Cisco Unified Contact Center Enterprise Installation and Upgrade

Cisco Unified Contact Center Enterprise Installation and Upgrade
Guide, Release 11.0(1)
First Published: August 26, 2015
Last Modified: November 19, 2015
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CONTENTS
Preface
Preface xv
Change History xv
About This Guide xv
Audience xv
Obtaining Documentation and Submitting a Service Request xvi
Field Alerts and Field Notices xvi
Documentation Feedback xvi
Conventions xvi
CHAPTER 1
Preparation 1
Scenarios 1
Installation Scenario 1
Virtualization Installation 1
Upgrade Scenarios 1
Common Ground Upgrades 2
Technology Refresh Upgrades 2
System Requirements 3
Platform Requirements 3
Network Requirements 4
Software License Requirements 4
Virtualization Requirements 6
Compatibility Requirements 7
CHAPTER 2
Installation Overview 9
Installation Tools 9
Uninstallation 10
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CHAPTER 3
Preinstallation 11
Preinstallation Task Flow 11
Preinstallation Tasks 12
Set up Active Directory 12
Verify Domain Controller Health 12
Run dcdiag.exe 12
Run repadmin.exe 13
Install DNS on Additional Domain Controller 14
Configure Active Directory Sites 14
Assign Global Catalog and Set Time Source 15
Configure DNS Server on Forest Root Domain Controller 15
Set Up Virtual Machines 16
Verify Datastores 16
Download Unified CCE OVA Files 16
Create Virtual Machines from OVA Files 17
Mount and Unmount ISO Files 18
Set Up Third-Party Software 18
Install Microsoft Windows Server 18
Set Windows Locale 20
Install VMware Tools 20
Install Microsoft SQL Server 21
Set Users as System Administrators 24
Install Antivirus Software 24
Configure a Database Drive 25
CHAPTER 4
Installation 27
Installation Task Flow 27
Installation Tasks 29
Set Up Virtual Machines for Installation 30
Validate Network Adapter Settings and Power On 30
Configure Network Cards 30
Configure Private Ethernet Card 31
Configure Visible Ethernet Card 31
Live Data Installation 32
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Install Live Data Primary Node 32
Set Live Data Secondary Node 33
Install Live Data Secondary Node 34
Upgrade VMware Tools 35
Configure Live Data with AW 35
Configure Live Data Machine Services 36
Configure Live Data Unified Intelligence Center Data Sources 37
Set Deployment Type 37
Set Up Certificates for Live Data 37
Install Unified CCE Component Software 38
Set up Organizational Units 38
Add a Domain 38
Add Organizational Units 38
Add Users to Security Groups 39
Set Up Unified CCE Central Controller Components 40
Add Unified CCE Instance 40
Create Component Databases 40
Create Logger Database 40
Create HDS Database 41
Create Outbound Option Database 42
Add Components to Unified CCE Instance 43
Add Logger Component to Instance 43
Add Router Component to Instance 44
Add Administration & Data Server Component to Instance 45
Set up Peripheral Gateways 47
Configure Peripheral Gateways 47
Add Peripherals to Peripheral Gateways 48
Configure Peripheral Gateways 50
Install JTAPI Client on Unified Communications Manager PG 52
Set up CTI Server 52
Add CTI Server Component 53
Set CTI Server Properties 53
Set CTI Server Component Properties 53
Set CTI Server Network Interface Properties 54
Complete CTI Server Setup 54
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Install Unified CCE Administration Client 54
Install Administration Client 54
Set up Administration Client 55
Install Unified CCE Language Pack 56
Update the Java Runtime Environment (Optional) 57
Silent installation 57
Silent installation prerequisites 57
Perform a silent installation 58
Cisco Finesse Server Installation 58
Installation Task Flow 59
Install Finesse on Primary Node 60
Configure Contact Center Enterprise CTI Server Settings 62
Configure Contact Center Enterprise Administration & Data Server Settings 63
Configure Cluster Settings 64
Restart Cisco Finesse Tomcat 65
Install Finesse on Secondary Node 65
Upgrade VMware Tools 67
Check Replication Status 68
CHAPTER 5
Initial Configuration 69
Initial Configuration Overview 69
Initial Configuration Task Flow 69
Initial Configuration Tasks 70
Configure Cisco Unified Contact Center Enterprise 70
Access Configuration Manager tool 70
Configure Media Routing Domain 71
Configure trunk groups 71
Configure Network VRU Bank 72
Configure services 73
Configure dialed numbers 75
Configure call types 76
Configure Variables 77
Configure Expanded Call Context Variables 77
ECC Variables for Blended Collaboration or Voice MRDs with
Collaboration 78
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Validate ECC Variable Size for CTI Server 78
Enable ECC Variables 79
Define ECC Variables 79
Configure User Variables 80
Define User Variables 81
Configure Users 81
Create Person records 81
Associate agents with peripherals 82
Assign Agent Desk Settings 83
Ring No Answer 83
Configure Agent Desk Settings 85
Designate agent supervisors 86
Create agent teams 87
Configure Network VRUs 88
Create Network VRU Target 88
Define Network VRU Label 88
Set Default Network VRU and Range of Correlation Numbers 89
Configure scripts 89
Configure Network VRU scripts 90
Troubleshoot Network VRU scripts 90
VRU error checking 91
Configure routing and administrative scripts 91
Configure Agent or Device Targets 92
Configure Agent Targeting Rules 92
Configure device targets and labels 93
Configure device targets 94
Configure labels 94
Configure translation routes 95
Configure Skill Groups or Precision Routing 97
Configure Skill Groups 97
Add skill groups 97
Assign skill groups as service members 98
Assign agents to skill groups 98
Configure Precision Routing 99
Add Attributes 99
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Search for Agents 100
Assign Attributes to Agents 100
Add Precision Queue 100
Consider If Formula for Precision Queue 103
Build Precision Queue Steps 104
Configure routes 106
Perform Bulk Configuration 106
Access Bulk Configuration Tools 106
Add New Records 107
Insert New Records 107
Import Data 107
Data File Format 108
Select Data 109
Select Records 109
Select One Field in Multiple Records 109
Edit Range of Data 110
Apply a Single Value to a Range of Edit-Control Fields 110
Apply a Single Value to a Range of Selection-Box Fields 110
Apply a Range of Values to a Range of Fields in a Column 111
Configure Cisco Unified Intelligence Center 112
Acquire License 112
Sign In to Administration Console 112
Upload License 113
Configure SQL User Account 113
Configure Data Sources 114
Configure Unified CCE Data Sources 114
Create Data Source for Cisco Unified CVP Report Data 115
Download Report Bundles 116
Import Report Bundles 117
Configure Unified Intelligence Center Administration 117
Configure Cisco Unified Customer Voice Portal 118
Configure Unified CVP Server 118
Configure Network Card for Unified CVP 118
Set up Unified CVP Media Service IIS 119
Set Up FTP Server 119
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Configure Unified CVP Reporting Server 120
Create Reporting Users 120
Create Superusers 120
Set Up Active Directory Server for LDAP Users 120
Sign In to Cisco Unified Intelligence Center Reporting Interface 121
Create Data Source and Import Report Templates 121
Obtain Cisco Unified CVP Report Templates 121
Import Unified CVP Report Templates and Set Data Source 122
Configure Unified CVP Operations Console 122
Enable Unified CVP Operations Console 122
Configure Unified CVP Call Server Component 123
Configure Unified CVP VXML Server Component 123
Configure Unified CVP Media Server 124
Install Unified CVP licenses 124
Configure Gateways 125
Add Unified CCE Devices 125
Add Unified Communications Manager Devices 126
Add Unified Intelligence Center Devices 126
Transfer Scripts and Media Files 127
Configure SNMP 127
Configure SIP Server Group 127
Configure Dialed Number Patterns 128
Configure Cisco Unified Communications Manager 130
Set Up Device Pool 130
Set Up Unified Communications Manager Groups 130
Set Up CTI Route Point 130
Set Up Trunk 131
Set Up Application User 131
Set Up SIP Options 132
Set Up Route Pattern 132
Set Up Conference Bridge 133
Set Up Media Termination Point 133
Set Up Transcoder 134
Set Up Media Resource Group 134
Set Up and Associate Media Resource Group List 134
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Set Up Enterprise Parameters 135
Configure Mobile Agent 135
Configure Local Trunk 136
Deploy SIP Trunk 137
Configure Outbound Dialer 137
Configure A-Law Codec 138
Configure Support for Multiline Agent Control 138
Configure RSM 139
Configure Simulated Phone 139
Create Simphone Device Dependencies 139
Create Simphone Device 141
Associate a Line DN to Simphone Device 142
Use Simphone Bulk Administration Tool 142
Set Up Login Pool Simphone 143
Create RSM User Group 144
Create RSM Application User 145
Set Up Agent Phone Device 145
Configure Caller-Specific Music on Hold 146
Upload audio file 146
Configure audio source 146
Configure Unified CCE routing script 147
Configure Cisco Finesse 147
Configure Contact Center Enterprise CTI Server Settings 147
Configure Contact Center Enterprise Administration & Data Server Settings 148
Configure Cluster Settings 149
Restart Cisco Finesse Tomcat 150
Check Replication Status 150
Ensure Agents Have Passwords 150
Ensure Logout Non-Activity Time for Agents is Configured 151
Ensure Agents Can Sign in to Desktop 151
Trust Self-Signed Certificate 152
Obtain and Upload CA Certificate 154
Configure DNS on Clients 156
Live Data Reports 156
Prerequisites for Live Data 156
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Add Live Data Reports to Finesse 157
Add Live Data Reports to Default Desktop Layout 157
Add Live Data Reports to Custom Desktop Layout 158
Add Live Data Reports to Team Layout 160
Modify Live Data Stock Reports for Finesse 161
Initial Configuration Troubleshooting 163
CHAPTER 6
Upgrade Overview 167
Multistage Upgrades and Maintenance Windows 167
Unified CCE Contact Center Upgrade Flowcharts 170
Data Migration Considerations 177
Silent Upgrade 178
Uninstallation 178
CHAPTER 7
Common Ground Upgrade 181
Preupgrade Overview 181
Common Ground Preupgrade Task Flow 182
Common Ground Preupgrade Tasks 183
ESX Supportability 183
Disaster Recovery Plan 184
Change the SCSI Controller Type 184
Upgrade VM Network Adapters from E1000 to VMXNet3 185
VM Hardware Version Upgrade 186
Upgrade Overview 186
Common Ground Upgrade Task Flow 189
Common Ground Upgrade Tasks 192
Upgrade to Windows Server 2012 R2 192
Remove Previous Windows Installation 194
Upgrade to SQL Server 2014 194
Migrate Unified CCE Logger Database and Upgrade Logger 195
Upgrade Unified CCE Call Router 196
Migrate HDS Database and Upgrade the Unified CCE Administration & Data Server 197
Upgrade Peripheral Gateways 198
Upgrade Outbound Option Dialer 198
Upgrade Unified CCE Administration Client 199
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CHAPTER 8
Common Upgrade Tasks 201
Upgrade Voice and Data Gateways 201
Bring upgraded Side A into service 202
Verify operation of upgraded Side B Call Router and Logger 203
Upgrade Cisco JTAPI Client on the Unified Communications Manager PG 205
Database Performance Enhancement 206
Performance Enhancement of Logger Database 206
Performance Enhancement of AW-HDS Database 207
CHAPTER 9
Technology Refresh Upgrade 209
Preupgrade Overview 209
Technology Refresh Preupgrade Task Flow 210
Disable Configuration Changes 211
Export the Server Registry 211
Upgrade Overview 212
Technology Refresh Upgrade Task Flow 214
Technology Refresh Upgrade Tasks 217
Migrate the Logger Database and Upgrade the Logger 217
Upgrade Unified CCE Call Router 219
Migrate HDS Database and Upgrade Unified CCE Administration & Data Server 219
Upgrade Peripheral Gateways 221
Upgrade Outbound Option Dialer 222
Upgrade Unified CCE Administration Client 222
CHAPTER 10
Active Directory Upgrade 223
Migrate Active Directory and DNS 223
Preparing existing forest via the adprep command 223
Install Active Directory on New Domain Controller 223
Configure Active Directory sites on new domain controller 224
Move Flexible Single Master Operation roles 224
Transfer Schema Master role 224
Redefine the time source 225
Assign Global Catalogs 225
Configure member servers to point to new DNS servers 226
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Demote current domain controllers to member servers and uninstall DNS 226
Upgrade Active Directory and DNS 227
Upgrade Domain Controller 227
Assign Global Catalog 227
CHAPTER 11
Testing 229
Testing Overview 229
Testing Tasks 229
Verify Upgrade to Cisco Unified Customer Voice Portal 229
Verify IOS Gateway Upgrade 230
Verify Upgrade to Cisco IOS-Based Transcoders and Conference Bridges 231
Verify Upgrade to Cisco Unified CCE Router and Logger 231
Verify Upgrade to Cisco Real Time Administration Workstation, Historical Database
Server 232
Verify Upgrade to Peripheral Gateways 233
Verify Upgrade to CTI OS Server and Outbound Option 234
Verify Redundancy 234
Verify Upgrade to CTI OS and Cisco Agent Desktop Agent/Desktop Clients 235
Verify Upgrade to Cisco Unified Communications Manager 235
APPENDIX A
Live Data CLI Commands 237
Supported Character Set for Live Data Installation CLI Commands 237
Live Data AW DB Access 238
set live-data aw-access 238
unset live-data aw-access 239
show live-data aw-access 239
Live Data Cluster Configuration 239
set live-data secondary 239
unset live-data secondary 240
show live-data secondary 240
Live Data Reporting Configuration 240
set live-data reporting-interval 240
show live-data reporting-interval 241
unset live-data reporting-interval 241
Live Data Services Registration 242
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set live-data cuic-datasource 242
show live-data cuic-datasource 242
unset live-data cuic-datasource 243
set live-data machine-services 244
show live-data machine-services 244
APPENDIX B
Certificates for Live Data 245
Certificates and Secure Communications 245
Obtain and Upload Third-party CA Certificate 246
Export Self-Signed Live Data Certificates 246
Import Self-Signed Live Data Certificates 247
Produce Certificate Internally 248
Set up Microsoft Certificate Server for Windows Server 2012 R2 248
Download CA certificate 249
Deploy Root Certificate for Internet Explorer 249
Set Up Certificate for Internet Explorer Browser 250
Set Up Certificate for Firefox Browser 251
APPENDIX C
IPv6 Configuration 253
Configure NAT64 for IPv6-Enabled Deployments 253
Configure DNS for IPv6 254
Determine IPv6 Translation of IPv4 Address for DNS Entry 254
Set Up IPv6 for VOS-Based Contact Center Applications 255
Set Up IPv6 Using Cisco Unified Operating System Administration 255
Set Up IPv6 for VOS-Based Applications Using the CLI 256
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Preface
• Change History, page xv
• About This Guide, page xv
• Audience, page xv
• Obtaining Documentation and Submitting a Service Request, page xvi
• Field Alerts and Field Notices, page xvi
• Documentation Feedback, page xvi
• Conventions, page xvi
Change History
Change
Date
Initial Publication
Added note to Install VMware Tools topic
November 19, 2015
About This Guide
This guide describes how to install the components and software for a new Unified CCE system, or to upgrade
an existing Unified CCE system.
Audience
This guide is intended for users who install and upgrade Unified CCE contact centers.
The procedures assume that the system has been thoroughly designed and staged in preparation for the
installation or upgrade.
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Preface
Obtaining Documentation and Submitting a Service Request
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, at: http://
www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.
Subscribe to What's New in Cisco Product Documentation, which lists all new and revised Cisco technical
documentation as an RSS feed and delivers content directly to your desktop using a reader application. The
RSS feeds are a free service.
Field Alerts and Field Notices
Cisco products may be modified or key processes may be determined to be important. These are announced
through use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts and
Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive
announcements by selecting all products of interest.
Log into www.cisco.com and then access the tool at http://www.cisco.com/cisco/support/notifications.html.
Documentation Feedback
To provide comments about this document, send an email message to the following address:
contactcenterproducts_docfeedback@cisco.com
We appreciate your comments.
Conventions
This document uses the following conventions:
Convention
Description
boldface font
Boldface font is used to indicate commands, such as user entries, keys, buttons,
and folder and submenu names. For example:
• Choose Edit > Find.
• Click Finish.
italic font
Italic font is used to indicate the following:
• To introduce a new term. Example: A skill group is a collection of agents
who share similar skills.
• A syntax value that the user must replace. Example: IF (condition, true-value,
false-value)
• A book title. Example: See the Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide.
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Conventions
Convention
Description
window font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:
<html><title>Cisco Systems, Inc. </title></html>
< >
Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such as ASCII output.
• A character string that the user enters but that does not appear on the window
such as a password.
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CHAPTER
1
Preparation
• Scenarios, page 1
• System Requirements, page 3
Scenarios
Installation Scenario
Virtualization Installation
You install Cisco Unified Contact Center Enterprise (Unified CCE) in a virtualized environment. In a virtualized
environment, you can run Unified CCE on a VMware ESXi platform. Run the virtual machines (VMs) on
Cisco Unified Computing System (UCS) B-series or C-series servers, or equivalent third-party servers. For
more information about server specifications, see the Unified Communications Virtualization Supported
Applications page at http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Supported_
Applications.
Install the Cisco Unified CCE components after you configure the VMs.
Related Topics
Preinstallation Task Flow, on page 11
Installation Task Flow, on page 27
Initial Configuration Task Flow, on page 69
Upgrade Scenarios
There are two methods you use to upgrade your Unified CCE system:
• The Common Ground method is an in-place upgrade using your existing hardware. If your hardware
meets the requirements for this release, you can perform a Common Ground upgrade without acquiring
additional hardware.
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Upgrade Scenarios
• Use the Technology Refresh upgrade method to upgrade your hardware at the same time as the Unified
CCE system. When using the Technology Refresh method, you prepare a destination system on new
hardware and then migrate data from your existing deployment to the new one.
Upgrade scenarios are considered at a component level; you can perform one type of upgrade on one component,
and another type of upgrade on another component. However, the A and B side of any given component must
be running on identical hardware.
Follow the task flow and tasks for the upgrade scenario that applies to each individual component involved
in the overall upgrade.
Common Ground Upgrades
The Common Ground upgrade for Unified CCE 11.0(x) supports in-place upgrade of the Operating System,
followed by the upgrade of Unified CCE from previous releases.
Unified CCE release 11.0(x) requires Windows Server 2012 R2. For information about supported editions or
service packs, see the Unified CCE Solution Compatibility Matrix at http://docwiki.cisco.com/wiki/
Compatibility_Matrix_for_Unified_CCE.
Additionally, ensure that there is sufficient hard disk space to support the new release. For more information,
see http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCE.
If your existing system does not meet the system requirements for Release 11.0, upgrade the hardware, and
then perform a Technology Refresh upgrade instead.
The supported paths for Common Ground upgrades are:
• Release 10.0(x) to Release 11.0(x)
• Release 10.5(x) to Release 11.0(x)
Related Topics
Common Ground Preupgrade Task Flow, on page 182
Common Ground Upgrade Task Flow, on page 189
Technology Refresh Upgrades
To perform a Technology Refresh upgrade, you first prepare the destination system using new hardware, and
then migrate configuration data from from your existing production system. This method reduces the
maintenance window required for the upgrade process compared to a Common Ground upgrade.
The supported paths for Technology Refresh upgrades are:
• Release 10.0(x) to Release 11.0(x)
• Release 10.5(x) to Release 11.0(x)
This release supports only a virtualized environment.
Follow the documented procedures to build a parallel network using new hardware and pre-stage it with
configuration data to support the existing production network. Use the Enhanced Database Migration Tool
(EDMT) to transfer data and perform a schema upgrade during the upgrade process. Do not use backup and
restore procedures to perform the pre-staged configuration on the parallel network.
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System Requirements
Related Topics
Technology Refresh Preupgrade Task Flow, on page 210
Technology Refresh Upgrade Task Flow, on page 214
System Requirements
Before you start installation or upgrade activities, fully plan your Unified CCE contact center installation or
upgrade. Ensure that the system is ready, and meets all requirements for supported hardware and software.
This section provides a summary of the requirements for Unified CCE. If you have not confirmed all the
information in this section, complete the planning phase before proceeding further.
Platform Requirements
Server selection for Unified CCE in a virtualized environment involves several factors, including:
• The server and all related hardware must be supported for use in a virtualized Unified CCE system
• Minimum specifications for processing, memory, and storage
• Whether you want a packaged and tested Cisco configuration (Tested Reference Configuration or TRC)
or a configuration that you base on Cisco-defined minimum requirements (Specs-based Configuration)
• Compatibility requirements for all hardware, and Cisco and third-party software including the VMware
required to run and manage a virtual environment
Confirm that your hardware selection is supported for Unified CCE and meets all minimum specifications:
Server
UCS B- or C-series
(TRC):
VMware required
• VMware vSphere ESXi
• VMware vCenter (Optional)
UCS B- or C-series
(Specs-based):
For detailed requirements information,
see
Virtualization for Unified CCE DocWiki
at http://docwiki.cisco.com/wiki/
Virtualization_for_Unified_CCE
• VMware vCenter
• VMware vSphere ESXi
Third-party
(Specs-based)
• VMware vCenter
• VMware vSphere ESXi
In addition to confirming that your servers meet minimum specifications, confirm that your server choice is
compatible with all Cisco and third-party software.
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Network Requirements
Related Topics
Compatibility Requirements, on page 7
Network Requirements
Network requirements for virtualized Unified CCE systems vary widely, depending on the size and type of
Unified CCE solution deployment. Confirm that you have clearly established all network requirements before
you install or upgrade a Unified CCE contact center.
Related Topics
Virtualization for Unified CCE
Cisco Unified Contact Center Enterprise Design Guide
Software License Requirements
Cisco Products
The following table lists the Cisco components that comprise a Unified CCE solution:
Components
License requirements
Cisco Unified Contact Center
Enterprise
One server license for each of: Voice applications, E-Mail Interaction
Manager applications, and Web Interaction Manager applications.
One agent license for each concurrent user with different feature tiers.
Cisco Unified Communications
Manager
One license for each Cisco Unified Communications Manager node,
plus device licenses for connected devices.
Cisco Unified Customer Voice
Portal
One Customer Voice Portal (CVP) software license for each server that
runs Call Server or VXML Server software (or both coresident), ports
or redundant ports, or Call Director software.
One CVP reporting license for each Reporting Server.
No license required for Operations Console.
Port license package required for ports used for simultaneous sessions
requiring self-service or queuing (voice and video).
Redundant port licenses required for each redundant port.
One license for each developer machine running Call Studio.
Upgrade licenses from Unified IP IVR available.
Cisco Unified Intelligence Center One license for each server.
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Software License Requirements
Components
License requirements
Cisco Finesse
Finesse: User licenses included with selected tiers of Cisco Unified
Contact Center Enterprise user licenses. One license for each server pair.
One license for each Media Kit.
or
Cisco CTI OS
Cisco CTI Object Server (CTI OS) or Cisco Agent Desktop (CAD):
User licenses included with selected tiers of Cisco Unified Contact
Center Enterprise user licenses.
or
CAD
Note
The CTI Toolkit Desktop and Cisco Agent Desktop are
deprecated in Unified CCE Release 11.0(1). Do not include
these desktops in new deployments. Support for these desktops
will be removed in a future release.
Cisco Unified Contact Center
Management Portal
User licenses included with selected tiers of Cisco Unified Contact
Center Enterprise user licenses.
Cisco MediaSense
Server licenses required for Primary and Secondary Servers. Expansion
Server Software licenses required for extra capacity. Session licenses
(base, and either audio or video) required for each user.
Cisco SocialMiner
User license included with Unified CCE Premium Agent License. One
server license for each SocialMiner server.
EIM/WIM
One agent license for each concurrent user with different feature tiers.
One server license for each Email Interaction Manager and Web
Interaction manager application.
Third-Party Products
The following table lists the third-party software products that work with Cisco components to comprise a
Unified CCE solution.
Note
For detailed information about the software editions and versions supported for this release, see the Unified
CCE Solution Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_
CCE.
Software
Notes
Microsoft Windows Server 2012 R2
For server applications
Microsoft SQL Server 2014
For applications that contain a database
Windows
For Administration Client applications
Antivirus
For all applications that run on the Windows platform
• Symantec Endpoint Protection
• Trend Micro Office Scan
• McAfee VirusScan Enterprise
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Virtualization Requirements
Note
To verify that Unified CCE supports your language and collation, check the Cisco Unified ICM/Unified
Contact Center Product and System Localization Matrix at http://www.cisco.com/en/US/products/sw/
custcosw/ps1001/prod_technical_reference_list.html.
Before you begin an installation or upgrade of any part of your contact center, confirm the following:
• That you have all the required software products.
• That all the software versions are compatible with each other.
• That all software versions are also compatible with all hardware and VMware.
Related Topics
Compatibility Requirements, on page 7
Virtualization Requirements
You run the Unified Contact Center Enterprise solution on VMware ESXi platform. This solution requires
that you run the virtualized machines (VMs) on Cisco Unified Computing System (UCS) B-series or C-series
servers, or Third-party servers.
You install the Unified CCE components after you configure the VMs.
For detailed virtualization requirements, review Compatibility Requirements, on page 7 for VMware and
Cisco software components.
In addition, the following requirements apply to VMware on virtual machines for Unified CCE:
• After you install the Unified CCE components on each VM, install the latest VMware Tools from your
VMware host using the VMware Tool default settings. You require one license for VMware vSphere
Standard or Enterprise ESXi for each host server.
Note
Update the VMware Tools whenever you patch or upgrade ESXi.
• If you experience slow mouse performance, see the following Knowledge Base item on the VMware
website: Windows Display Driver Model.
Related Topics
Virtualization for Unified CCE
Install VMware Tools, on page 20
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Preparation
Compatibility Requirements
Compatibility Requirements
As part of the planning process, ensure that all hardware, Cisco software, third-party software, VMware, and
firmware are compatible. Confirm that you meet all the following compatibility requirements:
For this compatibility information See
Hardware and Cisco software
components
Unified Communications Virtualization Supported Applications at http:/
/docwiki.cisco.com/wiki/Unified_Communications_Virtualization_
Supported_Applications
VMware and Cisco software
components
Supported Versions of VMware vSphere ESXi at http://
docwiki.cisco.com/wiki/Unified_Communications_VMware_
Requirements#Supported_Versions_of_VMware_vSphere_ESXi
Required firmware
See the following:
VMware Compatibility Guide at http://www.vmware.com/resources/
compatibility/search.php
VMware Compatibility for Specific Cisco Servers at http://
www.vmware.com/resources/compatibility/
detail.php?deviceCategory=server&productid=10459&deviceCategory=server&partner=146&page=1&display_
interval=10&sortColumn=Partner&sortOrder=Asc
Cisco Installation and Upgrade Guides at http://www.cisco.com/en/US/
products/ps10493/prod_installation_guides_list.html
Cisco software product
intercompatibility
Note
Unified CCE Solution Compatibility Matrix at http://docwiki.cisco.com/
wiki/Compatibility_Matrix_for_Unified_CCE
Review the compatibility
between different versions
of the Cisco components
to plan upgrades that occur
across multiple
maintenance windows.
Components that are
upgraded in one
maintenance window must
continue to operate with
other components that are
still at the previous version
until the full upgrade is
completed.
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Preparation
Compatibility Requirements
For this compatibility information See
Windows OS and SNMP
• SNMP Service
• SNMP MI Provider
See the following:
SNMP Guide for Cisco Unified ICM/Contact Center Enterprise at http:/
/www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/
products-installation-and-configuration-guides-list.html
Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise
at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/
products-installation-and-configuration-guides-list.html
Third party software products
Unified CCE Solution Compatibility Matrix at http://docwiki.cisco.com/
wiki/Compatibility_Matrix_for_Unified_CCE
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CHAPTER
2
Installation Overview
• Installation Tools, page 9
• Uninstallation, page 10
Installation Tools
During installation, use one or all of the following tools, as required:
• ICM-CCE-CCHInstaller—The main Unified CCE Installer copies all files into relevant folders, creates
the base registries, and installs needed third-party software such as JRE and Apache Tomcat. It uses the
Microsoft .NET Framework which is an integral part of Windows Server 2012 R2.
Note
Optionally, you can update the JRE installed by the Unified CCE Installer with a later
version of the JRE. See Update the Java Runtime Environment (Optional), on page 57.
You cannot run the installer remotely. Mount the installer ISO file only to a local machine.
◦Cisco Unified Intelligent Contact Management Database Administration (ICMDBA) Tool—Used
to create new databases, modify or delete existing databases, and perform limited SQL Server
configuration tasks.
◦Domain Manager—Used to provision Active Directory.
◦Web Setup—Used to set up the Call Routers, Loggers, and Administration & Data Servers.
