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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
First Published: January 25, 2016
Last Modified: May 18, 2016
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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
Obtaining Documentation and Submitting a Service Request
Cisco HCS for Contact Center 1
Cisco HCS for Contact Center Topology
Cisco HCS for Contact Center Options and Feature Support
Shared Management and Aggregation
Unified Contact Center Domain Manager
Unified Communication Domain Manager
Cisco Prime Collaboration - Assurance
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) iii
Contents
Unified CVP Operations Console Server
Core Component Integrated Options
Cisco Unified WIM and EIM Features
Web Callback and Delayed Callback
Cisco Remote Silent Monitoring
iv
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
C H A P T E R 2
Cisco Virtualized Voice Browser
Optional Third-Party Components
Small Contact Center Deployment
Tested Reference Configurations
Specification-Based Hardware Support
Additional Hardware Specification
Open Virtualization Format Files
Hosted Collaboration Solution for Contact Center OVA
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
Unified Intelligence Center OVA
Live Data Reporting System OVA
Cisco Remote Silent Monitoring OVA
Cisco Virtualized Voice Browser OVA
Checklists for 500 and 1000 Agent Deployment
Checklists for 4000 Agent Deployment
Checklists for Small Contact Center Agent Deployment
Checklist for 12000 Agent Deployment
Agent and Supervisor Capabilities
Core Solution Component Considerations
Core Component Design Considerations
Unified CCE Design Consideration
Unified CCE Design for 500 Agent Deployment
Unified CCE Design for 1000 Agent Deployment
Unified CCE Design for 4000 Agent Deployment
Unified CCE Design for 12000 Agent Deployment
Unified CVP Design Considerations
Unified CVP Design for 500 Agent Deployment
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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Unified CVP Design for 1000 Agent Deployment
Unified CVP Design for 4000 Agent Deployment
Unified CVP Design for 12000 Agent Deployment
Unified CM Design Considerations
Unified CM Design for 500 and 1000 Agent Deployment Models
Unified CM Design for 4000 Agent Deployment Model
Unified CM Design for 12000 Agent Deployment Model
Unified IC Design Considerations
Unified IC Design for 500 and 1000 Agent Deployments
Unified IC Design for 4000 Agent Deployment
Unified IC Design for 12000 Agent Deployment
Core Component High Availability Considerations
Unified CCE Administration and Data Server
Unified CM High Availability Scenarios
Cisco Call Manager and CTI Manager Service Fail
Cisco CTI Manager Service Fails
Cisco Call Manager Service Fails
MRCP ASR/TTS High Availability
Cisco Finesse High Availability
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) vii
Contents
Core Component Bandwidth, Latency and QOS Considerations
Unified CCE Bandwidth, Latency and QOS Considerations
Agent Desktop to Unified CCE Call Servers/ Agent PG
Unified CCE Data Server to Unified CCE Call Server for 500 and 1000 Agent
Private Network Bandwidth Requirements for Unified CCE
Unified CVP Bandwidth, Latency and QOS Considerations
Bandwidth Considerations for Unified CVP
QOS Considerations for Unified CVP
Unified CM Bandwidth, Latency and QOS Considerations
Agent Phones to Unified Communications Manager Cluster
Unified IC Bandwidth, Latency and QOS Considerations
Network Bandwidth Requirements
Cisco Finesse Bandwidth, Latency and QOS Considerations
Core Component Integrated Options Considerations
Courtesy Callback Considerations
Sample Scripts and Audio Files for Courtesy Callback
Agent Greeting Phone Requirements (for Local Agents only)
Agent Greeting Design Considerations
Whisper Announcement Considerations
Cisco Unified Mobile Agent Description
Unified Mobile Agent Provides Agent Sign-In Flexibility
viii
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Outbound Dialer Considerations
Post Call Survey Considerations
a-Law Codec Support Considerations
Back-Office Phone Support Considerations
Finesse IP Phone Agent Considerations
Live Data Reporting System Considerations
Precision Routing Considerations
Optional Component Considerations
Unified WIM and EIM Considerations
Unified WIM and EIM Design Considerations
Unified WIM and EIM Deployment Options
Unified WIM and EIM Configuration Limits
HCS Support Matrix for Unified WIM and EIM
Unified WIM and EIM High Availability
Cisco WIM and EIM Bandwidth, Latency and QOS Considerations
Cisco RSM Design Considerations
Cisco RSM Bandwidth, Latency and QOS Considerations
Cisco MediaSense Considerations
Cisco MediaSense Design Considerations
Cisco MediaSense High Availability
Cisco MediaSense Bandwidth, Latency and QOS Considerations
Cisco Unified SIP Proxy Considerations
Performance Matrix for CUSP Deployment
Cisco SPAN based Monitoring Considerations
Silent Monitoring Bandwidth, Latency and QOS Considerations
Avaya PG Design Considerations
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) ix
Contents
Cisco Virtualized Voice Browser Considerations
Cisco Virtualized Voice Browser Design Considerations
Cisco Virtualized Voice Browser Capabilities
Cisco Virtualized Voice Browser High Availability
Cisco Virtualized Voice Browser Bandwidth, Latency and QoS Considerations
Deployment Model Considerations
Small Contact Center Deployment Consideration
12000 Agent Deployment Model Considerations
Remote Deployment Option Considerations
Global Deployment Considerations
Global Deployment UCS Network Reference Design
Local Trunk Design Considerations
CUBE-Enterprise at Customer Premise
TDM Gateway at Customer Premise
Location-Based Call Admission Control
Domain and Active Directory Considerations
AD at Service Provider Premises
Storage, VM Specifications, and IOPS Considerations
Storage Considerations for All Deployments
Storage, VM Specifications, and IOPS Considerations for HCS Shared Management
SAN Configuration for HCS Shared Management Components
VM Specifications for HCS Shared Management Components
IOPS Requirement for HCS Shared Management Components
Storage, VM Specifications, and IOPS Considerations for HCS Core Components
SAN Configuration for HCS Core Components
VM Specifications for HCS Core Components
IOPS Requirement for HCS Core Components
Storage, VM Specifications, and IOPS Considerations for HCS Optional Components
SAN Configuration for HCS Optional Components
VM Specifications for HCS Optional Components
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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
Congestion Control Considerations
Congestion Control Levels and Thresholds
Congestion Control Configuration
Network Requirements for Cisco UCS B-Series Servers
Nexus1000v Switch Configurations
Data Center Switch Configurations
Network Requirements for Cisco UCS C-Series Servers
Network Link High Availability
Firewall Hardening Considerations
TCP and UDP Port Usage for Active Directory Domain Controller
Shared Management and Aggregation 195
Install and Configure Unified CCDM
Deploy Unified CCDM Database Server
Configure Windows Feature Requirements
Associate Unified CCDM Component servers with Service Provider AD Domain
Configure Windows Server 2012 R2 Firewall for SQL Server
Install Unified CCDM Database Server on Side A and Side B
Install the Diagnostic Framework for System CLI
Install Unified CCDM Portal Database on Side A and Side B
Add SQL Login for Unified CCDM Web Server
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xi
Contents
Deploy Unified CCDM Web Server
Install Unified CCDM Web Server on Side A and Side B
Configure SNMP Service for Trap Forwarding
Configure Windows Events to Forward to SNMP
Launch the Integrated Configuration Environment
Configure SSO Authentication for Unified CCDM
Manage Users with Single Sign-On
Install Active Directory Certificate on Domain Controller Box
Install Active Directory Certificate on CCDM Web Server and Data Server
Install Active Directory Certificate on CCDM Web Server.
Configure SSL for Unified CCDM
Grant Network Service Rights to the Certificate
Obtain the Certificate Thumbprint
Configure Web Services to Use the Certificate
Test the Certificate Installation
Installing the Security Certificate in the User Certificate Store
Installing the Security Certificate in the Computer Certificate Store
To Export the Certificate, on each CCDM database server
To Import the Certificate, on each CCDM database server
Install and Configure Unified Communication Domain Manager
Install Unified Communication Domain Manager
Install Hosted Collaboration Mediation-Fulfilment
Prerequisites to Configure Unified Communication Domain Manager
xii
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Install and Configure ASA Firewall and NAT
Configure Hostname and Password
Configure Multiple Context Modes
Enable Interfaces in the System Execution Space
Configure Security Contexts in System Execution Space
Assign MAC Addresses to Context Interfaces Automatically (Optional)
Configure Interfaces in the Context
Install and Configure Perimeta SBC
Configure the Management Network
Configure System, Node, and Remote Node Names
Managing Local Timezone, Time and Date, and NTP Server
Commissioning and Partnering the System
Configuration of C-Series Perimeta SBC for all HCS Deployment models
Configure Service Interface for Carrier Network
Install and Configure Prime Collaboration Assurance
Deploying Prime Collaboration Assurance
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
Advanced Prime Collaboration Assurance Deployment
Configuring the Prime Collaboration Assurance Virtual Appliance
Simple Prime Collaboration Assurance Configuration
Advanced Prime Collaboration Assurance Configuration
Removing SSL Certificate Warning from Windows Internet Explorer
Removing SSL Certificate Warning from Mozilla Firefox
Sequence for Golden Template Process
Create Golden Template for 500 Agent Deployment
Create Golden Template for Unified CCE Call Server
Install Microsoft Windows Server 2012 R2 Standard Edition
Install Unified Contact Center Enterprise
Convert the Virtual Machine to a Golden Template
Create Golden Template for Unified CCE Data Server
Enable Microsoft .Net Framework 3.5 SP1
Install Microsoft SQL Server 2014 Standard Edition
Create Golden Template for Unified CVP Server
Create Golden Template for Unified CVP OAMP Server
Install Unified CVP OAMP Server
Create Golden Template for Unified CVP Reporting Server
Install Unified CVP Reporting Server
Create Golden Template for Cisco Finesse
Install Unified Communications Voice OS based Applications
Create Golden Template for Cisco Unified Intelligence Center with Live Data
Create Golden Template for Cisco Unified Communications Manager
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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
Create Golden Template for 4000 Agent Deployment
Create Golden Template for Unified CCE Rogger
Create Golden Template for Unified CCE AW-HDS-DDS
Create Golden Template for Unified CCE Agent Peripheral Gateway
Create Golden Template for Unified CCE VRU Peripheral Gateway
Create Golden Template for Cisco Unified Intelligence Center
Create Golden Template for Live Data Reporting System
Create Golden Template for Small Contact Center Agent Deployment
Create Golden Template for 12000 Agent Deployment
Create Golden Template for Unified CCE Router
Create Golden Template for Unified CCE Logger
Create Golden template for Unified CCE AW-HDS
Create Golden Template for Unified CCE HDS-DDS
Configure Customer Instance for Network Infrastructure
Configure UCS 6100 Server Ports
Configure UCS 6100 Uplink Ethernet Ports
Configure Server Management IP Address Pool
Associate VSAN with an FC Uplink Port
Configure UCS B Series Blade Server
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xv
Contents
C H A P T E R 8
Configure UCS B Series Blade Server
View Multilayer Director Switch
Configure SAN on Storage Device
Cisco Nexus 1000V Installer App Prerequisites
Installing the VSM Software using Cisco Nexus 1000V Installer App
Installing the VEM Software Using the Cisco Nexus 1000V Installer App
Add Second Customer Instance in Single Blade for 500 Agent Deployment
Clone and OS Customization Process
Automated Cloning and OS Customization
Automated Cloning and OS Customization Using Golden Templates
Download Golden Template Automation Tool
Complete Automation Spreadsheet
Validate Network Adapter Settings and Power On
Edit Registry Settings and Restart VM
Automated Cloning and OS Customization Using OVF
Complete Automation Spreadsheet for Export
Run Automation Script for Export
Ensure Readiness of the Location
Complete the Spreadsheet for Import
Run Automation Script for Import
Manual Cloning and OS Customization
Create Customization File for Windows Based Components
Deploy Virtual Machine from the Golden Template
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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
Copy Answer Files to Virtual Machines
Create a Customer Instance for the 500 Agents Deployment Model
Set Up Virtual Machine Startup and Shutdown
Create a Domain Controller Server
Create a Virtual Machine for the Domain Controller
Install Microsoft Windows Server
Install the Antivirus Software
Configure Cisco Unified CCE Call Server
Configure a Generic Peripheral Gateway
Add PIM1(Unified Communications Manager PIM)
Configure Media Routing Peripheral Gateway
Set Local Administrator Password
Add Cisco SNMP Agent Management Snap-In
Save Cisco SNMP Agent Management Snap-In View
Set Up Community Names for SNMP V1 and V2c
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xvii
Contents
Set Up SNMP User Names for SNMP V3
Set Up SNMP Syslog Destinations
Configure Unified CCE Data Server
Configure Private Ethernet Card
Configure Visible Ethernet Card
Configure Unified CCE Encryption Utility
Create and Bind System CLI Certificate
Configure the Unified CCE Logger
Configure Administration Server and Real-Time Data Server Components
Verify Cisco Diagnostic Framework Portico
Setup Unified CVP Media Server IIS
Configure Basic Settings for FTP Server
Configure Unified CVP Reporting Server
Configure Active Directory Server
Sign In to Cisco Unified Intelligence Center Reporting Interface
Create Data Source and Import Report Templates
Create Data Source for Cisco Unified CVP Report Data
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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Obtain Cisco Unified CVP Report Templates
Import Unified CVP Report Templates and Set Data Source
Configure Cisco Unified CVP Operations Console
Enable Unified CVP Operations Console
Configure Unified CVP Call Server Component
Configure Unified CVP VXML Server Component
Configure Unified CVP Reporting Server
Configure Unified CVP Media Server
Transfer Scripts and Media Files
Add Unified Communications Manager Devices
Add Unified Intelligence Center Devices
Configure Dialed Number Patterns
Configure Cisco IOS Enterprise Voice Gateway
Configure Unified Communications Manager
Configure Unified Communications Manager Publisher
Configure Unified Communications Manager Subscriber
Launch Unified Communications Manager Publisher to Add the Subscriber
Unified Communications Manager License
Upgrade Unified Communications Manager License
Validate Clusterwide Domain Configuration
Install JTAPI on Unified CCE Servers
Configure Unified Intelligence Center with Live Data
Configure Unified Intelligence Center Publisher
Configure Unified Intelligence Center Subscriber
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xix
Contents
Launch Publisher to Add Subscriber
Configure Unified Intelligence Center Reporting
Configure the SQL User Account
Configure Unified Intelligence Center Data Sources
Configure Unified Intelligence Center Administration
Unified Intelligence Center License and Sign-In
Sign In to Administration Console
Configure Live Data Machine Services
Configure Live Data Unified Intelligence Data Sources
Configure Live Data Reporting Interval
Add Certificate for HTTPS Gadget
Configure the Cisco Finesse Primary Node
Configure Settings for the CTI Server and Administration and Data Server
Configure CTI Server Settings in the Cisco Finesse Primary Node
