Hosted Collaboration Solution for Contact Center | User guide | Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

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Hosted Collaboration Solution for Contact Center | User guide | Installing and Configuring Guide for Cisco HCS for CC 11.0(1) | Manualzz

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

First Published: January 25, 2016

Last Modified: May 18, 2016

Americas Headquarters

Cisco Systems, Inc.

170 West Tasman Drive

San Jose, CA 95134-1706

USA http://www.cisco.com

Tel: 408 526-4000

800 553-NETS (6387)

Fax: 408 527-0883

©

2016 Cisco Systems, Inc. All rights reserved.

C O N T E N T S

P r e f a c e

C H A P T E R 1

Preface xliii

Purpose

xliii

Audience

xliii

Change History

xliv

Obtaining Documentation and Submitting a Service Request

xliv

Cisco HCS for Contact Center 1

Cisco HCS for Contact Center Topology

2

Cisco HCS for Contact Center Options and Feature Support

3

Shared Management and Aggregation

8

Unified Contact Center Domain Manager

8

Unified Communication Domain Manager

9

ASA NAT and Firewall

10

Cisco Prime Collaboration - Assurance

10

Perimeta SBC

11

Core Solution Components

11

Unified CCE

11

Router

12

Logger

12

Peripheral Gateway

12

Administration & Data Server

12

Nomenclature Table

13

Unified CVP

14

Call Server

14

VXML Server

14

Media Server

15

Unified CVP Reporting Server

15

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) iii

Contents

Unified CVP Operations Console Server

15

Unified Communication Manager

15

Call Processing Nodes

16

TFTP and Music on Hold Nodes

17

Unified Intelligence Center

17

Live Data Reporting System

18

Cisco Finesse

18

CUBE-Enterprise

18

Core Component Integrated Options

18

Courtesy Callback

19

Agent Greeting

19

Whisper Announcement

20

Database Integration

20

Mobile Agent

20

Outbound Dialer

20

Post Call Survey

21

Precision Routing

21

A-law Codec

21

CM based Silent Monitoring

21

Back-office Phone support

22

Finesse IP Phone Agent

22

Optional Cisco Components

22

AW-HDS-DDS

22

SPAN-Based Monitoring

23

Cisco Unified WIM and EIM

23

Cisco Unified WIM and EIM Features

23

Email

23

Chat Feature

23

Web Callback and Delayed Callback

24

Web Callback

24

Delayed Callback

24

Cisco Remote Silent Monitoring

24

RSM Services

24

VLEngine

24

PhoneSim

25

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

C H A P T E R 2

Cisco MediaSense

25

Cisco Unified SIP Proxy

25

Avaya PG

25

Remote Expert Mobile

26

Cisco Virtualized Voice Browser

26

Optional Third-Party Components

26

Speech - ASR/TTS

27

Recording

27

Wallboard

27

Workforce Management

27

Cisco Solutions Plus

27

Deployment Models

28

500 Agent Deployment

29

1000 Agent Deployment

32

4000 Agent Deployment

32

12000 Agent Deployment Model

35

Small Contact Center Deployment

37

Remote Deployment options

42

Global Deployments

43

Remote CVP Deployment

43

Remote CVP and UCM Deployment

43

Local Trunk

44

Remote Office Options

44

Prerequisites 47

Hardware Requirements

47

Tested Reference Configurations

47

Specification-Based Hardware Support

48

Additional Hardware Specification

49

Software Requirement

49

Automation Software

50

Third-Party Software

51

Required Software Licenses

52

Open Virtualization Format Files

54

Hosted Collaboration Solution for Contact Center OVA

54

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) v

Contents

C H A P T E R 3

Unified Communications Manager OVA

56

Unified Intelligence Center OVA

56

Live Data Reporting System OVA

56

Cisco Finesse OVA

57

Cisco Remote Silent Monitoring OVA

57

Cisco MediaSense OVA

57

Avaya PG OVA

57

Cisco Virtualized Voice Browser OVA

58

Deployment Checklists

58

Checklists for 500 and 1000 Agent Deployment

58

Checklists for 4000 Agent Deployment

59

Checklists for Small Contact Center Agent Deployment

61

Checklist for 12000 Agent Deployment

63

Design Consideration 67

Deployment Considerations

67

Operating Considerations

70

Peripheral Gateways

70

Agent and Supervisor Capabilities

72

Voice Infrastructure

75

Administration Guidelines

76

IVR and Queuing

78

Reporting

79

Third-Party Integration

80

Configuration Limits

82

Call Flows

87

Core Solution Component Considerations

94

Core Component Design Considerations

95

Unified CCE Design Consideration

95

Unified CCE Design for 500 Agent Deployment

96

Unified CCE Design for 1000 Agent Deployment

96

Unified CCE Design for 4000 Agent Deployment

97

Unified CCE Design for 12000 Agent Deployment

98

Unified CVP Design Considerations

98

Unified CVP Design for 500 Agent Deployment

99

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Unified CVP Design for 1000 Agent Deployment

99

Unified CVP Design for 4000 Agent Deployment

100

Unified CVP Design for 12000 Agent Deployment

101

Unified CM Design Considerations

101

Unified CM Design for 500 and 1000 Agent Deployment Models

101

Unified CM Design for 4000 Agent Deployment Model

102

Unified CM Design for 12000 Agent Deployment Model

103

Unified IC Design Considerations

103

Unified IC Design for 500 and 1000 Agent Deployments

104

Unified IC Design for 4000 Agent Deployment

104

Unified IC Design for 12000 Agent Deployment

105

Core Component High Availability Considerations

105

Unified CCE High Availability

107

Agent PIM

108

VRU PIM

108

CTI Server

108

CTI OS Server

108

Unified CCE Call Router

109

Unified CCE Logger

109

Unified CCE Administration and Data Server

109

Unified CVP High Availability

109

Unified CVP Call Server

109

Unified CVP Media Server

110

Cisco Voice XML Gateway

110

Unified CVP Reporting Server

111

Unified CM

111

Unified CM High Availability

111

Unified CM High Availability Scenarios

111

Cisco Call Manager and CTI Manager Service Fail

111

Cisco CTI Manager Service Fails

112

Cisco Call Manager Service Fails

114

Gateway High Availability

115

MRCP ASR/TTS High Availability

115

Cisco Finesse High Availability

115

CTI

116

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) vii

Contents

AWDB

116

Cisco Finesse Client

117

Desktop Behavior

117

Core Component Bandwidth, Latency and QOS Considerations

117

Unified CCE Bandwidth, Latency and QOS Considerations

118

Agent Desktop to Unified CCE Call Servers/ Agent PG

118

Unified CCE Data Server to Unified CCE Call Server for 500 and 1000 Agent

Deployment Model

118

Private Network Bandwidth Requirements for Unified CCE

118

Unified CVP Bandwidth, Latency and QOS Considerations

121

Bandwidth Considerations for Unified CVP

121

VoiceXML Document Types

121

Media File Retrieval

121

QOS Considerations for Unified CVP

122

Unified CM Bandwidth, Latency and QOS Considerations

122

Agent Phones to Unified Communications Manager Cluster

122

Unified IC Bandwidth, Latency and QOS Considerations

123

Reporting Bandwidth

123

Network Bandwidth Requirements

123

Cisco Finesse Bandwidth, Latency and QOS Considerations

126

Core Component Integrated Options Considerations

126

Courtesy Callback Considerations

126

Callback Criteria

127

Sample Scripts and Audio Files for Courtesy Callback

127

Typical Use Scenario

127

Agent Greeting Considerations

128

Agent Greeting Phone Requirements (for Local Agents only)

128

Agent Greeting Design Considerations

129

Whisper Announcement Considerations

129

Mobile Agent Considerations

130

Cisco Unified Mobile Agent Description

130

Unified Mobile Agent Provides Agent Sign-In Flexibility

130

Connection Modes

130

Call by Call

131

Nailed Connections

132

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Feature Requirements

132

Unsupported Features

133

Outbound Dialer Considerations

133

Dialing Modes

133

Outbound SIP Dialer Call-flow

135

Post Call Survey Considerations

136

a-Law Codec Support Considerations

137

Back-Office Phone Support Considerations

137

Finesse IP Phone Agent Considerations

138

Live Data Reporting System Considerations

138

Precision Routing Considerations

138

Optional Component Considerations

138

Unified WIM and EIM Considerations

139

Unified WIM and EIM Design Considerations

139

Unified WIM and EIM Deployment Options

139

Unified WIM and EIM Configuration Limits

141

HCS Support Matrix for Unified WIM and EIM

142

Unified WIM and EIM High Availability

143

Cisco WIM and EIM Bandwidth, Latency and QOS Considerations

147

Cisco RSM Considerations

147

Cisco RSM Design Considerations

147

Cisco RSM High Availability

147

Cisco RSM Capabilities

149

Cisco RSM Bandwidth, Latency and QOS Considerations

149

Cisco MediaSense Considerations

150

Cisco MediaSense Design Considerations

150

Cisco MediaSense Capabilities

151

Cisco MediaSense High Availability

151

Cisco MediaSense Bandwidth, Latency and QOS Considerations

151

Cisco Unified SIP Proxy Considerations

152

Performance Matrix for CUSP Deployment

152

Cisco SPAN based Monitoring Considerations

153

Silent Monitoring Bandwidth, Latency and QOS Considerations

153

Avaya PG Considerations

153

Avaya PG Design Considerations

153

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) ix

Contents

Avaya PG High Availability

154

Cisco Virtualized Voice Browser Considerations

154

Cisco Virtualized Voice Browser Design Considerations

155

Cisco Virtualized Voice Browser Capabilities

156

Cisco Virtualized Voice Browser High Availability

156

Cisco Virtualized Voice Browser Bandwidth, Latency and QoS Considerations

156

Deployment Model Considerations

157

Small Contact Center Deployment Consideration

157

12000 Agent Deployment Model Considerations

162

Remote Deployment Option Considerations

162

Global Deployment Considerations

162

Global Deployment UCS Network Reference Design

163

Local Trunk Design Considerations

163

CUBE-Enterprise at Customer Premise

164

TDM Gateway at Customer Premise

165

Location-Based Call Admission Control

165

Domain and Active Directory Considerations

166

AD at Customer Premises

168

AD at Service Provider Premises

168

Storage, VM Specifications, and IOPS Considerations

168

Storage Considerations for All Deployments

169

vSphere Storage Design

169

Shared LUNs

169

Storage, VM Specifications, and IOPS Considerations for HCS Shared Management

Components

170

SAN Configuration for HCS Shared Management Components

170

VM Specifications for HCS Shared Management Components

170

IOPS Requirement for HCS Shared Management Components

170

Storage, VM Specifications, and IOPS Considerations for HCS Core Components

171

SAN Configuration for HCS Core Components

171

VM Specifications for HCS Core Components

172

IOPS Requirement for HCS Core Components

175

Storage, VM Specifications, and IOPS Considerations for HCS Optional Components

181

SAN Configuration for HCS Optional Components

181

VM Specifications for HCS Optional Components

182

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

C H A P T E R 4

IOPS Requirement for HCS Optional Components

182

Congestion Control Considerations

183

Deployment Types

183

Congestion Treatment Mode

184

Congestion Control Levels and Thresholds

185

Congestion Control Configuration

186

Real Time Capacity Monitoring

186

UCS Network Considerations

186

Network Requirements for Cisco UCS B-Series Servers

186

Nexus1000v Switch Configurations

188

Data Center Switch Configurations

188

Network Requirements for Cisco UCS C-Series Servers

189

VMware High Availability

190

Network Link High Availability

191

Firewall Hardening Considerations

191

TCP and UDP Port Usage for Active Directory Domain Controller

192

License Considerations

193

Billing Considerations

194

Shared Management and Aggregation 195

Install and Configure Unified CCDM

195

Deploy Unified CCDM Database Server

196

Configure Windows

197

Configure Windows Feature Requirements

197

Turn Off FIPS Compliance

198

Disable UAC

198

Associate Unified CCDM Component servers with Service Provider AD Domain

199

Configure Post-Install SQL

199

Configure DTC

199

Configure Windows Server 2012 R2 Firewall for SQL Server

200

SQL Server Backup Guidelines

200

Install Unified CCDM Database Server on Side A and Side B

201

Install the Diagnostic Framework for System CLI

202

Install Unified CCDM Portal Database on Side A and Side B

202

Add SQL Login for Unified CCDM Web Server

204

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xi

Contents

Deploy Unified CCDM Web Server

205

Install Unified CCDM Web Server on Side A and Side B

206

Configure SNMP Traps

207

Enable Windows SNMP Feature

207

Configure SNMP Service for Trap Forwarding

207

Configure Windows Events to Forward to SNMP

208

Unified CCDM Configuration

209

Launch the Integrated Configuration Environment

209

Set Up Unified CCDM Servers

210

Configure Replication

211

Setup

211

Monitor

212

Login to Unified CCDM

212

Configure Single Sign-On

212

Setup Administrator Account

213

Configure SSO Authentication for Unified CCDM

213

Manage Users with Single Sign-On

214

Obtaining Digital Certificate

214

Install Active Directory Certificate on Domain Controller Box

215

Install Active Directory Certificate on CCDM Web Server and Data Server

215

Install Active Directory Certificate on CCDM Web Server.

216

Configure SSL for Unified CCDM

216

Grant Network Service Rights to the Certificate

217

Obtain the Certificate Thumbprint

217

Configure Web Services to Use the Certificate

218

Test the Certificate Installation

219

Installing the Security Certificate in the User Certificate Store

220

Installing the Security Certificate in the Computer Certificate Store

220

To Export the Certificate, on each CCDM database server

220

To Import the Certificate, on each CCDM database server

221

Install and Configure Unified Communication Domain Manager

221

Install Unified Communication Domain Manager

223

Post Installation

223

Install Hosted Collaboration Mediation-Fulfilment

225

Prerequisites to Configure Unified Communication Domain Manager

226

xii

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Add HCM-F Device

226

Add Provider

226

Add Reseller

227

Install and Configure ASA Firewall and NAT

227

Setup ASA

228

Access Command-line Interface

228

Configure Hostname and Password

228

Configure Multiple Context Modes

229

Enable Multiple Context Modes

229

Enable Interfaces in the System Execution Space

229

Configure Security Contexts in System Execution Space

230

Assign MAC Addresses to Context Interfaces Automatically (Optional)

230

Configure Interfaces in the Context

230

Install and Configure Perimeta SBC

231

Hardware Specification

232

CIMC Setup

233

Advanced BIOS Configuration

233

Install Perimeta SBC

234

Mount Perimeta ISO

234

Configure the Management Network

235

Configure DNS Servers

235

Unpack the Software

236

Install Software

236

Configure System, Node, and Remote Node Names

236

Managing Local Timezone, Time and Date, and NTP Server

236

Commissioning and Partnering the System

237

Apply Licenses

237

Configure Perimeta SBC

238

Configuration of C-Series Perimeta SBC for all HCS Deployment models

238

Configure Service Interface for Carrier Network

238

Configure Codec List

239

Configure Media Address

239

Create Account

239

Install and Configure Prime Collaboration Assurance

239

Deploying Prime Collaboration Assurance

240

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xiii

Contents

C H A P T E R 5

C H A P T E R 6

Simple Prime Collaboration Assurance Deployment

240

Advanced Prime Collaboration Assurance Deployment

241

Configuring the Prime Collaboration Assurance Virtual Appliance

242

Simple Prime Collaboration Assurance Configuration

242

Advanced Prime Collaboration Assurance Configuration

243

SSL Certificate Installation

245

Removing SSL Certificate Warning from Windows Internet Explorer

245

Removing SSL Certificate Warning from Mozilla Firefox

246

Golden Template Process

247

Sequence for Golden Template Process

247

Create Golden Template 249

Create Golden Template for 500 Agent Deployment

249

Create Golden Template for Unified CCE Call Server

250

Create Virtual Machines

251

Install Microsoft Windows Server 2012 R2 Standard Edition

252

Install VMware Tools

252

Install Antivirus Software

253

Disabling Port Blocking

254

Install Unified Contact Center Enterprise

254

Convert the Virtual Machine to a Golden Template

255

Create Golden Template for Unified CCE Data Server

255

Enable Microsoft .Net Framework 3.5 SP1

256

Install Microsoft SQL Server 2014 Standard Edition

257

Create Golden Template for Unified CVP Server

259

Install Unified CVP Server

260

Create Golden Template for Unified CVP OAMP Server

261

Install Unified CVP OAMP Server

262

Create Golden Template for Unified CVP Reporting Server

262

Install Unified CVP Reporting Server

263

Create Golden Template for Cisco Finesse

264

Install Unified Communications Voice OS based Applications

264

Create Golden Template for Cisco Unified Intelligence Center with Live Data

265

Create Golden Template for Cisco Unified Communications Manager

266

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

C H A P T E R 7

Create Golden Template for 1000 Agent Deployment

266

Create Golden Template for 4000 Agent Deployment

267

Create Golden Template for Unified CCE Rogger

268

Create Golden Template for Unified CCE AW-HDS-DDS

269

Create Golden Template for Unified CCE Agent Peripheral Gateway

270

Create Golden Template for Unified CCE VRU Peripheral Gateway

271

Create Golden Template for Cisco Unified Intelligence Center

272

Create Golden Template for Live Data Reporting System

272

Create Golden Template for Small Contact Center Agent Deployment

273

Create Golden Template for 12000 Agent Deployment

274

Create Golden Template for Unified CCE Router

275

Create Golden Template for Unified CCE Logger

276

Create Golden template for Unified CCE AW-HDS

277

Create Golden Template for Unified CCE HDS-DDS

278

Configure Customer Instance for Network Infrastructure

281

Implement UCS Platform

281

Set Up Basic UCS Connectivity

281

Basic Configuration for UCS

282

Configure UCS 6100 Server Ports

282

Configure UCS 6100 Uplink Ethernet Ports

283

Configure Uplink FC Ports

283

Acknowledge Chassis

283

Configure Server Management IP Address Pool

283

Configure UCS LAN

284

Add VLANs

284

Create MAC Pools

284

Configure UCS SAN

285

Create VSANs

285

Associate VSAN with an FC Uplink Port

285

Create WWNN Pools

286

Create WWPN Pools

286

Configure UCS B Series Blade Server

287

Configure MDS

287

Configure MDS-A

287

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xv

Contents

C H A P T E R 8

Configure MDS-B

288

Configure SAN

288

ESX Boot from SAN

288

Configure UCS B Series Blade Server

289

View Multilayer Director Switch

289

Configure SAN on Storage Device

289

Install ESX

290

Add ESX Host to vCenter

290

Deploy Nexus 1000v

291

Cisco Nexus 1000V Installer App Prerequisites

291

Installing the VSM Software using Cisco Nexus 1000V Installer App

292

Installing the VEM Software Using the Cisco Nexus 1000V Installer App

295

Configure Cisco Nexus

297

Add Second Customer Instance in Single Blade for 500 Agent Deployment

298

Clone and OS Customization

299

Clone and OS Customization Process

299

Automated Cloning and OS Customization

300

Automated Cloning and OS Customization Using Golden Templates

300

Download Golden Template Automation Tool

300

Complete Automation Spreadsheet

301

Run Automation Script

303

OS Customization Process

304

Validate Network Adapter Settings and Power On

305

Edit Registry Settings and Restart VM

305

Automated Cloning and OS Customization Using OVF

306

Complete Automation Spreadsheet for Export

307

Run Automation Script for Export

307

Transport to Desired Location

308

Ensure Readiness of the Location

309

Complete the Spreadsheet for Import

309

Run Automation Script for Import

312

Manual Cloning and OS Customization

314

Create Customization File for Windows Based Components

314

Deploy Virtual Machine from the Golden Template

315

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

C H A P T E R 9

Generate Answer File for VOS Product Virtual Machines

315

Copy Answer Files to Virtual Machines

316

Configure Customer Instance

319

Create a Customer Instance for the 500 Agents Deployment Model

319

Upgrade VMware Tools

320

Set Up Virtual Machine Startup and Shutdown

320

Create a Domain Controller Server

321

Create a Virtual Machine for the Domain Controller

322

Install Microsoft Windows Server

322

Install the Antivirus Software

322

Configure a DNS Server

322

Set Up the Domain Controller

322

Create Two-Way Forest Trust

323

Configure Cisco Unified CCE Call Server

323

Configure the Domain Manager

324

Configure a Generic Peripheral Gateway

325

Add a Generic PG

325

Add PIM1(Unified Communications Manager PIM)

325

Add PIM2 (First VRU PIM)

326

Add PIM3 (Second VRU PIM)

327

Add PIM4 (Third VRU PIM)

327

Add PIM5 (Fourth VRU PIM)

328

After Creating PIMs

328

Configure CTI Server

329

Configure Media Routing Peripheral Gateway

330

Add Media Routing PG

330

Configure CTI OS Server

332

Install JTAPI

333

Set Local Administrator Password

334

Verify the Machine in Domain

334

Cisco SNMP Setup

334

Add Cisco SNMP Agent Management Snap-In

335

Save Cisco SNMP Agent Management Snap-In View

335

Set Up Community Names for SNMP V1 and V2c

336

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xvii

Contents

Set Up SNMP User Names for SNMP V3

336

Set Up SNMP Trap Destinations

337

Set Up SNMP Syslog Destinations

337

Configure Unified CCE Data Server

338

Configure Network Cards

338

Configure Private Ethernet Card

339

Configure Visible Ethernet Card

340

Configure Unified CCE Encryption Utility

340

Create and Bind System CLI Certificate

340

Configure SQL Server

341

Configure Secondary Drive

341

Configure the Unified CCE Logger

342

Database and Log File Size

343

Configure Administration Server and Real-Time Data Server Components

344

Load Base Configuration

345

Verify Cisco Diagnostic Framework Portico

346

Final Tasks

346

Set the HCS Deployment Type

346

Start Unified CCE Services

347

Configure Unified CVP

347

Configure Unified CVP Server

348

Validate Network Card

348

Setup Unified CVP Media Server IIS

349

Setup FTP Server

350

Install FTP Server

350

Enable FTP Server

350

Configure Basic Settings for FTP Server

351

Configure Unified CVP Reporting Server

351

Unified CVP Reporting Users

352

Create Reporting Users

352

Create Superusers

352

Configure Active Directory Server

352

Sign In to Cisco Unified Intelligence Center Reporting Interface

356

Create Data Source and Import Report Templates

356

Create Data Source for Cisco Unified CVP Report Data

356

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Obtain Cisco Unified CVP Report Templates

358

Import Unified CVP Report Templates and Set Data Source

358

Configure Cisco Unified CVP Operations Console

359

Enable Unified CVP Operations Console

360

Configure Unified CVP Call Server Component

360

Configure Unified CVP VXML Server Component

361

Configure Unified CVP Reporting Server

361

Configure Unified CVP Media Server

362

Install Unified CVP licenses

363

Configure Gateways

363

Transfer Scripts and Media Files

364

Configure SNMP

364

Add Unified CCE Devices

365

Add Unified Communications Manager Devices

365

Add Unified Intelligence Center Devices

366

Configure SIP Server Group

366

Configure Dialed Number Patterns

367

Configure Cisco IOS Enterprise Voice Gateway

369

Configure Ingress Gateway

369

Configure VXML Gateway

372

Configure Unified Communications Manager

375

Configure Unified Communications Manager Publisher

375

Configure Unified Communications Manager Subscriber

376

Launch Unified Communications Manager Publisher to Add the Subscriber

376

Configure Subscriber

377

Unified Communications Manager License

377

Upgrade Unified Communications Manager License

377

Generate and Register License

378

Install License

378

Activate Services

379

Validate Clusterwide Domain Configuration

380

Install JTAPI on Unified CCE Servers

380

Configure Unified Intelligence Center with Live Data

380

Configure Unified Intelligence Center Publisher

381

Configure Unified Intelligence Center Subscriber

381

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xix

Contents

Launch Publisher to Add Subscriber

382

Configure Subscriber

382

Configure Unified Intelligence Center Reporting

382

Configure the SQL User Account

383

Configure Unified Intelligence Center Data Sources

384

Configure Unified Intelligence Center Administration

385

Unified Intelligence Center License and Sign-In

386

Sign In to Administration Console

386

Upload License

386

Configure Live Data AW-Access

387

Configure Live Data Machine Services

388

Configure Live Data Unified Intelligence Data Sources

389

Configure Live Data Reporting Interval

390

Import Live Data Reports

391

Add Certificate for HTTPS Gadget

391

Configure Cisco Finesse

392

Configure the Cisco Finesse Primary Node

393

Configure Settings for the CTI Server and Administration and Data Server

394

Configure CTI Server Settings in the Cisco Finesse Primary Node

394

Configure Unified Contact Center Enterprise Administration and Data Server

396

Restart the Cisco Tomcat Service

396

Configure Cisco Finesse Secondary Node

396

Launch the Finesse Administration Console to Configure the Secondary

Finesse

396

Install Cisco Finesse on the Secondary Node

397

Configure Cisco Finesse Administration

398

Obtain and Upload a CA Certificate

398

Trust Self-Signed Certificate for Cisco Finesse

399

Browser Settings for Internet Explorer

400

Configure SNMP

401

Create a Customer Instance for the1000 Agent Deployment Model

402

Create a Customer Instance for the 4000 Agent Deployment Model

403

Configure Cisco Unified CCE Rogger

404

Configure the Unified CCE Router

405

Configure the Unified CCE Logger

405

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Database and Log File Size

407

Load Base Configuration

408

Configure Unified CCE AW-HDS-DDS

409

AW-HDS-DDS

409

Create Instance

410

Create HDS Database

410

Configure AW-HDS-DDS

411

Database and Log File Size

412

Configure Unified CCE Agent PG 1

412

Configure CUCM Peripheral Gateway for 4000 Agent Deployment Model

413

Prepare to Add PIMs

413

Add PIM1(CUCM PIM)

414

After Creating PIMs

414

Configure Media Routing Peripheral Gateway

415

Configure Multichannel and Outbound PIM's 4000 Agent Deployment

415

Install JTAPI

417

Configure CTI Server

417

Configure Unified CCE Agent PG 2

418

Configure Outbound PIM for 4000 Agent Deployment

418

Configure Unified CCE VRU PG

420

Configure VRU PG

420

Prepare to Add PIMs

420

Add VRU PIMs

421

After Creating PIMs

422

Configure Unified Intelligence Center

423

Configure Live Data Reporting System

423

Create Customer Instance for Small Contact Center Agent Deployment Model

424

Configure Unified CCE Rogger for Small Contact Center Agent Deployment

425

Load Base Configuration for Small Contact Center Agent Deployment

426

Configure Unified CCE Router for Small Contact Center

427

Configure Unified CCE Agent PG for Small Contact Center Agent Deployment

428

Configure CUCM Peripheral Gateway for Small Contact Center Agent Deployment

Model

429

Add Agent PG Using Unified CCE Configuration Manager

429

Prepare to Add PIMs

430

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxi

Contents

C H A P T E R 1 0

Add PIM1(CUCM PIM)

430

After Creating PIMs

431

Configure CTI Server for Small Contact Center Agent Deployment Model

432

Configure Media Routing Peripheral Gateway for Small Contact Center Agent

Deployment Model

432

Add Media Routing PG Using Unified CCE Configuration Manager

432

Configure Media Routing Peripheral Gateway for Small Contact Center Agent

Deployment Model

433

Increase the SW MTP and SW Conference Resources

435

Configure Shared Unified Communications Manager

435

Create DNS Server for Finesse in Small Contact Center Deployment

436

Enable DNS server

437

Configure DNS Server

437

Configure Host in DNS Server

438

Create Customer Instance for 12000 Agent Deployment Model

438

Configure Unified CCE Logger

439

Load Base Configuration

440

Configure Unified CCE Router

441

Configure Unified CCE AW-HDS

441

AW-HDS

442

Configure AW-HDS

442

Configure Unified CCE HDS-DDS

443

HDS-DDS

443

Configure HDS-DDS

444

Configure Unified CCE Agent PG’s for 12000 Agent Deployment

445

Configure CUCM Peripheral Gateway for 12000 Agent Deployment

445

Configure Media Routing Peripheral Gateway for 12000 Agent Deployment

447

Configure Unified CCE VRU PG’s for 12000 Agent Deployment

447

Configure VRU Peripheral Gateway for 12000 Agent Deployment

448

Configure Unified Intelligence Center

451

Configure Live Data Reporting System

451

Integration of Customer Instance with Shared Management 453

Unified CCDM Integration

453

Configure Unified CCE Servers in Unified CCDM Cluster

453

xxii

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Unified CCE Prerequisites

454

Configure the Unified CCE AW for Provisioning

454

Configure Unified CCE AW Database(AWDB) for Unified CCDM

455

Set Up CMS Server on Unified CCE

455

Establish Two-Way Forest Trust

456

Create Conditional Forwarders for Customer Domain

457

Create Forwarders for Customer Domain

457

Create Conditional Forwarders for Service Provider Domain

457

Create Forwarders for Service Provider Domain

458

Create Two-Way Forest Trust

458

Setup Unified CCE Servers in Unified CCDM Cluster

458

Create an Equipment Mapping

460

Configure Unified CVP Servers in Unified CCDM Cluster

461

Setup Unified CVP Servers in Unified CCDM Cluster

461

Equipment Mapping for CVP with CCDM

463

Create Users in Active Directory

463

Create User in UCCE

464

Configure Unified CCE for Partitioned Internet Script Editor

465

Configure Unified CCE Admin Workstation for Internet Script Editor

465

Install Internet Script Editor

466

Deployment Specific Configurations

466

Integration of Small Contact Center Agent Deployment for UCCE with CCDM

466

Create Customer Definition

467

Map Equipment for Small Contact Center Deployment

467

Resource Allocation for Small Contact Center Agent Deployment

468

Move Resource to Sub Customer Tenant

471

Map Labels to the Network VRU Type

471

Associate Department with an Agent

472

Naming Convention for the Resources in Small Contact Center Agent Deployment

Model

472

Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with CCDM

473

Cisco UCDM Integration

473

Basic Configuration of Unified Communication Domain Manager

473

Add Customer

473

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxiii

Contents

Setup Cisco Unified Communication Manager Servers

474

Configure Network Device List

475

Add Site

475

Add Customer Dial Plan

476

Add Site Dial Plan

476

ASA Integration

476

Integration of ASA for HCS Deployment model

477

Configure Interfaces in the System Execution Space

478

Configure Security Contexts

479

Configure Interfaces in the Customer Instance Context

479

Configure Access-list in the Customer Instance Context

480

Configure NAT in the Customer Instance Context

480

Integration of ASA for Small Contact Center Deployment Model

481

Configure Interfaces in the System Execution Space

483

Configure Security Contexts for each Sub-customer Context

484

Configure Interfaces in each Sub-Customer Instance Context

484

Configure Access-list in the Sub-customer Instance Context

485

Configure Static NAT in the Sub-customer instance Context

485

Perimeta SBC Integration

486

Integration of Perimeta SBC for HCS Deployment model

486

Configure Service Interface for Customers

486

Configure Adjacencies for Customer Instance

487

Add Carrier-Network Adjacency

487

Add CUBE(E) Adjacency

487

Configure Call Policy

488

Integration of Perimeta SBC for Small Contact Center Deployment Model

488

Configure Service Interface

488

Configure Media Address for Sub-customer

489

Create Account for Enterprise Applications

489

Configure Adjacencies for Sub Customer Instance

490

Configure Adjacencies for Core Components

491

Add CVP Adjacency

491

Add CUCM-PUBLISHER Adjacency

491

Add CUCM-SUBSCRIBER Adjacency

492

Add CUCM PUBLISHER Adjacency for consult and transfer call flow

492

xxiv

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

C H A P T E R 1 1

Add CUCM SUBSCRIBER Adjacency for consult and transfer call flow

493

Add CUCM PUBLISHER Adjacency for Mobile agent call flow

493

Add CUCM SUBSCRIBER Mobile Agent Call flow

493

Add OUTBOUND-DIALER adjacency

494

Add CUBE-E-OUTBOUND -IVR

494

Add CUBE-E OUTBOUND adjacency

495

Add CUBE-E-OUTBOUND-AGENT adjacency

495

Configure Adjacencies for Optional Components

496

Add CUBE-MEDIASENSE FORK adjacency

496

Add MEDIASENSE adjacency

496

Add CUSP Adjacency

497

Configure Call Policy

497

Cisco Prime Collaboration Assurance Integration for Small Contact Center Deployment

Model

498

Customer Management for Prime Collaboration Assurance

498

Add Cluster

499

Add Contact Center Components

499

Administration 501

Unified CCE Administration

501

Provision Unified CCE Using Unified CCDM

501

CRUD Operations for Unified CCDM Objects

502

Configure User

504

Create User

504

Configure an Imported Unified CCE User

505

Assign Roles to Users

505

Assign Permission to Sub-customer Tenant and User

506

Edit User

506

Delete User

506

Configure Departments

507

Create a Department

507

Edit a Department

507

Move a Department

508

Delete a Department

508

Configure Agents

508

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxv

Contents

Create an Agent

508

Edit an Agent

509

Delete an Agent

510

Configure Agent Desktop

510

Create an Agent Desktop

510

Edit an Agent Desktop

511

Delete an Agent Desktop

511

Configure Agent Team

512

Create an Agent Team

512

Edit an Agent Team

512

Delete an Agent Team

513

Configure Call Type

513

Create a Call Type

513

Edit a Call Type

514

Delete a Call Type

514

Configure Precision Routing

515

Configure Precision Attribute

515

Create Precision Attribute

515

Edit Precision Attribute

515

Delete Precision Attribute

516

Assign Precision Attribute to an Agent

516

Configure Precision Queue

517

Create Precision Queue

517

Edit Precision Queue

517

Delete Precision Queue

518

Create Routing Scripts

519

Configure Network VRU Scripts

519

Create Network VRU Script

519

Edit Network VRU Scripts

520

Delete Network VRU Scripts

521

Configure Dialed Number

521

Create a Dialed Number

521

Edit a Dialed Number

522

Delete a Dialed Number

522

Configure Enterprise Skill Group

523

xxvi

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Create an Enterprise Skill Group

523

Edit an Enterprise Skill Group Configuration

523

Delete an Enterprise Skill Group

523

Configure Expanded Call Variable

524

Create an Expanded Call Variable

524

Edit an Expanded Call Variable

525

Delete an Expanded Call Variable

525

Configure Folder

525

Create Folders

525

Rename a Folder

526

Move Folder

526

Delete Folder

526

Configure Group

527

Create a Group

527

Edit a Group

528

Move a Group

528

Delete a Group

528

Configure Label

529

Create a Label

529

Edit a Label

529

Delete a Label

530

Configure Person

530

Create a Person

530

Edit a Person

531

Delete a Person

531

Configure Supervisors

532

Configure Service

533

Create Service

533

Edit Service

533

Delete Service

534

Configure Skill Group

534

Create a Skill Group

534

Edit a Skill Group

534

Delete a Skill Group

535

Configure Route

536

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxvii

Contents

Agent Re-skilling and Agent Team Manager

536

Configure Supervisor for Agent Re-skill and Agent Team Manager in CCDM

536

Associating Supervisor Agent to Agent Team

537

View Skill Group

537

Add an Agent to Skill Group

537

Remove an Agent from Skill Group

538

View Agent Team

538

Modify Agent Team

538

Configure User Variable

539

Create a User Variable

539

Edit a User Variable

539

Delete a User Variable

540

View the Unified CCDM Version

540

Bulk Operations Using Unified CCDM

540

Bulk Upload for Unified CCDM

541

Templates for Creating CSV Files

542

Global Template Columns

542

Department Template

543

Person Template

543

Agent Template

544

Agent Desktop Template

546

Agent Team Template

546

Call Type Template

547

Dialed Number Template

547

Skill Group Template

548

Enterprise Skill Group Template

549

User Variable Template

550

Label Template

550

Network VRU Script Template

551

Folder Template

551

User Template

551

Precision Attribute Template

552

Precision Queue Template

553

Syntax for Precision Queue Steps

554

Manage Roles

555

xxviii

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Default Roles

555

Create a Global Role

556

Assign a Global Role

556

Edit a Global Role

556

Delete a Global Role

557

Create a Folder Role

557

Assign a Folder Role

558

Edit a Folder Role

558

Delete a Folder Role

558

Global Role Tasks

559

Folder-Based Roles

561

Configure Gadgets

562

Create Gadget

563

Edit Gadget

563

Delete Gadget

563

Provision Unified CCE Using Administration Workstation

564

Set up Agent Targeting Rules

564

Provision Unified CCE Using Web Administration

564

Set Up Reason Code

564

Provision Routing Script Using Internet Script Editor

565

Unified CVP Administration

565

Provisioning Unified CVP Using Unified CCDM

565

Uploading the Media File

566

Uploading the IVR Script

566

Unified Communication Manager Administration

566

Provision Unified Communications Manager Using UCDM

566

CRUD Operations for UCDM Objects

567

Provisioning Contact Center Server and Contact Center Services

569

Configure Contact Center Servers

569

Add Contact Center Servers

569

Edit Contact Center Servers

570

Delete Contact Center Servers

570

Configure Contact Center Services

570

Add Contact Center Services

571

Edit Contact Center Services

571

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxix

Contents

Delete Contact Center Services

571

Configure SIP Trunks

572

Add SIP Trunks

572

Edit SIP Trunks

573

Delete SIP Trunks

573

Configure Route Groups

573

Add Route Group

574

Edit Route Group

574

Delete Route Group

575

Configure Route List

575

Add Route List

575

Edit Route List

576

Delete Route List

576

Configure Route Patterns

577

Add Route Pattern

577

Edit Route Patterns

577

Delete Route Pattern

578

Configure Cisco Unified CM Group

578

Configure Device Pool

578

Add Device Pool

579

Edit Device Pool

579

Delete Device Pool

580

Configure Directory Number Inventory and Lines

580

Add Directory Number Inventory

580

Edit Lines

581

Delete Lines

581

Configure Phones

581

Add Phones

581

Add Phones as Provider or Reseller

582

Add Phones as Customer

582

Edit Phones

583

Delete Phones

583

Configure Regions

583

Add Regions

584

Edit Regions

584

xxx

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

C H A P T E R 1 2

Delete Regions

585

Configure Class of Service

585

Add Class of Service

585

Edit Class of Service

586

Delete Class of Service

586

Associate Phone to Application User

586

Disassociate Unified Communication Manager from UCDM

587

Built-in-Bridge

587

Configure the Built-in-Bridge

588

Enable or Disable the Built-in-Bridge

588

Bulk Operations Using UCDM

588

Cisco Unified Communications Domain Manager Administration

Tools/Bulkloader

589

Export Bulk Load

589

Bulk Load Sheets

589

Perform Bulk Upload

590

Configure Core Component Integrated Options

591

Configure Courtesy Callback

592

Configure Gateway

592

Configure the VXML Gateway for Courtesy Callback

592

Configure the Ingress Gateway for Courtesy Callback

594

Configure CUBE-E for Courtesy Callback

595

Configure Unified CVP

595

Configure the Reporting Server for Courtesy Callback

595

Configure the Call Studio Scripts for Courtesy Callback

596

Configure the Media Server for Courtesy Callback

599

Configure Unified CCE

600

Configure the ICM Script for Courtesy Callback

600

Configure Agent Greeting

602

Configure Gateway

602

Republish the tcl scripts to VXML Gateway

602

Set Cache Size on VXML Gateway

603

Configure Unified CVP

603

Configure FTP Enabled in Server Manager

603

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxxi

Contents

Create Voice Prompts for Recording Greetings

604

Built-In Recording Prompts

605

Configure the Call Studio Scripts for Record Agent Greeting

605

Set Content Expiration in IIS (Windows 2012) in Media

606

Configure Unified CCE

607

Create Agent Greeting Play Script

608

Create Agent Greeting Recording Script

608

Unified CCE Configuration for Record Agent Greeting

609

Import the Example Agent Greeting Scripts

609

Configure Call Types

610

Configure Dialed Numbers

610

Schedule the Script

611

Deploy Agent Greeting

611

Agent Greeting Deployment Tasks

611

Modify the Unified CCE call routing scripts to use Play Agent Greeting script

612

Specify AgentGreetingType Call Variable

612

Configure Unified Communications Manager

612

Configure Whisper Announcement

613

Configure Gateway

613

Configure Unified CVP

613

Configure the Whisper Announcement Service Dialed Numbers

613

Configure Unified CCE

614

Create Whisper Announcement Script

614

Configure Database Integration

614

Configure Unified CVP

614

Configure VXML Database Element

614

Install JDBC driver

615

Add JNDI Context

615

Configure VXML Studio Script

616

Create ICM Script

617

Configure Unified CCE

617

Configure ICM Database Lookup

617

Configure Unified Mobile Agent

619

Configure Unified CCE

620

Enable Mobile Agent Option in CTI OS Server

620

xxxii

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Configure Unified Communications Manager

620

Configure CTI Port

620

Configure CTI Port as Provider or Reseller

621

Configure CTI Port as Customer

622

Tag CTI Ports as Contact Center Agent Lines

623

Configure Outbound

623

Configure Gateway

624

Configure Unified CVP

626

Add Outbound Configuration to an Existing Unified CVP Call Server

626

Configure Unified CCE

626

Add Outbound Database Using ICMDBA Tool

626

Configure Logger

627

Configure Outbound Dialer

627

Create Outbound PIM

628

Create Outbound PIM for 500 and 1000 Agent Deployment

628

Create Outbound PIM for 4000 Agent Deployment

628

Create Outbound PIM for Small Contact Center Deployment

629

Create Outbound PIM for 12000 Agent Deployment

630

Configure SIP Outbound

630

Add Import Rule

630

Add Query Rule

631

Add Campaign

632

Add Agent Based Campaign

632

Add IVR Based Campaign

633

Create Admin Script

634

Add Routing Script for Agent Based Campaign

635

Add Routing Script for IVR Based Campaign

636

Create Contact Import File

636

Create Do Not Call List

637

Install SIP Dialer Using Peripheral Gateway Setup

638

Add DNP Host File

639

Outbound Option Enterprise Data

640

Configure Unified Communications Manager

640

Add Normalization Script

640

Configure Trunk towards the Outbound Gateway

641

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxxiii

Contents

C H A P T E R 1 3

Configure Post Call Survey

641

Configure Unified CVP

641

Configure Unified CCE

642

Configure ECC Variable

642

Configure a-Law Codec

642

Configure Gateway

643

Configure Ingress Gateway

643

Configure VXML Gateway

644

Configure Unified CVP

645

Enable Recording for Agent Greeting and Courtesy Callback

646

Configure Unified Communication Manager

646

Configure Unified CM Based Silent Monitoring

647

Add Monitoring Calling Search Space for the device

647

Configure Music On Hold

648

Configure Unified Communication Manager

648

Configure Music On Hold Server Audio Source

648

Set up Service Parameters for Music on Hold

649

Set up Phone Configuration for Music on Hold

649

Install and Configure Optional Cisco Components 651

SPAN-Based Monitoring

651

Install SPAN based Silent Monitoring

651

SPAN-Based Silent Monitoring Configuration

652

Configurations for SPAN from Gateway

652

Silent Monitor Service Clusters

653

Configurations for SPAN from Call Manager

653

Unified CCE AW-HDS-DDS

653

Cisco RSM

654

Create Golden Template for Cisco Remote Silent Monitoring

654

Install the JTAPI Client

655

Install the Cisco RSM Server

655

Configuring SNMP Traps for Cisco RSM

656

Configure SNMP Agent in MIB

656

Configure Cisco RSM

656

Configure Cisco RSM for 500 and 1000 Agent Deployment

657

xxxiv

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Configure RSM

658

Set RSM Configuration Settings for 500 and 1000 Agent Deployment

658

Configure JTAPI Client Preferences

660

Edit Registry Settings

660

Configure Gateway

660

Set Up the VXML Gateway

660

Configure Unified CVP

661

Upload RSM Prompts

661

Integrate the CVP Call Flow

661

Call Flow Deployment

662

Configure Unified CCE

663

Set the Agent Target Rule

663

Create the Supervisor Login Account

664

Create Routing Script for RSM

664

Configure Unified Communication Manager

665

Configure Simulated Phone

665

Create Simphone Device Dependencies

665

Create Simphone Device

665

Set Up the Login Pool Simphone

665

Configure Cisco RSM for 4000 Agent Deployment

665

Set RSM Configuration Settings for 4000 and 12000 Agent Deployment

666

Configure Cisco RSM for 12000 Agent Deployment

668

Configure Cisco RSM for Small Contact Center Deployment

669

Set RSM Configuration Settings for Small Contact Center Deployment

670

Configure Cisco RSM for A-Law Codec

672

Configure RSM

672

Configure Gateway

672

Configure Unified CVP

672

Configure Unified Communications Manager

672

Configure Service Parameters

672

Cisco MediaSense

672

Create Golden Template for Cisco MediaSense

672

Configure Cisco MediaSense

673

Cisco MediaSense Primary

673

Configure Cisco MediaSense Primary

674

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxxv

Contents

Complete Setup for Primary Server

674

Configure Incoming Call

675

Cisco MediaSense Secondary

676

Add Secondary Node

676

Configure Cisco MediaSense Secondary

677

Complete Setup for Secondary Server

678

Configure MediaSense Forking

678

Provisioning Cisco Unified CM for Cisco MediaSense BIB Forking

678

Configure Device

679

Configure End User

679

Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE

Forking

679

Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE

Forking for HCS Deployment Models

680

Setup Global Level

680

Dial-Peer Level Setup

681

Set Up CUBE Dial-Peers for MediaSense Deployments

681

Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE

Forking for SCC Deployment Models

683

Set Up CUBE Dial-Peers for Small Contact Center Deployment

684

Provisioning TDM Gateway for Media Forking

686

Cisco Unified SIP Proxy

688

Install Cisco Unified SIP Proxy

688

Installation of CUSP

688

Example of Installation on a Service Module

688

Post Installation Configuration Tool

689

Obtaining New or Additional Licenses

692

Required Information

692

Using the Licensing Portal to Obtain Licenses for Additional Features or

Applications

692

Using the CLI to Install the Cisco Unified SIP Proxy Release 8.5.7 Licenses

693

Configure Cisco Unified SIP Proxy Server

693

Configure Cisco Unified SIP Proxy

694

Configure Networks

694

Configure Triggers

695

xxxvi

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Configure Server Groups

695

Configure Route Tables

696

Configure Route Policies

697

Configure Route Triggers

698

Full Configuration for Cisco Unified SIP Proxy

698

Configure Gateway

701

Create a Sip-Server with the CUSP IP

701

Create a Dial-Peer

701

Configure Unified CVP

701

Configure SIP Proxy

701

Configure SIP Server Groups

702

Configure Call Server

702

Configure Cisco Unified Communications Manager

702

Add Trunk to CVP

702

Add Trunk to CUSP

703

Configure Outbound with Cisco Unified SIP Proxy

704

Configure Unified CCE

704

Configure Gateway

704

Configure Cisco Unified SIP Proxy for IVR based Campaign

705

Avaya PG

705

Create Golden Template for Avaya PG

706

Configure Avaya PG

706

Add Avaya PG

707

Setup Avaya PG

708

Add PIM1 (Avaya PIM)

708

Translation Route for Avaya

709

Configure Unified CCE

709

Enable Network Transfer Preferred

709

Create Service

710

Configure Translation Route

710

Configure Script

711

Cisco Virtualized Voice Browser

711

Create Golden Template for Cisco Virtualized Voice Browser

711

Configure Unified CVP

712

Add Cisco Virtualized Voice Browser

713

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxxvii

Contents

C H A P T E R 1 4

Associate Dialed Number Pattern

713

Configure Cisco Virtualized Voice Browser

713

Access Virtualized VB Administration Web Interface

714

Access Virtualized VB Serviceability Web Page

714

Add a SIP Trigger

714

Configure Agent Greeting

715

Configure Whisper Announcement

715

Configure ASR and TTS

715

Configure ASR Subsystem

716

Configure TTS Subsystem

716

Configure Courtesy Callback for Cisco VVB

717

Remote Deployment Options 719

Global Deployments

719

Remote CVP Deployment

719

Unified CVP Servers for Remote CVP Deployment

719

Configure Remote CVP Server

719

Configure Operations Console for Remote CVP for Remote Deployment

720

Configure Unified CVP Call Server for Remote Deployment

720

Configure SIP Server Group for Remote Deployment

721

Unified CCE Servers for Remote CVP Deployment

722

Modify Unified CCE Router

722

Add Remote VRU PG Using Unified CCE Configuration Manager

722

Configure VRU PG for Remote CVP Deployment

722

Remote CVP and CUCM Deployment

724

Unified CCE Servers for Remote CVP and CUCM Deployment

724

Modify Unified CCE Router

724

Add Remote Generic PG Using Unified CCE Configuration Manager

724

Configure Generic PG for Remote CVP and CUCM Deployment

725

Configure Local Trunk

726

Configure Unified CVP

727

Configure Unified Communications Manager

728

Add Location

728

Verify Application User Roles

729

Configure SIP Profile for LBCAC

729

xxxviii

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

C H A P T E R 1 5

C H A P T E R 1 6

Deploy SIP Trunk for Central Branch

730

Deploy SIP Trunk for Local Branches

730

Configure Location Bandwidth Manager

730

Solution Serviceability

731

Monitor System Performance

731

Virtual Machine Performance Monitoring

731

ESXi Performance Monitoring

733

Collect System Diagnostic Information Using Unified System CLI

735

Run Unified System CLI in the Local Machine

736

Run Unified System CLI in the Remote Machine

737

Appendix 739

Migrate CCE Servers to the New Domain

739

Associate Virtual Machine with New Domain

739

Associate Unified CCE with New Domain

740

Supported Gadgets and API

740

Supported API for HCS

741

Supported Gadgets for HCS

742

Administrator API

742

Cisco Unified Communications Manager Configurations

743

Provision Cisco Unified Communications Manager

743

Set Up Device Pool

744

Set Up Unified Communications Manager Groups

744

Set Up CTI Route Point

745

Set Up Trunk

745

Set Up Application User

746

Set Up SIP Options

746

Set Up Route Pattern

747

Set Up Conference Bridge

747

Set Up Media Termination Point

748

Set Up Transcoder

748

Set Up Media Resource Group

748

Set Up and Associate Media Resource Group List

749

Set Up Enterprise Parameters

750

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxxix

Contents

Set Up Service Parameters

750

Set up Recording Profile

751

Configuring Device

751

Disable iLBC, iSAC and g.722 for Recording Device

751

Set up Music on Hold Server Audio Source

752

Set up Service Parameters for Music on Hold

753

Set up Phone Configuration for Music on Hold

753

Setup Partition

753

Setup Calling Search Space

754

Associate CSS and Partition with Phones and Lines

754

Associate CSS with Trunk

755

Provision Cisco Unified Communications Manager for Core Component Integrated

Options

755

Configure Agent Greeting

755

Configure Mobile Agent

756

Configure Local Trunk

757

Deploy SIP Trunk

757

Configure Outbound Dialer

758

Configure A-Law Codec

758

Create SIP Trunk between CUCM and CUBE (SP)

758

Create SIP Trunk Security Profile

759

Create SIP Trunk

759

Configure Music on Hold

760

Configure Unified Communication Manager

760

Configure Music on Hold Server Audio Source

760

Configure Service Parameters for Music on Hold

760

Modify Phone configuration for Music On Hold

761

Provision Cisco Unified Communication Manager for Optional Cisco Components

761

Configure RSM

761

Configure Simulated Phone

761

Create Simphone Device Dependencies

762

Create Simphone Device

763

Associate a Line DN to Simphone Device

764

Use Simphone Bulk Administration Tool

765

Set Up Login Pool Simphone

766

xl

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Contents

Create RSM User Group

766

Create RSM Application User

767

Set Up Agent Phone Device

767

Configure MediaSense

768

Base Configuration Parameters

768

Base Configuration Parameters for 500 and 1000 Agent Deployment

768

PG Explorer

769

ICM Instance Explorer

769

Network VRU Explorer

769

System Information

770

Expanded Call Variable List

770

Network VRU Script List

772

Agent Desk Settings List

773

Application Instance List

773

Media Class for Multi-Channel

774

Media Routing Domain

774

Network VRU Mapping

774

Agent Targeting Rule

774

Outbound Dialer

775

Base Configuration Parameters for 4000 Agent Deployment

775

PG Explorer

776

ICM Instance Explorer

777

Network VRU Explorer

777

System Information

778

Expanded Call Variable List

778

Network VRU Script List

778

Agent Desk Settings List

778

Application Instance List

778

Media Class for Multi-Channel

778

Media Routing Domain

779

Network VRU Mapping

779

Agent Targeting Rule

779

Outbound Dialer

780

Base Configuration Parameters for Small Contact Center Agent Deployment

780

PG Explorer

780

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xli

Contents

ICM Instance Explorer

781

Network VRU Explorer

781

System Information

782

Expanded Call Variable List

782

Network VRU Script List

782

Agent Desk Settings List

782

Application Instance List

783

Network VRU Mapping

783

Base Configuration Parameters for 12000 Agent Deployment

783

PG Explorer

783

ICM Instance Explorer

784

Network VRU Explorer

785

System Information

785

Expanded Call Variable List

785

Network VRU Script List

785

Agent Desk Settings List

785

Application Instance List

785

Media Class for Multi-Channel

785

Media Routing Domain

786

Network VRU Mapping

786

Agent Targeting Rule

786

Outbound Dialer

786

IOPS values for Unified Communication Manager

787

Mount and Unmount ISO Files

787

Set Up NTP and Time Configuration at the Customer Site

788

CCDM Logging and MaxSizeRollBackups

789

Logging

789

Set Logging Level Using the Unified System CLI in the CCDM Server

789

MaxSizeRollBackups

790

Automation Tool Spreadsheet

790

Install and Configure Jabber for Windows

793

Install and Configure Jabber Client

793

Configure Jabber Using UCDM

794

Add End User

794

Glossary 795

xlii

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Preface

Purpose, page xliii

Audience, page xliii

Change History, page xliv

Obtaining Documentation and Submitting a Service Request, page xliv

Purpose

This document provides the overview, design, installation and configuration of Cisco Hosted Collaboration

Solutions for Contact Center. It provides all technical specifications and requirements, a list of procedures you must perform to install and configure this solution, and a configuration example.

Audience

This document assumes that you are already familiar with Cisco Contact Center products. You must acquire the necessary knowledge and experience regarding deployment and management of virtual machines before you deploy components on VMware virtual machines. Therefore, you must have a sound knowledge of the

VMware infrastructure.

Cisco HCS for Contact Center is a subset of Core HCS, this document assumes that the HCS infrastructure is ready to set up the contact center. Therefore, components such as UCDM, Perimeta, and PCA must be installed as part of HCS setup.

Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xliii

Preface

Change History

Change History

Change

Outbound consideration updated for

Small Contact Center deployment model

See

Connection Modes, on page 130

Call by Call connection mode is supported

Specification Based Hardware support section is updated

Initial Publication Release

Specification-Based Hardware Support,

on page 48

Date

April 2016

January 2016

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service request, and gathering additional information, see What's New in Cisco Product Documentation .

To receive new and revised Cisco technical content directly to your desktop, you can subscribe to the What's

New in Cisco Product Documentation RSS feed . RSS feeds are a free service.

xliv

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

C H A P T E R

1

Cisco HCS for Contact Center

Cisco HCS for Contact Center Topology, page 2

Cisco HCS for Contact Center Options and Feature Support, page 3

Shared Management and Aggregation, page 8

Core Solution Components, page 11

Core Component Integrated Options, page 18

Optional Cisco Components, page 22

Optional Third-Party Components, page 26

Deployment Models, page 28

Remote Deployment options, page 42

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

1

Cisco HCS for Contact Center

Cisco HCS for Contact Center Topology

Cisco HCS for Contact Center Topology

The following figure shows the high-level solution topology for Cisco HCS for Contact Center.

Figure 1: Cisco HCS for Contact Center

Cisco HCS for Contact Center service delivers Cisco Unified Contact Center Enterprise (Unified CCE) on a pair of duplexed Unified Computing System (UCS)

Table 2: B200 M4 Blades , referred to as Side A and Side

B. Cisco HCS for Contact Center offers the same shared management (service fulfillment and assurance) and aggregation (carrier trunks) that is common for all customer instances and used for other Cisco HCS services.

Cisco HCS for Contact Center is deployed in a virtualized environment, using OVA templates that are downloaded from Cisco Systems .

For an illustration of the topology see the following illustration.

The Contact Center aggregation layer and the shared management layer combines Cisco HCS components with the multiple network connections and route requests to the dedicated customer instances. Shared

2

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Cisco HCS for Contact Center

Cisco HCS for Contact Center Options and Feature Support

aggregation consists of PGW and Perimeta SBC and shared management consists of UCDM, CCDM, Cisco

Prime Collaboration Assurance (PCA), DCNM, UCS Manager, vCenter, and ASA (Firewall/NAT).

Figure 2: Cisco for HCS Contact Center Topology

Cisco HCS for Contact Center Options and Feature Support

Table 1: Core Components and Functionality included for HCS for Contact Center

Component Functionality

Contact Center Domain Manager (CCDM)

Cisco Unified Contact Center Enterprise (UCCE)

Day 2 web configuration and WebServices API

Voice ACD

Cisco Unified Customer Voice Portal (Unified CVP) Self Service, IVR, and rich VXML scripting

Cisco Unified Intelligence Center (CUIC) Reporting

Cisco Unified Communications Manager (CUCM) PBX, Call Control, and back-office phones

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

3

Cisco HCS for Contact Center

Cisco HCS for Contact Center Options and Feature Support

Component

Cisco Finesse (Finesse)

Functionality

Web 2.0 Agent Desktop

Unified Communications Domain Manager (UCDM) Provision Unified Communications Domain Manager

HCS for Contact Center offers the following features and options that are pre-sized within core components.

• Core component Integrated options:

â—¦Courtesy Callback

â—¦Agent Greeting

â—¦Whisper Announcement

â—¦Database Integration

â—¦Mobile Agent

â—¦Outbound Dialer

â—¦Post Call Survey

â—¦Precision Routing

â—¦A-law codec

â—¦CM Based Silent Monitoring

â—¦Back-office phone support

â—¦Finesse IP Phone Agent

• Optional Cisco components:

â—¦AW-HDS-DDS

Note

AW-HDS-DDS is a optional component for both 500 agent deployment and 1000 agent deployment.

â—¦Span-based monitoring

â—¦Unified WIM and EIM

Note

Supports Email, Chat and Web Call Back.

â—¦Cisco RSM

â—¦Cisco MediaSense

â—¦Cisco Unified SIP Proxy

â—¦Avaya PG

4

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Cisco HCS for Contact Center

Cisco HCS for Contact Center Options and Feature Support

â—¦Remote Expert Mobile

â—¦Cisco Virtualized Voice Browser

• Optional third-party components:

â—¦Wallboard

â—¦Workforce Management

â—¦Recording

â—¦Speech-ASR/TTS

â—¦Cisco Solution Plus

• Remote Deployment options:

â—¦Global Deployments

â—¦Local Trunks

â—¦Remote Office Options

At this time, the following solution options and features are not supported in HCS for Contact Center

Note 1

The following list is not exhaustive list. As a rule, if an option or feature is not mentioned in this document, it is not supported in this deployment.

2

Non-Contact Center UC applications such as Cisco Unity Connection or third party applications such as CRM and recording - may be deployed on external servers, if the hardware, co-residency, and support requirements are met for each application residing on that server. Refer to the respective external application's documentation.

• Cisco Agent Desktop

• Cisco Agent Desktop Browser Edition

• Cisco Intelligent Contact Management (ICM) to ICM Gateway

• Cisco Unified IP IVR

• CVP models other than comprehensive type 10

• H.323 or MGCP signaling

• ICM Application Gateway

• IP Phone Agent (CAD based)

• Parent Child

• SCCP Agent phones

• TDM (3 rd party legacy ACD integration) PG, except Avaya PG

The following figure shows the list of features and options supported for HCS for Contact Center Release.

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

5

Cisco HCS for Contact Center

Cisco HCS for Contact Center Options and Feature Support

In several instances, configuration and capacity limits in this document supersede the information in Cisco

Unified Contact Center Enterprise Design Guide and Unified Cisco Voice Portal Design Guide.

Figure 3: HCS Contact Center Options and Feature Support

6

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Cisco HCS for Contact Center

Cisco HCS for Contact Center Options and Feature Support

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

7

Cisco HCS for Contact Center

Shared Management and Aggregation

Shared Management and Aggregation

This section describes the following shared management components and aggregations:

Unified Contact Center Domain Manager, on page 8

Unified Communication Domain Manager, on page 9

ASA NAT and Firewall, on page 10

Cisco Prime Collaboration - Assurance, on page 10

Perimeta SBC, on page 11

Unified Contact Center Domain Manager

Cisco Unified Contact Center Domain Manager (Unified CCDM) is a browser-based management application that is designed for use by Contact Center/system administrators, business users, and supervisors. It is a dense, multi-tenanted provisioning platform that overlays the Contact Center equipment. The Contact Center equipment consists of configuration items, generally known as resources, such as agents or skill groups, and events that are logged when the resources are used by the equipment, such as call record statistics. CCDM also manages

CVP Day 2 operations ( Media files and VXML applications ).

Unified CCDM partitions the resources in the equipment using a familiar folder paradigm. These folders are then secured using a sophisticated security structure that allows administrators to specify which users can perform which actions within the specified folders. Unified CCDM supplies a number of tools that operate on the configuration and statistics data and allow users to modify both the Contact Center and Unified CCDM itself. The tools are all inherently multi-tenanted and the following tools are currently supported:

• Information Notices tool provides a Message of the Day"functionality

• Resource Manager tool enables users to create and modify resources such as agents or call types and organize them into a hierarchical folder structure

• Security Manager tool enables administrators to set up and manage security permissions

Unified CCDM focuses on supplying multi-tenancy functionality, playing to the business plans of hosts and large enterprises by enabling distributed or disparate Contact Center equipment to be partitioned:

• Unified CCDM abstracts and virtualizes the underlying Contact Center equipment, thereby allowing centralized deployment and decentralized control, which in turn gives economies of scale while supporting multi-level user command and control.

• Unified CCDM allows the powerful and flexible native provisioning operations to be abstracted into simple, high-level tasks that enable business users to rapidly add and maintain Contact Center services across the virtualized enterprise (or portion thereof).

• Unified CCDM users can see only the resources in the platform that they are entitled to see, thereby giving true multi-tenancy.

• Unified CCDM users can only manipulate resources visible to them, by using the tools and features they are authorized to use, thereby giving role-based task control.

The advantages of CCDM are :

8

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Cisco HCS for Contact Center

Unified Communication Domain Manager

• Provides Northbound APIs (SOAP and REST).

• Can be used at the shared management level across multiple customer instances.

• OVAs are sized for 50000 active and 300000 configured agents across multiple customer instances.

Unified CCDM maintains a complete data model of the Contact Center equipment to which it is connected.

This data model is periodically synchronized with the equipment. In addition to the configuration information such as agent and skill groups, Unified CCDM records the events logged by the equipment, such as call records, for management information and reporting.

Unified CCDM provisions multiple Contact Center customer instances. It also provides the northbound REST and SOAP interfaces for multiple instances from a shared Unified CCDM.

Install the Unified CCDM servers on a Service Provider Management AD domain and create a trust relationship with the Unified CCDM domain and each customer instance domain.

Refer to the sections

Install and Configure Unified CCDM, on page 195

and

Provision Unified CCE Using

Unified CCDM, on page 501

for Installing and provisioning Unified CCDM information respectively.

Unified Communication Domain Manager

In HCS, Unified Communications Domain Manager provisions Unified Communications (UC) applications and devices, such as Cisco Unified Communications Manager (Unified Communications Manager).

Unified Communications Domain Manager is a multi-tenant application, so you can use the Unified

Communications Domain Manager server to provision all HCS customers. HCS supports multinode Unified

Communications Domain Manager instance per HCS installation.

Figure 4: Unified Communication Domain Manager

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

9

Cisco HCS for Contact Center

ASA NAT and Firewall

For more information about Unified Communication Domain Manager, see

Install and Configure Unified

Communication Domain Manager, on page 221

.

ASA NAT and Firewall

Cisco Adaptive Security Appliance (ASA) Firewall partitions a single security appliance into multiple virtual devices known as security contexts. Each context is an independent device, with its own security policy, interfaces, and administrators. Multiple contexts are similar to having multiple standalone devices. Each context keeps customer traffic separate and secure, and also makes configuration easier. All customer traffic is first sent to the firewall before forwarding to the computer resources.

For more information about ASA NAT and Firewall, see

Install and Configure ASA Firewall and NAT, on

page 227 and

Firewall Hardening Considerations, on page 191

.

Cisco Prime Collaboration - Assurance

Cisco Prime Collaboration Assurance is a comprehensive video and voice assurance and management system with a set of monitoring, troubleshooting, and reporting capabilities that help ensure end users receive a consistent, high-quality video and voice collaboration experience. You can deploy Prime Collaboration in either Managed Service Provider (MSP) mode. The following are the key features of Cisco Prime Collaboration.

• Voice and Video Unified Dashboard

• Device Inventory Management

• Voice and Video Endpoint Monitoring

• Diagnostics

• Fault Management

• Reports

• Live Contact Center topology with link status, device status, device performance, device 360.

• Contact Center device discovery

• Contact Center devices real time performance monitoring.

• Events and Alarms along with root cause analysis.

• Contact Center device Dashboards - Pre-canned and custom

• Threshold, Syslog, Correlation and System Rules - Pre-canned and custom

• Multi-tenancy and logged-in agent licensing information.

For more information about Cisco Prime Collaboration - Assurance, see

Cisco Prime Collaboration Assurance

Integration for Small Contact Center Deployment Model, on page 498

and

Install and Configure Prime

Collaboration Assurance, on page 239

.

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Cisco HCS for Contact Center

Perimeta SBC

Perimeta SBC

Perimeta Session Border Controller (SBC) is a Metaswitch's family of carrier-class Session Border Controller

(SBC) products which is a session-aware device designed for Communications over IP ,it protects a network from malicious traffic and excessive call load - as well as providing other session-based services such as protocol interworking. Perimeta SBC is an advanced Session Border Controller based on Metaswitch's field-proven SBC technology.

Perimeta SBC facilitates in SIP trunk aggregation and distribution of SIP calls to individual customer instances.

It streamlines the SIP traffic ALG functionality in small contact center deployment.

Perimeta SBC works to solve the Communications over IP network problems by ensuring the following:

Security: Perimeta SBC filters out malicious traffic before it reaches the network, accepting only valid

SIP signaling traffic. If a call is accepted into the network, Perimeta SBC opens dynamic pinholes for the media, and ensures that only traffic conforming to the parameters negotiated in the call setup request flows through those pinholes.

Quality of Service: Perimeta SBC processes every SIP signaling request to decide whether the network can provide the requested service, given current loading patterns.

Accessibility: Perimeta SBC detects when it is contacted by a device behind a NAT, caches the details of the NAT pinholes created by that device and invokes standard protocol mechanisms to ensure that the pinhole remains open and hence that the device is available for incoming calls.

Core Solution Components

This section describes the following core solution components:

Unified CCE, on page 11

Unified CVP, on page 14

Unified Communication Manager, on page 15

Unified Intelligence Center, on page 17

Cisco Finesse, on page 18

CUBE-Enterprise, on page 18

Unified CCE

Unified Contact Center Enterprise (Unified CCE) is the software application that provides the contact center features, including agent state management, agent selection, call routing and queue control, IVR control, CTI

Desktop screen pops, and contact center reporting. The Unified CCE runs on Cisco Unified Communications on Cisco Unified Computing System (Cisco Unified Communications on Cisco UCS) virtualized servers or exact equivalents unless otherwise specified. There are following major components of a Unified CCE deployment:

• Router

• Logger

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

11

Cisco HCS for Contact Center

Unified CCE

• Peripheral Gateway (PG)

• Administration & Data Server

• Live Data Server

Router

The Router is the brain of Unified CCE. It is capable of running user defined scripts to make decisions on what should happen with calls, and it has the ability to figure out how to get a call from one place to another.

Routers are "duplex" entities, whereby two separate, distributed instances (identified as Side A and Side B) use the MDS to keep in lock-step with its other side, ensuring that any outage of one side guarantees that the system continues operating without failures or impairments - the opposite side assumes sole responsibility for making routing decisions. All data as well as call control messaging is shared between sides to ensure that both sides have the same data by which to make (the same) routing decisions. Both router sides are "in service" concurrently.

Logger

The Logger is used by Unified CCE to store historical data and configuration data about the call center. It is the place where historical data is first stored, and from which it is later distributed. The Logger uses a synchronization process that is a little different than the Router. The messages coming to the Logger are only sent from the corresponding Router. Side A Router only sends messages to the Side A Logger. Side B Router only sends messages to the Side B Logger. Because the routers are running in lock-step, it is guaranteed that while messages are flowing they are the same messages. The Loggers also distribute historical data to HDS and configuration and real time data to the Administration & Data Servers through MDS.

Peripheral Gateway

The PG is the component that talks to the telephony devices through their own proprietary CTI interface in a

Unified CCE system. These devices can be ACDs, IVR devices or an IP PBX. The PG normalizes whatever protocol the telephony device speaks, and keeps track of the state of agents and calls that are on that device.

The PG sends this status to the Router, as well as forwards requests requiring customer logic to the Router.

The component of the PG that does the normalization is called a Peripheral Interface Manager (PIM). This component is responsible for actually talking to the peripheral and translating whatever proprietary language it speaks into the normalized one that the OPC and the rest of the PG understands. Co-resident with the PG is the CTI Gateway (CG - CTI Server component) and the CTI Object Server (CTI OS)

There are several groups that PGs fall into. The first classification of PG includes those that talk to an ACD or Unified CM that has agents on it. It talks a proprietary CTI protocol to the switch, and maintains the state of agents and calls in queue on the device. The second classification of PG is a VRU or Media Routing (MR)

PG. These PGs expose an interface that is client-neutral. In the case of the VRU PG, this interface is tailored to voice calls; in the case of the MR PG, it is more generic task routing that is exposed. The third classification of PG is the group PG (Generic PG). This PG allows multiple PIMs of different types to reside inside of the same PG.

Administration & Data Server

The Administration & Data Server is the main interface to the Unified ICM/CC configuration. On the

Administration & Data Server resides a database which contains a copy of the configuration information

12

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Cisco HCS for Contact Center

Unified CCE

contained in the Logger. A Distributor process, which receives updates from the central controller, writes to the database to keep everything in sync. Multiple clients read the configuration from the database and send update messages to the central controller's DB Agent process. The two main clients in the Administration &

Data Server are the configuration tools which are used to provide a GUI to update the configuration, and the

Configuration Management Server (CMS) process which is used to provide the Configuration API (ConAPI).

The Administration & Data Server does not have a dependent twin but rather provides fault tolerance in numbers (N+1 model).

The Administration & Data Servers are classified into the following roles in HCS-CC based on the system configuration and the call load that it can handle:

Administration Server (Configuration and Real-Time Reporting):

This role is similar to the former Distributor AW model which provides the capability for configuration changes as well as real-time reporting. The real-time reporting is supported using Cisco Unified

Intelligent Center (Reporting client). No historical reporting is supported

Administration Server, Historical Data Server, and Detail Data Server (AW-HDS-DDS):

This Administration & Data Server deployment role is similar to the existing Distributor AW with HDS model which provides the capability for configuration changes as well as both real-time and historical reporting. The real-time and historical reporting is supported using Cisco Unified Intelligence Center

(Unified Intelligence Center Reporting client). Call detail and call variable data are supported for custom reporting data extraction to feed historical data.

Administration Server And Historical Data Server (AW-HDS):

This Administration & Data Server deployment role provides the capability for configuration changes as well as both real-time and historical reporting. Real-time and historical reporting are supported using

Cisco Unified Intelligence Center Reporting user. The following features are disabled and not supported:

• Call Detail, Call Variable, and Agent State Trace data

• Custom reporting data extraction

Historical Data Server and Detail Data Server (HDS-DDS):

The HDS-DDS deployment model is used specifically for data extraction and for custom reports for call detail (TCD and RCD) only. The following features are disabled and not supported:

• Real-time data reporting

• Ability to make configuration changes

This deployment role is limited to one per Logger side.

Nomenclature Table

CCE Call Server

CCE Data Server

CCE Rogger

CCE Central Controller

Router and PG

Logger and AW

Router and Logger running on same VM

Router and Logger

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

13

Cisco HCS for Contact Center

Unified CVP

Unified CVP

Cisco Unified Customer Voice Portal combines open-standards support for speech with intelligent application development and industry-best call control to deliver personalized self-service to callers-either as a standalone interactive-voice-response (IVR) system or transparently integrated with a contact center. The following topics describe the Cisco Unified Customer Voice Portal (CVP) product components.

• Call Server

• VXML Server

• Media Server

• Unified CVP Reporting Server

• Unified CVP Operations Console Server

• CVP Server includes CVP Call Server, VXML Server, Media Server

Call Server

The Call Server component provides the following independent services, which all run on the same Windows

2012 R2 server:

SIP service: This service communicates with the Unified CVP solution components such as the SIP

Proxy Server, Ingress Gateway, Unified CM SIP trunks, and SIP phones. The SIP service implements a Back-to-Back User Agent (B2BUA). This B2BUA accepts SIP invites from ingress voice gateways and typically directs those new calls to an available Voice XML gateway port. After completing call setup, the Unified CVP B2BUA acts as an active intermediary for any subsequent call control. While the Unified CVP SIP signaling is routed through this service, this service does not touch the RTP traffic.

Integrated into this B2BUA is the ability to interact with the Cisco Unified ICM via the ICM Service.

This integration provides the ability for the SIP Service to query the Unified ICM for routing instruction and service control. This integration also allows Unified ICM to initiate subsequent call control to do things such as requesting that a caller be transferred from queue to an agent or transferred from one agent to another agent.

ICM service: This service is responsible for all communication between Unified CVP components and

Unified ICM. It sends and receives messages on behalf of the SIP Service and the IVR Service.

IVR service: This service creates the Voice XML pages that implement the Unified CVP Micro applications based on Run VRU Script instructions received from Unified ICM. The IVR Service functions as the VRU leg (in Unified ICM Enterprise parlance), and calls must be transferred to it from the SIP Service in order to execute Micro applications. The Voice XML pages created by this module are sent to the Voice XML gateway to be executed.

VXML Server

The VXML Server executes advanced IVR applications by exchanging VoiceXML pages with the VoiceXML gateway's built-in voice browser. Like almost all other Unified CVP product components, it runs within a

Java 2 Enterprise Edition (J2EE) application server environment such as Tomcat and many customers add their own custom-built or off-the-shelf J2EE components to interact with back-end hosts and services. The

VXML Server applications are written using Cisco Unified Call Studio and are deployed to the VXML Server

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Cisco HCS for Contact Center

Unified Communication Manager

for execution. The applications are invoked on an as-needed basis by a special Micro application which must be executed from within the Unified CCE routing script.

Media Server

The Media Server component is a simple Web Server, such as Microsoft IIS or Apache, which can provide prerecorded audio files, external VoiceXML documents, or external ASR grammars to the gateway. Some of these files can be stored in local flash memory on the gateways. However, in practice, most installations use a centralized media server to simplify distribution of prerecorded customer prompt updates. Media Server functionality can also include a caching engine. The gateways themselves, however, can also do prompt caching when configured for caching. Typical Media Servers used are Microsoft IIS and Apache, both of which are HTTP-based.

Unified CVP Reporting Server

The Unified CVP Reporting Server is a Windows 2012 R2 server that hosts an IBM Informix Dynamic Server

(IDS) database management system. The Reporting Server provides consolidated historical reporting for a distributed self-service deployment. The database schema is prescribed by the Unified CVP product, but the schema is fully published so that customers can develop custom reports based on it. The Reporting Server receives reporting data from the IVR Service, the SIP Service (if used), and the Unified CVP VXML Server

(VXML Server). The Reporting Server depends on the Unified CVP Call Server (Call Server) to receive call records.

The Reporting Server does not itself perform database administrative and maintenance activities such as backups or purging. However, Unified CVP provides access to such maintenance tasks through the Unified

CVP Operations Console Server.

Unified CVP Operations Console Server

The Unified CVP Operations Console Server is a Windows 2012 R2 server that provides an Operations

Console for the browser-based administration and configuration for all Unified CVP product components, and it offers shortcuts into the administration and configuration interfaces of other Unified CVP solution components. The Operations Console is a required component in all Unified CVP deployments.

The Operations Console must be run on a separate machine from other Unified CVP devices.

The Operations Console is, in effect, a dashboard from which an entire Unified CVP deployment can be managed.

The Operations Console Server is not a redundant component. As such, you cannot duplicate the Operations

Console Server within a deployment. Back up the configuration database regularly or when a change is made, because the Operations Console Server is an essential component, and cannot be duplicated within a deployment.

Unified Communication Manager

Call Processing Nodes, on page 16

TFTP and Music on Hold Nodes, on page 17

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

15

Cisco HCS for Contact Center

Unified Communication Manager

Call Processing Nodes

Cisco Unified Communications Manager (formerly named as Cisco Unified Call Manager) serves as the software-based call-processing component of the Cisco Unified Communications family of products. A wide range of Cisco Media Convergence Servers provides high-availability server platforms for Cisco Unified

Communications Manager call processing, services, and applications.

The Cisco Unified Communications Manager system extends enterprise telephony features and functions to packet telephony network devices such as IP phones, media processing devices, voice-over-IP (VoIP) gateways, and multimedia applications. Cisco Unified Communications Manager provides signaling and call control services to Cisco integrated telephony applications as well as third-party applications. Cisco Unified

Communications Manager performs the following primary functions:

• Call processing

• Signaling and device control

• Dial plan administration

• Phone feature administration

• Directory services

• Operations, administration, maintenance, and provisioning (OAM&P)

• Programming interface to external voice-processing applications such as Cisco IP Communicator, Cisco

Unified Customer Voice Portal (CVP).

The Cisco Unified Communications Manager system includes a suite of integrated voice applications that perform voice-conferencing and manual attendant console functions. This suite of voice applications means that no need exists for special-purpose voice-processing hardware. Supplementary and enhanced services such as hold, transfer, forward, conference, multiple line appearances, automatic route selection, speed dial, last-number redial, and other features extend to IP phones and gateways. Because Cisco Unified

Communications Manager is a software application, enhancing its capabilities in production environments requires only upgrading software on the server platform, thereby avoiding expensive hardware upgrade costs.

Distribution of Cisco Unified Communications Manager and all Cisco Unified IP Phones, gateways, and applications across an IP network provides a distributed, virtual telephony network. This architecture improves system availability and scalability. Call admission control ensures that voice quality of service (QoS) is maintained across constricted WAN link and automatically diverts calls to alternate public switched telephone network (PSTN) routes when WAN bandwidth is not available.

A web-browse-able interface to the configuration database provides the capability for remote device and system configuration. This interface also provides access to HTML-based online help for users and administrators.

Cisco Unified Communications Manager, designed to work like an appliance, refers to the following functions:

• Cisco Unified Communications Manager servers can get pre-installed with software to ease customer and partner deployment and automatically search for updates and notify administrators when key security fixes and software upgrades are available for their system. This process comprises Electronic Software

Upgrade Notification.

• You can upgrade Cisco Unified Communications Manager servers while they continue to process calls, so upgrades take place with minimal downtime.

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Unified Intelligence Center

• Cisco Unified Communications Manager supports the Asian and Middle Eastern markets by providing support for Unicode on higher resolution phone displays.

• Cisco Unified Communications Manager provides Fault, Configuration, Accounting, Performance, and

Security (FCAPS).

TFTP and Music on Hold Nodes

A TFTP subscriber or server node performs two main functions as part of the Unified CM cluster:

• The serving of files for services, includes configuration files for devices such as phones and gateways, binary files for the upgrade of phones as well as some gateways, and various security files

• Generation of configuration and security files, which are usually signed and in some cases encrypted before being available for download

• The Cisco TFTP service that provides this functionality can be enabled on any server in the cluster.

However, in a cluster with more than 1250 users, other services might be impacted by configuration changes that can cause the TFTP service to regenerate configuration files. Therefore, Cisco recommends that you dedicate a specific subscriber node to the TFTP service and MOH feature for a cluster with more than 1250 users or any features that cause frequent configuration changes

• Cisco recommends that you use the same hardware platform for the TFTP subscribers as used for the call processing subscribers

• A Unified Communications Manager MoH server can generate a MoH stream from two types of sources, audio file and fixed source, either of which can be transmitted as unicast or multicast

Unified Intelligence Center

Cisco Unified IC offers both a web-based reporting application and an administration interface. The reporting application runs on the Members. The administration application runs on the Controller. Unified IC reporting features include multi-user support, customized reports, security, multiple display formats, web accessibility, and Web 2.0-like mashup support to display data from multiple sources on a single dashboard. These features make Unified IC a valuable tool in the Information Technology arsenal of any organization and position it as a drop-in replacement or solution for most reporting requirements. Cisco Unified IC reporting capabilities include

• Web 2.0 based dashboard mashups

• powerful grid presentations of reports with sorting and grouping

• chart and gauge presentations of reports

• association of multiple report displays with the same report definition

• custom filters

• custom thresholds to alert on the data

• pre-installed stock report templates for Unified CCE data

• ability to report data from JDBC compatible data sources

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Cisco HCS for Contact Center

Cisco Finesse

Live Data Reporting System

Live Data Reporting System is a data reporting framework that processes real-time events with fast refresh rates and high availability. The Live Data Reporting System continuously pushes real-time updates to Unified

Intelligence Center reporting clients as the event occur.

Two other data flows, the Real Time and Historical Data flows, are used to support existing stock and custom reports via the Administrative Workstation (AW) database. In the Real Time data flow, the Router on the

Central Controller pushes all real-time updates every 10 seconds to the AW Distributors which write the data to tables in the AW database. Unified Intelligence Center queries the database periodically to retrieve the data stored in the AW database and presents it to clients, such as reports and dashboards. In contrast, Live Data continuously publishes only changed data directly to Unified Intelligence Center without the delay of controller write/reads to the database.

Cisco Finesse

Cisco Finesse is the next-generation agent and supervisor desktop for Cisco Unified Contact Center Enterprise, providing benefits across a variety of communities that interact with your customer service organization. It is designed to improve collaboration by enhancing the customer and customer service representative experience.

The Cisco Finesse agent and supervisor desktop for Cisco Unified Contact Center Enterprise integrates traditional contact center functions into a thin-client desktop. A critical characteristic is that every desktop is

100-percent browser-based and implemented through a Web 2.0 interface. No client-side installations are required. This reduces the total cost of ownership (TCO).

Cisco Finesse also provides a Web 2.0 software development kit (SDK) and gadgets to enable developers to quickly get started with implementing in your environment.

CUBE-Enterprise

The Cisco Unified Border Element is a special Cisco IOS software image that provides a network-to-network interface point for billing, security, call admission control, quality of service, and signaling interworking.

Cisco Unified Border Element Enterprise provides the feature set to support the transition to SIP trunking.

Cisco session border controller (SBC), the Cisco Unified Border Element, provides these important services between the enterprise and service provider networks:

Interworking: The capability to interconnect different signaling methods and variants.

Demarcation: The capability to act as a distinct demarcation point between two networks.

Security: The capability to intelligently allow or disallow real-time traffic between networks.

Core Component Integrated Options

This section describes the following core component integrated options:

Courtesy Callback, on page 19

Agent Greeting, on page 19

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Courtesy Callback

Whisper Announcement, on page 20

Database Integration, on page 20

Mobile Agent, on page 20

Outbound Dialer, on page 20

Post Call Survey, on page 21

Precision Routing, on page 21

A-law Codec, on page 21

CM based Silent Monitoring, on page 21

Back-office Phone support, on page 22

Finesse IP Phone Agent, on page 22

Courtesy Callback

Courtesy Callback limits the time a caller waits on the phone for an agent to answer. Instead of listening to queue music, callers have the option to have their calls returned when an agent becomes available.

Each call has a calculated Estimated Wait Time (EWT). When a callers' EWT approaches zero, the script initiates a call back to the caller. Upon retrieving the caller on the phone again, the caller is placed back into the queue in the order in which they first entered. Therefore, their call is transferred to an agent. For more information about Courtesy Callback, see

Courtesy Callback Considerations, on page 126

and

Configure

Courtesy Callback, on page 592

.

Agent Greeting

You can play a configurable, automated agent greeting to callers, standardizing the caller experience. The greeting helps keep the agent voices fresh because they do not have to repeat the same greeting on every call.

The Agent Greeting feature lets you record a message that plays automatically to callers when they connect to you. The greeting message can welcome the caller, identify the agent, and include other useful contextual information. With Agent Greeting, each caller receives a clear, well-paced, and language-appropriate introduction.

The process of recording a greeting is similar to recording a message for your voice mail. Depending on how your call center is set up, you can record different greetings that play for different types of callers (for example, an English greeting for English speakers or an Italian greeting for Italian speakers).

By default, greeting play is enabled when you log in to your agent desktop, but you can turn it off and on as necessary.

Agent Greeting is available to agents and supervisors who use IP Phones with Built-in-Bridge (BiB) that are controlled by the Unified CCE and Unified CM. These agents are typically located within a contact center.

This feature is subject to certain functional limitations. For more information about the Agent Greeting phone requirements and limitations, see

Agent Greeting Design Considerations, on page 129

.

To deploy the Agent Greeting feature, you must configure Unified CVP, Unified CCE, and Unifed CCM. For more information about these configurations, see

Configure Agent Greeting, on page 602

.

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Whisper Announcement

Whisper Announcement

Customers can play a configurable announcement to an agent right before the caller is connected, providing information about the type of call being delivered (for example, sales or tech support) and other guidance.

Agents get information about the caller through their headset, speeding problem handling and improving first-call resolution.

Whisper Announcement plays a brief, prerecorded message to an agent just before the agent connects with each caller. The content of the announcement can contain information about the caller that helps prepare the agent to handle the call. You can enable Whisper Announcement and specify the announcements to play in your Unified CCE call routing scripts. For more information about these scripts, see

Configure Whisper

Announcement, on page 613

.

Whisper Announcement is subject to certain limitations. For more information about Whisper Announcement, see

Whisper Announcement Considerations, on page 129

.

Database Integration

Database Integration provides the option to integrate with an external database and to create, or update, or retrieve the operations on a database table. For more information, see

Configure Database Integration, on

page 614 .

Mobile Agent

Mobile Agent enables an agent using any PSTN phone and a broadband VPN connection (for agent desktop communications) to function just like a Unified CCE agent sitting in a formal call center and using a Cisco

IP Phone monitored and controlled by Cisco Unified Communications Manager (Unified CM) JTAPI.

For more information about Mobile Agent, see

Mobile Agent Considerations, on page 130

and

Configure

Unified Mobile Agent, on page 619

Outbound Dialer

The Cisco Outbound Dialer application provides outbound dialing functionality along with the existing inbound capabilities of the Cisco Unified Contact Center Enterprise. This application enables the contact center to dial customer contacts and direct contacted customers to agents or IVRs. With Cisco Outbound Dialer, you can configure a contact center for automated outbound activities.

Note

HCS for Contact Center supports SIP dialer.

For more information about Outbound Dialer, see

Outbound Dialer Considerations, on page 133

and

Configure

Outbound, on page 623

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Post Call Survey

Post Call Survey

A Post Call Survey takes place after normal call treatment typically to determine whether a customer was satisfied with their call center experience. This feature enables you to configure a call flow that, after the agent disconnects from the caller, optionally sends the call to a Dialed Number Identification Service (DNIS) configured for a Post Call Survey.

The caller can be prompted during IVR treatment as to whether they want to participate in a Post Call Survey.

If they choose to do so, they are automatically transferred to the Post Call Survey after the normal call flow completes, for example, after the agent ends the conversation.

For more information about post call survey, see

Post Call Survey Considerations, on page 136

and

Configure

Post Call Survey, on page 641

.

Precision Routing

Precision Routing is a feature available with Cisco Unified Contact Center Enterprise (Unified CCE). Precision

Routing enhances and can replace traditional routing. Traditional routing looks at all of the skills to which an agent belongs and defines the hierarchy of skills to map business needs. However, traditional routing is restricted by its single dimensional nature. Precision Routing provides multidimensional routing with simple configuration, scripting, and reporting. Agents are represented through multiple attributes with proficiencies so that the capabilities of each agent are accurately exposed, bringing more value to the business.

You can use a combination of attributes to create multidimensional precision queues. Using Unified CCE scripting, you can dynamically map the precision queues to direct a call to the agent that best matches the precise needs of the caller.

For more information about Precision Routing, see

Configure Precision Routing, on page 515

A-law Codec

By default, HCS for Contact Center applications will accept incoming calls using Mu-Law codecs. However a-law codec is supported by changing the default values in Unified CVP, Unified Communications Manager and VXML/Ingress Gateways.

For more information about A-law codec, see

a-Law Codec Support Considerations, on page 137

and

Configure a-Law Codec, on page 642

CM based Silent Monitoring

Unified Communications Manager accomplishes silent monitoring with a call between the supervisor

(monitoring) device and the agent (monitored) device. The agent phone mixes and sends the agent's conversation to the supervisor phone, where it is played out to the supervisor.

Unified CCE supports the Silent Monitoring functionality available in Unified Communications Manager.

Unified Communications Manager Silent Monitoring supports only one silent monitoring session and one recording session for the same agent phone.

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Cisco HCS for Contact Center

Back-office Phone support

Note

Unified Communications Manager Silent Monitoring does not support mobile agents.

Back-office Phone support

Back-Office Agents have all of the functionality of the formal contact center agents. They also may be able to receive calls routed by the system or transferred from the formal contact center agents. See

Back-Office

Phone Support Considerations, on page 137

.

Finesse IP Phone Agent

With Finesse IP Phone Agent, you can access Finesse features on your Cisco IP phones as an alternative to accessing Finesse through your browser. For more information about Cisco Finesse IP Phone Agent, see

Finesse IP Phone Agent Considerations, on page 138

.

Optional Cisco Components

This section describes the following optional Cisco components:

AW-HDS-DDS, on page 22

SPAN-Based Monitoring, on page 23

Cisco Unified WIM and EIM, on page 23

Cisco Remote Silent Monitoring, on page 24

Cisco MediaSense, on page 25

Cisco Unified SIP Proxy, on page 25

Avaya PG, on page 25

Remote Expert Mobile, on page 26

Cisco Virtualized Voice Browser, on page 26

AW-HDS-DDS

Administration & Data Servers have several roles: Administration, Real-Time Data Server, Historical Data

Server, and Detail Data Server. The AW-HDS-DDS Server is a combination of Administration Server,

Real-Time and Historical Data Server, and Detail Data Server all in one. The Logger database retention period is 400 days of historical data and 40 days of detailed TCD and RCD records. If you require longer retention periods, optionally add a single AW-HDS-DDS server to the deployment. For more information about

AW-HDS-DDS, see

Configure Unified CCE AW-HDS-DDS, on page 409

.

Note

AW-HDS-DDS is optional component for 500 and 1000 agent deployment only.

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SPAN-Based Monitoring

SPAN-Based Monitoring

You can silently monitor the mobile agents through CTI OS based silent monitoring. In some cases, you must deploy a standalone silent monitor server. This silent monitor server gains access to mobile agent voice traffic through a SPAN port that you must configure to send all traffic to and from the agent gateway to the silent monitor server. The silent monitor server then filters and forwards voice traffic for the selected agent to the supervisor's silent monitor server. For more information about SPAN-Based Monitoring, see

SPAN-Based

Monitoring, on page 651

.

Cisco Unified WIM and EIM

Cisco Unified E-Mail Interaction Manager (Unified EIM) enables organizations to intelligently route and process inbound emails, webform inquiries, faxes, and letters. Cisco Unified Web Interaction Manager (Unified

WIM) provides agents with a comprehensive set of tools for serving customers in real time. It enables call center agents to provide immediate personalized service to customers through text chat messaging and page-push abilities. Agents can also use Unified WIM to assist customers using web chat.

Following are the Cisco Unified WIM and EIM supported features.

Email, on page 23

Chat Feature, on page 23

Web Callback and Delayed Callback, on page 24

Unified WIM and EIM Considerations, on page 139

For more information about Installation and Configuration Cisco Unified E-mail and Web Interface

Management, see Cisco Unified Email and Web Interface Management Documentation Guide .

Cisco Unified WIM and EIM Features

Email

Email is supported by Unified WIM and EIM to create a communication channel between a customer and an agent. There are various steps involved in efficiently responding to emails from customers. Emails are first retrieved into the system and routed to appropriate users or queues. Once a response is created, it is processed through the system and sent to the customer.

For information on how to configure emails, See Cisco Unified Email and Web Interface Management

Documentation Guide .

Chat Feature

It is an activity created for a chat session between a customer and an agent. A chat is a real time interaction between an agent and a customer during which they exchange text messages. As part of a chat, agents can also push web pages to customers. Based on how chat activities are routed to agents, they can be categorized as Standalone chats and Integrated chats. An integrated chat is routed to an integrated queue, and a message is sent to Unified CCE. Unified CCE processes the activity and assigns the chat to an available IPTA (ICM

Picks the Agent) agent.

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Cisco HCS for Contact Center

Cisco Remote Silent Monitoring

Web Callback and Delayed Callback

Web Callback

The Web Callback feature allows the user to request a callback by submitting a form on a website. Unified

WIM processes the submitted information and connects the user with an agent. In the Unified CCE integration, the Unified WIM sends a message to Unified CCE requesting Unified CCE to route the callback request to an agent. Unified CCEsends a message to Unified WIM with a message for Cisco Media Blender. Call Router supports the Web Callback for sending notification to the peripheral interface manager (PIM), and Media

Blender receives the message.

Delayed Callback

The Delayed Callback feature in the Unified CCE integration is similar to the Web Callback feature, but when the Unified WIM receives the delayed callback request, it adds the request in the Delayed Callback table.

Unified WIM sends the HTML page to the caller, indicating that the caller will receive a callback within a specified time. When the specified time arrives, Unified WIM moves the request to the Unified CCE queue for routing to Unified CCE. The call is then processed the same way as for Web Callback. For more information, see

Unified WIM and EIM Considerations, on page 139

.

Cisco Remote Silent Monitoring

The Cisco Remote Silent Monitoring (RSM) application allows for real-time phone-based monitoring of agents in the Cisco Unified Contact Center Enterprise (Unified CCE) environment. The RSM platform is installed on a Windows operating system as a single server instance, and a separate call flow script is hosted on the Unified CVP (VRU) platform.

When a supervisor dials into the VRU node using a VoIP or a plain old telephone service (POTS) phone:

• The incoming call is routed to the Unified CCE call flow script, then sent to a VXML call flow script.

• The script requests services and data from the RSM server, according to the caller’s input to system prompts.

• The script parses a response and provides data and voice streams to the caller.

The RSM system prompts allow for the selection of Random, Newest, or Problem call monitoring modes.

Callers can also select the specific agents they want to monitor based on the Agent ID (or Peripheral ID) of the agent, or they can select from a list of currently active agents. For more information about Cisco Remote

Silent Monitoring, see

Configure Cisco RSM, on page 656

and

Cisco RSM Considerations, on page 147

.

RSM Services

The RSM server runs two application instances, VLEngine (see

VLEngine, on page 24

) and Phone Sim (see

PhoneSim, on page 25

), which together provide RSM services to callers. The VLEngine tracks the environment state and handles most of the requests from the call flow script (that is the login authentication, agent listing, permissions required to monitor a call). The PhoneSim service manages the simulated phones.

VLEngine

VLEngine runs on the Tomcat application server software, which provides servlet hosting. So, when a supervisor who is dialed into RSM interacts with the system,the call flow script makes HTTP requests for

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Cisco MediaSense

dynamic content from VLEngine servlets and then parses the output. Requests for static content, such as audio prompts, are also made to the VLEngine in certain cases (for example, for the Unified CVP VXML script, through the use of its VXML VoiceBrowser step).

VLEngine monitors all Unified CCE events using CTI or CTI OS, keeping dynamic, real-time track of those agents currently handling calls, as well as the skill-group membership of those agents. So, for example, if an agent was previously not on a call when the caller first dialed in, but is now handling a call, that agent’s status is updated so the agent can now be monitored.

PhoneSim

PhoneSim device entries look and function exactly like hardware VoIP phones in the Unified Communications

Manager environment and they are managed and controlled by the RSM server. It functions as a supervisor’s

VoIP phone, and provides supervisor dial-in functionality. So, when a supervisor sends a request through

RSM to monitor an agent, the system identifies that it is streaming the monitored agent’s call data directly to the supervisor’s VoIP phone. In reality, the call is streamed to the PhoneSim service, which proxies it to the

VRU node for playback to the dialed-in supervisor.

For more information about the RSM requirements and limitations. See

Cisco RSM Bandwidth, Latency and

QOS Considerations, on page 149

,

Cisco RSM High Availability, on page 147

,

Cisco RSM Capabilities, on

page 149 .

For more information about the RSM configuration. See

Configure Cisco RSM, on page 656

Cisco MediaSense

Cisco MediaSense is the media-capture platform for Cisco Unified Communications. It can be used to record calls in Cisco contact centers. MediaSense can be used by compliance recording companies whose regulatory environment requires all sessions to be recorded and maintained. These recordings can later be used by a compliance auditor or a contact center supervisor to resolve customer issues or for training purposes. The recordings can also be used by speech analytics servers or transcription engines.

MediaSense uses Unified Communications Manager (Unified CM) to provide user-authentication services.

It uses Web 2.0 application programming interfaces (APIs) to expose its functionality to third-party customers to enable them to create custom applications. For more information about Cisco MediaSense, see

Cisco

MediaSense, on page 672

and

Cisco MediaSense Considerations, on page 150

.

Cisco Unified SIP Proxy

The Cisco

®

Unified SIP Proxy (USP) is a high-performance, highly available Session Initiation Protocol

(SIP) server for centralized routing and SIP signaling normalization. By forwarding requests between call-control domains, the Cisco Unified SIP Proxy provides the means for routing sessions within enterprise and service provider networks. The application aggregates SIP elements and applies highly developed routing rules. These rules enhance control, management, and flexibility of SIP networks. For more information on

Cisco Unified SIP Proxy, see

Cisco Unified SIP Proxy , on page 688

Avaya PG

Cisco Unified Intelligent Contact Management (Unified ICM) Peripheral Gateway (PG) supports Avaya

Automatic Call Distributor (ACD). Avaya PG is the component that communicates to the Avaya ACD device

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Cisco HCS for Contact Center

Remote Expert Mobile

that has agents on it. Avaya PG supports ACD using CVLAN (Call Visor LAN) Service, running on Avaya

Application Enablement Services (AES). CVLAN is an Avaya software option that allows the Unified ICM

PG to communicate with the Avaya ACD. CVLAN also allows the PG to perform Post-Routing, station monitoring, and third-party call control. For more information about Avaya PG, see

Avaya PG Considerations

, on page 153 and

Avaya PG, on page 705

.

Note

Avaya PG is an optional cisco component supported for 4000 and 12000 agent deployments only. Each

Avaya PG is counted towards the total number of supported PGs.

Remote Expert Mobile

Callers outside the enterprise's network engage in web-based video chats or expert assist sessions with agents.

Unregistered callers can make calls using standard browsers on PC or Mac computers, or tablets and smart-phones. Remote Expert Application Server and Media Broker components provide expert assist functionality, including co-browsing, screen sharing, remote control, annotation, content and URL push, and assisted form completion.

For more information about the Remote Expert Mobile deployment, see, Cisco Contact Center Solutions and

Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile .

Cisco Virtualized Voice Browser

Cisco Virtualized Voice Browser (Cisco VVB) provides a platform for interpreting VoiceXML documents.

When a new call arrives at the contact center, the VVB allocates a VXML port that represents the VoIP endpoint. Cisco VVB sends HTTP requests to Cisco Unified Customer Voice Portal (Unified CVP) VXML server. In response to HTTP request, the Unified CVP VXML server executes the request and sends dynamically generated VXML document. For more information about Cisco VVB, see

Cisco Virtualized Voice Browser

Considerations, on page 154

and

Cisco Virtualized Voice Browser, on page 711

.

Optional Third-Party Components

This section describes the following optional third-party components:

Speech - ASR/TTS, on page 27

Recording, on page 27

Wallboard, on page 27

Workforce Management, on page 27

Cisco Solutions Plus, on page 27

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Speech - ASR/TTS

Speech - ASR/TTS

Automatic Speech Recognition (ASR) allows callers to speak words or phrases to choose menu options. For example, after a caller dials, an Automated Attendant receives a welcome message, and is asked for the name of the caller, the caller can say a name and then be connected to that person.

Text-to-Speech (TTS) converts plain text (UNICODE) into speech. For example, VXML gateways either retrieves and plays back the pre-recorded audio files referenced in the VXML document or it streams media from text-to-speech (TTS) server.

Recording

The Recording option provides network-based, recording, playback, live streaming, and storage of media for compliance, quality management, and agent coaching including audio and video, with rich recording metadata.

The platform provides an efficient, cost-effective foundation for capturing, preserving, and mining conversations for business intelligence.

Wallboard

Wallboard provides the user with the ability to monitor, in real time, the service being provided to customers and display information on customer service metrics such as number of calls waiting, waiting call length, and

Service levels.

Workforce Management

Workforce Management (WFM) is a browser application that can be accessed by any user (agent, supervisor, scheduler, and administrator) who has the Internet Explorer browser. WFM does not use a thick client (which would require installation programs) and therefore, is ideally suited to a highly-distributed workforce environment.

WFM allows the scheduling of multiple Contact Service Queue (CSQs) and sites. A single WFM implementation may be used worldwide. It also allows the managing of key performance indicators and real-time adherence to schedules.

Cisco Solutions Plus

HCS-CC supports the following applications:

• OnQ Campaign Management Solution

• B+S CRM Connector for SAP, Siebel or Salesforce

• eGain Solutions Plus

• Nuance for CVP

• Nice Interaction Management Solution for Cisco MediaSense

• Calabrio Recording Applications for Cisco MediaSense

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27

Deployment Models

• Exony Solutions Plus VIM

Deployment Models

This section describes the following deployment models:

500 Agent Deployment, on page 29

1000 Agent Deployment, on page 32

4000 Agent Deployment, on page 32

12000 Agent Deployment Model, on page 35

Small Contact Center Deployment, on page 37

Cisco HCS for Contact Center

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500 Agent Deployment

500 Agent Deployment

The following figure shows the 500 or 1000 agent deployment with the high density B200 M4 Blades). Use the guidelines for http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware to add additional

VM for options.

Figure 5: 500 Agent or 1000 Agent Deployment Model

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29

500 Agent Deployment

Cisco HCS for Contact Center

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Cisco HCS for Contact Center

500 Agent Deployment

The following figure shows the 500 or less agent deployment model allowing a single blade to be shared for two customer instances.

Figure 6: 500 or Less Agent Deployment Model with Single Blade Shared by Two Customers

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Cisco HCS for Contact Center

1000 Agent Deployment

1000 Agent Deployment

Deployment Models, on page 28

shows the 1000 agent deployment with the high density B200 M4 blades.

Use the guidelines for specification-based hardware to add additional VMs for options. For more information about available options, see

Deployment Models, on page 28

.

4000 Agent Deployment

The following figure shows the 4000 agent deployment model with three pairs of high density

Tested Reference

Configurations

. The third pair of blade is optional for both CCB and CVP Reporting server. Also, the third pair of blade is required when the sum of calls at agents and the IVR exceeds 3600. Use the guidelines for specification-based hardware to add additional VMs for options. For more information about available options, see

Deployment Models, on page 28

.

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4000 Agent Deployment

Note

The below blade placement is an optimized version for B200 M4 servers only(

Tested Reference

Configurations .) For any other Specification-based hardware including B230 M2 Blades, the blade

placement needs to be designed as per the available vCPU and reservations of the Blades.

Figure 7: 4000 Agent Deployment Model

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4000 Agent Deployment

Cisco HCS for Contact Center

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12000 Agent Deployment Model

12000 Agent Deployment Model

The following figure shows the 12000 agent deployment model with eleven pairs of high density

Tested

Reference Configurations

. Use the guidelines for specification-based hardware to add additional VMs for options. For more information about available options, see

Deployment Models, on page 28

.

Figure 8: 12000 Agent Deployment Model

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12000 Agent Deployment Model

Cisco HCS for Contact Center

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Small Contact Center Deployment

Note

Blade A9-A11 and B9-B11 are required for the following cases:

1

If the required number of active agents are greater than 8000

2

If the sum of total calls at agents and IVR are greater than 14400

Small Contact Center Deployment

This deployment model uses shared Contact Center core components with two options based on the placement of peripheral components. Dedicated sub customer Unified CM and Peripheral gateways deployment supports up to 500 agents. In Shared Unified CM and Peripheral Gateway deployment sub customers can deploy on their shared infrastructure within the contact center core.

Dedicated components sub-customer option – Dedicated Cisco Unified CM, Peripheral Gateway and

Finesse sized for either 100 or 500 agents.

Shared components sub-customer option – Shared Cisco Unified CM, Peripheral Gateway and Finesse support up to 2000 agents across 100 Department enabled sub-customers.

Sub customer can avail any one of the option in their infrastructure.

The following figure shows the less than 100 agent deployment model with two pairs of high density

Table

2: B200 M4 Blades, on page 48

. The second pair of blades is optional for both CCB and CVP Reporting server but is required when the total calls at agents and the IVR exceeds 3600. Use the guidelines for specification-based hardware to add additional VMs for options. For more information about available options, see

Deployment Models, on page 28

.

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

37

Cisco HCS for Contact Center

Small Contact Center Deployment

Note

• For Cisco Finesse installation, you can use a local DNS server or shared DNS. For more information see,

Create DNS Server for Finesse in Small Contact Center Deployment, on page 436

..

• The blade placement below is an optimized version for UCSB200 M4 servers only (Tested Reference

Configuration). For any other Specification-based hardware including B230 M2 Blades, the blade placement needs to be designed as per the available vCPU and reservations of the Blades.

Figure 9: Small Contact Center Deployment Model for 100 Agents

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Cisco HCS for Contact Center

Small Contact Center Deployment

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

39

Cisco HCS for Contact Center

Small Contact Center Deployment

Note

Small Contact Center 100 agent deployment model with dedicated components sub-customer option does not support Live Data Reporting System.

Figure 10: Small Contact Center Deployment Model for 500 Agents

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Cisco HCS for Contact Center

Small Contact Center Deployment

Figure 11: Small Contact Center Deployment Model for Shared Component Sub Customer Option

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

41

Remote Deployment options

Cisco HCS for Contact Center

Remote Deployment options

HCS for Contact Center provides the following remote deployment options.

Global Deployments, on page 43

Local Trunk, on page 44

Remote Office Options, on page 44

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Cisco HCS for Contact Center

Global Deployments

Global Deployments

Global deployments enables the Service Providers to deploy a Single contact center available world-wide with a Centralized data center and global access. This helps in reduced deployment costs by eliminating multiple customer instances. The HCS-Unified Communications Manager can be located in a centralized/remote data center or customer premise and the Remote components can be deployed either on B-series blades or

Cseries servers. The following Global deployment topologies are supported

Remote CVP Deployment, on page 43

Remote CVP and UCM Deployment, on page 43

Remote CVP Deployment

The topology shown in the below illustration shows a simple example of Remote CVP deployment, that requires additional Unified CVP servers with Unified CCE VRU PG Servers at remote Data centers. The maximum RTT with central controller over the WAN is restricted upto 400ms.

Figure 12: Remote CVP Deployment Topology

Remote CVP and UCM Deployment

The topology shown in the below illustration shows a simple example of Remote CVP deployment, that requires additional Unified CVP and Unified Communication Manager servers with Unified CCE Generic

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

43

Local Trunk

Cisco HCS for Contact Center

PG Servers at remote Data centers. The maximum RTT with central controller over the WAN is restricted upto 400ms.

Figure 13: Remote CVP and CUCM Deployment Topology

Local Trunk

The HCS for Contact Center has two options for local trunks at the customer premise:

• Cisco Unified Border Element—Enterprise at the customer premise

• TDM gateway at the customer premise

Note

Transcoding resources are not deterministically picked from the local customer premise gateway.

For more information, refer

Local Trunk Design Considerations, on page 163

.

Remote Office Options

Remote office options include:

• Local trunk breakout

• Office only with Unified CCE agents

• Cisco Virtual Office

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Cisco HCS for Contact Center

• Mobile Agent

Figure 14: Remote Office Options

Remote Office Options

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

45

Remote Office Options

Cisco HCS for Contact Center

46

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

C H A P T E R

2

Prerequisites

Hardware Requirements, page 47

Software Requirement, page 49

Open Virtualization Format Files, page 54

Deployment Checklists, page 58

Hardware Requirements

HCS for Contact Center Release supports Tested Reference Configurations (see

Tested Reference

Configurations, on page 47

) and Specification-Based Hardware (see

Specification-Based Hardware Support,

on page 48 )

HCS for Contact Center supports the following configurations:

Tested Reference Configurations, on page 47

Specification-Based Hardware Support, on page 48

Additional Hardware Specification, on page 49

Tested Reference Configurations

This section lists the specifications for the UCSB200 M4 Blade server. At the source system, the service provider uses one core server for the golden template environment. The customer destination system must run in a duplexed environment using a pair of core Unified Computing System (UCS) UCSB200 M4 blade servers known as Side A and Side B.

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

47

Prerequisites

Specification-Based Hardware Support

Table 2: B200 M4 Blades

Server Model

CPU Type

CPU Cores

Memory

Disks

Virtual Interface

Part Number

Cisco UCS B200 M4 Tested Reference Configuration

(TRC) blade server

Intel(R) Xeon(R) 2.60 GHz E5-2660 v3/105W

10C/25MB Cache

Two 10-core CPUs

16 X [16GB

DDR3-1866-MHz-RDIMM/PC-3-14900/dual rank/x4/1.5v]

Diskless

Cisco UCS VIC 1240 modular LOM for M4 blade servers

UCS-UC-B200M4

Specification-Based Hardware Support

Cisco HCS for Contact Center supports specification-based hardware , but limits this support only to the UCS

B-Series blade hardware. This section provides supported server hardware, component version, and storage configurations.

Table 3: Hardware Requirements

Server Component Description

Cisco UCS B2XX Blade Server, such as

CPU Type

• Cisco UCS-B200M2-VCS1

Blade Server

• Cisco UCS-B200M4 Blade

Server

• Cisco UCS-B230M2-VCDL1

Blade Server

Memory

You must use the processors that meet the requirements of full UC performance. For more information about CPU types, see

-_Allowed_Specs-based_CPUs http:/

/docwiki.cisco.com/wiki/UC_Virtualization_

Supported_Hardware#CPU.C2.A0Table_1_

128 GB minimum

Virtual Interface Card All Cisco Virtual Interface Cards (VICs) are supported.

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Prerequisites

Additional Hardware Specification

Note

For specification-based hardware, total CPU reservations must be within 65 percent of the available host

CPU and total memory reservations must be within 80% of the available host memory.

Additional Hardware Specification

The following table lists the additional hardware specification for HCS for Contact Center.

Server Components Description

Cisco Unified Border Element

Enterprise Gateway

CUBE-E ISR G2 with a combination of

TDM and VXML.

29xx, 39xx series routers.

Perimeta SBC Install on C-Series rack server Cisco UCS C240 M3/M4 Rack

Server

Cisco Unified SIP Proxy CUSP

Adaptive Security Appliance ASA

Services Module with Services

Ready Engine

Cisco ASA 55xx series

For small contact center it should be 5585 or 5580.

Software Requirement

The following table contains the software requirements for core Cisco components of Cisco HCS for Contact

Center.

Components

Unified Contact Center Enterprise

Major Release Version

11.0(2) ES1 or later MR

Unified CVP 11.0(1) or later MR

Cisco Finesse

Unified Intelligence Center

Live Data Reporting System

Unified CCDM

Unified Communication Manager

Unified Communications Domain Manager

11.0(1) or later MR

11.0(1) or later MR

11.0(1) or later MR

11.0(1) or later MR

10.5(2) ES43 or later MR

10.6 or later MR

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

49

Prerequisites

Automation Software

Components

Cisco IOS Gateways

Major Release Version

15.5(3)T or later MR

Note

• You can use UCDM 8.1.6 or later MR version for HCS-CC instances that are upgraded from previous releases.

• Cisco Virtualized Voice Browser requires CVP 11.0(1) ES8 or later MR version to be installed on all CVP servers.

For Nexus, ASA, and Perimeta SBC supported release version, see http://www.cisco.com/c/en/us/support/ unified-communications/hosted-collaboration-solution-hcs/tsd-products-support-series-home.html

compatibility matrix document.

The following table contains the software requirements for optional Cisco components of Cisco HCS for

Contact Center.

Component

Unified WIM and EIM

Major Release Version

11.0(1) or later MR

Cisco RSM

Cisco MediaSense

11.0(1) or later MR

11.0(1) or later MR

Avaya PG

Cisco Virtualized Voice Browser

10.5(2) or later releases

11.0(1) or later

Automation Software

Note

Automation software is required for golden templates only.

Software

GoldenTemplateTool zip file

Version

11.0(1)

Download

https://communities.cisco.com/ docs/DOC-58859

Notes

Download and extract the

GoldenTemplateTool .zip file to run the automation tool. See

Automated Cloning and

OS Customization, on page 300

.

PowerCLI

OVF Tool

5.5, 32-bit

32-bit http://downloads.vmware.com/ https://my.vmware.com/group/ vmware/

Use PowerCLI to run the automation script.

downloadGroup=OVFTOOL350&productId=353

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Prerequisites

Third-Party Software

Software

WinImage

Version

8.5 , 32-bit

Download Notes

See

Note

http://winimage.com/ download.htm

.

WinImage is shareware.

If you choose to not purchase a licensed copy, you will see pop-ups when you run this tool. Clicking No at the pop-ups will allow you to proceed.

WinImage creates a floppy image (.flp file) from the platformConfig.xml file. This file contains parameters for customizing VOS primary and secondary nodes.

Third-Party Software

Software Version

Microsoft Windows Server

2012 R2 Standard Edition

Service Pack 1

Microsoft SQL Server 2014 x64 Standard Edition

Service Pack 1 vCenter Server 5.1, 5.5 or 6.0

ESXi Server vSphere Client

5.1, 5.5 or 6.0

5.1, 5.5 or 6.0

Java Development Kit

(JDK)

Microsoft Excel

Version 1.7

Release 2003 or later

Anti-Virus:

Symantec Endpoint

Protection

12.1

Trend Micro Server Protect version

5.8

McAfee VirusScan

Enterprise

8.8i

Notes

Used for Windows based Virtual

Machines.

Used for Unified CCE, CCDM, and

WIM databases

Required for deploying virtual machines.

Required for deploying virtual machines.

Required for managing a virtualize infrastructure.

Required to complete GT Tool

Automation Spreadsheet.

Required for all applications that run on the Windows platform.

For more information, see

Install

Antivirus Software, on page 253

.

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51

Prerequisites

Required Software Licenses

Software

Browser:

Internet Explorer

Firefox

Version

9.0 or later

24 or later

Notes

Required for Contact Center

Provisioning and Web Administration.

Required Software Licenses

Following information contains the number of software licenses required to deploy a single instance of Cisco

Hosted Collaboration Solution for Contact Center:

Table 4: License Requirement for Shared Components

Development Type Software Type Total Number of Licenses

Microsoft Windows Server 2012 R2

Standard Edition

4

Unified CCDM (dual-tier)

Microsoft Windows SQL Server

2014 x64 Standard Edition

2

Table 5: License Requirement for Core Components

Development

Type

Software Type Components

Microsoft Windows

Server 2012 R2 Standard

Edition

Unified CCE

Unified CVP

500 Agent

Microsoft Windows SQL

Server 2014 x64

Standard Edition

Unified CCE

Microsoft Windows

Server 2012 R2 Standard

Edition

Unified CCE

Unified CVP

1000 Agent

Microsoft Windows SQL

Server 2014 x64

Standard Edition

Unified CCE

4

6

2

4

4

Total Number of

Licenses

Total Number of

Licenses

8

2 2

10

2

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Prerequisites

Required Software Licenses

Development

Type

Software Type Components

Microsoft Windows

Server 2012 R2 Standard

Edition

Unified CCE

Unified CVP

4000 Agent

Microsoft Windows SQL

Server 2014 x64

Standard Edition

Unified CCE

Microsoft Windows

Server 2012 R2 Standard

Edition

Unified CCE

Unified CVP

12000 Agent

Microsoft Windows SQL

Server 2014 x64

Standard Edition

Unified CCE

SCC (Core

Components)

Microsoft Windows

Server 2012 R2 Standard

Edition

Unified CCE

Unified CVP

Microsoft Windows SQL

Server 2014 x64

Standard Edition

Unified CCE

SCC (Per sub customer)

Microsoft Windows

Server 2012 R2 Standard

Edition

Unified CCE

8

19

6

30

51

10

2

Total Number of

Licenses

12

19

Total Number of

Licenses

31

6 6

81

10

27

6

2

Note

You can use same 4000 agent deployment model licenses for shared component sub-customer option of

Small Contact Center deployment model.

Table 6: License Requirement for Optional Components

Development Type

Cisco RSM

Software Type Total Number of Licenses

Microsoft Windows Server 2012 R2

Standard Edition

1

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53

Prerequisites

Open Virtualization Format Files

Open Virtualization Format Files

Open Virtualization Format files (OVAs) are required for golden templates. HCS for Contact Center uses the

OVAs that define the basic structure of the corresponding VMs that are created - including the CPU, RAM, disk space, reservation for CPU, and reservation for memory.

Note

The VMs and software components are optimized for Cisco HCS for Contact Center. You must use the

OVAs for Cisco HCS for Contact Center.

The following OVA files are packaged into HCS-CC 11.0.1-OVA.zip

file. Download and extract this file and save the OVAs to your local drive. You can browse to them for vcenter:

Hosted Collaboration Solution for Contact Center OVA, on page 54

Unified Communications Manager OVA, on page 56

Unified Intelligence Center OVA, on page 56

Live Data Reporting System OVA, on page 56

Cisco Finesse OVA, on page 57

Cisco Remote Silent Monitoring OVA, on page 57

Cisco MediaSense OVA, on page 57

Avaya PG OVA, on page 57

Cisco Virtualized Voice Browser OVA, on page 58

Hosted Collaboration Solution for Contact Center OVA

The Cisco Hosted Collaboration Solution for Contact Center OVA filename

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova contains the deployment configurations for 500,

1000, 4000, 12000 and Small Contact Center agent deployments.

The Shared Management requires the following configurations:

• Unified CCDM Database Server

• Unified CCDM Web Server

The 500 agent deployment requires the following configurations:

• CCE Call Server- 500 Agent

• CCE Data Server- 500 Agent

• CVP Call/VXML Server

• CVP Reporting Server- 500 Agent

• CVP OAMP Server

The 1000 agent deployment requires the following configurations:

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Prerequisites

Hosted Collaboration Solution for Contact Center OVA

• CCE Call Server- 1000 Agent

• CCE Data Server- 1000 Agent

• CVP Call/VXML Server

• CVP Reporting Server- 1000 Agent

• CVP OAMP Server

The 4000 agent deployment requires the following configurations:

• CCE Rogger Server

• CCE AW-HDS-DDS Server

• CCE Agent PG Server

• CCE VRU PG Server

• CVP Call/VXML Server

• CVP Reporting Server

• CVP OAMP Server

The 12000 agent deployment requires the following configurations:

• CCE Router Server - 12000 Agent

• CCE Logger Server - 12000 Agent

• CCE AW-HDS Server - 12000 Agent

• CCE HDS-DDS Server - 12000 Agent

• CCE Agent PG Server

• CCE VRU PG Server

• CVP Call/VXML Server

• CVP Reporting Server

• CVP OAMP Server

The Small Contact Center(SCC) agent deployment requires the following configurations:

Shared Core Components

â—¦CCE Rogger Server

â—¦CCE AW-HDS-DDS Server

â—¦CCE VRU PG Server

â—¦CVP Call/VXML Server

â—¦CVP Reporting Server

â—¦CVP OAMP Server

Shared Sub Customer Component

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55

Prerequisites

Unified Communications Manager OVA

â—¦ CCE Agent PG Server

Sub Customer Component

â—¦CCE Agent PG Server - SCC100 Agent

â—¦CCE Agent PG Server - SCC500 Agent

Unified Communications Manager OVA

The Unified Communications Manager OVA filename cucm_10.5_vmv8_v1.9.ova contains the Unified

Communications Manager deployment configuration for the Publisher and Subscriber nodes.

Note

After you deploy OVA for 500 agent deployment model, modify the vCPU value to 2.

• The 500 agent deployment requires CUCM 2500 user node configurations

• The 1000 agent deployment requires CUCM 7500 user node configurations

• The 4000 agent deployment requires CUCM 7500 user node configurations

• The 12000 agent deployment requires CUCM 7500 user node configurations

• The Small Contact Center agent deployment with 100 agents requires CUCM 2500 user node configurations.

• The Small Contact Center agent deployment with 500 agent requires CUCM 7500 user node configurations.

Unified Intelligence Center OVA

The Cisco Unified Intelligence Center Reporting Server OVA filename

HCS-CC_11.0(1)_CUIC_vmv8_v2.3.ova contains the Unified Intelligence Center deployment configuration for the Publisher and Subscriber nodes.

• The 500 agent deployment requires CUIC _LIVEDATA for HCS - 500 Agent configurations

• The 1000 agent deployment requires CUIC _LIVEDATA for HCS - 1000 Agent configurations

• The 4000 agent deployment requires CUIC for HCS configurations

• The 12000 agent deployment requires CUIC for HCS configurations

• The Small Contact Center agent deployment requires CUIC for HCS configurations

Live Data Reporting System OVA

The Cisco Live Data Reporting System OVA filename UCCELD_11.0_CVOS_vmv8_v1.0.ova contains the following Live Data Reporting System deployment configurations:

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Prerequisites

Cisco Finesse OVA

• The 4000 agent deployment requires Large Live Data Server configurations

• The 12000 agent deployment requires Large Live Data Server configurations

• Small Contact Center agent deployment requires Large Live Data Server configurations

Cisco Finesse OVA

The Cisco Finesse OVA filename HCS-CC_11.0(1)_Finesse_vmv8_v1.0.ova contains the Cisco Finesse deployment configuration for the Primary and Secondary nodes.

• The 500 agent deployment requires Cisco Finesse - 500 Agent configuration.

• The 1000 agent deployment requires Cisco Finesse configurations.

• The 4000 agent deployment requires Cisco Finesse configurations.

• The 12000 agent deployment requires Cisco Finesse configurations.

• The Small Contact Center 100 agent deployment requires Cisco Finesse - SCC 100 Agent configurations

• The Small Contact Center 500 agent deployment requires Cisco Finesse - 500 Agent configurations

Cisco Remote Silent Monitoring OVA

The Cisco Remote Silent Monitoring OVA filename HCS-CC_11.0(1)_CCE-RSM_vmv9_v1.0.ova contains the Cisco Remote Silent Monitoring deployment configurations.

Cisco MediaSense OVA

The Cisco MediaSense OVA filename cms_11.0_vmv8_v1.0.ova contains the following Cisco MediaSense deployment configurations.

• Primary/Secondary node 2 vCPU

• Primary/Secondary node 4 vCPU

• Primary/Secondary node 7 vCPU

• Expansion node 7 vCPU

Avaya PG OVA

The Avaya PG OVA filename HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova contains the Avaya

PG deployment configurations.

• The 4000 agent deployment requires CCE Agent PG Server

• The 12000 agent deployment requires CCE Agent PG Server

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57

Prerequisites

Cisco Virtualized Voice Browser OVA

Cisco Virtualized Voice Browser OVA

The Cisco Virtualized Voice Browser OVA file VB_11.0_vmv8_v2.5.ova contains the required configuration for deployment of virtual machine.

Deployment Checklists

Checklists for 500 and 1000 Agent Deployment, on page 58

Checklists for 4000 Agent Deployment, on page 59

Checklists for Small Contact Center Agent Deployment, on page 61

Checklist for 12000 Agent Deployment, on page 63

Checklists for 500 and 1000 Agent Deployment

Sequence Task

1

Prerequisites

2

Hardware Requirements, on page 47

Software Requirement, on page 49

Required Software Licenses, on page 52

Design Consideration

3

4

Storage, VM Specifications, and IOPS Considerations, on page 168

Shared Management and Aggregation

Install and Configure Unified CCDM, on page 195

Install and Configure Unified Communication Domain Manager, on page 221

Install and Configure ASA Firewall and NAT, on page 227

Create Golden Template

Create Golden Template for Unified CCE Call Server, on page 250

Create Golden Template for Unified CCE Data Server, on page 255

Create Golden Template for Unified CVP Server, on page 259

Create Golden Template for Unified CVP OAMP Server, on page 261

Create Golden Template for Unified CVP Reporting Server, on page 262

Create Golden Template for Cisco Finesse, on page 264

Done

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Prerequisites

Checklists for 4000 Agent Deployment

Sequence Task

5

Create Golden Template for Cisco Unified Intelligence Center , on page 272

Create Golden Template for Cisco Unified Communications Manager, on page 266

Configure Customer Instance Network Infrastructure

Done

6

Implement UCS Platform, on page 281

ESX Boot from SAN, on page 288

Deploy Nexus 1000v, on page 291

Establish Two-Way Forest Trust, on page 456

Clone and OS Customization,

7

Download Golden Template Automation Tool, on page 300

Complete Automation Spreadsheet, on page 301

Run Automation Script, on page 303

Configure Customer Instance

8

Configure Cisco Unified CCE Call Server, on page 323

Configure Unified CCE Data Server, on page 338

Configure Unified CVP, on page 347

Configure Cisco IOS Enterprise Voice Gateway, on page 369

Configure Unified Intelligence Center , on page 423

Configure Unified Communications Manager, on page 375

Configure Cisco Finesse, on page 392

Administration

Provision Unified CCE Using Unified CCDM, on page 501

Provision Unified Communications Manager Using UCDM, on page 566

Checklists for 4000 Agent Deployment

Sequence Task

1

Prerequisites

Hardware Requirements, on page 47

Software Requirement, on page 49

Done

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59

Prerequisites

Checklists for 4000 Agent Deployment

Sequence Task

2

Required Software Licenses, on page 52

Design Consideration

3

Storage, VM Specifications, and IOPS Considerations, on page 168

Shared Management and Aggregation

4

5

Install and Configure Unified CCDM, on page 195

Install and Configure Unified Communication Domain Manager, on page 221

Install and Configure ASA Firewall and NAT, on page 227

Create Golden Template

Create Golden Template for Unified CCE Rogger, on page 268

Create Golden Template for Unified CCE AW-HDS-DDS, on page 269

Create Golden Template for Unified CCE Agent Peripheral Gateway, on page 270

Create Golden Template for Unified CCE VRU Peripheral Gateway, on page 271

Create Golden Template for Unified CVP Server, on page 259

Create Golden Template for Unified CVP OAMP Server, on page 261

Create Golden Template for Unified CVP Reporting Server, on page 262

Create Golden Template for Cisco Finesse, on page 264

Create Golden Template for Cisco Unified Intelligence Center , on page 272

Create Golden Template for Cisco Unified Communications Manager, on page 266

Configure Customer Instance for Network Infrastructure

Done

6

7

Implement UCS Platform, on page 281

ESX Boot from SAN, on page 288

Deploy Nexus 1000v, on page 291

Establish Two-Way Forest Trust, on page 456

Clone and OS Customization

Download Golden Template Automation Tool, on page 300

Complete Automation Spreadsheet, on page 301

Run Automation Script, on page 303

Configure Customer Instance

Configure Cisco Unified CCE Rogger, on page 404

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Prerequisites

Checklists for Small Contact Center Agent Deployment

Sequence Task

Configure Unified CCE AW-HDS-DDS, on page 409

Configure Unified CCE Agent PG 1, on page 412

Configure Unified CCE Agent PG 2, on page 418

Configure Unified CCE VRU PG, on page 420

Configure Unified CVP, on page 347

Configure Cisco IOS Enterprise Voice Gateway, on page 369

8

Configure Unified Intelligence Center , on page 423

Configure Unified Communications Manager, on page 375

Configure Cisco Finesse, on page 392

Administration

Provision Unified CCE Using Unified CCDM, on page 501

Provision Unified Communications Manager Using UCDM, on page 566

Done

Checklists for Small Contact Center Agent Deployment

Sequence Task

1

Prerequisites

2

Hardware Requirements, on page 47

Software Requirement, on page 49

Required Software Licenses, on page 52

(SCC Deployment Model)

Open Virtualization Format Files, on page 54

Design Consideration

3

Storage, VM Specifications, and IOPS Considerations, on page 168

Shared Management and Aggregation

Deploy Unified CCDM Database Server, on page 196

and

Deploy Unified CCDM

Web Server, on page 205

Install and Configure Unified Communication Domain Manager, on page 221

Configure Multiple Context Modes, on page 229

Configure Perimeta SBC, on page 238

Done

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61

Prerequisites

Checklists for Small Contact Center Agent Deployment

Sequence Task

4

Create Golden Template

5

Create Golden Template for Unified CCE Rogger, on page 268

Create Golden Template for Unified CCE AW-HDS-DDS, on page 269

Create Golden Template for Unified CCE Agent Peripheral Gateway, on page 270

Create Golden Template for Unified CCE VRU Peripheral Gateway, on page 271

Create Golden Template for Unified CVP Server, on page 259

Create Golden Template for Unified CVP OAMP Server, on page 261

Create Golden Template for Unified CVP Reporting Server, on page 262

Create Golden Template for Cisco Finesse, on page 264

Create Golden Template for Cisco Unified Intelligence Center , on page 272

Create Golden Template for Cisco Unified Communications Manager, on page 266

Configure Customer Instance for Network Infrastructure

Done

6

ESX Boot from SAN, on page 288

Deploy Nexus 1000v, on page 291

Create a Domain Controller Server, on page 321

Establish Two-Way Forest Trust, on page 456

Clone and OS Customization

7

Download Golden Template Automation Tool, on page 300

Complete Automation Spreadsheet, on page 301

Run Automation Script, on page 303

Create Customer Instance for Small Contact Center Agent Deployment

Shared Core Components

Configure Unified CCE Rogger for Small Contact Center Agent Deployment , on

page 425

Configure Unified CCE AW-HDS-DDS, on page 409

Configure Unified CCE VRU PG, on page 420

Configure Unified CVP, on page 347

Configure Cisco IOS Enterprise Voice Gateway, on page 369

Configure Unified Intelligence Center , on page 423

Sub Customer Components

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Prerequisites

Checklist for 12000 Agent Deployment

Sequence Task

Configure Unified CCE Agent PG for Small Contact Center Agent Deployment,

on page 428

8

Configure Unified Communications Manager, on page 375

Configure Cisco Finesse, on page 392

Administration

Provision Unified CCE Using Unified CCDM, on page 501

Provision Unified Communications Manager Using UCDM, on page 566

Done

Checklist for 12000 Agent Deployment

Sequence Task

1

Prerequisites

2

Hardware Requirements, on page 47

Software Requirement, on page 49

Required Software Licenses, on page 52

Design Consideration

3

4

Storage, VM Specifications, and IOPS Considerations, on page 168

Operating Considerations, on page 70

Core Component Integrated Options Considerations, on page 126

12000 Agent Deployment Model Considerations, on page 162

Shared Management and Aggregation

Install and Configure Unified CCDM, on page 195

Install and Configure Unified Communication Domain Manager, on page 221

Install and Configure ASA Firewall and NAT, on page 227

Create Golden Template

Create Golden Template for Unified CCE Router, on page 275

Create Golden Template for Unified CCE Logger, on page 276

Create Golden template for Unified CCE AW-HDS, on page 277

Create Golden Template for Unified CCE HDS-DDS, on page 278

Done

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Prerequisites

Checklist for 12000 Agent Deployment

Sequence Task

Create Golden Template for Unified CCE Agent Peripheral Gateway, on page 270

Done

Create Golden Template for Unified CCE VRU Peripheral Gateway, on page 271

Create Golden Template for Unified CVP Server, on page 259

Create Golden Template for Unified CVP OAMP Server, on page 261

Create Golden Template for Unified CVP Reporting Server, on page 262

5

Create Golden Template for Cisco Finesse, on page 264

Create Golden Template for Cisco Unified Intelligence Center , on page 272

Create Golden Template for Cisco Unified Communications Manager, on page 266

Configure Customer Instance for Network Infrastructure

6

7

Implement UCS Platform, on page 281

ESX Boot from SAN, on page 288

Deploy Nexus 1000v, on page 291

Establish Two-Way Forest Trust, on page 456

Clone and OS Customization

Download Golden Template Automation Tool, on page 300

Complete Automation Spreadsheet, on page 301

Run Automation Script, on page 303

Configure Customer Instance

Configure Unified CCE Logger , on page 439

Configure Unified CCE Router, on page 441

Configure Unified CCE AW-HDS, on page 441

Configure Unified CCE HDS-DDS, on page 443

Configure Unified CCE Agent PG’s for 12000 Agent Deployment, on page 445

Configure Unified CCE VRU PG’s for 12000 Agent Deployment, on page 447

Configure Unified CVP, on page 347

Configure Cisco IOS Enterprise Voice Gateway, on page 369

Configure Unified Communications Manager, on page 375

Configure Unified Intelligence Center , on page 423

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Prerequisites

Checklist for 12000 Agent Deployment

Done Sequence Task

8

Configure Cisco Finesse, on page 392

Integration with Shared Management and Aggregation

9

Unified CCDM Configuration, on page 209

Cisco UCDM Integration, on page 473

Administration

Unified CCE Administration, on page 501

Unified CVP Administration, on page 565

Unified Communication Manager Administration, on page 566

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Checklist for 12000 Agent Deployment

Prerequisites

66

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C H A P T E R

3

Design Consideration

Deployment Considerations, page 67

Operating Considerations, page 70

Core Solution Component Considerations, page 94

Core Component Integrated Options Considerations, page 126

Optional Component Considerations, page 138

Deployment Model Considerations, page 157

Remote Deployment Option Considerations, page 162

Domain and Active Directory Considerations, page 166

Storage, VM Specifications, and IOPS Considerations, page 168

Congestion Control Considerations, page 183

UCS Network Considerations, page 186

Firewall Hardening Considerations, page 191

License Considerations, page 193

Billing Considerations, page 194

Deployment Considerations

Cisco HCS for Contact Center supports a subset of the deployment options described in the Unified Contact

Center Enterprise Solution Reference Network Design (SRND).

Following figure illustrates the deployment options available to Cisco HCS for Contact Center and shows the options that are supported:

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67

Design Consideration

Deployment Considerations

Note

This is not an exhaustive list. As a rule, if an option or feature is not mentioned in this document, it is not supported in this deployment.

Figure 15: Cisco HCS for Contact Center and Solution Reference Network Design

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Design Consideration

Deployment Considerations

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69

Design Consideration

Operating Considerations

The following figure shows the logical view of Cisco Hosted Collaboration Solution for Contact Center:

Figure 16: Cisco HCS for Contact Center Logical View

Operating Considerations

This section describes the features, configuration limits, and call flows for the Cisco HCS for Contact Center core and optional components.

Peripheral Gateways, on page 70

Agent and Supervisor Capabilities, on page 72

Voice Infrastructure, on page 75

Administration Guidelines, on page 76

IVR and Queuing, on page 78

Reporting, on page 79

Third-Party Integration, on page 80

Configuration Limits, on page 82

Call Flows, on page 87

Peripheral Gateways

The following table describes the deployment of the Peripheral Gateways.

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Design Consideration

Peripheral Gateways

Table 7: Peripheral Gateway considerations

Number Of

Peripheral

Gateways

500 and 1000

Agent Model:

Two Peripheral

Gateways are supported in this deployment .

Number of PGs and PIMs

One generic PG with the following PIMs:

• One CUCM PIM

• Four VRU PIMs

One Media Routing (MR) PG with the following PIMs:

• One Media Routing PIM for

Multichannel

• One Media Routing PIM for

Outbound

Notes

Unified CCE Call Server contains the following:

• One Generic PG

• One Media Routing PG

• Two of the four VRU PIMs connect to the two Unified CVPs on Side A.

Other two VRU PIMs connect to the two Unified CVPs on Side B.

4000 Agent

Model:

Five Peripheral

Gateways are supported in this deployment.

Two CUCM PGs

• One CUCM PIM in each PG

One VRU PG

• Sixteen VRU PIMs ( eight are optional)

Two Media Routing (MR) PGs

• One Media Routing PIM for

Multichannel

• Two Media Routing PIM for

Outbound one in each MR PG

• There are 3 PG boxes in each side of core blades and contains the following

â—¦Unified CCE Agent PG1 contains one CUCM PG, one

MR PG with two PIMs, and one

Dialer.