◦Peripheral Gateway Setup—Used to set up PGs, the CTI server, and the Outbound Option dialer.
• AdminClientInstaller—Installs the Administration Client on a system that is not running other Unified
CCE components.
The AdminClientInstaller is delivered on the installation media with the ICM-CCE-CCHInstaller.
• Administration Client Setup—Used to add, edit, or remove Administration Clients and Administration
Client Instances.
The Administration Client Setup is delivered on the installation media with the ICM-CCE-CCHInstaller.
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Uninstallation
Related Topics
Update the Java Runtime Environment (Optional), on page 57
Uninstallation
Unified CCE supports the uninstall option from the Windows Add/Remove option. This option removes the
patches, base version files, and the related registry. The option also removes Unified CCE component software
installed by the ICM-CCE-CCHInstaller.
However, it does not remove the following:
• Java Runtime Environment
• Unified CCE databases
Reinstallation is also supported. To reinstall, rerun the ICM-CCE-CCHInstaller.
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CHAPTER
3
Preinstallation
• Preinstallation Task Flow, page 11
• Preinstallation Tasks, page 12
Preinstallation Task Flow
Before you can install Unified CCE and the associated components, set up the network, create virtual machines,
and install and configure third-party software.
Important
After you set the hostname of any Unified CCE server, you cannot change it.
Task
See
If you are integrating Unified CCE into an Set up Active Directory, on page 12
existing corporate network, verify Domain
Controller health. If you are installing into
a new Active Directory domain, install and
configure Active Directory and DNS server.
Download Open Virtualization Format
(OVA) templates and create virtual
machines.
Set Up Virtual Machines, on page 16
Install and configure third-party software.
Set Up Third-Party Software, on page 18
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Preinstallation Tasks
Preinstallation Tasks
Set up Active Directory
Ensure that you have a completed plan for your domain structure and Active Directory implementation before
you set up your network. For more information, see the Staging Guide for Cisco Unified ICM/Contact Center
Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-installation-guides-list.html.
Verify Domain Controller Health
Before you set up the Unified CCE DNS and Active Directory (AD) structure, ensure that your existing domain
controller environment is stable. Install and run the following tools, available from the Microsoft Windows
Server 2012 R2 installation media, in the Tools subfolder:
• dcdiag.exe—Generates a report on AD health, including connectivity, replication, topology integrity,
intersite health, and trust verification. Checks Network Card (NC) head security descriptors, net logon
rights, and roles. Locates the domain controller.
• repadmin.exe—Retrieves the replication status of all /csv >showrepl.csv domain controllers in a
spreadsheet, verifies DNS infrastructure, Kerberos, Windows time service (W32time), remote procedure
call (RPC), and network connectivity.
Ask your network administrator or qualified AD expert (for example, Microsoft Support Services) to evaluate
the resulting reports from these tools.
Run dcdiag.exe
Procedure
Step 1
Step 2
Step 3
Choose Start > Run.
Type cmd.
Press Enter.
A command console opens.
Step 4
At the prompt, enter dcdiag.exe /e /v /f:dcdiag.txt.
Note
If you use the /e option, run dcdiag.exe at the root level. If you do not use the “/e” option, run
dcdiag.exe on each individual domain controller.
The application creates the text file dcdiag.txt in the folder containing dcdiag.exe.
Step 5
Open the text file and note any items that are prefaced with “Warning” or “Error.”
Correct all the issues, then rerun dcdiag.exe to ensure that no issues remain.
Step 6
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Run repadmin.exe
Procedure
Step 1
Step 2
Step 3
Choose Start > Run.
Type cmd.
Press Enter.
A command console opens.
Step 4
Step 5
At the prompt, enter repadmin.exe /showrepl * /csv >showrepl.csv.
Open Excel and choose File > Open.
Note
Depending on your version of Excel, the menu cascades may be slightly different.
Step 6
In the “Files of type” section, click Text Files (*.prn;*.txt;*.csv).
Step 7
In the “Look in” section, navigate to showrepl.csv, then click Open.
In the Excel spreadsheet, right-click the column heading for showrepl_COLUMNS (column A), then click
Hide.
In the Excel spreadsheet, right-click the column heading for Transport Type, then click Hide.
Select the row just under the column headings, then choose Windows > Freeze Pane.
Click the upper-left corner of the spreadsheet to highlight the entire spreadsheet. Choose Data > Filter >
AutoFilter.
In the heading of the Last Success column, click the down arrow, then click Sort Ascending.
In the heading of the Source DC column, click the down arrow, then click Custom.
In the Custom AutoFilter dialog box, complete the custom filter as follows:
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
1 Under Source DC, click does not contain.
2 In the corresponding text box, enter del to filter deleted domain controllers from the spreadsheet.
Step 14 In the heading of the Last Failure column, click the down arrow, then click Custom.
In the Custom AutoFilter dialog box, complete the custom filter as follows:
1 Under Last Failure, click does not equal.
2 In the corresponding text box, enter 0 to filter for only domain controllers that are experiencing failures.
For every domain controller in the forest, the spreadsheet shows the following:
• Source replication partner
• The time that replication last occurred
• The time that the last replication failure occurred for each naming context (directory partition)
Step 15 Use Autofilter in Excel to view the replication health for the following:
• Working domain controllers only
• Failing domain controllers only
• Domain controllers that are the least, or most recent
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You can observe the replication partners that replicate successfully.
Step 16 Locate and resolve all errors.
Step 17 Rerun repadmin.exe to ensure that no issues remain.
Install DNS on Additional Domain Controller
This topic is applicable only for Windows 2008 R2.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Choose Start > Control Panel > Add/Remove Programs.
On the Add/Remove Windows Components, check Networking Services and click Details.
Check DNS, click OK, then select Next.
Browse to the Windows Server CD.
DNS installation begins.
Validate that all DNS Zones were replicated from the first DNS Server in the AD Domain to this DNS Server.
a) Select the machine name, right-click, and select Properties.
b) On the Interfaces tab, select Listen on only the following IP addresses, remove all but the visible machine
address.
Configure Active Directory Sites
Perform the following procedure on the Unified CCE root domain controller:
Procedure
Step 1
Step 2
Start > Programs > Administrative Tools > AD Sites and Services.
Rename the default first site name in accordance with your AD site plan.
a) For a geographically separated Domain Controller, right-click Sites.
b) Select New Site.
c) Enter the site name of the additional domain controller based on your AD site plan.
Step 3
Create subnets for each Domain Controller site:
a) Right-click the Subnets folder and select New Subnet.
b) Enter the subnet address and mask associated with the LAN at the Domain Controller Site.
c) Highlight the Site Name that is associated with that subnet.
Step 4
Step 5
Expand the Servers folder from the original first site folder.
For each server that you must move to a different site, right-click the server name, select Move, and highlight
the Site to which you want to move it.
Expand Inter-Site Transport under Sites.
Step 6
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a) Open the IP folder and select DEFAULTIPSITELINK from the right pane.
b) Right-click and select Properties. Ensure that both sites appear as entries in the Sites in this Site Link
window.
c) Change the Replicate Every value to 15 minutes.
Assign Global Catalog and Set Time Source
Procedure
Step 1
Step 2
Step 3
Step 4
Open Active Directory Sites and Services.
Connect to the Domain Controller that is designated as the Global Catalog.
Step 5
If the PDC Emulator is on another Domain Controller, redefine the Time Source as either that server, or use
an external Time Source.
a) On the server currently running the PDC Emulator, run the following command:Net time /setsntp: <DNS
Name of Time Source>.
b) To synchronize a server to the Time Source, see the procedure available on the Microsoft website http://
support.microsoft.com/kb/816042.
Right-click NTDS Settings and select Properties. Select Global Catalog.
Move FSMO roles, according to your design plan.
The Forest Time Source defaults to the PDC Emulator, which is originally created on the Forest Root Domain
Controller.
Configure DNS Server on Forest Root Domain Controller
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Choose Start > Programs > Administrative Tools > DNS.
Expand Hostname Tree.
Expand Forward Lookup Zones.
Select the machine name, then right-click and select Properties.
On the Interfaces tab, select Listen on only the following IP addresses and remove all but the visible machine
address.
Configure AD Integrated Forward and Reverse Lookup Zones.
a) Select the Unified CCE Domain zone name under Forward Lookup Zones, right-click, and select Properties.
b) On the General tab, for Allow Dynamic Updates, select Only Secure Updates from the menu.
c) Use the Zone Transfers tab only when there is a trusted-site relationship between this domain and another
domain. Transfer zone updates from this AD Integrated Zone to a Standard Secondary Zone on the DNS
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Set Up Virtual Machines
Servers in the other domain. Select Allow Zone Transfers, then select only to the following servers and
enter the IP Addresses of the DNS Servers in the other domain.
Networks within a Forward Lookup Zone include all visible and private networks that are within a DNS
Zone. These networks define Reverse Lookup Zones relative to the Forward Lookup Zone.
Step 7
Step 8
Step 9
Under the Server Name, right-click Reverse Lookup Zones and select New Zone.
Within the New Zone wizard, select Active Directory Integrated.
In the Reverse Lookup Zone window, select Network ID and enter the required number of octets for the
Reverse Lookup Zone. The Reverse Lookup Zone Name is automatically entered.
Step 10 Repeat the following steps for each Unified CCE domain Reverse Lookup Zone:
a) Select the Zone name under Reverse Lookup Zones, then right-click and select Properties.
b) On the General tab, for Allow Dynamic Updates, select Only Secure Updates from the menu.
Step 11 Manually complete the DNS Host and PTR records.
a) Manually enter the hostnames for the machines that house Unified CCE nodes, and all NICs and Peripherals
for any Web Setup that requires hostname resolution, into the applicable DNS Forward Lookup Zone.
b) On the DNS Server, right-click on the Forward lookup Zone Name and select New Host. (The hostname
of this Root Domain Controller is already in the file.)
c) Add all Unified CCE hostnames (visible, visible high, private, private high, SAN) and their associated IP
addresses. Check the box to create an associated PTR Record (Reverse Lookup Zone record).
d) Manually enter any Peripherals (ACDs/VRUs) and NICs accessed by the Unified CCE using hostname
resolution in the Forward Lookup Zone.
Set Up Virtual Machines
Verify Datastores
Before you install the VMs, verify that the datastore is in place. The type of datastore depends on the type of
server on which you deploy the VMs. For example, UCS-B servers use a SAN datastore and UCS-C servers
use DAS datastores.
For more information, see the VMware documentation.
Download Unified CCE OVA Files
The Unified CCE Open Virtualization Format (OVA) files define the basic structure of the corresponding
VMs that are created. The structure definition includes the CPU, RAM, disk space, reservation for CPU, and
reservation for memory.
Before You Begin
You must have a valid service contract associated with your Cisco.com profile.
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Procedure
Step 1
Step 2
Go to the Unified CCE Download Software page on Cisco.com.
Click Download to download and save the appropriate OVA file to your local hard drive. When you create
VMs, you select the OVA required for the application.
Create Virtual Machines from OVA Files
To create virtual machines (VMs) from the OVA files, complete the following procedure.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Select the Host in the vSphere client.
Choose File > Deploy OVF Template.
Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click
Next.
Click Next at the OVF Template Details page.
Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32
characters. Click Next.
On the Name and Location page, enter a name of your choice in the Name field. Click Next.
Important
After the VM is created, you cannot rename
it.
On the Deployment Configuration page, select the applicable configuration from the drop-down list. Click
Next.
Choose a data store on which to deploy the new virtual machine. Click Next.
Note
Some deployments require two data
stores.
On the Disk Format page, choose Thick provisioned Eager Zeroed format for the virtual disk format.
Click Next.
Note
Thick provisioned Lazy Zero is also supported, but Thin provisioned is not supported.
Step 10 Confirm that the Network Mapping page is correct:
a) Public network adapter to Public network
b) Private network adapter to Private network
Note
For some deployments, only one network interface is
available.
Step 11 Click Finish.
Step 12 At the Successfully Completed message, click Close.
Step 13 In the vSphere Client, ensure that you have upgraded the VM hardware version to the latest version. For more
information, see VMware Knowledge Base, Upgrading a virtual machine to the latest hardware version
(multiple versions) (1010675).
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Mount and Unmount ISO Files
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.
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 Third-Party Software
Install Microsoft Windows Server
Complete the following procedure to install Microsoft Windows Server 2012 R2 on all virtual machines for
server-based applications.
Note
For information about supported editions or service packs, see the Unified CCE Solution Compatibility
Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE.
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Procedure
Step 1
Mount the Microsoft Windows Server ISO image to the virtual machine.
Check the Connect at power on checkbox when mounting the ISO.
For more information, see Mount and Unmount ISO Files, on page 18.
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Power on the VM.
Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.
Click Install Now.
Enter the product key for Windows Server 2012 R2 and click Next.
Select Windows Server 2012 R2 Standard (Server with a GUI) and click Next.
Accept the license terms and click Next.
Select Custom: Install Windows only (advanced), select Drive 0 to install Microsoft Windows Server, and
then click Next.
The installation begins. After the installation is complete, the system restarts without prompting.
Step 9 Enter and confirm the password for the administrator account, and then click Finish.
Step 10 Enable Remote Desktop connections as follows:
a) Navigate to Control Panel > System and Security > System.
b) Click Remote Settings.
c) Click the Remote tab.
d) Select the Allow remote connections to this computer radio button, and click OK.
Step 11 Open the Network and Sharing Center and select Local Area Connections.
Step 12 In the Network Settings dialog box, configure the network settings and the Domain Name System (DNS)
data:
a) Select Properties. Uncheck Internet Protocol Version 6 (TCP/IPv6).
b) Select Properties again.
c) Select Use the following IP Address.
d) Enter the IP address, Subnet mask, and Default gateway and click OK.
Step 13 Navigate to Control Panel > System and Security > System and change the name of the computer from the
name randomly generated during Microsoft Windows Server installation. The name cannot contain underscores
or spaces.
You must restart for the change to take effect.
Step 14 Run Microsoft Windows Update.
After the update is complete, click Do not enable automatic updates.
Microsoft Windows Server 2012 R2 is installed. In addition, Internet Explorer 11 is installed automatically.
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Note
If you want to install Unified CCE on a multilingual version of Windows Server 2012 R2, run the MUI
language pack. See http://www.microsoft.com/oem/en/installation/downloads/Pages/
Windows-Server-2012-Language-Packs.aspx#fbid=EwmxpS7EfPf.
If Unified CCE language pack is applied on Chinese Windows machine, set the screen resolution to 1600
x 1200.
Set Windows Locale
If the Windows system locale differs from the display language (and therefore also the SQL collation setting),
some characters appear incorrectly in the user interface and are saved incorrectly to the database. For example,
if the system locale is English and an agent works in Spanish, characters such as the acute a do not appear
correctly.
If you use a multilingual version of Microsoft Windows Server 2012 R2, complete this procedure to set the
Windows locale.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Open Control Panel, and click Clock, Language, and Region.
In the Region section, click Change date, time, or number formats.
Click the Administrative tab.
In the Language for non-Unicode programs section, click Change system locale.
In the Region Settings window, select the language that matches the display language.
Step 6
Restart the virtual machine.
Install VMware Tools
VMware Tools is a suite of utilities that enhance the performance of the virtual machine guest operating
system and improve management of the virtual machine.
Note
If you are upgrading from Unified CCE Pre-11.0 Release version to Release 11.0 version, do not upgrade
the VMWare Tools (Version 4.x) prior to the product upgrade. If the VMWare Tools upgrade is already
done prior to the product upgrade, the network connectivity will be lost during the product upgrade and
the upgrade will fail. The workaround for this issue is to update the vNIC from VMXNET3 to Flex and
then begin the upgrade. As a side effect of this workaround, the upgrade will take longer than usual. Once
the RU upgrade is completed, the vNIC can be updated back to VMXNET3.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Power on the virtual machine.
When the Guest Operating Starts, prepare your virtual machine to install VMware tools.
Choose VM > Guest > Install VMware Tools.
Double-click your CD-ROM drive to open installation wizard. Click OK in the warning message.
Choose Typical option and click Next to begin installation.
Click Install.
Click Finish.
Restart your system.
Install Microsoft SQL Server
Install Microsoft SQL Server 2014, and store the SQL Server log and temporary files on the same physical
disk as the operating system.
Note
For information about supported editions or service packs, see the Unified CCE Solution Compatibility
Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE.
Before You Begin
You must enable Microsoft .NET Framework 3.5 SP1 before installing SQL Server 2014. In the Windows
Server, Server Manager, use the Add Roles and Features Wizard to enable the .NET Framework 3.5 SP1. See
the Microsoft documentation at https://technet.microsoft.com/en-au/library/dn482071.aspx for detailed
instructions.
Note
If your computer has no internet connection to get the updates, you must download and install Microsoft
.NET Framework 3.5 SP1 manually.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Mount the Microsoft SQL Server ISO image to the virtual machine.
Run setup.exe.
Select Installation on the left pane and then click New SQL Server stand-alone installation or add features
to an existing installation. Click OK.
On the Product Key page, enter the product key and then click Next.
Accept the License Terms and then click Next.
Optional: On the Microsoft Update page, check the Use Microsoft Update to check for updates check box,
and then click Next.
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Note
Step 7
If you do not check the Use Microsoft Update to check for updates check box, click Next on the
Product Updates page.
On the Install Rules page, click Next.
In this step, the installation program checks to see that your system meets the hardware and software
requirements.
Step 8
In case of any issues, warnings or errors are displayed. In the Status column, click the respective
Warning or Error link for more information about a rule.
On the Setup Role page, select SQL Server Feature Installation and click Next.
Step 9
On the Feature Selection page, select all the features except the following; and then click Next.
Note
• Analysis Services
• Reporting Services-Native
• Reporting Services - SharePoint
• Reporting Services Add-in for SharePoint Products
• Distributed Replay Controller
• Distributed Replay Client
Step 10 On the Instance Configuration page, select Default Instance and click Next.
Step 11 On the Server Configuration page, click the Services Account tab.
In the Services Account tab, you must associate the SQL services with the virtual account.
• For the SQL Server Database Engine, in the Account Name field, select NT Service\MSSQLSERVER.
• For the SQL Server Agent service, in the Account Name field, select NT Service\SQLSERVERAGENT.
While you can use the Network or Local Services account instead of the Virtual account, using the
Virtual account provides better security.
Step 12 For the remaining services, accept the default values.
Step 13 In the Start Up Type column, for the SQL Server Agent service account, select Automatic from the list.
Step 14 On the Server Configuration page, select the Collation tab.
a) In the Database Engine section, click Customize.
b) Select the Windows Collation designator and sort order radio button.
c) Select the appropriate collation. Typically, you should choose the SQL Server collation that supports the
Windows system locale most commonly used by your organization; for example, "Latin1_General" for
English.
Note
Refer to the Unified CCE Solution Compatibility Matrix at http://docwiki.cisco.com/wiki/
Compatibility_Matrix_for_Unified_CCE for details about collations used for other languages.
The collation you select affects what is written to the database. For example, if you set the collation for
Latin1_General and a user at the customer site selects Chinese as the language selection at sign-in and
enters field values in Chinese, the application returns an unsupported characters error because the database
is unable to save the characters.
Note
It is critical to select the correct collation setting for the customer's language display. If you
do not select the correct collation during installation, the customer must uninstall and re-install
Microsoft SQL Server.
d) Check the Binary check box.
Important
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e) Click OK, and then click Next.
Step 15 On the Database Engine Configuration page:
a) On the Server Configuration tab, click the Mixed Mode radio button.
b) Enter the password for the SQL Server system administrator account, and confirm by reentering it.
c) Click Add Current User to add the user who is installing the SQL Server as an administrator.
d) Click Next.
Step 16 On the Ready to Install page, click Install.
Step 17 On the Complete page, click Close.
Step 18 Enable Named Pipes and set the sort order as follows:
a) Open the SQL Server 2014 Configuration Manager.
b) In the left pane, navigate to SQL Native Client 11.0 Configuration (32bit) > Client Protocols.
c) In the right pane, right-click Named Pipes and confirm that Enable is selected.
d) In the Client Protocols Properties window, select Named Pipes and click Move Up or Move down to
change the order of the protocols as follows: Shared Memory, Named Pipes, TCP/IP, and then click OK.
e) In the left pane, navigate to SQL Server Network Configuration > Protocols for MSSQLSERVER.
f) In the right pane, right-click Named Pipes and select Enable.
Step 19 Set the SQL Server's default language to English as follows:
a) From the SQL Server Management Studio, right-click the server and select Properties.
b) Click Advanced.
c) In the Miscellaneous section, set the Default Language to English.
d) Click OK.
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 asselect * from table where date = '2012-04-08
00:00:00' to return data for the wrong date. Handle localization in the client application, such
as Cisco Unified Intelligence Center.
Step 20 Restart the SQL Server service as follow:
a) Navigate to the Windows Services tool.
b) Right-click SQL Server (MSSQLSERVER) and click Stop.
c) Right-click SQL Server (MSSQLSERVER) and click Start.
Step 21 Ensure that the SQL Server Browser is started, as follows:
a) Navigate to the Windows Services tool.
b) Navigate to the SQL Server Browser.
c) Right-click to open the Properties window.
d) Enable the service and change the startup type to Automatic.
What to Do Next
The SQL Server installation disables the Windows Computer Browser service. The ICMDBA requires this
service. If you need to run ICMDBA on this server, enable the Computer Browser service.
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Set Users as System Administrators
Any users who are involved in installing or upgrading a Unified ICM/CCE solution must be added as part of
SQL Server Security login and associated with the System Administrator role. To set a user as a System
Administrator, complete the following steps.
Procedure
Step 1
Step 2
Open the SQL Server Management Studio using the System Administrator login credentials.
In the Object Explorer pane, click the Security folder.
The Security folder expands.
Step 3
Right-click the Logins folder, and then click New Login.
The Login-New view appears.
Step 4
In the Login name field, enter the Windows login name of the user whom you want to associate with the
System Administrator role.
Click OK.
In the Object Explorer pane, click the Server Roles folder.
The Server Roles view appears.
Step 5
Step 6
Step 7
Step 8
Check the sysadmin check box.
Click OK.
The user is now a part of the SQL Security login and is also associated with the System Administrator role.
Install Antivirus Software
All VMs in your contact center require antivirus software. Unified CCE supports the following antivirus
products:
• McAfee VirusScan
• Symantec Endpoint Protection
• Trend Micro Server Protect Version
For information about supported versions, see the Unified CCE Solution Compatibility Matrix at http://
docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE.
Use your antivirus vendor's product documentation for installation instructions, and adhere to the following:
• Update antivirus software manually. Do not enable automatic updates.
• To allow required access to installation program files or folders, perform file-blocking exclusions in the
antivirus product file-and-folder protection rules. For example, to create the exclusions in McAfee
VirusScan:
1 Open the VirusScan console.
2 Right-click Access Protection and select Properties.
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3 In the Anti-virus Standard Protection category, make sure that the rule Prevent IRC communication
is unchecked in the Block column.
• Be aware that in the firewall component of Symantec Endpoint Protection 12.1, the Network Threat
Protection feature must be disabled. The feature is enabled by default. When the feature is enabled, both
sides of a redundant router come up in stand-alone mode which blocks communication between each
side of the router pair. This blocking affects all deployment types.
If you retain the default (enabled) and start services on side A and B of the router, the following Symantec
message appears in the system tray: “The client will block traffic from IP address [side A router address]
for the next 600 seconds.” The same message is also written to the security login client management.
The Symantec Network Threat Protection traffic log indicates that a default firewall rule called “Block_all”
was dynamically enabled. The router logs show that both sides of the router came up in stand-alone
mode.
To resolve the issue, disable the Symantec firewall and restart both sides of the router pair:
1 Double-click the Symantec icon in the system tray and select Change Settings.
2 Configure settings for Network Threat Protection and uncheck the Enable Firewall check box at
the top of the Firewall tab.
Configure a Database Drive
Complete the following procedure for virtual machines that require another hard drive to archive data.
Procedure
Step 1
Step 2
Step 3
Start > All Programs > Administrative Tools > Computer Management.
In the left pane, expand Storage and click Disk Management
On the Disk Management window, in the left pane, right-click Disk 1, and then select Online.
Step 4
Step 5
Right-click Disk 1 again, and select Initialize Desk.
In the Initialize Desk window, for the Use the following partition style for the selected disks: option, choose
the MBR (Master Boot Record) radio button.
To create a new disk partition, right-click the right pane corresponding to Disk 1 and select New Simple
Volume.
In the New Simple Volume Wizard window, ensure that the Format this volume with the following settings:
option is selected.
a) Retain the default file system (NTFS).
b) Retain the default allocation unit size.
c) Enter a name for the Volume label.
d) Check the Perform a quick format check box.
e) Click Next.
f) Click Finish.
The format is complete when the status changes to Healthy.
Step 6
Step 7
The SQL reporting data is stored on this disk.
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CHAPTER
4
Installation
• Installation Task Flow, page 27
• Installation Tasks, page 29
• Update the Java Runtime Environment (Optional), page 57
• Silent installation, page 57
• Cisco Finesse Server Installation, page 58
Installation Task Flow
This section lists the installation tasks for a Unified CCE contact center solution.
Installation procedures for Unified CCE components appear later in this chapter. For the non-Unified CCE
components in your solution, follow the links in the table to access the installation guides for those components.
For the Unified CCE components, the sequence you follow can vary according to the distribution of Unified
CCE components on virtual machines.
Task
See
Ensure that virtual machines are ready for installation Set Up Virtual Machines for Installation, on page
30
Install Unified Communications Manager
Installing Cisco Unified Communications Manager
Install Unified CCE components (Router, Logger,
Administration & Data Servers, peripherals)
Install Unified CCE Component Software, on page
38
Install Outbound Option
Create Outbound Option Database, on page 42
and then see
Outbound Option Guide for Unified Contact Center
Enterprise at http://www.cisco.com/en/US/products/
sw/custcosw/ps524/prod_installation_guides_list.html
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Installation
Installation Task Flow
Task
See
Install Finesse
Cisco Finesse Server Installation, on page 58
or
or
Install CTI OS Server
CTI OS System Manager Guide for Cisco Unified
ICM/Contact Center Enterprise at http://
www.cisco.com/en/US/products/sw/custcosw/ps14/
prod_installation_guides_list.html
or
Cisco Agent Desktop Server
Note
The CTI Toolkit Desktop and Cisco Agent
Desktop are deprecated in Unified CCE
Release 11.0(1). Do not include these
desktops in new deployments. Support for
these desktops will be removed in a future
release.
or
Cisco CAD Installation Guide at http://
www.cisco.com/en/US/products/sw/custcosw/ps427/
prod_installation_guides_list.html
Install Remote Silent Monitor
Cisco Remote Silent Monitoring Installation and
Administration at http://www.cisco.com/en/US/
products/sw/custcosw/ps1844/prod_installation_
guides_list.html
(If deployment does not use Finesse)
CTI OS System Manager Guide for Cisco Unified
ICM/Contact Center Enterprise at http://
www.cisco.com/en/US/products/sw/custcosw/ps14/
prod_installation_guides_list.html
Install CTI OS Agent Desktops
or
Install Cisco Agent Desktops
Note
The CTI Toolkit Desktop and Cisco Agent
Desktop are deprecated in Unified CCE
Release 11.0(1). Do not include these
desktops in new deployments. Support for
these desktops will be removed in a future
release.
or
Cisco CAD Installation Guide at http://
www.cisco.com/en/US/products/sw/custcosw/ps427/
prod_installation_guides_list.html
Install Cisco Unified Intelligence Center
Installation and Upgrade Guide for Cisco Unified
Intelligence Center at http://www.cisco.com/en/US/
products/ps9755/prod_installation_guides_list.html
Install Live Data
Live Data Installation, on page 32
Install Cisco Unified Customer Voice Portal (Unified Installation and Upgrade Guide for Cisco Unified
CVP) 1
Customer Voice Portal at http://www.cisco.com/en/
US/products/sw/custcosw/ps1006/prod_installation_
guides_list.html
Install Unified Contact Center Management Portal
(Unified CCMP)
Installation and Configuration Guide for Cisco
Unified Contact Center Management Portal at http:/
/www.cisco.com/en/US/products/ps7076/prod_
installation_guides_list.html
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Installation
Installation Tasks
Task
See
Install CRM connectors
Cisco Unified CRM Connector Implementation and
Administration Guide for Microsoft CRM, Oracle
PeopleSoft and Salesforce.com at http://
www.cisco.com/en/US/products/ps9117/prod_
installation_guides_list.html
and
Installation and Configuration Guide Cisco Unified
CRM Connector for SAP at http://www.cisco.com/
en/US/products/ps9117/prod_installation_guides_
list.html
1
Install Cisco Unified Web and E-Mail Interaction
Manager
Cisco Unified Web and E-Mail Interaction Manager
Installation Guide at http://www.cisco.com/en/US/
products/ps7236/prod_installation_guides_list.html
Install Cisco SocialMiner
Cisco SocialMiner User Guide at http://
www.cisco.com/en/US/products/ps11349/products_
user_guide_list.html
Install Cisco MediaSense
Installation and Administration Guide for Cisco
MediaSense at http://www.cisco.com/en/US/products/
ps11389/prod_installation_guides_list.html
If you are using IP IVR for self-service and queueing, see Getting
Started with Cisco Unified IP IVR.