Configure Unified Contact Center Enterprise Administration and Data Server
Restart the Cisco Tomcat Service
Configure Cisco Finesse Secondary Node
Launch the Finesse Administration Console to Configure the Secondary
Install Cisco Finesse on the Secondary Node
Configure Cisco Finesse Administration
Obtain and Upload a CA Certificate
Trust Self-Signed Certificate for Cisco Finesse
Browser Settings for Internet Explorer
Create a Customer Instance for the1000 Agent Deployment Model
Create a Customer Instance for the 4000 Agent Deployment Model
Configure Cisco Unified CCE Rogger
Configure the Unified CCE Router
Configure the Unified CCE Logger
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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Configure Unified CCE AW-HDS-DDS
Configure Unified CCE Agent PG 1
Configure CUCM Peripheral Gateway for 4000 Agent Deployment Model
Configure Media Routing Peripheral Gateway
Configure Multichannel and Outbound PIM's 4000 Agent Deployment
Configure Unified CCE Agent PG 2
Configure Outbound PIM for 4000 Agent Deployment
Configure Unified Intelligence Center
Configure Live Data Reporting System
Create Customer Instance for Small Contact Center Agent Deployment Model
Configure Unified CCE Rogger for Small Contact Center Agent Deployment
Load Base Configuration for Small Contact Center Agent Deployment
Configure Unified CCE Router for Small Contact Center
Configure Unified CCE Agent PG for Small Contact Center Agent Deployment
Configure CUCM Peripheral Gateway for Small Contact Center Agent Deployment
Add Agent PG Using Unified CCE Configuration Manager
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxi
Contents
C H A P T E R 1 0
Configure CTI Server for Small Contact Center Agent Deployment Model
Configure Media Routing Peripheral Gateway for Small Contact Center Agent
Add Media Routing PG Using Unified CCE Configuration Manager
Configure Media Routing Peripheral Gateway for Small Contact Center Agent
Increase the SW MTP and SW Conference Resources
Configure Shared Unified Communications Manager
Create DNS Server for Finesse in Small Contact Center Deployment
Create Customer Instance for 12000 Agent Deployment Model
Configure Unified CCE Agent PG’s for 12000 Agent Deployment
Configure CUCM Peripheral Gateway for 12000 Agent Deployment
Configure Media Routing Peripheral Gateway for 12000 Agent Deployment
Configure Unified CCE VRU PG’s for 12000 Agent Deployment
Configure VRU Peripheral Gateway for 12000 Agent Deployment
Configure Unified Intelligence Center
Configure Live Data Reporting System
Integration of Customer Instance with Shared Management 453
Configure Unified CCE Servers in Unified CCDM Cluster
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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Configure the Unified CCE AW for Provisioning
Configure Unified CCE AW Database(AWDB) for Unified CCDM
Set Up CMS Server on Unified CCE
Establish Two-Way Forest Trust
Create Conditional Forwarders for Customer Domain
Create Forwarders for Customer Domain
Create Conditional Forwarders for Service Provider Domain
Create Forwarders for Service Provider Domain
Setup Unified CCE Servers in Unified CCDM Cluster
Configure Unified CVP Servers in Unified CCDM Cluster
Setup Unified CVP Servers in Unified CCDM Cluster
Equipment Mapping for CVP with CCDM
Create Users in Active Directory
Configure Unified CCE for Partitioned Internet Script Editor
Configure Unified CCE Admin Workstation for Internet Script Editor
Install Internet Script Editor
Deployment Specific Configurations
Integration of Small Contact Center Agent Deployment for UCCE with CCDM
Map Equipment for Small Contact Center Deployment
Resource Allocation for Small Contact Center Agent Deployment
Move Resource to Sub Customer Tenant
Map Labels to the Network VRU Type
Associate Department with an Agent
Naming Convention for the Resources in Small Contact Center Agent Deployment
Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with CCDM
Basic Configuration of Unified Communication Domain Manager
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxiii
Contents
Setup Cisco Unified Communication Manager Servers
Integration of ASA for HCS Deployment model
Configure Interfaces in the System Execution Space
Configure Interfaces in the Customer Instance Context
Configure Access-list in the Customer Instance Context
Configure NAT in the Customer Instance Context
Integration of ASA for Small Contact Center Deployment Model
Configure Interfaces in the System Execution Space
Configure Security Contexts for each Sub-customer Context
Configure Interfaces in each Sub-Customer Instance Context
Configure Access-list in the Sub-customer Instance Context
Configure Static NAT in the Sub-customer instance Context
Integration of Perimeta SBC for HCS Deployment model
Configure Service Interface for Customers
Configure Adjacencies for Customer Instance
Integration of Perimeta SBC for Small Contact Center Deployment Model
Configure Media Address for Sub-customer
Create Account for Enterprise Applications
Configure Adjacencies for Sub Customer Instance
Configure Adjacencies for Core Components
Add CUCM PUBLISHER Adjacency for consult and transfer call flow
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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
Add CUCM PUBLISHER Adjacency for Mobile agent call flow
Add CUCM SUBSCRIBER Mobile Agent Call flow
Add CUBE-E-OUTBOUND-AGENT adjacency
Configure Adjacencies for Optional Components
Add CUBE-MEDIASENSE FORK adjacency
Cisco Prime Collaboration Assurance Integration for Small Contact Center Deployment
Customer Management for Prime Collaboration Assurance
Provision Unified CCE Using Unified CCDM
CRUD Operations for Unified CCDM Objects
Configure an Imported Unified CCE User
Assign Permission to Sub-customer Tenant and User
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxv
Contents
Assign Precision Attribute to an Agent
Configure Enterprise Skill Group
xxvi
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Create an Enterprise Skill Group
Edit an Enterprise Skill Group Configuration
Delete an Enterprise Skill Group
Configure Expanded Call Variable
Create an Expanded Call Variable
Edit an Expanded Call Variable
Delete an Expanded Call Variable
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxvii
Contents
Agent Re-skilling and Agent Team Manager
Configure Supervisor for Agent Re-skill and Agent Team Manager in CCDM
Associating Supervisor Agent to Agent Team
Remove an Agent from Skill Group
Bulk Operations Using Unified CCDM
Templates for Creating CSV Files
Enterprise Skill Group Template
Syntax for Precision Queue Steps
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Contents
Provision Unified CCE Using Administration Workstation
Provision Unified CCE Using Web Administration
Provision Routing Script Using Internet Script Editor
Provisioning Unified CVP Using Unified CCDM
Unified Communication Manager Administration
Provision Unified Communications Manager Using UCDM
CRUD Operations for UCDM Objects
Provisioning Contact Center Server and Contact Center Services
Configure Contact Center Servers
Configure Contact Center Services
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxix
Contents
Delete Contact Center Services
Configure Cisco Unified CM Group
Configure Directory Number Inventory and Lines
Add Directory Number Inventory
Add Phones as Provider or Reseller
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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
C H A P T E R 1 2
Associate Phone to Application User
Disassociate Unified Communication Manager from UCDM
Enable or Disable the Built-in-Bridge
Cisco Unified Communications Domain Manager Administration
Configure Core Component Integrated Options
Configure the VXML Gateway for Courtesy Callback
Configure the Ingress Gateway for Courtesy Callback
Configure CUBE-E for Courtesy Callback
Configure the Reporting Server for Courtesy Callback
Configure the Call Studio Scripts for Courtesy Callback
Configure the Media Server for Courtesy Callback
Configure the ICM Script for Courtesy Callback
Republish the tcl scripts to VXML Gateway
Set Cache Size on VXML Gateway
Configure FTP Enabled in Server Manager
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxxi
Contents
Create Voice Prompts for Recording Greetings
Configure the Call Studio Scripts for Record Agent Greeting
Set Content Expiration in IIS (Windows 2012) in Media
Create Agent Greeting Play Script
Create Agent Greeting Recording Script
Unified CCE Configuration for Record Agent Greeting
Import the Example Agent Greeting Scripts
Agent Greeting Deployment Tasks
Modify the Unified CCE call routing scripts to use Play Agent Greeting script
Specify AgentGreetingType Call Variable
Configure Unified Communications Manager
Configure Whisper Announcement
Configure the Whisper Announcement Service Dialed Numbers
Create Whisper Announcement Script
Configure Database Integration
Configure VXML Database Element
Configure Unified Mobile Agent
Enable Mobile Agent Option in CTI OS Server
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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Configure Unified Communications Manager
Configure CTI Port as Provider or Reseller
Configure CTI Port as Customer
Tag CTI Ports as Contact Center Agent Lines
Add Outbound Configuration to an Existing Unified CVP Call Server
Add Outbound Database Using ICMDBA Tool
Create Outbound PIM for 500 and 1000 Agent Deployment
Create Outbound PIM for 4000 Agent Deployment
Create Outbound PIM for Small Contact Center Deployment
Create Outbound PIM for 12000 Agent Deployment
Add Routing Script for Agent Based Campaign
Add Routing Script for IVR Based Campaign
Install SIP Dialer Using Peripheral Gateway Setup
Outbound Option Enterprise Data
Configure Unified Communications Manager
Configure Trunk towards the Outbound Gateway
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxxiii
Contents
C H A P T E R 1 3
Enable Recording for Agent Greeting and Courtesy Callback
Configure Unified Communication Manager
Configure Unified CM Based Silent Monitoring
Add Monitoring Calling Search Space for the device
Configure Unified Communication Manager
Configure Music On Hold Server Audio Source
Set up Service Parameters for Music on Hold
Set up Phone Configuration for Music on Hold
Install and Configure Optional Cisco Components 651
Install SPAN based Silent Monitoring
SPAN-Based Silent Monitoring Configuration
Configurations for SPAN from Gateway
Silent Monitor Service Clusters
Configurations for SPAN from Call Manager
Create Golden Template for Cisco Remote Silent Monitoring
Configuring SNMP Traps for Cisco RSM
Configure Cisco RSM for 500 and 1000 Agent Deployment
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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Set RSM Configuration Settings for 500 and 1000 Agent Deployment
Configure JTAPI Client Preferences
Create the Supervisor Login Account
Configure Unified Communication Manager
Create Simphone Device Dependencies
Set Up the Login Pool Simphone
Configure Cisco RSM for 4000 Agent Deployment
Set RSM Configuration Settings for 4000 and 12000 Agent Deployment
Configure Cisco RSM for 12000 Agent Deployment
Configure Cisco RSM for Small Contact Center Deployment
Set RSM Configuration Settings for Small Contact Center Deployment
Configure Cisco RSM for A-Law Codec
Configure Unified Communications Manager
Create Golden Template for Cisco MediaSense
Configure Cisco MediaSense Primary
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxxv
Contents
Complete Setup for Primary Server
Configure Cisco MediaSense Secondary
Complete Setup for Secondary Server
Provisioning Cisco Unified CM for Cisco MediaSense BIB Forking
Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE
Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE
Forking for HCS Deployment Models
Set Up CUBE Dial-Peers for MediaSense Deployments
Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE
Forking for SCC Deployment Models
Set Up CUBE Dial-Peers for Small Contact Center Deployment
Provisioning TDM Gateway for Media Forking
Install Cisco Unified SIP Proxy
Example of Installation on a Service Module
Post Installation Configuration Tool
Obtaining New or Additional Licenses
Using the Licensing Portal to Obtain Licenses for Additional Features or
Using the CLI to Install the Cisco Unified SIP Proxy Release 8.5.7 Licenses
Configure Cisco Unified SIP Proxy Server
Configure Cisco Unified SIP Proxy
xxxvi
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Full Configuration for Cisco Unified SIP Proxy
Create a Sip-Server with the CUSP IP
Configure Cisco Unified Communications Manager
Configure Outbound with Cisco Unified SIP Proxy
Configure Cisco Unified SIP Proxy for IVR based Campaign
Create Golden Template for Avaya PG
Enable Network Transfer Preferred
Cisco Virtualized Voice Browser
Create Golden Template for Cisco Virtualized Voice Browser
Add Cisco Virtualized Voice Browser
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
Configure Cisco Virtualized Voice Browser
Access Virtualized VB Administration Web Interface
Access Virtualized VB Serviceability Web Page
Configure Whisper Announcement
Configure Courtesy Callback for Cisco VVB
Unified CVP Servers for Remote CVP Deployment
Configure Operations Console for Remote CVP for Remote Deployment
Configure Unified CVP Call Server for Remote Deployment
Configure SIP Server Group for Remote Deployment
Unified CCE Servers for Remote CVP Deployment
Add Remote VRU PG Using Unified CCE Configuration Manager
Configure VRU PG for Remote CVP Deployment
Remote CVP and CUCM Deployment
Unified CCE Servers for Remote CVP and CUCM Deployment
Add Remote Generic PG Using Unified CCE Configuration Manager
Configure Generic PG for Remote CVP and CUCM Deployment
Configure Unified Communications Manager
Configure SIP Profile for LBCAC
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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
Deploy SIP Trunk for Local Branches
Configure Location Bandwidth Manager
Virtual Machine Performance Monitoring
Collect System Diagnostic Information Using Unified System CLI
Run Unified System CLI in the Local Machine
Run Unified System CLI in the Remote Machine
Migrate CCE Servers to the New Domain
Associate Virtual Machine with New Domain
Associate Unified CCE with New Domain
Cisco Unified Communications Manager Configurations
Provision Cisco Unified Communications Manager
Set Up Unified Communications Manager Groups
Set Up Media Termination Point
Set Up and Associate Media Resource Group List
Installing and Configuring Guide for Cisco HCS for CC 11.0(1) xxxix
Contents
Disable iLBC, iSAC and g.722 for Recording Device
Set up Music on Hold Server Audio Source
Set up Service Parameters for Music on Hold
Set up Phone Configuration for Music on Hold
Associate CSS and Partition with Phones and Lines
Provision Cisco Unified Communications Manager for Core Component Integrated
Create SIP Trunk between CUCM and CUBE (SP)
Create SIP Trunk Security Profile
Configure Unified Communication Manager
Configure Music on Hold Server Audio Source
Configure Service Parameters for Music on Hold
Modify Phone configuration for Music On Hold
Provision Cisco Unified Communication Manager for Optional Cisco Components
Create Simphone Device Dependencies
Associate a Line DN to Simphone Device
Use Simphone Bulk Administration Tool
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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Contents
Base Configuration Parameters for 500 and 1000 Agent Deployment
Base Configuration Parameters for 4000 Agent Deployment
Base Configuration Parameters for Small Contact Center Agent Deployment
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Contents
Base Configuration Parameters for 12000 Agent Deployment
IOPS values for Unified Communication Manager
Set Up NTP and Time Configuration at the Customer Site
CCDM Logging and MaxSizeRollBackups
Set Logging Level Using the Unified System CLI in the CCDM Server
Install and Configure Jabber for Windows
Install and Configure Jabber Client
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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Preface
•
•
•
•
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
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.