â—¦Unified CCE Agent PG2 contains one CUCM PG, one

MR PG with one PIM, and one

Dialer.

â—¦Unified CCE VRU PG1 contains sixteen PIMs across both the sides. Eight connects to eight unified CVPs on side

A. Other eight connects to eight unified CVPs on side B.

Note

If Avaya PG is used, Outbound is not supported.

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Design Consideration

Agent and Supervisor Capabilities

Number Of

Peripheral

Gateways

12000 Agent

Model:

15 Peripheral

Gateways are supported in this deployment .

Small Contact

Center Model:

150 Peripheral

Gateways are supported in this deployment.

Number of PGs and PIMs

Six CUCM PGs

• One CUCM PIM in each PG

Three VRU PGs

• 16 VRU PIMs in each PG

Six Media Routing (MR) PGs

• One Multichannel PIM for each PG

• One Media Routing PIM for

Outbound in each PG

Notes

There are nine PG boxes in each side of core blades and contain the following:

Six Unified CCE Agent PGs contains one CUCM PG, one MR PG with two PIMs, and one Dialer

Three Unified CCE VRU PGs contains 16 PIMs across both the sides. Eight connects to eight unified

CVPs on side A. Other eight connects to eight unified CVPs on side B.

Note

If Avaya PG is used, Outbound is not supported.

Upto 149 CUCM PGs

Note

• One CUCM PIM in each PG .

One VRU PG

• 16 VRU PIMs (eight are optional).

Upto 74 Media Routing (MR) PGs

• One Media Routing PIM for

Multichannel in each PG.

• Two Media Routing PIMs for

Outbound in each PG.

Combination of CUCM PGs and

MR PGs are restricted to 149.

There are two PGs in each side of the sub customer and contains the following :

Unified CCE Agent PG contains one

CUCM PG, one MR PG with two

PIMs, and one Dialer.

There is one PG in each side of the core blade which is shared across all

Sub customers.

Unified CCE VRU PG contains 16

PIMs across both the sides.

Eight of the 16 VRU PIMs connects to eight unified CVPs on side A.

Other eight connects to eight unified

CVPs on side B.

Note

CUCM PIMs are limited to 12, if PQs are used in this deployment.

Agent and Supervisor Capabilities

Following table lists the agent and Supervisor capabilities:

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Design Consideration

Agent and Supervisor Capabilities

Table 8: Agent and Supervisor Capabilities

Call Flows

Agent Greeting

Whisper

Announcement

Outbound Dialer

Mobile Agent

HCS for Contact Center Deployment

All transfers, conferences, and direct agent calls use ICM script.

Supported

Supported

Notes

Supported Only SIP dialer is supported.

Both nailed-up and Call-by-Call modes are supported.

Silent Monitoring

Recording

• Unified CM-based (BiB)

• SPAN for Mobile Agent

Following are the supported recording types:

• Unified CM based

• CUBE(E) based

• TDM gateway based

You can configure either Unified CM-based or

SPAN-based but not both. If you configure

Unified CM-based silent monitoring, you cannot monitor mobile agents.

A separate server is required for SPAN-based silent monitoring.

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Design Consideration

Agent and Supervisor Capabilities

CRM Integration

HCS for Contact Center Deployment

CRM integration is allowed with custom CTI OS Toolkit or Cisco

Finesse API.

• Cisco Finesse gadgets

• Cisco Finesse web API or CTI

OS APIs

• Existing CRM connectors

Notes

You can integrate with CRM in many ways.

You can use:

• Cisco Finesse gadgets to build a custom

CRM-integrated desktop. For example, this can be a Cisco Finesse gadget that fits in a CRM browser-based desktop.

• Cisco Finesse web API or CTI OS APIs or the CTI Server protocol to integrate into a CRM application

• Existing CRM connectors. The connectors available from Cisco for SAP. Each of these connectors has its own capacity limits:

â—¦SAP can support up to 250 agents and Supervisors. Max 3 CPS.

Requires its own server. Supports

Unified CM BIB-based Recording or Silent Monitoring. Does not support Mobile Agents, Outbound, or Multichannel.

Desktop

Desktop

Customization

Cisco Finesse Supports Outbound feature (Progressive and

Predictive only), Mobile Agent, SPAN-based silent monitoring, and Unified CM-based silent monitoring.

Cisco Computer Telephony Integration

Option (CTI OS) Desktop:

• .NET

Supports Agent Greeting, Whisper

Announcement, Outbound, Mobile Agent,

SPAN-based silent monitoring, and Unified

CM-based silent monitoring.

• Java CIL

• Win32

Cisco Finesse IP Phone Support

Cisco Finesse API

CTI OS Toolkit Desktops

FIPPA supports fewer features of Cisco Finesse.

For more information, see Cisco Finesse

Documentation .

CTI OS Toolkit Desktops are listed above, under

Desktop.

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Design Consideration

Voice Infrastructure

Voice Infrastructure

The following table lists the voice infrastructure.

Table 9: Voice Infrastructure

Voice Infrastructure

Music on Hold

Proxy

Ingress Gateways

HCS for Contact Center Deployment

Unicast

Multicast

Unified CM Subscriber source only

SIP Proxy is optionally supported.

ISR G2 Cisco Unified Border Element with combination VXML

Notes

This sizing applies to agent node only, for both agent and back-office devices, with all agent devices on the same node pair.

High Availability (HA) and load balancing are achieved using these solution components:

• Time Division

Multiplexing (TDM) gateway and Unified CM, which use the SIP Options heartbeat mechanism to perform HA.

• Unified CVP servers, which use the SIP server group and SIP Options heartbeat mechanism to perform HA and load balancing.

3925E and 3945E are the supported GWs.

For SPAN based Silent

Monitoring, the Ingress gateway is spanned.

You must configure the gateway

MTPs to do a codec pass-through because the

Mobile Agent in HCS is configured to use G729 and the rest of the components in HCS support all the codecs. See CVP

SRND for list of supported gateway models and corresponding sizing.

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Design Consideration

Administration Guidelines

Voice Infrastructure

Protocol

Proxy /Cisco Unified

SIP Proxy (CUSP)

Codec

Media Resources

HCS for Contact Center Deployment

Session Initiation Protocol (SIP) over TCP

SIP Proxy is optionally supported.

Notes

SIP over UDP, H323, Media

Gateway Control Protocol

(MGCP) are not supported.

Outbound Option: The

Outbound dialer can connect to only one physical gateway, if

SIP proxy is not used. See

Configuration Limits, on page

82

G.722, iSAC, and iLBC are not supported.

• IVR: G.711ulaw and G.711alaw

• Agents: G.711ulaw, G.711 alaw, and

G729r8

Gateway-based:

• Conference bridges

• Transcoders and Universal Transcoders

• Hardware and IOS Software Media

Termination Points.

Unified CM-based (Cisco IP

Voice Media Streaming

Application) that are not supported:

• Conference bridges

• MTPs

Administration Guidelines

The following table lists the administration tools.

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Design Consideration

Administration Guidelines

Table 10: Administration

Provisioning

HCS for Contact Center Deployment

Supported:

Notes

Not supported:

• Unified CCE Configuration tools.

For more information, see

Provision Unified CCE Using

Administration Workstation, on

page 564 .

• Unified CCE Web Administration.

For more information, see

Provision Unified CCE Using Web

Administration, on page 564

.

Cisco Agent Desktop Admin

• Unified CCDM Web

Administration. For more information, see

Provision Unified

CCE Using Unified CCDM, on

page 501 .

• Unified CCE Internet Script Editor.

For more information, see

Provision Routing Script Using

Internet Script Editor, on page 565

• Unified CVP Operations Console.

For more information, see

Configure Cisco Unified CVP

Operations Console, on page 359

.

• Unified Intelligence Center Web

Administration. For more information, see

Configure Unified

Intelligence Center , on page 423

.

• Cisco Unified CM Administration.

For more information, see

Provision Unified Communications

Manager Using UCDM, on page

566

• Cisco Finesse Web Administration.

For more information, see

Configure Cisco Finesse

Administration, on page 398

.

• Agent Reskilling

Service Creation

Environment

• Unified CCE Script Editor

• CVP Call Studio

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Design Consideration

IVR and Queuing

Serviceability

HCS for Contact Center Deployment

Supported:

• Cisco Prime Collaboration -

Assurance

• Unified System Command Line

Interface (CLI)

• RTMT Analysis Manager

Diagnosis

Notes

Not supported:

RTMT Analysis Manager Analyze Call Path

IVR and Queuing

The following table describes the IVR and call queuing to help optimize inbound call management.

Table 11: IVR and Queuing

Voice Response Unit (VRU)

HCS for Contact Center Deployment

Supported:

Notes

Not supported:

• Unified CVP Comprehensive

Model Type 10

• Unified CVP VRU types other than Type 10

• Cisco IP IVR

• Third-party IVRs

Caller Input

• DTMF

• Automatic Speech Recognition and Text-to-speech (ASR/TTS)

Dual Tone Multi-Frequency

(DTMF)

Video

CVP Media Server

• RFC2833 • Keypad Markup Language

(KPML)

None

• Third-party Microsoft Internet

Information Services (IIS), co-resident on the Unified CVP

Server

• Tomcat

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Design Consideration

Reporting

Reporting

The following table contains information on the reporting.

Table 12: Reporting

Tool

HCS for Contact Center Deployment Notes

Cisco Unified Intelligence Center is the only supported reporting application.

Note

Not supported with reporting from

Logger:

• Exony VIM

Unified Intelligence Center historical reporting data and

Call Detail data are pulled from the Logger database for

500/1000 agent deployment model and the data pulled from the AW-HDS-DDS server for other deployments.

• Third-party reporting applications

Supported with reporting from

AW-HDS-DDS:

• Exony VIM

• Third-party reporting applications

• Custom reporting

Database

Retention

Historical and Call Detailed data is stored on the Unified CCE Data

Server for 500 and 1000 Agent

Deployment and stored on Unified

AW-HDS-DDS server for other deployments.

The logger database retention period is 400 days (13 months) of historical summary data and 35 days (five weeks) of detailed TCD and RCD records.

If you require longer retention periods, add a single Historical Data

Server (HDS) to the deployment. See the following table for the HDS minimum requirements.

Note

Data beyond the configured retention time is purged automatically at 12:30 AM and uses the time zone setting of the core server.

Follow Cisco supported guidelines to run the purge at off-peak hours or during a maintenance window.

This is applicable only for

500 and 1000 agents deployment model and the

Retention values are default for other deployments.

Note that you can control or change the automatic purge schedule through the command line interface. You can change it if the automated purge does not occur during your off-peak hours.

The purge has a performance impact on the Logger.

Customers who install the External

AW-HDS-DDS on separate servers can point Cisco Unified Intelligence Center to either the logger or the External

AW-HDS-DDS, but not to both.

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Design Consideration

Third-Party Integration

Reports

HCS for Contact Center Deployment Notes

Each supervisor can run four concurrent Real-Time reports and two historical reports:

• Real-Time reports contain 100 rows.

• Historical reports contain 2000 rows.

Table 13: HDS Minimum Requirements for 500 and 1000 agent deployment model.

Virtual

Machine

Unified

CCE HDS

vCPU RAM

(GB)

1 2

Disk (GB) CPU Reservation (MHz)

80 (OS) 512*

(Database)

RAM Reservation (MB)

2048

* The DB vDisk can be custom sized at OVA deployment based on solution sizing and customer retention requirements using the DB Estimator Tool . For more information about the HDS sizing, see Virtualization of Unified CCE .

Third-Party Integration

The following table contains third-party integration information.

Table 14: Third-Party Integration

Option

Recording

Wallboards

Workforce Management

Database Integration

Notes

All Recording applications that are supported by Unified CCE are supported on HCS for CC. For details, see Recording section in

Agent and Supervisor Capabilities, on page 72

.

All Wallboard applications that are supported by Unified CCE are supported on HCS for CC.

Note

Unified Intelligence Center can also be used for

Wallboards.

If you need access to real-time or historical data, then you will require

AW-HDS-DDS. All Workforce Management applications that are supported by Unified CCE are supported on HCS for CC.

Unified CVP VXML Server is supported.

ICM DB Lookup is supported.

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Design Consideration

Option

Automated Call Distributor (ACD)

Interactive Voice Response (IVR)

Notes

None

• Unified IP IVR is not supported.

• No third-party IVRs are supported.

Third-Party Integration

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Design Consideration

Configuration Limits

Configuration Limits

Table 15: Agents, Supervisors, Teams, Reporting Users

Group

Agents

Resource 500 Agent

Deployment

1000 Agent

Deployment

4000 Agent

Deployment

500 1000 4000

12000 Agent

Deployment

12000

Small Contact

Center

Deployment

4000 Active Agents*

Configured Agents* 3000

Agents with Trace

ON

50*

6000

100*

24000

400*

72000

400

24000

400*

Agent Desk Settings* 500

Active Mobile Agents 125

1000

250

4000 12000 4000

See,

Mobile

Agent

Support, on

page 83

See,

Mobile

Agent

Support, on

page 83

See,

Mobile

Agent

Support, on

page 83

1500 6000 8000 6000 Configured Mobile

Agents

Outbound Agents

750

Agents per team

Queues per Agent

(Skill Groups and

Precision Queues combined)

Agents per skill group

500

50*

15*

No limit

Attributes per agent* 50

Agents per Avaya PG NA

1000

50*

15*

No limit

50

NA

4000

50*

15*

No limit

50

2000

12000

50

15

No limit

50

6000

4000

50*

15*

No limit

50

NA

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Design Consideration

Configuration Limits

Group Resource

Supervisors

Active Supervisors*

500 Agent

Deployment

1000 Agent

Deployment

4000 Agent

Deployment

50 100 400

12000 Agent

Deployment

1200

Small Contact

Center

Deployment

400

Configured

Supervisors*

300 600 2400 7200 2400

Active teams*

Configured teams*

50

300

Supervisors per Team 10*

100

600

10*

400

2400

10*

1200

7200

10

400

2400

10*

Teams per supervisor 20*

Agents per supervisor 20

Reporting

Active Reporting users

50

Configured Reporting users

300

Access

Control

Administrator (Users) 100

20*

20

100

600

100

20*

20

400

2400

1000

20

20

1200

7200

1000

20*

20

400

2400

1000

Mobile Agent Support

Follow the below calculation to determine mobile agent capacity:

• Each mobile agent for a nailed connection = two local agents

• Each mobile agent for call-by-call connection = four local agents

Note

• Total number of agents should be less than deployment limits

• For 500 and 1000 agent deployments if active mobile agent requirement exceeds the specified limit, use the above formula to determine mobile agent capacity

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Design Consideration

Configuration Limits

Note 1

Preview, Direct Preview, Progressive and Predictive dialing modes are supported.

2

For SIP Outbound Dialer in HCS for Contact Center deployment, if CUSP is not used only one gateway can be connected.

If CUSP is not used in the deployment the maximum configured ports are 500 dialer ports in the ICM and in the IOS gateway . If CUSP is used in the deployment the maximum configured ports are 1500 dialer ports.

3

The Symbol “*” indicates that the configuration limits for the above resources are enforced through

CCDM.

4

Number of active and configured mobile agents are considered from the total supported active and configured mobile agents.

5

Number of active and configured outbound agents are considered from the total supported active and configured outbound agents.

Group

Outbound

Resource 500 Agent

Deployment

1000

Agent

Deployment

4000 Agent

Deployment

Dialer per system 1 1

300

2

300 Number of

Campaigns

(Agent/IVR based)

50

Campaign skill groups per campaign

20 20 20

Queues per Agent

(Skill Groups and

Precision Queues combined)

15 15 15

Total Numbers of

Agents

Port Throttle

500

5

1000

10

4000

10

20

15

12000 Agent

Deployment

6

300

Small Contact

Center

Deployment

32

300

12000

15

20

15

4000

10

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Design Consideration

Configuration Limits

Group Resource 500 Agent

Deployment

1000 Agent

Deployment

4000 Agent

Deployment

12000 Agent

Deployment

4000 4000 4000

Small Contact

Center

Deployment

4000

Precision

Queues

Precision

Queues*

Precision Queue steps*

4000

10000

Precision Queue term per

Precision Queue*

10

Precision steps per Precision

Queue*

10

Unique attributes per Precision

Queue*

10

10000

10

10

10

10000

10

10

10

10000

10

10

10

10000

10

10

10

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Design Consideration

Configuration Limits

Group Resource

General

Attributes*

Bucket Intervals

Active Call

Types

Configured Call

Types*

Call Type Skill

Group per

Interval

Active Routing

Scripts

Configured

Routing Scripts

Network VRU

Scripts *

Reason Codes

Skill Groups*

Persistent

Enabled

Expanded Call

Variables *

Persistent

Enabled

Expanded Call

Variable Arrays

10000

500

1000

2000

2000

250

500

500

100

3000

20

0

Nonpersistent

Expanded Call

Variables(Bytes)*

2000

Bulk Jobs

CTI All event

Clients

200

9/PG

Services

Service Member

NA

NA

500 Agent

Deployment

1000 Agent

Deployment

4000 Agent

Deployment

12000 Agent

Deployment

10000

1000

2000

10000

4000

8000

10000

12000

8000

Small Contact

Center

Deployment

10000

4000

8000

2000

2000

500

1000

1000

100

3000

20

0

2000

200

9/PG

NA

NA

10000

30000

2000

4000

4000

100

3000

5

0

2000

200

9/PG

3000

350

10000

30000

6000

12000

12000

100

3000

5

0

2000

200

9/PG

3000

350

10000

30000

2000

4000

4000

100

3000

5

0

2000

200

9/PG

NA

NA

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Design Consideration

Call Flows

Group Resource 500 Agent

Deployment

1000 Agent

Deployment

4000 Agent

Deployment

12000 Agent

Deployment

Small Contact

Center

Deployment

4000

Dialed

Number

Dialed Number

(External Voice)

Dialed Number

(Internal Voice)

Dialed Number

(Multichannel)

Load

Dialed Number

(Outbound Voice)

VRU Ports

Calls per second

Agent Load

Reskilling

Dynamic

(operations/hr.)

1000

1000

500

500

1000

1000

500

500

4000

4000

2000

2000

900

5

30 BHCA

120

1800

8

30 BHCA

120

7200

35

30 BHCA

120

12000

12000

6000

6000

21600

115

30 BHCA

120

4000

2000

2000

7200

35

30 BHCA

120

Call Flows

The call flows in the following figures represent units of call flow functionality. You can combine these call flow units in any order in the course of a call.

Figure 17: Basic Call Flow with IVR and Queue to an Agent

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87

Call Flows

1

New call from CUBE-E GW to CVP.

2

New call to UCCE from CVP.

3

Play "Hello World" Prompt.

4

CVP sends call to VXML Gateway, caller hears IVR.

5

Agent is available now.

6

CVP sends call to an agent.

Figure 18: Consult Call Flow with IVR and Queue to a Second Agent

Design Consideration

1

Agent initiates a consult requests, new call from Unified CM to Unified CCE.

2

Sends to VRU.

3

Unified CM sends call to Unified CVP.

4

Agent is inactive. Therefore, play 'IVR Music'. The agent hears IVR/Music

• Caller gets the Music on Hold (MOH).

5

Agent 2 is unavailable.

6

Unified CVP sends SIP calls to agent 2 on second CUCM cluster from cluster IVR is disconnected. Agent

1 consult with Agent 2.

7

Agent 1 completes the consult, caller talks to Agent 1.

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Figure 19: Blind Transfer Call Flow with IVR and Queue to a Second Agent

Call Flows

1

Agent initiates a blind transfer request, new call form Unified CM to Unified CCE.

2

Agent is unavailable, send to VRU.

3

Unified CM sends call to Unified CVP.

4

Unified CVP sends call to VXML gateway, agent hears IVR/Music.

5

Agent 2 is inactive.

6

Unified CVP sends a SIP call to Agent 2.

• IVR is disconnected.

7

Agent 1 talks to Agent 2. Agent 1 completes the transfer.

• Agent 1 disconnects, caller talks to Agent 2.

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Call Flows

Figure 20: Basic Call Flow with IVR and Queue to Avaya Agent

Design Consideration

1

New call from Perimeta SBC to CUBE-E gateway.

2

New call to CVP from CUBE-E gateway.

3

New call to UCCE from CVP.

4

Play 'Hello World' prompt.

5

CVP sends call to VXML gateway, caller hears the IVR.

6

Agent becomes available.

7

CVP sends call to Avaya Agent through TDM gateway.

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Figure 21: Blind Transfer Call Flow with IVR and Queue to Avaya Agent

Call Flows

1

Avaya agent initiates Blind transfer request, new call from Avaya ACD to Unified CCE.

2

CUCM Agent is inactive, UCCE send label to CVP.

3

CVP sends the call to VXML gateway, caller hears the IVR.

4

CUCM agent is active now.

5

CVP sends call to CUCM agent.

Note

Conference call flows are the same as consult call flows. Both conference call flows and consult call flows conference the call with the agents, rather than holding them during consult. Hold/resume, alternate/reconnect, consult/conference call flows invoke the session initiation protocol (SIP) ReINVITE procedure to move the media streams. Conference to interactive voice response (IVR) call flow is similar to conference with no agent available call flow.

The following table shows the SIP trunk call flow.

Table 16: SIP Trunk Call Flow

Call Flow

New call from Perimeta SBC

New call from Unified Communications Manager

(internal help desk)

Logical Call Routing

Caller -->Perimeta SBC --> CUBE(E) --> Unified

CVP -->Unified Communications Manager

Caller --> Unified Communications Manager -->

CUBE(E) --> Unified CVP

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Call Flows

Call Flow

Post routed call from agent-to-agent

Post routed call from agent to another agent on separate CUCM cluster.

Logical Call Routing

Agent 1 --> Unified Communications Manager -->

Unified CVP --> Unified Communications

Manager--> Agent 2

Agent 1 --> Unified Communications Manager 1 -->

Unified CVP --> Unified Communications Manager

1--> Unified Communications Manager2--> Agent 2

Table 17: SIP Trunk Call Flow for Small Contact Center Agent Deployment

Call Flow

New call from Perimeta SBC

New call from Unified Communications Manager

(internal help desk)

Post routed call from agent-to-agent

Logical Call Routing

Caller -->Perimeta SBC-->CUBE(E)--> Unified

CVP-->Perimeta SBC-->Unified Communications

Manager

Caller --> Unified Communications Manager -->

Perimeta SBC-->CUBE(E)--> Unified CVP -->

Perimeta SBC--> Unified Communications Manager

Agent 1 --> Unified Communications Manager

-->Perimeta SBC --> Unified CVP --> Perimeta SBC

--> Unified Communications Manager --> Agent 2

Note

All new calls always enter the Cisco IOS gateway (CUBE-E or TDM-IP gateway) and are associated with the Unified CVP survivability service.

The following table shows the TDM gateway (Local PSTN breakout) call flow.

Table 18: SIP Trunk Call Flow for Small Contact Center Agent Deployment with CUSP

Call Flow

New Call from carrier at IVR

New Call from carrier at agent

New call from Unified Communications Manager

(internal help desk) at IVR

Logical Call Routing

Caller -->Perimeta SBC-->CUBE(E)--> CUSP ->

Unified CVP-->CUSP -> VXML GW

Caller -->Perimeta SBC-->CUBE(E)--> CUSP ->

Unified CVP--> CUSP -> Perimeta SBC-->Unified

Communications Manager

Agent 1 --> Unified Communications Manager

-->Perimeta SBC --> CUBE-E -> CUSP -> Unified

CVP --> CUSP -> VXML GW

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Call Flows

Call Flow

New call from Unified Communications Manager

(internal help desk) at agent

Post Routed Call at IVR

Post Routed Call at agent

Logical Call Routing

Agent 1 --> Unified Communications Manager

-->Perimeta SBC --> CUBE-E -> CUSP -> Unified

CVP --> CUSP -> Perimeta SBC --> Unified

Communications Manager --> Agent 2

Agent 1 --> Unified Communications Manager

-->Perimeta SBC --> CUSP -> Unified CVP -->

CUSP -> VXML GW

Agent 1 --> Unified Communications Manager

-->Perimeta SBC --> CUSP -> Unified CVP -->

CUSP -> Perimeta SBC --> Unified Communications

Manager --> Agent 2

Table 19: TDM gateway (Local PSTN breakout) Call Flow

Call Flow

New call from local PSTN gateway

New call for IVR based

New call for agent based

Logical Call Routing

Caller-->TDM-IP-->Unified CVP-->Unified

Communications Manager

Caller --> TDM-IP -->Unified CVP -->CUBE(E) or

VXML gateway

Caller-->TDM-IP-->Unified CVP-->Unified

Communications Manager-->Agent1

Note

• All new calls always enter the Cisco IOS gateway (CUBE-E or TDM-IP gateway) and are associated with the Unified CVP survivability service.

• To change the default settings, see

TDM Gateway at Customer Premise, on page 165

.

Table 20: TDM gateway (Local PSTN breakout) Call Flow for Small Contact Center Agent Deployment

Call Flow

New call from local PSTN gateway

New call for IVR based

Logical Call Routing

Caller --> TDM-IP--> Perimeta SBC--> CUBE(E)-->

Unified CVP-->Perimeta SBC --> Unified

Communications Manager

Caller --> TDM-IP--> Perimeta SBC -->CUBE-E -->

Unified CVP --> CUBE(E) or VXMLGW

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Call Flow

New call for agent based

Logical Call Routing

Caller --> TDM-IP --> Perimeta SBC -->CUBE-E

--> Unified CVP --> Perimeta SBC--> Unified

Communications Manager

The following table lists the supported system call flows.

Note

1

Configure TDM gateway at Perimeta SBC, see

Add CUBE(E) Adjacency, on page 487

2

Configure TDM gateway at shared layer, similar to PSTN configuration.

Table 21: Supported System Call Flows

System Call Flows

Conference to IVR

Bridged transfer

Router requery

Postroute using Unified CVP

Prerouting

Translation route with third-party VRU

ICM routing to devices other than Cisco HCS Unified CCE

Supported

Yes

Yes

Yes

Yes

No

No

No

Table 22: Avaya Call Flow

Call Flow

New call from local PSTN gateway

Logical Call Routing

Caller --> CUBE(E) --> Unified CVP --> TDM -->

Avaya

Post Routed call from Avaya Agent – CUCM Agent

Avaya Agent --> Avaya --> Unified CVP --> Unified

Communication Manager --> Agent

Core Solution Component Considerations

This section describes the High availability and Bandwidth, Latency & QoS considerations for Cisco HCS

Contact Center core components:

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Core Component Design Considerations

Core Component Design Considerations, on page 95

Core Component High Availability Considerations, on page 105

Core Component Bandwidth, Latency and QOS Considerations, on page 117

Core Component Design Considerations

The section describes the design considerations for Cisco for Contact Center core components:

Unified CCE Design Consideration, on page 95

Unified CVP Design Considerations, on page 98

Unified CM Design Considerations, on page 101

Unified IC Design Considerations, on page 103

Unified CCE Design Consideration

This section describes the Unified CCE design for each deployment:

Unified CCE Design for 500 Agent Deployment, on page 96

Unified CCE Design for 1000 Agent Deployment, on page 96

Unified CCE Design for 4000 Agent Deployment, on page 97

Unified CCE Design for 12000 Agent Deployment, on page 98

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Core Component Design Considerations

Unified CCE Design for 500 Agent Deployment

Figure 22: Unified CCE Design for 500 Agent Deployment

Design Consideration

Unified CCE Design for 1000 Agent Deployment

Figure 23: Unified CCE Design for 1000 Agent Deployment

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Design Consideration

Unified CCE Design for 4000 Agent Deployment

Figure 24: Unified CCE Design for 4000 Agent Deployment

Core Component Design Considerations

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Core Component Design Considerations

Unified CCE Design for 12000 Agent Deployment

Figure 25: Unified CCE Design for 12000 Agent Deployment

Design Consideration

Unified CVP Design Considerations

This section describes the CVP design for each deployment:

Unified CVP Design for 500 Agent Deployment, on page 99

Unified CVP Design for 1000 Agent Deployment, on page 99

Unified CVP Design for 4000 Agent Deployment, on page 100

Unified CVP Design for 12000 Agent Deployment, on page 101

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Unified CVP Design for 500 Agent Deployment

Figure 26: Unified CVP Design for 500 Agent Deployment

Core Component Design Considerations

Unified CVP Design for 1000 Agent Deployment

Figure 27: Unified CVP Design for 1000 Agent Deployment

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Core Component Design Considerations

Unified CVP Design for 4000 Agent Deployment

Figure 28: Unified CVP Design for 4000 Agent Deployment

Design Consideration

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Design Consideration

Unified CVP Design for 12000 Agent Deployment

Figure 29: Unified CVP Design for 12000 Agent Deployment

Core Component Design Considerations

Unified CM Design Considerations

This section contains the Unified CM cluster design considerations for HCS deployment models.

Unified CM Design for 500 and 1000 Agent Deployment Models , on page 101

Unified CM Design for 4000 Agent Deployment Model , on page 102

Unified CM Design for 12000 Agent Deployment Model, on page 103

Unified CM Design for 500 and 1000 Agent Deployment Models

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Core Component Design Considerations

Unified CM Design for 4000 Agent Deployment Model

Design Consideration

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Unified CM Design for 12000 Agent Deployment Model

Core Component Design Considerations

Unified IC Design Considerations

This section describes IC design for each deployments:

Unified IC Design for 500 and 1000 Agent Deployments, on page 104

Unified IC Design for 4000 Agent Deployment, on page 104

Unified IC Design for 12000 Agent Deployment, on page 105

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Unified IC Design for 500 and 1000 Agent Deployments

Figure 30: Unified IC Design for 500 and 1000 Agent Deployments

Design Consideration

Unified IC Design for 4000 Agent Deployment

Figure 31: Unified IC Design for 4000 Agent Deployment

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Design Consideration

Unified IC Design for 12000 Agent Deployment

Figure 32: Unified IC Design for 12000 Agent Deployment

Core Component High Availability Considerations

Core Component High Availability Considerations

This section describes the High Availability considerations for Cisco HCS for Contact Center core components:

Unified CCE High Availability, on page 107

Unified CVP High Availability, on page 109

Unified CM High Availability, on page 111

Gateway High Availability, on page 115

MRCP ASR/TTS High Availability, on page 115

Cisco Finesse High Availability, on page 115

The following table shows the failover scenarios for the HCS for Contact Center components, the impact on active and new calls, and the postrecovery actions.

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Table 23: HCS for Contact Center Failover

Component

Unified CM

Gateway

MRCP

ASR/TTS

Failover scenario

Visible network failure

New call impact

Disrupts new calls while the phones route to the backup subscriber. Processes the calls when the routing completes.

Active call impact Post recovery action

In-progress calls remain active, with no supplementary services such as conference or transfer.

After the network of the primary subscriber becomes active, the phones align to the primary subscriber.

Call manager service in Unified

CM primary subscriber failure

Disrupts new calls while the phones route to the backup subscriber. Processes the calls when the routing completes.

In-progress calls remain active, with no supplementary services such as conference or transfer.

After the call manager service in the Unified CM primary subscriber recovers, all idle phones route back to the primary subscriber.

Unified CM CTI

Manager service on primary subscriber failure

Disrupts new calls while the phones route to the backup subscriber. Processes the calls when the routing completes.

In-progress calls remain active, with no supplementary services such as conference or transfer.

After the Unified

CM CTI Manager service on primary subscriber recovers, peripheral gateway side B remains active and uses the

CTI Manager service on the

Unified CM backup subscriber. The peripheral gateway does not switch over.

Primary gateway is unreachable

New calls redirect to the backup gateway.

In-progress calls become inactive.

After the primary gateway restores, calls (active and new) route back to the primary gateway.

Primary server is not accessible

New calls redirect to the backup ASR/TTS server

In-progress calls remain active and redirect to the backup ASR/TTS server.

After the primary server restores, calls

(active and new) route back to the primary ASR/TTS server.

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Component

Blade

WAN Link

Failover scenario

Blade failover

New call impact

Disrupts new calls while backup server components become active.

Active call impact Post recovery action

In-progress calls become inactive.

After backup server components restores, calls

(active and new) route back to the primary server.

Unified CM calls survivability during WAN link failure.

The new calls redirects to the Survivable

Remote Site Telephony

(SRST).

The in-progress calls redirects to the

Survivable Remote Site

Telephony (SRST).

After the WAN

Link restores, the calls redirects to the

Unified

Communications

Manager.

Unified CVP calls survivability during WAN link failure.

A combination of services from a TCL script (survivability.tcl) and SRST functions handles survivability new calls.

The TCL script redirects the new calls to a configurable destination.

A combination of services from a TCL script (survivability.tcl) and SRST functions handles survivability in-progress calls.

The TCL script redirects the new calls to a configurable destination.

Note

The destination choices for the

TCL script are configured as parameters in the Cisco IOS

Gateway configuration.

The new calls can also be redirected to the alternative destinations, including the SRST, *8

TNT, or hookflash. For transfers to the SRST call agent, the most common target is an

SRST alias or a Basic

ACD hunt group.

Note

The destination choices for the

TCL script are configured as parameters in the Cisco IOS

Gateway configuration.

The in-progress calls can also be redirected to the alternative destinations, including the SRST, *8

TNT, or hookflash. For transfers to the SRST call agent, the most common target is an

SRST alias or a Basic

ACD hunt group.

After the WAN

Link restores, the calls redirects to the

Unified CVP.

Unified CCE High Availability

In 500 and 1000 agent deployment model the Unified CCE Call Server contains the Unified CCE Router,

Unified CCE PG, CG, and the CTI OS server and the Database server contains the Logger and the Unified

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CCE Administration Server and Real-Time Data Server. In 4000 agent deployment the Unified CCE Rogger contains Router and Logger, Unified PG server contains PG, CG, and CTI OS Server.

This section describes how high availability works for each component within a Unified CCE Call Server and

Unified Database Server or within CCE Rogger and PG servers.

Agent PIM

Connect Side A of Agent PIM to one subscriber and Side B to another subscriber. Each of Unified CM subscribers A and B must run a local instance of CTI Manager. When PG(PIM) side A fails, PG(PIM) side

B becomes active. Agents’ calls in progress continue but with no third-party call control (conference, transfer, and so forth) available from their agent desktop softphones. Agents that are not on calls may notice their CTI desktop disable their agent state or third-party call control buttons on the desktop during the failover to the

B-Side PIM. After the failover completes, the agent desktop buttons are restored. When PG side A recovers,

PG side B remains active and uses the CTI Manager on Unified CM Subscriber B. The PIM does not fail-back to the A-Side, and call processing continues on the PG Side B.

VRU PIM

When the VRU PIM fails, all the calls in progress or queued in the Unified CVP does not drop. The Survivability

TCL script in the Voice Gateway redirects the calls to a secondary Unified CVP or a number in the SIP dial plan, if available. The redundant (duplex) VRU PIM side connects to the Unified CVP and begins processing new calls upon failover. The failed VRU PIM side recovers, and the currently running VRU PIM continues to operate as the active VRU PIM.

CTI Server

CTI Server is redundant and resides on the Unified CCE Call server or PG. When the CTI Server fails, the redundant CTI server becomes active and begins processing call events. Both CTI OS and Unified Finesse

Servers are clients of the CTI Server and are designed to monitor both CTI Servers in a duplex environment and maintain the agent state during failover processing. Agents (logged in to either CTI OS desktops or Cisco

Finesse) see their desktop buttons dim during the failover to prevent them from attempting to perform tasks while the CTI Server is down. The buttons are restored as soon as the redundant CTI Server is restored and the agent can resume tasks . In some cases, an agent must sign in again after the failover completes.

CTI OS Server

CTI OS server is a software component that runs co-resident on the Unified CCE Call server or PG. Unlike the PG processes that run in hot-standby mode, both of the CTI OS Server processes run in active mode all the time. The CTI OS server processes are managed by Node Manager, which monitors each process running as part of the CTI OS service and which automatically restarts abnormally terminated processes. When a CTI

OS client loses connection to CTI OS side A, it automatically connects to CTI OS server side B. During this transition, the buttons of the CTI Toolkit Agent Desktop are disabled and return to the operational state as soon as it is connected to CTI OS server B. Node Manager restarts CTI OS server A. When the failed server restarts, new agent desktop sessions can sign in on that server. Agent desktops that are signed in on the redundant server remain on that server.

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Unified CCE Call Router

The Call Router software runs in synchronized execution. Both of the redundant systems run the same memory image of the current state across the system and update this information by passing the state events between the servers on the private connection. If one of the Unified CCE Call Routers fails, the surviving server detects the failure after missing five consecutive TCP keepalive messages on the private LAN. During Call Router failover processing, any Route Requests that are sent to the Call Router from a peripheral gateway (PG) are queued until the surviving Call Router is in active simplex mode. Any calls in progress in the Unified CVP or at an agent are not impacted.

Unified CCE Logger

If one of the Unified CCE Logger and Database Servers fails, there is no immediate impact except that the local Call Router is no longer able to store data from call processing. The redundant Logger continues to accept data from its local Call Router. When the Logger server is restored, the Logger contacts the redundant

Logger to determine how long it was off-line. The Loggers maintain a recovery key that tracks the date and time of each entry recorded in the database and these keys are used to restore data to the failed Logger over the private network. Additionally, if the Unified Outbound Option is used, the Campaign Manager software is loaded on Logger A only. If that platform is out of service, any outbound calling stops until the Logger is restored to operational status.

Unified CCE Administration and Data Server

The Unified Contact Center Enterprise Administration and Data Server provides the user interface to the system for making configuration and scripting changes. This component does not support redundant or duplex operation as do the other Unified Contact Center Enterprise system components.

Unified CVP High Availability

Unified CVP high availability describes the behavior of the following Unified CVP solution components.

Unified CVP Call Server, on page 109

Unified CVP Media Server, on page 110

Cisco Voice XML Gateway, on page 110

Unified CVP Reporting Server, on page 111

Unified CM, on page 111

Unified CVP Call Server

The Unified CVP Call Server component provides the following independent services:

Unified CVP SIP Service, on page 110

Unified CVP IVR Service, on page 110

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Unified CVP SIP Service

The Unified CVP SIP Service handles all incoming and outgoing SIP messaging and SIP routing. If the SIP service fails, the following conditions apply to call disposition:

• Calls in progress - If the Unified CVP SIP Service fails after the caller is transferred (including transfers to an IP phone or VoiceXML gateway), then the call continues normally until a subsequent transfer activity (if applicable) is required from the Unified CVP SIP Service.

• New calls - New calls are directed to an alternate Unified CVP Call Server.

Unified CVP IVR Service

The Unified CVP IVR Service creates the Voice XML pages that implement the Unified CVP Micro applications based on Run VRU Script instructions received from Cisco Unified Intelligent Contact Management

(ICM). If the Unified CVP IVR Service fails, the following conditions apply to the call disposition:

• Calls in progress - Calls in progress are routed by default to an alternate location by survivability on the originating gateway.

• New calls - New calls are directed to an in-service Unified CVP IVR Service.

Unified CVP Media Server

Store the audio files locally in flash memory on the VoiceXML gateway or on an HTTP or TFTP file server.

Audio files stored locally are highly available. However, HTTP or TFTP file servers provide the advantage of centralized administration of audio files. If the media server fails, the following conditions apply to the call disposition:

• Calls in progress - Calls in progress recover automatically. The high-availability configuration techniques make the failure transparent to the caller.

• New calls - New calls are directed transparently to the backup media server, and service is not affected.

• The Unified CVP VXML Server executes advanced IVR applications by exchanging VoiceXML pages with the VoiceXML gateways’ built-in voice browser. If the Unified CVP VXML Server fails, the following conditions apply to the call disposition:

â—¦Calls in progress - Calls in progress in an ICM-integrated deployment can be recovered using scripting techniques.

â—¦New calls - New calls are directed transparently to an alternate Unified CVP VXML Server.

Cisco Voice XML Gateway

The Cisco VoiceXML gateway parses and renders VoiceXML documents obtained from one or several sources.

If the VoiceXML gateway fails, the following conditions apply to the call disposition:

• Calls in progress - Calls in progress are routed by default to an alternate location by survivability on the ingress gateway.

• New calls - New calls find an alternate VoiceXML gateway.

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Unified CVP Reporting Server

The Reporting Server does not perform database administrative and maintenance activities such as backups or purges. However, the Unified CVP provides access to such maintenance tasks through the Operations

Console. The Single Reporting Server does not necessarily represent a single point of failure, because data safety and security are provided by the database management system, and temporary outages are tolerated due to persistent buffering of information on the source components.

Unified CM

The Unified CVP Call Server recognizes that the Unified CM has failed, assumes the call should be preserved, and maintains the signaling channel to the originating gateway. In this way, the originating gateway has no knowledge that Unified CM has failed.

Additional activities in the call (such as hold, transfer, or conference) are not possible. After the parties go on-hook, the phone routes to another Unified CM server.

New calls are directed to an alternate Unified CM server in the cluster.

Unified CM High Availability

Unified CM Design Considerations, on page 101

Unified CM High Availability Scenarios , on page 111

Unified CM High Availability Scenarios

This section contains various high availability scenarios including Unified CM PG and Unified CM services.

Cisco Call Manager and CTI Manager Service Fail , on page 111

Cisco CTI Manager Service Fails , on page 112

Cisco Call Manager Service Fails , on page 114

Cisco Call Manager and CTI Manager Service Fail

This scenario describes about a complete system failure or loss of network connectivity on Unified CM

Subscriber A. The Cisco CTI Manager and Call Manager services are both active on the same server, and

Unified CM Subscriber A is the primary CTI Manager in this case. The following conditions apply to this scenario.

• All phones and gateways are registered with Unified CM Subscriber A.

• All phones and gateways are configured to re-home to Unified CM Subscriber B( here B is the backup).

• Unified CM Subscriber A and B are each running a separate instance of CTI Manager.

• When all of the software services on Unified CM Subscriber A fail (call processing, CTI Manager, and so on), all phones and gateways re-home to Unified CM Subscriber A.

• PG side A detects a failure and induces a failover to PG side B.

• PG side B becomes active and registers all dialed numbers and phones; call processing continues.

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• After an agent disconnects from all calls, the IP phone re-homes to the backup Unified CM Subscriber

B. The agent will have to log in again manually using the agent desktop.

• When Unified CM Subscriber A recovers, all phones and gateways re-home to it.

• PG side B remains active, using the CTI Manager on Unified CM Subscriber B.

• During this failure, any calls in progress at an UCCE agent will remain active. When the call is completed, the phone will re-home to the backup Unified CM Subscriber B automatically.

• After the failure is recovered, the PG will not fail back to the A side of the duplex pair. All CTI messaging will be handled using the CTI Manager on Unified CM Subscriber B, this will communicate to Unified

CM Subscriber A to obtain phone state and call information

Figure 33: Subscriber Failure

Cisco CTI Manager Service Fails

This scenario describes about a CTI Manager service failure on Unified CM Subscriber A. The CTI Manager and Cisco Call Manager services are both active on the same server, and Unified CM Subscriber A is the primary CTI Manager in this case. However, all phones and gateways are registered with Unified CM Subscriber

A. During this failure, both the CTI Manager and the PG fail-over to their secondary sides. Because the JTAPI

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service on PG side B is already logged into the secondary (now primary) CTI Manager, the device registration and initialization time is significantly shorter than if the JTAPI service on PG side B had to log into the CTI

Manager. The following conditions apply to this scenario.

• All phones and gateways are registered with Unified CM Subscriber A.

• All phones and gateways are configured to re-home to Unified CM Subscriber B (here B is the backup).

• Unified CM Subscribers A and B are each running a separate instance of CTI Manager.

• When CTI Manager service on Unified CM Subscriber A fails, PG side A detects a failure of the CTI

Manager on that server and induces a failover to PG side B.

• PG side B registers all dialed numbers and phones with Unified CM Subscriber B, and call processing continues.

• After an agent disconnects from all calls, that agent's desktop functionality is restored to the same state prior to failover.

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• When Unified CM Subscriber A recovers, PG side B continues to be active and uses the CTI Manager on Unified CM Subscriber

Figure 34: CTI Manager Failure

Cisco Call Manager Service Fails

This scenario describes about a failure on Cisco Call Manager service on Unified CM Subscriber A. The CTI

Manager and Cisco Call Manager services are both active on the same server, and Unified CM Subscriber A is the primary CTI Manager in this case. However, all phones and gateways are registered with Unified CM

Subscriber A. During this failure, Cisco CTI Manager is not affected because the PG communicates with the

CTI Manager service, not the Cisco Call Manager service. All phones re-home individually to the standby

Unified CM Subscriber B, if they are not in a call. If a phone is in a call, it re-homes to Unified CM Subscriber

B after it disconnects from the call. The following conditions applies to this scenario.

• All phones and gateways are registered with Unified CM Subscriber A.

• All phones and gateways are configured to re-home to Unified CM Subscriber B (that is, B is the backup).

• Unified CM Subscribers A and B are each running a separate instance of CTI Manager.

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• When Cisco Call Manager service in Unified CM Subscriber A fails, phones and gateways re-home to

Unified CM Subscriber B.

• PG side A remains connected and active, with a CTI Manager connection on Unified CM Subscriber

A. It does not fail-over because the JTAPI/CTI Manager connection has not failed. However, it will see the phones and devices being unregistered from Unified CM Subscriber A (where they were registered) and will then be notified of these devices being re-registered on Unified CM Subscriber B automatically.

During the time that the agent phones are not registered, the PG will disable the agent desktops to prevent the agents from attempting to use the system while their phones are not actively registered with a Unified

CM Subscriber B

• Call processing continues for any devices not registered to Unified CM Subscriber A. Call processing also continues for those devices on Unified CM Subscriber A when they are re-registered with their backup subscriber.

• Agents on an active call will stay in their connected state until they complete the call; however, the agent desktop will be disabled to prevent any conference, transfer, or other telephony events during the failover.

After the agent disconnects the active call, that agent's phone will re-register with the backup subscriber, and the agent will have to log in again manually using the agent desktop.

• When Unified CM Subscriber A recovers, phones and gateways re-home to it. This re-homing can be set up on Unified CM to gracefully return groups of phones and devices over time or to require manual intervention during a maintenance window to minimize the impact to the call center.

• Call processing continues normally after the phones and devices have returned to their original subscriber.

Gateway High Availability

If the primary gateway is unreachable, the CUBE redirects the calls to the backup gateway. Active calls fail.

After the primary gateway becomes accessible, calls are directed back to the primary gateway.

MRCP ASR/TTS High Availability

The VoiceXML gateway uses gateway configuration parameters to locate an ASR/TTS primary and the backup server. The backup server is invoked only if the primary server is not accessible and if this is not a load-balancing mechanism. 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 attempts to connect to the primary server.

Cisco Finesse High Availability

Cisco Finesse high availability affects the following components:

CTI, on page 116

AWDB, on page 116

Cisco Finesse Client, on page 117

Desktop Behavior, on page 117

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CTI

Pre-requisites for CTI high availability

The prerequisites for CTI high availability are as follows:

1

The Unified CCE is deployed in Duplex mode.

2

The backup CTI server is configured through the Finesse Administration Console.

When Cisco Finesse loses connection to the primary CTI server, it tries to reconnect five times. If the number of connection attempts exceeds the retry threshold, Cisco Finesse then tries to connect to the backup CTI server the same number of times. Cisco Finesse keeps repeating this process until it makes a successful connection to the CTI server.

A loss of connection to the primary CTI server can occur for the following reasons:

• Cisco Finesse misses three consecutive heartbeats from the connected CTI server.

• Cisco Finesse encounters a failure on the socket opened to the CTI server.

AWDB

Note

The new calls and the existing calls do not have any impact during the CTI failover.

During failover, Cisco Finesse does not handle client requests. Requests made during this time receive a

503

Service Unavailable error message. Call control, call data, or agent state actions that occur during CTI failover are published as events to the Agent Desktop following CTI server reconnection.

If an agent makes or answers a call and ends that call during failover, the corresponding events are not published following CTI server reconnection.

Additionally, CTI failover may cause abnormal behavior with the Cisco Finesse Desktop due to incorrect call notifications from Unified CCE. If during failover an agent or supervisor is in a conference call, or signs-in after being on active conference with other devices not associated with another agent or supervisor, the following desktop behaviors may occur:

• The desktop does not reflect all participants in a conference call.

• The desktop does not reflect that the signed-in agent or supervisor is in an active call.

• Cisco Finesse receives inconsistent call notifications from the Unified CCE.

Despite these behaviors, the agent or supervisor can continue to perform normal operations on the phone and normal desktop behavior resumes after the agent or supervisor drops-off the conference call.

Pre-requisites for AWDB high availability

The prerequisites for Administrative Workstation Database (AWDB) high availability are as follows:

• The secondary AWDB is configured.

• The secondary AWDB host is configured through the Finesse Administration Console.

The following example describes how AWDB failover occurs:

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• When an agent or supervisor makes a successful API request (such as a sign-request or call control request) their credentials are cached in Cisco Finesse for 30 minutes from the time of the request.

Therefore, after an authentication, that user is authenticated for 30 minutes, even if both AWDB(s) are down. Cisco Finesse attempts to re-authenticate the user only after the cache expires.

• AWDB failover occurs if Cisco Finesse loses connection to the primary server and it tries to reconnect to the secondary server. If it cannot connect to any of the AW servers and the cache expired, it returns a

401 Unauthorized HTTP error message.

Cisco Finesse repeats this process for every API request until it connects to one of the AW servers.

During failover, Cisco Finesse does not process requests, but clients still receive events.

Note

The new calls and the existing calls do not have any impact during the AWDB failover.

Cisco Finesse Client

With a two-node Cisco Finesse setup (primary and secondary Cisco Finesse server), if the primary server goes out of service, agents who are signed-in to that server are redirected to the sign-in page of the secondary server.

Client failover can occur for the following reasons:

• The Cisco Tomcat Service goes down.

• The Cisco Finesse Web application Service goes down.

• The Cisco Notification Service goes down.

• Cisco Finesse loses connection to both CTI servers.

Desktop Behavior

If the Cisco Finesse server fails, the agents logged into that server are put into a NOT READY or pending

NOT READY state. Agents remain unaffected as they migrate to the back up side.

If a client disconnects, the agent is put into a NOT READY state with reason code 255. If the agent reconnects within minutes or seconds, the agent is forced to log out.

Core Component Bandwidth, Latency and QOS Considerations

This section describes the bandwidth and QOS considerations for Cisco HCS for Contact Center core and optional components.

Unified CCE Bandwidth, Latency and QOS Considerations, on page 118

Unified CVP Bandwidth, Latency and QOS Considerations, on page 121

Unified CM Bandwidth, Latency and QOS Considerations, on page 122

Unified IC Bandwidth, Latency and QOS Considerations, on page 123

Cisco Finesse Bandwidth, Latency and QOS Considerations, on page 126

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Design Consideration

Core Component Bandwidth, Latency and QOS Considerations

Unified CCE Bandwidth, Latency and QOS Considerations

Agent Desktop to Unified CCE Call Servers/ Agent PG

There are many factors to consider when assessing the traffic and bandwidth requirements between Agent or

Supervisor Desktops and Unified CCE Call Servers/Agent PG. While the VoIP packet stream bandwidth is the predominant contributing factor to bandwidth usage, you must also consider other factors such as call control, agent state signaling, silent monitoring, recording, and statistics.

The amount of bandwidth required for CTI Desktop to CTI OS Server messaging is (0.5 x n) + (16 x cps), where n is the number CTI Clients and cps is the number of calls per second.

For example, for a 500 agent deployment, for each contact center (datacenter) and remote site the approximate bandwidth is, (0.5 x 500) + (16 x 1) = 340 kbps.

For example, for a 1000 agent deployment, for each contact center (datacenter) and remote site the approximate bandwidth is, (0.5 x 1000) + (16 x 8) = 608 kbps.

Cisco supports limiting the latency between the server and agent desktop to 400 ms round-trip time for CTI

OS (preferably less than 200 ms round-trip time).

Unified CCE Data Server to Unified CCE Call Server for 500 and 1000 Agent Deployment Model

Unified CCE Central Controllers (Routers and Loggers) require a separate network path or link to carry the private communications between the two redundant sides. Latency across the private separate link must not exceed 100 ms one way (200 ms round-trip), but 50 ms (100 ms round-trip) is preferred.

Private Network Bandwidth Requirements for Unified CCE

The following table is a worksheet to assist with computing the link and queue sizes for the private network.

Definitions and examples follow the table.

Note

Minimum link size in all cases is 1.5 Mbps (T1).

Table 24: Worksheet for Calculating Private Network Bandwidth

Component

Router +

Logger

Effective

BHCA

Multiplication

Factor

Recommended

Link

Multiplication

Factor

Recommended

Queue

* 30 * 0.8

Total Router

+ Logger

High- Priority

Queue

Bandwidth

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Component Effective

BHCA

Unified CM

PG

Unified VRU

PG

Unified CVP

Variables

Multiplication

Factor

Recommended

Link

Multiplication

Factor

Recommended

Queue

* 100 * 0.9

* 120

* ((Number of Variables *

Average

Variable

Length)/40)

* 0.9

* 0.9

Add these numbers together and total in the box below to get the PG

High- Priority

Queue

Bandwidth

Total Link

Size

Total PG

High-Priority

Queue

Bandwidth

If one dedicated link is used between sites for private communications, add all link sizes together and use the

Total Link Size at the bottom of the table above. If separate links are used, one for Router/Logger Private and one for PG Private, use the first row for Router/Logger requirements and the bottom three (out of four) rows added together for PG Private requirements.

Effective BHCA (effective load) on all similar components that are split across the WAN is defined as follows:

Router + Logger

This value is the total BHCA on the call center, including conferences and transfers. For example,10,000

BHCA ingress with 10% conferences or transfers are 11,000 effective BHCA.

Unified CM PG

This value includes all calls that come through Unified CCE Route Points controlled by Unified CM and/or that are ultimately transferred to agents. This assumes that each call comes into a route point and is eventually sent to an agent. For example, 10,000 BHCA ingress calls coming into a route point and being transferred to agents, with 10% conferences or transfers, are 11,000 effective BHCA.

Unified VRU PG

This value is the total BHCA for call treatment and queuing coming through a Unified CVP. 100%treatment is assumed in the calculation. For example, 10,000 BHCA ingress calls, with all of them receiving treatment and 40% being queued, are 14,000 effective BHCA.

Unified CVP Variables

This value represents the number of Call and ECC variables and the variable lengths associated with all calls routed through the Unified CVP, whichever technology is used in the implementation.

Example of a Private Bandwidth Calculation

The table below shows an example calculation for a combined dedicated private link with the following characteristics:

• BHCA coming into the contact center is 10,000.

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• 100% of calls are treated by Unified CVP and 40% are queued.

• All calls are sent to agents unless abandoned. 10% of calls to agents are transfers or conferences.

• There are four Unified CVPs used to treat and queue the calls, with one PG pair supporting them.

• There is one Unified CM PG pair for a total of 900 agents.

• Calls have ten 40-byte Call Variables and ten 40-byte ECC variables.

Table 25: Example Calculation for a Combined Dedicated Private Link

Component

Router +

Logger

Unified CM

PG

Unified VRU

PG

Unified CVP

Variables

Effective

BHCA

11,000

11,000

0

14,000

Multiplication

Factor

Recommended

Link

Multiplication

Factor

Recommended

Queue

* 30 330,000 * 0.8

264,000 Total Router

+ Logger

High- Priority

Queue

Bandwidth

* 100

* 120

* ((Number of Variables *

Average

Variable

Length)/40)

Total Link

Size

1,100,000

0

280,000

1,710,000

* 0.9

* 0.9

* 0.9

990,000

0

252,000

1,242,000

Add these numbers together and total in the box below to get the PG

High- Priority

Queue

Bandwidth

Total PG

High-Priority

Queue

Bandwidth

For the combined dedicated link in this example, the results are as follows:

• Total Link Size = 1,710,000 bps

• Router/Logger high-priority bandwidth queue of 264,000 bps

• PG high-priority queue bandwidth of 1,242,000 bps

If this example were implemented with two separate links, Router/Logger private and PG private, the link sizes and queues are as follows:

• Router/Logger link of 330,000 bps (actual minimum link is 1.5 Mb, as defined earlier), with high-priority bandwidth queue of 264,000 bps

• PG link of 1,380,000 bps, with high-priority bandwidth queue of 1,242,000 bps

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When using Multilink Point-to-Point Protocol (MLPPP) for private networks, set the following attributes for the MLPPP link:

• Use per-destination load balancing instead of per-packet load balancing.

• Enable Point-to-Point Protocol (PPP) fragmentation to reduce serialization delay.

Note

You must have two separate multilinks with one link each for per-destination load balancing.

Unified CVP Bandwidth, Latency and QOS Considerations

Bandwidth Considerations for Unified CVP

The ingress and VoiceXML gateway is separated from the servers that provide it with media files, VoiceXML documents, and call control signaling. Therefore, you must consider the bandwidth requirement for the Unified

CVP.

For example, assume that all calls to a branch begin with 1 minute of IVR treatment followed by a single transfer to an agent that lasts for 1 minute. Each branch has 20 agents, and each agent handles 30 calls per hour for a total of 600 calls per hour per branch. The call average rate is therefore 0.166 calls per second (cps) per branch.

Note that even a small change in these variables can have a large impact on sizing. Remember that 0.166 calls per second is an average for the entire hour. Typically, calls do not come in uniformly across an entire hour, and there are usually peaks and valleys within the busy hour. You should find the busiest traffic period, and calculate the call arrival rate based on the worst-case scenario.

VoiceXML Document Types

On average, a VoiceXML document between the Unified CVP Call Server or Unified CVP VXML Server and the gateway is 7 kilobytes. You can calculate the bandwidth used by approximating the number of prompts that are used per call, per minute. The calculation, for this example, is as follows:

7000 bytes x 8 bits = 56,000 bits per prompt

(0.166 call/second) x (56,000 bit/prompt) x (no. of prompts/call) = bps per branch

Media File Retrieval

You can store the Media files prompts locally in flash memory on each router. This method eliminates bandwidth considerations, but maintainability becomes an issue because you must replace the prompts on every router. If you store the prompts on an HTTP media server (or an HTTP cache engine), the gateway can locally cache voice prompts after it first retrieves them. The HTTP media server can cache many, if not all, prompts, depending on the number and size of the prompts. The refresh period for the prompts is defined on the HTTP media server. Therefore, the bandwidth utilized is limited to the initial load of the prompts at each gateway, plus periodic updates after the expiration of the refresh interval. If the prompts are not cached at the

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gateway, a significant Cisco IOS performance degradation (as much as 35% to 40%) in addition to the extra bandwidth usage occurs.

Assume that there are a total of 50 prompts, with an average size of 50 KB and a refresh interval of 15 minutes.

The bandwidth usage is:

(50 prompts) x (50,000 bytes/prompt) x (8 bits/byte) = 20,000,000 bits

(20,000,000 bits) / (900 secs) = 22.2 average kbps per branch

QOS Considerations for Unified CVP

The Unified CVP Call Server marks the QoS DSCP for SIP messages.

Table 26: Unified CVP QoS

Component Port Queue PHB DSCP

Media Server

Unified CVP

Call Server

(SIP)

Unified CVP

IVR service

Unified CVP

VXML Server

TCP 80

TCP 5060

TCP 8000

TCP 7000

Ingress Gateway

SIP

TCP 5060

VXML Gateway

SIP

TCP 5060

CVP-data

Call Signaling

AF11

CS3

CVP-data

CVP-data

Call Signaling

Call Signaling

AF11

AF11

CS3

CS3

10

24

10

10

24

24

Max latency

Round Trip

1 sec

200 ms

1 sec

1 sec

200 ms

200 ms

Note

The Unified CCE and Unified CVP provide a Layer 3 marking (not a Layer 2).

As a general rule, activate QoS at the application layer and trust it in the network.

Unified CM Bandwidth, Latency and QOS Considerations

Agent Phones to Unified Communications Manager Cluster

The amount of bandwidth that is required for phone-to-Unified Communications Manager signaling is 150 bps x n, where n is the number of phones.

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For example for a 500 agent deployment model, for each contact center site the approximate required bandwidth is 150 x 500 phones = 75kbps

For example for a 1000 agent deployment model, for each contact center site the approximate required bandwidth is 150 x 1000 phones = 150kbps

Unified IC Bandwidth, Latency and QOS Considerations

Reporting Bandwidth

The following parameters have a combined effect on the responsiveness and performance of the Cisco Unified

Intelligence Center on the desktop:

• Real-time reports: Simultaneous real-time reports run by a single user.

• Refresh rate/realtime: Note that if you have a Premium license you can change the refresh rate by editing the Report Definition. The default refresh rate for Unified Intelligence Center Release 9.1(1) is 15 seconds.

• Cells per report — The number of columns that are retrieved and displayed in a report.

• Historical report — Number of historical reports run by a single user per hour.

• Refresh rate/historical — The frequency with report data are refreshed on a historical report.

• Rows per report — Total number of rows on a single report.

• Charts per dashboard — Number of charts (pie, bar, line) in use concurrently on a single dashboard.

• Gauges per dashboard — Number of gauges (speedometer) in use concurrently on a single dashboard.

Network Bandwidth Requirements

The exact bandwidth requirement differs based on the sizing parameters used, such as the number of rows, the refresh frequency, and the number of columns present in each report.

You can use the Bandwidth Calculator to calculate the bandwidth requirements for your Unified Intelligence

Center implementation. (Use the same Microsoft Excel file for Releases 9.0 and 8.5.)

Two examples for bandwidth calculation (50 and 100 users):

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Unified

Intelligence

Center

User

Profile

Customer

Parameters

Profile 1

(500 agent deployment)

Total concurrent

Users

Number of Real

Time Reports

Value

50

Unified

1,283

Network Bandwidth Requirement (in Kbps)

Intelligence

CenterAW/HDS

ClientUnified

Intelligence

Center

1,454

Unified

Intelligence

Center--Unified

Intelligence

Center

N/A

Unified

Intelligence

Center--Unified

Intelligence

Center for each node

N/A

2

15 Real Time

Report Interval

(in second)

Number of

Average Rows per RT Report

Number of

Average

Columns per RT

Report

Number of

Historical Report

50

10

1

Historical Report

Interval (in second)

1800

800 Number of

Average Rows per Historical

Report

Number of

Average

Columns per

Historical Report

Number of

Nodes on side A

Number of

Nodes on side B

10

1

0

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Unified

Intelligence

Center

User

Profile

Customer

Parameters

Profile 2

(1000 agent deployment)

Total concurrent

Users

Number of Real

Time Reports

Real Time

Report Interval

(in second)

Number of

Average Rows per RT Report

Number of

Average

Columns per RT

Report

Number of

Historical Report

Historical Report

Interval (in second)

Value

100

Unified

1,783

Network Bandwidth Requirement (in Kbps)

Intelligence

CenterAW/HDS

ClientUnified

Intelligence

Center

4,554

Unified

Intelligence

Center--Unified

Intelligence

Center

1,935

Unified

Intelligence

Center--Unified

Intelligence

Center for each node

967

2

15

50

20

1

1800

Number of

Average Rows per Historical

Report

Number of

Average

Columns per

Historical Report

Number of

Nodes on side

A*

Number of

Nodes on side

B*

200

20

1

2

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Core Component Integrated Options Considerations

Cisco Finesse Bandwidth, Latency and QOS Considerations

The most expensive operation from a network perspective is the agent or supervisor login. This operation involves the web page load and includes the CTI login and the display of the initial agent state. After the desktop web page loads, the required bandwidth is significantly less.

The number of bytes transmitted at the time an agent logs in is approximately 2.8 megabytes. Because of the additional gadgets on the supervisor desktop (Team Performance, Queue Statistics), this number is higher for a supervisor login - approximately 5.2 megabytes. Cisco does not mandate a minimum bandwidth for the login operations. You must determine how long you want the login to take and determine the required bandwidth accordingly. To help you with this calculation, Cisco Finesse provides a bandwidth calculator to estimate the bandwidth required to accommodate the client login time. Note that during failover, agents are redirected to the alternate Finesse server and required to log in again. For example, if you configure your bandwidth so that login takes 5 minutes and a client failover event occurs, agents will take 5 minutes to successfully log in to the alternate Finesse server.

Note

The Cisco Finesse bandwidth calculator does not include the bandwidth required for any third-party gadgets in the Finesse container or any other applications running on the agent desktop client.

Core Component Integrated Options Considerations

Courtesy Callback Considerations, on page 126

Agent Greeting Considerations, on page 128

Whisper Announcement Considerations, on page 129

Mobile Agent Considerations, on page 130

Outbound Dialer Considerations, on page 133

Post Call Survey Considerations, on page 136

a-Law Codec Support Considerations, on page 137

Back-Office Phone Support Considerations, on page 137

Finesse IP Phone Agent Considerations, on page 138

Live Data Reporting System Considerations, on page 138

Precision Routing Considerations, on page 138

Courtesy Callback Considerations

Callback Criteria, on page 127

Sample Scripts and Audio Files for Courtesy Callback, on page 127

Typical Use Scenario, on page 127

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Design Consideration

Courtesy Callback Considerations

Callback Criteria

In your callback script, you can establish criteria for offering a caller courtesy callback. Examples of callback criteria include:

• Number of minutes a customer is expected to be waiting in queue that exceeds a maximum number of minutes (based on your average call handling time per customer)

Note

The included example scripts use this method for determining callback eligibility.

• Assigned status of a customer (gold customers may be offered the opportunity to be called back instead of remaining on the line)

• The service a customer has requested (sales calls, or system upgrades, for example, may be established as callback criteria)

Sample Scripts and Audio Files for Courtesy Callback

The courtesy callback feature is implemented using Unified CCE scripts. The installation provides a set of modifiable example CCE scripts, call studio scripts, and audio files to get you started. You can use these scripts in your implementation after making a few required changes.

Typical Use Scenario

Note

Courtesy Callback is supported for IP originated calls as well.

A typical use of the Courtesy Callback feature follows this pattern:

1

The caller arrives at Unified CVP and the call is treated in the normal IVR environment.

2

The Call Studio and Unified ICM Courtesy Callback scripts determine if the caller is eligible for a callback based on the rules of your organization (such as in the prior list of conditions).

3

If a courtesy callback can be offered, the system notifies the caller the approximate wait time and offers to call the customer back when an agent is available.

4

If the caller chooses not to use the callback feature, queuing continues as normal. Otherwise, the call continues as indicated in the remaining steps.

5

If the caller chooses to receive a callback, the system prompts the caller to record their name and to key in their phone number.

6

The system writes a database record to log the callback information.

Note

If the database is not accessible, then the caller is not offered a callback and they are placed in queue.

7

The caller is disconnected from the TDM side of the call. However, the IP side of the call in Unified CVP and Unified ICM is still active. This keeps the call in the same queue position. No queue music is played, so Voice XML gateway resources used during this time are less than if the caller had actually been in queue.

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Agent Greeting Considerations

8

When an agent in the service/skill category the caller is waiting for is close to being available (as determined by your callback scripts), then the system calls the person back. The recorded name is announced when the callback is made to insure the correct person accepts the call.

9

The system asks the caller, through an IVR session, to confirm that they are the person who was waiting for the call and that they are ready for the callback.

If the system cannot reach the callback number provided by the caller (for example, the line is busy, RNA, network problems, etc.) or if the caller do not confirm they are the caller, then the call is not sent to an agent. The agent is always guaranteed that someone is there waiting when they take the call. The system ensures that the caller is already on the line by the time the agent gets the call.

This feature is called preemptive callback as the system assumes that the caller is already on the line by the time the agent gets the call and that the caller has to wait minimal time in queue before speaking to an agent.

10

The system presents the call context on the agent screen-pop, as normal.

In the event that the caller cannot be reached after a configurable maximum number and frequency of retries, the callback is aborted and the database status is updated appropriately. You can run reports to determine if any manual callbacks are necessary based on your business rules.

Agent Greeting Considerations

Agent Greeting Phone Requirements (for Local Agents only), on page 128

Agent Greeting Design Considerations, on page 129

Note

VXML gateway IVR leg dial-peer must not use the voice-class codec, it should use either the codec

G.711u-law or the codec G.711a-law.

Agent Greeting Phone Requirements (for Local Agents only)

Agent greeting is available to agents and supervisors who use IP Phones with Built-In Bridge (BIB). These agents are typically located within a contact center. Phones used with Agent Greeting must meet these requirements:

• The phones must have the BIB feature

Note

If you disable BIB, the system attempts to use a conference bridge for agent greeting call flow and raises a warning event.

• The phones must be running firmware version CM 8.5(1) or greater (In most cases, phone firmware upgrades automatically when you upgrade your Unified Communications Manager installation.)

• See the IP Phone support for the list of supported phone models

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Whisper Announcement Considerations

Agent Greeting Design Considerations

The following sections list the functional limitations for Agent Greeting and Whisper Announcement.

Agent Greeting has the following limitations:

• Agent Greeting is not supported with outbound calls made by an agent. The announcement plays for inbound calls only.

• Only one Agent Greeting file plays per call.

• Supervisors cannot listen to agents’ recorded greetings.

• Agent Greetings do not play when the router selects the agent through a label node.

• The default CTI OS Toolkit agent desktop includes the Agent Greeting buttons. If Agent Greeting is not configured, the Agent Greeting buttons do not work. If you use the default desktop but do not plan to use Agent Greeting, you should remove the Agent Greeting button.

• Silent Monitoring (CTI OS and Unified CM-based) is supported with Agent Greeting with the following exception: For Unified-CM based Silent Monitoring, supervisors cannot hear the greetings. If a supervisor clicks the Silent Monitor button on the CTI OS desktop while a greeting is playing, a message displays stating that a greeting is playing and to try again shortly.

You can use Agent Greeting with the Whisper Announcement feature. Here are some things to consider when using them together:

• On the call, the Whisper Announcement always plays first

• To shorten your call-handling time, use shorter Whisper Announcements and Agent Greetings than you might if you were using either feature by itself. A long Whisper Announcement followed by a long

Agent Greeting equals a long wait before an agent actively handles a call

• If you use a Whisper Announcement, your agents probably handle different types of calls: for example,

“English-Gold Member-Activate Card,” “English-Gold Member-Report Lost Card,” “English-Platinum

Member-Account Inquiry.” Therefore, you may want to ensure that greetings your agents record are generic enough to cover the range of call types

Whisper Announcement Considerations

Whisper announcement has the following Considerations:

• Announcements do not play for outbound calls made by an agent. The announcement plays for inbound calls only

• For Whisper Announcement to work with agent-to-agent calls, use the SendToVRU node before you send the call to the agent. You must send the transferred call to Unified CVP before you send the call to another agent. Then, Unified CVP can control the call and play the announcement, regardless of which node sends the call to Unified CVP

• CVP Refer Transfers do not support Whisper Announcement

• Whisper Announcement supports Silent Monitoring (CTI OS and Unified CM-based) with this exception:

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Mobile Agent Considerations

• For Unified Communications Manager-based Silent Monitoring, supervisors cannot hear the announcements themselves. The supervisor desktop dims the Silent Monitor button while an announcement plays

• Only one announcement can play for each call. While an announcement plays, you cannot put the call on hold, transfer, or conference; release the call; or request supervisor assistance.These features become available again after the announcement completes.

Mobile Agent Considerations

Cisco Unified Mobile Agent Description, on page 130

Feature Requirements, on page 132

Unsupported Features, on page 133

Cisco Unified Mobile Agent Description

Mobile Agent enables an agent to use any PSTN phone and a broadband VPN connection (for agent desktop communications). The agent has the same capabilities as an agent in your call center using a Cisco IP Phone.

Unified Mobile Agent supports call center agents using phones that HCS-CC does not directly control. You can deploy a Mobile Agent as follows:

• Outside the contact center, by using an analog phone or a mobile phone in the home.

• On an IP phone connection that is not CTI-controlled by Packaged CCE, by Unified CCE, by HCS-CC or by an associated Unified Communications Manager.

• On any voice endpoint of any ACD (including endpoints on other Unified Communication Managers) that the contact center Unified Communication Manager can reach by a SIP trunk.

A Mobile Agent can use different phone numbers at different times; the agent enters the phone number at login time. An agent can access the Mobile Agent functionality using any phone number that is included in the Unified Communications Manager dial plan.

Unified Mobile Agent Provides Agent Sign-In Flexibility

Agents can be either local agents or Mobile Agents, depending on how they sign in at various times.

Regardless of whether agents sign in as local or Mobile Agents, their skill groups do not change. Because agents are chosen by existing selection rules and not by how they are connected, the same routing applies regardless of how the agents log in. If you want to control routing depending on whether agents are local or mobile, assign the agents to different skill groups and design your scripts accordingly.

Connection Modes

Cisco Unified Mobile Agent allows system administrators to configure agents to use either call by call dialing or a nailed connection, or the administrator can configure agents to choose a connection mode at login time.

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Mobile Agent Considerations

Mobile Agents are defined as agents using phones not directly controlled by Unified CC, irrespective of their physical location. (The term local agent refers to an agent who uses a phone that is under control of Unified

CC, irrespective of physical location.)

You can configure Mobile Agents using either of two delivery modes:

• Call by Call—In this mode, the Mobile Agent's phone is dialed for each incoming call. When the call ends, the Mobile Agent's phone is disconnected before being made ready for the next call.

• Nailed Connection—In this mode, the agent is called at login time and the line stays connected through multiple customer calls.

Note

The administrator can select the Agent chooses option, which allows an agent to select a call delivery mode at login.

Call by Call

In a call by call delivery mode, the Mobile Agent's phone is dialed for each incoming call. When the call ends, the Mobile Agent's phone disconnects before is it made ready for the next call.

The call by call call flow works as follows:

1

At login, the agent specifies an assigned extension for a CTI port.

2

A customer call arrives in the system and, through normal Unified ICM configuration and scripting, is queued for a skill group or an agent. (This is no different than existing processing for local agents.)

3

The system assigns an agent to the call. If the agent's Desk Setting is Unified Mobile Agent-enabled and configured for either call by call or Agent chooses mode, the router uses the extension of the agent's CTI port as a label.

4

The incoming call rings at the agent's CTI port. The JTAPI Gateway and PIM notice this but do not answer the call.

5

A call to the agent is initiated on another CTI port chosen from a preconfigured pool. If this call fails,

Redirect on No Answer processing is initiated.

Note

In call by call mode, the Answer Wait Time is 3 to 15 seconds longer than in a local agent inbound call scenario. Specify a Redirect on No Answer setting large enough to accommodate the extra processing time.

6

When the agent takes the remote phone off-hook to answer the call, the system directs the customer call to the agent's call media address and the agent's call to the customer's call media address.

7

When the call ends, both connections are terminated and the agent is ready to accept another call.

Note

In call by call delivery mode, callers often perceive a longer ring time compared to nailed connection delivery mode. This is because callers hear the ringtone during the call flow; ringing stops only after the agent answers. From the Unified CCE reporting perspective, a Mobile Agent in call by call delivery mode has a longer Answer Wait Time for the same reason.

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Nailed Connections

In nailed connection delivery mode, the agent is called once, at login, and the phone line remains connected through multiple customer calls. See the following figure.

Figure 35: Nailed Connection Call Flow

The nailed connection call flow works as follows:

1

At login, the agent enters the directory number of the local CTI port (LCP) in the Instrument Number field and the remote phone number in CTI OS Desktop. The remote phone number can be any phone number reachable by Unified CM.

When the agent clicks the Login button, a call is initiated to the agent's remote CTI port (RCP) and the agent's remote phone rings.

2

When the agent answers the call, the call is then nailed up. This means that the agent will remain on this call until the agent logs out or hangs up.

3

A customer's call arrives in the system , and scripting, is queued for a skill group/precision queue. (This is no different than existing processing for local agents.)

4

When the agent clicks the Answer button, the voice path between the agent and the customer phone is established, and the two parties can talk.

5

When the system assigns an agent to the call, the call is routed to the agent's LCP port. The agent then hears the connect tone on the headset.

6

When the call ends, the customer connection is terminated and the agent state returns to Ready.

Feature Requirements

Phone Requirements

A Unified Mobile Agent can use an analog, digital, or IP phone to handle calls.

Note

When Unified Mobile Agent phones are located on a cluster and a SIP Trunk is used to connect the cluster to another cluster, you must either use SIP phones as Mobile Agent phones or select mtp required on to allow Mobile Agent calls to work.

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Design Consideration

Outbound Dialer Considerations

Conference Requirements

To use Agent Greeting for Mobile Agents, you must configure external conference-bridge (hardware) resources.

To estimate the number of required resources, you can use the following formula:

Number of conference bridge resources = Mobile Agent call rate × Average greeting time (in seconds)

CTI Port Requirements

You need two CTI ports (local and remote) for every logged-in Mobile Agent.

Unified Mobile Agent uses Unified CM CTI Port as a proxy for the agent's phone. When this proxy is set up, whenever a Mobile Agent is selected to handle a customer call, the following happens:

• The call is directed to the CTI port extension

• Unified CCE intercepts the call arriving on the CTI Port and directs Unified CM to connect the call to the Mobile Agent

For Unified Mobile Agent to work properly, you must configure two CTI ports:

• One port to serve as the agent's virtual extension

• The other port to initiate calls to the agent

Unsupported Features

The following is a list of unsupported features for Mobile Agent:

• Web Callback

• Unified CM-based Silent Monitoring

Outbound Dialer Considerations

Dialing Modes, on page 133

Outbound SIP Dialer Call-flow, on page 135

Dialing Modes

Outbound Option supports various dialing modes, described in the following sections.

Note

All dialing modes reserve an agent at the beginning of every outbound call cycle by sending a reservation call to the agent.

Predictive Dialing

In predictive dialing, the dialer determines the number of customers to dial per agent based on the abandon rate. The agent must take the call if that agent is logged into a campaign skill group.

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Outbound Dialer Considerations

Note

A Predictive Dialer is designed to increase the resource utilization in a call center. It is designed to dial several customers per agent. After reaching a live contact, the Predictive Dialer transfers the customer to a live agent along with a screen pop to the agent’s desktop. The Predictive Dialer determines the number of lines to dial per available agent based on the target abandoned percentage.

Outbound Option predictive dialing works by keeping outbound dialing at a level where the abandon rate is below the maximum allowed abandon rate. Each campaign is configured with a maximum allowed abandon rate. In Predictive mode, the dialer continuously increments the number of lines it dials per agent until the abandon rate approaches the pre-configured maximum abandon rate. At this point, the dialer begins lowering the lines per agent until the abandon rate goes below the pre-configured maximum. In this way, the dialer stays just below the pre-configured maximum abandon rate. Under ideal circumstances, the dialer internally targets an abandon rate of 85% of the pre-configured maximum abandon rate. Due to the random nature of outbound dialing, the actual attainable abandon rate at any point in time may vary for your dialer.

Preview Dialing

Preview dialing reserves an agent prior to initiating an outbound call and presents the agent with a popup window. The agent may then Accept, Skip, or Reject the call with the following results:

Accept - The customer is dialed and transferred to the agent.

Skip - The agent is presented with another customer call.

Skips-Close - The customer will not be called again, and the agent is presented with another customer call.

Reject - The agent is released. At this point, the system delivers another call to the agent, either another preview outbound call, or a new inbound call..

Rejects-Close - The agent is released and the record is closed so it is not called again. At this point, the system delivers another call to the agent, either another Preview outbound call or a new inbound call.

Direct Preview Dialing

The Direct Preview mode is similar to the Preview mode, except that the call is automatically placed by the dialer from the agent's phone after the agent accepts. Because the call is initiated from the agent's phone, the agent hears the ringing, and there is no delay when the customer answers. However, in this mode, the agent must deal with answering machines and other results that the Dialer Call Progress Analysis (CPA) normally handles for other campaign dialing modes.

• The CPA and the transfer to IVR features are not available while using Direct Preview Dialing mode

• A zip tone is a tone that announces incoming calls. There is no zip tone in Direct Preview mode

Progressive Dialing

Progressive Dialing is similar to predictive dialing (see Predictive Dialing, on page 113). The only difference is that in Progressive Dialing mode, Outbound Option does not calculate the number of lines to dial per agent, but allows users to configure a fixed number of lines that will always be dialed per available agent.

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Design Consideration

Outbound Dialer Considerations

Outbound SIP Dialer Call-flow

The following sections provide diagrams that describe the outbound SIP dialer call flow. The first describes a call flow for a SIP dialer agent campaign. The second describes a call flow for an unattended IVR campaign.

Call Flow Diagram for Agent Campaign

The following figure illustrates a transfer to agent call flow in an Outbound Option deployment with a SIP dialer.

Figure 36: SIP Dialer Agent Campaign Call Flow

The following steps describe this call flow in detail:

1

The import is scheduled and the campaign starts. The records are delivered to the dialer.

2

The dialer looks for an available agent through the media routing interface.

3

The media routing peripheral gateway (MR PG) forwards the request to the router.

4

The routing script identifies an agent and responds to the MR PG.

5

The media routing peripheral interface manager (PIM) notifies the dialer that the agent is available.

6

The dialer signals the gateway to place a call to the customer.

7

The gateway places a call to the customer, and the dialer is notified of the attempted call.

8

Call Progress Analysis (CPA) is done at the gateway. When voice is detected, the dialer is notified.

9

The dialer asks the voice gateway to transfer the call to the reserved agent by its agent extension.

10

The gateway directs the call to the agent through Unified Communications Manager (using dial peer configuration to locate the Unified Communications Manager). Media are set up between the gateway and the agent's phone.

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Design Consideration

Post Call Survey Considerations

Call Flow Diagram for IVR campaign

The following figure illustrates a transfer-to-IVR call flow in an Outbound Option deployment with a SIP dialer.

Figure 37: SIP Dialer Unattended IVR Campaign Call Flow

The following steps describe this call flow in detail:

1

An unattended IVR campaign starts, scheduling an import. Customer records are delivered to the dialer.

2

The dialer sends a SIP INVITE to the voice gateway to start a call to a customer.

3

The gateway places the customer call.

4

The voice gateway does Call Progress Analysis (CPA) and detects an answering machine (AMD). The dialer is notified.

5

The dialer sends an IVR route request to the MR PG.

6

The MR PG forwards the route request to the router and the routing script is invoked.

7

The router sends the route response with the network VRU label to the MR PG.

8

The MR PG forwards the route response to the dialer.

9

The dialer sends a SIP REFER request for the label to the voice gateway.

10

The voice gateway transfers the call to Unified CVP. At this point, Unified CVP takes control of the call.

Post Call Survey Considerations

Observe the following conditions when designing the Post Call Survey feature:

• A Post Call Survey is triggered by the hang-up event from the last agent. When the agent hangs up, the call routing script launches a survey script.

• The mapping of a dialed number pattern to a Post Call Survey number enables the Post Call Survey feature for the call

• The value of the expanded call variable user.microapp.isPostCallSurvey controls whether the call is transferred to the Post Call Survey number

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Design Consideration a-Law Codec Support Considerations

• If user.microapp.isPostCallSurvey is set to y (the implied default), the call is transferred to the mapped post call survey number

• If user.microapp.isPostCallSurvey is set to n, the call ends

• To route all calls in the dialed number pattern to the survey, your script does not have to set the user.microapp.isPostCallSurvey variable. The variable is set to y by default

• To test for conditions and dynamically route calls to the survey based on the results of the test, your script must explicitly set user.microapp.isPostCallSurvey to y and n as appropriate

• REFER call flows are not supported with Post Call Survey. (The two features conflict: REFER call flows remove Unified CVP from the call; Post Call Survey needs Unified CVP because the agent has already disconnected.)

• For Unified CCE reporting purposes, when a survey is initiated, the call context of the customer call that was just transferred to the agent is replicated into the call context of the Post Call Survey call

a-Law Codec Support Considerations

HCS for Contact Center supports G.711 a-law codec. This means that the SIP carrier sends the capability as

G.711 a-law and G.729. The prompts at the VXML gateway should be G.711 a-law and the agents need to support both G.711 a-law and G.729. a-law supports the following features for Cisco HCS:

• Agent Greeting

• Whisper Announcement

• Call Manager Based Silent Monitoring

• Outbound (SIP Dialer)

• Courtesy Callback

• Post Call Survey

• Mobile Agents

Note

SIP Dialers with Cisco UBE can support A-Law with specific design considerations. The SIP Dialer does not advertise A-Law. So, the deployment needs DSP resources (Transcoder) on Cisco UBE during the initial negotiation (no media) between the SIP Dialer and the SIP service provider. During a REFER from the Dialer to the agent, Cisco UBE renegotiates the code with the agent to use A-Law. Cisco UBE can then release the DSP resource (Transcoder).

For information on the core component configurations for a-law codec support, see

Configure a-Law Codec,

on page 642 .

Back-Office Phone Support Considerations

Following are the considerations for the back-office phone support on the same Unified CM for HCS for

Contact Center:

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Design Consideration

Finesse IP Phone Agent Considerations

• You must meet the minimum OVA requirements of Unified CM for all agent deployment as described in

Open Virtualization Format Files, on page 54

• If you are replacing the Contact Center agent phone already pre-sized in the OVA defined in

Configuration

Limits, on page 82

with the regular back-office phone. This does not require the re-sizing of the OVA.

• If you plan to use the Unified CM for all the agents and additional back-office phones or want to increase the OVA size, you must follow the guidelines for

Specification-Based Hardware Support, on page 48

and do appropriate sizing.

Finesse IP Phone Agent Considerations

Finesse IPPA supports fewer features than the Finesse desktop in the browser, but it does allow agents and supervisors to receive and manage calls if they lose or do not have access to a desktop. For more information about installation, configuration and administration of FIPPA, see http://www.cisco.com/c/en/us/support/ customer-collaboration/finesse/products-user-guide-list.html

.

Live Data Reporting System Considerations

Live Data server components cannot be installed in HCS-CC deployments with more than 12 agent peripheral gateways, for Unified CM or Avaya (Definity).

Precision Routing Considerations

Precision queues cannot be configured on HCS-CC deployment models with more than 12 agent peripheral gateways, for Unified CM or Avaya (Definity).

Optional Component Considerations

This section describes the capabilities of the following Cisco Optional Components:

Cisco MediaSense Capabilities, on page 151

Unified WIM and EIM Considerations, on page 139

Cisco RSM Considerations, on page 147

Cisco MediaSense Considerations, on page 150

Cisco Unified SIP Proxy Considerations, on page 152

Cisco SPAN based Monitoring Considerations, on page 153

Avaya PG Considerations , on page 153

Cisco Virtualized Voice Browser Considerations, on page 154

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Unified WIM and EIM Considerations

Unified WIM and EIM Considerations

This section describes the following considerations for Unified WIM and EIM.

Unified WIM and EIM Design Considerations, on page 139

Unified WIM and EIM Deployment Options, on page 139

Unified WIM and EIM Configuration Limits, on page 141

HCS Support Matrix for Unified WIM and EIM, on page 142

Unified WIM and EIM High Availability, on page 143

Cisco WIM and EIM Bandwidth, Latency and QOS Considerations, on page 147

Unified WIM and EIM Design Considerations

Figure 38: Unified WIM and EIM Design Considerations

Unified WIM and EIM Deployment Options

Due to the modular, component-based nature of the architecture, Cisco WIM and EIM has the ability to cater to the growing demands for concurrent user loads. To provide the flexibility to suit deployments of varied sizes, Cisco WIM and EIM supports various components that may be distributed across various servers in a deployment.

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Design Consideration

Unified WIM and EIM Considerations

Collocated Deployment

In Collocated deployment option, the web server is installed on a separate machine and all other components are installed on one machine. The web server may be installed outside the firewall, if required.

Figure 39: Collocated Deployment

Distributed-Server Deployment

In this configuration, each component is on a separate machine, with the web server installed outside the firewall. The application, messaging, services, and web servers in this configuration can be restarted without restarting any other servers.

Figure 40: Distributed-Server Deployment

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Unified WIM and EIM Considerations

Unified WIM and EIM Configuration Limits

Unified WIM and EIM Configuration Limits

Table 27: Unified WIM and EIM Configuration Limits

Group

Multimedia

Resource

Agents (any combination of

Email, Chat and Web callback activities)

120 Multimedia

Agent

Deployment (One

PG)

240 Multimedia

Agent Deployment

(One PG)

1250 Multimedia

Agent

Deployment

(Two PGs)

120 240 1250 #

Maximum Number of Emails per agent per hour

12 12 5

Maximum Number of chats per agent per hour

12

Maximum Number of Web

Callback per agents per hour

12

12

12

5

12

Table 28: Unified WIM and EIM Configuration Limits

Group

Multimedia

Resource

Agents (any combination of

Email, Chat and Web callback activities)

Maximum Number of Emails per agent per hour

5

Unified WIM and EIM

Distributed server

Deployment

1250 #

Maximum Number of chats per agent per hour

5

Maximum Number of Web

Callback per agents per hour

5

12

10

5

Unified WIM and EIM

Collocated Deployment

200 ##

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Unified WIM and EIM Considerations

Note

The Symbol "#" indicates that the Unified WIM and EIM Distributed server Deployment allows combination of maximum 600 concurrent Web Callback and for the remaining it allows any combination of Email or

Chat activities. The Symbol "##" indicates that the Unified WIM and EIM Collocated Deployment allows combination of maximum 100 concurrent Web Callback and for the remaining it allows any combination of Email or Chat activities.

HCS Support Matrix for Unified WIM and EIM

HCS Support Matrix for Unified WIM and EIM

Table 29: HCS Support Matrix for Unified WIM and EIM

HCS for CC Deployment 120 Multimedia

Deployment

Yes HCS for CC 500 Agent

Deployment

HCS for CC 1000 Agent

Deployment

Yes

HCS for CC 4000 Agent

Deployment

Yes

240 Multimedia

Deployment

Yes

Yes

Yes

1250 Multimedia Deployment

Support can't exceed 500

Multimedia agents

Support can't exceed 1000

Multimedia agents

YES

Table 30: HCS Support Matrix for Unified WIM and EIM

HCS for CC Deployment

HCS for CC 500 Agent

Deployment

HCS for CC 1000 Agent

Deployment

HCS for CC 4000 Agent

Deployment

HCS for CC 12000 Agent

Deployment

HCS for CC Small Contact

Center Agent Deployment

Yes

No

Unified WIM and EIM Distributed server Deployment

Unified WIM and EIM Collocated

Deployment

Support can't exceed 500 Multimedia agents

Yes

Support can't exceed 1000 Multimedia agents

Yes

Yes Yes

Yes

Yes

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Unified WIM and EIM Considerations

Unified WIM and EIM High Availability

The following table contains the Cisco Unified WIM and EIM high availability during the failover of Unified

CCE processes.

Component Failover scenario

PG Unified

Communications

Manager PG

Failover

New session (Web

Callback/ Delayed callback/ Chat/

Email) impact

Active session

(Web Callback/

Delayed callback/

Chat/ Email) impact

Post recovery action

Web Callback - The new call is lost, because there is no

Longest Available agent during the failure of PG.

Active Web

Callback, Delayed callback, Chat, and

Email sessions continue uninterrupted.

Delayed Callback -

The new call reaches the customer and the agent after the PG on the other side becomes active and the delay that the customer specifies gets complete.

Chat - The new chat initiated by the customer reaches the agent after the other side of the PG becomes active.

Email - The new

Email sent by the customer reaches the agent.

Agent receives the

Call, Chat or Email after the PG becomes active and the agent logins again.

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Unified WIM and EIM Considerations

Component

PG

Failover scenario

MR PG Failover

New session (Web

Callback/ Delayed callback/ Chat/

Email) impact

Active session

(Web Callback/

Delayed callback/

Chat/ Email) impact

Post recovery action

Web Callback - The new call is established between the customer and the agent after the PG becomes active.

Active Web

Callback, Delayed callback, Chat, and

Email sessions continue uninterrupted.

Delayed Callback -

The new call reaches the customer and the agent after the PG on the other side becomes active and the delay that the customer specifies gets complete.

Chat - The new chat initiated by the customer reaches the agent once the other side of the PG becomes active.

Email - The new

Email sent by the customer reaches the agent.

Agent receives the

Call, Chat or Email once the PG becomes active.

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Design Consideration

Unified WIM and EIM Considerations

Component

CG

Failover scenario

CTI Failover

New session (Web

Callback/ Delayed callback/ Chat/

Email) impact

Active session

(Web Callback/

Delayed callback/

Chat/ Email) impact

Post recovery action

Web Callback -The new call cannot be placed and the customer receives the message,

"System cannot assign an Agent to the request."

Delayed Callback -

The new call reaches the customer and the agent after the CG on the other side becomes active and the delay that the customer specifies gets complete.

Active Web

Callback, Delayed callback, Chat, and

Email sessions continue uninterrupted.

Chat - The new chat initiated by the customer reaches the agent after the other side of the CG process becomes active.

Email - The new

Email sent by the customer reaches the agent.

Agent receives the

Call, Chat or Email once the process becomes active.

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Design Consideration

Unified WIM and EIM Considerations

Component

CTI OS

Router

Failover scenario

CTI OS Server

Failure

Router fails

New session (Web

Callback/ Delayed callback/ Chat/

Email) impact

Active session

(Web Callback/

Delayed callback/

Chat/ Email) impact

Post recovery action

Web Callback - The new call is established without any impact.

Active Web

Callback, Delayed callback, Chat, and

Email sessions continue uninterrupted.

Delayed Callback -

The new call is established without any impact after the delay that the customer specifies gets complete.

Chat - The new chat reaches the agent without any impact.

Email - The new

Email sent by the customer reaches the agent.

Seamless.

Web Callback - The new call is established through other side of the router process.

Active Web

Callback, Delayed callback, Chat and

Email sessions continue uninterrupted.

Delayed Callback -

The new call is established through other side of the router process and once the delay mentioned by the customer completes.

Chat - The new chat reaches the agent through other side of the router process.

Email - The new

Email sent by the customer reaches the agent through other side of the router process.

Agent gets the Call,

Chat or Email with other side of the router process.

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Cisco RSM Considerations

Cisco WIM and EIM Bandwidth, Latency and QOS Considerations

The minimum required network bandwidth for an agent connecting to the Cisco Interaction Manager servers on login is 384 kilobits/second or greater. After login in a steady state an average bandwidth of 40 kilobits/second or greater is required.

An attachment of size up to 50 KB is supported within this required bandwidth. For attachments of size greater than 50 KB, you may experience slow speed temporarily in the agent user interface during download of the attachments.

Cisco RSM Considerations

Cisco RSM Design Considerations, on page 147

Cisco RSM High Availability, on page 147

Cisco RSM Capabilities, on page 149

Cisco RSM Bandwidth, Latency and QOS Considerations, on page 149

Cisco RSM Design Considerations

Figure 41: Cisco RSM Design Considerations

Cisco RSM High Availability

The following table shows the Cisco RSM High Availability.

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Design Consideration

Cisco RSM Considerations

Table 31: Cisco RSM High Availability

Component

RSM Server

CTI OS Server

CTI

VLEngine

PhoneSim

Unified CM

JTAPI

Unified CVP

Failover/Failure

Scenario

RSM server

(hardware) fails

CTI OS Server

Failure

Active CTI

Gateway process fails

New Call Impact Active Call Impact Post-recovery

Action

Attempts to contact the RSM server fail

Active monitoring sessions terminate and supervisor is directed to the main menu

Supervisor can monitor calls after the RSM server becomes active

Failover is seamless Supervisor can monitor new calls without any failure

Active monitoring sessions will continue normally

Supervisor can establish new monitoring sessions until the secondary

CTI process becomes active

Active monitoring sessions continue normally

After the CTI

Gateway becomes active the supervisor can establish new monitoring sessions

VLEngine fails

PhoneSim fails

Active Subscriber fails

JTAPI gateway fails

Supervisor can establish new monitoring sessions when VLEngine becomes active

Active monitoring sessions terminate and supervisor is directed to the main menu

After the VLEngine becomes active the supervisor can establish new monitoring sessions

Supervisor can monitor new calls when PhoneSim becomes active

New calls cannot be established until the secondary subscriber becomes active

Supervisor can establish new calls without any failure

Active monitoring sessions continue normally

Active monitoring sessions continue normally

Active monitoring sessions continue normally

After the PhoneSim becomes active the supervisor can establish new monitoring sessions

After the secondary subscriber becomes active the supervisor can establish new monitoring sessions

Failover is seamless

Active CVP fails New calls cannot be established until the

Unified CVP becomes active

Active monitoring sessions terminate

After the Unified

CVP becomes active the supervisor can establish new monitoring sessions

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Design Consideration

Cisco RSM Considerations

Cisco RSM Capabilities

Platform

Call Flow

Desktop

Voice Codec

Concurrent Monitoring Sessions

Monitored Calls (per minute)

Maximum Configured Agents per PG

SimPhone Start line Number Range

Capabilities

The Supervisor can only monitor agents who are in talking state.

CTIOS

Between Agent and RSM: G.729 (RTP)

Between RSM and VXML Gateway: G.711 (RTSP)

120

17

12000

Four to fifteen digits

Cisco RSM Bandwidth, Latency and QOS Considerations

RSM Peer Purpose Protocols Used Data Format Relative

Bandwidth

Requirements

Minimal

Link Latency

Requirements

VRU

VRU

Unified CM

CTI OS Server

(PG)

Agent Phones

Service

Requests and

Responses

TCP (HTTP)

Requested

Voice Data from

PhoneSim to

VRU

TCP (HTTP)

TCP (JTAPI) Issuance of

Agent Phone

Monitoring

Environment

Events and

Supervisor

Logins

TCP (CTI OS)

Simulated

Phone Signaling

TCP or UDP

(SIP)

Textual

Minimal

< 500 ms avg.

G711, chunked transfer mode encoding

High (about 67 to 87 kbps per session)

< 400 ms avg.

Binary (JTAPI stream)

Binary (CTI OS stream)

Minimal

Textual

Minimal < 300 ms avg.

< 300 ms avg.

< 400 ms avg.

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Design Consideration

Cisco MediaSense Considerations

RSM Peer Purpose

Agent Phones Monitored

Phone Voice

Data

Protocols Used

UDP (RTP)

Data Format

Binary (G.711)

Relative

Bandwidth

Requirements

High (about 67 to 87 kbps per session)

Link Latency

Requirements

< 400 ms avg

Cisco MediaSense Considerations

Cisco MediaSense Design Considerations, on page 150

Cisco MediaSense Capabilities, on page 151

Cisco MediaSense High Availability, on page 151

Cisco MediaSense Bandwidth, Latency and QOS Considerations, on page 151

Cisco MediaSense Design Considerations

Figure 42: Cisco MediaSense Design Considerations

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Cisco MediaSense Considerations

Cisco MediaSense Capabilities

Platform

Phone

Supported Model

Voice Codec

Session

Media Forking

Network

Capabilities

All HCS supported Phone. See list of supported phones in

Voice

Infrastructure, on page 75

section.

2vCPU, 4vCPU and 7vCPU profiles.

G.711 and G.729

See session related details in http://docwiki.cisco.com/wiki/Virtualization_ for_Cisco_MediaSense#Version_10.x

.

CUBE, Phone and TDM

Inter cluster communication over WAN is not supported.

Cisco MediaSense High Availability

Component

Recording Sever

Database

Failover/Failure

Scenario

New Call Impact Active Call Impact

Primary Recording

Sever is down

Distributes the incoming load across the remaining severs.

Unified CM sets a time limit beyond which, if the recording hasn't begun, it will stop trying, and Active calls will not get recorded till CM established the connection with

Recording server.

No Impact No Impact Secondary

Recording Server

Either Primary or

Secondary server goes down

No Impact No Impact

Postrecovery Action

Call will get recorded on failed recording sever once it becomes active.

No Impact

Data Replication begins automatically.

Cisco MediaSense Bandwidth, Latency and QOS Considerations

MediaSense requires gigabit LAN connectivity with 2ms or less between servers within a cluster.

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Design Consideration

Cisco Unified SIP Proxy Considerations

Cisco Unified SIP Proxy Considerations

• Consists of 2 gateways for redundancy, geographically separated, 1 proxy module each, using SRV priority for redundancy of proxies, no HSRP

• CUSP can co-reside with VXML or TDM gateways. In earlier versions of Unified CVP due to platform validation restriction co-residency was not supported, and a dedicated ISR was required for proxy functionalities

• TDM gateways are configured with SRV or with Dial Peer Preferences to use the primary and secondary

CUSP proxies

• CUSP is set with Server Groups to find primary and back up Unified CVP, Unified CM and VXML gateways

• Unified CVP is set up with Server Group to use the primary and secondary CUSP proxies

• Cisco Unified CM is set up with a Route Group with multiple SIP Trunks, to use the primary and secondary CUSP proxies

Performance Matrix for CUSP Deployment

CUSP baseline tests were done in isolation on the proxy, and capacity numbers (450 TCP transactions per second) should be used as the highest benchmark, and most stressed condition allowable. A CVP call, from the proxy server perspective, entails on average, 4 separate SIP calls:

• Caller inbound leg

• VXML outbound leg

• Ringtone outbound leg

• Agent outbound leg

When a consult with CVP queuing occurs, an additional 4 SIP transactions will be incurred for the session, effectively doubling the number of calls.

Note

Always turn the Record Route setting off on the proxy server to avoid a single point of failure and allow fault tolerance routing, as well as increase the performance of the Proxy server. Using record route setting on the proxy server doubles the impact to performance, as shown in the CUSP baseline matrix, and also breaks the high availability model since the proxy becomes a single point of failure for the call, if the proxy were to go down.

Record Route is turned off by default on CUSP.

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Design Consideration

Cisco SPAN based Monitoring Considerations

Cisco SPAN based Monitoring Considerations

Silent Monitoring Bandwidth, Latency and QOS Considerations

With Silent Monitoring supervisors can listen to the agent calls in Unified CCE call centers that use CTI OS.

Voice packets sent to and received by the monitored agent's IP hardware phone are captured from the network and sent to the supervisor desktop. At the supervisor desktop, these voice packets are decoded and played on the supervisor's system sound card. Silent Monitoring of an agent consumes approximately the same network bandwidth as an additional voice call. If a single agent requires bandwidth for one voice call, then the same agent being silently monitored requires bandwidth for two concurrent voice calls. To calculate the total network bandwidth required for your call load, multiply the number of calls by the per-call bandwidth figure for your particular codec and network protocol.

Avaya PG Considerations

Avaya PG Design Considerations, on page 153

Avaya PG High Availability, on page 154

Avaya PG Design Considerations

The following table includes the deployment consideration for Avaya PG. The Avaya PG is supported only in 4000 and 12000 agent deployment models.

Feature/Call Flow

Agent Reporting

Duplexed PG Implementation

Unified ICM web Option

Straight Calls

Transfer Calls

Conference Calls

Translation Route

Remote Silent Monitoring (RSM)

MediaSense

Multimedia support (EIM/WIM)

Precision Queues

Finesse Desktop support

Outbound

Design Considerations

Supported

Supported

Supported

Supported

Supported

Supported

Supported

Not Supported

Not Supported

Not Supported

Not Supported

Not Supported

Not Supported

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Design Consideration

Cisco Virtualized Voice Browser Considerations

Feature/Call Flow

Split PG over WAN

Avaya ACD remote from PG

Extension Digits Supported

Agents per PG

Maximum Skills per agent

Maximum UII size

Design Considerations

Not Supported

Not Supported

10

2000

20

40 bytes

Avaya PG High Availability

When PG(PIM) side A fails, PG(PIM) side B becomes active. Agents who are on call continues, with no third-party call control (conference, transfer, and so on) available from their agent desktop. During the failover to the B-Side PIM. Agents who are not on a call, CTI desktop disable their agent state or third-party call control buttons on the desktop. After the failover completes, the agent desktop buttons are restored. When

PG side A recovers, the PIM does not fall-back, PG side B remains active and call processing continues.

Cisco Virtualized Voice Browser Considerations

Cisco Virtualized Voice Browser Design Considerations, on page 155

Cisco Virtualized Voice Browser Capabilities, on page 156

Cisco Virtualized Voice Browser High Availability, on page 156

Cisco Virtualized Voice Browser Bandwidth, Latency and QoS Considerations, on page 156

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Design Consideration

Cisco Virtualized Voice Browser Design Considerations

Figure 43: Cisco Virtualized Voice Browser Design Considerations

Cisco Virtualized Voice Browser Considerations

Virtualized VB does not depend on the number of agents. It depends on number of concurrent SIP sessions and CPS supported. Install Virtualized VB depending on the number of SIP sessions required for an HCS deployment.

Platform/Feature

Video

Cisco Virtualized Voice Browser Considerations

Not Supported

MRCPv2 Not Supported

Voice Codec

VoiceXML 2.1

Call Flows

ASR/TTS

C-series Server

G711

Not Supported

Standalone, Comprehensive, Blind transfer Supported

Supported

Supported

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Design Consideration

Cisco Virtualized Voice Browser Considerations

Platform/Feature

HTTPS

HTTP

Browser

Firefox 35.0.1 or later

Internet Explorer 11

Cisco Virtualized Voice Browser Considerations

Supported

Supported

Supported

Not Supported

Cisco Virtualized Voice Browser Capabilities

Platform

Media Protocol

Maximum Sessions

Capabilities

MRCPv1 for ASR/TTS

600

Cisco Virtualized Voice Browser High Availability

Component New Call Impact

Virtualized Voice

Browser

Failover/Failure

Scenario

Virtualized Voice

Browser fails

Active Call Impact Post-recovery Action

CVP routes call to other Virtualized

Voice Browser

Gets disconnected and data gets lost

Virtualized Voice

Browser takes care of new sessions

Cisco Virtualized Voice Browser Bandwidth, Latency and QoS Considerations

Cisco Virtualized Voice Browser supports up to 200ms round-trip delay with CVP.

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Design Consideration

Deployment Model Considerations

Deployment Model Considerations

Small Contact Center Deployment Consideration

Table 32: Aggregation Components

Components

Unified Contact Center Domain Manager

Cisco Unified Communications Domain Manager

Perimeta SBC

Design considerations

Parameters moved to respective folders by administrator. System Configuration limits enforced at solution level, not at sub customer level.

Outbound configuration and administration per sub customer has to be configured by service provider.

Each sub customer must have AD for logging.

There are three options for ISE users:

1

CCDM domain users

2

CCE domain users.

3

Sub Customer domain users.

Because of existing two-way trust between CCDM and CCE domain, either first or second option is recommended.

If service provider and sub customer security permits the two-way trust between CCE and customer domain, third option is recommended. Third option is not supported with one-way trust.

For creating a customer domain user, see

Create User,

on page 504 .

In Network > Contact Center Server add a dummy

CVP Server for each sub customer. Associate the same CVP server in the sub customer hardware group.

Agent Extension across sub customer must be unique.

overlapping of agent extension/dial plan is not supported. Example: If sub_cust1 uses 801xxxxxx extension, sub_cust2 cannot use the same extension.

Each sub customer must have unique internal help desk number.

Sip signaling and media passes through Perimeta

SBC. Data traffic passes through ASA.

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Design Consideration

Small Contact Center Deployment Consideration

Components

ASA/NAT

Cisco Prime Collaboration

Table 33: Shared Components

Components

Unified CCE Router

Logger

AW-HDS-DDS

VRU Peripheral Gateways

Unified CVP Call Server

CVP Reporting Server

Cisco Unified IC

CUBE- Enterprise

Table 34: Dedicated Sub-customer Components

Components

Cisco Unified CM

Design considerations

Data traffic passes only through ASA.

ASA is required for shared and sub customers. Do not enable SIP ALG in ASA.

Static mapping of internal IP to an external IP is required for Prime to work with SCC.

Design considerations

Congestion Control Configuration, on page 186

System Configuration limits enforced at solution level, not at sub customer level. See

Configuration

Limits, on page 82

.

See

Set the HCS Deployment Type, on page 346

, deployment for small contact center is similar to

HCS-CC 4000 agent deployment. You can deploy

Small contact center deployment only on 4000 agent deployment.

Dial number patterns across sub customer needs to be unique. Example: If sub_cust1 uses 801xxxxxx dial number pattern, sub_cust2 cannot use the same dial number pattern.

Use Exony VIM for multi tenant reporting.

CUIC is used for simple collections using the department ID of UCCE. See

Configure Unified

Intelligence Center Reporting, on page 382

. You can also use Exony VIM for multi-tenant reporting.

CUBE Enterprise Considerations. See

CUBE-Enterprise at Customer Premise, on page 164

Design Considerations

CUCM software resource is recommended. You can also use dedicated DSP resources for each sub-customer.

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Design Consideration

Components

Peripheral Gateways

Cisco Finesse

Table 35: Optional Components

Components

Cisco Unified WIM and EIM

Cisco RSM

Cisco MediaSense

SPAN Based Monitoring

Small Contact Center Deployment Consideration

Design Considerations

Follow any of the below domain consideration to configure peripheral gateway:

• PG can install on sub customer domain. Both sub customer domain and service provider

(UCCE) domain instance number and name should be same.

• Configure static NAT between UCCE domain and PG machine that is installed on service provider (UCCE) domain.

Maximum number of PG's

Peripheral Gateways, on

page 70 .

Each sub customer should have local DNS. See

Create DNS Server for Finesse in Small Contact

Center Deployment, on page 436

Design considerations

A single Cisco Unified WIM and EIM instance per sub customer is supported, not exceeding 74 sub customers.

Note

Shared Sub Customer Components option is not supported.

A single RSM server is supported per sub customer.

RTSP flow between RSM and CUBE gateway is via

ASA.

Note

Shared Sub Customer Components option is not supported.

A single MediaSense server is supported per sub customer CUCM controlled CUBE Forking not supported, only cube level recording supported for mobile agents.

Media class should not be enabled on the common outbound dial-peer. Inbound Dial-peer has to be created for each sub customer and Media class should be enabled.

Note

Shared Sub Customer Components option is not supported.

Span from CUCM is supported for Mobile Agents.

See

Configurations for SPAN from Call Manager,

on page 653 .

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Design Consideration

Small Contact Center Deployment Consideration

Table 36: Core Features

Components

Agent Greeting

Whisper Announcement

Courtesy Call Back

Outbound Dialer

Mobile Agents

A-law & u-law support

Post Call Survey

Database Integration

Local Trunk PSTN Local Breakout

Local Trunk Location based CAC

CM based Silent Monitoring

Design considerations

Maximum of 32 Dialers are supported and Maximum

4000 ports are supported.

Note

There is no solution for sub customers to manage outbound campaigns. You must provide services or custom solutions to manage outbound campaigns for each sub customer.

ICM DB lookup is not supported. See

Configure

Database Integration, on page 614

.

.

Not supported for dedicated components sub-customer option.

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Design Consideration

Figure 44: Cisco HCS Small Contact Center Deployment Topology

Small Contact Center Deployment Consideration

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Design Consideration

12000 Agent Deployment Model Considerations

12000 Agent Deployment Model Considerations

Components

CUIC

AW-HDS

CVP vCPU Oversubscription

Design Considerations

A maximum of 6 CUIC nodes are supported(3 nodes on each side) accommodating 1200 Reporting users, if one of the side completely fails then only 3 CUIC nodes will be available supporting up to 600 reporting users.

A maximum of 6 AW-HDS nodes are supported(3 nodes on each side) accommodating 1200 Reporting users, if one of the side completely fails then only 3 AW-HDS nodes will be available which can support up to 600 reporting users.

A maximum of 10000 IVR calls is supported by the system. See

License

Considerations .

The oversubscription on vCPU's is not supported.

Figure 45: 12000 Agent Deployment Model

Remote Deployment Option Considerations

Global Deployment Considerations

• The maximum Round Trip Time (RTT) between the core data center and Remote data center is restricted up to 400 milli seconds.

• The maximum Round Trip Time (RTT) between the Data center components and customer premise is restricted up to 200 milli seconds.

• The maximum Round Trip Time (RTT) between the Side A Data center components and Side B Data center is restricted up to 80 milli seconds.

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Design Consideration

Local Trunk Design Considerations

Note

• Side A and Side B latency cannot exceed 80 ms RTT.

• CUCM PIMs are limited to 12 including both central and remote site, if PQs are used in this deployment.

• Use the hostname for CVP Media Servers and configure the IOS gateways pointing to the local CVP servers.

Global Deployment UCS Network Reference Design

The figure illustrates the default design for HCS Core Data Center on UCS B Series blades and HCS remote

Data Center on UCS C-series servers to meet Public and Private Network communications requirements.

Figure 46: UCS Network Reference Design for Global Deployment

Local Trunk Design Considerations

CUBE-Enterprise at Customer Premise, on page 164

TDM Gateway at Customer Premise, on page 165

Location-Based Call Admission Control, on page 165

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Design Consideration

Local Trunk Design Considerations

The following figure shows these two options, Cisco Unified Border Element—Enterprise at the customer premise and TDM gateway at the customer premise.

Figure 47: CUBE(E) or TDM Gateway at the Customer Premise

CUBE-Enterprise at Customer Premise

Consider the following if you use the Cisco Unified Border Element - Enterprise at the customer premise:

• Cisco Unified Border Element - Enterprise gateway and the Cisco VXML gateway reside at the customer premise and calls are queued at the customer premise.

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Design Consideration

Local Trunk Design Considerations

• The Cisco Unified Border Element - Enterprise and VXML gateway can be co-located on the same ISR, or located on different ISRs for cases where the number of IVR ports to agent ratio is small.

• Cisco Unified Border Element - Enterprise Integrated Services Router (ISR) provides the security, routing, and Digital Signal Processors (DSPs) for transcoders.

• Redundant Cisco Unified Border Element - Enterprise and Cisco VXML ISRs for failover and redundancy.

• WAN bandwidth must be sized appropriately for calls from Perimeta SBC to CUBE - Enterprise at the customer premise.

• Cisco Unified Border Element Enterprise supports flow-through mode. Flow-around mode is not supported.

TDM Gateway at Customer Premise

You can route PSTN calls using local gateway trunks if you prefer to keep your E1/T1 PSTN.

Consider the following if you use the TDM gateway at the customer premise:

• Both the Cisco TDM Gateway and the Cisco VXML gateway reside at the customer premise.

• PSTN delivery is at the local customer premise.

• The media stays local at the customer premise for the local PSTN breakout. The IVR call leg is deterministically routed to the local VXML gateway and only uses the centralized resources in spill-over scenarios.

• When media is delivered to a different site, Cisco Unified Communications Manager location-based call admission control limits the number of calls over the WAN link.

• Calls local to a customer premise use the G.711 codec. Calls going over the WAN link can use the G.729

codec to optimize the WAN bandwidth.

• ASR/TTS server for local breakout is at the customer premise and resides on a UCS or bare metal server.

• An incoming call for HCS for Contact Center must originate from the TDM gateway to anchor the call to the survivability service. The Contact Center dialed number to route the calls to Unified

Communications Manager must be configured manually.

Note

Manually modify the call routing from TDM gateway for the session target to route the call directly to Unified CVP.

Location-Based Call Admission Control

Location-based Call Admission Control (LBCAC) maximizes local branch resources, keeping a call within the branch whenever possible and limiting the number of calls that go over the WAN. Unified CVP supports queue-at-the-edge, a simpler and more effective configuration. Using the queue-at-the-edge functionality, the

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Design Consideration

Domain and Active Directory Considerations

originating call from a specific branch office is routed to a local VXML Gateway based on priority. That is, it always chooses a local branch agent if possible.

Figure 48: Location-based Call Admission Control

Note

Multi-Cluster, EL-CAC is not supported.

Domain and Active Directory Considerations

The Unified CCE uses Active Directory (AD) to control users' access rights to perform setup, configuration, and reporting tasks. AD also grants permissions for different components of the system software to interact; for example, it grants permissions for a Distributor to read the Logger database. For more information, see

Staging Guide for Cisco Unified Contact Center Enterprise .

Each Cisco HCS for Contact Center must have its own set of Windows Server domain controllers with the functional level 2003 or above version. The domain controller must meet the minimum requirements shown in the following table:

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Design Consideration

Domain and Active Directory Considerations

Table 37: Domain Controller Minimum Requirements

Virtual Machine vCPU

1

RAM

(GB)

4

Disk C

(GB)

60 Cisco HCS

Domain

Controller

CPU Reservation (MHz) RAM Reservation (MB)

1400 512

Note

Use 2 vCPUs for larger directories.

Cisco HCS for Contact Center supports two AD deployment models:

AD at Customer Premises, on page 168

AD at Service Provider Premises, on page 168

The following figure shows the Cisco HCS for Contact Center AD deployment.

Figure 49: Cisco HCS for Contact Center AD Deployment

For more information on Active directory support for UCCE see, Staging Guide for Cisco Unified ICM/

Contact Center Enterprise .

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Design Consideration

AD at Customer Premises

AD at Customer Premises

In the AD at the customer premises model, the service provider needs to request that the customer add entries into the customer AD to enable the service provider to sign into the system deployed in the domain. The service provider should be a local machine administrator and belong to the setup group for components that need to be installed and managed in the Cisco HCS for Contact Center environment. To run the Domain

Manager, the service provider must be a domain administrator or a domain user with domain read and write permissions to create Organizational Units (OU) and groups.

The end-customer use of the Cisco HCS for Contact Center solution is limited if the customer premises AD is inaccessible to the Cisco HCS for Contact Center Virtual Machines. Cisco strongly advises service providers to work with end customers to ensure that they understand the potential service limitations when they use the

AD at the customer premises model.

Cisco HCS for Contact Center also supports a deployment where the Cisco HCS for Contact Center components are associated with the AD at the service provider premises, and the CTI OS client desktops are part of the customer premises corporate AD. Consider the following for the AD in this deployment:

• The instance administrator account is created in the service provider domain.

• The instance administrator uses the Unified CCDM and Unified Intelligence Center to create agents, supervisors, and reporting users in the service provider domain.

• The instance administrator configures all supervisors and reporting users.

AD at Service Provider Premises

In the AD at the service provider premises model, the service provider must have a dedicated AD for each customer instance. Each customer AD needs to be updated with Cisco HCS for Contact Center servers and accounts. The service provider administrator needs to be added to each customer AD to manage the Contact

Center environment.

You can use overlapping IP addresses for each customer deployment. For example, Cisco Unified Border

Element — Enterprise, Unified CCE, and Unified CVP should be able to overlap IP addresses across customers.

When you use overlapping IP addresses, the static Network Address Translation (NAT) provides access from the management system to each Cisco HCS for Contact Center environment.

Note

You must create a two-way forest trust between each customer AD and Service provider Management

AD to integrate customer instance with Unified CCDM. You must also open the ports in the ASA firewall.

Refer to the

Install and Configure ASA Firewall and NAT, on page 227

section.

For opening ports and configurations, see http://support.microsoft.com/kb/224196

Storage, VM Specifications, and IOPS Considerations

Storage Considerations for All Deployments, on page 169

Storage, VM Specifications, and IOPS Considerations for HCS Shared Management Components, on

page 170

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Design Consideration

Storage Considerations for All Deployments

Storage, VM Specifications, and IOPS Considerations for HCS Core Components, on page 171

Storage, VM Specifications, and IOPS Considerations for HCS Optional Components, on page 181

Storage Considerations for All Deployments

vSphere Storage Design, on page 169

Shared LUNs, on page 169

vSphere Storage Design

This section describes the storage configuration to be used for the HCS VMware vSphere environment. For similar reasons to aforementioned caveats around over subscription and resource assignment from a VMware perspective, similar restrictions apply to storage also, they are as follows:

• Thin provisioning of UC App VMDKs is not supported

• A VM datastore should consist of a single LUN (i.e. 1:1 LUN to Datastore)

• Cisco recommends no more than 8 UC VMs per LUN

• Cisco recommends LUNs for UC applications should be between 500GB and 2TB in volume

• Cisco recommends that 10% of a LUN should be left as head room

Using Cisco provided OVA templates to deploy HCS components and UC applications ensure that thick provisioned disks are used for production.

Tiered storage is the preferred deployment option for HCS, and if the selected array provides this capability, then it should be utilised. Testing has shown that the UC applications have a 95% skew, where 95% of disk

I/O occurs on only 5% of the capacity. The array identifies these "hot" blocks automatically and move to a faster tier of storage.

Shared LUNs

Following are the key requirements for HCS storage:

• Each VMware cluster require its own set of datastores for hosting HCS applications

• An additional shared datastore is required for the HCS-F IPA function to store virtual floppy disk images.

This is shared across the Oversubscribed UC and Dedicated UC hosting clusters

• An additional shared datastore is required to store virtual machine templates. This is shared across the,

Oversubscribed UC, Dedicated UC and Auxiliary hosting clusters

• There is a limit of 8 UC VMs per LUN

• At least 10% of each LUN should be reserved as overhead

• LUNs should be distributed across the VNX storage processors to load balance IO requests across the

SAS buses within the array

• Thin provisioning of LUNs is not recommended due to the potential for service failures should a LUN become exhausted and UC apps become unable to write to their vDisks

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Design Consideration

Storage, VM Specifications, and IOPS Considerations for HCS Shared Management Components

Storage, VM Specifications, and IOPS Considerations for HCS Shared

Management Components

SAN Configuration for HCS Shared Management Components, on page 170

VM Specifications for HCS Shared Management Components, on page 170

IOPS Requirement for HCS Shared Management Components, on page 170

SAN Configuration for HCS Shared Management Components

The HCS deployment requires 1.2 TB of SAN storage for the shared management components. The following table contains the SAN configuration for HCS Shared Management Components.

Table 38: SAN Configuration for the Management Components

RAID Group*

RAID5

VM Datastore

Datastore-600 GB

Datastore-600 GB

Virtual Machine

Unified CCDM Database Server, Side A

Unified CCDM Web Server, Side A

Unified CCDM Database Server, Side B

Unified CCDM Web Server, Side B

VM Specifications for HCS Shared Management Components

The HCS deployment requires a single high-density (B200 M4) blade for the shared management components.

The following tables contain the VM specifications for the shared management components, chassis 1 and 2.

Table 39: VM Specifications for the Management Components

Virtual Machine vCPU RAM (GB) Disk C (GB)

Unified CCDM Database Server

Unified CCDM Web Server

8

8

32

32

100

100

Disk D (GB)

200

60

CPU

Reservation

(MHz)

15000

11000

RAM

Reservation

(MB)

20480

12288

IOPS Requirement for HCS Shared Management Components

The following table contain the IOPS (Input/Output Operations Per Second) 95th percentile value to design the SAN array and the IOPS average value to monitor the SAN array.

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Storage, VM Specifications, and IOPS Considerations for HCS Core Components

Table 40: IOPS, Disk Read, and Disk Write

Virtual Machine IOPS

Peak 95th

Percentile

1050

Average

775

Disk Read Kbytes/sec

Peak 95th

Percentile

Average

300 50 75

Disk Write Kbytes / sec

Peak 95th

Percentile

Average

1400 250 175 Unified CCDM Database

Server

5900

Unified CCDM Web

Server

900 650 565 100 50 65 200 150 125

Storage, VM Specifications, and IOPS Considerations for HCS Core Components

SAN Configuration for HCS Core Components, on page 171

VM Specifications for HCS Core Components, on page 172

IOPS Requirement for HCS Core Components, on page 175

SAN Configuration for HCS Core Components

The following table contains the SAN configuration for all HCS deployment models.

Note

HCS for Contact Center recommends configuring the SAN disk as RAID5 for added performance and fault tolerance.

Table 41: SAN Configuration for HCS Core Components

Virtual

Machines

Unified CCE -

All VMs

500 Agent 1000 Agent 4000 Agent

1 Datastore (1.5

TB)

1 Datastore (2.0

TB)

2 Datastores

(2.0 TB)

Unified CVP -

All VMs

1 Datastore (1.0

TB)

1 Datastore (1.5

TB)

2 Datastores

(2.0 TB)

12000 Agent

4 Datastores

(2.0 TB)

5 Datastores

(2.0 TB)

CUCM, CUIC,

Finesse - All

VMs

1 Datastore (1.0

TB)

1 Datastore (1.0

TB)

1 Datastore (2.0

TB)

2 Datastores

(2.0 TB)

2 Datastores

(1.5 TB)

Small Contact

Center (Shared)

1 Datastore (2.0

TB)

1 Datastore (1.5

TB)

2 Datastores

(2.0 TB)

1 Datastore (1.5

TB)

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Virtual

Machines

Total SAN

Storage

500 Agent

3.5 TB

1000 Agent

4.5 TB

4000 Agent

10 TB

12000 Agent

25TB

Small Contact

Center (Shared)

9 TB

VM Specifications for HCS Core Components

The following table contains the VM specification for the HCS Core solution components.

Note

The vCPU is oversubscribed, but the overall CPU MHz and memory is not oversubscribed for the blade.

Table 42: VM Specifications for the Core Components

Components Specifications 500

Agents

1000

Agents

Unified CCE

Call Server

Unified CCE

Data Server

Unified CCE

Logger vCPU

Mhz Resv

RAM

MB Resv

Disk C vCPU

Mhz Resv

RAM

MB Resv

Disk C

Disk D vCPU

Mhz Resv

RAM

MB Resv

Disk C

Disk D

2

3300

4

4096

80

2

3400

6

6144

80

512

NA

80

4

5100

8

8192

80

4

5000

8

8192

750

NA

4000

Agents

NA

NA

NA

Small Contact Center

100 Agents

NA

NA

NA

500 Agents

NA

NA

NA

12000

Agents

NA

NA

4

3000

8

8192

80

500

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Components Specifications 500

Agents

1000

Agents

NA Unified CCE

Router

Unified CCE

Rogger vCPU

Mhz Resv

RAM

MB Resv

Disk C vCPU

Mhz Resv

RAM

MB Resv

Disk C

Disk D

Unified CCE

AW-HDS-DDS

/ AW-HDS /

HDS-DDS * vCPU

Mhz Resv

RAM

Unified CCE

Agent PG

MB Resv

Disk C

Disk D vCPU

Mhz Resv

RAM

Unified CCE

VRU PG

MB Resv

Disk C vCPU

Mhz Resv

RAM

MB Resv

Disk C

NA

NA

NA

NA

NA

NA

NA

NA

NA

4000

Agents

NA

8

8192

80

500

2

3600

6

80

150

4

3600

4

5400

6

6144

6144

80

2

1800

2

2048

80

Small Contact Center

100 Agents 500 Agents

NA NA

12000

Agents

4

3000

8

8192

80

NA

8

8192

80

500

1

1800

4

80

150

4

3600

4

5400

6

6144

4096

80

2

1800

2

2048

80

8

8192

80

500

1

900

4

80

150

4

3600

4

5400

6

6144

4096

80

2

1800

2

2048

80

80

500

2

3600

6

4

3600

8

8192

6144

80

2

1800

2

2048

80

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Unified CVP

Server vCPU

Mhz Resv

RAM

MB Resv

Unified CVP

Reporting

Server

Unified CVP

OAMP

Disk C vCPU

Mhz Resv

RAM

MB Resv

Disk C

Disk D vCPU

Mhz Resv

RAM

MB Resv

Disk C

Unified

Communications

Manager vCPU

Mhz Resv

RAM

MB Resv

Disk C

Unified

Intelligence

Center vCPU

Mhz Resv

RAM

MB Resv

Disk C

Components Specifications 500

Agents

1000

Agents

150

4

2500

4

4096

80

438

2

400

2

4

1800

6

6144

2048

80

2

3600

6

6144

110

NA

150

4

2500

4

4096

80

300

2

400

2

4

1800

6

6144

2048

80

2

800

4

3072

80

NA

4000

Agents

150

4

6600

4

4096

80

438

2

400

2

4

1800

6

6144

2048

80

2

3600

6

6144

110

4

900

10

10240

146

2

800

4

3072

80

4

900

10

10240

146

150

4

6600

4

4096

80

438

2

400

2

Small Contact Center

100 Agents 500 Agents

4

1800

6

4

1800

6

6144 6144

12000

Agents

4

1800

6

6144

2048

80

150

4

6600

4

4096

80

438

2

400

2

2048

80

150

4

6600

4

4096

80

438

2

400

2

2048

80

2

3600

6

6144

110

4

900

10

10240

146

2

3600

6

6144

110

4

900

10

10240

146

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Storage, VM Specifications, and IOPS Considerations for HCS Core Components

Components Specifications 500

Agents

1000

Agents

Unified

Intelligence

Center with

LiveData vCPU

Mhz Resv

RAM

MB Resv

Live Data

Reporting

System

Disk C vCPU

Mhz Resv

RAM

MB Resv

Disk C

Cisco Finesse vCPU

Mhz Resv

RAM

MB Resv

Disk C

4

4000

8

8192

146

2

800

10

10240

146

NA

4

900

10

10240

146

NA

4

8000

8

8192

146

4000

Agents

NA

8000

8

8192

146

4

3600

24

24576

146

4

Small Contact Center

100 Agents 500 Agents

NA NA

12000

Agents

NA

NA

1

1100

4

4096

146

4

3600

24

24576

146

4

4000

8

8192

146

8000

8

8192

146

8

3600

24

24576

146

4

* The DB vDisk can be custom sized at OVA deployment based on solution sizing and customer retention requirements using the DB Estimator Tool .

IOPS Requirement for HCS Core Components

The following tables contain the required lOPS (Input/Output Operations Per Second)). Use the lOPS 95th percentile value to design the SAN array and the lOPS average value to monitor the SAN array.

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Table 43: IOPS Requirement for HCS Core Components

Components

Unified CCE

Call Server

Unified CCE

Data Server

Unified CCE

Logger

Specifications

IOPS Peak

95 Percentile

Average

Peak Disk read

(kbps)

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

IOPS

Average

Peak

95 Percentile

Average

Disk read

(kbps)

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

IOPS

Average

Peak

95 Percentile

Average

Disk read

(kbps)

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

Average

500

Agent

1000

Agent

217.25

250.25

75.32

58.48

81.84

71.58

6592

139.4

75.86

14160

9646.8

156.07

106.292

28204.8

NA

4054.4

10128.83

2437.47

6366

2042.6

2244.98

NA

978.26

1082.76

268.45

312.4

5581 56522.25

2891.3

18588.62

731.79

4271.13

27410 245150.46

11849.35

18371.31

3007.67

6317.53

NA NA NA

4000

Agent

Small Contact

Center

100

Agents

500

Agents

NA NA

NA

NA

NA

NA

12000

Agent

NA

NA

2365

1582

2076

19603

10846

16169

56969

31443

47395

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Design Consideration

Storage, VM Specifications, and IOPS Considerations for HCS Core Components

Components Specifications

Unified CCE

Router

IOPS Peak

95 Percentile

Disk read

(kbps)

Average

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

Unified CCE

Rogger

IOPS

Average

Peak

95 Percentile

Average

Disk read

(kbps)

Disk read

(kbps)

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

Average

Unified CCE

AW-HDS-DDS

/ AW-HDS /

HDS-DDS *

IOPS Peak

95 Percentile

Average

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

Average

NA

NA

NA

500

Agent

1000

Agent

NA

NA

NA

4000

Agent

NA

Small Contact

Center

100

Agents

500

Agents

NA NA

12000

Agent

633.85

580.02

203.02

3153

626.25

328.81

633.85

580.02

633.85

580.02

203.02

203.02

3153

626.25

328.81

3153

626.25

328.81

40552

9137.3

40552

9137.3

40552

9137.3

3722.76

3722.76

3722.76

1115

898.54

1115

898.54

1115

898.54

428.94

2732

781.65

485.68

428.94

428.94

2732

781.65

485.68

2732

781.65

485.68

30154

7703.8

30154

7703.8

30154

7703.8

2905.42

2905.42

2905.42

1662

806

1239

81429

13386

35178

29406

8101

22747

6

1

9

4

0

0

143

95

111

NA

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Design Consideration

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Components

Unified CCE

Agent PG

Unified CCE

VRU PG

Unified CVP

Server

Specifications

IOPS Peak

95 Percentile

Disk read

(kbps)

Average

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

IOPS

Average

Peak

95 Percentile

Average

Disk read

(kbps)

Average

Disk write

(kbps)

Peak

95 Percentile

Average

IOPS

Peak

95 Percentile

Disk read

(kbps)

Peak

95 Percentile

Average

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

Average

500

Agent

NA

NA

1000

Agent

NA

NA

4000

Agent

54.07

35787

31.4

484.83

59250

Small Contact

Center

100

Agents

500

Agents

908.5

106.45

72.05

40.74

19.38

4499

13.1

38.01

2479

94.15

43.67

30.90

114.00

10.05

2.27

2309.00

7405.6

2490.91

130.65

106.35

1499

366.83

130.65

130.65

106.35

1730.20

1037.89

106.35

63.7

2516

800.95

154.83

63.7

2516

800.95

63.7

2516

800.95

154.83

154.83

637

62

25

2450

637

62

25

2450

4595

4187.2

2432.77

2432.77

2432.77

637

62

25

2450

4595

4187.2

637

62

25

2450

4595

4187.2

637

62

25

2450

1401.7

1401.7

582.12

582.12

4433 4433

1401.7

582.12

1401.7

582.12

1401.7

582.12

4354.1

4354.1

4433

4354.1

4433

4354.1

4433

4354.1

2328.12

2328.12

2328.12

2328.12

2328.12

12000

Agent

7405.6

2490.91

130.65

106.35

63.7

2516

800.95

154.83

908.5

106.45

54.07

35787

31.4

484.83

59250

4595

4187.2

2432.77

637

62

25

2450

1401.7

582.12

4433

4354.1

2328.12

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Design Consideration

Storage, VM Specifications, and IOPS Considerations for HCS Core Components

Components Specifications

Unified CVP

Reporting

Server

IOPS Peak

95 Percentile

Disk read

(kbps)

Average

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

Unified CVP

OAMP

IOPS

Average

Peak

95 Percentile

Average

Disk read

(kbps)

Disk read

(kbps)

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

Average

Unified

Communications

Manager

IOPS Peak

95 Percentile

Average

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

Average

1250

984

329

3126

500

Agent

1000

Agent

1250

984

329

3126

4000

Agent

1250

984

329

3126

Small Contact

Center

100

Agents

500

Agents

1250

984

329

3126

1250

984

329

3126

2068.35

2068.35

2068.35

2068.35

2068.35

764.25

9166

764.25

9166

764.25

9166

764.25

9166

764.25

9166

5945.3

5945.3

5945.3

5945.3

5945.3

2210.38

2210.38

2210.38

2210.38

2210.38

64.02

54.92

42.99

2426.4

64.02

54.92

42.99

2426.4

64.02

54.92

42.99

2426.4

64.02

54.92

42.99

2426.4

64.02

54.92

42.99

2426.4

16.524

16.524

5.02

5.02

1254.2

1254.2

310.8

310.8

287.23

287.23

172.65

215

72.31

128

58.32

1068

5

9.11

107

NA

16.524

5.02

1254.2

310.8

287.23

215

128

107

NA

16.524

16.524

5.02

1254.2

310.8

287.23

167.55

80.1

70.97

1941

52

29.89

5.02

1254.2

310.8

287.23

215

128

107

NA

1860

1775.1

NA

1218.23

NA 1136

737.7

460.02

NA

12000

Agent

5945.3

2210.38

64.02

54.92

42.99

2426.4

16.524

5.02

1254.2

310.8

287.23

215

128

107

NA

1250

984

329

3126

2068.35

764.25

9166

NA

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Storage, VM Specifications, and IOPS Considerations for HCS Core Components

Components

Unified

Intelligence

Center

Unified

Intelligence

Center with

Live Data

Reporting

System

Live Data

Reporting

System

Specifications

IOPS Peak

95 Percentile

Disk read

(kbps)

Average

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

IOPS

Average

Peak

95 Percentile

Average

Disk read

(kbps)

Average

Disk write

(kbps)

Peak

95 Percentile

Average

IOPS

Peak

95 Percentile

Disk read

(kbps)

Peak

95 Percentile

Average

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

Average

500

Agent

781.4

628.34

460.17

466

433.1

74.32

7758

1000

Agent

781.4

628.34

460.17

466

433.1

74.32

7758

4000

Agent

Small Contact

Center

100

Agents

500

Agents

781.4

628.34

460.17

466

433.1

74.32

7758

781.4

628.34

466

433.1

74.32

7758

781.4

628.34

460.17

460.17

466

433.1

74.32

7758

6446.3

467

340

6446.3

937

533

6446.3

6446.3

6446.3

5727.44

5727.44

5727.44

5727.44

5727.44

NA NA NA

109

916

378

114.86

436

NA

9285

7352.30

NA

1656.77

NA NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

36

34

31

2

NA

NA

0

0.01

419

386.10

321.97

NA

36

34

31

2

0

0.01

419

386.10

321.97

12000

Agent

NA

NA

5

1

1132

1058

952

37

35

33

42

781.4

628.34

460.17

466

433.1

74.32

7758

6446.3

5727.44

NA

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Design Consideration

Storage, VM Specifications, and IOPS Considerations for HCS Optional Components

Components

Cisco Finesse

Specifications

IOPS Peak

95 Percentile

Disk read

(kbps)

Average

Peak

95 Percentile

Average

Disk write

(kbps)

Peak

95 Percentile

Average

500

Agent

1000

Agent

4000

Agent

53.55

48.21

29.68

4

53.55

48.21

29.68

4

53.55

48.21

29.68

4

0

0.02

1488

0

0.02

1488

0

0.02

1488

2.2

47.81

669

1429.15

1429.15

1429.15

211.3

920.23

920.23

920.23

167.2

Small Contact

Center

100

Agents

500

Agents

53.55

19.95

17.83

4

53.55

48.21

29.68

4

0

0.02

1488

1429.15

920.23

12000

Agent

53.55

48.21

29.68

4

0

0.02

1488

1429.15

920.23

Note

1

Monitor SAN performance for lOPS and disk usage. lf usage exceeds thresholds, redeploy disk resources during the service window.