Installation Tasks
The following section provides instructions about installing Unified CCE components. For instructions about
installing non-Unified CCE components in a Unified CCE solution, see the links to component-specific
documents in the Installation Task Flow, on page 27.
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Installation
Set Up Virtual Machines for Installation
Set Up Virtual Machines for Installation
Validate Network Adapter Settings and Power On
Procedure
Step 1
Step 2
Step 3
Select the virtual machine (VM) in the vSphere client. Right-click the VM and choose Edit settings.
On the Hardware tab, select each network adapter. Make sure that Connect at power on in the Device Status
group is checked.
Under Network Connection, select the applicable network connection from the Network label drop-down
list:
• Network adapter 1 = Public
• Network adapter 2 = Private
Certain VMs do not require a private network connection. The OVAs for those VMs do not create a
second network adapter.
Close the dialog box.
If you are powering up the VM for the first time, power on the VM and wait for the VM to restart and to apply
customization. The restart can take 5–10 minutes.
Important
Do not press Ctrl-Alt-Delete. If you press Ctrl-Alt-Delete after powering on, the customization
does not take effect, which requires completing the customization manually. For more information,
see the Docwiki page on this topic at http://docwiki.cisco.com/wiki/Recover_from_Pressing_
Ctrl-Alt-Del_During_Power-On .
Note
Step 4
Step 5
Configure Network Cards
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
In the vSphere client, select Start, right-click Network, and select Properties.
Click Change adapter settings.
Rename the Local Area Connection to visible for the Public network card.
Rename the Local Area Connection 2 to private for the Private network card.
On the Network Connections page, press Alt-F to display the Advanced menu.
From the Advanced menu, select Advanced Settings.
Under Adapters and Bindings, sort the connections so that visible is on top, and click OK.
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Configure Private Ethernet Card
Procedure
Step 1
Right-click private and select Properties.
Step 2
Step 3
Step 4
Step 5
Uncheck Client for Microsoft Networks.
Uncheck File and Printer Sharing for Microsoft Networks.
Uncheck Internet Protocol Version 6 (TCP/IPV6).
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
Step 7
Click the Advanced button. Open the DNS tab. Uncheck Register this connection's addresses in DNS.
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.
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.
Click OK twice. Then, click Close.
Step 8
Step 9
Configure Visible Ethernet Card
Procedure
Step 1
Right-click public and select Properties.
Step 2
Step 3
Step 4
Step 5
Step 6
Check Client for Microsoft Networks.
Check File and Printer Sharing for Microsoft Networks.
Uncheck Internet Protocol Version 6 (TCP/IPV6).
Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.
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.
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Live Data Installation
Live Data Installation
Follow this sequence of tasks to install Live Data.
Note
You deploy Live Data on its own VM. Deploying Live Data co-resident with CUIC on a single VM is
not a supported deployment for UCCE 11.0
Sequence
Task
1
Set Deployment Type, on page 37
2
Check that you have created a separate virtual machine for the Live Data primary node and
the Live Data secondary node. See Set Up Virtual Machines, on page 16.
3
Install Live Data Primary Node, on page 32
4
Set Live Data Secondary Node, on page 33
5
Install Live Data Secondary Node, on page 34
6
Upgrade VMware Tools, on page 35
7
Configure Live Data with AW, on page 35
8
Configure Live Data Machine Services, on page 36
9
Configure Live Data Unified Intelligence Center Data Sources, on page 37
10
Restart Live Data
11
Set up Certificates for Live Data, on page 245
Install Live Data Primary Node
Procedure
Step 1
Step 2
Step 3
Mount the ISO image for the software to the virtual machine.
Select the virtual machine and power it on.
Follow the Install wizard, making selections as follows:
a) In the Disk Found screen, click Yes to begin the verification of the media integrity.
b) In the Success screen, select OK.
c) In the Product Deployment Selection screen, select Live Data, and then select OK.
d) In the Proceed with Install screen, select Yes.
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e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
p)
q)
r)
s)
t)
u)
v)
In the Platform Installation Wizard screen, select Proceed.
In the Apply Patch screen, select No.
In the Basic Install screen, select Continue.
In the Timezone Configuration screen, use the down arrow to choose the local time zone that most closely
matches where your server is located. Select OK.
In the Auto Negotiation Configuration screen, select Continue.
In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units.
In the DHCP Configuration screen, select No.
In the Static Network Configuration screen, enter static configuration values. Select OK.
In the DNS Client Configuration screen, select Yes.
Enter your DNS Client Configuration. Select OK.
In the Administrator Login Configuration screen, enter the Platform administration username. Enter
and confirm the password for the administrator. Select OK.
In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization,
Unit, Location, State, and Country. Select OK.
In the First Node Configuration screen, select Yes.
In the Network Time Protocol Client Configuration screen, enter a valid NTP server IP address and
select OK.
In the Security Configuration screen, enter the security password and select OK.
In the SMTP Host Configuration screen, select No.
In the Application User Configuration screen, enter the application username. Enter, and confirm the
application user password. Select OK.
In the Platform Configuration Confirmation screen, select OK. The installation begins and can run
unattended.
• There is a reboot in the middle of the installation.
• The installation ends at a sign-in prompt.
Step 4
Unmount the ISO image.
Set Live Data Secondary Node
You must provide the primary node the address of the secondary node. You do this with the set live-data
secondary command.
Procedure
Step 1
Step 2
Log in to your primary Live Data node.
Run the following command to set the secondary node:
set live-data secondary name
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Related Topics
set live-data secondary, on page 239
Install Live Data Secondary Node
Before You Begin
Procedure
Step 1
Step 2
Step 3
Mount the ISO image for the software to the virtual machine.
Select the virtual machine and power it on.
Follow the Install wizard, making selections as follows:
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
p)
q)
r)
s)
t)
u)
v)
In the Disk Found screen, click Yes to begin the verification of the media integrity.
In the Success screen, select OK.
In the Product Deployment Selection screen, select Live Data, and then select OK.
In the Proceed with Install screen, select Yes.
In the Platform Installation Wizard screen, select Proceed.
In the Apply Patch screen, select No.
In the Basic Install screen, select Continue.
In the Timezone Configuration screen, use the down arrow to choose the local time zone that most closely
matches where your server is located. Select OK.
In the Auto Negotiation Configuration screen, select Continue.
In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units.
In the DHCP Configuration screen, select No.
In the Static Network Configuration screen, enter static configuration values. Select OK.
In the DNS Client Configuration screen, select Yes.
Enter your DNS Client Configuration. Select OK.
In the Administrator Login Configuration screen, enter the Platform administration username. Enter
and confirm the password for the administrator. Select OK.
In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization,
Unit, Location, State, and Country. Select OK.
In the First Node Configuration screen, select No.
In the warning screen, select OK.
In the Network Connectivity Test Configuration screen, select No.
In the First Node Access Configuration screen, enter the host name and IP address of the first node.
Enter and confirm the security password. Select OK.
In the SMTP Host Configuration screen, select No.
In the Platform Configuration Confirmation screen, select OK. The installation begins and can run
unattended.
• There is a reboot in the middle of the installation.
• The installation ends at a sign-in prompt.
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Step 4
Unmount the ISO image.
Upgrade VMware Tools
To ensure that your version of the VMware Tools is current, refresh the installed version of VMware Tools
from the local VMware host on both Live Data nodes.
Procedure
Step 1
Step 2
Step 3
Step 4
Log in to the primary Live Data node.
Run the command to update the VMware Tools: utils
Log in to the secondary Live Data node.
vmtools refresh
Run the command to update the VMware Tools: utils
vmtools refresh
Configure Live Data with AW
This command tells Live Data how to access the primary AW DB and the secondary AW DB. The command
also automatically tests the connection from Live Data to the primary or secondary AW, checks to see if the
configured user has appropriate AW DB access, and reports the results.
You can use the optional skip-test parameter if you do not want the test performed. When you include the
skip-test parameter, no checking is done to see if the configured user has appropriate AW DB access, and no
results are reported.
Before You Begin
Before you can configure Live Data, you must first configure a SQL user (with special permissions) to work
with Live Data, as described in Configure SQL User Account, on page 113.
The SQL administrative user "sa" or a user with sysadmin privileges must then execute the following SQL
queries for the SQL user configured to work with Live Data.
USE master
GO
GRANT CONTROL ON CERTIFICATE :: UCCESymmetricKeyCertificate TO "<user>"
GRANT VIEW DEFINITION ON SYMMETRIC KEY :: UCCESymmetricKey TO "<user>"
Procedure
Step 1
Step 2
Log in to your Live Data server.
Run the following command to configure Live Data with the primary AW DB. The command automatically
tests the connection from Live Data, checks the user permission, and displays results.
(The skip-test parameter is optional; include it only if you do not want the test performed.)
set live-data aw-access primary addr port db user pwd [ skip-test ]
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Step 3
Run the following command to configure Live Data with the secondary AW DB. The command automatically
tests the connection from Live Data, checks the user permission, and displays results.
(The skip-test parameter is optional; include it only if you do not want the test performed.)
set live-data aw-access secondary addr port db user pwd [ skip-test ]
You can also optionally run the following command at any time to show and test the AW configuration that
you set from Live Data to the primary and secondary AW DBs.
(The skip-test parameter is optional; include it only if you do not want the test performed.)
show live-data aw-access [ skip-test ]
Related Topics
set live-data aw-access, on page 238
show live-data aw-access, on page 239
Configure SQL User Account, on page 113
Configure Live Data Machine Services
This command tells the AW where your Live Data machine services are located.
Procedure
Step 1
Step 2
Log in to your Live Data server.
Run the following command to configure the Live Data machine services:
set live-data machine-services awdb-user awdb-pwd
Use the user@domain format to specify the AW database domain user with write-access permission. The
domain is a fully qualified domain name (FQDN), and the username is a user principal name. You must be
authorized to change Unified CCE configuration.
Note
• The Machine Services table is autopopulated with the Router and Peripheral Gateway (PG) TIP
connection information. This enables the Live Data server to establish a connection, and receive
agent and call events as they occur.
The connection information is autopopulated only if your deployment supports Live Data. To
set the deployment type, see Set Deployment Type, on page 37.
• Currently, only Cisco Unified Communications Manager (CUCM) type PG and generic PGs
with CUCM peripherals are supported for Live Data.
Related Topics
set live-data machine-services, on page 244
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Configure Live Data Unified Intelligence Center Data Sources
This command tells Unified Intelligence Center how to access Live Data.
Procedure
Step 1
Step 2
Log in to your Live Data server.
Run the following command to configure your Live Data Unified Intelligence Center data sources:
set live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd
Related Topics
set live-data cuic-datasource, on page 242
Set Deployment Type
Before you install or upgrade Live Data you must set the deployment type.
Note
You can use Live Data only on the following deployment types: UCCE 8000 Agents Router/Logger,
UCCE 12000 Agents Router/Logger, and UCCE 4000 Agents Rogger.
Procedure
Step 1
Step 2
Navigate to Unified CCE Administration > System > Deployment.
Select your deployment from the drop-down menu and click Next.
Set Up Certificates for Live Data
If you use HTTPS for secure Finesse, Cisco Unified Intelligence Center, and Live Data server-to-server
communication, you must set up security certificates. For the Finesse and Cisco Unified Intelligence Center
servers to communicate with the Live Data server, you must import the Live Data certificates and Cisco
Unified Intelligence Center certificates into Finesse, and the Live Data certificates into Cisco Unified
Intelligence Center.
For complete information, see Certificates for Live Data, on page 245
.
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Install Unified CCE Component Software
Install Unified CCE Component Software
Procedure
Step 1
Step 2
Step 3
Mount the Unified CCE Installer ISO image to the virtual machine. For more information, see Mount and
Unmount ISO Files, on page 18.
Open the ICM-CCE-CCHInstaller and click Next.
Select Fresh Install and click Next.
The installer program proceeds through a series of screens on which you specify information.
If you are installing a Unified CCE Logger and intend to deploy Outbound Option, select the Enable
Outbound Option box as you progress through the Add Logger screens.
Note
Select the Syslog box to enable Syslog
service.
Reboot the server when the installation is complete.
Note
Step 4
Set up Organizational Units
Add a Domain
Use the Domain Manager tool to add a domain.
Procedure
Step 1
Step 2
Open the Domain Manager tool and under Domains, click Select.
You can add domains through the Select Domains dialog box, or you can add a domain manually if the target
domain cannot be detected automatically.
To add domains by using the controls in the Select Domains dialog box:
a) In the left pane under Choose domains, select one or more domains.
b) Click Add to add the selected domains, or click Add All to add all the domains.
To add a domain manually:
a) In the field under Enter domain name, enter the fully qualified domain name to add.
b) Click Add.
c) Click OK.
Add Organizational Units
Use the Domain Manager tool to create the Cisco root Organizational Unit (OU) for a domain, and then create
the facility and instance OUs.
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Installation
Set up Organizational Units
The system software always uses the root OU named Cisco_ICM. You can place the Cisco_ICM OU at any
level within the domain where the Unified ICM Central Controller is installed. The system software components
locate the root OU by searching for this name.
The user who creates the Cisco Root OU automatically becomes a member of the Setup Security Group for
the Cisco Root OU. In effect, this user is granted privileges to all Unified CCE tasks in the domain.
Procedure
Step 1
Step 2
Step 3
Open the Domain Manager tool and log in to an administrator account in the domain.
Choose the domain.
If this OU is the first instance, add the Cisco_ICM root:
a) Under Cisco root, click Add.
b) Select the OU under which you want to create the Cisco root OU, then 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 you selected. You can now add the facility.
Step 4
Add the facility OU:
a) Select the Cisco Root OU under which you want to create the facility OU.
b) In the right pane, under Facility, click Add.
c) Enter the name for the Facility, and click OK.
Step 5
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 pane, under Instance, click Add.
c) Enter the instance name and click OK.
Step 6
Click Close.
Add Users to Security Groups
To add a domain user to a security group, use this procedure. The user is then granted the user privileges to
the functions that are controlled by that security group.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Open the Domain Manager tool and select the Security Group you want to add a user to.
Under Security group, click Members.
Under Users, click Add.
Select the domain of the user you want to add.
(Optional) In the Optional Filter field, choose to further filter by the Name or User Logon Name, apply the
search condition, and enter the search value.
Click Search.
Select the member you want to add to the Security Group from the search results.
Click OK.
Set Up Unified CCE Central Controller Components
Add Unified CCE Instance
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Open the Unified CCE Web Setup tool.
Sign in as a domain user with local Administrator rights.
Click Instance Management, and then click Add.
On the Add Instance page, from the drop-down list, choose the customer facility and instance.
Enter an instance number.
The same instance name can occur more than once in a domain, so the instance number provides the uniqueness.
The instance number must be between 0 and 24. The instance number must match for the same instance across
your entire deployment. For an Enterprise (single instance) deployment, select 0 unless there are reasons to
select another value.
Step 6
Click Save.
Create Component Databases
To improve database performance, ICM uses a reduced fill factor from previous releases for the index pages
in every table of the Logger, AW, and HDS databases.
Create Logger Database
Perform this procedure on the Side A and Side B Loggers.
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Procedure
Step 1
Step 2
Step 3
Step 4
Open the ICMDBA tool, and click Yes at any warnings that display.
Navigate to Server > Instance.
Right-click the instance name and choose Create to create the logger database.
In the Select Component dialog box, choose the logger you are working on (Logger A or Logger B). Click
OK.
Step 5
At the prompt, “SQL Server is not configured properly. Do you want to configure it now?”, click Yes.
On the Configure page, in the SQL Server Configurations pane check Memory (MB) and Recovery Interval.
Click OK.
On the Stop Server page, click Yes to stop the services.
In the Select Logger Type dialog box, choose Enterprise. Click OK to open the Create Database dialog box.
Step 6
Step 7
Step 8
Step 9
Create the Logger database and log as follows:
a) In the DB Type field, choose the Side (A or B).
b) In the region field, choose your region.
c) In the Storage pane, click Add.
d) In the Create Database dialog box, click Add to open the Add Device dialog box.
e) Click Data.
f) Choose the drive on which you want to create the database, for example, the E drive.
g) For the Size field, consider whether to choose the default (which is 1.4GB, a fairly minimal size) or
calculate a value appropriate for your deployment by using the Database Size Estimator Tool. If you
calculate the value, enter it here.
h) Click OK to return to the Create Database dialog box.
i) Click Add again.
j) In the Add Device dialog box, click Log.
k) Choose the drive where you created the database.
l) In the Size field, choose the default setting or, if you calculated an appropriate size for your deployment,
enter that value.
m) Click OK to return to the Create Database dialog box.
Step 10 In the Create Database dialog box, click Create, then click Start.
Step 11 When you see the successful creation message, click OK and then Close.
Create HDS Database
Perform this procedure on the Administration & Data Server on which you want to create the HDS database.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Open the ICMDBA tool, and click Yes at any warnings that display.
Navigate to Servers > Instances.
Right-click the instance name and choose Create.
In the Select Component dialog box, choose Administration & Data Server. Click OK.
At the prompt “SQL Server is not configured properly. Do you want to configure it now?”, click Yes.
On the Configure dialog box, click OK.
On the Select AW Type dialog box, choose Enterprise. Click OK to open the Create Database dialog box.
Create the HDS database as follows:
a) From the DB Type drop-down list, choose HDS.
b) Click Add.
c) On the Add Device dialog box, select Data.
d) From the Available Drives list, choose the drive on which you want to install the database.
e) In the Size field, you can leave the default value or enter an appropriate size for your deployment.
Note
You can use the Database Size Estimator Tool to calculate the appropriate size for your deployment.
f)
g)
h)
i)
j)
k)
Click OK to return to the Create Database dialog box.
Click Add.
On the Add Device dialog box, select Log.
From the Available Drives list, choose the drive on which you created the database.
In the Size field, you can leave the default value or enter an appropriate size for your deployment.
Click OK to return to the Create Database dialog box.
Step 9 On the Create Database dialog box, click Create and then click Start.
Step 10 When you see the successful creation message, click OK and then click Close.
Create Outbound Option Database
Outbound Option uses its own SQL database on the Logger. Perform the following procedure on the Side A
Logger only.
After you complete this procedure, see the Outbound Option Guide for Unified Contact Center Enterprise at
http://www.cisco.com/en/US/products/sw/custcosw/ps524/prod_installation_guides_list.html.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Open the ICMDBA tool and click Yes to any warnings.
Navigate to Servers > <Logger Server> > Instances > <Unified CCE instance> > LoggerA. Right-click
the instance name and select Database > Create.
On the Stop Server message, click Yes to stop the services.
In the Create Database dialog box, click Add to open the Add Device dialog box. Click Data, and choose the
E drive. Leave the DB size with default value and click OK to return to the Create Database dialog box.
In the Add Device dialog box, click Log. Choose the desired drive. Leave the log size field with default value,
and click OK to return to the Create Database dialog box.
In the Create Database dialog box, click Create, and then click Start. When you see the successful creation
message, click OK and then click Close.
Add Components to Unified CCE Instance
Add Logger Component to Instance
Perform this procedure on the Side A and Side B Loggers.
Procedure
Step 1
Step 2
Step 3
Step 4
Open the Web Setup tool.
Choose Component Management > Loggers. Click Add, and then choose the instance.
On the Deployment page, select the Logger (A or B). Click Duplexed, and then click Next.
On the Central Controller Connectivity page, enter the host names for Sides A and B for the Router Private
Interface and Logger Private Interface. Then, click Next.
Step 5 On the Additional Options page, click Display Database Purge Configuration Steps.
Step 6 Select the Enable Outbound Option box if you are installing a Unified CCE Logger and intend to deploy
Outbound Option.
Step 7 Select the Syslog box to enable the Syslog event feed process (cw2kfeed.exe).
Note
The event feed is processed and sent to the Syslog collector only if the Syslog collector is configured.
For more information about the Syslog event feed process, see the Serviceability Guide for Cisco
Unified ICM/Contact Center Enterprise at http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-contact-center-enterprise/
products-installation-and-configuration-guides-list.html.
Step 8 If an external AW-HDS-DDS exists in the deployment, check Enable Historical/Detail Data Replication.
If no external AW-HDS-DDS exists in the deployment, leave Enable Historical/Detail Data Replication
unchecked.
Step 9 Check Display Database Purge Configuration Step, and click Next.
Step 10 On the Data Retention page, modify the Database Retention Configuration table:
a) For these tables, set the retention period to 40 days:
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• Application_Event
• Event
• Network_Event
• Route_Call_Detail
• Route_Call_Variable
• Termination_Call_Detail
• Termination_Call_Variable
b) Accept the default settings for all other tables. If your contact center requires access to any of that data
for a longer period, enter an appropriate value.
Step 11 Click Next.
Step 12 On the Data Purge page, configure purges for a day of the week and a time when there is low demand on the
system.
Step 13 Accept the default Automatic Purge at Percent Full.
Step 14 Click Next.
Step 15 Review the Summary page, and click Finish.
Add Router Component to Instance
Perform this procedure for Side A and Side B Routers.
Procedure
Step 1
Step 2
Step 3
In the Web Setup tool, select Component Management > Routers.
Click Add to set up the Call Router.
In the Deployment dialog, select the appropriate side.
Step 4
Step 5
Click Duplexed, and then click Next.
In the Router Connectivity dialog, configure the Private Interface and Public (Visible) Interfaces. Click Next.
Step 6
In the Enable Peripheral Gateways dialog, enter 1-2 in the Enable Peripheral Gateways field. Click Next.
Step 7
In the Router Options dialog, the Enable Quality of Service (QoS) is enabled by default. Click Next.
Keep QoS enabled for all Unified CCE Private network traffic. For most deployments, disable QoS for the
Visible (public) network traffic. For more details, refer to the appropriate section in the Cisco Unified Contact
Center Enterprise Design Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/products-implementation-design-guides-list.html.
Step 8
In the Router Quality of Service dialog, click Next.
Step 9
In the Summary dialog, make sure that the Router summary is correct, then click Finish.
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Add Administration & Data Server Component to Instance
Follow this procedure for all types of Administration & Data Servers:
• Configuration-Only Administration Server—Supports configuration changes only. Does not support
reporting.
• Administration Server and Realtime Data Server (AW)—Supports configuration changes and real-time
reporting. Does not support historical reporting.
• Administration Server, Realtime and Historical Data Server, and Detail Data Server
(AW-HDS-DDS)—Supports configuration and real-time and historical reporting, including call detail
and call variable data.
Not all fields apply to all server types.
Note
Data from the Config_Message_Log table is replicated from the Logger database to the AW database; you can
use the AW database for auditing purposes. When you add the Administration & Data Server component, the
retention period for the Config_Message_Log table in the AW database defaults of 90 days. To change the retention
period, modify the following registry key: Cisco Systems, Inc.\ICM\<instancename>\Distributor
\RealTimeDistributor\CurrentVersion\Recovery\CurrentVersion\Purge\Retain\System\ConfigMessageLog.
Procedure
Step 1
Step 2
Step 3
Step 4
Open the Web Setup tool.
Select Component Management > Administration & Data Servers. Click Add.
On the Deployment page, choose the current instance.
On the Add Administration & Data Servers page, configure as follows:
a) Click Enterprise.
b) Select the deployment size:
Administration & Data Server type
Choose
Administration Server and Real-Time Data Server (AW)
Small to Medium Deployment Size
Configuration-Only Administration Server
Administration Server, Real-Time and Historical Data
Server, and Detail Data Server (AW-HDS-DDS)
Administration Server and Real-Time and Historical Data Large Deployment Size
Server (AW-HDS)
Historical and Detail Data Server (HDS-DDS)
c) Click Next.
Step 5
On the Server Role in a Small to Medium Deployment or Server Role in a Large Deployment page, select
one of the following options:
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• Administration Server and Real-time Data Server (AW)
• Configuration-Only Administration Server
• Administration Server Real-time and Historical Data Server, and Detail Data Server (AW-HDS-DDS).
Step 6
Step 7
Click Next.
Designate the primary and secondary servers for Side A or Side B.
To designate the Side A servers, on the Administration & Data Servers Connectivity page for Side A:
a) Click the radio button for Primary Administration & Data Server.
b) In the Secondary Administration & Data Server field, enter the hostname for the Side B server.
c) In the Primary/Secondary Pair (Site) Name field, enter UCCE.
d) Click Next.
To designate the Side B servers, on the Administration & Data Servers Connectivity page for Side B:
If you select a server role that includes an HDS, the Secondary Administration & Data Server radio
button is dimmed because an HDS is only supported on a Primary Administration & Data Server.
Continue with Step 8.
Click the radio button for Secondary Administration & Data Server.
In the Primary Administration & Data Server field, enter the hostname for the Side A server.
In the Primary/Secondary Pair (Site) Name field, enter UCCE.
Click Next.
Note
a)
b)
c)
d)
Step 8
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 9
On the Central Controller Connectivity page, configure as follows:
a) For Router Side A, enter the Call Server Side-A Public Interface or, for an external server, enter the IP
address of the Unified CCE Call Server A.
b) For Router Side B, enter the Call Server Side-B Public Interface or, for an external server, enter the IP
address of the Unified CCE Call Server B.
c) For Logger Side A, enter the Data Server Side-A Public Interface or, for an external server, enter the IP
address of the Unified CCE Data Server A.
d) For Logger Side B, enter the Data Server Side-B Public Interface or, for an external server, enter the IP
address of the Unified CCE Data Server B.
e) Enter the Central Controller Domain Name.
f) Select Central Controller Side A Preferred or Central Controller Side B Preferred.
g) Click Next.
Step 10 Review the Summary page, and then click Finish.
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Set up Peripheral Gateways
To set up all the following types of Peripheral Gateways (PG), complete the procedures in this section:
• Cisco Unified Communications Manager PG (CUCM PG)
• Voice Response Unit PG (VRU PG)
• Media Routing PG (MR PG)
• Unified CCE Gateway PG (UCC Enterprise Gateway PG)
Configure Peripheral Gateways
Follow this procedure to complete the first portion of PG configuration. After this procedure, you add a
peripheral to the PG; you cannot save the configuration unless there is at least one peripheral in the
configuration.
Not all fields apply to all PG types.
Procedure
Step 1
Step 2
Step 3
Open the PG Explorer tool.
Click Retrieve, then click Add PG.
Complete the Logical Controller section as follows:
a) Logical Controller ID—Leave blank. This value is generated automatically when the record is saved.
b) Physical Controller ID—Leave blank. This value is generated automatically when the record is saved.
c) Name—Enter a unique enterprise name for the PG.
d) Client Type—Select as follows from the drop-down list:
• For a CUCM PG: CUCM
• For a VRU PG: VRU
• For an MR PG: MR
• For a UCC Enterprise Gateway PG: UCC Enterprise Gateway
e) Configuration Parameters—Leave blank.
f) Description—Enter any other information about the PG. Configuration Manager copies this value to the
description fields of the logical interface controller, physical interface controller, peripheral, and (if
applicable) the routing client records.
g) Physical Controller Description—Enter a description for the physical controller.
h) Primary CTI Address—Enter the address for the primary CTI server. Make this entry in the form of <IP
address or server name where the CTI server is installed>: <Client Connection Port Number>.
i) Secondary CTI Address—Enter an address for a secondary CTI server (for duplexed systems).
j) Reporting Interval—Select the 15 or 30 Minute reporting interval option (default is 30 Minute). Unified
CCE software stores historical information in either half-hour or 15-minute summaries (but not both),
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based on the reporting interval value that you set. The Router sends these records to the Logger, which in
turn writes them to the Central Database.
Step 4
Do not exit the PG Explorer tool. You add a peripheral to the PG and save the configuration in the next
procedure.
Add Peripherals to Peripheral Gateways
Fields can vary according to PG type.
Procedure
Step 1
Step 2
With the PG record open in the PG Explorer tool, highlight the PG icon in the tree hierarchy in the lower-left
corner of the window.