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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
•
•
Remote Deployment options, page 42
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
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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
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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
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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
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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
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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)
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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
•
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 :
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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
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
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Cisco HCS for Contact Center
ASA NAT and Firewall
For more information about Unified Communication Domain Manager, see
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
Collaboration Assurance, on page 239
.
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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 Communication Manager, on page 15
•
Unified Intelligence Center, on page 17
•
•
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
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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
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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
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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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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
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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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• 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:
•
•
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Courtesy Callback
•
Whisper Announcement, on page 20
•
Database Integration, on page 20
•
•
•
•
•
•
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
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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Cisco HCS for Contact Center
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
.
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
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
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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
.
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
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:
•
•
SPAN-Based Monitoring, on page 23
•
Cisco Unified WIM and EIM, on page 23
•
Cisco Remote Silent Monitoring, on page 24
•
•
Cisco Unified SIP Proxy, 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
.
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.
•
•
•
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 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
) and Phone Sim (see
), 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
,
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
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
, on page 153 and
.
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
and
Cisco Virtualized Voice Browser, on page 711
.
Optional Third-Party Components
This section describes the following optional third-party components:
•
•
•
•
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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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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Cisco HCS for Contact Center
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
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
.
4000 Agent Deployment
The following figure shows the 4000 agent deployment model with three pairs of high density
. 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
.
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4000 Agent Deployment
Note
The below blade placement is an optimized version for B200 M4 servers only(
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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Cisco HCS for Contact Center
12000 Agent Deployment Model
12000 Agent Deployment Model
The following figure shows the 12000 agent deployment model with eleven pairs of high density
. Use the guidelines for specification-based hardware to add additional VMs for options. For more information about available options, see
.
Figure 8: 12000 Agent Deployment Model
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35
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
. 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
.
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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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Small Contact Center Deployment
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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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Cisco HCS for Contact Center
Small Contact Center Deployment
Figure 11: Small Contact Center Deployment Model for Shared Component Sub Customer Option
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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
•
•
Remote Office Options, on page 44
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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
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45
Remote Office Options
Cisco HCS for Contact Center
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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
•
•
Open Virtualization Format Files, page 54
•
Deployment Checklists, page 58
Hardware Requirements
HCS for Contact Center Release supports Tested Reference Configurations (see
) 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.
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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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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
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
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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
.
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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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
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
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 Remote Silent Monitoring OVA, on page 57
•
Cisco MediaSense 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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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
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
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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63
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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65
Checklist for 12000 Agent Deployment
Prerequisites
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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
•
•
•
Third-Party Integration, on page 80
•
Configuration Limits, on page 82
•
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
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
Administration Workstation, on
page 564 .
• Unified CCE Web Administration.
For more information, see
Provision Unified CCE Using Web
.
Cisco Agent Desktop Admin
• Unified CCDM Web
Administration. For more information, see
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
Operations Console, on page 359
.
• Unified Intelligence Center Web
Administration. For more information, see
Intelligence Center , on page 423
.
• Cisco Unified CM Administration.
For more information, see
Provision Unified Communications
566
• Cisco Finesse Web Administration.
For more information, see
.
• 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,
page 83
See,
page 83
See,
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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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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Design Consideration
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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Design Consideration
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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Design Consideration
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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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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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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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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Unified CM Design for 4000 Agent Deployment Model
Design Consideration
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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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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 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:
•
•
•
Cisco Finesse Client, 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
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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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Core Component Bandwidth, Latency and QOS Considerations
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
Center–AW/HDS
Client–Unified
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
Center–AW/HDS
Client–Unified
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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Design Consideration
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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Mobile Agent Considerations
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
•
•
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
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
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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Design Consideration
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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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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Design Consideration
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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Design Consideration
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
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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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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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
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
.
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
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
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
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
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
•
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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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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Storage, VM Specifications, and IOPS Considerations for HCS Core Components
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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Storage, VM Specifications, and IOPS Considerations for HCS Core Components
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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Design Consideration
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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Design Consideration
Storage, VM Specifications, and IOPS Considerations for HCS Core Components
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
Storage, VM Specifications, and IOPS Considerations for HCS Core Components
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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Design Consideration
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
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.
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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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Design Consideration
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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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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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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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
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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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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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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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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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
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
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
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
•
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 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
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
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
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
.
Step 4
Configure monitor to check the general health of SQL Server Replication between Unified CCDM databases.
For more information, see
.
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
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,
.
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
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
.
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.
•
•
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
.
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
•
•
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
Commissioning and Partnering the System, 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
•
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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Configuring the Prime Collaboration Assurance Virtual Appliance
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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SSL Certificate Installation
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
Notes
HCS Core Component
2
3
4
5
6
Create Golden Template for Unified CCE Data
HCS Core Component
Create Golden Template for Unified CVP Server,
on page 259
HCS Core Component
Create Golden Template for Unified CVP OAMP
HCS Core Component
Create Golden Template for Unified CVP
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
.
2
3
4
5
6
Create the virtual machine for the Unified CCE
Call Server OVA.
Follow the procedure
251 .
Install Microsoft Windows Server
Install anti-virus software.
.
Follow the procedure
page 253 .
Install the Unified Contact Center Enterprise.
Convert the virtual machine to a template.
Follow the procedure
.
Follow the procedure
.
After you create all golden templates, you can run the automation process ( Automated Cloning and OS
). 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
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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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
.
Create the virtual machine for the Unified CCE
Data Server.
Follow the procedure
251 .
Install Microsoft Windows Server.
.
Install antivirus software.
Enable .Net Framework 3.5 SP1
Install Microsoft SQL Server.
Follow the procedure
page 253 .
Follow the procedure
page 256
Follow the procedure
257 .
Install the Unified Contact Center Enterprise.
Convert the virtual machine to a template.
Follow the procedure
.
Follow the procedure
.
After you create all golden templates, you can run the automation process ( Automated Cloning and OS
). 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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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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• 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
.
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Create Golden Template
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
251 .
Install Microsoft Windows Server
.
Install antivirus software.
Install the Unified CVP Server.
Convert the virtual machine to a template.
Follow the procedure
page 253 .
Follow the procedure
page 260 .
Follow the procedure
.
After you create all golden templates, you can run the automation process ( Automated Cloning and OS
). 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
.
2
3
4
5
6
Create the virtual machine for the Cisco Unified
CVP OAMP Server.
Follow the procedure
251 .
Install Microsoft Windows Server
.
Install antivirus software.
Install the Cisco Unified CVP OAMP Server.
Convert the virtual machine to a template.
Follow the procedure
page 253 .
Follow the procedure
.
Follow the procedure
.
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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Create Golden Template for Unified CVP Reporting Server
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
.
2
3
4
Create the virtual machine for the Unified CVP
Reporting Server
Follow the procedure
251 .
Install Microsoft Windows Server
Install antivirus software
.
Follow the procedure
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
.
After you create all golden templates, you can run the automation process (
). 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
.
2 Create the virtual machine for Cisco Finesse
3
4
Install Cisco Finesse
Convert the virtual machine to a template
See,
.
Follow the procedure for installing VOS applications for golden templates. See
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
. 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
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
2
3
4
5
Create the virtual machine for Live Data
Install Cisco Unified Intelligence Center with
Live Data
Install VMware Tools
See
.
Follow the procedure for installing VOS applications for golden templates. See
Communications Voice OS based Applications, on
page 264 .
Follow the procedure
252
Convert the virtual machine to a Golden Template See
.
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
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
). 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
.
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
.
2 Create the virtual machine for Unified
Communications Manager
Follow the procedure that is documented in,
251 .
3
4
Install Cisco Unified Communications
Manager
Follow the procedure for installing VOS applications for golden templates. See
Communications Voice OS based Applications, on
page 264 .
Convert the virtual machine to a template Follow the procedure
After you create all golden templates, you can run the automation process
. After you run the automation process, you can configure the Unified
Communications Manager publisher and subscriber VM on the destination system. See
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
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
Notes
HCS Core Component
Create Golden Template for Unified CVP Server,
on page 259
HCS Core Component
Create Golden Template for Unified CVP OAMP
HCS Core Component
Create Golden Template for Unified CVP
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
Notes
HCS Core Component
2
Create Golden Template for Unified CCE
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
HCS Core Component
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267
Create Golden Template
Create Golden Template for Unified CCE Rogger
Sequence
7
8
9
10
11
Done?
Tasks
Create Golden Template for Unified CVP
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
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
.
2
3
4
5
Create the virtual machine for the Unified CCE
Rogger
Follow the procedure
251 .
Install Microsoft Windows Server.
Install Anti-Virus software
.
Follow the procedure
page 253 .
Enable .Net Framework 3.5 SP1 Follow the procedure
page 256
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Create Golden Template
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
257 .
Follow the procedure
.
Follow the procedure
.
After you create all golden templates, you can run the automation process (
). 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
.
2
3
4
Create the virtual machine for the Unified CCE
AW-HDS-DDS
Follow the procedure
251 .
Install Microsoft Windows Server.
.
Install antivirus software Follow the procedure
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
page 256
Follow the procedure
257
Follow the procedure
.
Follow the procedure
.
After you create all golden templates, you can run the automation process ( Automated Cloning and OS
). 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
.
2
3
4
Create the virtual machine for the Unified CCE
Agent PG
Follow the procedure
251 .
Install Microsoft Windows Server
Install antivirus software
.
Follow the procedure
page 253 .
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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
.
Follow the procedure
.
After you create all golden templates, you can run the automation process (
). 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
on the destination system for 4000 agent deployment. and see
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
.
2
3
4
5
6
Create the virtual machine for the Unified CCE
VRU PG.
Follow the procedure
251 .
Install Microsoft Windows Server
.
Install antivirus software.
Install the Unified CCE.
Convert the virtual machine to a template.
Follow the procedure
page 253 .
Follow the procedure
.
Follow the procedure
.
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271
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
). 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
.
2
3
4
Create the virtual machine for Cisco Unified
Intelligence Center
Install Cisco Unified Intelligence Center
See
.
Follow the procedure for installing VOS applications for golden templates. See
Communications Voice OS based Applications, on
page 264 .
Convert the virtual machine to a Golden Template See
.
After you create all golden templates, you can run the automation process
. 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
272
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
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
.
Follow the procedure for installing VOS applications for golden templates. See
Communications Voice OS based Applications, on
page 264 .
Install VMware Tools Follow the procedure
252
Convert the virtual machine to a Golden Template See
.
After you create all golden templates, you can run the automation process (
). 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
Notes
HCS Shared Core
Component
2
3
4
Create Golden Template for Unified CCE
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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273
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
HCS Shared Core
Component
Create Golden Template for Unified CVP
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
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
HCS Core Component
3
4
5
6
Create Golden template for Unified CCE
Create Golden Template for Unified CCE
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
HCS Core Component
Create Golden Template for Unified CVP
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
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
.
2
3
4
Create the virtual machine for the Unified CCE
Router.
Follow the procedure
251 .
Install Microsoft Windows Server
.
Install Anti-Virus software.
Follow the procedure
page 253 .
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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
.
Follow the procedure
.
After you create all golden templates, you can run the automation process ( Automated Cloning and OS
). 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
.
2
3
4
5
6
Create the virtual machine for the Unified CCE
Logger
Follow the procedure
251 .
Install Microsoft Windows Server.
Follow the procedure
.
Install Anti-Virus software
Enable .Net Framework 3.5 SP1
Install Microsoft SQL Server.
Follow the procedure
page 253 .
Follow the procedure
page 256
Follow the procedure
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
.
Follow the procedure
.
After you create all golden templates, you can run the automation process (
). 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
.
2
3
4
5
6
Create the virtual machine for the Unified CCE
AW-HDS.
Follow the procedure
251 .
Install Microsoft Windows Server.
.
Install Anti-Virus software
Enable .Net Framework 3.5 SP1
Install Microsoft SQL Server.
Follow the procedure
page 253 .
Follow the procedure
page 256
Follow the procedure
257 .
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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
.
Follow the procedure
.
After you create all golden templates, you can run the automation process ( Automated Cloning and OS
). 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
.
2
3
4
5
6
Create the virtual machine for the Unified CCE
HDS-DDS.
Follow the procedure
251 .
Install Microsoft Windows Server.
Follow the procedure
.
Install Anti-Virus software
Enable .Net Framework 3.5 SP1
Install Microsoft SQL Server.
Follow the procedure
page 253 .
Follow the procedure
page 256
Follow the procedure
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
.
Follow the procedure
.
After you create all golden templates, you can run the automation process (
). 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
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C H A P T E R
7
Configure Customer Instance for Network
Infrastructure
•
Implement UCS Platform, page 281
•
•
Add ESX Host to vCenter, page 290
•
•
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
•
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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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
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.
•
•
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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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 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
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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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
•
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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
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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Installing the VEM Software Using the Cisco Nexus 1000V Installer App
• 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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Installing the VEM Software Using the Cisco Nexus 1000V Installer App
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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Configure Cisco Nexus
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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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
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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,
.