2

The lOPS values for Unified Communication Manager in the preceding table are based on the BHCA values. These values may differs for different scenarios. For more information, see

IOPS values for

Unified Communication Manager , on page 787

Storage, VM Specifications, and IOPS Considerations for HCS Optional

Components

SAN Configuration for HCS Optional Components, on page 181

VM Specifications for HCS Optional Components, on page 182

IOPS Requirement for HCS Optional Components, on page 182

SAN Configuration for HCS Optional Components

The following table contains the SAN configuration for HCS optional components.

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Design Consideration

Storage, VM Specifications, and IOPS Considerations for HCS Optional Components

Table 44: SAN Configuration for HCS Optional Components

RAID Group*

RAID 5

VM Datastore

Datastore-100 GB

Virtual Machines

Cisco Remote Silent Monitoring

Datastore-900 GB Cisco MediaSense (Small/Medium)

Datastore-2000

GB

Cisco MediaSense (Large)

Datastore-400 GB Cisco MediaSense (Expansion)

Datastore-80 GB Avaya PG

Datastore-300 GB Cisco Virtualized Voice Browser

VM Specifications for HCS Optional Components

The following tables contain the VM specifications for Cisco optional components.

Table 45: VM Specifications for the Optional Components

Virtual Machine

Cisco Remote Silent

Monitoring

Cisco MediaSense (Small)

2

Cisco MediaSense (Medium)

Cisco MediaSense (Large) 7

Cisco MediaSense (Expansion node)

7

2

4

Avaya PG

Cisco Virtualized Voice

Browser

2

4

vCPU RAM

(GB)

4

Disk

C

(GB)

100 -

Disk D

(GB)

Disk E

(GB)

CPU

Reservation

(MHz)

2130

6

8

16

16

6

8

80

80

80

80

80

146

-

80

80

600

80

146

-

-

210

210

210

210

2200

3200

15000

10000

3600

900

RAM

Reservation

(MB)

4096

5460

8192

16384

16384

6144

8192

IOPS Requirement for HCS Optional Components

The following tables contain the lOPS(Input/Output Operations Per Second) 95th percentile value to design the SAN array and the lOPS average value to monitor the SAN array.

182

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Design Consideration

Congestion Control Considerations

Virtual

Machine

IOPS

Peak

Cisco

Remote

Silent

Monitoring

32

Avaya

PG

215

Cisco

Virtualized

Voice

Browser

138.15

95

Percentile

Average

4.25

2.38

Disk Read (kbps)

Peak

1054

95

Percentile

Average

0 8.63

Disk Write (kbps)

Peak

718

95

Percentile

Average

18 14.44

128

55.76

107

46.01

0 0 0 0 0 0

For Cisco MediaSense IOPS. see IOPS and Storage System Performance Requirement

Congestion Control Considerations

The Congestion Control feature provides protection to the Central Controller Router from overload conditions, due to high call rates. The main objective of congestion control is to keep the system running close to its rated capacity, when faced with extreme overload. The goal is to give satisfactory service to a smaller percentage of calls (your capacity) rather than a highly degraded service to all the calls, during an overloaded condition.

This is achieved by restricting capacity on the system by rejecting calls by the Routing Clients at the call entry point. Throttling the capacities ensures the service of those calls routed is successful, meaning no delays or timeouts.

The measured CPS at router is the trigger for identifying congestion in the system. For a given deployment, the supported capacity is set when the deployment type is selected. The router measures the new incoming call requests from all the routing clients and computes moving weighted average over sample duration. If the average CPS exceeds beyond the thresholds for each level, the congestion levels are changed along with the reduction percentage. The congestion control algorithm utilizes 3 congestion levels and rejects/treats the incoming calls as per the reduction percentage for that level. The change in congestion level is notified to the routing clients. The routing clients start rejecting/treating calls based on reduction percentage

In a Small Contact Center deployment model, where a single instance of CCE central controller is common for multiple sub-customers (PG's), the congestion control would evenly reject calls across all the routing clients in the SCC deployment. The service provider should consider the congestion control while designing and planning the call rates in SCC deployment.

Deployment Types

After upgrading or installing the system, configure the system to a valid deployment type. If the supported deployment type is not set, the PGs and NICs cannot connect to the Central Controller and process the call.

The following table lists the supported deployment types with guidelines for selecting a valid deployment type.

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Design Consideration

Congestion Treatment Mode

Table 46: Supported Congestion Control Deployment Types

Deployment Type Code

15

Deployment Name

HCS-CC 12000 Agents

14

11

12

HCS-CC 4000 Agents

HCS-CC 1000 Agents

HCS-CC 500 Agents

Guidelines for Selection

This deployment should be selected for Unified CCE Enterprise system where only Unified CCE PGs are deployed. The system should be distributed deployment with Router and Logger installed on different servers meets the requirements for

12000 Unified CCE agents.

This deployment should be selected for Unified CCE Enterprise system where only Unified CCE PGs are deployed. The system should be distributed deployment with Router and Logger installed on different servers meets the requirements for

4000 Unified CCE agents.

This deployment type is automatically set as part of the install for the HCS-CC 1000 agents deployment type and is unavailable for user selection.

This deployment type is automatically set as part of the install for the HCS-CC 500 agents deployment type and is unavailable for user selection.

Note

• For Small Contact Center deployment model follow the Deployment Type Code and Guidelines as that of 4000 agent deployment model.

• Configuring the system to a valid HCS deployment type is mandatory to integrate and provision through Unified CCDM.

Congestion Treatment Mode

There are five options available to handle the calls that are rejected or treated due to congestion in the system.

Contact center administrators can choose any of the following options to handle the calls:

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Congestion Control Levels and Thresholds

• Treat call with Dialed Number Default Label - The calls to be rejected due to congestion are treated with the default label of the dialed number on which the new call has arrived.

• Treat call with Routing Client Default Label - The calls to be rejected due to congestion are treated with the default label of the routing client on which the new call arrived.

• Treat call with System Default Label - The calls to be rejected due to congestion are treated with the system default label set in Congestion Control settings.

• Terminate call with a Dialog Fail or Route End - Terminates the new call dialog with a dialog failure.

• Treat call with a Release Message to the Routing Client - Terminates the new call dialog with release message.

The treatment options are set either at the routing client or at global level system congestion settings. If the treatment mode is not selected at the routing client, then the system congestion settings are applied for treating the calls.

Congestion Control Levels and Thresholds

Congestion Control algorithm works in three levels; each level has an onset and an abatement value. Rising to higher congestion can happen from any level to any level. However reducing the congestion level occurs one level at a time.

The following table shows the percentage of the CPS capacity for different congestion levels.

Table 47: Congestion levels and capacities

Congestion Levels

Level1Onset

Level1Abate

L1Reduction

Level2Onset

Level2Abate

Level2Reduction

Level3Onset

Level3Abate

Level3Redution

Congestion Level Threshold (Percent of Capacity)

110%

90%

10%

130%

100%

30%

150%

100%

Variable reduction from 100% to 10%

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Design Consideration

Congestion Control Configuration

Congestion Control Configuration

Configure the congestion control settings using the Congestion Settings Gadget and the Routing Client Explorer tool. Use the Congestion Settings Gadget to set the system level congestion control. Use the Routing Client

Explorer tool to select the Routing Client level treatment options.

After you select the deployment type, the system starts computing the various metrics related to the congestion control and system capacity, and generates the real time report. However, the system cannot reject or treat the calls until you turn on the Congestion Enabled option in the Congestion Control Setting Gadget.

Real Time Capacity Monitoring

System Capacity Real Time provides congestion level information to the user. The report provides the following views:

• Congestion Information View

• Rejection Percentage View

• Key Performance Indicators View

• System Capacity View

UCS Network Considerations

This section provides guidance on performing the network configuration needed to deploy HCS-CC on UCS.

It includes information on fault tolerance and redundancy:

Network Requirements for Cisco UCS B-Series Servers, on page 186

Network Requirements for Cisco UCS C-Series Servers, on page 189

VMware High Availability, on page 190

Network Link High Availability, on page 191

Network Requirements for Cisco UCS B-Series Servers

The illustration below shows the virtual to physical HCS-CC communications path from application local OS

NICs to the data center network switching infrastructure.

The reference design depicted uses a single virtual switch with two vmnics in Active/Active mode, with

Visible and Private network path diversity aligned through the Fabric Interconnects using the Port Group vmnic override mechanism of the VMware vSwitch. Path diversity of the Visible and Private networks must

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Network Requirements for Cisco UCS B-Series Servers

be maintained so that both networks do not fail in the event of a single path loss through the Fabric

Interconnects.

Figure 50: Network Requirements for Cisco UCS B-Series Servers

• Design of connecting Cisco UCS to Cisco Nexus 7000 Series is available at http://www.cisco.com/c/en/ us/products/switches/nexus-7000-series-switches/white-paper-listing.html

• SAN solution (SAN controller and switches) used for HCS-CC on the UCS Storage Interoperability

Matrix for the version of UCSM to be deployed http://www.cisco.com/c/en/us/td/docs/switches/datacenter/ mds9000/interoperability/matrix/intmatrx.html

• Contact Center with UCS B Fabric Interconnect supports the following:

â—¦Fabric in end-host Mode

â—¦No split L2 direct connected to Fabrics prior to UCSM 2.0(2)

â—¦No Fabric Failover enabled for vNICs in UCS Manager

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Design Consideration

Network Requirements for Cisco UCS B-Series Servers

Nexus1000v Switch Configurations

The blades use a Cisco Nexus 1000v switch, a vSwitch, and an Active/Active VMNIC. The Cisco Nexus

1000v is the switching platform that provides connectivity of the private VLAN to the virtual machine. The vSwitch controls the traffic for the private and public VLANs. A single vSwitch is used with two VMNICs in Active/Active state.

Ensure that the Visible and Private networks Active and Standby vmnics are alternated through Fabric

Interconnects so that no single path failure will result in a failover of both network communication paths at one time. In order to check this, you may need to compare the MAC addresses of the vmnics in vSphere to the MAC addresses assigned to the blade in UCS Manager to determine the Fabric Interconnect to which each vmnic is aligned.

Data Center Switch Configurations

There are several supported designs for configuring Ethernet uplinks from UCS B-Series Fabric Interconnects to the data center switches. Virtual Switch VLAN Tagging is required, with EtherChannel / Link Aggregation

Control Protocol (LACP) and Virtual PortChannel (vPC) being options depending on data center switch capabilities.

The required and reference design for Visible and Private network uplinks from UCS Fabric Interconnects uses a Common-L2 design, where both VLANs are trunked to a pair of data center switches. Service Provider also may choose to trunk other management (including VMware) and enterprise networks on these same links, or use a Disjoint-L2 model to separate these networks. Both designs are supported, though only the Common-L2 model is used here.

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Network Requirements for Cisco UCS C-Series Servers

Network Requirements for Cisco UCS C-Series Servers

The illustration below shows the reference design for all HCS-CC deployments on UCS C-series servers and the network implementation of the vSphere vSwitch design.

Figure 51: Network Requirements for Cisco UCS C-Series Servers

This design calls for using the VMware NIC Teaming (without load balancing) of virtual machine network interface controller (vmnic) interfaces in an Active/Standby configuration through alternate and redundant hardware paths to the network.

The network side implementation does not have to exactly match this illustration, but it must allow for redundancy and must not allow for single points of failure affecting both Visible and Private network communications.

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 switches must be configured properly for connection to VMware

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VMware High Availability

VMware High Availability

High availability (HA) provides failover protection against hardware and operating system failures within your virtualized Cisco HCS for Contact Center environment.

The following lists the VMware HA considerations for deploying Cisco HCS for Contact Center with VMware

HA enabled:

• Cisco HCS does not support VMware Distributed Resource Scheduler (DRS).

• Select the Admission Control Policy: Specify a failover host. When an ESXi host fails, all of the VMs on this host fail over to the reserved HA backup host. The failover host Admission Control Policy avoids resource fragmentation. The Cisco HCS for Contact Center deployment models assume a specific VM colocation within a Cisco HCS for Contact Center instance deployment. This VM colocation requirement guarantees system performance, and it is tested for specific Cisco HCS for Contact Center application capacity requirements.

• Select VM monitoring status options: VM Monitoring Only.

• Select Host Isolation response: Shut down for all the virtual machines.

• Configure the Cisco HCS for Contact Center virtual machines with the VM restart priority shown in the following table.

Table 48: Virtual Machine Settings

Virtual Machine

Cisco Unified Intelligence Center

Contact Center Domain Manager

Unified CVP Reporting Server

Unified CCE Call Server

Cisco Finesse

Unified CVP Servers

Unified CCE Database Server

VM Restart Priority

Low

Low

Low

Medium

Medium

High

High

• HA is not required because the Cisco HCS for Contact Center applications are highly available by design.

• HA Backup Hosts must be in the same cluster, but not in the same physical chassis as the Contact Center blades.

• For more information about high availability see the VMware vSphere Availability Guide ESXi 5.1, 5.5.

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Network Link High Availability

Note

Because the Router and PGs are co-located in 500 and 1000 agent deployment model, an unlikely dual

(Public and Private) network failure could result in serious routing degradation. The Cisco Hosted

Collaboration Solution for Contact Center does not tolerate a dual concurrent network failure, so you may need to intervene to restore the system’s full functionality.

Network Link High Availability

The following lists considerations when the network link fails between Cisco HCS for Contact Center setup and Active Directory:

• Call traffic is not impacted during the link failure.

• The virtual machines in the domain restrict sign in using the domain controller credentials. You can sign in using cached credentials.

• If you stop Unified CCE services before the link fails, you must restore the link before starting the

Unified CCE components.

• You will not be able to access the local PG Setup or sign in to the Unified CCE Web Setup.

• If the link fails while the Cisco HCS services are active, access to Unified CCE Web Setup, configuration tools, and Script Editor fails.

• Although the Unified CCDM allows login to the portal, access to the reporting page fails.

• The administrator and superusers can access or configure any attribute except the Reporting Configuration in Cisco Unified Intelligence Center OAMP portal.

• Agent supervisors cannot sign in to the Cisco Unified Intelligence Center Reporting portal, however supervisors already signed in can access the reports.

Firewall Hardening Considerations

This section describes the specific ports required, which should be allowed from the Contact Center and customer networks, but are restricted only to the ports required for the services that need to be exposed, as well as from specific hosts or networks wherever possible. For an inventory of the ports used across the Hosted

Collaboration Solutions for Contact Center applications, see the following documentation:

Note

Refer to Step 2 in section

Configure NAT in the Customer Instance Context, on page 480

for configuring required ports in ASA.

• Port Utilization Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

• Cisco Unified Customer Voice Portal (CVP) Solution Reference Network Design (SRND) . See section

'TCP/UDP ports used by Unified CVP, voice, and VoiceXML gateways in the Network infrastructure

considerations chapter.

• TCP and UDP Port Usage Guide for Cisco Unified Communications Manager

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Design Consideration

TCP and UDP Port Usage for Active Directory Domain Controller

• Cisco Unified Intelligence Center TCP and UDP Port Usage

• Installation and Getting Started Guide for Cisco Finesse . See the 'Ports used for Cisco Finesse' section in the Frequently Asked Questions. See chapter Cisco Finesse port utilization section in the APPENDIX

C.

• Cisco Unified Web and E-Mail Interaction Manager Solution Reference Network Design Guide . See the 'Port Number Configuration Between Components' in the System Architecture chapter.

• Cisco Remote Silent Monitor Installation and Administration Guide . See the 'Port Numbers Used' section in the Installation chapter.

• Cisco MediaSense User Guide . See the 'Port Usage' section in the MediaSense Features and Services chapter.

TCP and UDP Port Usage for Active Directory Domain Controller, on page 192

TCP and UDP Port Usage for Active Directory Domain Controller

Below are ports that needs to be opened in the ASA firewall for the DNS clients to join the Domain Controller.

Protocol TCP port UDP port

DNS

Active Directory Domain

Controller - LDAP for Global

Catalog

53

3268

53

3269 Active Directory Domain

Controller - Secure LDAP for

Global Catalog

Active Directory Domain

Controller - Kerberos

Active Directory Domain

Controller - LDAP

88

389

88

389

137 Active Directory Domain

Controller -NetBIOS name resolution services

Active Directory Domain

Controller -NetBIOS Datagram services

Active Directory Domain

Controller - W32Time

Active Directory Domain

Controller (RPC-EPMAP)

Active Directory Domain

Controller -RPC

135

49152-65535

138

123

135

49152-65535

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Design Consideration

License Considerations

Protocol

Active Directory Domain

Controller - SAM/LSA

Active Directory Domain

Controller - Secure LDAP

TCP port

445

636

UDP port

445

License Considerations

Each Cisco HCS for Contact Center license includes:

• Premium agent capabilities

• Cisco Unified Intelligence Center Premium

• One Unified CVP IVR or queuing treatment

• One Unified CVP redundant IVR or queuing treatment

One Unified CVP IVR or queuing treatment license is defined as a call that receives treatment at a VoiceXML browser for queuing or self service by a Unified CVP call server.

One Unified CVP redundant IVR or queuing treatment license is defined as a call that receives treatment on the secondary Unified CVP call server residing on the secondary side for redundancy purposes.

Note

Both Unified CVP call servers are active and can process calls. This implies that there could be times when you can handle more calls, however, Cisco supports a maximum of 1 IVR or queue treatment port per agent license.

While each HCS for Contact Center license provides a Unified CVP port for self-service or redundancy, current deployment limitations result in slightly lower capacity when running at 100% licensing capacity. For example, 500 agents licensed on a 500 agent deployment model or 1000 agents licensed on a 1000 agent deployment model.

For example, a 500 agent deployment model with 500 agent licenses includes:

• 500 calls receiving IVR or queue treatment and 400 callers talking to agents

• 400 calls in queue receiving IVR or queue treatment and at the same time another 500 callers talking to

500 agents

• 450 calls receiving IVR or queue treatment at 450 agents talking

For example, a 1000 agent deployment model with 1000 agent licenses includes:

• 1000 calls receiving IVR or queue treatment and 800 callers talking to agents

• 800 calls in queue receiving IVR and at the same time another 1000 callers talking to 1000 agents

• 900 agents talking and 900 agents receiving IVR or call treatment

For example, a 4000 agent deployment model with 4000 agent licenses includes:

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Design Consideration

Billing Considerations

• 4000 calls receiving IVR or queue treatment and 3200 callers talking to agents

• 3200 calls in queue receiving IVR and at the same time another 4000 callers talking to 4000 agents

• 3600 agents talking and 3600 agents receiving IVR or call treatment

For example, a 12000 agent deployment model with 12000 agent licenses includes:

• 10000 calls receiving IVR or queue treatment and 11600 callers talking to agents

• 9600 calls in queue receiving IVR and at the same time another 12000 callers talking to 12000 agents

Note

The maximum of 10000 IVR calls is supported by the system.

Billing Considerations

Complete the following procedure to determine the number of phones registered to Cisco HCS for Contact

Center for billing purposes.

Procedure

From the CLI of the Call Manager Publisher virtual machine, run the following query exactly as shown with no new line characters:

run sql select count(*) from applicationuserdevicemap as appuserdev, applicationuser appuser, device dev where appuserdev.fkapplicationuser = appuser.pkid appuserdev.fkdevice = dev.pkid tkmodel !=

73 appuser.name = "pguser"

Note

If you configured the application username to a name other than pguser, you must update appuser.name

in the above query. This query is based on the supported Cisco HCS for Contact Center deployment, which only requires that you add CTI route points and phones to the application user. If this is not the case, you may need to modify the query.

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C H A P T E R

4

Shared Management and Aggregation

Install and Configure Unified CCDM, page 195

Install and Configure Unified Communication Domain Manager, page 221

Install and Configure ASA Firewall and NAT, page 227

Install and Configure Perimeta SBC, page 231

Install and Configure Prime Collaboration Assurance, page 239

Install and Configure Unified CCDM

For Cisco HCS for Contact Center, implement a dual-tier (distributed) system as shown in the following figure. This involves separating the web and application components (App/Web Server) of the Unified CCDM from the database server components.

Figure 52: Unified CCDM Dual-Tier Deployment

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Deploy Unified CCDM Database Server

For dual-sided systems, perform a complete installation on the Side A servers, and then a complete installation on the Side B servers.

Deploy Unified CCDM Database Server, on page 196

Deploy Unified CCDM Web Server, on page 205

Unified CCDM Configuration, on page 209

Deploy Unified CCDM Database Server

Note

Before you install CCDM Database server, ensure that you have a naming convention ready for the CCDM

Web server, as the host name of CCDM Web server is required during the installation and configuration of CCDM Database server. Do not use hyphens in the server name. Hyphens are not supported.

Follow this sequence of tasks to install Unified CCDM database server on Side A and Side B.

After each task, return to this page to mark the task "done" and continue the sequence.

Sequence Done?

1

Tasks Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

Hosted Collaboration Solution for

Contact Center OVA, on page 54

2

3

Create the virtual machine for the Unified

CCDM Database Server

Create Virtual Machines, on page 251

.

Install Microsoft Windows Server

Install Microsoft Windows Server 2012

R2 Standard Edition, on page 252

4

5

6

7

8

9

Configure Windows

Configure Secondary Drive

Configure Windows, on page 197

Associate Unified CCDM Component servers with Service Provider AD Domain

Associate Unified CCDM Component servers with Service Provider AD

Domain, on page 199

Configure Secondary Drive, on page 341

Install Microsoft SQL Server

Install Microsoft SQL Server 2014

Standard Edition , on page 257

Configure Post-Install SQL, on page 199

Configure Post-Install

Install Service Pack 1 for the SQL server Run Service Pack 1 for SQL server

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12

13

Sequence Done?

10

11

14

Tasks

Install Unified CCDM Database Server

Install the Diagnostic Framework for

System CLI

Notes

Install Unified CCDM Database Server on Side A and Side B, on page 201

Note

It is required to complete

CCDM Web server Side A installation before installing the

CCDM Database server on Side

B.

Install the Diagnostic Framework for

System CLI , on page 202

Install Unified CCDM portal Database

Install Unified CCDM Portal Database on Side A and Side B, on page 202

Add SQL Login for Unified CCDM web server

Add SQL Login for Unified CCDM Web

Server, on page 204

Configuring SNMP Traps

Configure SNMP Traps, on page 207

Configure Windows

Complete the following procedure to configure Windows on all the Unified CCDM servers.

Configure Windows Feature Requirements, on page 197

Turn Off FIPS Compliance, on page 198

Disable UAC, on page 198

Configure Windows Feature Requirements

Procedure

Step 1

Open Server Manager > Manage > Add Roles and Features.

Step 2

In Before you begin page, click Next.

Step 3

In Installation Type page, select Role-based or feature-based installation option and click Next.

Step 4

In Select destination server page, ensure Select a server from the server pool option is selected and click

Next.

Step 5

In Select server roles page, check the following check boxes:

• Application Server

• Expand File and Storage Services > File and iSCSI Services and check File Server check box

• Web Server (IIS)

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Step 6

Click Next

Step 7

In Select features page, check .Net Framework 3.5 Features check-box and click Next.

Step 8

In Application server page, click Next.

Step 9

In Select role services page, check the following check boxes:

• .NET Framework 4.5

• COM+ Network Access

• Incoming Network Transactions

• Outgoing Networking Transactions

• TCP Port Sharing

• Web Server (IIS) Support

• Message Queuing Activation

• Named Pipes Activation

• TCP Activation

Step 10 Click Next.

Step 11 In Web server roles (IIS) page, click Next.

Step 12 In Select role services page, ensure that required role services are selected and click Next.

Turn Off FIPS Compliance

Complete the following procedure to turn off the FIPS compliance checking:

Procedure

Step 1

Open Local Security Policy application.

Step 2

Open the Local Policies folder, and then double-click Security Options to view the list of policies.

Step 3

Ensure that you disable the policy System cryptography: Use FIPS compliant algorithms for encryption,

hashing, and signing.

Disable UAC

User Account Control (UAC) protects the operating system from malicious programs. When enabled, UAC may cause issues with the software used to install the Unified CCDM. Disable UAC on all servers before you install the Unified CCDM. Complete the following procedure to disable UAC.

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Procedure

Step 1

Select Start > Control Panel > System and Security > Action Center > Change User Account Control

settings.

Step 2

Set UAC to Never Notify.

Step 3

Click OK.

Step 4

Restart your machine to commit the new UAC settings.

You have now disabled UAC and are ready to install the Unified CCDM.

Note

Re-enable UAC after you complete the Unified CCDM installation.

Associate Unified CCDM Component servers with Service Provider AD Domain

Complete the following procedure to associate the Unified CCDM Component servers with Service Provider

AD Domain.

Procedure

Step 1

Log in to the machine using local administrator account.

Step 2

Choose Start > Administrative Tools > Server Manager.

Step 3

Click Local Server in the left panel and click WORKGROUP to change system properties.

Step 4

In Computer Name tab, click Change.

Step 5

Choose Domain option to change the member from Workgroup to Domain.

Step 6

Enter fully qualified Service Provider domain name and Click OK.

Step 7

In Windows Security pop-up, Validate the domain credentials and click OK.

Step 8

After successful authentication, Click OK.

Step 9

Reboot the server and login with domain credentials.

Configure Post-Install SQL

Complete the following procedures for post-install for SQL configuration:

Configure DTC, on page 199

Configure Windows Server 2012 R2 Firewall for SQL Server, on page 200

Configure DTC

Complete the following procedure to configure Distributed Transaction Coordinator (DTC):

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Procedure

Step 1

Open Component Services application.

Step 2

Expand Component Services > Computers > My Computer > Distributed Transaction Coordinator.

Step 3

Right-click Local DTC and select Properties.

Step 4

Choose Security tab.

Step 5

In Security tab, configure the following:

• Ensure that Security Settings has Network DTC Access selected, and Transaction Manager

Communication has Allow Inbound and Allow Outbound selected.

• Set Transaction Manager Communication to No Authentication Required.

• Click OK.

Configure Windows Server 2012 R2 Firewall for SQL Server

Complete the following procedure to configure Windows server 2012 R2 firewall for SQL server

Procedure

Step 1

Open Server Manager application.

Step 2

Select Tools > Windows Firewall with Advanced Security and click Inbound Rules.

Step 3

In the Actions pane, click New Rule.

Step 4

Select Port as the rule type and click Next.

Step 5

Select TCP as the protocol and enter 1433 as the Specific local ports. Click Next.

Step 6

Select Allow the connection. Click Next.

Step 7

Select the profile options that are appropriate to your deployment and click Next.

Step 8

Enter a name for the rule and click Finish to create the rule.

Step 9

Close the Server Manager window.

SQL Server Backup Guidelines

• Regularly backup the SQL Server databases and truncate transaction logs to prevent them from becoming excessively large.

• Schedule backups when there is no user activity.

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Install Unified CCDM Database Server on Side A and Side B

For dual-tier systems, perform a complete installation on the Side A servers, and then perform a complete installation on the Side B servers.Make sure that the prerequisites are met before you perform these installations.

For more information on the prerequisites, see

Configure Windows Feature Requirements, on page 197

.

Complete the following procedure to install the Unified CCDM Database server:

Note

It is required to complete CCDM Web server Side A installation before installing the CCDM Database server on Side B.

Procedure

Step 1

Mount the correct version of the Unified CCDM ISO image to the virtual machine’s CD/DVD drive. For more information, see

Mount and Unmount ISO Files, on page 787

.

Step 2

Double-click the mounted ISO image.

Step 3

In Cisco Unified CCDM Installation window, choose the component Database server under Server

Installation and wait till it completes prerequisite checks, click Install.

Step 4

In Domain Manager: Database Components - InstallShield wizard window, click Next.

Step 5

Select I accept the terms in the license agreement in License Agreement window. Click Next.

Step 6

Enter and confirm the passphrase using 6 to 35 characters in the Cryptography Configuration window, click

Next.

This passphrase is used for encrypting and decrypting system passwords and must be the same for all the servers in the cluster. The contents in the Confirm Passphrase must be identical to the passphrase entered above.

Step 7

Configure the following in the Configure Database window and click Next:

Catalog Name — Enter a name for the database catalog that is used for Unified CCDM. It is required that you use the default name. Default name is Portal.

Connect Using — Select this option to use the login credentials to connect.

â—¦Windows authentication — This is a mandatory option.

â—¦SQL Server authentication — Enter the SQL Server Login ID and Password. Use this option only if you are using a database catalog on a different domain.

Step 8

In the Destination Folder window, accept the default location for the Database Server installation. Click

Next.

Step 9

In Ready to Install Program window, click Install.

Step 10 After the installation, ensure Launch Database Management Utility check-box is unchecked. You can later set up the database manually.

Step 11 Click Finish.

Note

Repeat the above steps to setup CCDM Database Server on Side

B.

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Install the Diagnostic Framework for System CLI

Procedure

Step 1

To install the Diagnostic Framework component, start the Unified CCDM Installer, click Support Tools and select Diagnostic Framework .

The Domain Manager: Diagnostic Framework Install Shield Wizard window displays.

Step 2

Click Next to go through each window in turn.

Step 3

In the License Agreement window, select I accept the terms in the license agreement and click Next .

Step 4

In the Certificate window, select the type of certificate installed with the Diagnostic Framework.

Self Signed : A new certificate will be generated by the installer. This type of certificate should be used only for lab or test deployments.

Trusted Certificate: An existing certificate issued by a valid certificate server will be associated at a later date. This option should be used for production deployments.

Step 5

Click Next.

Step 6

In the wsmadmin Password Information window, enter and confirm the password for the wsmadmin user that will be created to access the Unified System CLI tool. Click Next.

Step 7

In Ready to Install the Program window, click Install.

Step 8

After installation completes, click Finish.

Step 9

Unmount the ISO image

Install Unified CCDM Portal Database on Side A and Side B

Complete the following procedure to setup the database server:

Procedure

Step 1

Open Database Installer.

Step 2

On the Database Setup page, click Next.

Step 3

Choose Install a new database from the Database setup page.

Step 4

Click Next.

Step 5

Enter the following details in the SQL Server Connection Details page:

Server Name

The name defaults to the Database Server machine name. Accept the default (local).

Database Name

Enter or select the name of the database catalog to use for Unified CCDM. It is necessary that you use the default name of Portal. This should match the database catalog name specified during Database

Server installation.

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Connect Using—Select this option to use the login credentials to connect.

â—¦Windows authentication—Select this option to use the windows account information to log in to your computer. This is a mandatory option.

â—¦SQL Server authentication—Select this option only if you are using a database catalog on a different domain. Enter your SQL Server Login Name and Password in the fields provided.

Step 6

Click Test Connection to make sure the connection to the SQL Server is established. Click OK.

Step 7

Click Next.

Step 8

In Optimize System Databases, click Next.

Step 9

Check Replicated Configuration if the installation is on the Side B server.

a) In Setup Replication window, select Replicated Configuration and set up the replication folder share as follows:

Share Name The name of the share for the ReplData folder. By default this is ReplData.

Folder Path The path of the ReplData folder. This is configured in SQL Server, and is by default

C:\Program Files\Microsoft SQL Server\MSSQL10_50.MSSQLSERVER\MSSQL\repldata.

b) Click Next.

Step 10 In the Configure the Location of Data Files window, if you are not using a custom installation of SQL Server, accept the defaults and click Next. If you are using a custom installation of SQL Server, configure the data files as follows:

• Select the check box or boxes beside the file group or file groups you want to change.

• To change the Location, browse to the new location.

• To change the Max Size, specify the amount of space that should be allocated for the chosen file group or file groups.

• To specify a different Initial Size, first uncheck Set Initial Size to Max Size.

• You can also choose an unlimited file size by selecting Unrestricted Size, but this is not supported.

• Click Update to save your changes.

• Click Default to restore the settings for all file groups to their default.

• Click Next when you have finished.

Step 11 Configure the following in the Configure SQL Server Agent Service Identity window:

Account Type - The type of user account that will be used. For a distributed installation, this must be a domain user account.

User Name - Enter the name of the user account. Default value is sql_agent_user. If you selected the

Account Type as Domain, enter the domain user account name instead. If you have specified a domain user, you will need to prefix the user name with the domain name, followed by a backslash.

Automatically create the user account if missing - For a single-sided single server system, it is possible to create a local user automatically by selecting this check box.

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Password - Create a password for the new user, conforming to your individual system’s complexity requirements.

Confirm Password - You will not be able to continue until the contents of this field are identical to the password entered above.

• Click Next.

Step 12 In Ready to Install the database page, Click Next.

Step 13 Click Close.

Step 14 Start the following Unified CCDM services under the Windows services:

• CCDM: Data Import Server

• CCDM: Partition Table Manager

• CCDM: Provisioning Server

Step 15 Repeat the above steps to setup database for Unified CCDM Data Server Side B.

Add SQL Login for Unified CCDM Web Server

You must create SQL logins so that the Unified CCDM web server can connect to the database server in distributed deployment.

Complete the following procedure to configure Unified CCDM database for Side A and B:

Procedure

Step 1

Log in to the Cisco Unified CCDM database server using domain administrator credentials.

Step 2

Open the SQL Server 2014 Management Studio.

Step 3

Expand Security > Logins.

Step 4

Right-click Logins and click New Logins.

Step 5

To add SQL logins for both the Side A and Side B Unified CCDM web servers, configure the following settings on the General page:

1

In the Login Name field, enter the name for the machine as <DOMAIN>\<Unified CCDM-WEB SERVER

HOSTNAME>$.

2

Choose Windows Authentication unless you are connecting to a server on another domain.

3

Select Default language as English.

Step 6

Configure the following settings on the User Mapping page:

1

In the Users Mapped to this Login field, check the Portal check box.

2

To grant the Portal login, check the portalapp_role , portalreporting_role, portalrs_role, and public check boxes in the Database role membership for Portal field.

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Step 7

Click OK.

Step 8

Repeat steps 1 to 7 to add SQL login for Unified CCDM Web Servers in Unified CCDM Database Server for

Side B.

Deploy Unified CCDM Web Server

Note

Do not use hyphens in the server name. Hyphens are not supported.

Follow this sequence of tasks to install Unified CCDM Web server on Side A and Side B.

After each task, return to this page to mark the task "done" and continue the sequence.

Sequence

1

Done?

Tasks Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

Hosted Collaboration Solution for

Contact Center OVA, on page 54

2

3

Create the virtual machine for the Unified

CCDM Web Server

Create Virtual Machines, on page 251

.

Install Microsoft Windows Server

Install Microsoft Windows Server 2012

R2 Standard Edition, on page 252

4

5

6

7

8

9

Configure Windows

Configure Windows, on page 197

Associate Unified CCDM Component servers with Service Provider AD Domain

Associate Unified CCDM Component servers with Service Provider AD

Domain, on page 199

Configure Secondary Drive

Install Unified CCDM Web Server

Install the Diagnostic Framework for

System CLI

Configuring SNMP Traps

Configure Secondary Drive, on page 341

Install Unified CCDM Web Server on

Side A and Side B, on page 206

Note

It is required to complete

CCDM Data server Side B installation before installing

CCDM Web server on Side B.

Install the Diagnostic Framework for

System CLI , on page 202

Configure SNMP Traps, on page 207

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Install Unified CCDM Web Server on Side A and Side B

Note

It is required to complete CCDM Data server Side B installation before installing CCDM Web server on

Side B.

Complete the following procedure to install the App/Web server component:

Procedure

Step 1

Mount the correct version of the Unified CCDM ISO image to the virtual machine’s CD/DVD drive. For more information, see

Mount and Unmount ISO Files, on page 787

.

Step 2

Double-click the mounted ISO image.

Step 3

In Cisco Unified CCDM Installation window, choose App/Web Server and wait till it completes all prerequisite checks, click Install.

Step 4

In Domain Manager: Application Server Components - IntsallShield Wizard window, click Next.

Step 5

Select I accept the terms in the license agreement in License agreement window, and click Next.

Step 6

Enter and confirm the passphrase using 6 to 35 characters in Cryptography Configuration window, and click Next.

This passphrase is used for encrypting and decrypting system passwords and must be the same for all the servers in the cluster. The contents in the Confirm Passphrase must be identical to the passphrase entered above.

Step 7

In Destination Folder window, accept the default location for the App/Web Server installation. Click Next.

Step 8

Configure the following in the Configure Database window and click Next:

SQLServer Name - Enter the Side A database server host name. The default option is valid only for the All-in-One deployment type.

Note

When you install the app/web server on Side B, enter the Side B database server host name.

Catalog Name - Enter or select the name you selected while installing the Database Server component.

The default value is Portal.

Connect Using - Select the radio button of the login credentials you wish to apply.

â—¦Windows authentication - This is a mandatory option.

â—¦SQL Server authentication - Select this option only if you are using a database catalog on a different domain. For this option you must enter your SQL Server Login Name and Password in the fields provided.

Step 9

In Ready to Install the Program window click Install. When the installation completes, click Finish.

Step 10 Click Yes to restart your system for the changes to take affect.

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Note

In a dual-sided Unified CCDM deployment setup, for replicating systems, repeat this installation for side

B. It is required that you complete the side A installation of all components before installing side B.

Configure SNMP Traps

Simple Network Management Protocol (SNMP) traps may be raised from Unified CCDM by configuring

Windows to send selected events to an SNMP monitor. This is achieved using a Windows utility called evntwin.exe. This utility converts events written to the Windows Event log into SNMP traps that are raised and forwarded by the Windows SNMP service to an SNMP management tool.

To configure SNMP traps for use with Unified CCDM follow these steps:

Enable Windows SNMP Feature, on page 207

Configure SNMP Service for Trap Forwarding, on page 207

Configure Windows Events to Forward to SNMP, on page 208

Enable Windows SNMP Feature

To configure Windows event forwarding to SNMP, the SNMP feature in Windows must be enabled. To do this, on the Unified CCDM server containing the component for which traps are required:

Procedure

Step 1

Open Server Manager.

Step 2

Click Dashboard in the left pane and select Add Roles and Features option.

Step 3

Check SNMP Services check-box and ensure whether SNMP WMI provider is also checked.

Step 4

Click Next and then click Install to complete the deployment of SNMP.

Step 5

Close Server Manager.

Configure SNMP Service for Trap Forwarding

The SNMP Service must be configured to forward traps to the management tool that is being used for reporting and alerting.

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Procedure

Step 1

From the Start menu, select All Programs > Administrative Tools > Services.

Step 2

In the list of services, locate the SNMP Service, right-click and select Properties.

Step 3

In Traps tab, enter public in Community Name field and click Add to List.

Step 4

Click Add below the Trap destinations field and in the SNMP Service Configuration dialog box, enter the host name or IP address of the system that will be receiving the trap information (that is, the server hosting the management agents or reporting and alerting tools). Click Add to add the trap destination.

Step 5

If there is more than one system that needs to receive the trap information, repeat step 4 for each of the other servers.

Step 6

Click OK, then close the Services window.

Configure Windows Events to Forward to SNMP

Finally, use the evntwin.exe tool to configure the Windows events to be forwarded as SNMP traps. Any event that is raised in the Windows Event Log may be configured to generate an SNMP trap.

Procedure

Step 1

From the Start menu, select Run, and enter evntwin.exe.

Step 2

Select Custom, then click Edit.

Step 3

In the Event Sources list, expand the Application source to see the available Unified CCDM events. The

Unified CCDM events and their uses are listed in the following table.

Event Source Description

UCCDM Application Server Monitoring The core monitoring service for the application server.

This posts connection change events to the event log.

UCCDM Data Import Server Monitoring

UCCDM Partition Table Manager Monitoring

UCCDM Provisioning Server Monitoring

The data import service used for importing data from

CCE etc.

Connection monitoring for the partition manager service (which creates partitioning tables in the database).

Service used for provisioning changes on remote equipment, for example, CCE etc.

UCCDM: Partition Table Manager Core application service for creating partitioning tables in the database.

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Event Source

X_ANALYTICALDATA, X_HIERARCHY,

X_IMPORTER etc.

Description

These are the individual services configured in

Windows for Unified CCDM. These applications can be used for subscribing to standard service events, for example, start/stop events etc.

Step 4

To configure an event source to generate SNMP traps, select the event source, wait a few moments, then click

Add once it is enabled. In the Properties dialog, specify the trap properties required, then click OK.

Step 5

When you have finished setting the SNMP traps you require, click Apply.

Unified CCDM Configuration

For the Unified CCDM to operate correctly, establish communications channels between the different Unified

CCDM components so that each individual Unified CCDM component connects to the appropriate channels in the event of a failure.

Complete the procedures in the following order for Unified CCDM cluster configuration:

Sequence

1

Done ?

Task

Launch the Integrated Configuration

Environment, on page 209

Notes

2

Set Up Unified CCDM Servers , on page 210

3

4

5

Configure Replication, on page 211

Login to Unified CCDM, on page 212

Configure Single Sign-On, on page 212

Launch the Integrated Configuration Environment

Complete the following procedure to launch the Integrated Configuration Environment (ICE) in Unified

CCDM Dataserver.

Procedure

Step 1

Open Integrated Configuration Environment application.

Step 2

Enter the following details in the Database Connection page: a) The Server Name field default value is the current machine.

b) In the Database Name field, accept the default value (Portal).

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c) In the Authentication field, accept the default value.

Step 3

Click Test to test the connection to the Database Server for the first time. If the test fails, check the Database

Connection settings.

Step 4

Click OK to open the ICE.

When ICE starts, the Cluster Configuration tool is loaded as the default tool. You can use the Tool drop-down in the toolbar to switch to other ICE tools.

Set Up Unified CCDM Servers

Complete the following procedure to set up Unified CCDM servers.

Procedure

Step 1

Launch Integrated Configuration Environment on Unified CCDM Database Server Side A, see

Launch the Integrated Configuration Environment, on page 209

.

Step 2

In Select Deployment Type, select the Two Tier option and click Next.

Step 3

In Configure Redundancy select a Dual-Sided system and click Next.

Step 4

For the two-tier deployment, enter the number of web servers for each side. For dual-sided configurations, you must configure an equal number of app/web servers on each side of the system and click Next.

Step 5

In the Configure Servers page, configure the following: a) Enter the name and IP address of the primary database server.

b) Enter the name and IP address of the secondary database server.

Step 6

Click Next.

Step 7

In the Configure Application Servers (1) page, configure the following: a) Enter the name and IP address of the primary web server.

b) Enter the name and IP address of the secondary web server.

c) Click Next.

Step 8

In the Configure Database Connection page, enter the following details: a) Catalog - Enter the name of the Unified CCDM Relational database. The default is Portal.

b) Authentication - Select the authentication mode to connect to Unified CCDM relational database.

Windows Authentication - The default required authentication mode.

SQL Authentication- Select this option only if you are using a database server on a different domain.

For this option you must enter your SQL Server Login Name and Password in the fields provided.

Step 9

Click Next.

Step 10 If you want to print the deployment summary, click Print below the summary list

Step 11 Verify the deployment details, and click Next.

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A confirmation message appears to indicate that the wizard has completed successfully.

Step 12 Click Exit to close the wizard.

Step 13 Click Save on ICE window.

Configure Replication

In a dual-sided Unified CCDM deployment setup, use the SQL Server Replication to replicate Unified CCDM databases. Replication between these databases is set up and monitored using the Replication Manager application which is available in the Unified CCDM Integrated Configuration Environment (ICE).

Complete the procedures to configure replication in a dual-sided Unified CCDM deployment setup.

Procedure

Step 1

Launch the Integrated Configuration Environment on Unified CCDM Database Server Side A. For more information, see

Launch the Integrated Configuration Environment, on page 209

.

Step 2

In the left pane, select Tool and select Replication Manager from the drop-down list.

Step 3

Configure setup to enable SQL Server Replication for the Unified CCDM databases in a dual-sided environment.

For more information, see

Setup, on page 211

.

Step 4

Configure monitor to check the general health of SQL Server Replication between Unified CCDM databases.

For more information, see

Monitor, on page 212

.

Setup

The Setup option configures or disables SQL Server Replication for the Unified CCDM databases in a dual-sided environment.

Procedure

Step 1

Select Setup tab to see the replication setup details and to configure or disable replication.

Step 2

In the CCDM Database Server Properties, the Server Name and Catalog Name for each are defaulted to the values used when the Unified CCDM servers were configured with the ICE Cluster Configuration tool.

Step 3

In Distributor Properties, by default, the Distributor is created on the Unified CCDM Database Subscriber

Server.

Step 4

Click Configure to start the replication configuration process.

Note

After replication, all options are greyed out except Disable button.

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Monitor

The Monitor option monitors the general health of SQL Server Replication between Unified CCDM databases.

The Monitor can also start or stop various replication agents. The Monitor option shows the details only if

SQL Server Replication is currently configured.

Procedure

Step 1

Select Monitor tab.

Step 2

After Unified CCDM is replicated, top-left pane shows the list of Publishers and Publications of each Publisher.

Step 3

Select publications to see either Subscriptions or Agents details.

Agents tab lists Snapshot Agent, Log Reader Agent and Queue Reader Agent, if available for the selected publication.

Step 4

Select subscriptions or agents to see their session details in the bottom left pane.

This pane lists all the agent sessions in the last 24 hours. Click each session to see the performed actions during the session. It also provides information about agents failure.

Note

To start or stop the replication agents, select Agents tab, right-click Status of the agent and select

Start or Stop replication agents.

Login to Unified CCDM

Procedure

Step 1

In the App/Web server, open Domain Manager application or enter https://<webserver FQDN>/Portal in browser.

Displays Unified CCDM web page.

Step 2

For login to a new system, use the username 'Administrator' and a blank password. You are prompted to change the administrator password. If you logged into an upgraded system, enter the password that you created when you first logged in. Re-enter the password to confirm.

Configure Single Sign-On

By default, users must log in to Unified CCDM every time they connect. You can optionally configure Unified

CCDM to use Single Sign-On (SSO), which allows users to connect to Unified CCDM without logging in by linking their Unified CCDM user accounts with their Active Directory user accounts.

Note

Users cannot use SSO over a proxy connection. Setting up SSO disables any existing Unified CCDM users that are not in domain login format. You must set up new Unified CCDM user accounts for all existing users.

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Setup Administrator Account, on page 213

Configure SSO Authentication for Unified CCDM, on page 213

Manage Users with Single Sign-On, on page 214

Setup Administrator Account

It is important to set up the new SSO administrator account correctly, because the Unified CCDM administrator account is disabled when SSO is configured. Complete the following procedure to administrator account setup.

Before You Begin

Create users in active directory, see

Create Users in Active Directory, on page 463

.

Procedure

Step 1

In the CCDM Web Server, open the Domain Manager. Log in to Unified CCDM as Administrator.

Step 2

In Security > Users, create a user account to be the new administrator account.

Note

For the login name, use the format <DOMAIN>\<your domain login>, for example,

ACMEDOM\jsmith.

Step 3

Enter the password, re-enter and confirm the password.

Step 4

Check the Advanced mode check box.

Step 5

Click Save.

Step 6

Click on the newly created user and choose Groups tab.

Step 7

Click Add to Group.

Step 8

Check the Administrators group check box and click Ok.

Step 9

Click Save.

Configure SSO Authentication for Unified CCDM

Complete the following procedure to configure SSO authentication for Unified CCDM.

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Procedure

Step 1

Launch Integrated Configuration Environment on CCDM Database Server Side A, see

Launch the Integrated

Configuration Environment, on page 209

.

Step 2

Select System Properties in the Tools drop-down list in the Integrated Configuration Environment.

Step 3

In the Global properties tab, navigate to Login Authentication Configuration group > Login Authentication

Mode property.

Step 4

Using the drop-down against the property value, change the value from Portal to Active Directory.

Step 5

Save the configuration changes, and click Exit.

Step 6

On the Application and Web server, navigate to the location where Unified CCDM is installed (usually

C:\Program Files\Domain manager ). Right-click the Web folder and click Properties.

Step 7

Select the Security tab and ensure that all the domain users have both Read, Read and Execute permissions on this folder.

Step 8

Click Advanced settings. Ensure that Replace all child object-permission entries with inheritable permission

entries from this object is selected. If not, click Change Permissions, select the option and click OK.

Step 9

Click OK to close the properties dialog.

Step 10 Run iisreset command, from a command window for all CCDM servers.

Note

Users will now be able to access Unified CCDM directly from their domain account without logging in again.

Manage Users with Single Sign-On

After you set up, assign all the Unified CCDM users with a Unified CCDM login in the format

<DOMAIN>\<Windows domain login>. This implies that you must re-create the previously existing Unified

CCDM user accounts in the new format before any users can log in.

Each time you give a new user a Unified CCDM account, you must give Read/Read & Execute properties on the Web directory, or you must add that user to a user group that has those permissions.

The first time a user access Unified CCDM using SSO, a dialog box may appear requesting for Windows username and password. To sign in automatically, the user will have to add the Unified CCDM website to the list of local intranet sites in their browser.

Administrator can create Users for the tenant that is created. See,

Configure User, on page 504

.

What to Do Next

Obtaining Digital Certificate, on page 214

Installing the Security Certificate in the User Certificate Store , on page 220

Installing the Security Certificate in the Computer Certificate Store, on page 220

Obtaining Digital Certificate

Perform the following procedures to obtain the digital certificate.

Install Active Directory Certificate on Domain Controller Box, on page 215

Install Active Directory Certificate on CCDM Web Server and Data Server, on page 215

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Install Active Directory Certificate on CCDM Web Server., on page 216

Install Active Directory Certificate on Domain Controller Box

Before You Begin

Select Start > Administrative Tools > Server Manager > Roles and expand, if the Active Directory Certificate services are present, see

Installing the Security Certificate in the User Certificate Store , on page 220

If the Active Directory Certificate is not present then perform the following steps to install the Active Directory

Certificate Services.

Procedure

Step 1

Select Server Manager > Roles > Summary and click Add Roles and click Next.

Step 2

Check Active Directory Certificate Services check-box on Select Service Roles page and click Next.

Step 3

Check Certification Authority check-box and click Next.

Step 4

Select Enterprise Type in Specify Set Up type page and click Next.

Step 5

Select Create New Private Key in Set Up Private Key page and click Next until the installation begins

Note

CA Name is the Name of the Certificate i.e its the Name of the Domain Controller box.

Step 6

Click Close.

Step 7

In the command prompt, type mmc in the command box to open Microsoft Management Console (MMC).

Step 8

Click File > Add/Remove Snap-in > Certificates > Add .

Step 9

In the Certificates Snap-in dialogue box, select Computer Account and click Next.

Step 10 In the Select Computer dialogue box, select Local Computer option and click Finish and click OK.

Step 11 Expand the Certificates node and Trusted Root Certificate node, click Certificates to see the available certificates. Right-click on the certificate that you created through Creating the Active Directory Certificate

Services.

Step 12 Right-Click on selected Certificate and click All Tasks and click Export .

Step 13 Accept the default format and click Next.

Step 14 Specify a file name and click Next and click Finish.

Step 15 Copy the Certificate that you have exported into CCDM web Servers and Data Servers box.

Install Active Directory Certificate on CCDM Web Server and Data Server

Procedure

Step 1

In command prompt type mmc and open the MMC.

Step 2

Click File > Add/Remove Snap-in > Certificates > Add.

Step 3

Select Computer Account and click Next.

Step 4

Select Local computer and click Finish and click OK.

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Certificates snap-in will be added to MMC

Step 5

Expand the Certificates (Local Computer) node Trusted Root Certificate Authorities node, right-click

Certificates and select All Tasks > Import.

Step 6

In the Certificate Import Wizard, click Next.

Step 7

Browse to the certificate file you copied from Domain Controller and click Open and then click Next .

Step 8

Select Place all certificates in the following store and then browse and locate the Trusted, click Next and click Finish

Step 9

Reboot the server.

Install Active Directory Certificate on CCDM Web Server.

Procedure

Step 1

Open Internet Information Services (IIS) Manager and select the web server in the folder hierarchy.

Step 2

Select the Features View tab, click Server Certificates.

Step 3

Create a digital certificate in one of the following ways: a) Select Create Domain Certificate in the Actions pane to display the Distinguished Name Properties dialog box.

b) In the Common Name field, enter the fully qualified domain name of the web server. For example, if your your web server is WEBSERVER and your domain name is UCCDMDOM.LOCAL, enter

WEBSERVER.UCCDMDOM.LOCAL. If you have a loadbalancedsystem, this must be the domain name of the load balanced node, not the domain name of any of the individual servers.

c) Complete the other fields as appropriate, and click Next.

d) In the Online Certification Authority dialog box specify the Online Authority and a Friendly Name. Click

Finish.

What to Do Next

Configure SSL for Unified CCDM, on page 216

Grant Network Service Rights to the Certificate, on page 217

Obtain the Certificate Thumbprint, on page 217

Configure Web Services to Use the Certificate, on page 218

Test the Certificate Installation, on page 219

Configure SSL for Unified CCDM

After you have a suitable digital certificate, configure SSL for Unified CCDM. On the App/Web Server

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Procedure

Step 1

Open Internet Information Services (IIS) Manager , expand the folder tree below the web server and select the web site that the Unified CCDM web application resides on.

Step 2

In the Actions pane, select Edit Site > Bindings to display the Site Bindings dialog box.

Step 3

If there is no existing binding for https, click Add to display the Add Site Binding dialog box.

a) Set the IP Address to All Unassigned , and Port to 443 , unless your system has been set up differently. If you are note sure, contact your system administrator.

b) Set SSL Certificate to point to your certificate and click OK.

Step 4

If there is an existing binding for https, select it and click Edit to display the Edit Site Binding dialog box, edit the settings to the values in step 3. above and click OK .

Step 5

In the folder tree, select the Portal Application.

Step 6

Select the Features View tab, and click on SSL Settings in the IIS group.

Step 7

Select the Require SSL, and retain the default Ignore for Client Settings

Step 8

In the Actions pane, click Apply to apply these settings.

Step 9

Close IIS Manager.

Grant Network Service Rights to the Certificate

Grant Network Service Rights to the Certificate to grant network service rights to the certificate, on the

App/Web Server:

Procedure

Step 1

In the Start menu, type mmc in the command box to open Microsoft Management Console (MMC).

Step 2

Click File > Add/Remove Snap-in > Certificates , then Add .

Step 3

In the Certificates Snap-in dialog box, select Computer Account and click Next .

Step 4

In the Select Computer dialog box, select Local Computer and click Finish to add the Certificates snap-in to MMC. Click OK .

Step 5

In MMC, expand the Certificates node and the Personal node, then click Certificates to see the available certificates.

Step 6

Right-click on the certificate you want to use, select All Tasks > Manage Private Keys .

Step 7

In the Permissions for Private Keys dialog box, click Add.

Step 8

In the Select Users, Computers, Service or Groups dialog box, type NETWORK SERVICE , then click Check

Names. The name will be underlined if it has been entered correctly. Click OK .

Step 9

In the Permissions for Private Keys dialog box, select the NETWORK SERVICE user, then in the Full Control row, select the check box in the Allow column. Click OK .

Obtain the Certificate Thumbprint

To obtain the certificate thumbprint, on the App/Web Server:

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Procedure

Step 1

In MMC, expand the Certificates node and the Personal node to see the available certificates and select the certificate you want to use.

Step 2

Double-click on the Certificate.

Step 3

In the Certificate dialog box, select the Details tab, and click Thumbprint.

The thumbprint for this certificate is displayed on the lower part of the screen as a text string.

Step 4

Select the thumbprint text string, copy it and paste it into a text editor. Edit the string to remove all the spaces.

For example, if the thumbprint text string you copied was: c3 34 9a 43 28 d3 a7 75 a9 93 eb 31 5c bf e0 62

51 6d b8 18 you need to edit it to become: c3349a4328d3a775a993eb315cbfe062516db818

Save this thumbprint value as you will need it several times in the next step.

Configure Web Services to Use the Certificate

To configure Web Services to use the certificate, on the App/Web Server:

Procedure

Step 1

Use Windows Services or the Service Manager in the ICE tool (see the Administration Guide for Cisco

Unified Contact Center Domain Manager ) to stop all Unified CCDM services.

Step 2

Enter the following commands to remove the existing localhost certificates for each Web Services:

subscription manager

netsh http delete sslcert ipport=0.0.0.0:8083

resource manager

netsh http delete sslcert ipport=0.0.0.0:8085

analytic data

netsh http delete sslcert ipport=0.0.0.0:8087

Step 3

Enter the following commands to add the new certificates for each Web Services:

subscription manager

netsh http add sslcert ipport=0.0.0.0:8083 certhash=<thumbprint>

appid={16dde36c-787e-4dc7-bdc0-fd4ae0eb189a}

resource manager

netsh http add sslcert ipport=0.0.0.0:8085 certhash=<thumbprint> appid={

16dde36c-787e-4dc7-bdc0-fd4ae0eb189a}

analytic data

netsh http add sslcert ipport=0.0.0.0:8087 certhash=<thumbprint> appid={

16dde36c-787e-4dc7-bdc0-fd4ae0eb189a}

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Example:

Consider thumbprint value from the section 6.2.5 and obtain the certificate thumbprint to update subscription manager certificate, enter the following command:

netsh http add sslcert ipport=0.0.0.0:8083 certhash=c3349a4328d3a775a993eb315cbfe062516db818

appid={ 16dde36c-787e-4dc7-bdc0-fd4ae0eb189a}

Note

Do not alter the appid value in the commands above.

Test the Certificate Installation

On the local Machine, copy the Certificate that you have exported from Domain Controller box and perform the following procedure.

Before You Begin

To test the certificate installation, in Internet Explorer, navigate to each of the locations below, where <Server> is the name of the App/Web Server.

Check that the page opens without a certificate warning, and that the address bar shows a green safe status.

https://<Server>:8083/SubscriptionManager?wsdl

https://<Server>:8085/ResourceManagement?wsdl

https://<Server>:8086/HierarchyManagement?wsdl

https://<Server>:8087/AnalyticData?wsdl

Procedure

Step 1

Enter mmc in the command box to open MMC.

Step 2

Click File > Add/Remove Snap-in > Certificates > Add.

Step 3

In the Certificates Snap-in dialogue box, select Computer account and click Next.

Step 4

In the Select Computer dialogue box, select Local computer and click Finish to add the Certificates snap-in to MMC. Click OK.

Step 5

In MMC, expand the Certificates (Local Computer) node Trusted Root Certificate Authorities node, then right-click Certificates and select AllTasks > Import.

Step 6

In the Certificate Import Wizard, click Next.

Step 7

In the File to Import dialogue box, browse to the certificate file you copied from DC and click Open and then click Next.

Step 8

In the Certificate Store dialogue box, select the option, Place all certificates in the following store, then Browse and locate the Trusted Root Certificate Authorities store and click OK.

Step 9

In the Certificate Store dialogue box, click Next. Review the settings and click Finish.

Repeat the steps given in section Test the Certificate Installation.

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Installing the Security Certificate in the User Certificate Store

To install the Unified CCE ConfigWebService security certificate in the user certificate store, you need to locate the certificate and import it into your certificate store on each Unified CCDM database server.

Procedure

Step 1

Choose Start > All Programs > Domain Manager > Configuration Tools > Integrated Configuration

Environment to start ICE.

Step 2

Enter the credentials for your database. Click OK if there is any warning or error message displayed.

Step 3

In the ICE Cluster Configuration tool, select the Resources tab and navigate to the Unified CCE instance.

Select the Components tab. From this you can determine the URL of the Unified CCE ConfigWebService.

Step 4

In Internet Explorer, navigate to the URL you found above. If the certificate has not been installed on this server, you will see a certificate error.

Step 5

Click Certificate Error in the top right hand corner of the window.

Step 6

In the Untrusted Certificate dialog box, select View Certificates.

Step 7

In the Certificate dialog, note the "Issued to:" name (you will need this name to locate the certificate again below) and click Install Certificate.

Step 8

In the Certificate Import Wizard, click Next.

Step 9

In the Certificate Store dialog box, select Place all certificates in the following store, and click Browse.

Choose Trusted Root Certificate Authorities and click OK to return to the Certificate Store dialog box.

Step 10 In the Certificate Store dialog box, click Next. Review the settings and click Finish.

Step 11 Click OK if there is any warning or error message displayed. When the import completes, click OK.

Installing the Security Certificate in the Computer Certificate Store

To install the Unified CCE ConfigWebService Security Certificate in the computer's certificate store, you need to export the security certificate from the user certificate store that you saved and import it into the computer certificate store.

To Export the Certificate, on each CCDM database server , on page 220

To Import the Certificate, on each CCDM database server, on page 221

To Export the Certificate, on each CCDM database server

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Procedure

Step 1

Enter mmc in the command box to open Microsoft Management Console (MMC).

Step 2

Click File > Add/Remove Snap-in>Certificates> Add.

Step 3

In the Certificates Snap-in dialog box, select My user account and click Finish and Click OK.

Step 4

In MMC, expand the Certificates - Current User node, Trusted Root Certificate Authorities node, then click

Certificates to see the available certificates.

Step 5

Locate the certificate you imported in the section above, right-click on it, and select All Tasks > Export .

Step 6

In the Certificate Export Wizard, select Next.

Step 7

In the Export File Format dialog box, accept the default format and click Next.

Step 8

In the File to Export dialog box, specify a file name and click Next. Review the settings and click Finish.

To Import the Certificate, on each CCDM database server

Procedure

Step 1

Enter mmc in the command box to open MMC.

Step 2

Click File > Add/Remove Snap-in > Certificates>Add.

Step 3

In the Certificates Snap-in dialog box, select Computer account and click Next.

Step 4

In the Select Computer dialog box, select Local computer and click Finish to add the Certificates snap-in to

MMC. Click OK.

Step 5

In MMC, expand the Certificates (Local Computer) node Trusted Root Certificate Authorities node, then right-click Certificates and select All Tasks > Import.

Step 6

In the Certificate Import Wizard, click Next.

Step 7

In the File to Import dialog box, browse to the certificate file you exported and click Open and then click

Next.

Step 8

In the Certificate Store dialog box, select the option, Place all certificates in the following store, then Browse and locate the Trusted Root Certificate Authorities store and click OK.

Step 9

In the Certificate Store dialog box, click Next. Review the settings and click Finish.

Install and Configure Unified Communication Domain Manager

For Cisco HCS for contact center, implements a multinode deployment as shown in the following figure. This deployment VOSS recommends to install four (or more) Unified instances and two (or more) WebProxy instances are clustered and split over two different geographical locations to provide high availability and disaster recovery.

• A WebProxy role installs only the front-end web sever together with ability to distribute load among multiple middleware nodes

• A Unified node comprises Application and Database roles on a single node

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• WebProxy and Unified nodes can be contained in separate firewalled networks

• Database synchronization takes places between all Database roles, thereby offering Disaster Recovery and High Availability

• All nodes in the cluster are active

Figure 59: Graphical Representation of Geo-redundant cluster

Following are the functional roles of each node:

WebProxy: It does load balancing across multiple application roles

Application: It is a transactional business logic

Database: It is a persistent storage of data

Following are the procedures to install and configure Unified Communication Domain Manager:

Install Unified Communication Domain Manager, on page 223

Post Installation , on page 223

Install Hosted Collaboration Mediation-Fulfilment, on page 225

Prerequisites to Configure Unified Communication Domain Manager, on page 226

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Install Unified Communication Domain Manager

Procedure

Step 1

After obtaining the OVA file from Cisco.com, deploy the OVF template from the vSphere Client. The setup file contains the OVA file along with software and platform upgrade files.

Step 2

Power on the virtual machine (VM).

The Setup wizard starts to configure the system.

Step 3

Choose each options and provide the necessary details: a) Choose ip and enter the IP address.

b) Choose netmask and enter the network mask for the Cisco Unified Communications Domain Manager.

c) Choose gateway and enter the IP address of the Gateway.

d) Choose dns and enter the Dns server address.

e) Choose ntp and enter the ntp server address.

f) Choose hostname and enter the hostname.

g) Choose role and choose the required option. Choose Unified to unified instances. Choose WebProxy to

Webproxy instances.

h) Choose datacentre and enter the name of datacentre.

i) Choose platform and enter the password.

Note

Platform password must be at least 8 characters long and must contain both upper and lowercase letters and at least one numeric or special character.

Step 4

Choose install.

Post Installation

Procedure

Step 1

Login to each node and update security.

a) execute: security check b) execute: security update

Example:

platform@cucdm-tb3-un-01:~$ security check

There are 181 security updates available

Please install them with: security update platform@cucdm-tb3-un-01:~$ security update

Note

Enter the command system reboot to restart all the nodes after security patches are installed.

Step 2

To open ports for Cluster Communication: a) Enter cluster prepnode command on all unified nodes.

platform@tesla-cucdm-u3:~$ cluster prepnode

You are about to add this node to a cluster as a web proxy

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Do you wish to continue? y platform@tesla-cucdm-u3:~$ b) Enter web cluster prepnode command on all webproxy nodes.

platform@tesla-cucdm-u3:~$ web cluster prepnode

You are about to add this node to a cluster.

Do you wish to continue? y platform@tesla-cucdm-u3:~$

Step 3

Add nodes to Cluster. Perform the following on one of the node: a) Login to one of the unified node.

b) Enter cluster add <ip address> command to add other nodes including WebProxy.

c) Enter cluster list command. Displays a list of nodes in the cluster.

Step 4

Add Network Domain: a) Enter cluster run all network domain <domain-name> command to configure domain.

Note

Skip this step if already configured during installation.

b) Enter cluster run all network domain command to check configured network domain.

c) Enter cluster run all network dns command to check the status of DNS config.

d) Enter cluster run all diag ping <ip address of each node> command to check reachability of all nodes.

e) Optional, enter cluster run all system shutdown command to shut all the nodes down gracefully and take a snapshot.

Step 5

Provision cluster:

Note

Provision takes long time depending on number of nodes since VOSS provisions each one sequentially.

Approximately 4-5 hours for 2 WebProxy and 4 Unified nodes.

a) Enter database weight add <database-ip> <priority> command to add weight to all database servers.

Note

Higher the value, more the priority. Weights of 4, 3, 2, and 1 are recommended for the 4 Unified nodes.

b) Enter cluster provision primary <ip of primary database node> fast command to provision all the nodes.

Note

Make sure to run above command only when all the nodes are added to the cluster.

c) Enter cluster status command to view the status of the cluster. If any of the services are down, enter cluster run all app start all command to restart the service on the problematic node.

d) Optional, enter cluster run all system shutdown command shut all the nodes down gracefully and take a snapshot.

Step 6

Enter voss cleardown command to initialize and clear the cache.

Step 7

Import template: a) Access any unified node using SFTP to copy <template-file> to media.

b) Login to node and enter app template media/<template-file> command to import the template.

c) When prompted to set the sysadmin password, provide and confirm a password.

d) When prompted to set the hcsadmin password, provide and confirm a password.

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Install Hosted Collaboration Mediation-Fulfilment

The Fulfillment service responds to data changes in the Shared Data Repository related to the Cisco Unified

Communication Manager.

The Cisco HCM-F administrative interface is the user interface to the Cisco HCM-F services. It allows you to perform management and configuration tasks on the Cisco HCM-F services.

Procedure

Step 1

After obtaining the OVA file from Cisco.com, deploy the OVF template from the vSphere Client. The setup file contains the OVA file along with software and platform upgrade files.

Step 2

Choose HCM-F APP from Configuration drop-down list.

Step 3

Power on the virtual machine (VM) and open the console.

The Setup wizard starts to configure the system.

Step 4

On Media Check screen, click OK to perform a check of the media, or click Skip to proceed to the installation.

Step 5

On Product Deployment Selection screen, choose HCS Application Suite and then click OK.

Step 6

On Proceed with Install screen, verify that you are installing the version you want, and click Yes to overwrite the hard drive.

Step 7

On Platform Installation Wizard screen, choose Proceed.

Step 8

On Basic Install screen, click Continue.

Step 9

On Timezone Configuration screen, choose your time zone from the list, and then click OK.

Step 10 On Auto Negotiation Configuration screen, click Continue.

Step 11 On MTU Configuration screen, click No to leave the MTU size at the OS default, or click Yes and enter new values.

Step 12 On DHCP Configuration screen, click No to use a static IP address. On Static Network Configuration page, enter Host Name, IP Address, IP Mask, GW Address and click Ok.

Note

The virtual machine must be able to reach the gateway that is entered for the static configuration, or else the installation will give an error and not proceed.

Step 13 On DNS Client Configuration screen: a) Click Yes to use DNS. Enter values for Primary DNS, Secondary DNS (optional), and Domain.

b) Click No to not use DNS.

Note

If the hostname of the Cisco HCM-F server is not resolvable using the specified DNS server because, the virtual machine cannot reach the DNS server, then the installation gives an error and does not proceed.

Step 14 On Administrator Login Configuration screen, set up Administrator ID and Password for the AppNode.

Then click OK.

Step 15 On Certificate Information screen, enter values for Organization, Unit, Location, and State. Choose Country from the menu. Then click OK.

Step 16 On Network Time Protocol Client Configuration screen, enter hostname or IP address for one to five NTP

Servers. Then click OK.

Step 17 On Security Configuration screen set the system security password for the App Node. Then click OK.

Step 18 On Platform Configuration Confirmation screen, click OK.

After installation, it displays login console.

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Prerequisites to Configure Unified Communication Domain Manager

Add HCM-F Device, on page 226

Add Provider, on page 226

Add Reseller, on page 227

Add HCM-F Device

Procedure

Step 1

Login to Cisco Unified Communications Domain Manager as admin.

Step 2

Create a new HCM-F instance: a) Navigate to Device Management > HCM-F and click Add.

b) Enter HCM-F Host IP Address.

c) Enter HCM-F Admin Username.

d) Enter HCM-F Admin Password.

e) Re-enter the admin password.

f) Retain the default base URL.

g) Choose v10_6 from HCM-F Version from the drop-down list.

h) Click Save.

Step 3

Verify the connection: a) Navigate to Device Management > Advanced > HCM-F Network Device.

b) Click HCM-F instance.

c) Navigate to Action > Test Connection.

Add Provider

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as admin.

Step 2

Navigate to Provider Management > Providers.

Step 3

Click Add.

Step 4

Provide necessary details in the following: a) Enter Name.

b) Enter Description.

c) Enter Domain Name.

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d) Check Create Local Admin check box.

e) Keep the default values for Clone Admin role and Default Admin Role.

f) Enter Default Admin password and confirm in Confirm password text box.

Step 5

Click Save.

Add Reseller

Procedure

Step 1

Login to the Cisco Unified Communications Domain Manager as the Provider admin. Enter provider admin’s email address as username, it is case sensitive.

Example:

<provider_name>Admin@<domain_name>.

Step 2

Navigate to Reseller Management > Resellers from the menu.

Step 3

Click Add.

Step 4

Provide necessary details in the following: a) Enter Name.

b) Enter Description.

c) Enter Domain Name.

d) Check Create Local Admin check box.

e) Keep the default values for Clone Admin role and Default Admin Role.

f) Enter Default Admin password and confirm in Confirm password text box.

Step 5

Click Save.

What to Do Next

To integrate Unified Communication Domain Manager with the customer instance, see

Cisco UCDM

Integration, on page 473

.

Install and Configure ASA Firewall and NAT

Cisco Adaptive Security Appliance (ASA) Firewall partitions a single ASA into multiple virtual devices that keeps customer traffic separate and secure, and also makes configuration easier. All customer traffic is first sent to the firewall before forwarding to the computer resources.

Setup ASA, on page 228

Configure Multiple Context Modes, on page 229

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Setup ASA

Complete the following procedure to initiate the basic setup in Cisco ASA.

Access Command-line Interface, on page 228

Configure Hostname and Password, on page 228

Access Command-line Interface

Procedure

Step 1

Connect a PC to the console port using console cable. Connect to console using a terminal emulator and set

9600 baud, 8 data bits, no parity, 1 stop bit, no flow control.

Step 2

Press Enter.

Displays the following prompt: hostname>

This indicates you are in user EXEC mode.

Configure Hostname and Password

Procedure

Step 1

Enter the following commands to access privileged EXEC mode: hostname>enable

Password: hostname#

Note

Default, password is blank. Press Enter key to continue.

Step 2

Enter the following commands to access the global configuration mode: hostname#configure terminal hostname(config)#

Step 3

Enter hostname command to configure the hostname:

Example:

hostname(config)#hostname CISCOASA

CISCOASA(config)#

Step 4

Enter enable passsword command to configure the password:

CISCOASA(config)#enable password <enter the password>

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Example:

CISCOASA(config)#enable password Password1234

CISCOASA(config)#exit

Step 5

Enter the following commands to save configuration: hostname# copy running-config startup-config

Configure Multiple Context Modes

Complete the following procedures to configure multiple context modes on ASA Firewall:

Enable Multiple Context Modes, on page 229

Enable Interfaces in the System Execution Space, on page 229

Configure Security Contexts in System Execution Space, on page 230

Assign MAC Addresses to Context Interfaces Automatically (Optional), on page 230

Configure Interfaces in the Context, on page 230

Enable Multiple Context Modes

Procedure

Enter the following commands: hostname#changeto system hostname#configure terminal hostname(config)#mode multiple

Note

After you enable the multiple context mode, optionally you can configure the classes for resource management. You need not to create classes for HCS as you can use the default class.

Enable Interfaces in the System Execution Space

Complete the following procedure to configure interfaces in the system execution space:

Procedure

Step 1

Navigate to interface management 0/0 and enter the following commands: hostname(config)#interface management 0/0 hostname(config-if)#no shut

Step 2

Navigate to interface gigabitethernet 0/0 and enter the following commands: hostname(config)#interface gigabitethernet 0/0 hostname(config-if)#no shut

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Configure Security Contexts in System Execution Space

Complete the following procedure to configure security contexts:

Procedure

Step 1

Configure the admin context name in the global configuration mode: hostname(config)#admin-context admin

Step 2

Navigate to the context admin: hostname(config)#context admin

Step 3

Configure the admin context definitions: hostname(config-ctx)#description admin Context for admin purposes a) Allocate interface management 0/0 for admin context.

hostname(config-ctx)#allocate-interface management0/0 invisible b) Create admin.cfg

in disk 0.

hostname(config-ctx)#config-url disk0:/admin.cfg

Assign MAC Addresses to Context Interfaces Automatically (Optional)

Complete the following procedure to automatically assign MAC addresses to context interfaces:

Procedure

Enter the following command in configure mode to automatically assign MAC addresses to context interfaces: hostname(config)#mac-address auto

Configure Interfaces in the Context

Complete the following procedure to configure interfaces in the admin context:

Procedure

Step 1

Navigate to admin context in configure mode: hostname#changeto context admin

Step 2

Navigate to the interface management: hostname/admin#configure terminal hostname/admin(config)#interface management 0/0

Step 3

Enter a name for management interface of the admin context: hostname/admin(config-if)#nameif management

Enter the IP address of the management interface: hostname/admin(config-if)#ip address ip_address subnet_mask hostname/admin(config-if)#exit

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Example:

hostname/admin(config-if)#ip address 209.165.200.225 255.255.255.224

Step 4

Configure the following in global configuration mode to allow SSH to the admin context: a) Generate an RSA key pair that is required for SSH. Suggested modulus size value is 1024.

hostname/admin(config)#crypto key generate rsa modulus modulus_size b) Save the RSA keys to persistent flash memory.

hostname/admin(config)#write memory c) Enables local authentication for SSH access.

hostname/admin(config)#aaa authentication ssh console LOCAL d) Create a user in the local database for SSH access.

hostname/admin(config)#username abcd password xxxx e) Enter the IP address of the management interface from which the ASA accepts SSH connections.

hostname/admin(config)# ssh ip_address subnet_mask management

Example:

hostname/admin(config)# ssh 209.165.200.225 255.255.255.224 management f) Set the duration to idle SSH session before the ASA disconnects the session.

hostname/admin(config)#ssh timeout 5 g) Enable HTTPS server and default port is 443.

hostname/admin(config)#http server enable h) Enter the same IP address of management interface to access through HTTPS.

hostname/admin(config)# http server ip_address subnet_mask i) Enter Default Static Route.

hostname/admin(config)# route management 0.0.0.0 0.0.0.0 ip_address

Example:

hostname/admin(config)#http server 209.165.200.225 255.255.255.224

hostname/admin(config)#route management 0.0.0.0 0.0.0.0 209.165.200.226

What to Do Next

To integrate Cisco ASA with the customer instance, see

ASA Integration, on page 476

.

Install and Configure Perimeta SBC

This section describes the steps to deploy Perimeta SBC for HCS deployment model. For HCS, it is validated on C-Series platform.

Perimeta SBC performs address translation and the media anchor role for inter-enterprise and off net Calls.

Each sub customer CUCMs forward inter-enterprise and off-net calls to Perimeta SBC over SIP trunks, which in turn forward the calls to Carrier-Network. Perimeta SBC also receives calls from Carrier-Network and forwards the calls to each sub customer CUCM's. Routing decisions inside Perimeta SBC are based on source adjacency (to the SIP trunk from which the call was received), so Perimeta SBC maintains adjacency relationships to all sub customer components (CUCM, MediaSense), shared core components (CUBE (E),

CVP Server's) and Carrier-Network. Perimeta SBC is manually provisioned using IOS CLI.

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Hardware Specification, on page 232

CIMC Setup, on page 233

Advanced BIOS Configuration, on page 233

Install Perimeta SBC, on page 234

Configure Perimeta SBC, on page 238

Hardware Specification

This section provides an information on how to get the Cisco C240 M3 platform ready to install with Perimeta.

It covers the Perimeta-specific cabling and the BIOS settings required by Perimeta.

Cisco C240 M3 Network interfaces should have a total of 13 NICs. This includes:

• Four embedded 1Gb Ethernet ports

• CIMC out-of-band hardware management port

• Eight 1 Gb Ethernet ports, made available from two PCIe cards

â—¦4 ports on a card installed in PCIe slot 1

â—¦4 ports on a card installed in PCIe slot 4

The below figure shows the locations of the network interfaces on a Cisco C240 M3 blade, and how Perimeta labels and uses them.

Figure 60: Cisco C240 M3 Network Interface Port Layout

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CIMC Setup

Use a VGA monitor and a USB keyboard to get direct console access, and use this to configure CIMC. On system boot select CIMC configuration (press F8 at the relevantprompt).

Configure CIMC with a dedicated IP address and subnet configuration, and with a user/password. It also should be configured to be accessible through only the dedicated management port. For more information, see the Cisco CIMC documentation.

Advanced BIOS Configuration

Set the advanced BIOS configuration to match that specified in table below. This is required to ensure that the Perimeta system performs at full capacity at all times.

Advanced BIOS configuration can be set in the CIMC over HTTPS.

Field

ASPM Support

Intel(R) VT-d ATS Support

Adjacent Cache Line Prefetcher

NUMA

Power Technology

Channel Interleaving

Intel(R) VT-d Coherency Support

Number of Enabled Cores

Energy Performance

Frequency Floor Override

CPU Performance

DRAM Clock Throttling

DCU IP Prefetch

DCU Streamer Prefetch

Demand Scrub

Direct Cache Access Support

Onboard SCU Storage Support

DRAM Refresh Rate

Enhanced Intel Speedstep(R) Tec

Value

Disabled

Enabled

Enabled

Enabled

Energy Efficient

Auto

Disabled

All

Performance

Enabled

HPC

Performance

Enabled

Enabled

Enabled

Enabled

Disabled

2x

Enabled

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Install Perimeta SBC

This section provides a brief overview and describes the minimal steps to deploy Perimeta SBC for HCS deployment models.

7

8

Sequence

3

4

1

2

5

6

Task

Mount Perimeta ISO, on page 234

Configure the Management Network, on page 235

Configure DNS Servers, on page 235

Unpack the Software, on page 236

Configure System, Node, and Remote Node Names, on

page 236

Managing Local Timezone, Time and Date, and NTP

Server, on page 236

Commissioning and Partnering the System, on page 237

Apply Licenses, on page 237

Done

Mount Perimeta ISO

Procedure

Step 1

Log in to Cisco Integrated Management Controller.

Step 2

Click Power on to turn on the server.

Step 3

Select Virtual Media > Activate Virtual Devices.

Step 4

Select Accept this Session option and click Apply.

Step 5

Select Virtual Media > Map CD/DVD.

Step 6

Click Browse and select the ISO location.

Step 7

Click Map Device.

Step 8

Press Enter to boot from the mapped ISO.

Installation begins.

Step 9

After the installation, restart the server.

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Configure the Management Network

Procedure

Step 1

Login to Craft Console using the default username and password.

The default username is defcraft and password is !defcraft.

Step 2

Choose Admin > Management > Set IP.

Step 3

Enter the Management IP address and Subnet mask, Press Enter.

Step 4

Enter the Processor A management IP address, Processor A probing IP address for management port 1,

Processor A probing IP address for management port 2.

Step 5

If your Session Controller has two processors, enter the Processor B management IP address, Processor B probing IP address for management port 1, Processor B probing IP address for management port 2.

Step 6

Enter the management network default gateway IP address, then press Enter.

Step 7

The following are optional configurations, if you have chosen not to configure a value for this address then press Enter.

a) Enter the first connectivity test IP address

Note

We suggest that you do configure at least one connectivity test IP address.

b) Enter the second connectivity test IP address c) Enter the third connectivity test IP address

Step 8

The Craft terminal shows a summary of your selections, choose OK.

Configure DNS Servers

Procedure

Step 1

Select DNS.

Step 2

Select Set DNS info.

Step 3

Enter the IP address of primary DNS Server, secondary server.

Step 4

Choose OK.

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Unpack the Software

Procedure

Step 1

Download the software and upload it to /ftp/software/ path on the C240 server.

Step 2

Choose Software > Manage versions > Verify/unpack and choose Ok.

Step 3

Select the software to be unpacked from the list and choose Ok.

Install Software

Procedure

Step 1

Choose software > upgrade > start upgrade and choose OK.

Step 2

Select an appropriate version.

Step 3

Press Enter.

Step 4

Choose yes.

Configure System, Node, and Remote Node Names

Procedure

Step 1

Choose Admin > System config > System info > Set System name and enter the appropriate system name..

Step 2

Choose Set node name and enter the node name.

Step 3

Choose Set remote node name and enter the remote node name.

Managing Local Timezone, Time and Date, and NTP Server

Procedure

Step 1

Choose Admin > System Config > Timezone, select the View options and enter the appropriate time zone.

Step 2

Choose Admin > System Config > Time > Set Date and Time, enter date and time.

Note

Date format is YYYY MM DD and time format is HH MM

[SS].

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Step 3

Choose Admin > System Config > Update NTP, enter the IP address of the NTP and choose OK.

Commissioning and Partnering the System

Procedure

Step 1

Choose Admin > Commisions, select Commisions for Commisioning and choose Ok.

Step 2

Choose Admin > Partnering, select Propose and Choose Ok.

Step 3

To confirm the changes, select Yes.

Apply Licenses

Before You Begin

Both physical USB token and license key are required for license activation.

Procedure

Step 1

Choose CLI and enter the following commands.

my-SC# actions my-SC# system my-SC# apply-license

Step 2

Enter the license key.

Session controller displays the details of the license.

Step 3

Check the details and enter Y.

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Configure Perimeta SBC

Following figure shows Perimeta SBC topology for HCS deployment models.

Figure 61: Perimeta SBC Topology for HCS Deployment Models

Configuration of C-Series Perimeta SBC for all HCS Deployment models

This section includes all the configurations for all HCS deployment models in Perimeta SBC.

Configure Service Interface for Carrier Network, on page 238

Configure Codec List, on page 239

Configure Media Address, on page 239

Create Account, on page 239

Configure Service Interface for Carrier Network

To create the service interface for carrier network perform the following instructions. This is used for vPGW and for other applications which are in HCS aggregation layer.

config system

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service-interface serv5 description CarrierNetwork service-network 5 port-group-name CoreNetwork ipv4 subnet-prefix-length 24 gateway-ip-address 192.168.10.1

local-ip-address 192.168.10.2

service-address Extra probes-source-style specific-source activate vlan-id 5 network-security trusted

Configure Codec List

To configure codec list, perform the following instructions.

sbc codec list codec-list-1 description codeclist codec-entry G729 3 codec-entry PCMA 2 codec-entry PCMU 1 codec-entry telephone-event 9

Configure Media Address

For each network, mention the IP address to be used for media. Media IP addresses is required for Carrier

Network - 5:

Note

Same IP address is used for both signaling and media, as HCS deployment model use Integrated Session

Controller (ISC).

Enter the following commands to add media address: sbc media media-address ipv4 192.168.10.2 service-network 5 port-range 16384 65535

To define media address for newly added sub-customers see,

Configure Media Address for Sub-customer,

on page 489

Create Account

Enter the following commands to create an account: config sbc signaling account carrier 5

To integrate Perimeta SBC with customer instance see,

Perimeta SBC Integration , on page 486

.

Install and Configure Prime Collaboration Assurance

Installing Prime Collaboration Assurance encompasses:

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Deploying Prime Collaboration Assurance

Deploying Prime Collaboration Assurance, on page 240

Configuring the Prime Collaboration Assurance Virtual Appliance, on page 242

SSL Certificate Installation, on page 245

Software Download Link:

Prime Collaboration Assurance Software download

You can install the Prime Collaboration Assurance application, based on the OVA downloaded:

• For small, medium, and large deployment models requires only one virtual machine to install and configure Prime Collaboration Assurance. To learn about configuring these deployment models, see

Simple Deployment section in the prime document

• For very large deployment models: You must configure Prime Collaboration Assurance OVA for database and application on separate virtual machines. To learn about configuring these deployment models, see

Advance Deployment section in the prime document

During the installation of Prime Collaboration Assurance, if there are multiple networks in UCS, ensure that the virtual machine network you select belongs to Prime Collaboration is reachable.

For information on Requirements for Prime Collaboration Assurance (includes Analytics) refer the link Prime

Collaboration Assurance

Deploying Prime Collaboration Assurance

Based on the OVA you downloaded, you can deploy Prime Collaboration Assurance as follows:

Simple Prime Collaboration Assurance Deployment, on page 240

Advanced Prime Collaboration Assurance Deployment, on page 241

Ensure that the requirements listed in Installation Requirements and System Requirements have been met as per the Prime document.

Simple Prime Collaboration Assurance Deployment

You can deploy Prime Collaboration Assurance OVA for small, medium, and large deployment models:

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Procedure

Step 1

Launch your VMWare vSphere client and choose File > Deploy OVF Template.

Step 2

Click Browse and navigate to the location where you saved the Prime Collaboration Assurance OVA file.

Click Next.

Step 3

In the OVF Template Details window, verify the details about the OVA file, including the product name, version, and size, then click Next.

Step 4

Click Accept to accept the end-user license agreement. Click Next.

Step 5

In the Name window, specify a name for the template that you are deploying. The name must be unique within the inventory folder and can contain up to 80 characters. In the Inventory Location window, select the folder where you want to deploy the file, and click Next.

Step 6

In the Disk Format window, select Thick provisioned format to store on the virtual disks, then click Next.

Step 7

Verify the options in the Ready to Complete window, then click Finish to start the deployment.

The deployment takes about 30 minutes to complete. Check the progress bar in the Deploying Virtual

Appliance window to monitor the task status.

Step 8

After the deployment task is complete, click Close in the confirmation message box.

The virtual appliance that you deployed appears in the left pane of the vSphere client, under the host. As a part of the next process, follow

Configuring the Prime Collaboration Assurance Virtual Appliance, on page

242 .

Advanced Prime Collaboration Assurance Deployment

Following is the procedure to deploy Prime Collaboration Assurance very large OVA deployment model.

Procedure

Step 1

Launch your VMWare vSphere client and choose File > Deploy OVF Template.

Step 2

Click Browse and navigate to the location where you saved the Prime Collaboration Assurance OVA file.

Click Next

Step 3

In the OVF Template Details window, verify the details about the OVA file, including the product name, version, and size, and then click Next.

Step 4

Click Accept to accept the end-user license agreement. Click Next.

Step 5

In the Name window, specify a name for the template. The name must be unique within the inventory folder and can contain up to 80 characters. In the Inventory Location window, select the folder where you want to deploy the file and click Next.

Step 6

If you choose to enable Prime Collaboration Analytics in very large OVA deployment of Prime

Collaboration Assurance, you require two virtual machines - database and application. Recommended, install the database server first so that you can have the database server IP address, this is required while installing application server. Configure the database server before to application server. To configure the database server.

a) In the Host/Cluster window, select the Host or Cluster on which you want to run the deployed template and click Next.

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b) In the Storage window, select a destination for the virtual machine files and click Next.

c) In the Disk Format window, select the Thick Provision Lazy Zeroed format to store on the virtual disks, then click Next.

d) Verify the options in the Ready to Complete window, then click Finish to start the deployment. The deployment takes about 30 minutes to complete. Check the progress bar in the Deploying Virtual Appliance window to monitor the task status.

e) After the deployment task is complete, click Close in the confirmation message box. The virtual appliance that you deployed appears in the left pane of the vSphere client, under the host.

f) (Optional) Before you proceed with configuring Prime Collaboration Assurance, right-click the database server and select Edit Settings to change the server configurations. The recommended CPU for database server configuration is 8 and Memory is 16 GB.

Note

If you reduce the CPU to 8, from the default value of 24, you should also reduce the corresponding

CPU Reservation frequency to 16 Ghz from the default value of 48 Ghz.

To configure application server.

g) In Disk Format window, select the Thick Provision Lazy Zeroed format to store on the virtual disks, then click Next.

h) In the Network Mapping page, select a network and click Next.

i) Verify the options in the Ready to Complete window, then click Finish to start the deployment. The deployment takes about 30 minutes to complete. Check the progress bar in the Deploying Virtual Appliance window to monitor the task status.

j) After the deployment task is complete, click Close in the confirmation message box. The virtual appliance that you deployed appears in the left pane of the vSphere client, under the host.

As a part of the next process, follow

Configuring the Prime Collaboration Assurance Virtual Appliance,

on page 242 .

Configuring the Prime Collaboration Assurance Virtual Appliance

After you deploy the Prime Collaboration Assurance OVA, you must configure the virtual appliance.

Based on the OVA you have downloaded, you can configure the Prime Collaboration Assurance virtual appliance as follows:

Simple Prime Collaboration Assurance Configuration , on page 242

Advanced Prime Collaboration Assurance Configuration, on page 243

Simple Prime Collaboration Assurance Configuration

You can configure Prime Collaboration Assurance OVA for small, medium, and large deployment models:

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Procedure

Step 1

Right-click the virtual appliance and choose Power > Power ON to start the virtual machine.

Step 2

In the virtual appliance console, enter setup at the localhost login prompt.

Step 3

Enter the required parameters at the console prompts. Press Enter to bring up the next parameter. For the

Installation Mode prompt, enter 1 to select Standard Prime Collaboration Assurance, or 2 to select Advanced

Prime Collaboration Assurance Evaluation. The Default value is 1.

The virtual machine will reboot.

Note

Time zone-The timestamp that is displayed on the UI is the server time. By default, the configured time zone is UTC. For a list of supported time zones, see Supported Timezones for Prime

Collaboration .

Step 4

If you have selected the Advanced Prime Collaboration Assurance Evaluation option, select the Managed

Service Provider (MSP) mode of deployment. Enter M to deploy Prime Collaboration Assurance in the MSP mode.

Each mode provides a different customer view option. For more information, see Overview of Cisco Prime

Collaboration - Assurance section in the Cisco Prime Collaboration Assurance Guide - Advanced, 10.5

.

Note

If you have selected the Standard Prime Collaboration Assurance option, it is directly deployed in the Enterprise mode.

Step 5

After installation (when you see the login prompt in the console), wait for approximately 20 minutes for the

Prime Collaboration Assurance processes to be listed on the console, and then log in to the Prime

Collaboration Assurance UI.

Step 6

Log in to the Prime Collaboration Assurance server to verify the installation. See the How to verify the

Cisco Prime Collaboration Assurance Standard installation and How to verify the Cisco Prime Collaboration

Assurance Advanced installation sections in Troubleshooting Cisco Prime Collaboration .

Advanced Prime Collaboration Assurance Configuration

You can configure Prime Collaboration Assurance OVA for very large deployment model.

Procedure

Step 1

Right-click virtual appliance and choose Power > Power ON to start the virtual machine.

Step 2

In the virtual appliance console, enter setup at the localhost login prompt.

Step 3

Enter the required parameters at the console prompts.

Hostname: Enter the Hostname for the VM deployed

IP Address: The IP address of the virtual appliance

IP default netmask: The default subnet mask for the IP address

IP default gateway: The IP address of the default gateway

Default DNS domain: The default Domain Name

Primary name server (Optional): The primary name server, to configure several name servers, enter

Y

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Primary NTP server[time.nist.gov]: The primary NTP server. To enter a secondary NTP server, enter

Y at the next prompt

Note

To configure a tertiary NTP server enter Y at the next prompt, after you specify a secondary

NTP server. Prime Collaboration supports three NTP servers.

Timezone: The timestamp that is displayed on the UI is the server time. By default, the configured timezone is UTC. For a list of supported timezones, see Supported Timezones for Prime Collaboration .

Username: CLI Admin user name. Default user name is admin. However, you can specify the user name of your choice

Password: CLI Admin password. This password is used to log in to CLI to check the application status and perform back up and restore

IPv6 configuration (Optional): If you want to configure IPv6 when prompted, specify Y, and then enter the IPv6 address and route to proceed. If not, you can proceed with the installation by providing your inputs for the next prompt

Root password: Specify a password for the root user

globaladmin password: Specify a password for the globaladmin

Step 4

After entering each parameter, press Enter to bring up the next parameter. For the Installation Mode prompt, enter 1 to select Standard Prime Collaboration Assurance, or 2 to select Advanced Prime Collaboration

Assurance Evaluation. The default value is 1.

The virtual machine will reboot.

Note

Time zone-The timestamp that is displayed on the UI is the server time. By default, the configured time zone is UTC. For a list of supported time zones, see Supported Timezones for Prime

Collaboration .

Step 5

If you have selected the Advanced Prime Collaboration Assurance Evaluation option, select the the

Managed Service Provider (MSP) mode of deployment. Enter M to deploy Prime Collaboration Assurance in the MSP mode.

Each mode provides a different customer view option. For more information, see section "Overview of Cisco

Prime Collaboration - Assurance" in the Cisco Prime Collaboration Assurance Guide - Advanced, 10.5

.

Note

If you have selected the Standard Prime Collaboration Assurance option, it is directly deployed in the Enterprise mode.

Step 6

If you have downloaded the very large OVA deployment model, you are prompted to enter the type of server to be configured.

Note

You can choose to enable Prime Collaboration Assurance only or both Prime Collaboration Assurance and Prime Collaboration Analytics. If you choose to enable Prime Collaboration Analytics, you need to deploy the database server before you deploy the application server. See Deploying Prime

Collaboration Assurance .

a) For the server configuration prompt, enter Y to configure the server as an analytics database server.

b) After the analytics database server installation, you are prompted to enter the analytics database server IP address.

c) Enter Y and enter the database server IP address to complete the Prime Collaboration Assurance and Prime

Collaboration Analytics installation.

Note

If you enter N in the server configuration prompt, the steps to install Prime Collaboration Analytics at a later point of time is displayed. See, Enabling Prime Collaboration Analytics After Prime

Collaboration Assurance Installation .

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Step 7

After the installation (when you see the login prompt in the console), wait for approximately 20 minutes for the Prime Collaboration Assurance processes to be listed on the console, and then log in to the Prime

Collaboration Assurance UI.

Step 8

Log in to the Prime Collaboration Assurance server to verify the installation. See the "How to verify the Cisco

Prime Collaboration Assurance Standard installation" and "How to verify the Cisco Prime Collaboration

Assurance Advanced installation" sections in Troubleshooting Cisco Prime Collaboration .

SSL Certificate Installation

Windows Internet Explorer: You can permanently remove the SSL certificate warning by installing the Prime Collaboration self-signed certificate. See,

Removing SSL Certificate Warning from Windows

Internet Explorer, on page 245

Mozilla Firefox: You can remove the SSL certificate warning only by adding an exception. See,

Removing SSL Certificate Warning from Mozilla Firefox, on page 246

Removing SSL Certificate Warning from Windows Internet Explorer

Perform the following procedure to remove the SSL Certificate warning from Windows Internet Explorer.

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Procedure

Step 1

Choose Continue to this website (not recommended).

Step 2

Choose Tools > Internet Options.

Step 3

In Internet Options dialog box, click the Security tab, choose Trusted sites, and then click Sites.

Step 4

Confirm that the URL that appears in the field and matches the application URL, and then click Add.

Step 5

Close all dialog boxes and refresh the browser.

Step 6

Choose Certificate Error to the right of the address bar, and then click View certificates.

Step 7

In the Certificate dialog box, click Install Certificate.

Step 8

In the Certificate Import Wizard dialog box, click Next.

Step 9

Click the Place all certificates in the following store radio button, and then click Browse.

Step 10 In the Select Certificate Store dialog box, choose Trusted Root Certification Authorities, and then click

OK.

Step 11 Click Next > Finish.

Step 12 In the Security Warning message box, click Yes.

Step 13 In the Certificate Import Wizard message box, click OK.

Step 14 In the Certificate dialog box, click OK.

Step 15 Repeat Step 2 and Step 3.

Step 16 Select the URL in the Websites section, and then click Remove.

Step 17 Close all dialog boxes, restart the browser, and invoke Prime Collaboration. See the "Getting Started" chapter of Prime Collaboration 9.0 Administration Guide for information about invoking Prime Collaboration.

Step 18 If you have a safe URL implemented, do the following: a) Choose Tools > Internet Options.

b) In the Internet Options dialog box, click the Advanced tab.

c) In the Security section, uncheck the Warn about certificate address mismatch check box.

Removing SSL Certificate Warning from Mozilla Firefox

Perform the following procedure to remove SSL Certificate Warning from Mozilla Firefox.

Procedure

Step 1

Check I Understand the Risks check box and click Add Exception.

Step 2

In the Add Security Exception dialog box, click Confirm Security Exception.

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C H A P T E R

5

Golden Template Process

Sequence for Golden Template Process, page 247

Sequence for Golden Template Process

The Golden Template process is a three step configuration process that clones and deploys the Golden templates as Virtual machines (VMs) on the destination servers deployed for the customer after the Golden templates are built. The administrative tasks for the contact center VM applications on destinations servers are initiated only after the Golden template process.

The sequence is:

Create Golden Template, on page 249

Clone and OS Customization, on page 299

Configure Customer Instance, on page 319

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Golden Template Process

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6

Create Golden Template

Create Golden Template for 500 Agent Deployment, page 249

Create Golden Template for 1000 Agent Deployment, page 266

Create Golden Template for 4000 Agent Deployment, page 267

Create Golden Template for Small Contact Center Agent Deployment, page 273

Create Golden Template for 12000 Agent Deployment, page 274

Create Golden Template for 500 Agent Deployment

Follow this sequence of tasks to create the golden template for 500 agent deployment for Cisco HCS for

Contact Center.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Task

Create Golden Template for Unified CCE Call

Server, on page 250

Notes

HCS Core Component

2

3

4

5

6

Create Golden Template for Unified CCE Data

Server, on page 255

HCS Core Component

Create Golden Template for Unified CVP Server,

on page 259

HCS Core Component

Create Golden Template for Unified CVP OAMP

Server, on page 261

HCS Core Component

Create Golden Template for Unified CVP

Reporting Server, on page 262

HCS Core Component

Create Golden Template for Cisco Finesse, on

page 264

HCS Core Component

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Create Golden Template for Unified CCE Call Server

Sequence

7

8

Done?

Task Notes

Create Golden Template for Cisco Unified

Intelligence Center with Live Data, on page 265

HCS Core Component

Create Golden Template for Cisco Unified

Communications Manager, on page 266

HCS Core Component

Create Golden Template for Unified CCE Call Server

Follow this sequence of tasks to create the golden template for Unified CCE Call Server.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Tasks Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

See

Open Virtualization

Format Files, on page 54

.

2

3

4

5

6

Create the virtual machine for the Unified CCE

Call Server OVA.

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server

Install anti-virus software.

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Follow the procedure

Install

Antivirus Software, on

page 253 .

Install the Unified Contact Center Enterprise.

Convert the virtual machine to a template.

Follow the procedure

Install

Unified Contact Center

Enterprise, on page 254

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process ( Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CCE Call

Server on the destination system. See

Configure Cisco Unified CCE Call Server, on page 323

.

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Create Virtual Machines

Procedure

Step 1

Launch VMware vSphere Client and select File > Deploy OVF Template.

Step 2

Browse to the location on your local drive where you stored the OVA. Click Open to select the OVA file.

Click Next.

Step 3

On the OVF Template Details page, click Next.

Step 4

On the Name and Location page, in Name field, enter the Virtual Machine name. Click Next.

Note

Enter a maximum of 32 characters, spaces and special characters are not allowed.

Step 5

On the Deployment Configuration page, select the appropriate configuration from the drop-down list. Click

Next.

Step 6

On the Resource Pool page, select the required resource pool. Skip this step if you do not have a resource pool allocated in the host server, and click Next.

Step 7

On the Storage page, select a datastore that you want to deploy the new virtual machine. See

Storage, VM

Specifications, and IOPS Considerations, on page 168

. Click Next.

Step 8

On the Disk Format page, select Thin provision format. Click Next.

Note

For CCDM and Unified EIM and WIM, keep the virtual disk format Thick provisioned Lazy Zeroed.

Step 9

On the Network Mapping page, select the appropriate network from Destination Network drop-down list, and click Next.

Note

For Unified Contact Center Enterprise machines, confirm that the Network Mapping page is correct:

• Public to Visible Network

• Private to Private Network

Step 10 Click Finish.

Step 11 Right-click on the VM, edit the CPU and increase the number of virtual sockets to 2.

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Install Microsoft Windows Server 2012 R2 Standard Edition

Procedure

Step 1

Mount the Microsoft Windows Server ISO image to the virtual machine.

Step 2

Switch on the virtual machine.

Step 3

Enter the Language, Time and Currency Format, and Keyboard settings, then click Next.

Step 4

Click Install Now.

Step 5

Enter the product activation key, then click Next.

Step 6

Select Windows Server 2012 R2 Standard(Server with GUI), then click Next.

Step 7

Accept the license agreement, then click Next.

Step 8

Select Custom: Install Windows Only (Advanced), select the disk, then click Next.

The installation begins.

Step 9

Enter and confirm the administrator password, then click Finish.

Step 10 Install VMware tools.

Step 11 Enable Remote Desktop Connection: a) Select Start > Control Panel > System and Security.

b) Click Allow remote access > OK.

c) Select Allow connections from computers running any version of Remote Desktop and click Apply.

d) Click OK.

Step 12 Open the Network and Sharing Center and select Ethernet.

Step 13 In the Ethernet Status dialog box, configure the network settings and the Domain Name System (DNS) data: a) Select Properties. Uncheck the Internet Protocol Version 6 (TCP/IP6).

b) Select Internet Protocol Version 4 (TCP/IPv4), then click Properties.

c) Select Use the following IP Address option.

d) Enter the IP address, Subnet mask, and Default gateway.

e) Select Use the following DNS Server Address option.

f) Enter Preffered DNS Server address, then click OK.

Note

All network configurations are overwritten with new settings.

Step 14 Run a Microsoft Windows update.

After the update is complete, check Do not enable automatic updates.

Install VMware Tools

VMware Tools is a suite of utilities that enhance the performance of the virtual machine guest operating system. It also aids virtual machine management.

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Procedure

Step 1

Switch on the virtual machine.

Step 2

When the Guest Operating starts, prepare your virtual machine to install VMware tools.

Step 3

Choose VM > Guest > Install VMware Tools.

Step 4

Double-click your CD-ROM drive to open the installation wizard. Click OK in the warning message.

Step 5

Choose the Typical option, then click Next to begin installation.

Step 6

Click Install.

Step 7

Click Finish.

Step 8

Restart your system.

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 2012 Operating System.

Install one of the following anti-virus software products for Unified CCE Call Server, Unified CCE Data

Server, Unified CVP server, Unified CVP OAMP server, and 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

Install one of the following anti-virus software products for Unified WIM and EIM.

• McAfee

®

VirusScan

®

Enterprise version 8.7

• Symantec

®

AntiVirus

®

Corporate Edition 10.1

Important

Update anti-virus software, manually - do not enable automatic updates.

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, then select Properties.

• In the Anti-virus Standard Protection category, make sure that the Prevent IRC communication check box is unchecked in the Block column.

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Important

HCS for Contact Center supports Symantec Endpoint Protection 12.1.

Be aware that in the firewall component of Symantec Endpoint Protection 12.1, the Network Threat

Protection feature, must be disabled. If it remains enabled, which is the default, both sides of the duplexed router shows up in simplex mode, thus blocking communications between each side of the router. This blocking impacts all deployment types.

If you retain the default (enabled) 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). This message also appears in the client management security log. The Symantec

Network Threat Protection traffic log indicates that a default firewall rule called “Block_all” was dynamically enabled. The result in both sides of the router come up in simplex mode.

To avoid 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.

Disabling Port Blocking

On computers that run Unified CVP Server components, such as Call Server and Reporting server, which has an anti-virus software configured to block ports, exclude Unified CVP processes and tomcat6.exe

. In addition, exclude Voice Browser.exe for the call server process.

Note

If you use an anti-virus software other than McAfee Virus Scan, perform the equivalent exclusions in port blocking rules for that software.

Procedure

Step 1

Select Start > All Programs > McAfee > VirusScan Console.

Step 2

Double-click Access Protection, then choose Anti-virus Standard Protection.

Step 3

Choose Prevent IRC communication from the list, then click Edit.

Step 4

Add tomcat6.exe

, tomcat5.exe

,

VoiceBrowser.exe

to the Processes to Exclude , then click Ok.

Step 5

Click Ok.

Install Unified Contact Center Enterprise

Complete the following procedure to install the Unified Contact Center Enterprise.

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Create Golden Template for Unified CCE Data Server

Procedure

Step 1

Add the template virtual machine into the domain.

Step 2

Mount the correct version of the Unified Contact Center Enterprise ISO image to the virtual machine’s CD/DVD drive.

Step 3

Run setup.exe from the ICM-CCE-CCH Installer directory on the CD/DVD drive and follow the InstallShield procedures to install Unified Contact Center Enterprise.

Step 4

In the Select the installation method window, click Fresh Install. Click Next.

Step 5

In the Maintenance Release (MR) window, leave the Maintenance Release Location field blank. Click Next.

Step 6

In the Installation Location window, select the drive C from the drop-down list. Click Next.

Step 7

In the Ready to Copy Files window, click Install.

Step 8

In the Installation Complete window, click Yes, I want to restart my computer now. Click Finish.

Step 9

Apply the Unified Contact Center Enterprise maintenance release, if applicable.

Step 10 Unmount the Unified Contact Center Enterprise ISO image.

Step 11 Move the template virtual machine back to the workgroup.

Convert the Virtual Machine to a Golden Template

Perform this procedure for the golden-template install option.

Note

VMware uses the term Template. HCS for Contact Center uses the term Golden Template for templates consisting of application and operating systems that are used for HCS for Contact Center.

Before You Begin

Ensure that the template virtual machine is in the WORKGROUP.

Procedure

Step 1

If the VM is not already powered off, from the VM menu, select Power > Shut down the guest.

Step 2

From the VMware vCenter Inventory menu, right-click the virtual machine and choose Template > Convert

to Template.

Create Golden Template for Unified CCE Data Server

Follow this sequence of tasks to create the golden template for Unified CCE Data Server.

After each task, return to this page to mark the task “done” and continue the sequence.

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Sequence

1

2

3

4

5

6

7

8

Done?

Task Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

Create the virtual machine for the Unified CCE

Data Server.

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server.

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Install antivirus software.

Enable .Net Framework 3.5 SP1

Install Microsoft SQL Server.

Follow the procedure

Install

Antivirus Software, on

page 253 .

Follow the procedure

Enable Microsoft .Net

Framework 3.5 SP1, on

page 256

Follow the procedure

Install

Microsoft SQL Server 2014

Standard Edition , on page

257 .

Install the Unified Contact Center Enterprise.

Convert the virtual machine to a template.

Follow the procedure

Install

Unified Contact Center

Enterprise, on page 254

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process ( Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CCE Data server on the destination system. See

Create Golden Template for Unified CCE Data Server, on page 255

.

Enable Microsoft .Net Framework 3.5 SP1

Procedure

Step 1

Open Server Manager.

Step 2

Click Manage and choose Add Roles and Features.

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Create Golden Template for Unified CCE Data Server

Opens Add Roles and Features wizard.

Step 3

On Select Installation Type window, click Next.

Step 4

Choose Role-based or feature-based installation option.

Step 5

Choose Select a server from server pool option.

Step 6

Choose appropriate server from Server Pool drop-down list and click Next.

Step 7

On Server Roles window click Next.

Step 8

Check .Net Framework 3.5 Features check box in Features list and click Next.

Step 9

Click Specify an alternate source path and enter the path \sources\sxs which is available in Microsoft

2012 OS Installer DVD or ISO. Click OK.

Step 10 Click Install.

Step 11 After installation, restart the server.

Install Microsoft SQL Server 2014 Standard Edition

Install Microsoft SQL Server 2014 x64 and store the SQL Server log and temporary files on the same physical disk as the operating system (typically the C drive).

For Unified CCE components, use the secondary drive to store the database (typically the D drive).

Before You Begin

Ensure Microsoft .Net framework 3.5 is enabled. See,

Enable Microsoft .Net Framework 3.5 SP1, on page

256 .

Procedure

Step 1

Mount the Microsoft SQL Server 2014 ISO image to the virtual machine. For more information, see

Mount and Unmount ISO Files, on page 787

.

Step 2

Run setup.exe.

Step 3

Click Installation on the left pane and then click New SQL Server stand-alone installation or add features

to an existing installation link.

The SQL Server 2014 Setup wizard opens. Click Next.

Step 4

Accept the Licence Terms and click Next.

Step 5

On Microsoft Update page, click Next.

Step 6

On Product Updates page, click Next.

Step 7

On Install Rules page, click Next.

Step 8

On Setup Role page, select SQL Server Feature Installation, and click Next.

Step 9

On Feature Selection page, choose all the features except below:

Analysis Services

Reporting Services-Native

Reporting Services - SharePoint

Reporting Services Add-in for SharePoint Products

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Create Golden Template

Create Golden Template for Unified CCE Data Server

Distributed Replay Controller

Distributed Replay Client

Click Next.

Step 10 On Instance Configuration page, select Default Instance. Click Next.

Step 11 On Server Configuration page, click Services Account tab:

You must associate the SQL Services with the Account Name.

• For SQL Server Database Engine, choose NT Service\MSSQLSERVER from Account Name drop-down list and choose Automatic in Startup Type column.

• For SQL Server Agent, choose NT Service\SQLSERVERAGENT from Account Name drop-down list and choose Automatic in Startup Type column.

• For the remaining services, accept the default values.

Step 12 On Server Configuration page, select Collation tab.

Note

Collation configuration is different for both CCE and CCDM servers. Follow the appropriate procedures to configure collation.

• Configure the collation for CCE servers as follows:

1

Click Customize for Database Engine.

2

Choose Windows Collation designator and sort order option.

3

Choose appropriate collation from Collation Designator drop-down list. For more information http:/

/docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE

Example: For English language choose Latin1_General.

4

Check Binary check-box and click OK.

5

Click Next.

• Configure the collation for CCDM servers as follows:

1

Click Customize for Database Engine.

2

Choose Windows Collation designator and sort order option.

3

Choose Latin1_General from Collation designator drop-down list.

4

Check Accent Sensitive check-box and click OK.

5

Click Next.

Step 13 On the Database Engine Configuration page, perform the following: a) In Server Configuration tab, choose Mixed Mode option.

b) Enter your password and confirm by reentering it.

c) Click Add Current User.

d) Select Data Directories tab, it is strongly recommended that Temp DB and Temp DB log directories should be in different drives.

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Create Golden Template for Unified CVP Server

e) Click Next.

Step 14 Click Install on the Ready to Install page.

Step 15 Click Close on the Complete page.

Step 16 Enable Named Pipes and set the sort order as follows: a) Open SQL Server 2014 Configuration Manager.

b) In the left pane, navigate to SQL NativeClient 11.0 Configuration (32bit) > Client Protocols.

c) In the right pane, right-click Named Pipes, and ensure Enable option is selected.

d) In the Client Protocols Properties window, right-click Named Pipes and select the order, 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, expand SQL Server Network Configuration, and select Protocols for MSSQLSERVER.

f) In the right pane, right-click Named Pipes, and select Enable, and click OK.

g) In the right pane, right-click TCP/IP, and select Enable.

Step 17 Enable Autogrowth as follows: a) Open SQL Server 2014 Management Studio.

b) Click Connect. In the left pane, expand Databases > System Databases.

c) Right-click tempdb and select Properties.

d) In the left pane, select Files. Ensure that AutoGrowth is enabled for both tempdev and templog.

e) For Maximum File Size, select Unlimited option, applicable for both tempdev and templog.

f) For File Growth, enter 10 In Percent field, applicable for both tempdev and templog.

g) Set initial size (MB) as 1400 for tempdev and 1024 for templog and click OK.

Step 18 Set the SQL Server's default language to English as follows: a) On SQL Server Management Studio page, right-click on the server and choose Properties.

b) Click Advanced.

c) In Miscellaneous section, choose English from Default Language drop-down list.

Important

You must set the SQL Server default language to English because Unified CCE requires a US date format (MDY). Many European languages use the European date format (DMY) instead.

This mismatch causes queries such as select * from table where date = '2012-04-08

00:00:00' to return data for the wrong date.

Step 19 Restart the SQL Server service.

Create Golden Template for Unified CVP Server

Follow this sequence of tasks to create the golden template for Cisco Unified CVP Server.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Tasks Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

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Create Golden Template for Unified CVP Server

Sequence

2

3

4

5

6

Done?

Tasks Notes

Create the virtual machine for the Cisco Unified

CVP Server.

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Install antivirus software.

Install the Unified CVP Server.

Convert the virtual machine to a template.

Follow the procedure

Install

Antivirus Software, on

page 253 .

Follow the procedure

Install

Unified CVP Server, on

page 260 .

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process ( Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CVP Server on the destination system. See

Configure Unified CVP, on page 347

.

Install Unified CVP Server

Complete the following procedure to install the Unified CVP Server.

Procedure

Step 1

Mount the Unified CVP ISO image to the virtual machine.

Step 2

Copy the current Engineering Specials to the local drive.

Note

Ignore this step if there are no Engineering

Specials.

Step 3

Select the ISO file on the CD/DVD drive D. Run setup.exe from the D:\ CVP\Installer_Windows directory.

Step 4

Follow the InstallShield wizard: a) Accept the license agreement and click Next.

b) In the Select Packages window, select CVP Server and click Next.

c) In the Voice Prompt Encode Format Type window, select U-Law Encoded Wave Format and Click

Next.

d) In the Choose Destination Location window, select the folder locations for the CVP Installation Folder and the Media Files Installation Folder, and click Next.

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Create Golden Template for Unified CVP OAMP Server

e) In the X.509 Certificate window, enter the information that you want to include in the certificate.

f) In the Ready to Install the Program window, click Install.

g) In the Installation Complete window, click Yes, I want to restart my computer now. Click Finish.

Step 5

Copy the required Cisco Unified CVP Engineering Special file to the desktop.

Step 6

If Unified CVP Engineering Specials are available, follow the Install Shield wizard to install them. Ignore this step if there are no Engineering Specials.

Step 7

Add any custom media files to the appropriate location.

Step 8

Unmount the ISO image.

Create Golden Template for Unified CVP OAMP Server

Follow this sequence of tasks to create the golden template for Cisco Unified CVP OAMP Server.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Tasks Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

2

3

4

5

6

Create the virtual machine for the Cisco Unified

CVP OAMP Server.

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Install antivirus software.

Install the Cisco Unified CVP OAMP Server.

Convert the virtual machine to a template.

Follow the procedure

Install

Antivirus Software, on

page 253 .

Follow the procedure

Install

Unified CVP OAMP

Server, on page 262

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, run the automation process (

Automated Cloning and OS Customization,

on page 300 ). After you run the automation process, you can configure the Unified CVP OAMP Server on the destination system. See

Configure Cisco Unified CVP Operations Console, on page 359

.

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Install Unified CVP OAMP Server

Procedure

Step 1

Mount the Unified CVP ISO image to the virtual machine.

Step 2

Run setup.exe from the CVP\Installer_Windows directory on the CD/DVD drive.

Step 3

Click I accept the terms of the License Agreement from the License Agreement and Copyright screen.

Step 4

On the Select Package window, select the Unified CVP component Operations Console, and click Next.

Step 5

In the Voice Prompt Encode Format Type window, select U-Law Encoded Wave Format and click Next.

Step 6

On the Choose Destination Location window, accept the default locations, and click Next.

Step 7

In the X.509 certificate window, enter the information that you want to include in the certificate, and click

Next.

Step 8

In the Ready to Install window, click Install.

Step 9

Enter the operations console password that meets the criteria detailed on the Operations Console Password window, and click Next.

Step 10 Click Yes, I want to restart my computer, and click Finish.

Step 11 Unmount the Unified CVP ISO image.

Create Golden Template for Unified CVP Reporting Server

Follow this sequence of tasks to create the golden template for Cisco Unified CVP Reporting Server.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Task Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

2

3

4

Create the virtual machine for the Unified CVP

Reporting Server

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server

Install antivirus software

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Follow the procedure

Install

Antivirus Software, on

page 253 .

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Create Golden Template for Unified CVP Reporting Server

Sequence

5

Done?

Task

Convert the virtual machine to a template

Notes

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process (

Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the CVP Reporting

Server on the destination system. See

Configure Unified CVP Reporting Server, on page 351

Install Unified CVP Reporting Server

Complete the following procedure to install the Unified CVP Reporting Server.

Procedure

Step 1

Mount the Unified CVP ISO image to the virtual machine.

Step 2

Copy the current Engineering Specials to the local drive.

Note

Ignore this step if there are no Engineering

Specials.

Step 3

Select the ISO file on the CD/DVD drive. Run setup.exe from the DVD drive located at

CVP\Installer_Windows directory.

Step 4

Follow the Install Shield wizard: a) Check I accept the terms of the License Agreement from the License Agreement and Copyright and click Next.

b) In the Select Packages window, select Reporting Server, and click Next.

c) In the Choose Destination Location window, select the folder location for the CVP Installation Folder, and click Next.

d) In the X.509 certificate window, enter the information that you want to include in the certificate, and click

Next.

e) In the Choose the Database data and backups drive window, enter the drive letter (typically E), and click Next.

f) In the Database size selection window, select Standard (250GB) or Premium (375GB), and click Next.

Note

Select Standard for 500 agent deployment and Premium for other HCS agent deployments.

g) In the Ready to Install window, click Install.

h) Enter the Reporting Server password when prompted.

It can take some time for the database to install.

i) Restart the server after installation.

Step 5

Copy the required CVP Engineering Special file to the desktop.

Step 6

If Unified CVP Engineering Specials are available, follow the Install Shield wizard to install them. Ignore this step if there are no Engineering Specials.

Step 7

Unmount the ISO image.

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Create Golden Template for Cisco Finesse

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.

Sequence

1

Done?

Tasks Notes

Download

HCS-CC_11.0(1)_Finesse_vmv8_v1.0.ova

See

Open Virtualization

Format Files, on page 54

.

2 Create the virtual machine for Cisco Finesse

3

4

Install Cisco Finesse

Convert the virtual machine to a template

See,

Create Virtual

Machines, on page 251

.

Follow the procedure for installing VOS applications for golden templates. See

Install Unified

Communications Voice OS based Applications, on page

264 .

Follow the procedure

Convert the Virtual Machine to a Golden Template, on

page 255 .

After you create all golden templates, you can run the automation process

Automated Cloning and OS

Customization, on page 300

. After you run the automation process, you can configure Cisco Finesse on the destination system. See

Configure Cisco Finesse, on page 392

.

Install Unified Communications Voice OS based Applications

Use the following procedures to install Unified Communications Voice OS based applications:

• Cisco Unified Communications Manager

• Cisco Unified Intelligence Center

• Live Data

• Cisco Unified Intelligence Center with Live Data

• Cisco Finesse

• Cisco MediaSense

• Cisco Virtualized Voice Browser

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Create Golden Template for Cisco Unified Intelligence Center with Live Data

Procedure

Step 1

Mount the ISO file to the CD/DVD drive of the virtual machine and power it on.

Step 2

Follow the Install wizard: a) On Disk found page, click OK to check the media before installation.

b) Click OK on the success message.

c) On Product Deployment Selection page, select the required product and click OK.

d) On Proceed with Install page, click Yes.

e) On Platform Installation Wizard page, select Skip option.

After installation it displays Pre-existing Configuration Information page.

f) Press Ctrl+Alt to free your cursor.

Step 3

Shutdown the Virtual Machine.

Step 4

Unmount the ISO image.

Create Golden Template for Cisco Unified Intelligence Center with Live Data

Follow this sequence of tasks to create the golden template for Cisco Unified Intelligence Center with Live

Data.

After each task, return to this page to mark the task "done" and continue the sequence.

Sequence

1

Done?

Tasks

Download

UCCELD_11.0_CVOS_vmv8_v1.0.ova

.

Notes

See

Create Virtual

Machines, on page 251

2

3

4

5

Create the virtual machine for Live Data

Install Cisco Unified Intelligence Center with

Live Data

Install VMware Tools

See

Create Virtual

Machines, on page 251

.

Follow the procedure for installing VOS applications for golden templates. See

Install Unified

Communications Voice OS based Applications, on

page 264 .

Follow the procedure

Install

VMware Tools, on page

252

Convert the virtual machine to a Golden Template See

Convert the Virtual

Machine to a Golden

Template, on page 255

.

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265

Create Golden Template

Create Golden Template for Cisco Unified Communications Manager

After you create all golden templates, you can run the automation process ( Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Cisco Unified

Intelligence Center VMs on the destination system. See

Configure Unified Intelligence Center with Live

Data, on page 380

.

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

1

Done?

Tasks

Download cucm_10.5_vmv8_v1.9.ova

Notes

See

Open Virtualization

Format Files, on page 54

.

2 Create the virtual machine for Unified

Communications Manager

Follow the procedure that is documented in,

Create

Virtual Machines, on page

251 .

3

4

Install Cisco Unified Communications

Manager

Follow the procedure for installing VOS applications for golden templates. See

Install Unified

Communications Voice OS based Applications, on

page 264 .

Convert the virtual machine to a template Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

After you create all golden templates, you can run the automation process

Automated Cloning and OS

Customization, on page 300

. 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 375

.

Create Golden Template for 1000 Agent Deployment

Follow this sequence of tasks to create the golden template for 1000 agent deployment for Cisco HCS for

Contact Center.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Task

Create Golden Template for Unified CCE Call

Server, on page 250

Notes

HCS Core Component

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Create Golden Template for 4000 Agent Deployment

7

8

4

5

6

Sequence

2

3

Done?

Task

Create Golden Template for Unified CCE Data

Server, on page 255

Notes

HCS Core Component

Create Golden Template for Unified CVP Server,

on page 259

HCS Core Component

Create Golden Template for Unified CVP OAMP

Server, on page 261

HCS Core Component

Create Golden Template for Unified CVP

Reporting Server, on page 262

HCS Core Component

Create Golden Template for Cisco Finesse, on

page 264

HCS Core Component

Create Golden Template for Cisco Unified

Intelligence Center with Live Data, on page 265

HCS Core Component

Create Golden Template for Cisco Unified

Communications Manager, on page 266

HCS Core Component

Create Golden Template for 4000 Agent Deployment

Follow this sequence of tasks to create the golden template for 4000 agent deployment for Cisco HCS for

Contact Center.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Tasks

Create Golden Template for Unified CCE

Rogger, on page 268

Notes

HCS Core Component

2

Create Golden Template for Unified CCE

AW-HDS-DDS, on page 269

HCS Core Component

3

4

5

6

Create Golden Template for Unified CCE Agent

Peripheral Gateway, on page 270

HCS Core Component

Create Golden Template for Unified CCE VRU

Peripheral Gateway, on page 271

HCS Core Component

Create Golden Template for Unified CVP Server,

on page 259

HCS Core Component

Create Golden Template for Unified CVP OAMP

Server, on page 261

HCS Core Component

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267

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Create Golden Template for Unified CCE Rogger

Sequence

7

8

9

10

11

Done?

Tasks

Create Golden Template for Unified CVP

Reporting Server, on page 262

Notes

HCS Core Component

Create Golden Template for Cisco Finesse, on

page 264

HCS Core Component

Create Golden Template for Cisco Unified

Intelligence Center , on page 272

Create Golden Template for Cisco Unified

Communications Manager, on page 266

HCS Core Component

HCS Core Component

Create Golden Template for Live Data Reporting

System, on page 272

HCS Core Component

Create Golden Template for Unified CCE Rogger

Follow this sequence of tasks to create the golden template for Cisco Unified CCE Rogger.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Task Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

See

Open Virtualization

Format Files, on page 54

.

2

3

4

5

Create the virtual machine for the Unified CCE

Rogger

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server.

Install Anti-Virus software

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Follow the procedure

Install

Antivirus Software, on

page 253 .

Enable .Net Framework 3.5 SP1 Follow the procedure

Enable Microsoft .Net

Framework 3.5 SP1, on

page 256

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Create Golden Template for Unified CCE AW-HDS-DDS

Sequence

6

7

8

Done?

Task

Install Microsoft SQL Server.

Install the Unified CCE

Convert the virtual machine to a template

Notes

Follow the procedure

Install

Microsoft SQL Server 2014

Standard Edition , on page

257 .

Follow the procedure

Install

Unified Contact Center

Enterprise, on page 254

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process (

Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CCE

Rogger on the destination system. See

Configure Cisco Unified CCE Rogger, on page 404

for 4000 agent deployment model and

Configure Unified CCE Rogger for Small Contact Center Agent Deployment , on

page 425 for small contact center agent deployment model.

Create Golden Template for Unified CCE AW-HDS-DDS

Follow this sequence of tasks to create the golden template for Cisco Unified CCE AW-HDS-DDS.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Task Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

2

3

4

Create the virtual machine for the Unified CCE

AW-HDS-DDS

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server.

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Install antivirus software Follow the procedure

Install

Antivirus Software, on

page 253 .

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Create Golden Template for Unified CCE Agent Peripheral Gateway

Sequence

5

6

7

8

Done?

Task

Enable .Net Framework 3.5 SP1

Install Microsoft SQL Server

Install the Unified CCE

Convert the virtual machine to a template

Notes

Follow the procedure

Enable Microsoft .Net

Framework 3.5 SP1, on

page 256

Follow the procedure

Install

Microsoft SQL Server 2014

Standard Edition , on page

257

Follow the procedure

Install

Unified Contact Center

Enterprise, on page 254

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process ( Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CCE

AW-HDS-DDS on the destination system. See

Configure Unified CCE AW-HDS-DDS, on page 409

.

Create Golden Template for Unified CCE Agent Peripheral Gateway

Follow this sequence of tasks to create the golden template for Cisco Unified CCE Agent Peripheral

Gateway(PG).

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Tasks Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

2

3

4

Create the virtual machine for the Unified CCE

Agent PG

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server

Install antivirus software

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Follow the procedure

Install

Antivirus Software, on

page 253 .

270

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Create Golden Template

Create Golden Template for Unified CCE VRU Peripheral Gateway

Sequence

5

6

Done?

Tasks

Install the Unified Contact Center Enterprise

Convert the virtual machine to a template

Notes

Follow the procedure

Install

Unified Contact Center

Enterprise, on page 254

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process (

Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CCE Agent

PG 1

Configure Unified CCE Agent PG 1, on page 412

and Agent PG 2

Configure Unified CCE Agent PG

2, on page 418

on the destination system for 4000 agent deployment. and see

Configure Unified CCE Agent

PG’s for 12000 Agent Deployment, on page 445

for 12000 agent deployment model.

Create Golden Template for Unified CCE VRU Peripheral Gateway

Follow this sequence of tasks to create the golden template for Cisco Unified CCE VRU PG.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Tasks Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

2

3

4

5

6

Create the virtual machine for the Unified CCE

VRU PG.

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Install antivirus software.

Install the Unified CCE.

Convert the virtual machine to a template.

Follow the procedure

Install

Antivirus Software, on

page 253 .

Follow the procedure

Install

Unified Contact Center

Enterprise, on page 254

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

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Create Golden Template

Create Golden Template for Cisco Unified Intelligence Center

After you create all golden templates, you can run the automation process ( Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CCE VRU

PG on the destination system. See

Configure Unified CCE VRU PG, on page 420

for 4000 agent deployment model and

Configure Unified CCE VRU PG’s for 12000 Agent Deployment, on page 447

for 12000 agent deployment model.

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

1

Done?

Tasks Notes

Download

HCS-CC_11.0(1)_CUIC_vmv8_v2.3.ova

See

Open Virtualization

Format Files, on page 54

.

2

3

4

Create the virtual machine for Cisco Unified

Intelligence Center

Install Cisco Unified Intelligence Center

See

Create Virtual

Machines, on page 251

.

Follow the procedure for installing VOS applications for golden templates. See

Install Unified

Communications Voice OS based Applications, on

page 264 .

Convert the virtual machine to a Golden Template See

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process

Automated Cloning and OS

Customization, on page 300

. 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 423

.

Create Golden Template for Live Data Reporting System

Follow this sequence of tasks to create the golden template for Live Data.

After each task, return to this page to mark the task "done" and continue the sequence.

Sequence

1

Done?

Tasks

Download

UCCELD_11.0_CVOS_vmv8_v1.0.ova

Notes

See

Create Virtual

Machines, on page 251

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Create Golden Template

Create Golden Template for Small Contact Center Agent Deployment

Sequence

2

3

4

5

Done?

Tasks

Create the virtual machine for Live Data

Install Live Data Reporting Server.

Notes

See

Create Virtual

Machines, on page 251

.

Follow the procedure for installing VOS applications for golden templates. See

Install Unified

Communications Voice OS based Applications, on

page 264 .

Install VMware Tools Follow the procedure

Install

VMware Tools, on page

252

Convert the virtual machine to a Golden Template See

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process (

Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Live Data VMs on the destination system. See

Configure Live Data Reporting System, on page 423

.

Create Golden Template for Small Contact Center Agent

Deployment

Follow this sequence of tasks to create the golden template for small contact center agent deployment for

Cisco HCS for Contact Center.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Tasks

Create Golden Template for Unified CCE

Rogger, on page 268

Notes

HCS Shared Core

Component

2

3

4

Create Golden Template for Unified CCE

AW-HDS-DDS, on page 269

HCS Shared Core

Component

Create Golden Template for Unified CCE Agent

Peripheral Gateway, on page 270

HCS Sub Customer

Component

Create Golden Template for Unified CCE VRU

Peripheral Gateway, on page 271

HCS Shared Core

Component

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Create Golden Template

Create Golden Template for 12000 Agent Deployment

Sequence

5

6

7

8

9

10

11

Done?

Tasks Notes

Create Golden Template for Unified CVP Server,

on page 259

HCS Shared Core

Component

Create Golden Template for Unified CVP OAMP

Server, on page 261

HCS Shared Core

Component

Create Golden Template for Unified CVP

Reporting Server, on page 262

Create Golden Template for Cisco Unified

Intelligence Center , on page 272

HCS Shared Core

Component

Create Golden Template for Cisco Finesse, on

page 264

HCS Sub Customer

Component

HCS Shared Core

Component

Create Golden Template for Cisco Unified

Communications Manager, on page 266

HCS Sub Customer

Component

Create Golden Template for Live Data Reporting

System, on page 272

HCS Core Component

Create Golden Template for 12000 Agent Deployment

Follow this sequence of tasks to create the golden template for 12000 agent deployment for Cisco HCS for

Contact Center.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Task Notes

Create Golden Template for Unified CCE Router,

on page 275

HCS Core Component

2

Create Golden Template for Unified CCE

Logger, on page 276

HCS Core Component

3

4

5

6

Create Golden template for Unified CCE

AW-HDS, on page 277

Create Golden Template for Unified CCE

HDS-DDS, on page 278

HCS Core Component

HCS Core Component

Create Golden Template for Unified CCE Agent

Peripheral Gateway, on page 270

HCS Core Component

Create Golden Template for Unified CCE VRU

Peripheral Gateway, on page 271

HCS Core Component

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Create Golden Template

Create Golden Template for Unified CCE Router

12

13

9

10

11

Sequence

7

8

Done?

Task Notes

Create Golden Template for Unified CVP Server,

on page 259

HCS Core Component

Create Golden Template for Unified CVP OAMP

Server, on page 261

HCS Core Component

Create Golden Template for Unified CVP

Reporting Server, on page 262

HCS Core Component

Create Golden Template for Cisco Finesse, on

page 264

HCS Core Component

Create Golden Template for Cisco Unified

Intelligence Center , on page 272

HCS Core Component

Create Golden Template for Cisco Unified

Communications Manager, on page 266

HCS Core Component

Create Golden Template for Live Data Reporting

System, on page 272

HCS Core Component

Create Golden Template for Unified CCE Router

Follow this sequence of tasks to create the golden template for Cisco Unified CCE Router.

After each task, return to this page to mark the task " done " and continue the sequence.

Sequence

1

Done?

Task Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

2

3

4

Create the virtual machine for the Unified CCE

Router.

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Install Anti-Virus software.

Follow the procedure

Install

Antivirus Software, on

page 253 .

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275

Create Golden Template

Create Golden Template for Unified CCE Logger

Sequence

5

Done?

Task

Install the Unified CCE.

6 Convert the virtual machine to a template

Notes

Follow the procedure

Install

Unified Contact Center

Enterprise, on page 254

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process ( Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CCE Router on the destination system. See

Configure the Unified CCE Router, on page 405

.

Create Golden Template for Unified CCE Logger

Follow this sequence of tasks to create the golden template for Cisco Unified CCE Logger.

After each task, return to this page to mark the task " done " and continue the sequence.

Sequence

1

Done?

Task Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

2

3

4

5

6

Create the virtual machine for the Unified CCE

Logger

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server.

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Install Anti-Virus software

Enable .Net Framework 3.5 SP1

Install Microsoft SQL Server.

Follow the procedure

Install

Antivirus Software, on

page 253 .

Follow the procedure

Enable Microsoft .Net

Framework 3.5 SP1, on

page 256

Follow the procedure

Install

Microsoft SQL Server 2014

Standard Edition , on page

257 .

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Create Golden Template

Create Golden template for Unified CCE AW-HDS

Sequence

7

Done?

Task

Install the Unified CCE

8 Convert the virtual machine to a template

Notes

Follow the procedure

Install

Unified Contact Center

Enterprise, on page 254

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process (

Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CCE

Logger on the destination system. See

Configure Unified CCE Logger , on page 439

.

Create Golden template for Unified CCE AW-HDS

Follow this sequence of tasks to create the golden template for Cisco CCE Unified AW-HDS.

After each task, return to this page to mark the task " done " and continue the sequence.

Sequence

1

Done?

Task Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

2

3

4

5

6

Create the virtual machine for the Unified CCE

AW-HDS.

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server.

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Install Anti-Virus software

Enable .Net Framework 3.5 SP1

Install Microsoft SQL Server.

Follow the procedure

Install

Antivirus Software, on

page 253 .

Follow the procedure

Enable Microsoft .Net

Framework 3.5 SP1, on

page 256

Follow the procedure

Install

Microsoft SQL Server 2014

Standard Edition , on page

257 .

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277

Create Golden Template

Create Golden Template for Unified CCE HDS-DDS

Sequence

7

Done?

Task

Install the Unified CCE

8 Convert the virtual machine to a template

Notes

Follow the procedure

Install

Unified Contact Center

Enterprise, on page 254

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process ( Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CCE

AW-HDS on the destination system. See

Configure Unified CCE AW-HDS, on page 441

.

Create Golden Template for Unified CCE HDS-DDS

Follow this sequence of tasks to create the golden template for Cisco Unified CCE HDS-DDS.

After each task, return to this page to mark the task " done " and continue the sequence.

Sequence

1

Done?

Task Notes

Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

2

3

4

5

6

Create the virtual machine for the Unified CCE

HDS-DDS.

Follow the procedure

Create

Virtual Machines, on page

251 .

Install Microsoft Windows Server.