On the Peripheral tab, enter the following:
a) Name—Enter a unique enterprise name for this peripheral.
b) Peripheral Name—Enter the name of the peripheral as it is known at the site. Unlike the Enterprise Name
field, the value of this field does not have to be unique. For example, at each site you can label the
peripherals Switch1, Switch2, and so forth.
c) Client Type—Select as follows:
• For a CUCM PG: CUCM
• For a VRU PG: VRU
• For an MR PG: MR
• For a UCC Enterprise Gateway PG: UCC Enterprise Gateway
d) Location—Enter the peripheral's location, for example, the name of a city, building, or department.
e) Abandoned Call Wait Time—Enter the minimum time (in seconds) an incoming call must be queued
before being considered an abandoned call if the caller hangs up.
f) Configuration Parameters—As desired, enter a string containing any parameters that must be sent to
the device to initialize it. In most cases, you leave this field blank.
g) Peripheral Service Level Type—The default type of service level calculation that the peripheral performs
for its associated services. Select Calculated by Call Center.
h) Call Control Variable Map—As desired, enter a string that describes the mappings of the peripheral call
control variables to Unified CCE call control variables.
i) Agent Phone Line Control—Specify one of the following agent phone line control options:
• Single Line: Enables single-line monitoring and reporting (default).
• All Lines: Enables multiline monitoring and reporting.
j) NonACD Line Impact—Specify one of the following nonACD line impact options:
• Available Agent Goes Not Ready: Agent state is set to Not Ready with a system reason code when
the agent answers or calls out on a secondary line while in the Available or Not Ready state.
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• Available Agent Stays Available: Agent state is unchanged when agent is on a call on a secondary
line.
k) Description—As desired, enter any additional information about the peripheral.
l) Default Desk Settings—Select as follows:
• For a CUCM PG: Select the Agent Desk Settings that you created earlier
• For a VRU PG: None
• For an MR PG: None
• For a UCC Enterprise Gateway PG: None
m) Enable Post Routing—Check this check box to enable the Unified Communications Manager peripheral
to send route requests to the Router. When you check this check box, the Routing Client tab is enabled.
Step 3
On the Advanced tab, enter the following:
a) Available Holdoff Delay—Set this field to zero.
b) Answered Short Calls Threshold—Maximum duration, in seconds, for a short call. Any calls with a
duration below the threshold are considered short. You can choose to exclude short calls from handle
times you calculate.
c) Network VRU—The type of network VRU. Select as follows:
• For a CUCM PG: None
• For a VRU PG: Select the corresponding Network VRU that you created earlier.
• For an MR PG: Select the Type 2 Network VRU that you created earlier.
• For a UCC Enterprise Gateway PG: None
d) Agent Auto-Configuration—Not supported for Unified CCE. Leave this option disabled.
e) Internal IPTA Only—Be sure that you check this check box for the Unified CCE System PG.
f) Agent Targeting Mode—Determines how the Router builds the labels. Select Rule Preferred.
When this check box is checked, only the local PG can target agents on the PG. The Router uses the skill
group IPTA configuration to select agents. When this check box is unchecked, for calls routed between
different PGs, the Router picks the agent (which minimizes the benefit of the Unified CCE System PG).
Unchecking the check box also requires the creation of more device targets.
Step 4
On the Agent Distribution tab, enter the following:
a) Enable Agent Reporting—Check to allow Unified CCE reporting on agents.
b) Agent Event Detail—Enables label text (as opposed to numeric) Not Ready Reason Code reporting.
c) The Agent Distribution Entries section of this tab contains entries for agent Administration & Data Servers
available for distributing agent report data for the selected peripheral. Click New, then define the values
in the Currently Selected site section of this tab as follows:
• Administration & Data Server site name: The name of the currently selected site in the agent
distribution entries list. For MR PGs, do not specify a name for this field.
• Agent real time data: Check to enable the flow of agent real-time data from the peripheral to the
Administration & Data Server. Uncheck to disable the flow of agent real-time data.
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• Agent historical data: Check to enable the flow of agent historical data from the peripheral to the
Administration & Data Server. Uncheck to disable the flow of agent historical data.
Step 5
On the Routing Client tab, enter the following:
a) Name—An enterprise name for this routing client. The name must be unique among all routing clients in
the enterprise.
b) Timeout threshold—The maximum time, in milliseconds, the routing client can wait for a response to a
routing request.
c) Late threshold—The threshold value, in milliseconds, for classifying responses as late. Any response
that exceeds this threshold is considered late even if it does not exceed the Timeout threshold.
d) Timeout limit—The maximum time, in seconds, for which the routing client waits for a response. If the
routing client receives no responses from the Unified CCE system within this limit, it terminates routing
operation.
e) Default media routing domain—Enter Logical ID, Physical ID, and Peripheral ID.
f) Default call type—Use this call type for any route request that does not match a defined call type mapping.
The drop-down list contains all configured call types. The Unified CCE uses the default call type for any
routing request from the routing client that does not otherwise map to a call type. If you do not define a
default call type for the routing client, the Unified CCE uses a general default call type if you define one
through the System Information command.
g) Configuration parameters—Leave blank.
h) Dialed Number/Label map—Indicates whether only specific labels are valid for each dialed number
associated with this routing client (when selected) or whether all labels associated with the routing client
are valid for any dialed number (when not selected). Leave unchecked.
i) Client Type—Select as follows from the drop-down list:
• For a CUCM PG: CUCM
• For a VRU PG: VRU
• For an MR PG: MR
• For a UCC Enterprise Gateway PG: UCC Enterprise Gateway
j) Description—More information about the routing client.
k) Network routing client—A name used to associate routing clients across instances.
l) Network transfer preferred—If this check box is checked, indicates that network transfer is preferred.
When the target of a call is reachable by both a label defined for the requesting routing client and by
another label defined for the network routing client that prerouted the call, this option indicates which
choice is preferred.
Step 6
Step 7
Click Save.
Record the Logical Controller ID and Peripheral ID for subsequent use in setting up the PG.
Configure Peripheral Gateways
For MR PGs, be aware that you can only set up two PGs per server. Also consider the impact to overall
performance. For Outbound Option, configure one peripheral for each Dialer on the MR PG.
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Procedure
Step 1
Step 2
Step 3
Step 4
Open the Peripheral Gateway Setup Tool.
Select the instance.
Click Add in the Instance Components section.
Enable the PG on both sides of the Router if you did not enable the PG when you added the Routers:
a) Open the Web Setup Tool for each Router machine and select Routers in the left pane of the page.
The Router List page opens.
b) Check the check box of the Router you want to edit, and click Edit.
c) Proceed through the Edit Router pages until you come to the page where you enable the PG. Add the PG
number or range and click Finish.
Step 5
Return to the Peripheral Gateway Setup Tool and complete the following steps in the Peripheral Gateway
Properties dialog box.
a) Choose Production Mode. Do not set the Auto Start feature until after the installation is complete.
b) Specify whether the PG is part of a duplexed pair.
c) In the ID field, select from the drop-down list the PG device number as enabled in the Router.
d) If the PG is duplexed, specify whether you are installing Side A or Side B. If the PG is simplexed, select
Side A.
e) In the Client Type Selection section of the window, select the client type:
• For a CUCM PG: CUCM
• For an MR PG: MR
• For a VRU PG: VRU
• For a UCC Enterprise Gateway PG: UCC Enterprise Gateway
Step 6
Step 7
Step 8
Click Add.
Enter the Logical Controller ID generated when you configured the PG. Click Add and select PIM 1 from
the list.
Configure the PG properties:
a) To put the PIM into service, check the Enabled option. Enabling the PIM allows it to communicate with
the peripheral when the Peripheral Gateway is running.
b) Enter the peripheral name in the Peripheral name field. In most cases, the enterprise name from the
associated Peripheral record is the most appropriate name to use. When creating peripheral names, use
short descriptive names and keep the length to a minimum.
c) Enter the Peripheral ID that you created when you configured the PG.
d) (MR PG) In Application Hostname (1), enter the hostname or the IP address of the multichannel application
server machine. If you are configuring the Outbound Option PIM, enter the IP address or hostname of the
BA_IP Dialer.
e) (MR PG) In Application Connection Port (1): for Outbound Option, enter the connection port for the
BA_IP Dialer to use. Otherwise, accept the default port number (38001) on the application server machine
that the PIM uses to communicate with the application.
f) If two applications interact with the Unified CCE, in Application Hostname (2), enter the hostname or the
IP address of the second application server machine. If you are using the hostname, the name must be in
the hosts file.
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g) If two applications interact with the Unified CCE, in Application Connection Port (2), enter the port number
on the second application server machine that the PIM uses.
h) For Heartbeat Interval (seconds), specify how often the PG checks its connection to the call server. Use
the default value.
i) For Reconnect Interval (seconds), specify how often the PG should try to reestablish a lost connection to
the call server. Use the default value.
j) Click OK.
Step 9
From the Peripheral Gateway Component Properties window, click Next. The Device Management
Protocol Properties window appears.
a) Enter the appropriate settings and click Next. The Peripheral Gateway Network Interfaces window
appears.
b) Enter the appropriate settings and click Next. The Check Setup Information window appears.
Step 10 Verify the setup information and click Next.
Step 11 When the Setup Complete window appears, click Finish.
Install JTAPI Client on Unified Communications Manager PG
After setting up the Unified Communications Manager PG, you must install the Cisco JTAPI Client so that
the PG can communicate using JTAPI with the Unified Communications Manager. You install the Cisco
JTAPI Client from Unified Communications Manager Administration.
Procedure
Step 1
Step 2
Open a browser window on the PG machine.
Step 4
Enter the URL for the Unified Communications Manager Administration utility: http://<Unified
Communications Manager machine name>/ccmadmin.
Enter the username and password that you created when installing and configuring the Unified Communications
Manager.
Choose ApplicationPlugins. Click Find.
Step 5
Step 6
Step 7
Step 8
Step 9
Click the link next to Download Cisco JTAPI for Windows. Download the 32 bit version only.
Choose Save and save the file to a location of your choice.
Open the installer.
In the Security Warning box, click Yes to install.
Choose Next or Continue through the remaining Setup screens. Accept the default installation path.
Step 3
Step 10 Click Finish.
Step 11 Reboot the machine.
Set up CTI Server
Use the PG Setup tool to set up a CTI Server.
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Add CTI Server Component
Procedure
Step 1
Step 2
In the PG Setup dialog box, in the left column under ICM Instances, select an instance.
Click Add in the Instance Components section.
The ICM Component Selection dialog box opens.
Step 3
Click CTI Server.
The CTI Server Properties dialog box opens.
Set CTI Server Properties
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In the CTI Server Properties dialog box, check Production mode and Auto start at system startup unless
your Unified CCE support provider tells you otherwise. These settings set the CTI Server Service startup type
to Automatic, so the CTI Server starts automatically when the machine starts up.
Check the Duplexed CTI Server option if you are configuring redundant CTI Server machines.
In the CG Node Properties section, the numeric portion of the CG node ID must match the PG node ID (for
example, CG 1 and PG 1).
The ICM system ID is the Device Management Protocol (DMP) number of the PG associated with the CTI
Gateway. Generally this number is the number associated with the CG ID in step 3.
If the CTI Server you add is duplexed, specify which Side you are setting up: Side A or Side B. If the CTI
Server is simplex, choose Side A.
Click Next.
The CTI Server Component Properties dialog box opens.
Set CTI Server Component Properties
Procedure
Step 1
In the CTI Server Component Properties dialog box, setup automatically generates a Client Connection Port
Number. You can use this value or change to a standard port number. Clients use this port number to connect
to the CTI Server.
If you have multiple nodes running on a single machine, each must use a different port number.
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Step 2
Step 3
If you require that an agent is logged in to the client before the client receives events from the CTI Server,
check the Agent Login Required for Client Events box. When you check this box, clients are prevented
from accessing data for other agents.
Click Next.
The CTI Server Network Interface Properties dialog box opens.
Set CTI Server Network Interface Properties
Procedure
Step 1
Step 2
In the CTI Server Network Interface Properties dialog box, in the PG public interfaces section, enter the
public network addresses for the PGs associated with the CTI Server.
In the CG private interfaces section, enter the private network addresses of the CTI Server.
Step 3
In the CG visible interfaces section, enter the visible network addresses of the CTI Server.
Step 4
Click Next.
The Check Setup Information window opens.
Complete CTI Server Setup
Procedure
Step 1
Step 2
Step 3
Step 4
In the Check Setup Information window, ensure that the settings displayed are as you intended. If you want
to modify any settings before proceeding, use the Back button.
When the settings are correct, click Next.
The final screen displays and asks whether you want to start the Node Manager now.
Click Finish to exit setup (and optionally start the Node Manager).
If you choose to start it, the Node Manager automatically starts the other Unified CCE processes on the CTI
Server.
Install Unified CCE Administration Client
Install Administration Client
Do not install the Administration Client on a system that already has other Unified CCE software installed;
the Administration Client must reside on a standalone machine.
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Procedure
Step 1
Navigate to the AdminClientInstaller directory and double-click the setup.exe program.
The Administration Client Installer program proceeds through a series of screens on which you specify
information.
Step 2
When the installation is complete, reboot the server.
Set up Administration Client
You cannot run the Administration Client Setup tool remotely through a browser. Run the tool on the local
machine.
Before You Begin
Any user who is a local administrator on the machine and a domain user can log in. However, to view the
lists and to perform tasks with the Administration Client Setup tool, you must have the following permissions:
• Administrator on the local machine
• Either a domain administrator or a member of at least one Setup security group in the machine domain.
If you cannot add an Administration Client instance on a Windows 7 system, check whether Cisco Security
Agent is installed. Cisco Security Agent is deprecated, uninstall it if you find it on a system.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Open the Administration Client Setup tool.
Sign in as a domain user with local Administrator rights.
Click Instance Management, and then click Add.
On the Add Instance page, from the drop-down list, choose the customer facility and instance.
Enter an instance number.
The same instance name can occur more than once in a domain, so the instance number provides the uniqueness.
The instance number must be between 0 and 24. The instance number must match for the same instance across
your entire deployment. For an Enterprise (single instance) deployment, select 0 unless there is a reason to
choose another value.
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Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Click Save.
Select Component Management > Administration Clients.
Click Add.
Select an instance for the Administration Client from the drop-down list.
Click the radio button for your Administration Client type.
Enter the hostname or IP address of the Primary and Secondary Administration & Data Servers. If you have
only one Administration & Data Server, specify it for both Primary and Secondary Administration & Data
Servers; both fields are required
Step 12 Click Save.
Install Unified CCE Language Pack
Run the Language Pack Installer to install any of the following non-English localized files for the Script
Editor:
• French (France)
• French (Canada)
• Japanese
• Chinese (Simplified)
Before You Begin
If you install Unified CCE on a multilingual version of Windows Server 2012 R2, run the MUI language pack
to install localized Script Editor user interfaces. See http://www.microsoft.com/OEM/en/installation/downloads/
Pages/Windows-Server-2012-Language-Packs.aspx#fbid=EwmxpS7EfPf.
Note
If the Unified CCE language pack is applied on a Chinese Windows machine, set the screen resolution to
1600 x 1200.
Procedure
Step 1
Step 2
Step 3
Go to the Download Software page and log in using your Cisco.com credentials.
Download the Language Pack installer.
Open the installer and follow the instructions.
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Update the Java Runtime Environment (Optional)
Update the Java Runtime Environment (Optional)
The main Unified CCE Installer installs the Java Runtime Environment (JRE) to a default location (for example,
C:\Program Files (x86)\Java\jre1.7.0_51) and creates a JAVA_HOME environment variable set to that location.
In most circumstances, you do not need to modify or configure the JRE after the Unified CCE installation.
For information on the version installed, see the Java requirements in the Unified CCE Solution Compatibility
Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE.
If you have requirements for a different version of the JRE, you can update the JRE installed by the Unified
CCE installation.
To update the Unified CCE JRE to a later version:
1 Review the see the Java requirements in the Unified CCE Solution Compatibility Matrix to confirm that
Unified CCE supports the JRE version you want to install.
2 Follow the Oracle JRE installer procedure to install the JRE to the VM on which your Unified CCE
components are installed.
3 Set the JAVA_HOME environment variable to the location of the new JRE.
4 Restart the virtual machine.
When you have completed the update to the new JRE version, uninstall the old JRE.
Note
The ICM-CCE-CCHInstaller installs JRE 1.7, build 51 during the installation. If an older version of JRE
is currently installed on the deployment machine, it will not be uninstalled by the installer.
Silent installation
In certain situations, such as when a system administrator wants to install or upgrade software automatically
on multiple systems simultaneously, a silent installation is preferable to running an installation wizard. You
can run a silent installation when performing a fresh install or an upgrade.
Silent installation prerequisites
Before running a silent installation, complete the following tasks:
• Stop all applications that are running on the system.
• By default, silent installation assumes the following parameter: Install on Drive C.
To override this default, edit the ICMCCSilentsetup.ini file in the ICM-CCE-CCH Installer directory.
• Mount the ISO image to the target machine, and make the following edits on the target machine:
◦If you are performing a Technology Refresh upgrade, change the szInstallType from 0 to 1. The
default value of 0 is for a Fresh Install.
◦If you are performing a Technology Refresh upgrade, provide a path for the
szExportedRegistryPath parameter.
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◦To change the drive on which you are installing the application, change the szDrive parameter.
Replace C with the drive where you want to install.
◦If you do not want to apply SQL Security Hardening, change the line that reads szSQLSecurity=1
to szSQLSecurity=0.
Note
You can apply SQL Security Hardening during the installation, or you can use the Security Wizard to
apply it after the install.
Perform a silent installation
Procedure
Step 1
Step 2
Step 3
Mount the Installation ISO image to the target machine.
From a command prompt window, navigate to the ICM-CCE-CCH Installer directory.
Enter the command setup.exe /s.
The installation application runs. The drive prompt reappears in the command prompt window when the
installation is complete.
Note
If the installation is not successful, no error message appears in the command prompt window. You must
check the installation log file <SystemDrive>:\temp\ICMInstall.log to determine the reason
why the installation failed.
Cisco Finesse Server Installation
Cisco Finesse server is installed on a virtual machine (VM). The installation runs from an ISO image and uses
an OVA template.
Note
For a new installation of Finesse, you can install directly from the latest ES. You do not need to install
the base version and then apply the latest ES.
Note
Configure a DataStore ISO file on the virtual CD/DVD drive of the target VM to install Finesse.
The installation takes about an hour. For most of that time, it can run unattended. Much of the installation
requires no action on the part of the person who runs it. When user input is required, use the following keyboard
navigation and selection actions. The installation wizard screens do not recognize a mouse or a touchpad.
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To do this
Press this key
Move to the next field
Tab
Move to the previous field
Alt-Tab
Select an option
Spacebar
Scroll up or down a list
Up or Down Arrow keys
Go to the previous screen
Tab to Back and press the Spacebar
Get information about a screen
Tab to Help and press the Spacebar
Installation Task Flow
The following table provides an overview of the tasks you perform to install Cisco Finesse. Tasks must be
performed in the order they are listed.
1
Install Finesse on the primary node.
See Install Finesse on Primary Node, on page 60.
2
Configure the CTI server settings.
See Configure Contact Center Enterprise CTI Server
Settings, on page 62.
3
Configure the database settings.
See Configure Contact Center Enterprise Administration
& Data Server Settings, on page 63.
4
Configure the cluster settings for the
secondary node.
See Configure Cluster Settings, on page 64.
5
Restart Cisco Finesse Tomcat on the
primary node.
See Restart Cisco Finesse Tomcat, on page 65.
6
Install Finesse on the secondary node.
See Install Finesse on Secondary Node, on page 65.
7
Ensure replication is functioning
between the two nodes.
See Check Replication Status, on page 68.
8
Install language packs (optional).
See Install Language Pack.
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Install Finesse on Primary Node
Procedure
Step 1
Follow the instructions in the OVA README.txt file to import and deploy the OVA, to edit VM settings,
and to power on the VM and edit the BIOS settings in the console.
Note
Do not use Thin Provisioning or a VM snapshot when creating a VM to host Cisco Finesse. The use
of Thin Provisioning or snapshots can negatively impact the performance of Cisco Finesse operation.
Messages appear while the preinstallation script runs. When the preinstallation script ends, the DVD Found
screen opens.
Step 2
Select Yes on the DVD Found screen to begin the verification of the media integrity and a brief hardware
check.
If the media check passes, select OK to open the Product Deployment Selection screen. Continue to Step 3.
If the media check fails, the installation terminates.
Step 3
The Product Deployment Selection screen states that the Cisco Finesse product suite will be installed. This
screen has only one choice: OK.
Select OK to open the Proceed with Install screen.
Step 4
The Proceed with Install screen shows the version of the product that is currently installed (if any) and the
version of the product for this ISO. For the initial installation, the version currently installed shows NONE.
Select Yes on the Proceed with Install screen to open the Platform Installation Wizard screen.
Step 5
Step 6
On the Platform Installation Wizard screen, select Proceed to open the Basic Install screen.
Select Continue on the Basic Install screen to open the Basic Install wizard.
The Basic Install wizard presents a series of screens that present questions and options pertinent to the platform
and the setup configuration. Help is available for each wizard screen.
The first Basic Install wizard screen is Timezone Configuration.
Step 7
On the Timezone Configuration screen:
a) Use the up and down arrows to locate the local time zone that most closely matches your server location.
You can also type the initial character of the time zone to move to that item in the list. The Timezone field
is based on country and city and is mandatory. Setting it incorrectly can affect system operation.
b) Select OK to open the Auto Negotiation Configuration screen.
Step 8
On the Auto Negotiation Configuration screen, select Continue to use automatic negotiation for the settings
of the Ethernet network interface card (NIC).
The MTU Configuration screen appears.
Step 9
In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units
(1500).
Note
Finesse supports the default setting of 1500 for MTU only. No other value is supported.
Your selection of No opens the Static Network Configuration screen.
Step 10 On the Static Network Configuration screen, enter static network configuration values as follows, referring
to the Configuration Worksheet if necessary:
a) Enter the Host Name.
b) Enter the IP Address.
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c) Enter the IP Mask.
d) Enter the GW Address.
e) Select OK to open the Domain Name System (DNS) Client Configuration screen.
Step 11 On the DNS Client Configuration screen, select Yes to specify the DNS client information.
Important
DNS client configuration is mandatory for Cisco Finesse. Select Yes on this screen. If you select
No, after the installation is complete, agents cannot sign in to the desktop and you have to reinstall
Finesse.
Step 12 Specify your DNS client information as follows, referring to the Configuration Worksheet if necessary:
a) Enter the Primary DNS (mandatory).
b) Enter the Secondary DNS (optional).
c) Enter the Domain (mandatory).
d) Select OK to open the Administrator Login Configuration screen.
Step 13 On the Administrator Login Configuration screen:
a) Enter the credentials for the administrator.
b) Select OK to open the Certificate Information screen.
Step 14 On the Certificate Information screen:
a) Enter the following data to create your Certificate Signing Request: Organization, Unit, Location, State,
and Country.
b) Select OK to open the First Node Configuration screen.
Step 15 On the First Node Configuration screen, select Yes to indicate that you are configuring the first node.
Your selection of Yes opens the Network Time Protocol Client Configuration screen.
Step 16 On the Network Time Protocol Client Configuration screen, enter the IP address, NTP server name, or NTP
Server Pool name for at least one external NTP server.
Step 17 After you complete the NTP configuration, select OK. This action opens the Security Configuration screen.
Step 18 On the Security Configuration screen, enter the Database Access Security password, and then select OK.
Step 19 On the Application User Configuration screen, enter the credentials for the application user.
Select OK to open the Platform Configuration Confirmation screen. This screen states that the platform
configuration is complete.
Step 20 On the Platform Configuration Confirmation screen, select OK.
The installation begins.
The installation can take up to an hour to complete and can run unattended for most of that time.
During the installation, the monitor shows a series of processes, as follows:
• Formatting progress bars
• Copying File progress bar
• Package Installation progress bars
• Post Install progress bar
• Populate RPM Archive progress bar
• Application Installation progress bars (multiple Component Install screens, security checks)
• An informational screen saying the system will reboot momentarily to continue the installation
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If you see the following virtual machine question, select Yes, and then click OK:
Figure 1: Virtual Machine Message
• A system reboot
Messages stream down your monitor during the reboot. Some of them prompt you to press a key. Do
not respond to these prompts to press a key.
• Application Pre Install progress bars
• Configure and Setup Network progress bars
Note
If a Network Connectivity Failure screen appears during the Configure and Setup Network
process, click Review, and then click OK at the Errors screen. Follow the prompts to reenter
the information that caused the failure. The installation continues when the connection
information is complete.
• Security configuration
A message appears that states the installation of Cisco Finesse has completed successfully.
The installation of Cisco Finesse has completed successfully.
Cisco Finesse <version number>
<hostname> login: _
What to Do Next
Sign in to the Finesse administration console on the primary Finesse server (http://FQDN of Finesse
server/cfadmin) to configure CTI server, Administration & Database server, and cluster settings.
After you configure these settings, install Finesse on the secondary node.
Configure Contact Center Enterprise CTI Server Settings
Access the administration console on the primary Finesse server to configure the A Side and B Side CTI
servers.
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Note
After you restart Finesse, it can take approximately 6 minutes for all server-related services to restart.
Therefore, you should wait 6 minutes before you attempt to access the Finesse administration console.
Note
If you are using HTTPS, the first time you access the administration console, you see a browser security
warning. To eliminate browser security warnings each time you sign in, you can trust the self-signed
certificate provided with Finesse or obtain and upload a CA certificate.
Procedure
Step 1
Sign in to the administration console on the primary Finesse server:
http://FQDN of Finesse server/cfadmin
Step 2
Step 3
Sign in with the Application User credentials defined during installation.
In the Contact Center Enterprise CTI Server Settings area, enter the CTI server settings as described in the
following table. Refer to your configuration worksheet if necessary.
Field
Description
A Side Host/IP Address
Enter the hostname or IP address of the A Side CTI server.
This value is typically the IP address of the Peripheral Gateway (PG).
The CTI server runs on the PG.
A Side Port
Enter the port number of the A Side CTI server. The value of this
field must match the port configured during the setup of the A Side
CTI server.
Peripheral ID
Enter the ID of the Agent PG Routing Client (PIM).
The Agent PG Peripheral ID should be configured to the same value
for the A Side and B Side CTI servers.
Step 4
B Side Host/IP Address
Enter the hostname or IP address of the B Side CTI server.
B Side Port
Enter the port of the B Side CTI server. The value of this field must
match the port configured during the setup of the B Side CTI server.
Click Save.
Configure Contact Center Enterprise Administration & Data Server Settings
Configure the Contact Center Enterprise Administration & Data Server settings to enable authentication for
Finesse agents and supervisors.
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Configure Cluster Settings
Procedure
Step 1
Step 2
If you are not already signed in, sign in to the administration console.
In the Contact Center Enterprise Administration & Data Server Settings area, enter the Administration & Data
Server settings as described in the following table. Refer to your configuration worksheet if necessary.
Field
Description
Primary Host/IP Address
Enter the hostname or IP address of the Unified CCE Administration
& Data Server.
Backup Host/IP Address
Enter the hostname or IP address of the backup Unified CCE
Administration & Data Server.
Database Port
Enter the port of the Unified CCE Administration & Data Server.
Note
Step 3
Because Finesse expects the primary and backup
Administration & Data Server ports to be the same, the
Finesse administration console exposes only one port field.
You must ensure that the port is the same for the primary
and backup Administration & Data Servers.
AW Database Name
Enter the name of the AW Database (AWDB) (for example,
ucceinstance_awdb).
Domain
Enter the domain of the AWDB.
Username
Enter the username required to sign in to the AWDB.
Password
Enter the password required to sign in to the AWDB.
Click Save.
Configure Cluster Settings
Configure the cluster settings for the secondary Finesse node. The secondary Finesse node handles agent
requests if the primary server goes down.
Procedure
Step 1
Step 2
Step 3
If you are not already signed in, sign in to the administration console with the Application User credentials.
In the Cluster Settings area, in the Hostname field, enter the hostname of the secondary Finesse server.
Click Save.
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Restart Cisco Finesse Tomcat
Restart Cisco Finesse Tomcat
After you make changes to the Contact Center Enterprise CTI Server, Contact Center Enterprise Administration
& Data Server, or cluster settings, restart Cisco Finesse Tomcat for the changes to take effect.
Procedure
Step 1
Access the CLI and run the following command:
utils service restart Cisco Finesse Tomcat
Step 2
You can enter the command utils service list to monitor the Cisco Finesse Tomcat Service. After Cisco Finesse
Tomcat changes to STARTED, agents who have passwords can sign in to the desktop.
Install Finesse on Secondary Node
Install the same version of Finesse on both the primary and secondary Finesse nodes.
Note
Configure a Datastore ISO file on the virtual CD/DVD drive of the target VM to install Finesse.
Note
Finesse administration tasks can only be performed on the primary Finesse server. After you install the
secondary server, sign in to the administration console on the primary server to perform administration
tasks (such as configuring reason codes or call variable layout).
Before You Begin
• Install Finesse on the primary server.
• Use the Finesse administration console on the primary Finesse server to configure CTI server,
Administration & Database server, and cluster settings.
• Ensure that the DNS server has forward and reverse DNS set up for both the primary and secondary
node.
Procedure
Step 1
Follow the instructions in the OVA README.txt file to import and deploy the OVA, to edit VM settings,
and to power on the VM and edit the BIOS settings in the Console.