Sequence
1
2
3
4
Task
Run Automation Script, on page
303
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
Done
VOS Customization Process
1
2
3
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
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
Run Automation Script for Import,
on page 312
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.
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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.
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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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Manual Cloning and OS Customization
•
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
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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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
Verify Cisco Diagnostic Framework Portico, on page 346
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
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
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
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
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
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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 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
.
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 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
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
Done?
Configure Cisco Finesse Secondary Node, on page 396
Install VMware Tools, on page 252
Configure Cisco Finesse Administration, on page 398
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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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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•
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
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Configure Cisco Unified CCE Rogger
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
Verify Cisco Diagnostic Framework Portico, on page 346
AW-HDS-DDS
•
•
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
Configure Media Routing Peripheral Gateway, on page 415
Configure CTI Server, on page 417
Configure CTI OS Server, on page 332
Verify Cisco Diagnostic Framework Portico, on page 346
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
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
Configure Outbound PIM for 4000 Agent Deployment, on page
418
Configure CTI Server, on page 417
Configure CTI OS Server, on page 332
Verify Cisco Diagnostic Framework Portico, on page 346
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
Verify Cisco Diagnostic Framework Portico, on page 346
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
•
•
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 Live Data Reporting System
Sequence
1
2
Task
Configure Live Data AW-Access,
on page 387
Done?
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Create Customer Instance for Small Contact Center Agent Deployment Model
4
5
6
Sequence
3
Task
Intelligence Data Sources, on page
389
Done?
Import Live Data Reports, 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
Configure Unified CCE Rogger for Small Contact Center Agent
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
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
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
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
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Sequence Task
9
Load Base Configuration for Small Contact Center Agent
Done?
10
Verify Cisco Diagnostic Framework Portico, on page
346
11
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
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Configure Unified CCE Agent PG for Small Contact Center Agent Deployment
10
11
Sequence
8
Task
Configure CTI OS Server, on page 332
9
Verify Cisco Diagnostic Framework Portico, on page 346
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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Increase the SW MTP and SW Conference Resources
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
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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Create DNS Server for Finesse in Small Contact Center Deployment
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
Configure Unified CCE VRU PG’s for 12000 Agent
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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Sequence Task
10
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
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
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Configure Unified CCE AW-HDS
8
9
Sequence
6
Task
7
Verify Cisco Diagnostic Framework Portico, on page 346
Done?
AW-HDS
•
•
Create HDS Database, on page 410
•
•
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
Verify Cisco Diagnostic Framework Portico, on page 346
HDS-DDS
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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 PG’s for 12000 Agent Deployment
Configure Unified CCE Agent PG’s 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
Configure Media Routing Peripheral Gateway for 12000 Agent
Deployment
Configure CTI Server, on page 417
Configure CTI OS Server, on page 332
Verify Cisco Diagnostic Framework Portico, on page 346
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
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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 PG’s 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 PG’s 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
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
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CVP server
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CVP server
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CVP server
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CVP server
19A
CVP server
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CVP server
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CVP server
22A
CVP server
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CVP server
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PIM2
PIM4
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PIM8
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PIM12 5033
PIM14 5035
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PIM10 5047
PIM12 5049
PIM14 5051
PIM16 5053
VRU
Hostname
CVP server
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CVP server
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CVP server
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CVP server
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CVP server
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CVP server
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CVP server
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20B
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CVP server
22B
CVP server
23B
CVP server
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Configure Unified CCE VRU PG’s 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 Live Data Reporting System
Sequence
1
2
3
4
5
Task
Configure Live Data AW-Access,
on page 387
Done?
Intelligence Data Sources, on page
389
Import Live Data Reports, on page
391
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Sequence
6
Task
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
•
•
Perimeta SBC Integration , page 486
•
Cisco Prime Collaboration Assurance Integration for Small Contact Center Deployment Model, page
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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•
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
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
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
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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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 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
•
•
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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•
•
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
.
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
•
•
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
•
•
Setup Cisco Unified Communication Manager Servers, on page 474
•
Configure Network Device List, 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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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 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
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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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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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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•
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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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 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 Departments, on page 507
•
•
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 Supervisors , on page 532
•
Configure Service, on page 533
•
Configure Skill Group, on page 534
•
•
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
•
•
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
page 513 .
ECC Variables, see
.
Network VRU Script, see
.
Call Type, see
.
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
on page 521 .
Skill Group, see
.
Folder, see
.
Group, see
.
Agent, see
.
Agent Desktop, see
on page 510 .
Agent Team, see
.
Person, see
.
User, see
on page 504 .
User Variable, see
on page 539 .
Enterprise Skill Group, see
.
Label, see
.
Attribute, see
page 515 .
Precision Queue, see
.
Service, see
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:
•
•
Assign Roles to Users, on page 505
•
Assign Permission to Sub-customer Tenant and 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:
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
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
•
•
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
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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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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
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
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
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
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
.
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
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
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
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:
•
•
•
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
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•
•
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
•
•
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,
569
Create
x
Contact Center
Services
See,
570 x
SIP Trunks
See,
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,
page 573 x
Route List
See,
page 575 x
Route Patterns
See,
page 577 x
Directory Number and Lines
See,
x x Phones
See,
581
Regions
See,
583 x x Class of Service
See,
on page 585
Device Pools
See,
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
•
•
•
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.
•
•
•
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:
•
•
•
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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•
•
•
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
•
•
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
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:
Administration
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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
•
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•
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
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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
•
•
•
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 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
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 Gateway
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 Unified CVP
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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Configure Unified CVP
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
, 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
.
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
.
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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Configure Unified CCE
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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Configure Unified CVP
Complete the following procedures for JDBC configuration:
•
Install JDBC driver, 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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Configure Unified Mobile Agent
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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Configure Outbound
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
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
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 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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Configure Unified CCE
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
.
Create Outbound PIM for 4000 Agent Deployment
• To create Outbound PIM for 4000 Agent Deployment in Agent PG1, See
Outbound PIM's 4000 Agent Deployment, on page 415
.
• To create Outbound PIM for 4000 Agent Deployment in Agent PG2, See
4000 Agent Deployment, on page 418
.
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Configure Unified CCE
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
•
•
•
•
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,
• For the import type Do Not Call, browse the Do Not Call List file. See,
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
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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Configure Unified CCE
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
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
. 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
.
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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Configure Unified CM Based Silent Monitoring
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,
.
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,
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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Configure Core Component Integrated Options
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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 Unified SIP Proxy , page 688
•
•
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
.
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
251 .
.
Follow the procedure
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
.
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Create Golden Template for Cisco Remote Silent Monitoring
After you create all golden templates, you can run the automation process (
). 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
.
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
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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
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
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
•
•
Create Simphone Device
Perform the below steps to create Simphone devices:
•
• 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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Configure Cisco RSM
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
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
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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Configure Cisco RSM for A-Law Codec
•
•
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
.
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
54 .
Create the virtual machine from the OVA.
Follow the procedure that is documented in,
page 251 .
Install Cisco MediaSense.
Follow the procedure for installing VOS applications for golden templates. See
264 .
Convert the virtual machine to a Golden
Template.
Follow the procedure
.
After creating all the golden templates, you can run the automation process
. 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
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 Route Pattern, on page 577
Set up Recording Profile, on page
751
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
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Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE Forking for HCS Deployment
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Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE Forking for SCC Deployment
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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
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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Task
Dial-Peer Level Setup , on page 681
Set Up CUBE Dial-Peers for Small Contact Center
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
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
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
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
.
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
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 Cisco Unified SIP Proxy Server
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 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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Configure Outbound with Cisco Unified SIP Proxy
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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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
Virtualization Format Files, on
page 54 .
2 Create the virtual machine for the Unified CCE
Avaya PG
Follow the procedure
.
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
R2 Standard Edition, on page 252
.
Follow the procedure
Antivirus Software, on page 253
.
Follow the procedure
Unified Contact Center Enterprise,
on page 254 .
Follow the procedure
.
After you create all golden templates, you can run the automation process ( Automated Cloning and OS
). 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
.
2 Verify the Machine in Domain Follow the procedure
Machine in Domain, on page 334
.
3 Configure Unified CCE Encryption Utility Follow the procedure
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
.
Follow the procedure
.
Follow the procedure
.
Follow the procedure
.
Follow the procedure in section 2 of ACD Configuration .
Follow the procedure
Diagnostic Framework Portico, on
page 346 .
Follow the procedure
.
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
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
•
•
Configure Translation Route, on page 710
•
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
.
Create the virtual machine for Cisco
Virtualized Voice Browser.
Follow the procedure that is documented in,
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
264 .
Follow the procedure
.
After you create all golden templates, you can run the automation process ( Automated Cloning and OS
). 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
on page 592
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•
•
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 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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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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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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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.
•
•
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,
.
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,
.
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
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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C H A P T E R
16
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 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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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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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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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
.
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
•
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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 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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• 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 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
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
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13
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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• 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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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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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
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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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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
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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
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
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
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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
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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
.
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
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
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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
Network VRU Explorer
CVP Network VRU - Type 10
Serial Number
1
Network VRU Label
7777777777
Routing Client Name
CVPRC01
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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
.
Expanded Call Variable List
Base configuration expanded call variable list is similar to 500 and 1000 agent deployment , See
Call Variable List, on page 770
.
Network VRU Script List
Network VRU base configuration is similar to 500 and 1000 agent base configuration, See
.
Agent Desk Settings List
Name: Default_Agent_Desk_Settings
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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
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
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
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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
.
Expanded Call Variable List
Base configuration expanded call variable list is similar to 500 and 1000 agent deployment , See
Call Variable List, on page 770
.
Network VRU Script List
Network VRU base configuration is similar to 500 and 1000 agent base configuration, See
.
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
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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
.
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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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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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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CCDM Logging and MaxSizeRollBackups
CCDM Logging and MaxSizeRollBackups
This section refers to the CCDM Logging and MaxSizeRollBackups:
•
•
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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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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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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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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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.