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Install Anti-Virus software

Enable .Net Framework 3.5 SP1

Install Microsoft SQL Server.

Follow the procedure

Install

Antivirus Software, on

page 253 .

Follow the procedure

Enable Microsoft .Net

Framework 3.5 SP1, on

page 256

Follow the procedure

Install

Microsoft SQL Server 2014

Standard Edition , on page

257 .

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Create Golden Template

Create Golden Template for Unified CCE HDS-DDS

Sequence

7

8

Done?

Task

Install the Unified CCE

Convert the virtual machine to a template

Notes

Follow the procedure

Install

Unified Contact Center

Enterprise, on page 254

.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process (

Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Unified CCE

HDS-DDS on the destination system. See

Configure Unified CCE HDS-DDS, on page 443

.

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Create Golden Template for Unified CCE HDS-DDS

Create Golden Template

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C H A P T E R

7

Configure Customer Instance for Network

Infrastructure

Implement UCS Platform, page 281

ESX Boot from SAN, page 288

Add ESX Host to vCenter, page 290

Deploy Nexus 1000v, page 291

Add Second Customer Instance in Single Blade for 500 Agent Deployment, page 298

Implement UCS Platform

In HCS for Contact Center, virtualization of all Unified Computing (UC) applications and key third-party components use Cisco Unified Computing System (UCS) hardware as the platform. The HCS virtualization integrates the UCS platform and SAN, and virtualizes the target UC applications. The following sections describes the deployment of the Service Provider (SP) virtualization infrastructure.

Set Up Basic UCS Connectivity , on page 281

Basic Configuration for UCS, on page 282

Configure UCS LAN, on page 284

Configure UCS SAN, on page 285

Configure UCS B Series Blade Server, on page 287

Configure MDS, on page 287

Set Up Basic UCS Connectivity

Cisco UCS 6100 Series Fabric Interconnects is a core part of UCS that provides network connectivity and management capabilities for attached blades and chassis. The Cisco UCS 6100 Series offers line-rate, low-latency, lossless 10 Gigabit Ethernet, and Fibre Channel over Ethernet (FCoE) functions.

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Basic Configuration for UCS

The Interconnects provide the management and communication support for the Cisco UCS B-Series blades and the UCS 5100 Series blade server chassis. All chassis and all blades attached to the interconnects becomes part of a single, high availability management domain. By supporting a unified fabric, the Cisco UCS 6100

Series provides LAN and SAN connectivity for all blades in its domain.

You will require the following connections for a working UCS:

• Console connection on the 6100 Series switch.

• At least one 10 Gbps connection between the 6100 Series switch and the Fabric Extender 2104 on the chassis.

• At least one 10 Gbps connection on the 6100 Series switch for the northbound interface to a core router or switch (could be a port-channel connection).

• At least one FCoE connection between the 6100 Series switch and a Multilayer Director Switch (MDS) switch.

• Cluster link ports connected between the 6100 Series switches in a high availability deployment.

Basic Configuration for UCS

Unified Computing System Manager (UCSM) provides centralized management capabilities, creates a unified management domain, and serves as the central nervous system of the UCS. UCSM delivers embedded device-management software that manages the system from end to end as a single logical entity through a

GUI, a CLI, or, an XML API.

UCS Manager resides on a pair of Cisco UCS 6100 Series fabric interconnects using a clustered, active-standby configuration for High Availability (HA). The software participates in server provisioning, device discovery, inventory, configuration, diagnostics, monitoring, fault detection, auditing, and statistics collection.

After 6100 Series initial configuration, you can configure UCS from the GUI. You can launch the GUI from a URL that is reachable to the configured 6100 Management IP address.

Configure UCS 6100 Server Ports, on page 282

Configure UCS 6100 Uplink Ethernet Ports, on page 283

Configure Uplink FC Ports, on page 283

Acknowledge Chassis, on page 283

Configure Server Management IP Address Pool, on page 283

Configure UCS 6100 Server Ports

Complete the following procedure to configure UCS 6100 server ports on UCS Manager.

Procedure

Step 1

Choose Equipment > Fabric Interconnect A(B) > Fixed Module > Unconfigured Ports > Port #.

Step 2

Click the General tab.

Step 3

Click the Configure as Server Port option.

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Configure Customer Instance for Network Infrastructure

Basic Configuration for UCS

Configure UCS 6100 Uplink Ethernet Ports

Complete the following procedure to configure UCS 6100 uplink ethernet ports.

Procedure

Step 1

Choose Equipment > Fabric Interconnect A(B) > Fixed Module > unconfigured Ports > Port #.

Step 2

Click General tab.

Step 3

Click Configure as Uplink Port option.

Configure Uplink FC Ports

You must define the ports that are capable of passing Fibre Channel (FC) traffic as Fibre Channel uplink ports using the SAN configuration tab of the UCS Manager.

Acknowledge Chassis

Any time there is a change in the number of links between the 6100 series switch and the blade server chassis, you must perform a chassis acknowledgment to make the UCS Manager aware of the link change which causes a rebuild of its connectivity data.

Configure Server Management IP Address Pool

The UCSM server management IP address pool assigns an external IP addresses for each of the blade servers installed. UCS Manager uses the IP addresses in a management IP pool for external access to a server through the following:

• KVM Console

• Serial over LAN

• IPMI

Complete the following procedure to configure server management IP address pool.

Procedure

Step 1

Choose Administration > Communication Management > Management IP Pool.

Step 2

Right-click and select Create Block of IP Addresses.

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Configure UCS LAN

Configure UCS LAN

The enabled Uplink Ethernet ports in UCS 6100 series switch forwards traffic to the next layer in the network.

You can configure the LAN properties such as VLANs, MAC Pools, and vNIC templates within the LAN view in the UCS Manager.

Complete the following procedures to create VLANs and MAC pools.

Add VLANs, on page 284

Create MAC Pools, on page 284

Add VLANs

In the Cisco UCS, a named VLAN creates a connection to a specific external LAN. The VLAN isolates traffic to that external LAN, which includes broadcast traffic. The name that you assign to a VLAN ID adds a layer of abstraction that you can use to globally update all servers associated with service profiles that use the named

VLAN. You do not need to reconfigure servers individually to maintain communication with the external

LAN. Complete the following procedure to add VLANs.

Procedure

Step 1

Click the LAN tab and then right-click the VLANs.

Step 2

Enter the name or designation of the VLANs being added and the VLAN IDs to use.

A decision on how the named VLAN is accessible by the 6100 Series switches completes the UCS VLAN additions.

Create MAC Pools

A MAC pool is a collection of network identities, or MAC addresses, that are unique in Layer 2 (L2) and available to be assigned to a vNIC on a server. If you use MAC pools in service profiles, you do not have to manually configure the MAC addresses to be used by the server associated with the service profile.

To assign a MAC address to a server, you must include the MAC pool in a vNIC policy. The vNIC policy is then included in the service profile assigned to that server. Complete the following procedure to create a MAC pool.

Procedure

Step 1

Click the LAN tab.

Step 2

Right-click Pools .

Step 3

Select Create MAC Pool.

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Configure UCS SAN

Configure UCS SAN

Each UCS 6120 fabric interconnect has an open slot to add expansion modules that add Fibre Channel ports for SAN connectivity. You can enable these ports and their attributes through the SAN scope of the UCS

Manager.

Complete the following procedures to configure SAN properties such as VSANs, Fibre Channel uplink ports,

World Wide Node Name (WWNN) pools, World Wide Port Name (WWPN) pools, and Virtual Host Bus

Adapter (vHBA) templates, within the SAN view in the UCS Manager.

Create VSANs, on page 285

Associate VSAN with an FC Uplink Port, on page 285

Create WWNN Pools, on page 286

Create WWPN Pools, on page 286

Create VSANs

A named VSAN creates a connection to a specific external SAN. The VSAN isolates traffic to that external

SAN, including broadcast traffic. The traffic on one named VSAN knows that the traffic on another named

VSAN exists, but cannot read or access that traffic.

Like a VLAN name, the name that you assign to a VSAN ID adds a layer of abstraction that allows you to globally update all servers associated with service profiles that use the named VSAN. You do not need to reconfigure the servers individually to maintain communication with the external SAN. You can create more than one named VSAN with the same VSAN ID.

In a cluster configuration, you can configure a named VSAN to be accessible only to the FC uplinks on one fabric interconnect or to the FC uplinks on both fabric interconnects. Complete the following procedure to create VSAN.

Procedure

Step 1

Click the SAN tab.

Step 2

Right-click the VSANs and select create VSAN.

Step 3

Configure the following to complete the VSAN configuration: a) Enter a name for the VSAN.

b) Enter the VSAN interaction with Interconnect fabric(s).

c) Enter a VSAN ID.

d) Enter the FCoE VLAN.

Associate VSAN with an FC Uplink Port

After you create a VSAN, you must associate it with a physical FC interface. Complete the following procedure to associate VSAN with an FC uplink port.

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Configure Customer Instance for Network Infrastructure

Configure UCS SAN

Procedure

Step 1

Click the Equipment tab.

Step 2

Open the target FC port and select the desired VSAN from the drop-down list

Step 3

Click Ok and save the changes.

Create WWNN Pools

A World Wide Node Name (WWNN) pool is one of two pools used by the FC vHBAs in the UCS. You can create separate pools for WWNNs assigned to the server and World Wide Port Names (WWPNs) assigned to the vHBA. The pool assigns WWNNs to servers. If you include a WWNN pool in a service profile, the associated server is assigned a WWNN from that pool.

Procedure

Step 1

Click the SAN tab.

Step 2

Choose Pools, select WWNN pools and expand it.

Step 3

Choose WWNN Pool node-default

Step 4

Right-click the Create WWN Block.

Step 5

Enter the pool size and click OK.

Create WWPN Pools

A WWPN is the second type of pool used by Fibre Channel vHBAs in the UCS. WWPN pool assigns WWPNs to the vHBAs. If a pool of WWPNs is included in a service profile, the associated server is assigned a WWPN from that pool.

Procedure

Step 1

Click the SAN tab.

Step 2

Choose Pools, select WWPN pools and expand it.

Step 3

Choose WWPN Pool node-default.

Step 4

Right-click Create WWPN Block.

Step 5

Enter the pool size and click OK.

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Configure Customer Instance for Network Infrastructure

Configure UCS B Series Blade Server

Configure UCS B Series Blade Server

Cisco UCS Manager uses service profiles to provision servers and their I/O properties. Server, network, and storage administrators creates the service profiles and stores in the Cisco UCS 6100 Series fabric interconnects.

Service profiles are centrally managed and stored in a database on the fabric interconnect.

Service profile provides the following services:

• Service profiles are the central concept of Cisco UCS and thus each service profile ensures that the associated server hardware is configured to support the applications that it hosts.

• The service profile maintains the server hardware configurations, interfaces, fabric connectivity, and server, and network identity. This information is stored in a format that you can manage through Cisco

UCS Manager.

Service profile provides the following advantages:

• Simplifies the creation of service profiles and ensures consistent policies within the system for a given service or application as service profile templates are used. This approach makes easy to configure one server or 320 servers with thousands of virtual machines, decoupling scale from complexity.

• Reduces the number of manual steps that need to be taken, helping reduce the chance for human error, improving consistency, and reducing server and network deployment times.

• Dissociates hardware specific attributes from the design. If a specific server in the deployment is replaced, the service profile associated with the old server is applied to the newly installed server allowing for near seamless replacement of hardware if needed.

Configure MDS

Configure the following MDS to place the UCS server blade vHBAs and SAN Port World Wide Name

(PWWN) under the same zone and activate the zoneset.

Configure MDS-A, on page 287

Configure MDS-B, on page 288

Configure MDS-A

The CLI configuration for MDS-A is as follows: fcalias name scale-esxi-c5b1-vHBA0 vsan 600 member pwwn 20:00:00:25:b5:02:13:7e fcalias name cx4-480-spb-b0 vsan 600 member pwwn 50:06:01:68:46:e0:1b:e0 fcalias name cx4-480-spa-a1 vsan 600 member pwwn 50:06:01:61:46:e0:1b:e0 zone name zone33 vsan 600 member fcalias cx4-480-spb-b0 member fcalias cx4-480-spa-a1 member fcalias scale-esxi-c5b1-vHBA0 zoneset name scale_zoneset vsan 600

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Configure SAN

member zone33 zoneset activate name scale_zoneset vsan 600

Configure MDS-B

The CLI configuration for MDS-B is as follows: fcalias name scale-esxi-c5b1-vHBA1 vsan 700 member pwwn 20:00:00:25:b5:02:13:6e fcalias name cx4-480-spa-a0 vsan 700 member pwwn 50:06:01:60:46:e0:1b:e0 fcalias name cx4-480-spb-b1 vsan 700 member pwwn 50:06:01:69:46:e0:1b:e0 zone name zone33 vsan 700 member fcalias cx4-480-spa-a0 member fcalias cx4-480-spb-b1 member fcalias scale-esxi-c5b1-vHBA1 zoneset name scale_zoneset vsan 700 member zone33 zoneset activate name scale_zoneset vsan 700

Configure SAN

Complete the following procedure to configure SAN.

Procedure

Step 1

Create Logical Unit Numbers (LUN) for boot (recommended to use the lowest LUN number, and make sure the LUN number for shared storage are higher than the ones used for boot), 8GB should be sufficient.

Step 2

Register the hosts. Navigate to Storage System Connectivity Status and register each unknown vHBA.

Step 3

Configure the following to create a storage group: a) Create a storage group b) Add LUN c) Add Hosts

ESX Boot from SAN

Complete the following procedures to configure for booting from SAN:

Configure UCS B Series Blade Server, on page 289

View Multilayer Director Switch, on page 289

Configure SAN on Storage Device, on page 289

Install ESX, on page 290

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Configure UCS B Series Blade Server

Configure UCS B Series Blade Server

Complete the following procedure to configure the UCS.

Procedure

Step 1

Log in to the UCS Manager.

Step 2

Click the Servers tab and choose the service profile that corresponds to the server for configuring the boot from SAN.

Step 3

Click the Servers tab. Choose Policies > Boot Policies to create a boot policy with SAN storage parameters.

Step 4

Assign this boot policy to the service profile of the server and click OK.

Step 5

Click Yes in the dialog box Modify Boot Policy.

The server reboots after saving the boot policy.

View Multilayer Director Switch

Complete the following procedure to view the Multilayer Director Switch (MDS).

Procedure

Step 1

Log in into your MDS (Telnet or SSH).

Step 2

Enter the login ID and password.

Step 3

Enter the following command and press Enter:

show flogi database

You should see a port name for each interface.

Step 4

Match the port name in the database with the name listed in the UCS Manager under the HBA WWPN.

Note

If you do not find the matching port in the database, you need to select a valid VSAN in the UCS

Manager.

Configure SAN on Storage Device

Complete the following procedure to configure the SAN on the storage device.

Procedure

Step 1

Verify that the WWPN number and WWNN number of the host are visible in SAN.

The WWPN and WWNN in SAN should match with the numbers in UCS Manager.

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Install ESX

Step 2

Configure a LUN on SAN for the server to boot (use 20 GB to 50 GB).

Step 3

Create a storage group in SAN. Add the specific host to this storage group for access.

The host ID of the LUN associated to the host should be same as the LUN ID used on the boot policy in UCS

Manager (usually 0).

Install ESX

Complete the following procedure to install the ESX.

Procedure

Step 1

Choose Virtual Media, click Add Image and browse to the path and select ESXi iso image.

Step 2

Click Open.

Step 3

Check the check box Mapped. Server boots from the ISO image.

Step 4

Access the KVM console of the server from UCS Manager and edit the boot order in the BIOS to the new

SAN configuration.

Step 5

Install ESXi on the LUN.

It should now reboot and come up booting from the SAN.

Step 6

Reuse the boot policy on all servers that needs to boot from SAN.

Step 7

If you install ESXi on the local disk, make sure to remove the disks or clear the ESXi data on them.

Add ESX Host to vCenter

Complete the following procedure to add hosts to vCenter.

Procedure

Step 1

Add hosts using the vSphere client, using the Add Host Wizard. Enter the IP address of the host and the username/password of the ESXi server, which was configured when the ESXi software was loaded on the host.

Step 2

Assign a license to the Host.

Step 3

Review the options you have selected and click then Finish to add the Host

What to Do Next

After you add a host, confirm by navigating to the Home > Inventory > Hosts.

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Deploy Nexus 1000v

VMware vSphere provisions Nexus 1000V platform using and the Nexus 1000V Installer App. The following sections describe how to prepare and install the Cisco Nexus 1000V software.

Cisco Nexus 1000V Installer App Prerequisites , on page 291

Installing the VSM Software using Cisco Nexus 1000V Installer App , on page 292

Installing the VEM Software Using the Cisco Nexus 1000V Installer App , on page 295

Configure Cisco Nexus, on page 297

Cisco Nexus 1000V Installer App Prerequisites

Note

The Installation Application requires you to satisfy all the prerequisites.

If you migrate the host and adapters from the VMware vSwitch to the Cisco Nexus 1000V DVS:

• The host must have one or more physical NICs on each VMware vSwitch in use

• The VMware vSwitch must not have any active VMs

• To prevent a disruption in connectivity during migration, any VMs that share a VMware vSwitch with port groups used by the VSM must be powered off

• Make sure no VEMs were previously installed on the host where the VSM resides

• You must have administrative credentials for the vCenter Server

• The java.exe file must be located within the search path defined in your system

The ESX or ESXi hosts to be used for the Cisco Nexus 1000V have the following prerequisites:

• You have already installed and prepared the vCenter Server for host management using the instructions from VMware

• You have already installed the VMware Enterprise Plus license on the hosts

• The host must have one or more physical NICs on each VMware vSwitch that is being used

• All VEM hosts must be running ESX/ESXi 5.1 or later releases

• You have installed the appropriate vCenter Server and VMware Update Manager (VUM) versions

• When you perform any VUM operation on hosts that are a part of a cluster, ensure that VMware HA,

VMware fault tolerance (FT), and VMware distributed power management (DPM) features are disabled for the entire cluster. Otherwise, VUM cannot install the hosts in the cluster

• If the hosts are in ESXi stateless mode, then enable the Pxe Booted ESXi host settings available under

Home > Solutions and Applications > Update Manager > Configuration > ESXi host/cluster

• You have a copy of your VMware documentation available for installing software on a host

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Installing the VSM Software using Cisco Nexus 1000V Installer App

Installing the VSM Software using Cisco Nexus 1000V Installer App

Before You Begin

• You should have the following information:

â—¦Control VLAN ID

â—¦Packet VLAN ID

â—¦Management VLAN ID

â—¦Domain ID

â—¦Management IP address

â—¦Subnet mask

â—¦Gateway IP address

â—¦SVS datacenter name

â—¦Control, packet, and management port groups

â—¦Management VLAN ID of ESXi hosts

• You have the JDK version 1.6 or later installed on the host running the Cisco Nexus 1000V Installer

App.

Procedure

Step 1

Download the Cisco Nexus 1000V file (Nexus1000v.4.2.1.SV2.2.1.zip) on to the local machine and unzip the file.

Step 2

Double-click the application file ( Nexus1000V-install_CNX.jar) or at the command-line interface, navigate to %Nexus%\VSM\Installer_App folder and enter the following command to start the Cisco Nexus 1000V

Installer App: java -jar Nexus1000V-install_CNX.jar

Step 3

Click the Cisco Nexus 1000V Complete Installation radio button.

Step 4

Click the Custom radio button.

Step 5

After reading the prerequisites, click Next.

Step 6

In the vCenter Server Credentials screen, do the following: a) Enter the following vCenter credentials:

• IP Address

• Port (https only)

Note

This field is prepopulated but can be modified.

• User ID

• Password

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b) Click Next.

Step 7

In the Custom Configuration Data screen, click the Browse button for the Host 1 (Primary VSM's Host)

IP Address / Name field.

Step 8

In the Host 1 Selection vCenter Inventory screen, do the following: a) Choose the host for the primary VSM.

b) Click Select Host.

The Host 1 IP Address / Name and Data Store fields are populated. If needed Data Center can be changed by clicking the Browse button and select another Data Center.

Step 9

In the Host 1 vSwitch Custom Configuration Data screen, click the Browse button for the Host 1 vSwitch field.

Step 10 In the 1 vSwitch Selection screen, do the following: a) Choose a vSwitch.

b) Click Select.

The Host 1 vSwitch field is populate.

Step 11 The Host 2 IP Address Custom Configuration Data screen, click the Browse button for the Host 2 IP

Address / Name field.

Step 12 In the Host 2 Selection vCenter Inventory screen, do the following: a) Choose the host for the secondary VSM.

b) Click Select Host.

The Host 2 IP Address / Name and Data Store fields are populated. If needed Data Center can be changed by clicking the Browse button and select another Data Center.

Step 13 In the Host 2 vSwitch Custom Configuration Data screen, click the Browse button for the Host 2 vSwitch field.

Step 14 In the Host 2 vSwitch Selection screen, do the following: a) Choose a vSwitch.

b) Click Select.

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The Host 2 Switch Custom Configuration Data screen, click the Browse button for Host 2 vSwitch field.

Step 15 In the Switch Name text box, enter the Switch Name (can be any meaningful name)

Step 16 In the Admin Password text box, enter the VSM Admin Password.

Step 17 In the Confirm Admin Password text box, enter the Admin Password

Step 18 In the Virtual Machine Name text box, enter the Virtual Machine Name (can be any meaningful name).

Step 19 In the OVA Image Location text box, click the Browse button and go to location in Step 1 and select OVA file (nexus-1000v.4.2.1 SV2.2.1 ova) under VSM\Install folder.

Step 20 In the Layer 2 / Layer 3 Connectivity radio buttons, select the Layer L3 radio button (The layer three mode is selected by default).

Step 21 In the VSM IP Address text box, enter the VSM IP Address.

Step 22 In the Subnet Mask text box, enter the Subnet Mask.

Step 23 In the Gateway IP Address text box, enter the Gateway IP Address.

Step 24 In the Domain ID text box, enter the Domain ID.

Step 25 Check the Enable Telnet check box, if you want to enable Telnet (By default, only SSH is enabled)

Step 26 In the Data Center Name text box, click the Browse button for the Data Center Name and choose Data

Center from the list.

Step 27 Click the Browse button for the Control Port Group Port Group Name

Step 28 In the Make a Selection screen, do the following: a) Choose a VlanID.

b) Click Select.

Step 29 For the Control Port Group a) Choose the Choose Existing radio button.

b) For the Port Group Name, click the Browse button and select VLANID.

Step 30 For the Management Port Group a) Choose the Choose Existing radio button.

b) For the Port Group Name, click the Browse button and select VLANID.

Step 31 In the Management VLAN text box, enter the Management VLAN ID.

Step 32 In the Migrate Host(s) to DVS radio buttons, select Yes.

Step 33 Click Save Configuration button if you want to save the settings to a configuration file.

Step 34 Click Next.

Step 35 In the Custom Configuration Review screen, do the following: a) Validate the input.

b) Click Next.

The Custom Configuration Review Installation Progress screen opens. when the installation completes, the Confirmation screen opens.

Step 36 In the Custom Cofirmation screen, do one of the following: a) Click Yes, if you want to add more modules and continue the next step.

b) Click No, if you don't want to add more modules and proceed with the steps as prompted to complete the process.

Step 37 In the Confirmation screen, complete the tasks as follows: a) Do one of the following:

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• Click Install VIB to install VIBs on this host.

• Click Install VIB and add module to Nexus 1000V to install VIBS on this host and move them to the Cisco Nexus 1000V.

b) In the Management VLAN text box, enter the Mangement VLAN ID c) Click Next and the Host Selection screen opens.

Step 38 In the Host Selection screen, do the following: a) Choose the hosts you want to add.

b) Click Next.

Step 39 In the Host Review screen, do the following: a) Review the entries.

b) Click Finish.

Step 40 In the Custom Summary screen, click Close.

Installing the VEM Software Using the Cisco Nexus 1000V Installer App

• When the Cisco Nexus 1000V Installer App installs VEMs, it migrates all VEM kernels and their corresponding vmnics across vSwitches to the Cisco Nexus 1000V VEMs

• If a particular VEM is capable of hosting VSMs, the network administrator must manually allow a control VLAN in the uplink port profile of VEMs in Layer 3 deployment mode for VSM HA communication

Before You Begin

You should have the following information:

• vCenter IP address

• vCenter user ID

• vCenter password

• VSM IP address

• VSM password

Note

The hosts that will be installed as VEMs should not have any Cisco Nexus 1000V vSphere Installation

Bundle (VIB) files. Uninstall any Cisco Nexus 1000V VIBs before starting the Cisco Nexus 1000V

Installer App.

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Procedure

Step 1

Double-click the application file (Nexus1000V-install_CNX.jar) or at the command-line interface, navigate to %Nexus%\VSM\Installer_App folder and enter the following command to start the Cisco Nexus 1000V

Installer App: java -jar Nexus1000V-install_CNX.jar.

Step 2

In the Cisco Nexus 1000V Installer App screen, click the Virtual Ethernet Module Installation radio button.

Step 3

After reading the prerequisites, click Next.

Step 4

In the VEM Enter vCenter Credentials screen, do the following: a) Enter the following vCenter Credentials:

• IP address

• Port (https only)

Note

This field is prepopulated but can be modified.

User ID (for a vCenter user with administrator-level privileges)

Password (for a vCenter user with administrator-level privileges) b) Click Next.

Step 5

In the Enter VSM IP & Credentials screen, do the following: a) Enter the following Credentials:

• VSM IP address

• VSM Password b) Click Next.

Step 6

In the Confirmation screen, do one the following: a) Do one of the following:

• Click Install VIB to install VIBs on this host

• Click Install VIB and add module to Nexus 1000V to install VIBS on this host and move them to the Cisco Nexus 1000V.

b) In the Management VLAN text box, enter the Management VLAN ID.

c) Click the Next button and the Hosts Selection screen opens.

Step 7

In the Host Selection screen, do the following: a) Choose the hosts you want to add.

b) Click Next.

Step 8

In the Host Review screen, do the following: a) Review the entries.

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b) Click Finish.

Step 9

In the Custom Summary screen, click Close.

Configure Cisco Nexus

Complete the following procedure to configure the Cisco Nexus 1000V switch for Cisco HCS for Contact

Center.

Note

Complete all configuration steps in enable > configuration terminal mode.

Procedure

Step 1

Configure the Nexus port profile uplink: port-profile type ethernet n1kv-uplink0 vmware port-group switchport mode trunk switchport trunk allowed vlan <vlan ID's> channel-group auto mode on mac-pinning no shutdown system vlan <vlan ID> # Customer specific native vlan ID identified in the switch state enabled

Step 2

Configure the public VM port profiles: port-profile type vethernet Visible-VLAN vmware port-group switchport mode access switchport access vlan <vlan ID> # Customer specific public vlan ID defined in the switch no shutdown state enabled

Step 3

Configure the private VM port profiles: port-profile type vethernet Private-VLAN vmware port-group switchport mode access switchport access vlan <vlan ID> # Customer specific private vlan ID defined in the switch no shutdown state enabled

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Add Second Customer Instance in Single Blade for 500 Agent Deployment

Add Second Customer Instance in Single Blade for 500 Agent

Deployment

Perform the following procedure to add a second customer instance for a single blade in a 500 agent deployment model.

Procedure

Step 1

Create new Data Stores (if needed) and associate the corresponding LUNs.

Step 2

Create and configure a new VLAN on UCS Manager: a) Log in to UCS Manager console and click LAN.

b) Navigate to Create VLANs.

c) Enter the following VLAN Details:

• Name

• ID

• Fabric and Sharing type d) Click Servers tab and select VNIC.

e) Select Ethernet and click Modify VLANs.

f) Verify the VLANs that you want to associate with a particular server.

Step 3

Enter the following commands in the Nexus prompt to configure Nexus to add one more VLAN:

config t

vlan <VLAN ID>

no shut

end

Step 4

Refer to Configure Cisco Nexus section to add one more Public & Private VM port profiles. For more information, see

Configure Cisco Nexus, on page 297

.

Step 5

Configure the following details to associate the second 500-agent virtual machines with the new VLAN: a) Log in to the Vcenter Server using VMware Infrastructure Client.

b) Select a VM.

c) Select Edit Settings.

d) Select Network Adapters.

e) Select the newly created VM port profile from the list.

f) Click OK.

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C H A P T E R

8

Clone and OS Customization

Clone and OS Customization Process, page 299

Automated Cloning and OS Customization, page 300

Manual Cloning and OS Customization, page 314

Clone and OS Customization Process

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Automated Cloning and OS Customization

Automated Cloning and OS Customization

For automation software and download information see,

Automation Software, on page 50

Automated Cloning and OS Customization Using Golden Templates , on page 300

Automated Cloning and OS Customization Using OVF , on page 306

Automated Cloning and OS Customization Using Golden Templates

Ensure that required software is downloaded for Automated Cloning. For more information see,

Automation

Software, on page 50

.

Sequence

1

2

3

4

Task

Download Golden Template

Automation Tool, on page 300

Complete Automation

Spreadsheet, on page 301

Run Automation Script, on page

303

OS Customization Process, on

page 304

Done

Download Golden Template Automation Tool

Golden Template Tool is required for automated cloning of Golden Templates and deploying the customized

Virtual machines in a customer instance. Download and extract the Golden Template Tool to the root of the

C: drive on your system. You can browse the automation scripts using VMware vSphere PowerCLI.

The extracted content includes the following:

• The automation spreadsheets, which is the interface to the scripts.

• The scripts folder that contains five scripts. The deployVM.PS1 file is the primary automation script, which calls the other four scripts.

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• The Archive, Log, OVF, PlatformConfigRepository, and Report folders are empty until you run the automation script for export.

Figure 62: Download Automation Tool

After you run the script for the first time:

Archive holds the prior versions of the automation spreadsheet, saved with a date and a time stamp.

Log holds all the log files saved with a date and a time stamp.

OVF, when the tool runs the Export operation, a sub folder is created for each virtual machine. The folders take their names from the GOLDEN_TEMPLATE_NAME cells in the spreadsheet. These folders are used to import the virtual machines to the customer ESXi host.

PlatformConfigRepository is populated with three subfolders that holds XML files generated as part of the golden template process.

Report holds all automation reports, saved with a date and a time stamp.

Complete Automation Spreadsheet

Fill the information provided in the table to complete the automation spreadsheet for cloning process. Deploy

VM automation script requires this information to clone the virtual machines to the customer instance. See

Automation Tool Spreadsheet, on page 790

for Automation Spreadsheet column description.

The table describes the values of each virtual server and associated properties:

Column

CREATEVM

CUSTOMIZATION

OPERATION

SOURCE_HOST_IP

SOURCE_DATASTORE_NAME

Domain-based VM

YES

YES

10.10.0.10

Datastore-A0

Workgroup-based VM VOS-based VM

YES

YES

YES

YES

10.10.0.10

Datastore-A0

10.10.0.10

Datastore-A0

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Column

SOURCE_VMNAME

GOLDEN_TEMPLATE_NAME

NEW_VM_NAME

DEST_HOST_IP

DEST_DATASTORE_NAME

PRODUCT_VERSION

COMPUTER_NAME

WORK_GROUP

WORK_GROUP_NAME

DOMAIN_NAME

Domain-based VM

TIME_ZONE_LINUX_AREA

TIMEZONE_LINUX_LOCATION

TIME_ZONE_WINDOWS

DOMAIN_USER

DOMAIN_PASSWORD

PRODUCT_KEY

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

DNS_ALTERNATE_NIC1

IP_ADDRESS_NIC2

192.168.10.10

Workgroup-based VM VOS-based VM

GT-Rogger

CCE-RGR-SIDE-A

10.10.1.10

Datastore-A1

GT-CVP-Server

CVP-SVR-SIDE-A

10.10.1.11

Datastore-A3

GT-CUCM

UCM-SUB-SIDE-A

10.10.1.12

Datastore-A6

10.0.1

UCM-SUB-SIDE-A CCE-RGR-SIDE-A

NO

CVP-SVR-SIDE-A

YES

WORKGROUP

HCSCC.COM

HCSCC.COM

(Optional)

America

Los Angeles

(GMT-08:00)

HCSCC\administrator

(GMT-08:00)

••••••••

XXXX-XXXX-XXXX-XXXX XXXX-XXXX-XXXX-XXXX

HCS

CISCO

HCS

CISCO CISCO

HCS

San Jose

CA

USA

10.81.254.131

2

10.10.10.10

255.255.255.0

10.10.10.1

10.10.10.3

1

10.10.10.20

255.255.255.0

10.10.10.1

10.10.10.3

1

10.10.10.30

255.255.255.0

10.10.10.1

10.10.10.3

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Column

SUB_NET_MASK_NIC2

DEFAULT_GATEWAY_NIC2

DNS_IP_NIC2

DNS_ALTERNATE_NIC2

VM_NETWORK

Domain-based VM

255.255.255.0

192.168.10.1

192.168.10.3

Workgroup-based VM VOS-based VM

Run Automation Script

Before You Begin

Download and install VMware vSphere PowerCLI 5.0 on the client computer.

http://downloads.vmware.com/ d/details/pcli50/dHRAYnQlKmpiZHAlJQ

Note

Ensure WinImage (32-bit) is installed in the following location:

C:\Program Files (x86)\WinImage

Note

If you import any of the VOS VMs and have an unlicensed copy of WinImage, displays the popup for each VOS platform. Click OK to continue the import process.

Procedure

Command or Action Purpose

Step 1

Sign in as an administrator and open VMware

vSphere PowerCLI

(32-bit) application.

Step 2

Enter the

get-executionPolicy

command to determine the restricted execution policy.

Step 3

If the policy is restricted, enter

set-executionPolicy

command. At the

Supply Values prompt, enter

Change the execution policy to run unsigned scripts on your local computer and signed scripts from other users.

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Command or Action Purpose

Unrestricted, then enter Y.

Step 4

Enter the CD <

GoldenTemplate directory> command.

Step 5

Run the automation script using the following syntax:

Syntax: Example:

<Path to the script> <Path of the spreadsheet> <vCenter

IP / Hostname> <vCenter

User> <Password to connect to vCenter>

.\scripts\DeployVM.PS1

C:\GoldenTemplate\GoldenTemplate_VMDataSheet.xls

testvCenter testuser testpassword

This starts the script that parses and validates the data, creates entries in the GoldenTemplate directory. Displays the completion percentage on the screen and generates the Status Report in the Report folder.

Figure 63: Status Report of Golden Template Tool

What to Do Next

Click the Log File link to debug error conditions and to consult Cisco Support.

OS Customization Process

Sequence

Windows Customization Process

Task

1

Validate Network Adapter Settings and Power On, on page 305

Done

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Sequence

2

Task

Edit Registry Settings and Restart

VM, on page 305

Done

VOS Customization Process

1

2

3

Configure DNS Server, on page

437

Configure Host in DNS Server ,

on page 438

Validate Network Adapter Settings and Power On, on page 305

Validate Network Adapter Settings and Power On

Perform this procedure for all Windows VMs.

Procedure

Step 1

Select the Virtual Machine in the vSphere client. Right-click the VM and choose Edit settings.

Step 2

On the Hardware tab, select each Network adapter. Make sure that Connect at power on in the Device Status group is checked:

Step 3

Power on the virtual machine.

Important

Do not press Ctrl-Alt-Delete. If you press Ctrl-Alt-Delete after powering on, the customization does not take effect. You must complete it manually. For more information see, http:// docwiki.cisco.com/wiki/Recover_from_Pressing_Ctrl-Alt-Del_During_Power-On .

Step 4

Wait for the VM to restart and to apply customization. This can take five to ten minutes.

Edit Registry Settings and Restart VM

Perform this procedure for all Windows VMs.

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Procedure

Step 1

Select Start > All Programs > Administrative Tools > Computer Management.

Step 2

On the left panel, expand Computer Management (Local) > System Tools > Local Users and Groups >

Users.

Step 3

On the right panel, right-click the administrator and select Set Password.

Step 4

Click Proceed at the warning message, then enter the new password.

Step 5

Click OK.

Step 6

Access the Registry Editor (Start > Run > regedit).

Step 7

Select HKEY_LOCAL_MACHINE > SOFTWARE > Microsoft > Windows NT > Current Version >

Winlogon.

a) Set AutoAdminLogon to 0.

b) Remove these keys if they exist: DefaultDomainName and DefaultUserName.

Step 8

Restart the machine. If the machine is in the domain, log in to the domain.

Step 9

Enter NET TIME /DOMAIN:<domain> command to synchronize time with the domain controller.

Automated Cloning and OS Customization Using OVF

Sequence

1

2

3

4

5

6

7

8

Task

Download Golden Template

Automation Tool, on page 300

Complete Automation Spreadsheet for Export, on page 307

Run Automation Script for Export

, on page 307

Done

Transport to Desired Location, on

page 308

Ensure Readiness of the Location,

on page 309

Complete the Spreadsheet for

Import, on page 309

Run Automation Script for Import,

on page 312

OS Customization Process, on

page 304

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Complete Automation Spreadsheet for Export

Prerequisite:

Before the Export process, ensure that the VM has only one Network Adapter to export.

When you complete the automation spreadsheet to export, fill only the columns so that the export automation script creates export OVFs in the OVF subfolder of the GoldenTemplate directory.

Table 49: Required Columns for Automation Spreadsheet for Export

Column

CREATEVM

OPERATION

Description

Select NO to skip VM creation.

Example

NO

Select ExportServer to specify the operation you are performing with the script.

ExportServer

SOURCE_HOST_IP xx.xx.xxx.xxx

SOURCE_DATASTORE_NAME The name of the Datastore defined in VMware.

datastore1(3)

SOURCE_VMNAME

The IP address of the physical server hosting the VM to be exported.

The name of the VM that will be exported cannot contain spaces or special characters. Maximum of 32 characters.

CallServerSideA

GOLDEN_TEMPLATE_NAME New Name for the Exported VM cannot contain spaces or special characters. Maximum of 32 characters.

My CallServer

Leave all the other columns blank.

Run Automation Script for Export

The export script processes the data in the export spreadsheet and validates that the required fields are present in the correct format.

The script creates a folder from which you can import the OVF at the desired location.

Note

Run the script from the GoldenTemplate directory.

Before You Begin

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Download and then install VMware vSphere PowerCLI 5.0 on the client computer from which the automation scripts will be run.

http://downloads.vmware.com/d/details/pcli50/dHRAYnQlKmpiZHAlJQ

Procedure

1

Launch VMware vSphere PowerCLI (32-Bit) as administrator.

2

Enter get-executionPolicy command to determine whether the Restricted Execution policy is in effect or is unrestricted.

3

If the policy is restricted, enter set-executionPolicy command. At the Supply Values prompt, enter

"Unrestricted" and 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

4

Enter cd < GoldenTemplate directory> command.

5

Enter the command to run the automation script using the following syntax:

Example: Syntax:

<Path to the script> <Path of the

spreadsheet> <vCenter IP / Hostname>

<vCenter User> <Password to connect to

vCenter>

.\scripts\DeployVM.PS1

C:\GoldenTemplate\GoldenTemplate_VMDataSheet.xls

testvCenter testuser testpassword

This starts a script that parses the data, validates the data, and creates entries in the OVF folder in the

GoldenTemplate directory.

If the script runs successfully, it takes several hours to complete.

If there are errors, the script fails but keeps running. The errors display on the screen and are stored in the log file.

Completion of the script generates a status report in the Report folder. The status report has a link to the Log file. Refer this file to debug error conditions and to consult with Cisco Support.

Figure 64: Status Report of Golden Template Tool

Transport to Desired Location

After the successful completion of export process, the OVF files can be transferred to any desired location.

You can also transfer the GoldenTemplate directory to a USB device.

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Note

In that case, you would complete the import spreadsheet and run the import script from the USB drive.

Ensure Readiness of the Location

Before completing the import spreadsheet and running the import script, the environment must be set up with the following:

• the ESXihost or vCenter

• the datastores

Complete the Spreadsheet for Import

To complete the automation spreadsheet for import, use the information provided in the table below. The import automation script requires this information to import the virtual machines to the desired ESXi host.

The table describes the values of each virtual server and associated properties.

Table 50: Complete Automation Spreadsheet Columns for Import

Column

CREATEVM

OPERATION

CUSTOMIZATION

Description

Select YES to create a VM.

Select NO to create a template.

Example

YES

Select ImportServer.

ImportServer

Select YES to apply values in the spreadsheet to the imported server.

YES

Select NO if you do not have the values at the time you complete the spreadsheet.

If you do have the values but set to

NO, the values will not be applied.

Leave Blank SOURCE_HOST_IP Leave Blank

SOURCE_DATASTORE_NAME Leave Blank

SOURCE_VMNAME Leave blank.

GOLDEN_TEMPLATE_NAME Enter the name of the exported golden template that is in OVF

Subfolder.

Leave Blank

Leave blank.

GTCS-1A

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Column

NEW_VM_NAME

DEST_HOST_IP

DEST_DATASTORE_NAME

PRODUCT_VERSION

COMPUTER_NAME

WORK_GROUP

WORK_GROUP_NAME

Description Example

The name for the new VM. Should not contain spaces or special characters. Maximum of 32 characters.

CallServerSideA

The IP address or the DNS name of the ESXi Host for the new VM.

xx.xx.xxx.xxx

The name of the Datastore for the new VM.

datastore2(1)

Currently this field is applicable only for VOS Product

?? 10.0(x)?

The NET BIOS name for the new computer. Maximum 15-characters.

Do not use special characters.

Demo-CallSrvA

Dropdown:

YES adds the VM to a WorkGroup and enables

WORK_GROUP_NAME.

NO

NO adds the VM to a domain and enables DOMAIN_NAME,

DOMAIN_USER, and

DOMAIN_PASSWORD.

Enter the Workgroup name. Used only if WORK_GROUP is set to

YES.

NA

DOMAIN_NAME Enter the Domain name. Used only if WORK_GROUP is set to NO xx.xx.xxx.xxx

America TIME_ZONE_LINUX_AREA Drop-down selection of the timezone area to be set Unified

CM. For the United States of

America, select America.

TIME_ZONE_LINUX_LOCATION Drop-down selection of the timezone location to be set for

Unified CM, CUIC, or Finesse.

Eastern

TIME_ZONE_WINDOWS Drop-down selection of the timezone to be set for the Unified

CVP and Unified CCE VMs.

(GMT-05:00) Eastern Time (US &

Canada)

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Column

DOMAIN_USER

DOMAIN_PASSWORD

PRODUCT_KEY

OWNER_NAME

ORGANIZATION_NAME

Description

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.

Example

DOMAIN\Username

(Optional)

The password for the package123 domain user. Enabled only if

WORK_GROUP is set to NO.

package123

The valid Windows OS product key in the format xxxxx-xxxxx-xxxxx-xxxxx-xxxxx.

ZZZM2-Y330L-HH123-99Y1B-GJ20B

LabAdmin The full name of the owner.

Administrator and Guest are not allowable names.

This is a mandatory field for

OS_TYPE Windows 2012.

The Organization name to be set for Unified CM, CUIC,

MediaSense or Finesse.

MyName

ORGANIZATION_UNIT The Organization unit to be set for

Unified CM, CUIC, MediaSense or Finesse.

MyUnit

ORGANIZATION_LOCATION The Organization location to be set for Unified CM, CUIC,

MediaSense or Finesse.

MyCity

ORGANIZATION_STATE

ORGANIZATION_COUNTRY

NTP_SERVER

The Organization state to be set for

Unified CM, CUIC, MediaSense or Finesse.

MyState

Drop-down selection of the

Organization Country to be set for

Unified CM, CUIC, or Finesse.

United States of America

Drop-down selection of the

Organization Country to be set for

Unified CM, CUIC, MediaSense or Finesse.

The IP Address of the NTP server.

xx.xx.xxx.xxx

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Column

NIC_NUM

IP_ADDRESS_NIC1

SUB_NET_MASK_NIC1

DEFAULT_GATEWAY_NIC1

DNS_IP_NIC1

IP_ADDRESS_NIC2

SUB_NET_MASK_NIC2

DNS_IP_NIC2

DNS_ALTERNATE_NIC2

VM_NETWORK

Description Example

Values in the field are pre-populated based on VM_TYPE field and are protected. Values are

“1” or “2”.

2

A valid IPv4 address for NIC 1.

Valid only if the value in the

NIC_NUM fields is 1.

xx.xx.xxx.xxx

A valid subnet mask (IPv4 address) for NIC 1.

xx.xx.xxx.xxx

xx.xx.xxx.xxx

A valid Default gateway (IPv4 address) for NIC1.

A valid IPv4 address for the primary DNS for NIC1.

xx.xx.xxx.xxx

A valid IPv4 address for NIC 2.

Valid only if the value in the

NIC_NUM fields is 2.

xx.xx.xxx.xxx

A valid subnet mask (IPv4 address) for NIC 2. For Unified CCE VMs only.

255.255.255.255

A valid IPv4 address for the primary DNS for NIC2. For

Unified CCE VMs only.

xx.xx.xxx.xxx

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. (Optional) xx.xx.xxx.xxx

A valid Network adapter settings VLAN2

Run Automation Script for Import

The script imports the OVF files and converts them to templates, so that the spreadsheet values can be applied to the virtual machines.

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Note

If you import any of the VOS VMs and have an un-licensed copy of WinImage, you will see one pop-up dialog for each VOS platform. Click OK to continue the import process.

Procedure

1

Launch VMware vSphere PowerCLI (32-Bit) as administrator

2

Enter get-executionPolicy command to determine whether the Restricted Execution policy is in effect or is unrestricted.

3

If the policy is restricted, enter set-executionPolicy command. At the Supply Values prompt, enter "

Unrestricted " and 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

4

Enter cd < GoldenTemplate directory> command.

5

Enter the command to run the automation script using the following syntax:

Example: Syntax:

<Path to the script> <Path of the

spreadsheet> <vCenter IP / Hostname>

<vCenter User> <Password to connect

to vCenter>

.\scripts\DeployVM.PS1

C:\GoldenTemplate\GoldenTemplate_VMDataSheet.xls

testvCenter testuser testpassword

This starts a script that parses the data, validates data, and deploys virtual machine with OS level customization from the OVF folder in the GoldenTemplate directory. Updates on the screen show the percentage completed.

If the script runs successfully, it typically completes in several hours.

If there are errors, the script fails but, keeps running. The errors display on the screen and are stored in the log file.

Completion of the script generates a status report in the Report folder. The status report has a link to the Log file. Refer this file to debug the error conditions and to consult with Cisco Support.

Figure 65: Status Report of Golden Template Tool

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Create Customization File for Windows Based Components, on page 314

Deploy Virtual Machine from the Golden Template, on page 315

Generate Answer File for VOS Product Virtual Machines, on page 315

Copy Answer Files to Virtual Machines, on page 316

Create Customization File for Windows Based Components

Complete the following procedure to create the customization file for windows based components .

Procedure

Step 1

In VMware vSphere Client, choose View > Management > Customization Specification Manager.

Step 2

Click New.

Step 3

On the New Customization Specification page, complete the new customization specification: a) From the Target Virtual Machine OS menu, choose Windows.

b) Under the Customization Specification Information, enter a name for the specification and an optional description and click Next.

Step 4

On the Registration Information page, specify the registration information for this copy of the guest operating system. Enter the virtual machine owner's name and organization and click Next.

Step 5

On the Computer Name page, click the most appropriate computer name option that identifies this virtual machine on the network.

Step 6

On the Windows License page, specify the Windows licensing information for this copy of the guest operating system: a) Enter your product volume license key.

b) Check Include Server License information (required to customize a server guest operating system).

c) Click Per server to specify the server license mode. Enter 5 as the maximum number of connections you want the server to accept. Click Next.

Step 7

On the Administrator Password page, enter a password for the administrator account and confirm the password by reentering it. Click Next.

Step 8

On the Time Zone page, choose the time zone for the virtual machine and click Next.

Step 9

On the Run Once page, click Next.

Step 10 On the Network page, choose the type of network settings to apply to the guest operating system and click

Next: a) Typical settings allow the vCenter server to configure all network interfaces from a DHCP server.

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b) Custom settings require you to manually configure the network settings.

Step 11 On the Workgroup or Domain page, click Windows Server Domain and enter the destination domain, the username, and the password for a user account that has permission to add a computer to the specified domain.

Step 12 On the Operating System Options page, check Generate New Security ID (SID) to generate a new security identity and click Next.

Step 13 On the Ready to complete page, review your Customization File Summary, and then click Finish.

Deploy Virtual Machine from the Golden Template

Complete the following procedure to deploy the virtual machine from the golden template. Use the deployment checklists to record the hosts, IP addresses, and SAN locations for your deployment.

Procedure

Step 1

Right-click the template and choose Deploy Virtual Machine from this template.

Step 2

Enter a virtual machine name, choose a location, and click Next.

Step 3

On the Host/Cluster page, specify the host on which you want to store the template. Make sure that the host/cluster is valid. Click Next.

Step 4

Click Advanced. Specify a valid datastore for the virtual machine that complies with the Cisco HCS for

Contact Center component you deploy.

Step 5

Click Next.

Step 6

Make sure that the data store RAID levels for the component that you install comply with conditions specified in the table of SAN Configuration for your deployment model.

Step 7

Click Thick provisioned Lazy Zeroed to allocate a fixed amount of storage space to the virtual disk. Click

Next.

Step 8

Click Customize using an existing customization specification and click Next.

Step 9

Select the customization file created in the Customization File for the Template.

Step 10 Review the settings for the new virtual machine. Click Finish.

Generate Answer File for VOS Product Virtual Machines

Complete the following procedure to generate an answer file for VOS product Virtual machines.

Procedure

Step 1

Open the link http://www.cisco.com/web/cuc_afg/index.html

.

Step 2

Configure the following cluster-wide parameters: a) Under Hardware, select Virtual Machine for Primary Node Installed On.

b) Under Product, select the product name and the product version.

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c) Under Administrator credentials, enter the administrator username and password, and confirm the password.

d) Under Security Password, enter a password and confirm password.

e) Under the Application user credentials, enter the application username, password, and confirm the password.

Cisco suggests that you use the same System Application or Administrator credentials for all nodes.

f) Under Certificate information, enter the organization name, unit, location, state, and country for the Unified

CM and Unified Intelligence Center.

g) Under SMTP, check the box Configure SMTP host and enter the SMTP location.

Step 3

Configure the following primary node parameters: a) Under NIC Interface Settings, check the check box Use Auto Negotiation.

Note

Do not change the MTU settings.

b) Under Network Information, enter the IP address, hostname ,IP mask, and gateway information.

Do not select the option Use DHCP for IP Address Resolution.

c) Under DNS, select the option Configure Client DNS, and enter Primary DNS IP and DNS name.

d) Under Timezone, select the option Use Primary Time Zone Settings.

e) Under Network Time Protocol, check Use Network Time Protocol and enter the IP address, NTP server name, or NTP Server Pool name for at least one external NTP server.

Step 4

Configure the following secondary node parameters: a) Under NIC Interface Settings, check the check box Use Auto Negotiation.

Note

Do not change the MTU settings.

b) Under Network Information, enter the IP address, hostname, IP mask, and gateway information.

Do not select the option Use DHCP for IP Address Resolution.

c) Under DNS, select the option Configure Client DNS, and enter primary DNS IP and DNS name.

d) Under Timezone, check Use Primary Time Zone Settings check box.

e) Under List of Secondary Nodes, click Add Secondary Node.

Step 5

Click Generate Answer files & License MAC to download the answer file for publisher and first subscriber.

Note

For Unified CM, where an answer file for a second subscriber is required, close and open the answer file generator web page and enter the details for the publisher and second subscriber. Download the answer file for the second subscriber only, because you already downloaded the publisher file along with the first subscriber.

Step 6

Perform steps given in section for mounting the answer files to VM. See

Copy Answer Files to Virtual

Machines, on page 316

Copy Answer Files to Virtual Machines

Golden Template automation tool generates answer files for unattended installations. Individual answer files get copied to the C:\GoldenTemplateTool_lO\PlatformConfigRepository directory. These answer files are then converted to a floppy diskette file format and are used in addition to your VOS product DVD during the installation process.

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Before You Begin

Download and then install WinImage 8.5 on the client computer from which the automation scripts will be run.

http://winimage.com/download.htm

Procedure

Step 1

Copy the generated Answer file to the folder and rename it to platformConfig.xml

Example:

Copy CUCM_PUB_SideA_platformConfig.xml to other location and rename it to platformConfig.xml

Step 2

Launch WinImage and select File > New > 1.44 MB and click OK

Step 3

Drag and drop platformConfig.xml into WinImage

Step 4

When prompted to inject the file, click Yes.

Step 5

Select File > Save As

Step 6

From the Save as type list, choose Virtual floppy image. Provide the file name as platformConfig.flp and click Save

Step 7

Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed

Step 8

Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse

Datastore, create a folder named <Product_Node>

Example:

CUCM_PUB .

Step 9

Upload the platformConfig.flp file to the folder <Product_Node>.

Example:

CUCM_PUB .

Step 10 Navigate to the <Product_Node> Virtual Machine(Ex; CUCM_PUB_SideA). Right-click and choose Edit

Settings

Step 11 On the Hardware tab, click Floppy drive 1, choose the radio button Use The Existing Floppy Image in

Datastore.

Step 12 Mount the platformConfig.flp from the <Product_Node> folder (Ex: CUCM_PUB) on the data store and click OK

Step 13 Ensure that the Device status shows Connect at Power On checked for the Network adapter and for the

Floppy drive and click OK.

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9

Configure Customer Instance

Create a Customer Instance for the 500 Agents Deployment Model, page 319

Create a Customer Instance for the1000 Agent Deployment Model, page 402

Create a Customer Instance for the 4000 Agent Deployment Model, page 403

Create Customer Instance for Small Contact Center Agent Deployment Model, page 424

Create Customer Instance for 12000 Agent Deployment Model, page 438

Create a Customer Instance for the 500 Agents Deployment

Model

Follow this sequence of tasks to create a customer instance to deploy 500-agents for Cisco Hosted Collaboration

Solution for Contact Center.

Table 51: Create customer instance for 500 agent deployment of Cisco HCS for Contact Center

6

7

4

5

2

3

Sequence

1

Task

Upgrade VMware Tools, on page 320

Set Up Virtual Machine Startup and Shutdown, on page 320

Create a Domain Controller Server, on page 321

Done?

Configure Cisco Unified CCE Call Server, on page 323

Configure Unified CCE Data Server, on page 338

Configure Unified CVP, on page 347

Configure Cisco IOS Enterprise Voice Gateway, on page

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Upgrade VMware Tools

Sequence Task

8

Configure Unified Communications Manager, on page 375

Done?

9

Configure Unified Intelligence Center with Live Data, on

page 380

10

Configure Cisco Finesse, on page 392

Upgrade VMware Tools

Procedure

Step 1

Right-click on the VM. Select Guest > Install / Upgrade VMware tools.

Step 2

Wait for the popup window (this may take time) and accept the default Automatic Tools Upgrade.

Step 3

Click OK.

Step 4

Restart, only if you are prompted.

Note

VMWare Tools should be installed in all

VMs

Set Up Virtual Machine Startup and Shutdown

Procedure

Step 1

Select a virtual machine from the VMware vSphere Client.

Step 2

Click the Configuration tab.

Step 3

Click the Virtual Machine Startup/Shutdown link.

Step 4

Click Properties.

Step 5

In the Virtual Machine Startup and Shutdown dialog box, check Allow virtual machines to start and

stop automatically with the system.

Step 6

Use the Move Up and Move Down buttons to rearrange the virtual machines under Automatic Startup in the following order:

500 and 1000 Agent Deployment:

• Cisco Unified CCE Database Servers

• Cisco Unified CCE Call Servers

• Cisco Unified CVP Servers

• Cisco Finesse Servers

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• Cisco Unified Intelligence Center

• Cisco Unified Communication Manager

• Cisco Unified CVP Reporting Server

• Cisco Unified CVP OAMP Server

Other HCS Deployments:

• Cisco Unified CCE Central Controller Servers

• Cisco Unified CCE Administration and Data Servers

• Cisco Unified CCE PG Servers

• Cisco Unified CVP Servers

• Cisco Finesse Servers

• Cisco Unified Intelligence Center

• Cisco Unified Communication Manager

• Cisco Unified CVP Reporting Server

• Cisco Unified CVP OAMP Server

Step 7

Click OK.

Create a Domain Controller Server

Create a Virtual Machine for the Domain Controller, on page 322

Install Microsoft Windows Server, on page 322

Install the Antivirus Software, on page 322

Configure a DNS Server, on page 322

Set Up the Domain Controller, on page 322

Create Two-Way Forest Trust, on page 323

Create a Domain Controller Server

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Create a Virtual Machine for the Domain Controller

Procedure

Step 1

See,

Set Up Virtual Machine Startup and Shutdown, on page 320

and create a new virtual machine from vCenter.

Step 2

On the Name and Location page, provide a name for the Domain Controller.

Step 3

In the Disk format field, choose the Thick Provisioned format.

Step 4

Enter the virtual machine specifications as specified in

Table 37: Domain Controller Minimum Requirements,

on page 167 .

Install Microsoft Windows Server

To install Microsoft Windows Server 2012 R2 Standard Edition, see

Install Microsoft Windows Server 2012

R2 Standard Edition, on page 252

.

Install the Antivirus Software

For third-party applications installation, see

Install Antivirus Software, on page 253

.

Configure a DNS Server

To configuring a DNS server, see

Configure DNS Server, on page 437

.

Set Up the Domain Controller

Complete the following procedure to set up the domain controller.

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Procedure

Step 1

Select Start > Run and enter dcpromo.exe.

Step 2

Click Next to launch the Active Directory Domain Services Wizard.

Step 3

In the Operating System Compatibility page, click Next.

Step 4

In the Choose Deployment Configuration page, click Create a new domain in a new forest radio button and click Next.

Step 5

In the Name the Forest Root Domain page, enter the fully qualified domain name (FQDN) and click Next.

Step 6

In the Set Forest Functional Level page, choose Windows Server 2008 R2 from the drop-down list and click Next.

Step 7

In the Additional Domain Controller Options page, choose DNS Server and click Next.

Step 8

In the Location for Database, Log Files, and SYSVOL page, select the default folders and click Next.

Step 9

Enter the password that meets the criteria detailed on the Directory Services Restore Mode Administrator

Password page and click Next.

Step 10 Click Next.

Step 11 Click Finish and restart Windows.

Create Two-Way Forest Trust

To create two-way forest trust between Unified CCE and CCDM, see

Establish Two-Way Forest Trust, on

page 456 .

Configure Cisco Unified CCE Call Server

This table lists the configuration procedures that you must perform for sides A and B of Unified CCE Call

Server.

Sequence

1

Task

Configure Network Cards, on page 338

Done?

4

5

6

2

3

7

8

Verify the Machine in Domain, on page 334

Configure the Domain Manager, on page 324

Configure Unified CCE Encryption Utility, on page 340

Configure the Unified CCE Router, on page 405

Configure a Generic Peripheral Gateway, on page 325

Configure CTI Server, on page 329

Configure Media Routing Peripheral Gateway, on page 330

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11

12

Sequence

9

Task

Configure CTI OS Server, on page 332

10

Install JTAPI, on page 333

Verify Cisco Diagnostic Framework Portico, on page 346

Cisco SNMP Setup, on page 334

Done?

Configure the Domain Manager

This procedure creates a organizational unit (Cisco_ICM, facility,instance) from any of the Unified CCE Call

Servers.

Note

• The domain manager is a one-time configuration. You do not need to configure the domain manager for side B

• For Small Contact Center agent deployment model, follow the below procedure to create OU structure for the Agent PG in sub customer domain similar to the service provider (UCCE) domain

• Skip the below procedure if you want to install Agent PG in the service provider (UCCE) domain

Procedure

Step 1

Go to Start > All Programs > Cisco Unified CCE Tools > Domain Manager.

Step 2

Log in as a user who has permissions to create organizational units (OUs) in the domain.

Step 3

In the section on the left, expand the domain.

Step 4

Add the Cisco root as Cisco_ICM : a) Under the Cisco root, click Add.

b) Select the OUs under which you want to create the Cisco root OU and click OK.

When you return to the Domain Manager dialog box, the Cisco root OU appears either at the domain root or under the OU that you selected. You can now add the facility.

Step 5

Add the facility organizational unit (OU): a) Select the Cisco root OU under which you want to create the Facility OU.

b) In the right section, under Facility, click Add.

c) Enter the name for the Facilityand click OK.

Step 6

Add the Instance OU: a) Navigate to and select the Facility OU under which you want to create the Instance OU.

b) In the right section, under Instance, click Add.

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c) Enter the instance name and click OK.

Step 7

Click Close.

Configure a Generic Peripheral Gateway

In CCE, the Generic Peripheral Gateway is called the Agent Peripheral Gateway.

Add a Generic PG

Procedure

Step 1

Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

In the Instance Components section, click Add.

Step 3

In the Component Selection dialog box, choose Peripheral Gateway.

Step 4

In the Peripheral Gateway Properties dialog box, do the following: a) Check Production mode.

b) Check Auto start system startup.

c) Check Duplexed Peripheral Gateway.

d) In the PG node Properties ID field, choose PG1.

e) Select the appropriate side (Side A or Side B).

f) Under the Client Type section, add CUCM and VRU to the selected types.

g) Click Next.

Add PIM1(Unified Communications Manager PIM)

To add Peripheral Interface Manager (PIM1) as the Unified Communication Manager PIM, do the following:

Procedure

Step 1

In the Peripheral Interface Manager section of the Peripheral Gateway Component Properties dialog box, click Add.

Step 2

Select CUCM and PIM1 and click OK.

Step 3

Check Enabled.

Step 4

In the Peripheral Name field, enter CM.

Step 5

In the Peripheral ID field, enter 5000.

Step 6

In the Agent Extension Length field, enter the extension length for this deployment.

Step 7

In the Unified Communications Manager Parameters section, do the following: a) In the Service field, enter the hostname of the Unified Communications Manager Subscriber.

b) In the User ID field, enter pguser.

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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.

Note

Unified Communication Domain Manager sets the default password as "pguser", during Unified

Communication Manager integration.

Add PIM2 (First VRU PIM)

To add the PIM2 as the first Voice Response Unit (VRU) PIM, do the following:

Procedure

Step 1

In the Peripheral Interface Manager section of the Peripheral Gateway Component Properties dialog box, click Add.

Step 2

Select the Client Type of VRU and PIM2, then click OK.

Step 3

Check Enabled.

Step 4

In the Peripheral Name field, enter CVP1.

Step 5

In the Peripheral ID field, enter 5001.

Step 6

In the VRU Hostname field, enter the hostname of CVP1 (Side A).

Step 7

In the VRU Connect Port field, enter 5000.

Step 8

In the Reconnect interval (sec) field, enter 10.

Step 9

In the Heartbeat interval (sec) field, enter 5.

Step 10 In the DSCP field and choose CS3(24).

Step 11 Click OK.

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Add PIM3 (Second VRU PIM)

Procedure

Step 1

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.

Step 2

Select Client Type of VRU and PIM3. Then click OK.

Step 3

Check Enabled.

Step 4

In the Peripheral name field, enter CVP2.

Step 5

In the Peripheral ID field, enter 5002.

Step 6

In the VRU hostname field, enter the hostname of CVP1 (Side B).

Step 7

In the VRU Connect port field, enter 5000.

Step 8

In the Reconnect interval (sec) field, enter 10.

Step 9

In the Heartbeat interval (sec) field, enter 5.

Step 10 In the DSCP field, choose CS3(24).

Step 11 Click OK .

Add PIM4 (Third VRU PIM)

Procedure

Step 1

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.

Step 2

Select Client Type of VRU and PIM4 then click OK.

Step 3

Check Enabled.

Step 4

In the Peripheral name field, enter CVP3.

Step 5

In the Peripheral ID field, enter 5003.

Step 6

In the VRU hostname field, enter the hostname of CVP2 (Side A).

Step 7

In the VRU Connect port field, enter 5000.

Step 8

In the Reconnect interval (sec) field, enter 10.

Step 9

In the Heartbeat interval (sec) field, enter 5.

Step 10 In the DSCP field, choose CS3(24).

Step 11 Click OK .

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Add PIM5 (Fourth VRU PIM)

Procedure

Step 1

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.

Step 2

Select Client Type of VRU and PIM4 then click OK.

Step 3

Check Enabled.

Step 4

In the Peripheral name field, enter CVP4.

Step 5

In the Peripheral ID field, enter 5004.

Step 6

In the VRU hostname field, enter the hostname of CVP2 (Side B).

Step 7

In the VRU Connect port field, enter 5000.

Step 8

In the Reconnect interval (sec) field, enter 10.

Step 9

In the Heartbeat interval (sec) field, enter 5.

Step 10 In the DSCP field, choose CS3(24).

Step 11 Click OK .

After Creating PIMs

Perform this task at the Peripheral Gateway Component Properties page.

Procedure

Step 1

Enter 5000 in the Logical Controller ID field.

Step 2

Enter 0 in the CTI Call Wrapup Data delay field.

Step 3

In the VRU Reporting pane, click Service Control and check Queue Reporting. Click Next to open the

Device Management Protocol Properties dialog box.

Step 4

In the Device Management Protocols Properties dialog box, complete all interface fields: a) For Side A PG:

• Select Side A Preferred.

• For Side A Properties, check Call Router is local.

• For B Properties, check Call Router is remote (WAN).

b) For Side B PG:

• Select Side B Preferred.

• For Side A Properties, check Call Router is remote (WAN).

• For Side B Properties, check Call Router is local.

c) For both Sides:

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• Accept the default in the Usable Bandwidth (kbps) field.

• Accept the default in the Heartbeat Interval (100ms) field.

d) Click Next.

Step 5

In the Peripheral Gateway Network Interfaces dialog box, complete all interface fields: a) Enter the Private and Visible network interface hostnames. For the PG and Router entries, use the same hostnames for Private and Private High, and the same hostnames for Visible and Visible High.

b) Click the QoS button in the Private Interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK.

c) Click the QoS button in the Visible Interfaces section for both the Side A and Side B PGs. In the PG

Visible Link QoS Settings, check Enable QoS, click OK.

d) Click Next.

Step 6

In the Check Setup Information dialog box, click Next.

Step 7

In the Setup Complete dialog box, click Finish.

Step 8

Click Exit Wizard.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure CTI Server

Procedure

Step 1

In the Instance Components pane of the Components Setup dialog box, click Add.

Step 2

In the Component Selection dialog box, click CTI Server.

a) Check Production mode.

b) Check Auto start at system startup.

c) Check Duplexed CTI Server.

d) Choose CG1 in the CG node properties pane ID field.

e) Enter 1 in the CG node properties ICM system ID field.

f) Click the appropriate side.

g) Click Next.

Step 3

In the Server Component Properties dialog box, configure as follows: a) For Side A, enter 42027 in the Client Connection Port Number field.

b) For Side B, enter 43027 in the Client Connection Port Number field.

Step 4

Click Next.

Step 5

In the Network Interface Properties dialog box, fill in all interface fields Then click Next .

Step 6

Enter the PG public interfaces, CG private interface, and CG visible interfaces details and 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.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

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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.

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.

You can configure these PIMs if you use those features.

Add Media Routing PG

Complete the following procedure to add the MR PG and the Multichannel PIM (PIM1) and the Outbound

PIM (PIM2). You can have one of each PIM. The Multichannel PIM can be used for either Unified WIM and

Unified EIM

Procedure

Step 1

Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the Instance Components pane, and from the Component Selection dialog box choose

Peripheral Gateway.

Step 3

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.

Step 4

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click

Add and configure PIM1 (the Multichannel PIM) with the Client Type of Media Routing.

a) Check Enabled.

b) In the Peripheral name field, enter MR.

c) In the Peripheral ID field, enter 5005.

d) In the Application Hostname (1), field, enter the hostname or the IP address of the Unified WIM and EIM services server machine or of SocialMiner.

e) In the Application Connection Port (1), field, enter the port number on the Unified WIM and EIM services server/SocialMiner machine that the PIM will use to communicate with the application. The default port is 38001.

f) In the Application Hostname (2), field, leave the field blank.

g) In the Application connection port (2), field, leave the field blank.

h) In the Heartbeat interval (sec) field, enter 5.

i) In the Reconnect interval (sec) field, enter 10.

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j) Click OK.

Step 5

Click Add and configure PIM2 (the Outbound PIM) with the client type of Media Routing as follows: a) Check Enabled.

b) In the Peripheral name field, enter MR2 or a name of your choice.

c) In the Peripheral ID field, enter 5006.

d) In the Application Hostname(1) field, enter UCCE call server side A IP.

e) The Application Connection port (1), retain the default value.

f) In the Application Hostname (2), field, enter UCCE Call server side B IP.

g) The Application Connection port (2), retain the default value.

h) In the Heartbeat interval (sec) field, enter 5.

i) In the Reconnect interval (sec) field, enter 10.

j) Click OK.

Step 6

Enter 5001 in the Logical Controller ID field.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field. Click Next.

Step 8

In the Device Management Protocol Properties dialog box, configure as follows: a) For Side A PG:

• Select Side A Preferred.

• For Side A Properties, check Call Router is local.

• For B Properties, check Call Router is remote (WAN).

b) For Side B PG:

• Select Side B Preferred.

• For Side A Properties, check Call Router is remote (WAN).

• For Side B Properties, check Call Router is local.

c) For both Sides:

• Accept the default in the Usable Bandwidth (kbps) field.

• Enter 4 in the Heartbeat Interval (100ms) field.

d) Click Next.

Step 9

In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Visible Interfaces.

This step applies only to Side A.

a) Enter the Private and Visible network interface hostnames. For the PG and Router entries, use the same hostnames for Private and Private High, and the same hostnames for Visible and Visible High.

b) Click the QoS button in the Private Interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK.

c) Click the QoS button in the Visible Interfaces section for both the Side A and Side B PGs. In the PG

Visible Link QoS Settings, check Enable QoS, click OK.

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d) Click Next.

Step 10 In the Check Setup Information dialog box, click Next.

Step 11 In the Setup Complete dialog box, click Finish.

Step 12 Click Exit Setup.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure CTI OS Server

Procedure

Step 1

Mount the CTI OS ISO image or copy the CTI OS installer to the local drive of the Unified CCE machine with an Agent PG..

Step 2

If a maintenance release for CTI OS is available, copy the maintenance release to the local drive .

Step 3

Navigate to %Home\CTIOS\Installs\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.

Step 4

Accept the Software License Agreement.

Step 5

Browse to the location for the latest Maintenance Release, if any. Click Next.

Step 6

In CTI OS Instance dialog box, click in the CTI OS Instance List pane. In the Add CTI OS Server Instance window, enter your instance name and click OK.

Note

The CTIOS Instance Name must match with ICM Instance Name, else it will not reflect in the

Diagnostics portico.

Step 7

Click Add in the CTI OS Server List pane and click OK.

Step 8

In the Enter Desktop Drive dialog box, choose drive C and click OK.

Step 9

In the CTI Server Information dialog box, enter the IP address of the Unified CCE machines where CTI Server is installed, and enter the ports for Side A (42027) and Side B (43027). Click Next.

Step 10 In the Peripheral Identifier dialog box, enter the following values and Click Next .

a) Enter the peripheral ID of respective PG.

b) Select the peripheral type as G3 for Avaya PG.

c) Choose Agent ID .

Step 11 In the Connect Information dialog box, enter Listen Port 42028 and accept all defaults and then click Next.

Step 12 In the Statistics Information dialog box, check Polling for Agent Statistics at End Call and then click Next.

Step 13 In the IPCC Silent Monitor Type dialog box, set Silent Monitor Type to CCM Based and click Next.

Step 14 In the Peer CTI OS Server dialog box, configure as follows: a) Check Duplex CTIOS Install.

b) In the Peer CTI OS Server field, set the hostname/IP address of the other CTIOS Server in the duplex configuration.

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c) In the Port field, enter 42028.

Step 15 Click Finish.

Step 16 In the Cisco CTI OS Server Security dialog box, uncheck Enable Security. Click OK.

Step 17 In the CTI OS Security dialog box, click Finish.

Step 18 When prompted to restart the computer, click Yes. If there is a Maintenance Release, its installation begins automatically.

Step 19 Follow all prompts to install the Maintenance Release, if there is one.

Step 20 When the Maintenance Release install completes, click Finish and follow the prompts to restart.

Step 21 Access Registry Editor (Run > regedit).

Step 22 Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\Ctios\CTIOS_<instance

name>\CTIOS1\Server\Agent.

Step 23 Set forceLogoutOnSessionClose to 1.

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 375

.

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.

Procedure

Step 1

Launch the Unified Communications Manager in a browser (https://{callmanager-hostname}) and log in.

Step 2

Navigate to Application > Plugins. Click Find.

Step 3

Download the Cisco JTAPI 32-bit Client for Windows.

Step 4

Install the downloaded file, accepting all of the default settings.

Step 5

At the prompt, enter the IP address for the Unified Communications Manager TFTP Server, and click Next.

Step 6

Click Finish.

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Set Local Administrator Password

Procedure

Step 1

Open Computer Management.

Step 2

In left pane, expand Local and Users Groups and select Users.

Step 3

In right pane, right-click administrator and choose Set password.

Displays Set Password for Administrator dialog box.

Step 4

Click Proceed.

Step 5

Enter New Password and Confirm Password.

Verify the Machine in Domain

For Unified CCE golden template, the Automation Tool script clones and deploys the virtual machines automatically to the destination domain. Complete the following procedure to verify if the Virtual Machine is placed in destination domain.

For small contact center deployment model Agent PG can be in customer domain instead of service provider domain.

Before You Begin

Set Local Administrator Password, on page 334

Procedure

Step 1

Log in to the Unified CCE machine.

Step 2

Navigate to Start > All Programs > Administrative Tools > Server Manager to verify if the Virtual Machine is mapped to correct domain. If the machine is not in Domain, follow the below steps.

Step 3

Click Change System Properties on Right side panel to open System Properties.

Step 4

In Computer name tab, Click Change.

Step 5

Choose Domain radio button to change the member from Workgroup to Domain.

Step 6

Enter fully qualified Domain name and Click OK.

Step 7

In Windows security pop-up, Validate the domain credentials and click OK.

Step 8

On successful authentication, Click OK.

Step 9

Reboot the server and login with domain credentials.

Cisco SNMP Setup

Complete the following procedures to configure Cisco SNMP:

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Add Cisco SNMP Agent Management Snap-In, on page 335

Save Cisco SNMP Agent Management Snap-In View, on page 335

Set Up Community Names for SNMP V1 and V2c , on page 336

Set Up SNMP User Names for SNMP V3 , on page 336

Set Up SNMP Trap Destinations , on page 337

Set Up SNMP Syslog Destinations , on page 337

Add Cisco SNMP Agent Management Snap-In

You can configure Cisco SNMP Agent Management settings using a Windows Management Console snap-in.

Complete the following procedure to add the snap-in and change Cisco SNMP Management settings.

Procedure

Step 1

From the Start menu, enter mmc.exe /32.

Step 2

From the Console, choose File > Add or Remove Snap-ins.

Step 3

In the Add or Remove Snap-ins dialog box, choose Cisco SNMP Agent Management from the list of available snap-ins. Click Add.

Step 4

In the Selected snap-ins pane, double-click Cisco SNMP Agent Management.

Step 5

In the Extentions for Cisco SNMP Agent Management dialog box, select Always enable all available

extentions. Click OK.

Step 6

In the Add/Remove Snap-in window, click OK. The Cisco SNMP Agent Management Snap-in is now loaded into the console.

Save Cisco SNMP Agent Management Snap-In View

After you load the Cisco SNMP Agent Management MMC snap-in, you can save the console view to a file with a .MSC file extension. You can launch the file directly from Administrative Tools.

Complete the following procedure to save the Cisco SNMP Agent Management snap-in view.

Procedure

Step 1

Choose File > Save.

Step 2

In the Filename field, enter Cisco SNMP Agent Management.

Step 3

In the Save As type field, choose a file name to map to the administrative tools such as Microsoft Management

Console Files(*.msc).

Step 4

Click Save.

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Set Up Community Names for SNMP V1 and V2c

If you use SNMP v1 or v2c you must configure a community name so that Network Management Systems

(NMSs) can access the data your server provides. Use SNMP community names to authenticate data exchange of SNMP information. An NMS can exchange SNMP information only with servers that use the same community name.

Complete the following procedure to configure the community name for SNMP v1 and v2c.

Before You Begin

Ensure Cisco SNMP is added and saved using the procedures

Add Cisco SNMP Agent Management Snap-In,

on page 335 and

Save Cisco SNMP Agent Management Snap-In View, on page 335

.

Procedure

Step 1

Choose Start > All Programs > Administrative tools > Cisco SNMP Agent Management.

Step 2

Right-click Cisco SNMP Agent Management and choose Run as administrator.

Step 3

The Cisco SNMP Agent Management screen lists some of the configurations that require SNMP for traps and system logs.

Step 4

Right-click Community Names (SNMP v1/v2c) and choose Properties.

Step 5

In the Community Names (SNMP v1/v2c) Properties dialog box, click Add New Community.

Step 6

In the Community Name field, enter a community name.

Step 7

In the Host Address List, enter the host IP address.

Step 8

Click Apply and click OK.

Set Up SNMP User Names for SNMP V3

If you use SNMP v3 you must configure a user name so that NMSs can access the data your server provides.

Complete the following procedure to configure a user name for SNMP v3.

Before You Begin

Ensure Cisco SNMP is added and saved using the procedures

Add Cisco SNMP Agent Management Snap-In,

on page 335 and

Save Cisco SNMP Agent Management Snap-In View, on page 335

.

Procedure

Step 1

From the Console Root, choose Cisco SNMP Agent Management > User Names (SNMP v3) > Properties.

Step 2

Click Add New User.

Step 3

In the User Name field, enter a username.

Step 4

Click Save.

Step 5

The username appears in the Configured Users pane at the top of the dialog box.

Step 6

Click Apply and click OK.

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Set Up SNMP Trap Destinations

You can configure SNMP Trap Destinations for SNMP v1, SNMP v2c, and SNMP v3. A Trap is a notification that the SNMP agent uses to inform the NMS of a certain event.

Complete the following procedure to configure the trap destinations.

Before You Begin

Ensure Cisco SNMP is added and saved using the procedures

Add Cisco SNMP Agent Management Snap-In,

on page 335 and

Save Cisco SNMP Agent Management Snap-In View, on page 335

.

Procedure

Step 1

From the Console Root, choose Cisco SNMP Agent Management > Trap Destinations > Properties.

Step 2

Click Add Trap Entity.

Step 3

Click the SNMP version that your NMS uses.

Step 4

In the Trap Entity Name field, enter a name for the trap entity.

Step 5

Choose the User Name/Community Name that you want to associate with this trap. This list is auto-populated with existing configured users/community names.

Step 6

Enter one or more IP addresses in the IP Address entry field. Click Insert to define the destinations for the traps.

Step 7

Click Apply and click Save to save the new trap destination.

The trap entity name appears in the Trap Entities section at the top of the dialog box.

Step 8

Click OK.

Set Up SNMP Syslog Destinations

You can configure Syslog destinations for SNMP from the Cisco SNMP Agent Management Snap-in.

Complete the following procedure to configure Syslog destinations.

Procedure

Step 1

From the Console Root, choose Cisco SNMP Agent Management > Syslog Destinations > Properties.

Step 2

Choose an Instance from the list box.

Step 3

Check Enable Feed.

Step 4

Enter an IP address or host name in the Collector Address field.

Step 5

Click Save.

Step 6

Click OK and restart the logger.

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Configure Unified CCE Data Server

This section explains the configuration procedures you must perform for the Unified CCE Data Servers.

Sequence Task

1

Configure Network Cards, on page 338

Done?

2

3

Verify the Machine in Domain, on page 334

Configure Unified CCE Encryption Utility, on page 340

10

11

8

9

6

7

4

5

Configure SQL Server, on page 341

Configure Secondary Drive, on page 341

Configure the Unified CCE Logger, on page 342

Configure Administration Server and Real-Time Data

Server Components , on page 344

Load Base Configuration, on page 345

Verify Cisco Diagnostic Framework Portico, on page

346

Cisco SNMP Setup, on page 334

Final Tasks, on page 346

Configure Network Cards

Note

Do this for all the Unified Contact Center Enterprise virtual machines that have two network adapters.

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Procedure

Step 1

Navigate to Start > Control Panel > Network and Internet > Network and Sharing Center.

Step 2

Click Change adapter settings to open the Network Connections page.

Step 3

Rename the network adapter with Visible IP address configurations as Visible.

Step 4

Rename the network adapter with Private IP address configurations as Private.

Step 5

On the Network Connections page, press Alt N to display the Advanced menu.

Step 6

From the Advanced menu, select Advanced Settings.

Step 7

Under Adapters and Bindings, sort the connections so that visible is on top.

Step 8

Click OK.

Configure Private Ethernet Card

Procedure

Step 1

Right-click private and select Properties.

Step 2

Uncheck Client for Microsoft Networks.

Step 3

Uncheck File and Printer Sharing for Microsoft Networks.

Step 4

Uncheck Internet Protocol Version 6 (TCP/IPV6).

Step 5

Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.

a) Remove the IP Address for the Default Gateway.

b) Remove the IP Address for the Preferred DNS server.

c) Remove the IP Address for the Alternate DNS server.

Step 6

Click the Advanced button. Open the DNS tab. Uncheck Register this connection's addresses in DNS.

Step 7

Add an entry for the private IP address. Append a suffix such as p to the hostname for this IP, to identify it as private.

Step 8

Optional: Add another entry for the public high IP address. Append a suffix such as ph to the hostname for this IP, to identify it as public high.

Step 9

Click OK twice. Then, click Close.

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Configure Visible Ethernet Card

Procedure

Step 1

Right-click Visible and select Properties.

Step 2

Check Client for Microsoft Networks.

Step 3

Check File and Printer Sharing for Microsoft Networks.

Step 4

Uncheck Internet Protocol Version 6 (TCP/IPV6).

Step 5

Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.

Step 6

Confirm the Public IP address, Subnet mask, Default gateway and Preferred DNs server, and click

Advanced.

Step 7

On the Advanced tab, enter the high public addresses.

Step 8

On the DNS tab, in the DNS suffix for this connection field, enter the name of the local DNS zone for the server and check Register this connection's addresses in DNS.

Step 9

Optional: Add another entry for the public high IP address. Assign an unique suffix, for example, ph to the hostname for this IP, to identify it as public high.

Step 10 If the server requires access to resources in a different trusting or trusted domain or DNS zone, select Append

these DNS suffixes (in order) and enter the local DNS zone for the server first, and then add the other secondary zones that represent the trusting or trusted domain.

Step 11 Click OK twice. Then, click Close.

Configure Unified CCE Encryption Utility

Procedure

Step 1

Start All Programs > Cisco Unified CCE Tools.

Step 2

Select SSL Encryption Utility.

Step 3

Click the Certificate Administration tab.

Step 4

Click Uninstall. Select Yes.

Step 5

When the uninstallation completes, choose Install.

You see a stream of messages, ending with SSL Certificate successfully installed.

Step 6

Click Close.

What to Do Next

Create and Bind System CLI Certificate, on page 340

Create and Bind System CLI Certificate

Complete the following procedure to create and bind the system CLI certificate:

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Procedure

Step 1

Open the command prompt.

Step 2

Enter the command cd C:\icm\serviceability\diagnostics\bin and press Enter.

Step 3

Enter the command DiagFwCertMgr /task:CreateAndBindCert and press Enter.

Configure SQL Server

Procedure

Step 1

Go to Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio.

Step 2

Log in.

Step 3

Expand Security and then Logins.

Step 4

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.

Configure Secondary Drive

DO THIS FOR Virtual Machines that require an additional hard drive to archive data.

Procedure

Step 1

Open Computer Management.

Step 2

Expand Storage in the left pane, click Disk Management.

Step 3

Right-click Disk 1 and choose Online.

Step 4

Right-click Disk 1 and choose Initialize Disk.

Step 5

In Initialize Disk pop up window, under Select disks. Check Disk 1 and choose MBR (Master Boot Record) under Use the following partition style for the selected disks pane. Click OK.

Step 6

Create a new disk partition as follows: right-click the disk you just initialized, choose New Simple Volume, and run the wizard.

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Configure the Unified CCE Logger

Complete the following procedure to configure the Unified CCE Logger.

Note

Ensure that your browser is enabled.

Procedure

Step 1

Launch the Unified CCE Web Setup.

Step 2

Sign in using as domain user having local Administrator rights.

Step 3

Click Instance Management, and then click Add.

Step 4

In the Add Instance window, select Facility and Instance from the drop-down list.

Step 5

In the Instance Number field, enter 0. Click Save.

Step 6

Configure the logger database as follows: a) Select Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.

b) Navigate to Server > Instance (logger being installed).

c) Right-click the instance name and choose Create to create the logger database.

d) In the Select Component dialog box, choose the logger you are working on ( Logger A or Logger B).

Click OK.

e) At the prompt “”SQL Server is not configured properly. Do you want to configure it now?“”, click Yes.

f) On the Configure page, in the SQL Server Configurations pane, check Memory (MB) = Dynamic and

Recovery Interval = 1. Click OK.

g) On the Stop Server page, click Yes to stop the services.

h) In the Select Logger Type window, select Enterprise from the drop-down list. Click OK.

Step 7

In the Create Database window, configure the following to create the Log: a) In the DB Type field, choose the side (A or B).

b) In the Storage pane, click Add.

Step 8

In the Add Device dialog box, configure as follows: a) Click Log.

b) Choose the C drive.

c) Accept the default in the size field.

d) Click OK.

Step 9

In the Create Database dialog box, click Add.

Step 10 In the Add Device dialog box, configure as follows: a) Click Data.

b) Choose the secondary drive (typically E).

c) Accept the default in the size field.

d) Click OK.

Step 11 In the Create Database dialog box, click Create and click Start.

When you see the successful creation message, click OK and click Close.

Step 12 Configure the logger component as follows:

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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, select the Logger (A or B). Select 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.

Step 13 On the Additional Options page, configure the following and click Next: a) If an external AW-HDS-DDS exists in the deployment, then check Enable Historical/Detail Data

Replication.

b) If no external AW-HDS-DDS exists in the deployment, leave Enable Historical/Detail Data Replication unchecked.

c) Check Display Database Purge Configuration Steps.

Step 14 On the Data Retention page, modify the Database Retention Configuration table: a) For the seven following tables, set the retention period to 40 days: Application_Event, Event,

Network_Event, Route_Call_Detail, Route_Call_Variable, Termination_Call_Detail, and

Termination_Call_Variable.

b) Set the retention period for all other tables to 400 days.

Applies only for HCS 500 and 1000 agent deployment without external HDS.

c) Click Next.

Step 15 On the Data Purge page, configure purge for a time when there is low demand on the system. Click Next.

Step 16 Review the Summary page, and then click Finish.

Note

Do not start service until all ICM components are installed.

Database and Log File Size

Complete the following procedure to increase the database and log sizes.

Before You Begin

Use DB Estimator Tool to calculate database and log file size.

Alternative option is to size the database and log using the values from

Table 52: Data and Log File Size, on

page 344 . The values in the table for HCS 500 and 1000 agent deployments are sized without considering optional HDS.

Procedure

Step 1

Open SQL Server 2014 Management Studio.

Step 2

Click Connect. In the left pane, expand Databases.

Step 3

Right-click Logger database [<Instance>_<Side>] and select Properties..

Step 4

In the left pane, select Files. Ensure that Auto Growth is disabled for data and log files.

Step 5

Set the initial size of the data and log files according to DB Estimator Tool or from the following table:

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Table 52: Data and Log File Size

Database

Side A, Side B

Data size(MB)

409600

Side A, Side B

Side A, Side B

665600

122900

Log Size(MB)

1024

3072

1024

Deployment Type

500 and 12000 Agent

Deployments

1000 Agent Deployment

Other HCS Deployments

Configure Administration Server and Real-Time Data Server Components

Procedure

Step 1

Go to the Unified CCE Web Setup.

Step 2

Choose Component Management > Administration & Data Servers. Click Add.

Step 3

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.

Step 4

On the Role page, choose the option Administration Server and Real-time Data Server (AW). Click Next.

Step 5

Configure primary/secondary Administration and Data Servers connectivity, as follows:

Follow the below steps for primary: a) Select Primary Administration & Data Server option.

b) In Secondary Administration & Data Server field, enter secondary AW hostname.

c) In Primary/Secondary Pair (Site) Name field, enter primary sitename.

Follow the below steps for secondary: a) Select Secondary Administration & Data Server option.

b) In Primary Administration & Data Server field, enter primary AW hostname.

c) In Primary/Secondary Pair (Site) Name field, enter secondary sitename.

Step 6

On the Database and Options page, configure as follows: a) In the Create Database(s) on Drive field, choose C.

b) Check Configuration Management Service (CMS) Node.

c) Check Internet Script Editor (ISE) Server.

d) Click Next.

Step 7

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.

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d) For Logger Side B, enter the Data Server Side B Public hostname.

e) Enter the Central Controller Domain Name.

f) Select Central Controller Side A Preferred or Central Controller Side B Preferred, based on what side you are on.

g) Click Next.

Step 8

Review the Summary page, and then click Finish.

Note

Do not start service until all ICM components are installed.

Load Base Configuration

Complete this procedure to upload the following base configuration parameters. For more information about base configuration parameter, see

Base Configuration Parameters for 500 and 1000 Agent Deployment, on

page 768 .

1

PG Explorer

2

Network VRU Explorer

3

System Information

4

Expanded Call Variable List

5

Network VRU Script

6

Default Agent Desk Settings

7

Application Instance List

8

Media Class for Multi Channel

9

Media Routing Domain

10

Network VRU Mapping

Procedure

Step 1

Download the HCS-11.0.1-500-and-1000-Agent-Day1-Configuration.zip

file . Save it locally and unzip it.

Step 2

Download the Domain_Update_Tool.zip

file. Save it locally and unzip it.

Step 3

Copy the configuration folder to the local drive of CCE Data Server on Side A.

Step 4

Open the ICMDBA Tool on the CCE Data Server on Side A.

Step 5

Select the CCE Data Server and expand the tree to <instance name>_sideA.

Step 6

Select Data on the menu bar and click Import.

Step 7

Browse to locate the configuration folder and click Open.

Step 8

Click OK and then click Import.

Step 9

Click Start and then click OK on all messages.

Step 10 Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell.

Respond as follows:

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a) For Server name, enter the computer name of the CCE Data Server Side A.

b) For Database name, enter <instance_sideA (Logger database)>.

c) For Domain Name, enter the customer's domain name.

Step 11 Return to the ICMDBA tool. Open Data on the menu bar and click Synchronize.

a) Enter the hostname for the CCE Data Server on Side A.

b) Enter the database name as <instance name>_sideA for the source side.

c) Enter the hostname for the CCE Data Server on Side B.

d) Enter the database name as <instance name>_sideB for the target side.

e) Click Synchronize.

Step 12 Click Start and then click OK on all messages.

Verify Cisco Diagnostic Framework Portico

Do this for the Unified CCE machines.

Procedure

Step 1

Open the command prompt and enter cd C:\.

Step 2

Enter cd icm\serviceability\diagnostics\bin and press Enter.

Step 3

Enter DiagFwCertMgr /task:CreateAndBindCert /port:7890 and press Enter.

Step 4

Go to Start -> Run and enter services.msc to open the Services tool. Make sure the Cisco Diagnostic

Framework service is running. If it is not running start it.

Step 5

Open Diagnostic Framework Portico: Start > Programs > Cisco Unified CCE Tools > Diagnostic Framework

Portico. Then make sure you can log in to the Diagnostic Framework Portico using domain user credentials.

Final Tasks

Set the HCS Deployment Type, on page 346

Start Unified CCE Services, on page 347

Set the HCS Deployment Type

Procedure

Step 1

Go to Start > All Programs > Cisco Unified CCE Tools > Administration Tools > CCE Web

Administration.

Step 2

Login with user credentials.

Step 3

Set the HCS Deployment Type

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a) Click Deployment under the System tab b) Select the Deployment Type from the drop-down list.

Note

For small contact center agent deployment, select Deployment type as HCS-CC 4000 Agents c) Click Save and click Yes on the warning message.

Step 4

View the Deployment Type a) Click Home tab to view the deployment type

Step 5

View the System Validation Rules a) Click Information under the System Tab b) Click System Validation

Step 6

View the System Configuration Limits a) Click Information under the System Tab b) Click Capacity Info

Start Unified CCE Services

The Unified CCE components run as a Windows service on the host computer. You can start, stop, or cycle these services from the Unified CCE Service Control tool on the desktop.

Note

This procedure is required for activating Unified CCE services. However, you must postpone this task until you install Unified CCE components in all Virtual machines given in the deployment model.

Procedure

Step 1

On each Unified CCE Server machine, open Unified CCE Service Control.

Step 2

Select each CCE Componentin the following sequence and click Start.

1

Logger A

2

Router A

3

PG's Side A

4

Logger B

5

Router B

6

PG's Side B

7

Administration & Data Servers

Configure Unified CVP

This section explains the procedures to configure Unified CVP.

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Sequence

1

2

3

Task

Configure Unified CVP Server, on page 348

Configure Unified CVP Reporting Server, on page

351

Done?

Configure Cisco Unified CVP Operations Console,

on page 359

Configure Unified CVP Server

This section explains the procedures to configure Unified CVP Server.

Sequence

1

Task

Validate Network Card, on page 348

Done?

2

Setup Unified CVP Media Server IIS, on page 349

3

Setup FTP Server, on page 350

Validate Network Card

Procedure

Step 1

Select Start and right-click Network.

Step 2

Select Properties. Then select Change Adapter Settings.

Step 3

Right-click Local Area Connection and select Properties.

Step 4

Uncheck Internet Protocol Version 6 (TCP/IPV6).

Step 5

Check Internet Protocol Version 4 and select Properties.

Step 6

Confirm the data for Visible IP addresses, Subnet mask, Default gateway and Preferred and alternate DNS servers.

Step 7

Click OK.

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Setup Unified CVP Media Server IIS

Procedure

Step 1

Navigate to Start > Administrative Tools.

Step 2

Choose Server Manager option navigate to Manage > Add Roles and Features.

Step 3

Goto Installation Type tab, choose Role based or featue based installation option and click Next.

Step 4

On Server Selection window, select server from the list and click Next.

Step 5

Check Web Sever(IIS) check box to enable IIS and click Next.

Step 6

No additional features are necessary to install Web Adaptor, click Next.

Displays Web Server Role(IIS) tab.

Step 7

Click Next.

Displays Select Role Services tab.

Step 8

Ensure that the web server components listed below are enabled.

• Web Server

â—¦Common HTTP Features

â—¦Default Document

â—¦Static Content

â—¦Security

â—¦Request Filtering

â—¦Basic Authentication

â—¦Windows Authentication

â—¦Application development

â—¦.NET Extensibility 4.5

â—¦ASP.NET 4.5

â—¦ISAPI Extensions

â—¦ISAPI Filters

• Management Tools

â—¦IIS Management Console

â—¦IIS Management Compatibility

â—¦IIS6 Metabase Compatibility

â—¦IIS Management Scripts and tools

â—¦Management Service

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Step 9

Click Next.

Step 10 Ensure that your settings are correct and click Install.

Step 11 After installation click Close.

Setup FTP Server

Install FTP Server, on page 350

Enable FTP Server, on page 350

Configure Basic Settings for FTP Server, on page 351

Install FTP Server

Procedure

Step 1

Goto Start > Administrative Tools.

Step 2

Choose Server Manager and click Manage.

Step 3

Choose Add Roles and Features and click Next.

Step 4

Goto Installation Type tab, choose Role-based or feature-based Installation and click Next.

Step 5

Choose required server from the list and click Next.

Step 6

No additional features are necessary to install the web Adaptor and click Next.

Step 7

In Web Server Role(IIS) window click Next.

Step 8

Check FTP Server check box and click Next.

Step 9

Click Install.

Enable FTP Server

Procedure

Step 1

Goto Start > Administrative Tools.

Step 2

Choose Sever Manager and click IIS.

Step 3

Right-click on the server that you want to enable FTP server and choose Internet Information Services (IIS)

Manager option from submenu.

Step 4

Goto Connections panel: a) Expand CVP server that you want to add FTP site.

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b) Right-click on Site and choose Add FTP Site option from submenu.

Step 5

Enter FTP Site Name.

Step 6

Browse C:\Inetpub\wwwroot in Physical Path field and click Next.

Step 7

Choose IP Address of CVP from the drop-down list.

Step 8

Enter Port number.

Step 9

Check No SSL check box and click Next.

Step 10 Check Anonymus and Basic check boxes in Authentication panel.

Step 11 Choose All Users from Allow Access To drop-down list.

Step 12 Check Read and Write check boxes and click Finish.

Configure Basic Settings for FTP Server

Procedure

Step 1

Navigate to FTP server that you have created in Connections tab.

Step 2

Goto Actions tab and click Basic Settings.

Step 3

Click Connect As.

Step 4

Choose Application User (pass-through authentication) option and click OK.

Step 5

Click OK in Edit Site window.

Configure Unified CVP Reporting Server

Note

• There is one Unified CVP Reporting Server for 500 & 1000 agent deployment.

• There are two Unified CVP Reporting Servers for other agent deployments.

3

4

5

This table lists the procedures to configure Unified CVP reporting server.

Sequence Task Done?

1

2

Validate Network Card, on page 348

Configure Secondary Drive, on page 341

Install Unified CVP Reporting Server, on page 263

Unified CVP Reporting Users, on page 352

Create Data Source and Import Report Templates, on page

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Unified CVP Reporting Users

Create Reporting Users

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:

• 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.

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

Procedure

Step 1

Log in to the Cisco Unified Intelligence Center Administration Console

(http://{hostname}/oamp)

.

Step 2

Navigate to Admin User Management > Admin User Management to open the Users page.

Step 3

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 at http://www.cisco.com/en/US/products/ps9755/prod_maintenance_guides_list.html

or the Administration console online help.

Step 4

Click Save.

Configure Active Directory Server

Fields on the Active Directory tab configure the Active Directory server to authenticate reporting users as they log in to the Unified Intelligence Center Web application.

You must configure Active Directory for the Unified ICM/CC supervisors so that they can sign in as Unified

Intelligence Center Reporting users.

Note

Cisco Unified Intelligence Center uses LDAP V2 which does not support all Unicode characters that are used in the first name or surname of LDAP users.

Active Directory is not used to authenticate Administration Super Users. These Super Users can only be authenticated through the local database. The first Super User is added during installation. All other Super

Users are added through the Admin User Management interface, and their credentials are encrypted into the local database.

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To navigate to this page, choose Cluster Configuration > Reporting Configuration and select the Active

Directory tab.

Table 53: Fields on This Tab

Field Description

Host Address and Port for Primary

Active Directory Server

Provide the Host name or IP address and the port of the Primary Active

Directory server.

The port defaults to 389.

Host Name and Port for Redundant

Active Directory Server

Provide the Host name or IP address and the port of the Redundant

Active Directory server.

The port defaults to 389.

Use SSL

Manager Distinguished Name

Check these boxes if you want the connection from the Unified device to the Active Directory connection to be encrypted with SSL while doing authentication.

Enter the Manager Distinguished Name used to login to the Active

Directory server, for example, on a default installation of Microsoft

AD:

CN=Administrator, CN=users, DC=MYSERVER, DC=COM

. Replace

MYSERVER and COM with your respective hostname.

Note

If users other than the LDAP administrator, is configured as

Manager Distinguished Name in the OAMP LDAP configurations, they should have the following rights:

1

User search permissions on the domain.

2

Read access to the user objects and their attributes.

3

Read access to the base DN

4

Permission to bind to LDAP.

Manager Password

Confirm Manager Password

User Search Base

Enter the Active Directory manager password.

Confirm the Active Directory manager password.

Specify the user search base. For example, on a default installation of

Microsoft AD,

CN=users, DC=MYSERVER, DC=COM

, replace MYSERVER and COM with your respective hostname.

Note

This example assumes you placed the users in the USERS subtree of AD. If you created a new organizational unit within your subtree, then the syntax would be:

OU=MYUSERS,

DC=MYSERVER, DC=COM

. Note that it is "OU=MYUSERS" instead of "CN=MYUSERS".

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Field

Attribute for User ID

Description

Whenever a user logs in, Unified Intelligence Center searches for that user in the LDAP (Lightweight Directory Access Protocol) using the login attribute specified in the LDAP configuration. After the user is found, the full DNS of the user is extracted and used for authenticating the user.

The login attribute specified in the LDAP configuration will be the property against which LDAP search is issued to find the matching username. If you do not know which attribute to use, use

sAMAccountName, which is the default Microsoft username attribute.

Different organizations settle on different LDAP attributes to identify the user name across the organization, depending on the tools used to administer LDAP within their organizations. This attribute allows you to customize the login depending on the attribute used. Even a custom attribute can be specified using this dialog.

sAMAccountName indicates the user attribute to search the user for is the userPrincipalName. sAMAccountName contains just the short user name. For example, jDoe for the user John Doe.

userPrincipalName indicates the user attribute to search the user for is the userPrincipalName. This attribute contains user name in the email format, in the form [email protected]. Therefore this entire string becomes the user name and not just user. Therefore when this attribute is selected this entire form of username has to be typed in as the username in the login box.

Custom User Attribute allows you to specify the attribute used for searching the user in LDAP.

Note

Custom User attributes are not validated and are used as is.

Ensure that the correct case and attribute name are used.

Contact your Active Directory Administrator for the correct attribute to use.

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Field

UserName Identifiers

Description

Users are stored in Unified Intelligence Center in the format <UserName

Identifier>\<username>

The UserName Identifiers are used to identify the different kinds of users within Unified Intelligence Center. For example, local, LDAP, user-synced user, users from different LDAP domains and so on.

The username identifier has to be first declared for use in this page before it can be used. When LDAP is configured at least one identifier must be configured and set as default so that LDAP users can be identified in the system.

When userPrincipalName are used as the LDAP attribute for searching users in the domain, valid formats for username has to be supplied in the form of @company.com. Unlike sAMAccountName any identifier cannot be configured. Only existing identifiers as configured in the

LDAP Active Directory userPrincipalName attribute should be configured here. Users are created as company\user.

UserSychronization brings in users in format <syncdomain>\username and collections will have users in the same format. It is therefore required that these users login to Unified Intelligence Center using the syncdomain\user syntax. To enable please add syncdomain or

@syncdomain.com (if you are using userPrincipalName) to the list of valid identifiers.

The maximum allowed length of a UserName identifier is 128 characters.

set Default. (UserName Identifier) Default identifiers allows users to login without typing the full domain identifier (<domain>\user) or the userPrincipalName suffixes to usernames (user <@company.com>) on the Login page.

It can be set by choosing one of the Identifiers from the list box and by clicking the Set Default button.

Users who need to use any other identifier can still login by typing their full identifier in the login box. For example, domain2\user or netbiosname\user, provided those identifiers have already been configured.

Test Connection button Click to test the connection to the primary and secondary LDAP servers and display the connection status.

Save saves the configuration information you entered for the active directory. Clicking Save does not

validate the configuration.

Refresh rolls back all changes since the last save and reloads the values set during the last save.

The UserName Identifier list box is pre-populated with the UserName Identifiers after upgrade to 9.0 release from 8.x releases based on the list of user names stored in the Unified Intelligence Center database. The most frequently occurring identifier in the list of user name is auto-selected as the default.

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Note

You cannot save LDAP configuration unless you choose a default Identifier from the UserName Identifiers list box and clicking the Set Default button.

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.

Perform the following procedure to sign in to the Unified Intelligence Center reporting interface.

Procedure

Step 1

Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).

Step 2

Navigate to Control Center > Device Control.

Step 3

Click on the name of the Member node you want to access. This opens the Cisco Unified Intelligence Center login page for that member.

Step 4

Enter your user ID and password. The Overview page appears.

What to Do Next

Create Data Source and Import Report Templates

Sequence Task

1

2

Create Data Source for Cisco Unified CVP Report Data,

on page 356

Obtain Cisco Unified CVP Report Templates , on page

358

3

Import Unified CVP Report Templates and Set Data

Source, on page 358

Done?

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.

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Procedure

Step 1

Log in to the Unified Intelligence Center at https://<hostname of CUIC

Publisher>:8444/cuic

.

Step 2

Select the Data Sources drawer to open the Data Sources page.

Step 3

Click Create to open an Add Data Source window.

Step 4

Complete fields on this page as follows:

Field Value

Name

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.

Description

Type

Database Host

Port

Database Name

Instance

Enter a description for this data source.

Choose Informix.

Note

Type is disabled in Edit mode.

Enter the IP address or Domain Name System (DNS) name for the Unified CVP Reporting server.

Enter the port number. Typically, the port is 1526.

Enter the name of the reporting database on the Unified CVP reporting server.

Specify the instance name of the desired database. By default, this is cvp.

Timezone

Database User ID

Password and Confirm Password

Choose the correct time zone for the data stored in the database. In locations that change from Standard Time to

Daylight Savings Time, this time zone is updated automatically.

Enter the user ID of the Reporting User who is configured in the Operations Console to access the Unified CVP reporting database.

(The cvp_dbuser account is created automatically during

Unified CVP Reporting server installation.)

Enter and confirm the password for the database user.

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Field

Charset

Default Permissions

Value

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

Click Test Connection.

If the status is not Online, review the error message to determine the cause and edit the data source accordingly.

Step 6

Click Save to close the Add Data Source window.

Note

If CVP Call Back Reports have to be imported on the standard data source (cvp_data), the import fails with a message “Import could not be completed: Query validation failed against the selected

data source.

To correct this issue, create a separate data source pointing to the callback database instead of the cvp_data database.

The new data source appears on the Data Sources list.

Obtain Cisco Unified CVP Report Templates

Who can obtain import Unified CVP report templates: any user in your organization.

The Unified CVP reporting template XML files are installed with Unified CVP. Locate them and copy them to a Cisco Unified Intelligence Center client workstation.

Perform the following procedure to obtain import Unified CVP report templates.

Procedure

Step 1

In the Unified CVP server, locate the Unified CVP template files. These are XML files that reside on the reporting server in %CVP_HOME%\CVP_Reporting_Templates. You can also find them in the Installation directory \Downloads and Samples\Reporting Templates.

Step 2

Choose the files and copy them to the client computer from where you can launch the Unified Intelligence

Center Reporting web application.

Import Unified CVP Report Templates and Set Data Source

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.

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Procedure

Step 1

Launch the Unified Intelligence Center web application using the

URL http://<HOST ADDRESS>:8444/cuic

Step 2

Enter your User Name and Password.

This opens the Overview page.

Step 3

ClickReports.

Step 4

Right-click the top Reports folder and select Create Sub-Category.

Step 5

Name the new sub-category as a container for Unified CVP reports. Click OK.

Step 6

Click Import Reports.

Step 7

Browse to the location where you copied the Unified CVP Reporting templates files.

Step 8

Select a report.

This populates the File Name with the full path for the report.

Step 9

Click Import.

Step 10 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.

Step 11 Save to the Unified CVP sub-category folder you created in Step 5.

Step 12 Click Import.

Step 13 Repeat for the callback templates.

Configure Cisco Unified CVP Operations Console

9

10

11

12

13

5

6

7

8

3

4

1

2

Sequence Task

Validate Network Card, on page 348

Enable Unified CVP Operations Console, on page 360

Configure Unified CVP Call Server Component, on page 360

Configure Unified CVP VXML Server Component, on page 361

Configure Unified CVP Reporting Server, on page 361

Configure Unified CVP Media Server, on page 362

Install Unified CVP licenses, on page 363

Configure Gateways, on page 363

Done?

Add Unified CCE Devices, on page 365

Add Unified Communications Manager Devices, on page 365

Add Unified Intelligence Center Devices , on page 366

Transfer Scripts and Media Files, on page 364

Configure SNMP, on page 364

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Sequence Task

14

15

Configure SIP Server Group, on page 366

Configure Dialed Number Patterns, on page 367

Done?

Enable Unified CVP Operations Console

Complete the following procedure on the Unified CVP OAMP server to enable the Unified CVP Operations

Console.

Procedure

Step 1

Go to Start > Run and type services.msc.

Step 2

Check that Cisco CVP OPSConsoleServer service is running. If it is not, right-click that service and click

Start.

Step 3

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 Component

Procedure

Step 1

On the Unified CVP OAMP server, go to Start > All Programs > Cisco Unified Customer Voice Portal.

Step 2

Click Operations Console and log in.

Step 3

Navigate to Device Management > Unified CVP Call Server.

Step 4

Click Add New.

Step 5

On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM,

IVR, and SIP. Click Next.

Step 6

Click the ICM tab. For each of the Cisco Unified CVP Call Servers, retain the default port of 5000 for the

VRU Connection Port.

Step 7

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.

Step 8

Click the Device Pool tab. Make sure the default device pool is selected.

Step 9

(Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as follows: a) Enter the IP address or the hostname of the syslog server.

Example:

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Prime server b) Enter 514 for the port number of the syslog server.

c) Enter the name of the backup server to which the reporting server writes log messages.

d) In the Backup server port number field, enter the port number of the backup syslog server.

Step 10 Click Save & Deploy.

Step 11 Repeat this procedure for the remaining Unified CVP Call Servers.

Configure Unified CVP VXML Server Component

Complete the following procedure to configure the VXML Server component for the Cisco Unified CVP

Servers.

Note

• There is one Unified CVP server on Side A and one Unified CVP server on Side B for the 500 agent deployment

• There are two Unified CVP servers on Side A and two Unified CVP servers on Side B for the 1000 agent deployment

• There are eight Unified CVP servers on Side A and eight Unified CVP servers on Side B for 4000 agent deployment and small contact center agent deployment

• There are twenty four Unified CVP servers on Side A and twenty four Unified CVP servers on Side

B for the 12000 agent deployment

Procedure

Step 1

In the Unified CVP Operations console, navigate to Device Management > Unified CVP VXML Server.

Step 2

Click Add New.

Step 3

On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server.

Step 4

Configure the primary and backup CVP Call Servers.

Step 5

Click the Configuration tab. In the Enable reporting for this CVP VXML Server field, click Yes to optionally enable reporting. If you do not want to enable reporting, click No.

Step 6

Click the Device Pool tab. Make sure the default device pool is selected. If prompted to restart the primary and secondary call servers, click No. Do not restart at this time.

Step 7

Click Save & Deploy.

Step 8

Repeat this procedure for all CVP Servers.

Configure Unified CVP Reporting Server

Complete the following procedure to configure the Unified CVP Reporting Server component in the Operations

Console.

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Note

To load balance to the CVP reporting server, there are 2 CVP reporting servers deployed, one on each side. When a customer has 2 reporting servers, he should configure CVP Reporting server Side A and associate all the side A CVP call servers, and for Side B reporting server, associate all the CVP call servers belongs to side B, this is because each CVP call server and each VXML server can be associated with only one reporting server. Be aware that the reports cannot span multiple Informix databases. Side A call servers reports only of side A reporting server and side B call servers reports only of side B reporting server.

If the customer chooses to have a single CVP reporting server, he should associate all the call servers to the single reporting server. During temporary database outages, messages are buffered to file and are inserted into the database after the database comes back on line. The amount of time that messages can be buffered depends on the system.

Procedure

Step 1

In the CVP Operations Console, navigate to Device Management > Unified CVP Reporting Server.

Step 2

Click Add New.

Step 3

On the General tab, configure the following: a) Enter the IP address.

b) Enter the hostname.

c) Select all associated Unified CVP Call Servers Available.

Step 4

Configure the following on the Infrastructure tab: a) Accept the default Maximum Threads, Statistics Aggregation Interval, and Log File Properties settings.

b) Enter the IP address or the hostname of the Syslog server to which the reporting server sends syslog events.

Example:

Prime server c) Enter 514 for the Syslog server port number.

d) Enter the IP address or the hostname of the optional Backup server to which the reporting server sends syslog events.

e) Enter the optional Backup server port number.

Step 5

Click Save & Deploy.

Step 6

Repeat Steps 1 through 5 for all CVP Reporting Servers.

Configure Unified CVP Media Server

Procedure

Step 1

In the CVP Operations Console, navigate to Device Management > Media Server.

Step 2

Click Add New.

Step 3

On the General tab, configure the following.

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a) Enter the IP address and the hostname of the Unified CVP server.

b) Check FTP Enabled.

c) Either Check Anonymous Access or enter the credentials.

d) Click Test SignIn to validate the FTP access.

Step 4

Click Save.

Step 5

Repeat Step 1 through 4 for all Media Servers.

Step 6

After you configure all Media Servers, click Deploy.

Step 7

Click Deployment Status to make sure that you applied the configuration.

Step 8

In the CVP Operations Console, navigate to Device Management > Media Server.

Step 9

Change Default Media Server from None to any one of the Unified CVP servers. Then click Set.

Step 10 Click Deploy.

Install Unified CVP licenses

Procedure

Step 1

Sign in to the CVP Operations Console.

Step 2

Choose Bulk Administration > File Transfer > Licenses.

Step 3

In the Select device type field, choose All Unified CVP devices.

Step 4

Browse and select the license file.

Step 5

Click Transfer.

Step 6

Click File Transfer Status to monitor transfer progress.

Configure Gateways

Procedure

Step 1

In the Unified CVP Operations Console, navigate to Device Management > Gateway.

Step 2

Click Add New.

Step 3

On the General tab, configure as follows: a) Enter the IP address.

b) Enter the hostname.

c) Choose the Device Type.

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d) In the Username and Passwords pane, enter the username, password, and enable password.

Step 4

Click Test Sign-in to verify that a connection with the gateway can be established and that the credentials are correct.

Step 5

Click Save.

Step 6

Repeat for every gateway.

Transfer Scripts and Media Files

Create the notification destination and deploy to all of the Unified CVP devices.

Procedure

Step 1

In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Scripts &

Media.

Step 2

In the Select device type field, select the Gateway.

Step 3

Move all Gateways to Selected.

Step 4

Click Default Gateway files.

Step 5

Click Transfer and select OK at the popup window.

Step 6

Click File Transfer Status to monitor transfer progress.

Configure SNMP

Procedure

Step 1

In the Unified CVP Operations Console, navigate to SNMP > V1/V2c > Community String .

Step 2

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.

Step 3

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.

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Add Unified CCE Devices

Procedure

Step 1

Log in to the Unified CVP Operations Console.

Step 2

Choose Device Management > Unified ICM.

Step 3

Click Add New.

Step 4

On the General tab, configure as follows: a) Enter the IP address.

b) Enter the Hostname.

c) Check Enable Serviceability.

d) Enter the Username.

e) Enter the Password.

f) Confirm Password.

g) Accept the default port.

Note

For Small Contact Center deployment add the NAT IP address of the agent

PG.

Step 5

Click Save.

Step 6

Repeat Steps 1 to 5 for all Unified CCE machines.

Add Unified Communications Manager Devices

Procedure

Step 1

Log in to the CVP Operations Console.

Step 2

Choose Device Management > Unified CM.

Step 3

Click Add New.

Step 4

On the General tab, configure as follows: a) Enter the IP address.

b) Enter the Hostname.

c) Check Enable Synchronization.

d) Enter the Username.

e) Enter the Password.

f) Confirm Password.

g) Accept the default port.

Note

For Small contact center deployment add the NAT IP address of the unified

CM.

Step 5

Click Save.

Step 6

Repeat Steps 1 to 5 for all Unified Communications Manager Devices.

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Add Unified Intelligence Center Devices

Procedure

Step 1

Log in to the CVP Operations Console.

Step 2

Navigate to the Cisco Unified Intelligence Center Device. Choose Device Management > Unified IC.

Step 3

Click Add New.

Step 4

On the General tab, configure as follows: a) Enter the IP address.

b) Enter the Hostname.

c) Check Enable Serviceability.

d) Enter the Username.

e) Enter the Password.

f) Confirm Password.

g) Accept the default port.

h) Associate all the existing CVP Reporting Servers.

Step 5

Click Save.

Configure SIP Server Group

SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.

Procedure

Step 1

In the Unified CVP Operations Console, navigate to System > SIP Server Group .

Step 2

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.

e) Repeat Steps c and d for each Unified Communications Manager subscriber. Click Save.

Note

Do not put the Publisher node in the server group.

SIP server group for Communications Manager is not required for SCC deployment as there is no direct

SIP trunk created from Communications Manager to CVP in SCC model.

Step 3

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.

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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.

Step 4

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.

Note

• In the small contact center agent deployment, CUBE(SP) does not support FQDN configuration, therefore, you cannot create SIP server group pointing to CUBE(SP) for each sub customer

• In 12000 agent deployment model, each CUCM cluster should have one SIP Server group with their subscriber nodes

Configure Dialed Number Patterns

Dialed number patterns are required for:

• Agent Device

• Network VRU

• Ringtone

• Error

Procedure

Step 1

In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern.

Step 2

For each dialed number pattern in the following table: a) Click Add New.

b) In the Dialed Number Pattern field, enter the dialed number pattern.

c) In the Description field, enter a description for the dialed number pattern.

d) In the Dialed Number Pattern Types pane, check the specified dialed number pattern types.

e) Click Save.

Step 3

After you configure all dialed number patterns, click Deploy.

Step 4

Click Deployment Status to make sure that you applied the configuration.

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Dialed number pattern

91*

92*

The agent extension pattern. For example, enter 500* where the range of agent extensions is 5001 to

500999.

Description

Ringtone

Error

Agent Device. Not applicable to SCC

Deployment model.

Dialed number pattern types

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 60 seconds.

777* 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.

The agent extension pattern for the sub customer in SCC model. For example, enter 500* where the range agent extensions is 5001 to 500999.

Agent Device Label for the sub customer in the

SCC model.

Check Enable Local Static Route.

In IP Address/Hostname/Server Group field provide the signaling IP address and port of the CVP adjacency in

CUBE(SP) in the format:< IP Address>:<Port number>

For each sub customer a unique port must be configured.

Check Enable RNA Timeout for Outbound Calls. The timeout is 15 seconds.

Note

In 12000 agent deployment model, each CUCM cluster should have separate Dialed number Pattern with their agent extension range.

Step 5

Restart the Unified CVP Call Server components.

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Configure Cisco IOS Enterprise Voice Gateway

Complete the following procedure to configure the Cisco IOS Voice Gateway. Instructions are applicable to both TDM and Cisco UBE Voice gateways, unless otherwise noted.

Note

Complete all configuration steps in enable > configuration terminal mode.

logging buffered 2000000 debugging no logging console service timestamps debug datetime msec localtime ip routing ip cef ip source-route interface GigabitEthernet0/0 ip route-cache same-interface duplex auto speed auto no keepalive no cdp enable voice service voip no ip address trusted authenticate ip address trusted list ipv4 0.0.0.0 0.0.0.0 # OR an explicit Source IP Address Trust List allow-connections sip to sip signaling forward unconditional

Configure Ingress Gateway

Procedure

Step 1

Configure global settings.

voice service voip

# If this gateway is being licensed as a Cisco UBE the following lines are also required mode border-element sip rel1xx disable header-passing options-ping 60 midcall-signaling passthru

Step 2

Configure voice codec preference: voice class codec 1 codec preference 1 g729r8 codec preference 2 g711ulaw

Step 3

Configure default services:

#Default Services application service survivability flash:survivability.tcl

Step 4

Configure POTS dial-peers:

# Configure Unified CVP survivability dial-peer voice 1 pots description CVP TDM dial-peer service survivability

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incoming called-number .T

direct-inward-dial

Step 5

Configure the switch leg:

#Configure the Switch leg where

# preference is used to distinguish between sides.

# max-conn is used prevent overloading of Unifed 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

# Note: Ensure that you configure switch dial-peers for each Unified CVP server.

dial-peer voice 70021 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:###.###.###.### session transport tcp

#IP Address for Unified CVP1, SideA 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 70023 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:###.###.###.### session transport tcp

#IP Address for Unified CVP1, SideB voice-class codec 1 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte no vad

Step 6

Configure the hardware resources (transcoder, conference bridge, and MTP):

#This section is only for reference.

#You must configure Hardware resources using Unified Communications Domain Manager.

# 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 voice-card 3

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dspfarm dsp services dspfarm voice-card 4 dspfarm dsp services dspfarm

# Point to the contact center call manager sccp local GigabitEthernet0/0 sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 # Cisco Unified CM sub 1 sccp ccm ###.###.###.### identifier 2 priority 1 version 7.0 # Cisco Unifed CM sub 2

# Add a SCCP group for each of the hardware resource types sccp ccm group 1 associate ccm 1 priority 1 associate profile 2 register <gw70mtp> associate profile 1 register <gw70conf> associate profile 3 register <gw70xcode>

# Configure DSPFarms for Conference, MTP and Transcoder dspfarm profile 1 conference codec g711ulaw codec g711alaw codec g729r8 maximum sessions 24 associate application SCCP dspfarm profile 2 mtp codec g711ulaw codec g711alaw codec g729r8 maximum sessions software 500 associate application SCCP dspfarm profile 3 transcode universal codec g711ulaw codec g711alaw codec g729r8 maximum sessions 52 associate application SCCP

# Note: Universal transcoder is only needed for cases where you engage the G.729 caller to

G.729 only agent with IVR in middle and performs any supplementary services or use features like whisper announcement or agent greeting.

Step 7

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

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sip-ua rai target ipv4:###.###.###.### resource-group1 # CVP1A rai target ipv4:###.###.###.### resource-group1 # CVP2A rai target ipv4:###.###.###.### resource-group1 # CVP1B rai target ipv4:###.###.###.### resource-group1 # CVP2B permit hostname dns:%Requires manual replacement - ServerGroup Name defined in

CVP.System.SIP Server Groups%

Step 8

Configure incoming PSTN SIP trunk dial peer: dial-peer voice 70000 voip description Incoming Call From PSTN SIP Trunk service survivability incoming called-number xxxx

……

# Customer specific incoming called-number pattern voice-class sip rel1xx disable dtmf-relay rtp-nte session protocol sipv2 voice class codec 1 no vad

Step 9

Configure SNMP: snmp-server community <string name> ro

Step 10 Configure back-office:

# Example here is for Internal number that is dialed is 82009999 and converting the Internal number

# to the PSTN number : 2142009999

# Note

# Example: voice translation-rule 2 rule 1 /^8200/ /214200 voice translation-profile Xform translate called 2

# Note Ensure that you configure dial-peers for each CVP server dial-peer voice 2 voip description out dial-peer CC pilot dial-peer translation-profile outgoing Xform destination-pattern 8200T session protocol sipv2 session target ipv4:<IP address of CVP Server> session transport tcp voice-class codec 1 dtmf-relay rtp-nte

Configure VXML Gateway

Procedure

Step 1

Configure global settings: voice service voip sip

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rel1xx disable header-passing options-ping 60 midcall-signaling passthru

Step 2

Configure default Unified CVP services:

#Default CVP Services application service new-call flash:bootstrap.vxml

service CVPSelfService flash:CVPSelfServiceBootstrap.vxml

service ringtone flash:ringtone.tcl

service cvperror flash:cvperror.tcl

service bootstrap flash:bootstrap.tcl

Step 3

Configure dial-peers:

Note

While configuring VXML gateway voice class codec must not be used. G711ulaw may be used in general for the dial-peers, but still depending on the implementation the other codec may be used.

# Configure Unified CVP Ringtone dial-peer voice 919191 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 Unified CVP Error dial-peer voice 929292 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

Step 4

Configure default Unified CVP http, ivr, rtsp, mrcp and vxml settings: http client cache memory pool 15000 http client cache memory file 1000 http client cache refresh 864000 no http client connection persistent http client connection timeout 60 http client connection idle timeout 10 http client response timeout 30 ivr prompt memory 15000 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

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Step 5

Configure primary and secondary media servers:

#Configure the media servers where

# the primary matches the default media server defined in OAMP.

# the secondary is located on the opposite side of the primary.

ip host mediaserver ###.###.###.### # IP Address for primary media server.

ip host mediaserver-backup ###.###.###.### # IP Address for secondary media server.

Step 6

Configure VXML leg where the incoming called-number matches the Network VRU Label: dial-peer voice 7777 voip description Used for VRU leg service bootstrap incoming called-number 777T dtmf-relay rtp-nte codec g711ulaw no vad

Step 7

Configure ASR TTS:

#Configure primary server ip host asr-en-us <ASR server ip> ip host tts-en-us <TTS server hostname> voice class uri TTS sip pattern tts@<TTS server ip> voice class uri ASR sip pattern asr@<ASR server hostname> ivr asr-server sip:asr@<ASR server hostname*> ivr tts-server sip:tts@<TTS server hostname*> dial-peer voice 5 voip description FOR ASR calls preference1 session protocol sipv2 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 session target ipv4:<ASR server IP> destination uri ASR dtmf-relay rtp-nte codec g711ulaw no vad dial-peer voice 6 voip description FOR TTS calls preference1 session protocol sipv2 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 session target ipv4:<TTS server IP> destination uri TTS dtmf-relay rtp-nte codec g711ulaw no vad

#Configure backup server dial-peer voice 7 voip destination uri ASR session target ipv4:<ASR backup server IP> session protocol sipv2 voice-class sip options-keepalive up-interval 12 down-interval 65 retry

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2dtmf-relay rtp-nte codec g711ulaw preference 2 no vad dial-peer voice 8 voip destination uri TTS session target ipv4:<TTS backup server IP> session protocol sipv2 voice-class sip options-keepalive up-interval 12 down-interval 65 retry

2dtmf-relay rtp-nte codec g711ulaw preference 2 no vad

Configure Unified Communications Manager

Follow this sequence of tasks to configure Unified Communications Manager:

Sequence

1

Task

Configure Unified Communications Manager Publisher, on

page 375

Done?

2

Configure Unified Communications Manager Subscriber, on

page 376

5

6

3

4

7

8

Install VMware Tools, on page 252

Unified Communications Manager License, on page 377

Activate Services , on page 379

Validate Clusterwide Domain Configuration, on page 380

Install JTAPI on Unified CCE Servers, on page 380

Configure SNMP, on page 401

Configure Unified Communications Manager Publisher

You must customize the Unified Communications Manager publisher before you customize the subscribers.

Before You Begin

Ensure that the Virtual Machine device status shows Connect at Power On checked for the Network adapter and Floppy drive.

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Procedure

Step 1

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.

Step 2

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.

Step 3

Right-click the VM and choose 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: c1sco@123

• Application UserName: Administrator

• Default Password for Application User: c1sco@123

• Sftp password: c1sco@123

• IPSec password: c1sco@123

Configure Unified Communications Manager Subscriber

Launch Unified Communications Manager Publisher to Add the Subscriber

To add the subscriber, you must launch the publisher node.

Procedure

Step 1

Launch the Unified Communications Manager Publisher in a browser (http://<IP Addr of CUCM

Publisher>/ccmadmin).

Step 2

Enter the username and password and login to the Unified Communications Manager.

Step 3

Select System > Server > Add New.

Step 4

On the Add a Server page, choose CUCM Voice/Video for the server type. Click Next.

Step 5

On the Server Information page, enter the IP address of the first subscriber.

Step 6

Click Save.

Step 7

Repeat Steps 3 - 6 for the second subscriber.

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Configure Subscriber

Before You Begin

Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and

Floppy drive

Procedure

Step 1

Power on the Subscriber.

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.

Step 2

Click the Console tab for the VM. Log in to the CUCM Secondary machine, using the credentials for the

Administration User. The machine opens to the CLI interface.

Step 3

Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive.

Note

During the customization of the subscriber node, the username and the password are modified as follows.

The customer should change the password.

• Default Password for OS Administrator: c1sco@123

• Application UserName: Administrator

• Default Password for Application User: c1sco@123

• Sftp password: c1sco@123

• IPSec password: c1sco@123

Unified Communications Manager License

To configure the Unified Communications Manager license, first add a product instance, then generate and register the license, and then install the license.

Upgrade Unified Communications Manager License

Before You Begin

Generate the license using this procedure:

Generate and Register License, on page 378

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Procedure

Step 1

Unzip the license file from the email message.

Step 2

Launch Unified Communications Manager in a browser (https://<IP Address of CUCM

Publisher>

).

Step 3

Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.

Step 4

Under Other Fulfillment Options, select Fulfill Licenses from File.

Step 5

Click Browse and locate your license file.

Step 6

Click Install and close the popup window.

Step 7

Navigate to Product Instances. Delete any old instances. Then click Add.

Step 8

Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications

Manager Publisher.

Step 9

Select Product type of Unified CM.

Step 10 Click OK.

Step 11 Click Synchronize Now.

Generate and Register License

Procedure

Step 1

Go to License Management > Licenses. Under Other Fulfillment options, click Generate License Request.

Step 2

When the License Request and Next Steps window opens, copy the text as directed (PAK ID) and save it to a text editor.

Step 3

Click the Cisco License Registration site and proceed with steps in the site. Keep the PAK handy; you will need it.

Step 4

Enter the PAK when prompted.

You will receive the license file in an email message.

Install License

Complete the following procedure to install a license.

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Procedure

Step 1

Unzip the license file from the email message.

Step 2

Navigate to License Management > Licenses.

Step 3

Under Other Fulfillment Options, choose Fulfill Licenses from File.

Step 4

Browse for the license file and click Install.

Step 5

Navigate to the Monitoring > License Usage page to verify a successful installation.

Activate Services

Complete the following procedure to activate services.

Procedure

Step 1

Launch the Unified Communications Manager in a browser (http://<IP Address of CUCM Node>).

Step 2

From the Cisco Unified Serviceability drop-down list, choose Tools > Service Activation.

Step 3

From the Server drop-down list, choose the server on which you want to activate the services, and then click

Go.

The window displays the service names and activation status of the services.

Step 4

Check the following services to activate: a) Publisher:

• Cisco CallManager

• Cisco IP Voice Media Streaming App

• Cisco CTIManager

• Cisco AXL Web Service

• Cisco Bulk Provisioning Service

• Cisco Serviceability Reporter

• Cisco CTL Provider

• Cisco Certificate Authority Proxy Function b) Subscriber:

• Subscriber's for call processing

â—¦Cisco CallManager

â—¦Cisco IP Voice Media Streaming App

â—¦Cisco CTIManager

â—¦Cisco CTL Provider

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â—¦Cisco AXL Web Service

• Subscriber's for TFTP and Music on Hold

Note

Enable TFTP Service in Publisher node for HCS deployments that doesn't have a dedicated

TFTP and MoH server.

â—¦Cisco TFTP

â—¦Cisco IP Voice Media Streaming App

Step 5

Click Save.

Note

Activating Cisco CallManager, will automatically Activate CTIManager and Cisco Dialed Number

Analyzer server. Click OK when prompted.

Validate Clusterwide Domain Configuration

This validation is required for running calls.

Procedure

Step 1

In the Cisco Unified CM Administration, navigate to System > Enterprise Parameters.

Step 2

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 366

.

Install JTAPI on Unified CCE Servers

Now that you configured the Unified Communications Manager, you can

Install JTAPI, on page 333

.

Configure Unified Intelligence Center with Live Data

Sequence

1

2

3

Task

Configure Unified Intelligence Center Publisher, on page 381

Configure Unified Intelligence Center Subscriber, on page 381

Install VMware Tools, on page 252

Done?

4

Configure Unified Intelligence Center Reporting, on page 382

5

Configure Unified Intelligence Center Administration, on page

385

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10

11

12

7

8

9

Sequence

6

Task

Configure SNMP, on page 401

Configure Live Data AW-Access, on page 387

Configure Live Data Machine Services, on page 388

Configure Live Data Unified Intelligence Data Sources, on

page 389

Configure Live Data Reporting Interval, on page 390

Import Live Data Reports, on page 391

Add Certificate for HTTPS Gadget, on page 391

Done?

Configure Unified Intelligence Center Publisher

You must customize the Cisco Unified Intelligence Center publisher before you customize the subscriber.

Before You Begin

Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and

Floppy drive

Procedure

Step 1

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.

Step 2

Click the Console tab for the VM. Log in to the CUIC Primary machine, using the credentials for the

Administration User. The machine opens to the CLI interface.

Step 3

Right-click the VM and choose 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.

Configure Unified Intelligence Center Subscriber

Follow the below steps to for both CUIC with Live data and Live Data stand-alone deployment:

Note

Ensure that the license is updated before adding the subscriber node.

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Launch Publisher to Add Subscriber

Procedure

Step 1

Enter http://<HOST ADDRESS>/oamp URL in the browser, where HOST ADDRESS is the IP Address or Hostname of your Cisco Unified Intelligence Center publisher.

Step 2

Sign in using the system application user ID and password that you defined during installation.

Step 3

From the left panel, choose Device Management > Device Configuaration.

Step 4

Click Add Member.

Step 5

Enter hostname or IP address in Name field.

Step 6

Enter Description for the device.

Step 7

Click Save.

Configure Subscriber

Before You Begin

Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and

Floppy drive

Procedure

Step 1

Power on the Subscriber.

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.

Step 2

Click the Console tab for the VM. Log in to the CUIC Secondary machine, using the credentials for the

Administration User. The machine opens to the CLI interface.

Step 3

Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive.

Note

During the customization of the subscriber node, the username and the password are modified as follows.

The customer should change the password.

Configure Unified Intelligence Center Reporting

Complete the following procedures to configure Unified Intelligence Center Reporting.

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Configure the SQL User Account

Complete the following procedure on both sides of the Unified CCE Historical database servers and the

Unified CCE Real-time database servers to allow SQL authentication and to enable TCP/IP protocol and remote network connections.

Procedure

Step 1

Log in to the Unified CCE Historical and Real-time database servers in your deployment.

Step 2

Open SQL Server 2014 Management Studio.

Step 3

Login using default credentials.

Step 4

Expand Security tab. Right-click Logins and choose New Login.

Step 5

In General page, enter the following values: a) Enter Login Name.

Example:

user b) Choose SQL Server authentication.

c) Enter Password and re-enter the password to confirm.

d) Uncheck Enforce password policy check box.

Step 6

In Server Roles page, check the following check boxes:

public

securityadmin

serveradmin

setupadmin

sysadmin

Step 7

In User Mapping page, enter the following values: a) Check the Real-time database and Historical database check boxes .

b) In Database role memberships pane, check the following check boxes:

db_datareader

db_datawriter

db_ddladmin

db_owner

db_securityadmin

public

Step 8

Click OK.

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Configure Unified Intelligence Center Data Sources

Complete the following procedure to allow Unified Intelligence Center to configure Unified CCE Historical

Data source and Unified CCE Real-time Data source.

Note

You can distribute the reporting load to several Unified CCE AW_HDS databases using the command line interface and conventional name resolution. If there is a need to direct a specific member node to a database host other than the one in configured on the data sources interface, you can use the "set cuic-properties host-to-ip" command to resolve the data source name differently on each node.

Procedure

Step 1

Login to Unified Intelligence Center portal as administrator ( http://{hostname})

Step 2

Click Data Sources drawer in the left panel to open the Data Sources page.

Step 3

Choose the UCCE Historical Data Source. Click Edit to open the Data Source > Edit page. In the Primary tab, enter the following values a) In the Datasource Host field, enter the hostname/IP address of the primary historical database server

(AW-HDS-A1).

b) In the Port field, enter 1433 which is a port used for SQL server database.

c) In the Database Name field, enter the primary historical database name.

d) In the Instance field, leave blank as it is optional for SQL server.

e) In the Timezone field, select the time zone for the data stored in the database.

f) In the Database User ID field, enter the SQL user account created earlier for CUIC to access the database.

g) In the Password and Confirm Password fields, enter the password for SQL user account.

h) In the Charset drop-down field, choose ISO-8859-1 (Latin 1 encoding) i) In the Permissions pane, accept the default values

Step 4

Click on the Secondary tab and enter the following values.

a) Check Failover Enabled b) In the Datasource Host field, enter the hostname/IP address of the secondary historical database server

(AW-HDS-B1).

c) In the Port field, enter 1433 which is a port used for SQL server database.

d) In the Database Name field, enter the secondary historical database name.

e) In the Instance field, leave blank as it is optional for SQL server.

f) In the Timezone field, select the time zone for the data stored in the database.

g) In the Database User ID field, enter the SQL user account created earlier for CUIC to access the database.

h) In the Password and Confirm Password fields, enter the password for SQL user account.

i) In the Charset drop-down field, choose ISO-8859-1 (Latin 1 encoding) j) In the Permissions pane, accept the default values.

Step 5

Click Test Connection to ensure the data source is online and click Save .

Step 6

Choose the UCCE Realtime Data Source. Click Edit to open the Data Source > Edit page. In the Primary tab, enter the following values.

a) In the Datasource Host field, enter the hostname/IP address of the primary realtime database server

(AW-HDS-A2).