Messages appear while the preinstallation script runs. When the preinstallation script ends, the DVD Found
screen opens.
Step 2
Select Yes on the DVD Found screen to begin the verification of the media integrity and a brief hardware
check.
If the media check passes, select OK to open the Product Deployment Selection screen. Continue to Step 3.
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If the media check fails, the installation terminates.
Step 3
The Product Deployment Selection screen states that the Cisco Finesse product suite will be installed. This
screen has only one choice: OK.
Select OK to open the Proceed with Install screen.
Step 4
The Proceed with Install screen shows the version of the product that is currently installed (if any) and the
version of the product for this ISO. For the initial installation, the version currently installed shows NONE.
Select Yes on the Proceed with Install screen to open the Platform Installation Wizard screen.
Step 5
Step 6
On the Platform Installation Wizard screen, select Proceed to open the Basic Install screen.
Select Continue on the Basic Install screen to open the Basic Install wizard.
The Basic Install wizard presents a series of screens that present questions and options pertinent to the platform
and the setup configuration. Help is available for each wizard screen.
The first Basic Install wizard screen is Timezone Configuration.
Step 7
In the Timezone Configuration screen:
a) Use the up and down arrows to locate the local time zone that most closely matches your server location.
You can also type the initial character of the time zone to move to that item in the list. The Timezone field
is based on country and city and is mandatory. Setting it incorrectly can affect system operation.
b) Select OK to open the Auto Negotiation Configuration screen.
Step 8
On the Auto Negotiation Configuration screen, select Continue to use automatic negotiation for the settings
of the Ethernet network interface card (NIC).
The MTU Configuration screen appears.
Step 9
On the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units
(1500).
Note
Finesse supports the default setting of 1500 for MTU only. No other value is supported.
Your selection of No opens the Static Network Configuration screen.
Step 10 On the Static Network Configuration screen, enter static network configuration values as follows, referring
to the Configuration Worksheet if necessary:
a) Enter the Host Name.
b) Enter the IP Address.
c) Enter the IP Mask.
d) Enter the GW Address.
e) Select OK to open the Domain Name System (DNS) Client Configuration screen.
Step 11 On the DNS Client Configuration screen, select Yes to specify the DNS client information.
IMPORTANT: DNS client configuration is mandatory for Cisco Finesse. Select Yes on this screen. If you
select No, after the installation is complete, agents cannot sign in to the desktop and you have to reinstall
Finesse.
Step 12 Specify your DNS client information as follows, referring to the Configuration Worksheet if necessary:
a) Enter the Primary DNS (mandatory).
b) Enter the Secondary DNS (optional).
c) Enter the Domain (mandatory).
d) Select OK to open the Administrator Login Configuration screen.
Step 13 On the Administrator Login Configuration screen:
a) Enter the credentials for the administrator.
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b) Select OK to open the Certificate Information screen.
Step 14 On the Certificate Information screen:
a) Enter the following data to create your Certificate Signing Request: Organization, Unit, Location, State,
and Country.
b) Select OK to open the First Node Configuration screen.
Step 15 On the First Node Configuration screen, select No to indicate that you are configuring the second node.
A warning message appears that indicates you must first configure the server on the first node before you can
proceed. If you already configured the first node, select OK.
Step 16 On the Network Connectivity Test Configuration screen, select No to proceed with the installation after
connectivity is verified.
Step 17 On the First Node Configuration screen, specify the information about the first node as follows:
a) Enter the Host Name of the primary Finesse server.
b) Enter the IP Address of the primary Finesse server.
c) Enter the Security Password of the primary Finesse server.
d) Confirm the Security Password.
Step 18 Select OK to open the Platform Configuration Confirmation screen.
Step 19 On the Platform Configuration Confirmation screen, select OK.
The installation begins.
The installation can take up to an hour to complete and can run unattended for most of that time.
A message appears that states the installation of Cisco Finesse has completed successfully.
The installation of Cisco Finesse has completed successfully.
Cisco Finesse <version number>
<hostname> login: _
What to Do Next
Check the replication status. If all nodes in the cluster show a replication status of 2, replication is functioning
correctly.
Note
It can take 10–20 minutes to establish replication fully between the two nodes.
Upgrade VMware Tools
To ensure that your version of the VMware Tools is current, refresh the installed version of VMware Tools
from the local VMware host on both Finesse nodes.
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Procedure
Step 1
Step 2
Step 3
Step 4
Log in to the primary Finesse node.
Run the command to update the VMware Tools: utils
Log in to the secondary Live Data Finesse node.
Run the command to update the VMware Tools: utils
vmtools refresh
vmtools refresh
Check Replication Status
Procedure
Step 1
Step 2
Step 3
Access the CLI on the primary Finesse server.
Sign in with the Administrator User credentials defined during installation.
Run the following command:
utils dbreplication runtimestate
This command returns the replication status on both the primary and secondary Finesse servers.
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5
Initial Configuration
• Initial Configuration Overview, page 69
• Initial Configuration Task Flow, page 69
• Initial Configuration Tasks, page 70
Initial Configuration Overview
This initial configuration brings the contact center to the point where a complete call flow is possible. The
configured system will process information about incoming calls, perform call routing, and enable call handling.
Related Topics
Initial Configuration Task Flow, on page 69
Initial Configuration Task Flow
Task
See
Configure Cisco Unified Contact Center Enterprise
Configure Cisco Unified Contact Center Enterprise,
on page 70
Configure Cisco Unified Intelligence Center
Configure Cisco Unified Intelligence Center, on page
112
Configure Cisco Unified Customer Voice Portal
Configure Cisco Unified Customer Voice Portal, on
page 118
Configure Cisco Unified Communications Manager Configure Cisco Unified Communications Manager,
on page 130
Configure Cisco Finesse
Configure Cisco Finesse, on page 147
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You can configure individual records, or you can use the Bulk Configuration tool to configure multiple records
at one time. Bulk configuration is available for the following:
• Agents
• Call types
• Dialed number plans
• Dialed numbers
• Labels
• Network trunk groups
• Network VRU scripts
• Peripheral targets
• Persons
• Regions
• Region prefixes
• Routes
• Trunks
• Trunk groups
• Scheduled targets
• Services
• Skill groups
• VRU port maps
Related Topics
Perform Bulk Configuration, on page 106
Access Configuration Manager tool
You perform all Unified CCE configuration tasks using the Configuration Manager tool, which is installed
with the Unified CCE software.
1 From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.
2 Click the Configuration Manager icon.
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Configure Media Routing Domain
You must establish Media Routing Domains (MRD) for each multi-media class that your Unified CCE System
supports. Valid media classes are: multi-session chat, single-session chat, blended collaboration, email, and
voice. An MRD for the voice media class is installed by default with your Unified CCE software. You do not
need to create an MRD for the voice media class.
Procedure
Step 1
Step 2
Start the Configuration Manager and select Tools > List Tools > Media Routing Domain List.
Click Retrieve and then click Add.
The Attributes tab appears.
Step 3
On the Attributes tab, provide values for the following fields:
Name. Enter the enterprise name of the MRD.
Media Class. Use the drop-down list to select the media class for the integrated application.
Max Time in queue. The default maximum queue time for calls in queue is one hour. To override this default,
modify the value of the Max Time In queue field.
The MR domain ID is automatically generated when you save the MRD.
Step 4
After completing the required fields, click Save.
Repeat this procedure to add an MRD for each media class that your system supports.
Configure trunk groups
For the Unified CCE, the Network Trunk Group is the placeholder in the Unified CCE database for the trunk
group; it performs no other function.
For deployments that:
• Use the Unified CCE System PG, you must create one Network Trunk Group for each Unified CCE
System PG peripheral.
• Do not use the Unified CCE System PG, you must create two Network Trunk Groups—one for the
Unified Communications Manager and one for the Unified CVP or Unified IP IVR. If you are deploying
the Unified CVP, create one Network Trunk Group per CVP Server.
A Unified CCE Trunk Group is a collection of trunks associated with a single peripheral and usually used for
a common purpose. For the Unified CCE, the trunk groups for VRU peripherals are used primarily as a place
holder in the Unified CCE database.
Create a trunk group for each Unified Communications Manager peripheral and a trunk group for each Unified
IP IVR application. If you are deploying Unified CVP, you must create two trunk groups for each Unified
CVP Server that match the Group Numbers configured in Unified CVP Application Administration. For
Unified IP IVR, the trunk group peripheral number in the Unified CCE must match the CTI Port Group ID
on Unified IP IVR.
To configure a Network Trunk Group (and the trunk group under it):
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
From the Configuration Manager, choose Configure ICM > Peripherals > Trunk Group > Network Trunk
Group Explorer. The ICM Network Trunk Group Explorer dialog box opens.
Click Retrieve.
Click Add Network Trunk Group. The Network Trunk Group tab opens.
Add a unique name for the Network Trunk Group and an appropriate description.
Click Add Trunk Group to add a trunk group.
Complete these fields:
Peripheral. Select the peripheral to which the trunk group is associated.
Peripheral Number. Enter the number of the trunk group as understood by the peripheral. This number must
be unique among all trunk groups associated with the peripheral. For Unified IP IVR, this number must:
1 Match a CTI Port Group ID configured on the Unified IP IVR.
2 Be an odd number.
3 Be unique for all Unified IP IVRs handled by an Unified CCE System PG.
For example, if a Unified CCE System PG handles four Unified IP IVRs and each Unified IP IVR peripheral
has one CTI Port Group, then the CTI Port Group ID for the first Unified IP IVR should be 1, the port group
ID for the second Unified IP IVR should be 3, and so on. For the Unified CVP, this number must match a
CVP Server Group Number configured on the CVP Server.
Peripheral Name. Enter the name of the trunk group as understood by the peripheral. This name must be
unique among all trunk groups associated with the peripheral.
Name. Enter the enterprise name of the trunk group. The Unified CCE forms a default for this name using
the entries from the Peripheral and Peripheral Name fields.
Extension. Leave this field blank.
Trunk Count. Select Use Trunk Data. When you specify Use Trunk Data, the system software determines
the trunk count dynamically by counting the associated records in the Trunk table.
Configuration Parameters. Leave this field blank.
Description. Enter an optional description.
Step 7
Step 8
Step 9
Step 10
To add trunks to the trunk group, click Add Trunk.
Add trunks as desired.
Click Save and then click Close.
Repeat these steps to create all necessary trunk groups.
Configure Network VRU Bank
The Network VRU Bank allows load balancing across multiple VRUs to occur and eliminates the need for
complex translation-route configuration.
Configure a Network VRU Bank, only if your deployment uses the Unified CCE System PG.
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Before You Begin
Do this after you configure the following:
• Network VRU
• Network Trunk Group
• All other trunk groups
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
From the Configuration Manager, choose Explorer Tools > Network VRU Explorer. The Network VRU
Explorer dialog box opens.
Click Retrieve and select your Network VRU.
Select the Network VRU Bank tab and click Add.
The Select Trunk Group dialog box opens, displaying the all trunk groups configured on all Unified CCE
System PG peripherals.
Select the trunk group associated with the translation routing group on your Unified IP IVR. Make the
appropriate trunk group selection for each Unified IP IVR in your deployment.
Click OK.
Click Add Label to add a label for the Network VRU Bank. The label must be the CTI Route Point trigger
for the Translation-Routing application on the Unified IP IVR. By default, in the Label tab, the first field
shows the selected Network VRU, not the Network VRU Bank:
a) Click the drop-down list box to show the available Network VRU banks.
b) Select a Network VRU bank in the drop-down list.
c) Then configure the label for the Network VRU bank.
d) Repeat the steps to configure labels for all of the Network VRU Banks.
If Network VRU Bank labels are available, the Router uses them when it balances the load between the Unified
IP IVRs. If the Router cannot find an eligible Network VRU Bank labels, it uses the Network VRU label.
Configure services
A service refers to a type of processing that a caller requires. For example, separate services might be defined
for Sales, Support, or Accounts Payable. Services are often associated with a peripheral, and are sometimes
referred to as peripheral services. An agent is assigned one or more skills that in turn is associated with services.
Routing to a Unified CCE service effectively targets an agent assigned to a Unified CCE skill group associated
with the Unified CCE service.
Services on the Unified CCE correspond to CTI Route Points on Unified Communications Manager.
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Note
On Unified CCE systems that interface with Unified CVP systems, you must configure two services with
Peripheral Numbers of 1 and 2. However, outside of these services the preferred method of defining
Unified CCE routable tasks is by defining call types.
For the two Unified CVP services, you do not need to configure Service Members, Routes, Peripheral
Targets, or Labels.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Configuration Manager menu, choose Tools > Explorer Tools > Service Explorer. The Service
Explorer dialog box opens.
Select the peripheral for which you want to create a service and click Retrieve.
Click Add Service.
The Service Configuration window opens.
On the Service tab, enter the following:
Media Routing Domain.
Peripheral Number. Enter the number for the service on the peripheral. This field must be unique for all
services for the peripheral, but not necessarily across all peripherals. If you are deploying the Unified CVP,
enter 1 for the first service and 2 for the second service.
Peripheral Name. Enter a name that describes the service.
Enterprise Name. Enter an enterprise name for the service. This name must be unique among all the services
in the enterprise. If you do not enter a value, this name is autogenerated.
Config Param. Not used for the Unified CCE.
Description. Enter any additional information about the service.
Service Level Type. Indicates how the Unified CCE calculates the service level for the service. You can
choose to omit abandoned calls from the calculation, treat them as having exceeded the threshold (negative
impact on service level), or treat them as answered calls (positive impact on service level). You can also
choose to use the default specified for the peripheral.
Service Level Threshold. Enter the time in seconds, for the service level. The Unified CCE tracks the
percentage of calls answered within this threshold. If this field is negative, the value of the default for the
peripheral is used.
Step 5
On the Advanced tab, enter the following:
Peripheral Service Level. Indicates the type of service level calculation that the peripheral performs for this
service. This setting has no effect because the PG does not report a peripheral service level.
Schedule name. Identifies an imported schedule associated with the service.
Extension. If you are deploying Outbound Option, enter the extension to associate with this service. This
corresponds to a CTI Route Point defined in Unified Communications Manager and is associated with the
PG User.
Step 6
Step 7
Step 8
On the Service Members tab, select skill groups to associate with this service.
Click Apply.
Repeat this procedure to add any other services.
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Configure dialed numbers
The dialed number (DN) is the number that the caller dials to start the call and identifies the Unified CCE
routing script to run. Set dialed numbers for ring no answer, dialed number plan entries, and for
Supervisor/emergency calls.
For Unified Communications Manager to generate a route request to the Unified CCE, the cluster associates
the DN with a CTI Route Point for the Unified CCE JTAPI User. Configure the DN in the Unified CCE. After
the Unified CCE receives the route request with the DN, that DN is mapped to a Unified CCE Call type, which
is then mapped to a Unified CCE routing script.
Note
You cannot use the DN for a CTI Route Point on a different CTI Route Point in another partition. Ensure
that DNs are unique across all CTI Route Points on all partitions.
Unified CCE generates a unique value for the Label Name list after you configure a dialed number.
Procedure
Step 1
From the Configuration Manager, choose Tools > List Tools > Dialed Number/Script Selector List.
The Dialed Number/Script Selector List dialog box opens.
Step 2
Click Retrieve and then click Add.
The Attributes tab displays.
Step 3
In the Attributes tab, enter values in the following fields:
Routing client. Choose the enterprise name of the routing client associated with this dialed number. After
you select a routing client and save to the database, this field becomes read only.
Media Routing Domain. The media routing domain associated with the selected dialed number or script
selector.
Dialed number string. Enter the string value that the routing client passes to the Unified CCE for this dialed
number (for example: 8005551212).
Name. Enter the enterprise name for the dialed number. This name must be unique among all dialed numbers
in the system. If you do not enter a value, the name is autogenerated.
Customer. Use the drop-down list to select the customer (Unified CCE instance) associated with the dialed
number.
Default label. Choose the name of the default label for this dialed number. The label must have been previously
defined for it to be in the selection list. Use the Label List tool in the Configuration Manager to define labels.
If the Unified CCE fails to determine a target for the call within the routing client's time-out threshold, then
the default label for the dialed number is used.
Description. Enter a description for the dialed number.
Permit application routing. If you intend to route calls from a parent system to this dialed number, check
this dialog box.
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If you build your software script to capture ECC variables and you want those variables passed to
Cisco Agent Desktop agents after they queue to a VRU, then check this check box. This setting
enables the data to be sent when a call is queued. Apply the setting for all the dialed numbers to
which calls queue.
Reserved by IVR. For VRU dialed numbers, check this box. This setting prevents the CallManager PIM
from trying to exert control on the calls arriving on these Route Points.
Note
Step 4
Step 5
Step 6
On the DN Mapping tab, as desired, click Add to specify a call type and other dialing information to associate
with this dialed number.
Click Save to enter the dialed number information.
Repeat this procedure for any additional dialed numbers.
Configure call types
A call type is a category of Unified CCE routable task. Each call type has a schedule that determines which
routing script or scripts are active for that call type at any time.
There are two classes of call types:
• Voice (phone calls). Voice call types are categorized by the dialed number (DN), caller-entered digits
(CED), and calling line ID (CLID). The CED and CLID can be optional, depending on the call.
• Non-voice (email and text chat). Non-voice call types are categorized by the Script Type Selector,
Application String 1, and Application String 2. Application String 1 and Application String 2 can be
optional, depending on the application.
To facilitate Unified CCE reporting, it is good practice to create separate call types for VRU applications and
queuing applications.
Procedure
Step 1
From the Configuration Manager, select Tools > List Tools > Call Type List.
The Call Type List dialog box opens.
Step 2
Click Retrieve and then click Add.
The Attributes tab appears.
Step 3
In the Attributes tab, enter values for the following fields:
Name. Enter an enterprise name for the call type. This name must be unique among call types in the system.
Customer. Choose the customer (Unified CCE Instance) from the drop-down list.
Service level threshold. The service level threshold is the target maximum time that a caller spends in a queue
before being connected to an agent. When you set up a peripheral, you specify a default service level threshold
for all services associated with that peripheral. If you enter a negative number, the service level threshold
from the Peripheral table is used.
This field is prepopulated with the default service level threshold for this peripheral and grayed out. If you
wish to override this default, check the Override System Information Default check box to the right of this
field and enter a different value.
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You can also set the Service Level in the Configuration Manager with the System Information tool. When
the service level is defined with the Call Type tool, this setting overrides a setting made with the System
Information tool. If service level is not defined with the Call Type tool, but is defined with the System
Information tool, the Unified CCE uses the System Information setting.
Service level type. Indicates how the system software calculates the service level for the service. The default
is the level specified for the associated peripheral. To set a different level type, check the Override System
Information Default check box and select the type you want from the selection box.
Bucket Intervals. Indicates the Bucket Intervals setting for the call type. Bucket intervals are defined with
the Bucket Intervals List tool. If you wish to override the defined default, check the Override System
Information Default check box and select a different Bucket Intervals setting.
Description. Enter an optional description of the call type.
Step 4
Click Save to enter the call type information.
Repeat this procedure to add additional call types.
Configure Variables
Configure Expanded Call Context Variables
Expanded Call Context (ECC) variables are variables that you define and enable in the Configuration Manager
to store values associated with the call. You can specify the variable name and data type. The name must
begin with the string "user." These are in addition to the variables the system software defines for each call
(PeripheralVariable1 through PeripheralVariable10, CallerEnteredDigits, CallingLineID, and so on).
An ECC variable name can be up to 33 bytes long (1–32 usable characters ). Use the following naming
convention when creating an ECC variable:
user.<CompanyName>.<VariableDescription>
In this syntax:
• <CompanyName> is the name of your company
• <VariableDescription> is a descriptive tag for the variable.
For example, you could use the following name for an ECC variable created for Cisco account numbers:
user.Cisco.AcctNum
Using this naming convention prevents naming conflicts with any third-party applications that interface with
the system software.
Note
If your corporation is large, you may want to break <VariableDescription> down to include the Business
Unit, Division, or other organizational entity that exists in your company.
In addition:
• An ECC variable can be either a scalar variable or an array element, each with a maximum length of
210 bytes.
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Note
Array types are not supported for an agent request.
• The maximum number of elements in an array can be 255.
• The maximum buffer size for each scalar variable = 5 + the maximum length of the variable where the
5 bytes includes 4 bytes to tag the variable and 1 byte for the null terminator.
• The maximum buffer size for each array = 5 + (1 + the maximum length of array element) * (the maximum
number of elements in the array).
• There is a null terminator for each element, as well as a null terminator for the array as a whole.
• Since the total size of the buffer used to store the variables internally is 2000 bytes, the total sum of all
the maximum buffer sizes for each variable and each array must be no greater than 2000.
For example, if you intended to use one scalar ECC variable with a maximum length of 100 bytes, one
scalar ECC variable with a maximum length of 80 bytes, and an ECC array with a maximum of 9 elements
with each element having a maximum length of 200 bytes, the buffer size would be: (5+100) + (5+80)
+ (5 + (1+200)*9) = 2004. As this buffer size is too large, the length of one of the scalar ECC variables
or the length of the array ECC variable must be adjusted.
For Web Callback and Delayed Callback to work properly, an ECC variable (also known as a named variable)
must be defined. The Cisco CTI driver supports the use of ECC variables in addition to the standard call
variables associated with a call. Before an ECC variable can be used, it must be defined in the Unified CCE
ECC variable database table.
ECC Variables for Blended Collaboration or Voice MRDs with Collaboration
ECC variables must be configured in Configuration Manager's Expanded Call Variable List tool (for each
integrated application) to route requests using the voice Media Routing Domain.
For Cisco Blended Collaboration or Voice MRDs with Collaboration, the ECC variables are:
• user.cisco.cmb
• user.cisco.cmb.callclass
• user.cim.activity.id
• user.wim.customer.name
Important
While their default size is 40 characters, use the Expanded Call Variable List tool in the Configuration
Manager to limit the user.cisco.cmb variable to 8 bytes and the user.cisco.cmb.callclass variable to 10
bytes to prevent ECC space limitation issues.
Validate ECC Variable Size for CTI Server
Before configuring ECC variables, validate the total size of the ECC variables against the following rules and
limits:
• Because the total size of the buffer used to store the variables in CTI Server internally is 2500 bytes, the
total sum of all the maximum buffer sizes for each scalar variable and arrays must be no greater than
2500.
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• The maximum buffer size for each scalar variable = 4 + length of the ECC name + the maximum length
of the variable where the 4 bytes includes a 1 byte tag, 1 byte to define the length, and 2 terminating
NULL characters.
• The maximum buffer size for each array = (5 + length of the ECC name + the maximum length of array
element) * (the maximum number of elements in the array) where the 5 bytes includes a 1 byte tag, 1
byte to define the length, 1 byte for the array index, and 2 terminating NULL characters.
• For example, if you intend to use one scalar ECC variable with a maximum length of 100 bytes named
user.var, one scalar ECC variable with a maximum length of 80 bytes named user.vartwo, and an ECC
array named user.varthree with a maximum of 9 elements with each element having a maximum length
of 200 bytes, the buffer size would be:
(4+8+100) + (4+11+80) + ((5 + 13 + 200)*9)) = 2169
where 8 is the length of user.var, 11 is the length of user.vartwo and 13 is the length of user.varthree.
Enable ECC Variables
Procedure
Step 1
Within the Configuration Manager, double-click Tools > Miscellaneous Tools > System Information.
The System Information window appears.
Step 2
Select the Expanded call context enabled check box.
For additional information, refer to the online Help.
Click Save to apply your changes.
Step 3
Define ECC Variables
Procedure
Step 1
Within the Configuration Manager, double-click Tools > List Tools > Expanded Call Variable List.
The Expanded Call Variable List window appears.
Step 2
Step 3
In the Expanded Call Variable List window, enable Add by clicking Retrieve.
Click Add.
The Attributes property tab appears.
Step 4
Complete the Attributes property tab:
Field
Description
Name (required)
The enterprise name of the expanded call variable. This name must start with the
string user and must be unique among all expanded call variables in the system (an
enterprise name).
Note
Use the following syntax to prevent naming conflicts: user.company.name
where company is your company name and name describes the expanded
call variable.
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Maximum length
(required)
Specifies the maximum number of characters (1–210) allowed in the extended call
variable value (the size of the variable string). For a numeric value, the number of
digits is specified.
Important notes:
• The maximum amount of space that all the ECC variables together can take up
in the Unified CCE system is no more than 2000 bytes (not 2K or 2048 bytes)
and sometimes less, depending on your combination of scalar and array variables
and their sizes. Each ECC variable takes up space based on the following
formula: For scalar: 5 + Maximum_Length For array: 5 + (1 +
Maximum_Length) * (Maximum_Array_Size)
• The number of characters or digits does not indicate the number of bytes. For
example, a scalar ECC variable of 10 characters could take up 15 bytes of space.
Step 5
Array (check box)
When selected, indicates the expanded call variable is an array, not a scalar. Maximum
array size If the expanded call variable is an array, this indicates the maximum number
of elements (1–255) in that array. See also the note under the Maximum length
description. Note: Arrays are not supported with the Agent Request feature.
Enabled(check box)
When selected, the expanded call variable is included for each call.
Persistent (check
box)
When selected, ECC variables are written to the Logger database.
Cisco provided
(check box)
When selected, indicates that the system software predefines the selected expanded
call variable.
Description
Provides additional information about the ECC variable.
Note
Non-persistent variables can be used in routing scripts, but are not written
to the database.
Because these variables may be persisted, do not use ECC variables to store
sensitive information belonging to the customer or company. Storing
confidential information in these variables can lead to violation of security
standards, such as PCI, the Common Criteria, HIPAA, or FIPS 140-2.
Click Save to apply your changes.
Configure User Variables
You can also create global user variables; for example, you can create a user variable called usertemp to serve
as a temporary storage area for a string value used by an If node.
After you have defined a user variable, you can then use the Script Editor Formula Editor to access the variable
and reference it in expressions, just as you would with a “built-in” variable.
Each user variable must:
• Have a name that begins with user.
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Note
This name cannot contain the dot/period (.) character.
• Be associated with an object type, for example, Service. (This enables the system software to maintain
an instance of that variable for each object of that type in the system.)
• Be identified as a persistent (retains value across CallRouter restarts) or non-persistent (does not retain
value across CallRouter restarts) variable.
Note
Because these variables may be persisted, do not use User Variables to store sensitive
information belonging to the customer or company. Using these variables to store
confidential information could lead to violation of security standards, such as PCI, the
Common Criteria, HIPAA, or FIPS 140-2.
A user variable can store a value up to 40 characters long.
Define User Variables
Procedure
Step 1
Within the Configuration Manager, select Tools > List Tools > User Variable List.
The User Variable List window appears.
Step 2
Step 3
In the User Variable List window, click Retrieve to enable Add.
Click Add.
The Attributes property tab appears.
Step 4
Complete the Attributes property tab.
Note
The Variable name, Object type, and Data type fields are required. All other fields are optional.
For additional information refer to the online Help.
Click Save to apply your changes.
Step 5
Configure Users
Create Person records
All Unified CCE agents must have a Person record. When you create an Agent record, you can associate the
record with an existing Person record. If you do not associate the Agent record with an existing Person record,
a new Person record is automatically created when you create the agent.
To configure a Person record before configuring an agent, complete the following steps:
Procedure
Step 1
From the Configuration Manager, choose Peripherals > Person > Person List.
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Step 2
Step 3
The Person List dialog box opens.
Click Retrieve and then click Add.
in the Attributes tab, enter information in the following fields:
First Name. Enter the person's first name.
Last Name. Enter the person's last name.
Login Name. Enter the person's login name.
Password. Enter a password for the person.
Enable Logins. Check this check box.
Step 4
Step 5
Click Save and then click Close.
Repeat this procedure to add additional Person records.
Associate agents with peripherals
Procedure
Step 1
Step 2
Step 3
Step 4
Select Tools > Explorer Tools > Agent Explorer.
The Agent Explorer dialog box displays.
Select the peripheral you want associated with the agent from the drop-down list and click Retrieve.
Click Add Agent to display the Agent configuration tab.
In the Agent tab, enter information in the following fields:
Last Name. Enter the agent's last name.
First Name. Enter the agent's first name.
Login Name. Enter the name the agent uses to login. This name must be unique in the enterprise.
Password. Enter the agent's password. This password is validated during the agent login process.
Login Enabled. Check this check box if you want the enable the agent to login.
Select Person. Click this button to select a person to associate with the agent record. You can select a person
for a new agent, an existing agent, or a temporary agent.
Enterprise Name. Enter an enterprise name for the agent that is unique within the enterprise. The default is
a combination of the peripheral name with the agent's first and last name.
Peripheral Name. Enter a name for the agent as known to the peripheral.