794
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
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
796
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
data sources
super users
Administration UI
logging in
upload license
Agent
log in flexibility
anti-virus software
automation
zip file
C
call by call
call flow
Call delivery modes
Agent chooses
call by call
nailed connection
Connect Tone
features
connection modes
call by call
nailed connection
CPU cores
creating
Do Not Call list
D
data sources
adding
Do Not Call list
creating
F
Finesse
golden template
G
golden templates
converting from virtual machines
Finesse
Unified Communications Manager
Unified Intelligence Center
I
install
anti-virus software
VMware tools
ISO files
mount and unmount
mounting
L
license
replication
uploading from Administration UI
local agent, defined
login
to the Administration UI
to Unified Intelligence Center Reporting
M
memory
Mobile Agent
overview
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
IN-1
Index
N
nailed connection
Nailed connection
call flow
NTP servers, time configuration
P
PowerCLI
R
registry settings
Remote Agent
defined
replication
of license
report templates
importing
S
servers
super users
adding
T
timezones
and data sources
U
Unified Communications Manager
golden template
Unified CVP report templates
importing
Unified IC reporting users
Unified Intelligence Center
golden template
data sources
Unified Intelligence Center Reporting
logging in
V
virtual machines
convert to golden templates
create from OVAs
VMware tools
W
WinImage
IN-2
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
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Table of contents
- 1 Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
- 3 Contents
- 43 Preface
- 43 Purpose
- 43 Audience
- 44 Change History
- 44 Obtaining Documentation and Submitting a Service Request
- 45 Cisco HCS for Contact Center
- 46 Cisco HCS for Contact Center Topology
- 47 Cisco HCS for Contact Center Options and Feature Support
- 52 Shared Management and Aggregation
- 52 Unified Contact Center Domain Manager
- 53 Unified Communication Domain Manager
- 54 ASA NAT and Firewall
- 54 Cisco Prime Collaboration - Assurance
- 55 Perimeta SBC
- 55 Core Solution Components
- 55 Unified CCE
- 56 Router
- 56 Logger
- 56 Peripheral Gateway
- 56 Administration & Data Server
- 57 Nomenclature Table
- 58 Unified CVP
- 58 Call Server
- 58 VXML Server
- 59 Media Server
- 59 Unified CVP Reporting Server
- 59 Unified CVP Operations Console Server
- 59 Unified Communication Manager
- 60 Call Processing Nodes
- 61 TFTP and Music on Hold Nodes
- 61 Unified Intelligence Center
- 62 Live Data Reporting System
- 62 Cisco Finesse
- 62 CUBE-Enterprise
- 62 Core Component Integrated Options
- 63 Courtesy Callback
- 63 Agent Greeting
- 64 Whisper Announcement
- 64 Database Integration
- 64 Mobile Agent
- 64 Outbound Dialer
- 65 Post Call Survey
- 65 Precision Routing
- 65 A-law Codec
- 65 CM based Silent Monitoring
- 66 Back-office Phone support
- 66 Finesse IP Phone Agent
- 66 Optional Cisco Components
- 66 AW-HDS-DDS
- 67 SPAN-Based Monitoring
- 67 Cisco Unified WIM and EIM
- 67 Cisco Unified WIM and EIM Features
- 67 Email
- 67 Chat Feature
- 68 Web Callback and Delayed Callback
- 68 Web Callback
- 68 Delayed Callback
- 68 Cisco Remote Silent Monitoring
- 68 RSM Services
- 68 VLEngine
- 69 PhoneSim
- 69 Cisco MediaSense
- 69 Cisco Unified SIP Proxy
- 69 Avaya PG
- 70 Remote Expert Mobile
- 70 Cisco Virtualized Voice Browser
- 70 Optional Third-Party Components
- 71 Speech - ASR/TTS
- 71 Recording
- 71 Wallboard
- 71 Workforce Management
- 71 Cisco Solutions Plus
- 72 Deployment Models
- 73 500 Agent Deployment
- 76 1000 Agent Deployment
- 76 4000 Agent Deployment
- 79 12000 Agent Deployment Model
- 81 Small Contact Center Deployment
- 86 Remote Deployment options
- 87 Global Deployments
- 87 Remote CVP Deployment
- 87 Remote CVP and UCM Deployment
- 88 Local Trunk
- 88 Remote Office Options
- 91 Prerequisites
- 91 Hardware Requirements
- 91 Tested Reference Configurations
- 92 Specification-Based Hardware Support
- 93 Additional Hardware Specification
- 93 Software Requirement
- 94 Automation Software
- 95 Third-Party Software
- 96 Required Software Licenses
- 98 Open Virtualization Format Files
- 98 Hosted Collaboration Solution for Contact Center OVA
- 100 Unified Communications Manager OVA
- 100 Unified Intelligence Center OVA
- 100 Live Data Reporting System OVA
- 101 Cisco Finesse OVA
- 101 Cisco Remote Silent Monitoring OVA
- 101 Cisco MediaSense OVA
- 101 Avaya PG OVA
- 102 Cisco Virtualized Voice Browser OVA
- 102 Deployment Checklists
- 102 Checklists for 500 and 1000 Agent Deployment
- 103 Checklists for 4000 Agent Deployment
- 105 Checklists for Small Contact Center Agent Deployment
- 107 Checklist for 12000 Agent Deployment
- 111 Design Consideration
- 111 Deployment Considerations
- 114 Operating Considerations
- 114 Peripheral Gateways
- 116 Agent and Supervisor Capabilities
- 119 Voice Infrastructure
- 120 Administration Guidelines
- 122 IVR and Queuing
- 123 Reporting
- 124 Third-Party Integration
- 126 Configuration Limits
- 131 Call Flows
- 138 Core Solution Component Considerations
- 139 Core Component Design Considerations
- 139 Unified CCE Design Consideration
- 140 Unified CCE Design for 500 Agent Deployment
- 140 Unified CCE Design for 1000 Agent Deployment
- 141 Unified CCE Design for 4000 Agent Deployment
- 142 Unified CCE Design for 12000 Agent Deployment
- 142 Unified CVP Design Considerations
- 143 Unified CVP Design for 500 Agent Deployment
- 143 Unified CVP Design for 1000 Agent Deployment
- 144 Unified CVP Design for 4000 Agent Deployment
- 145 Unified CVP Design for 12000 Agent Deployment
- 145 Unified CM Design Considerations
- 145 Unified CM Design for 500 and 1000 Agent Deployment Models
- 146 Unified CM Design for 4000 Agent Deployment Model
- 147 Unified CM Design for 12000 Agent Deployment Model
- 147 Unified IC Design Considerations
- 148 Unified IC Design for 500 and 1000 Agent Deployments
- 148 Unified IC Design for 4000 Agent Deployment
- 149 Unified IC Design for 12000 Agent Deployment
- 149 Core Component High Availability Considerations
- 151 Unified CCE High Availability
- 152 Agent PIM
- 152 VRU PIM
- 152 CTI Server
- 152 CTI OS Server
- 153 Unified CCE Call Router
- 153 Unified CCE Logger
- 153 Unified CCE Administration and Data Server
- 153 Unified CVP High Availability
- 153 Unified CVP Call Server
- 154 Unified CVP Media Server
- 154 Cisco Voice XML Gateway
- 155 Unified CVP Reporting Server
- 155 Unified CM
- 155 Unified CM High Availability
- 155 Unified CM High Availability Scenarios
- 155 Cisco Call Manager and CTI Manager Service Fail
- 156 Cisco CTI Manager Service Fails
- 158 Cisco Call Manager Service Fails
- 159 Gateway High Availability
- 159 MRCP ASR/TTS High Availability
- 159 Cisco Finesse High Availability
- 160 CTI
- 160 AWDB
- 161 Cisco Finesse Client
- 161 Desktop Behavior
- 161 Core Component Bandwidth, Latency and QOS Considerations
- 162 Unified CCE Bandwidth, Latency and QOS Considerations
- 162 Agent Desktop to Unified CCE Call Servers/ Agent PG
- 162 Unified CCE Data Server to Unified CCE Call Server for 500 and 1000 Agent Deployment Model
- 162 Private Network Bandwidth Requirements for Unified CCE
- 165 Unified CVP Bandwidth, Latency and QOS Considerations
- 165 Bandwidth Considerations for Unified CVP
- 165 VoiceXML Document Types
- 165 Media File Retrieval
- 166 QOS Considerations for Unified CVP
- 166 Unified CM Bandwidth, Latency and QOS Considerations
- 166 Agent Phones to Unified Communications Manager Cluster
- 167 Unified IC Bandwidth, Latency and QOS Considerations
- 167 Reporting Bandwidth
- 167 Network Bandwidth Requirements
- 170 Cisco Finesse Bandwidth, Latency and QOS Considerations
- 170 Core Component Integrated Options Considerations
- 170 Courtesy Callback Considerations
- 171 Callback Criteria
- 171 Sample Scripts and Audio Files for Courtesy Callback
- 171 Typical Use Scenario
- 172 Agent Greeting Considerations
- 172 Agent Greeting Phone Requirements (for Local Agents only)
- 173 Agent Greeting Design Considerations
- 173 Whisper Announcement Considerations
- 174 Mobile Agent Considerations
- 174 Cisco Unified Mobile Agent Description
- 174 Unified Mobile Agent Provides Agent Sign-In Flexibility
- 174 Connection Modes
- 175 Call by Call
- 176 Nailed Connections
- 176 Feature Requirements
- 177 Unsupported Features
- 177 Outbound Dialer Considerations
- 177 Dialing Modes
- 179 Outbound SIP Dialer Call-flow
- 180 Post Call Survey Considerations
- 181 a-Law Codec Support Considerations
- 181 Back-Office Phone Support Considerations
- 182 Finesse IP Phone Agent Considerations
- 182 Live Data Reporting System Considerations
- 182 Precision Routing Considerations
- 182 Optional Component Considerations
- 183 Unified WIM and EIM Considerations
- 183 Unified WIM and EIM Design Considerations
- 183 Unified WIM and EIM Deployment Options
- 185 Unified WIM and EIM Configuration Limits
- 186 HCS Support Matrix for Unified WIM and EIM
- 187 Unified WIM and EIM High Availability
- 191 Cisco WIM and EIM Bandwidth, Latency and QOS Considerations
- 191 Cisco RSM Considerations
- 191 Cisco RSM Design Considerations
- 191 Cisco RSM High Availability
- 193 Cisco RSM Capabilities
- 193 Cisco RSM Bandwidth, Latency and QOS Considerations
- 194 Cisco MediaSense Considerations
- 194 Cisco MediaSense Design Considerations
- 195 Cisco MediaSense Capabilities
- 195 Cisco MediaSense High Availability
- 195 Cisco MediaSense Bandwidth, Latency and QOS Considerations
- 196 Cisco Unified SIP Proxy Considerations
- 196 Performance Matrix for CUSP Deployment
- 197 Cisco SPAN based Monitoring Considerations
- 197 Silent Monitoring Bandwidth, Latency and QOS Considerations
- 197 Avaya PG Considerations
- 197 Avaya PG Design Considerations
- 198 Avaya PG High Availability
- 198 Cisco Virtualized Voice Browser Considerations
- 199 Cisco Virtualized Voice Browser Design Considerations
- 200 Cisco Virtualized Voice Browser Capabilities
- 200 Cisco Virtualized Voice Browser High Availability
- 200 Cisco Virtualized Voice Browser Bandwidth, Latency and QoS Considerations
- 201 Deployment Model Considerations
- 201 Small Contact Center Deployment Consideration
- 206 12000 Agent Deployment Model Considerations
- 206 Remote Deployment Option Considerations
- 206 Global Deployment Considerations
- 207 Global Deployment UCS Network Reference Design
- 207 Local Trunk Design Considerations
- 208 CUBE-Enterprise at Customer Premise
- 209 TDM Gateway at Customer Premise
- 209 Location-Based Call Admission Control
- 210 Domain and Active Directory Considerations
- 212 AD at Customer Premises
- 212 AD at Service Provider Premises
- 212 Storage, VM Specifications, and IOPS Considerations
- 213 Storage Considerations for All Deployments
- 213 vSphere Storage Design
- 213 Shared LUNs
- 214 Storage, VM Specifications, and IOPS Considerations for HCS Shared Management Components
- 214 SAN Configuration for HCS Shared Management Components
- 214 VM Specifications for HCS Shared Management Components
- 214 IOPS Requirement for HCS Shared Management Components
- 215 Storage, VM Specifications, and IOPS Considerations for HCS Core Components
- 215 SAN Configuration for HCS Core Components
- 216 VM Specifications for HCS Core Components
- 219 IOPS Requirement for HCS Core Components
- 225 Storage, VM Specifications, and IOPS Considerations for HCS Optional Components
- 225 SAN Configuration for HCS Optional Components
- 226 VM Specifications for HCS Optional Components
- 226 IOPS Requirement for HCS Optional Components
- 227 Congestion Control Considerations
- 227 Deployment Types
- 228 Congestion Treatment Mode
- 229 Congestion Control Levels and Thresholds
- 230 Congestion Control Configuration
- 230 Real Time Capacity Monitoring
- 230 UCS Network Considerations
- 230 Network Requirements for Cisco UCS B-Series Servers
- 232 Nexus1000v Switch Configurations
- 232 Data Center Switch Configurations
- 233 Network Requirements for Cisco UCS C-Series Servers
- 234 VMware High Availability
- 235 Network Link High Availability
- 235 Firewall Hardening Considerations
- 236 TCP and UDP Port Usage for Active Directory Domain Controller
- 237 License Considerations
- 238 Billing Considerations
- 239 Shared Management and Aggregation
- 239 Install and Configure Unified CCDM
- 240 Deploy Unified CCDM Database Server
- 241 Configure Windows
- 241 Configure Windows Feature Requirements
- 242 Turn Off FIPS Compliance
- 242 Disable UAC
- 243 Associate Unified CCDM Component servers with Service Provider AD Domain
- 243 Configure Post-Install SQL
- 243 Configure DTC
- 244 Configure Windows Server 2012 R2 Firewall for SQL Server
- 244 SQL Server Backup Guidelines
- 245 Install Unified CCDM Database Server on Side A and Side B
- 246 Install the Diagnostic Framework for System CLI
- 246 Install Unified CCDM Portal Database on Side A and Side B
- 248 Add SQL Login for Unified CCDM Web Server
- 249 Deploy Unified CCDM Web Server
- 250 Install Unified CCDM Web Server on Side A and Side B
- 251 Configure SNMP Traps
- 251 Enable Windows SNMP Feature
- 251 Configure SNMP Service for Trap Forwarding
- 252 Configure Windows Events to Forward to SNMP
- 253 Unified CCDM Configuration
- 253 Launch the Integrated Configuration Environment
- 254 Set Up Unified CCDM Servers
- 255 Configure Replication
- 255 Setup
- 256 Monitor
- 256 Login to Unified CCDM
- 256 Configure Single Sign-On
- 257 Setup Administrator Account
- 257 Configure SSO Authentication for Unified CCDM
- 258 Manage Users with Single Sign-On
- 258 Obtaining Digital Certificate
- 259 Install Active Directory Certificate on Domain Controller Box
- 259 Install Active Directory Certificate on CCDM Web Server and Data Server
- 260 Install Active Directory Certificate on CCDM Web Server.