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b) In the Port field, enter 1433 which is a port used for SQL server database.

c) In the Database Name field, enter the primary realtime database name.

d) In the Instance field, leave blank as it is optional for SQL server.

e) In the Timezone field, select the time zone for the data stored in the database.

f) In the Database User ID field, enter the SQL user account created earlier for CUIC to access the database.

g) In the Password and Confirm Password fields, enter the password for SQL user account.

h) In the Charset drop-down field, choose ISO-8859-1 (Latin 1 encoding) i) In the Permissions pane, accept the default values

Step 7

Click on the Secondary tab and enter the following values.

a) Check Failover Enabled.

b) In the Datasource Host field, enter the hostname/IP address of the secondary realtime database server

(AW-HDS-B2).

c) In the Port field, enter 1433 which is a port used for SQL server database.

d) In the Database Name field, enter the secondary realtime database name.

e) In the Instance field, leave blank as it is optional for SQL server.

f) In the Timezone field, select the time zone for the data stored in the database.

g) In the Database User ID field, enter the SQL user account created earlier for CUIC to access the database.

h) In the Password and Confirm Password fields, enter the password for SQL user account.

i) In the Charset drop-down field, choose ISO-8859-1 (Latin 1 encoding) j) In the Permissions pane, accept the default values

Step 8

Click Test Connection to ensure the data source is online and click Save.

What to Do Next

After configuring Unified Intelligence Center, you can import stock templates using the Import functionality and customize the stock reports based on your requirements. The stock templates are designed to present

Unified ICM/CC data. Navigate to User Guide for the Cisco Unified Intelligence Center Reporting Application .

Under Chapter Reports see section Stock Report Templates to import Unified CCE Report templates.

Configure Unified Intelligence Center Administration

Complete the following procedure to configure Unified Intelligence Center Administration.

Procedure

Step 1

Sign in to the Cisco Unified Intelligence Center Administration Console

( https://<hostname>:8443/oamp

)

.

Step 2

Configure the Active Directory tab under Cluster Configuration > Reporting Configuration.

a) For Host Address for the Primary Active Directory Server, enter the IP address of the domain controller.

b) For Port, enter the port number for the domain controller.

c) Complete the Manager Distinguished Name fields that are required for the customer.

d) Enter and confirm the password with which the Manager accesses the domain controller.

e) For User Search Base, specify users and the domain name and any sub-domain names .

f) For Attribute for User ID, select sAMAccountName.

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g) Add at least one domain for the UserName Identifier. Do not type the @ sign before the domain name.

h) Set a domain as the default.

i) Click Test Connection.

j) Click Save.

Step 3

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.

Step 4

Configure SNMP for all devices, if used.

a) Select Network Management > SNMP.

b) Navigate to SNMP and for each server add the following:

• V1/V2c Community Strings.

• Notification Destination.

Unified Intelligence Center License and Sign-In

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.

Procedure

Step 1

Enter this URL: http://<HOST ADDRESS>/oamp

, where HOST ADDRESS is the IP address or hostname of your Controller node.

Step 2

Enter the System Application User ID and password that you defined during installation.

What to Do Next

Upload License

Who can upload the license: The System Application User who is the default Superuser.

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As soon as the System Application User signs in, the user must upload the license file. The file is uploaded to the Controller publisher node and, within a minute, is automatically replicated to all nodes in the cluster.

The partner must obtain a unique license and apply it to the imported Unified Intelligence Center servers at the customer site.

Procedure

Step 1

In Cisco Unified Intelligent Center Administration, choose Cluster Configuration > License Management.

to open the License File Management page.

Figure 66: License File Management

Step 2

Click Browse.

Step 3

Navigate to the location where the *.lic file was saved.

Step 4

Click Apply License to load the license.

A message appears indicating that the license file was uploaded successfully and will be distributed to other nodes (if any) in the cluster in approximately one minute.

Note

The databases are polled once a minute for changes. The license replication is not immediate but occurs within a minute.

What to Do Next

Create Reporting Users, on page 352

Configure Live Data AW-Access

Live Data AW DB access commands allow you to configure and view CCE AW DB (real-time distributor) access for Contact Center Enterprise Live Data Product Deployment Selection. You can also test the connection.

Procedure

Step 1

Log in to CUIC Live Data Console and execute the following command:

set live-data aw-access primary addr port db user pwd [ test ]

set live-data aw-access secondary addr port db user pwd [ test ]

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Table 54: Command Description

Command addr port db user pwd test

Description

Specifies the hostname or IP address of the primary or secondary CCE AW (Maximum 255 characters).

Example

10.10.10.10 or

AWmachinename.domain.com

Specifies the listening port of the database server (ranges

1-65535).

1433 db

Specifies the database name (maximum 128 characters).

inst_awdb

Specifies the login user (maximum 128 characters)

For more information about creating user, see

Configure the SQL User Account , on page 383

user

Specifies the login password (maximum 128 characters).

password

This parameter is optional.

Tests the connection to the primary or secondary AW

DB. Checks weather AW DB access for configured users and provides the results.

Step 2

Run the following command to view the primary and secondary CCE AW DB access information. Optional, test the connection from Live Data to each AW DB, check if configured user (on each node) has appropriate

AW DB access:

show live-data aw-access primary addr port db user pwd [ test ]

show live-data aw-access secondary addr port db user pwd [ test ]

Configure Live Data Machine Services

Procedure

Step 1

Log in to CUIC Live Data Console.

Step 2

Run the below command to configure the latest information from Live Data with Machine Service table.

set live-data machine-services awdb-user awdb-pwd

Note

This command is not valid for coresident deployments. If you have a coresident deployment, use the

System Inventory in the Unified CCE Administration tool.

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Table 55: Command Description

Command awdb-user awdb-pwd

Description

Specifies the AW database domain user, who has write-access permission.

Specifies the AW database user password.

Example

[email protected]

password

Step 3

Run the below command to view Live Data entries in the Machine Services table:

show live-data machine-services awdb-user awdb-pwd

Note

Enter FQDN host name in correct format. The machine (host) name must start with an alphanumeric character string with a maximum length of 32 characters. The machine name allows only characters such as period (.), underscore (_), dash (-), and alphanumeric characters. If the host name contains invalid characters or the name exceeds 32 characters, an error message appears.

Configure Live Data Unified Intelligence Data Sources

Before You Begin

• Ensure that AW distributor and Cisco Unified Intelligence Center Publisher are in service

• Ensure that AW DB connection information is updated on the same node, where you want to configure

Live Data CUIC data source

• Configure Live Data endpoints in the Machine Service table

Procedure

Step 1

Run the following command to configure the data source of Live Data in Cisco Unified Intelligence Center:

set live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd

Table 56: Command Description

Command cuic-addr

Description Example

Specifies the Cisco Unified Intelligence Center publisher node's Fully Qualified Domain Name (FQDN).

10.10.10.10 or CUIC +

LiveDatamachinename.domain.com

Important

Given node should be in service.

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Command cuic-port cuic-user cuic-pwd

Description

Specifies the Cisco Unified Intelligence Center REST

API port. Typically this port is 8444.

Example

Specifies the user name to use for authentication with

Cisco Unified Intelligence Center. By default, Cisco

Unified Intelligence Center requires that you specify

CUIC as the domain with the user name.

CUIC\administrator

Specifies the password to use for authentication with

Cisco Unified Intelligence Center.

password

Step 2

Run the following command to display Data Source:

show live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd

Configure Live Data Reporting Interval

Procedure

Step 1

Log in to CUIC Live Data Console.

Step 2

Run the following command to set Live Data reporting interval in minutes format:

set live-data reporting-interval reporting-interval-in-minutes

Table 57: Command Description

Command reporting-interval-in-minutes

Description Example

Specifies the reporting interval in minutes format.

The valid values are 5, 10, 15, 30, and

60 minutes.

5

Step 3

After Live Data reporting interval is set, run the below command to restart the publisher and subscriber node

(Restart the inactive node first and active node next):

utils system restart

Step 4

Run the below command to view Live Data reporting interval:

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Import Live Data Reports

Ensure that the data source is used to import report definition is configured in Unified Intelligence Center.

Also, ensure that data source is used by any value list that is defined in Unified Intelligence Center, if the report definition has any value list defined.

Follow the below steps to import an existing Unified Intelligence Center stock reports and report definition.

Procedure

Step 1

Click Reports in the left pane.

Step 2

Click Import Report.

Step 3

In File Name (XML File) field, click Browse to select the XML file.

Step 4

Browse the report XML zip file and click Open.

Step 5

In Save to filed, browse the folder where you want to place the imported report definition.

Use arrow keys to expand the folders.

Step 6

Click Import.

Step 7

Choose Data Source for ReportDefinition from the drop-down list.

Step 8

Choose Data Source for ValueList defined in report definition from the drop-down list.

Step 9

Optional, in Save to filed, browse the folder where you want to place the imported report definition.

Step 10 Click Import.

Add Certificate for HTTPS Gadget

Add a certificate for a secure HTTP (HTTPS) gadget to allow the gadget to load into the Finesse desktop and successfully perform HTTPS requests to the Finesse server.

This process allows HTTPS communication between the Finesse gadget container and the third-party gadget site for loading the gadget and performing any API calls that the gadget makes to the third-party server.

Note

A gadget that loads using HTTPS may still use HTTP communication between that gadget and the application server where it resides. If all traffic must be secure, the gadget developer must ensure that

HTTPS is used to make API calls to the application server.

The certificate must be signed with a common name. The gadget URL in the desktop layout must use the same name (whether it uses an IP address or a fully qualified domain name) as the name with which the certificate is signed. If the certificate name and the name in the gadget URL do not match, the connection is not trusted and the gadget does not load.

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Configure Cisco Finesse

Before You Begin

Set up security certificates for finesse, Cisco Unified Intelligence Center and Live Data server to server communication. Import certificates into servers as shown in the table below:

Server

Finesse

Import Certificates

Live Data and Cisco Unified Intelligence Center

Cisco Unified Intelligence Center Live Data

Procedure

Step 1

Download the tomcat-trust.pem certificate from the third-party gadget host.

a) Sign in to Cisco Unified Operating System Administration on the third-party gadget host (http://host or IP address/cmplatform where host or

IP address is the hostname or IP address of third-party gadget host).

b) Choose Security > Certificate Management.

c) Click Find.

d) Click Common Name hyperlink for the required tomcat trust.

e) Click Download.PEM File.

Step 2

Upload the certificate to the Finesse Publisher server.

a) Sign in to Cisco Unified Operating System Administration on Finesse Publisher server (http://host or IP address/cmplatform where host or

IP address is the hostname or IP address of the finesse server).

b) Choose Security > Certificate Management.

c) Click Upload Certificate.

d) Choose Tomcat Trust from Certificate Purpose drop-down list.

e) Click Common Name hyperlink for the required tomcat trust.

f) Click Browse to choose the downloaded tomcat-trust.pem file.

g) Click Upload File.

Step 3

Restart Cisco Tomcat and Cisco Finesse Tomcat services on the Finesse Publisher server.

Step 4

Ensure the certificates are synchronized in Finesse Subscriber server.

Step 5

Restart Cisco Tomcat and Cisco Finesse Tomcat services on Finesse Subscriber server.

Configure Cisco Finesse

This table lists the configuration procedures for Cisco Finesse:

Sequence

1

Task

Configure the Cisco Finesse Primary Node, on page 393

Done?

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3

4

5

6

Sequence

2

Task

Configure Settings for the CTI Server and Administration and

Data Server, on page 394

Done?

Configure Cisco Finesse Secondary Node, on page 396

Install VMware Tools, on page 252

Configure Cisco Finesse Administration, on page 398

Configure SNMP, on page 401

Configure the Cisco Finesse Primary Node

Note

You must configure the Cisco Finesse primary node before you customize the secondary node.

Before You Begin

Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and

Floppy drive

Procedure

Step 1

Power on the primary node. To begin 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.

Step 2

Click the Console tab for the VM. Log in to the Finesse Primary machine, using the credentials for the

Administration User. The machine opens to the CLI interface.

Step 3

Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive.

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Note

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: c1sco@123

• Application UserName: Administrator

• Default Password for Application User: c1sco@123

• Sftp password: c1sco@123

• IPSec password: c1sco@123

After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM.

Configure Settings for the CTI Server and Administration and Data Server

Configure CTI Server Settings in the Cisco Finesse Primary Node, on page 394

Configure Unified Contact Center Enterprise Administration and Data Server, on page 396

Restart the Cisco Tomcat Service, on page 396

Configure CTI Server Settings in the Cisco Finesse Primary Node

Procedure

Step 1

Launch the URL http://<HOST ADDRESS>/cfadmin, where Host Address is the hostname or IP address of your primary Cisco Finesse server.

Step 2

Go to Home > Contact Center Enterprise CTI Server Settings.

Step 3

Under Contact Center Enterprise CTI Server Settings, update the following: a) See

Table 58: Cisco Finesse Configurations, on page 395

and enter the side A host/IP Address.

b) Side A Port (CTI server port on side A), enter 42027.

c) See

Table 58: Cisco Finesse Configurations, on page 395

and enter the peripheral ID (of the call manager

PIM).

d) See

Table 58: Cisco Finesse Configurations, on page 395

and enter the side B host/IP Address.

e) Side B Port (CTI server port on side B), enter 43027.

Step 4

Click Save.

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Configure Cisco Finesse

Table 58: Cisco Finesse Configurations

Side A host/IP address

Side A Port

Peripheral ID

Side B host/IP address

Side B Port

500/1000 Agents

CCE Call Server A

4000 Agents

FINESSE1: CCE

Agent PG 1A

FINESSE2: CCE

Agent PG 2A

Small Contact

Center

FINESSE X: CCE

Agent PG XA.

Where X is the sub customer number

12,000 Agents

FINESSE1: CCE

Agent PG 1A

FINESSE2: CCE

Agent PG 2A

FINESSE3: CCE

Agent PG 3A

FINESSE4: CCE

Agent PG 4A

FINESSE5: CCE

Agent PG 5A

FINESSE6: CCE

Agent PG 6A

42027

5000

42027

FINESSE1: 5000

FINESSE2: 5001

42027 42027

SeePG Explorer and enter the peripheral ID of the sub customer.

FINESSE1: 5000

FINESSE2: 5001

FINESSE3: 5002

FINESSE4: 5003

FINESSE5: 5004

FINESSE6: 5005

CCE Call Server B FINESSE1: Agent

PG 1B

FINESSE2: Agent

PG 2B

FINESSE X: CCE

Agent PG XB.

Where X is the sub customer number

FINESSE1: CCE

Agent PG 1B

FINESSE2: CCE

Agent PG 2B

FINESSE3: CCE

Agent PG 3B

FINESSE4: CCE

Agent PG 4B

FINESSE5: CCE

Agent PG 5B

FINESSE6: CCE

Agent PG 6B

43027 43027 43027 43027

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Configure Unified Contact Center Enterprise Administration and Data Server

Procedure

Step 1

Select Home > Contact Center Enterprise Administration & Data Server Settings. (This menu structure assumes the default configuration.)

Step 2

Under Contact Center Enterprise Administration & Data Server Settings, update the following: a) Primary Host/IP Address (of Side A AW Server) b) Database Port: 1433 c) Backup Host/Ip Address (of Side B AW Server) d) Domain (required field): The name of the Unified CCE to which Finesse connects.

e) AW Database Name: <ucceinstance_awdb> f) UserName: The domain username that is required to sign in to the database. This should not be SQL user.

g) Password: The password required to sign in to the database.

Step 3

Click Save.

Restart the Cisco Tomcat Service

After you change and save any value on Contact Center Enterprise Administration server settings, you must restart the Cisco Tomcat Service on the primary Cisco Finesse server.

Procedure

Step 1

Enter utils service stop Cisco Tomcat command, to stop the Cisco Tomcat service.

Step 2

Enter utils service start Cisco Tomcat command, to start the Cisco Tomcat service.

What to Do Next

For golden templates, configure the secondary node.

For direct installation, check the replication status.

Configure Cisco Finesse Secondary Node

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.

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Procedure

Step 1

Launch the Cisco Finesse primary node in a browser (http://Primary Node FQDN/cfadmin), where the primary node or IP address is that of your host.

Step 2

Select Settings > Cluster Settings. (Cluster settings are based on the default configuration and assumes that you have not changed the page for the Cluster Settings tool.)

Step 3

Add the IP address for the Cisco Finesse secondary node.

Step 4

Click Save.

Step 5

Restart Cisco Tomcat as follows: a) To stop the Cisco Tomcat service, enter this CLI command: utils service stop Cisco Tomcat .

b) To start the Cisco Tomcat service, enter this CLI command: utils service start Cisco Tomcat .

Install Cisco Finesse on the Secondary Node

Before You Begin

Ensure that you select the Connect at Power on check box of the virtual machine for network adapter and floppy drive.

Procedure

Step 1

Power on the secondary node to begin 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.

Step 2

Click the Console tab for the virtual machine. Log into the Cisco Finesse secondary machine, using the credentials for the administration user. The machine opens to the CLI interface.

Step 3

Right-click the virtual machine and choose Edit settings and uncheck Connect at Power on for the floppy drive.

Note

During the customization of the secondary node, the username and the password is modified as follows.

You can change the password:

• Default password for OS Administrator: c1sco@123

• Application username: Administrator

• Default password for application user: c1sco@123

• Sftp password: c1sco@123

• IPsec password: c1sco@123

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Configure Cisco Finesse Administration

Obtain and Upload a CA Certificate, on page 398

Trust Self-Signed Certificate for Cisco Finesse , on page 399

Browser Settings for Internet Explorer , on page 400

Obtain and Upload a CA Certificate

Note

This procedure applies only if you are using HTTPS.

This procedure is optional. If you are using HTTPS, you can choose to obtain and upload a CA certificate or you can choose to use the self-signed certificate provided with Cisco Finesse.

To eliminate browser security warnings each time that you sign in, obtain an application and root certificate signed by a Certificate Authority (CA). Use the Certificate Management utility from Cisco Unified Operating

System Administration.

To open Cisco Unified Operating System Administration, enter the following URL in your browser: https://FQDN of primary Finesse server:8443/cmplatform

.

Sign in using the username and password for the application user account created during Cisco Finesse installation.

Procedure

Step 1

Generate a CSR as follows.

a) Select Security > Certificate Management > Generate CSR.

b) From the certificate name drop-down list, select tomcat.

c) Click Generate CSR.

Step 2

Download the CSR.

a) Select Security > Certificate Management > Download CSR.

b) From the certificate name drop-down list, select tomcat.

c) Click Download CSR.

Step 3

Use the CSR to obtain the signed application certificate and the CA root certificate from the Certificate

Authority.

Step 4

When you receive the certificates, select Security > Certificate Management > Upload Certificate.

Step 5

Upload the root certificate.

a) Choose tomcat-trust from Certificate Name drop-down list.

b) Click Browse and open the root certificate file, in Upload File field.

c) Click Upload File.

Step 6

Upload the application certificate.

a) Choose tomcat from Certificate Name drop-down list.

b) Enter the name of the CA root certificate in the Root Certificate field.

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c) Click Browse and open the root certificate file, in Upload File field.

d) Click Upload File.

Step 7

After the upload is complete, sign out from Cisco Finesse.

Step 8

Access the CLI on the primary Cisco Finesse server.

Step 9

Enter utils service restart Cisco Finesse Notification Service command to restart the Cisco Finesse

Notification service.

Step 10 Enter utils service restart Cisco Tomcat command to restart the Cisco Tomcat service.

Step 11 Upload the root certificate and application certificate to the secondary Cisco Finesse server.

Note

Enter the following URL in browser: https://FQDN of secondary Finesse server:8433/cmplatform

, to open Cisco Unified Operating System Administration for the secondary server.

Step 12 Access the CLI on the secondary Cisco Finesse server and restart the Cisco Finesse Notification Service and the Cisco Tomcat Service.

Trust Self-Signed Certificate for Cisco Finesse

After you define configuration settings, disable CSA, and restart services. Authorized agents can sign in to the Cisco Finesse Agent Desktop.

After you restart Cisco Finesse, it takes approximately 6 minutes for all server-related services to restart.

Therefore, you should wait 6 minutes before you attempt to sign in to the Agent Desktop.

Procedure

Step 1

Enter the following URL in browser: https://FQDN of Finesse server:8443/cmplatform.

Step 2

When you access Agent Desktop for the first time using HTTPS, it prompts you to trust the self-signed certificate provided with Cisco Finesse. Following table describes the procedure for each supported browser.

Note

If you are using HTTP or if you have installed a CA Certificate, you are not prompted to trust the self-signed certificate. Enter your agent ID, password, and extension, and click Sign In.

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Browser

Internet

Explorer

Description

1

A page appears that states there is a problem with the website's security certificate.

Click Continue to this website (not recommended). This action opens the sign in page for the Agent Desktop.

A certificate error appears in the address bar of your browser.

2

Click Certificate Error, and then click View Certificates to open the Certificate dialog box.

3

In Certificate dialog box, click Install Certificate, to open Certificate Import Wizard.

4

Click Next.

5

Select Place all certificates in the following store, and then click Browse.

6

Select Trusted Root Certification Authorities, and then click OK.

7

Click Next.

8

Click Finish.

9

If a Security Warning dialog box asks if you want to install the certificate, click Yes.

After installation, displays success message.

10

Click OK.

11

Enter your agent ID, password, and extension, and then click Sign In.

Mozilla Firefox

1

A page appears that states this connection is untrusted.

2

Click I Understand the Risks, and then click Add Exception.

3

In Add Security Exception dialog box, ensure the Permanently store this exception check box is checked.

4

Click Confirm Security Exception.

The page that states this connection is untrusted automatically closes and the Agent

Desktop loads.

5

Enter your agent ID, password, and extension, and then click Sign In.

Browser Settings for Internet Explorer

Configure the following privacy and advanced settings:

Before You Begin

If you are using Internet Explorer to access the Cisco Finesse desktop, you must configure the following to the browser to ensure that all the features of Cisco Finesse work properly.

• Disable pop-up blockers.

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• Ensure that the desktop is not running in Compatibility View; Cisco Finesse does not support

Compatibility View.

Procedure

Step 1

From the browser menu bar, choose Tools > Internet Options.

Step 2

Click Privacy tab and click Sites.

Step 3

In Address field, enter the domain name for side A of Cisco Finesse server.

Step 4

Click Allow.

Step 5

In Address field, enter the domain name for side B of Cisco Finesse server.

Step 6

Click Allow and click OK.

Step 7

Click Advanced tab on the Internet Options dialog box.

Step 8

Uncheck Warn about certificate address mismatch check box, in Security pane.

Step 9

Click Ok.

What to Do Next

You must enable the following security settings to allow users to sign in:

• Run ActiveX controls and plug-ins

• Script ActiveX controls marked as safe for scripting

• Active scripting

To enable these setting , do the following:

1

From the browser menu bar, choose Tools > Internet Options.

2

Choose Security tab and click Custom Level.

3

Enable the Run ActiveX controls and plug-ins and Script ActiveX controls marked safe for scripting, in ActiveX controls and plug-ins.

4

Enable the Active Scripting, in Scripting.

Configure SNMP

Procedure

Step 1

Log in to the Cisco Unified Serviceability(https://hostname of primary server/ccmservice ) using administrator credentials.

Step 2

Select SNMP > V1/V2c > Community String.

Step 3

From Server drop-down list, select the server for which you want to configure a community string and click

Find.

Step 4

Click Add New to add new community string.

a) Enter Community String.

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Example:

public.

b) In Host IP Addresses Information field, choose Accept SNMP Packets from any host.

c) From Access Privilages drop-down list, select ReadWriteNotify option.

d) Check Apply to All Nodes check box to apply community string to all nodes in the cluster.

Information message will be displayed.

e) Click OK.

f) Click Save.

A message is displayed, that indicates that changes will not take effect until you restart the SNMP master agent. To continue the configuration without restarting the SNMP master agent, click Cancel. To restart the SNMP master agent service, click OK.

g) Click OK.

Step 5

Select SNMP > V1/V2c > Notification Destination.

Step 6

From Server drop-down list, select the server for which you want to configure a notification destination and click Find.

Step 7

Click Add New button to add new notification destination.

a) From Host IP Addresses drop-down list, select Add New.

b) In Host IP Address field, enter the Prime Collaboration server IP address .

c) In the Port Number field, enter the notification receiving port number.

Note

Default port number is

162.

d) In SNMP Version Information field, select the SNMP Version V2C.

e) In Notification Type Information field; from Notification Type drop-down list, select Trap.

f) In Community String Information field; from Community String drop-down list, select Community

String created in Step 4 from the drop-down list.

g) Check the Apply to All Nodes check box to apply community string to all nodes.

Information message will be displayed.

h) Click OK.

i) Click Insert.

A message is displayed, that indicates that changes will not take effect until you restart the SNMP master agent. To continue the configuration without restarting the SNMP master agent, click Cancel. To restart the SNMP master agent service, click OK.

j) Click OK.

Create a Customer Instance for the1000 Agent Deployment

Model

Follow this sequence of tasks to create the customer instance to deploy 1000 agent for Cisco HCS for Contact

Center.

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Table 59: Create customer instance for 1000 agent deployment of Cisco HCS for Contact Center

8

9

4

5

2

3

6

7

Sequence

1

Task

Upgrade VMware Tools, on page 320

Set Up Virtual Machine Startup and Shutdown, on page 320

Create a Domain Controller Server, on page 321

Configure Cisco Unified CCE Call Server, on page 323

Configure Unified CCE Data Server, on page 338

Configure Unified CVP, on page 347

Configure Cisco IOS Enterprise Voice Gateway, on page

369

Configure Unified Communications Manager, on page 375

Configure Unified Intelligence Center with Live Data, on

page 380

Done?

10

Configure Cisco Finesse, on page 392

Create a Customer Instance for the 4000 Agent Deployment

Model

Follow this sequence of tasks to create the customer instance to deploy 4000 agent for Cisco HCS for Contact

Center. After each task, return to this page to mark the task “done” and continue the sequence.

Table 60: Create customer instance for 4000 agent deployment of Cisco HCS for Contact Center

4

5

2

3

6

7

8

9

Sequence Task

1

Upgrade VMware Tools, on page 320

Set Up Virtual Machine Startup and Shutdown, on page 320

Create a Domain Controller Server, on page 321

Configure Cisco Unified CCE Rogger, on page 404

Configure Unified CCE AW-HDS-DDS, on page 409

Configure Unified CCE Agent PG 1, on page 412

Configure Unified CCE Agent PG 2, on page 418

Configure Unified CCE VRU PG, on page 420

Configure Unified CVP, on page 347

Done?

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12

13

14

Sequence Task

10

11

Configure Cisco IOS Enterprise Voice Gateway, on page 369

Configure Unified Communications Manager, on page 375

Done?

Configure Unified Intelligence Center , on page 423

Configure Live Data Reporting System, on page 423

Configure Cisco Finesse, on page 392

Configure Cisco Unified CCE Rogger

This table lists the configuration procedures you must perform to configure Cisco Unified CCE Rogger.

Sequence Task

1

Configure Network Cards, on page 338

Done?

9

10

7

8

5

6

2

3

4

11

Verify the Machine in Domain, on page 334

Configure the Domain Manager, on page 324

Configure Unified CCE Encryption Utility, on page 340

Configure SQL Server, on page 341

Configure Secondary Drive, on page 341

Configure the Unified CCE Logger, on page 405

Configure the Unified CCE Router, on page 405

Load Base Configuration, on page 408

Verify Cisco Diagnostic Framework Portico, on page

346

Cisco SNMP Setup, on page 334

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Configure the Unified CCE Router

Procedure

Step 1

Launch the Unified CCE Web Setup.

Step 2

Sign in as the domain user with local Administrator permission.

Step 3

Click Instance Management, and then click Add.

Step 4

In the Add Instance window, select Facility and Instance from the drop-down list.

Step 5

In the Instance Number field, enter 0. Click Save .

Step 6

Select Component Management > Routers.

Step 7

Click Add to set up the Call Router.

Step 8

In the Deployment window, select the appropriate Side.

Step 9

Select Duplexed as Fault Tolerance Mode. Click Next.

Step 10 In the Router Connectivity window, configure the Private Interface and Public (Visible) Interfaces. Click

Next.

Step 11 In the Enable Peripheral Gateways dialog box, enter the following in the Enable Peripheral Gateways field.

Click Next.

• For 500 and 1000 agents deployments, 1-2.

• For 4000 agents deployment, 1-5.

• For 12000 agents deployment, 1-15.

Step 12 In the Router Options window, configure as follows: a) Check Enable Database Routing.

b) Check Enable Quality of Service (QoS). (Applicable to Side A only.) c) Click Next.

Step 13 In Router Quality of Service window, click Next. (Applicable to Side A only.)

Step 14 In the Summary window, make sure that the router summary is correct, then click Finish.

Note

• Do not start the service until all ICM components are installed.

What to Do Next

To enable the DNWildcard, select the Registry > HKEY_LOCAL_MACHINE > SOFTWARE > Cisco

Systems > ICM > <instance> >RouterA > Router > CurrentVersion > Configurations > Global, and select the DNWildcardEnabled and set to 1.

Configure the Unified CCE Logger

Configure the Unified CCE logger for Side A and Side B.

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Note

Ensure that your browser is enabled.

Procedure

Step 1

Launch the Unified CCE Web Setup.

Step 2

Sign in using as domain user having local Administrator permissions.

Step 3

Click Instance Management, and then click Add.

Step 4

In the Add Instance window, select Facility and Instance from the drop-down list.

Step 5

In the Instance Number field, enter 0 and click Save.

Step 6

Configure the logger database as follows: a) Open ICMDBA application.

b) Select Server > Instance (logger being installed).

c) Right-click the instance name and choose Create to create the logger database.

d) In Select Component dialog box, choose the logger you are working on ( Logger A or Logger B). Click

OK.

e) In Select Logger Type window, select Enterprise from the drop-down list. Click OK.

Step 7

In Create Database window, configure the following to create the Log: a) From DB Type drop-down list, choose either side A or side B.

b) Choose Region.

c) In Storage pane, click Add.

Step 8

In Add Device dialog box, configure as follows: a) Select Log.

b) Choose C drive.

c) Accept the default in the size field.

d) Click OK.

Step 9

In Create Database window, in Storage section, click Add.

Step 10 In Add Device dialog box, configure as follows: a) Select Data.

b) Choose the secondary drive (typically E).

c) Accept the default in the size field.

d) Click OK.

Step 11 In Create Database window, click Create and click Start.

When you see the successful creation message, click OK and click Close.

Step 12 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.

c) Click Add and choose the Instance.

d) From Fault Tolerance Mode drop-down list, choose Duplexed option and click Next.

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e) In Central Controller Connectivity window, enter the host names for Sides A and B for the Router

Private Interface and Logger Private Interface and click Next.

Step 13 In Additional Options window, configure as follows: a) Check the Enable Historical/Detail Data Replication check box.

b) Check the Display Database Purge Configuration Steps check box and click Next.

Step 14 In Data Retention window, in the data retention table, retain the default values and click Next.

Step 15 In Data Purge window, configure purge for a time when there is low demand on the system. Click Next.

Step 16 Review Summary window, and then click Finish.

Note

Do not start service until all ICM components are installed.

What to Do Next

Set database and log file size, see

Database and Log File Size, on page 343

.

Database and Log File Size

Complete the following procedure to increase the database and log sizes.

Before You Begin

Use DB Estimator Tool to calculate database and log file size.

Alternative option is to size the database and log using the values from

Table 61: Data and Log File Size, on

page 407 . The values in the table for HCS 500 and 1000 agent deployments are sized without considering optional HDS.

Procedure

Step 1

Open SQL Server 2014 Management Studio.

Step 2

Click Connect. In the left pane, expand Databases.

Step 3

Right-click Logger database [<Instance>_<Side>] and select Properties..

Step 4

In the left pane, select Files. Ensure that Auto Growth is disabled for data and log files.

Step 5

Set the initial size of the data and log files according to DB Estimator Tool or from the following table:

Table 61: Data and Log File Size

Database

Side A, Side B

Side A, Side B

Side A, Side B

Data size(MB)

409600

665600

122900

Log Size(MB)

1024

3072

1024

Deployment Type

500 and 12000 Agent

Deployments

1000 Agent Deployment

Other HCS Deployments

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Load Base Configuration

Complete this procedure to upload the following base configuration parameters. For more information on base configuration parameter see

Base Configuration Parameters for 4000 Agent Deployment, on page 775

.

1

PG Explorer

2

Network VRU Explorer

3

System Information

4

Expanded Call Variable List

5

Network VRU

6

Default Agent Desk Settings

7

Application Instance List

8

Media Class for Multi Channel

9

Media Routing Domain

10

Network VRU Mapping

11

Agent Targeting Rule

12

Outbound Dialer

Procedure

Step 1

Download the HCS-10(1)-4000-Agent-Day1-Configuration.zip

file. Save it locally and unzip it.

Step 2

Download the Domain_Update_Tool.zip

file. Save it locally and unzip it.

Step 3

Copy the configuration folder to the local drive of CCE Rogger on Side A.

Step 4

Open the ICMDBA Tool on the CCE Rogger on Side A.

Step 5

Select the CCE Rogger and expand the tree to <instance name>_sideA.

Step 6

Select Data on the menu bar and click Import.

Step 7

Browse to locate the configuration folder and click Open.

Step 8

Click OK and then click Import.

Step 9

Click Start and then click OK on all messages.

Step 10 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 Rogger Side A.

b) For Database name, enter <instance_sideA (Logger database)>.

c) For Domain Name, enter the customer's domain name.

Step 11 Return to the ICMDBA tool. Select Logger <instance name> database for the side that you want to synchronize.

Step 12 Click Data in menu bar and select Synchronize and perform the following: a) In Synchronize window, click Add in Source pane.

b) Enter hostname for CCE Rogger of source in Server Name field and click OK.

c) Click Add in Destination pane.

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d) Enter hostname for CCE Rogger of destination in Server Name field and click OK.

e) Click Synchronize.

Step 13 Click Start. After synchronization click OK.

Configure Unified CCE AW-HDS-DDS

This section explains the configuration procedures you must perform for the Unified CCE AW-HDS-DDS for Sides A and B.

Table 62: Configuring Unified CCE AW-HDS-DDS for Side A and Side B

Done?

7

8

9

4

5

6

2

3

Sequence

1

Task

Configure Network Cards, on page 338

Validate Network Card, on page 348

Configure Unified CCE Encryption Utility, on page 340

Configure SQL Server, on page 341

Configure Secondary Drive, on page 341

AW-HDS-DDS, on page 409

Verify Cisco Diagnostic Framework Portico, on page 346

Cisco SNMP Setup, on page 334

Final Tasks, on page 346

AW-HDS-DDS

Create Instance, on page 410

Create HDS Database, on page 410

Configure AW-HDS-DDS, on page 411

Database and Log File Size, on page 412

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Create Instance

Procedure

Step 1

Launch Unified Contact Center Enterprise Web Setup from the desktop and log in using the Domain

Administrator credentials to complete the installation.

Step 2

Click Instance Management, and then click Add.

Step 3

In the Add Instance window, select Facility and Instance from the drop-down list.

Step 4

In the Instance Number field, enter 0. Click Save.

Create HDS Database

Procedure

Step 1

Configure the HDS database as follows: a) Choose Start > Programs > Cisco Unified CCE Tools > ICMdba.

b) Navigate to Server > Instance.

c) Right-click the instance and choose Create.

Step 2

In the Select Component dialog box, choose Administration & Data Server from the drop-down list. Click

OK.

Step 3

At the prompt, SQL Server is not configured properly. Do you want to configure it now?" Click Yes.

Step 4

On the Configure page, in the SQL Server Configurations pane check Memory (MB) and Recovery Interval.

Click OK.

Step 5

On the Stop Server page, click Yes to stop the services.

Step 6

In the Select AW Type dialog box, choose Enterprise from drop-down list. Click OK.

Step 7

In the Create Database dialog box, configure as follows: a) In the DB Type field, choose HDS from drop-down.

b) In the Storage pane, click Add.

Step 8

In the Add Device dialog box, configure as follows: a) Select Data.

b) Select the secondary drive (typically E).

c) Accept the default in the size field.

d) Click OK.

Step 9

In the Create Database dialog box, under Storage, click Add.

Step 10 In the Add Device dialog box, configure as follows: a) Select Log.

b) Select the C drive.

c) Accept the default in the size field.

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d) Click OK.

Step 11 In the Create Database dialog box, configure as follows: a) Click Create.

b) Click Start.

c) Click OK.

d) Click Close.

Configure AW-HDS-DDS

Complete the following procedure to install the Cisco Unified CCE Administration Server & Real-time Data

Server, Historical Data Server, and Detailed Data Server (AW-HDS-DDS).

Procedure

Step 1

Choose Component Management > Administration & Data Servers.

Step 2

Click Add.

Step 3

On the Deployment window, choose the current instance.

Step 4

On the Add Administration & Data Servers window, configure as follows: a) Click Enterprise.

b) Click Small to Medium Deployment Size.

c) Click Next.

Step 5

On the Server Role in a Small to Medium Deployment window, configure as follows: a) Choose the option Administrator Server Real-time Data Server, Historical Data Server, and Detailed

Data Server (AW-HDS-DDS).

b) Click Next.

Step 6

On the Administration & Data Servers Connectivity window, configure as follows: a) Select Primary Administration & Data Server.

b) Enter the hostname of the Secondary AW-HDS-DDS in the *Secondary Administration & Data Server field.

c) Enter the site name in the Primary/Secondary Pair (Site) Name field.

Note

Ensure that the site name match with the site name defined under PG Explorer > Agent Peripheral

> Agent Distribution.

d) Click Next.

Step 7

On the Database and Options window, configure as follows: a) In the Create Database(s) on Drive field, select E.

b) Click Configure Management Service (CMS) Node.

c) Check Internet Script Editor (ISE) Server.

d) Check Next.

Step 8

On the Central Controller Connectivity window, configure as follows: a) For Router Side A enter the host name/IP address machine where Router A resides.

b) For Router Side B enter the host name/IP address machine where Router B resides.

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c) For Logger Side A enter the host name/IP address machine where Logger A resides.

d) For Logger Side B enter the host name/IP address machine where Logger B resides.

e) Enter the Central Controller Domain Name.

f) Click Central Controller Side A Preferred.

g) Click Next.

Step 9

Review the Summary window, and click Finish.

Note

Do not start service until all ICM components are installed.

Database and Log File Size

Complete the following procedure to increase the database and log sizes.

Before You Begin

Use DB Estimator Tool to calculate database and log file size.

Alternative option is to size the database and log using the values from

Table 63: Data and Log File Size, on

page 412 .

Procedure

Step 1

Open Microsoft SQL Server Management Studio.

Step 2

Expand the Database in Object Explorer.

Step 3

Choose HDS database. Right-click on the database and select Properties.

Step 4

Click Files to increase the database and log sizes.

Step 5

Ensure that Auto Growth is disabled for data and log files.

Step 6

Set the initial size of the data and log files according to DB Estimator Tool or from the following table:

Table 63: Data and Log File Size

Database

<instance>_hds

Data size (MB)

409600

Log Size

1024

Configure Unified CCE Agent PG 1

This section explains the configuration procedures you must perform for the Unified CCE Agent PG on both the side A and B.

Sequence

1

Task

Configure Network Cards, on page 338

Done?

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9

10

7

8

5

6

Sequence

2

Task

Verify the Machine in Domain, on page 334

3

Configure Unified CCE Encryption Utility, on page 340

4

Configure CUCM Peripheral Gateway for 4000 Agent Deployment

Model, on page 413

Configure Media Routing Peripheral Gateway, on page 415

Configure CTI Server, on page 417

Configure CTI OS Server, on page 332

Install JTAPI, on page 333

Verify Cisco Diagnostic Framework Portico, on page 346

Cisco SNMP Setup, on page 334

Done?

Configure CUCM Peripheral Gateway for 4000 Agent Deployment Model

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on Side

A and then repeat the same procedure for Side B.

Prepare to Add PIMs, on page 413

Add PIM1(CUCM PIM), on page 414

After Creating PIMs, on page 414

Prepare to Add PIMs

Complete the following procedure to prepare to add PIMs (Peripheral Interface Manager).

Procedure

Step 1

Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the ICM Instances pane.

Step 3

In the Add Instance window, select Facility and Instance from the drop-down list.

Step 4

Enter 0 in the Instance Number field. Click Save.

Step 5

Click Add in the Instance Components pane, and from the Component Selection dialog box choose

Peripheral Gateway.

Step 6

In the Peripheral Gateway Properties dialog box: a) Check Production mode.

b) Check Auto start system startup.

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c) Check Duplexed Peripheral Gateway.

d) In the PG Node Properties ID field, choose PG1 for Agent PG1 machine or choose PG2 for Agent PG

2 machine.

e) Click the appropriate Side (Side A or Side B).

f) Under Client Type pane, add CUCM 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 and configure PIM1 with the Client Type of Unified Communications Manager as follows:

Procedure

Step 1

Check Enabled.

Step 2

In the Peripheral name field, enter CUCM_PG_1 for Agent PG1 or enter CUCM_PG_2 for Agent PG2.

Step 3

In the Peripheral ID field, enter 5000 for Agent PG1 or enter 5001 for Agent PG2.

Step 4

In the Agent extension length field, enter extension length for this deployment.

Step 5

In the CUCM Parameters pane, configure as follows: a) In the Service field, enter the hostname of Unified Communications Manager Subscriber.

b) In the User ID field, enter pguser for Agent PG1 or enter pguser2 for Agent PG2.

c) In the User password field, enter the password of the pguser.

d) In the Mobile Agent Codec field, choose G.711 or G.729.

Step 6

Click OK.

After Creating PIMs

Procedure

Step 1

Enter 5000 for Agent PG1 or enter 5001 for Agent PG2 in the Logical Controller ID field.

Step 2

Enter 0 in the CTI Call Wrapup Data delay field.

Step 3

In the Device Management Protocol Properties dialog box, configure as follows: a) Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring

Side B.

b) Choose Call Router is local in the Side A Properties panel.

c) Choose Call Router is local in the Side B Properties panel.

d) Accept the default value in the Usable Bandwidth (kbps) field.

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e) Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 4

In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG

Public (Visible) Interfaces.

Step 5

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK.

This step applies only to Side A.

Step 6

Click the QoS button in the public interfaces section. In the PG Visible Link QoS Settings, check Enable

QoS and click OK.

This step applies only to Side A.

Step 7

In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 8

In the Check Setup Information dialog box, click Next.

Step 9

In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Media Routing Peripheral Gateway

Complete the following procedures to configure the Unified CCE Media Routing Peripheral Gateway for the

Agent PG on Side A and then repeat for Side B. The Media Routing Peripheral Gateway has two PIMs-the

MultiChannel PIM and the Outbound PIM.

You must configure this PG, even if Multichannel and Outbound are not used. In that case, this PG remains idle or can be disabled.

Configure Multichannel and Outbound PIM's 4000 Agent Deployment

Complete the following procedure to configure multichannel and outbound PIM's.

Procedure

Step 1

Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the Instance Components pane, and from the Component Selection dialog box choose

Peripheral Gateway.

Step 3

In the Peripheral Gateway Properties dialog box: a) Check Production Mode.

b) Check Auto start system startup.

c) Check Duplexed Peripheral Gateway.

d) Choose PG4 in the PG node Properties ID field.

e) Click the appropriate Side (Side A or Side B).

f) Under Client Type pane, add Media Routing to the selected types.

g) Click Next.

Step 4

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of Media Routing as follows:

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a) Check Enabled.

b) In the Peripheral name field, enter MR.

c) In the Peripheral ID field, enter 5018 for Agent PG1 (Do not create any PIM for Agent PG2).

d) In the Application Hostname (1), field, enter the host name or the IP address of the Unified WIM and

EIM services server.

e) In the Application connection port (1), field, enter the port number on the Unified WIM and EIM services server that the PIM will use to communicate with the application. The default port is 38001.

f) In the Application Hostname (2), leave the field blank.

g) In the Application connection port (2), leave the field blank.

h) In the Heartbeat interval (sec) field, enter 5.

i) In the Reconnect interval (sec) field, enter 10.

j) Click OK.

Step 5

Click Add and configure PIM2 with the client type of Media Routing as follows: a) Check Enabled.

b) In the Peripheral name field, enter MR2 or a name of your choice.

c) In the Peripheral ID field, enter 5019.

d) In the Application Hostname(1) field, enter the IP address of Agent PG1 machine on Side A.

e) In the Application Connection port (1), retain the default value.

f) In the Application Hostname (2), field, enter the IP address of Agent PG1 machine on Side B.

g) In the Application Connection port (2), retain the default value.

h) In the Heartbeat interval (sec) field, enter 5.

i) In the Reconnect interval (sec) field, enter 10 and click OK.

Step 6

Enter 5003 in the Logical Controller ID field.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field. Click Next.

Step 8

In the Device Management Protocol Properties dialog box, configure as follows: a) Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring

Side B.

b) Choose Call Router is local in the Side A Properties panel.

c) Choose Call Router is local in the Side B Properties panel.

d) Accept the default value in the Usable Bandwidth (kbps) field.

e) Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 9

In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public

(Visible) Interfaces.

This step applies only to Side A.

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 public(visible) interfaces section. In the PG Visible Link QoS Settings, check the check box Enable QoS, click OK and click Next.

Step 10 In the Check Setup Information dialog box, click Next.

Step 11 In the Setup Complete dialog box, click Finish.

Step 12 Click Exit Setup.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

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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 375

.

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.

Procedure

Step 1

Launch the Unified Communications Manager in a browser (https://{callmanager-hostname}) and log in.

Step 2

Navigate to Application > Plugins. Click Find.

Step 3

Download the Cisco JTAPI 32-bit Client for Windows.

Step 4

Install the downloaded file, accepting all of the default settings.

Step 5

At the prompt, enter the IP address for the Unified Communications Manager TFTP Server, and click Next.

Step 6

Click Finish.

Configure CTI Server

Complete the following procedure to configure the CTI server for Side A and Side B.

Procedure

Step 1

Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

In the Instance Components pane of the Components Setup dialog box click Add.

Step 3

In the Component Selection dialog box, click CTI Server.

a) Check Production mode.

b) Check Auto start at system startup.

c) Check Duplexed CTI Server.

d) Choose CG1 for Agent PG1 and choose CG2 for Agent PG2.

Note

Refer to

Table 71: Agent PG Table, on page 445

, for 12000 agent deployment.

e) Enter the system ID number corresponding to the Agent PG.

For example: Enter 1 for Agent PG1 and 2 for Agent PG2.

f) Click the appropriate side (Side A or Side B).

g) Click Next.

Step 4

In the Server Component Properties dialog box, configure as follows: a) For Side A, enter 42027 in the Client Connection Port Number field.

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b) For Side B, enter 43027 in the Client Connection Port Number field.

Step 5

Click Next.

Step 6

In the Network Interface Properties dialog box, enter the private interfaces.

Step 7

Enter the public (visible) interfaces and the CG visible interfaces, and click Next.

Step 8

Under the Check Setup Information page, verify all the settings, and click Next.

Step 9

In the Setup Completed dialog box, click Finish.

Step 10 Click Exit Setup.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Unified CCE Agent PG 2

This section explains the configuration procedures you must perform for the Unified CCE Agent PG 2 Sides

A and B.

Sequence

1

Task

Configure Network Cards, on page 338

Done?

2

Verify the Machine in Domain, on page 334

3

4

5

6

7

8

9

10

Configure Unified CCE Encryption Utility, on page 340

Configure CUCM Peripheral Gateway for 4000 Agent Deployment

Model, on page 413

Configure Outbound PIM for 4000 Agent Deployment, on page

418

Configure CTI Server, on page 417

Configure CTI OS Server, on page 332

Install JTAPI, on page 333

Verify Cisco Diagnostic Framework Portico, on page 346

Cisco SNMP Setup, on page 334

Configure Outbound PIM for 4000 Agent Deployment

Complete the following procedure to configure the outbound PIM.

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Configure Unified CCE Agent PG 2

Procedure

Step 1

Choose Start > All programs > Cisco Unified CCE Tools >Peripheral Gateway Setup.

Step 2

Click Add in the Instance Components pane, and from the Component Selection dialog box and choose

Peripheral Gateway.

Step 3

In the Peripheral Gateway Properties dialog box: a) Check Production Mode.

b) Check Auto start system startup.

c) Check Duplexed Peripheral Gateway.

d) Choose PG5 in the PG node Properties ID field.

e) Click the appropriate Side (Side A or Side B).

f) Under Client Type pane, add Media Routing to the selected types.

g) Click Next.

Step 4

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click

Add and configure PIM1 with the Client Type of Media Routing as follows: a) Check Enabled.

b) In the peripheral name field, enter MR1 or a name of your choice.

c) In the Peripheral ID field, enter 5020.

d) In the Application Hostname(1) field, enter the IP address of Agent PG2 on Side A.

e) The Application Connection port (1), retain the default value.

f) In the Application Hostname (2) field, enter the IP address of Agent PG2 on Side B.

g) The Application Connection port (2), retain the default value.

h) In the Heartbeat interval (sec) field, enter 5.

i) In the Reconnect interval (sec) field, enter 10 and click OK.

Step 5

Enter 5004 for PG5 in the Logical Controller ID field. Leave all other fields with default values and click

Next.

Step 6

In the Device Management Protocol Properties dialog box, configure as follows: a) Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring

Side B.

b) Choose Call Router is local in the Side A Properties panel.

c) Choose Call Router is local in the Side B Properties panel.

d) Accept the default value in the Usable Bandwidth (kbps) field.

e) Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 7

In the Peripheral Gateway Network Interface dialog box, enter the PG Private interface and PG Public (visible) interfaces. Click Next.

Step 8

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check

Enable QoS and click OK.

This step applies only to Side A.

Step 9

Click the QoS button in the visible interfaces section. In the PG Visible Link QoS Settings, check Enable

QoS, click OK and click Next.

This step applies only to Side A.

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Step 10 Click Next on the Check Setup Information dialog box.

Step 11 In the Setup Complete dialog box, click Finish.

Step 12 Click Exit Wizard.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Unified CCE VRU PG

This table lists the configuration procedures you must perform for the Unified CCE VRU PG for Sides A and

Side B.

Table 64: Configure Unified CCE VRU PG for Side A and Side B

Done?

4

5

6

2

3

Sequence

1

Task

Configure Network Cards, on page 338

Verify the Machine in Domain, on page 334

Configure Unified CCE Encryption Utility, on page 340

Configure VRU PG, on page 420

Verify Cisco Diagnostic Framework Portico, on page 346

Cisco SNMP Setup, on page 334

Configure VRU PG

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on Side

A and then repeat the same procedure for Side B.

Prepare to Add PIMs, on page 420

Add VRU PIMs, on page 421

After Creating PIMs, on page 422

Prepare to Add PIMs

Complete the following procedure to prepare to add PIMs (Peripheral Interface Manager).

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Procedure

Step 1

Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the ICM Instances pane.

Step 3

In the Add Instance window, select Facility and Instance from the drop-down list.

Step 4

Enter 0 in the Instance Number field. Click Save.

Step 5

Click Add in the Instance Components pane, and from the Component Selection dialog box choose

Peripheral Gateway.

Step 6

In the Peripheral Gateway Properties dialog box: a) Check Production mode.

b) Check Auto start system startup.

c) Check Duplexed Peripheral Gateway.

d) Choose PG3 in the PG Node Properties field.

e) Click the appropriate Side (Side A or Side B).

f) Under Client Type pane, add VRU to the selected types.

g) Click Next.

Add VRU PIMs

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM (total Sixteen PIMs) with the Client Type of VRU as follows:

Procedure

Step 1

Check Enabled.

Step 2

In the Peripheral Name, Peripheral ID, and VRU host name fields, enter the following values respective to the CVP servers:

PIMs Peripheral Name Peripheral ID for

4000 Agent

Deployment

Peripheral ID for

Small Contact

Center Agent

Deployment

VRU Host name

PIM1

PIM2

PIM3

PIM4

PIM5

PIM6

PIM7

PIM8

CVP_PG_1A

CVP_PG_1B

CVP_PG_2A

CVP_PG_2B

CVP_PG_3A

CVP_PG_3B

CVP_PG_4A

CVP_PG_4B

5002

5003

5004

5005

5006

5007

5008

5009

5001

5002

5003

5004

5005

5006

5007

5008

IP Address of CVP 1A

IP Address of CVP 1B

IP Address of CVP 2A

IP Address of CVP 2B

IP Address of CVP 3A

IP Address of CVP 3B

IP Address of CVP 4A

IP Address of CVP 4B

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PIMs

PIM9

PIM10

PIM11

PIM12

PIM13

PIM14

PIM15

PIM16

Peripheral Name Peripheral ID for

4000 Agent

Deployment

CVP_PG_5A

CVP_PG_5B

CVP_PG_6A

CVP_PG_6B

CVP_PG_7A

CVP_PG_7B

CVP_PG_8A

CVP_PG_8B

5010

5011

5012

5013

5014

5015

5016

5017

5011

5012

5013

5014

Peripheral ID for

Small Contact

Center Agent

Deployment

5009

5010

5015

5016

VRU Host name

IP Address of CVP 5A

IP Address of CVP 5B

IP Address of CVP 6A

IP Address of CVP 6B

IP Address of CVP 7A

IP Address of CVP 7B

IP Address of CVP 8A

IP Address of CVP 8B

Step 3

In the VRU connect port field, enter 5000.

Step 4

In the Reconnect interval (sec) field, enter 10.

Step 5

In the Heartbeat interval (sec) field, enter 5.

Step 6

In the DSCP field, choose CS(324).

Step 7

Click OK.

Step 8

Repeat the above steps for the remaining PIMs.

After Creating PIMs

Procedure

Step 1

Enter the appropriate Peripheral ID in the Logical Controller ID field.

Step 2

Enter 0 in the CTI Call Wrapup Data delay field.

Step 3

In the VRU Reporting pane, select Service Control and check Queue Reporting. Click Next.

Step 4

In the Device Management Protocol Properties dialog box, configure as follows: a) Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring

Side B.

b) Choose Call Router is local in the Side A Properties panel.

c) Choose Call Router is local in the Side B Properties panel.

d) Accept the default value in the Usable Bandwidth (kbps) field.

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e) Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 5

In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG

Public (Visible) Interfaces.

Step 6

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK.

This step applies only to Side A.

Step 7

Click the QoS button in the Public (Visible) Interfaces section. In the PG Visible Link QoS Settings, check the check box Enable QoS, click OK and click Next.

This step applies only to Side A.

Step 8

In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 9

In the Check Setup Information dialog box, click Next.

Step 10 In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Unified Intelligence Center

Follow these tasks to configure Unified Intelligence Center.

Sequence Task

1

2

3

Configure Unified Intelligence Center Publisher, on page 381

Configure Unified Intelligence Center Subscriber, on page 381

Install VMware Tools, on page 252

Done?

4

5

6

Configure Unified Intelligence Center Reporting, on page 382

Configure Unified Intelligence Center Administration, on page

385

Configure SNMP, on page 401

Configure Live Data Reporting System

Sequence

1

2

Task

Configure Live Data AW-Access,

on page 387

Done?

Configure Live Data Machine

Services, on page 388

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4

5

6

Sequence

3

Task

Configure Live Data Unified

Intelligence Data Sources, on page

389

Done?

Configure Live Data Reporting

Interval, on page 390

Import Live Data Reports, on page

391

Add Certificate for HTTPS

Gadget, on page 391

Create Customer Instance for Small Contact Center Agent

Deployment Model

Follow these sequence of tasks to create the customer instance to deploy small agent for Cisco HCS for Contact

Center. After each task, return to this page and mark the task “done” and continue the sequence.

Table 65: Create Customer Instance for core components

7

8

5

6

1

2

Sequence Task

Upgrade VMware Tools, on page 320

Set Up Virtual Machine Startup and Shutdown, on page 320

3

4

Create DNS Server for Finesse in Small Contact Center

Deployment, on page 436

Configure Unified CCE Rogger for Small Contact Center Agent

Deployment , on page 425

Done

Configure Unified CCE AW-HDS-DDS, on page 409

Configure Unified CCE VRU PG, on page 420

Configure Unified CVP, on page 347

Configure Cisco IOS Enterprise Voice Gateway, on page 369

9

Configure Unified Intelligence Center , on page 423

Table 66: Configure Dedicated Components Sub Customer Option

Sequence Task

1

Set Up Virtual Machine Startup and Shutdown, on page 320

Done

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3

4

Sequence Task

2

Configure Unified CCE Agent PG for Small Contact Center

Agent Deployment, on page 428

Configure Unified Communications Manager, on page 375

5

Increase the SW MTP and SW Conference Resources, on page

435

Configure Cisco Finesse, on page 392

Done

Table 67: Configure Shared Components Sub Customer Option

Sequence Task

1

2

3

4

Set Up Virtual Machine Startup and Shutdown, on page 320

Configure Unified CCE Agent PG for Small Contact Center

Agent Deployment, on page 428

Configure Shared Unified Communications Manager, on page

435

Configure Cisco Finesse, on page 392

Done

After creating customer instance for shared core components and sub customer components for small contact center agent deployment, configure unified CCDM to integrate with the Internet Script Editor. See

Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with CCDM, on page 473

Configure Unified CCE Rogger for Small Contact Center Agent Deployment

This section explains the configuration procedures you must perform for the Unified CCE Rogger.

Sequence Task

1

Configure Network Cards, on page 338

Done?

5

6

2

3

4

7

8

Verify the Machine in Domain, on page 334

Configure the Domain Manager, on page 324

Configure Unified CCE Encryption Utility, on page 340

Configure SQL Server, on page 341

Configure Secondary Drive, on page 341

Configure the Unified CCE Logger, on page 405

Configure Unified CCE Router for Small Contact

Center, on page 427

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Sequence Task

9

Load Base Configuration for Small Contact Center Agent

Deployment , on page 426

Done?

10

Verify Cisco Diagnostic Framework Portico, on page

346

11

Cisco SNMP Setup, on page 334

Load Base Configuration for Small Contact Center Agent Deployment

Complete this procedure to upload the following base configuration parameters. For more information on base configuration parameter see

Base Configuration Parameters for Small Contact Center Agent Deployment,

on page 780 .

1

PG Explorer

2

Network VRU Explorer

3

System Information

4

Expanded Call Variable List

5

Network VRU

6

Default Agent Desk Settings

7

Application Instance List

8

Media Class for Multi Channel

9

Media Routing Domain

10

Network VRU Mapping

11

Agent Targeting Rule

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Procedure

Step 1

Download the HCS-10(1)-100-Agent-Day1-Configuration.zip

file. Save it locally and unzip it.

Step 2

Download the Domain_Update_Tool.zip

file. Save it locally and unzip it.

Step 3

Copy the configuration folder to the local drive of CCE Rogger on Side A.

Step 4

Open the ICMDBA Tool on the CCE Rogger on Side A.

Step 5

Select the CCE Rogger and expand the tree to <instance name>_sideA.

Step 6

Select Data on the menu bar and click Import.

Step 7

Browse to locate the configuration folder and click Open.

Step 8

Click OK and then click Import.

Step 9

Click Start and then click OK on all messages.

Step 10 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 Rogger Side A.

b) For Database name, enter <instance_sideA (Logger database)>.

c) For Domain Name, enter the customer's domain name.

Step 11 Return to the ICMDBA tool. Open Data on the menu bar and click Synchronize.

a) Enter the hostname for the CCE Rogger on Side A.

b) Enter the database name as <instance name>_sideA for the source side.

c) Enter the hostname for the CCE Rogger on Side B.

d) Enter the database name as <instance name>_sideB for the target side.

e) Click Synchronize.

Step 12 Click Start and then click OK on all messages.

Configure Unified CCE Router for Small Contact Center

Complete the following procedure to configure the Unified CCE Router.

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Procedure

Step 1

Launch the Unified CCE Web Setup.

Step 2

Sign in as the domain user with local Administrator permission.

Step 3

Navigate to Component Management > Routers.

Step 4

Click Add to set up the Call Router.

Step 5

In the Deployment window, select the appropriate Side .

Step 6

Select Duplexed and click Next.

Step 7

In the Router Connectivity window, configure the Private Interface and Public (Visible) Interfaces. Click

Next.

Step 8

In the Enable Peripheral Gateways dialog box, enter 1-80 in the Enable Peripheral Gateways field. Click

Advanced below to expand.

Step 9

Under Advanced, in the Enable Peripheral Gateway dialog box, enter 81-150. Click Next .

Step 10 In the Router Options window, configure the following, and click Next .

a) Check Enable Database Routing b) Check Enable Quality of Service (QoS). (Applicable to Side A only.)

Step 11 In Router Quality of Service window, click Next .

Step 12 In the Summary window, make sure that the Router summary is correct, then click Finish .

Note

Do not start service until all ICM components are installed.

Configure Unified CCE Agent PG for Small Contact Center Agent Deployment

This section explains the configuration procedures you must perform for the Unified CCE Agent PG for small contact center agent deployment Sides A and B.

Sequence

1

Task

Configure Network Cards, on page 338

Done?

2

3

4

5

6

7

Verify the Machine in Domain, on page 334

Configure the Domain Manager, on page 324

Configure Unified CCE Encryption Utility, on page 340

Configure CUCM Peripheral Gateway for Small Contact Center

Agent Deployment Model, on page 429

Configure Media Routing Peripheral Gateway for Small Contact

Center Agent Deployment Model , on page 432

Configure CTI Server for Small Contact Center Agent Deployment

Model, on page 432

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10

11

Sequence

8

Task

Configure CTI OS Server, on page 332

9

Install JTAPI, on page 333

Verify Cisco Diagnostic Framework Portico, on page 346

Cisco SNMP Setup, on page 334

Done?

Configure CUCM Peripheral Gateway for Small Contact Center Agent Deployment Model

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on Side

A and then repeat the same procedure for Side B.

Add Agent PG Using Unified CCE Configuration Manager , on page 429

Prepare to Add PIMs, on page 430

Add PIM1(CUCM PIM), on page 430

After Creating PIMs, on page 431

Add Agent PG Using Unified CCE Configuration Manager

Complete the following procedure to add an Agent PG using Unified CCE Configuration Manager.

Procedure

Step 1

On the Unified CCE Admin Workstation Server, navigate to Start > Cisco Unified CCE Tools >

Administration Tools > Configuration Manager.

Step 2

In Configuration Manager Window, expand Tools > Explorer Tools and open PG Explorer.

Step 3

Click Add PG and enter the following values in Logical Controller pane.

a) In the Peripheral name, enter CUCM_PG_XX, where XX is the Agent PG number.

b) In the Client type, choose CUCM.

Step 4

Click on the Peripheral under PG and enter the following values in Peripheral tab.

a) In the Default desk settings filed, choose Default_Agent_Desk_settings.

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b) Check Enable post routing.

Step 5

Click on the Routing client tab and enter a name for Routing client.

Step 6

Click Save and Close.

Step 7

In the Configuration Manager window, choose Tools > Explorer Tools > Network VRU Explorer .

Step 8

Choose Retrieve > CVP_Network_VRU > Add Label, enter the routing client you have created in Step 5 and enter the label value as 7777777777 .

Step 9

Click Save and Close.

Step 10 In Configuration Manager window, choose List Tools > Agent Targeting.

Step 11 Click Retrieve > Select Add > In the Attributes field Enter Name > Select the Peripheral as CUCM PG >

Select the Rule Type as Agent Extension > Routing Client > Add and select the newly added Routing Client and all the CVP routing clients available > Extension Range > Add the supported extension range.

Step 12 Click Save and Close.

Prepare to Add PIMs

Complete the following procedure to prepare to add PIMs (Peripheral Interface Manager).

Procedure

Step 1

Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the ICM Instances pane.

Step 3

In the Add Instance window, select Facility and Instance from the drop-down list.

Step 4

Enter 0 in the Instance Number field. Click Save.

Step 5

Click Add in the Instance Components pane, and from the Component Selection dialog box choose

Peripheral Gateway.

Step 6

In the Peripheral Gateway Properties dialog box:

1

Uncheck Production mode.

2

Uncheck Auto start system startup.

3

Check Duplexed Peripheral Gateway.

4

In the PG Node Properties ID field, choose PGXX where XX is the Agent PG number

5

Click the appropriate Side (Side A or Side B).

6

Under Client Type pane, add CUCM to the selected types.

7

Click Next.

Add PIM1(CUCM PIM)

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of Unified Communications Manager as follows:

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Procedure

Step 1

Check Enabled.

Step 2

In the Peripheral name field, enter CUCM_PG_XX, where XX is the Agent PG number

Step 3

In the Peripheral ID field, Refer to PG explorer and enter the value.

Step 4

In the Agent extension length field, enter 8 as extension length for this deployment.

Step 5

In the CUCM Parameters pane, configure as follows:

1

In the Service field, enter the hostname of Unified Communications Manager Subscriber.

2

In the User ID field, enter pguser.

3

In the User password field, enter the password of the pguser.

4

In the Mobile Agent Codec field, choose G.711 or G.729.

Step 6

Click OK.

After Creating PIMs

Procedure

Step 1

Refer to PG Explorer and Enter the value in the Logical Controller ID field.

Step 2

Enter 0 in the CTI Call Wrapup Data delay field and Click Next.

Step 3

In the Device Management Protocol Properties dialog box, configure as follows:

1

Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring

Side B.

2

Choose Call Router is local in the Side A Properties panel.

3

Choose Call Router is local in the Side B Properties panel.

4

Accept the default value in the Usable Bandwidth (kbps) field.

5

Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 4

In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Public

(Visible) Interfaces.

Step 5

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK.

This step applies only to Side A.

Step 6

Click the QoS button in the public (visible) interfaces section. In the PG Visible Link QoS Settings, check

Enable QoS and click OK.

This step applies only to Side A.

Step 7

In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 8

In the Check Setup Information dialog box, click Next.

Step 9

In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

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Configure CTI Server for Small Contact Center Agent Deployment Model

Before You Begin

Complete the following procedure to configure the CTI server for Side A and Side B.

Procedure

Step 1

Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

In the Instance Components pane of the Components Setup dialog box click Add.

Step 3

In the Component Selection dialog box, click CTI Server.

1

Uncheck Production mode.

2

Uncheck Auto start at system startup.

3

Check Duplexed CTI Server.

4

Choose CGXX where XX is the PG number.

5

Enter XX as ICM System ID where XX is the Agent PG number.

6

Click the appropriate side (Side A or Side B).

7

Click Next.

Step 4

In the Server Component Properties dialog box, configure as follows:

1

For Side A, enter 42027 in the Client Connection Port Number field.

2

For Side B, enter 43027 in the Client Connection Port Number field.

Step 5

Click Next.

Step 6

In the CTI Server Network Interface Properties dialog box, enter the PG private interfaces, CG private interfaces, and CG visible interfaces details and click Next.

Step 7

Under the Check Setup Information page, verify all the settings, and click Next.

Step 8

In the Setup Completed dialog box, click Finish.

Step 9

Click Exit Setup.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Media Routing Peripheral Gateway for Small Contact Center Agent Deployment

Model

Add Media Routing PG Using Unified CCE Configuration Manager

Complete the following procedure to add a Media Routing PG using Unified CCE Configuration Manager.

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Procedure

Step 1

On the Unified CCE Admin Workstation Server, navigate to Start > Cisco Unified CCE Tools >

Administration Tools > Configuration Manager.

Step 2

In Configuration Manager Window, expand Tools > Explorer Tools and open PG Explorer.

Step 3

Click Add PG and enter the following values in Logical Controller pane.

a) In the Peripheral name, enter MR_PG_XX, where XX is the MR PG number.

b) In the Client type, choose MediaRouting.

Step 4

Click on the Peripheral under PG and enter the following values.

a) In the Peripheral tab, rename the Name field and Peripheral name field as MultiMedia_XX (XX is MR

PG number) and Check Enable post routing.

b) In the Routing Client tab, enter a name for Multimedia Routing client.

c) In the Advanced tab, set the Network VRU as MR_Network_VRU

Step 5

Click (2) Add Peripheral button and enter the following values.

a) In the Peripheral tab, rename the Name field and Peripheral name field as Outbound_XX (XX is MR

PG number) andCheck Enable post routing.

b) In the Routing Client tab, enter a name for Multimedia Routing client.

c) In the Advanced tab,set the Network VRU as MR_Network_VRU

Step 6

Click Save and Close.

Step 7

In Configuration Manager, Click List Tools, Select Agent Targeting Rule.

Step 8

Click Retrieve, Select Add, In the Attributes Tab Enter Name, In the Peripheral list, Select CUCM PG,

Select Rule Type as Agent Extension, In the Routing Client section, Select Add and select the newly added

Outbound Routing Client, Click OK. In the Extension Ranges section, Click Add and Provide the supported extension range, Click OK.

Step 9

Click Save and Close.

Configure Media Routing Peripheral Gateway for Small Contact Center Agent Deployment Model

Complete the following procedure to configure Media Routing Peripheral gateway on Side A and then repeat the same procedure for Side B.

Procedure

Step 1

Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral

Gateway.

Step 3

In the Peripheral Gateway Properties dialog box: a) Check Production Mode.

b) Check Auto start system startup.

c) Check Duplexed Peripheral Gateway.

d) Choose PG in the PG node Properties ID field.

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e) Click the appropriate Side (Side A or Side B).

f) Under Client Type pane, add Media Routing to the selected types.

g) Click Next.

Step 4

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click

Add and configure PIM1 with the Client Type of Media Routing as follows: a) Check Enabled.

b) In the Peripheral name field, enter MR.

c) In the Peripheral ID field, enter Peripheral ID for Media Routing. Get the ID form PG Explorer tool.

d) In the Application Hostname (1), field, enter the host name or the IP address of the Unified WIM and EIM services server.

e) In the Application connection port (1), field, enter the port number on the Unified WIM and EIM services server that the PIM will use to communicate with the application. The default port is 38001.

f) In the Application Hostname (2), leave the field blank.

g) In the Application connection port (2), leave the field blank.

h) In the Heartbeat interval (sec) field, enter 5.

i) In the Reconnect interval (sec) field, enter 10.

j) Click OK.

Step 5

Click Add and configure PIM2 with the client type of Media Routing as follows: a) Check Enabled.

b) In the Peripheral name field, enter MR2 or a name of your choice.

c) In the Peripheral ID field, Get the Peripheral ID from PG explorer.

d) In the Application Hostname(1) field, enter the IP address of Agent PG1 machine on Side A.

e) In the Application Connection port (1), retain the default value.

f) In the Application Hostname (2), field, enter the IP address of Agent PG1 machine on Side B.

g) In the Application Connection port (2), retain the default value.

h) In the Heartbeat interval (sec) field, enter 5.

i) In the Reconnect interval (sec) field, enter 10 and click OK.

Step 6

Enter the Logical Controller ID field.Get the ID from PG explorer.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field. Click Next.

Step 8

In the Device Management Protocol Properties dialog box, configure as follows: a) Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring

Side B.

b) Choose Call Router is local in the Side A Properties panel.

c) Choose Call Router is local in the Side B Properties panel.

d) Accept the default value in the Usable Bandwidth (kbps) field.

e) Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 9

In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Visible Interfaces details. This step applies only to Side A.

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.

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b) Click the QoS button in the public(visible) interfaces section. In the PG Visible Link QoS Settings, check the check box Enable QoS, click OK and click Next.

Step 10 In the Check Setup Information dialog box, click Next.

Step 11 In the Setup Complete dialog box, click Finish.

Step 12 Click Exit Setup.

Note

Do not start Unified ICM/CCNodeManager until all ICMcomponents are installed.

Increase the SW MTP and SW Conference Resources

Procedure

Step 1

Login to the CUCM Administration web page.

Step 2

Under the System tab, select the Service Parameter.

Step 3

Select the CUCM server from the drop-down list.

Step 4

Select the Cisco IP Voice Media Streaming App service.

Step 5

Modify the Conference Bridge (CFB) parameters and the Media Termination Point (MTP) parameters field as following:

• SW CFB:

Default total conference parties : 48 (16 CFB 3-party sessions)

Maximum conference parties : 256 (85 CFB 3-party sessions)

• SW MTP:

Default total MTP parties : 48 (24 MTP sessions with 2-parties per session)

Maximum MTP parties : 512 (256 MTP sessions)

Configure Shared Unified Communications Manager

Follow this sequence of tasks to configure shared Unified Communications Manager:

Sequence

1

Task

Configure Unified Communications Manager Publisher, on

page 375

Done?

2

3

Configure Unified Communications Manager Subscriber, on

page 376

Install VMware Tools, on page 252

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Create DNS Server for Finesse in Small Contact Center Deployment

9

10

11

6

7

8

Sequence

4

5

12

Task

Unified Communications Manager License, on page 377

Activate Services , on page 379

Validate Clusterwide Domain Configuration, on page 380

Install JTAPI on Unified CCE Servers, on page 380

Configure SNMP, on page 401

Setup Partition, on page 753

Setup Calling Search Space, on page 754

Associate CSS and Partition with Phones and Lines, on page

754

Associate CSS with Trunk, on page 755

Done?

Create DNS Server for Finesse in Small Contact Center Deployment

Few VOS machines (like Finesse) require a DNS server resolution to be locally available in the same network for successful VOS installation. It is recommended to install DNS in the Sub customer network for Small

Contact Center deployment.

Complete the following procedures to create DNS server:

Enable DNS server, on page 437

Configure DNS Server, on page 437

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Enable DNS server

Procedure

Step 1

Login in the Server machine in Sub customer network

Step 2

Navigate to Administrative Tools > Server Manager

Step 3

On Left side pane, Click Roles.

Step 4

In the Roles window, Click Add Roles.

Step 5

Click Next in the Add Roles Wizard.

Step 6

In Select Server Roles window, Check DNS Server. Click Next.

Step 7

In DNS server Window, Click Next.

Step 8

In Confirm Installation Selections, Click Install and Close Wizard after installation.

Configure DNS Server

Procedure

Step 1

Navigate to Start > Administrative Tools > DNS.

Step 2

Expand the Server on Left side pane.

Step 3

Right-click on Forward Lookup Zones and Click New Zone.

Step 4

In the New Zone Wizard, Click Next.

Step 5

In the Zone type window, choose Primary zone. Click Next.

Step 6

In the Zone Name window, Enter the Fully qualified DNS name. Click Next.

Step 7

In Zone File window, Choose Create a new file with this file name. Click Next.

Step 8

In the Dynamic Update window, Choose Do not allow dynamic updates. Click Next

Step 9

Click Finish.

Step 10 Right-click on Reverse Lookup Zones and Click New zone.

Step 11 In the New Zone Wizard, Click Next

Step 12 In the Zone type window, choose Primary zone. Click Next.

Step 13 In the Reverse Lookup Zone Name, choose IPv4 Reverse Lookup Zone. Click Next.

Step 14 Enter the first three octets of IP address in Network field. Click Next.

Note

For Small Contact Center deployment model customer needs to add reverse lookup zone for both shared and Internal IP's, only if customer is using shared DNS for finesse Installation.

Example:

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Create Reverse Lookup zone for 10.10.10.X (Shared IP) and 20.20.20.X (Internal IP).

Step 15 In Zone File window, Choose Create a new file with this file name. Click Next.

Step 16 In the Dynamic Update window, Choose Do not allow dynamic updates. Click Next.

Step 17 Click Finish.

Configure Host in DNS Server

Procedure

Step 1

Navigate to DNS Manager.

Step 2

Right click on the Forward domain zone. Select New Host (A or AAAA).

Step 3

Enter Host Name.

Step 4

Enter IP address of the host.

Step 5

Check the Create associated pointer (PTR) Record check box. Click Add host.

Step 6

Click Ok. Click Done

Note

For Small Contact Center Deployment model the below steps should be followed, only if customer is using shared DNS for finesse installation:

1

Customer should add Finesse internal IP (Not the natted IP ) in both Forward and Reverse lookup zone of shared DNS.

2

Customer need to add unique Finesse hostname in DNS server whereas the IP address could be same.

3

Once the finesse primary and secondary installation is Done successfully, remove the host entry only from Reverse look up zone of Finesse Internal IP.

4

The OS customization of Finesse servers for all sub customers should be done in sequential manner not in parallel.

Create Customer Instance for 12000 Agent Deployment Model

Follow this sequence of tasks to create the customer instance to deploy 12000 agent for Cisco HCS for Contact

Center. After each task, return to this page to mark the task "done" and continue the sequence.

Table 68: Create customer instance for 12000 agent deployment of Cisco HCS for Contact Center

1

2

Sequence Task

Upgrade VMware Tools, on page 320

Set Up Virtual Machine Startup and Shutdown, on page 320

Done?

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Configure Unified CCE Logger

10

11

12

13

14

15

5

6

7

8

3

4

Sequence Task

Create a Domain Controller Server, on page 321

Configure Unified CCE Logger , on page 439

Configure Unified CCE Router, on page 441

Configure Unified CCE AW-HDS, on page 441

Configure Unified CCE HDS-DDS, on page 443

9

Configure Unified CCE Agent PG’s for 12000 Agent

Deployment, on page 445

Configure Unified CCE VRU PG’s for 12000 Agent

Deployment, on page 447

Configure Unified CVP, on page 347

Configure Cisco IOS Enterprise Voice Gateway, on page 369

Configure Unified Communications Manager, on page 375

Configure Unified Intelligence Center , on page 423

Configure Live Data Reporting System, on page 423

Configure Cisco Finesse, on page 392

Done?

Configure Unified CCE Logger

This section explains the configuration procedures you must perform for the Unified CCE Logger.

Sequence Task Done?

1

Configure Network Cards, on page 338

2

3

4

5

6

7

8

9

Verify the Machine in Domain, on page 334

Configure the Domain Manager, on page 324

Configure Unified CCE Encryption Utility, on page 340

Configure SQL Server, on page 341

Configure Secondary Drive, on page 341

Configure the Unified CCE Logger, on page 405

Load Base Configuration, on page 440

Verify Cisco Diagnostic Framework Portico, on page

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Configure Unified CCE Logger

Sequence Task

10

Cisco SNMP Setup, on page 334

Done?

Load Base Configuration

Complete this procedure to upload the following base configuration parameters. For more information on base configuration parameter see

Base Configuration Parameters for 12000 Agent Deployment, on page 783

.

1

PG Explorer

2

Network VRU Explorer

3

System Information

4

Expanded Call Variable List

5

Network VRU

6

Default Agent Desk Settings

7

Application Instance List

8

Media Class for Multi Channel

9

Media Routing Domain

10

Network VRU Mapping

11

Agent Targeting Rule

12

Outbound Dialer

Procedure

Step 1

Download the HCS-10(1)-12000-Agent-Day1-Configuration.zip

file. Save it locally and unzip it.

Step 2

Download the Domain_Update_Tool.zip

file. Save it locally and unzip it.

Step 3

Copy the configuration folder to the local drive of CCE Logger on Side A.

Step 4

Open the ICMDBA Tool on the CCE Logger on Side A.

Step 5

Select the CCE Logger and expand the tree to <instance name>_sideA.

Step 6

Select Data on the menu bar and click Import.

Step 7

Browse to locate the configuration folder and click Open.

Step 8

Click OK and then click Import.

Step 9

Click Start and then click OK on all messages.

Step 10 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 Logger Side A.

b) For Database name, enter <instance_sideA (Logger database)>.

c) For Domain Name, enter the customer's domain name.

Step 11 Return to the ICMDBA tool. Open Data on the menu bar and click Synchronize.

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a) Enter the hostname for the CCE Logger on Side A.

b) Enter the database name as <instance name>_sideA for the source side.

c) Enter the hostname for the CCE Logger on Side B.

d) Enter the database name as <instance name>_sideB for the target side.

e) Click Synchronize.

Step 12 Click Start and then click OK on all messages.

Configure Unified CCE Router

This section explains the configuration procedures you must perform for the Unified CCE Router.

Sequence Task

1

Configure Network Cards, on page 338

Done?

2

Validate Network Card, on page 348

3

4

5

6

Configure Unified CCE Encryption Utility, on page 340

Configure the Unified CCE Router, on page 405

Verify Cisco Diagnostic Framework Portico, on page

346

Cisco SNMP Setup, on page 334

Configure Unified CCE AW-HDS

This section explains the configuration procedures you must perform for the Unified CCE AW-HDS for Sides

A and B.

Table 69: Configuring Unified CCE AW-HDS for Side A and Side B

Done?

4

5

2

3

Sequence

1

Task

Configure Network Cards, on page 338

Verify the Machine in Domain, on page 334

Configure Unified CCE Encryption Utility, on page 340

Configure SQL Server, on page 341

Configure Secondary Drive, on page 341

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

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Configure Unified CCE AW-HDS

8

9

Sequence

6

Task

AW-HDS, on page 442

7

Verify Cisco Diagnostic Framework Portico, on page 346

Cisco SNMP Setup, on page 334

Final Tasks, on page 346

Done?

AW-HDS

Create Instance, on page 410

Create HDS Database, on page 410

Configure AW-HDS, on page 442

Database and Log File Size, on page 412

Configure AW-HDS

Complete the following procedure to install the Cisco Unified CCE Administration Server & Real-time,

Historical Data Server (AW-HDS).

Procedure

Step 1

Choose Component Management>Administration & Data Servers.

Step 2

Click Add.

Step 3

On the Deployment window, choose the current instance.

Step 4

On the Add Administration & Data Servers window, configure as follows: a) Click Enterprise.

b) Click Large deployment size.

c) Click Next.

Step 5

On the Server Role in Large Deployment window, configure as follows: a) Choose the option Administration Server and Real-time and Historical Data Server (AW-HDS).

b) Click Next.

Step 6

On the Administration & Data Servers Connectivity window, configure as follows: a) Select Primary Administration & Data Server.

b) Enter the hostname of the secondary AW-HDS in the Secondary Administration & Data Server field.

c) Enter the site name in Primary/Secondary Pair (Site) Name field.

Note

Ensure that the site name match with the site name defined under PG Explorer > Agent Peripheral

> Agent Distribution .

d) Click Next.

Step 7

On the Database and Options window, configure as follows:

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a) In the Create Database(s) on Drive field, select the secondary drive (typically D or E).

b) Check the Configuration Management Service (CMS) Node.

c) Check Internet Script Editor (ISE) Server.

d) Click Next.

Step 8

On the Central Controller Connectivity window, configure as follows: a) For Router Side A enter the host name/IP address machine where Router A resides.

b) For Router Side B enter the host name/IP address machine where Router B resides.

c) For Logger Side A enter the host name/IP address machine where Logger A resides.

d) For Logger Side B enter the host name/IP address machine where Logger B resides.

e) Enter the Central Controller Domain Name .

f) Click Central Controller Side A Preferred .

g) Click Next .

Step 9

Review the Summary window, and click Finish.

Note

Do not start services until all ICM components are installed.

Configure Unified CCE HDS-DDS

This section explains the configuration procedures you must perform for the Unified CCE HDS-DDS for

Sides A and B.

Table 70: Configuring Unified CCE HDS-DDS for Side A and Side B

Done?

6

7

8

4

5

2

3

Sequence

1

Task

Configure Network Cards, on page 338

Validate Network Card, on page 348

Configure Unified CCE Encryption Utility, on page 340

Configure SQL Server, on page 341

Configure Secondary Drive, on page 341

HDS-DDS, on page 443

Verify Cisco Diagnostic Framework Portico, on page 346

Cisco SNMP Setup, on page 334

HDS-DDS

Create Instance, on page 410

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Configure Unified CCE HDS-DDS

Create HDS Database, on page 410

Configure HDS-DDS, on page 444

Database and Log File Size, on page 412

Configure HDS-DDS

Complete the following procedure to install the Cisco Unified CCE Administration Server & Real-time,

Historical Data Server (AW-HDS).

Procedure

Step 1

Choose Component Management>Administration & Data Servers.

Step 2

Click Add.

Step 3

On the Deployment window, choose the current instance.

Step 4

On the Add Administration & Data Servers window, configure as follows: a) Click Enterprise.

b) Click Large deployment size.

c) Click Next.

Step 5

On the Server Role in Large Deployment window, configure as follows: a) Choose the option Historical Data Server and Detailed Data Server (HDS-DDS).

b) Click Next.

Step 6

On the Administration & Data Servers Connectivity window, configure as follows: a) Select Primary Administration & Data Server.

b) Enter the hostname of the secondary HDS-DDS in the Secondary Administration & Data Server field.

c) Enter the site name in Primary/Secondary Pair (Site) Name field.

Note

Ensure that the site name match with the site name defined under PG Explorer > Agent Peripheral

> Agent Distribution .

d) Click Next.

Step 7

On the Database and Options window, configure Create Database(s) on Drive field, select the secondary drive (typically D or E).

Step 8

On the Central Controller Connectivity window, configure as follows: a) For Router Side A enter the host name/IP address machine where Router A resides.

b) For Router Side B enter the host name/IP address machine where Router B resides.

c) For Logger Side A enter the host name/IP address machine where Logger A resides.

d) For Logger Side B enter the host name/IP address machine where Logger B resides.

e) Enter the Central Controller Domain Name .

f) Click Central Controller Side A Preferred .

g) Click Next .

Step 9

Review the Summary window, and click Finish.

Note

Do not service until all ICM components are installed.

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Configure Unified CCE Agent PGs for 12000 Agent Deployment

Configure Unified CCE Agent PGs for 12000 Agent Deployment

This section explains the configuration procedures you must perform for the Unified CCE PG side A and B.

HCS for CC 12000 Agent Deployment model requires 6 Agent PG servers. Please repeat the configuration procedures for each Agent PG Server.

Sequence

1

Task

Configure Network Cards, on page 338

Done?

2

Verify the Machine in Domain, on page 334

3

4

5

6

7

8

9

10

11

Configure the Domain Manager, on page 324

Configure Unified CCE Encryption Utility, on page 340

Configure CUCM Peripheral Gateway for 12000 Agent

Deployment, on page 445

Configure Media Routing Peripheral Gateway for 12000 Agent

Deployment

Configure CTI Server, on page 417

Configure CTI OS Server, on page 332

Install JTAPI, on page 333

Verify Cisco Diagnostic Framework Portico, on page 346

Cisco SNMP Setup, on page 334

Configure CUCM Peripheral Gateway for 12000 Agent Deployment

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on SideA and then repeat the same procedure for Side B. HCS for CC 12000 Agent Deployment model requires 6 Agent

PG servers. Repeat the configuration procedures for each Agent PG Server that are mentioned below:

Table 71: Agent PG Table

Agent PG

Server

Agent PG 1

PG

Node

PG1

Agent PG 2 PG2

CG

Node

CG1

CG2

Peripheral ID

5000

Service

IP Address of CUCM 1 SUB

1

User ID

pguser

Logical

Controller ID

5000

5001 IP Address of CUCM 1 SUB

2 pguser2 5001

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Agent PG

Server

Agent PG 3

PG

Node

PG3

Agent PG 4

Agent PG 5

Agent PG 6

PG4

PG5

PG6

CG

Node

CG3

CG4

CG5

CG6

Peripheral ID

5002

Service

IP Address of CUCM 2 SUB

1

User ID

pguser

Logical

Controller ID

5002

5003

5004

IP Address of CUCM 2 SUB

2 pguser2 5003

IP Address of CUCM 3 SUB

1 pguser 5004

5005 IP Address of CUCM 3 SUB

2 pguser2 5005

Procedure

Step 1

Choose Start >All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the ICM Instances pane.

a) In the Add Instance window, select Facility and Instance from the drop-down list.

b) Enter 0 in the Instance Number field. Click Save.

Step 3

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral

Gateway.

Step 4

In the Peripheral Gateway Properties dialog box: a) Check Production Mode.

b) Check Auto start system startup.

c) Check Duplexed Peripheral Gateway.

d) Refer to

Table 71: Agent PG Table, on page 445

and choose the appropriate PG in the PG node Properties

ID field.

e) Click the appropriate Side (Side A or Side B).

f) Under Client Type pane, add CUCM to the selected types.

g) Click Next.

Step 5

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click

Add and configure PIM1 with the Client Type of CUCM as follows: a) Check Enabled.

b) In the Peripheral name field, enter a name of your choice.

c) n the Peripheral ID field, Refer to

Table 71: Agent PG Table, on page 445

and choose the appropriate

Peripheral ID.

d) In the Agent extension length field, enter extension length for this deployment.

e) In the Unified Communications Manager Parameters pane, configure as follows:

• In the Service field, Refer to

Table 71: Agent PG Table, on page 445

and enter the appropriate IP address of Unified Communications Manager Subscriber.

• In the User ID field, Refer to

Table 71: Agent PG Table, on page 445

and enter the appropriate User

ID.

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• In the User password field, enter the password of the user that will be created on Unified

Communications Manager.

f) In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729.

g) Click OK.

Step 6

Refer to

Table 71: Agent PG Table, on page 445

and Enter the appropriate value in the Logical Controller ID field.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field. Click Next.

Step 8

In the Device Management Protocol Properties dialog box, configure as follows: a) Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring

Side B.

b) Choose Call Router is Local in Side A Properties panel.

c) Choose Call Router is Local in Side B Properties panel.

d) Accept the default value in the Usable Bandwidth (kbps) field.

e) Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 9

In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public

(Visible) Interfaces.

a) Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK. This step applies only to Side A.

b) Click the QoS button in the Public (Visible) Interfaces section. In the PG Visible Link QoS Settings, check

Enable QoS, click OK. This step applies only to Side A.

c) In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 10 In the Check Setup Information dialog box, click Next.

Step 11 In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Media Routing Peripheral Gateway for 12000 Agent Deployment

Add Media Routing PG Using Unified CCE Configuration Manager , on page 432

Configure Unified CCE VRU PGs for 12000 Agent Deployment

This section explains the configuration procedures you must perform for the Unified CCE PG side A and B.

HCS for CC 12000 Agent Deployment model requires three VRU PG servers. Please repeat the configuration procedures for each Agent PG Server.

Table 72: Configure Unified CCE Agent PGs for 12000 agent deployment

Done?

Sequence

1

Task

Configure Network Cards, on page 338

2

Verify the Machine in Domain, on page 334

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5

6

Sequence

3

Task

Configure Unified CCE Encryption Utility, on page 340

4

Configure VRU Peripheral Gateway for 12000 Agent Deployment,

on page 448

Done?

Verify Cisco Diagnostic Framework Portico, on page 346

Cisco SNMP Setup, on page 334

Configure VRU Peripheral Gateway for 12000 Agent Deployment

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on SideA and then repeat the same procedure for Side B. HCS for CC 12000 Agent Deployment model requires three

VRU PG servers. Repeat the configuration procedures for each Agent PG Server that are mentioned below:

Table 73: VRU PG Table

VRU PG

Server

PG

Node

VRU PG

1

PG7

Logical

Controller

ID

5006

PIM

PIM1

Peripheral

ID

5006

VRU

Hostname

PIM3

PIM5

PIM7

PIM9

PIM11

PIM13

PIM15

5008

5010

5012

5014

5016

5018

5020

CVP server

1A

CVP server

2A

CVP server

3A

CVP server

4A

CVP server

5A

CVP server

6A

CVP server

7A

CVP server

8A

PIM Peripheral ID

PIM2 5007

PIM4 5009

PIM6 5011

PIM8 5013

PIM10 5015

PIM12 5017

PIM14 5019

PIM16 5021

VRU

Hostname

CVP server

1B

CVP server

2B

CVP server

3B

CVP server

4B

CVP server

5B

CVP server

6B

CVP server

7B

CVP server

8B

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VRU PG

Server

PG

Node

VRU PG

2

VRU PG

3

PG8

PG9

Logical

Controller

ID

5007

PIM

PIM1

Peripheral

ID

5022

VRU

Hostname

5008

PIM3

PIM5

PIM7

PIM9

PIM11

PIM13

PIM15

PIM1

PIM3

PIM5

PIM7

PIM9

PIM11

PIM13

PIM15

5024

5026

5028

5030

5032

5034

5036

5038

5040

5042

5044

5046

5048

5050

5052

PIM Peripheral ID

CVP server

9A

CVP server

10A

CVP server

11A

CVP server

12A

CVP server

13A

CVP server

14A

CVP server

15A

CVP server

16A

CVP server

17A

CVP server

18A

CVP server

19A

CVP server

20A

CVP server

21A

CVP server

22A

CVP server

23A

CVP server

24A

PIM2

PIM4

PIM6

PIM8

5023

5025

5027

5029

PIM10 5031

PIM12 5033

PIM14 5035

PIM16 5037

PIM2

PIM4

PIM6

PIM8

5039

5041

5043

5045

PIM10 5047

PIM12 5049

PIM14 5051

PIM16 5053

VRU

Hostname

CVP server

9B

CVP server

10B

CVP server

11B

CVP server

12B

CVP server

13B

CVP server

14B

CVP server

15B

CVP server

16B

CVP server

17B

CVP server

18B

CVP server

19B

CVP server

20B

CVP server

21B

CVP server

22B

CVP server

23B

CVP server

24B

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Configure Unified CCE VRU PGs for 12000 Agent Deployment

Procedure

Step 1

Choose Start > All programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the ICM Instances pane.

a) In the Add Instance window, select Facility and Instance from the drop-down list.

b) Enter 0 in the Instance Number field. Click Save.

Step 3

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral

Gateway.

Step 4

In the Peripheral Gateway Properties dialog box: a) Check Production Mode.

b) Check Auto start system startup.

c) Check Duplexed Peripheral Gateway.

d) Refer to

Table 73: VRU PG Table, on page 448

and choose the appropriate PG in the PG node Properties

ID field.

e) Click the appropriate Side (Side A or Side B).

f) Under Client Type pane, add VRU to the selected types.

g) Click Next.

Step 5

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click

Add and configure PIMs (Total Sixteen PIMs) with the Client Type of VRU as follows: a) Check Enabled.

b) In the peripheral name field, enter a name of your choice.

c) In the Peripheral ID field, Refer to

Table 73: VRU PG Table, on page 448

and enter the value.

d) In the VRU hostname field, Refer to

Table 73: VRU PG Table, on page 448

and enter the hostname of

CVP server.

e) In the VRU Connect port field, enter 5000.

f) In the Reconnect interval (sec) field, enter 10.

g) In the Heartbeat interval (sec) field, enter 5.

h) In the DSCP field, choose CS3(24).

i) Click OK.

Step 6

Refer to

Table 73: VRU PG Table, on page 448

and Enter the appropriate value in the Logical Controller

ID field.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field.

Step 8

In the VRU Reporting pane, select Service Control and check Queue Reporting. Click Next.

Step 9

In the Device Management Protocol Properties dialog box, configure as follows: a) Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring

Side B.

b) Choose Call Router is Local in Side A Properties panel.

c) Choose Call Router is Local in Side B Properties panel.

d) Accept the default value in the Usable Bandwidth (kbps) field.

e) Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 10 In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public

(Visible) Interfaces.

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a) Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK. This step applies only to Side A.

b) Click the QoS button in the Public (Visible) interfaces section for Side A. In the PG Private Link QoS

Settings, check Enable QoS and click OK. This step applies only to Side A.

c) In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 11 In the Check Setup Information dialog box, click Next.

Step 12 In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Unified Intelligence Center

Follow these tasks to configure Unified Intelligence Center.

Sequence Task

1

2

3

Configure Unified Intelligence Center Publisher, on page 381

Configure Unified Intelligence Center Subscriber, on page 381

Install VMware Tools, on page 252

Done?

4

Configure Unified Intelligence Center Reporting, on page 382

5

6

Configure Unified Intelligence Center Administration, on page

385

Configure SNMP, on page 401

Configure Live Data Reporting System

Sequence

1

2

3

4

5

Task

Configure Live Data AW-Access,

on page 387

Done?

Configure Live Data Machine

Services, on page 388

Configure Live Data Unified

Intelligence Data Sources, on page

389

Configure Live Data Reporting

Interval, on page 390

Import Live Data Reports, on page

391

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Configure Live Data Reporting System

Sequence

6

Task

Add Certificate for HTTPS

Gadget, on page 391

Done?

Configure Customer Instance

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C H A P T E R

10

Integration of Customer Instance with Shared

Management

Unified CCDM Integration, page 453

Cisco UCDM Integration, page 473

ASA Integration, page 476

Perimeta SBC Integration , page 486

Cisco Prime Collaboration Assurance Integration for Small Contact Center Deployment Model, page

498

Unified CCDM Integration

Unified CCDM will normally be hosted on shared management level across multiple customer instances. This chapter describes how to configure multiple customer instances from a shared Unified CCDM.

This section describes the following steps:

Configure Unified CCE Servers in Unified CCDM Cluster, on page 453

Configure Unified CVP Servers in Unified CCDM Cluster, on page 461

Create Users in Active Directory, on page 463

Configure Unified CCE for Partitioned Internet Script Editor, on page 465

Deployment Specific Configurations, on page 466

Configure Unified CCE Servers in Unified CCDM Cluster

Cisco Unified Contact Center Enterprise (Unified CCE) components must be configured before Unified

CCDM can connect to them for Provisioning. Complete the following procedures to configure Unified Contact

Center Enterprise for Unified CCDM connectivity

Unified CCE Prerequisites, on page 454

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Configure Unified CCE Servers in Unified CCDM Cluster

Establish Two-Way Forest Trust, on page 456

Setup Unified CCE Servers in Unified CCDM Cluster, on page 458

Create an Equipment Mapping, on page 460

Unified CCE Prerequisites

Before you integrate Unified CCE with Unified CCDM, you must setup SQL agents and CMS server. Complete the following procedures for prerequisites configurations.

Configure the Unified CCE AW for Provisioning, on page 454

Configure Unified CCE AW Database(AWDB) for Unified CCDM, on page 455

Configure the Unified CCE AW for Provisioning

Ensure that you create a two-way trust relationship between the Unified CCDM domain and the UCCE domain before configuring AWDB. For more information, see

Establish Two-Way Forest Trust, on page 456

.

If you use SQL Server Authentication to connect Unified CCDM to Unified Contact Center Enterprise, no configuration of the Administrative Workstation Database (AWDB) is required. If you do not use the SQL authentication, you must configure the AWDB to connect the Unified CCDM to Unified Contact Center

Enterprise.

Complete the following procedure to configure AWDB:

Procedure

Step 1

Log in to the Unified CCE Admin Workstation Server with local administrative privileges.

Step 2

Open SQL Server 2014 Management Studio and click Connect to establish connection with the server.

Step 3

Expand Security folder and choose Logins.

Step 4

Right-click Logins and choose New Logins.

Step 5

To add SQL logins for both the Side A and Side B Unified CCDM Servers ( this includes Web server, CCDM

Domain administrator and Database server on both the sides).

Configure the General page as follows:

1

In the Login Name field, enter the name for the machine in the following format: <DOMAIN>\<Unified

CCDM-HOSTNAME>$.

2

Choose Windows Authentication unless you are connecting to a server on another domain.

3

Select Default language as English.

Configure the User Mapping page as follows:

1

In the Users mapped to this login field, check hcs_awdb database.

2

In the Database role membership for field, check the following roles to grant to the AWDB login: public and db_datareader.

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Step 6

Click OK.

Step 7

Repeat steps 1 to 6 for Side B if Unified Contact Center Enterprise AW server is dual-sided.

Configure Unified CCE AW Database(AWDB) for Unified CCDM

For each Unified Contact Center Enterprise instance that Unified CCDM Resource Management connects to must meet the following criteria:

• Unified CCDM Resource Management uses Cisco ConAPI for provisioning connections. This interface should have all the connections made to a primary distributor AW. If the AW is dual-sided, both the sides must be primary distributors.

• Configure an Application Instance on the UCCE distributor machine (AW) for Unified CCDM to connect to Unified Contact Center Enterprise. Configure the Application Instance with Application Type as

Cisco Voice.

Note

The application instance for CCDM is provided as part of the load base configuration.

For more information, see Application Instance List from

Load Base Configuration,

on page 345 . The default name of the Application Instance is CCDM as per the Load

Base configuration.

• If the AW is dual-sided, each Unified Contact Center Enterprise AW must connect to a different RMI registry port on the Unified CCDM Database Server.

Each Unified CCE instance requires a distinct primary distributor AW to connect to Unified CCDM resource management.

Set Up CMS Server on Unified CCE

A new application connection must be defined on each configured Unified Contact Center Enterprise instance for each Database Server. This ensures that in a dual-sided system, the alternate side can also connect to the

Unified Contact Center Enterprise in a failover scenario.

Complete the following procedure to set up the Configuration Management Service (CMS) server on each

Unified Contact Center Enterprise:

Before You Begin

Before configuring the Unified CCDM server cluster you must ensure that the CMS Server(s) are set up correctly on each Unified Contact Center Enterprise for each Unified CCDM Database Server. Firstly, check that the CMS Node option was selected when the Admin Workstation was configured. You can determine if this was the case by looking for a cmsnode and a cms_jserver process running on the Unified Contact Center

Enterprise.

Procedure

Step 1

In Cisco Unified CCE Admin Workstation Server Side A, open CMS Control application.

Step 2

Under Application tab, click Add and configure the following in the Application Connection Details page.

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a) Administration & Data Server Link - Enter the name of the Unified CCDM Database Server. This should be in all capital letters, with Server appended, for example, CCDMDBServer.

b) Administration & Data Server RMI Registry Port - Enter the Unified Contact Center Enterprise AW port number for the Unified CCDM provisioning service to connect to. This is usually 2099. If the Unified

CCDM provisioning service connects to multiple Unified CCE instances, it is required that each instance should use a different port.

When you configure CMS server on Unified CCE at Side B, use a different RMI registry port.

c) Application link - Enter the name of the Unified CCDM Database Server. This should be in all capital letters, with Client appended, for example, CCDMDBClient.

d) Application RMI registry port - Enter the Unified CCDM Database Server port number for the Unified

Contact Center Enterprise AW to connect to.

Preferably, this should be the same as for the Administration & Data Server RMI Registry Port. Each

Unified Contact Center Enterprise AW must connect to a different port on the Unified CCDM Database

Server. You should record this information for future use.

e) Application host name- Enter the server name, for example, Unified CCDM.

f) Click OK to save the changes and to close the Application Connection Details.

Step 3

Click OK to save your changes and to close the CMS Control Console.

Step 4

Repeat steps 1-3 to set up CMS Server on Cisco Unified CCE Admin Workstation Server (Side A) for Unified

CCDM Database Server Side B.

Enure that you use the same ports used for Side A Unified CCDM Database Server under Application

Connection Details.

Note

If the CMS JServer process fails to connect Unified CCDM, restart the Unified Contact Center Enterprise

Distributor service.

Establish Two-Way Forest Trust

Create two-way trust between service provider and customer domain controllers for each customer instance of Unified CCDM. Before creating a two-way forest trust, in service provider domain controller and customer domain controller perform the following:

Create Conditional Forwarders for Customer Domain, on page 457

Create Forwarders for Customer Domain, on page 457

Create Conditional Forwarders for Service Provider Domain, on page 457

Create Forwarders for Service Provider Domain, on page 458

Complete the following procedure to create a two-way forest trust between the service provider domain controller and the customer domain controller:

Create Two-Way Forest Trust, on page 458

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Create Conditional Forwarders for Customer Domain

Complete the following procedure to create conditional forwarder.

Procedure

Step 1

Go to DNS Manager.

Step 2

Click the Conditional Forwarder.

Step 3

Right-click and select New Conditional Forwarder.

Step 4

Enter the DNS domain name.

Step 5

In the IP address field, click and enter the NAT IP address of the Service Provider domain.

Step 6

Click OK.

Create Forwarders for Customer Domain

Complete the following procedure to create forwarders.

Procedure

Step 1

Go to DNS Manager.

Step 2

Right-click the domain name.

Step 3

Click Properties.

Step 4

Click the Forwarders tab and then click Edit.

Step 5

In the IP address field, click and enter the NAT IP address of the Service Provider domain.

Step 6

Click OK to create forwarders and then click Apply and Ok.

Create Conditional Forwarders for Service Provider Domain

Complete the following procedure to create conditional forwarder.

Procedure

Step 1

Go to DNS Manager.

Step 2

Click the Conditional Forwarder.

Step 3

Right-click and select New Conditional Forwarder.

Step 4

Enter the DNS domain name.

Step 5

In the IP address field, click and enter the NAT IP address of the customer domain.

Step 6

Click OK.

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Create Forwarders for Service Provider Domain

Procedure

Step 1

Go to DNS Manager.

Step 2

Right-click the Domain Name.

Step 3

Click Properties.

Step 4

Click the Forwarders tab and then click Edit.

Step 5

In the IP address field, click and enter the NAT IP address of the customer domain.

Step 6

Click OK to create forwarders and then click Apply and Ok.

Create Two-Way Forest Trust

Complete the following procedure from the customer domain controller to create a two-way forest trust:

Procedure

Step 1

Right-click the domain under the Active Directory Domains and Trusts.

Step 2

Click Properties.

Step 3

Click the Trust tab and then click New Trust.

Step 4

Click Next.

Step 5

Enter the service provider domain name and click Next.

Step 6

Select the Forest Trust option and click Next.

Step 7

Select the option Two-way Trust and click Next.

Step 8

Select the option Both this domain and specified domain and click Next.

Step 9

Enter the authentication username for the customer and a password for the specified domain and click Next.

You must have the administrator privileges to create the trust.

Step 10 Select the option Forest-wide authentication and then click Next until you reach Confirm Outgoing Trust.

Step 11 Select the option Yes, confirm the outgoing trust, and click Next.

Step 12 Select the option Yes, confirm the incoming trust, and click Next.

Step 13 Click Finish.

Setup Unified CCE Servers in Unified CCDM Cluster

Complete the following procedure to configure Unified Contact Center Enterprise for Unified CCDM:

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Configure Unified CCE Servers in Unified CCDM Cluster

Procedure

Step 1

Launch Integrated Configuration Environment on Unified CCDM Database Server Side A, see

Launch the Integrated Configuration Environment, on page 209

.

Step 2

In the ICE Cluster Configuration tool, from Tool drop-down list, select Cluster Configuration.

Step 3

Click Configure Cisco Unified Contact Enterprise Servers.

Step 4

From Select Task drop-down list, select Add a New Instance and click Next.

Step 5

In Specify Resource Name, specify a name for the instance you want to configure. Click Next.

Step 6

In Select Required Components, select the required components in the deployment and click Next.

Admin Workstation - This is a required component in all configurations.

Provision Components (ConAPI/Unified config) - Select this option if you require resource management.

Step 7

In Configure Redundancy, select whether you want to configure a single-sided or a dual-sided setup.

Step 8

In Configure AW Server, enter the primary server name and IP address.

Note

If Unified Contact Center Enterprise is dual-sided, then enter the secondary server name and the IP address also.

Step 9

In Configure Connection Details, enter authentication details to connect to the Admin Workstation database.

a) Windows Authentication: This is a default authentication mode.

b) SQL Authentication: Specify the SQL Server User name and the corresponding password to connect to the databases.

Step 10 In Select Unified CCE Instance, select the AW instance for the deployment and click Next.

Step 11 In Configure Cisco Unified Contact Center Enterprise Server window, configure Unified Config Web

Services as follows:

• Enter the domain username and password for primary Unified CCE Admin workstation server in

Configure Primary Unified Config Web Service page and click Next.

• If Unified Contact Center Enterprise is dual-sided, then enter the domain username and password for secondary Unified CCE Admin Workstation server in Configure Secondary Unified Config Web

Service page and Click Next.

Note

Use the domain account credentials to login, username format must be [email protected].

Step 12 If you selected the option ConAPI Server (Provisioning) option in Step 4, enter the following details:

Local Registry Port - Enter the port number of the Unified Contact Center Enterprise for the Unified

CCDM Provisioning service to connect. Default port is 2099. Ensure that you enter the same Unfied

CCDM Database Server port number configured in the Application RMI registery port of the

Set Up

CMS Server on Unified CCE , on page 455

.

Remote Registry Port - Enter the port number of the Unified CCDM Database Server for the Unified

Contact Center Enterprise to connect. Default port is 2099. Ensure that you enter the same Unified CCE

AW port number configured in the Administration & Data Server RMI Registry Port of the

Set Up CMS

Server on Unified CCE , on page 455

.

Local Port - Select this as the designated port for live provisioning traffic between the Unified Contact

Center Enterprise and Unified CCDM servers. Assign a unique port for each Unified Contact Center

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Enterprise. Configure the firewall between the Unified Contact Center Enterprise and Unified CCDM server to allow two-way traffic on this port.

Note

If Unified Contact Center Enterprise is dual-sided, enter the same port details configured for Side B in Set up CMS Server on Unified Contact Center Enterprise.

Step 13 In Configure ConAPI Application Instance dialog box, enter the following details and click Next:

Application Name - Name of the application to be used for provisioning Unified Contact Center

Enterprise from Unified CCDM. Enter the value as CCDM (pre-configured as part of load base configurations).

Application Key - Use the password for the application you specified above.

Step 14 In Multi Media Support dialog box, select Yes if you are using a Cisco Unified WIM and EIM application instance to provide support for non-voice interactions. The default is No.

Step 15 In Purge On Delete dialog box, select Yes if you want to purge items from the Unified Contact Center

Enterprise automatically when they are deleted from Unified CCDM. The default is Yes.

Step 16 In the Supervisor Active Directory Integration dialog box, select Yes if you want to enable support for associating existing Active Directory user accounts for Unified Contact Center Enterprise Supervisors. The default is No. If you select Yes, enter the following:

1

In Configure Active Directory Connections, enter the addresses of both primary and secondary domain controllers and configure the required security settings to connect. Click Next.

2

In the Select Supervisor Active Directory Location, select the required active directory and click Next.

Step 17 Review the details in the Summary page and click Next to apply the changes to the model.

Step 18 When the Unified Contact Center Enterprise is successfully configured click Exit to close the wizard and then click Save to retain your changes to the database.

Create an Equipment Mapping

Complete the following procedure to create an equipment mapping between a tenant and the Unified Contact

Center Enterprise equipment.

Note

To create a equipment mapping for SCC deployment, see

Deployment Specific Configurations, on page

466 .

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Configure Unified CVP Servers in Unified CCDM Cluster

Procedure

Step 1

Launch Integrated Configuration Environment on Unified CCDM Database Server Side A, see

Launch the Integrated Configuration Environment, on page 209

.

Step 2

From Tool drop-down list, select Cluster Configuration. Select Equipment Mapping tab.

Step 3

In the folder tree, right-click on root folder and select Add Tenant.

Step 4

Provide name for the new tenant.

Step 5

Create tenant for all customer.

Example:

Cust1CCE

Step 6

Select newly added Customer Tenant, in adjoining pane, check Unified Contact Center equipment check-box that you want to associate with the selected tenant.

Step 7

In the right-hand pane, choose Default Import Location.

Using Default Import Location, all the resources imported to selected tenant in Unified CCDM.

Step 8

Click Save.

Configure Unified CVP Servers in Unified CCDM Cluster

Setup Unified CVP Servers in Unified CCDM Cluster, on page 461

Equipment Mapping for CVP with CCDM , on page 463

Setup Unified CVP Servers in Unified CCDM Cluster

The Configure Cisco Unified CVP Servers wizard configures Cisco Unified CVP server clusters. A Cisco

Unified CVP server cluster consists of a Unified CVP Operations Console and, optionally, one or more call servers. To configure a Cisco Unified CVP server cluster:

Procedure

Step 1

Launch Integrated Configuration Environment on Unified CCDM Database Server Side A, see

Launch the Integrated Configuration Environment, on page 209

.

Step 2

In ICE Cluster Configuration tool, select the Setup tab and click Configure Cisco Unified CVP Servers to start the wizard.

Step 3

Select Add a New Instance and click Next.

Step 4

In Specify Unified CVP Operations Console Resource Name dialog box, specify a name for the Unified

CVP operations console and click Next.

Step 5

In Select Version dialog box, specify the version of Unified CVP that is running on the CVP cluster you are configuring and click Next.

Step 6

In Configure Unified CVP Operations Console dialog box, enter the following:

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Primary Server:

Sever Name: This is the non-domain qualified machine name where the Cisco Unified CVP

Operations Console is deployed.

Server Address: This defaults to Server Name. You can change this to an IP Address or a domain qualified name of the server.

Secondary Server: This option is always disabled.

Step 7

Click Next.

Step 8

In Configure Primary Unified Config Web Service dialog box (only shown when the selected Unified CVP version is 10.0 or later), enter the following details:

URL: This is the auto-generated URL of the primary unified config web service on the Unified CVP cluster

User Name: This is a username with appropriate access to the Unified CVP that the web service is running on

Password: This is the password for the user

Step 9

Click Next.

Step 10 In Select Number of Call Servers dialog box, specify the number of CVP call servers in the CVP cluster and click Next.

Note

All CVP call servers must be on the same Unified CCE as the Unified CVP operations console.

Step 11 If you specified at least one call server:

1

In Specify Unified CVP Call Server 1 Resource Name dialog box, enter a name for the call server.

2

In Configure Unified CVP Call Server 1 dialog box, enter the following:

Primary Server:

Sever Name: This is the non-domain qualified machine name where the Cisco Unified CVP call server.

Server Address: This defaults to Server Name. You can change this to an IP Address or a domain qualified name of the server.

Secondary Server: This option is always disabled.

3

Click Next.

Note

Repeat this step to configure more than one call server.

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Create Users in Active Directory

Step 12 Optional, In Configure Unified CCE Server dialog box, select the unified CCE servers that is linked to the configured unified CVP instance.

Step 13 The Summary dialog box, provides the brief details of the Unified CVP cluster being configured and the settings you have chosen.

Step 14 Check the details, click Next.

Step 15 A confirmation message is displayed to indicate that the wizard has completed successfully. Click Exit to close the wizard.

Step 16 Click the Save icon.

Equipment Mapping for CVP with CCDM

For small contact center deployment model once the CVP integrated, by default CVP will get imported under unallocated folder.

Procedure

Step 1

Open Integrated Configuration Environment application, select Cluster Configuration > Equipment

Mapping tab.

Step 2

In the folder tree, right-click on Root and click on Add Tenant and provide the name for Tenant.

Note

You can also use existing CCE Customer tenant to map unified

CVP.

Step 3

Create Tenant for all CVP customer instances.

Example:

Cust1CVP

Step 4

Select newly added Tenant, in the adjoining pane, check the check box next to each item of Unified CVP that you want to associate with the selected Tenant.

Step 5

In right hand pane, select Default Import Location to import all the resources to selected tenant in Unified

CCDM.

Step 6

Click Save.

Create Users in Active Directory

You must create a user in active directory to create a tenant/sub-customer/ISE users from CCDM.

You can also create active directory users in Unified CCE AW, see

Create User in UCCE, on page 464

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Create Users in Active Directory

Procedure

Step 1

Log in to Active Directory Domain.

Step 2

Open Active Directory Users and Computers and click User.

Step 3

Right-click User and select New > User

Step 4

Enter First Name, Last Name, user logon name and click Next.

Step 5

Enter Password and retype the same password in Confirm Password field.

Step 6

Check user cannot change password check box.

Step 7

Check Password never expires check box and click Next.

Step 8

Click Finish.

What to Do Next

Create User, on page 504

Create User in UCCE

Procedure

Step 1

Log in to Unified CCE Admin workstation and open Configuration Manager.

Step 2

Select List Tools > User list .

Step 3

Click Add.

Step 4

From Domain name drop-down list, select the required UCCE or sub customer domain.

Step 5

Enter Username.

Example:

SubCustomer1

Step 6

Enter the user password and confirm.

Step 7

Select the appropriate customer definition from Customer drop-down list.

Step 8

Retain the default selection in Feature control set drop-down list.

Step 9

Check both Configuration and Setup check boxes.

Step 10 Click Save.

Note

After creating a CCE user, it will automatically create a User in AD domain and also gets imported in CCDM.

What to Do Next

See,

Configure an Imported Unified CCE User, on page 505

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Configure Unified CCE for Partitioned Internet Script Editor

Configure Unified CCE for Partitioned Internet Script Editor

Cisco's Internet Script Editor (ISE) can be integrated with Unified CCDM, which allows routing scripts and the resources within those routing scripts to be partitioned using Unified CCDM security. ISE users can see only the scripts and the resources within those scripts that they are authorized to access, according to the

Unified CCDM security model. For example, when creating a routing script element to route to a dialed number, the ISE user will only see the dialed numbers that the corresponding Unified CCDM user is authorized to access. Similarly, when viewing the available routing scripts, the ISE user will only see the scripts available to the corresponding Unified CCDM user.

ISE integration with Unified CCDM uses the Unified CCDM Analytical Data Web Service to implement the secure partitioning, and requires specific configuration settings in both Unified CCE and Unified CCDM in order to work properly.

Note

• Secure partitioning using Unified CCDM is currently only supported for the Cisco Internet Script

Editor (ISE). Users of the standard Script Editor on the Unified CCE AW will still see all resources on their associated Unified CCE instance.

• For Small contact Center Deployment model, see

Integration of Small Contact Center Agent

Deployment for Partition Internet Script Editor with CCDM, on page 473

Configure Unified CCE Admin Workstation for Internet Script Editor, on page 465

Create User, on page 504

Assign Roles to Users, on page 505

Install Internet Script Editor , on page 466

Provision Routing Script Using Internet Script Editor, on page 565

Configure Unified CCE Admin Workstation for Internet Script Editor

Complete the following procedure to configure Unified CCE Admin Workstation for Internet Script Editor integration with Unified CCDM

Procedure

Step 1

Log In to Unified CCE Web Setup and navigate to Component Management >Administration & Data

server, check the Administrator & Data server check-box and click Edit.

Step 2

Click Next until you see Database and Options tab, in Database and Options tab select the following options.

a) Select Internet Script Editor (ISE) Server. b) Select Authorization Server.

c) Enter the name of the Authorization Server.

This is the Unified CCDM App/Web Server that will be used to apply Unified CCDM security to partition the resource data.

d) Enter the port that has Unified CCDM Analytical Data Services Web Service hosted.

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By default, this port is 8087. If this is changed for your installation, enter the value that your installation uses.

e) Click Next.

Step 3

In Central Controller Connectivity tab enter the following details.

a) Enter the IP addresses for Router Side A, Router Side B, Logger Side A, Logger Side B, in Central

Controller Connectivity section b) Enter the domain name in Central Controller Domain.

c) Select the radio button Central Controller Side A preferred in Central Controller Preferred Side and click Next

Step 4

In Summary tab, click Finish

Step 5

Ensure that the firewall is configured on the server running the Unified CCE AW to allow inbound traffic from ISE on the appropriate port.

Step 6

Ensure that the specified Authorization Server port on the Unified CCDM Authorization Server has been configured in the firewall to allow inbound HTTPS traffic.

Install Internet Script Editor

Procedure

Step 1

Download the Internet Script Editor from AW machine https://localhost/install/iScriptEditor.htm

Step 2

Save iscripteditor.exe in a shared location for the particular customer/sub customer.

Step 3

Double-click iscripteditor.exe file.

Displays Cisco ICM Internet Script Editor Setup window

Step 4

Click Next.

Step 5

Select the folder to install files and click Next.

Step 6

After installation, click Finish.

Deployment Specific Configurations

Integration of Small Contact Center Agent Deployment for UCCE with CCDM, on page 466

Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with CCDM,

on page 473

Integration of Small Contact Center Agent Deployment for UCCE with CCDM

Create Customer Definition, on page 467

Map Equipment for Small Contact Center Deployment, on page 467

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Deployment Specific Configurations

Create User, on page 504

Assign Permission to Sub-customer Tenant and User, on page 506

Resource Allocation for Small Contact Center Agent Deployment, on page 468

Naming Convention for the Resources in Small Contact Center Agent Deployment Model , on page

472

Create Customer Definition

Procedure

Step 1

Log in to AW machine and Open the Configuration Manager.

Step 2

Select Explorer Tools > ICM Instace Explorer.

Step 3

Click Retrieve and select the ICM Instance for SCC Deployment.

Step 4

Click Add Customer Definition.

Step 5

In Name field, enter the name of the sub customer definition.

Example:

SubCust1

Step 6

From Network VRU drop-down list, select CVP_Network_VRU option.

Step 7

Click on Save.

Note

Repeat the same steps for all Sub

Customer.

Map Equipment for Small Contact Center Deployment

Complete the following procedure to create an equipment mapping between a tenant or folder and the Unified

Contact Center Enterprise equipment for Small Contact Center.

Before You Begin

Integrate AW with CCDM. For more information on How to Integrate AW, See

Setup Unified CCE Servers in Unified CCDM Cluster, on page 458

Procedure

Step 1

In the ICE Cluster Configuration tool, select Equipment Mapping tab.

Step 2

In the folder tree, right-click on root, click Add Tenant and provide the name for tenant.

Create tenant for all sub customers.

Example:

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SubCust1

Step 3

Select the newly created Sub Customer Tenant and In the adjoining pane select the check box or check boxes next to each item of Unified contact Center Enterprise equipment that you want to associate with the selected

Tenant.

Step 4

In right-hand side pane, choose Customer Resource Mapping and click + icon.

Step 5

From Type drop-down list, select Remote Tenant option.

Step 6

From Resource drop-down list, select the customer definition created for sub customer.

Step 7

Click Active Directory Configuration tab and configure as follows: a) Check Configure Active Directory Settings check-box.

b) In Primary Domain Controller field, enter Sub-customer Domain Controller IP address.

c) Click Next and ensure that domain controller name is correct.

d) Click Update.

Step 8

Select Small Contact Center Settings tab and configure as follows: a) Check Enable Small Contact Center check-box.

b) In Department Name field, enter department name for the sub-customer domain.

c) Click Create Department.

Step 9

Click OK.

Step 10 Repeat the above steps for all sub customers.

Step 11 Click the unallocated folder and select the UCCE folder that is integrated. In the adjoining pane, check each item of Unified contact Center Enterprise equipment check-box that you want to associate with the selected

Tenant and check Default Import check box.

Note

By Default all the Configuration under Unified Contact Center Enterprise will get imported under

Unallocated folder.

Step 12 Click on Save

Resource Allocation for Small Contact Center Agent Deployment

Move Resource to Sub Customer Tenant, on page 471

Map Labels to the Network VRU Type, on page 471

* Configuration done by Sub Customer User

** Configurations provided in load base configuration which gets imported to Unallocated folder

*** Configurations are moved to sub customer domain from unallocated folder and configurations are done by service provider

Parameters

Peripheral and Routing

Client

Configuration done by

Sub Customer

Configuration done by

Service Provider

** & ***

Notes

Peripherals, routing client of CUCM and MR are moved under Sub

Customer Tenant.

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Parameters

Logical Interface

Controller

Physical Interface

Controller

Network VRU

ECC Variable

Network VRU Script

Configuration done by

Sub Customer

Configuration done by

Service Provider

** & ***

Notes

*

*

** & ***

**

**

** & ***

Logical Interface

Controller for CUCM and

MR peripheral are moved under Sub Customer

Tenant.

Physical Interface

Controller for CUCM and

MR peripheral are moved under Sub Customer

Tenant.

Network VRU for

Type10 and Type2 are given in Day1 configuration. Default, it is available under

Unallocated Folder.

ECC Variables are given in Day1 Configuration.

Default, it is available under Unallocated Folder.

and also the array size should be within the limitation

Network VRU Script given in Day1 configuration. Default, it is available under

Unallocated Folder.

Note

Since it is mapped to the customer definition “hcs” in day1 config , this can be used by the subcustomer whose customer definition is hcs.

Sub customer user creates

Network VRU

Script specific to sub customer in his own Tenant.

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Parameters

Application Instance

Media Class

Media Routing Domain

Agent

Agent Team

Agent Desktop

Call Type

Department

Dialed Number

Enterprise Skill Group

Label

*

*

*

*

*

*

*

*

Configuration done by

Sub Customer

Configuration done by

Service Provider

** & ***

Notes

This item cannot be moved under any

Tenant/folder, but service provider can create based on Customer request in

AW

**

** Default MRDs given in

Day1 Configuration.

Default, it is available under Unallocated Folder.

Labels given in the day1 configuration will be imported under

Unallocated folder.

Service provider will map the label with Network

VRU Type in the AW, based on Customer's request. For more information on how to map label to the network

VRU Types, see

Map

Labels to the Network

VRU Type, on page 471

.

Person

Precision Attribute

Precision Queue

Skill Group

User Variable

*

*

*

*

*

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Parameters

Outbound

Configuration done by

Sub Customer

Configuration done by

Service Provider

***

Notes

All the Outbound configuration will be done in AW by the Service

Provider and those configurations will be moved to Sub Customer

Tenant.

Move Resource to Sub Customer Tenant

Procedure

Step 1

Log In to CCDM Portal with Tenant Administrator Credentials.

Step 2

Click the burger icon and select Resource Manager > Unallocated > SCC Tenant Folder.

Step 3

Click on the tree structure and select the parameters which should be move to sub customer Tenant.

Example:

Select Routing Client specific to sub-customer.

Step 4

Click on Move and select the Sub Customer Tenant.

Step 5

Click on Save and click on OK.

Repeat the steps for all the parameters that has to be moved under Sub Customer Tenant.

Map Labels to the Network VRU Type

Note

This action will be performed by the Service Provider based on Sub Customer's request.

Procedure

Step 1

Login to AW machine.

Step 2

Navigate to Configuration Manager -> Explore Tools -> Network VRU Explorer.

Step 3

Click on Retrieve expand the unassigned tree structure.

Step 4

Right Click on the label that you want to map to Network VRU Type10.

Step 5

Click on Cut option.

Step 6

Select and right click the Network VRU Type 10 to which you want to map the label.

Step 7

Click on paste and Click on Save.

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Associate Department with an Agent

Procedure

Step 1

Log in to CCDM portal.

Step 2

Click the burger icon.

Step 3

Select Provisioning > Resource Manager.

Step 4

Select the Tenant > Agent.

Step 5

Click on the tenant which we you want to associate to the department.

Step 6

Click Advanced tab.

Step 7

From Department drop-down list, select the required department.

Step 8

Click Save.

Naming Convention for the Resources in Small Contact Center Agent Deployment Model

This table describes the examples of the naming conventions to be followed for the resources in the small contact center agent deployment model.

Parameters Sub Customer1 Sub Customer2

Dialed Numbers Enterprise Name:

9220000001<RoutingClient> , Dialed

Number String: 9220000001 OR

Enterprise Name:

PlayAgentGreeting<RoutingClient>

Dialed Number String:

PlayAgentGreeting

Enterprise Name:

9330000001<RoutingClient> , Dialed

Number String: 9330000001 OR

Enterprise Name:

PlayAgentGreeting<RoutingClient>

Dialed Number String:

PlayAgentGreeting

Call Type

Agent

Skill Group

Enterprise Name: CT1Cust1

Enterprise Name: 10101010 LogIn

Name: 10101010 Agent ID: 6001

Enterprise Name: CT1Cust2

Enterprise Name: 20202020 LogIn

Name: 20202020 Agent ID: 6001

Enterprise Name: Skg1Cust1 Peripheral

Number: 7001

Enterprise Name: Skg1Cust2 Peripheral

Number: 7001

Network VRU Script

Network VRU Labels

Routing Script

Enterprise Name: AgentGreetingCust1

VRU Script Name: PM,-a,,Cust1

Name: 9999500001 Label:

9999500001<RoutingClient>

Name: Script1

Enterprise Name: AgentGreetingCust2

VRU Script Name: PM,-a,,Cust2

Name: 9999500001 Label:

9999500001<RoutingClient>

Name: Script1

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Cisco UCDM Integration

Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with

CCDM

Complete the following procedure in the sequence to configure CCDM to integrate with the Internet Script

Editor.

Note

These steps should be repeated for each sub customer.

Configure Unified CCE Admin Workstation for Internet Script Editor, on page 465

Create User, on page 504

Assign Permission to Sub-customer Tenant and User, on page 506

Install Internet Script Editor , on page 466

Provision Routing Script Using Internet Script Editor, on page 565

Cisco UCDM Integration

Basic Configuration of Unified Communication Domain Manager

Add Customer, on page 473

Setup Cisco Unified Communication Manager Servers, on page 474

Configure Network Device List, on page 475

Add Site, on page 475

Add Customer Dial Plan, on page 476

Add Site Dial Plan, on page 476

Add Customer

Procedure

Step 1

Log in to Cisco Unified Communications Domain Manager as provider or reseller admin.

Step 2

Ensure that hierarchy path is set to appropriate level.

Note

You can add customers under both provider and reseller. To add a customer under provider you must login as provider. To add customer under reseller you can login as either provider or reseller.

Step 3

Navigate to Customer Management > Customer.

Step 4

Provide necessary details in the following: a) Enter Name.

b) Enter Description.

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c) Enter Domain Name.

d) Check Create Local Admin check box.

e) Keep the default values for Clone Admin role and Default Admin Role.

f) Enter Default Admin password and confirm in Confirm password text box.

Step 5

Click Save.

Note

If you want to delete customer and retain Unified Communication Manager configurations, see

Disassociate Unified Communication Manager from UCDM, on page 587

.

Setup Cisco Unified Communication Manager Servers

Procedure

Step 1

Log in to Cisco Unified Communications Domain Manager as provider or reseller or customer admin.

Step 2

Ensure that hierarchy path is set to appropriate level.

Note

Shared instances should be created at provider or reseller level and dedicated instances should be created at customer level.

Step 3

Navigate to Device Management > CUCM > Servers.

Step 4

Click Add.

Step 5

Enter CUCM Server Name.

Step 6

Check Publisher check box to configure publisher node.

Step 7

Enter Cluster Name.

Note

Uncheck Publisher check box, choose Cluster Name from the drop-down list to integrate subscriber node.

Step 8

In Network Address tab: a) Choose Service_Provider_Space from Address Space drop-down list.

b) Enter IP address of CUCM in IPV4 Address field.

c) Enter Hostname, default hostname is CUCM Server name.

d) Enter Domain.

e) Enter description.

Step 9

In Credentials tab: a) Choose Admin from Credential Type drop-down list.

b) Enter CUCM user ID in User ID text box.

c) Enter CUCM password in Password text box.

d) Choose appropriate access type from Access Type drop-down list.

e) Enter description.

Step 10 Click Save.

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Configure Network Device List

Procedure

Step 1

Login to Cisco Unified Communications Domain Manager as a provider or reseller admin.

Step 2

Navigate to Customer Management > Network Device Lists. Choose a particular customer from hierarchy tree.

Step 3

Click Add.

Step 4

Enter Network Device List Name.

Step 5

Enter Description for Network Device List.

Step 6

Default, IP address of HCM-F is selected from Cisco HCM-F drop-down list.

Step 7

Expand Cisco Unified CM tab and choose cisco unified communication manager instance from the drop-down list.

Step 8

Click Save.

Add Site

Procedure

Step 1

Login to Cisco Unified Communications Domain Manager as a Provider, Reseller or Customer admin.

Step 2

Ensure that hierarchy path is set to appropriate level.

Step 3

Navigate to Site Management > Sites.

Step 4

Click Add.

Step 5

Provide necessary details in the following: a) Enter Site Name.

b) Enter Description.

c) Check Create Local Admin check box.

d) Enter Default Admin Password and confirm in Confirm Password text box.

e) Choose Country from drop-down list.

f) Choose Network Device List from the drop-down list.

Step 6

Click Save.

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ASA Integration

Add Customer Dial Plan

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure that hierarchy is set to appropriate customer level.

Step 3

Navigate to Dial Plan Management > Customer > Dial Plan.

Step 4

Click Add.

Step 5

Click Save.

Note

• Customer ID is Unique, auto-generated, read-only number allocated to the customer

• If Site Location Code is not specified, by default Dial Plan Type will set to

Type_4

Add Site Dial Plan

Before You Begin

Ensure Customer Dial Plan is created, see

Add Customer Dial Plan, on page 476

.

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Dial Plan Management > Site > Management.

Step 4

Click Add.

Step 5

Enter Extension Length value, it ranges from 1 - 11.

Step 6

Click Save.

Site information is loaded in to Cisco Unified Communication Manager, it can be identified using Customer

ID and Site ID in its prefix.

Note

This step takes few minutes to provision the site dial plan.

ASA Integration

This section covers the configuration procedures required in Cisco ASA to integrate the customer instances for all types of HCS deployment.

Integration of ASA for HCS Deployment model, on page 477

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Integration of ASA for HCS Deployment model

Integration of ASA for Small Contact Center Deployment Model, on page 481

Integration of ASA for HCS Deployment model

For the 500, 1000, 4000 and 12000 agent deployment models the following configuration in Cisco ASA is required to integrate the customer instance components with the shared components. The following figure illustrates the deployment of different types with a Single ASA.

Figure 67: Customer Instances of Two Different Deployment Types Integrated with Shared Components

Repeat the Below procedures to integrate ASA for each customer instance. Required VLAN ID's and sub-interface ID for each customer instances will be different. Hence, IP addresses can be reused for these deployments:

Configure Interfaces in the System Execution Space, on page 478

Configure Security Contexts, on page 479

Configure Interfaces in the Customer Instance Context, on page 479

Configure Access-list in the Customer Instance Context, on page 480

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Configure NAT in the Customer Instance Context, on page 480

Configure Interfaces in the System Execution Space

Procedure

Step 1

Navigate to global configuration mode: hostname/context_name#changeto system hostname#configure terminal hostname(config)#

Step 2

Navigate to the interface Gigabit Ethernet 0/1 and enter the following command: hostname(config)#interface gigabitethernet 0/1 hostname(config-if)#no shut

Step 3

Navigate to the sub-interface and enter the following commands, to assign the sub-interface to the customer_instance context and vlan ID inside the customer_instance: hostname(config-if)#interface GigabitEthernet0/1.X

hostname(config-if)#vlan x hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/0.X

hostname(config-if)#vlan x hostname(config-if)#no shut

Step 4

Repeat the above steps to assign a sub interface for each Customer instance.

Example:

For 500 agent customer instance: hostname(config)#interface Gigabit Ethernet 0/1 hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/1.1

hostname(config-if)#vlan 2 hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/0.1

hostname(config-if)#vlan 340 hostname(config-if)#no shut

For 1000 agent customer instance: hostname(config-if)#interface GigabitEthernet0/1.2

hostname(config-if)#vlan 4 hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/0.2

hostname(config-if)#vlan 341 hostname(config-if)#no shut

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Configure Security Contexts

Procedure

Step 1

Create customer_instance context in System Execution Space: hostname(config)#context customer_instance

Step 2

Configure the customer_instance context definitions: hostname(config-ctx)#description customer_instance context (optional) hostname(config-ctx)#allocate-interface GigabitEthernet0/1.1 cust_inside invisible hostname(config-ctx)#allocate-interface GigabitEthernet0/0.1 cust_outside invisible hostname(config-ctx)#config-url disk0:/ customer_instance.cfg

Configure Interfaces in the Customer Instance Context

Procedure

Step 1

Navigate to customer_instance context configure mode: hostname#changeto context customer_instance hostname/customer_instance#configure terminal hostname/customer_instance(config)#

Step 2

Configure the interfaces for customer instances: a) Navigate to the interface cust_inside: hostname/customer_instance(config)#interface gigabitethernet0/1.1

b) Specify the name to inside interface of the customer_instance context: hostname/customer_instance(config-if)#nameif inside_if_name c) Enter the IP address of customer_instance of inside interface hostname/customer_instance(config-if)#ip address ip_address subnet_mask d) Navigate to the interface cust_outside: hostname/customer_instance(config-if)#interface gigabitethernet0/0.1

e) Specify the name to outside interface of the customer_instance context: hostname/customer_instance(config-if)#nameif outside_if_name f) Enter the IP address of customer_instance of outside interface: hostname/customer_instance(config-if)#ip address ip_address subnet_mask

Example:

hostname#changeto context 500deployment hostname/500deployment#configure terminal hostname/500deployment(config)#interface gigabitethernet0/1.1

hostname/500deployment(config-if)#nameif inside hostname/500deployment(config-if)#ip address 10.10.10.1 255.255.255.0

hostname/500deployment(config-if)#interface gigabitethernet0/0.1

hostname/500deployment(config-if)#nameif outside hostname/500deployment(config-if)#ip address 209.165.200.227 255.255.255.224

hostname/500deployment(config-if)#exit hostname/500deployment(config)#exit hostname/500deployment#changeto context 1000deployment

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hostname/1000deployment#configure terminal hostname/1000deployment(config)#interface gigabitethernet0/1.2

hostname/1000deployment(config-if)#nameif inside hostname/1000deployment(config-if)#ip address 10.10.10.1 255.255.255.0

hostname/1000deployment(config-if)#interface gigabitethernet0/0.2

hostname/1000deployment(config-if)#nameif outside hostname/1000deployment(config-if)#ip address 209.165.200.228 255.255.255.224

Configure Access-list in the Customer Instance Context

Configure the access-list to allow IP traffic. The access-list is applied to both outside and inside interfaces:

Procedure

Step 1

Create the access-list for both outside and inside IP traffic: hostname/customer_instance(config)#access-list access_list_name_outside extended permit ip any any hostname/customer_instance(config)#access-list access_list_name_inside extended permit ip any any

Step 2

Apply the access-list for both outside and inside IP traffic: hostname/customer_instance(config)#access-group access_list_name_outside in interface outside_if_name hostname/customer_instance(config)#access-group access_list_name_inside in interface inside_if_name

Note

Allow or deny IP address in access-list as per the requirement of the network.