Peripheral Number. Enter the agent's login ID. This number identifies the agent to the peripheral. This
number needs to be unique among all agents for the peripheral, but does not need to be unique across all
peripherals. Agent IDs can be up to nine digits long. The first digit in the ID must be 1 through 9. It cannot
be 0. Also, this number cannot be the same as the extensions on the Unified Communications Manager cluster
for this agent. Finally, the ID can not exceed the extension length specified in the Unified Communications
Manager Peripheral Gateway Setup
Step 5
Click the Advanced tab and enter information in the following fields:
Desk Setting. Use the drop-down list to select the desktop settings to be associated with the agent. If you do
not make a selection, the Unified CCE applies the default desk settings defined for the peripheral.
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ConfigParam. Use this field to enter any specific configuration parameters that may be required. Make entries
in this field only if instructed to do so by your Cisco support representative.
Description. Enter any other information you want about the agent.
Agent State Trace. Select to enable the agent's state trace control. When enabled, the Unified CCE records
every state transition made by the agent.
Step 6
Step 7
Click Save.
Repeat this procedure to configure additional agents.
Assign Agent Desk Settings
Agent Desk Settings associate a set of permissions or characteristics with specific agents. The settings are
comparable to Class of Service settings on a PBX or ACD. Desk settings are associated with an agent when
you configure the agent. The desk settings are global in scope and you can apply them to any configured agent
on any peripheral within a Unified CCE configuration.
Agent Desk Settings provide a profile that specifies parameters such as whether auto-answer is enabled, how
long to wait before rerouting a call for Ring No Answer, what DN to use in the rerouting, and whether reason
codes are needed for logging out and going not-ready. You must associate each agent with an agent desk
setting profile in the Unified CCE configuration. A single agent desk setting profile can be shared by many
agents. Changes made to an agent's desk setting profile while the agent is logged in are not activated until the
agent logs out and logs in again.
If Agent Desk Settings are not associated with an agent, the agent is assigned the peripheral default settings,
which depend on the peripheral to which the agent is assigned.
When you configure Agent Desk Settings, you specify the amount of non-active time after which an agent is
automatically logged out, whether wrap up is required following incoming and outbound calls, the amount
of time allocated for wrap up, and the method used for assist and emergency calls. You also specify settings
for the Ring No Answer feature.
Ring No Answer
The Ring No Answer feature, configured in Agent Desk Settings, ensures that when an agent does not answer
a call, the call is taken away from the agent after a specified number of seconds and re-assigned to another
agent or requeued.
When a call is routed to an agent but the agent fails to answer the call within a configurable amount of time,
the Unified Communications Manager PIM for the agent who did not answer changes that agent's state to not
ready (so that the agent does not get more calls) and launches a route request to find another agent. Any call
data is preserved and popped onto the next agent's desktop. If no agent is available, the call can be sent back
to the Unified IP IVR for queuing treatment again. Again, all call data is preserved. The routing script for this
RONA treatment should set the call priority to “high” so that the next available agent is selected for this caller.
In the agent desk settings, you can set the RONA timer and the DN used to specify a unique call type and
routing script for RONA treatment.
This feature behaves and is configured differently depending on whether you deploy the Unified CVP or
Unified IP IVR in the Unified CCE System.
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Note
The Dialed Number for Ring No Answer is peripheral-specific. Therefore, each Unified Communications
Manager PG in your deployment must have its own set of Agent Desk Settings configured for it; you
cannot use a particular desk setting across peripherals.
About Ring No Answer with Unified IP IVR
For Unified CCE systems in which you deploy the Unified IP IVR, the Ring No Answer feature ensures that
when an agent does not answer a call the following applies:
• The call is taken away from that agent after ringing for a configurable number of seconds and is rerouted
to a different agent or placed in queue.
• The state of the agent who did not answer the call is changed to “Not Ready.”
Reroute a call on Ring No Answer works as follows for Unified IP IVR:
1 A routing script connects the call to an agent.
2 If the agent does not answer the phone within the Ring No Answer time set in Agent Desk Settings, the
Unified Communications Manager changes the agent's state to “Not Ready” and post routes the call to
Unified CCE.
3 The Unified CCE Router runs a routing script using the dialed number specified in the agent desk setting
record. The routing script associated with the DN typically looks for another agent and routes the call to
that new agent.
4 If no agents are available, the call typically is translation routed or queued to the VRU, or sent to some
other queue point. Queuing treatment is restarted.
Note
Give the call the highest priority in the queue so that the call is routed to the next available agent.
5 Any call data is preserved to be popped onto the agent screen. In addition, a flag is set in the database so
that Unified CCE can report on all of the occurrences of Ring No Answer.
About Ring No Answer with Unified CVP
For Unified CCE systems in which you deploy the Unified CVP, the Unified Communications Manager does
not control the Unified CVP and cannot send an unanswered call back to the Unified CVP for re-queuing.
You configure the Ring No Answer feature to only make the agent “Not Ready” when they do not answer a
call, and use the Unified CVP Router Requery feature to re-queue the call.
As of Release 9.0, the Unified CVP deployment no longer requires that you configure the RNA timer on both
sides (Unified CVP and Unified CCE); configure Ring No Answer (RNA) timeout only in Unified CVP. This
removes the requirement to manually align the relevant Unified CVP and Unified CCE timer configuration.
To configure RNA timeout in Unified CVP, see the Patterns for RNA timeout on outbound SIP calls
section in the Unified CVP OAMP console.
Reroute a call on Ring No Answer works as follows for Unified CVP:
1 A routing script connects the call to an agent by sending a connect message to the Unified CVP. The script
node should have Enable Target Requery enabled. To enable this, edit the node, select Change and check
the Enable Target Requery check box.
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2 The agent's phone rings.
3 If the phone is not answered (either via the agent desktop or physically going off-hook) within the Ring
No Answer time set in Agent Desk Settings, Unified CCE makes the agent unavailable, but does not
actually change the agent state to Not Ready until the call is redirected.
4 When the Unified CVP Ring No Answer timeout expires, the Unified CVP sends an EventReport=No
Answer message to the Router instructing it to select another target according to the routing script and
send a Connect message to Unified CVP. The target might be another agent or a VRU label to requeue
the call.
Note
Give the call the highest priority in the queue so that the call is routed to the next available agent.
5 Any call data is preserved to be popped onto the second agent screen.
Note
In addition, a flag is set in the database so that Unified CCE can report on all of the occurrences of Ring
No Answer.
6 When the call is redirected from the original agent, the agent's state changes to “Not Ready.”
Configure Agent Desk Settings
Procedure
Step 1
From the Configuration Manager, choose Configure ICM > Enterprise > Agent Desk Settings > Agent
Desk Settings List.
The Agent Desk Settings List dialog box opens.
Step 2
Step 3
Click Retrieve and then Click Add.
Fill in the Attributes tab information:
Name. Enter a name for the agent desk settings that is unique within the enterprise.
Ring No Answer Time. Enter the number of seconds (between 1 and 120) that a call may ring at the agent's
station. If you are deploying the Unified CVP, make sure this number is less than the number set for the No
Answer Timeout for Router Requery that you set in the Unified CVP.
If you configure this timer, you do not need to configure the Unified Communications Manager Call Forward
on No Answer for agent extensions in the Unified Communications Manager, unless you want them to be
used when the agent is not logged in. If you set the Unified Communications Manager Call Forward No
Answer time, enter a value at least 3 seconds higher than the Ring No Answer Time on each Unified
Communications Manager node.
Ring no answer dialed number. Enter the Unified CCE DN associated with the routing script that you want
to use to reroute a call that an agent has not answered. If you are deploying the Unified CVP, leave this field
blank.
Logout non-activity Time. Enter the number of seconds (between 10 and 7200) in which the agent can remain
in Not Ready state before Unified CCE automatically logs out the agent.
Work Mode on Incoming. Select whether wrap-up is required following an incoming call. Select an option
from the drop-down list.
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Work Mode on Outgoing. Select whether wrap-up is required following an outgoing call. Select an option
from the drop-down list.
Wrap Up Time. Enter the amount of time, in seconds, allocated to an agent to wrap up a call.
Assist Call Method. Select whether Unified CCE creates a consultative call or a blind conference call for a
supervisor assistance request.
Emergency Alert Method. Select whether the Unified CCE creates a consultative call or a blind conference
call for an emergency call request.
Blind conference is not supported if the call may queue on a VRU.
Description. Enter additional optional information about the agent desk settings.
Step 4
Use the following boxes to select or de-select miscellaneous settings:
Auto-answer. Indicates whether calls to the agent are automatically answered. The agent is not required to
take any action to answer the call. If a second call comes in while a call is in progress, the call is not
automatically answered. This is the same behavior as with Unified Communications Manager.
If you enable auto-answer, you must also configure the agent phone in Unified Communications Manager to
turn the speakerphone or headset (or both) to ON. If you turn only the headset to ON, the agent must also turn
the phone headset button to ON.
In a multi-line enabled environment with auto-answer selected, if you are on a call on your non-ACD line,
the call will not auto-answer. However, if you turn on Unified Communications Manager Auto Answer, the
call will answer.
Idle Reason Required. Indicates whether an agent is required to enter a reason before entering the Idle state.
Logout Reason Required. Indicates whether an agent is required to enter a reason before logging out.
Auto Record on Emergency. Indicates in a record request is automatically sent when an emergency call
request starts.
Cisco Unified Mobile Agent (check box). Enables the Unified Mobile Agent feature so that the agent can
log in remotely and take calls from any phone. For more information about the Unified Mobile Agent, see
the Cisco Unified Contact Center Enterprise Features Guide at http://www.cisco.com/en/US/products/sw/
custcosw/ps1844/products_feature_guides_list.html.
Step 5
Click Save and then click Close.
Designate agent supervisors
When you create an agent, you can assign that agent to be an agent supervisor.
Procedure
Step 1
Step 2
On the open Agent Explorer for the agent that you want to make a supervisor, click the Supervisor tab.
On the Supervisor tab, enter information in the following fields:
Supervisor Agent. Check this check box to indicate that the selected agent is a supervisor.
Domain name. Select the trusted domain name from the drop-down list. The location button when selected,
lists the Active Directory folders in the selected domain.
Supervisor login as user. Enter the Active Directory user ID of the selected agent.
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If you enter an existing user from the domain in the edit box, a message appears stating “The account <name>
in domain <domain name> exists. Do you want to associate an agent supervisor with this existing account?”
If you select “Yes,” the agent supervisor is associated as a Unified CCE user. If you select “No,” you must
enter a name again.
If the user does not exist, the user is created on the domain.
A single user with Configuration Manager credentials cannot be defined as both a “Supervisor” and
a “Unified ICM/CCE/CCH user”. The following error occurs in such case: “User XXX in YYY
Domain exists as an ICM user or is already a Supervisor. Please select another user.” To circumvent
this limitation, create two records for this user with the same basic username, but with a different
role appended to each (for example, for user1 create user1.supervisor and user1.icm).
A user who is defined as a supervisor agent can access and use the Supervisor Desktop, CCE Web
Administration Tool. Supervisors can also add and remove members of their teams.
Note
Supervisor login password. Enter the Active Directory User password for the account of the selected
supervisor agent.
Description. Enter an optional description for the supervisor.
Step 3
Click Save.
Create agent teams
You can group individual agents into agent teams that supervisors can manage. Agent teams are assigned to
specific peripherals, so you must assign all agents of a given team to the same peripheral. You assign agents
individually to agent teams.
When configuring agent teams, be aware of the following rules:
• An agent can be a member of only one agent team.
• An agent team can have only one Primary Supervisor.
• A supervisor can be a supervisor of any number of agent teams.
• A supervisor for an agent team can also be a member of that agent team.
• All agents belonging to an agent team and all supervisors for that agent team must be on the same
peripheral.
For more information on team limits, see the appendix on system requirements in the Cisco Unified Contact
Center Enterprise Design Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/products-implementation-design-guides-list.html.
Procedure
Step 1
Step 2
Step 3
From the Configuration Manager, select Configure ICM > Peripherals > Agent Team > Agent Team List.
Click Retrieve and then Add to add a new agent team.
Click the Attributes tab and enter values in the following fields:
Name. Enter an enterprise name for the agent team that is unique within the enterprise.
Peripheral: Enter the name of the agent team peripheral. You can select the name from the drop-down list.
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Supervisor Script Dialed Number: Select a dialed number for the agent team from the drop-down list. If
you have not created a supervisor script, select the default, “none”. When you create the script, return to this
screen and enter the dialed number for the script.
Description: Enter additional information about the agent team.
Step 4
Step 5
Step 6
Step 7
Step 8
Click the Members tab and click Add.
Choose the agents that you to assign to the team and click OK.
Click the Supervisor tab and choose the supervisor from the Primary Supervisor drop-down list.
To add a secondary supervisor, click the Add button and select a secondary supervisor from the list. Click
OK.
Click Save and then click Close.
Configure Network VRUs
Use the Configuration Manager tool to configure Network VRUs.
After you configure a Network VRU and VRU scripts, you can use the Script Editor to write a routing script
to send a call to the VRU and invoke a specific VRU script.
See Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at http://
www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html for more information.
Create Network VRU Target
Procedure
Step 1
Within the Configuration Manager, select Tools > Explorer Tools > Network VRU Explorer.
The Network VRU Explorer window appears.
Step 2
Step 3
In the Network VRU Explorer window, click Retrieve to enable Add Network VRU .
Click Add Network VRU.
The Network VRU property tab appears.
Step 4
Complete the Network VRU property tab.
The Name and Type fields are required. All other fields are optional. For additional information refer to the
online Help.
Click Save to apply your changes.
Step 5
Define Network VRU Label
You must associate all VRU Types (except Type 6) with a Network VRU label.
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Procedure
Step 1
In the Network VRU Explorer window, click Retrieve and select the Network VRU you want to add the label
to.
The Label property tab appears.
Step 2
Complete the Label property tab.
The Routing client, Label, and Label type fields are required. All other fields are optional. For additional
information refer to the online Help.
Click Save to apply your changes.
Step 3
Set Default Network VRU and Range of Correlation Numbers
For Network VRUs, you must use the System Information dialog to define a range of correlation IDs so the
system software can communicate with the VRU about the call.
Procedure
Step 1
Within the Configuration Manager, select Tools > Miscellaneous Tools > System Information.
The System Information window appears.
Step 2
Step 3
Step 4
In the System Information window, select the Default Network VRU.
Enter the Minimum Correlation Number.
Enter the Maximum Correlation Number.
For additional information refer to the online help.
Click Save to apply your changes.
Step 5
Configure scripts
Network VRU scripts
VRU scripts differ from routing scripts. A configured VRU script runs only when the Unified CCE instructs
it to do so from a routing script. A VRU script on the Unified CCE is the configured record for the VRU script
that resides on the VRU system. A VRU script executes to collect digits, play hold music, or perform many
other common functions.
After you configure the VRU scripts, you can use the Script Editor to write a routing script to send a call to
the VRU and invoke a specific VRU script.
For deployments that include the Unified CVP, use the Translation Route to VRU node to send calls to the
Network VRU and invoke VRU scripts. Do not use Translation Route to VRU node for deployments that use
the Unified CCE System PG. Instead, use any one of Queue to Skill Group or Send to VRU nodes.
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Routing and administrative scripts
A routing script processes call routing requests from a routing client. Typically it examines several targets
and applies selection rules to find an available qualified agent or a target with the shortest expected delay.
You can set up different routing scripts to execute for different types of tasks. You can define call types in
terms of the telephone number the caller dialed, the number the caller is calling from, and additional digits
entered by the caller. For each call type, you can schedule different routing scripts to execute on different
days or at different times of the day.
An administrative script runs periodically to perform a task, such as setting variables.
Configure Network VRU scripts
Procedure
Step 1
From the Configuration Manager, select Tools > List Tools > Network VRU Script List.
The Network VRU Script List dialog box opens.
Step 2
Step 3
Click Retrieve and then click Add.
On the Attributes tab, enter the configuration information for the VRU script as follows:
Network VRU. Specify the Network VRU with which this script should be associated.
VRU Script Name. Enter script name; for example, BasicQ.
Name. Enter the script file name; for example, BasicQ.aef
Timeout [seconds]. Enter 180.
Configuration param. Leave blank.
Customer. Choose the same Unified CCE customer you chose for call type from the drop-down list.
Step 4
Step 5
Check the Interruptible check box.
Click Save and the click Close.
Troubleshoot Network VRU scripts
If a timeout occurs on a VRU script, it is possible that the Router does not notify the VRU PIM that a timeout
has occurred. Because the VRU PIM is not informed of the problem, it does not notify the VRU to cancel the
script.
At this point, the options for script flow include the following:
• The failure path in the Router script sends the call to a label, the VRU PIM gets a Connect and, if the
VRU supports it, generates a Cancel message. This is the most common result.
• Before the Router picks a label, the VRU script completes and the VRU sends a Script Result message
to the Router. The Router then sends a Dialogue Failure Event because it is not expecting a Script Result.
This is the next most common result.
• The failure path in the Router script tries to run another VRU script. This is not a common result.
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Currently, the best resolution to this problem is to use longer time-outs or create shorter VRU scripts. Be
aware that the failure exit from the Run VRU Script node is a problem that you may need to resolve.
VRU error checking
A special call variable VruStatus, allows you to check the result of the last VRU node (Send To
VRU/Translation Route to VRU/Run VRU Script) that the Unified CCE processed. The following table lists
the values for this variable.
Value
Meaning
Description
0
VRU_SUCCESS
The last VRU node was successful.
1
VRU_ERROR
The last VRU node failed because of a routing or
configuration error.
2
VRU_TIMEOUT
The last Send To VRU or Translation Route to VRU node
failed because the routing client did not respond within
20 seconds or the last Run VRU Script node failed
because the timeout limit defined for the script expired.
3
VRU_ABORTED
The last VRU node did not complete because the caller
hung up or was otherwise lost. (Because this causes the
routing script to terminate immediately, this value is never
seen.)
4
VRU_DIALOG_FAILED The last VRU node failed because communication with
the VRU ended unexpectedly.
5
VRU_SCRIPT_NOT_FOUND The VRU failed because the referenced VRU script was
not found in the Unified CCE configuration.
Configure routing and administrative scripts
After you complete your Unified CCE configuration, you can write routing scripts and administrative scripts.
You create, maintain, and monitor these scripts using the Script Editor.
For Information about
See
Creating Unified CCE scripts
Configuration Guide for Cisco Unified ICM/Contact Center
Enterprise at http://www.cisco.com/en/US/products/sw/
custcosw/ps1844/products_installation_and_configuration_
guides_list.html
Designing scripts for Unified CCE using the
Script Editor
Scripting and Media Routing Guide for Cisco Unified
ICM/Contact Center Enterprise at http://www.cisco.com/
en/US/products/sw/custcosw/ps1844/products_user_guide_
list.html
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For Information about
See
Planning scripts for your Unified CCE
reporting needs
Cisco Unified Contact Center Enterprise Reporting User
Guide at http://www.cisco.com/en/US/products/sw/custcosw/
ps1844/products_user_guide_list.html
Creating scripts for Outbound Option
Outbound Option Guide for Unified Contact Center
Enterprise at http://www.cisco.com/en/US/products/sw/
custcosw/ps524/prod_installation_guides_list.html
Configure Agent or Device Targets
Note
Device targets are deprecated. Use Agent Targeting Rules instead.
Configure Agent Targeting Rules
The Agent Targeting Rules (ATR) configures call routing by specifying the agent extension range, instead
of configuring Device Targets and Labels for every phone/Routing Client. This simplifies the call routing
configuration for the Agent PGs. Also, this feature reduces the amount of memory used by the Router because
a large number of Device Targets and Labels are replaced by a few rules. ATRs are therefore, the preferred
method for installation.
Before You Begin
You must configure the PGs and routing clients before you configure the Agent Targeting Rules.
Procedure
Step 1
From the Configuration Manager, choose one of the following:
• Configure ICM > Targets > Device Target > Agent Targeting Rule.
• Tools > List Tools > Agent Targeting Rule.
The ICM Agent Targeting Rules dialog box opens.
Step 2
Step 3
Step 4
Step 5
Step 6
Click Retrieve.
Click Add.
Enter a name for the rule.
Select a peripheral where the rule will be associated.
Select the rule type:
• Agent Extension
• Substitute Agent Extension: Enter the agent extension prefix and agent extension length.
• Translation Route: Select a Translation Route.
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For the Translation Route option, you must also configure the Translation Route DAIS as dialed numbers
associated with the target agent's peripheral routing client in Unified CCE. You must map the dialed
numbers to the route points that are configured in Unified Communications Manager and associated
with the JTAPI user. This is necessary to complete the Translation Route Rule.
Step 7
Step 8
Step 9
Step 10
Select one or more routing clients that can initiate the route request.
Enter the agent's extension range.
Click Save.
Test the rule configuration by routing calls from each routing client to each agent extension you defined. If
you defined a range, simplify the test by testing the lower and the upper limits of the agent extension, and a
sampling of the extensions in between the range limits.
Configure device targets and labels
Note
Device targets are deprecated. Use Agent Targeting Rules instead.
A device target is a telephony device that can be uniquely addressed by a telephone number. If you use device
targets, you configure a device target for each IP telephone that an agent uses. A device target is not associated
with any one peripheral. Each device target must have one or more associated labels, although only one label
may exist per routing client. The Unified CCE uses the device target to locate the label that routes a call to a
Unified CCE agent.
An agent is dynamically associated to a device target at the time the agent logs in to a peripheral. The agent
log-in request specifies the device target, or targets, to be associated with the agent. The association between
the agent and the device target lasts until the agent logs out of the peripheral.
After you configure device targets, you can verify that you have configured agents properly in the Unified
CCE by placing an Agent to Agent call. This test verifies your installation and configuration of the JTAPI
client, CTI OS, and agents in the Unified CCE. To verify agent configuration, you must log in as an agent
and then make a call to another agent. Calling another agent requires that you use the agent ID and not the
phone number of the instrument.
You configure each IP phone in the Unified CCE as a device target. You can configure only one extension
on the phone as a device target. You can configure additional extensions on the phone, but Unified CCE does
not operate with those extensions. So, no monitoring or control of those additional extensions is possible.
Unified CCE provides call treatment for ring no answer (RONA). So, you do not configure call forwarding
on ring-no-answer in the Unified Communications Manager configuration for the phones. Unless call center
policy permits warm (agent-to-agent) transfers, the Unified CCE extension also should not be published or
dialed by anyone directly, and only Unified CCE should route calls to this phone extension.
At agent login, the agent ID and phone extension are associated, and this association is released when the
agent logs out. This feature allows the agent to log in to any agent phone. At agent login, the Unified
Communications Manager PIM requests the Unified Communications Manager to begin monitoring the agent
phone and to provide device and call control for that phone. Each phone must be mapped to the Unified CCE
JTAPI user ID in order for the agent login to be successful.
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Configure device targets
Note
You do not have to configure device targets if your deployment uses a Unified CCE System PG.
Device targets are deprecated. Use Agent Targeting Rules instead.
Procedure
Step 1
From the Configuration Manager, select Configure ICM > Targets > Device Target > Device Target
Explorer.
The Device Target Explorer window opens.
Step 2
Click Retrieve and then click Add Device Target.
The Device Target tab opens.
Step 3
In the Device Target tab, enter values in the following fields:
Name. Enter an enterprise name for the target. This name must be unique among all device targets in the
enterprise.
Global Address. A unique identifier. The global address can be any unique string.
Entering an IP Address for an Unified CCE agent that uses an IP hard phone prevents agent log
in.
Config Parameters. Use this field to enter any specific configuration parameters you may require:
Note
– /devtype (CiscoPhone)
– /dn (full phone number) /ext (extension)
The Unified CCE gives this string to the Unified Communications Manager to initialize the device.
Using the extension (ext) may be optional, depending on your environment. In most cases, using the dialed
number (DN) is sufficient. The DN must start with a number 1 through 9 (0 is not allowed), and the extension
length must match the length that you indicated in the Unified Communications Manager Peripheral Gateway
Setup.
Description. Enter a description of the device. This is an optional field used to provide additional information
about the device.
Step 4
Click Save.
Configure labels
Note
If your deployment uses a Unified CCE System PG, you do not have to configure labels.
Procedure
Step 1
In the Device Targets Explorer window, select the target (service) for which you are creating the label and
click Add Label.
Step 2
In the Label tab, enter values in the following fields:
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Routing Client. Select the enterprise name of the routing client that can receive the label. Configure a label
for each type of Unified CCE routing client, including the interexchange carriers, NICs, Network VRUs, and
post-routing PGs.
Label. Enter the literal string of characters to be returned to the routing client.
Label Type. Enter the label type. The label type for the Unified CCE is Normal.
Customer. Choose the customer (Unified CCE Instance) from the drop-down list.
Description. Enter optional information about the label.
Step 3
Click Save.
The Unified CCE generates a unique value for the Label Name list after you save the attributes. Repeat this
procedure for any additional labels.
Configure translation routes
Use the Translation Route wizard to configure the translation routes for the Unified Communications Manager
and VRU peripherals. This wizard automates the correct associations with peripheral targets, labels, and
routes.
Note
Run the Translation Route Wizard only if your Unified CCE solution uses Unified CVP.
Procedure
Step 1
In the Configuration Manager, select Tools > Wizards > Translation Route Wizard.
The Translation Route Wizard introductory dialog box opens.
Step 2
Click Next.
The Acquire Lock and Select Configuration Task dialog box opens.
Step 3
Step 4
Select Create New.
Click Next.
The Define Translation Route dialog box opens. The graphic on the left of the dialog box shows the entities
you are defining while using the Translation Route Wizard.
Step 5
Enter a long and short name for the translation route and, optionally, a description (the short name is used in
forming target names).
Click Next.
The Select Configuration dialog box opens.
Step 6
Step 7
Choose the single peripheral, single routing client configuration from the drop-down list.
The graphic changes to show the configuration you select.
Step 8
Click Next.
The Select Peripheral Gateway, Peripherals, and Services dialog box opens.
Step 9
Enter values for the following fields:
Peripheral Gateway. Choose the gateway target for the translation route.
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Peripheral. Choose the single peripheral or the peripheral to route calls to.
Service/Service Array. If the translation route is associated with a single peripheral, choose the service
associated with the translation route. If the translation route is associated with multiple VRUs, then select a
service array.
Step 10 Click Next.
The Select Routing Clients and Dialed Numbers dialog box opens. Use this dialog box to specify the Unified
Communications Manager peripheral (or VRU peripheral) as the routing client from which translation routed
calls originate. For the Unified CCE the dialed number string is not applicable.
Step 11 Click Next.
The Select Network Trunk Groups for Routing Clients dialog box opens. Choose at least one network trunk
group to be used in peripheral targets associated with the translation route.
Step 12 Choose a routing client, select a network trunk group value for it, and click Add.
The Network Trunk Group appears in the list at the bottom of the dialog box.
Step 13 Click Next.
The Configure DAIS dialog box opens.
Step 14 Use this dialog box to specify the DAIS values that map to route points on the VRU. Do one of the following:
• To enter a specific DAIS value, click Add DAIS and enter the value.
• To add a range of DAIS values, typically required by a translation route, click Add DAIS Range.
A dialog box prompts you to enter a starting and ending DAIS value. The Translation Route Wizard
automatically generates the DAIS values in the range.
Step 15 Click Next.
The Configure Label dialog box appears.
Step 16 Use this dialog box to define a label that maps to the DAIS/CTI route points. A label consists of a prefix and
a suffix. Each DAIS value requires a unique label. Do one of the following:
• Enter prefixes and suffixes individually.
• Use the buttons in this dialog box to set a range of values or to base the prefix or suffix values on the
DAIS values.
Step 17 Click Next.
The Wizard Complete dialog box opens.
Step 18 Click Create Translation Route to create the translation route and its associated entities.
First, the Translation Route Wizard displays a success message and then the dialog box appears.
Step 19 Do one of the following:
• To see details about the translation route you just created, click Run Report.
• To return to the beginning of the Translation Route Wizard and perform a new task, select Start New
Task and click Finish.
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• To exit the Translation Route Wizard, click Finish.
Note
You can also use the Translation Route Explorer to create a translation route or to modify a translation
route that you created with the Translation Route Wizard. Select Configuration Manager > Tools >
Explorer Tools > Translation Route Explorer.
Configure Skill Groups or Precision Routing
Skill groups are collections of agents that share a common set of skills. Skill groups are associated with a
peripheral and are members of Services. You can associate agents with one or more skill groups.
To configure skill groups, you create skill groups, add the skill groups to services as members, and assign
agents to one or more skill groups.
Precision routing offers an alternative to skill group routing. Using Unified CCE scripting, you can dynamically
map the precision queues to direct a call to the agent who best matches the precise needs of the caller.
To configure precision routing, you create attributes, assign attributes to agents, create precision queues, and
create routing scripts.