- 260 Configure SSL for Unified CCDM
- 261 Grant Network Service Rights to the Certificate
- 261 Obtain the Certificate Thumbprint
- 262 Configure Web Services to Use the Certificate
- 263 Test the Certificate Installation
- 264 Installing the Security Certificate in the User Certificate Store
- 264 Installing the Security Certificate in the Computer Certificate Store
- 264 To Export the Certificate, on each CCDM database server
- 265 To Import the Certificate, on each CCDM database server
- 265 Install and Configure Unified Communication Domain Manager
- 267 Install Unified Communication Domain Manager
- 267 Post Installation
- 269 Install Hosted Collaboration Mediation-Fulfilment
- 270 Prerequisites to Configure Unified Communication Domain Manager
- 270 Add HCM-F Device
- 270 Add Provider
- 271 Add Reseller
- 271 Install and Configure ASA Firewall and NAT
- 272 Setup ASA
- 272 Access Command-line Interface
- 272 Configure Hostname and Password
- 273 Configure Multiple Context Modes
- 273 Enable Multiple Context Modes
- 273 Enable Interfaces in the System Execution Space
- 274 Configure Security Contexts in System Execution Space
- 274 Assign MAC Addresses to Context Interfaces Automatically (Optional)
- 274 Configure Interfaces in the Context
- 275 Install and Configure Perimeta SBC
- 276 Hardware Specification
- 277 CIMC Setup
- 277 Advanced BIOS Configuration
- 278 Install Perimeta SBC
- 278 Mount Perimeta ISO
- 279 Configure the Management Network
- 279 Configure DNS Servers
- 280 Unpack the Software
- 280 Install Software
- 280 Configure System, Node, and Remote Node Names
- 280 Managing Local Timezone, Time and Date, and NTP Server
- 281 Commissioning and Partnering the System
- 281 Apply Licenses
- 282 Configure Perimeta SBC
- 282 Configuration of C-Series Perimeta SBC for all HCS Deployment models
- 282 Configure Service Interface for Carrier Network
- 283 Configure Codec List
- 283 Configure Media Address
- 283 Create Account
- 283 Install and Configure Prime Collaboration Assurance
- 284 Deploying Prime Collaboration Assurance
- 284 Simple Prime Collaboration Assurance Deployment
- 285 Advanced Prime Collaboration Assurance Deployment
- 286 Configuring the Prime Collaboration Assurance Virtual Appliance
- 286 Simple Prime Collaboration Assurance Configuration
- 287 Advanced Prime Collaboration Assurance Configuration
- 289 SSL Certificate Installation
- 289 Removing SSL Certificate Warning from Windows Internet Explorer
- 290 Removing SSL Certificate Warning from Mozilla Firefox
- 291 Golden Template Process
- 291 Sequence for Golden Template Process
- 293 Create Golden Template
- 293 Create Golden Template for 500 Agent Deployment
- 294 Create Golden Template for Unified CCE Call Server
- 295 Create Virtual Machines
- 296 Install Microsoft Windows Server 2012 R2 Standard Edition
- 296 Install VMware Tools
- 297 Install Antivirus Software
- 298 Disabling Port Blocking
- 298 Install Unified Contact Center Enterprise
- 299 Convert the Virtual Machine to a Golden Template
- 299 Create Golden Template for Unified CCE Data Server
- 300 Enable Microsoft .Net Framework 3.5 SP1
- 301 Install Microsoft SQL Server 2014 Standard Edition
- 303 Create Golden Template for Unified CVP Server
- 304 Install Unified CVP Server
- 305 Create Golden Template for Unified CVP OAMP Server
- 306 Install Unified CVP OAMP Server
- 306 Create Golden Template for Unified CVP Reporting Server
- 307 Install Unified CVP Reporting Server
- 308 Create Golden Template for Cisco Finesse
- 308 Install Unified Communications Voice OS based Applications
- 309 Create Golden Template for Cisco Unified Intelligence Center with Live Data
- 310 Create Golden Template for Cisco Unified Communications Manager
- 310 Create Golden Template for 1000 Agent Deployment
- 311 Create Golden Template for 4000 Agent Deployment
- 312 Create Golden Template for Unified CCE Rogger
- 313 Create Golden Template for Unified CCE AW-HDS-DDS
- 314 Create Golden Template for Unified CCE Agent Peripheral Gateway
- 315 Create Golden Template for Unified CCE VRU Peripheral Gateway
- 316 Create Golden Template for Cisco Unified Intelligence Center
- 316 Create Golden Template for Live Data Reporting System
- 317 Create Golden Template for Small Contact Center Agent Deployment
- 318 Create Golden Template for 12000 Agent Deployment
- 319 Create Golden Template for Unified CCE Router
- 320 Create Golden Template for Unified CCE Logger
- 321 Create Golden template for Unified CCE AW-HDS
- 322 Create Golden Template for Unified CCE HDS-DDS
- 325 Configure Customer Instance for Network Infrastructure
- 325 Implement UCS Platform
- 325 Set Up Basic UCS Connectivity
- 326 Basic Configuration for UCS
- 326 Configure UCS 6100 Server Ports
- 327 Configure UCS 6100 Uplink Ethernet Ports
- 327 Configure Uplink FC Ports
- 327 Acknowledge Chassis
- 327 Configure Server Management IP Address Pool
- 328 Configure UCS LAN
- 328 Add VLANs
- 328 Create MAC Pools
- 329 Configure UCS SAN
- 329 Create VSANs
- 329 Associate VSAN with an FC Uplink Port
- 330 Create WWNN Pools
- 330 Create WWPN Pools
- 331 Configure UCS B Series Blade Server
- 331 Configure MDS
- 331 Configure MDS-A
- 332 Configure MDS-B
- 332 Configure SAN
- 332 ESX Boot from SAN
- 333 Configure UCS B Series Blade Server
- 333 View Multilayer Director Switch
- 333 Configure SAN on Storage Device
- 334 Install ESX
- 334 Add ESX Host to vCenter
- 335 Deploy Nexus 1000v
- 335 Cisco Nexus 1000V Installer App Prerequisites
- 336 Installing the VSM Software using Cisco Nexus 1000V Installer App
- 339 Installing the VEM Software Using the Cisco Nexus 1000V Installer App
- 341 Configure Cisco Nexus
- 342 Add Second Customer Instance in Single Blade for 500 Agent Deployment
- 343 Clone and OS Customization
- 343 Clone and OS Customization Process
- 344 Automated Cloning and OS Customization
- 344 Automated Cloning and OS Customization Using Golden Templates
- 344 Download Golden Template Automation Tool
- 345 Complete Automation Spreadsheet
- 347 Run Automation Script
- 348 OS Customization Process
- 349 Validate Network Adapter Settings and Power On
- 349 Edit Registry Settings and Restart VM
- 350 Automated Cloning and OS Customization Using OVF
- 351 Complete Automation Spreadsheet for Export
- 351 Run Automation Script for Export
- 352 Transport to Desired Location
- 353 Ensure Readiness of the Location
- 353 Complete the Spreadsheet for Import
- 356 Run Automation Script for Import
- 358 Manual Cloning and OS Customization
- 358 Create Customization File for Windows Based Components
- 359 Deploy Virtual Machine from the Golden Template
- 359 Generate Answer File for VOS Product Virtual Machines
- 360 Copy Answer Files to Virtual Machines
- 363 Configure Customer Instance
- 363 Create a Customer Instance for the 500 Agents Deployment Model
- 364 Upgrade VMware Tools
- 364 Set Up Virtual Machine Startup and Shutdown
- 365 Create a Domain Controller Server
- 366 Create a Virtual Machine for the Domain Controller
- 366 Install Microsoft Windows Server
- 366 Install the Antivirus Software
- 366 Configure a DNS Server
- 366 Set Up the Domain Controller
- 367 Create Two-Way Forest Trust
- 367 Configure Cisco Unified CCE Call Server
- 368 Configure the Domain Manager
- 369 Configure a Generic Peripheral Gateway
- 369 Add a Generic PG
- 369 Add PIM1(Unified Communications Manager PIM)
- 370 Add PIM2 (First VRU PIM)
- 371 Add PIM3 (Second VRU PIM)
- 371 Add PIM4 (Third VRU PIM)
- 372 Add PIM5 (Fourth VRU PIM)
- 372 After Creating PIMs
- 373 Configure CTI Server
- 374 Configure Media Routing Peripheral Gateway
- 374 Add Media Routing PG
- 376 Configure CTI OS Server
- 377 Install JTAPI
- 378 Set Local Administrator Password
- 378 Verify the Machine in Domain
- 378 Cisco SNMP Setup
- 379 Add Cisco SNMP Agent Management Snap-In
- 379 Save Cisco SNMP Agent Management Snap-In View
- 380 Set Up Community Names for SNMP V1 and V2c
- 380 Set Up SNMP User Names for SNMP V3
- 381 Set Up SNMP Trap Destinations
- 381 Set Up SNMP Syslog Destinations
- 382 Configure Unified CCE Data Server
- 382 Configure Network Cards
- 383 Configure Private Ethernet Card
- 384 Configure Visible Ethernet Card
- 384 Configure Unified CCE Encryption Utility
- 384 Create and Bind System CLI Certificate
- 385 Configure SQL Server
- 385 Configure Secondary Drive
- 386 Configure the Unified CCE Logger
- 387 Database and Log File Size
- 388 Configure Administration Server and Real-Time Data Server Components
- 389 Load Base Configuration
- 390 Verify Cisco Diagnostic Framework Portico
- 390 Final Tasks
- 390 Set the HCS Deployment Type
- 391 Start Unified CCE Services
- 391 Configure Unified CVP
- 392 Configure Unified CVP Server
- 392 Validate Network Card
- 393 Setup Unified CVP Media Server IIS
- 394 Setup FTP Server
- 394 Install FTP Server
- 394 Enable FTP Server
- 395 Configure Basic Settings for FTP Server
- 395 Configure Unified CVP Reporting Server
- 396 Unified CVP Reporting Users
- 396 Create Reporting Users
- 396 Create Superusers
- 396 Configure Active Directory Server
- 400 Sign In to Cisco Unified Intelligence Center Reporting Interface
- 400 Create Data Source and Import Report Templates
- 400 Create Data Source for Cisco Unified CVP Report Data
- 402 Obtain Cisco Unified CVP Report Templates
- 402 Import Unified CVP Report Templates and Set Data Source
- 403 Configure Cisco Unified CVP Operations Console
- 404 Enable Unified CVP Operations Console
- 404 Configure Unified CVP Call Server Component
- 405 Configure Unified CVP VXML Server Component
- 405 Configure Unified CVP Reporting Server
- 406 Configure Unified CVP Media Server
- 407 Install Unified CVP licenses
- 407 Configure Gateways
- 408 Transfer Scripts and Media Files
- 408 Configure SNMP
- 409 Add Unified CCE Devices
- 409 Add Unified Communications Manager Devices
- 410 Add Unified Intelligence Center Devices
- 410 Configure SIP Server Group
- 411 Configure Dialed Number Patterns
- 413 Configure Cisco IOS Enterprise Voice Gateway
- 413 Configure Ingress Gateway
- 416 Configure VXML Gateway
- 419 Configure Unified Communications Manager
- 419 Configure Unified Communications Manager Publisher
- 420 Configure Unified Communications Manager Subscriber
- 420 Launch Unified Communications Manager Publisher to Add the Subscriber
- 421 Configure Subscriber
- 421 Unified Communications Manager License
- 421 Upgrade Unified Communications Manager License
- 422 Generate and Register License
- 422 Install License
- 423 Activate Services
- 424 Validate Clusterwide Domain Configuration
- 424 Install JTAPI on Unified CCE Servers
- 424 Configure Unified Intelligence Center with Live Data
- 425 Configure Unified Intelligence Center Publisher
- 425 Configure Unified Intelligence Center Subscriber
- 426 Launch Publisher to Add Subscriber
- 426 Configure Subscriber
- 426 Configure Unified Intelligence Center Reporting
- 427 Configure the SQL User Account
- 428 Configure Unified Intelligence Center Data Sources
- 429 Configure Unified Intelligence Center Administration
- 430 Unified Intelligence Center License and Sign-In
- 430 Sign In to Administration Console
- 430 Upload License
- 431 Configure Live Data AW-Access
- 432 Configure Live Data Machine Services
- 433 Configure Live Data Unified Intelligence Data Sources
- 434 Configure Live Data Reporting Interval
- 435 Import Live Data Reports
- 435 Add Certificate for HTTPS Gadget
- 436 Configure Cisco Finesse
- 437 Configure the Cisco Finesse Primary Node
- 438 Configure Settings for the CTI Server and Administration and Data Server
- 438 Configure CTI Server Settings in the Cisco Finesse Primary Node
- 440 Configure Unified Contact Center Enterprise Administration and Data Server
- 440 Restart the Cisco Tomcat Service
- 440 Configure Cisco Finesse Secondary Node
- 440 Launch the Finesse Administration Console to Configure the Secondary Finesse
- 441 Install Cisco Finesse on the Secondary Node
- 442 Configure Cisco Finesse Administration
- 442 Obtain and Upload a CA Certificate
- 443 Trust Self-Signed Certificate for Cisco Finesse
- 444 Browser Settings for Internet Explorer
- 445 Configure SNMP
- 446 Create a Customer Instance for the1000 Agent Deployment Model
- 447 Create a Customer Instance for the 4000 Agent Deployment Model
- 448 Configure Cisco Unified CCE Rogger
- 449 Configure the Unified CCE Router
- 449 Configure the Unified CCE Logger
- 451 Database and Log File Size
- 452 Load Base Configuration
- 453 Configure Unified CCE AW-HDS-DDS
- 453 AW-HDS-DDS
- 454 Create Instance
- 454 Create HDS Database
- 455 Configure AW-HDS-DDS
- 456 Database and Log File Size
- 456 Configure Unified CCE Agent PG 1
- 457 Configure CUCM Peripheral Gateway for 4000 Agent Deployment Model
- 457 Prepare to Add PIMs
- 458 Add PIM1(CUCM PIM)
- 458 After Creating PIMs
- 459 Configure Media Routing Peripheral Gateway
- 459 Configure Multichannel and Outbound PIM's 4000 Agent Deployment
- 461 Install JTAPI
- 461 Configure CTI Server
- 462 Configure Unified CCE Agent PG 2
- 462 Configure Outbound PIM for 4000 Agent Deployment
- 464 Configure Unified CCE VRU PG
- 464 Configure VRU PG
- 464 Prepare to Add PIMs
- 465 Add VRU PIMs
- 466 After Creating PIMs
- 467 Configure Unified Intelligence Center
- 467 Configure Live Data Reporting System
- 468 Create Customer Instance for Small Contact Center Agent Deployment Model
- 469 Configure Unified CCE Rogger for Small Contact Center Agent Deployment
- 470 Load Base Configuration for Small Contact Center Agent Deployment