Configure NAT in the Customer Instance Context

Procedure

Step 1

Configure NAT to enable internet connectivity for inside hosts: a) Create a network object for the inside network of customer instance.

hostname/customer_instance(config)#object network inside_network_name b) Enter the network id of inside network with subnet mask.

hostname/customer_instance(config-network-object)#subnet network-id subnet-mask c) Enable dynamic NAT for the inside network.

hostname/customer_instance(config-network-object)#nat (inside,outside) dynamic interface

Example:

hostname/customer_instance(config)#object network my-inside-net hostname/customer_instance(config-network-object)#subnet 10.10.10.0 255.255.255.0

hostname/customer_instance(config-network-object)#nat (inside, outside) dynamic interface

Step 2

Configure the static address translation for the customer_instance for CCDM to work withDATASERVER

A and B:

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a) Create a network object for the DATASERVER-A server address.

hostname/customer_instance(config)#object network DATASERVER-A b) Define the DATASERVER-A server address, and configure static NAT with identity port translation.

hostname/customer_instance(config-network-object)#host 10.10.10.21

c) Open SQL port for DATASERVER-A.

hostname/customer_instance(config-network-object)#nat (inside,outside) static

209.165.200.230 service tcp 1433 1433 d) Open ConAPI port for DATASERVER-A.

hostname/customer_instance(config-network-object)#nat (inside,outside) static

209.165.200.230 service tcp 2094 2094 e) Open HTTPS port for DATASERVER-A.

hostname/customer_instance(config-network-object)#nat (inside,outside) static

209.165.200.230

service tcp 443 443 f) Open SQL port for DATASERVER-B.

hostname/customer_instance(config)#object network DATASERVER-B hostname/customer_instance(config-network-object)#host 10.10.10.22

hostname/customer_instance(config-network-object)#nat (inside,outside) static

209.165.200.231 service tcp 1433 1433 g) Open ConAPI port for DATASERVER-B.

hostname/customer_instance(config-network-object)#nat (inside,outside) static

209.165.200.231 service tcp 2095 2095 h) Open HTTPS port for DATASERVER-B.

hostname/customer_instance(config-network-object)#nat (inside,outside) static

209.165.200.231 service tcp 443 443 hostname/customer_instance (config)#route outside

0.0.0.0 0.0.0.0 209.165.200.240

Note

ConAPI ports for DATASERVER A and B should match with the ports configured in the CCDM

Cluster.

For more information on ports, see

Firewall Hardening Considerations, on page 191

. Perform NAT and configure the specific ports for respective context.

Integration of ASA for Small Contact Center Deployment Model

Small contact center deployment model requires two Cisco ASAs, one is to integrate the Small Contact Center customer instance with the shared components and another one is to integrate sub customer instances with

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the small contact center customer instance. The following figure illustrates the deployments of 500 agent and small contact center instances with two Cisco ASAs.

Figure 68: Two Customer Instances, for Small Contact Center model Integrated with shared components

Integrate ASA for Small contact center with shared components, see

Install and Configure ASA Firewall and

NAT, on page 227

Integrate ASA for Small contact center customer instance with sub-customer instance install and configure

ASA, see

Install and Configure ASA Firewall and NAT, on page 227

. After Installing the ASA, repeat the below procedures for each sub-customer instance. Required VLAN ID's and sub-interface ID for sub-customer instances will be different. Hence, IP addresses can be reused for these deployments.

Configure Interfaces in the System Execution Space, on page 483

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Configure Security Contexts for each Sub-customer Context, on page 484

Assign MAC Addresses to Context Interfaces Automatically (Optional), on page 230

Configure Interfaces in each Sub-Customer Instance Context, on page 484

Configure Access-list in the Sub-customer Instance Context, on page 485

Configure Static NAT in the Sub-customer instance Context, on page 485

Configure Interfaces in the System Execution Space

Procedure

Step 1

Navigate to global configuration mode: hostname/context_name# changeto system hostname# configure terminal hostname(config)#

Step 2

Navigate to the interface Gigabit Ethernet 0/1 and enter the following command: hostname(config)#interface gigabitethernet 0/1 hostname(config-if)#no shut

Step 3

Navigate to the sub-interface and enter the following commands, to assign the sub-interface to the sub-customer_instance context and vlan ID inside the sub-customer_instance: hostname(config-if)#interface GigabitEthernet0/1.X

hostname(config-if)#vlan x hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/0.X

hostname(config-if)#vlan x hostname(config-if)#no shut

Step 4

Repeat the above steps to assign a sub interface for each sub-customer instance.

Example:

For sub-cust1 hostname(config)#interface gigabitethernet0/1 hostname(config-if)#No shut hostname(config-if)#interface gigabitethernet0/1.1

hostname(config-if)#vlan 10 hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/0.1

hostname(config-if)#vlan 11 hostname(config-if)#no shut

For sub-cust2 hostname(config-if)#interface gigabitethernet0/1.2

hostname(config-if)#vlan 20 hostname(config-if)#no shut hostname(config-if)#interface gigabitethernet0/0.2

hostname(config-if)#vlan 21 hostname(config-if)#no shut

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Configure Security Contexts for each Sub-customer Context

Procedure

Step 1

Create sub-customer_instance context in System Execution Space: hostname(config)#context sub-customer_instance

Step 2

Configure the customer_instance context definitions: hostname(config-ctx)#description sub-customer_instance context (optional) hostname(config-ctx)#allocate-interface GigabitEthernet0/1.1 subcustX_inside invisible hostname(config-ctx)#allocate-interface GigabitEthernet0/0.1 subcustX_outside invisible hostname(config-ctx)#config-url disk0:/ sub-customer_instance.cfg

Example:

hostname/admin#changeto system hostname#configure terminal hostname(config)#context sub-cust1 hostname(config-ctx)#description sub-customer_1 context hostname(config-ctx)#allocate-interface gigabitethernet0/1.1 sub-cust1_inside invisible hostname(config-ctx)#allocate-interface gigabitethernet0/0.1 sub-cust1_outside invisible hostname(config-ctx)#config-url disk0:/ sub-cust1.cfg

hostname(config-ctx)#context sub-cust2 hostname(config-ctx)#description sub-customer_2 context hostname(config-ctx)#allocate-interface gigabitethernet0/1.2 sub-cust2_inside invisible hostname(config-ctx)#allocate-interface gigabitethernet0/0.2 sub-cust2_outside invisible hostname(config-ctx)#config-url disk0:/ sub-cust2.cfg

Configure Interfaces in each Sub-Customer Instance Context

Procedure

Step 1

Navigate to sub-customer_instance context configure mode: hostname#changeto context sub_customer_instance_name hostname/sub_customer_instance#configure terminal hostname/sub_customer_instance (config)#

Step 2

Configure the interfaces for sub-customer instances: a) Navigate to the interface sub-cust_inside: hostname/sub_customer_instance (config)#interface gigabitethernet0/1.1

b) Specify the name to inside interface of the sub-customer_instance context: hostname/sub_customer_instance (config-if)#nameif inside_if_name c) Enter the IP address of sub-customer_instance of inside interface hostname/sub_customer_instance (config-if)#ip address ip_address subnet_mask d) Navigate to the interface sub-cust_outside: hostname/sub_customer_instance (config-if)#interface gigabitethernet0/0.1

e) Specify the name to outside interface of the sub-customer_instance context: hostname/sub_customer_instance (config-if)#nameif outside_if_name f) Enter the IP address of sub-customer_instance of outside interface: hostname/sub_customer_instance (config-if)#ip address ip_address subnet_mask

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Example:

hostname#changeto context sub-cust1 hostname/sub-cust1#configure terminal hostname/sub_cust1(config)#interface sub-cust1_inside hostname/sub_cust1(config-if)#nameif inside hostname/sub_cust1(config-if)#ip address 20.20.20.1 255.255.255.0

hostname/sub_cust1(config-if)#interface sub-cust1_outside hostname/sub_cust1(config-if)#nameif outside hostname/sub_cust1(config-if)#ip address 10.10.10.254 255.255.255.0

hostname/sub_cust1(config)#interface sub-cust2_inside hostname/sub_cust1(config-if)#nameif inside hostname/sub_cust1(config-if)#ip address 20.20.20.1 255.255.255.0

hostname/sub_cust1(config-if)#interface sub-cust2_outside hostname/sub_cust1(config-if)#nameif outside hostname/sub_cust1(config-if)#ip address 10.10.10.254 255.255.255.0

Configure Access-list in the Sub-customer Instance Context

Configure the access-list to allow IP traffic. The access-list is applied to both outside and inside interfaces:

Procedure

Step 1

Create the access-list for both outside and inside IP traffic.

hostname/sub_customer_instance(config)#access-list access_list_name_outside extended permit ip any any hostname/sub_customer_instance(config)#access-list access_list_name_inside extended permit ip any any

Step 2

Apply the access-list for both outside and inside IP traffic.

hostname/sub_customer_instance(config)#access-group access_list_name_outside in interface outside_if_name hostname/sub_customer_instance(config)#access-group access_list_name_inside in interface inside_if_name

Note

Allow or deny IP address in access-list as per the requirement of the network.

Configure Static NAT in the Sub-customer instance Context

Configure static NAT for integration of sub-customer instances with customer instance :

Procedure

Step 1

Create a network object for the sub_cust1 side A.

hostname/sub_customer_instance(config)#object network sub_cust_host

Step 2

Define the host IP address and configure static NAT.

hostname/sub_customer_instance(config-network-object)#host X.X.X.X

Step 3

Define the outside IP address.

hostname/customer_instance(config-network-object)#nat (inside_if_name, outside_if_name) static X.X.X.X

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Perimeta SBC Integration

Example:

hostname/sub-cust1(config)# object network sub-cust1APGA hostname/sub-cust1(config-network-object)# host 20.20.20.21

hostname/sub-cust1 (config-network-object)# nat(inside,outside) static 10.10.10.121

For more information on ports, see

Firewall Hardening Considerations, on page 191

. Perform NAT and configure the specific ports for respective context.

Perimeta SBC Integration

This section describes the configuration procedures required in Perimeta SBC to integrate the customer instances.

Integration of Perimeta SBC for HCS Deployment model, on page 486

Integration of Perimeta SBC for Small Contact Center Deployment Model, on page 488

Integration of Perimeta SBC for HCS Deployment model

Configure Service Interface for Customers, on page 486

Configure Adjacencies for Customer Instance, on page 487

Configure Call Policy, on page 497

Configure Service Interface for Customers

To create the service Interface for shared applications, perform the following instructions.

config system service-interface serv4 description hcscustom service-network 4 port-group-name AccessNetwork ipv4 subnet-prefix-length 24 gateway-ip-address 10.10.10.2

local-ip-address 10.10.10.6

service-address hcscustom probes-source-style specific-source activate vlan-id 60 network-security trusted probes-type none

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Configure Adjacencies for Customer Instance

Table 74: Adjacencies for HCS Deployment Models

Sl no

Adjacency Name

1 CUST1-CUBE-E

2 CUST1-CUBE-E-OUTBOUND

Remote Server/Node

CUBE-E

Call Flow

Outbound Gateway

• Basic Calls from

Customer

• Internal Help Desk dialing

• CCB

• Local Breakout Call

Agent Based and IVR

Based OB calls

Add Carrier-Network Adjacency, on page 487

Add CUBE(E) Adjacency, on page 487

Add Carrier-Network Adjacency

In this example, the Adjacency is created for one of the customer, CUST1-Carrier-Network.

Config

SBC

Signaling adjacency sip CUST1-Carrier-Network description "Trunk to Carrier-Network for CUSTOMER1" account cust1 interop preferred-transport tcp message-manipulation edit-profiles inbound he-dtmf force-signaling-peer all-requests adjacency-type preset-core remote-address-range ipv4 10.10.10.32 prefix-len 32 service-address SA-shared

# service-network 10

# signaling-local-address ipv4 10.10.10.5

signaling-local-port 5085 signaling-peer 10.10.10.32

signaling-peer-port 5060 statistics-setting summary activate

Add CUBE(E) Adjacency

In this example, the adjacency is created for one of the customer, CUST-CUBE-E.

Config

SBC

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Signaling adjacency sip CUST-CUBE-E description "Trunk to CUBE-E Gateway for HCS CUSTOMER" account hcscustom interop preferred-transport tcp message-manipulation edit-profiles inbound hcs-dtmf

! The list references profiles that do not exist.

force-signaling-peer all-requests adjacency-type preset-core remote-address-range ipv4 10.10.10.180 prefix-len 32 service-address SA-shared

# service-network 10

# signaling-local-address ipv4 10.10.10.6

signaling-local-port 5080 signaling-peer 10.10.10.180

signaling-peer-port 5060 statistics-setting summary activate

Configure Call Policy

Here some of the basic calls are covered as part of this call policy.

call-policy-set 1 description first-callpolicy first-call-routing-table AdminDomains rtg-src-adjacency-table AdminDomains entry 1 match-adjacency Carrier-Network dst-adjacency CUST-CUBE-E action complete entry 2 match-adjacency CUST-outbound dst-adjacency Carrier-Network action complete complete active-call-policy-set

Integration of Perimeta SBC for Small Contact Center Deployment Model

Configure Service Interface , on page 488

Configure Media Address for Sub-customer, on page 489

Create Account for Enterprise Applications, on page 489

Configure Adjacencies for Sub Customer Instance, on page 490

Configure Call Policy, on page 497

Configure Service Interface

To create the service Interface for shared application perform the following instructions. This is used for CVP,

CUBE-E and for applications that are shared between the sub-customers.

config

System service-interface serv3 description shared service-network 3 port-group-name AccessNetwork

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ipv4 subnet-prefix-length 24 gateway-ip-address 10.10.10.1

local-ip-address 10.10.10.5

service-address SA-shared probes-source-style specific-source activate vlan-id 71 network-security trusted probes-type none

To create the service Interface for sub-customer perform the following instructions.

config

System service-interface serv1 description customer1 service-network 1 port-group-name AccessNetwork ipv4 subnet-prefix-length 24 gateway-ip-address 20.20.20.1

local-ip-address 20.20.20.2

service-address SA-cust1 probes-source-style specific-source activate vlan-id 81 network-security trusted probes-type none

Configure Media Address for Sub-customer

Enter the following commands to add media address for sub-customers: sbc media media-address ipv4 10.10.10.5 service-network 3 port-range 16384 65535 media-address ipv4 20.20.20.2 service-network 1 port-range 16384 65535 media-address ipv4 20.20.20.2 service-network 2 port-range 16384 65535 vmsc global activate

Create Account for Enterprise Applications

Enter the following commands to create an account: config sbc signaling burst-rate-limit-period 6 seconds account cust1 account cust2 account shared

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Configure Adjacencies for Sub Customer Instance

Table 75: Adjacencies for Small Contact Center Deployment

Sl.No.

Adjacency Name

1 SUBCUST1-CVP

Remote

Server/Node

CVP Call Server

Call Flow

• To Route calls to CUCM to connect agent phone

• Agent Transfer call

• IVR Based OB Call

2

3

4

SUBCUST1-CUBE-E-REFER

SUBCUST1-CUBE-MEDIASENSE-FORK

SUBCUST1-CUCM-PUB

CUBE-E

CUBE-E

REFER Call flow

CUBE-E to communicate with

MediaSense.

Customer 1

CUCM Publisher

To route calls to CUCM Publisher for all the callflows

5

8

9

6

7

SUBCUST1-CUCM-SUB

SUBCUST1-MEDIASENSE

Customer 1

CUCM Subscriber

To route calls to CUCM

Subscriber for all the callflows

MediaSense MediaSense Callflow

SUBCUST1-CUCM-PUB-CONSULT-TRAN CUCM Publisher Consult and transfer call flow

SUBCUST1-CUCM-SUB-CONSULT-TRAN CUCM Subscriber Consult and transfer call flow

SUBCUST1-Carrier-Network Carrier Network All the calls from cloud to be routed to Customer1

10 SUBCUST1-CUCM-PUB-MOBILE-AGENT CUCM Publisher Mobile Agents to login

11

12

SUBCUST1-CUCM-SUB-MOBILE-AGENT

SUBCUST1-LBO-Network

CUCM Subscriber Mobile Agents to login

TDM Gateway LBO Callflows

13 SUBCUST1-SIP-OUTBOUND-DIALER Outbound dialer IVR and Agent based outbound callflow

14 SUBCUST1-CUBE-E-OUTBOUND-IVR

15 SUBCUST1-CUBE-E-OUTBOUND

Dedicated or

Shared Outbound gateway

IVR based outbound callflow

Shared Outbound gateway

IVR and Agent based callflow

16 SUBCUST1-CUBE-E-OUTBOUND-AGENT Shared Outbound gateway

Agent based callflow

17 SUBCUST1-CUSP CUSP To route call to CUCM and CVP for all call flows

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Configure Adjacencies for Core Components, on page 491

Configure Adjacencies for Optional Components, on page 496

Configure Call Policy, on page 488

Configure Adjacencies for Core Components

Add CVP Adjacency, on page 491

Add CUCM-PUBLISHER Adjacency, on page 491

Add CUCM-SUBSCRIBER Adjacency, on page 492

Add CUCM PUBLISHER Adjacency for consult and transfer call flow, on page 492

Add CUCM PUBLISHER Adjacency for consult and transfer call flow, on page 492

Add CUCM PUBLISHER Adjacency for Mobile agent call flow, on page 493

Add CUCM SUBSCRIBER Mobile Agent Call flow, on page 493

Add OUTBOUND-DIALER adjacency, on page 494

Add CUBE-E-OUTBOUND -IVR, on page 494

Add CUBE-E OUTBOUND adjacency, on page 495

Add CUBE-E-OUTBOUND-AGENT adjacency, on page 495

Add CVP Adjacency

In this example, the adjacency is created for one of the sub-customer, that is for SUBCUST1-CVP. This needs to be configured for each CVP and for each sub-customer.

config sbc signaling adjacency sip SUBCUST1-CVP description "Trunk to CVP for SUBCUSTOMER 1" account cust1 interop preferred-transport tcp message-manipulation edit-profiles inbound he-dtmf force-signaling-peer all-requests adjacency-type preset-core remote-address-range ipv4 10.10.10.10 prefix-len 32 service-address SA-shared

# service-network 10

# signaling-local-address ipv4 10.10.10.5

signaling-local-port 5082 signaling-peer 10.10.10.10

signaling-peer-port 5060 statistics-setting summary activate

Add CUCM-PUBLISHER Adjacency

In this example, the adjacency is created for one of the sub-customer, that is for SUBCUST1-CUCM-PUB.

This is required to route calls to CUCM publisher for all the call flows.

config sbc signaling

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adjacency sip SUBCUST1-CUCM-PUB description "Trunk to SUBCUSTOMER 1 CUCM-PUBLISHER" account cust1 interop preferred-transport tcp message-manipulation edit-profiles inbound he-dtmf force-signaling-peer all-requests adjacency-type preset-core remote-address-range ipv4 20.20.20.30 prefix-len 32 service-address SA-cust1

# service-network 1

# signaling-local-address ipv4 20.20.20.2

signaling-local-port 5083 signaling-peer 20.20.20.30

signaling-peer-port 5060 statistics-setting summary activate

Add CUCM-SUBSCRIBER Adjacency

In this example, the adjacency is created for one of the sub-customer, that is for SUBCUST1-CUCM-SUB.

This is required to route calls to CUCM subscriber for all the call flows.

config sbc signaling adjacency sip SUBCUST1-CUCM-SUB description " Trunk to SUBCUSTOMER 1 CUCM Subsciber" account cust1 interop preferred-transport tcp message-manipulation edit-profiles inbound he-dtmf force-signaling-peer all-requests adjacency-type preset-core service-address SA-cust1

# service-network 1

# signaling-local-address ipv4 20.20.20.2

signaling-local-port 5083 signaling-peer 20.20.20.130

signaling-peer-port 5060 statistics-setting summary activate

Add CUCM PUBLISHER Adjacency for consult and transfer call flow

In this example, the adjacency is created for one of the sub-customer, that is

SUBCUST1-CUCM-PUB-CONSULT-TRAN. To consult and transfer call flow.

config sbc signaling adjacency sip SUBCUST1-CUCM-PUB-CONSULT-TRAN description "Trunk SUBCUSTOMER 1 CUCM Publisher for cons and trans call flow" account cust1 interop preferred-transport tcp message-manipulation edit-profiles inbound he-dtmf force-signaling-peer all-requests adjacency-type preset-core remote-address-range ipv4 20.20.20.30 prefix-len 32 service-address SA-cust1

# service-network 1

# signaling-local-address ipv4 20.20.20.2

signaling-local-port 5090 signaling-peer 20.20.20.30

signaling-peer-port 5060 statistics-setting summary activate

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Add CUCM SUBSCRIBER Adjacency for consult and transfer call flow

In this example, the adjacency is created for one of the sub-customer, that is

SUBCUST1-CUCM-SUB-CONSULT-TRAN. To consult and transfer call flow.

config sbc signaling adjacency sip SUBCUST1-CUCM-SUB-CONSULT-TRAN description "Trunk SUBCUSTOMER 1 CUCM subsc for cons and transr call flow" account cust1 interop preferred-transport tcp message-manipulation edit-profiles inbound he-dtmf force-signaling-peer all-requests adjacency-type preset-core service-address SA-cust1

# service-network 1

# signaling-local-address ipv4 20.20.20.2

signaling-local-port 5090 signaling-peer 20.20.20.130

signaling-peer-port 5060 statistics-setting summary activate

Add CUCM PUBLISHER Adjacency for Mobile agent call flow

In this example, the adjacency is created for one of the sub-customer, that is

SUBCUST1-CUCM-PUB-MOBILE-AGENT. For mobile agent login.

config sbc signaling adjacency sip SUBCUST1-CUCM-PUB-MOBILE-AGENT description "Trunk SUBCUSTOMER 1 CUCM Publisher for Mobile Agent call flow" account cust1 interop preferred-transport tcp message-manipulation edit-profiles inbound he-dtmf force-signaling-peer all-requests adjacency-type preset-core remote-address-range ipv4 20.20.20.30 prefix-len 32 service-address SA-cust1

# service-network 1

# signaling-local-address ipv4 20.20.20.2

signaling-local-port 5078 signaling-peer 20.20.20.30

signaling-peer-port 5060 statistics-setting summary activate

Add CUCM SUBSCRIBER Mobile Agent Call flow

In this example, the adjacency is created for one of the sub-customer, that is

SUBCUST1-CUCM-SUB-MOBILE-AGENT. For mobile agent login.

config sbc signaling adjacency sip SUBCUST1-CUCM-SUB-MOBILE-AGENT description "Trunk SUBCUSTOMER 1 CUCM subscriber for Mobile Agent call flow" account cust1 interop preferred-transport tcp message-manipulation edit-profiles inbound he-dtmf force-signaling-peer all-requests adjacency-type preset-core

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service-address SA-cust1

# service-network 1

# signaling-local-address ipv4 20.20.20.2

signaling-local-port 5078 signaling-peer 20.20.20.130

signaling-peer-port 5060 statistics-setting summary activate

Add OUTBOUND-DIALER adjacency

In this example, the adjacency is created for one of the sub-customer.

config system adjacency sip SUBCUST1-SIP-OUTBOUND-DIALER description "Trunk SUBCUSTOMER 1 SIB OUT BOUND DIALER" account cust1 call-media-policy codec-list codec-list-1 media-address-type both interop

100rel inbound support

100rel outbound require-add preferred-transport none message-manipulation edit-profiles inbound he-dtmf adjacency-type preset-core nat autodetect remote-address-range ipv4 20.20.20.21 prefix-len 32 service-address SA-cust1

# service-network 1

# signaling-local-address ipv4 20.20.20.2

signaling-local-port 5087 signaling-peer 20.20.20.21

signaling-peer-port 5060 statistics-setting summary default-interop-profile GenericAccess activate

Add CUBE-E-OUTBOUND -IVR

In this example, the adjacency is created for one of the sub-customer

Note

CUBE (E) adjacency is required in IVR based outbound call flow for dedicated outbound gateway scenario.

This adjacency is used to transfer the call to Unified CVP from outbound gateway for IVR based outbound call flow.

cofig system adjacency sip SUBCUST1-CUBE-E-OUTBOUND-IVR description "Trunk to CUBE-E OUT BOUND Gateway for IVR call" account cust1 call-media-policy codec-list codec-list-1 media-address-type both interop

100rel inbound support

100rel outbound require-add preferred-transport none message-manipulation edit-profiles inbound he-dtmf adjacency-type preset-core remote-address-range ipv4 10.10.10.180 prefix-len 32 service-address SA-shared

# service-network 10

# signaling-local-address ipv4 10.10.10.5

signaling-local-port 5091 signaling-peer 10.10.10.180

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signaling-peer-port 5060 statistics-setting summary default-interop-profile GenericAccess activate

Add CUBE-E OUTBOUND adjacency

In this example, the adjacency is created for one of the sub-customer.

Note

CUBE (E) adjacency is required in agent based outbound call flow that includes shared outbound gateway.

config system adjacency sip SUBCUST1-CUBE-E-OUTBOUND description "Trunk to CUBE-E OUT BOUND Gateway for SUB CUSTOMER 1" account cust1 call-media-policy codec-list codec-list-1 media-address-type both interop

100rel inbound support

100rel outbound require-add preferred-transport none message-manipulation edit-profiles inbound he-dtmf adjacency-type preset-core remote-address-range ipv4 10.10.10.180 prefix-len 32 service-address SA-shared

# service-network 10

# signaling-local-address ipv4 10.10.10.5

signaling-local-port 5087 signaling-peer 10.10.10.180

signaling-peer-port 5060 statistics-setting summary default-interop-profile GenericAccess activate

Add CUBE-E-OUTBOUND-AGENT adjacency

In this example, the adjacency is created for one of the sub-customer.

Optional, this is required only if customer chooses to use shared outbound gateway. This adjacency is used to transfer the call to the agent.

config system adjacency sip SUBCUST1-CUBE-E-OUTBOUND-AGENT description "Trunk to CUBE-E OUT BOUND Gateway for Agent based call" account cust1 call-media-policy codec-list codec-list-1 media-address-type both interop

100rel inbound support

100rel outbound require-add preferred-transport none message-manipulation edit-profiles inbound he-dtmf adjacency-type preset-core remote-address-range ipv4 10.10.10.180 prefix-len 32 service-address SA-shared

# service-network 10

# signaling-local-address ipv4 10.10.10.5

signaling-local-port 5088 signaling-peer 10.10.10.180

signaling-peer-port 5060 statistics-setting summary default-interop-profile GenericAccess activate

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Configure Adjacencies for Optional Components

Add CUBE-MEDIASENSE FORK adjacency, on page 496

Add MEDIASENSE adjacency , on page 496

Add CUSP Adjacency, on page 497

Add CUBE-MEDIASENSE FORK adjacency

In this example, the adjacency is created for one of the sub-customer

SUBCUST1-CUBE-E-MEDIASENSE-FORK.

Config sbc signalling adjacency sip SUBCUST1-CUBE-E-MEDIASENSE-FORK description "Trunk to CUBE-E Gateway for SUB CUSTOMER 1 MEDIASENSE" account cust1 call-media-policy hold-setting hold-sendonly interop preferred-transport tcp message-manipulation edit-profiles inbound he-dtmf force-signaling-peer all-requests adjacency-type preset-core remote-address-range ipv4 10.10.10.180 prefix-len 32 service-address SA-shared

# service-network 10

# signaling-local-address ipv4 10.10.10.5

signaling-local-port 5086 signaling-peer 10.10.10.180

signaling-peer-port 5060 statistics-setting summary activate

Add MEDIASENSE adjacency

In this example, the adjacency is created for one of the sub-customer SUBCUST1-MEDIASENSE, this is required for mediasense call flows.

Config sbc signalling adjacency sip SUBCUST1-MEDIASENSE description "Trunk to SUBCUSTOMER 1 MediaSense" account cust1 call-media-policy hold-setting hold-sendonly interop preferred-transport tcp message-manipulation edit-profiles inbound he-dtmf force-signaling-peer all-requests adjacency-type preset-core remote-address-range ipv4 20.20.20.70 prefix-len 32 service-address SA-cust1

# service-network 1

# signaling-local-address ipv4 20.20.20.2

signaling-local-port 5086 signaling-peer 20.20.20.70

signaling-peer-port 5060 statistics-setting summary activate

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Add CUSP Adjacency

In this example, the adjacency is created for one of the sub-customer SUBCUST1-CUSP.

config sbc signaling adjacency sip SUBCUST1-CUSP description "Trunk to CUSP For SUBCUST1-CUSP" account cust1 call-media-policy codec-list codec2 interop

100rel outbound support-add dtmf disable sip notify dtmf disable sip info media-late-to-early-iw outgoing preferred-transport udp adjacency-type preset-peering remote-address-range ipv4 10.10.10.50 prefix-len 32 service-address SA-shared

# service-network 10

# signaling-local-address ipv4 10.10.10.5

signaling-local-port 5069 signaling-peer 10.10.10.5

signaling-peer-port 5060 statistics-setting summary activate

Configure Call Policy

Here some of the basic calls are covered as part of this call policy.

call-policy-set 1 description first-callpolicy first-call-routing-table AdminDomains rtg-round-robin-table CUCM-ROUND-ROBIN-SUBCUST1 entry 1 dst-adjacency SUBCUST1-CUCM-PUB action complete entry 2 dst-adjacency SUBCUST1-CUCM-SUB action complete rtg-round-robin-table CVP-TO-CUCM-R-ROBIN-SUBCUST1 entry 1 dst-adjacency SUBCUST1-CUCM-PUB-CONSULT-TRAN action complete entry 2 dst-adjacency SUBCUST1-CUCM-SUB-CONSULT-TRAN action complete rtg-src-adjacency-table AdminDomains entry 1 match-adjacency SUBCUST1-Carrier-Network dst-adjacency SUBCUST1-CUBE-E action complete entry 2 match-adjacency SUBCUST1-CVP action next-table CUCM-ROUND-ROBIN-SUBCUST1 entry 3 match-adjacency SUBCUST1-CUCM-PUB-CONSULT-TRAN dst-adjacency SUBCUST1-CVP action complete entry 3 match-adjacency SUBCUST1-CUBE-E-MEDIASENSE-FORK dst-adjacency SUBCUST1-MEDIASENSE action complete entry 4 match-adjacency SUBCUST1-CUSP action next-table CUCM-ROUND-ROBIN-SUBCUST1 entry 5 match-adjacency SUBCUST1-CUCM-PUB-CONSULT-TRAN

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Cisco Prime Collaboration Assurance Integration for Small Contact Center Deployment Model

dst-adjacency SUBCUST1-CUSP action complete entry 6 match-adjacency SUBCUST1-SIP-OUTBOUND-DIALER dst-adjacency SUBCUST1-CUBE-E-OUTBOUND action complete entry 7 match-adjacency SUBCUST1-CUBE-E-OUTBOUND-IVR action next-table CVP-TO-CUCM-R-ROBIN-SUBCUST1 entry 8 match-adjacency SUBCUST1-CUBE-E-OUTBOUND-AGENT action next-table CUCM-ROUND-ROBIN-SUBCUST1 complete active-call-policy-set 1 qos sig default dscp 24 marking dscp qos video default dscp 46 marking dscp qos voice default dscp 46 marking dscp activate

Cisco Prime Collaboration Assurance Integration for Small

Contact Center Deployment Model

Customer Management for Prime Collaboration Assurance, on page 498

Add Cluster, on page 499

Add Contact Center Components, on page 499

Customer Management for Prime Collaboration Assurance

Procedure

Step 1

Login to Prime using the URL https://<IP_address_of_Prime_Collaboration_application/ .

Step 2

Go to Administration > Customer Management.

Step 3

Click Add.

Step 4

In General Info tab, enter the Customer Name.

Step 5

Click Next and then Save.

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Add Cluster

Add Cluster

Procedure

Step 1

Log into HCM-F using administrator credentials.

Step 2

Choose Cluster Management > Cluster, and click Add New.

Step 3

Enter the cluster name.

Step 4

Choose appropriate customer from the drop-down list.

Step 5

Choose CC for the cluster type from the drop-down list.

Step 6

Choose the cluster application version from the drop-down list.

Step 7

Choose the PCA host name from the Application Monitoring the Cluster drop-down list.

Step 8

Click Save.

Add Contact Center Components

Customer Contact components includes Rogger, AW-HDS, Agent Peripheral Gateway, Finesse, VRU Peripheral

Gateway, CVP, CVP OAMP, and CVP RSA.

Procedure

Step 1

Log in to HCM-F using administrator credentials.

Step 2

Choose Application Management > Cluster Application.

Step 3

In the General Information section, configure the following.

a) Click Add New.

b) Choose UCCE from the Application Type drop-down list.

Choose CVP for CVP, CVP OAMP, CVP RSA , choose UCCE for Rogger, AW-HDS, Agent Peripheral

Gateway, VRU Peripheral Gateway, and choose Finesse for Finesse.

c) Enter the host name of the CC component.

d) Choose a cluster from the drop-down list.

e) Click Save.

Step 4

In the Credentials section, configure the following.

a) Click Add New.

b) Choose SNMP _V2 from the Credential Type drop-down list.

c) Enter the Community Srting configured on CC Component.

d) Choose Read Only option for the access type.

e) Click Save.

f) Click Add New.

g) Choose ADMIN from the Credential Type drop-down list.

h) Enter the administrator credentials.

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Add Contact Center Components

For CVP, CVP OAMP, CVP RSA use User ID as wsmadmin and password configured for OAMP web

UI i) Choose Read Only option for the Access Type .

j) Click Save.

Step 5

In Network Addresses section, configure the following.

a) Click Add New.

b) Choose Application Space from the Network Space drop-down list.

c) Enter the IPV4 Address and the hostname.

d) Click Save.

e) Click Add New.

f) Choose Service Provider Space from Network Space drop-down list.

g) Enter the NAT IPV4 Address and Hostname.

h) Click Save.

Note

Follow the same procedure to add AW-HDS, Agent Peripheral Gateway, Finesse, VRU Peripheral

Gateway, CVP, CVP OAMP, and CVP RSA. Media sense and CUIC is not supported. CUCM will be pushed from CUCDM to HCM-F.

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C H A P T E R

11

Administration

Unified CCE Administration, page 501

Unified CVP Administration, page 565

Unified Communication Manager Administration, page 566

Unified CCE Administration

Provision Unified CCE Using Unified CCDM, on page 501

Provision Unified CCE Using Administration Workstation, on page 564

Provision Unified CCE Using Web Administration, on page 564

Provision Routing Script Using Internet Script Editor, on page 565

Provision Unified CCE Using Unified CCDM

Complete the following procedures to provision the Unified CCE using Unified Contact Center Domain

Manager (Unified CCDM).

CRUD Operations for Unified CCDM Objects, on page 502

Configure User, on page 504

Configure Departments, on page 507

Configure Agents, on page 508

Configure Agent Desktop, on page 510

Configure Agent Team, on page 512

Configure Call Type, on page 513

Configure Precision Routing, on page 515

Configure Network VRU Scripts, on page 519

Configure Dialed Number, on page 521

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Configure Enterprise Skill Group, on page 523

Configure Expanded Call Variable, on page 524

Configure Folder, on page 525

Configure Group, on page 527

Configure Label, on page 529

Configure Person, on page 530

Configure Supervisors , on page 532

Configure Service, on page 533

Configure Skill Group, on page 534

Configure Route , on page 536

Agent Re-skilling and Agent Team Manager, on page 536

Configure User Variable, on page 539

View the Unified CCDM Version, on page 540

Bulk Operations Using Unified CCDM, on page 540

Manage Roles , on page 555

Configure Gadgets, on page 562

CRUD Operations for Unified CCDM Objects

The following table mentions the Create, Read, Update, and Delete (CRUD) operations for Unified CCDM objects.

Note

Bulk upload supports only the create operation. See

Bulk Operations Using Unified CCDM, on page 540

.

You cannot edit any default resources in CCDM portal.

Object

Bucket Interval, see

Configure Call Type, on

page 513 .

ECC Variables, see

Configure Expanded Call

Variable, on page 524

.

Network VRU Script, see

Configure Network VRU

Scripts, on page 519

.

Call Type, see

Create a Call

Type, on page 513

.

Create

x x x

Read

x x x x

Update

x x x

Delete

x x x

Bulk Upload

x x

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Object

Dialed Number, see

Configure Dialed Number,

on page 521 .

Skill Group, see

Configure

Skill Group, on page 534

.

Folder, see

Configure

Folder, on page 525

.

Group, see

Configure

Group, on page 527

.

Agent, see

Configure

Agents, on page 508

.

Agent Desktop, see

Configure Agent Desktop,

on page 510 .

Agent Team, see

Configure

Agent Team, on page 512

.

Person, see

Configure

Person, on page 530

.

User, see

Configure User,

on page 504 .

User Variable, see

Configure User Variable,

on page 539 .

Enterprise Skill Group, see

Configure Enterprise Skill

Group, on page 523

.

Label, see

Configure

Label, on page 529

.

Attribute, see

Configure

Precision Attribute, on

page 515 .

Precision Queue, see

Configure Precision

Queue, on page 517

.

Service, see

Configure

Service, on page 533

Create

x x x x x x x x x x x x x x x

Read

x

Update

x

Delete

x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x

Bulk Upload

x x x x x x x x x x x x x

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Configure User

Complete the following procedures to configure a user:

Create User, on page 504

Assign Roles to Users, on page 505

Assign Permission to Sub-customer Tenant and User, on page 506

Edit User, on page 506

Delete User, on page 506

Create User

Note

Login as administrator to create tenant/sub customer user.

Before You Begin

Create users in active directory domain, see

Create Users in Active Directory, on page 463

.

Procedure

Step 1

In Unified CCDM portal, click burger icon in the top-left corner and select Security > Users.

Step 2

Select the tenant in which you have to create user and click New.

Step 3

Enter Login Name.

Note

For ISE users or SSO is enabled, login name must be in [email protected] format where

Username is the name of active directory user and domain.com is the active directory domain.

Step 4

Enter First Name, Last Name and Description.

Step 5

From Culture drop-down list, select English (United States) option.

Step 6

Check the following check boxes:

Advanced Mode

Account Enabled

Password Never Expires

User Cannot Change Password

Internet Script Editor Enabled (applicable for ISE user)

Step 7

In User Home Folder field, ensure that selected path is correct.

Ensure that Create a new folder for this user check box is unchecked.

Step 8

Enter Password and Confirm the password.

Step 9

Click Save.

Note

If SSO is enabled, credential option will be disabled.

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Configure an Imported Unified CCE User

After integration of CCE with Unified CCDM, Unified CCDM import existing CCE users. All imported users are located in default import location, move the imported users to appropriate tenants/folders.

Follow the below steps to configure imported users.

Procedure

Step 1

In Unified CCDM, locate the imported Unified CCE user. Edit the username of Unified CCDM as follows:

<username>@<domainname>, where username is a windows username and domainname is a fully qualified windows domain name.

Example:

[email protected]

Step 2

Select the user to view the details.

Step 3

Select Details tab and check the following check boxes:

Account Enabled

Advanced Mode

Internet Script Editor (applicable for ISE user)

Step 4

Click Save to update the user details for the linked Unified CCDM user.

Note

Before you login ISE, if SSO is disabled, you must log in to Unified CCDM portal as imported CCE user. Enter corresponding windows active directory user password in Password field.

Assign Roles to Users

Follow the below procedure to assign corresponding roles to the user:

Procedure

Step 1

In Unified CCDM portal, click burger icon in the top-left corner and select Security > Users.

Step 2

Select newly created user from the list.

Step 3

Select Group tab, click Add to Group.

Step 4

Select the tenant/folder that has a user you want to assign roles.

Step 5

Check Basic Users check box to provide basic permission for the tenant.

Step 6

Check Advanced Users check-box for a tenant/ISE user and click OK.

Default, advanced users will have Browse Dimension permission.

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Step 7

Check Supervisors check-box for a supervisor user and click OK.

Step 8

Click Save.

Assign Permission to Sub-customer Tenant and User

Procedure

Step 1

Log in to CCDM Web portal.

Step 2

Click burger icon.

Step 3

Select Security > Permissions.

Step 4

Select the sub-customer tenant and click Permission tab, uncheck Inherit Permissions from /Root and click

OK.

Repeat this step for Unallocated > SCCTenant Folder.

Step 5

Select newly added user and click Group tab.

Step 6

Click Add to Groups.

Step 7

Click Unallocated > SCCTenant Folder and enable Basic Users permissions.

Step 8

Click the sub-customer tenant and assign Advanced Users permissions and click OK.

Default, Advanced User will have Browse Dimension permission.

Step 9

Click Save.

Edit User

Follow the below procedure to edit user:

Procedure

Step 1

In Unified CCDM portal, click burger icon in the top-left corner and select Security > Users.

Step 2

From the folder tree, select the folder containing the user that you want to edit.

Step 3

Select the user you want to edit.

Step 4

Click Details tab.

Step 5

Edit the required details.

Step 6

Click Groups tab, to add or remove the groups.

Step 7

Click Save.

Delete User

Follow the below procedures to delete users:

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Procedure

Step 1

In Unified CCDM portal, click burger icon in the top-left corner and select Security > Users.

Step 2

From folder tree on left, select the folder containing the user that you want to delete.

Step 3

Select the user that you want to delete.

Step 4

Click Delete and click Yes.

Configure Departments

To configure a department perform the following instructions.

Create a Department, on page 507

Edit a Department, on page 507

Move a Department, on page 508

Delete a Department, on page 508

Create a Department

Procedure

Step 1

Log in to CCDM portal as Tenant Administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

Select the required Folder from the Tenant. Click Resource and select Department.

Step 4

Enter the name of the department and complete the mandatory fields.

Step 5

Click Save.

Edit a Department

Procedure

Step 1

Log in to CCDM portal as Tenant Administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

Expand the required Folder from the Tenant. Click Department.

Step 4

Select the department that you want to edit and modify the required fields.

Step 5

Click Save.

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Move a Department

Procedure

Step 1

Log in to CCDM portal as Tenant Administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

Expand the required Folder from the Tenant. Click Department.

Step 4

In Department tab, check the department you want to move and click Move.

Step 5

Browse to the destination folder you want the department to be moved and click Save and click Ok.

Delete a Department

Procedure

Step 1

Log in to CCDM portal as Tenant Administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

Expand the required Folder from the Tenant. Click Department.

Step 4

In the Department tab, Select the department that you want to delete.

Step 5

Click Delete and click Ok.

Configure Agents

Complete the following procedures for agent configuration:

Create an Agent, on page 508

Edit an Agent, on page 509

Delete an Agent, on page 510

Create an Agent

Complete the following procedure to create an agent:

Procedure

Step 1

Log in to CCDM portal as tenant or sub customer user or Supervisor user.

Step 2

Click the burger icon and select Provisioning.

Step 3

Create an agent.

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• For Tenant or Sub customer user, select Resource Manger, select the folder that you want to create the agent. Select Resource > Agent.

• For Supervisor user, select Agent Team Manager and click New Agent.

Step 4

Click the Details tab and configure as follows: a) Enter the Agent's Name.

b) Enter a Description of the agent.

c) Select a Peripheral to create the agent.

d) Associate the person with the agent.

You can choose an existing person, or you can create a new person and associate with the agent.

Select Existing Person: Select an existing person from the drop-down list, . You can search for a specific person by typing a part of their name in the search box. The new agent uses the details specified in that person's Peripheral Login box to log in to their Agent Desk Setting.

Create New Person: Enter the first name and last (or family) name for the person, and fill in the details they will use to log in to the peripheral. The person is automatically created and associated with the agent.

Step 5

Click Supervisor tab and configure the following: a) If the agent is a supervisor, check the Supervisor check box.

The agent must be associated with a Domain Account (the account they use to log in to a computer on the contact center network).

b) Type in part of the account name, click Find and then select the correct account.

Note

You cannot set up a domain account from Unified CCDM because security rules typically prevent this. Contact your administrator if you are uncertain of the domain account to use.

Step 6

Click the Agent Teams tab and configure the following: a) Select an agent team to which the agent belongs to. Agents may only be a member of a single team, but a supervisor can supervise multiple teams. Use the Selected Path drop-down list to see agent teams in other folders.

b) Click Add to associate the team with this agent.

c) Check the Member check box to make the agent a member of the team.

Supervisors can supervise a team without being a member.

d) If the agent is a supervisor, select a primary or secondary supervisory role for any team they supervise..

They may or may not also be a member of this team.

Step 7

Click the Skill Groups tab and configure the following: a) Select skill groups for the agent to belong to. Use the Selected Path drop-down to change folders.

b) Click Add to add the agent to the selected skill groups.

Step 8

Click Save.

Edit an Agent

Complete the following procedure to view or edit agents.

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Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, in the folder tree panel, select the folder where you want to edit the agent.

Step 4

In Items panel, select the agent from the list.

Step 5

Edit the agent details.

Clicking a different tab (such as Supervisor or Agent Teams) show a different set of fields. You can return to previous tabs if necessary.

Step 6

Click Save.

Delete an Agent

Complete the following procedure to delete an agent.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, navigate to the folder containing the Agent you want to delete, and view the agents in that folder using the Items panel list view.

Step 4

In the Items panel, check the required agent check boxes that you want to delete.

Step 5

Click Delete.

Step 6

Click Yes to delete the agent.

Configure Agent Desktop

Complete the following procedures to configure an agent desktop:

Create an Agent Desktop, on page 510

Edit an Agent Desktop, on page 511

Delete an Agent Desktop, on page 511

Create an Agent Desktop

Complete the following procedure to create an agent desktop.

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Procedure

Step 1

Login to Unified CCDM Portal as Tenant or Sub customer user and select Resource Manager.

Step 2

In Resource Manager, in the Folder Tree panel, select the folder where you want to create the agent desktop.

Step 3

Click Resource, and click Agent Desktop.

Step 4

Complete the required fields.

Step 5

Click Save.

Edit an Agent Desktop

Complete the following procedure to edit an agent desktop.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that contains the agent desktop you want to edit, and view the agent desktops in that folder using the Items panel list view.

Step 4

In the Items panel, click the agent desktop you want to edit.

The details of this agent desktop appears in the Details panel.

Step 5

In the Details tab, click the appropriate tab and make the required changes.

Step 6

Click Save.

Delete an Agent Desktop

Complete the following procedure to delete the agent desktop.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that contain the agent desktop you want to delete, and view the agent desktops in that folder using the Items panel list view.

Step 4

In the Items panel, check the check box or check boxes of the agent desktops you want to delete.

Step 5

Click Delete and Click Yes.

Note

Deletion of agent desktop will remove the associated agent desktops automatically.

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Configure Agent Team

Complete the following procedures to configure an agent team:

Create an Agent Team, on page 512

Edit an Agent Team, on page 512

Delete an Agent Team, on page 513

Create an Agent Team

Complete the following procedure to create an agent team:

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the folder tree panel, select the folder where you want to create the agent team.

Step 4

Click Resource, and then click Agent Team.

Step 5

Enter a unique name for the team.

Step 6

Enter all the required fields to create the agent team.

Step 7

To assign agents to the team, check the check boxes of one or more agents in the Agents tab, and click Add.

Step 8

When you add an agent to the team, you must also check their Member check box to make them a member of the team.

This is because it is possible to be involved with a team without being a member, by supervising it.

If an agent is a supervisor, a drop-down list appears in the right-hand column.

Step 9

Specify whether the agent has a supervisory role for this particular team.

Step 10 Click Save.

Edit an Agent Team

Complete the following procedure to edit an agent team.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that contain the agent team you want to edit, and view the agent teams in that folder using the Items panel list view.

Step 4

In the Items panel, click the agent team you want to edit.

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The details of this agent team appear in the Details panel.

Step 5

Click through the tabs and edit the fields you want to change.

Step 6

To remove agents from a team, click the Agents tab and check the check boxes of the agents you wish to remove from the team and click Remove.

Step 7

Click Save.

Delete an Agent Team

Complete the following procedure to delete an agent team

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that contains the agent teams you want to delete, and view the agent teams in that folder using the Items panel list view.

Step 4

In Items panel, check the check box or check boxes of the agent teams you want to delete.

Step 5

Click Delete.

Delete Agent Teams confirmation dialog box appears.

Step 6

Click Yes to delete the agent teams.

Configure Call Type

Create a Call Type, on page 513

Edit a Call Type, on page 514

Delete a Call Type, on page 514

Create a Call Type

Complete the following procedure to create a call type.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In folder tree panel, select a folder where you want to create the call type.

Step 4

Click Resource, and then click Call Type.

Step 5

Enter the following details:

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a) In Name field, enter the unique name.

b) Select Bucket Interval from the drop-down list.

Note

The bucket interval is the count of answered or abandoned calls that are used as intervals for the

Call Type. The default value is system default.

c) Select Service Level Threshold from the drop-down list.

d) Select Service Level Type from the drop-down list.

Step 6

Click Save.

Edit a Call Type

Complete the following procedure to edit a call type.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that contain call types that you want to delete, and view the call types in that folder using the Items panel list view.

Step 4

In Items panel, select the call types you want to edit.

Step 5

Click through the tabs and edit the fields you want to change.

Step 6

Click Save.

Delete a Call Type

Complete the following procedure to delete a call type.

Note

You cannot delete the default call type.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the call types you want to delete and under Summary in Items panel list view click Call Type .

Step 4

In Items panel, select the call types you want to delete.

Step 5

Click Delete and click Yes.

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Configure Precision Routing

Complete the following procedures to configure precision routing.

Configure Precision Attribute, on page 515

Assign Precision Attribute to an Agent, on page 516

Configure Precision Queue, on page 517

Create Routing Scripts, on page 519

Configure Precision Attribute

Complete the following procedures to configure precision attribute.

Create Precision Attribute, on page 515

Edit Precision Attribute, on page 515

Delete Precision Attribute, on page 516

Create Precision Attribute

Complete the following procedure to create a precision attribute.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the required tenant to create precision attribute.

Step 4

Click Resource, and click Precision Attribute.

Step 5

Provide a Name for the precision attribute. For example, ENGLISH.

Step 6

Enter the Description for the precision attribute.

Step 7

Select the Data Type for the precision attribute. For example, Proficiency.

Step 8

Select the Default Value from the drop-down list.

Step 9

Click Save.

Edit Precision Attribute

Complete the following procedure to edit a precision attribute.

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Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, select the folder containing the precision attribute you want to edit, and view the precision attributes in that folder using the Items panel list view.

Step 4

In the Items panel, click the precision attribute you want to edit.

The details of this precision attribute appears in the Details panel.

Step 5

In the Details panel, click the appropriate tab and make the desired changes.

Step 6

Click Save.

Note

The precision attribute of a data type cannot be modified once it is assigned. However, the default value of the data type can be modified.

Delete Precision Attribute

Complete the following procedure to delete a precision attribute.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, select the folder containing the precision attribute you want to delete, and view the precision attributes in that folder using the Items panel list view.

Step 4

In Items panel, check the check boxes of the precision attributes that you want to delete.

Step 5

Click Delete.

Note

You cannot delete the precision attribute if it is referenced by a precision queue, remove the reference to delete the precision attribute.

Step 6

Click Yes.

Assign Precision Attribute to an Agent

Complete the following procedure to assign the precision attribute to an agent.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, navigate to the folder containing the agent to which you want to assign the precision attribute and view the agent in that folder using the Items panel list view.

Step 4

In the Items panel, click the agent to which you want to assign the precision attribute.

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The details of this agent appear in the Details panel.

Step 5

In the Details panel, click Precision Attribute. Check the check box against the precision attribute tab and click Add.

Step 6

Click Save.

Note

The supervisor agent must be associated with a domain account before they can have precision attributes assigned to them.

Configure Precision Queue

Complete the following procedures to configure precision queue.

Create Precision Queue , on page 517

Edit Precision Queue, on page 517

Delete Precision Queue, on page 518

Create Precision Queue

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the required tenant to create the precision queue.

Step 4

Click Resource, and click Precision Queue.

A new page appears.

Step 5

Complete the required fields

Step 6

Select the Steps tab and click Step1. A new page appears.

Step 7

In the Expression1 field, provide the attribute name and select the operation from the drop-down list and also select Proficiency level from the drop-down list. For example, Attribute = ENGLISH, Operation is >, and

Proficiency level is 6.

Note

Based on the requirement, we can add the attribute, expression and steps.

Step 8

Click OK.

Step 9

Click Save.

Edit Precision Queue

Complete the following procedure to edit a Precision Queue.

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Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, select the folder containing the Precision Queue you want to edit, and view the

Precision Queue in that folder using the Items panel list view.

Step 4

In the Items panel, click the Precision Queue that you want to edit.

The details of this Precision Queue appears in the Details panel.

Step 5

In the Details panel, click the appropriate tab and make the desired changes.

Step 6

Click Save.

Delete Precision Queue

Complete the following procedure to delete the Precision Queue.

Note

You cannot delete a precision queue that is referenced in a routing script, remove the reference to delete the precision queue.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, navigate to the folder containing the Precision Queue you want to delete and view the Precision Queue in that folder using the Items panel list view.

Step 4

In the Items panel, check the check boxes of the Precision Queue that you want to delete.

Step 5

Click Delete.

Step 6

Click Yes.

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Create Routing Scripts

See the following illustration to create routing scripts:

Figure 69: Create Routing scripts

Provision Unified CCE Using Unified CCDM

Configure Network VRU Scripts

Create Network VRU Script, on page 519

Edit Network VRU Scripts, on page 520

Delete Network VRU Scripts, on page 521

Create Network VRU Script

Complete the following procedure to set up the network VRU script.

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Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to create the network VRU Script.

Step 4

Select Resource, and click Network Vru Script.

Step 5

Complete fields as follows: a) Name* (Required)- Enter a unique name that will identify the script.

Example:

Play_Welcome b) Network VRU* (Required) - Select the Network VRU from the drop-down list.

c) VRU Script Name* (Required)- Enter the name of the script as it is known on the Unified CVP.

d) Configuration Parameter (Optional)- A string used by Unified CVP to pass additional parameters to the

IVR Service. The content of string depends on the micro-application to be accessed.

e) Timeout* (Required)- Enter a number to indicate the number of seconds for the system to wait for a response from the routing client after directing it to run the script.

f) Interruptible (Optional)- This check box indicates whether or not the script can be interrupted; for example, when an agent becomes available to handle the call.

Note

• System generates a default Enterprise Name in Advance tab.

• You cannot upload an audio file, when you first create the network VRU script.

Step 6

Click Save.

Edit Network VRU Scripts

Complete the following procedure to edit Network VRU details and associate an audio file with a VRU script:

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the Network VRU script you want to edit.

Step 4

In the Items panel, click the Network VRU script you want to edit.

Step 5

Click the Audio tab.

Step 6

Click Browse and select the audio file from your hard drive.

Step 7

Click Upload.

Step 8

After the file has uploaded, click Save.

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Delete Network VRU Scripts

Note

You cannot delete the dialed number that is referenced in a script. This reference should be removed to delete the dialed number.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the Network VRU script you want to delete.

Step 4

In the Items panel, click the Network VRU script you want to delete.

Step 5

Select the Delete option.

Step 6

Click Yes, to delete the Network VRU script.

Configure Dialed Number

Complete the following procedures for dialed number configuration:

Create a Dialed Number, on page 521

Edit a Dialed Number, on page 522

Delete a Dialed Number, on page 522

Create a Dialed Number

Complete the following procedure to create one or more dialed numbers.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to create the dialed number.

Step 4

Click Resource, and then click Dialed Number.

Step 5

Enter unique name of up to 32 characters for the dialed number.

This should consist alphanumeric characters, periods, and underscores only.

For wild card dialed number follow the pattern below:

Example:

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7xx

Step 6

Complete fields as for the dialed number Fields.

Step 7

Click Add to specify the call types and other dialing information to be associated with this dialed number.

Step 8

Click Save.

Edit a Dialed Number

Complete the following procedure to edit the dialed numbers.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to edit, and view the dialed number in that folder using the Items panel list view.

Step 4

In the Items panel, select the dialed numbers that you want to edit.

Step 5

After modification, click Save.

Delete a Dialed Number

Complete the following procedure to delete one or more dialed numbers.

Note

You cannot delete the dialed number that is referenced in a script, remove the reference to delete the dialed number.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the dialed numbers that you want to delete, and view the dialed numbers in that folder using the Items panel list view.

Step 4

In Items panel, select the dialed numbers to be deleted.

Step 5

Click Delete.

Step 6

Click Yes.

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Configure Enterprise Skill Group

Complete the following procedures for enterprise skill group configuration:

Create an Enterprise Skill Group, on page 523

Edit an Enterprise Skill Group Configuration, on page 523

Delete an Enterprise Skill Group, on page 523

Create an Enterprise Skill Group

Complete the following procedure to create an enterprise skill group.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to create the enterprise skill group.

Step 4

Click Resource, and then click Enterprise Skill Group.

Step 5

Enter a unique name for the group.

Step 6

Enter all the required fields to create an enterprise skill group.

Step 7

To assign skill groups to the group, click Add and select one or more skill groups.

Step 8

Click Save.

Edit an Enterprise Skill Group Configuration

Complete the following procedure to edit an enterprise skill group.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the folder tree panel, select the folder where you want to edit, and view the enterprise skill groups in that folder using the Items panel list view.

Step 4

In the Items panel, select the enterprise skill groups that you want to edit.

Step 5

After modification, click Save.

Delete an Enterprise Skill Group

Complete the following procedure to delete an enterprise skill group.

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Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the enterprise skill groups you want to delete, and view the enterprise skill groups in that folder using the Items panel list view.

Step 4

In the Items panel, check the check box or check boxes of the enterprise skill groups you want to delete.

Step 5

Click Delete.

Step 6

Click Yes.

Configure Expanded Call Variable

Complete the following procedures to configure an expanded call variable.

Create an Expanded Call Variable, on page 524

Edit an Expanded Call Variable, on page 525

Delete an Expanded Call Variable, on page 525

Create an Expanded Call Variable

Complete the following procedure to create an expanded call variable.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to create the expanded call variable.

Step 4

Click Resource, and then click Expanded Call Variable.

Step 5

Enter the required information in the following fields: a) In Name field, enter the unique name.

b) In Description field, enter the description.

c) In Maximum Length field, enter the maximum length of call variable.

d) Optional, check Persistent check-box.

e) Optional, check Enabled check-box.

f) Optional, check ECC Array check-box.

Step 6

In Advanced tab, set the end date for the call variable.

Note

Uncheck Forever check-box to set the end date.

Step 7

Click Save.

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Edit an Expanded Call Variable

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to modify the expanded call variable.

Step 4

Click Expanded Call Variable in the items panel.

Step 5

Select the Expanded Call Variable to modify.

Step 6

Modify the fields in Details tab as required.

Step 7

Click Save.

Delete an Expanded Call Variable

Complete the following procedure to delete expanded call variable.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the expanded call variables you want to delete, and view the expanded call variables.

Step 4

In Items panel, select the expanded call variables that you want to delete.

Step 5

Click Delete.

Step 6

Click Yes.

Configure Folder

Complete the following procedures for folder configuration:

Create Folders, on page 525

Rename a Folder, on page 526

Move Folder, on page 526

Delete Folder, on page 526

Create Folders

Complete the following procedures to create folders:

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Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder/tenant where you want to create the new folder.

Step 4

Click System, and then click Folder.

Step 5

In the Name field enter a name for the new folder.

Step 6

In the Description field enter any explanatory text for the folder, this is optional.

Step 7

If required, uncheck the Inherit Permissions check box to make this folder a policy root that does not inherit security permissions from its parent folder.

Step 8

Check the Create Another check box if you want to create more folders at the same point in the tree structure.

Step 9

Click Save to save the new folder in the tree.

Rename a Folder

Procedure

In Resource Manager, right-click the folder in the Folder Tree panel and select Rename Folder and enter the required name.

Move Folder

Complete the following procedure to move a folder:

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the Items panel, click Folders.

Step 4

Check the folder(s) check box that you want to move.

Step 5

Click Move.

Step 6

In the folder tree, select the location that you want to move the folders.

Step 7

Click Save.

You can also use drag and drop option to move folders.

Delete Folder

Complete the following procedures to delete a folder:

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Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the Items panel, click Folders.

Step 4

Check the folder(s) check boxes that you want to delete.

Step 5

Click Delete.

Step 6

In the Delete folder dialog, select Yes.

Configure Group

Complete the following procedure for group configuration:

Create a Group, on page 527

Edit a Group, on page 528

Move a Group, on page 528

Delete a Group, on page 528

Create a Group

Complete the following procedure to create a group.

Procedure

Step 1

Log in to Unified CCDM Portal as Administrator/Tenant /Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager .

Step 3

Select the folder or the tenant where you want to create the new group.

Step 4

Click System , and then click Group

Step 5

Enter the following details: a) In the Name field enter the name for the new group.

Groups in different folders may have the same name.

b) In the Description field enter a description for the group, such as a summary of its permissions or the categories of users it is intended for.

c) If you want to create more than one group, check the Create Another check box (to remain on the Create a new group page after you have created this group).

d) Click Save.

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Edit a Group

Complete the following procedure to edit or view group details.

Procedure

Step 1

Log in to Unified CCDM Portal as Administrator/Tenant /Sub Customer user.

Step 2

Click the burger icon and select Provisioing > Resource Manager .

Step 3

Select the folder that contain groups that you want to modify, and view the group in that folder using the Items panel list view.

Step 4

In the Items panel , select the group that you want to edit.

Step 5

Edit the group details as required.

Step 6

Click the Members tab to add or remove the members of the group.

Step 7

Click the Groups tab to add or remove the group from other groups.

Step 8

Click Save.

Move a Group

Complete the following procedure to move a group.

Procedure

Step 1

Log in to Unified CCDM Portal as Administrator/Tenant /Sub Customer user.

Step 2

Click the burger icon and select Provisioing > Resource Manager.

Step 3

Select the folder that contain groups that you want to move, and view the group in that folder using the Items panel list view.

Step 4

In the Items panel , select the group to be moved.

Step 5

Click Move.

Step 6

Navigate to the tenant or the folder you want to move the group to.

Step 7

Click Save.

Delete a Group

Complete the following procedure to delete a group.

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Procedure

Step 1

Log in to Unified CCDM Portal as Administrator/Tenant /Sub Customer user.

Step 2

Click the burger icon and select Provisioing > Resource Manager .

Step 3

Select the folder that contain groups that you want to delete, and view the group in that folder using the Items panel list view.

Step 4

In the Items panel , select the group that you want to deleted.

Step 5

Click Delete and confirm the deletion when prompted.

Configure Label

Complete the following procedures for label configuration:

Create a Label, on page 529

Edit a Label, on page 529

Delete a Label, on page 530

Create a Label

Complete the following procedure to create a label.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to create the label.

Step 4

Click Resource, and click Label.

Step 5

Complete all fields for the label.

Step 6

Click Save.

Edit a Label

Complete the following procedure to edit a label.

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Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the labels that you want to edit, and view the labels in that folder using the Items

panel list view.

Step 4

In the Items panel, select the labels that you want to edit.

Step 5

After modification, Click Save.

Delete a Label

Complete the following procedure to delete a label.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the labels you want to delete, and view the labels in that folder using the Items panel list view.

Step 4

In the Items panel, check the check box or check boxes of the labels you want to delete.

Step 5

Click Delete.

Step 6

In the Delete Labels dialog box, click Yes.

Configure Person

Complete the following procedures to configure a person:

Create a Person, on page 530

Edit a Person, on page 531

Delete a Person, on page 531

Create a Person

Complete the following procedure to create a person.

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Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user or Supervisor user.

Step 2

Click the burger icon and select Provisioning.

Step 3

Create a person.

• For Tenant or Sub customer user, select Resource Manger, select the folder that you want to create the agent. Select Resource > Person.

• For Supervisor user, select Agent Team Manager and click New Person.

Step 4

Complete the required fields for person.

Step 5

Select Equipment tab, select the Unified Contact Center Enterprise.

Step 6

Set Active from and to dates in the Advanced tab.

Step 7

Click Save.

Note

After you create a person, you cannot edit the Unified CCDM account details for a person through another person. You must edit the Unified CCDM account details directly.

You cannot link a person with an existing Unified CCDM user account.

Edit a Person

Complete the following procedure to edit a person.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub-Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the persons that you want to edit, and view the person in that folder using the

Items panel list view.

Step 4

In the Items panel, select the persons that you want to edit.

Step 5

Optional, reset the password as follows: a) Select Details tab.

b) Check Reset Password check box.

c) Enter new password and confirm.

Step 6

After modification, Click Save.

Delete a Person

Complete the following procedure to delete a person.

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Note

Deletes all the agents associated with the person.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select folder containing the person or persons you want to delete the persons in that folder using the Items panel list view.

Step 4

In the Items panel check the check box or check boxes of the person or persons you want to delete.

Step 5

Click Delete.

Step 6

Click Yes to delete the person.

Configure Supervisors

Complete the following procedure to configure a supervisor.

Before You Begin

This is applicable for Sub-customer users of Small Contact Center Deployment that requires Supervisor to associate with Domain account.

1

Select Security > Sub-customer Tenant.

2

Select User Tab > User and click Change Permission.

3

Check Full Permission check-box for the Sub customer tenant and click OK.

4

Add this sub-customer tenant to Advanced Group.

Procedure

Step 1

Log in to the CCDM portal as Tenant/Sub Customer User and select Resource Manager.

Step 2

In Resource Manager, select the folder that contains the agent that you want as a supervisor or create a new agent to configure supervisor, see

Create an Agent, on page 508

.

Step 3

Select Supervisor tab and enable Supervisor.

Step 4

Optional, enable Associate with Domain Account as follows: a) Check Associate with Domain Account check-box.

b) Enter Domain\Supervisor(Login) and click Find, ensure the login name is already created in the domain controller if not the logon name will not be listed.

Note

In Precision routing enabling the Associate domain is mandatory for assigning the attribute to a supervisor.

Step 5

Click Save.

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Configure Service

Note

Complete the following procedures to configure service:

Create Service, on page 533

Edit Service, on page 533

Delete Service, on page 534

Create Service

Complete the following procedure to create service:

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that you want to create service from the left-hand side panel.

Step 4

In Resource drop-down list, select Service option.

Step 5

Complete the required fields.

Step 6

Goto Advanced tab, choose Cisco_Voice from Media Routing Domain drop-down list.

Step 7

Goto Skillgroups tab, check the skill group that you want to add and click Add.

Step 8

Click Save.

Edit Service

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Navigate to the folder that you want to edit or view service from the left-hand side panel.

Displays the list of all the services in items panel.

Step 4

Click on the service that you want to edit.

Step 5

After editing click Save.

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Delete Service

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that you want to delete service from the left-hand side panel.

Step 4

Check the service from the list that you want to delete.

Step 5

Click Delete and click Yes.

Configure Skill Group

Complete the following procedures to configure skill group:

Create a Skill Group, on page 534

Edit a Skill Group, on page 534

Delete a Skill Group, on page 535

Create a Skill Group

Complete the following procedure to create a skill group.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the folder tree panel, select the folder where you want to create the skill group.

Step 4

Click Resource, and click Skill Group.

Step 5

Enter a unique name for the group.

Step 6

Select Agents tab, check the agent(s) check box and click Add.

Step 7

Click Save.

Edit a Skill Group

Complete the following procedure to edit a skill group.

Administration

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Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the skill group that you want to edit, and view the skill groups in that folder using the Items panel list view.

Step 4

In the Items panel, click the skill group you want to edit.

The details of this skill group display in the Details panel.

Step 5

Click the tabs and edit the fields you want to change.

Step 6

Optional, to remove agents from a skill group, select Agents tab and select the agents you want to remove from the team.

Step 7

Click Remove.

Step 8

Optional, to remove the route association from a skill group, select Route tab and click Delete for which route you want to delete.

Step 9

Optional, to edit the details of an existing route associated with the skill group, select Route tab and click

Edit for which route you want to delete. Click Update.

Step 10 Click Save.

Delete a Skill Group

Complete the following procedure to delete a skill group.

Note

You cannot delete the skill group that is referenced in a script, remove the reference to delete the skill group.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the skill groups you want to delete, and view the skill groups in that folder using the Items panel list view.

Step 4

In the Items panel, select the skill groups you want to delete.

Note

Ensure that skillgroup is not mapped to any services.

Step 5

Click Delete.

Delete Skill Groups page appears.

Step 6

Click Yes.

The skill groups are deleted.

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Configure Route

Complete the following procedure to configure a route.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the folder tree panel, select the folder where you want to create the route.

Step 4

In the Folder Tree panel, click Skill Group.

Step 5

Choose the skill group for which you are creating a route.

Step 6

Select Routes tab.

Step 7

In Route Name field, enter a unique name that will identify the script.

Step 8

Click Add.

Step 9

Click Save.

Agent Re-skilling and Agent Team Manager

You can login as user with supervisor role to perform agent re-skilling and agent team manager.

Before performing these tasks ensure that the user is created. To create user, see

Create User, on page 504

and to assign supervisor role, see

Assign Roles to Users, on page 505

.

Configure Supervisor for Agent Re-skill and Agent Team Manager in CCDM

Procedure

Step 1

Log in to the Unified CCDM Portal as administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager .

Step 3

Click on resource and select Agent resource.

Step 4

Select an agent for the supervisor.

Step 5

In Supervisor tab, check the checkbox for supervisor and click Save.

Step 6

In Person tab, select the goto person icon.

Step 7

In Portal tab, click the portal account and click the existing user.

Step 8

Select the tenant and select supervisor user from the list of users.

Step 9

Click next icon.

Displays User's Group dialog box.

Step 10 Make sure supervisor group is added to the user and click Save.

Step 11 Click Save.

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Associating Supervisor Agent to Agent Team

Procedure

Step 1

Log in to Unified CCDM Portal as administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Click resource and select Agent resource.

Step 4

Select the Supervisor agent.

Step 5

In the Agent Team tab, select agent teams that you want to add and click Add.

Step 6

In Supervisory Role column, Select Primary from the drop-down list and click Save.

View Skill Group

Complete the following procedure to view a skill group.

Procedure

Step 1

Log in to Unified CCDM portal as supervisor.

Step 2

Click the burger icon and select Provisioning > Agent Re-Skilling.

Step 3

From Skillgroup drop-down list, select the skill group you want to view.

Displays a list of agents for the selected skill group.

Step 4

Click the Goto Agent icon to modify the agent details

Add an Agent to Skill Group

Complete the following procedure to add an agent to a skill group.

Procedure

Step 1

Log in to Unified CCDM portal as supervisor.

Step 2

Click the burger icon and select Provisioning > Agent Re-Skilling .

Step 3

Select Skill Group from the drop-down list.

Displays a list of agents for the selected skill group.

Step 4

In My Agents on Peripheral list, select the agents you want to add to the skill group, then click Add.

Note

You can search agents using a search bar with a part of agent's name.

Step 5

Click Save.

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Remove an Agent from Skill Group

Complete the following procedure to remove an agent from a skill group.

Procedure

Step 1

Log in to Unified CCDM portal as supervisor.

Step 2

Click the burger icon and select Provisioning > Agent Re-Skilling .

Step 3

Select a skill group to remove an agent or agents.

Step 4

In the top list, select the agents to remove from the skill group using the check boxes.

Step 5

You enter part of an agent's name into the search box, and then click Search to filter the list of agents by the specified search string.

Step 6

Click Remove to remove the agents from this skill group.

Step 7

Click Save to save your changes, or Cancel to leave the details as they were before you started.

View Agent Team

Login as a supervisor user and complete the following procedure to view Agent team

Procedure

Step 1

Log in to Unified CCDM portal as supervisor.

Step 2

Click the burger icon and select Provisioning > Agent Team manager .

Step 3

Select the Agent team drop-down list and select the agent team you want to view.

Displays the list of agents for the selected agent team.

Modify Agent Team

Complete the following procedure to modify an agent's team:

Procedure

Step 1

Log in to Unified CCDM portal as supervisor.

Step 2

Click the burger icon and select Provisioning > Agent Team Manager.

Step 3

From Agent Team drop-down list, select the agent team to which agent belongs.

Step 4

Click the Goto Agent icon to modify the agent details.

Step 5

Select Agent Team tab.

Displays the current membership of agent with the agent team.

Step 6

Optional, check the agent team check box that you want to remove and click Remove.

Step 7

Optional, select the agent team from the list that you want to add and click Add.

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Note

You can add an agent as a member of that team, check the Member check box. Otherwise, you can also add an agent as primary or secondary supervisor, if they are supervisor agent.

Step 8

Click Save.

Configure User Variable

Complete the following procedure for user variable configuration:

Create a User Variable, on page 539

Edit a User Variable, on page 539

Delete a User Variable, on page 540

Create a User Variable

Complete the following procedure to create a user variable.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In folder tree panel, select the folder where you want to create the user variable.

Step 4

Click Resource and click User Variable

Step 5

Complete the required fields for user variable.

Step 6

Set Active from and to dates in Advanced tab.

Step 7

Click Save.

Edit a User Variable

Complete the following procedure to edit a user variable.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the user variables that you want to edit, and view the user variables in that folder using the Items panel list view.

Step 4

In the Items panel, select the user variables that you want to edit.

Step 5

After modification, Click Save.

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Delete a User Variable

Complete the following procedure to delete a user variable.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the user variables you want to delete, and view the user variables in that folder using the Items panel list view.

Step 4

In Items panel, check the check box or check boxes of the user variables you want to delete.

Step 5

Click Delete.

Step 6

In the Delete User Variables dialog box, click Yes.

The user variables are deleted.

View the Unified CCDM Version

Complete the following procedure to view the Unified CCDM version.

Procedure

Step 1

In the Settings page, click Settings.

Step 2

Click About.

View the Unified CCDM version installed on your system in the About This Installation Page.

Bulk Operations Using Unified CCDM

The bulk upload tool is used for importing large numbers of resource items into Unified CCDM. It is used to generate resources such as Agents or Skill Groups by filling in resource attributes using the standard CSV format. All CSV files require headers that dictate where each value goes. These headers are provided by templates that can be downloaded from the appropriate Bulk Upload page in Unified CCDM. You can bulk upload the following resources:

• Agents

• Agent desktop

• Agent team

• Call Type

• Department

• Dialed Number

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• Enterprise Skill Group

• Skill Group

• User Variable

• Folder

• Network VRU Script

• Label

• Person

• User

• Precision Attribute

• Precision Queue

Bulk Upload for Unified CCDM

Complete the following procedure to bulk upload Unified CCDM:

Procedure

Step 1

Log in to Unified CCDM portal as Tenant or Sub-Customer.

Step 2

Click the burger icon and select Provisioing > Resource Manager.

Step 3

Click the required folder.

Step 4

Click Upload in the Folder Tree panel and then select the item type you want to bulk upload from the drop-down list.

The Bulk Upload Control page appears.

Step 5

Select a template for your chosen resource. The template link is present in the horizontal toolbar near the top of the page. Once selected, a download box is presented allowing you to save this CSV file onto your machine.

.

Step 6

Open the template in the editor you require (such as Notepad) and begin to enter your data or paste it from another source.

For detailed information on Bulk Upload templates, please refer to

User Guide for Cisco Unified Contact

Center Domain Manager

Step 7

Return to the Bulk Upload Control page and make sure the path is set correctly.

Note

This path is only used if you removed the Path column in the CSV file. This option is not available for folders, dashboard layouts or dashboard styles.

Step 8

Browse to the CSV file into which you just entered the data.

Step 9

Click Upload.

A progress bar at the bottom of the screen displays the upload progress.

Note

Do not upload more than 500 items per CSV file.

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Templates for Creating CSV Files

Data types

The following data types are used for creating CSV files:

• Standard Naming Convention (SNC). This is alphanumeric data with no exclamation marks or hyphens, although underscores are permitted.

• BOOLEAN values can be one of the following:

â—¦TRUE.

â—¦FALSE.

â—¦Empty field. Leaving these fields empty defaults the field to FALSE.

• Y/N is similar to BOOLEAN however it can only contain the values Y or N.

• Date format is the universal date format <Year>-<Month>-<Day> for example 2006-08-30.

• Any Data Type marked with a hyphen (-) implies that there are no constraints on what you can put in the field (except for the constraints imposed by the native CSV format).

• When a column supports a list of values (for example, an agent may belong to multiple skill groups) separate each skill group with a semi-colon, for example Skillgroup1; Skillgroup2; Skillgroup3.

Global Template Columns

These columns are common to every template file except where stated. The Required? column indicates whether the column can be removed entirely.

Column Name

Path

Name

Data Type

Path

SNC

Required?

No

Yes

Description

Describes where in the tree the resource will be created. If you wish to supply the path in the bulk upload screen, you must remove this column.

Note

If you leave the column present and do not set a value, it attempts to upload into the Root directory, which is valid for items such as folders, but not for resources such as agent or skill group. If you remove the column completely, the resources upload into the folder you were working in when you initiated the bulk upload.

The name of the resource in the Unified CCDM system.

This must be a unique name. In most cases, this is not provisioned.

Description — Yes Describes the dimension being created. This is never provisioned.

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Column Name Data Type

EnterpriseName SNC

EffectiveFrom

EffectiveTo

Date

Date

Required?

No

No

No

Description

The name for the resource being created. This field is provisioned. If you leave it blank an Enterprise name is generated for you.

The date from which the resource is active. The default is the current date.

Note

This date is not localized, and is treated as a UTC date.

The date on which the resource becomes inactive. The default is forever.

Note

This date is not localized, and is treated as a UTC date.

Department Template

Column Name

EnterpriseName

Data Type

SNC

Required?

No

Name

EffectiveFrom

EffectiveTo

SNC

Date

Date

Yes

No

No

Description

The name for the

Department being created.

This field is provisioned.

If you leave it blank an

Enterprise name is generated for you.

The name of the

Department in the Unified

CCDM system. This must be a unique name. In most cases, this is not provisioned.

The date from which the resource is active. The default is the current date.

Note This date is not localized, and is treated as a UTC date.

The date on which the resource becomes inactive. The default is forever. Note. This date is not localized, and is treated as a UTC date.

Person Template

Column Name Data Type Required?

Description

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EquipmentName SNC No

FirstName

LastName

LoginName

PassPhrase

SNC

SNC

SNC

Password

DepartmentMember Enterprise

Name

Yes

Yes

Yes

Yes

No

Agent Template

Column Name

PeripheralNumber

PeripheralName

Supervisor

AgentStateTrace

DomainLogin

DomainUserName

The instance name of the Unified CCE or Unified CM you want this person added to. This name corresponds directly with the equipment instance name that was specified when configured through the Unified CCDM

Cluster Configuration utility.

The first name of the person.

The last name of the person.

The peripheral login name for the person.

The peripheral login password for the person.

The department that this person represents.

Data Type

Numeric

SNC

Boolean

Required?

No

No

No

Description

The service number as known at the peripheral.

The name identifying the agent on the associated peripheral.

Indicates whether the agent is a supervisor. The

Supervisor column name does not create a Unified

CCDM system user but it allows you to bind this agent to a domain login name.

Y/N No

NETBIOS Login Name If Agent is a supervisor The login name for the domain user this agent is associated with. The login name often uses the form

<domain>\<username>

NETBIOS Username

Indicates whether the software collects agent state trace data for the agent.

If Agent is a supervisor The username of the domain user this agent is associated with.

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Column Name

PeripheralMember

AgentDesktopMember

Data Type

Enterprise Name-PG name

Enterprise Name

Required?

Yes

No

PersonMember

AgentTeamMember

Enterprise Name

Enterprise Name

Yes

No

SkillGroupMember

DepartmentMember

Enterprise Name

Enterprise Name

No

No

PrecisionAttributeMember Enterprise Name and

Values

No

Provision Unified CCE Using Unified CCDM

Description

The peripheral to assign this agent to.

The desktop this agent will use.

The person that this agent represents.

The team this agent belongs to. The team must be on the same peripheral otherwise provisioning will fail. This column may also be subject to capacity limitations. For example, there may only be so many agents allowed in a team and that team has already reached its capacity.

The skill group or skill groups this agent belongs to. The skill groups must be on the same peripheral otherwise provisioning fails. To specify multiple skill groups, separate each skill group with a semi-colon (;) character.

The department that this agent represents.

The attributes that agent has and the values of each. Assign values using

'=' and separate each attributes with a semicolon(;).

Example:

Spanish=5;MortgageTraining=True

DefaultSkillGroup Enterprise Name No

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Agent Desktop Template

Column Name

WrapupDataIncomingMode

WrapupDataOutgoingMode

WorkModeTimer

RemoteAgentType

Data Type

Numeric

Numeric

Numeric

Numeric

Required?

No

No

No

No

DepartmentMember

Agent Team Template

Column Name

Alpha

Numeric

Data Type

No

Required?

Description

Indicates whether the agent is allowed or required to enter wrap-up data after an inbound call.

0: Required

1: Optional

2: Not allowed

3 : Required with Wrap up Data. If value is blank, it assigns default value to 1

Indicates whether the agent is allowed or required to enter wrap-up data after an outbound call.

0: Required

1: Optional

2: Not allowed

3 : Required with Wrap up Data. If value is blank, it assigns default value to 1

The amount of time in seconds

(1-7200) allocated to an agent to wrap up the call.

Default value will be 7200.

Indicates how mobile agents are handled.

0 : No remote access

1 : Use call by call routing

2 : Use nailed connection

3 : Agent chooses routing at login

4 : Required with Wrap up Data If value is blank, it assigns default value to 1

The department that this agent desktop represents

Description

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PeripheralMember

DialedNumberMember

Enterprise Name- PG name

Enterprise Name

DepartmentMember Enterprise Name

Yes

No

No

Call Type Template

Column Name

ServiceLevelType

Data Type

Numeric

Required?

No

ServiceLevelThreshold Numeric No

DepartmentMember Enterprise Name

Dialed Number Template

Column Name

Dialed Number

Data Type

SNC

No

Required?

Yes

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The peripheral to assign this agent team to.

The dialed number to use for this agent team.

The department that this agent team represents.

Description

Indicates how the system software calculates the service level for the skill group. If this field is 0,

Unified CCE uses the default for the associated

Peripheral/MRD pair.

Valid numbers are as follows: 0 or blank: Use

Default 1: Ignore

Abandoned Calls 2:

Abandoned Call Has

Negative Impact

3:Abandoned Call Has

Positive Impact.

The service level threshold, in seconds, for the service level. If this field is negative, the value of the Service Level

Threshold field in the

Peripheral table is used.

The department that agent team represents.

Description

The string value by which the Agent/IVR Controller identifies the dialed number.

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Column Name

RoutingClient Member

MediaRouting

DomainMember

DepartmentMember

Data Type

SNC

SNC

Enterprise Name

Required?

Yes

Yes

No

Description

The name of the routing client (such as NIC or

PG) that this number should use to submit routing requests to the

Unified CCE.

The name of the media routing domain.

The department that agent team represents.

Skill Group Template

Column Name

PeripheralNumber

PeripheralName

AvailableHoldoffDelay

Priority

Extension

IPTA

ServiceLevelThreshold

ServiceLevelType

Data Type

Numeric

SNC

Numeric

Numeric

Numeric

Y/N

Numeric

Numeric

Required?

No

No

No

No

No

No

No

No

Description

The service number as known at the peripheral.

The name of the peripheral as it is known on the site.

The value for this skill group instead of using the one associated with this peripheral.

The routing priority for the skill. This should be set to 0.

The extension number for the service.

Indicates whether the Unified CCE picks the agent.

The service level threshold, in seconds, for the service level. If this field is negative, it uses the value of the Service Level Threshold field in the peripheral table.

Indicates how the system software calculates the service level for the skill group. If this field is 0, Unified CCE uses the default for the associated peripheral/MRD pair. Possible values are:

0 = Use Default

1 = Ignore Abandoned Calls

2 = Abandoned Call Has Negative Impact

3 = Abandoned Call Has Positive Impact

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DefaultEntry

Enterprise Skill Group Template

Column Name

DepartmentMember

SkillGroupMember

Numeric

Data Type

Enterprise Name

Enterprise Name

No

PeripheralMember Enterprise

Name

MediaRoutingDomainMember Numeric

Yes

Yes

DepartmentMember

RouteMember

Enterprise

Name

SNC

Yes

No

No

Normal entries are 0 (zero). Any records with a value greater than 0 are considered a default skill group for configuration purposes. Unified

CCE uses records with the value of 1 as the default target skill group.

The peripheral to assign this skill group to.

You cannot change this column name after skill group upload.

The department that this skill group represents.

The Routes associated with this skill group. To supply a list of routes, separate the routes in the list with a semi-colon (;).

Note

The specified route or routes must not already exist. They will be created as part of the bulk upload of the skill group.

Required?

No

Description

The department that this item belongs to. This field is only valid if the tenant is associated with a

Unified CCE instance running Unified CCE version 10.0 or later.

Otherwise, an error will be reported if this field is present.

The skill group or skill groups associated with this enterprise skill group.

The skill groups must be on the same Peripheral otherwise provisioning will fail. To specify multiple skill groups, separate each skill group with a semi-colon (;) character.

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User Variable Template

Column Name

ObjectType

Data Type

Numeric

Required?

Yes

Description

A number indicating the type of object with which to associate the variable. Select 31 (User Variable) if you choose to not associate the user variable with an object. The valid numbers are:

1: Service

2: Skill Group

7: Call Type

8: Enterprise Service

9: Enterprise Skill Group

11: Dialed Number

14: Peripheral

16: Trunk Group

17: Route

20: Master Script

21: Script Table

29: Application Gateway

31: User Variable

Label Template

Column Name

RoutingClientMember

Data Type

SNC

Required?

Yes

LableType Numeric False

Description

The name of the routing client (NIC or PG), this number is used to submit the routing request to

Unified CCE.

The type of label:

• 0: Normal

• 1: DNIS Overide

• 2: Busy

• 3: Ring

• 4: Post-Query

• 5: Resource

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Column Name

Label

Data Type

SNC

Required?

False

Description

The string value used to identify the label by the routing client.

Network VRU Script Template

Column Name

NetworkVruMember

VruScriptName

DepartmentMember

Timeout

Data Type

SNC

SNC

Enterprise

Numeric

Required?

Yes

Yes

No

Yes

Description

The network VRU to associate with this

Network VRU Script.

Represent the VRU Script

Name

.

The department that is

Network VRU represent

The number of seconds to wait for a response after the script starts executing.

Folder Template

Note

Folders do not use the Enterprise Name, Effective To or Effective From global columns.

Column Name

Security

Data Type

CSS Styled List

Required?

No

Description

Allows you to set security on the folder you upload.

See section Security Field

Example for an example of the syntax for this field.

User Template

Note

Users use only the 'Path' and 'Description' global columns from the Global Template

Column Name

LoginName

Password

Data Type

SNC

Password

Required?

Yes

Yes

Description

Login name of the user that will be used for application logon

Password for the new user account

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Column Name

AdvancedMode

FirstName

LastName

Data Type

Boolean

SNC

SNC

ChangePasswordOn

NextLogon

Boolean

PasswordNeverExpires Boolean

HomeFolder

CreateNewUserFolder

Groups

InternetScriptEditorEnabled

Path

Boolean

Group Name(s)

Boolean

Required?

Description

No

No

Determines if the user is advanced or not

The first name of the user

No

No

No

The last name of the user

Determines if after the initial logon the user should be prompted to reset their password

Determines if the password for this user will ever expire

No

No

No

No

The folder path to the folder which will be used as the users home folder

Determines whether a new folder should be created for the user home folder in the HomeFolder location

A semi colon separated list of Group names

(including their path) to which the user will be added. Since group names are not unique the path must also be specified for example,

/Folder1/Admins;/Folder2/Admins

Whether the user is linked to a Unified CCE user that can access Cisco's Internet Script Editor. If true, the following apply:

• The login name must correspond to an existing Windows active directory use

• If the installation does not use single sign on, the specified password must match the password for the corresponding active directory user

Precision Attribute Template

The following table includes the columns that are required for loading bulk precision attributes.

Column Name

AttributeDataType

Data Type

Numeric

Required?

Yes

Description

Type of data to associate with one of the following attributes:

3: Boolean (true or false only)

4: Proficiency (a numeric range)

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Column Name

DefaultValue

DepartmentMember

Data Type

Boolean or Numeric, according to Attribute

Data Type

Required?

Yes

Enterprise Name No

Description

Default value to be used when an attribute is assigned to an agent if no explicit value is specified.

The department that this attribute represents.

Precision Queue Template

The following table includes the columns that are required for loading bulk precision queues.

Column Name

Steps

Data Type

__

Required?

Yes

Description

Specification of the steps in this precision queue.

See

Syntax for Precision

Queue Steps, on page

554

AgentOrdering Numeric Yes

ServiceLevelThreshold Numeric No

If more than one agent satisfies the precision queue criteria agents are chosen in the following order to handle the call:

1: Agent that has been available the longest.

2: Most skilled agent.

3: Least skilled agent.

The service level threshold in seconds for allocating the call to a suitable agent using the rules in the precision queue from 0 to

2147483647.

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Column Name

ServiceLevelType

DepartmentMember

Data Type

Numeric

Enterprise Name

Required?

No

No

Description

Abandoned calls in service level calculations, calls are handled in the following order:

1: Ignore abandoned calls.

2: Abandoned calls have negative impact (that is, exceed the service level threshold).

3: Abandoned calls have positive impact (that is, meet the service level threshold).

The department that this precision queue represents.

Syntax for Precision Queue Steps

The Precision Queue Steps field consists of one or more steps. Each step is divided into the following parts:

Consider If condition (optional, but not valid if there is only one step, and not valid for the last step if there is more than one step). If it is present, this condition specifies the circumstances to which the step applies. For example, a step might apply only if there has been a higher than usual number of unanswered calls for the day.

Condition Expressions (always required for each step). This condition specifies the attributes that an agent must have to receive the call. It may be a simple comparison, or it may involve multiple comparisons linked by and or or. For example, the condition expressions might specify an agent who can speak

Spanish and is trained to sell mortgages and is based in London.

Wait Time (always required, except for the last step) this condition specifies the amount of time in seconds to wait before moving on to the next step if the conditions in this step cannot be satisfied. For example, a wait time value of 20 means that if no agent that matches the conditions for that step is available at the end of 20 seconds, the next step is considered.

Note

To build the Steps field from these components, separate each step with a semicolon (;) and separate the parts of each step with a colon (:) as example shown below:

Example: ENGLISH1==5:WaitTime=22;ENGLISH1==5:WaitTime=20;ENGLISH==5

"English1" and "English" indicates the Enterprise Name of Precision Attribute.

The following example shows a Steps field with three steps. The first step has a Wait Time expression and the condition expression. The second has a Consider If expression and a Wait Time expression as well as the condition expression. The third step is the last step, so it has only a condition expression.

First Step:

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Specify the time in seconds to wait for the conditions in the step to be satisfied. This syntax is a part of the step, so it ends with a colon.

WaitTime=10:

Specify the condition expression to be used. This syntax is the end of the step, so it ends with a semicolon.

Spanish >= 5 && MortgageTrained == True && Location == London;

Second Step:

Specify the circumstances to consider this step. This syntax is part of the step, so it ends with a colon. See the note below for the syntax for the Consider If statement.

ConsiderIf=TestforSituation:

Specify the time in seconds to wait for the conditions in the step to be satisfied. This syntax is a part of the step, so ends with a colon.

WaitTime=20:

Specify the condition expression to be used. This syntax is the end of the step, so it ends with a semicolon.

Spanish >= 5 && MortgageTrained == True;

Third Step:

Specify the condition expression to be used if all previous steps fail.

(Spanish >= 5) || (Spanish >=3 && MortgageTrained == True),

Manage Roles

Roles are collections of tasks that can be grouped together and applied to users or groups. Like tasks, roles can be folder-based, containing a collection of folder-based tasks, or global, containing a collection of global tasks. Folder roles always apply to folders. A user that has a particular folder role can perform all the tasks in that role on the items in that folder. A user with a global role can perform all the tasks for that global role.

Default Roles

Following default roles are provided in the system:

Default global roles

â—¦Global Basic - Allows a user to perform basic provisioning and management functions.

â—¦Global Advanced - Allows a user to perform advanced provisioning and management functions, including all those allowed by the global basic role.

â—¦Global Host - Allows a user to perform all licensed functions.

Default folder roles

â—¦Supervisor - Allows a user to manage users and most resources in the specified folder.

â—¦Basic - Allows a user to browse most resources and to manage reports and parameter sets in the specified folder.

â—¦Advanced - Allows a user to browse and access most resources in the specified folder, including all those allowed by the basic folder role and the supervisor folder role.

â—¦Full Permissions - Allows a user to perform all licensed functions in the specified folder.

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Create a Global Role

Complete the following procedure to create a global role.

Procedure

Step 1

Log in to CCDM portal as administrator.

Step 2

Click the burger icon and select Security > Roles > Global Roles.

Step 3

Click New.

Step 4

In Name field, enter new role name that reflects the permissions or category of the user it is intended.

Step 5

Optional, in Description field, enter description. It can be summary of the permissions granted.

Step 6

Select the tasks you want to enable the role.

Step 7

Click Save.

Assign a Global Role

Complete the following procedure to assign users with global roles.

Procedure

Step 1

Login as administrator and configure the following, to grant or remove global permissions: a) In Global Roles window, select the global role that you want to assign to users or groups.

b) Click Members.

c) Click Add Members.

d) In folder tree panel, select the folder that has users or groups you want to assign.

Note

You can use the fields at the top to filter the view such as only users, only groups, or to search for specific names.

e) Check the check box for the newly added members.

Note

You can select users and groups from multiple folders.

f) Click OK.

g) Click Save.

Step 2

Click delete icon and click Confirm, to remove a user or group from this global role.

Edit a Global Role

Complete the following procedure to edit a global role.

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Procedure

Step 1

Login as administrator and select Security > Roles > Global Roles.

Step 2

Select the global role that you want to edit.

Step 3

Select Details tab and change the details if required.

Step 4

Check Enabled check box to ensure that global role is available to users.

Step 5

Check Hidden check box if you want to hide global roles from system users.

Step 6

Select Tasks tab and check the tasks that you want to add and uncheck the tasks that you want to remove from the global role.

Step 7

Click Save.

Delete a Global Role

Complete the following procedure to delete a global role.

Procedure

Step 1

Login as System Administrator and click Global Roles in Security.

Step 2

In Global Roles window, check the required global role check box you want to delete and click Delete.

Step 3

Click OK to confirm the deletion.

Create a Folder Role

Complete the following procedure to create a folder role.

Procedure

Step 1

Login the CCDM Portal as System Administrator.

Step 2

Click the burger icon and select Security > Roles.

Step 3

In Roles window, click New.

Step 4

In Name field, enter new role name that reflects the permissions or category of the user it is intended.

Step 5

Optional, in Description field, enter description. It can be summary of the permissions granted.

Step 6

Select the tasks you want to enable the role.

Step 7

Click Save.

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Assign a Folder Role

Complete the following procedure to assign a folder role.

Procedure

Step 1

Login the CCDM Portal as Administrator and click Security > Permissions.

Step 2

In Security Manager, click the location in the folder tree that contains the users or groups you want to assign folder roles to. Then, do one of the following:

• Click the Users tab to see the users in that folder. (or)

• Click the Groups tab to see the users in that folder.

Step 3

Check the check boxes beside the users or groups that you want to edit the permissions for.

Step 4

Click Change Permissions to change the folder roles for the selected users or groups.

Step 5

If you see a message that states that the current folder is inheriting permissions, and you want to stop this process and set different permissions for this folder, click Edit Item Security, and then click OK to confirm the action. Click Cancel if you do not want to set different permissions for the folder.

Step 6

If you are continuing to set folder roles, in the Folder Permissions dialog box, select a folder location from the folder tree on the left side of the screen, and one or more folder roles from the right side of the screen.

Step 7

Check the Change Permissions for Subfolders check box if you want to copy the changed permissions to the subfolders of the selected folder also.

Step 8

Click Save to see a summary of the folder roles that you changed.

Step 9

Click Confirm to apply the new folder roles.

Edit a Folder Role

Complete the following procedure to edit a folder role.

Procedure

Step 1

Login the CCDM Portal as Administrator and click Roles under Security.

Step 2

In Role Manager, click the name of the folder role you want to edit.

Step 3

Check the tasks you want to add to the folder role, and uncheck the tasks you want to remove from the folder role.

Step 4

Click Save to save your changes.

Delete a Folder Role

Complete the following procedure to delete a folder role:

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Procedure

Step 1

To delete a folder role, in Role Manager, check the check box beside the folder role you want to delete.

Step 2

Click Delete, and then click OK.

You cannot delete a folder role that is still being used.

Global Role Tasks

Global roles such as Basic, Advanced, Host and System Administrator are applied to users or groups of users, enabling them to access the same set of functions on all the folders to which they have access. The following table displays a list of all available tasks configurable for a global role, accessed through Security > Global.

Global Task Name

Security Manager

Comments

Displays Security Manager and Security Manager options on the user's tools page.

Basic Advanced

x

Service Manager Displays Service Manager on the tools page.

x

System Manager

Advanced User x x

Manage site

Self skill

Browse Roles

Displays System Manager on the tools page.

Displays a check box on the user settings page, enabling access to Advanced User mode, which displays the tools page on startup.

Allows the user to save system settings, security settings, reporting settings, and provisioning settings on the Settings page.

Allows the user to save system settings, security settings, reporting settings, and provisioning settings on the Settings page.

Allows the user to view folder-based roles within

Role Manager and Security Manager.

x

Manage Roles

Browse Global Roles

Manage Global Roles

Allows the user to create, modify, and delete folder-based roles within Security Manager >

Role Manager.

Allows the user to view global roles in Global

Security Manager.

Allows the user to add, modify, and delete global roles using Global Security Manager.

x

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Global Task Name

Browse Global Security

Manage Global Security

Browse Dimension type

Bulk Import Dimensions

Provision Agent

Provision Agent Desktop

Provision Agent Team

Provision Call Type

Provision Dialed Number

Provision Directory Number

Provision Enterprise Skill

Group

Comments

Enables Global Security Manager within the

Security Manager tool on the home page. Access is view-only. Roles are unable to be edited.

Displays the Global Security Manager option within Security Manager tool on the tools page enabling the user to view and edit global security roles.

Basic

x Allows the user to select dimension types (such as Agent or Call Type) from an Item Type drop-down when creating a Parameter Set in

Reports.

Allows the user to select dimension types (such as Agent or Call Type) from an Item Type drop-down when creating a Parameter Set in

Reports.

Allows the user to create and manage an Agent using System Manager, or Agent Team Manager, provided the user also has granted permission to

Manage Dimensions on the specified folder, and

Browse Connected Systems is enabled.

Allows the user to add an Agent Desktop, through the New > Resource Items menu within System

Manager, provided the user also has granted permission to Manage Dimensions on the specified folder, and Browse Connected Systems is enabled.

Allows the user to add an Agent Team item to a folder, through the New > Resource Items menu within System Manager.

x x

Allows the user to add a new Call Type to a folder using the System Manager, New >

Resource Items menu.

Allows the user to provision new dialed Numbers.

Allows the user to provision new directory numbers.

Allows the user to provision new Enterprise skill groups.

Advanced

x x x x x x x x x x

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Global Task Name

Provision Expanded Call

Variable

Provision Label

Provision Person

Provision Service

Provision Skill Group

Provision User Variable

Comments

Allows the user to create an Expanded Call

Variable and manage its settings and active dates through System Manager > New Resource.

Allows the user to create labels through System

Manager > Resource Folder > Resource Item.

Allows the user to provision a person using

System Manager or Service Manager, provided the user also has granted permission to Manage

Dimensions on the specified folder, and Browse

Connected Systems is enabled.

Allows the user to provision and manage a service, including setting Service Level Type, associated Skill Groups, and peripherals, using

System Manager.

Allows the user to manage skill groups using

System Manager, Skill Group Manager (within

Service Manager) provided the user also has given permission to Manage Dimensions on the folder where the skill group is located.

Allows the user to provision a user-defined variable using System Manager.

Basic Advanced

x x x x x x

Folder-Based Roles

You can apply roles to a specific folder, so that users that are assigned the folder-based role have access to the task-based permissions specified only for that folder. The following table lists the tasks available to create a folder-based role, using Security Manager > Role Manager. The Basic, Supervisor, and Advanced columns indicate whether the task is enabled by default for these preconfigured roles in Unified CCDM.

Comments Basic Supervisor Advanced Name

Folder Settings

Browse Folders x

Manage Folders

Allows the user to see a folder in the folder tree.

Allows the user to edit, create, and remove folders in the specified folder.

x x

Users and Security

Browse Users Allows the user to view the details of all users in the specified folder.

x x

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Manage Users

Reset passwords

Manage Tenants

Manage Security

Allows the user to modify settings of users within the specified folder.

Allows the user to reset the password of other users within the specified folder.

Allows the user to manage the tenant items within the specified folder.

Allows the user to modify security permissions on the selected folder.

Access to the Security Manager tool is required.

Dimensions and Prefixes

Browse Dimensions

Manage Dimension

Manage Dimension

Memberships

Clone Dimensions

Browse Prefixes

Manage Prefixes

Allows the user to list system resources in the specified folder.

x

Allows the user to edit, move, and delete dimensions such as agents, agent teams, or skill groups in the specified folder using System Manager.

Allows the user to add, modify, and delete dimension memberships.

Allows user to copy agents.

Allows the user to browse automatic resource movement prefixes in the specified folder on the prefix details tab of a tenant item in the System

Manager.

Allows the user to add and remove automatic resource movement prefixes in the specified folder on the prefix details tab of a tenant item in the

System Manager.

x x x

Configure Gadgets

You can perform the following operations to configure gadgets:

Create Gadget, on page 563

Edit Gadget, on page 563

Delete Gadget, on page 563

x x x x x x

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Create Gadget

Procedure

Step 1

Login to the CCDM portal as tenant or sub-customer user.

Step 2

Click Gadget.

Step 3

Select Add Gadget from the drop-down list.

Step 4

Click Resource Manager.

Step 5

Click the burger icon and select a tenant.

Step 6

Select a resource from the search bar list.

The list includes Agent, Agent Desktop, Agent Team, Call Type, Department, Dialed number, Enterprise

Skill Group, Expanded Call Variable, Label, Network Vru Script, Person, Precision Attribute, Precision Queue,

Service, Service, Skill Group, and User Variable.

Step 7

Click Gadget > Save App, enter a name for the gadget and browse a folder to save the gadget.

Edit Gadget

Procedure

Step 1

Login to the CCDM portal as tenant or sub-customer user.

Step 2

Click Gadget and select Open App, choose the app that you have created.

Step 3

Select the gadget you want to modify.

Step 4

Select the required tenant and required resource to modify the gadget.

Step 5

Click App Name > Save App, click Yes to save the modified fields.

Delete Gadget

Procedure

Step 1

Login to the CCDM portal as tenant or sub-customer user.

Step 2

Click Gadget > Open App and select an app.

Step 3

Select the gadget that you want delete from the app and click Delete.

Step 4

Click Save to save the app.

Note

To delete an app, click Gadget > Delete App and click

OK.

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Provision Unified CCE Using Administration Workstation

Complete the following procedures to provision Unified Contact Center Enterprise using Administration

Workstation.

Note

• The base configuration that you upload using the ICMdba tool will automatically provision other required elements of CCE.

• Administration Workstations can support remote desktop access. But, only one user can access workstation at a time. Unified CCE does not support simultaneous access by several users on the same workstation.

Set up Agent Targeting Rules

Complete the following procedure to configure individual agent targeting rules.

Procedure

Step 1

In the Configuration Manager, navigate to Configure ICM > Targets > Device target > Agent Targeting

Rule or navigate to Tools > List Tools > Agent Targeting Rule.

Step 2

In the ICM Agent Targeting Rules dialog box, click Retrieve.

Step 3

Click Add.

Step 4

Enter a name for the rule.

Step 5

Choose a peripheral where the rule will be associated.

Step 6

Choose Agent Extension from the Rule Type drop-down list.

Step 7

Choose one or more routing clients that can initiate the route request.

Step 8

Enter the agent extension range.

Step 9

Click Save.

Provision Unified CCE Using Web Administration

Set Up Reason Code , on page 564

Set Up Reason Code

Complete the following procedure to set up the reason code.

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Procedure

Step 1

Login to the CCE Web Administration page, click Manage and select Reason Codes.

Step 2

Click New on the List of Reason Codes page to open the New Reason Code page.

Step 3

Complete fields as follows: a) In Text field, enter the relevant text for the reason code.

b) In Code field, enter a unique positive number.

c) Optional, in Description field, enter the description for the reason code.

Step 4

Save the reason code to return to the List page, where a message confirms the successful creation.

Provision Routing Script Using Internet Script Editor

Complete the following procedure to log in to ISE:

Procedure

Step 1

Launch Internet Script Editor iscriptEditor.exe.

Step 2

Enter your Username, Password and Domain.

Example:

if ISE user is in format [email protected] then username will be iseuser1 and domain will be domain.com

Step 3

Click Connection.

Step 4

Enter the AW Server Address, Port, and ICM Instance Name.

Step 5

Click OK.

Step 6

Click OK.

Upgrade Internet Script Editor, if necessary.

Note

After login, you will see only the script items that the linked Unified CCDM user has access to view.

Unified CVP Administration

Provisioning Unified CVP Using Unified CCDM, on page 565

Provisioning Unified CVP Using Unified CCDM

Uploading the Media File, on page 566

Uploading the IVR Script, on page 566

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Uploading the Media File

Procedure

Step 1

Log into CCDM Portal.

Step 2

In Resource Manager, navigate to the CVP assigned default import tenant.

Step 3

Click Resource and select Mediafile.

Step 4

Select the media server on which the file has to be uploaded.

Step 5

Click Add file(s) to add media files.

Step 6

Click Save.

Uploading the IVR Script

Procedure

Step 1

Log into the CCDM Portal

Step 2

In Resource Manager, select the CVP assigned default import tenant.

Step 3

Click Resource and select IVR app.

Step 4

Select the VXML servers on which the IVR script has to be uploaded.

Step 5

Click Add file(s) to add IVR files (.zip files).

Step 6

Click Save.

Unified Communication Manager Administration

Provision Unified Communications Manager Using UCDM

CRUD Operations for UCDM Objects, on page 567

Provisioning Contact Center Server and Contact Center Services, on page 569

Configure SIP Trunks, on page 572

Configure Route Groups, on page 573

Configure Route List, on page 575

Configure Route Patterns, on page 577

Configure Directory Number Inventory and Lines, on page 580

Administration

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Configure Phones, on page 581

Configure Regions, on page 583

Configure Class of Service, on page 585

Configure Cisco Unified CM Group, on page 578

Configure Device Pool, on page 578

Associate Phone to Application User, on page 586

Disassociate Unified Communication Manager from UCDM, on page 587

Built-in-Bridge, on page 587

Bulk Operations Using UCDM, on page 588

Increase the SW MTP and SW Conference Resources, on page 435

CRUD Operations for UCDM Objects

Following table provides an information of create, update or delete operations for UCDM objects.

Note

Bulk upload is supported only for create operations. See,

CRUD Operations for UCDM Objects, on page

567

Object

Contact Center

Servers

See,

Configure

Contact Center

Servers, on page

569

Create

x

Contact Center

Services

See,

Configure

Contact Center

Services, on page

570 x

SIP Trunks

See,

Configure SIP

Trunks, on page

572 x

Read

x x x

Update

x x x

Delete

x x x

Bulk Upload

x x x

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Object Create

Route Group

See,

Configure

Route Groups, on

page 573 x

Route List

See,

Configure

Route List, on

page 575 x

Route Patterns

See,

Configure

Route Patterns, on

page 577 x

Directory Number and Lines

See,

Configure

Directory Number

Inventory and

Lines, on page 580

x x Phones

See,

Configure

Phones, on page

581

Regions

See,

Configure

Regions, on page

583 x x Class of Service

See,

Configure

Class of Service,

on page 585

Device Pools

See,

Configure

Device Pool, on

page 578 x

Read

x x x x x x x x

Update

x

Delete

x

Bulk Upload

x x x x x x x x x x x x x x x x x x x x x x

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Provisioning Contact Center Server and Contact Center Services

This section describes the procedure to configure contact center servers and services. Configuring server enables CUCM to communicate with Contact Center during call transfer from agent to agent and routing a call back to the customer voice portal (CVP). Configuring services enables internal service calls to be routed to CUBE for contact center process.

Configure Contact Center Servers

A Contact Center Server can be configured only for the customer assigned to a specific Cisco Unified

Communications Manager.

Add Contact Center Servers, on page 569

Edit Contact Center Servers, on page 570

Delete Contact Center Servers, on page 570

Add Contact Center Servers

Procedure

Step 1

Login to the UCDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy according to the customer level.

Step 3

Select Services > Contact Center > Servers.

Step 4

Click Add.

Step 5

Enter the contact center server name.

Step 6

Select the appropriate CUCM from the CUCM drop-down list.

Step 7

Enter the transfer conference pattern number.

This creates a CTI Route Point and associates with the default application user (pguser).

Step 8

Enter the network VRU pattern.

This creates route pattern associated with CVP trunk and CUBE trunk.

Step 9

Expand SIP trunk section and configure the CVP trunk.

a) Select CVP trunk from Trunk Destination Type drop-down list.

b) Expand Destination Addresses and enter the trunk destination address and trunk destination port.

c) Select the appropriate trunk security profile from the drop-down list.

Step 10 Expand SIP trunk section and configure the CUBEE trunk.

a) Select CUBEE trunk from Trunk Destination Type drop-down list.

b) Expand Destination Addresses and enter the trunk destination address and trunk destination port.

c) Select the appropriate trunk security profile from the drop-down list.

Step 11 Click Save.

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Edit Contact Center Servers

Procedure

Step 1

Login to the UCDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy according to the customer level.

Step 3

Select Services > Contact Center > Servers.

Step 4

Click the contact center server that you want to edit and modify the required fields.

Note

You cannot change contact center server name.

Step 5

Click Save.

Delete Contact Center Servers

Before You Begin

Delete the contact center service and parameters associated with contact center server.

Procedure

Step 1

Login to the UCDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy according to the customer level.

Step 3

Select Services > Contact Center > Servers.

Step 4

Click the contact server that you want delete.

Step 5

Click Save.

Configure Contact Center Services

Add Contact Center Services, on page 571

Edit Contact Center Services, on page 571

Delete Contact Center Services, on page 571

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Add Contact Center Services

Procedure

Step 1

Login to the UCDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy to the customer or site level.

Step 3

Select Services > Contact Center > Service.

Step 4

Click Add.

Step 5

Enter the contact center service name

Step 6

Select the associated contact center server name from the drop-down list.

Step 7

Expand Internal Service Numbers section , enter the service number pattern ( pattern that is used to route internal service calls to the CUBE) .

Step 8

Click Save.

Note

Adding Contact center server and services in UCDM creates application user , Trunk , CTI route point , Route group , Route Pattern as default configuration.

For additional CTI Route Points, see

Set Up CTI Route Point , on page 745

Edit Contact Center Services

Procedure

Step 1

Login to the UCDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy according to the customer level.

Step 3

Select Services > Contact Center > Services.

Step 4

Click the contact center service that you want to edit and modify the required fields.

Note

You cannot change contact center service name.

Step 5

Click Save.

Delete Contact Center Services

Procedure

Step 1

Login to the UCDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy according to the customer level.

Step 3

Select Services > Contact Center > Services.

Step 4

Click the contact center service that you want to delete.

Step 5

Click Delete.

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Configure SIP Trunks

Add SIP Trunks, on page 572

Edit SIP Trunks, on page 573

Delete SIP Trunks, on page 573

Add SIP Trunks

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to SIP Trunks:

• For provider or reseller administrator Device Management > CUCM > SIP Trunks

• For customer administrator Device Management > Advanced > SIP Trunks

Step 4

Click Add to create SIP trunk.

Step 5

Perform the following, In Device Information tab: a) Choose required IP address from CUCM drop-down list that you want to add SIP trunk.

b) Enter a unique SIP trunk name in Device Name field.

c) Choose Device Pool from the drop-down list.

d) Check Run On All Active Unified CM Nodes check-box, if required.

Step 6

Goto SIP Info tab and perform the following: a) Click Add icon in Destination panel.

b) Enter destination IP address in Address IPv4 field.

Note

To create the SIP trunk from CUCM to CVP, CUBE or any other destinations, enter IP addresses of respective devices.

c) Change Port, if required.

d) Enter Sort Order to prioritize multiple destinations.

Note

Lower sort order indicates higher priority.

e) Choose an appropriate option from SIP Trunk Security Profile drop-down list.

f) Choose sip profile from the drop-down list.

Repeat this step to add another trunk.

Step 7

Click Save.

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Edit SIP Trunks

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to SIP Trunks:

• For provider or reseller administrator Device Management > CUCM > SIP Trunks

• For customer administrator Device Management > Advanced > SIP Trunks

Step 4

Click the SIP trunk that you want to edit and modify the required fields.

Step 5

Click Save.

Delete SIP Trunks

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to SIP Trunks:

• For provider or reseller administrator Device Management > CUCM > SIP Trunks

• For customer administrator Device Management > Advanced > SIP Trunks

Step 4

Click the SIP trunk that you want to delete.

Step 5

Click Delete.

Configure Route Groups

Before You Begin

Ensure SIP Trunks are configured. See,

Configure SIP Trunks, on page 572

.

Perform the following instruction to configure route groups.

Add Route Group, on page 574

Edit Route Group, on page 574

Delete Route Group, on page 575

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Add Route Group

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Groups:

• For provider or reseller administrator Device Management > CUCM > Route Groups

• For customer administrator Device Management > Advanced > Route Groups

Step 4

Click Add to create route group.

Step 5

Choose required IP address from CUCM drop-down list to add route group.

Step 6

Enter a unique name in Route Group Name field.

Step 7

Click Add icon in Members panel.

Step 8

Choose an appropriate SIP trunk from Device Name drop-down list.

Note

When a SIP trunk is selected, it will select all the ports on the device.

Step 9

Click Save.

Edit Route Group

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Groups:

• For provider or reseller administrator Device Management > CUCM > Route Groups

• For customer administrator Device Management > Advanced > Route Groups

Step 4

Click the route group from the list that you want to edit and modify required fields.

Step 5

Click Save.

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Delete Route Group

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Groups:

• For provider or reseller administrator Device Management > CUCM > Route Groups

• For customer administrator Device Management > Advanced > Route Groups

Step 4

Click the route group from the list that you want to delete.

Step 5

Click Delete.

Configure Route List

Before You Begin

Ensure Route Groups are configured. See,

Configure Route Groups, on page 573

.

Perform the following instructions to configure route list:

Add Route List, on page 575

Edit Route List, on page 576

Delete Route List, on page 576

Add Route List

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route List:

• For provider or reseller administrator Device Management > CUCM > Route List

• For customer administrator Device Management > Advanced > Route List

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Step 4

Click Add to create route list.

Step 5

Choose required IP address from CUCM drop-down list to add route list.

Step 6

Enter a unique route list name in Name field.

Step 7

Click Add icon in Route Group Items panel.

Step 8

Choose the route group from Route Group Name drop-down list.

Step 9

Click Save.

Edit Route List

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route List:

• For provider or reseller administrator Device Management > CUCM > Route List

• For customer administrator Device Management > Advanced > Route List

Step 4

Click the route list from the list that you want to edit and modify the required fields.

Step 5

Click Save.

Delete Route List

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route List:

• For provider or reseller administrator Device Management > CUCM > Route List

• For customer administrator Device Management > Advanced > Route List

Step 4

Click the route list from the list that you want to delete.

Step 5

Click Delete.

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Configure Route Patterns

Before You Begin

Ensure Route Lists are configured. See,

Configure Route List, on page 575

.

Perform the following instructions to configure route patterns:

Add Route Pattern, on page 577

Edit Route Patterns, on page 577

Delete Route Pattern, on page 578

Add Route Pattern

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Patterns:

• For provider or reseller administrator Device Management > CUCM > Route Patterns

• For customer administrator Device Management > Advanced > Route Patterns

Step 4

Click Add to create route pattern.

Step 5

Perform the following, In Pattern Defination tab: a) Choose required IP address from CUCM drop-down list that you want to add route pattern.

b) Enter a unique name in Route Pattern field.

c) Choose either route list or trunk from respective drop-down list, in Destination (Only Choose Route List

or Gateway) panel.

Step 6

Click Save.

Edit Route Patterns

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Patterns:

• For provider or reseller administrator Device Management > CUCM > Route Patterns

• For customer administrator Device Management > Advanced > Route Patterns

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Step 4

Click the route pattern from the list that you want to edit and modify the required fields.

Step 5

Click Save.

Delete Route Pattern

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Patterns:

• For provider or reseller administrator Device Management > CUCM > Route Patterns

• For customer administrator Device Management > Advanced > Route Patterns

Step 4

Click the route pattern from the list that you want to delete.

Step 5

Click Delete.

Configure Cisco Unified CM Group

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Unified CM Groups.

• For provider or reseller administrator Device Management > CUCM > Unified CM Groups

• For customer administrator Device Management > Advanced > Unified CM Groups

Step 4

Enter unique Unified CM group name in Name field.

Step 5

Click Add icon in Unified CM Group items panel.

Step 6

Enter Priority.

Step 7

Choose appropriate CUCM from Selected Cisco Unified Communications Manager field.

Step 8

Click Save.

Configure Device Pool

Ensure that Cisco Unified CM Group is configured. See,

Configure Cisco Unified CM Group, on page 578

.

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Add Device Pool, on page 579

Edit Device Pool, on page 579

Delete Device Pool, on page 580

Add Device Pool

Procedure

Step 1

Login to Cisco Unified Communications Domain Manager as provider/reseller or customer admin.

Step 2

Ensure that hierarchy is set to node where CUCM is configured.

Step 3

Navigate to Device pool:

• For provider/reseller Device Management > CUCM > Device Pools

• For customer admin Device Management > Advanced > Device Pools

Step 4

Click Add.

Step 5

Choose Network Device List from the drop-down list.

Step 6

In Device Pool Settings tab: a) Enter Device Pool Name.

b) Choose call manager group from Cisco Unified Communication Manager drop-down list.

Step 7

Goto Roaming Sensitive Settings tab: a) Choose Date/Time Group from drop-down list.

b) Choose Region from drop-down list.

c) Choose SRST Reference from drop-down list

Step 8

Click Save.

Edit Device Pool

Procedure

Step 1

Login to Cisco Unified Communications Domain Manager as provider/reseller or customer admin.

Step 2

Navigate to Device pool:

• For provider/reseller Device Management > CUCM > Device Pools

• For customer admin Device Management > Advanced > Device Pools

Step 3

Click device pool from the list that you want to edit and modify the required fields.

Step 4

Click Save.

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Delete Device Pool

Procedure

Step 1

Login to Cisco Unified Communications Domain Manager as provider/reseller or customer admin.

Step 2

Navigate to Device pool:

• For provider/reseller Device Management > CUCM > Device Pools

• For customer admin Device Management > Advanced > Device Pools

Step 3

Click device pool from the list that you want to delete.

Step 4

Click Delete.

Configure Directory Number Inventory and Lines

Add Directory Number Inventory, on page 580

Edit Lines, on page 581

Delete Lines, on page 581

Add Directory Number Inventory

Before You Begin

Ensure Site dial plan is created, see

Add Site Dial Plan, on page 476

.

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as a provider, reseller or customer.

Step 2

Ensure that hierarchy path is set to appropriate customer.

Step 3

Navigate to Dial Plan Management > Customer > Number Management > Add Directory Number

Inventory.

Step 4

Choose Site from drop-down list that you want to add directory numbers.

Step 5

Enter Starting Extension value.

Step 6

If you want to set the range, enter Ending Extension value.

Step 7

Click Save.

Newly added directory number to inventory does not add directory number to Cisco Unified Communication

Manager unless it is associated with a phone.

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Edit Lines

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as a provider, reseller or customer.

Step 2

Ensure that hierarchy path is set to appropriate customer.

Step 3

Navigate to Subscriber Managemet > Lines.

Step 4

Click line from the list that you want to edit and modify the required fields.

Step 5

Click Save.

Delete Lines

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as a provider, reseller or customer.

Step 2

Ensure that hierarchy path is set to appropriate customer.

Step 3

Navigate to Subscriber Managemet > Lines.

Step 4

Click line from the list that you want to delete.

Step 5

Click Delete.

Configure Phones

Before You Begin

Ensure Directory Number Inventory is created, see

Add Directory Number Inventory, on page 580

Perform the following instructions to configure phones:

Add Phones, on page 581

Edit Phones, on page 583

Delete Phones, on page 583

Add Phones

Perform the following to add phone for provider, reseller or customer.

Add Phones as Provider or Reseller, on page 582

Add Phones as Customer, on page 582

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Add Phones as Provider or Reseller

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider or reseller .

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click Add.

Step 5

Enter a unique Device Name with the prefix SEP.

Example:

SEPA1B2C3D4E5F6

Step 6

Choose Product Type from the drop-down list.

Note

For RSM simphone choose Cisco 7941 sip or above models from drop-down list.

Step 7

Choose Device Protocol from the drop-down list.

Step 8

Choose Calling Search Space from drop-down list.

Step 9

Choose Device Pool from drop-down list.

Step 10 Choose Location from drop-down list.

Step 11 Goto Lines tab and perform the following: a) Click Add icon in Lines panel to add line.

b) Choose directory number from Pattern drop-down list, in Dirn panel.

c) Choose Route Partition Name from drop-down list.

Step 12 Click Save.

Add Phones as Customer

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as customer.

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click Add.

Step 5

Choose Product Type from the drop-down list.

Step 6

Choose Protocol from the drop-down list.

Note

For RSM simphone choose Cisco 7941 sip or above models from drop-down list.

Step 7

Enter a unique Device Name with the prefix SEP.

Example:

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SEPA1B2C3D4E5F6

Step 8

Choose Calling Search Space from drop-down list.

Step 9

Goto Advanced Information tab and perform the following: a) Choose Device Pool from drop-down list.

b) Choose Location from drop-down list.

Step 10 Goto Lines tab and perform the following: a) Click Add icon in Lines panel to add line.

b) Choose directory number from Pattern drop-down list, in Dirn panel.

c) Choose Route Partition Name from drop-down list.

Step 11 Click Save.

Edit Phones

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click phone from the list that you want to edit and modify the required field.

Step 5

Click Save.

Delete Phones

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click phone from the list that you want to delete.

Step 5

Click Delete.

Configure Regions

Add Regions, on page 584

Edit Regions, on page 584

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Delete Regions, on page 585

Add Regions

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Device Management > CUCM > Regions.

Step 4

Click Add.

Step 5

Choose CUCM from the drop-down list.

Step 6

Enter unique region name in Name field.

Step 7

Expand Related Regions.

Step 8

Choose Use System Default from Immersive Video Bandwidth (Kbps) drop-down list.

Step 9

Keep the default selection in Audio Bandwidth (Kbps) drop-down list.

Step 10 Choose Use System Default from Video Bandwidth (Kbps) drop-down list.

Step 11 Choose Use System Default from Audio Codec Preferrence drop-down list.

Default codec is G.711.

Step 12 Choose Region Name from drop-down list.

Step 13 Click Save.

Edit Regions

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Device Management > CUCM > Regions.

Step 4

Click the regions from the list that you want to edit and modify the required fields.

Step 5

Click Save.

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Delete Regions

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Device Management > CUCM > Regions.

Step 4

Click the region that you want to delete.

Step 5

Click Delete.

Configure Class of Service

Use this procedure to create a new Calling Search Space (CSS) or edit an existing CSS that is tied to a site.

The CSS can be used as a Class of Service (COS) for a device or line, or any of the other templates that rely on COS to filter different features.

Add Class of Service, on page 585

Edit Class of Service, on page 586

Delete Class of Service, on page 586

Add Class of Service

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to valid site under customer.

Step 3

Navigate Dial Plan Management > Site > Class of Service

Step 4

Click Add.

Step 5

Enter unique Class of Service Name.

This name can use alphanumeric characters, periods, underscores, hyphens and spaces, it should not exceed

50 characters. You can also make use of macros that are available in the system to create a Class Of Service name. Macros allow you to dynamically add site IDs, customer IDs, and other types of information to the

CSS.

Example:

Cu1-24HrsCLIP-PT-{{macro.HcsDpSiteName}}

Step 6

Expand Member panel to add partition.

Step 7

Choose partition from drop-down list under Selected Partitions column.

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Note

Step 8

Click Save.

• Click Add icon to add more partitions, repeat this step to add desired members to this Class of

Service.

• Add Cu<CUSTOMER_ID>CC<CC_SERVER_ID>-Xfer4CCServer-PT to the Class of Service partition member list.

Edit Class of Service

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to valid site under customer.

Step 3

Navigate Dial Plan Management > Site > Class of Service

Step 4

Click Class of Service from the list that you want to edit and modify the required fields.

Step 5

Click Save.

Delete Class of Service

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to valid site under customer.

Step 3

Navigate Dial Plan Management > Site > Class of Service

Step 4

Click Class of Service from the list that you want to delete.

Step 5

Click Delete.

Associate Phone to Application User

Before You Begin

Phones should be added, see

Add Phones, on page 581

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Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Subscriber Management > Agent Lines.

Step 4

Click Add to add new agent line.

Step 5

Choose Phones from Device Type drop-down list.

Step 6

Choose device from Device Name drop-down list.

Step 7

Choose Line from drop-down list.

Step 8

Choose Application User from drop-down list.

Step 9

Click Save.

Disassociate Unified Communication Manager from UCDM

To retain Unified Communication Manager configurations, perform the following before deleting the customer:

Procedure

Step 1

Login to UCDM as provider or reseller.

Step 2

Choose the customer from hierarchy that you want to disassociate CUCM.

Step 3

Navigate to Device Management > CUCM > Servers.

Step 4

Click the CUCM that you want to disassociate.

Step 5

Click Remove icon in Network Addresses panel.

Step 6

Click Save.

Built-in-Bridge

Built-in-Bridge (BIB) is not enabled by default for the phones. It is disabled at the system level as it is not used by all the customer by default. It is used only by the customers having Contact Center.

The provider has to perform the following procedures to enable BIB for the customers having contact center.

Note

Create a new Field Display Policies at the customer level and add Built-in Bridge to the list.

Configure the Built-in-Bridge , on page 588

Enable or Disable the Built-in-Bridge , on page 588

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Configure the Built-in-Bridge

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider.

Step 2

Navigate Role Management > Field Display Policies.

Step 3

Ensure that hierarchy is set to the appropriate customer.

Step 4

Select the SubscriberPhoneMenuItemProvider.

Step 5

In the details page, go to Action menu and click Clone.

Step 6

Enter SubscriberPhoneMenuItemProvider as the name.

Step 7

Select relation/SubscriberPhone from the Target Model Type drop-down list.

Step 8

Expand Groups section and enter Phone for Title.

Step 9

Select builtInBridgeStatus from the Available list and click Select.

Step 10 Click Save.

Enable or Disable the Built-in-Bridge

Before You Begin

Ensure that you configure Built-in-Bridge. See,

Configure the Built-in-Bridge , on page 588

.

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as a provider.

Step 2

Ensure that hierarchy is set to the appropriate customer.

Step 3

Navigate Subscriber Management > Phones and select the appropriate phone.

Step 4

In the Phone tab:

• To enable BIB choose On from the Built in Bridge drop-down list.

• To disable BIB choose Off from the Built in Bridge drop-down list.

Step 5

Click Save.

Bulk Operations Using UCDM

The bulk upload option is used for importing large numbers of resource items into Cisco Unified

Communications Domain Manager (UCDM). It is used to generate resources for UCDM objects by filling in resource attributes using the standard .xlsx format. All .xlsx files require headers that dictate where each value goes. These headers are provided by templates that can be downloaded from the appropriate Bulk Upload page in UCDM.

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There are three ways to provision bulk upload:

1

HCS Intelligent Loader (HIL)

2

Cisco Unified Communications Domain Manager Administrative tools/bulkloader

3

Cisco Unified Communications Domain Manager REST API

For more information on provisioning bulk upload see, Cisco Unified Communications Domain Manager,

Release 10.1(2) Bulk Provisioning Guide.

Cisco Unified Communications Domain Manager Administration Tools/Bulkloader

Export Bulk Load, on page 589

Bulk Load Sheets, on page 589

Perform Bulk Upload, on page 590

Export Bulk Load

Procedure

Step 1

Login to Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure the hierarchy is set to appropriate level for required UCDM object.

Step 3

Goto the required form of any UCDM object that supports bulk load.

Step 4

Click Action and click Export Bulk Load Template in submenu.

Step 5

Save Bulk load Template in .xlsx format in your local drive.

Bulk Load Sheets

An exported bulk load template is a workbook containing a single sheet and serves as the basis for bulk loading. A workbook can also be created that contains more than one sheet as a tabbed workbook.

For tabbed workbooks, bulk load transactions are carried out from the leftmost sheet or tab to the rightmost.

For example, if a site is to be added under a customer, the customer sheet tab should be to the left of the associated site.

The spreadsheet workbook is in Microsoft Excel .xlsx format. The maximum file upload size is 4GB. Any name can be provided for the workbook and the same filename can be loaded multiple times, although the best practice is to use different names.

To bulk load data, preliminary steps need to be carried out. Verify existing information on the sheet and determine required information in order to complete the required data and prepare the spreadsheet.

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Perform Bulk Upload

Procedure

Step 1

Login to Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure the hierarchy is set to appropriate level for required UCDM object.

Step 3

Navigate to Administrative Tools > Bulk Load.

Step 4

Click Browse to open file upload dialog box.

Step 5

Click Bulk Load File.

Note

If you want to check the status of bulk load, navigate to Administrative Tools > Transactions.

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C H A P T E R

12

Configure Core Component Integrated Options

Configure Courtesy Callback, page 592

Configure Agent Greeting, page 602

Configure Whisper Announcement, page 613

Configure Database Integration, page 614

Configure Unified Mobile Agent, page 619

Configure Outbound, page 623

Configure Post Call Survey, page 641

Configure a-Law Codec, page 642

Configure Unified CM Based Silent Monitoring, page 647

Configure Music On Hold , page 648

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Configure Courtesy Callback

The following diagram shows the components that you must configure for Courtesy Callback.

Figure 70: Courtesy Callback components

Complete the following procedures for Courtesy Callback configurations:

Configure Gateway, on page 592

Configure Unified CVP, on page 595

Configure Unified CCE, on page 600

Configure Gateway

Configure the VXML Gateway for Courtesy Callback

Complete the following procedure to configure the VXML gateway for Courtesy Callback:

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Configure Gateway

Procedure

Step 1

Copy cvp_ccb_vxml.tcl from the CVP Operations Console to the flash memory of the gateway, as follows: a) Select Bulk Administration > File Transfer > Scripts and Media.

b) In Device Association, select Gateway for Device Type.

c) Select the required gateway from the Available list.

d) Click the right arrow icon to move the available gateway to the Selected list.

e) From the default gateway files, highlight cvp_ccb_vxml.tcl.

f) Click Transfer.

Step 2

Log on to VXML gateway.

Step 3

Add the cvp_cc service to the configuration service cvp_cc flash:cvp_ccb_vxml.tcl.

This service does not require any parameters.

Step 4

Enter the following command to load the application:

call application voice load cvp_cc

Step 5

On the VoIP dial-peer that defines the VRU from Unified ICM, verify that the codec can be used for recording.

Example:

The following example verifies that g711ulaw can be used for recording in Courtesy Callback: dial-peer voice 123 voip service bootstrap incoming called-number 123T dtmf-relay rte-nte h245-signal h245-alphanumeric codec g711ulaw no vad!

Step 6

Configure the following to ensure that SIP is setup to forward SIP INFO messaging: voice service voip signaling forward unconditional

Step 7

To play the beep to prompt the caller to record their name in the BillingQueue example script add the following text to the configuration: vxml version 2.0

Note

Whenever you enable vxml version 2.0 on the gateway, vxml audioerror is off by default. When an audio file cannot be played, error.badfetch will not generate an audio error event.

To generate an error in the gateway, enable vxmlaudioerror.

Example:

The following example uses config terminal mode to add both commands: config t vxml version 2.0

vxml audioerror exit

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Configure the Ingress Gateway for Courtesy Callback

Complete the following procedure to configure the ingress gateway for courtesy callback:

Procedure

Step 1

Copy surviability.tcl from the Operations Console to the flash memory of the gateway, as follows: a) Select Bulk Administration > File Transfer > Scripts and Media.

b) In Device Association, select Gateway for Device Type.

c) Select the required gateway from the Available list.

d) Click the right arrow icon to move the available gateway to the Selected list.

e) From the default gateway files, highlight survivability.tcl.

f) Click Transfer.

Step 2

Log onto the ingress gateway.

Step 3

Add the following to the survivability service: param ccb id:<host name or ip of this gateway>;loc:<location name>;trunks:<number of callback trunks>

id - A unique identifier for this gateway and is logged to the database to show which gateway processed the original callback request.

loc - An arbitrary location name specifying the location of this gateway.

Trunks - The number of DS0's reserved for callbacks on this gateway. Limit the number of T1/E1 trunks to enable the system to limit the resources allowed for callbacks.

Example:

The following example shows a basic configuration: service cvp-survivability flash:survivability.tcl

param ccb id:10.86.132.177;loc:doclab;trunks:1!

Step 4

Create the incoming POTS dial peer, or verify that the survivability service is being used on your incoming

POTS dial peer.

Example:

For example, dial-peer voice 978555 pots service cvp-survivability incoming called-number 9785551234 direct-inward-dial!

Step 5

Create outgoing POTS dial peers for the callbacks. These are the dial peers that place the actual call back out to the PSTN.

Example:

For example, dial-peer voice 978555 pots destination-pattern 978555....

no digit-strip port 0/0/1:23!

Step 6

Use the following configuration to ensure that SIP is set up to forward SIP INFO messaging:

voice service voip signaling forward unconditional

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Configure CUBE-E for Courtesy Callback

Note

If you are using CUBE-E then you need sip profile configuration and apply it on outgoing dial-peer through cvp. See the below the example:

A "sip-profile¨ configuration is needed on ISR CUBE E for the courtesy callback feature. To configure the

"sip-profile", the following must be added voice class sip-profiles 103 request INVITE sip-header Call-Info add "X-Cisco-CCBProbe: <ccb param>" where "<ccb param>" is the "ccb" parameter defined in the survivability service. Add this "sip-profile" to the outgoing dial-peer to the CVP.

The following is a configuration example voice class sip-profiles 103 request INVITE sip-header Call-Info add "X-Cisco-CCBProbe: id:10.10.10.180;sydlab;trunks:4" dial-peer voice 5001 voip description Comprehensive outbound route to CVP destination-pattern 5001 session protocol sipv2 session target ipv4:10.10.10.10

dtmf-relay rtp-nte voice-class sip profiles 103 codec g711ulaw no vad

In the above example, 10.10.10.180 is the CUBE IP and 10.10.10.10 is the CVP Call Server IP.

Note

If CUBE E is used for Courtesy Call Back then under voice service voip class in CUBE E must have media flow-through for Courtesy Call Back to work.

Configure Unified CVP

Configure the Reporting Server for Courtesy Callback

A reporting server is required for the Courtesy Callback feature. Complete the following procedure to configure a reporting server for Courtesy Callback:

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Before You Begin

Install and configure the Reporting Server.

Procedure

Step 1

In the Operations Console, select System > Courtesy Callback.

The Courtesy Callback Configuration page displays.

Step 2

Choose the General tab.

Step 3

Click the Unified CVP Reporting Server drop-down, and select the Reporting Server to use for storing

Courtesy Callback data.

Step 4

If required, select Enable secure communication with the Courtesy Callback database.

Step 5

Configure allowed and disabled dialed numbers.

These are the numbers that the system should and should not call when it is making a Courtesy Callback to a caller.

Note

Initially, there are no allowed dialed numbers for the Courtesy Callback feature. Allow Unmatched

Dialed Numbers is de-selected and, the Allowed Dialed Numbers window is empty.

Step 6

Adjust the Maximum Number of Calls per Calling Number to the desired number.

By default, this is set to 0 and no limit is imposed. This setting allows you to limit the number of calls that are eligible to receive a callback from the same calling number.

If this field is set to a positive number (X), then the Courtesy Callback Validate element only allows X callbacks per calling number to go through the preemptive exit state at any time.

If there are already X callbacks offered for a calling number, new calls go through the none exit state of the

Validate element.

In addition, if no calling number is available for a call, the call always goes through the none exit state of the

Validate element.

Step 7

Choose the Call Server Deployment tab and move the Call Server you want to use for Courtesy Callbacks from the Available box to the Selected box.

Step 8

Click Save.

The configuration becomes active (is deployed) the next time the Reporting Server is restarted.

Step 9

You can also deploy the new Reporting Server configuration immediately by clicking Save & Deploy.