Configure Skill Groups
Add skill groups
You configure skill groups to group agents with similar skills. You can associate agents with one or more
skill groups. Skill groups are associated with a specific Unified Communications Manager PIM. You can
group skill groups from multiple PIMs into Enterprise Skill Groups. You can direct calls to (routed to)
Enterprise Skill Groups to share the load across multiple call centers or Unified Communications Manager
installations. You can do reporting on Enterprise Skill Groups.
Agents are assigned one or more skills by associating the agent with the desired skill group.
After you create services and skill groups, you associate one or more skill groups with a service by making
them members of that service.
A default skill group is created automatically when you create system PGs. The default skill group acts as a
bucket to capture information about calls not routed by Unified CCE. (A call placed directly to an agent
extension is an example of such a scenario.) If you deploy multichannel applications in your Unified CCE
system, default skill groups are created for each Media Routing Domain that you configure.
Note
An agent must be assigned to at least one skill group to log in.
Procedure
Step 1
From the Configuration Manager, select Configure ICM > Peripherals > Skill Group > Skill Group
Explorer.
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Step 2
Step 3
Step 4
The Skill Group Explorer dialog box opens.
In the Select filter data section, select the peripheral from the drop-down list:
Click Retrieve and then click Add Skill group to add a new skill group for the selected peripheral.
Click the Skill Group tab and enter values for the following:
Media Routing Domain. Use Cisco_Voice for agents that do not use other media. For more information, see
the Cisco Unified Web & E-Mail Interaction Manager Administration Guides at http://www.cisco.com/en/
US/products/ps7236/prod_maintenance_guides_list.html.
Peripheral Number. Enter the skill group number as known by the peripheral. This value must be unique
among all skill groups for the peripheral, but does not need to be unique across peripherals.
Peripheral Name. Enter the local name for the skill group. This value must be unique among all skill groups
for the peripheral, but does not need to be unique across peripherals.
Name. The Configuration Manager generates the value for this field. This value is a unique name for the skill
group made up of a default value from the peripheral enterprise name and the skill group peripheral name.
Available Holdoff Delay. For the Unified CCE peripheral type, set this field to 0.
Priority. This field is read-only and defaults to 0.
Extension. Leave blank for the Unified CCE peripheral type.
ICM picks the agent. Check this check box.
Step 5
Step 6
Click Save and then click Close.
Repeat this procedure for any additional skill groups.
Assign skill groups as service members
To make a skill group a member of a service, you establish mappings of skill groups to services. Each skill
group can be mapped to zero, one, or more services. Each service can have zero, one, or more skill group
members.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
From the Configuration Manager, choose Configure ICM > Peripherals > Service > Service Explorer.
The Service Explorer dialog box opens.
Click Retrieve.
Click the service that directs the skill group and then click the Service Members tab.
On the Service Members tab, click Add to associate a skill group with the service.
Click OK.
Click Save and then click Close.
Repeat this procedure for each skill group you want to associate with a service.
Assign agents to skill groups
Agents must be assigned to at least one skill group in order to log in. You can assign agents to the most
appropriate skill groups according to their talents and skills to ensure that the most appropriate agent for a
request responds to the customer.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Note
From the Agent Explorer dialog box, choose the Skill Group Membership tab.
From the Skill group name list, select the skill groups to which you want this agent assigned.
Click Add.
The Add Skill Group Membership box opens, showing the skill groups to which the agent has been assigned.
Click OK.
Click Save and then click Close on the Agent Explorer dialog box.
Repeat this procedure to assign additional agents to skill groups.
You can remove agents from the Skill Group tab if necessary by selecting the agent and clicking Remove,
then Save.
Configure Precision Routing
To configure precision routing, use the Unified CCE Web Administration application, which links to various
precision routing gadgets. To access the application, click the CCE Web Administration shortcut on your
desktop, or copy the following URL into your browser: https://distributor ip/cceadmin.
For more information on precision routing, see the Cisco Unified Contact Center Enterprise Features Guide
at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_feature_guides_list.html
Add Attributes
Procedure
Step 1
Step 2
Navigate to Unified CCE Administration Manage > Attributes.
In the List of Attributes window, click New.
Step 3
Complete the following fields on the General tab:
Field
Required
Description
Name
yes
Type a unique attribute name. For example, to create
an attribute for mortgage insurance, type mortgage.
Description
no
Enter a maximum of 255 characters to describe the
attribute.
Type
no
Select the type: Boolean or Proficiency.
Default
no
Select the default (True or False for Boolean, or a
number from 1 to 10 for Proficiency).
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Step 4
Click Save.
Search for Agents
The Search field in the Agents tool offers an advanced and flexible search.
Click the + icon at the far right of the Search field to open a popup window, where you can:
• Select to search for agents only, supervisors only, or both.
• Enter a username, agent ID, first or last name, or description to search for that string.
• Enter one or more team names separated by spaces. (Team is an OR search--the agent or supervisor
must be a member of one of the teams.)
• Enter one or more attribute names separated by spaces. (Attributes is an AND search--the agent or
supervisor must have all attributes.)
• Enter one or more skill group names separated by spaces. (Skill Groups is an AND search.)
• Select departments, with options for Globals and Departments, Globals only, or Departments only.
Selecting Globals and Departments or Departments only enables an input field where you can enter
a space-separated list of department names. (Departments is an OR search.)
Note
Search by department is enabled only when departments are configured.
Assign Attributes to Agents
Procedure
Step 1
Step 2
With the selected agent displayed, click the Attributes tab.
Complete the Attributes tab:
This tab shows the attributes associated with this agent and their current values.
Click Add to open a popup list of all attributes, showing the name and current default value for each.
a) Click the attributes you want to add for this agent.
b) Set the attribute value as appropriate for this agent.
Add Precision Queue
Procedure
Step 1
Navigate to Unified CCE Administration > Manage > Precision Queues.
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This opens a List of Precision Queues window showing all precision queues that are currently configured.
Step 2
Click New to open the New Precision Queue window. Complete the fields.
Name
Required
Description
Description
no
Enter up to 255 characters to
describe the precision queue.
Service Level Type
yes
Select the service level type used
for reporting on your service level
agreement.
Service level type indicates how
calls that are abandoned before the
service level threshold affect the
service level calculation.
• Ignore Abandoned Calls
(the default): Select this
option if you want to exclude
abandoned calls from the
service level calculation.
• Abandoned Calls have
Negative Impact: Select this
option if you want only those
calls that are answered within
the service level threshold
time to be counted as treated
calls. The service level is
negatively affected by calls
that abandon within the
service level threshold time.
• Abandoned Calls have
Positive Impact: Select this
option if you consider a call
that is abandoned within the
service level threshold time
as a treated call. With this
configuration, abandoned
calls have a positive impact
on the service level.
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Name
Required
Description
Service Level Threshold
yes
Enter the time in seconds that calls
are to be answered based on your
service level agreement, from 0 to
2,147,483,647.
The time that you enter in this field
is used to report on service level
agreements and does not affect how
long a call remains in a precision
queue. The length of time a call
remains in a step is determined by
the wait time for each individual
step.
Agent Order
yes
Select an option to determine
which agents receive calls from this
queue.
The ordering of agents does not
dictate the agents who are selected
into a Precision Queue step. Agents
are included or excluded based on
the conditions specified for the
step.
• Longest Available Agent
(the default): The default
method of agent ordering for
a precision queue. The call is
delivered to the agent who
has been in the available (or
ready) state the longest.
• Most Skilled Agent: The call
is delivered to the agent who
has the highest competency
sum from all the attributes
pertinent to the Precision
Queue step. In an agent-rich
environment, this can mean
that more competent agents
would be utilized more than
less competent agents.
• Least Skilled Agent: The
call is delivered to the agent
who has the lowest
competency sum from all the
attributes pertinent to the
Precision Queue step.
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Name
Required
Description
Bucket Intervals
no
Select the bucket interval whose
bounds are to be used to measure
the time slot in which calls are
answered.
The field defaults to the system
default.
To select a different bucket
interval:
1 Click the magnifying glass
icon to display Select Bucket
Intervals.
2 Click a row to make a selection
and close the list.
Step 3
Click the numbered Step Builder link (Step 1, Step 2, and so on) to build a precision queue step in the Step
Builder popup window.
Step 4
When you have finished adding, click Save.
Consider If Formula for Precision Queue
If you are not on the last step of the precision queue, then you can enter a Consider If formula for that step.
A Consider If formula evaluates a call (within a step) against additional criteria. Each time a call reaches a
step with a Consider If expression, the expression is evaluated. If the value for the expression returns as true,
the call is considered for the step. If the value returns as false, the call moves to the next step. If no expression
is provided for a step, the step is always considered for calls.
To add a Consider If formula, type the formula into the Consider If box. Alternatively, you can use the Script
Editor to build the formula and then copy and paste it into the Consider If box. Objects used in Consider If
formulas are case-sensitive. All Consider If formulas that you add to a precision queue must be valid. If you
add an invalid formula, you cannot save the precision queue. To ensure that the formula is valid, use Script
Editor to build and validate the formula.
Only the following scripting objects are valid in a Consider If formula:
• Call
• PQ
• Skillgroup
• ECC
• PQ Step
• Call Type
• Custom Functions (You can create custom functions in Script Editor.)
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It is possible that a valid Consider If formula can become invalid. For example, if you delete an object used
in the formula after you create or update the precision queue, the formula is no longer valid.
Consider If Formula Examples
• PQ.PQ1.LoggedOn > 1--Evaluates whether there is more than one agent logged in to this queue.
• CallType.CallType1.CallsRoutedToday > 100--Evaluates whether more than 100 calls of this call
type were routed today.
• PQStep.PQ1.1.RouterAgentsLoggedIn > 1--Evaluates whether there is more than one router agent
logged in to this queue for Step 1.
• CustomFunction(Call.PeripheralVariable1) > 10--Evaluates whether this formula using a custom
function returns a value greater than 10.
Build Precision Queue Steps
Every precision queue must have a step, and every step must have an Expression. An Expression is a collection
of attribute terms.
Procedure
Step 1
Click the numbered step link in the Steps panel (Step 1, Step 2, and so on).
The step number popup window opens.
Step 2
Build the first step as follows.
a) Click the magnifying glass icon to the right of the Select Attribute field in the Expression 1 panel.
b) Select an attribute from the list.
c) Use the two Select fields to establish the terms of the attribute. Click the first Select field to choose an
operator.
• For Boolean attributes, choices are the operators for Equal and Not Equal.
• For Proficiency attributes, choices are the operators for True, False, Less Than, Less Than or Equal
To, Greater Than, and Greater Than or Equal To.
d) Click the second Select field to choose a value.
• For Boolean attributes, values are True and False.
• For Proficiency attributes, values are numbers from 1 to 10.
Your selection creates an attribute term for the Expression.
Step 3
To add a second attribute to the first Expression, click Add Attribute in the Expression 1 row.
a) Select AND or OR to establish the relationship between the first and second attributes.
b) Repeat steps 2b, 2c, and 2d.
Step 4
Continue to add attributes to Expression 1.
All attributes within an expression must be joined by the same logical operator. They must all be ANDs, or
they must all be ORs.
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Step 5
To add a second Expression, click the Add Attribute drop-down in the Expression 1 row and select Add
Expression.
Step 6
Select AND or OR to establish the relationship between the first and second Expressions.
Step 7
Step 8
Add attributes to Expression 2.
Continue to add Expressions as needed.
In this example, a Spanish caller located in the Boston area needs an onsite visit from a technician to repair
his ServerXYZ. An ideal agent should be fluent in Spanish and have the highest proficiency in ServerXYZ.
This can be seen in Expression 1. Expression 2 allows us to specify that the selected agent must also be from
either Boston or the New England area.
Step 9 When you have completed the step, click OK to add it to the precision queue.
Step 10 To build the next step, click Add Step.
Each successive step is prepopulated with the Expressions and attributes of its predecessor. Decrease the
attribute qualifications and competencies in successive steps to lower the bar such that the pool of acceptable
agents increases.
Step 11 When you have created all steps, you can open any step except the last and enter values in the Consider if
and Wait for fields.
• Consider if is a formula that evaluates a call within a step against additional criteria. (See Consider If
Formula for Precision Queue, on page 103 for more information about Consider If.)
• Wait for is a value in seconds to wait for an available agent. A call will queue at a particular step and
wait for an available agent matching that step criteria until the number of seconds specified. A blank
wait time indicates that the call will proceed immediately to the next step if no available agents match
the step criteria. Wait time defaults to 0 and can take a value up to 2147483647.
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Configure routes
The route is a value returned by a routing script that maps to a target or a peripheral. Those targets include
services, skill groups, agents, translation routes, queue points, or CTI route points. The Unified CCE converts
a route to a device target to direct to the request destination.
When you create a route, you associate the route with a service.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Configuration manager, choose Tools > Explorer Tools > Skill Group Explorer.
The Skill Group Explorer dialog box opens.
Click Retrieve.
Choose the skill group for which you are creating the route.
Click Add Route.
The Route tab opens.
In the Route tab, enter information in the following fields:
Skill group priority. The value 0 indicates a base skill group. This is the default when there is only one skill
group and there are no priorities.
Name. The enterprise name of the route.
Description. Enter an optional description of the route.
Service Name: The name for the service.
Step 6
Caution
Click Save.
When you break the association between a route and a peripheral, the Unified CCE removes the Route
ID value from all peripheral targets that reference that route.
Perform Bulk Configuration
Access Bulk Configuration Tools
Procedure
Step 1
Step 2
Step 3
Step 4
Double-click Configuration Manager in the Administration Data Server group or the Administration Client
group.
In the Menu selection box, select Tools > Bulk Configuration.
From the submenu selection list, select Insert if you need to insert data or Edit if you need to edit.
In the next menu selection list, select the type of table with which you need to work.
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Add New Records
You can add records by inserting multiple blank rows (records) and filling in the data or by importing the
data.
You can also edit the data you insert when you insert it.
Insert New Records
To insert a new record:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
In the Bulk Configuration > Insert menu, select the name of the data table to which you want to add records.
The appropriate Insert window opens, automatically displaying one new row.
To create additional rows, enter the number of additional rows in the Quantity field and click Insert. The
additional rows are added in the Insert window.
Enter the data in the rows:
a) If you want to edit individual fields in the new rows, type the information you want in each of the fields
and skip to Step 8.
b) If you want to edit a column in multiple rows so that a range of values is entered, continue to Step 4.
Note
For other ways of entering data into multiple rows, see Edit Range of Data, on page
110
Select the rows in the column you want to modify.
Click Edit Range. The Edit Range dialog appears.
Enter a prefix (optional), the start value for the range, and a suffix (optional). The generated values are listed
in the dialog.
Click OK to close the Edit Range dialog and apply the values to the column you selected.
When you have finished setting fields in the new rows, press Enter to apply your changes to the Unified CCE
database.
Note
You can leave empty rows, the system ignores them. No changes are made to the database until you
press Enter.
Import Data
You can import data from a specified text file into the opened database table. You can import whole records
or only columns of data if the data matches (see Step 3 of the following procedure). The process cancels if
any error occurs during the import process.
Procedure
Step 1
Step 2
Step 3
In the Insert or Edit window, click Import.
In the Import dialog, click File.
In the File Open dialog, select the file containing the data that you want to import and click Open.
The Import File Data area displays the first few lines of the opened file.
• When importing data in the Edit mode, the following rules apply:
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◦The Bulk Configuration tool reads only those records whose primary key values match those of
records in the Edit window.
If a record does not match the primary key value, the record is considered to be an error and a
message box with the primary key value pops up to ask you to correct the problem.
◦If any field in the import record is null, the corresponding field value in the grid window become
blank for an edit cell or uses the default value for a drop-down list cell.
◦If any field is missing in the import file, the corresponding field in the Edit window remains
unchanged.
◦If there is a larger number of records in the file to be imported than the number of rows in the grid,
it is considered an error and a message box pops up asking you to correct it.
◦If there is a duplicated primary key in the file to be imported, it is considered an error and a message
box with the duplicated primary key value pops up asking you to correct it.
◦After importing, all records imported (including records marked for deletion in the grid) are marked
as “Changed” regardless of whether the value is changed or not.
◦After importing, the records display in index order (ordered by logical keys). If you did not sort
before importing, the order appears the same after the import.
• When importing data in the Insert mode, the following rules apply:
◦Only a single import is supported and any existing rows are removed from the grid. When you
click Import, the following message box pops up if there is any record in the grid:
All the existing data will be replaced by the data to be imported.
If you want to retain the current data on the grid please click
the Cancel button then save or export the existing data. Click the
OK button to proceed with the importing.
◦After importing, all rows are marked as “New” and the ordering is the same as that in the file
imported from.
◦In the Import Insert mode, the tool reads only those records whose primary key values are not
presented. If the primary key field is selected for file to be imported, it is considered an error and
a message box with the primary key field name pops up asking you to correct the problem.
◦If any field in the import record is null, the corresponding field value in the grid window becomes
blank for an edit cell or uses the default value for a drop-down list cell.
Note
Step 4
Step 5
Step 6
If headers are included in the imported file, the Add and Remove buttons are not enabled
and you can only import the records as a whole. In that case, skip to Step 6.
If the imported data does not contain headers, in the Available Fields list box, select the names of the fields
to import that match the data and click Add.
To change the order of the columns, select a column and move it within the list by clicking Up or Down.
Click OK. The data is imported into the data table.
Data File Format
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The import and export files used by the Bulk Configuration tool can optionally include a header that identifies
the table and columns in the file. The header is followed by one line for each row of data.
The following rules apply to file headers:
• A line beginning with a number sign (#) is a comment and is ignored.
• Blank lines are also ignored.
• The header content is indicated by a line beginning with two underline characters and the word TABLE
or COLUMNS. The following line contains the name of the table or the name of the columns. For
example:
__TABLE
Call_Type __
COLUMNS
CallTypeID EnterpriseName Description Deleted CustomerDefinitionID
• All column names must be on a single line and are separated by Tab characters.
The following rules apply to the data in the files:
◦One row of table data per line.
◦Column values must be in the same order in all rows. If columns are specified in the header, the
columns in the data rows must be in the same order.
◦Column values are separated by a single Tab character.
◦Fields intentionally left blank must be represented by two adjacent Tab characters or a Tab character
at the end of a line. On import, the default value is used for such a value.
◦String values may include spaces.
◦An error occurs on import if a line contains too few or too many values.
Note
A simple way to create the import file with a valid format is to use Excel and save the
file as Text (Tab delimited) (*.TXT).
Select Data
You can select whole records for importing, exporting, setting security, deleting, or undeleting. Or, you can
select the same field in multiple records for simultaneous editing.
Select Records
Click in the left-most numbered field in a row to select that row and highlight it. Click in any other field in a
row to select the row but not highlight it.
Select One Field in Multiple Records
You can select one edit-control field (when there is no section box in the field) in multiple records in any of
the following three ways:
• Click the field where you want to start and, keeping the left mouse button held down, move the cursor
to the last field.
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• Click the field where you want to start. While holding down the Shift key, click the last field.
• Click the field where you want to start. While holding down the Shift key, click the down arrow to
select.
• Press Ctrl, then click on each field you wish to select. This allows you to select a discontinuous group
of fields.
Edit Range of Data
You can edit a range of data in a table column in three ways:
• Apply a single value to a range of edit-control fields
• Apply a single value to a range of selection-box fields
• Apply a range of values to a range of fields
Apply a Single Value to a Range of Edit-Control Fields
An edit-control field is one you can edit that does not contain a selection box.
To apply a single value to a range of edit-control fields:
Procedure
Step 1
Step 2
Step 3
Make your selection: click the field where you want the range to start and, keeping the left mouse button held
down, move the cursor to the last field in the range.
Type the new entry that you want to appear in all the fields.
Click Enter or Tab. This applies the change to all the records in the range and moves the focus to the next
data field.
Apply a Single Value to a Range of Selection-Box Fields
To apply a single value to a range of selection-box fields:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Select the first field where you want the range to start.
Press the Shift key and hold it down for steps 3, 4, and 5.
Click the selection-box down arrow but keep the left mouse button held down and select the fields you want
in the range.
Click the last field in the selection to display the selection list. You can also open the selection box by pressing
Alt + an arrow key.
Click your selection.
Click Enter or Tab (or any other field). This applies the change to all the records and moves the focus to the
next data field.
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Apply a Range of Values to a Range of Fields in a Column
To apply a range of values to a range of fields in a column:
Procedure
Step 1
Step 2
Select the range of fields in a database column. This enables the Edit Range button.
Note
The Edit Range button does not work for selection-box
fields.
Click Edit Range. The Edit Range dialog displays.
Figure 2: Edit Range Dialog Box
Step 3
Step 4
Step 5
In the Edit Range From field, enter the first number of the range.
In the Prefix and Suffix fields, you can optionally enter substrings to appear before or after each value. The
Edit Range dialog lists the generated values.
Note
When entering a numeric range, you may also enter leading zeros to ensure proper alignment (that
is, 001 to 999).
Click OK. This applies the changes to the fields you selected in the Insert or Edit window.
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Acquire License
Procedure
Step 1
Step 2
Step 3
Step 4
To acquire the license file, go to the Cisco Product License Registration website at this URL: https://
tools.cisco.com/SWIFT/LicensingUI/Home.
If you do not have a Product Authorization Key (PAK), click the available licenses link.
Scroll to Unified communications and click Cisco Unified Intelligence Center.
Enter your MAC Address, accept the agreement, and enter your Registrant Information.
The MAC Address appears online at the end of the installation. If you need to find the MAC Address again,
follow these steps to obtain it:
1 Sign in to the server node, using the credentials of the System Administration user.
2 Enter this CLI command: show status.
Step 5
Follow prompts to complete the registration windows.
You will receive an email from Cisco that contains your license file as an attachment. The file format is *.lic.
Step 6
Save the license file in a location where the System Application User can access it.
Warning
Save a backup copy of this file. You can open a *.lic. file to look at it, but do not make any changes
to it. Changing the file invalidates the license.
Sign In to Administration Console
Who can sign in to the administration console: The System Application User who is the default Superuser.
To upload the license, you must sign in to the Unified Intelligence Center Administration Console. This is
the OAMP interface for Unified Intelligence Center. The first person who signs in to the Administration
application must do so using the user ID and password that were defined for the System Application User
during the installation. This user is the initial Superuser for Unified Intelligence Center Administration.
Procedure
Step 1
Step 2
Enter this URL: http://<HOST ADDRESS>/oamp, where HOST ADDRESS is the IP address or hostname of
your Controller node.
Enter the System Application User ID and password that you defined during installation.
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Upload License
After the license file is uploaded to the publisher node, within a minute, it is automatically replicated to all
nodes in the cluster.
Procedure
Step 1
Step 2
Step 3
Step 4
In the Administration application, choose Cluster Configuration > License Management.
Click Browse.
Navigate to the location where the *.lic file was saved.
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.
Configure SQL User Account
Procedure
Step 1
Step 2
Step 3
Launch Microsoft SQL Server Management Studio on the Unified CCE Administration Client workstation.
Connect to the Side A Logger using the default credentials.
Navigate to Security > Logins, right-click Logins and select New Logins.
You use this login when you configure the data sources for Cisco Unified Intelligence Center reporting.
Step 4
On the General Screen:
a) Enter the Login Name.
b) Select SQL Server authentication.
c) Enter and confirm the password.
d) Uncheck Enforce password policy.
Step 5
Navigate to the User Mapping Screen page and perform the following:
a) Check the databases associated with Side A and AWdb.
b) If you are configuring a SQL user for Live Data, also check the master database.
c) Choose each database and associate it with the db_datareader and public roles, and click OK.
Step 6
Repeat this procedure on the Side B Logger.
Related Topics
Configure Live Data with AW, on page 35
set live-data aw-access, on page 238
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Configure Data Sources
To integrate Unified Intelligence Center with Unified CCE, you must configure the following two data sources:
• Unified CCE Historical data source—This data source is added by default to support the Unified CCE
stock historical reports and Unified CCE User Integration. Complete the Database Host, Database Name,
and the Database User ID and Password fields for this data source and ensure that it is online before
Unified CCE User Synchronization can occur.
• Unified CCE Realtime data source—This data source is added by default to support the Unified CCE
stock real time reports. Complete the Database Host, Database Name, and the Database User ID and
Password fields for this data source.
Depending on your environment, the Unified CCE Historical and Realtime data sources can point to the same
machine.
You can execute a CLI command to point each node to a unique IP Address for the Unified CCE Historical
or Realtime data source. The command is set cuic-properties host-to-ip. For more information about the
CLI, see the Administration Console User Guide for Cisco Unified Intelligence Center at http://www.cisco.com/
c/en/us/support/customer-collaboration/unified-intelligence-center/products-maintenance-guides-list.html.
To integrate Unified Intelligence Center with Unified CVP, you must add a Unified CVP data source.
A Unified Intelligence Center data source is also installed by default. This data source represents the Unified
Intelligence Center database on the node that stores records for reports, dashboards, and users maintained on
that node. This data is replicated across all nodes in the cluster. You can edit the description for this data
source, but do not change other fields. The Unified Intelligence Center data source for each node is configured
by default to point to that member.
Configure Unified CCE Data Sources
Placeholders for two Unified CCE data sources appear by default on the Data Sources page. These are the
data sources for the data that populates the stock templates. Before you can run reports or can run Unified
CCE User Integration, you must edit the parameters of these data sources to complete the configuration,
including Database Host, Database port, Database Name, User ID and Password.
The two data sources—Unified CCE Historical and Unified CCE Realtime—contain the same information,
but the Unified CCE Historical data source has a lower load volume and is used to gather data for most of the
stock value lists and for Unified CCE User Integration.
Before you can run reports or can run Unified CCE User Integration, you must edit the Unified CCE Historical
data source to complete the configuration for the Database Host Address, Database Name, IP Address, User
ID, and Password.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
From the Unified Intelligence Center Reporting application, click the Data Sources drawer in the left panel
to open the Data Sources page.
Select the Unified CCE Historical Data Source.
Click Edit to open the Data Source Create/Edit page.
Complete the fields for this data source. See the online help for guidance.
Test the data source connection. Troubleshoot if necessary.
Save the data source.
Repeat steps 2 through 6 for the Unified CCE Realtime data source.
Create Data Source for Cisco Unified CVP Report Data
Procedure
Step 1
Log in to the Unified Intelligence Center at https://<hostname of CUIC
Publisher>:8444/cuic.
Step 2
Step 3
Step 4
Select the Data Sources drawer to open the Data Sources page.
Click Create to open an Add Data Source window.
Complete fields on this page as follows:
Field
Value
Name
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
Enter a description for this data source.
Type
Choose Informix.
Note
Type is disabled in Edit
mode.
Database Host
Enter the IP address or Domain Name System (DNS) name
for the Unified CVP Reporting server.
Port
Enter the port number. Typically, the port is 1526.
Database Name
Enter the name of the reporting database on the Unified CVP
reporting server.
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Field
Value
Instance
Specify the instance name of the desired database. By default,
this is cvp.
Timezone
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.
Database User ID
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.)
Password and Confirm Password
Enter and confirm the password for the database user.
Charset
Choose UTF-8.
Default Permissions
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.
The new data source appears on the Data Sources list.
Download Report Bundles
The following Cisco Unified Intelligence Center report bundles are available as downloads from Cisco.com
http://software.cisco.com/download/type.html?mdfid=282163829&catid=null. Click the Intelligence Center
Reports link to view all available report bundles:
• Realtime and Historical Transitional templates - Introductory templates designed for new users. These
templates are simplified versions of the All Fields templates, and are similar to templates available in
other contact center solutions.
• Realtime and Historical All Fields templates - Templates that provide data from all fields in a database.
These templates are most useful as a basis for creating custom report templates.
• Live Data templates - Templates that provide up to the moment data for contact center activity.
• Realtime and Historical Outbound templates - Templates for reporting on Outbound Option activity.
Import these templates if your deployment includes Outbound Option.
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• Realtime and Historical Cisco SocialMiner templates - Templates for reporting on SocialMiner activity.
Import these templates if your deployment includes SocialMiner.
• Cisco Unified Intelligence Center Admin Security templates - Templates to report on Cisco Unified
Intelligence Server audit trails, permissions, and template ownership.
Additionally, sample custom report templates are available from the Cisco Developer Network (http://
developer.cisco.com/web/ccr/documentation).
Import Report Bundles
Procedure
Step 1
Step 2
In Unified Intelligence Center, click Reports in the left pane.
Click Import Report.
Step 3
In the File Name (XML or ZIP file) field, click Browse.
Step 4
Browse to and select the report bundle zip file, and click Open.
Select a report bundle for the version of software deployed in the contact center.
Step 5
Step 6
Step 7
Select the location where you want to save the file.
Click Import.
Choose one:
• If the report or reports do not yet exist, you must provide the data source. From the Data Source for
ValueList drop-down list, select the data source used. Then click Import.