- 471 Configure Unified CCE Router for Small Contact Center
- 472 Configure Unified CCE Agent PG for Small Contact Center Agent Deployment
- 473 Configure CUCM Peripheral Gateway for Small Contact Center Agent Deployment Model
- 473 Add Agent PG Using Unified CCE Configuration Manager
- 474 Prepare to Add PIMs
- 474 Add PIM1(CUCM PIM)
- 475 After Creating PIMs
- 476 Configure CTI Server for Small Contact Center Agent Deployment Model
- 476 Configure Media Routing Peripheral Gateway for Small Contact Center Agent Deployment Model
- 476 Add Media Routing PG Using Unified CCE Configuration Manager
- 477 Configure Media Routing Peripheral Gateway for Small Contact Center Agent Deployment Model
- 479 Increase the SW MTP and SW Conference Resources
- 479 Configure Shared Unified Communications Manager
- 480 Create DNS Server for Finesse in Small Contact Center Deployment
- 481 Enable DNS server
- 481 Configure DNS Server
- 482 Configure Host in DNS Server
- 482 Create Customer Instance for 12000 Agent Deployment Model
- 483 Configure Unified CCE Logger
- 484 Load Base Configuration
- 485 Configure Unified CCE Router
- 485 Configure Unified CCE AW-HDS
- 486 AW-HDS
- 486 Configure AW-HDS
- 487 Configure Unified CCE HDS-DDS
- 487 HDS-DDS
- 488 Configure HDS-DDS
- 489 Configure Unified CCE Agent PG’s for 12000 Agent Deployment
- 489 Configure CUCM Peripheral Gateway for 12000 Agent Deployment
- 491 Configure Media Routing Peripheral Gateway for 12000 Agent Deployment
- 491 Configure Unified CCE VRU PG’s for 12000 Agent Deployment
- 492 Configure VRU Peripheral Gateway for 12000 Agent Deployment
- 495 Configure Unified Intelligence Center
- 495 Configure Live Data Reporting System
- 497 Integration of Customer Instance with Shared Management
- 497 Unified CCDM Integration
- 497 Configure Unified CCE Servers in Unified CCDM Cluster
- 498 Unified CCE Prerequisites
- 498 Configure the Unified CCE AW for Provisioning
- 499 Configure Unified CCE AW Database(AWDB) for Unified CCDM
- 499 Set Up CMS Server on Unified CCE
- 500 Establish Two-Way Forest Trust
- 501 Create Conditional Forwarders for Customer Domain
- 501 Create Forwarders for Customer Domain
- 501 Create Conditional Forwarders for Service Provider Domain
- 502 Create Forwarders for Service Provider Domain
- 502 Create Two-Way Forest Trust
- 502 Setup Unified CCE Servers in Unified CCDM Cluster
- 504 Create an Equipment Mapping
- 505 Configure Unified CVP Servers in Unified CCDM Cluster
- 505 Setup Unified CVP Servers in Unified CCDM Cluster
- 507 Equipment Mapping for CVP with CCDM
- 507 Create Users in Active Directory
- 508 Create User in UCCE
- 509 Configure Unified CCE for Partitioned Internet Script Editor
- 509 Configure Unified CCE Admin Workstation for Internet Script Editor
- 510 Install Internet Script Editor
- 510 Deployment Specific Configurations
- 510 Integration of Small Contact Center Agent Deployment for UCCE with CCDM
- 511 Create Customer Definition
- 511 Map Equipment for Small Contact Center Deployment
- 512 Resource Allocation for Small Contact Center Agent Deployment
- 515 Move Resource to Sub Customer Tenant
- 515 Map Labels to the Network VRU Type
- 516 Associate Department with an Agent
- 516 Naming Convention for the Resources in Small Contact Center Agent Deployment Model
- 517 Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with CCDM
- 517 Cisco UCDM Integration
- 517 Basic Configuration of Unified Communication Domain Manager
- 517 Add Customer
- 518 Setup Cisco Unified Communication Manager Servers
- 519 Configure Network Device List
- 519 Add Site
- 520 Add Customer Dial Plan
- 520 Add Site Dial Plan
- 520 ASA Integration
- 521 Integration of ASA for HCS Deployment model
- 522 Configure Interfaces in the System Execution Space
- 523 Configure Security Contexts
- 523 Configure Interfaces in the Customer Instance Context
- 524 Configure Access-list in the Customer Instance Context
- 524 Configure NAT in the Customer Instance Context
- 525 Integration of ASA for Small Contact Center Deployment Model
- 527 Configure Interfaces in the System Execution Space
- 528 Configure Security Contexts for each Sub-customer Context
- 528 Configure Interfaces in each Sub-Customer Instance Context
- 529 Configure Access-list in the Sub-customer Instance Context
- 529 Configure Static NAT in the Sub-customer instance Context
- 530 Perimeta SBC Integration
- 530 Integration of Perimeta SBC for HCS Deployment model
- 530 Configure Service Interface for Customers
- 531 Configure Adjacencies for Customer Instance
- 531 Add Carrier-Network Adjacency
- 531 Add CUBE(E) Adjacency
- 532 Configure Call Policy
- 532 Integration of Perimeta SBC for Small Contact Center Deployment Model
- 532 Configure Service Interface
- 533 Configure Media Address for Sub-customer
- 533 Create Account for Enterprise Applications
- 534 Configure Adjacencies for Sub Customer Instance
- 535 Configure Adjacencies for Core Components
- 535 Add CVP Adjacency
- 535 Add CUCM-PUBLISHER Adjacency
- 536 Add CUCM-SUBSCRIBER Adjacency
- 536 Add CUCM PUBLISHER Adjacency for consult and transfer call flow
- 537 Add CUCM SUBSCRIBER Adjacency for consult and transfer call flow
- 537 Add CUCM PUBLISHER Adjacency for Mobile agent call flow
- 537 Add CUCM SUBSCRIBER Mobile Agent Call flow
- 538 Add OUTBOUND-DIALER adjacency
- 538 Add CUBE-E-OUTBOUND -IVR
- 539 Add CUBE-E OUTBOUND adjacency
- 539 Add CUBE-E-OUTBOUND-AGENT adjacency
- 540 Configure Adjacencies for Optional Components
- 540 Add CUBE-MEDIASENSE FORK adjacency
- 540 Add MEDIASENSE adjacency
- 541 Add CUSP Adjacency
- 541 Configure Call Policy
- 542 Cisco Prime Collaboration Assurance Integration for Small Contact Center Deployment Model
- 542 Customer Management for Prime Collaboration Assurance
- 543 Add Cluster
- 543 Add Contact Center Components
- 545 Administration
- 545 Unified CCE Administration
- 545 Provision Unified CCE Using Unified CCDM
- 546 CRUD Operations for Unified CCDM Objects
- 548 Configure User
- 548 Create User
- 549 Configure an Imported Unified CCE User
- 549 Assign Roles to Users
- 550 Assign Permission to Sub-customer Tenant and User
- 550 Edit User
- 550 Delete User
- 551 Configure Departments
- 551 Create a Department
- 551 Edit a Department
- 552 Move a Department
- 552 Delete a Department
- 552 Configure Agents
- 552 Create an Agent
- 553 Edit an Agent
- 554 Delete an Agent
- 554 Configure Agent Desktop
- 554 Create an Agent Desktop
- 555 Edit an Agent Desktop
- 555 Delete an Agent Desktop
- 556 Configure Agent Team
- 556 Create an Agent Team
- 556 Edit an Agent Team
- 557 Delete an Agent Team
- 557 Configure Call Type
- 557 Create a Call Type
- 558 Edit a Call Type
- 558 Delete a Call Type
- 559 Configure Precision Routing
- 559 Configure Precision Attribute
- 559 Create Precision Attribute
- 559 Edit Precision Attribute
- 560 Delete Precision Attribute
- 560 Assign Precision Attribute to an Agent
- 561 Configure Precision Queue
- 561 Create Precision Queue
- 561 Edit Precision Queue
- 562 Delete Precision Queue
- 563 Create Routing Scripts
- 563 Configure Network VRU Scripts
- 563 Create Network VRU Script
- 564 Edit Network VRU Scripts
- 565 Delete Network VRU Scripts
- 565 Configure Dialed Number
- 565 Create a Dialed Number
- 566 Edit a Dialed Number
- 566 Delete a Dialed Number
- 567 Configure Enterprise Skill Group
- 567 Create an Enterprise Skill Group
- 567 Edit an Enterprise Skill Group Configuration
- 567 Delete an Enterprise Skill Group
- 568 Configure Expanded Call Variable
- 568 Create an Expanded Call Variable
- 569 Edit an Expanded Call Variable
- 569 Delete an Expanded Call Variable
- 569 Configure Folder
- 569 Create Folders
- 570 Rename a Folder
- 570 Move Folder
- 570 Delete Folder
- 571 Configure Group
- 571 Create a Group
- 572 Edit a Group
- 572 Move a Group
- 572 Delete a Group
- 573 Configure Label
- 573 Create a Label
- 573 Edit a Label
- 574 Delete a Label
- 574 Configure Person
- 574 Create a Person
- 575 Edit a Person
- 575 Delete a Person
- 576 Configure Supervisors
- 577 Configure Service
- 577 Create Service
- 577 Edit Service
- 578 Delete Service
- 578 Configure Skill Group
- 578 Create a Skill Group
- 578 Edit a Skill Group
- 579 Delete a Skill Group
- 580 Configure Route
- 580 Agent Re-skilling and Agent Team Manager
- 580 Configure Supervisor for Agent Re-skill and Agent Team Manager in CCDM
- 581 Associating Supervisor Agent to Agent Team
- 581 View Skill Group
- 581 Add an Agent to Skill Group
- 582 Remove an Agent from Skill Group
- 582 View Agent Team
- 582 Modify Agent Team
- 583 Configure User Variable
- 583 Create a User Variable
- 583 Edit a User Variable
- 584 Delete a User Variable
- 584 View the Unified CCDM Version
- 584 Bulk Operations Using Unified CCDM
- 585 Bulk Upload for Unified CCDM
- 586 Templates for Creating CSV Files
- 586 Global Template Columns
- 587 Department Template
- 587 Person Template
- 588 Agent Template
- 590 Agent Desktop Template
- 590 Agent Team Template
- 591 Call Type Template
- 591 Dialed Number Template
- 592 Skill Group Template
- 593 Enterprise Skill Group Template
- 594 User Variable Template
- 594 Label Template
- 595 Network VRU Script Template
- 595 Folder Template
- 595 User Template
- 596 Precision Attribute Template
- 597 Precision Queue Template
- 598 Syntax for Precision Queue Steps
- 599 Manage Roles
- 599 Default Roles
- 600 Create a Global Role
- 600 Assign a Global Role
- 600 Edit a Global Role
- 601 Delete a Global Role
- 601 Create a Folder Role
- 602 Assign a Folder Role
- 602 Edit a Folder Role
- 602 Delete a Folder Role
- 603 Global Role Tasks
- 605 Folder-Based Roles
- 606 Configure Gadgets
- 607 Create Gadget
- 607 Edit Gadget
- 607 Delete Gadget
- 608 Provision Unified CCE Using Administration Workstation
- 608 Set up Agent Targeting Rules
- 608 Provision Unified CCE Using Web Administration
- 608 Set Up Reason Code
- 609 Provision Routing Script Using Internet Script Editor
- 609 Unified CVP Administration
- 609 Provisioning Unified CVP Using Unified CCDM
- 610 Uploading the Media File
- 610 Uploading the IVR Script
- 610 Unified Communication Manager Administration
- 610 Provision Unified Communications Manager Using UCDM
- 611 CRUD Operations for UCDM Objects
- 613 Provisioning Contact Center Server and Contact Center Services
- 613 Configure Contact Center Servers
- 613 Add Contact Center Servers
- 614 Edit Contact Center Servers
- 614 Delete Contact Center Servers
- 614 Configure Contact Center Services
- 615 Add Contact Center Services
- 615 Edit Contact Center Services
- 615 Delete Contact Center Services
- 616 Configure SIP Trunks
- 616 Add SIP Trunks
- 617 Edit SIP Trunks
- 617 Delete SIP Trunks
- 617 Configure Route Groups
- 618 Add Route Group
- 618 Edit Route Group
- 619 Delete Route Group
- 619 Configure Route List
- 619 Add Route List
- 620 Edit Route List
- 620 Delete Route List
- 621 Configure Route Patterns
- 621 Add Route Pattern
- 621 Edit Route Patterns
- 622 Delete Route Pattern
- 622 Configure Cisco Unified CM Group
- 622 Configure Device Pool
- 623 Add Device Pool
- 623 Edit Device Pool
- 624 Delete Device Pool
- 624 Configure Directory Number Inventory and Lines
- 624 Add Directory Number Inventory
- 625 Edit Lines
- 625 Delete Lines
- 625 Configure Phones
- 625 Add Phones
- 626 Add Phones as Provider or Reseller
- 626 Add Phones as Customer
- 627 Edit Phones
- 627 Delete Phones
- 627 Configure Regions
- 628 Add Regions
- 628 Edit Regions
- 629 Delete Regions
- 629 Configure Class of Service
- 629 Add Class of Service
- 630 Edit Class of Service
- 630 Delete Class of Service
- 630 Associate Phone to Application User
- 631 Disassociate Unified Communication Manager from UCDM
- 631 Built-in-Bridge
- 632 Configure the Built-in-Bridge
- 632 Enable or Disable the Built-in-Bridge
- 632 Bulk Operations Using UCDM
- 633 Cisco Unified Communications Domain Manager Administration Tools/Bulkloader
- 633 Export Bulk Load
- 633 Bulk Load Sheets
- 634 Perform Bulk Upload
- 635 Configure Core Component Integrated Options
- 636 Configure Courtesy Callback
- 636 Configure Gateway
- 636 Configure the VXML Gateway for Courtesy Callback
- 638 Configure the Ingress Gateway for Courtesy Callback
- 639 Configure CUBE-E for Courtesy Callback
- 639 Configure Unified CVP
- 639 Configure the Reporting Server for Courtesy Callback
- 640 Configure the Call Studio Scripts for Courtesy Callback
- 643 Configure the Media Server for Courtesy Callback
- 644 Configure Unified CCE
- 644 Configure the ICM Script for Courtesy Callback
- 646 Configure Agent Greeting
- 646 Configure Gateway
- 646 Republish the tcl scripts to VXML Gateway
- 647 Set Cache Size on VXML Gateway
- 647 Configure Unified CVP
- 647 Configure FTP Enabled in Server Manager
- 648 Create Voice Prompts for Recording Greetings
- 649 Built-In Recording Prompts
- 649 Configure the Call Studio Scripts for Record Agent Greeting
- 650 Set Content Expiration in IIS (Windows 2012) in Media
- 651 Configure Unified CCE
- 652 Create Agent Greeting Play Script
- 652 Create Agent Greeting Recording Script
- 653 Unified CCE Configuration for Record Agent Greeting
- 653 Import the Example Agent Greeting Scripts
- 654 Configure Call Types
- 654 Configure Dialed Numbers
- 655 Schedule the Script
- 655 Deploy Agent Greeting
- 655 Agent Greeting Deployment Tasks
- 656 Modify the Unified CCE call routing scripts to use Play Agent Greeting script
- 656 Specify AgentGreetingType Call Variable
- 656 Configure Unified Communications Manager