Note

After all the updates are configured, restart the Reporting Server to update the configuration.

Configure the Call Studio Scripts for Courtesy Callback

The Courtesy Callback feature is controlled by a combination of Call Studio scripts and ICM scripts. Complete the following procedure to configure the Call Studio scripts:

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Procedure

Step 1

Access the .zip file from the CVP OAMP machine from the location

C:\Cisco\CVP\OPSConsoleServer\StudioDownloads\CourtesyCallbackStudioScripts.zip

.

Step 2

Extract the example Call Studio Courtesy Callback scripts contained in CourtesyCallbackStudioScripts.zip

to a folder of your choice on the computer running CallStudio.

Each folder contains a Call Studio project having the same name as the folder. The five individual project comprise the Courtesy Callback feature.

Note

Do not modify the scripts CallbackEngine and

CallbackQueue.

Step 3

Modify the scripts BillingQueue, CallbackEntry, and CallbackWait to suit your business needs.

Step 4

Start Call Studio by selecting Start > All Programs > Cisco > Cisco Unified Call Studio.

Step 5

Select File > Import.

The Import dialog box displays.

Step 6

Expand the Call Studio folder and select Existing Call Studio Project Into Workspace.

Step 7

Click Next .

The Import Call Studio Project From File System displays.

Step 8

Browse to the location where you extracted the call studio projects. For each of the folders that were unzipped, select the folder (for example BillingQueue) and select Finish.

The project is imported into Call Studio.

Step 9

Repeat the action in previous step for each of the five folders.

The five projects display in the upper-left of the Navigator window.

Step 10 Update the Default Audio Path URI field in Call Studio to contain the IP address and port value for your media server.

Step 11 For each of the Call Studio projects previously unzipped, complete the following steps: a) Select the project in the Navigator window of Call Studio.

b) Choose Project > Properties > Call Studio > Audio Settings.

c) On the Audio Settings window, modify the Default Audio Path URI field to http://<media-server

>/en-us/VL/.

d) Click Apply then click OK.

Step 12 Under BillingQueue Project, if required, change the music played to the caller while on hold.

a) Expand the tree structure of the project and click app.callflow.

b) Click the node Audio_01.

c) Navigate to Element Configuration > Audio > Audio Groups expand the tree structure and click audio

item 1, Use Default Audio Path to change the .wav file to be played.

Step 13 Under CallbackEntry Project, if required, modify the caller interaction settings in the SetQueueDefault_01 node.

a) In the Call Studio Navigator panel, open the CallBackEntry project and double-click app.callflow to display the application elements in the script window.

b) Open the Start of Call page of the script using the tab at the bottom of the script display window.

c) Select the SetQueueDefault_01 node.

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d) In the Element Configuration panel, choose the Setting tab and modify the default settings as required.

Step 14 In the CallbackEntry project, on the Wants Callback page, configure the following: a) Highlight the Record Name node and choose the Settings tab.

b) In the Path setting, change the path to the location where you want to store the recorded names of the callers.

c) Highlight the Add Callback to DB 1node.

d) Change the Recorded name file setting to match the location of the recording folder that you created in the previous step.

e) Ensure the keepalive Interval(in seconds) is greater than the length of the queue music being played. In the Start of Call page.

The default is 120 seconds for the SetQueueDefaults_01 node.

f) Save the CallbackEntry project.

g) In the CallbackWait Project, modify values in the CallbackWait application.

In this application, you can change the IVR interaction that the caller receives at the time of the actual callback. The caller interaction elements in CallbackWait > AskIfCallerReady page may be modified.

Save the project after you modify it.

h) Validate each of the five projects associated with the Courtesy Callback feature and deploy them to your

VXML Server.

Step 15 Right-click each Courtesy Callback project in the Navigator window and select Validate.

Step 16 Right-click on one of the project and click Deploy.

Step 17 Check the check box against each project to select the required projects.

Step 18 In the Deploy Destination area, select Archive File and click Browse.

Step 19 Navigate to the archive folder that you have set up.

Example:

C:\Users\Administrator\Desktop\Sample.

Step 20 Enter the name of the file.

Example:

For example Samplefile.zip.

Step 21 Click Save.

Step 22 In the Deploy Destination area click Finish.

Step 23 Log in to OAMP and choose Bulk Administration\File Transfer\VXMLApplications.

Step 24 Select the VXML Server to which you want to deploy the applications.

Step 25 Select the zip file that contains the applications.

Example:

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Samplefile.zip.

Step 26 Click Transfer.

Step 27 Right-click each of the projects and click Deploy, then click Finish.

Step 28 Using windows explorer, navigate to %CVP_HOME%\VXMLServer\applications.

Step 29 For each of the five Courtesy Callback applications, open the project's admin folder, in%CVP_Home%\VXMLServer\applications, and double-click deployApp.bat to deploy the application to the VXML Server.

Step 30 Verify that all the applications are running by going into %CVP_HOME%\VXMLServer\admin and double-clicking status.bat. All five applications should display under Application Name and with the status

Running.

Configure the Media Server for Courtesy Callback

Several Courtesy Callback specific media files are included with the sample scripts for Courtesy Callback.

Complete the procedure to configure the Media Server for Courtesy Callback:

Procedure

Step 1

During the Unified CVP installation, the media files are copied as:

%CVP_HOME%\OPSConsoleServer\CCBDownloads\CCBAudioFiles.zip

.

Step 2

Unzip the special audio files and copy to your media server VXMLServer\Tomcat\webapps\CVP\audio.

The sample scripts are set up to use the default location "\CVP\audio" for the audio files.

Step 3

Change the default location of the audio files in the sample scripts to be your media server path.

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Configure the ICM Script for Courtesy Callback

Following figure shows the sample Courtesy Callback ICM script.

Figure 71: Sample Courtesy Callback ICM script

Configure Core Component Integrated Options

Complete the following procedure to configure ICM to use the sample Courtesy Callback ICM script:

Procedure

Step 1

Copy the CCE example script, CourtesyCallback.ICMS to the CCE Admin Workstation.

The example CCE script is available in the following locations:

• On the CVP install media in \CVP\Downloads and Samples\.

• From the Operations Console in %CVP_HOME%\OPSConsoleServer\ICMDownloads.

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• In the Import Script - Manual Object Mapping window, map the route and skill group to the route and skill group available for courtesy callback.

Note

For Small Contact Center Deployment Model, copy the CourtesyCallback.ICMS Routing Script on the desktop where Internet Script editor is installed.

Step 2

In Script Editor, select File > Import Script...

Note

For Small Contact Center Deployment Model follow the below steps.

1

Log In to ISE by sub customer user and Click on File>Import Script.

2

Select the Routing script which is copied in the desktop CourtesyCallback.ICMS.

Step 3

In the script location dialog, select the CourtesyCallback.ICMS script and click Open. You can bypass the set variable "Set media server" Highlighted as number 1 node in the

Figure 71: Sample Courtesy Callback

ICM script, on page 600

, as VXML Server, Call Server, and Media Server are collocated.

Step 4

Define a new ECC variable for courtesy callback.

A new ECC variable is used to determine if a caller is in a queue and can be offered a callback.

Step 5

Navigate to ICM Admin Workstation > ICM Configuration Manager > Expanded Call Variable List

tool to create the ECC Variable user.CourtesyCallbackEnabled specific to Courtesy Callback.

Step 6

Set up the following parameters that are passed to CallbackEntry (VXML application):

Example:

• ToExtVXML[0] =concatenate("application=CallbackEntry",";ewt=",Call.user.microapp.ToExtVXML[0])

• ToExtVXML[1] = "qname=billing";

• ToExtVXML[2] = "queueapp=BillingQueue;"

• ToExtVXML[3] = concatenate("ani=",Call.CallingLineID,";");

CallbackEntry is the name of the VXML Server application that will be executed: ewt is calculated in Block #2.

qname is the name of the VXML Server queue into which the call will be placed. There must be a unique qname for each unique resource pool queue.

queueapp is the name of the VXML Server queuing application that will be executed for this queue.

ani is the caller's calling Line Identifier.

Step 7

Create Network VRU Scripts.

Step 8

Navigate to ICM Configuration Manager > Network VRU Script List tool, create the following Interruptible

Script Network VRU Scripts.

Name: VXML_Server_Interruptible

Network VRU: Select your Type 10 CVP VRU

VRU Script Name: GS,Server,V,interrupt

Timeout: 9000 seconds

Interruptible: Checked

Step 9

Choose ICM Configuration Manager > Network VRU Script List tool to create the following

Non-Interruptible Script Network VRU Scripts.

Name - VXML_Server_NonInterruptible

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Network VRU - Select your Type 10 CVP VRU

VRU Script Name - GS,Server,V, nointerrupt

Timeout - 9000 seconds ( must be greater than the maximum possible call life in Unified CVP)

Interruptible: Not Checked

Step 10 Verify that the user.microapp.ToExtVXMLECC variable is set up for an array of five items with a minimum size of 60 characters and the user.microapp.FromExtVXML variable is set up for an array of four with a minimum size of 60 characters.

Note

Verify that you have at least one available route and skill group to map to the route and skillgroup in the example script.

Step 11 Save the script, then associate the call type and schedule the script.

Note

For Small Contact Center Deployment Model ensure the resources used in this Routing Script, like

Network VRU Scripts , ECC variables etc are specific to the sub customer.

Configure Agent Greeting

To use Agent Greeting, your phone must meet the following requirements:

• The phones must have the BiB feature.

• The phones must use the firmware version delivered with Unified CM 8.5(1) or greater.

(In most cases phone firmware is upgraded automatically when you upgrade Unified CM installation.)

Complete the following procedures for Agent Greeting configuration:

Configure Gateway, on page 602

Configure Unified CVP, on page 603

Configure Unified CCE, on page 607

Configure Unified Communications Manager, on page 612

Configure Gateway

Republish the tcl scripts to VXML Gateway

The .tcl script files that ship with Unified CVP include updates to support Agent Greeting. You must republish these updated files to your VXML Gateway.

Republishing scripts to the VXML Gateways is a standard task in CVP upgrades. You must republish the scripts before you can use Agent Greeting.

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Procedure

Step 1

In the Unified CVP Operation Console, select Bulk Administration > File Transfer > Scripts and Media.

Step 2

Set Device to Gateway.

Step 3

Select the gateways you want to update. Typically you would select all of them unless you have a specific reason not to.

Step 4

Select Default Gateway Files.

Step 5

Click Transfer.

Set Cache Size on VXML Gateway

To ensure adequate performance, set the size of the cache on the VXML Gateway to the maximum allowed.

The maximum size is 100 megabytes; the default is 15 kilobytes. Failure to set the VXML Gateway cache to its maximum can result in slowed performance to increased traffic to the media server.

Use the following Cisco IOS commands on the VXML Gateway to reset the cache size: conf t http client cache memory pool 100000 exit wr

For more information about configuring the cache size, see the Configuration Guide for Cisco Unified Customer

Voice Portal at http://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_ home.html

.

Configure Unified CVP

Complete the following procedures for Unified CVP configuration:

Configure FTP Enabled in Server Manager, on page 603

Configure the Call Studio Scripts for Record Agent Greeting, on page 605

Set Content Expiration in IIS (Windows 2012) in Media , on page 606

Configure FTP Enabled in Server Manager

Complete the following procedure to configure the FTP enabled in server manager.

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Procedure

Step 1

Right- Click Roles in the left navigation page of server manager.

Step 2

Select Add Roles.

Step 3

Click Next.

Step 4

Check the checkbox Web Server (IIS) and click Next.

Step 5

Check the checkbox FTP Server and click Next.

Step 6

After the successful installation, click Close.

Step 7

Make sure that the FTP and the IIS share the same root directory, because the recording application writes the file to the media server directory structure, and the greeting playback call uses IIS to fetch the file. The en-us/app directory should be under the same root directory for FTP and IIS.

Step 8

Create a dedicated directory on the server to store your greeting files.

This lets you specify a lower cache timeout of 5 minutes for your agent greeting files that does not affect other more static files you may be serving from other directories. By default, the Record Greeting application posts the .wav file to the en-us/app directory under your web/ftp root directory. You may create a dedicated directory such as ag_gr under the en-us/app directory, and then indicate this in the Unified CCE script that invokes the recording application. Use the array for the ECC variable call.user.microapp.ToExtVXML to send the ftpPath parameter to the recording application. Make sure the ECC variable length is long enough, or it may get truncated and fail.

Step 9

In IIS Manager, set the cache expiration for the dedicated directory to a value that allows re-recorded greetings to replace their predecessor in a reasonable amount of time, while minimizing requests for data to the media server from the VXML Gateway.

The ideal value varies depending on the number of agents you support and how often they re-record their greetings. Two minutes may be a reasonable starting point.

Step 10 Find the site you are using, go to the agent greeting folder you created (ag_gr), and then select HTTP Response

Headers .

Step 11 Select Add, then Set Common Headers .

Create Voice Prompts for Recording Greetings

You must create audio files for each of the voice prompts that agents hear as they record a greeting. The number of prompts you require can vary, but a typical set can consist of:

• A welcome followed by a prompt to select which greeting to work with (this assumes you support multiple greetings per agent)

• A prompt to select whether they want to hear the current version, record a new one, or return to the main menu

• A prompt to play if a current greeting is not found.

To create voice prompts for recording greetings:

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Procedure

Step 1

Create the files using the recording tool of your choice. When you record your files:

• The media files must be in .wav format. Your .wav files must match Unified CVP encoding and format requirements (G.711, CCITT A-Law 8 kHz, 8 bit, mono).

• Test your audio files. Ensure that they are not clipped and that they are consistent in volume and tone.

Step 2

After recording, deploy the files to your Unified CVP media server. The default deployment location is to the

<web_server_root>\en-us\app directory.

Step 3

Note the names of the files and the location where you deployed them on the media server. Your script authors need this information for the Agent Greeting scripts.

Built-In Recording Prompts

The Unified CVP Get Speech micro-application used to record Agent Greetings includes the following built-in prompts:

• A prompt that agents can use to play back what they recorded

• A prompt to save the greeting, record it again, or return to the main menu

• A prompt that confirms the save, with an option to hang up or return to the main menu

You can replace these .wav files with files of your own. For more information, see the Unified Customer

Voice Portal Call Studio documentation at http://www.cisco.com/en/US/products/ps7235/tsd_products_ support_series_home.html

Configure the Call Studio Scripts for Record Agent Greeting

The Record Agent Greeting is controlled by a combination of Call Studio script and ICM script. Complete the following procedure to configure the Call Studio script:

Procedure

Step 1

Access the .zip file from the CVP OAMP machine from the location

C:\Cisco\CVP\OPSConsoleServer\StudioDownloads\RecordAgentGreeting.zip

.

Step 2

Extract the example Call Studio Record Agent Greeting scripts contained in RecordAgentGreeting.zip to a folder of your choice on the computer running CallStudio. The folder contains a CallStudio project having the same name as the folder.

Step 3

Start Call Studio by selecting Start > Programs > Cisco > Cisco Unified Call Studio.

Step 4

Select File > Import.

The Import dialog box displays.

Step 5

Expand the Call Studio folder and select Existing Call Studio project Into Workspace.

Step 6

Click Next.

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The Import Call Studio Project From File System displays.

Step 7

Browse to the location where you extracted the call studio projects. Select the folder and select Finish.

Example:

RecordAgentGreeting

Step 8

Follow the below steps, to save the file in a defined path: a) In the Call Studio Navigator panel, open the RecordAgentGreeting project and double click app.callflow to display the application elements in the script window.

b) Select the Record Greeting With Confirm node.

c) In the Element Configuration panel, choose the Setting tab and modify the default path settings to c:\inetpub\wwwroot\en-us\app\ag_gr

. Save the project after you modify it.

d) Validate the project associated with the Record Agent Greeting and deploy them to your VXML Server.

Step 9

Right-click on Record Agent Greeting project in the Navigator window and select Validate.

Step 10 Right-click on the Record Agent Greeting project and click Deploy.

Step 11 In the Deploy Destination area, select Archive File and click Browse.

Step 12 Navigate to the archive folder that you have set up:

Example:

C:\Users\Administrator\Desktop\Sample

.

Step 13 Enter the name of the file.

Example:

Samplefile.zip

Step 14 Click Save.

Step 15 In the Deploy Destinationarea click Finish.

Step 16 Log in to OAMP and choose Bulk Administration\File Transfer\VXMLApplications.

Step 17 Select the VXML Server to which you want to deploy the applications.

Step 18 Select the zip file that contains the applications.

Example:

Samplefile.zip

Step 19 Click Transfer.

Step 20 Right-click on the project and click Deploy, then click Finish.

Step 21 Using windows explorer, navigate to

%CVP_HOME%\VXMLServer\applications\RecordAgentGreeting

, open the project's admin folder and double-click deployApp.bat to deploy the application to the VXML Server.

Step 22 Verify that the application is running in the following path

%CVP_HOME%\VXMLServer\applications\RecordAgentGreeting\admin and double-click

status.bat. The application should display under Application Name and with the status Running.

Set Content Expiration in IIS (Windows 2012) in Media

Complete the following procedure to set content expiration in IIS on a Windows 2008 Server:

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Procedure

Step 1

Right-click My Computer on the desktop and select Manage.

Step 2

Select Server Manager > Roles > Web Server (IIS) > Internet Information Services (IIS) Manager.

Step 3

Select the default website and navigate to Features View.

Step 4

Double-click HTTP Response Headers.

Step 5

Under Actions, select Set Common Headers….

Step 6

On Set Common HTTP Response Headers, select Enable HTTP keep-alive and Expire Web content and set After 5 minutes.

Configure Unified CCE

Complete the following procedures for Unified CCE configuration:

Create Agent Greeting Play Script, on page 608

Create Agent Greeting Recording Script, on page 608

Import the Example Agent Greeting Scripts, on page 609

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Create Agent Greeting Play Script

A dedicated routing script plays the Agent Greeting. This script is invoked by the PlayAgent Greeting dialed number on the specific routing client. You must create the dialed number and associate it with a call type that executes the script.

Figure 72: Agent Greeting Play Script

Create Agent Greeting Recording Script

The Agent Greeting Recording script lets agents record a greeting. The agent desktop calls the script when an agent clicks the Record Agent Greeting button, prompting the agent to select which greeting to play or

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record. Create the dialed number RecordAgentGreeting for the specific routing client and associate it with a call type that then executes this script.

Figure 73: Agent Greeting recording script

Unified CCE Configuration for Record Agent Greeting

user.microapp.ToExtVXML : This is used twice in an Agent Greeting record script, the first time is to queue the Unified CVP Record Agent Greeting application and the second time is to tell the recording application where to save greeting files. Configure it as an array with size 3. Use the Unified CCE

Administration tool to ensure this variable includes Maximum Length as 100 and Enabled.

user.microapp.app_media_lib :This is required in Agent Greeting record and play scripts to specify the dedicated directory on the media server where your greeting audio files are stored. Maximum Length is 100 and Enabled.

user.microapp.input_type: This is required in Agent Greeting record scripts to limit the allowable input type to DTMF. Maximum Length is 100 and Enabled.

Note

To enable the ECC variables refer to

Configure Expanded Call Variable, on page 524

.

Import the Example Agent Greeting Scripts

To view or use the example Agent Greeting scripts, you must first import them into the Unified CCE Script.

Complete the following procedure to import the example Agent Greeting scripts:

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Procedure

Step 1

Launch Script Editor.

Step 2

Select File>Import Script and select the following scripts to import: a) Agent Greeting Play Script b) Agent Greeting Recording Script

The scripts will be located in the icm\bin directory on the data server (DS) node.

Step 3

Repeat for the remaining scripts.

Note

For Small Contact Center Deployment Model, Default Routing Scripts are available in the partners

Community. Download the Routing Scripts to the Desktop where ISE is Installed and Login as the

Sub Customer User into the ISE to perform the Step 2 and 3. To Download the Routing Script, see

Note

https://communities.cisco.com/docs/DOC-58859 .

For Small Contact Center Deployment Model ensure the resources used in this Routing script, like

Network VRU Scripts , ECC variables etc are specific to the sub customer.

Configure Call Types

Procedure

Step 1

Log into Unified CCDM Portal and select System Manager > Folder Tree Panel.

Step 2

Choose a folder to create the call type.

Step 3

Select Resource > Call Types.

Step 4

Create a call type to record agent greetings and enter RecordAgentGreeting as the name.

Step 5

Create a call type to play agent greetings and enter PlayAgentGreeting as the name.

Configure Dialed Numbers

Procedure

Step 1

Log into the Unified CCDM Portal and select System Manager > Folder Tree Panel.

Step 2

Select a folder to create the dialed number.

Step 3

Select Resource > Dialed Number.

Step 4

Create a dialed number to record agent greetings and enter RecordAgentGreeting as the name.

Step 5

Create a dialed number to play agent greetings and enter PlayAgentGreeting as the name.

Step 6

Complete the following for each dialed number: a) Choose Internal Voice for Routing type.

b) Retain the default domain value.

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c) Select the call type appropriate to the dialed number.

This helps to associate each number to its call type and to a script that will execute.

Schedule the Script

Procedure

Step 1

In the Script Editor ,select Script > Call Type Manager.

Step 2

From the Call Type Manager screen, select the Schedules tab.

Step 3

From the Call type drop-down list, select the call type to associate with the script; for example,

PlayAgentGreeting.

Step 4

Click Add and select the script you want from the Scripts box.

Step 5

Click OK twice to exit.

Deploy Agent Greeting

This chapter describes how to deploy and configure the Agent Greeting feature.

Agent Greeting Deployment Tasks

Procedure

Step 1

Ensure your system meets the baseline requirements for software, hardware, and configuration described in the System Requirements and Limitations section.

Step 2

Configure IIS and FTP on Media Server.

Step 3

In Unified CVP, add media servers, configure FTP connection information, and deploy the media servers.

Step 4

Configure a Unified CVP media server, if you have not already done so. See

Configure Unified CVP Media

Server, on page 362

.

Step 5

In Unified CVP Operations Console, republish the VXML Gateway.tcl scripts with updated Agent Greeting support. See

Republish the tcl scripts to VXML Gateway, on page 602

for Agent Greeting support.

Step 6

Set the cache size on the VXML Gateway. See

Set Cache Size on VXML Gateway, on page 603

.

Step 7

Record the voice prompts to play to agents when they record a greeting and to deploy the audio files to your media server, see

Create Voice Prompts for Recording Greetings, on page 604

.

Step 8

Configure Call Types, on page 610

to record and play agent greetings.

Step 9

Configure Dialed Numbers, on page 610

to record and play agent greetings.

Step 10

Schedule the Script, on page 611

Step 11 In Script Editor:

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• To use the installed scripts to record and play agent greetings, see

Import the Example Agent Greeting

Scripts, on page 609

.

Step 12

Modify the Unified CCE call routing scripts to use Play Agent Greeting script, on page 612

.

Modify the Unified CCE call routing scripts to use Play Agent Greeting script

For an Agent Greeting play script to run, you must add an AgentGreetingType Set Variable node to your existing Unified CCE call routing scripts: This variable's value is used to select the audio file to play for the greeting. Set the variable before the script node that queues the call to an agent (that is, the Queue [to Skill

Group or Precision Queue], Queue Agent, Route Select, or Select node).

Specify AgentGreetingType Call Variable

To include Agent Greeting in a script, insert a Set Variable node that references the AgentGreetingType call variable. The AgentGreetingType variable causes a greeting to play and specifies the audio file it should use.

The variable value corresponds to the name of the greeting type for the skill group or Precision Queue. For example, if there is a skill group or Precision Queue for Sales agents and if the greeting type for Sales is '5', then the variable value should be 5.

You can use a single greeting prompt throughout a single call type. As a result, use one AgentGreetingType set node per script. However, as needed, you can set the variable at multiple places in your scripts to allow different greetings to play for different endpoints. For example, if you do skills-based routing, you can specify the variable at each decision point used to select a particular skill group or Precision Queue.

Note

Only one greeting can play per call. If a script references and sets the AgentGreetingType variable more than once in any single path through a script, the last value to be set is the one that plays.

Use these settings in the Set Variable node for Agent Greeting:

• Object Type: Call.

• Variable: Must use the AgentGreetingType variable.

• Value: Specify the value that corresponds to the greeting type you want to play. For example: “2” or

“French”

â—¦You must enclose the value in quotes.

â—¦The value is not case-sensitive.

â—¦The value cannot include spaces or characters that require URL encoding.

Configure Unified Communications Manager

To enable Built-in Bridge, see

Enable or Disable the Built-in-Bridge , on page 588

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Configure Whisper Announcement

Complete the following procedures for Whisper Announcement configuration:

Configure Gateway, on page 613

Configure Unified CVP, on page 613

Configure Unified CCE, on page 614

Configure Gateway

Gateway uses two different dialed numbers for Whisper Announcement.

• 91919191 number calls the ring tone that the caller hears while the whisper plays to the agent

• 9191919100 number calls the whisper itself

Configure a dial peer for incoming number 9191919100 and 91919191 as follows: dial-peer voice 919191 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 Unified CVP

Configure the Whisper Announcement Service Dialed Numbers

Unified CVP uses two different dialed numbers for Whisper Announcement:

The first number calls the ring tone service that the caller hears while the whisper plays to the agent. The

Unified CVP default for this number is 91919191.

The second number calls the whisper itself. The Unified CVP default for this number is 9191919100.

For Whisper Announcement to work, your dial number pattern must cover both of these numbers. The easiest way to ensure coverage is through the use of wild cards such as 9191*. However, if you decide to use an exact dialed number match, then you must specify both 91919191 and 9191919100.

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Create Whisper Announcement Script

It is very important to deploy Whisper Announcement with the Call. Whisper Announcement variable and to set .wav file in your Unified CCE routing scripts.

Figure 74: Whisper Announcement Script

Configure Database Integration

Complete the following procedures for Database Integration configuration:

Configure Unified CVP, on page 614

Configure Unified CCE, on page 617

Note

Small Contact Center deployment model supports only CVP Database Integration.

Configure Unified CVP

Configure VXML Database Element

You need to configure Java Database Connectivity (JDBC) for VXML Database Element configuration.

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Complete the following procedures for JDBC configuration:

Install JDBC driver, on page 615

Add JNDI Context, on page 615

Configure VXML Studio Script, on page 616

Create ICM Script, on page 617

Install JDBC driver

Complete the following procedure to install the JDBC driver:

Procedure

Step 1

Download the .exe file for Microsoft JDBC Driver for SQL Server

Example:

1033\sqljdbc_3.0.1301.101_enu.exe

Step 2

Run the executable and install the .exe file in the location C:\temp\

Step 3

Copy the file C:\temp\sqljdbc_3.0\enu\sqljdbc4.jar to the Unified CVP VXML servers' folder

C:\Cisco\CVP\VXMLServer\Tomcat\common\lib

Add JNDI Context

Complete the following procedure to add the Java Naming and Directory Interface (JNDI) context configuration:

Procedure

Step 1

Go to the context.xml file located at C:\Cisco\CVP\VXMLServer\Tomcat\conf\context.xml file.

Step 2

Enter the JNDI name, SQL server address, SQL database name, username and password.

The following is an example of the SQL authentication context.xml file:

<Context>

<WatchedResource>WEB-INF/web.xml</WatchedResource>

<Manager pathname="" />

<Resource name="jdbc/dblookup" auth="Container" type="javax.sql.DataSource"

DriverClassName="com.microsoft.sqlserver.jdbc.SQLServerDriver" url="jdbc:sqlserver://<dblookupnode_ipaddress>:1433;databaseName=DBLookup;user=sa;password=sa"

>

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</Context>

Step 3

Perform following steps to restart VXML server services: a) Goto Run window and enter services.msc

command.

b) Select Cisco CVP VXML Server option.

c) Right-click and select Restart option.

Note

For small contact center agent deployment model , Resource name should be unique for each sub-customers. For example, Sub-cust1 Resource name = "jdbc/dblookup1" and Sub-cust2 Resource name = "jdbc/dblookup2".

Configure VXML Studio Script

Complete the following procedure to configure the VXML studio script:

Procedure

Step 1

Configure the following to create the VXML application with the database element.

a) Select single under Type.

b) Enter the database lookup name in JNDI Name.

c) Query SQL:

For example, select AccountNo from AccountInfo where CustomerNo = {CallData.ANI}

Where AccountNo - Value to be retrieved

AccountInfo - Table name

CustomerNo - condition to be queried

Data:

Create a database element with the following values:

Name - AccountNo

Value - {Data.Element.Database_01.AccountNo}

Step 2

Deploy the script to the local computer or to the remote computer (VXML call server directly) to create CVP

Subdialog return element.

Step 3

If you saved this to the local machine, copy the whole folder to the following location:

<Install dir>:\Cisco\CVP\VXMLServer\applications and deploy it using deployApp windows batch file located inside the admin folder of applications.

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Create ICM Script

Create an ICM script similar to the one shown in the following figure:

Figure 75: Sample Script with ICM database Lookup

Configure Unified CCE

Configure Unified CCE

Configure ICM Database Lookup

Complete the following procedure to configure ICM Database Lookup.

Procedure

Step 1

Select Enable Database Routing in Router options to edit Router setup for database lookup changes.

Step 2

Configure Database Lookup explorer:

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a) Click Start > All programs > Cisco Unified CCE Tools > Administration Tools > Configuration

Manager.

b) Open Tools > Explorer Tools > Database Lookup Explorer. c) Configure Script Table and Script Table Column as shown in the following example:

Script Table:

Name: AccountInfo

Side A: \\dblookup1\DBLookup.AccountInfo

Side B: <Update Side B of database here>

Description: <Provide description here> dblookup1 is external database server name, DBLookup is external database name, and AccountInfo is the table name.

Script Table Column:

Column name: AccountNo

Description: <Provide description here>

Step 3

Configure the following to change the registry settings in Unified CCE: a) Navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Cisco Systems, Inc. > ICM > <Instance

Name> > RouterA > Router > CurrentVersion > Configuration > Database registry.

Instance Name is the name of the Instance that is configured.

b) Set the SQLLogin registry key as shown in the following example:

Example:

\\dblookup1\DBLookup=(sa,sa)

Where DBLookup is the external database name and (sa,sa) are the SQL server authentication.

Step 4

Create the ICM script with the database lookup node with the respective table and lookup value.

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The following figure shows AccountInfo as the table name and Call.CallingLineID as the lookup value.

Figure 76: Example ICM Database Look Up

Configure Unified Mobile Agent

Configure Unified CCE, on page 620

Configure Unified Communications Manager, on page 620

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Configure Unified CCE

Complete the following procedure to configure Mobile Agent in Unified CCE:

Procedure

Step 1

Log in to CCDM.

Step 2

In System Manager under the tree panel folder, select a folder where you want to create the agent desktop.

Step 3

In the Tree panel folder, click Resource, and click Agent Desktop.

Step 4

Enter unique name of up to 32 characters for the record.

This name can use alphanumeric characters, periods, and underscores.

Step 5

Enter the mandatory fields such as Incoming Work mode, Outgoing Work mode, Wrap-up time, and other required fields.

Step 6

From Remote Agent Type drop-down list, select the required routing option.

Step 7

Click Save.

Enable Mobile Agent Option in CTI OS Server

Complete the following procedure to enable Mobile Agent option in CTI OS server:

Procedure

Step 1

Invoke the CTI OS Server setup.

Step 2

In Peripheral Identifier window, check Enable Mobile Agent check box, and select Mobile Agent Mode from the drop-down list.

Step 3

Repeat the above steps on both sides of CTI OS server.

Configure Unified Communications Manager

Perform the following to configure unified communications manager:

Configure CTI Port, on page 620

Tag CTI Ports as Contact Center Agent Lines, on page 623

Configure CTI Port

Ensure that directory numbers are added. See,

Add Directory Number Inventory, on page 580

.

Unified Mobile Agent needs two configured CTI Port pools on Unified Communications Domain Manager:

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• A local CTI port as the agent's virtual extension

• A network CTI port to initiate a call to the Mobile Agent's phone

Note

For 12000 agent deployment model, add CTI ports for all three CUCM clusters.

Complete the following procedure to configure CTI port:

Configure CTI Port as Provider or Reseller, on page 621

Configure CTI Port as Customer, on page 622

Configure CTI Port as Provider or Reseller

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider or reseller.

Step 2

Ensure that hierarchy is set to appropriate site

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click Add.

Step 5

In Phones tab: a) Enter Local CTI Port pool name in Device Name field, in LCPxxxxFyyyy format.

• LCP - identifies the CTI port as a local device

• xxxx - is the peripheral ID of the Unified Communication Manager PIM

• yyyy - is the local CTI Port b) Choose CTI Port from Product Type drop-down list.

c) Choose Calling Search Space from the drop-down list.

d) Choose Device Pool from the drop-down list.

e) Choose Location from the drop-down list.

Step 6

Goto Lines tab: a) Click Add icon in Lines panel.

b) Choose directory number from Pattern drop-down list, in Drin Panel.

c) Choose Route Partition Name from drop-down list.

Step 7

Click Save.

What to Do Next

Repeat the above steps to create Network CTI port. Enter Network CTI Port pool name in Device Name field, in RCPxxxxFyyyy format.

• RCP - identifies the CTI port as a network device

• xxxx - is the peripheral ID of the Unified Communication Manager PIM

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• yyyy - is the network CTI Port

Note

Local CTI port and Network CTI port should be same

Configure CTI Port as Customer

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as Customer admin.

Step 2

Ensure that hierarchy is set to appropriate site

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click Add.

Step 5

In Basic Information tab: a) Choose CTI Port from Product Type drop-down list.

b) Enter Local CTI Port pool name in Device Name field, in LCPxxxxFyyyy format.

• LCP - identifies the CTI port as a local device

• xxxx - is peripheral ID of the Unified Communication Manager PIM

• yyyy - is the local CTI Port c) Choose Calling Search Space from the drop-down list.

Step 6

Goto Advanced Infromation tab: a) Choose Device Pool from the drop-down list.

b) Choose Location from the drop-down list.

Step 7

Goto Lines tab: a) Click Add icon in Lines panel.

b) Choose directory number from Pattern drop-down list, in Drin Panel.

c) Choose Route Partition Name from drop-down list.

Step 8

Click Save.

What to Do Next

Repeat the above steps to create Network CTI port. Enter Network CTI Port pool name in Device Name field, in RCPxxxxFyyyy format.

• RCP - identifies the CTI port as a network device

• xxxx - is the peripheral ID of the Unified Communication Manager PIM

• yyyy - is the network CTI Port

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Note

Local CTI port and Network CTI port should be same

Tag CTI Ports as Contact Center Agent Lines

Before You Begin

Ensure CTI ports are added. See,

Configure CTI Port, on page 620

Note

For 12000 agent deployment model, the CTI port for all three CUCM clusters should be tagged.

Perform the below steps for both LCP and RCP CTI ports:

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure that hierarchy is set to appropriate level.

Step 3

Navigate Subscribe Management > Agent Lines

Step 4

Click Add.

Step 5

Choose Phones from Device Types drop-down list.

Step 6

Choose CTI Ports from Device Name drop-down list.

Step 7

Choose Line from the drop-down list.

Step 8

Choose Application User from drop-down list.

Step 9

Click Save.

Configure Outbound

Complete the following procedure to configure Outbound Dialer:

Configure Gateway, on page 624

Configure Unified CVP, on page 626

Configure Unified CCE, on page 626

Configure Unified Communications Manager, on page 640

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Configure Gateway

Note

• In small contact center agent deployment model customer can choose a dedicated or a shared outbound gateway. If it is shared gateway there should be a PSTN connectivity.

• Outbound Dialer do not support A-law, it is not recommended to configure the A-law under inbound dial-peer in the voice gateway.

Follow the below procedure to configure gateway/CUBE(E):

Procedure

Step 1

Create a voice encapsulation type with following voip parameters

Example:

voice service voip no ip address trusted authenticate mode border-element allow-connections sip to sip no supplementary-service sip refer supplementary-service media-renegotiate redirect ip2ip signaling forward none sip header-passing error-passthru asymmetric payload full options-ping 60 midcall-signaling passthru

!

Step 2

Default, CPA is enabled for gateway/CUBE(E). Otherwise, enable CPA for CUBE(E).

Example:

voice service voip cpa

Step 3

Create a voice codec class

Example:

voice class codec 1 codec preference 1 g729r8 codec preference 2 g711ulaw

Step 4

Create dial peer configuration to reach the customer PSTN number.

Example:

dial-peer voice 978100 voip session protocol sipv2 incoming called-number <Customer Phone Number Pattern> voice-class codec 1 voice-class sip rel1xx supported "100rel" dtmf-relay rtp-nte sip-kpml no vad dial-peer voice 97810 pots destination-pattern 97810[1-9]

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port 1/0:23 forward-digits all progress_ind alert enable 8

Step 5

Create dial peer configuration to reach the agent extension (VOIP)

Example:

dial-peer voice 40000 voip description ***To CUCM Agent Extension*** destination-pattern <Agent Extension Pattern to CUCM> session protocol sipv2 session target ipv4:<CUCM IP Address> voice-class codec<Codec Preference number> voice-class sip rel1xx supported "100rel" dtmf-relay rtp-nte no vad

!

Note

• In small contact center agent deployment model if customer opts for shared outbound gateway

, session target ip address should point to the Perimeta SBC signaling-address and port configured in the outbound gateway adjacency (SUBCUST1-CUBE-E-OUTBOUND-AGENT). See

Configure Adjacencies for Customer Instance, on page 487

.

• In 12000 agent deployment model dial peer needs to be created for all 3 CUCM clusters.

Step 6

Create dial peer configuration to reach CVP

Example:

dial-peer voice 99995 voip description ******To CVP for IVR OB***** destination-pattern 9999500T session protocol sipv2 session target ipv4:10.10.10.10

codec g711ulaw voice-class sip rel1xx disable dtmf-relay rtp-nte h245-signal h245-alphanumeric no vad

!

!

Note

In small contact center model if customer opts for dedicated outbound gateway , session target ip address should point to the Perimeta SBC signaling-address configured in the outbound gateway adjacency for IVR outbound call flow (SUBCUST1-CUBE-E-OUTBOUND-IVR). See

Configure

Adjacencies for Customer Instance, on page 487

.

Step 7

Configure Transcoding Profile for CUBE E:

Example:

dspfarm profile 4 transcode universal codec g729r8 codec g711ulaw codec g711alaw codec g729ar8 codec g729abr8 maximum sessions 250 associate application CUBE

!

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Configure Unified CVP

Configure Unified CVP

Add Outbound Configuration to an Existing Unified CVP Call Server

Complete the following procedure to add Outbound configuration to an existing Unified CVP Call Server.

Procedure

Step 1

Go to Unified CVP OAMP server and login to Operations console page.

Step 2

Click the Device Management tab and open Unified CVP Call Server from the menu.

Step 3

Open a Call Server and click the ICM tab and add DNIS.

DNIS number should match with the label configured in the Network VRU Explorer for Outbound in Unified

CCE.

Step 4

Click Save and deploy.

Step 5

Repeat Step 3 for all Call Servers.

Configure Unified CCE

Add Outbound Database Using ICMDBA Tool, on page 626

Configure Logger, on page 627

Configure Outbound Dialer, on page 627

Create Outbound PIM, on page 628

Configure SIP Outbound, on page 630

Install SIP Dialer Using Peripheral Gateway Setup, on page 638

Add DNP Host File, on page 639

Outbound Option Enterprise Data, on page 640

Add Outbound Database Using ICMDBA Tool

Complete this procedure for Side A only.

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Note

• For 500 and 1000 agent deployment perform the configurations on Unified CCE Data Server.

• For 4000 and small contact center agent deployment models perform the configurations on Unified

CCE Rogger.

• For 12000 agent deployment perform the configurations on Unified CCE logger

Procedure

Step 1

Select Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.

Step 2

Navigate to Server > Instance >Logger. Right-click on the logger that is installed and choose Create to create the Outbound database.

Step 3

In the Create Database dialog box, click Add to open the Add Device dialog box. Click Data. Choose the E drive. Leave the DB size with default value and clickOK to return to the Create Database dialog box.

Step 4

In the Add Device dialog box, Click Log. Choose the E drive. Leave the log size field with default value.

Click OK to return to the Create Database dialog box.

Step 5

In the Create Database dialog box, click Create; then click Start. When you see the successful creation message, click OK and then click Close.

Configure Logger

Procedure

Step 1

Launch the Web setup and login.

Step 2

Edit the Logger component.

Step 3

Goto Additional Options tab.

Step 4

Check Enable Outbound Option check box, in Outbound Option panel.

Configure Outbound Dialer

Note

The Dialer, MR PG, and MR PIM are pre-configured with the day one configuration database for

500,1000,4000 and 12000 deployment models. Steps 1 to 4 are specific to Small Contact Center only.

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Procedure

Step 1

On the Unified CCE Admin Workstation Server, navigate to Start > Cisco Unified CCE Tools >

Administration Tools > Configuration Manager .

Step 2

In Configuration Manager window, select Outbound> Dialer.

Step 3

Click Retrieve > Add and enter the following details:

• Enter the Dialer name.

• Enter the ICM Pheriperal Name.

• Enter Hangup Delay (1-10) value as 1 Sec

• Enter Port Throttle value as 10

Step 4

Click Save.

Step 5

Click the Port Map Selection tab to display the port map configuration.

Step 6

Click Add to configure a set of ports and their associated extensions.

Step 7

Click OK

Step 8

Click Save and Close.

Note

For different sub customers, the port and extension range can be same because separate dialer needs to be created for each sub customer.

Create Outbound PIM

Perform the following instructions to create outbound PIM:

Create Outbound PIM for 500 and 1000 Agent Deployment, on page 628

Create Outbound PIM for 4000 Agent Deployment, on page 628

Create Outbound PIM for Small Contact Center Deployment , on page 629

Create Outbound PIM for 12000 Agent Deployment, on page 630

Create Outbound PIM for 500 and 1000 Agent Deployment

To create Outbound PIM for 500 and 1000 Agent Deployment, see

Configure Media Routing Peripheral

Gateway, on page 330

.

Create Outbound PIM for 4000 Agent Deployment

• To create Outbound PIM for 4000 Agent Deployment in Agent PG1, See

Configure Multichannel and

Outbound PIM's 4000 Agent Deployment, on page 415

.

• To create Outbound PIM for 4000 Agent Deployment in Agent PG2, See

Configure Outbound PIM for

4000 Agent Deployment, on page 418

.

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Create Outbound PIM for Small Contact Center Deployment

Complete the following procedure to configure the outbound PIM.

Procedure

Step 1

Navigate Start > All programs > Cisco Unified CCE Tools>Peripheral Gateway Setup .

Step 2

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral

Gateway .

Step 3

In the Peripheral Gateway Properties dialog box: a) Check Production Mode.

b) Check Auto start system startup.

c) Check Duplexed Peripheral Gateway .

d) Choose <PGXXX> in the PG node Properties ID field.

e) Click the appropriate Side (Side A or Side B).

f) Add Media Routing to the selected types, under Client Type pane.

g) Click Next.

Step 4

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click

Add and configure PIM1 with the Client Type of Media Routing as follows a) Check Enabled.

b) Enter MR1 or a name of your choice, in the peripheral name field.

c) Refer PG explorer and enter the value in the Peripheral ID field.

d) Enter the IP address of Agent PG on Side A, in the Application Hostname(1) field.

e) Retain the default value in the Application Connection port (1).

f) Enter the IP address of Agent PG on Side B in the Application Hostname (2) field.

g) Retain the default value in the Application Connection port (2).

h) Enter 5 in the Heartbeat interval (sec) field.

i) Enter 10 in the Reconnect interval (sec) field and click OK .

Step 5

Refer to PG Explorer and Enter the value in the Logical Controller ID field.Leave all other fields with default values and click Next .

Step 6

In the Device Management Protocol Properties dialog box, configure as follows: a) Click Side A Preferred , if you are configuring Side A, or click Side B Preferred , if you are configuring

Side B.

b) Choose Call Router is local in the Side A Properties panel.

c) Choose Call Router is local in the Side B Properties panel.

d) Accept the default value in the Usable Bandwidth (kbps) field.

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e) Enter 4 in the Heartbeat Interval (100ms) field. Click Next .

Step 7

In the Peripheral Gateway Network Interface dialog box, enter the PG Private interface and PG Public (visible) interfaces. Click Next .

Step 8

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check

Enable QoS and click OK .This step applies only to Side A.

Step 9

Click the QoS button in the visible interfaces section. In the PG Visible Link QoS Settings, check Enable

QoS , click OK and click Next. This step applies only to Side A.

Step 10 Click Next and Finish.

Step 11 Click Exit Wizard.

Note

Do not start Unified ICM/CCNodeManager until all ICMcomponents are installed.

Create Outbound PIM for 12000 Agent Deployment

To create Outbound PIM for 12000 Agent Deployment, see

Configure Media Routing Peripheral Gateway for 12000 Agent Deployment, on page 447

.

Configure SIP Outbound

Add Import Rule, on page 630

Add Query Rule, on page 631

Add Campaign, on page 632

Create Admin Script, on page 634

Add Routing Script for Agent Based Campaign, on page 635

Add Routing Script for IVR Based Campaign, on page 636

Create Contact Import File, on page 636

Create Do Not Call List, on page 637

Add Import Rule

Procedure

Step 1

Goto Unified CCE Data Server or Unified CCE AW-HDS-DDS machine.

Step 2

Navigate to Configuration Manager > Outbound Option > Import Rule and click Retrieve.

Step 3

Click Add.

Step 4

In Import Rule General tab: a) Enter Import Name.

b) Choose Import Type from the drop-down list.

c) Enter Target Table Name.

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d) Browse Import File Path.

Note

• For the import type Contact, browse the Contact Import file. See,

Create Contact Import

File, on page 636

• For the import type Do Not Call, browse the Do Not Call List file. See,

Create Do Not Call

List, on page 637

e) Choose Comma Delimited option from Import Data Type panel.

f) Check Overwrite Table check box.

Note

During Campaign, do not use both Import File Path and Overwrite option. Otherwise, dialer becomes unavailable to access records.

Step 5

Goto Definition tab: a) Click Add.

b) Choose Standard Column Type from the drop-down list and retain the default values for remaining fields.

Step 6

Click Save.

Add Query Rule

Before You Begin

One or more Import rules must be defined. See

Add Import Rule, on page 630

Procedure

Step 1

Goto Unified CCE Data Server or Unified CCE AW-HDS-DDS machine.

Step 2

Navigate to Configuration Manager > Outbound Option > Query Rule and click Retrieve.

Step 3

Click Add.

Step 4

Enter Query Rule Name.

Step 5

Choose Import Rule from the drop-down list.

Step 6

Enter Rule Clause.

Step 7

Click Save.

What to Do Next

1

Goto Configuration Manager > Tools > List Tools > Call Tye List and add two call types; one for agent-based and another for IVR-based campaigns.

2

Goto Configuration Manager > Tools > List Tools > Dialed Number / Script Selector List and add two dialed numbers under Media routing domain. Map the dial numbers with the call types created in the previous step (one dial number for each call type).

3

Goto Configuration Manager > Tools > Explorer Tools > Skill Group Explorer and add a skill group under the call manger peripheral. Add a route for this skill group.

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4

Goto Configuration Manager > Tools > Explorer Tools > Agent Explorer and add an agent. Associate the agent with the skill group created in the previous step.

Add Campaign

Add Agent Based Campaign, on page 632

Add IVR Based Campaign, on page 633

Add Agent Based Campaign

Procedure

Step 1

Goto Unified CCE Data Server or Unified CCE AW-HDS-DDS machine.

Step 2

Navigate to Configuration Manager > Outbound Option > Camaign and click Retrieve.

Step 3

Click Add.

Step 4

Enter Campaign Name.

Step 5

Goto Campaign Purpose tab: a) Choose Agent Based Campaign option.

b) Check Enable IP AMD check box.

c) Choose Transfer to Agent option.

Step 6

Goto Query Rule Selection tab and click Add: a) Choose Query Rule Name from the drop-down list and click OK.

Step 7

Goto Skill Group Selection tab: a) Choose appropriate CUCM PG from Peripheral drop-down list, click Retrieve.

b) Choose Skill Group from the drop-down list.

c) Enter Overflow Agents per Skill value.

d) Enter Dialed number.

e) Enter Records to cache value.

f) Enter Number of IVR Ports.

g) Click OK.

Step 8

Goto Call Target tab, choose Daylight Savings Zone from the drop-down list.

Step 9

Click Save.

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Add IVR Based Campaign

Procedure

Step 1

Goto Unified CCE Data Server or Unified CCE AW-HDS-DDS machine.

Step 2

Navigate to Configuration Manager > Outbound Option > Camaign and click Retrieve.

Step 3

Click Add.

Step 4

Enter Campaign Name.

Step 5

Goto Campaign Purpose tab: a) Choose Tranfer to IVR Campaign option.

b) Check Enable IP AMD check box.

c) Choose Transfer to IVR Route Point option.

Step 6

Goto Query Rule Selection tab and click Add: a) Choose Query Rule Name from the drop-down list and click OK.

Step 7

Goto Skill Group Selection tab: a) Choose appropriate CUCM PG from Peripheral drop-down list, click Retrieve.

b) Choose Skill Group from the drop-down list.

c) Enter Overflow Agents per Skill value.

d) Enter Dialed number.

e) Enter Records to cache value.

f) Enter Number of IVR Ports.

g) Click OK.

Step 8

Goto Call Target tab, choose Daylight Savings Zone from the drop-down list.

Step 9

Click Save.

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Create Admin Script

Figure 77: Create Admin Script

Configure Core Component Integrated Options

For more information, see Outbound Option Guide .

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Add Routing Script for Agent Based Campaign

Figure 78: Add Routing Script for Agent Based Campaign

Configure Unified CCE

For more information, see Outbound Option Guide .

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Add Routing Script for IVR Based Campaign

Figure 79: Add Routing Script for IVR Based Campaign

Configure Core Component Integrated Options

Configure the following for IVR based campaign:

Procedure

Step 1

Open Network VRU Explorer Tool from Configuration Manager tool. Add a label (label should match with the DNIS value configured in CVP call server) to the existing Network VRU of type 10 and select Media

Routing type as "Outbound" from drop down list.

Step 2

Add IVR Based Campaign, on page 633

.

What to Do Next

Create Contact Import File, on page 636

Create Do Not Call List, on page 637

Create Contact Import File

When creating a contact import file, observe the format you designed according to the database rules set up in Import Rule Definition Tab Page.

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The following example assumes that you have contact information with AccountNumber, FirstName, LastName, and Phone column types.

Procedure

Step 1

Using a text editor, create a text file that contains the information for these fields.

Step 2

Enter an account number, first name, last name, and phone number for each entry on a new line.

Use either Comma Delimited or Fixed Length, as defined on the Import Rule General Tab Page.

Step 3

Save the text file to the local server.

The following is an example of a contact import file in the comma-delimited format:

6782,Henry,Martin,2225554444

3456,Michele,Smith,2225559999

4569,Walker,Evans,2225552000

The following is the same example in Fixed Format with the following column definitions:

• Custom - VARCHAR(4)

• FirstName - VARCHAR(10)

• LastName - VARCHAR(20)

• Phone - VARCHAR(20)

6782Henry Martin

3456Michele Smith

4569Walker Evans

2225554444

2225559999

2225552000

Create Do Not Call List

When creating a Do_Not_Call list file, format it correctly using the following instructions.

Procedure

Step 1

Using a text editor, create a text file that contains all the do-not-call phone numbers.

Step 2

Enter a phone number for each Do Not Call entry on a new line.

Step 3

Observe the following characteristics for each Do Not Call entry:

• Each phone number can be a maximum of 20 characters long.

• The Do Not Call table can support up to 60 million entries, but note that the information is stored in memory in the Campaign Manager process.

• Each Do Not Call entry uses 16 bytes of memory, so 60 million entries would require approximately 1 gigabyte of memory (960 million bytes) on the Logger Side A platform.

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Step 4

Save the text file to the local server.

The following is an example of a Do_Not_Call list:

2225554444

2225556666

2225559999

To add a customer to this list, import a Do Not Call list.

The Campaign Manager reads the Do Not Call import files. Dialing List entries are marked as Do Not Call entries only when the Campaign Manager fetches the Dialing List entry and only when there is an exact,

digit-for-digit match. This allows Do Not Call imports to happen while a Campaign is running without rebuilding the Dialing List.

Note

If the Dialing List includes a base number plus extension, this entry must match a Do Not Call entry for that same base number and same extension. The dialer will not dial the extension.

When the Campaign Manager starts it automatically imports from the DoNotCall.restore file that is stored in the <drive>\icm\<instance>\la\bin directory. When reading Do Not Call import files, the Campaign Manager appends the data to the DoNotCall.restore file. This restore file allows recovery of Do Not Call records after the Campaign Manager stops unexpectedly or for planned maintenance, such as a Service Release installation.

The restore file can grow to approximately 1 GB if 60 million DNC records are imported, each having ten-digit numbers plus five-digit extensions. Sufficient disk space must be available on LoggerA to store the

DoNotCall.restore file.

Note

To clear the Do Not Call list, import a blank file with the Overwrite table option enabled.

Install SIP Dialer Using Peripheral Gateway Setup

Complete this procedure for both Side A and Side B.

Note

• For 500 and 1000 agent deployment perform the configurations on Unified CCE Call Server.

• For 4000 and 12000 agent deployment perform the configurations on Unified CCE Agent PG.

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Procedure

Step 1

Select Start > All Programs > Cisco Unified CCE Tools >Peripheral Gateway Setup.

Step 2

Click Add under Instance Component, then click Outbound Dialer to add the dialer.

Step 3

On the Outbound Dialer properties page, ensure that the SIP radio button is checked and then click Next.

Step 4

In the SIP Dialer Name field, type the SIP dialer name exactly as it is configured in the Dialer tool under configuration manager.

Step 5

In SIP Server Type, ensure that Cisco voice Gateway is selected.

Step 6

Provide the Outbound gateway IP in the SIP Server field and click Next.

Note

In small contact center agent deployment model if customer opts for shared outbound gateway

,outbound gateway ip address should point to the Perimeta SBC signaling-address and port configured in the sip outbound dialer adjacency (SUBCUST1-SIP-OUTBOUND-DIALER ). See

Configure

Adjacencies for Sub Customer Instance, on page 490

. Otherwise, enter the dedicated outbound gateway ip address and port details.

Step 7

In the Campaign Manager Server field, provide the following IP address.

• For 500/1000 agent deployment enter the Unified CCE Data server side A IP address.

• For SCC/4000 agent deployment enter the Unified Rogger side A IP address.

• For 12000 agent deployment enter the Unified Logger Side A IP address.

Step 8

In the CTI Server A field, provide the A side CTIOS server IP Address; in the CTI Server Port A field, enter

42027 as the port number.

Step 9

In the CTI Server B field, provide the B side CTIOS server IP address; in the CTI Server Port B field, enter

43027 as the port number.

Step 10 Leave all other field as default and click Next. In the following window that opens, click Next to complete the install.

Add DNP Host File

Complete this procedure to add DNP Host file.

Procedure

Step 1

In the C drive of the virtual machine where dialer is installed, navigate to \icm\customerInstanceName\Dialer directory.

Step 2

Modify the DNP Host file for static route mapping.

The format for a static route is wildcard pattern, IP address or hostname of the Gateway that connects to the dialer, description.

Example :

7????? (Dial pattern), 10.86.227.144 (gateway ip) , calls to agent extensions

Note

Repeat these steps for each sub customer

Dialer.

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Outbound Option Enterprise Data

In order for Outbound Option enterprise data to appear in the Cisco Agent Desktop Enterprise Data window, the administrator must edit the Default layout to include some or all Outbound Option variables. These variables are prefixed with “BA.” (Edit the default enterprise data layout in the Cisco Desktop Administrator.)

• BAAccountNumber

• BABuddyName

• BACampaign

• BADialedListID

• BAResponse

• BAStatus

• BATimeZone

Note

To enable the ECC variables, See

Configure Expanded Call Variable, on page 524

. The BAStatus field is required. All other BA fields are optional for Progressive and Predictive modes. In Preview mode, the

Skip button will not work if BADialedListID is not enabled.

• The BABuddyName field is required, if you want to see the customer’s name being called.

• If a call is part of a Preview dialing mode campaign, the first letter in the BAStatus field entry is a P. If a call is part of a Direct Preview dialing mode campaign, the first letter in the BAStatus field entry is a

“D.”

Configure Unified Communications Manager

Add Normalization Script, on page 640

Configure Trunk towards the Outbound Gateway, on page 641

Add Normalization Script

This script is needed to disable Ringback during Transfer to Agent for SIP calls.

Procedure

Step 1

Log in to Unified Communications Manager Administration page.

Step 2

Navigate to Devices > Device Settings > SIP Normalization Scripts.

Step 3

Click Add New.

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Configure Post Call Survey

Displays SIP Normalization Script page.

Step 4

Enter Name of the script.

Step 5

Enter the following script in Content field:

M = {} function M.outbound_180_INVITE(msg) msg:setResponseCode(183, "Session in Progress") end return M

Step 6

Keep default values for remaining fields.

Step 7

Click Save.

Configure Trunk towards the Outbound Gateway

To configure trunk towards the outbound gateway, see

Add SIP Trunks, on page 572

. While updating SIP

info tab:

Procedure

Step 1

Enter IP address of outbound gateway in Address IPv4 field.

Step 2

Choose newly added Normalization Script from the drop-down list.

Note

In Small Contact Center deployment model if customer chooses for shared outbound gateway, enter

Perimeta SBC signaling-address in Address IPv4 field and select the same port that is configured in the CUCM adjacency (SUBCUST1-CUCM-PUB). See,

Configure Adjacencies for Sub Customer

Instance, on page 490

.

Configure Post Call Survey

Complete the following procedures to configure post call survey:

Configure Unified CVP, on page 641

Configure Unified CCE, on page 642

Configure Unified CVP

Complete the following procedure to configure Unified CVP.

Procedure

Step 1

Log in to the Operations Console and choose System > Dialed Number Pattern.

Step 2

Enter the following configuration settings to associate incoming dialed numbers with survey numbers:

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Dialed Number Pattern - Enter the appropriate dialed number.

The incoming Dialed Number for calls being directed to a Post Call Survey Dialed. This is the Dialed

Number you want to redirect to the survey.

Enable Post Call Survey for Incoming Calls - Select to enable post call survey for incoming calls.

Survey Dialed Number Pattern - Enter the dialed number of the Post Call Survey. This is the dialed number to which the calls should be transferred to after the normal call flow completes.

• Click Save to save the Dialed Number Pattern.

Step 3

Click Deploy to deploy the configuration to all Unified CVP Call Server devices.

Configure Unified CCE

Configure ECC Variable

You need not configure Unified CCE to use Post Call Survey, however, you can turn the feature off (and then on again) within an ICM script by using the ECC variable user.microapp.isPostCallSurvey and a value of n or y (value is case insensitive) to disable and re-enable the feature.

Configure the ECC variable to a value of n or y before the label node or before the Queue to Skillgroup node.

This sends the correct value to Unified CVP before the agent transfer. This ECC variable is not needed to initiate a Post Call Survey call, but you can use it to control the feature when the Post Call Survey is configured using the Operations Console.

When the DN is mapped in the Operations Console for Post Call Survey, the call automatically transfers to the configured Post Call Survey DN.

Complete the following procedure to enable or disable the Post Call Survey:

Procedure

Step 1

On the Unified ICM Administration Workstation, using configuration manager, select the Expanded Call

Variable List tool.

Step 2

Create a new ECC Variable with Name:user.microapp.isPostCallSurvey.

Step 3

Set Maximum Length to 1.

Step 4

Select the Enabled check box then click Save.

Configure a-Law Codec

Configure the following in Cisco HCS core components to support a-law codec:

Configure Gateway, on page 643

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Configure Gateway

Configure Unified CVP, on page 645

Configure Unified Communication Manager, on page 646

Configure Gateway

Configure Ingress Gateway, on page 643

Configure VXML Gateway, on page 644

Configure Ingress Gateway

Procedure

Step 1

Add the voice class codec 1 to set the codec preference in dial-peer: voice class codec 1 codec preference 1 g729r8 codec preference 2 g711alaw

Example:

dial-peer voice 70021 voip description Used for Switch leg SIP Direct preference 1 max-conn 225 destination-pattern xxxx...... # Customer specific destination session protocol sipv2 session target ipv4:###.###.###.### # IP Address for Unified CVP 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 2

Modify the dial-peer to specify the codec explicitly for a dial-peer: dial-peer voice 9 voip description For Outbound Call for Customer destination-pattern <Customer Phone Number Pattern> session protocol sipv2 session target ipv4:<Customer SIP Cloud IP Address> session transport tcp voice-class sip rel1xx supported "100rel" voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 10 voip description ***To CUCM Agent Extension For Outbound*** destination-pattern <Agent Extension Pattern to CUCM> session protocol sipv2 session target ipv4:<CUCM IP Address> voice-class sip rel1xx supported "100rel" dtmf-relay rtp-nte codec g711alaw

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Configure Gateway

Configure VXML Gateway

Procedure

Modify the following dial-peer to specify the codec explicitly for a dial-peer: dial-peer voice 919191 voip description Unified CVP SIP ringtone dial-peer service ringtone incoming called-number 9191T voice-class sip rel1xx disable dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 929292 voip description CVP SIP error dial-peer service cvperror incoming called-number 9292T voice-class sip rel1xx disable dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 7777 voip description Used for VRU leg #Configure VXML leg where the incoming called service bootstrap incoming called-number 7777T dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 5 voip description for SIP TTS Media Call preference 1 session protocol sipv2 session target ipv4: <ASR primary server IP> destination uri tts voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 6 voip description for SIP ASR Media Call preference 1 session protocol sipv2 session target ipv4: <TTS primary server IP> destination uri asr voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte

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codec g711alaw no vad dial-peer voice 7 voip description for SIP TTS Media Call preference 2 session protocol sipv2 session target ipv4: <ASR secondary server IP> destination uri tts voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte codec g711alaw no vad dial-peer voice 8 voip description for SIP ASR Media Call preference 2 session protocol sipv2 session target ipv4: <TTS secondary server IP> destination uri asr voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte codec g711alaw no vad

Configure Unified CVP

Unified CVP does not require any specific configuration in OAMP.

You must convert the following files to A-law:

1

C:\inetpub\wwwroot\en-us\app

2

C:\inetpub\wwwroot\en-us\app\ag_gr

3

C:\inetpub\wwwroot\en-us\sys

4

C:\Cisco\CVP\OPSConsoleServer\GWDownloads in OAMP server

5

C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio

6

C:\inetpub\wwwroot\en-us\VL (optional, applicable only for RSM)

Note

• After converting the files in the OAMP server, access the Unified CVP OAMP page to upload the newly converted A-law files to the gateway.

• If gateways are previously used for u-law, then restart the gateway to clear the u-law files in the gateway cache.

Complete the following procedure to convert mu-law audio files to a-law format:

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Procedure

Step 1

Copy the wav file from Unified CVP to your local desktop.

Step 2

Go to All programs > Accessories > Entertainment.

Step 3

Open the Sound Recorder.

Step 4

Select File and click Open.

Step 5

Browse for the mu-law audio file and click Open.

Step 6

Go to Properties.

Step 7

Click Convert Now.

Step 8

Select CCITT A-Law from Format.

Step 9

Click OK.

Step 10 Select Files > Save As and provide a filename.

Step 11 Copy the new a-law format file into the following directory of media server:

C:\inetpub\wwwroot\en-us\app

Enable Recording for Agent Greeting and Courtesy Callback

Complete the following procedure to enable recording for Agent Greeting and Courtesy Callback.

Procedure

Step 1

Open the call studio and go to the callback entry application.

Step 2

Double-click app.callflow.

Step 3

Go to Record Name element settings and change the File Type to other (default is wav).

Step 4

Set the MIME type to audio/x-alaw-basic.

Step 5

Set the File extension as wav

Step 6

Open the RecordAgentGreeting application and double-click app.callflow.

Step 7

Go to Record Greeting With Confirm element settings and change the File Type to other (default is wav).

Step 8

Set the MIME type to audio/x-alaw-basic.

Step 9

Set the File extension as wav.

Step 10 Validate, save, and deploy the application.

Step 11 Restart the Unified CVP services.

Configure Unified Communication Manager

Complete the following procedure to provision a-Law through Cisco Unified Communications Manager:

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Procedure

Step 1

Login to the Cisco Unified Communication Manager Administration page.

Step 2

Navigate to System > Service Parameter.

Step 3

Choose publisher server from Server drop-down list.

Step 4

Choose Cisco CallManager (Active) from Service drop-down list.

Step 5

In ClusterWide Parameters (System - Location and region), choose Enabled for All Devices from G.711

A-law Codec Enabled drop-down list.

Step 6

Choose Disable from following drop-down lists:

G.711 mu-law Codec Enabled

G.722 Codec Enabled

iLBC Codec Enabled

iSAC Codec Enabled

Step 7

Click Save.

Configure Unified CM Based Silent Monitoring

Perform the following steps to configure unified CM based silent monitoring:

• Enable Built-in Bridge. See,

Enable or Disable the Built-in-Bridge , on page 588

Add Monitoring Calling Search Space for the device, on page 647

Add Monitoring Calling Search Space for the device

Before You Begin

Ensure that agent phones are added. See,

Add Phones, on page 581

.

Note

During CTIOS Server installation, for IPCC Silent Monitor Type, select CCM Based.

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Configure Music On Hold

Procedure

Step 1

Log in to Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Add Calling Search Space for monitoring purpose. See,

Add Class of Service, on page 585

.

Step 3

Edit Lines, choose newly added Calling Search Space from the drop-down list. See,

Edit Lines, on page

581 .

Step 4

Click Save.

Configure Music On Hold

Configure Unified Communication Manager

A Unified Communications Manager Music On Hold (MoH) server can generate MoH stream from an audio file or a fixed source. Either of this can be transmitted as unicast or multicast.

MoH server can be deployed in two modes.

1

Along with Unified CM on the same server for HCS deployments with less than 1250 users in a CM

Cluster.

2

As standalone node (TFTP/MoH Server) for HCS deployments with more than 1250 users in a CM Cluster

Configure Music On Hold Server Audio Source, on page 648

Set up Service Parameters for Music on Hold, on page 649

Set up Phone Configuration for Music on Hold, on page 649

Configure Music On Hold Server Audio Source

Procedure

Step 1

Login to Cisco Unified Communications Manager Administration page.

Step 2

Select Media Resources > Music On Hold Audio Source.

Step 3

Retain the default sample audio source.

Step 4

Select Initial Announcement from drop down list (optional).

Step 5

Click Save.

Step 6

Perform the following steps to create new Audio Source.

a) Click Add New.

b) Select MOH audio stream number from the drop down list.

c) Select MOH audio source file from the drop down list.

d) Enter the MOH source name .

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e) Choose Initial Announcement from the drop-down list.

f) Click Save.

Set up Service Parameters for Music on Hold

Procedure

Step 1

Login to Cisco Unified Communications Manager Administration page.

Step 2

Select System > Service Parameters.

Step 3

Select the MoH server from the drop-down list .

Step 4

Select the app service from Cisco IP Voice Media Streaming App Service drop-down list.

Step 5

Select the required codec in the Supported MOH Codecs field and click Ok.

Step 6

Click Save.

Set up Phone Configuration for Music on Hold

Procedure

Step 1

Login to Cisco Unified Communications Manager Administration page.

Step 2

Select Device > Phone.

Step 3

Select the phone to configure MOH.

Step 4

Select a audio source from User Hold MOH Audio Source drop-down list.

Step 5

Select a audio source from Network Hold MOH Audio Source drop-down list.

Step 6

Click Save and click Apply and reset the phone.

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C H A P T E R

13

Install and Configure Optional Cisco Components

SPAN-Based Monitoring, page 651

Unified CCE AW-HDS-DDS, page 653

Cisco RSM, page 654

Cisco MediaSense, page 672

Cisco Unified SIP Proxy , page 688

Avaya PG, page 705

Cisco Virtualized Voice Browser, page 711

SPAN-Based Monitoring

Install SPAN based Silent Monitoring, on page 651

SPAN-Based Silent Monitoring Configuration , on page 652

Install SPAN based Silent Monitoring

Procedure

Step 1

Mount the Cisco CCE CTI ISO image.

Step 2

Run setup.exe file to install SPAN based Silent Monitoring.

Step 3

On CTIOS Silent Monitoring Service page, Click Yes to stop CTIOS Silent Monitor process

Step 4

In Software License Agreement page Click Yes and click Continue.

Step 5

Enter the MR patch browse location and click Next.

If you do not know the MR patch browser location, leave the filed blank and click Next.

Step 6

In Choose Destination Location page, browse to the directory where you want to install and click Next.

Step 7

Enter the following information in the Cisco CTIOS Silent Monitor - Install Shield Wizard:

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SPAN-Based Silent Monitoring Configuration

a) Host Name\IP Address: Host Name of the silent monitor server.

b) Port: Enter the port number 42228 on which the Silent Monitor Service listens for incoming connections.

c) Check Silent Monitor Server: Select this to allow the Silent Monitor Service to monitor multiple Mobile

Agents simultaneously.

d) Enter peer(s) information: Select this if this Silent Monitor Service is part of a cluster of Silent Monitor

Services.

Step 8

Click Next.

Step 9

On CTIOS Silent Monitor page, do not check Enable Security. Click OK.

Step 10 Click Finish to complete the installation.

SPAN-Based Silent Monitoring Configuration

Configurations for SPAN from Gateway , on page 652

Configurations for SPAN from Call Manager, on page 653

Configurations for SPAN from Gateway

This section describes the additional configuration required for Mobile Agent deployment:

1

For Mobile Agents, the voice path crosses the Public Switched Telephone Network (PSTN) and two gateways.

One gateway control calls from customer phones. The other gateway controls calls from agents, known as agent gateway.

In a Mobile Agent deployment, the Silent Monitor service uses a SPAN port to receive the voice traffic that passes through the agent gateway. This requires the computer running the Silent Monitor service to have two NIC cards; one to handle communications with clients and another to receive all traffic spanned from the switch.

For example, if the agent gateway is connected to port 1 and the NIC (on the Silent Monitor Server that receives SPAN traffic) is connected on port 10, use the following commands to configure the SPAN session: monitor session 1 source interface fastEthernet0/1 monitor session 1 destination interface fastEthernet0/10

2

To deploy Silent Monitoring for the Mobile Agent, there must be two gateways; one gateway for agent traffic and another for caller traffic.

If you use one gateway for both agent and caller traffic, the voice traffic does not leave or cross the agent gateway and therefore cannot be silently monitored.

For example, agent-to-agent and consultation calls between Mobile Agents share the same gateway and cannot be silently monitored. Most Mobile Agent deployments only allow silent monitoring for calls between agents and customers.

3

Install Silent Monitor service on the supervisors desktop, but you need not configure Silent Monitor service for the Mobile Agents. You must configure the agent to use one or more Silent Monitor Servers in the

CTI OS Server setup program.

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Unified CCE AW-HDS-DDS

4

Agents who are both mobile and regular agents require at least two profiles.

The profiles for regular agents do not contain any Silent Monitor service information.

The profiles for Mobile Agents, contains information used to connect to a Silent Monitor Server.

Silent Monitor Service Clusters

If more than one agent gateway is present in the call center and an agent can use either gateway to log in, cluster the Silent Monitor services to support Silent Monitor as follows.

1

Deploy a separate silent monitor server for each gateway.

2

Configure a SPAN port for each silent monitor server as described in the previous section.

3

Run the Silent Monitor server installer to install and configure two Silent Monitor servers as peers.

4

Configure the following to set up a connection profile to instruct the agent desktops to connect to one of the peers:

a

Check the Enter peers information check box.

b

Enter the IP address of the other silent monitor service in the Hostname/IP address.

Configurations for SPAN from Call Manager

Span from Call Manager is recommended for small agent contact center only as in this deployment model

CUCM software resources are being used .

Before You Begin

To Span from CUCM ensure that SM server should be on the same blade as CUCM. Ensure that CUCM uses its own mtp resources ,when the agent is logged into a phone across a gateway.

This requires the computer running the Silent Monitor service to have two NIC cards; one to handle communications with clients and another to receive all traffic spanned from the nexus.

Procedure

Use the following commands to configure the LOCAL SPAN session in nexus : monitor session 1 description LOCAL-SPAN source interface Vethernet76 both where : Vethernet76 is the interface of CUCM(used for spanning) on the switch.

Unified CCE AW-HDS-DDS

To install Unified CCE AW-HDS-DDS, see

Create Golden Template for Unified CCE AW-HDS-DDS, on

page 269 and to configure see

Configure Unified CCE AW-HDS-DDS, on page 409

.

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Cisco RSM

Cisco RSM

Create Golden Template for Cisco Remote Silent Monitoring, on page 654

Configure Cisco RSM, on page 656

Create Golden Template for Cisco Remote Silent Monitoring

Follow this sequence of tasks to create the golden template for the Cisco RSM server.

After each task, return to this page to mark the task “done” and continue the sequence.

Sequence

1

Done?

Tasks Notes

Download

HCS-CC_11.0(1)_CCE-RSM_vmv9_v1.0.ova

.

See

Open Virtualization

Format Files, on page 54

.

2 Create the virtual machine for the Cisco RSM server.

3

5

6

7

8

9

Install Microsoft Windows Server

Install antivirus software.

Install the JTAPI Client.

Configure SNMP Traps for Cisco RSM

Install the Cisco RSM server.

Convert the virtual machine to a template.

Follow the procedure

Create

Virtual Machines, on page

251 .

Follow the procedure

Install Microsoft Windows

Server 2012 R2 Standard

Edition, on page 252

.

Follow the procedure

Install

Antivirus Software, on

page 253 .

Follow the procedure

Install the JTAPI Client, on page

655 .

Follow the procedure

Configuring SNMP Traps for Cisco RSM, on page

656

Follow the procedure

Install the Cisco RSM Server , on

page 655 .

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

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Create Golden Template for Cisco Remote Silent Monitoring

After you create all golden templates, you can run the automation process (

Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Cisco RSM server on the destination system. See

Configure Cisco RSM, on page 656

.

Install the JTAPI Client

Complete the following procedure to install JTAPI on the Cisco RSM server.

Procedure

Step 1

Start the Unified Communications Manager Administration application in a browser.

Step 2

Login using the administrator credentials.

Step 3

Navigate to Application > Plugins and then click Find.

Step 4

Download the Cisco JTAPI 32-bit Client for Windows.

Step 5

Install the downloaded file and accept all the default settings.

Note

• In the Cisco TFTP IP Address text-box enter the CUCM Subscriber IP Address.

• For Small Contact Center agent deployment model this is optional as RSM needs to be connected to multiple sub customer CUCM clusters

Install the Cisco RSM Server

Complete the following procedure to install the Cisco RSM Server.

Procedure

Step 1

Mount the Cisco RSM ISO image to the virtual machine. For more information, see

Mount and Unmount ISO

Files, on page 787

.

Step 2

Run the setup.exe file to install the RSM server.

The RSM installer program starts and it displays the Cisco Remote Silent Monitoring(RSM) InstallShield window.

Step 3

Click Next.

It displays the Licence Agreement page.

Step 4

In the Licence Agreement page, accept the License. Click Next.

Step 5

In the service Login Information page, provide the administrator credentials of RSM Virtual machine. Click

Next.

Step 6

In the Launch Configuration Settings page, click Exit from the setup. Click Yes on the pop-up window.

Step 7

Click Finish.

What to Do Next

Configure RSM, on page 658

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Configuring SNMP Traps for Cisco RSM

Simple Network Management Protocol (SNMP) traps may be raised from Cisco RSM by configuring Windows to send selected events to an SNMP monitor. This is achieved using a Windows utility called evntwin.exe.

This utility converts events written to the Windows Event log into SNMP traps that are raised and forwarded by the Windows SNMP service to an SNMP management tool.

Complete the following procedures to configure SNMP traps for use with Cisco RSM:

Configure SNMP Service for Trap Forwarding, on page 207

Configure SNMP Agent in MIB , on page 656

Configure SNMP Agent in MIB

The following information is to connect the RSM SNMP Agent and to root the MIB Object.

RSM SNMP Agent Connection: < RSM Server IP >:33161

RSM SNMP Agent Root OID: .1.3.6.1.4.1.9.9.2776 - ciscoRSMMIB

Configure Cisco RSM

Configure Cisco RSM for 500 and 1000 Agent Deployment, on page 657

Configure Cisco RSM for 4000 Agent Deployment, on page 665

Configure Cisco RSM for Small Contact Center Deployment, on page 669

Configure Cisco RSM for 12000 Agent Deployment, on page 668

Configure Cisco RSM for A-Law Codec, on page 672

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Configure Cisco RSM

The following figure shows the configuration topology for Remote Silent Monitoring.

Figure 80: Cisco Remote Silent Monitoring Configuration Topology

Configure Cisco RSM for 500 and 1000 Agent Deployment

Configure the Cisco RSM (Remote Silent Monitoring) Server for 500 and 1000 agent deployment in the distributed mode, in the following order:

Required Software

Configure RSM

Tasks

Set RSM Configuration Settings for 500 and 1000

Agent Deployment, on page 658

Configure Gateway

Configure Unified CVP

Configure Unified CCE

Configure JTAPI Client Preferences, on page 660

Edit Registry Settings, on page 660

Set Up the VXML Gateway, on page 660

Upload RSM Prompts, on page 661

Integrate the CVP Call Flow, on page 661

Call Flow Deployment, on page 662

Set the Agent Target Rule, on page 663

Create the Supervisor Login Account, on page 664

Create Routing Script for RSM, on page 664

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Required Software

Configure Unified Call Manager

Tasks

Configure Simulated Phone, on page 665

Set Up the Login Pool Simphone , on page 665

Create RSM Application User , on page 767

Configure RSM

Set RSM Configuration Settings for 500 and 1000 Agent Deployment

Procedure

Step 1

Complete the Mail Server configuration settings: a) Choose Start > CiscoRSM > RSM Configuration Manager.

b) Check Send Email Alert checkbox.

c) Enter the Host Name/IP address of the mail server in Mail Server Host Name/IP text box.

d) Enter the email port number in Port text box.

e) Enter the sender email ID in Sender Email Address text box.

f) Enter the receiver email ID in Receiver Email Address text box.

g) Click Next.

Step 2

Complete the Miscellaneous configuration settings: a) Enter 1800 in Problem Call Minimum Duration text box.

b) Enter 4 in Problem Call Min Holds text box.

c) Enter 3600 in Max Stale Call Duration text box.

d) Set blank value for CTI OS Trace Mask.

e) Select INFO from the Log Level drop down list for VL Engine.

f) Enter 8080 in HTTP Listen Port text box for VL Engine.

g) Enter 480 in the Audio Buffer Len To VRU text box for PhoneSim.

Note

The default value of Audio Buffer Len to VRU is 160, for CVP environment the value is set to

480.

h) Select INFO from the Log Level drop down list for PhoneSim.

i) Enter 29001 in HTTP Listen Port text box for PhoneSim.

j) Enter 29554 in RTSP Listen Port text box for PhoneSim.

k) Select the RTSP u-law for Audio Encoding from the drop down list for Phonesim.

l) Select No from the Do HTTP Chunked Transfers drop down list for PhoneSim.

m) Enter the IP Address of RSM server in the Host Data IP text box.

n) Click Next.

Step 3

Define Cluster configuration settings:

These settings are used to configure each Unified Communications Manager cluster with the agents to be monitored by RSM.

a) Click Add Cluster b) Enter a cluster name in ClusterN_Name text box.

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Note

Name should be alphanumeric.

c) Enter 5 in No. of Login Pool Simphones text box.

d) Enter 60 in No. of Monitoring Phones text box. (this is to monitor 60 concurrent).

e) Enter 5000 in the Peripheral ID text box.

f) Enter the rsmuser in JTAPI Username text box.

g) Enter the rsmuser password in JTAPI Password text box.

h) Enter the first MAC address to use for auto-generation of MAC range for simphone device names in Start

MAC Range text box.

i) Enter the first extension number to use for auto-generation of line extension range for simphone DNs in

Start Line Num Range text box.

Note

1

Line extension ranges must not overlap between clusters. Correlates to

ClusterN_PhoneSim_StartMACRange value.

2

The Start Line Num Range should be between 4 to 15 digits.

j) Select TCP from the SIP Transport drop down list.

k) Click Next.

Step 4

Define Unified Communications Manager configuration settings: a) Enter the host name / IP address of CUCM1 server(Subscriber1) in Host Name/IP text box.

b) Enter CUCM1 port as 5060 in Port text box.

c) Enter the host name / IP address of CUCM2 server(Subscriber 2) in Host Name/IP text box.

d) Enter CUCM2 port as 5060 in Port text box.

e) Click Next.

Step 5

In UCCE Integration page select UCCE integrate with CTIOS OR UCCE integrate with CTI a) If UCCE Integration with CTIOS is selected, perform the following instructions:

1

Enter the host name / IP address of CTIOS 1A in CTIOS 1A Host Name/IP.

2

Enter 42028 in CTIOS 1A Port text box.

3

Enter the host name / IP address of CTIOS 1B in CTIOS 1B Host Name/IP.

4

Enter 42028 in CTIOS 1B Port text box.

5

Click Next.

a) If UCCE Integration with CTI is selected, perform the following instructions:

1

Enter the host name / IP address of CTI 1A in CTI 1A Host Name/IP.

2

Enter 42027 in CTI 1A Port text box.

3

Enter the host name / IP address of CTI 1B in CTI 1B Host Name/IP.

4

Enter 43027 in CTI 1B Port text box.

5

Click Next.

Step 6

Click Next and Check Start PhoneSim Service and Start VLEngine Service check boxes.

Step 7

Click Finish.

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Configure JTAPI Client Preferences

Procedure

Step 1

Choose Start > All Programs > Cisco JTAPI and click Cisco Unified Communications Manager JTAPI

Preferences.

Step 2

Click Language tab.

Step 3

Select English from the Select Language drop-down list.

Step 4

Enter the TFTP Server IP Address.

Step 5

Click OK.

Edit Registry Settings

RSM requires numeric supervisor accounts, so that users can log in through the telephone. However, Unified

CCE supervisor agent accounts are also Active Directory user accounts and an Active Directory security policy can prevent numeric-only accounts. To resolve this issue, modify the "VLEngine_PassPrefix" parameter.

Procedure

Step 1

Access the Registry Editor, Start > Run > regedit.

Step 2

Navigate to HKEY_Local_Machine > Software > Wow6432Node > Cisco Systems, Inc. > Remote Silent

Monitoring.

Step 3

SetVLEngine_PassPrefix with a string that prepends the password before it submits for CTI OS Validation.

For Example: If "VLEngine_PassPrefix" String is set to RSM1RSM and you want a supervisor to log in with

PIN 1234, then set supervisor's password to RSM1RSM1234.

Note

The valid values are any string of letters, numbers, and valid password symbols (no whitespace and control characters).

Configure Gateway

Set Up the VXML Gateway

RSM is supported on any VXML gateway models and versions of Cisco IOS supporting CVP. The

Ingress/VXML gateway can be shared between RSM and other features.

To set up the VXML gateway for RSM, make sure that the IVR prompt memory is at least 8 Mb, by issuing the ivr prompt memory 8000 command.

Note

If the gateway is shared with RSM along with other features, the gateway performance reduces by 20%.

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Configure Unified CVP

Upload RSM Prompts

Procedure

Step 1

Navigate to your media server directory, at C:\inetpub\wwwroot\en-us\, and create a new directory labeled

VL.

Step 2

Navigate to your RSM server and copy prompts.zip from C:\ CiscoRSM\callflows and unzip the contents into the VL directory of the media server.

Step 3

Right-click the VL directory, then click Properties.

Step 4

Click the Security tab, click Advanced and click Change Permission.

Step 5

Select Include inheritable permission from object's parent and Replace all child object permission with

inheritable permissions from this object check-boxes.

Step 6

Click OK and click Yes on the windows security pop up window.

Step 7

Open your web browser and navigate to the VL directory of your media server, that is http://<SERVER

IP>/en-us/VL. Ensure that the prompt files are listed and accessible.

Integrate the CVP Call Flow

Procedure

Step 1

Navigate to the C:\CiscoRSM\callflows\vxml-cvp folder on the RSM server.

Step 2

Copy all the contents from the folder to a directory that can be accessed by the desktop machine hosting Cisco

Unified Call Studio software (for example, C:\RSM-Callflow).

Step 3

Launch the Call Studio. Navigate to File> Import> Call Studio>Existing Call Studio Project in the menu bar to import the RSM project into the workspace and click Next.

Step 4

Browse the vxml-cvp folder and click Finish.

Step 5

Navigate to the DoLogin page in the Callflow Editor Navigator pane for RSM Project.

Step 6

Select the SetBaseSessionVars element, and then click Data under Element Configuration.

Step 7

Modify the VoiceXML Variable settings for RSM Project as follows:

Note

Ensure that you click Update after modifying the variable settings below; else, the fields will be set with default values.

VL_VLENGINE_HOSTNAME— Hostname or IP address of the server running on VLEngine service.

VL_VLENGINE_PORT— Port number used by the VLEngine service. Port value is 8080.

VL_PHONESIM_HOSTNAME— Hostname or IP address of the server running on PhoneSim service.

Value is same as VL_VLENGINE_HOSTNAME.

VL_PHONESIM_RTSP_PORT— RTSP port number used by PhoneSim service. This is usually

29554.

VL_PHONESIM_HTTP_PORT— HTTP port number used by PhoneSim service. This is usually

29001.

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MAX_NUM_LOGIN_ATTEMPTS— Maximum number of failed login attempts allowed before RSM disconnects user.

CVP_MEDIASVR_AUDIO_PATH— Points to the URL path where RSM prompts are uploaded (for example, /en-us/VL).

Note

This path, and the Path component specified in the RSM CVP project's Audio Settings - Default

Audio Path URL text field, should be identical.

CVP_MEDIASVR_HOSTNAME— Hostname or IP address of the CVP media server with RSM prompts, as found in the /en-us/VL directory.

MAIN_MENU_TIMEOUT— Time, in seconds. This is usually 12 seconds.

CVP_VXMLSVR_HOSTNAME—Hostname or IP address of the server running on VXML server.

CVP_VXMLSVR_PORT—Port number used by the VXML server.

CVP_MEDIASVR_PORT—Port number of the media server domain. This is usually port 80.

MONITOR_NEWEST_REPOLL_PERIOD—Time, in seconds, before monitoring any new agent conversations. This value is normally set to 4 seconds.

MONITOR_NEWEST_PROMPT_TO_END_EVERYN—Number of pollings before the progress prompt is stated to the caller (that is, “System is still busy. Press any key to return to main menu or continue to hold.”). This value is normally set to 3.

SUPERVISOR_LOGIN_TIMEOUT—Time out for Supervisor Login. This value is normally set to

1500.

Step 8

Click Save to save the RSM Project.

Step 9

Right-click RSM Project in the navigator pane then click Properties.

Step 10 Under Call Studio, click Audio Settings.

Step 11 Navigate to the Default Audio Path URI text field and enter the VL directory on your media server, for example, http://<cvp_media_server_IP_address>/en-us/VL

. Click OK.

Step 12 Repeat the above steps to create RSM project for each CVP Server in your deployment.

Note

For small contact center deployment, repeat the steps 1 through 11 for creating unique RSM projects for each sub customer in each CVP server.

Call Flow Deployment

Once the call flow script is installed on the CVP server, it must be deployed for use by CVP VXML Server.

Perform the procedure to deploy the call flow script.

Note

Deploy the VXML script in all the CVP boxes with the appropriate CVP_VXMLSVR_HOSTNAME

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Procedure

Step 1

Open Cisco Unified Call Studio.

Step 2

Right-click RSM Project in the navigator pane, then click Deploy.

Step 3

Select Archive File radio button.

Step 4

Browse to the loction where you want to save the VXML Application file.

Step 5

Click Finish. The call flow script will be saved at the specified location.

Step 6

Open the CVP OAMP portal.

Step 7

Navigate to Bulk Administration > File Transfer > VXML application.

Step 8

Choose the desired CVP VXML servers from Available to Selected and browse the VXML application file that you saved in step 4.

Step 9

Click Transfer and click File Transfer Status to check the status.

Step 10 Go to the SCC-CVP-SVR-A server and navigate to the C:\Cisco\CVP\VXMLServer\applications\RSM\admin

Directory in CVP call server, then double-click the deployApp.bat file. The batch file is executed in a separate

DOS window.

Step 11 Enter Y for yes when prompted to deploy the application. The call flow script is now accessible from the CVP

VXML Server.

Step 12 Configure the appropriate micro applications on your VXML gateway (VXML Gateway dial peers, Unified

Communication Manager route patterns, and so on) so they can access the script.

Configure Unified CCE

Set the Agent Target Rule

Note

Ignore this procedure, if Unified CCE Day 1 configuration includes the Extension range.

Procedure

Step 1

From the Administration Workstation (AW), click Start > All Programs > Configuration Manager.

Step 2

Expand Tools, then expand List Tools. Double-click Agent Targeting Rule.

Step 3

Click Retrieve to return a list of all existing agent targets in the environment.

Step 4

Highlight the existing agent targeting rule. Under extension ranges click Add. A blank extension range section appears.

Step 5

Add the range of extension, that is the DN and then click OK.

Step 6

Click Save.

Note

In 4000 deployment there are two CUCM PGs configured according to CUCM application user.

ATRs are configured based on CUCM PG. Therefore, two ATRs are pre-configured as a part of load base configuration and extensions should be added to ATRs based on the Application user.

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Create the Supervisor Login Account

You must create a new account for each supervisor who will be using RSM, according to your current CTI

OS supervisor/agent accounts. If CTI OS authentication is used, separate supervisor agent accounts must be created in the Unified CCE environment, to allow dialed-in supervisors to log in to the system.

To create a supervisor login account, follow this procedure

Create an Agent, on page 508

Note

1

Check the Supervisor check box and ensure that the supervisor password should meet AD Password

Policy.

2

Ensure that the agent password is numeric of any length.

3

Ensure that the Supervisor is added to Team List.

Create Routing Script for RSM

The following Routing Scripts are used for Cisco RSM.

Figure 81: Routing Scripts used for Cisco RSM

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Configure Unified Communication Manager

Configure Simulated Phone

Before You Begin

You must determine the number of simulated phones ( also called as simphones) to assign to each Unified

Communication Manager cluster. Each cluster must have a number of simphones greater than or equal to the maximum number of agents that will be simultaneously monitored through RSM for the cluster. This section provides the following information:

• Configure the simphone device dependencies

• Create the simphone devices

Perform the following steps to add new cluster in RSM:

Create Simphone Device Dependencies

Perform the below steps to create Simphone device dependencies:

Configure Cisco Unified CM Group, on page 578

Add Regions, on page 584

Add Device Pool, on page 579

Create Simphone Device

Perform the below steps to create Simphone devices:

Add Phones, on page 581

• Disable Built-in Bridge see,

Enable or Disable the Built-in-Bridge , on page 588

Set Up the Login Pool Simphone

The first five simphone devices that are created for each cluster are automatically assigned to the VLEngine login pool. The login pool performs a test login to CTI OS when a caller is authenticated by RSM, to support the VLEngine authentication mechanism. Because CTI OS logins are performed on these simphone devices, they must be associated with the pguser account on each Unified Communications Manager cluster. They must also have Cisco Unified Intelligent Contact Management Enterprise device targets created.

What to Do Next

Create RSM Application User , on page 767

• Associate first five phones to application user. see,

Associate Phone to Application User, on page 586

.

Configure Cisco RSM for 4000 Agent Deployment

Configure the Cisco RSM (Remote Silent Monitoring) Server for 4000 agent deployment in the distributed mode, in the following order:

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Required Software

Configure RSM

Configure Gateway

Configure Unified CVP

Configure Unified CCE

Configure Unified Call Manager

Tasks

Set RSM Configuration Settings for 4000 and 12000

Agent Deployment, on page 666

Configure JTAPI Client Preferences, on page 660

Edit Registry Settings, on page 660

Set Up the VXML Gateway, on page 660

Upload RSM Prompts, on page 661

Integrate the CVP Call Flow, on page 661

Call Flow Deployment, on page 662

Set the Agent Target Rule, on page 663

Create the Supervisor Login Account, on page 664

Create Routing Script for RSM, on page 664

Configure Simulated Phone, on page 665

Set Up the Login Pool Simphone , on page 665

Create RSM Application User , on page 767

Set RSM Configuration Settings for 4000 and 12000 Agent Deployment

Procedure

Step 1

Complete the Mail Server configuration settings: a) Choose Start > CiscoRSM > RSM Configuration Manager.

b) Check Send Email Alert check box.

c) Enter the Host Name/IP address of the mail server in Mail Server Host Name/IP text box.

d) Enter the email port number in Port text box.

e) Enter the sender email ID in Sender Email Address text box.

f) Enter the receiver email ID in Receiver Email Address text box.

g) Click Next.

Step 2

Complete the Miscellaneous configuration settings: a) Enter 1800 in Problem Call Minimum Duration text box.

b) Enter 4 in Problem Call Min Holds text box.

c) Enter 3600 in Max Stale Call Duration text box.

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d) Set blank value for CTI OS Trace Mask.

e) Select INFO from the Log Level drop down list for VL Engine.

f) Enter 8080 in HTTP Listen Port text box for VL Engine.

g) Enter 480 in the Audio Buffer Len To VRU text box for PhoneSim.

Note

The default value of Audio Buffer Len to VRU is 160, for CVP environment the value is set to

480.

h) Select INFO from the Log Level drop down list for PhoneSim.

i) Enter 29001 in HTTP Listen Port text box for PhoneSim.

j) Enter 29554 in RTSP Listen Port text box for PhoneSim.

k) Select the RTSP u-law for Audio Encoding from the drop down list for Phonesim.

l) Select No from the Do HTTP Chunked Transfers drop down list for PhoneSim.

m) Enter the IP Address of RSM server in the Host Data IP text box.

n) Click Next.

Step 3

Define first Cluster configuration settings:

These settings are used to configure the Unified Communications Manager cluster with the agents to be monitored by RSM.

a) Click Add Cluster b) Enter a cluster name in ClusterN_Name text box.

Note

Name should be alphanumeric.

c) Enter 5 in No. of Login Pool Simphones text box.

d) Enter 60 in No. of Monitoring Phones text box. (this is to monitor 60 concurrent).

e) Enter 5000 in the Peripheral ID text box.

f) Enter the rsmuser1 in JTAPI Username text box.

g) Enter the rsmuser1 password in JTAPI Password text box.

h) Enter the first MAC address to use for auto-generation of MAC range for simphone device names in Start

MAC Range text box.

i) Enter the first extension number to use for auto-generation of line extension range for simphone DNs in

Start Line Num Range text box.

Note 1

Line extension ranges must not overlap between clusters. Correlates to

ClusterN_PhoneSim_StartMACRange value.

2

The Start Line Num Range should be between 4 to 15 digits.

j) Select TCP from the SIP Transport drop down list.

k) Click Next.

Step 4

Define Unified Communications Manager configuration settings for first cluster: a) Enter the host name / IP address of CUCM1 server(Subscriber1) in Host Name/IP text box.

b) Enter CUCM1 port as 5060 in Port text box.

c) Enter the host name / IP address of CUCM2 server(Subscriber 2) in Host Name/IP text box.

d) Enter CUCM2 port as 5060 in Port text box.

e) Click Next.

Step 5

In UCCE Integration page select UCCE integrate with CTI a) Enter the host name / IP address of CTI 1A in CTI 1A Host Name/IP.

b) Enter 42027 in CTI 1A Port text box.

c) Enter the host name / IP address of CTI 1B in CTI 1B Host Name/IP d) Enter 43027 in CTI 1B Port text box.

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e) Click Next.

Step 6

Define second Cluster configuration settings:

These settings are used to configure the Unified Communications Manager cluster with the agents to be monitored by RSM.

a) Click Add Cluster b) Enter a cluster name in ClusterN_Name text box.

Note

Name should be alphanumeric.

c) Enter 5 in No. of Login Pool Simphones text box.

d) Enter 60 in No. of Monitoring Phones text box. (this is to monitor 60 concurrent).

e) Enter 5001 in the Peripheral ID text box.

f) Enter the rsmuser2 in JTAPI Username text box.

g) Enter the rsmuser2 password in JTAPI Password text box.

h) Enter the first MAC address to use for auto-generation of MAC range for simphone device names in Start

MAC Range text box.

i) Enter the first extension number to use for auto-generation of line extension range for simphone DNs in

Start Line Num Range text box.

Note

1

Line extension ranges must not overlap between clusters. Correlates to

ClusterN_PhoneSim_StartMACRange value.

2

The Start Line Num Range should be between 4 to 6 digits.

j) Select TCP from the SIP Transport drop down list.

k) Click Next.

Step 7

In UCCE Integration page select UCCE integrate with CTI a) Enter the host name / IP address of CG 2A in CTI 1A Host Name/IP.

b) Enter 42027 in CTI 1A Port text box.

c) Enter the host name / IP address of CG 2B in CTI 1B Host Name/IP.

d) Enter 43027 in CTI 1B Port text box.

e) Click Next.

Step 8

Check Start PhoneSim Service and Start VLEngine Service check boxes.

Step 9

Click Finish.

Note

For 12000 agent deployment model, repeat the steps from step 3 to add new clusters.

Configure Cisco RSM for 12000 Agent Deployment

Configure the Cisco RSM (Remote Silent Monitoring) Server for 12000 agent deployment in the distributed mode, in the following order:

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Required Software

Configure RSM

Configure Gateway

Configure Unified CVP

Configure Unified CCE

Configure Unified Call Manager

Tasks

Set RSM Configuration Settings for 4000 and 12000

Agent Deployment, on page 666

Configure JTAPI Client Preferences, on page 660

Edit Registry Settings, on page 660

Set Up the VXML Gateway, on page 660

Upload RSM Prompts, on page 661

Integrate the CVP Call Flow, on page 661

Call Flow Deployment, on page 662

Set the Agent Target Rule, on page 663

Create the Supervisor Login Account, on page 664

Create Routing Script for RSM, on page 664

Configure Simulated Phone, on page 665

Set Up the Login Pool Simphone , on page 665

Create RSM Application User , on page 767

Configure Cisco RSM for Small Contact Center Deployment

Configure the Cisco RSM (Remote Silent Monitoring) Server for Small Contact Center deployment in the distributed mode, in the following order.

Note

Each Sub customer will have Individual RSM configured.

Required Software

Configure RSM

Tasks

Set RSM Configuration Settings for Small Contact

Center Deployment, on page 670

Configure Gateway

Configure JTAPI Client Preferences, on page 660

Edit Registry Settings, on page 660

Set Up the VXML Gateway, on page 660

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Required Software

Configure Unified CVP

Configure Unified CCE

Configure Unified Call Manager

Tasks

Upload RSM Prompts, on page 661

Integrate the CVP Call Flow, on page 661

Call Flow Deployment, on page 662

Set the Agent Target Rule, on page 663

Create the Supervisor Login Account, on page 664

Create Routing Script for RSM, on page 664

Configure Simulated Phone, on page 665

Set Up the Login Pool Simphone , on page 665

Create RSM Application User , on page 767

Set RSM Configuration Settings for Small Contact Center Deployment

Procedure

Step 1

Complete the Mail Server configuration settings: a) Choose Start > CiscoRSM > RSM Configuration Manager.

b) Check Send Email Alert check box.

c) Enter the Host Name/IP address of the mail server in Mail Server Host Name/IP text box.

d) Enter the email port number in Port text box.

e) Enter the sender email ID in Sender Email Address text box.

f) Enter the receiver email ID in Receiver Email Address text box.

g) Click Next.

Step 2

Complete the Miscellaneous configuration settings: a) Enter 1800 in Problem Call Minimum Duration text box.

b) Enter 4 in Problem Call Min Holds text box.

c) Enter 3600 in Max Stale Call Duration text box.

d) Set blank value for CTI OS TraceMask.

e) Select INFO from the Log Level drop down list for VL Engine.

f) Enter 8080 in HTTP Listen Port text box for VL Engine.

g) Enter 480 in the Audio Buffer Len To VRU text box for PhoneSim.

Note

The default value of Audio Buffer Length to VRU is 160, for CVP environment the value is set to 480.

h) Select INFO from the Log Level drop down list for PhoneSim.

i) Enter 29001 in HTTP Listen Port text box for PhoneSim.

j) Enter 29554 in RTSP Listen Port text box for PhoneSim.

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k) Select the RTSP u-law for Audio Encoding VRU from the drop down list for Phonesim.

l) Select No from the Do HTTP Chunked Transfers drop down list for PhoneSim.

m) Enter the IP Address of RSM server in the Host Data IP text box.

n) Click Next.

Step 3

Define Cluster configuration settings:

These settings are used to configure the Unified Communications Manager cluster with the agents to be monitored by RSM.

a) Click Add Cluster b) Enter a cluster name in ClusterN_Name text box.

Note

• Name should be alphanumeric.

• N represents the cluster number.

c) Enter 5 in No. of Login Pool Simphones text box.

d) Enter 10 in No. of Monitoring Phones text box. (this is to monitor 10 concurrent).

e) Enter the Peripheral ID of Agent PG in thePeripheral ID text box.

f) Enter the rsmuser in JTAPI Username text box.

g) Enter the rsmuser password in JTAPI Password text box.

h) Enter the first MAC address to use for auto-generation of MAC range for simphone device names in Start

MAC Range text box.

i) Enter the first extension number to use for auto-generation of line extension range for simphone DNs in

Start Line Num Range text box.

Note 1

Line extension ranges must not overlap between clusters. Correlates to

ClusterN_PhoneSim_StartMACRange value.

2

The Start Line Num Range should be between 4 to 15 digits.

j) Select TCP from the SIP Transport drop down list.

k) Click Next.

Step 4

Define Unified Communications Manager configuration settings for the cluster: a) Enter the host name / IP address of CUCM1 server(Publisher) in Host Name/IP text box.

b) Enter CUCM1 port as 5060 in Port text box.

c) Enter the host name / IP address of CUCM2 server(Subscriber 1) in Host Name/IP text box.

d) Enter CUCM2 port as 5060 in Port text box.

e) Click Next.

Step 5

Select UCCE Integration with CTI in UCCE Integration window and enter the following: a) Enter the host name / IP address of Agent PG 1A in CTI 1A Host Name/IP .

b) Enter 42027 in CTI 1A Port text box.

c) Enter the host name / IP address of Agent PG 1B in CTIOS 1B Host Name/IP.

d) Enter 43027 in CTI 1B Port text box.

e) Click Next.

Step 6

Check Start PhoneSim Service and Start VLEngine Service check boxes.

Step 7

Click Finish.

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Cisco MediaSense

Configure Cisco RSM for A-Law Codec

Configure RSM, on page 672

Configure Gateway, on page 672

Configure Unified CVP, on page 672

Configure Unified Communications Manager, on page 672

Configure RSM

For more information about configuring Cisco RSM, see

Configure RSM, on page 658

.

Note

Ensure that you select rtsp-alaw for Miscellaneous configuration settings (Step 2-k) in RSM configuration.

Configure Gateway

For more information, see

Configure Gateway, on page 643

.

Configure Unified CVP

For more information, see

Configure Unified CVP, on page 645

.

Configure Unified Communications Manager

Configure Service Parameters, on page 672

Configure Regions, on page 583

Configure Service Parameters

For more information, see

Configure Unified Communication Manager, on page 646

.

Cisco MediaSense

Create Golden Template for Cisco MediaSense, on page 672

Automated Cloning and OS Customization, on page 300

Configure Cisco MediaSense, on page 673

Create Golden Template for Cisco MediaSense

Follow the below sequence of tasks to create the golden template for Cisco MediaSense. After each task, return to this page to mark the task "done" and continue the sequence:

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Sequence

1

2

3

4

Done?

Tasks Notes

Download cms_11.0_vmv8_v1.0.ova

.

See

Open Virtualization

Format Files, on page

54 .

Create the virtual machine from the OVA.

Follow the procedure that is documented in,

Create

Virtual Machines, on

page 251 .

Install Cisco MediaSense.

Follow the procedure for installing VOS applications for golden templates. See

Install

Unified Communications

Voice OS based

Applications, on page

264 .

Convert the virtual machine to a Golden

Template.

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After creating all the golden templates, you can run the automation process

Automated Cloning and OS

Customization, on page 300

. After you run the automation process, you can configure Cisco MediaSense on the destination system. See

Configure Cisco MediaSense, on page 673

.

Configure Cisco MediaSense

Cisco MediaSense Primary, on page 673

Cisco MediaSense Secondary, on page 676

Configure MediaSense Forking, on page 678

Cisco MediaSense Primary

Configure Cisco MediaSense Primary, on page 674

Complete Setup for Primary Server, on page 674

Configure Incoming Call, on page 675

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Configure Cisco MediaSense Primary

Before You Begin

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. For more information, see

Configure DNS Server, on

page 437 .

Procedure

Step 1

Ensure that Connect at Power On is checked for the network adapters and the floppy drive and click OK.

Step 2

Power on the Primary. 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.

Step 3

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.

Step 4

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: c1sco@123

• Application UserName: Administrator

• Default Password for Application User: c1sco@123

• Sftp password: c1sco@123

• IPSec password: c1sco@123

After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the

VM.

Complete Setup for Primary Server

Follow this procedure to complete the setup for the primary server in any MediaSense deployment:

Procedure

Step 1

After you complete the installation procedure, the system automatically restarts. Sign in to MediaSense

Administration for the primary server. (https://<server>:8443/oraadmin)

Welcome screen of the MediaSense First Server Setup wizard is displayed.

Step 2

When you are ready to proceed, click Next.

The Service Activation screen is displayed.

Step 3

The system internally verifies the IP address of this server and automatically begins enabling the MediaSense feature services in this server. Wait until all the features services show as enabled in the Service Activation window. After all the services are successfully enabled, click Next.

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After you click Next, the AXL Service Provider screen appears.

Step 4

Enter the AXL service provider (IP address) and the AXL administrator username and password in the respective fields for the Unified CM that should communicate with MediaSense and click Next, the Call

Control Service Provider screen appears. The AXL authentication allows you to enter the Unified CM cluster and retrieve the list of Unified CM servers within that cluster.

The AXL administrator username may not be same as the Unified CM Administrator username for that cluster.

Make sure to add the username for the AXL Administrator to the Standard Unified CM Administrators group and “Standard AXL API Access” roles in Unified CM.

Step 5

Select and move the Unified CM IP address for Call Control Service from Available Call Control Service

Providers window to Selected Call Control Service Providers window and click Next.

Step 6

The MediaSense Setup Summary window appears with successfully configured services. Click Done to complete the initial setup for the primary server.

When you finish the post-installation process for any MediaSense server, you must access the Unified CM server for your deployment and you will need to configure the SIP trunk, route pattern, route group, route list, recording profile and end user.

You have now completed the initial setup of the primary server for MediaSense.

Before you install MediaSense on a secondary server or an expansion server, you must configure details for these servers on the primary server. You configure details for these servers using the MediaSense Administration user interface.

Step 7

Login to MediaSense Administration > API User Configuration

Step 8

Select the available Unified CM User and add it to MediaSense API Users list.

Using this user you can login to Search and Play.

What to Do Next

Configure Incoming Call, on page 675

.

Configure Incoming Call

Procedure

Step 1

Login to Cisco MediaSense Administration page.

Step 2

Goto Incoming Call Configuration page.

Step 3

Click Add.

Step 4

Enter recording profile number created in CUCM in Address field.

Step 5

Choose Record from Action drop-down list.

Step 6

Click Save.

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Cisco MediaSense Secondary

Before You Begin

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. See

Configure DNS Server, on page 437

.

Procedure

Step 1

Ensure that Connect at Power on is checked for the network adapters and the floppy drive and click OK.

Step 2

Power on the Secondary. 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.

Step 3

Click the Console tab for the VM. Log in to the secondary machine, using the credentials for the Administration

User. The machine opens to the CLI interface.

Step 4

Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive.

During the customization of the secondary node, the username and the password are modified as follows. The customer should change the password.

• Default Password for OS Administrator: cisco@123

• Application UserName: Administrator

• Default Password for Application User: cisco@123

• Sftp password: c1sco@123

• IPSec password: c1sco@123

After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for theVM.

Add Secondary Node

Procedure

Step 1

Login to the web portal of MediaSense

Step 2

From the System menu on the left, select MediaSense Server Configuration.

Step 3

In the MediaSense Server Configuration screen, click Add MediaSense Server.

The Add MediaSense Server screen in the primary node opens.

Step 4

If your installation uses DNS suffixes, enter the hostname of the server that you want to add.

Step 5

If your installation does not use DNS suffixes, enter the IP address of the server that you want to add.

Step 6

Enter the description of the server that you want to add (Optional).

Step 7

Enter the MAC address of the server that you want to add (Optional).

Step 8

Click Save.

Step 9

Click Back to MediaSense Server List.

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MediaSense displays a confirmation message. You see the configuration details of the server that you added in the MediaSense Server List.

Note

You can not assign the server type in this web page. You can assign the server type only during the post-installation procedure. Between the time that a new server is added to the MediaSense Server list and until the time that its post-installation is successfully completed, the type for the new server remains unknown.

Configure Cisco MediaSense Secondary

Before You Begin

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. See

Configure DNS Server, on page 437

.

Procedure

Step 1

In the client computer where the automation tool was run, navigate to

C:\GoldenTemplateTool_10\PlatformConfigRepository\MediaSense

.

Step 2

Copy the file named MEDIASENSE_SECONDARY_platformConfig.xml.

Step 3

Paste it to another location and rename it to platformConfig.xml.

Step 4

Launch WinImage and select File > New > 1.44 MB and click OK.

Step 5

Drag and drop platformConfig.xmlinto 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.

Step 6

Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.

Step 7

Navigate to the Configuration tab and in the storage section right click on the Datastore and choose Browse

Datastore.

Step 8

Create the folder CMS_SEC and upload platformConfig.flp to it.

Step 9

Edit the Virtual Machine settings for the Unified Communications Manager Subscriber VM.

Step 10 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 CMS_SEC folder on the data store.

Step 11 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.

Step 12 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.

Step 13 After you complete the installation 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.

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After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the

VM.

Complete Setup for Secondary Server

Follow this procedure to complete the setup for the secondary server in any MediaSense deployment:

Procedure

Step 1

After you complete the installation procedure of the previous section, the system restarts automatically and you must sign in to MediaSense Administration for secondary servers. When you sign in, the Welcome screen of the MediaSense Secondary Server Setup wizard appears.

Step 2

When you are ready to proceed, click Next.

You determine the type of server in this Welcome screen.

Select the server type Secondary and click Next. The Service Activation screen is displayed.

Step 3

After the services are enabled, click Finish to complete the initial setup for a subsequent server.

The MediaSense Setup Summary window displays the result of the initial setup and MediaSense restarts.

You have now completed the initial setup of a subsequent server. This subsequent server is ready to record.

Repeat this setup procedure for each expansion server in the cluster.

Configure MediaSense Forking

Provisioning Cisco Unified CM for Cisco MediaSense BIB Forking, on page 678

Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE Forking, on page 679

Provisioning TDM Gateway for Media Forking, on page 686

Provisioning Cisco Unified CM for Cisco MediaSense BIB Forking

2

3

Sequence

1

4

5

Task

Set Up SIP Options, on page 746

Add SIP Trunks, on page 572

Add Route Pattern, on page 577

Set up Recording Profile, on page

751

Configure Device, on page 679

Done?

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Sequence

6

7

Task

Disable iLBC, iSAC and g.722 for

Recording Device , on page 751

Configure End User, on page 679

Done?

Configure Device

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider.

Step 2

Ensure that hierarchy is set to appropriate customer level.

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Choose the phone from the list that you want to configure.

Step 5

Choose ON from Built-in Bridge drop-down list to enable Built-in Bridge.

Step 6

In Lines tab, choose Automatic Call Recording Enabled from Recording Flag drop-down list.

Step 7

Enter Recording Profile Name.

Note

Enter the exact name of recording profile created in CUCM.

Step 8

Click Save.

Configure End User

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to appropriate customer/site.

Step 3

Navigate to Subscriber Management > Subscribers.

Step 4

Click Add.

Step 5

Enter unique Userid and Last Name, in User tab.

Step 6

Enter Password and Repeat Password.

Step 7

Click Save.

Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE Forking

Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE Forking for HCS Deployment

Models, on page 680

Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE Forking for SCC Deployment

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Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE Forking for HCS Deployment Models

Sequence Task Done?

1

2

3

Setup Global Level , on page 680

Dial-Peer Level Setup , on page 681

Set Up CUBE Dial-Peers for MediaSense Deployments

, on page 681

Setup Global Level

Procedure

Step 1

Connect to your CUBE gateway using SSH or Telnet.

Step 2

Enter the global configuration mode.

cube# configure terminal

Enter configuration commands, one per line. End with CNTL/Z.

cube(config)#

Step 3

Enter VoIP voice-service configuration mode.

cube(config)# voice service voip cube(config-voi-serv)#

Step 4

Calls may be rejected with a 403 Forbidden response if Toll Fraud security is not configured correctly. The solution is to add the IP address as a trusted endpoint, or else disable the IP address trusted list authentication altogether using the following configuration entry: cube(config-voi-serv)# no ip address trusted authenticate

Step 5

Enable CUBE and CUBE Redundancy.

cube(config-voi-serv)# mode border-element cube(config-voi-serv)# allow-connections sip to sip cube(config-voi-serv)# sip cube(config-voi-serv)# asymmetric payload full cube(config-voi-serv)# video screening

In the example above, the final 3 lines are only required if video calls are to be passed through CUBE.

Step 6

At this point, you will need to save the CUBE configuration and reboot CUBE.

Caution

Be sure to reboot CUBE during off-peak hours.

a) Save your CUBE configuration.

cube# copy run start b) Reboot CUBE.

cube# reload

Step 7

After you reboot CUBE, configure the media class to determine which calls should be recorded.

cube(config-voi-serv)# media class 3 cube(config-voi-serv)# recorder parameter cube(config-voi-serv)# media-recording 3000

Step 8

Exit the VoIP voice-service configuration mode.

cube(config-voi-serv)# exit

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Step 9

Create one voice codec class to include five codecs (including one for video). These codecs will be used by the inbound and outbound dial-peers to specify the voice class.

cube(config)# voice class codec 3 cube(config)# codec preference 1 mp4a-latm cube(config)# codec preference 2 g711ulaw cube(config)# codec preference 3 g722-64 cube(config)# codec preference 4 g729br8 cube(config)# video codec h264

In the example above, the first codec preference and video codec definition are only required if AAC-LD/LATM media is part of the customer's call flow.

Step 10 To simplify debugging, you must synchronize the local time in CUBE with the local time in Cisco MediaSense servers. For example, if you specify the NTP server as 10.10.10.5, then use the following command in CUBE: cube(config)# ntp update-calendar cube(config)# sntp server 10.10.10.5

Dial-Peer Level Setup

Note

This information describes a sample configuration. CUBE may be deployed in multiple ways.

Each Cisco MediaSense deployment for CUBE contains three dial-peers:

• Inbound dial-peer: In this example, the unique name is 1000

• Outbound dial-peer: In this example, the unique name is 2000

• Forking dial-peer: In this example, the unique name is 3000

Before you begin this procedure, obtain the details for these three dial-peers from your CUBE administrator.

Note

The order in which you configure these three dial-peers is not important.

Set Up CUBE Dial-Peers for MediaSense Deployments

This procedure provides an example of how to set up the three dial peers. The specific names and values used are for illustrative purposes only.

Caution

This procedure is not a substitute for the actual CUBE documentation. It is a tutorial to provide detailed information about configuring CUBE for MediaSense. See your CUBE documentation at http://www.cisco.com/go/cube for the latest information.

Procedure

Step 1

Configure media forking on an inbound dial peer.

a) Assign a unique name to the inbound dial-peer. In this example, the name is set to '1000'.

cube(config)# dial-peer voice 1000 voip

The command places you in the dial-peer configuration mode to configure a VoIP dial-peer named '1000'.

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b) Specify the session protocol for this inbound dial-peer as 'sipv2' (this value is not optional).

cube(config-dial-peer)# session protocol sipv2

This command determines if the SIP session protocol on the endpoint is up and available to handle calls.

The session protocols and VoIP layers depend on the IP layer to give the best local address and use the address as a source address in signaling or media or both—even if multiple interfaces can support a route to the destination address.

c) Specify the SIP invite URL for the incoming call. In this example, we assume that inbound, recordable calls will have six digits. Here, we assign the first three digits as '123' and the last three digits are arbitrarily chosen by the caller (as part of the destination DN being dialed). This command associates the incoming call with a dial-peer.

cube(config-dial-peer)# incoming called-number 123...$ d) When using multiple codecs, you must create a voice class in which you define a selection order for codecs; then, you can apply the voice class to apply the class to individual dial-peers. In this example, the tag used is '1'.

cube(config-dial-peer)# voice-class codec 1

This tag uniquely identifies this codec. The range is 1 to 10000.

e) If call is transferred, be sure to propagate the metadata to MediaSense.You can do so by enabling the translation to PAI headers in the outgoing header on this dial-peer.

cube(config-dial-peer)# voice-class sip asserted-id pai f) Specify that everything that is going through the inbound dial-peer can be forked. Use the same number that you used to set up global forking (see Set up Global Level). In this example, the number media class is '3'.

cube(config-dial-peer)# media-class 3 g) Exit the configuration of this inbound dial-peer.

cube(config-dial-peer)# exit cube(config)#

Step 2

Configure the outbound dial-peer.

a) Assign a unique name to the outbound dial-peer. In this example, the name is set to '2000'.

cube(config)# dial-peer voice 2000 voip

The command places you in the dial-peer configuration mode to configure a VoIP dial-peer named '2000'.

b) Specify the session protocol for this outbound dial-peer as 'sipv2' (this value is not optional).

cube(config-dial-peer)# session protocol sipv2 c) Specify the destination corresponding to the incoming called number. In this example, it is '123...'.

cube(config-dial-peer)# destination-pattern 123...$ d) When using multiple codecs, you must create a voice class in which you define a selection order for codecs; then, you can apply the voice class to apply the class to individual dial-peers. Use the same tag used for the inbound dial-peer. In this example, the tag used is '1'.

cube(config-dial-peer)# voice-class codec 1 e) Specify the primary destination for this call. In this example, we set the destination to 'ipv4:10.1.1.10:5060'.

cube(config-dial-peer)# session target ipv4:10.1.1.10:5060 f) Exit the configuration of this outbound dial-peer.

cube(config-dial-peer)# exit cube(config)#

Step 3

Configure the forking dial-peer.

a) Assign a unique name to the forking dial-peer. In this example, the name is set to '3000'.

cube(config)# dial-peer voice 3000 voip

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The command places you in the dial-peer configuration mode to configure a VoIP dial-peer named '3000'.

Optionally, provide a description for what this dial-peer does using an arbitrary English phrase.

cube(config-dial-peer)# description This is the forking dial-peer b) Specify the session protocol for this forking dial-peer as 'sipv2' (this value is not optional).

cube(config-dial-peer)# session protocol sipv2 c) Specify an arbitrary destination pattern with no wildcards. Calls recorded from this CUBE will appear to come from this extension. (In the MediaSense Incoming Call Configuration table, this number corresponds to the address field.) In this example, we set it to '3000'.

cube(config-dial-peer)# destination-pattern 3000 d) When using multiple codecs, you must create a voice class in which you define a selection order for codecs; then, you can apply the voice class to apply the class to individual dial-peers. Use the same tag used for the inbound dial-peer. In this example, it is '1'.

cube(config-dial-peer)# voice-class codec 1 e) Provide the IP address of one of the MediaSense expansion servers (if available) as a destination for the

CUBE traffic. In this example, we use a MediaSense server at IP address 10.2.2.20.

Note

• Avoid using the primary or secondary MediaSense servers for this step as these servers carry the CUBE load and it is best to avoid adding load to the database servers.

• In Small contact center deployment model , provide the signaling IP address of CUBE(E) adjacency configured in the Perimeta SBC for Mediasense forking. See

Add

CUBE-MEDIASENSE FORK adjacency, on page 496

cube(config-dial-peer)# session target ipv4:10.2.2.20:5060 f) Set the session transport type (UDP or TCP) to communicate with MediaSense. The default is UDP. The transport protocol specified with the session transport command, and the protocol specified with the transport command, must be identical.

cube(config-dial-peer)# session transport tcp g) Configure a heartbeat mechanism to monitor connectivity between end points. A generic heartbeat mechanism allows Cisco Unified Border Element to monitor the status of MediaSense servers or endpoints and provide the option of timing-out a dial-peer if it encounters a heartbeat failure.

Note

If you have configured an alternate dial-peer for the same destination pattern, the call fails over to the next preferred dial-peer. Otherwise, the call is rejected. If you have not configured a fail over dial-peer, then do not configure options-keep alive.

cube(config-dial-peer)# voice-class sip options-keepalive h) Prevent CUBE from sending multi part body in INVITE to MediaSense.

cube(config-dial-peer)# signaling forward none i) Exit the configuration of this forking dial-peer.

cube(config-dial-peer)# exit cube(config)# j) Exit the configuration mode.

cube(config)# exit cube# k) Save your CUBE configuration.

cube# copy run start

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Sequence Task Done?

1

Setup Global Level , on page 680

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Sequence

2

3

Task

Dial-Peer Level Setup , on page 681

Set Up CUBE Dial-Peers for Small Contact Center

Deployment, on page 684

Done?

Set Up CUBE Dial-Peers for Small Contact Center Deployment

The inbound dialpeer for MediaSense should be created for each sub customer . Follow the below steps to create the inbound dialpeer:

Procedure

Step 1

Configure media forking on an inbound dial peer.

a) Assign a unique name to the inbound dial-peer. In this example, the name is set to '1000'.

cube(config)# dial-peer voice 1000 voip

The command places you in the dial-peer configuration mode to configure a VoIP dial-peer named '1000'.

b) Specify the session protocol for this inbound dial-peer as 'sipv2' (this value is not optional).

cube(config-dial-peer)# session protocol sipv2

This command determines if the SIP session protocol on the endpoint is up and available to handle calls.

The session protocols and VoIP layers depend on the IP layer to give the best local address and use the address as a source address in signaling or media or both—even if multiple interfaces can support a route to the destination address.

c) Specify the SIP invite URL for the incoming call. In this example, we assume that inbound, recordable calls will have six digits. Here, we assign the first three digits as '123' and the last three digits are arbitrarily chosen by the caller (as part of the destination DN being dialed). This command associates the incoming call with a dial-peer.

cube(config-dial-peer)# incoming called-number 123...$ d) When using multiple codecs, you must create a voice class in which you define a selection order for codecs; then, you can apply the voice class to apply the class to individual dial-peers. In this example, the tag used is '1'.

cube(config-dial-peer)# voice-class codec 1

This tag uniquely identifies this codec. The range is 1 to 10000.

e) If call is transferred, be sure to propagate the metadata to MediaSense. You can do so by enabling the translation to PAI headers in the outgoing header on this dial-peer.

cube(config-dial-peer)# voice-class sip asserted-id pai f) Specify that everything that is going through the inbound dial-peer can be forked. Use the same number that you used to set up global forking (see Set up Global Level). In this example, the number media class is '3'.

cube(config-dial-peer)# media-class 3 g) Exit the configuration of this inbound dial-peer.

cube(config-dial-peer)# exit cube(config)#

Step 2

Configure the forking dial-peer.

a) Assign a unique name to the forking dial-peer. In this example, the name is set to '3000'.

cube(config)# dial-peer voice 3000 voip

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The command places you in the dial-peer configuration mode to configure a VoIP dial-peer named '3000'.

Optionally, provide a description for what this dial-peer does using an arbitrary English phrase.

cube(config-dial-peer)# description This is the forking dial-peer b) Specify the session protocol for this forking dial-peer as 'sipv2' (this value is not optional).

cube(config-dial-peer)# session protocol sipv2 c) Specify an arbitrary destination pattern with no wildcards. Calls recorded from this CUBE will appear to come from this extension. (In the MediaSense Incoming Call Configuration table, this number corresponds to the address field.) In this example, we set it to '3000'.

cube(config-dial-peer)# destination-pattern 3000 d) When using multiple codecs, you must create a voice class in which you define a selection order for codecs; then, you can apply the voice class to apply the class to individual dial-peers. Use the same tag used for the inbound dial-peer. In this example, it is '1'.

cube(config-dial-peer)# voice-class codec 1 e) Provide the IP address of one of the MediaSense expansion servers (if available) as a destination for the

CUBE traffic. In this example, we use a MediaSense server at IP address 10.2.2.20.

Note

• Avoid using the primary or secondary MediaSense servers for this step as these servers carry the CUBE load and it is best to avoid adding load to the database servers.

• In Small contact center deployment model , provide the signaling IP address of CUBE(E) adjacency configured in the Perimeta SBC for Mediasense forking. See

Add

CUBE-MEDIASENSE FORK adjacency, on page 496

cube(config-dial-peer)# session target ipv4:10.2.2.20:5060 f) Set the session transport type (UDP or TCP) to communicate with MediaSense. The default is UDP. The transport protocol specified with the session transport command, and the protocol specified with the transport command, must be identical.

cube(config-dial-peer)# session transport tcp g) Configure a heartbeat mechanism to monitor connectivity between end points. A generic heartbeat mechanism allows Cisco Unified Border Element to monitor the status of MediaSense servers or endpoints and provide the option of timing-out a dial-peer if it encounters a heartbeat failure.

Note

If you have configured an alternate dial-peer for the same destination pattern, the call fails over to the next preferred dial-peer. Otherwise, the call is rejected. If you have not configured a fail over dial-peer, then do not configure options-keep alive.

cube(config-dial-peer)# voice-class sip options-keepalive h) Prevent CUBE from sending multi part body in INVITE to MediaSense.

cube(config-dial-peer)# signaling forward none i) Exit the configuration of this forking dial-peer.

cube(config-dial-peer)# exit cube(config)# j) Exit the configuration mode.

cube(config)# exit cube# k) Save your CUBE configuration.

cube# copy run start

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Provisioning TDM Gateway for Media Forking

The following section will provide detailed guidelines on how to configure media recording for calls on TDM trunks. CUBE (E), being an integrated platform can provide TDM trunk connectivity and act as a session border controller at the same time.

For this solution to work, calls from the PSTN are looped back to itself thus creating an inbound VoIP SIP leg to the CUBE. It then sends the call to the call agent in the enterprise network creating an outbound VoIP

SIP leg. Thus, the gateway is used to terminate the TDM leg, and originate an IP leg towards the call agent.

Note

2

3

4

In this flow ,calls will effectively halve the stated capacity of the router, thus requiring twice as much router capacity for the same number of calls. If you intended to use the full capacity of the router for calls, you will need two routers. It is better to configure two routers for their individual purposes, rather than using both routers for both purposes.

Follow the below sequence to configure TDM gateway

Sequence Task Done?

1 Configure translation rule and profile

Configure loopback interface

Configure media class

Configure dial-peers

Procedure

Step 1

Configure translation rule and profile a) Configure translation rules for the calling number (ANI) or called number (DNIS) digits for a voice call voice translation-rule 1 rule 1 /^966//8966/ voice translation-rule 2 rule 2 /^8966//966/

The first rule defined is rule 1, in which 966 is the pattern that must be matched and replaced, and 8966 is the pattern that is substituted for 966.

b) Configure translation-profile

The translation rules replace a sub string of the input number if the number matches the match pattern, number plan, and type present in the rule voice translation-profile prefix translate called 1 voice translation-profile strip translate called 2

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Translation profile prefix will add prefix to the called number based on the translation rule 1.Similarly

translation profile strip will remove the prefix from the called number based on the translation rule 2.

Step 2

Configure loopback interface interface Loopback0 ip address 1.1.1.1 255.255.255.255

Step 3

Configure media class

Configure the media class to determine which calls should be recorded.

cube(config-voi-serv)# media class 3 cube(config-voi-serv)# recorder parameter cube(config-voi-serv)# media-recording 20

Step 4

Configure dial-peers a) Configure the pots dial-peer for incoming PSTN call dial-peer voice 1 pots description Incoming dial peer for PSTN calls translation-profile incoming prefix incoming called-number 9660000001 port 0/2/1:23 b) Configure the voip dial-peer to loop back the incoming PSTN call.

dial-peer voice 8966 voip description To loop incoming PSTN calls back to itself.

destination-pattern 89660000001 session protocol sipv2 session target ipv4:1.1.1.1 # loop back Ip address of the TDM gateway session transport tcp voice-class codec 1 dtmf-relay rtp-nte no vad c) Configure the inbound dial-peer for newly originated SIP call leg dial-peer voice 89660 voip description inbound dial-peer for the newly originated SIP call leg translation-profile incoming strip session protocol sipv2 session target sip-server session transport tcp incoming called-number 89660000001 voice-class codec 1 dtmf-relay rtp-nte no vad d) Configure the outbound dial-peer for newly originated SIP call dial-peer voice 9660 voip description Outgoing dial peer for looped call to contact center destination-pattern 9660000001 session protocol sipv2 session target ipv4:192.1.10.1 #IP address of CVP server session transport tcp voice-class codec 1 dtmf-relay rtp-nte media-class 3 no vad e) Configure the outbound dial-peer for forking call leg dial-peer voice 20 voip description Forking leg to MediaSense server.

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preference 1 destination-pattern 99999 signaling forward none session protocol sipv2 session target ipv4:192.1.9.1 #Ip address of MediaSense server session transport tcp voice-class sip options-keepalive

Cisco Unified SIP Proxy

Install Cisco Unified SIP Proxy, on page 688

Configure Cisco Unified SIP Proxy Server, on page 693

Configure Outbound with Cisco Unified SIP Proxy, on page 704

Install Cisco Unified SIP Proxy

Installation of CUSP, on page 688

Post Installation Configuration Tool, on page 689

Obtaining New or Additional Licenses, on page 692

Installation of CUSP

Procedure

Step 1

Download all Cisco Unified SIP Proxy 8.5.7 software files.

Step 2

Copy the files to the FTP server.

Step 3

Starting from router EXEC mode, enter the following: ping <ftp_server_ip_address>

Step 4

Enter the following and Install the software:

Service-Module 1/0 install url ftp://<ftp_server_ip_address>/cusp-k9.sme.8.5.7.pkg

Step 5

Enter Y to confirm installation.

Step 6

Enter Cisco Unified SIP Proxy Service Module to monitor and complete the installation.

Example of Installation on a Service Module

CUSP#service-nodule SM4/0 inst

CUSP#$ule SM4/0 install url ftp://10.10.10.203/cusp-k9.snc.8.5.7.pkg

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Delete the installed Cisco Unified SIP Proxy and proceed with new installation?

[no]:yes

Loading cusp-k9.snc.8.5.7.pkg.install.src !

[OK

– 1850/4096 bytes] cur_cpu: 1862 cur_disk: 953880 cur_nem: 4113488 cur_pkg_name: cusp-k9.sne.8.5.7.pkg

cur_ios_version: 15.2<4>M5, cur_image_name:c3900e-universalk9-mz cur_pid: SM-SRE-900-K9 bl_str: inst_str: app_str: key_filename: cusp-k9.sne.8.5.7.key

helper_filename:cusp-helper.sme.8.5.7

Resource check passed

Post Installation Configuration Tool

Run the command: CUSP#service-module SM 4/0 session to open the first session.

When you open the first session, the system launches the post installation configuration tool, and asks you if you want to start configuration immediately.

Enter the appropriate response, y or n. If you enter n, the system will halt. If you enter “y”, the system will ask you to confirm, then begin the interactive post installation configuration process.

The following is an example:

IMPORTANT::

IMPORTANT:: Welcome to Cisco Systems Service Engine

IMPORTANT:: post installation configuration tool.

IMPORTANT::

IMPORTANT:: This is a one time process which will guide

IMPORTANT:: you through initial setup of your Service Engine.

IMPORTANT:: Once run, this process will have configured

IMPORTANT:: the system for your location.

IMPORTANT::

IMPORTANT:: If you do not wish to continue, the system will be halted

IMPORTANT:: so it can be safely removed from the router.

IMPORTANT::

Do you wish to start configuration now (y,n)?

yes

Are you sure (y,n)?

yes

IMPORTANT::

IMPORTANT:: A configuration has been found in flash. You can choose

IMPORTANT:: to restore this configuration into the current image.

IMPORTANT::

IMPORTANT:: A stored configuration contains some of the data from a

IMPORTANT:: previous installation, but not as much as a backup.

IMPORTANT::

IMPORTANT:: If you are recovering from a disaster and do not have a

IMPORTANT:: backup, you can restore the saved configuration.

IMPORTANT::

IMPORTANT:: If you choose not to restore the saved configuration, it

IMPORTANT:: will be erased from flash.

IMPORTANT::

Would you like to restore the saved configuration? (y,n)

n

Erasing old configuration...done.

IMPORTANT::

IMPORTANT:: The old configuration has been erased.

IMPORTANT:: As soon as you finish configuring the system please use the

IMPORTANT:: "write memory" command to save the new configuration to flash.

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IMPORTANT::

Enter Hostname

(my-hostname, or enter to use se-10-50-30-125):

Using se-10-50-30-125 as default

Enter Domain Name

(mydomain.com, or enter to use localdomain):

cusp

IMPORTANT:: DNS Configuration:

IMPORTANT::

IMPORTANT:: This allows the entry of hostnames, for example foo.cisco.com, instead

IMPORTANT:: of IP addresses like 1.100.10.205 for application configuration. In order

IMPORTANT:: to set up DNS you must know the IP address of at least one of your

IMPORTANT:: DNS Servers.

Would you like to use DNS (y,n)?

y

Enter IP Address of the Primary DNS Server

(IP address):

180.180.180.50

Found server 180.180.180.50

Enter IP Address of the Secondary DNS Server (other than Primary)

(IP address, or enter to bypass):

E

Enter Fully Qualified Domain Name(FQDN: e.g. myhost.mydomain.com) or IP address of the Primary NTP server

(FQDN or IP address, or enter for 10.50.30.1):

10.50.10.1

Found server 10.50.10.1

Enter Fully Qualified Domain Name(FQDN: e.g. myhost.mydomain.com) or IP address of the Secondary NTP Server

(FQDN or IP address, or enter to bypass):

Please identify a location so that time zone rules can be set correctly.

Please select a continent or ocean.

1) Africa 4) Arctic Ocean 7) Australia 10) Pacific Ocean

2) Americas 5) Asia 8) Europe

3) Antarctica 6) Atlantic Ocean 9) Indian Ocean

#?

2

Please select a country.

1) Anguilla 27) Honduras

2) Antigua & Barbuda 28) Jamaica

3) Argentina 29) Martinique

4) Aruba 30) Mexico

5) Bahamas 31) Montserrat

6) Barbados 32) Netherlands Antilles

7) Belize 33) Nicaragua

8) Bolivia 34) Panama

9) Brazil 35) Paraguay

10) Canada 36) Peru

11) Cayman Islands 37) Puerto Rico

12) Chile 38) St Barthelemy

13) Colombia 39) St Kitts & Nevis

14) Costa Rica 40) St Lucia

15) Cuba 41) St Martin (French part)

16) Dominica 42) St Pierre & Miquelon

17) Dominican Republic 43) St Vincent

18) Ecuador 44) Suriname

19) El Salvador 45) Trinidad & Tobago

20) French Guiana 46) Turks & Caicos Is

21) Greenland 47) United States

22) Grenada 48) Uruguay

23) Guadeloupe 49) Venezuela

24) Guatemala 50) Virgin Islands (UK)

25) Guyana 51) Virgin Islands (US)

26) Haiti

#?

47

Please select one of the following time zone regions.

1) Eastern Time

2) Eastern Time - Michigan - most locations

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3) Eastern Time - Kentucky - Louisville area

4) Eastern Time - Kentucky - Wayne County

5) Eastern Time - Indiana - most locations

6) Eastern Time - Indiana - Daviess, Dubois, Knox & Martin Counties

7) Eastern Time - Indiana - Pulaski County

8) Eastern Time - Indiana - Crawford County

9) Eastern Time - Indiana - Pike County

10) Eastern Time - Indiana - Switzerland County

11) Central Time

12) Central Time - Indiana - Perry County

13) Central Time - Indiana - Starke County

14) Central Time - Michigan - Dickinson, Gogebic, Iron & Menominee Counties

15) Central Time - North Dakota - Oliver County

16) Central Time - North Dakota - Morton County (except Mandan area)

17) Mountain Time

18) Mountain Time - south Idaho & east Oregon

19) Mountain Time - Navajo

20) Mountain Standard Time - Arizona

21) Pacific Time

22) Alaska Time

23) Alaska Time - Alaska panhandle

24) Alaska Time - Alaska panhandle neck

25) Alaska Time - west Alaska

26) Aleutian Islands

27) Hawaii

#?