- 657 Configure Whisper Announcement
- 657 Configure Gateway
- 657 Configure Unified CVP
- 657 Configure the Whisper Announcement Service Dialed Numbers
- 658 Configure Unified CCE
- 658 Create Whisper Announcement Script
- 658 Configure Database Integration
- 658 Configure Unified CVP
- 658 Configure VXML Database Element
- 659 Install JDBC driver
- 659 Add JNDI Context
- 660 Configure VXML Studio Script
- 661 Create ICM Script
- 661 Configure Unified CCE
- 661 Configure ICM Database Lookup
- 663 Configure Unified Mobile Agent
- 664 Configure Unified CCE
- 664 Enable Mobile Agent Option in CTI OS Server
- 664 Configure Unified Communications Manager
- 664 Configure CTI Port
- 665 Configure CTI Port as Provider or Reseller
- 666 Configure CTI Port as Customer
- 667 Tag CTI Ports as Contact Center Agent Lines
- 667 Configure Outbound
- 668 Configure Gateway
- 670 Configure Unified CVP
- 670 Add Outbound Configuration to an Existing Unified CVP Call Server
- 670 Configure Unified CCE
- 670 Add Outbound Database Using ICMDBA Tool
- 671 Configure Logger
- 671 Configure Outbound Dialer
- 672 Create Outbound PIM
- 672 Create Outbound PIM for 500 and 1000 Agent Deployment
- 672 Create Outbound PIM for 4000 Agent Deployment
- 673 Create Outbound PIM for Small Contact Center Deployment
- 674 Create Outbound PIM for 12000 Agent Deployment
- 674 Configure SIP Outbound
- 674 Add Import Rule
- 675 Add Query Rule
- 676 Add Campaign
- 676 Add Agent Based Campaign
- 677 Add IVR Based Campaign
- 678 Create Admin Script
- 679 Add Routing Script for Agent Based Campaign
- 680 Add Routing Script for IVR Based Campaign
- 680 Create Contact Import File
- 681 Create Do Not Call List
- 682 Install SIP Dialer Using Peripheral Gateway Setup
- 683 Add DNP Host File
- 684 Outbound Option Enterprise Data
- 684 Configure Unified Communications Manager
- 684 Add Normalization Script
- 685 Configure Trunk towards the Outbound Gateway
- 685 Configure Post Call Survey
- 685 Configure Unified CVP
- 686 Configure Unified CCE
- 686 Configure ECC Variable
- 686 Configure a-Law Codec
- 687 Configure Gateway
- 687 Configure Ingress Gateway
- 688 Configure VXML Gateway
- 689 Configure Unified CVP
- 690 Enable Recording for Agent Greeting and Courtesy Callback
- 690 Configure Unified Communication Manager
- 691 Configure Unified CM Based Silent Monitoring
- 691 Add Monitoring Calling Search Space for the device
- 692 Configure Music On Hold
- 692 Configure Unified Communication Manager
- 692 Configure Music On Hold Server Audio Source
- 693 Set up Service Parameters for Music on Hold
- 693 Set up Phone Configuration for Music on Hold
- 695 Install and Configure Optional Cisco Components
- 695 SPAN-Based Monitoring
- 695 Install SPAN based Silent Monitoring
- 696 SPAN-Based Silent Monitoring Configuration
- 696 Configurations for SPAN from Gateway
- 697 Silent Monitor Service Clusters
- 697 Configurations for SPAN from Call Manager
- 697 Unified CCE AW-HDS-DDS
- 698 Cisco RSM
- 698 Create Golden Template for Cisco Remote Silent Monitoring
- 699 Install the JTAPI Client
- 699 Install the Cisco RSM Server
- 700 Configuring SNMP Traps for Cisco RSM
- 700 Configure SNMP Agent in MIB
- 700 Configure Cisco RSM
- 701 Configure Cisco RSM for 500 and 1000 Agent Deployment
- 702 Configure RSM
- 702 Set RSM Configuration Settings for 500 and 1000 Agent Deployment
- 704 Configure JTAPI Client Preferences
- 704 Edit Registry Settings
- 704 Configure Gateway
- 704 Set Up the VXML Gateway
- 705 Configure Unified CVP
- 705 Upload RSM Prompts
- 705 Integrate the CVP Call Flow
- 706 Call Flow Deployment
- 707 Configure Unified CCE
- 707 Set the Agent Target Rule
- 708 Create the Supervisor Login Account
- 708 Create Routing Script for RSM
- 709 Configure Unified Communication Manager
- 709 Configure Simulated Phone
- 709 Create Simphone Device Dependencies
- 709 Create Simphone Device
- 709 Set Up the Login Pool Simphone
- 709 Configure Cisco RSM for 4000 Agent Deployment
- 710 Set RSM Configuration Settings for 4000 and 12000 Agent Deployment
- 712 Configure Cisco RSM for 12000 Agent Deployment
- 713 Configure Cisco RSM for Small Contact Center Deployment
- 714 Set RSM Configuration Settings for Small Contact Center Deployment
- 716 Configure Cisco RSM for A-Law Codec
- 716 Configure RSM
- 716 Configure Gateway
- 716 Configure Unified CVP
- 716 Configure Unified Communications Manager
- 716 Configure Service Parameters
- 716 Cisco MediaSense
- 716 Create Golden Template for Cisco MediaSense
- 717 Configure Cisco MediaSense
- 717 Cisco MediaSense Primary
- 718 Configure Cisco MediaSense Primary
- 718 Complete Setup for Primary Server
- 719 Configure Incoming Call
- 720 Cisco MediaSense Secondary
- 720 Add Secondary Node
- 721 Configure Cisco MediaSense Secondary
- 722 Complete Setup for Secondary Server
- 722 Configure MediaSense Forking
- 722 Provisioning Cisco Unified CM for Cisco MediaSense BIB Forking
- 723 Configure Device
- 723 Configure End User
- 723 Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE Forking
- 724 Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE Forking for HCS Deployment Models
- 724 Setup Global Level
- 725 Dial-Peer Level Setup
- 725 Set Up CUBE Dial-Peers for MediaSense Deployments
- 727 Provisioning Cisco Unified Border Element for Cisco MediaSense CUBE Forking for SCC Deployment Models
- 728 Set Up CUBE Dial-Peers for Small Contact Center Deployment
- 730 Provisioning TDM Gateway for Media Forking
- 732 Cisco Unified SIP Proxy
- 732 Install Cisco Unified SIP Proxy
- 732 Installation of CUSP
- 732 Example of Installation on a Service Module
- 733 Post Installation Configuration Tool
- 736 Obtaining New or Additional Licenses
- 736 Required Information
- 736 Using the Licensing Portal to Obtain Licenses for Additional Features or Applications
- 737 Using the CLI to Install the Cisco Unified SIP Proxy Release 8.5.7 Licenses
- 737 Configure Cisco Unified SIP Proxy Server
- 738 Configure Cisco Unified SIP Proxy
- 738 Configure Networks
- 739 Configure Triggers
- 739 Configure Server Groups
- 740 Configure Route Tables
- 741 Configure Route Policies
- 742 Configure Route Triggers
- 742 Full Configuration for Cisco Unified SIP Proxy
- 745 Configure Gateway
- 745 Create a Sip-Server with the CUSP IP
- 745 Create a Dial-Peer
- 745 Configure Unified CVP
- 745 Configure SIP Proxy
- 746 Configure SIP Server Groups
- 746 Configure Call Server
- 746 Configure Cisco Unified Communications Manager
- 746 Add Trunk to CVP
- 747 Add Trunk to CUSP
- 748 Configure Outbound with Cisco Unified SIP Proxy
- 748 Configure Unified CCE
- 748 Configure Gateway
- 749 Configure Cisco Unified SIP Proxy for IVR based Campaign
- 749 Avaya PG
- 750 Create Golden Template for Avaya PG
- 750 Configure Avaya PG
- 751 Add Avaya PG
- 752 Setup Avaya PG
- 752 Add PIM1 (Avaya PIM)
- 753 Translation Route for Avaya
- 753 Configure Unified CCE
- 753 Enable Network Transfer Preferred
- 754 Create Service
- 754 Configure Translation Route
- 755 Configure Script
- 755 Cisco Virtualized Voice Browser
- 755 Create Golden Template for Cisco Virtualized Voice Browser
- 756 Configure Unified CVP
- 757 Add Cisco Virtualized Voice Browser
- 757 Associate Dialed Number Pattern
- 757 Configure Cisco Virtualized Voice Browser
- 758 Access Virtualized VB Administration Web Interface
- 758 Access Virtualized VB Serviceability Web Page
- 758 Add a SIP Trigger
- 759 Configure Agent Greeting
- 759 Configure Whisper Announcement
- 759 Configure ASR and TTS
- 760 Configure ASR Subsystem
- 760 Configure TTS Subsystem
- 761 Configure Courtesy Callback for Cisco VVB
- 763 Remote Deployment Options
- 763 Global Deployments
- 763 Remote CVP Deployment
- 763 Unified CVP Servers for Remote CVP Deployment
- 763 Configure Remote CVP Server
- 764 Configure Operations Console for Remote CVP for Remote Deployment
- 764 Configure Unified CVP Call Server for Remote Deployment
- 765 Configure SIP Server Group for Remote Deployment
- 766 Unified CCE Servers for Remote CVP Deployment
- 766 Modify Unified CCE Router
- 766 Add Remote VRU PG Using Unified CCE Configuration Manager
- 766 Configure VRU PG for Remote CVP Deployment
- 768 Remote CVP and CUCM Deployment
- 768 Unified CCE Servers for Remote CVP and CUCM Deployment
- 768 Modify Unified CCE Router
- 768 Add Remote Generic PG Using Unified CCE Configuration Manager
- 769 Configure Generic PG for Remote CVP and CUCM Deployment
- 770 Configure Local Trunk
- 771 Configure Unified CVP
- 772 Configure Unified Communications Manager
- 772 Add Location
- 773 Verify Application User Roles
- 773 Configure SIP Profile for LBCAC
- 774 Deploy SIP Trunk for Central Branch
- 774 Deploy SIP Trunk for Local Branches
- 774 Configure Location Bandwidth Manager
- 775 Solution Serviceability
- 775 Monitor System Performance
- 775 Virtual Machine Performance Monitoring
- 777 ESXi Performance Monitoring
- 779 Collect System Diagnostic Information Using Unified System CLI
- 780 Run Unified System CLI in the Local Machine
- 781 Run Unified System CLI in the Remote Machine
- 783 Appendix
- 783 Migrate CCE Servers to the New Domain
- 783 Associate Virtual Machine with New Domain
- 784 Associate Unified CCE with New Domain
- 784 Supported Gadgets and API
- 785 Supported API for HCS
- 786 Supported Gadgets for HCS
- 786 Administrator API
- 787 Cisco Unified Communications Manager Configurations
- 787 Provision Cisco Unified Communications Manager
- 788 Set Up Device Pool
- 788 Set Up Unified Communications Manager Groups
- 789 Set Up CTI Route Point
- 789 Set Up Trunk
- 790 Set Up Application User
- 790 Set Up SIP Options
- 791 Set Up Route Pattern
- 791 Set Up Conference Bridge
- 792 Set Up Media Termination Point
- 792 Set Up Transcoder
- 792 Set Up Media Resource Group
- 793 Set Up and Associate Media Resource Group List
- 794 Set Up Enterprise Parameters
- 794 Set Up Service Parameters
- 795 Set up Recording Profile
- 795 Configuring Device
- 795 Disable iLBC, iSAC and g.722 for Recording Device
- 796 Set up Music on Hold Server Audio Source
- 797 Set up Service Parameters for Music on Hold
- 797 Set up Phone Configuration for Music on Hold
- 797 Setup Partition
- 798 Setup Calling Search Space
- 798 Associate CSS and Partition with Phones and Lines
- 799 Associate CSS with Trunk
- 799 Provision Cisco Unified Communications Manager for Core Component Integrated Options
- 799 Configure Agent Greeting
- 800 Configure Mobile Agent
- 801 Configure Local Trunk
- 801 Deploy SIP Trunk
- 802 Configure Outbound Dialer
- 802 Configure A-Law Codec
- 802 Create SIP Trunk between CUCM and CUBE (SP)
- 803 Create SIP Trunk Security Profile
- 803 Create SIP Trunk
- 804 Configure Music on Hold
- 804 Configure Unified Communication Manager
- 804 Configure Music on Hold Server Audio Source
- 804 Configure Service Parameters for Music on Hold
- 805 Modify Phone configuration for Music On Hold
- 805 Provision Cisco Unified Communication Manager for Optional Cisco Components
- 805 Configure RSM
- 805 Configure Simulated Phone
- 806 Create Simphone Device Dependencies
- 807 Create Simphone Device
- 808 Associate a Line DN to Simphone Device
- 809 Use Simphone Bulk Administration Tool
- 810 Set Up Login Pool Simphone
- 810 Create RSM User Group
- 811 Create RSM Application User
- 811 Set Up Agent Phone Device
- 812 Configure MediaSense
- 812 Base Configuration Parameters
- 812 Base Configuration Parameters for 500 and 1000 Agent Deployment
- 813 PG Explorer
- 813 ICM Instance Explorer
- 813 Network VRU Explorer
- 814 System Information
- 814 Expanded Call Variable List
- 816 Network VRU Script List
- 817 Agent Desk Settings List
- 817 Application Instance List
- 818 Media Class for Multi-Channel
- 818 Media Routing Domain
- 818 Network VRU Mapping
- 818 Agent Targeting Rule
- 819 Outbound Dialer
- 819 Base Configuration Parameters for 4000 Agent Deployment
- 820 PG Explorer
- 821 ICM Instance Explorer
- 821 Network VRU Explorer
- 822 System Information
- 822 Expanded Call Variable List
- 822 Network VRU Script List
- 822 Agent Desk Settings List
- 822 Application Instance List
- 822 Media Class for Multi-Channel
- 823 Media Routing Domain
- 823 Network VRU Mapping
- 823 Agent Targeting Rule
- 824 Outbound Dialer
- 824 Base Configuration Parameters for Small Contact Center Agent Deployment
- 824 PG Explorer
- 825 ICM Instance Explorer
- 825 Network VRU Explorer
- 826 System Information
- 826 Expanded Call Variable List
- 826 Network VRU Script List
- 826 Agent Desk Settings List
- 827 Application Instance List
- 827 Network VRU Mapping
- 827 Base Configuration Parameters for 12000 Agent Deployment
- 827 PG Explorer
- 828 ICM Instance Explorer
- 829 Network VRU Explorer
- 829 System Information
- 829 Expanded Call Variable List
- 829 Network VRU Script List
- 829 Agent Desk Settings List
- 829 Application Instance List
- 829 Media Class for Multi-Channel
- 830 Media Routing Domain
- 830 Network VRU Mapping
- 830 Agent Targeting Rule
- 830 Outbound Dialer
- 831 IOPS values for Unified Communication Manager
- 831 Mount and Unmount ISO Files
- 832 Set Up NTP and Time Configuration at the Customer Site
- 833 CCDM Logging and MaxSizeRollBackups
- 833 Logging
- 833 Set Logging Level Using the Unified System CLI in the CCDM Server
- 834 MaxSizeRollBackups
- 834 Automation Tool Spreadsheet
- 837 Install and Configure Jabber for Windows
- 837 Install and Configure Jabber Client
- 838 Configure Jabber Using UCDM
- 838 Add End User
- 839 Glossary
- 843 INDEX