21

The following information has been given:

United States

Pacific Time

Therefore TZ='America/Los_Angeles' will be used.

Is the above information OK?

1) Yes

2) No

#?

1

Local time is now: Mon Apr 5 11:20:17 PDT 2010.

Universal Time is now: Mon Apr 5 18:20:17 UTC 2010.

executing app post_install executing app post_install done

Configuring the system. Please wait...

Changing owners and file permissions.

Tightening file permissions ...

Change owners and permissions complete.

Creating Postgres database .... done.

INIT: Switching to runlevel: 4

INIT: Sending processes the TERM signal

==> Starting CDP

STARTED: cli_server.sh

STARTED: ntp_startup.sh

STARTED: LDAP_startup.sh

STARTED: SQL_startup.sh

STARTED: dwnldr_startup.sh

STARTED: HTTP_startup.sh

STARTED: probe

STARTED: fndn_udins_wrapper

STARTED: superthread_startup.sh

STARTED: /bin/products/umg/umg_startup.sh

Waiting 49 ...

IMPORTANT::

IMPORTANT:: Administrator Account Creation

IMPORTANT::

IMPORTANT:: Create an administrator account.

IMPORTANT:: With this account, you can log in to the

IMPORTANT:: Cisco Unified SIP Proxy

IMPORTANT:: GUI and run the initialization wizard.

IMPORTANT::

Enter administrator user ID:

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(user ID):

test

tesEnter password for test:

(password):

Confirm password for test by reentering it:

(password):

SYSTEM ONLINE cusp-sre-49# show software version

Cisco Unified SIP Proxy version <8.5.7>

Technical Support: http://www.cisco.com/techsupport Copyright <c> 1986-2008 by Cisco

Systems,Inc.

Cusp-src-49# show software packages

Installed Packages:

- Installer <Installer application > <8.5.7.0>

- Infrastructure <Service Engine Infrastructure> <8.5.7>

- Global <Global manifest > <8.5.7>

- Bootloader <Secondary> <Service Engine Bootloader> <2.1.30>

- Core <Service Engine OS Core > <8.5.7>

- GPL Infrastrucutre <Service Engine GPL Infrastructure > <8.5.7>

Obtaining New or Additional Licenses

Required Information, on page 692

Using the CLI to Install the Cisco Unified SIP Proxy Release 8.5.7 Licenses, on page 693

Using the Licensing Portal to Obtain Licenses for Additional Features or Applications, on page 692

Required Information

Collect the following information before you obtain new or additional CSL licenses:

• The SKU for the features that you need. The SKU is used in the ordering process to specify the desired licenses for the Cisco Unified SIP Proxy features that you want.

• The Product ID (PID) and the Serial Number (SN) from the device. Together, these form the unique device identifier (UDI). The UDI is printed on a label located on the back of most Cisco hardware devices or on a label tray visible on the front panel of field-replaceable motherboards. The UDI can also be viewed via software using the show license udi command in privileged EXEC mode.

Using the Licensing Portal to Obtain Licenses for Additional Features or Applications

Note

You must have a Cisco.com password to access some of the URLs in the following procedure.

Follow these steps to obtain additional licenses for Cisco Unified SIP Proxy Release 8.5.7 features.

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Procedure

Step 1

Go to http://www.cisco.com/web/ordering/root/index.html

and choose one of the ordering processes (through partner, Cisco direct, etc.) and order licenses. When you purchase a license, you will receive a product activation key (PAK), which is an alphanumeric string that represents the purchase.

Step 2

To get your license file, return to the Cisco Product License Registration Portal at http://www.cisco.com/ web/ordering/root/index.html

. When prompted, and enter the PAK and the unique device identifier (UDI) of the device where the license will be installed.

Step 3

Download the license file or receive the license file by email.

Step 4

Copy the license file(s) to a FTP or TFTP server.

Using the CLI to Install the Cisco Unified SIP Proxy Release 8.5.7 Licenses

Follow these steps to install the licenses for Cisco Unified SIP Proxy

Procedure

Step 1

Login to the CLI.

Step 2

Enter license install

<URL>, where <URL> is the FTP URL that you copied the license in the previous procedure.

Step 3

Verify the license by entering either show license or show software licenses

.

Step 4

Activate the new license by entering license activate

.

Step 5

Reload the module by entering reload and confirming that you really want to reload the module.

Note

You cannot remove evaluation licenses.

Configure Cisco Unified SIP Proxy Server

Login to CUSP portal http://<cusp module IP>/admin/Common/HomePage.do and configure the Cisco Unified

SIP Proxy server, in the following order:

Required Software

Configure CUSP

Tasks

Configure Cisco Unified SIP Proxy, on page 694

Configure Gateway

Configure Unified CVP

Configure Unified Call Manager though UCDM

Configure Gateway, on page 701

Configure Unified CVP, on page 701

Configure Cisco Unified Communications Manager

, on page 702

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Configure Cisco Unified SIP Proxy

Perform the following procedures to configure Unified SIP Proxy

Sequence

1

Done?

Tasks

Configure Networks, on page 694

4

5

6

2

3

Configure Triggers, on page 695

Configure Server Groups, on page 695

Configure Route Tables, on page 696

Configure Route Policies, on page 697

Configure Route Triggers, on page 698

Notes

For complete configuration details of Cisco Unified SIP Proxy, see

Full Configuration for Cisco Unified SIP

Proxy, on page 698

Table 76: Example CUSP Deployment Details

Server Name

CUSP

CVP

CUCM

Gateway

IP Address

10.10.10.49

10.10.10.10

10.10.10.30

10.10.10.180

FQDN

cusp.hcsdc1.icm

cvp.hcsdc1.icm

ccm.hcsdc1.icm

gw.hcsdc1.icm

Configure Networks

Procedure

Step 1

Login to CUSP portal.

Step 2

Navigate to Configure > Networks and click Add.

Step 3

Enter a unique name for the Network.

Example:

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hcs

Step 4

Choose Standard from the TYPE drop-down list.

Step 5

Enable the Allow Outbound Connections.

Step 6

Click Add on the SIP Listen Points tab.

Step 7

Choose newly added Network and select SIP Listen Points tab.

Step 8

Select the IP address of the CUSP, from the IP address drop-down list, See

Table 76: Example CUSP

Deployment Details, on page 694

.

Step 9

Keep the default port 5060.

Step 10 Select the Transport Type as TCP and click Add.

Step 11 Repeat the step 6 to step 8, select Transport Type as UDP and click Add.

Step 12 Disable SIP Record-Route, select and disable all the networks for the CVP that includes callflows.

Configure Triggers

Procedure

Step 1

Login to CUSP Portal.

Step 2

Navigate to Configure > Triggers and click Add.

Step 3

Enter a name for the Trigger and click Add.

Example:

hcs trigger in

Step 4

Choose the appropriate Trigger conditions from the drop-down lists.

Example:

Inbound Network,

Is exactly, and hcs

Step 5

Click Add.

Configure Server Groups

Procedure

Step 1

Login to CUSP portal.

Step 2

Navigate to Configure > Server Groups > Groups.

Step 3

Enter a name (FQDN) for the Server Group.

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Example:

ccm.hcsdc1.icm

Step 4

Choose global (default) from Load Balancing Scheme drop-down list.

Step 5

Choose hcs from Network drop-down list.

Step 6

Check the Pinging Allowed check-box.

Step 7

Click Add.

Step 8

Select newly added Server Group to add the elements for a respective server group.

Step 9

Select Elements tab and click Add.

Step 10 In <IP Address> text-box, enter the IP address of the Server Group, see

Table 76: Example CUSP Deployment

Details, on page 694

.

Step 11 In Port text-box, enter the port value.

Step 12 Choose tcp from Transport Type drop-down list.

Step 13 In Q-Value text-box, enter the Q-Value as 1.0.

Step 14 In Weight text-box, enter the weight 10.

Step 15 Click Add.

Step 16 Repeat the above steps to configure cvp, gateway, ccm server groups.

Configure Route Tables

Table 77: Example Route Table

Key

4000

7777

8881

811

912

9191

9292

Description Host / Server Group (FQDN)

cvp.hcsdc1.icm

Network

Agent Extension

Network VRU label for CVP client ccm.hcsdc1.icm

Note

For Small Contact Center deployment model use

Perimeta SBC signaling address: 10.10.10.49

gw.hcsdc1.icm

hcs hcs hcs Network VRU label for

CUCM client

Dialed number

Post call survey dialed number cvp.hcsdc1.icm

cvp.hcsdc1.icm

hcs hcs

Ringtone

Error Tone gw.hcsdc1.icm

gw.hcsdc1.icm

6661111000 Network VRU label for MR client cvp.hcsdc1.icm

hcs hcs hcs

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Key

978

Description

Customer Dialed Number

Host / Server Group (FQDN)

out.hcsdc1.icm

Network

hcs

Procedure

Step 1

Login to CUSP portal.

Step 2

Navigate to Configure > Route Tables.

Step 3

Click Add.

Step 4

Enter a name for a Route Table, click Add.

Example:

hcs

Step 5

Select the Route Table to add the rules for a respective route table.

Step 6

Click Add.

Step 7

In the Key text-box, enter key, see

Table 77: Example Route Table, on page 696

.

Step 8

Choose a Destination from Route Type drop-down list.

Step 9

In Host / Server Group text-box, enter Hostname (FQDN) / IP address, see

Table 76: Example CUSP

Deployment Details, on page 694

.

Step 10 In Port text-box, enter the Port value.

Step 11 Choose an appropriate Transport Type from the drop-down list

Step 12 Choose an appropriate Network from the drop-down list.

Configure Route Policies

Procedure

Step 1

Login to CUSP portal.

Step 2

Navigate to Configure > Route Policies.

Step 3

Click Add.

Step 4

Enter a name for a Route Policy, click Add.

Step 5

Choose a Name from the drop-down list.

Step 6

Choose a Lookup Key Matches from the drop-down list.

Step 7

Choose the Lookup Key from the drop-down lists.

Step 8

Click Add.

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Configure Route Triggers

Procedure

Step 1

Login to CUSP portal.

Step 2

Navigate to Configure > Route Triggers.

Step 3

Click Add.

Step 4

Choose a Routing Trigger from the drop-down list.

Step 5

Choose a Trigger from the drop-down list.

Step 6

Click Add.

Step 7

Select newly added Trigger to add trigger condition.

Step 8

Select the Trigger Condition from the drop-down lists.

Step 9

Click Add.

Full Configuration for Cisco Unified SIP Proxy

cusp(cusp)# show configuration active ver cusp(cusp)# show configuration active verbose

Building CUSP configuration...

!

server-group sip global-load-balance call-id server-group sip retry-after 0 server-group sip element-retries udp 2 server-group sip element-retries tls 1 server-group sip element-retries tcp 1 sip dns-srv enable no naptr end dns

!

no sip header-compaction no sip logging

!

sip max-forwards 70 sip network hcs standard no non-invite-provisional allow-connections retransmit-count invite-client-transaction 3 retransmit-count invite-server-transaction 5 retransmit-count non-invite-client-transaction 3 retransmit-timer T1 500 retransmit-timer T2 4000 retransmit-timer T4 5000 retransmit-timer TU1 5000 retransmit-timer TU2 32000 retransmit-timer clientTn 64000 retransmit-timer serverTn 64000 tcp connection-setup-timeout 0 udp max-datagram-size 1500 end network

!

sip overload reject retry-after 0

!

no sip peg-counting

!

sip privacy service sip queue message

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drop-policy head low-threshold 80 size 2000 thread-count 20 end queue

!

sip queue radius drop-policy head low-threshold 80 size 2000 thread-count 20 end queue

!

sip queue request drop-policy head low-threshold 80 size 2000 thread-count 20

!

end queue sip queue response drop-policy head low-threshold 80 size 2000 thread-count 20

!

end queue sip queue st-callback drop-policy head low-threshold 80 size 2000 thread-count 10

!

end queue sip queue timer drop-policy none low-threshold 80 size 2500 thread-count 8

!

end queue sip queue xcl drop-policy head low-threshold 80 size 2000

!

thread-count 2 end queue route recursion

!

sip tcp connection-timeout 30 sip tcp max-connections 256

!

no sip tls

!

sip tls connection-setup-timeout 1

!

trigger condition hcs_trigger_in

sequence 1 in-network ^\Qhcs\E$ end sequence

!

end trigger condition

trigger condition hcs_trigger_out

sequence 1

!

out-network ^\Qhcs\E$ end sequence end trigger condition trigger condition mid-dialog sequence 1 mid-dialog end sequence

Configure Cisco Unified SIP Proxy Server

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end trigger condition

!

accounting no enable no client-side no server-side end accounting

!

server-group sip group ccm.hcsdc1.icm hcs

element ip-address 10.10.10.31 5060 tcp q-value 1.0 weight 10 element ip-address 10.10.10.131 5060 tcp q-value 1.0 weight 10 failover-resp-codes 503 lbtype global ping end server-group

!

server-group sip group cvp.hcsdc1.icm hcs

element ip-address 10.10.10.10 5060 tcp q-value 1.0 weight 10 failover-resp-codes 503 lbtype global ping end server-group

!

server-group sip group gw.hcsdc1.icm hcs

element ip-address 10.10.10.180 5060 tcp q-value 1.0 weight 10 failover-resp-codes 503 lbtype global ping end server-group

!

route table hcs

key 4000 target-destination ccm.hcsdc1.icm hcs key 77777 target-destination gw.hcsdc1.icm hcs key 8881 target-destination cvp.hcsdc1.icm hcs key 91100 target-destination cvp.hcsdc1.icm hcs end route table

!

policy lookup hcs_policy

sequence 100 hcs request-uri uri-component user rule prefix end sequence end policy

!

trigger routing sequence 1 by-pass condition mid-dialog trigger routing sequence 3 policy hcs_policy condition hcs_trigger_out trigger routing sequence 4 policy hcs_policy condition mid-dialog trigger routing sequence 5 policy hcs_policy condition hcs_trigger_in

!

server-group sip ping-options hcs 10.10.10.49 4000

method OPTIONS ping-type proactive 5000 timeout 2000 end ping

!

server-group sip global-ping

sip cac session-timeout 720 sip cac hcs 10.10.10.10 5060 tcp limit -1 sip cac hcs 10.10.10.131 5060 tcp limit -1 sip cac hcs 10.10.10.180 5060 tcp limit -1 sip cac hcs 10.10.10.31 5060 tcp limit -1

!

no sip cac

!

sip listen hcs tcp 10.10.10.49 5060 sip listen hcs udp 10.10.10.49 5060

!

call-rate-limit 200

!

end cusp(cusp)#

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Configure Gateway

Create a Sip-Server with the CUSP IP, on page 701

Create a Dial-Peer, on page 701

Create a Sip-Server with the CUSP IP

sip-ua retry invite 2 retry bye 1 timers expires 60000 timers connect 1000 sip-server ipv4:10.10.10.49:5060 reason-header override

Create a Dial-Peer

dial-peer voice 9110 voip description Used for CUSP preference 1 destination-pattern 911T session protocol sipv2 session target sip-server session transport tcp voice-class codec 1 dtmf-relay rtp-nte no vad

Configure Unified CVP

Configure SIP Proxy, on page 701

Configure SIP Server Groups, on page 702

Configure Call Server, on page 702

Configure SIP Proxy

Procedure

Step 1

Login to Unified Customer Voice Portal.

Step 2

Navigate to Device Management > SIP Proxy Server, click Add New.

Step 3

Enter the IP Address, Hostname. Select Cisco Unified SIP Proxy from Device Type drop-down list .

Step 4

Click Save.

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Configure SIP Server Groups

Procedure

Step 1

Login to Unified Customer Voice Portal.

Step 2

Navigate to System > SIP Server Groups, click Add New.

Step 3

Enter the FQDN name, IP Address, Port, Priority, Weight of CUSP and click Add.

Step 4

Click Save.

Configure Call Server

Procedure

Step 1

Login to Unified Customer Voice Portal.

Step 2

Navigate to Device Management > Call Server.

Step 3

Select Call Server > Click Edit > Click SIP tab.

Step 4

Select Yes to enable Outbound Proxy Server.

Step 5

Enter Outbound SRV domain name / Server Group Name (FQDN), click Save and Deploy.

Note

As CUSP provides centralized dialed plan , delete the existing Dialed number patterns.

Configure Cisco Unified Communications Manager

Login to the Unified Communications Domain Manager administration interface and perform the following steps to complete a route configuration toward the Unified CUSP server.

Add Trunk to CVP, on page 702

Add Trunk to CUSP, on page 703

Add Trunk to CVP

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to SIP Trunks:

• For provider or reseller administrator Device Management > CUCM > SIP Trunks

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• For customer administrator Device Management > Advanced > SIP Trunks

Step 4

Click Add to create SIP trunk.

Step 5

Perform the following, In Device Information tab: a) Choose required IP address from CUCM drop-down list that you want to add SIP trunk.

b) Enter a unique SIP trunk name in Device Name field.

c) Choose Device Pool from the drop-down list.

d) Check Run On All Active Unified CM Nodes check-box.

Step 6

Goto SIP Info tab and perform the following: a) Click Add icon in Destination panel.

b) Enter destination IP address of CVP Address IPv4 field.

c) Change Port to 5090.

d) Enter Sort Order to prioritize multiple destinations.

Note

Lower sort order indicates higher priority.

e) Choose newly added SIP Trunk Security Profile from the drop-down list.

f) Choose sip profile from the drop-down list.

Repeat this step to add another trunk.

Step 7

Click Save.

Add Trunk to CUSP

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to SIP Trunks:

• For provider or reseller administrator Device Management > CUCM > SIP Trunks

• For customer administrator Device Management > Advanced > SIP Trunks

Step 4

Click Add to create SIP trunk.

Step 5

Perform the following, In Device Information tab: a) Choose required IP address from CUCM drop-down list that you want to add SIP trunk.

b) Enter a unique SIP trunk name in Device Name field.

c) Choose Device Pool from the drop-down list.

d) Select Run On All Active Unified CM Nodes check-box.

Step 6

Goto SIP Info tab and perform the following: a) Click Add icon in Destination panel.

b) Enter destination IP address of CUSP in Address IPv4 field.

c) Change Port, if required.

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d) Enter Sort Order to prioritize multiple destinations.

Note

Lower sort order indicates higher priority.

e) Choose newly added SIP Trunk Security Profile from the drop-down list.

f) Choose sip profile from the drop-down list.

Repeat this step to add another trunk.

Step 7

Click Save.

Configure Outbound with Cisco Unified SIP Proxy

Configure Unified CCE, on page 704

Configure Gateway, on page 704

Configure Cisco Unified SIP Proxy for IVR based Campaign, on page 705

Configure Unified CCE

Procedure

Step 1

Select Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add under Instance Component, then click Outbound Dialer to add the dialer.

Step 3

On the Outbound Dialer properties page, ensure that the SIP radio button is selected and then click Next.

Step 4

In the SIP Dialer Name text box, enter the SIP dialer name exactly as it is configured in the Dialer Tool under Configuration Manager.

Step 5

In SIP Server Type, ensure that (CUSP)/(CUBE) is selected.

Step 6

Enter CUSP IP in the SIP Server text box and click Next.

Step 7

In the Campaign Manager Server text box, enter Unified CCE DataserverA /RoggerA side IP address.

Step 8

In the CTI Server A text box, enter A side CTIOS server IP Address; in the CTI Server Port A text box, enter 42027 as the port number.

Step 9

In the CTI Server B text box, enter B side CTIOS server IP address; in the CTI Server Port B text box, enter 43027 as the port number.

Step 10 Keep all other fields as default and click Next. In the following window, click Next to complete the install.

Configure Gateway

dial-peer voice 811 voip description ******To CUCM***** destination-pattern 811T session protocol sipv2 session target sip-server voice-class codec 1

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Avaya PG

voice-class sip rel1xx supported "100rel" dtmf-relay rtp-nte h245-signal h245-alphanumeric

!

no vad sip-ua retry invite 2 retry bye 1 timers expires 60000 timers connect 1000 sip-server dns:out.hcsdc1.icm

reason header override permit hostname dns:out.hcsdc1.icm

Configure Cisco Unified SIP Proxy for IVR based Campaign

Procedure

Step 1

Login to CUSP portal.

Step 2

Navigate to Configure > Route Tables.

Step 3

Click the existing route table.

Example:

HCS.

Step 4

Select the Route Table to add the rules for a respective route table.

Step 5

Click Add.

Step 6

In Key text-box, enter key, 8881.

Step 7

Choose Destination from Route Type drop-down list.

Step 8

In Host / Server Group text-box, enter Hostname (FQDN) / IP address of CVP.

Example:

cvp.hcsdc1.icm

Step 9

In Port text-box, enter the Port value.

Step 10 Choose an appropriate Transport Type from the drop-down list.

Step 11 Choose an appropriate Network from the drop-down list.

Note

As CUSP provides centralized dial plan management you can directly route the IVR call to CVP.

Avaya PG

Follow the below procedures for 4000 and 12000 agent deployment model:

Create Golden Template for Avaya PG, on page 706

Configure Avaya PG, on page 706

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Create Golden Template for Avaya PG

Create Golden Template for Avaya PG

Follow this sequence of tasks to create the golden template for Avaya PG.. After each task, return to this page to mark the task "done" and continue the sequence:

Sequence Done?

Tasks Notes

1 Download

HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova

.

Follow the procedure

Open

Virtualization Format Files, on

page 54 .

2 Create the virtual machine for the Unified CCE

Avaya PG

Follow the procedure

Create

Virtual Machines, on page 251

.

3 Install Microsoft Windows Server

4

5

6

Install Antivirus Software

Install the Unified Contact Center Enterprise

Convert the virtual machine to a template.

Follow the procedure

Install

Microsoft Windows Server 2012

R2 Standard Edition, on page 252

.

Follow the procedure

Install

Antivirus Software, on page 253

.

Follow the procedure

Install

Unified Contact Center Enterprise,

on page 254 .

Follow the procedure

Convert the

Virtual Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process ( Automated Cloning and OS

Customization, on page 300

). After you run the automation process, you can configure the Avaya PG server on the destination system. See

Configure Avaya PG, on page 706

.

Configure Avaya PG

This section explains the configuration procedures you must perform for the Avaya PG:

Sequence Done?

Tasks Notes

1 Configure Network Cards Follow the procedure

Configure

Network Cards, on page 338

.

2 Verify the Machine in Domain Follow the procedure

Verify the

Machine in Domain, on page 334

.

3 Configure Unified CCE Encryption Utility Follow the procedure

Configure

Unified CCE Encryption Utility,

on page 340 .

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Add Avaya PG

6

7

8

Sequence Done?

4

Tasks

Add Avaya PG from Configuration Manager

5 Setup Avaya PG

9

10

Configure CTI server

Configure CTI OS server

Configure Avaya ACD

Verify Cisco Diagnostic Framework Portico

Cisco SNMP Setup

Notes

Follow the procedure

Add Avaya

PG, on page 707

.

Follow the procedure

Setup Avaya

PG, on page 708

.

Follow the procedure

Configure

CTI Server, on page 329

.

Follow the procedure

Configure

CTI OS Server, on page 332

.

Follow the procedure in section 2 of ACD Configuration .

Follow the procedure

Verify Cisco

Diagnostic Framework Portico, on

page 346 .

Follow the procedure

Cisco SNMP

Setup, on page 334

.

Add Avaya PG

Complete the following procedure to add an Avaya PG using Unified CCE Configuration Manager.

Procedure

Step 1

Login to Unified CCE Admin Workstation server and navigate to Start > Cisco Unified CCE Tools >

Administration Tools > Configuration Manager.

Step 2

Choose Tools > Explorer Tools and open PG Explorer in Configuration Manager window.

Step 3

Click Add PG and enter the following values in Logical Controller pane.

a) Enter Avaya_PG_XX , where XX is the Avaya PG number, in the Peripheral Name field.

b) Choose Avaya (Definity) in the Client Type field .

Step 4

Click Peripheral and enter the following values in Peripheral tab.

a) Choose None in the Default Desk Settings field.

b) Check Enable post routing.

Step 5

Click Routing Client tab and enter a name for Routing client.

Step 6

Click Save and Close .

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Setup Avaya PG

Procedure

Step 1

Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the Instance Components pane, and choose Peripheral Gateway

Step 3

Select the following in the Peripheral Gateway Properties dialog box: a) Check Production Mode.

b) Check Auto Start System Startup.

c) Check Duplexed Peripheral Gateway.

d) Choose an appropriate PG from PG node Properties ID drop-down list.

e) Select the appropriate side (Side A orSide B) accordingly.

f) Under Client Type pane, add Avaya (Definity) to the selected types.

g) Click Next.

Add PIM1 (Avaya PIM)

Procedure

Step 1

Enter the logical controller ID in the Peripheral Gateway Configuration pane.

Step 2

Select EAS-PHD Mode and check Using MAPD check-box in the Avaya (Definity)ECS Setting pane.

Step 3

Click Add, in the Peripheral Interface Manager pane.

Step 4

Select Avaya(Definity) and PIM1, click OK.

Step 5

Check Enabled in Avaya(Definity) ECS PIM Configuration dialog box.

Step 6

Enter the peripheral name in the Peripheral Name field.

Step 7

Enter the peripheral id in the Peripheral ID field.

Step 8

Check CMS Enabled and enter port number in Port number to listen on field, in Call Management System

(CMS) Configuration pane

Step 9

Check Host1 as Enabled in the CVLAN/MAPD Configuration pane.

Step 10 Enter Hostname of ASAI link, check configured ASAI link number for Monitor ASAI links and Post-Route

ASAI links

Step 11 Click OK and click Next.

Step 12 Select the preferred side in the Device Management Protocol Properties dialog-box.

Step 13 Click Next.

Step 14 Enter the PG Private Interfaces and the PG Public (Visible) Interfaces in the Peripheral Gateway Network

Interfaces dialog box.

Step 15 Click the QoS button in the private interfaces section for Side A and check the Enable QoS check-box and click OK.

This step applies only to Side A.

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Translation Route for Avaya

Step 16 Click the QoS button in the public interfaces section for Side A and check the Enable QoS check-box and click OK.

This step applies only to Side A.

Step 17 Click Next and Finish.

Note

Do not start Unified ICM/CCNodeManager until all ICM components are installed.

Translation Route for Avaya

A translation route is a temporary destination for a call that allows call information to be delivered with the call. Network Blind Transfer is used to return the destination label to the originating CVP routing client.

Configure Unified CCE

Enable Network Transfer Preferred, on page 709

Create Service, on page 710

Configure Translation Route, on page 710

Configure Script, on page 711

Enable Network Transfer Preferred

Perform the below steps for Avaya, CVP and CUCM PIMs:

Procedure

Step 1

In Unified CCE Admin Workstation Server, navigate to Start > Cisco Unified CCE Tools > Administration

Tools > Configuration Manager

Displays Configuration Manager window.

Step 2

Expand Tools > Explorer Tools > PG Explorer.

Step 3

Choose appropriate PG from the list and expand the PG.

Step 4

Choose appropriate PIM from the list.

Step 5

Goto Routing Client tab, check Network Transfer Preferred check box.

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Translation Route for Avaya

Create Service

Procedure

Step 1

Log in to Unified CCDM portal as a tenant or sub customer.

Step 2

Select Resource Manager.

Step 3

Select the folder from the left hand side panel that you want to create service.

Step 4

Select Service from Resource drop-down list.

Step 5

Enter Name.

Step 6

Select appropriate Avaya peripheral from Peripheral drop-down list.

Step 7

Select Advanced tab, choose Cisco_Voice from Media Routing Domain drop-down list.

Step 8

Click Save.

Configure Translation Route

Procedure

Step 1

In Unified CCE Admin Workstation Server, navigate to Start > Cisco Unified CCE Tools > Administration

Tools > Configuration Manager

Displays Configuration Manager window.

Step 2

Expand Tools > Explorer Tools > Translation Route Explorer.

Step 3

In Translation Route tab: a) Enter Name.

b) Choose DNIS in Type drop-down list.

Step 4

Click Add Route.

Step 5

In Route tab: a) Enter Name b) Choose newly created service from Service drop-down list.

Step 6

Click Add Peripheral Target

Step 7

In Peripheral Target tab: a) Enter DNIS

Note

DNIS should be same as label.

b) Choose Network Trunk Group from drop-down list.

Step 8

Click Add Label.

Step 9

In Label tab: a) Choose Routing Client from drop-down list.

b) Enter Label.

Note

Post route VDN should be created as label for CVP routing client

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Step 10 Click Save.

Configure Script

Following illustration explains to configure scripts.

Figure 82: Configure Scripts

Cisco Virtualized Voice Browser

Cisco Virtualized Voice Browser

Create Golden Template for Cisco Virtualized Voice Browser, on page 711

Configure Unified CVP, on page 712

Configure Cisco Virtualized Voice Browser, on page 713

Create Golden Template for Cisco Virtualized Voice Browser

Follow this sequence of tasks to create the golden template for Voice Browser. After each task, return to this page to mark the task "done" and continue the sequence:

Sequence Done?

Tasks Notes

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Configure Unified CVP

1

2

3

4

Download

VB_11.0_vmv8_v2.5.ova

See

Open Virtualization

Format Files, on page 54

.

Create the virtual machine for Cisco

Virtualized Voice Browser.

Follow the procedure that is documented in,

Create

Virtual Machines, on

page 251 .

Install Cisco Virtualized Voice

Browser.

Convert the virtual machine to a

Golden Template.

Follow the procedure for installing VOS applications for golden templates. See

Install

Unified Communications

Voice OS based

Applications, on page

264 .

Follow the procedure

Convert the Virtual

Machine to a Golden

Template, on page 255

.

After you create all golden templates, you can run the automation process ( Automated Cloning and OS

Customization, on page 300

). After you run the automation process, configure Cisco Virtualized Voice Browser.

See

Configure Cisco Virtualized Voice Browser, on page 713

.

Configure Unified CVP

Add Cisco Virtualized Voice Browser, on page 713

Associate Dialed Number Pattern, on page 713

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Configure Cisco Virtualized Voice Browser

Add Cisco Virtualized Voice Browser

Procedure

Step 1

Login CVP operation console.

Step 2

Navigate to Device Management > Gateway.

Step 3

Enter IP Address and Hostname of unified Voice Browser.

Step 4

Keep the default trunk option in Group ID field.

Step 5

Enter Username and Password.

Step 6

Enter Enable Password.

Step 7

Keep default option in Port field.

Step 8

Click Sign in.

Step 9

Click Save.

Associate Dialed Number Pattern

Procedure

Step 1

Login CVP Operation Console.

Step 2

Select System > Dialed Number Pattern.

Step 3

Select the Dialed Number Pattern from the list that you want to associate.

Step 4

From Route to Device drop-down list, select Virtualized Voice Browser IP.

Step 5

Click Save.

Step 6

Click Deploy.

Configure Cisco Virtualized Voice Browser

Access Virtualized VB Administration Web Interface, on page 714

Access Virtualized VB Serviceability Web Page , on page 714

Add a SIP Trigger , on page 714

Configure Agent Greeting, on page 715

Configure Whisper Announcement, on page 715

Configure ASR and TTS, on page 715

Configure Courtesy Callback for Cisco VVB, on page 717

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Configure Cisco Virtualized Voice Browser

Access Virtualized VB Administration Web Interface

The web pages of the Virtualized VB Administration web interface allow you to configure and manage the

Virtualized VB system and its subsystems.

Use the following procedure to navigate to the server and log in to Vitualized VB Administration web interface.

Procedure

Step 1

Open the Cisco Virtualized Voice Browser Administration Authentication page from a web browser and enter the following case-sensitive URL:https://<servername>/appadmin

In this example, replace <servername> with the hostname or IP address of the required Virtualized VB server.

Displays Security Alert dialog box.

Step 2

Login Cisco Virtualized VB Administration using your credentials.

Note

• If you are accessing Virtualized VB for the first time, enter the Application User credentials that you specified during installation of the Virtualized VB.

• For security purposes, Cisco Virtualized VB Administration logs out after 30 minutes of inactivity.

• Virtalized VB Administration detects web-based cross-site request forgery attacks and rejects malicious client requests. It displays the error message, “The attempted action is not allowed because it violates security policies.”

Step 3

Import the license file and click Next to configure.

DisplaysComponent Activation page.

Step 4

After all the components status shows Activated, click Next.

DisplaysSystem Parameters Configuration page.

Step 5

Choose codec from the drop-down list and click Next.

Displays Language Confirmation page.

Step 6

Choose Language from the drop down list and appropriate options.

Step 7

Click Next.

Access Virtualized VB Serviceability Web Page

The Vitrualized VB Serviceability is used to view alarm and trace definitions for Virtualized VB services; start and stop the Virtualized VB Engine; monitor Virtualized VB Engine activity and to activate and deactivate services. After you log in to Cisco Virtualized VB Administration web page, you can access Virtualized VB

Serviceability:

• From Navigation drop-down list, or

• From Web Browser, enter: https://<server name or IP address>/uccxservice/.

Add a SIP Trigger

Follow the below steps to add a SIP trigger:

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Configure Cisco Virtualized Voice Browser

Procedure

Step 1

Log in to Cisco Virtualized Voice Browser Administration page.

Step 2

Select Subsystems > SIP Telephony > SIP Triggers.

Step 3

Click Add New.

Step 4

In Directory Information tab, enter Directory Number.

Step 5

Select Language from the drop-down list.

Step 6

Select Application Name from the drop-down list.

Step 7

Optional, click Show More to associate the trigger for ASR.

Step 8

In Override Media Termination field, select Yes option.

Step 9

Move required dialog groups between Select Dialog Groups and Available Dialog Groups.

Step 10 Click Add or Update to save the changes.

Configure Agent Greeting

Configure Unified CVP, on page 603

Configure Unified CCE, on page 607

Configure Unified Communications Manager, on page 612

Configure Whisper Announcement

Procedure

Step 1

Login Voice Browser Administration page.

Step 2

Navigate to Application > Application Management.

Step 3

Ensure ringtone application is listed and associated with the trigger

919191*

.

What to Do Next

Configure Unified CVP, on page 613

Configure Unified CCE, on page 614

Configure ASR and TTS

Virtualized Voice Browser supports ASR and TTS through two subsystems. Follow the below procedure to configure ASR and TTS subsystems:

Configure ASR Subsystem, on page 716

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Configure Cisco Virtualized Voice Browser

Configure TTS Subsystem, on page 716

Configure ASR Subsystem

ASR subsystem allows user to choose options through IVR:

Procedure

Step 1

Log in to Cisco Virtualized Voice Browser Administration page.

Step 2

Select Subsystems > Speech Servers > ASR Servers

Step 3

Click Add New.

Step 4

In Server Name field, enter hostname or IP address.

Step 5

Enter Port Number.

Step 6

Select Locales from the drop-down list and click Add Language.

Step 7

Check Enabled Languages check-box.

Step 8

Click Add.

Configure TTS Subsystem

TTS subsystem converts plain-text (UNICODE) into IVR.

Procedure

Step 1

Log in to Cisco Virtualized Voice Browser Administration page.

Step 2

Select Subsystems > Speech Servers > TTS Servers

Step 3

Click Add New.

Step 4

In Server Name field, enter hostname or IP address.

Step 5

Enter Port Number.

Step 6

Select Locales from the drop-down list and click Add Language.

Step 7

Check Enabled Languages check-box.

Step 8

Select Gender from the below options:

• Male

• Female

• Neutral

Note

Select at least one gender for each enabled language.

Step 9

Click Add.

Note

Click Update to modify the existing configuration.

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Configure Cisco Virtualized Voice Browser

Configure Courtesy Callback for Cisco VVB

Procedure

Step 1

Log in to Cisco Virtualized Voice Browser Administration page.

Step 2

Select Application > Application Management.

Step 3

Select Comprehensive from the list.

Step 4

Ensure Comprehensive application is associated with the trigger 777777777*

What to Do Next

Configure courtesy callback for gateway, Unified CVP and Unified CCE, see

Configure Courtesy Callback,

on page 592

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C H A P T E R

14

Remote Deployment Options

Global Deployments, page 719

Configure Local Trunk, page 726

Global Deployments

Global Deployments allows Service Providers to deploy remote data centers with centralized management.

The following Global deployment topologies are supported with standard HCS deployment models.

Remote CVP Deployment, on page 719

Remote CVP and CUCM Deployment, on page 724

Remote CVP Deployment

The Remote CVP deployment requires the following servers deployed at the remote Data centers. The maximum

RTT with central controller over the WAN is restricted up to 400ms.

Prerequisite: Standard HCS deployment model at the Core Data center.

Unified CVP Servers for Remote CVP Deployment, on page 719

Unified CCE Servers for Remote CVP Deployment, on page 722

Configure Cisco IOS Enterprise Voice Gateway, on page 369

Unified CVP Servers for Remote CVP Deployment

Use the Golden Template tool to deploy the remote CVP servers from the Golden templates. This section explains the procedures to configure Unified CVP servers at Remote Data center.

Configure Remote CVP Server

To configure the remote CVP servers, See

Configure Unified CVP Server, on page 348

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Configure Operations Console for Remote CVP for Remote Deployment

Add the remote CVP server components in CVP OAMP and change the UDP transmission, Heartbeat properties.

Sequence Task Done?

1

2

3

Validate Network Card, on page 348

Enable Unified CVP Operations Console, on page 360

Configure Unified CVP Call Server for Remote Deployment,

on page 720

4

5

6

7

Configure Unified CVP VXML Server Component, on page 361

Configure Unified CVP Reporting Server, on page 361

Configure Unified CVP Media Server, on page 362

Install Unified CVP licenses, on page 363

8

9

10

11

12

13

14

15

Configure Gateways, on page 363

Add Unified CCE Devices, on page 365

Add Unified Communications Manager Devices, on page 365

Add Unified Intelligence Center Devices , on page 366

Transfer Scripts and Media Files, on page 364

Configure SNMP, on page 364

Configure SIP Server Group for Remote Deployment, on page

721

Configure Dialed Number Patterns, on page 367

Configure Unified CVP Call Server for Remote Deployment

Procedure

Step 1

On the Unified CVP OAMP server, go to Start > All Programs > Cisco Unified Customer Voice Portal.

Step 2

Click Operations Console and log in.

Step 3

Navigate to Device Management > Unified CVP Call Server.

Step 4

Click Add New.

Step 5

On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM,

IVR, and SIP. Click Next.

Step 6

Click the ICM tab. For each of the Cisco Unified CVP Call Servers, retain the default port of 5000 for the

VRU Connection Port.

Step 7

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.

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Remote CVP Deployment

d) Set the UDP Retransmission Count to 3 in Advanced Configuration.

Step 8

Click the Device Pool tab. Make sure the default device pool is selected.

Step 9

(Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as follows: a) Enter the IP address or the hostname of the syslog server.

Example:

Prime server b) Enter 514 for the port number of the syslog server.

c) Enter the name of the backup server to which the reporting server writes log messages.

d) In the Backup server port number field, enter the port number of the backup syslog server.

Step 10 Click Save & Deploy.

Step 11 Repeat this procedure for the remaining Unified CVP Call Servers.

Configure SIP Server Group for Remote Deployment

SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.

Procedure

Step 1

In the Unified CVP Operations Console, navigate to System > SIP Server Group .

Step 2

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.

e) Repeat Steps c and d for each Unified Communications Manager subscriber. Click Save.

Note

Do not put the Publisher node in the server group.

SIP server group for Communications Manager is not required for SCC deployment as there is no direct

SIP trunk created from Communications Manager to CVP in SCC model.

Step 3

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.

Step 4

Associate these server groups to all Unified CVP Call Servers:

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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.

Step 5

Click Heartbeat Properties and make the following changes, else skip this step.

a) Change the Number of Failed Heartbeats for Unreachable Status field to 3.

b) Change the Heartbeat Timeout field to 800 ms.

Step 6

Click Deployment Status to make sure that you applied the configuration.

Note

In the small contact center agent deployment, CUBE(SP) does not support FQDN configuration, therefore, you cannot create SIP server group pointing to CUBE(SP) for each sub customer.

Unified CCE Servers for Remote CVP Deployment

Use the Golden Template tool to deploy the remote CCE VRU PG from the Golden templates. This section explains the procedures to configure Unified CCE at Remote Data center.

Modify Unified CCE Router

See

Configure the Unified CCE Router, on page 405

and modify the value in Enable Peripheral Gateways dialog box by incrementing the value.

Add Remote VRU PG Using Unified CCE Configuration Manager

Complete the following procedure to add remote VRU PG using Unified CCE Configuration Manager.

Procedure

Step 1

On the Unified CCE Admin Workstation Server, navigate to Start > Cisco Unified CCE Tools >

Administration Tools > Configuration Manager.

Step 2

In Configuration Manager Window, expand Tools > Explorer Tools and open PG Explorer. Add the Remote

VRU PG, PIMs and Routing clients.

Step 3

Navigate Tools > Explorer Tools and open Network VRU Explorer. Associate the Network VRU label with the remote VRU PG Routing clients.

Step 4

Navigate Tools > List Tools and open Expanded Call Variable List. Enable the ECC variable user.microapp.media_server.

Step 5

Navigate Tools > List Tools and open Agent Targeting Rule. Add the remote VRU PG routing clients.

Configure VRU PG for Remote CVP Deployment

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on Side

A and then repeat the same procedure for Side B.

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Remote CVP Deployment

Procedure

Step 1

Choose Start > All programs > Cisco Unified CCE Tools >Peripheral Gateway Setup.

Step 2

Click Add in the ICM Instances pane.

a) In the Add Instance window, select Facility and Instance from the drop-down list.

b) Enter 0 in the Instance Number field. Click Save.

Step 3

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral

Gateway.

Step 4

In the Peripheral Gateway Properties dialog box: a) Check Production Mode.

b) UnCheck Auto start system startup.

c) Check Duplexed Peripheral Gateway.

d) Choose PGXX in the PG node Properties ID field.

e) Click the appropriate Side (Side A or Side B).

f) Under Client Type pane, add VRU to the selected types.

g) Click Next.

Step 5

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click

Add and configure PIM1 with the Client Type of VRU as follows: a) Check Enabled.

b) In the peripheral name field, enter a name of your choice.

c) In the Peripheral ID field, Refer to PG explorer and enter the value.

d) In the VRU hostname field, enter the hostname of Remote CVP server.

e) In the VRU Connect port field, enter 5000.

f) In the Reconnect interval (sec) field, enter 10.

g) In the Heartbeat interval (sec) field, enter 5.

h) In the DSCP field, choose CS3(24).

i) Click OK.

Step 6

Refer to PG Explorer and Enter the value in the Logical Controller ID field.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field.

Step 8

In the VRU Reporting pane, select Service Control and check Queue Reporting, Click Next.

Step 9

In the Device Management Protocol Properties dialog box, configure as follows: a) Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring

Side B.

b) Choose Call Router is Remote in Side A Properties panel.

c) Choose Call Router is Remote in Side B Properties panel.

d) Accept the default value in the Usable Bandwidth (kbps) field.

e) Enter 4 in the Heartbeat Interval (lOOms) field. Click Next.

Step 10 In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public

(Visible) Interfaces.

a) Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK. This step applies only to Side A.

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b) Click the QoS button in the Public (Visible) Interfaces section. In the PG Visible Link QoS Settings, check

Enable QoS, click OK. This step applies only to Side A.

c) In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 11 In the Check Setup Information dialog box, click Next.

Step 12 In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Remote CVP and CUCM Deployment

The Remote CVP and CUCM deployment requires the following servers deployed at the remote Data centers.

The maximum RTT with central controller over the WAN is restricted up to 400ms. Use the Golden Template tool to deploy the remote CCE, CVP, CUCM and Finesse servers from the Golden templates.

Prerequisite: Standard HCS deployment model at the Core Data center

Configure Unified CVP, on page 347

Unified CCE Servers for Remote CVP and CUCM Deployment, on page 724

Configure Unified Communications Manager, on page 375

Configure Cisco IOS Enterprise Voice Gateway, on page 369

Configure Cisco Finesse, on page 392

Unified CCE Servers for Remote CVP and CUCM Deployment

Use the Golden Template tool to deploy the remote CCE Generic PG from the Golden templates. This section explains the procedures to configure Unified CCE servers at Remote Data center.

Modify Unified CCE Router

See

Configure the Unified CCE Router, on page 405

and modify the value in Enable Peripheral Gateways dialog box by incrementing the value.

Add Remote Generic PG Using Unified CCE Configuration Manager

Complete the following procedure to add remote Generic PG using Unified CCE Configuration Manager.

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Remote Deployment Options

Remote CVP and CUCM Deployment

Procedure

Step 1

On the Unified CCE Admin Workstation Server, navigate to Start > Cisco Unified CCE Tools >

Administration Tools > Configuration Manager.

Step 2

In Configuration Manager Window, expand Tools > Explorer Tools and open PG Explorer. Add the Remote

Generic PG, CUCM and VRU PIMs and their Routing clients.

Step 3

Navigate Tools > Explorer Tools and open Network VRU Explorer. Associate the Network VRU label with the remote Generic PG Routing clients.

Step 4

Navigate Tools > List Tools and open Expanded Call Variable List. Enable the ECC variable user.microapp.media_server.

Step 5

Navigate Tools > List Tools and open Agent Targeting Rule. Add the remote Generic PG routing clients.

Configure Generic PG for Remote CVP and CUCM Deployment

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on Side

A and then repeat the same procedure for Side B.

Procedure

Step 1

Choose Start > All programs > Cisco Unified CCE Tools >Peripheral Gateway Setup.

Step 2

Click Add in the ICM Instances pane.

a) In the Add Instance window, select Facility and Instance from the drop-down list.

b) Enter 0 in the Instance Number field. Click Save.

Step 3

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral

Gateway.

Step 4

In the Peripheral Gateway Properties dialog box: a) Check Production Mode.

b) UnCheck Auto start system startup.

c) Check Duplexed Peripheral Gateway.

d) Choose PGXX in the PG node Properties ID field.

e) Click the appropriate Side (Side A or Side B).

f) Under Client Type pane, add CUCM and VRU to the selected types.

g) Click Next.

Step 5

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click

Add and configure PIM1 with the Client Type of CUCM as follows: a) Check Enabled.

b) In the Peripheral name field, enter a name of your choice.

c) In the Peripheral ID field, Refer to PG explorer and enter the value.

d) In the Agent extension length field, enter extension length for this deployment.

e) In the Unified Communications Manager Parameters pane, configure as follows:

• In the Service field, enter the hostname of the Unified Communications Manager Subscriber.

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• In the User ID field, enter pguser.

• In the User password field, enter the password of the user that will be created on Unified

Communications Manager.

f) In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729.

g) Click OK.

Step 6

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click

Add and configure PIM2 with the Client Type of VRU as follows: a) Check Enabled.

b) In the peripheral name field, enter a name of your choice.

c) In the Peripheral ID field, Refer to PG explorer and enter the value.

d) In the VRU hostname field, enter the hostname of Remote CVP server.

e) In the VRU Connect port field, enter 5000.

f) In the Reconnect interval (sec) field, enter 10.

g) In the Heartbeat interval (sec) field, enter 5.

h) In the DSCP field, choose CS3(24).

i) Click OK.

Step 7

Refer to PG Explorer and Enter the value in the Logical Controller ID field.

Step 8

Enter 0 in the CTI Call Wrapup Data delay field.

Step 9

In the VRU Reporting pane, select Service Control and check Queue Reporting. Click Next.

Step 10 In the Device Management Protocol Properties dialog box, configure as follows: a) Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring

Side B.

b) Choose Call Router is Remote in Side A Properties panel.

c) Choose Call Router is Remote in Side B Properties panel.

d) Accept the default value in the Usable Bandwidth (kbps) field.

e) Enter 4 in the Heartbeat Interval (lOOms) field. Click Next.

Step 11 In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public

(Visible) Interfaces.

a) Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK. This step applies only to Side A.

b) Click the QoS button in the Public (Visible) Interfaces section. In the PG Visible Link QoS Settings, check

Enable QoS, click OK. This step applies only to Side A.

c) In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 12 In the Check Setup Information dialog box, click Next.

Step 13 In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Local Trunk

Complete the following procedures to configure Local Trunk.

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Configure Unified CVP, on page 727

Configure Unified Communications Manager, on page 728

The following figure shows the Local Trunk configuration.

Figure 83: Local Trunk configuration

Configure Unified CVP

Configure Unified CVP

Complete the following procedure to configure Unified CVP using Operation Console for local trunk:

Procedure

Step 1

In Device Management > Unified CM > Enable Synchronization for Location, enable synchronization and provide the credentials required for login.

Step 2

Choose System > Location and click Synchronize to retrieve the locations defined on Unified CM (Publisher).

Step 3

Choose System > Location and verify that the locations have been synchronized from Unified CM (Publisher).

Step 4

Choose Device Management > Gateway and define the gateways Ingress, VXML, and Voice Browser.

Step 5

Choose System > Location and select a location:

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a) Assign a Site ID and Location ID to the location, and then add the associated gateways Ingress, VXML, and Voice Browser to the location.

Step 6

Choose System > Location; navigate to Call Server Deployment and select the Call Servers where you want to deploy configuration.

Step 7

Click Save and Deploy.

Step 8

For the insertion point of the SiteID, use the default location between the Network VRU label and the correlation

ID.

Step 9

Choose System > Dialed Number Pattern to create static routes to send calls to the branch VXML gateway or Voice Browser. It appends the site ID to the Network VRU label of Unified CVP routing client.

Example:

Consider Unified CCE Network VRU label for Unified CVP routing client is 9999331010. For queuing purpose, CVP route sends the call that is originated from branch 1 phone to branch 1 VXML gateway or Voice browser, it uses "001" as a site code for branch 1. Also, this site code define the routes for ringtone and error to send to local branch VXML gateway or Voice Browser.

Configure Unified Communications Manager

Complete the following procedures to configure Unified Communications Manager for the Local Trunk.

Add Location, on page 728

Verify Application User Roles, on page 729

Configure SIP Profile for LBCAC, on page 729

â—¦

Deploy SIP Trunk for Central Branch , on page 730

â—¦

Deploy SIP Trunk for Local Branches, on page 730

Configure Location Bandwidth Manager, on page 730

Add Location

Procedure

Step 1

Login to Cisco Unified Communication Manager Administration console.

Step 2

Navigate System > Location Info > Location.

Step 3

Click Add New.

Step 4

In Location Information panel, enter the location name in Name field.

Step 5

In Links - Bandwidth Between This Location and Adjacent Locations panel, enter the following.

a) Select the location

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b) Enter the bandwidth configurations.

Step 6

Click Save.

What to Do Next

Select the created location on Phone, see Add Phones, on page 581

.

Verify Application User Roles

Procedure

Step 1

Login to Cisco Unified Communications Manager Administration page.

Step 2

Choose Unified Serviceability from Navigation drop-down list and click Go.

Step 3

Choose Tools > Control Center > Feature Services.

Step 4

Choose Server from the drop-down list.

Step 5

Start the Cisco AXL Web Service, if it is not started.

Step 6

Select Cisco Unified CM Administration from Navigation drop-down list and click Go.

Step 7

Choose User Management > Application User.

Step 8

Check if you have an application user with the role of Standard AXL API Access , in Permissions Information panel, if it is not there, create a new application user, or add the user to a group that has the role of Standard

AXL API Access.

Configure SIP Profile for LBCAC

Procedure

Step 1

Log into the Cisco Unified Communication Manager Administration page.

Step 2

Navigate Device > Device Settings > SIP Profile.

Step 3

Click Add New.

Step 4

Enter a name for the SIP Profile.

Step 5

In Trunk Specific Configuration panel , select Call-Info Header with the Purpose Equal to x-cisco-orig

IP from the Reroute Incoming Request to New Trunk Based on drop-down list.

Step 6

In the SIP OPTIONS Ping panel, check Enable OPTIONS Ping to monitor destination status for Trunks

with Service Type "None(Default)" check-box.

Step 7

Click Save.

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Deploy SIP Trunk for Central Branch

Procedure

Step 1

Create a SIP Trunk Security Profile, see

Create SIP Trunk Security Profile, on page 759

.

Step 2

Create a SIP Trunk towards the CVP/SIP proxy server.

Note

1

In step 5 of creating SIP Trunk procedure, select Run On All Active Unified CM Nodes check-box.

2

Associate the new SIP profile with the SIP trunk. See,

Create SIP Trunk, on page 759

.

This routes the Network VRU label of the Unified Communications Manager routing client to the

Unified CVP Call Servers.

Step 3

Create a route pattern pointing the Network VRU Label of the Unified Communications Manager routing client to the SIP trunk towards the CVP/SIP proxy, see

Add Route Pattern, on page 577

.

Deploy SIP Trunk for Local Branches

Procedure

Create a SIP trunk for each ingress gateway and assign the location of these ingress TDM-IP gateways as the actual branch location.

Note 1

In step 5 of creating SIP Trunk procedure, select Run On All Active Unified CM Nodes check-box.

2

Associate the new SIP profile with the SIP trunk. See,

Create SIP Trunk, on page 759

.

Configure Location Bandwidth Manager

Procedure

Step 1

Choose Tools > Control Center > Feature Services from Cisco Unified Serviceability.

Step 2

Start the Cisco Location Bandwidth Manager, if it is not started

Step 3

Choose System > Location info > Location Bandwidth Manager group from Cisco Unified CM

Administration.

Step 4

Click Add New enter the name and select the active and standby member (CUCM node) and click Save.

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Solution Serviceability

Monitor System Performance, page 731

Collect System Diagnostic Information Using Unified System CLI, page 735

Monitor System Performance

Monitoring system performance is one way to help maintain the system. Use vCenter to monitor the following critical Cisco HCS components to ensure that the virtual machines perform within system tolerances:

• CPU

• Memory

• Disk

• Network

Virtual Machine Performance Monitoring

The virtual machines must operate within the specified limits of the Virtual Machine performance counters listed in the following table.

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Table 78: Virtual Machine Performance Counters

Category

CPU

Counter

CPU Usage

(Average)

Description Threshold

The CPU usage average in percentage for the VM and for each of the vCPUs.

60%

CPU Usage in MHz

(Average)

CPU Ready

The CPU usage average in MHz.

95 percentile is less than 60% of the total MHz available on the VM.

Total MHz = vCPUs x (Clock

Speed).

The time a virtual machine or other process waits in the queue in a ready-to-run state before it can be scheduled on a CPU.

150 mSec.

Memory Memory Usage

(Average)

Memory Active

(Average)

Memory Usage = Active / Granted

* 100

80%

Memory that the guest OS and its applications actively use or reference. The server starts swap when it exceeds the amount of memory on the host.

95 percentile is less than 80% of the granted memory.

Memory Balloon

(Average)

Memory Swap used

(Average)

ESXi uses balloon driver to recover memory from less memory-intensive

VMs so it can be used by those with larger active sets of memory.

0

ESX Server swap usage. Use the disk for RAM swap.

0

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Category Counter

Disk Disk Usage

(Average)

Disk Usage Read rate

Description Threshold

Disk Usage = Disk Read rate + Disk

Write rate

Ensure that your SAN is configured to handle this amount of disk I/O.

The rate of reading data from the disk.

Ensure that your SAN is configured to handle this amount of disk I/O.

Disk Usage Write rate

Disk Commands

Issued

The rate of writing data to the disk.

Ensure that your SAN is configured to handle this amount of disk I/O.

The number of disk commands issued on this disk in the period.

Disk IO per second

IOPS = Disk Commands Issued / 20

Ensure that your SAN is configured to handle this amount of disk I/O.

Stop Disk Command The number of disk commands aborted on this disk in the period. The disk command aborts when the disk array takes too long to respond to the command.

(Command timeout).

0

Network Network Usage

(Average)

Network Data

Receive Rate

Network Data

Transmit Rate

Network Usage = Data receive rate

+ Data transmit rate

30% of the available network bandwidth.

The average rate at which data is received on this Ethernet port.

30% of the available network bandwidth.

The average rate at which data is transmitted on this Ethernet port.

30% of the available network bandwidth.

ESXi Performance Monitoring

The virtual machines must operate within the specified limits of the ESXi performance counters listed in the following table. The counters listed apply to all hosts that contain contact center components.

Table 79: ESXi Performance Counters

Category

CPU

Counter

CPU Usage

(Average)

Description Threshold

CPU Usage Average in percentage for ESXi Server overall and for each of the CPU processors.

60%

CPU Usage in MHz

(Average)

CPU Usage Average in MHz for

ESXi server overall and for each of the CPU processors.

60% of the available CPU clock cycles.

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Category Counter

Memory Memory Usage

(Average)*

Memory Used by

VMKernel

Disk

Description Threshold

Memory Usage = Active / Granted

* 100

80%

Memory Used by VMKernel 95 percentile is less than 80% of

2GB.

Memory Balloon

(Average)

SwapUsed

Disk Commands

Issued

Disk Commands

Aborts

ESX use balloon driver to recover memory from less memory-intensive

VMs so it can be used by those with larger active sets of memory.

0

ESX Server swap usage. Use the disk for RAM swap.

0

Number of disk commands issued on this disk in the period.

Disk IO per second

IOPS = Disk Commands Issued / 20

Number of disk commands aborted on this disk in the period.

0

Disk command aborts when the disk array is taking too long to respond to the command. (Command timeout).

Disk Command

Latency

Kernel Disk

Command Latency

The average amount of time taken for a command from the perspective of a Guest OS.

20 mSec.

Disk Command Latency = Kernel

Command Latency + Physical

Device Command Latency.

The average time spent in ESX

Server VMKernel per command.

Kernel Command Latency should be very small compared to the

Physical Device Command Latency, and it should be close to zero.

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Category Counter

Network Network Usage

(Average)

Network Data

Receive Rate

Network Data

Transmit Rate droppedTx droppedRx

Description Threshold

Network Usage = Data receive rate

+ Data transmit rate

30% of the available network bandwidth.

The average rate at which data is received on this Ethernet port.

30% of the available network bandwidth.

The average rate at which data is transmitted on this Ethernet port.

Number of transmitting packets dropped.

Number of receiving packets dropped.

30% of the available network bandwidth.

0

0

* The CVP Virtual Machine exceeds the 80% memory usage threshold due to the Java Virtual Machine memory usage.

Collect System Diagnostic Information Using Unified System

CLI

When a Unified Contact Center operation issue arises, you can use the Unified System CLI tool to collect data for Cisco engineers to review.

For example, you can use the System CLI if you suspect a call is not handled correctly. In this case you use the show tech-support system command to collect data and send the data to Cisco support.

The Unified System CLI includes the following features:

• Installs automatically on all Unified CCE and Unified CVP servers

• Retrieves your entire solution topology automatically from the Unified CCDM/OAMP server.

• Uses a consistent command across multiple products and servers.

• Executes as a Windows scheduled job.

The following figure shows the devices and Cisco Unified products that the Unified System CLI interacts with.

Figure 84: Unified System CLI Commands

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Solution Serviceability

To collect system diagnostic information from the components perform the following.

Run Unified System CLI in the Local Machine, on page 736

Run Unified System CLI in the Remote Machine, on page 737

Run Unified System CLI in the Local Machine

Procedure

Step 1

Start system CLI from Unified CCE servers.

a) Go to Start > All Programs > Cisco Unified CCE Tools > Unified System CLI.

b) Enter the username(domain.com\username) and password.

c) Enter the Instance (optional) and click Enter.

Step 2

Start system CLI from Unified CVP servers.

a) Go to Start > All Programs >Cisco Unified Customer Voice Portal > Unified System CLI b) Enter the username(wsmadmin) and password for the wsmadmin user.

c) Click Enter.

Step 3

Start system CLI from CCDM servers.

a) Go to Start > All Programs > Domain Manager > Unified System CLI.

b) Enter the username(wsmadmin) and password for the wsmadmin user.

c) Enter the Instance (optional) and click Enter.

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Run Unified System CLI in the Remote Machine

Procedure

Step 1

Install the Unified CVP Operations Console Resource Manager (ORM) component on a separate network management virtual machine to ensure that performance of critical components is not affected during log collections.

Step 2

Add and deploy the network management machine as a web service using Unified CVP OAMP.

Step 3

Make sure that you added all solution components as devices using OAMP as described in these sections:

Add Unified CCE Devices, on page 365

Add Unified Communications Manager Devices, on page 365

Add Unified Intelligence Center Devices , on page 366

Configure Unified CVP Reporting Server, on page 361

Step 4

Run the Unified System CLI to collect system diagnostic information from any of the components.

You can use the show tech-support system command to collect all information and logs from some or all of the components. You can use other commands to collect a subset of the information.

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Appendix

Migrate CCE Servers to the New Domain, page 739

Supported Gadgets and API, page 740

Cisco Unified Communications Manager Configurations , page 743

Base Configuration Parameters , page 768

IOPS values for Unified Communication Manager , page 787

Mount and Unmount ISO Files, page 787

Set Up NTP and Time Configuration at the Customer Site, page 788

CCDM Logging and MaxSizeRollBackups, page 789

Automation Tool Spreadsheet, page 790

Install and Configure Jabber for Windows, page 793

Migrate CCE Servers to the New Domain

Associate Virtual Machine with New Domain, on page 739

Associate Unified CCE with New Domain, on page 740

Associate Virtual Machine with New Domain

Complete the following procedure to associate the virtual machine with the new domain.

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Associate Unified CCE with New Domain

Procedure

Step 1

Login to the machine using the local Administrator account.

Step 2

Launch Server Manger and click Change System Properties.

Step 3

Remove the machine from the old domain and reboot.

Step 4

Login to the machine again using the local Administrator account.

Step 5

Launch Server Manger and click Change System Properties.

Step 6

Enter the Fully Qualified Domain Name and click OK.

Step 7

Enter the domain administrator username and password.

Step 8

Reboot the server and log in to the domain with the domain credentials.

Associate Unified CCE with New Domain

Complete the following steps to associate the Unified CCE with the new domain.

Procedure

Step 1

Open the Domain Manager application from the Cisco Unified CCE Tools folder.

Step 2

Choose All Programs > Cisco Unified CCE Tools > Domain Manager.

Step 3

Choose the Domain Name.

Step 4

Add the Cisco Root organizational unit (OU), a Facility organizational unit (OU), and an Instance organizational unit (OU).

Step 5

Configure the following to change the domain for Unified CCE applications: a) Run Web Setup.

b) Choose Instance Management.

c) Select the Instance to be modified, then click Change Domain.

The Change Domain page appears, displaying the currently configured domain and the new domain name.

d) Click Save.

A query is sent to confirm that you want to change the domain.

e) Click Yes.

The Instance List page appears.

Note

Verify the change of Domain in Administrator and Workstation Database (AWDB) and instance name in all Unified CCE components.

Supported Gadgets and API

Supported API for HCS, on page 741

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Supported API for HCS

Supported Gadgets for HCS, on page 742

Administrator API, on page 742

Supported API for HCS

API filters are built to look at the URL and the deployment model to determine if the API is accessible. It also supports read-write (GET/PUT/POST/DELETE) or read-only access to each API.

Note

Agents can only perform attribute update.

The following tables show the supported API for the HCS deployment model.

Table 80: Supported API for HCS

Create Update API

Active Directory Domain

Agent

Read

x x

Agent State Trace

Asynchronous

Attribute

Bucket Interval

Congestion Control

Context Service Configuration

Context Service Registration

Deployment Type Info

Machine Inventory

Media Routing Domain

Network VRU Script

Precision Queue

Reason Code

Scan x x x x x x x x x x x x x x x x x x x

Delete

x x x x x x x x x x x x x x x (only attribute assignment) x x x x x x x x

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Supported Gadgets for HCS

API

Serviceability

Status

Create Read

x x

Update Delete

Supported Gadgets for HCS

To access the gadget, on the Administration and Data server, click Start and navigate to All Programs >

Cisco Unified CCE Tools->Administration Tools and open Unified CCE Web administration. The following table shows the CRUD operations supported by the HCS gadgets.

Gadget

Agent

Agent State Trace

Attribute

Bucket Interval

Context Service

Create

x x x x x x

Read

x

Update

x x x x x (only attribute assignment)

Delete

x x x x x x x

Deployment x

Media Routing

Domain

Network VRU

Script

Precision Queue

Reason Code

Settings

(Congestion

Control)

System Information x x x x x x x x x x x x x x x x

x- Stands for supported

Administrator API

An administrator is an Active Directory user who has been provided access to the system.

Use the Administrator API to list the administrators currently defined in the database, define new administrators, and view, edit, and delete existing administrators.

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Cisco Unified Communications Manager Configurations

URL

https://<server>:<serverport>/unifiedconfig/config/administrator

For more details on Administrator API, see the Cisco Packaged Contact Center Enterprise Developer Reference

Guide at https://developer.cisco.com/site/packaged-contact-center/documentation/index.gsp

.

Cisco Unified Communications Manager Configurations

Provision Cisco Unified Communications Manager, on page 743

Provision Cisco Unified Communications Manager for Core Component Integrated Options, on page

755

Provision Cisco Unified Communication Manager for Optional Cisco Components, on page 761

Provision Cisco Unified Communications Manager

Complete the following procedures to provision Cisco Unified Communications Manager.

Note

This section is only for reference. You must configure Unified CM using Unified Communications Domain

Manager.

Set Up Device Pool , on page 744

Set Up Unified Communications Manager Groups , on page 744

Set Up CTI Route Point , on page 745

Set Up Trunk , on page 745

Set Up SIP Options, on page 746

Set Up Application User , on page 746

Set Up Route Pattern , on page 747

Set Up Conference Bridge , on page 747

Set Up Media Termination Point , on page 748

Set Up Transcoder , on page 748

Set Up Media Resource Group , on page 748

Set Up Enterprise Parameters , on page 750

Set Up Service Parameters, on page 750

Set up Music on Hold Server Audio Source, on page 752

Set up Service Parameters for Music on Hold, on page 753

Set up Phone Configuration for Music on Hold, on page 753

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Provision Cisco Unified Communications Manager

Set Up Device Pool

Complete the following procedure to configure a device pool.

Procedure

Step 1

Choose System > device pool.

Step 2

Click Add new.

Step 3

Provide an appropriate device pool name in Device Pool Name.

Step 4

Select a corresponding Call manager group in Cisco Unified Communications Manager group.

Step 5

Select appropriate Date/Time Group and Region.

Step 6

Select an appropriate Media resource group list in Media Resource Group List.

Step 7

Click Save.

Set Up Unified Communications Manager Groups

Complete the following procedure to add a Unified Communications Manager to the Unified Communications

Manager Group.

Before you configure a Unified Communications Manager Group, you must configure the Unified

Communications Managers that you want to assign as members to that group.

Procedure

Step 1

Login to the Cisco Unified Communication Manager Administration page, choose System > Server.

Step 2

Make sure that you configured both the Publisher and Subscriber.

a) Click Add New.

b) Select appropriate Server Type Eg: CUCM Voice/Video Select Next.

c) Enter the Host Name/IP Address.

d) Click Save.

Step 3

Choose System > Cisco Unified CM.

Step 4

Click Find.

Step 5

Make sure that you configured both the Publisher and Subscriber.

Step 6

Choose System > Cisco Unified CM Group.

Step 7

Add both Cisco Unified Communications Managers to the Default Unified Communications Manager Group.

Select Default and from the Available Cisco unified communication managers select both Publisher and

Subscriber to Selected Cisco Unified Communications Managers

Step 8

Click Save.

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Set Up CTI Route Point

Complete the following procedure to add a computer telephony integration (CTI) route point for agents to use for transfer and conference.

Procedure

Step 1

Choose Device > CTI Route Point.

Step 2

Click Add New.

Step 3

Use the wildcard string XXXXX to represent the digits of the dialed number configured on the Unified CCE.

Note

For example, the preconfigured dialed number in the Unified CCE for an agent phone is 10112.

Step 4

Select the appropriate device pool.

Step 5

Click Save.

Set Up Trunk

Complete the following procedure to configure a trunk for the Unified CVP Servers.

Procedure

Step 1

Choose Device > Trunk.

Step 2

Click Add New.

Step 3

From the Trunk Type drop-down list, choose SIP Trunk, and then click Next.

Step 4

In the Device Name field, enter a name for the SIP trunk.

Step 5

In the Description field, enter a description for the SIP trunk.

a) Enter the SIP Trunk name in the Device Name Field.

b) Select the appropriate Device Pool.

Step 6

Click Next.

Step 7

In the Trunk Configuration window, enter the appropriate settings: a) Uncheck the Media Termination Point Required check box.

b) Enter the Destination Address.

c) Select the appropriate SIP Trunk Security Profile d) From the SIP Profile drop-down list, choose Standard SIP Profile.

e) From the DTMF Signaling Method drop-down list, choose RFC 2833.

Step 8

Click Save.

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Set Up Application User

Procedure

Step 1

Choose User Management > Application User.

Step 2

In the Application User Configuration window, click Add New.

Step 3

Enter the User ID that you entered in

Set Up Enterprise Parameters , on page 750

. Unified CCE defines the user ID as pguser.

Step 4

Enter cisco in the Password field.

Note

If you change this user ID or password in Unified CCE, you must also change the Unified

Communications Manager application user configuration.

Step 5

Add the application user to the Standard CTI Enabled Group and Role: a) Click Add to Access Control Group.

b) Select the Standard CTI Enabled group.

c) Select the Standard CTI Allow Control of Phones supporting Connected Xfer and conf group.

d) Select the Standard CTI Allow Control of Phones supporting Rollover Mode group.

e) Click Add Selected.

f) Click Save.

Step 6

Associate the CTI route points and the phones with the application user.

Step 7

Click Save.

Set Up SIP Options

Procedure

Step 1

Login to CUCM administration page.

Step 2

Navigate to Device > Device Settings > SIP Profile.

Step 3

Click Add New.

Step 4

Enter Name.

Step 5

Check Enable OPTIONS Ping to monitor destination status for Trunks with Service Type "None

(Default)" check box, in SIP OPTIONS Ping panel.

Step 6

Click Save.

Note

Once SIP profile is created, map newly added SIP profile to agent phones.

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Set Up Route Pattern

Procedure

Step 1

Choose Call Routing > Route Hunt > Route Pattern.

Step 2

Add a route pattern for the Unified CVP routing clients as follows: a) Click Add New.

b) In the Route Pattern field, enter 7777777777!

c) In the Gateway/Route List field, choose SIPTRK_to_CVP_1.

d) Click Save.

Step 3

Add a route pattern for the Cisco Unified Communications Manager routing client.

a) Click Add New.

b) In the Route Pattern field, enter 8881111!

c) In the Gateway/Route List field, choose SIPTRK_to_CVP_1.

d) Click Save.

Note

These route patterns must match the network VRU label defined in Unified

CCE.

Set Up Conference Bridge

Procedure

Step 1

Choose Media Resources > Conference bridge.

Step 2

Add a conference bridge for each ingress/VXML combination gateway in the deployment.

Step 3

In the Conference Bridge name field, enter a unique identifier for the conference bridge name that coincides with the configuration on the gateway.

Step 4

Click Save.

Step 5

Click Apply Config.

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Set Up Media Termination Point

Procedure

Step 1

Choose Media Resources > Media Termination Point.

Step 2

Add a media termination point for each ingress/VXML combo gateway in the deployment.

Step 3

In the Media Termination Point Name field, enter a media termination point name for each ingress/VXML combo gateway in the deployment.

Step 4

Click Save.

Step 5

Click Apply Config.

Set Up Transcoder

Procedure

Step 1

Choose Media Resources > Transcoder.

Step 2

Add a transcoder for each ingress/VXML combo gateway in the deployment.

Step 3

In the Device Name field, enter a unique identifier for the transcoder that coincides with the configuration on the gateway.

Step 4

Click Save.

Step 5

Click Apply Config.

Set Up Media Resource Group

Complete the following procedure to configure a media resource group for conference bridge, media termination point, and transcoder.

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Provision Cisco Unified Communications Manager

Procedure

Step 1

Choose Media Resources > Media Resource Group.

Step 2

Add a Media Resource Group for Conference Bridges.

Step 3

Select all the hardware conference bridge resources configured for each ingress/VXML combination gateway in the deployment and add them to the group.

Step 4

Click Save.

Step 5

Choose Media Resources > Media Resource Group.

Step 6

Add a Media Resource Group for Media Termination Point.

Step 7

Select all the hardware media termination points configured for each ingress/VXML combination gateway in the deployment and add them to the group.

Step 8

Click Save.

Step 9

Choose Media Resources > Media Resource Group.

Step 10 Add a Media Resource Group for Transcoder.

Step 11 Select all the transcoders configured for each ingress/VXML combination gateway in the deployment and add them to the group.

Step 12 Click Save.

Set Up and Associate Media Resource Group List

Complete the following procedure to configure and associate a media resource group list. Add the media resource group list to the following devices and device pool.

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Provision Cisco Unified Communications Manager

Procedure

Step 1

Choose Media Resources > Media Resource Group List.

Step 2

Add a Media Resource Group list and associate all of the media resource groups.

Step 3

Click Save.

Step 4

Choose System > Device Pool.

Step 5

Click Default.

Step 6

From the Media Resource Group List drop-down list, choose the media resource group added in Step 2.

Step 7

Click Save.

Step 8

Click Reset.

Step 9

Choose Device > CTI Route Point.

Step 10 Click the configured CTI Route Point. For more information, see

Set Up CTI Route Point , on page 745

.

Step 11 From the Media Resource Group List drop-down list, choose the media resource group added in Step 2

Step 12 Click Save.

Step 13 Click Reset.

Step 14 Choose Device > SIP Trunk.

Step 15 Click the configured SIP Trunk for. For more information, see

Set Up Trunk , on page 745

.

Step 16 From the Media Resource Group List drop-down list, choose the media resource group added in Step 2

Step 17 Click Save.

Step 18 Click Reset.

Set Up Enterprise Parameters

Procedure

Step 1

Choose System > Enterprise Parameter.

Step 2

Configure the Cluster Fully Qualified Domain Name.

Example:

ccm.hcscc.icm

Note

The Cluster Fully Qualified Domain Name is the name of the Unified Communications Manager

Server Group defined in Unified CVP.

Set Up Service Parameters

Complete the following procedure to modify the maximum number of conference participants that the conference bridge support and maximum total number of call parties that the media termination point will support. This parameter change is required only for SCC deployment model.

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Procedure

Step 1

Login to the CUCM Administration page.

Step 2

Under the System tab, Select Service Parameter.

Step 3

Select the CUCM server from the drop-down list.

Step 4

Select the service 'Cisco IP Voice Media Streaming App'.

Step 5

Under 'Conference Bridge (CFB) Parameters' modify the default value of 'Call Count' parameter(0-256).

Step 6

Under 'Media Termination Point (MTP) Parameters' modify the default value of 'Call Count' parameter(0-512).

Set up Recording Profile

Procedure

Step 1

Login to CUCM Administration page.

Step 2

Select Device > Device Settings > Recording Profile.

Step 3

Configure the recording profile name, and the recording destination address (enter the route pattern number you configured for MediaSense, and click Save.

Configuring Device

Procedure

Step 1

Choose the audio forking phone.

Step 2

Select the Built In Bridge configuration for this device and change the setting to ON.

Step 3

Access the Directory Number Configuration page for the line to be recorded.

Step 4

If you are using a recording partner, select either Automatic Call Recording Enabled or Application

.

Invoked Call Recording Enabled from the Recording Option drop-down list, according to the recording partner recommendations. If you are not using a recording partner, select Automatic Call Recording Enabled

Step 5

Select the recording profile created earlier in this procedure.

Disable iLBC, iSAC and g.722 for Recording Device

Cisco MediaSense recording sessions using the following supported Codecs:

• Audio recordings: g.711 (aLaw or μLaw) or g.729(a or b) codecs

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• Video recordings: h.264 baseline (48k Hz sampling rate only) codecs

Caution

Cisco MediaSense does not support internet Low Bit Rate Codec (iLBC) or internet Speech Audio Codec

(iSAC). Consequently, you must disable these features in Unified CM before you proceed with the Cisco

MediaSense configuration.

Procedure

Step 1

Login to CUCM administration page.

Step 2

Navigate to System > Service parameters

Step 3

Choose Server from the drop-down list.

Step 4

Choose Service from the drop-down list.

Displays Service Parameter Configuration page.

Step 5

In Cluster-wide parameters (System - Location and Region) panel, choose Enable for All Devices Except

Recording-Enabled Devices for the below drop-down lists:

iLBC Codec Enabled

iSAC Codec Enabled

G.722 Codec Enabled

Step 6

Click Save.

Set up Music on Hold Server Audio Source

Procedure

Step 1

Navigate to Media Resources > Music On Hold Audio Source.

Step 2

Select the default Sample Audio Source.

Step 3

Select Initial Announcement from drop-down list, it is optional.

Step 4

Click Save.

Note

If you have to create new Audio Source then follow the below steps: a) Click Add New.

b) Select MOH Audio Stream Number from drop-down list.

c) Choose MOH Audio Source File from the drop-down list.

d) Enter MOH Source Name.

e) Choose Initial Announcement from the drop-down list.

f) Click Save.

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Set up Service Parameters for Music on Hold

Procedure

Step 1

Navigate to System > Service Parameters.

Step 2

Select MOH Server.

Step 3

Select the Cisco IP Voice Media Streaming App service.

Step 4

In Supported MOH Codecs field, select the required Codec and Click Ok in the pop-up window.

Step 5

Click Save.

Set up Phone Configuration for Music on Hold

Procedure

Step 1

Navigate to Device > Phone.

Step 2

Select the phone for which you want to configure MOH.

Step 3

For User Hold MOH Audio Source select the Audio Source that is added in the section Add Music on

Hold Server Audio Source.

Step 4

For Network Hold MOH Audio Source select the Audio Source that is added in the section Add Music on

Hold Server Audio Source.

Step 5

Click Save and Apply Config and reset the phone.

Setup Partition

Follow the below procedure for each sub customer.

Procedure

Step 1

Log in to Cisco Unified Communications Administration Page.

Step 2

Select Call Routing > Class Of Control > Partition.

Step 3

Click Add New.

Step 4

In Name field, enter the partition name.

Step 5

Click Save.

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Setup Calling Search Space

Follow the below procedure for each sub customer.

Procedure

Step 1

Log in to CUCM Administration Page.

Step 2

Select Call Routing > Class Of Control > Calling Space Search

Step 3

Click Add New.

Step 4

In Name field, enter the calling search space name.

Step 5

Move the required partitions from Available Partitions to Selected Partitions.

Step 6

Click Save.

Associate CSS and Partition with Phones and Lines

Follow the below procedure for each sub customer.

Procedure

Step 1

Log in to CUCM Administration page.

Step 2

Select Device > Phone > Find.

Step 3

Select the phone from the list that you want to associate the partition and CSS.

Step 4

Select the required Calling Search Space from the drop-down list.

Step 5

From SUBSCRIBE Calling Search Space drop-down list, select the required Calling Search Space.

Step 6

Select the Directory Number Line from the list that you want to associate partition and CSS.

Step 7

Select the required Route Partition from the drop-down list.

Step 8

Select the required Calling Search Space from the drop-down list.

Step 9

Click Apply Config.

Step 10 Click Reset and click Close.

What to Do Next

Associate the required sub customer partitions with CSS, see

Setup Calling Search Space, on page 754

.

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Associate CSS with Trunk

Procedure

Step 1

Log in to CUCM Administration Page.

Step 2

Select Device > Trunk.

Step 3

Select the trunk to which you want associate CSS.

Step 4

From Calling Search Space drop-down list, select the required CSS.

Note

Select the CSS where all the sub customer partitions are associated.

Step 5

Click Save.

Step 6

Click Reset and click Close.

Note

The route pattern which associated with trunk must be in default partition.

Provision Cisco Unified Communications Manager for Core Component

Integrated Options

Configure Agent Greeting, on page 755

Configure Mobile Agent, on page 756

Configure Local Trunk, on page 757

Configure Outbound Dialer, on page 758

Configure A-Law Codec, on page 758

Create SIP Trunk between CUCM and CUBE (SP), on page 758

Configure Agent Greeting

Procedure

Step 1

Enable Built-in-Bridge for the local agent phones to support Agent Greeting.

Step 2

Click System > Service parameters.

Step 3

Select a Unified Communications Manager server from the Server drop-down list.

Step 4

Select Cisco CallManager(Active) from the Service drop-down list.

Step 5

Under Clusterwide Parameters (Device-Phone), select On for Built-in-Bridge Enable.

Step 6

Click Save.

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Configure Mobile Agent

Complete the following procedure to configure CTI ports for Unified Mobile Agent.

Procedure

Step 1

In Unified Communications Manager Administration, choose Device > Phone.

Step 2

Click Add a New Phone.

Step 3

Select CTI Port from the Phone Type drop-down list.

Step 4

Click Next.

Step 5

In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished.

Using the example naming convention format LCPxxxxFyyyy: a) LCP identifies the CTI Port as a local device.

b) xxxx is the peripheral ID for the Unified Communications Manager PIM.

c) yyyy is the local CTI Port.

The name LCP5000F0000 would represent CTI Port: 0 in a local CTI Port pool for the Unified

Communications Manager PIM with the peripheral ID 5000.

Step 6

In Description, enter text identifying the local CTI Port pool.

Step 7

Use the Device Pool drop-down list to choose the device pool to which you want network CTIPort pool assigned. (The device pool defines sets of common characteristics for devices.)

Step 8

Click Save.

Step 9

Highlight a record and select Add a New DN.

Step 10 Add a unique directory number for the CTI port you just created.

Step 11 When finished, click Save and Close.

Step 12 Repeat the preceding steps to configure the network CTI Port pool.

Step 13 In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished.

Use the example naming convention format RCPxxxxFyyyy, where: a) RCP identifies the CTI Port as a network device.

b) xxxx is the peripheral ID for the Unified Communications Manager PIM.

c) yyyy is the network CTI Port.

The name RCP5000F0000 would represent CTI Port: 0 in a network CTI Port pool for the Unified

Communications Manager PIM with the peripheral ID 5000.

Step 14 In Description, enter text identifying the network CTI Port pool.

Step 15 Use the Device Pool drop-down list to choose the device pool to which you want network CTI Port pool assigned. (The device pool defines sets of common characteristics for devices.)

Step 16 Click Save.

Step 17 Highlight a record and select Add a New DN.

Step 18 Add a unique directory number for the CTI port you just created.

Step 19 When finished, click Save and Close.

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Configure Local Trunk

Complete the following procedure to configure Unified Communications Manager for Local Trunk.

Procedure

Step 1

From Unified Communications Manager Administration choose System > Location info > Location.

Step 2

Click Find to list the locations and add new ones with appropriate bandwidth (8000).

Step 3

For the branch phones, configure each phone so that it is assigned the branch location for that phone.

a) Choose Device > Phone.

b) Click Find to list the phones.

c) Select a phone and set the Location field.

Step 4

Verify that the Cisco AXL Web Service is started and that an Application User is defined and has a role of

Standard AXL API Access.

a) Select Cisco Unified Serviceability from the Navigation drop-down list and click Go.

b) Navigate to Tools > Control Center > Feature Services .

c) Start the Cisco AXL Web Service, if it is not started.

d) From Unified Communications Manager Administration, choose User Management > Application User.

Verify you have a user with the role of Standard AXL API Access, or create a new one and add that user to a group that has the role of Standard AXL API Access.

Deploy SIP Trunk

Complete the following procedure to deploy the SIP trunk for local trunk:

Procedure

Step 1

Using Unified Communications Manager, create a SIP trunk toward the SIP proxy server and select the

Phantom location.

Step 2

Create a SIP trunk for each ingress gateway and make the location of these ingress TDM-IP gateways the actual branch location.

Step 3

Create a route pattern pointing the Network VRU Label of the Unified Communications Manager routing client to the SIP trunk toward the SIP proxy.

The SIP proxy should route the Network VRU label of the Unified Communications Manager routing client to the Unified CVP Servers.

Step 4

For any IP-originated calls, associate the Unified Communications Manager route pattern with the SIP trunk.

Step 5

Using the Unified Communications Manager Administration, choose Device > Device Settings > SIP Profile

> Trunk Specific Configuration > Reroute Incoming Request to new Trunk based on > Call-Info header

with the purpose equal to x-cisco-origIP.

Step 6

Associate the new SIP profile with the SIP trunk and each ingress gateway.

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Configure Outbound Dialer

Complete the following procedure to configure Unified Communications Manager:

Procedure

Step 1

Log in to the Unified Communications Manager administration page.

Step 2

Select Devices > Trunk.

Step 3

Create a SIP trunk to Outbound gateway.

Configure A-Law Codec

Complete the following procedure to configure Unified Communications Manager.

Procedure

Step 1

Click the System.

Step 2

Select Service Parameters.

Step 3

Select a Server.

Step 4

Select the service as Cisco Call Manager(Active).

Step 5

Under Clusterwide Parameters (system-location and region), ensure the following:

G.711 A-law Codec Enabled is Enabled.

G7.11 mu-law Codec Enabled to Disabled.

Step 6

Click Save.

Create SIP Trunk between CUCM and CUBE (SP)

Create SIP Trunk Security Profile, on page 759

Create SIP Trunk, on page 759

Appendix

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Create SIP Trunk Security Profile

Procedure

Step 1

Log In to CUCM Admin Portal.

Step 2

Navigate to System->Security->Sip Trunk Security Profile.

Step 3

Click on Add New.

Step 4

Provide the name for Sip Trunk Security Profile.

Step 5

In Incoming Transport Type field Select "TCP+UDP" from the drop down list.

Step 6

In Incoming Port Field Provide the Port number other than 5060 and 5090.

Note

• The port configured in step 6 should match with the "signaling peer port" that you configure in the CUBE(SP) for CUCM PUBLISHER adjacency

• A unique sip trunk security profile is required for mobile agent call flow for the each sub customer in SCC model

Step 7

Click On Save.

Create SIP Trunk

Procedure

Step 1

Log in to CUCM Admin Portal.

Step 2

Select Device > Trunk.

Step 3

Click Add New.

Step 4

In Trunk Type field, select the SIP trunk from the drop-down list, then click Next.

Step 5

Provide the name for Sip Trunk, select the device pool from the drop-down list and select Media Resource

Group List from the drop-down list.

Step 6

In Sip Profile field, select the Standard Sip Profile from the drop down list. Check Run On All Active

Unified CM Nodes check-box.

Step 7

Under SIP Information, provide the signaling-address and signaling-port details of the CUBE(SP) adjacency for the CUCM publisher for mobile agent call flow. See

Add CUCM SUBSCRIBER Mobile Agent Call flow,

on page 493 .

Step 8

In SIP Trunk Security Profile field, select the profile which is created in the above procedure from the drop-down list.

Step 9

Retain rest all default value.

Step 10 Click Save.

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Configure Music on Hold

Configure Unified Communication Manager

A Unified Communications Manager MoH server can generate a MoH stream from two types of sources, audio file and fixed source, either of which can be transmitted as unicast or multicast. There are two deployment modes:

1

An MoH server is deployed along with Unified CM on the same server for HCS deployments with less than 1250 users in a CM Cluster

2

An MoH server is deployed as standalone node (TFTP/MoH Server) for HCS deployments with more than 1250 users in a CM Cluster

Configure Music on Hold Server Audio Source, on page 760

Configure Service Parameters for Music on Hold , on page 760

Modify Phone configuration for Music On Hold , on page 761

Configure Music on Hold Server Audio Source

Hold Server Audio Source is also known as MOH Track in UCDM.

Procedure

Step 1

In Track Name field, Enter the name for MOH Track.

Step 2

Enter the Track ID.

Step 3

Choose MOH Server from the drop down list.

Step 4

Click Submit.

Configure Service Parameters for Music on Hold

Procedure

Step 1

Navigate to Network > PBX Devices.

Step 2

Select CUCM Cluster and click on Attributes and search with the Parameter Codec.

Step 3

Set the value to 1 for the below listed parameters.

DefaultMOHCodec

G711ALawCodecEnabled

G711ULawCodecEnabled

Step 4

Click Modify.

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Modify Phone configuration for Music On Hold

Procedure

Step 1

Navigate to Location Administration > Phone Management and select the appropriate provider, reseller, customer, division and location.

Step 2

Click Device Name(Phone) that is added.

Step 3

In Music On Hold field, select the MOH Track that was configured in the above configuration.

Step 4

Click Modify

Provision Cisco Unified Communication Manager for Optional Cisco

Components

Configure RSM, on page 761

Configure MediaSense, on page 768

Configure RSM

Configure the Cisco Remote Silent Monitoring (RSM) Server in distributed mode, through Cisco Unified

Communications Manager.

Configure Simulated Phone , on page 761

Set Up Login Pool Simphone , on page 766

Create RSM User Group , on page 766

Create RSM Application User , on page 767

Set Up Agent Phone Device , on page 767

Configure Simulated Phone

You must determine how many simulated phones( also called as simphones) to assign to each Unified

Communications Manager cluster. Each cluster must have a number of simphones greater than or equal to the maximum number of agents that will be simultaneously monitored through RSM for the cluster. This section provides the following information:

• To configure the simphone device dependencies, to create a Unified Communications Manager group,

RSM region, device pool, route partition, and calling search space.

• To create the simphone devices and assign MAC addresses.

• To add line DNs to the simphone devices.

The procedures describe how to create one simphone and its associated line DN. Additional simphones can be created by using Unified Communications Manager's super copy feature or by creating a batch file.

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Note

You must be logged in to the Administration interface of a Unified Communications Manager cluster before you can configure your simphones as described in the following procedure.

Create Simphone Device Dependencies

Procedure

Step 1

To create a Unified Communications Manager group: a) Navigate to System > Cisco Unified CM Groups.

b) Click Add New.

c) Enter RSMSimPhone for the Unified Communications Manager group name.

d) Assign the necessary Unified Communications Managers to the group. If you have more than one Unified

Communications Manager in the cluster, select the subscribers to be part of the group but do not select the publisher.

e) Click Save.

Step 2

To create a simphone region: a) Navigate to System > Region Information >Region.

b) Click Add New.

c) Enter RSMSimPhone for the region name, adding prefix or suffix naming conventions, if required.

d) Click Save.

e) Add relationships with agent phones to the regions in your environment. Note that calls between simphones and agent phones must use the G.729 codec.

f) Click Save.

Step 3

To create a simphone device pool: a) Navigate to System > Device Pool.

b) Click Add New.

c) Enter RSMSimPhone for the device pool name, adding prefix or suffix naming conventions, if required.

d) Select the RSMSimPhone Communications Manager group from the Device Pool Settings > Cisco

Unified Communications Manager Group drop-down list.

e) Select RSMSimPhone region from the Roaming Sensitive Settings > Region drop-down list.

f) Enter the remaining parameters, according to your configuration (for example, date/time group and user locale.) g) Click Save.

Step 4

To create a Device Feature Group a) Choose General Administration > Feature Groups.

b) Select the customer instance. For example, Customer_1.

c) Click Add and enter the following values:

1

Name - CC-RSM.

2

Description - Contact Center RSM Group.

3

Outbound calls limitations - National24Hrs-Standard-wCC.

4

Call forward limitations - Default CoS.

5

Voicemail Template - Basic voicemail service type.

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6

Inbound call options - Allow two Direct Dial Inward lines.

7

Number of extensions or lines - Two Numbers: DDI or Extension.

8

Idle URL: None.

d) Under the Value Add panel, select features as required.

e) Under Common Line Settings (Line Feature) panel, check the Contact Center Agent Line feature.

f) Under Private line settings (phone line feature) panel, check Recording Option,Recording Profile, Call

waiting busy trigger, Max calls waiting g) Under Handset panel check Built-in Bridge check-box.

h) Click Submit.

Step 5

To create a simphone route partition: a) Navigate to Call Routing > Class of Control > Partition.

b) Click Add New.

c) Enter RSMSimPhone in the text box, adding prefix or suffix naming conventions, if required.

d) Click Save.

Step 6

To create a simphone calling search space: a) Navigate to Call Routing > Class of Control > Calling Search Space.

b) Click Add New.

c) Enter RSMSimPhone for the calling search space name, adding prefix or suffix naming conventions, if required.

d) Select the route partition containing the agent phones that RSM will monitor from the Available Partitions selection box, and move them to the Selected Partitions selection box.

e) Click Save.

Note

For 4000 agent deployment, repeat this procedure for the second

PG.

Create Simphone Device

Procedure

Step 1

Navigate to Device > Phone.

Step 2

Click Add New to create a new phone device.

Step 3

Select Cisco 7941 for the phone type, then click Next.

Step 4

Choose SIP for the device protocol, then click Next. The Phone Configuration page appears.

Step 5

Enter the MAC address.

Step 6

Enter the parameters:

Parameter Setting

Device Pool RSMSimPhone

Phone Button Template

Location

Built In Bridge

Standard 7941 SIP

Relevant environment

Off

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Parameter

Phone Personalization

Allow Device Control through CTI

Presence Group

Device Security Profile

SIP Profile

Maximum Calls

Busy Trigger

Step 7

Click Save.

The simphone device is created.

Note

Parameters not listed can be left to their default settings.

Setting

Disabled

Yes

Standard

Cisco 7941 Standard Non-Secure SIP

Standard

2 (two)

1 (one)

Associate a Line DN to Simphone Device

Procedure

Step 1

Click the Line [1] - Add a new DN link in the Association Information panel.

Step 2

Enter the parameters. Parameters that are marked with an asterisk (*) are optional; those not listed may be left to their default settings.

Parameter Setting

Directory Number

Route Partition

CTI Control

Voice Mail Profile

Calling Search Space

Presence Group

User Hold MOH Audio Source *

Network Hold MOH Audio Source *

Line1 on Device <MAC ADDR>

Monitoring Calling Search Space (CSS)

5040

RSMSimPhone

Yes

No voicemail

RSMSimPhone

Standard Presence group

1-SampleAudioSource

1-SampleAudioSource

RSM SimPhone

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Step 3

Click Save. Your first simphone and its associated line DN is now configured.

Use Simphone Bulk Administration Tool

To use the Bulk Administration Tool , you must first import the comma-separated-values template (from either the RSM installation CD or installed instance of RSM), and then edit it, as applicable, in a spreadsheet application such as Microsoft Excel.

Procedure

Step 1

Import the rsmsimphones.csv spreadsheet template file from the installed instance of RSM (located in the

C:\CiscoRSM\Extras directory).

Step 2

Open the file in a spreadsheet application, then add or remove rows in the file to match the number of simphone devices you need to create (default rows = 75).

Step 3

If adding new rows, be sure to modify the data in the Device Name and Directory Number 1 columns to increment sequentially from the previous row in the list for the columns (for example, 00005E000001,

00005E000002, 00005E000003, and so on, for the simphone MAC addresses, and 5040, 5041, 5042, and soon, for the line DNs).

Step 4

Verify that the Device Pool, Partition 1, Line CSS 1 and Monitoring Calling Search Space 1 settings are correct for your environment (refer to Tables 3-1 and 3-2, above).

Note

No changes are required if you entered RSMSimPhone for the Simphone Device Pool, Partition, and

CSS settings during your simphone configuration.

Step 5

Navigate to Bulk Administration > Upload/Download Files.

Step 6

Click Add New.

Step 7

Click Browse and navigate to the rsmsimphones.csv file that you previously downloaded and modified.

Step 8

Choose Phones from the Select the Target drop-down list.

Step 9

Select Insert Phones - All Details from the Select Transaction Type drop-down list.

Step 10 Click Save. The file is uploaded to the system.

Step 11 Navigate to Bulk Administration > Phones > Insert Phones.

Step 12 Select Insert Phones-All Details, and then select rsmsimphones.csv from the File Name drop-down list.

Step 13 Enter Insert RSMSimPhones for the Job Description, and then select Run Immediately.

Step 14 Click Submit.

The file is imported into the system.

Step 15 Navigate to Bulk Administration > Job Scheduler to verify that the job status is either Processing or

Completed.

Step 16 When the job status is Completed, navigate to Device > Phones and review the phones that you have created.

Step 17 Enter SEP00005E in the Find Phone text box, then click Find.

The simphone devices that you have created will appear in the returned results.

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Set Up Login Pool Simphone

The first five simphone devices that are created for each cluster are automatically assigned to the VLEngine login pool. The login pool performs a test login to CTI OS when a caller is authenticated by RSM, to support the VLEngine authentication mechanism.

Because CTI OS logins are performed on these simphone devices, they must be associated with the pguser account on each Unified Communications Manager cluster. They must also have Cisco Unified Intelligent

Contact Management Enterprise device targets created for them, as described below.

Note

Device target creation is required only for Unified CCE. You do not need to create device targets if you use Cisco Unified System Contact Center Enterprise (Unified SCCE) or if the Cisco Unified CCE PG type is IPCC.

Follow this procedure to associate a pguser.

Procedure

Step 1

Navigate to User Management > Application User.

Step 2

Click Find to display all application users. Locate then click the pguser account for your cluster.

Step 3

Select the first five simphone devices in the Device Information > Available Devices list box.

Step 4

Click the down arrow above the box to move the devices to the Controlled Devices list box. Click Save.

Create RSM User Group

A RSM user group must be created for each cluster used by RSM. This provides the user with the necessary system permissions that would otherwise be available only to the Unified Communications Manager Super

Administrator.

Follow this procedure to add an RSM user group to a cluster.

Procedure

Step 1

Navigate to User Management > User Settings > Access Control Group.

Step 2

Click Add New.

Step 3

Enter Remote Silent Monitoring in the Name field, then click Save.

Step 4

Navigate to User Management > User Group.

Step 5

Click Find to display all user groups.

Step 6

Click the icon in the Roles column for the Remote Silent Monitoring group.

Step 7

Click Assign Role to Group. A new window appears.

Step 8

Click Find to display all group roles.

Step 9

Select the following roles:

• Standard CTI Allow Call Monitoring

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• Standard CTI Allow Control of All Devices

• Standard CTI Enabled

Step 10 Click Add Selected. The User Group Configuration page appears.

Step 11 Click Save.

Create RSM Application User

You must create an application user named rsmuser on each Unified Communications Manager cluster for

RSM. This user derives its permissions from the user group that was previously created. The rsmuser must be associated with all simphones in the cluster (with the exception of simphones in the login pool). It must also be associated with all agent phones that RSM can monitor.

Simphones in the login pool (that is the first five simphone devices) must be associated with the cluster’s pguser, while all other simphones not in the login pool are associated with the RSM application user.

Note

• For 4000 agent deployment with two PGs, create two Application Users, one for each of the agent

PGs.

• Whenever a new non-login-pool simphone or agent device is created, it must be associated with the

RSM user.

Follow this procedure to add an RSM application user to a cluster.

Procedure

Step 1

Navigate to User Management > Application User.

Step 2

Click Add New to create a new application user.

Step 3

Enter rsmuser for the user ID.

Step 4

Enter a password. Ensure that the password is alphanumeric and does not contain any special characters.

Step 5

Associate the user with all simphone devices in the cluster (except for the login pool devices) by selecting those devices in the Available Devices section and moving them to the Controlled Devices section.

Step 6

Associate all agent phone devices to be monitored through RSM.

Step 7

From the Permissions Information window, click Add to User Group, and then add the user to the Remote

Silent Monitoring group, as previously created.

Step 8

Click Save.

Set Up Agent Phone Device

To configure an agent phone device to be monitored by RSM, ensure the following:

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Appendix

Base Configuration Parameters

• Edit the device using the Cisco Unified Communications Manager Administration interface and enable the Built-In Bridge setting

• Associate the device with the rsmuser, similar to the way it is associated with the pguser.

Configure MediaSense

Set Up Trunk , on page 745

Set Up SIP Options, on page 746

Set Up Route Pattern , on page 747

Set up Recording Profile, on page 751

Configuring Device, on page 751

Disable iLBC, iSAC and g.722 for Recording Device , on page 751

Base Configuration Parameters

Base Configuration Parameters for 500 and 1000 Agent Deployment, on page 768

Base Configuration Parameters for 4000 Agent Deployment, on page 775

Base Configuration Parameters for Small Contact Center Agent Deployment, on page 780

Base Configuration Parameters for 12000 Agent Deployment, on page 783

Base Configuration Parameters for 500 and 1000 Agent Deployment

Following is the list of load base configuration parameters for 500 and 1000 agent deployment.

1

PG Explorer, on page 769

2

ICM Instance Explorer , on page 769

3

Network VRU Explorer, on page 769

4

System Information, on page 770

5

Expanded Call Variable List, on page 770

6

Network VRU Script List, on page 772

7

Agent Desk Settings List, on page 773

8

Application Instance List, on page 773

9

Media Class for Multi-Channel, on page 774

10

Media Routing Domain, on page 774

11

Network VRU Mapping, on page 774

12

Agent Targeting Rule , on page 774

768

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Base Configuration Parameters for 500 and 1000 Agent Deployment

13

Outbound Dialer, on page 775

PG Explorer

PG Explorer

Generic PG

MR PG

Type of PIM

CUCM

VRU

VRU

VRU

VRU

MediaRouting

MediaRouting

Routing Client Name

CUCMPG1

CVPPG1A

CVPPG1B

CVPPG2A

CVPPG2B

Multichannel

Outbound

Note

• Select the option Enable Agent Reporting for CUCMPG1 Routing Client.

• Enter the Primary and Secondary CTI address and port information in the Unified Communications

Manager PG for the Cisco Unified WIM and EIM feature.

• In Agent Distribution tab, add a site name for Administration and Data Server site name field.

ICM Instance Explorer

• Go to the Instance and select the Network VRU to Type 10 Network VRU in the Customer definition tab.

Network VRU Explorer

CVP_Network_VRU - Type10

4

5

6

2

3

Serial Number

1

Network VRU Label

7777777777

7777777777

7777777777

7777777777

8881111000

6661111000

Routing Client Name

CVPPG1A

CVPPG1B

CVPPG2A

CVPPG2B

CUCMPG1

Outbound

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Base Configuration Parameters for 500 and 1000 Agent Deployment

MR_Network_VRU - Type 2

System Information

• Expanded Call Context: Enabled

• Minimum Correlation number: 1001

• Maximum Correlation number: 9999

• Retain script versions:5

Expanded Call Variable List

Name

user.CourtesyCallbackEnabled

user.cvp_server_info

user.microapp.app_media_lib

user.microapp.caller_input

user.microapp.currency

user.microapp.error_code

Enabled

FALSE

FALSE

FALSE

FALSE

FALSE

FALSE

Persistent Maximum

Length

Description

FALSE 1

FALSE 15

Determines if Courtesy Callback is offered to a caller.

Used by Unified CVP to send the IP address of the Call Server sending the request to Unified CCE.

FALSE 210 Directory for all application-specific media files and grammar files. The .. bypasses the user. When writing a

URL path, microapp.app_media_lib

and user.microapp.locale are the ECC variables.

FALSE

FALSE

FALSE

210

6

2

Storage area for an ASR input that is collected from Get Speech.

Note

Get Speech results are written to the ECC variable.

Results from Get Digits or

Menu microapplications are written to the CED.

Currency type.

Error status code returned from

Unified CVP to Unified CCE when the Run Script Result is False.

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Appendix

Base Configuration Parameters for 500 and 1000 Agent Deployment

Name

user.microapp.FromExtVXML

user.microapp.input_type

user.microapp.locale

user.microapp.metadata

user.microapp.play_data

user.microapp.sys_media_lib

user.microapp.ToExtVXML

user.microapp.UseVXMLParams

user.microapp.isPostCallSurvey

user.cim.activity.id

user.wim.customer.name

Enabled

FALSE

FALSE

FALSE

FALSE

FALSE

FALSE

FALSE

FALSE

FALSE

FALSE

FALSE

Persistent Maximum

Length

Description

FALSE 60

FALSE

FALSE

1

5

This variable array returns information from the external

VoiceXML file. Must be configured as array variables, not Scalar

Variables, and array length set to 4.

Specifies the type of input that is allowed. Valid contents are:

D(DTMF) and B (Both DTMF and

Voice). B is the default. If you are not using an ASR, set this variable to D.

If you are using an ASR, you can set this variable to either D or B.

Combination of language and country that defines the grammar and prompt set to use.

FALSE 62

FALSE

FALSE

FALSE

40

10

60

Following the Menu (M), Get Data

(GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application.

Default storage area for data for Play

Data micro-applications.

Directory for all systems media files, such as individual digits, months, default error messages, and so forth.

This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not

Scalar Variables and array length set to 4.

FALSE

FALSE

FALSE

FALSE

1

1

30

30

Specifies the manner in which you pass the information to the external

VoiceXML.

Used to determine if post call survey should be offered to a caller after the agent hangs up.

Needed for all types of WIM and EIM activities.

Needed for chat, callback, and delayed callback activities.

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Base Configuration Parameters for 500 and 1000 Agent Deployment

Name

user.cisco.cmb

user.cisco.cmb.callclass

user.media.id

user.microapp.grammar_choices

user.microapp.inline_tts

user.microapp.media_server

user.microapp.override_cli

user.microapp.pd_tts

Enabled

FALSE

FALSE

FALSE

FALSE

FALSE

FALSE

FALSE

FALSE

Persistent Maximum

Length

Description

FALSE 30

FALSE 30

Needed for callback, and delayed callback activities.

Needed for callback, and delayed callback activities.

FALSE 36

FALSE

FALSE

210

210

A number identifying a call to the

ICM Service, optionally, the H.323

Service.

Specifies the ASR choices that a caller can input for the Get Speech micro-application.

Specifies the text for inline Text To

Speech (TTS).

FALSE

FALSE

FALSE

60

200

1

Root of the URL for all media files and external grammar files used in the script.

Used by the system to override the

CLI field on outgoing transfers.

Specifies whether Unifies Text To

Speech or media files must be played to the caller.

Name

Network VRU Script List

Network VRU

VXML_Server Select Type 10 CVP

VRU

VRU Script Name

GS, Server, V

Time out

(Sec)

180

VXML_Server_

Interruptible

VXML_Server_

Noninterruptible

AgentGreeting

Select Type 10 CVP

VRU

GS, Server, V, interrupt

Select Type 10 CVP

VRU

GS,

Server, V , nointerrupt

Select Type 10 CVP

VRU

PM, -a

9000

9000

180 none

__

__

Configuration

Parameter

Customer Interruptible Override

__ hcs Unchecked Unchecked hcs hcs

Checked

Unchecked

Unchecked

Unchecked hcs Unchecked Unchecked

772

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Appendix

Base Configuration Parameters for 500 and 1000 Agent Deployment

Name

GreetingMenu

_1_to_9

Greeting

SubMenu

Network VRU

Select Type 10 CVP

VRU

Select Type 10 CVP

VRU

VRU Script Name Time out

(Sec)

180 M, press

_1_thru_9

_greeting, A

M, press1press2-press3,A

180

Greeting

_Not_Found

Select Type10 CVP

VRU

PM, no

_greeting

_recorded, A

PM,-a,A

180

GreetingReview Select Type10 CVP

VRU

T10_GS_AUDIUM Select Type 10 CVP

VRU

CIMExternal

ApplicationScript

MR_network_VRU

GS,Server,V, FTP 180

CIMExternal

ApplicationScript

180

180 -

1-3

Y

Configuration

Parameter

Customer Interruptible Override

1-9 hcs Checked Unchecked

Y

,,,,,,,,,,Y hcs hcs hcs hcs hcs

Checked

Checked

Checked

Checked

Unchecked

Unchecked

Unchecked

Unchecked

Unchecked

Unchecked

Note

For 4000 Agent Deployment, map CIMExternalApplicationScript to MR_Network_VRU1.

Agent Desk Settings List

Name: Default_Agent_Desk_Settings

Application Instance List

Name

Application Instance

Multichannel

MultiChannel

Application Instance

CCDM

CCDM

Application Type

Other

Permission Level

Full read/write

Application Key

cisco123

Cisco Voice Full read/write cisco123

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Base Configuration Parameters for 500 and 1000 Agent Deployment

Media Class for Multi-Channel

• Media classes are created with following names:

Name : CIM_BC

Name : CIM_EIM

Name: CIM_OUTBOUND

Name: CIM_WIM

• Set the following values in task section:

Life : 300

Start Time out : 30

Max duration : 28800

Media Routing Domain

Interruptible

Cisco_BC

Cisco_EIM

Unchecked

Checked

Cisco_EIM_OUTBOUND Checked

Cisco_WIM Unchecked

Calls in Queue

(Max)

5000

15000

5000

5000 -

-

-

-

Max per call type Max time in queue

-

-

-

-

Note

Set the Max Per Call Type and Max Time in Queue values as per your requirement.

Network VRU Mapping

• In the Advanced tab of PG explorer for Unified CVP Routing client - Map the CVP_Network_VRU -

Type10

• In the Advanced tab of PG explorer for Multichannel and outbound routing clients - Map the

MR_Network_VRU - Type 2

Agent Targeting Rule

Attribute

Name AgentExtensions

774

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Appendix

Base Configuration Parameters for 4000 Agent Deployment

Attribute

Peripheral

Rule Type

Routing Client

Extension Range

CUCM_PG_1

Agent Extension

All routing clients

000 - 999

0000 - 9999

00000 - 99999

000000 - 999999

0000000 - 9999999

00000000 - 99999999

000000000 - 999999999

0000000000 - 9999999999

Outbound Dialer

Dialer Name

Peripheral

Dialer Name

Enable

ICM peripheral name

Hangup Delay(1-10)

Port Throttle

Peripheral Name

CUCM_PG_1

SIP_DIALER

YES

CUCM_PG_1

1 Sec

10

Base Configuration Parameters for 4000 Agent Deployment

Following is the list of load base configuration parameters for 4000 agent deployment.

1

PG Explorer, on page 776

2

ICM Instance Explorer, on page 777

3

Network VRU Explorer, on page 777

4

System Information, on page 778

5

Expanded Call Variable List, on page 778

6

Network VRU Script List, on page 778

7

Agent Desk Settings List, on page 778

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Base Configuration Parameters for 4000 Agent Deployment

8

Application Instance List, on page 778

9

Media Class for Multi-Channel, on page 778

10

Media Routing Domain, on page 779

11

Network VRU Mapping, on page 779

12

Agent Targeting Rule, on page 779

13

Outbound Dialer, on page 780

PG Explorer

PG Explorer

PG Type of PIM

Unified Communication Manager PG1 CUCM

Unified Communication Manager PG2 CUCM

Unified Voice Response (VRU) PG VRU

VRU

VRU

VRU

VRU

VRU

VRU

VRU

VRU

VRU

VRU

VRU

VRU

Media Routing (MR) PG 1

Media Routing (MR) PG 2

VRU

VRU

VRU

MediaRouting

MediaRouting

MediaRouting

Routing Client Name

CUCMPG1

CUCMPG2

CVPRC01

CVPRC02

CVPRC03

CVPRC04

CVPRC05

CVPRC06

CVPRC07

CVPRC08

CVPRC09

CVPRC10

CVPRC11

CVPRC12

CVPRC13

CVPRC14

CVPRC15

CVPRC16

Multichannel

Outbound1

Outbound2

Appendix

776

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Appendix

Base Configuration Parameters for 4000 Agent Deployment

Note

• Enter the Primary and Secondary CTI address and port information in the Unified Communications

Manager PGs for the Cisco Unified WIM and EIM feature.

• In Agent Distribution tab, add Administration and Data Server site name.

ICM Instance Explorer

• ICM Instance Explorer for 4000 agent deployment is similar to ICM Instance Explorer of 500 and 1000 agent deployment. See

ICM Instance Explorer , on page 769

.

Network VRU Explorer

• CVP Network VRU - Type 10

Serial Number

1

2

3

4

9

10

11

12

7

8

5

6

13

14

15

16

17

18

Network VRU Label

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

8881111000

8881111000

Routing Client Name

CVPRC01

CVPRC02

CVPRC03

CVPRC04

CVPRC05

CVPRC06

CVPRC07

CVPRC08

CVPRC09

CVPRC10

CVPRC11

CVPRC12

CVPRC13

CVPRC14

CVPRC15

CVPRC16

CUCMPG1

CUCMPG2

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Base Configuration Parameters for 4000 Agent Deployment

Serial Number

19

20

Network VRU Label

6661111000

6661111000

Routing Client Name

Outbound1

Outbound2

MR_Network_VRU1 - Type 2

MR_Network_VRU2 - Type 2

System Information

System Information for base configuration for 4000 agent deployment is similar to 500 and 1000 agent deployment. See

System Information, on page 770

.

Expanded Call Variable List

Base configuration expanded call variable list for 4000 agent deployment is similar to 500 and 1000 agent deployment , See

Expanded Call Variable List, on page 770

.

Network VRU Script List

Network VRU base configuration for 4000 Agent is similar to 500 and 1000 Agent Base Configuration, See

Network VRU Script List, on page 772

.

Agent Desk Settings List

Name: Default_Agent_Desk_Settings

Application Instance List

Application instance list is similar to 500 and 1000 agent deployment. See

Application Instance List, on page

773

Media Class for Multi-Channel

• Media classes are created with following names

â—¦Name : CIM_BC

â—¦Name : CIM_EIM

â—¦Name: CIM_OUTBOUND

â—¦Name : CIM_WIM

• Set the following values in task section

778

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Base Configuration Parameters for 4000 Agent Deployment

â—¦Life : 300

â—¦Start Time out : 30

â—¦Max duration : 28800

Media Routing Domain

Media Routing Domain is similar to Media Routing Domain of 500 and 1000 agent deployment. See

Media

Routing Domain, on page 774

.

Network VRU Mapping

• In the Advanced tab of PG Explorer for Unified CVP Routing client - Map the

CVP_Network_VRU-Type10.

• I In the Advanced tab of PG Explorer for multichannel and outbound routing clients - Map the

MR_Network_VRU-Type 2.

Agent Targeting Rule

Attribute

Name

Peripheral

Rule Type Agent Extension

Routing Client

Extension Range

AgentExtension1

CUCM_PG_1

Agent Extension

All routing clients

000 - 999

0000 - 9999

00000 - 99999

000000 - 999999

0000000 - 9999999

00000000 - 99999999

000000000 - 999999999

0000000000 - 9999999999

AgentExtension2

CUCM_PG_2

Agent Extension

All routing clients

000 - 999

0000 - 9999

00000 - 99999

000000 - 999999

0000000 - 9999999

00000000 - 99999999

000000000 - 999999999

0000000000 - 9999999999

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Base Configuration Parameters for Small Contact Center Agent Deployment

Outbound Dialer

Dialer Name

Peripheral

Optional Filter

Dialer Name

Enable

ICM peripheral name

Hangup Delay(1-10)

Port Throttle

Peripheral Name for PG1

CUCM_PG_1

NONE

SIP_DIALER1

YES

CUCM_PG_1

1 Sec

10

Peripheral Name for PG2

CUCM_PG_2

NONE

SIP_DIALER2

YES

CUCM_PG_2

1 Sec

10

Base Configuration Parameters for Small Contact Center Agent Deployment

Following is the list of load base configuration parameters for small contact center agent deployment.

1

PG Explorer, on page 780

2

ICM Instance Explorer, on page 781

3

Network VRU Explorer, on page 781

4

System Information, on page 782

5

Expanded Call Variable List, on page 782

6

Network VRU Script List, on page 782

7

Agent Desk Settings List, on page 782

8

Application Instance List, on page 783

9

Media Class for Multi-Channel, on page 778

10

Media Routing Domain, on page 779

11

Network VRU Mapping, on page 783

12

Agent Targeting Rule, on page 786

PG Explorer

PG Type of PIM

Unified Communication Manager

PG1

CUCM

Routing client Name

CUCMPG1

780

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Appendix

Base Configuration Parameters for Small Contact Center Agent Deployment

PG

Unified Voice Response (VRU)

PG

VRU

VRU

VRU

VRU

VRU

VRU

VRU

Type of PIM

VRU

VRU

VRU

VRU

VRU

VRU

VRU

VRU

VRU

Routing client Name

CVPRC01

CVPRC02

CVPRC03

CVPRC04

CVPRC05

CVPRC06

CVPRC07

CVPRC08

CVPRC09

CVPRC10

CVPRC11

CVPRC12

CVPRC13

CVPRC14

CVPRC15

CVPRC16

Note

• Select PG Explorer > Agent Distribution, select Enable Agent Reporting for CUCMPG Routing

Client option. Enter site name for Administration and Data Server

• Enter Primary and Secondary CTI address, port information in Unified Communications Manager

PG for the Cisco Unified Email and Web Interface Management feature.

ICM Instance Explorer

• ICM Instance is similar to ICM Instance Explorer of 500 and 1000 agent deployment. See

ICM Instance

Explorer , on page 769

Network VRU Explorer

CVP Network VRU - Type 10

Serial Number

1

Network VRU Label

7777777777

Routing Client Name

CVPRC01

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Appendix

Base Configuration Parameters for Small Contact Center Agent Deployment

13

14

15

16

17

9

10

11

12

7

8

5

6

2

3

4

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

7777777777

8881111000

CVPRC02

CVPRC03

CVPRC04

CVPRC05

CVPRC06

CVPRC07

CVPRC08

CVPRC09

CVPRC10

CVPRC11

CVPRC12

CVPRC13

CVPRC14

CVPRC15

CVPRC16

CUCMPG1

• MR_Network_VRU - Type 2

System Information

System Information for base configuration is similar to 500 and 1000 agent deployment. See

System

Information, on page 770

.

Expanded Call Variable List

Base configuration expanded call variable list is similar to 500 and 1000 agent deployment , See

Expanded

Call Variable List, on page 770

.

Network VRU Script List

Network VRU base configuration is similar to 500 and 1000 agent base configuration, See

Network VRU

Script List, on page 772

.

Agent Desk Settings List

Name: Default_Agent_Desk_Settings

782

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Appendix

Base Configuration Parameters for 12000 Agent Deployment

Application Instance List

Name

Application Instance

Multichannel

MultiChannel

Application Instance

CCDM

CCDM

Application Type

Other

Permission Level

Full read/write

Application Key

cisco123

Cisco Voice Full read/write cisco123

Network VRU Mapping

In the Advanced tab of PG Explorer for Unified CVP Routing client - Map the CVP_Network_VRU-Type10.

Base Configuration Parameters for 12000 Agent Deployment

Following is the list of load base configuration parameters for 12000 agent deployment contact center agent deployment.

1

PG Explorer, on page 783

2

ICM Instance Explorer, on page 781

3

Network VRU Explorer, on page 785

4

System Information, on page 782

5

Expanded Call Variable List, on page 782

6

Network VRU Script List, on page 782

7

Agent Desk Settings List, on page 782

8

Application Instance List, on page 778

9

Media Class for Multi-Channel, on page 785

10

Media Routing Domain, on page 779

11

Network VRU Mapping, on page 779

12

Agent Targeting Rule, on page 786

13

Outbound Dialer, on page 786

PG Explorer

PG

Unified CommunicationManager

PG1

Type of PIM

CUCM

Routing Client Names

CUCMPG1

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Base Configuration Parameters for 12000 Agent Deployment

PG

Unified CommunicationManager

PG2

Unified CommunicationManager

PG3

Unified CommunicationManager

PG4

Unified CommunicationManager

PG5

Unified CommunicationManager

PG6

Unified Voice Response (VRU)

PG1

Unified Voice Response (VRU)

PG2

Unified Voice Response (VRU)

PG3

Media Routing (MR) PG 1

Media Routing (MR) PG 2

Media Routing (MR) PG 3

Media Routing (MR) PG 4

Media Routing (MR) PG 5

Media Routing (MR) PG 6

Type of PIM

CUCM

CUCM

CUCM

CUCM

CUCM

VRU

VRU

VRU

MediaRouting

MediaRouting

MediaRouting

MediaRouting

MediaRouting

MediaRouting

MediaRouting

Routing Client Names

CUCMPG2

CUCMPG3

CUCMPG4

CUCMPG5

CUCMPG6

CVPRC01, CVPRC02 …

CVPRC16

CVPRC17, CVPRC18 …

CVPRC32

CVPRC33, CVPRC34 …

CVPRC48

Multichannel

Outbound1

Outbound2

Outbound3

Outbound4

Outbound5

Outbound6

Note

• Enter the Primary and Secondary CTI address and port information in the Unified Communications

Manager PGs for the Cisco Unified WIM and EIM feature.

• In Agent Distribution tab, add Administration and Data Server site name.

ICM Instance Explorer

• ICM Instance is similar to ICM Instance Explorer of 500 and 1000 agent deployment. See

ICM Instance

Explorer , on page 769

784

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Appendix

Base Configuration Parameters for 12000 Agent Deployment

Network VRU Explorer

• CVP Network VRU - Type 10

Serial Number

1

Network VRU Label

7777777777

2 8881111000

3 6661111000

• MR_Network_VRU1 - Type 2

• MR_Network_VRU2 - Type 2

Routing Client Name

CVPRC01, CVPRC02 …

CVPRC48

CUCMPG1,CUCMPG2 …

CUCMPG6

Outbound

System Information

System Information for base configuration is similar to 500 and 1000 agent deployment. See

System

Information, on page 770

.

Expanded Call Variable List

Base configuration expanded call variable list is similar to 500 and 1000 agent deployment , See

Expanded

Call Variable List, on page 770

.

Network VRU Script List

Network VRU base configuration is similar to 500 and 1000 agent base configuration, See

Network VRU

Script List, on page 772

.

Agent Desk Settings List

Name: Default_Agent_Desk_Settings

Application Instance List

Application instance list is similar to 500 and 1000 agent deployment. See

Application Instance List, on page

773

Media Class for Multi-Channel

Media Class for Multi-Channel is similar to 500 and 1000 agent deployment model. See, Media Class for

Multi-Channel, on page 774

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Appendix

Base Configuration Parameters for 12000 Agent Deployment

Media Routing Domain

Media Routing Domain is similar to Media Routing Domain of 500 and 1000 agent deployment. See

Media

Routing Domain, on page 774

.

Network VRU Mapping

• In the Advanced tab of PG Explorer for Unified CVP Routing client - Map the

CVP_Network_VRU-Type10.

• I In the Advanced tab of PG Explorer for multichannel and outbound routing clients - Map the

MR_Network_VRU-Type 2.

Agent Targeting Rule

Attribute

Name

Peripheral

Rule Type Agent Extension

Routing Client

Extension Range

AgentExtension1, AgentExtension2 …

AgentExtension6

CUCM_PG_1, CUCM_PG_2 … CUCM_PG_6

Agent Extension

All routing clients

000 - 999

0000 - 9999

00000 - 99999

000000 - 999999

0000000 - 9999999

00000000 - 99999999

000000000 - 999999999

0000000000 - 9999999999

Outbound Dialer

Dialer Name

Peripheral

Optional Filter

Dialer Name

Enable

Peripheral Name for PG

CUCM_PG_1, CUCM_PG_2 … CUCM_PG_6

NONE

SIP_DIALER1, SIP_DAILER2 … SIP_DAILER6

YES

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Appendix

IOPS values for Unified Communication Manager

Dialer Name

ICM peripheral name

Hangup Delay(1-10)

Port Throttle

Peripheral Name for PG

CUCM_PG_1, CUCM_PG_2 … CUCM_PG_6

1 Sec

10

IOPS values for Unified Communication Manager

The IOPS values for Unified Communication Manager are based on the BHCA values. These values may differs for the following scenarios:

• Software upgrades during business hours generate 800 to 1200 IOPS in addition to steady state IOPS.

• CDR/CMR using CDR Analysis and Reporting (CAR):

• A Unified Communications Manager that sends CDR/CMR to the external billing server does not incur any additional IOPS.

• CAR continuous loading results in around 300 IOPS average on the system.

• Scheduled uploads are around 250 IOPS for Publisher VM only.

• Trace collection is 100 IOPS (occurs on all VMs for which tracing is enabled).

• Nightly backup (usually Publisher VM only) is 50 IOPS.

Mount and Unmount ISO Files

Upload ISO image to data store:

1

Select the host in the vSphere client and click Configuration. Then click Storage in the left panel.

2

Select the datastore that will hold the ISO file.

3

Right click and select Browse datastore.

4

Click the Upload icon and select Upload file.

5

Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore.

Mount the ISO image:

1

Right-click the VM in the vSphere client and select Edit virtual machine settings.

2

Click Hardware and select CD|DVD Drive 1.

3

Check Connect at power on (Device status panel upper right).

4

Click the Datastore ISO File radio button and then click Browse.

5

Navigate to the data store where you uploaded the file.

6

Select the ISO.

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Appendix

Set Up NTP and Time Configuration at the Customer Site

Unmount the ISO image:

1

Right-click the VM in the vSphere client and select Edit virtual machine settings.

2

Click Hardware and select CD|DVD Drive 1.

3

Uncheck Connect at power on (Device status panel, upper right).

Set Up NTP and Time Configuration at the Customer Site

Any domain controllers at the customer site must be configured to use NTP servers. The two ESXi host servers must point to the same NTP servers as the domain controllers. Additionally, you must review time configuration settings on the ESXi servers.

Procedure

Step 1

To add an NTP server to the domain controller: a) Locate the Microsoft instructions on how to configure an authoritative time server in Windows Server.

Public NTP servers are available on the Internet if you do not have one.

b) Note down the IP address or domain name of the NTP server that you add.

Step 2

To point the ESXi core servers to the domain controller NTP servers: a) For each core server, click the Configuration tab.

b) Choose Time Configuration > Properties... > Options.

This opens a panel with two sections: General and NTP Settings.

c) Click NTP Settings. Then click Add. d) Enter the IP address of the primary domain controller. Click OK. Click Restart.

Step 3

To set the startup policy for the NTP server(s): a) Navigate to Time Configuration . Then select Properties.

b) Check NTP Client Enabled.

c) Click Options.

d) Select Start. Click OK.

Step 4

To review the time settings for the host servers: a) Click the Configuration tab.

b) In the Software panel, select Time Configuration, which shows the Date & Time and the NTP Servers.

Step 5

To adjust the Date & Time if they are incorrect: a) Click Properties...

This opens the Time Configuration dialog box.

b) Change the Time and Date fields. Then click OK.

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Appendix

CCDM Logging and MaxSizeRollBackups

CCDM Logging and MaxSizeRollBackups

This section refers to the CCDM Logging and MaxSizeRollBackups:

Logging, on page 789

MaxSizeRollBackups , on page 790

Logging

Unified CCDM provides an extensive logging framework for each of the components of the system to aid troubleshooting in the event of a problem.

Logging trace levels are stored in the registry for each separate component and may be set to one of the four following values:

Name Description Logging

Level

0 ERROR

1

2

3

WARN

INFO

DEBUG

This is the lowest level of logging. It will only log information relating to exceptions that occurred in the application.

Warn provides ERROR level logging plus warnings raised for potential system issues.

Info is the default logging level. It provides ERROR and WARN as well as standard diagnostic information.

Debug is the highest level of logging. It provides detailed information of every operation that is performed. Debug logging has an adverse effect on performance, its usage should be kept to a minimum.

Set Logging Level Using the Unified System CLI in the CCDM Server

Complete the following procedure to set logging level using the Unified System CLI in the CCDM server.

Procedure

Step 1

Navigate to Start > All Programs > Domain Manager > Unified System CLI.

Step 2

Enter the username (wsmadmin) and password for the wsmadmin user

Step 3

Enter the instance name (optional) and click Enter.

Step 4

Enter a debug level , for example debug level 0.

Note

The value can be any logging level given in the table above.

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789

Appendix

MaxSizeRollBackups

MaxSizeRollBackups

MaxSizeRollBackups setting defines the number of log files per day to store before deleting them and creating a new one. This feature protects against a high volume of exceptions filling the disk in a short period of time.

MaxSizeRollBackups parameter is present in the configuration file for Application Server, Web, Data, Import

Server services. Partitioning service, Provisioning service

Automation Tool Spreadsheet

To complete the automation spreadsheet for import, use the information provided in the table below. The import automation script requires this information to import the virtual machines to the customer ESXi host.The

table describes the values of each virtual server and associated properties.

The table describes the values of each virtual server and associated properties.

Table 81: Complete Automation Spreadsheet Columns for Import

Column

CREATEVM

OPERATION

CUSTOMIZATION

Description

Select YES to create a VM.

Select NO to ignore.

Leave Blank.

Example

YES

Leave Blank

Select YES to apply values in the spreadsheet to the imported server.

YES

Select NO if you do not have the values at the time you complete the spreadsheet.

If you do have the values but set to

NO, the values will not be applied.

SOURCE_HOST_IP The IP address or fully qualified name of the ESXi host where

Template is created xx.xx.xx.xx

datastore2(1) SOURCE_DATASTORE_NAME The name of Datastore where

Template is created.

SOURCE_VMNAME Leave blank.

GOLDEN_TEMPLATE_NAME Enter the name for the golden template.

Leave blank.

GTCS-1A

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Appendix

Automation Tool Spreadsheet

Column

NEW_VM_NAME

DEST_HOST_IP

DEST_DATASTORE_NAME

PRODUCT_VERSION

COMPUTER_NAME

Description Example

The name for the new VM. Should not contain spaces or special characters. Maximum of 32 characters.

CallServerSideA

The IP address or fully qualified name of the ESXi Host for the new

VM.

xx.xx.xxx.xxx

The name of the Datastore for the new VM.

datastore2(1)

Currently this field is applicable only for Cisco Unified

Communications Manager.

?? 10.0(x)?

The NET BIOS name for the new computer. Maximum 15-characters.

Do not use special characters.

Demo-CallSrvA

WORK_GROUP

WORK_GROUP_NAME

DOMAIN_NAME

Dropdown:

YES adds the VM to a WorkGroup and enables

WORK_GROUP_NAME.

NO

NO adds the VM to a domain and enables DOMAIN_NAME,

DOMAIN_USER, and

DOMAIN_PASSWORD.

Enter the Workgroup name. Used only if WORK_GROUP is set to

YES.

NA

Enter the Domain name. Used only if WORK_GROUP is set to NO

TIME_ZONE_LINUX_AREA Drop-down selection of the timezone area to be set Unified

CM. For the United States of

America, select America.

TIME_ZONE_LINUX_LOCATION Drop-down selection of the timezone location to be set for

Unified CM, CUIC, or Finesse.

TIME_ZONE_WINDOWS

America

Eastern

Drop-down selection of the timezone to be set for the Unified

CVP and Unified CCE VMs.

(GMT-05:00) Eastern Time (US &

Canada)

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791

Appendix

Automation Tool Spreadsheet

Column

DOMAIN_USER

DOMAIN_PASSWORD

PRODUCT_KEY

OWNER_NAME

ORGANIZATION_NAME

Description

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.

Example

DOMAIN\Username

The password for the package123 domain user. Enabled only if

WORK_GROUP is set to NO.

package123

The valid Windows OS product key in the format xxxxx-xxxxx-xxxxx-xxxxx-xxxxx.

ZZZM2-Y330L-HH123-99Y1B-GJ20B

LabAdmin The full name of the owner.

Administrator and Guest are not allowable names.

This is a mandatory field for

OS_TYPE Windows 2012.

The Organization Name to be set for Unified CM, CUIC, or Finesse.

MyName

ORGANIZATION_UNIT The Organization Unit to be set for

Unified CM, CUIC, or Finesse.

MyUnit

ORGANIZATION_LOCATION The Organization Location to be set for Unified CM, CUIC, or

Finesse.

MyCity

ORGANIZATION_STATE

ORGANIZATION_COUNTRY

NTP_SERVER

NIC_NUM

SUB_NET_MASK_NIC1

IP_ADDRESS_NIC1

The Organization State to be set for Unified CM, CUIC, or Finesse.

MyState

Drop-down selection of the

Organization Country to be set for

Unified CM, CUIC, or Finesse.

United States of America

The IP Address of the NTP server.

xx.xx.xxx.xxx

Values in the field are pre-populated based on VM_TYPE field and are protected. Values are

“1” or “2”.

2

A valid subnet mask (IPv4 address) for NIC 1.

xx.xx.xxx.xxx

A valid IPv4 address for NIC 1.

xx.xx.xxx.xxx

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Appendix

Install and Configure Jabber for Windows

Column

DNS_ALTERNATE_NIC1

DEFAULT_GATEWAY_NIC1

DNS_IP_NIC1

IP_ADDRESS_NIC2

SUB_NET_MASK_NIC2

DNS_IP_NIC2

DNS_ALTERNATE_NIC2

VM_NETWORK

Description

A valid IPv4 address for the alternate DNS for NIC1.

A valid Default gateway (IPv4 address) for NIC1.

Example

xx.xx.xxx.xxx

xx.xx.xxx.xxx

A valid IPv4 address for the primary DNS for NIC1.

A valid IPv4 address for NIC 2.

Valid only if the value in the

NIC_NUM fields is 2.

xx.xx.xxx.xxx

xx.xx.xxx.xxx

A valid subnet mask (IPv4 address) for NIC 2. For Unified CCE VMs only.

255.255.255.255

A valid IPv4 address for the primary DNS for NIC2. For

Unified CCE VMs only.

xx.xx.xxx.xxx

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. (Optional) xx.xx.xxx.xxx

Leave Blank Leave Blank

Install and Configure Jabber for Windows

Install and Configure Jabber Client, on page 793

Configure Jabber Using UCDM, on page 794

Install and Configure Jabber Client

You can run the installation program manually to install a single instance of the client and specify connection settings in the Manual setup and sign-in window.

Procedure

Step 1

Launch CiscoJabberSetup.msi.

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793

Appendix

Configure Jabber Using UCDM

The installation program opens a window to guide you through the installation process.

Step 2

Select Accept and Install to begin the installation.

Step 3

Check Launch Cisco Jabber and select Finish.

Step 4

Select Manual setup and sign-in.

Step 5

In Select your Account Type window check Cisco Communication Manager ( Phone capabilities only).

Step 6

In the Login server select: use the following servers and enter the details of TFTP server, CTI server and

CUCM server . Click Save

Step 7

Enter the User Name( the end user created in CUCM for jabber phone) and Password and sign in.

Configure Jabber Using UCDM

Add End User

Procedure

Step 1

Log in as Provider / Customer Admin.

Step 2

Navigate to Location Administration > End Users.

Step 3

Choose a Location from the drop-down list.

Step 4

Click Add.

Step 5

Enter Username, Password, Lastname and then, choose a Role from drop-down list.

Step 6

Fill rest of the form with User Details and click Next.

Step 7

Enter Phone Pin for the user.

Step 8

Select Feature Group.

Step 9

Select Access Profile, Security Profile, and Feature Display Policy.

Step 10 Click Add.

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Glossary

CoW

Clustering over the WAN

CTI OS

CTI Object Server

DNS

Domain Name System

ESXi

VMware server virtualization software (includes the hypervisor)

HA

High Availability

HCS

Hosted Collaboration Solution

HDS

Historical Data Server

IIS

Internet Information Services

IVR

Interactive Voice Response

JTAPI

Java Telephony Application Programming Interface

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

795

NTP

Network Time Protocol

NTFS

New Technology File System

OAMP

Operations Administration Maintenance Provisioning

OVA

Open Virtual Archive

OVF

Open Virtualization Format

PG

Peripheral Gateway

PIM

Peripheral Interface Manager

PSTN

Public Switched Telephone Network

RAID

Redundant Array of Independent Disks

SAN

Storage Area Network

SIP

Session Initiation Protocol

TDM

Time Division Multiplexing

UC

Unified Communications

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Glossary

Glossary

VM

Virtual Machine

VOS

Voice Operating System

VRU

Voice Response Unit

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

797

798

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Glossary

I N D E X

A

adding

352, 356

data sources

356

super users

352

Administration UI

386

logging in

386

upload license

386

Agent

130

log in flexibility

130

anti-virus software

253

automation

50

zip file

50

C

call by call

130, 131

call flow

131

Call delivery modes

131, 132

Agent chooses

131

call by call

131

nailed connection

132

Connect Tone

132

features

132

connection modes

130, 132

call by call

130

nailed connection

132

CPU cores

47

creating

637

Do Not Call list

637

D

data sources

356

adding

356

Do Not Call list

637

creating

637

F

Finesse

264

golden template

264

G

golden templates

255, 264, 266, 272

converting from virtual machines

255

Finesse

264

Unified Communications Manager

266

Unified Intelligence Center

272

I

install

253

anti-virus software

253

VMware tools

253

ISO files

787

mount and unmount

787

mounting

787

L

license

386

replication

386

uploading from Administration UI

386

local agent, defined

130

login

356, 386

to the Administration UI

386

to Unified Intelligence Center Reporting

356

M

memory

47

Mobile Agent

130

overview

130

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

IN-1

Index

N

nailed connection

130

Nailed connection

132

call flow

132

NTP servers, time configuration

788

P

PowerCLI

50

R

registry settings

305

Remote Agent

130

defined

130

replication

386

of license

386

report templates

358

importing

358

S

servers

47

super users

352

adding

352

T

timezones

356

and data sources

356

U

Unified Communications Manager

266

golden template

266

Unified CVP report templates

358

importing

358

Unified IC reporting users

358

Unified Intelligence Center

272, 356

golden template

272

data sources

356

Unified Intelligence Center Reporting

356

logging in

356

V

virtual machines

251, 255

convert to golden templates

255

create from OVAs

251

VMware tools

253

W

WinImage

50

IN-2

Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

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