Note
You have to select a data source for the value list only if it does not use the same data source
as the report definition. For LiveData reports, the Data Source for ReportDefinition is LiveData
Streaming and the Data Source for ValueList is UCCE Realtime. For real time reports, the Data
Source is UCCE Realtime. For historical reports, the Data Source is UCCE Historical.
• If the report or reports do exist, a message appears asking you if you want to replace the existing report
(which overwrites any report definition changes associated to it). Click Yes, Yes to All, No, or No to
All.
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.
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b)
c)
d)
e)
f)
g)
h)
i)
j)
Step 3
For Port, enter the port number for the domain controller.
Complete the Manager Distinguished Name fields that are required for the customer.
Enter and confirm the password with which the Manager accesses the domain controller.
For User Search Base, specify users and the domain name and any sub-domain names .
For Attribute for User ID, select sAMAccountName.
Add at least one domain for the UserName Identifier. Do not type the @ sign before the domain name.
Set a domain as the default.
Click Test Connection.
Click Save.
Configure syslog for all devices.
a) Choose Device Management > Log and Trace Settings.
b) For each host address:
• Select the associated servers.
• In the Edit Serviceability Settings screen Syslog Settings pane, configure the Primary and Backup
Host. Click Save.
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.
Configure Cisco Unified Customer Voice Portal
Configure Unified CVP Server
Configure Network Card for Unified CVP
Procedure
Step 1
Step 2
Step 3
Choose Start and right-click Network.
Select Properties. Then select Change Adapter Settings.
Press Alt F from the Network Connections page to display the Advanced menu.
Step 4
From the Advanced menu choose Advanced Settings.
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Set up Unified CVP Media Service IIS
To simplify Unified CCE scripting, do not define Cisco Unified CVP Media Server IIS in scripts.
Complete the following procedure on each of the CVP servers in the deployment.
Procedure
Step 1
Choose Start > Programs > Administrative Tools > Server Manager.
Step 2
Step 3
Step 4
Expand Roles in the left panel of the Server Manager window.
Expand Web Server (IIS) and select Internet Information Services (IIS) Manager.
Click the Hostname in the Internet Information Services Manager window.
Step 5
Under IIS, right-click Directory Browsing and select Open feature.
Step 6
Click Enable on the Action pane. Right-click Directory Browsing and click Start.
Set Up FTP Server
Procedure
Step 1
Install the FTP Service on the server.
a) Choose Start > Administrative Tools > Server Manager.
b) Expand Roles in the left panel of the Server Manager window.
c) Right-click Web Server (IIS) and click Add Role Services.
d) Check the FTP Server check box and then click Install, installation takes a few moments.
e) When the installation is complete, click Close.
Step 2
Enable the FTP Service on the server.
a) Choose Start > Administrative Tools > Server Manager.
b) Expand Roles in the left panel of the Server Manager window.
c) Expand Web Server (IIS) and then click Internet Information Services (IIS) Manager.
d) Expand hostname.
e) Right-click Sites and click Add FTP Site.
f) Enter a FTP site name.
g) Enter c:\Inetpub\wwwroot in the Physical path of the FTP site name, and click Next.
h) Enter the IP address of the CVP Server.
i) Select No SSL in SSL Options and then click Next.
j) Check the Anonymous and Basic check boxes.
k) Select All Users from the Allow Access To drop-down list.
l) Check the Read and Write check boxes, and then click Finish.
Step 3
Set the Basic Setting for the FTP Server.
a) Click Sites and then click the FTP server that you have created.
b) Click Basic Settings in the Actions tab and click Connect as.
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c) Select Application user (pass-through authentication) option and click OK twice.
Configure Unified CVP Reporting Server
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. For more information, see Configure Active Directory Server.
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.
Create Superusers
Procedure
Step 1
Step 2
Step 3
Log in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
Navigate to Admin User Management > Admin User Management to open the Users page.
Click Add New to add and configure a new user or click an existing username to edit the configuration for
that user.
This page has three tabs: General, Credentials, and Policy. For information about completing these tabs, see
Administration Console User Guide for Cisco Unified Intelligence Center at http://www.cisco.com/en/US/
products/ps9755/prod_maintenance_guides_list.html or the Administration console online help.
Step 4
Click Save.
Set Up Active Directory Server for LDAP Users
Configure the Active Directory tab in the Cisco Unified Intelligence Center Administration console so that
Unified CVP reporting users can log in to the Unified Intelligence Center reporting application with the user
name and password that is defined in their domain.
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Procedure
Step 1
Step 2
Step 3
Step 4
In the Cisco Unified Intelligence Center Administration application, navigate to Cluster Configuration >
Reporting Configuration and select the Active Directory tab.
Complete all fields on this page, referring to the online help for guidance.
Click Test Connection.
When the connection is confirmed, click Save.
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.
Procedure
Step 1
Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
Step 2
Step 3
Navigate to Control Center > Device Control.
Click on the name of the Member node you want to access. This opens the Cisco Unified Intelligence Center
login page for that member.
Enter your user ID and password. The Overview page appears.
Step 4
Create Data Source and Import Report Templates
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.
Procedure
Step 1
Step 2
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.
Choose the files and copy them to the client computer from where you can launch the Unified Intelligence
Center Reporting web application.
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Import Unified CVP Report Templates and Set Data Source
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Launch the Unified Intelligence Center web application using the URL http://<HOST
Enter your User Name and Password.
ClickReports.
Right-click the top Reports folder and select Create Sub-Category.
Name the new sub-category as a container for Unified CVP reports. Click OK.
Click Import Reports.
Browse to the location where you copied the Unified CVP Reporting templates files.
Click Import.
Step 9
Save to the Unified CVP sub-category folder you created in Step 5.
ADDRESS>:8444/cuic
Step 10 Click Import.
Step 11 Repeat for the callback templates.
Configure Unified CVP Operations Console
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.
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Configure Unified CVP Call Server Component
Procedure
Step 1
Step 2
Step 3
On the Unified CVP OAMP server, go to Start > All Programs > Cisco Unified Customer Voice Portal.
Click Operations Console and log in.
Navigate to Device Management > Unified CVP Call Server.
Step 4
Step 5
Click Add New.
On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM,
IVR, and SIP. Click Next.
Click the ICM tab. For each of the Cisco Unified CVP Call Servers, retain the default port of 5000 for the
VRU Connection Port.
Step 6
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
Step 9
Click the Device Pool tab. Make sure the default device pool is selected.
(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 Unified CVP VXML Server Component
Procedure
Step 1
Step 2
Step 3
Step 4
In the Unified CVP Operations console, navigate to Device Management > Unified CVP VXML Server.
Click Add New.
On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server.
Configure the primary and backup CVP Call Servers as follows:
a) For CVP-1A, the primary call server is CVP-1A and the backup call server is CVP-1B.
b) For CVP-2A, the primary call server is CVP-2A and the backup call server is CVP-2B.
c) For CVP-1B, the primary call server is CVP-1B and the backup call server is CVP-1A.
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d) For CVP-2B, the primary call server is CVP-2B and the backup call server is CVP-2A.
Step 5
Step 6
Step 7
Step 8
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.
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.
Click Save & Deploy.
Repeat this procedure for all CVP Servers.
Configure Unified CVP Media Server
Procedure
Step 1
Step 2
Step 3
In the CVP Operations Console, navigate to Device Management > Media Server.
Click Add New.
On the General tab, configure the following.
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
Step 5
Step 6
Step 7
Click Save.
Repeat Steps 1 through 4 for all CVP Servers.
In the CVP Operations Console, navigate to Device Management > Media Server.
Change Default Media Server from None to any one of the Unified CVP servers. Then click Set.
Step 8
Click Deploy.
Install Unified CVP licenses
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Sign in to the CVP Operations Console.
Choose Bulk Administration > File Transfer > Licenses.
In the Select device type field, choose All Unified CVP devices.
Browse and select the license file.
Click Transfer.
Click File Transfer Status to monitor transfer progress.
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Configure Gateways
Note
If you are using Internet Explorer 11, you must add the Unified CVP Operations Console URL to Internet
Explorer's list of Compatibility View websites in order to use the Operations Console. Compatibility View
settings are available from Internet Explorer's Tool menu.
Procedure
Step 1
Step 2
Step 3
In the Unified CVP Operations Console, navigate to Device Management > Gateway.
Click Add New.
On the General tab, configure as follows:
a) Enter the IP address.
b) Enter the hostname.
c) Choose the Device Type.
d) In the Username and Passwords pane, enter the username, password, and enable password.
Step 4
Click Test Sign-in to verify that a connection with the gateway can be established and that the credentials
are correct.
Click Save.
Repeat for every gateway.
Step 5
Step 6
Add Unified CCE Devices
Procedure
Step 1
Step 2
Step 3
Step 4
Log in to the Unified CVP Operations Console.
Choose Device Management > Unified ICM.
Click Add New.
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.
Step 5
Step 6
Click Save.
Repeat Steps 1 to 5 for all Unified CCE machines.
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Add Unified Communications Manager Devices
Procedure
Step 1
Step 2
Step 3
Step 4
Log in to the CVP Operations Console.
Choose Device Management > Unified CM.
Click Add New.
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.
Step 5
Step 6
Click Save.
Repeat Steps 1 to 5 for all Unified Communications Manager Devices.
Add Unified Intelligence Center Devices
Procedure
Step 1
Log in to the CVP Operations Console.
Step 2
Step 3
Step 4
Navigate to the Cisco Unified Intelligence Center Device. Choose Device Management > Unified IC.
Click Add New.
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.
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Transfer Scripts and Media Files
Create the notification destination and deploy to all of the Unified CVP devices.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Scripts &
Media.
In the Select device type field, select the Gateway.
Move all Gateways to Selected.
Click Default Gateway files.
Click Transfer and select OK at the popup window.
Step 6
Click File Transfer Status to monitor transfer progress.
Configure SNMP
For more information about SNMP in Unified CCE, see the Serviceability Guide for Cisco Unified ICM/Contact
Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_installation_and_
configuration_guides_list.html and SNMP Guide for Cisco Unified ICM/Contact Center Enterprise at http:/
/www.cisco.com/en/US/products/sw/custcosw/ps1844/products_installation_and_configuration_guides_
list.html.
Procedure
Step 1
Step 2
In the Unified CVP Operations Console, navigate to SNMP > V1/V2c > Community String .
Click Add New.
a) Name the community string.
b) Select the Devices tab and assign the SNMP community string to a device.
c) Click Save and Deploy.
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.
Configure SIP Server Group
SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.
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Procedure
Step 1
Step 2
In the Unified CVP Operations Console, navigate to System > SIP Server Group .
Create a server group for the Cisco Unified Communications Manager devices:
a) On the General tab, click Add New.
b) Fill in the SRV Domain Name FQDN field with a value that will also be used in the Cluster FQDN setting
in Enterprise Parameters in Communications Manager. For example, cucm.cisco.com.
c) In the IP Address/Hostname field, enter an IP address or hostname for the Unified Communications
Manager node.
d) Click Add.
The FQDN should match the FQDN configured in the Enterprise Cluster FQDN setting on the Cisco Unified
Communications Manager. For example, cucm.cisco.com. Adding the cluster subscriber nodes will load
balance across all sub nodes.
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:
a) On the Call Server Deployment tab, move all Unified CVP Call Servers from the Available list to the
Selected list.
b) Click Save and Deploy.
Configure Dialed Number Patterns
Dialed number patterns are required for:
• Agent Device
• Network VRU
• Ringtone
• Error
Procedure
Step 1
Step 2
In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern.
For each dialed number pattern in the table below:
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a)
b)
c)
d)
e)
Step 3
Step 4
Click Add New.
In the Dialed Number Pattern field, enter the dialed number pattern.
In the Description field, enter a description for the dialed number pattern.
In the Dialed Number Pattern Types pane, check the specified dialed number pattern types.
Click Save.
After you configure all dialed number patterns, click Deploy.
Click Deployment Status to make sure that you applied the configuration.
Dialed number pattern Description
Dialed number pattern types
91*
Check Enable Local Static Route.
Ringtone
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.
92*
Error
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 example,
enter 500* where the
range of agent
extensions is 5001 to
500999.
Agent Device. Not
applicable to SCC
Deployment model.
777*
Network VRU Label
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.
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.
Step 5
Restart the Unified CVP Call Server components.
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Set Up Device Pool
Complete the following procedure to configure a device pool.
Procedure
Step 1
Step 2
Step 3
Choose System > device pool.
Click Add new.
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 an appropriate Media resource group list in Media Resource Group List.
Step 6
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
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Make sure that you configured both the Publisher and Subscriber.
Choose System > Cisco Unified CM.
Click Find.
Make sure that you configured both the Publisher and Subscriber.
Choose System > Cisco Unified CM Group.
Add both Cisco Unified Communications Managers to the Default Unified Communications Manager Group.
Click Save.
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.
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Procedure
Step 1
Step 2
Step 3
Choose Device > CTI Route Point.
Click Add New.
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
Click Save.
Set Up Trunk
Complete the following procedure to configure a trunk for the Unified CVP Servers.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Choose Device > Trunk.
Click Add New.
From the Trunk Type drop-down list, choose SIP Trunk, and then click Next.
In the Device Name field, enter a name for the SIP trunk.
In the Description field, enter a description for the SIP trunk.
Click Next.
In the Trunk Configuration window, enter the appropriate settings:
a) Do not check the Media Termination Point Required check box.
b) From the DTMF Signaling Method drop-down list, choose RFC 2833.
c) From the SIP Profile drop-down list, choose Standard SIP Profile.
Step 8
Click Save.
Set Up Application User
Procedure
Step 1
Step 2
Step 3
Step 4
Choose User Management > Application User.
In the Application User Configuration window, click Add New.
Enter the User ID that you entered in Set Up Enterprise Parameters , on page 135. Unified CCE defines the
user ID as pguser.
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.
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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
Step 7
Associate the CTI route points and the phones with the application user.
Click Save.
Set Up SIP Options
Procedure
Step 1
Step 2
Step 3
Choose Device > Device Settings > SIP Profile.
Find and select Standard SIP Profile.
Step 4
Step 5
Click Save.
Click Reset.
Check Enable OPTIONS Ping to monitor destination status for Trunks with Service Type “None
(Default)”.
Set Up Route Pattern
Procedure
Step 1
Step 2
Choose Call Routing > Route Hunt > Route Pattern.
Add a route pattern for the A-side Unified CVP routing clients.
a) Click Add New.
b) In the Route Pattern field, enter 999911!
c) In the Gateway/Route List field, choose SIPTRK_to_CVP_1.
d) Click Save.
Step 3
Add a route pattern for the B-side Unified CVP routing clients.
a) Click Add New.
b) In the Route Pattern field, enter 999922!
c) In the Gateway/Route List field, choose SIPTRK_to_CVP_2.
d) Click Save.
Step 4
Add a route pattern for the Cisco Unified Communications Manager routing client.
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a)
b)
c)
d)
Click Add New.
In the Route Pattern field, enter 999933!
In the Gateway/Route List field, choose SIPTRK_to_CVP_1.
Click Save.
Note
These route patterns must match the network VRU label defined in Unified CCE. The predefined
network VRU label for the side A is 9999111010. The predefined network VRU label for the
side B is 9999221010. The predefined network VRU label for Unified Communications Manager
is 9999331010.
Set Up Conference Bridge
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Choose Media Resources > Conference bridge.
Add a conference bridge for each ingress/VXML combination gateway in the deployment.
In the Conference Bridge name field, enter a unique identifier for the conference bridge name that coincides
with the configuration on the gateway.
Click Save.
Click Apply Config.
Set Up Media Termination Point
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Choose Media Resources > Media Termination Point.
Add a media termination point for each ingress/VXML combo gateway in the deployment.
In the Media Termination Point Name field, enter a media termination point name for each ingress/VXML
combo gateway in the deployment.
Click Save.
Click Apply Config.
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Set Up Transcoder
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Choose Media Resources > Transcoder.
Add a transcoder for each ingress/VXML combo gateway in the deployment.
In the Device Name field, enter a unique identifier for the transcoder that coincides with the configuration on
the gateway.
Click Save.
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.
Procedure
Step 1
Step 2
Step 3
Choose Media Resources > Media Resource Group.
Add a Media Resource Group for Conference Bridges.
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
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
Step 14
Step 15
Step 16
Step 17
Step 18
Step 19
Step 20
Step 21
Step 22
Choose Media Resources > Media Resource Group List.
Add a Media Resource Group list and associate all of the media resource groups.
Click Save.
Choose System > Device Pool.
Click Default.
From the Media Resource Group List drop-down list, choose the media resource group added in Step 2.
Click Save.
Click Reset.
Choose Device > CTI Route Point.
Click the configured CTI Route Point. For more information, see Set Up CTI Route Point , on page 130.
From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
Click Save.
Click Reset.
Choose Device > SIP Trunk.
Click the configured SIP Trunk for side A. For more information, see Set Up Trunk , on page 131.
From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
Click Save.
Click Reset.
Click the configured SIP Trunk for side B. For more information, see Set Up Trunk , on page 131.
From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
Click Save.
Click Reset.
Set Up Enterprise Parameters
Procedure
Step 1
Step 2
Choose System > Enterprise Parameter.
Configure the Cluster Fully Qualified Domain Name, ccm.hcscc.icm.
Note
The Cluster Fully Qualified Domain Name is the name of the Unified Communications Manager
Server Group defined in Unified CVP.
Configure Mobile Agent
Complete the following procedure to configure CTI ports for Unified Mobile Agent.
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Procedure
Step 1
Step 2
Step 3
In Unified Communications Manager Administration, choose Device > Phone.
Click Add a New Phone.
Select CTI Port from the Phone Type drop-down list.
Step 4
Step 5
Click Next.
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
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
In Description, enter text identifying the local CTI Port pool.
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.)
Click Save.
Highlight a record and select Add a New DN.
Add a unique directory number for the CTI port you just created.
When finished, click Save and Close.
Repeat the above steps to configure the network CTI Port pool.
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.
Configure Local Trunk
Complete the following procedure to configure Unified Communications Manager for Local Trunk.
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Procedure
Step 1
From Unified Communications Manager Administration choose System > 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
Step 2
Step 3
Using Unified Communications Manager, create a SIP trunk toward the SIP proxy server and select the
Phantom location.
Create a SIP trunk for each ingress gateway and make the location of these ingress TDM-IP gateways the
actual branch location.
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
Step 5
For any IP-originated calls, associate the Unified Communications Manager route pattern with the SIP trunk.
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.
Configure Outbound Dialer
Complete the following procedure to configure Unified Communications Manager:
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Procedure
Step 1
Step 2
Log in to the Unified Communications Manager administration page.
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
Step 2
Step 3
Step 4
Step 5
Click the System.
Select Service Parameters.
Select a Server.
Select the service as Cisco Call Manager(Active).
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.
Configure Support for Multiline Agent Control
To enable reporting and control of secondary lines—particularly in deployments that have agents using phones
that require Join Across Line to be enabled—you must follow these configuration steps on Unified
Communications Manager.
Multiline Agent Control supports a maximum of four lines per phone, one ACD line and up to three non-ACD
lines.
Shared lines are not supported for ACD or non-ACD lines; you cannot have two or more agents that share a
common extension on their phones.
Procedure
Step 1
Step 2
Enable the Application User for the agent peripheral with the role of Standard CTI Allow Control of Phones
supporting Connected Xfer and conf to support phones that require Join Across Line setting on the hard
phone.
Configure all agent phones with the following parameters:
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• Busy Trigger: 1
• Maximum Number of Calls: 2
Configure RSM
Configure the Cisco Remote Silent Monitoring (RSM) Server in distributed mode, through Cisco Unified
Communications Manager.
To facilitate the configuration of RSM, you can use the Unified Communications Manager Bulk Administration
Tool (BAT) to automatically create and add line DNs to your simphone devices. Consider this approach if
the number of simphones you need to create is large.
Related Topics
Use Simphone Bulk Administration Tool , on page 142
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.
Note
You must be logged in to the Administration interface of a Unified Communications Manager cluster
before you can configure your simphones as described below.
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.
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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
2
3
4
5
6
7
8
Name - CC-RSM.
Description - Contact Center RSM Group.
Outbound calls limitations - National24Hrs-Standard-wCC.
Call forward limitations - Default CoS.
Voicemail Template - Basic voicemail service type.
Inbound call options - Allow two Direct Dial Inward lines.
Number of extensions or lines - Two Numbers: DDI or Extension.
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.
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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
Step 6
Enter the MAC address.
Enter the parameters:
Step 7
Parameter
Setting
Device Pool
RSMSimPhone
Phone Button Template
Standard 7941 SIP
Location
Relevant environment
Built In Bridge
Off
Phone Personalization
Disabled
Allow Device Control through CTI
Yes
Presence Group
Standard
Device Security Profile
Cisco 7941 Standard Non-Secure SIP
SIP Profile
Standard
Maximum Calls
2 (two)
Busy Trigger
1 (one)
Click Save.
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The simphone device is created.
Note
Parameters not listed can be left to their default
settings.
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
5040
Route Partition
RSMSimPhone
CTI Control
Yes
Voice Mail Profile
No voicemail
Calling Search Space
RSMSimPhone
Presence Group
Standard Presence group
User Hold MOH Audio Source *
1-SampleAudioSource
Network Hold MOH Audio Source *
1-SampleAudioSource
Line1 on Device <MAC ADDR>
RSM SimPhone
Monitoring Calling Search Space (CSS)
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.
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Procedure
Step 1
Step 2
Step 3
Step 4
Import the rsmsimphones.csv spreadsheet template file from the installed instance of RSM (located in the
C:\CiscoRSM\Extras directory).
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).
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).
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.
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.
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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
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Navigate to User Management > User Settings > Access Control Group.
Click Add New.
Enter Remote Silent Monitoring in the Name field, then click Save.
Navigate to User Management > User Group.
Click Find to display all user groups.
Click the icon in the Roles column for the Remote Silent Monitoring group.
Click Assign Role to Group. A new window appears.
Click Find to display all group roles.
Select the following roles:
• Standard CTI Allow Call Monitoring
• 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.
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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
Step 4
Step 5
Enter rsmuser for the user ID.
Enter a password. Ensure that the password is alphanumeric and does not contain any special characters.
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.
Associate all agent phone devices to be monitored through RSM.
From the Permissions Information window, click Add to User Group, and then add the user to the Remote
Silent Monitoring group, as previously created.
Click Save.
Step 6
Step 7
Step 8
Set Up Agent Phone Device
To configure an agent phone device to be monitored by RSM, ensure the following:
• 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.
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Configure Caller-Specific Music on Hold
Upload audio file
Follow this procedure to upload an audio file in an existing node or new node in a Cisco Unified
Communications Manager cluster.
If you are uploading to a new node, you must first configure a new and dedicated Music on Hold node that
can have only two Cisco Unified Communications Manager services running: Cisco Call Manager, and Cisco
IP Voice Media Streaming Application. Additionally, the Cisco IP Voice Media Streaming Application service
must be deactivated in all of the other nodes in the Cisco Unified Communications Manager cluster that
contains the dedicated Music on Hold node. For more information, see Installing Cisco Unified Communications
Manager.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Log in to the Cisco Unified Communications Manager Administration page.
Click the Media resources tab, and then click MOH Audio File Management.
In the MOH Audio File Management page, click Upload File.
In the Upload File window, click Browse, select the audio file that you want to set for Music on Hold, and
then click Open.
Click Upload File.
The audio file is now available for use as a Music on Hold audio source.
What to Do Next
Configure the uploaded audio file so that it can be used as an audio source for Music on Hold.
Configure audio source
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In the Cisco Unified Communications Manager Administration page, click Media resources tab, and then
click Music On Hold Audio Source.
Click Add new.
In the MOH Audio Stream Number field, enter a number that you want to assign to the audio file. You cannot
choose a number that has already been assigned to another audio file.
In the MOH Audio Source file drop-down menu, choose the audio file that you want to configure as the MoH
audio source.
(Optional) The MOH Audio Source Name field automatically populates the name of the audio file that you
chose in the previous step. You can edit the name of the audio file that you selected.
Click Save.
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What to Do Next
Configure the audio source in the Unified CCE routing script.
Configure Unified CCE routing script
Procedure
Step 1
Step 2
Step 3
Step 4
Log in to the Unified CCE Administrator workstation.
Open the Script Editor.
Open the script in which you want to set the caller specific Music on Hold.
Set the call variable SIPHeader with the value X-cisco-moh-source~mod~<User
number>,<Network Hold MoH Audio File number>.
Hold MoH Audio File
Example:
For example, X-cisco-moh-source~mod~6,7; where 6 and 7 are the numbers that you assigned to the audio
file. In this example, the audio file assigned for number 6 is played when the call is placed on user hold, and
the audio file assigned for number 7 is played when the call is placed on network hold.
Note
• List the new call variable after a Dialed Number (DN) or CallingLineID node. This ensures
that the call is for a particular DN, or from a particular Calling Line ID.
• If only one audio file is specified, the same file is used for both user hold and network hold.
• If the audio stream that you specified is not present in the Cisco Unified Communications
Manager cluster, then the default Music on Hold of the device plays.
Step 5
Click Save.
The audio file is now configured as the source audio file that will play for caller specific Music on Hold.
Configure Cisco Finesse
Configure Contact Center Enterprise CTI Server Settings
Access the administration console on the primary Finesse server to configure the A Side and B Side CTI
servers.
Note
After you restart Finesse, it can take approximately 6 minutes for all server-related services to restart.
Therefore, you should wait 6 minutes before you attempt to access the Finesse administration console.
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Note
If you are using HTTPS, the first time you access the administration console, you see a browser security
warning. To eliminate browser security warnings each time you sign in, you can trust the self-signed
certificate provided with Finesse or obtain and upload a CA certificate.
Procedure
Step 1
Sign in to the administration console on the primary Finesse server:
http://FQDN of Finesse server/cfadmin
Step 2
Step 3
Sign in with the Application User credentials defined during installation.
In the Contact Center Enterprise CTI Server Settings area, enter the CTI server settings as described in the
following table. Refer to your configuration worksheet if necessary.
Field
Description
A Side Host/IP Address
Enter the hostname or IP address of the A Side CTI server.
This value is typically the IP address of the Peripheral Gateway (PG).
The CTI server runs on the PG.
A Side Port
Enter the port number of the A Side CTI server. The value of this
field must match the port configured during the setup of the A Side
CTI server.
Peripheral ID
Enter the ID of the Agent PG Routing Client (PIM).
The Agent PG Peripheral ID should be configured to the same value
for the A Side and B Side CTI servers.
Step 4
B Side Host/IP Address
Enter the hostname or IP address of the B Side CTI server.
B Side Port
Enter the port of the B Side CTI server. The value of this field must
match the port configured during the setup of the B Side CTI server.
Click Save.
Configure Contact Center Enterprise Administration & Data Server Settings
Configure the Contact Center Enterprise Administration & Data Server settings to enable authentication for
Finesse agents and supervisors.
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Procedure
Step 1
Step 2
If you are not already signed in, sign in to the administration console.
In the Contact Center Enterprise Administration & Data Server Settings area, enter the Administration & Data
Server settings as described in the following table. Refer to your configuration worksheet if necessary.
Field
Description
Primary Host/IP Address
Enter the hostname or IP address of the Unified CCE Administration
& Data Server.
Backup Host/IP Address
Enter the hostname or IP address of the backup Unified CCE
Administration & Data Server.
Database Port
Enter the port of the Unified CCE Administration & Data Server.
Note
Step 3
Because Finesse expects the primary and backup
Administration & Data Server ports to be the same, the
Finesse administration console exposes only one port field.
You must ensure that the port is the same for the primary
and backup Administration & Data Servers.
AW Database Name
Enter the name of the AW Database (AWDB) (for example,
ucceinstance_awdb).
Domain
Enter the domain of the AWDB.
Username
Enter the username required to sign in to the AWDB.
Password
Enter the password required to sign in to the AWDB.
Click Save.
Configure Cluster Settings
Configure the cluster settings for the secondary Finesse node. The secondary Finesse node handles agent
requests if the primary server goes down.
Procedure
Step 1
Step 2
Step 3
If you are not already signed in, sign in to the administration console with the Application User credentials.
In the Cluster Settings area, in the Hostname field, enter the hostname of the secondary Finesse server.
Click Save.
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Restart Cisco Finesse Tomcat
After you make changes to the Contact Center Enterprise CTI Server, Contact Center Enterprise Administration
& Data Server, or cluster settings, restart Cisco Finesse Tomcat for the changes to take effect.
Procedure
Step 1
Access the CLI and run the following command:
utils service restart Cisco Finesse Tomcat
Step 2
You can enter the command utils service list to monitor the Cisco Finesse Tomcat Service. After Cisco Finesse
Tomcat changes to STARTED, agents who have passwords can sign in to the desktop.
Check Replication Status
Procedure
Step 1
Step 2
Step 3
Access the CLI on the primary Finesse server.
Sign in with the Administrator User credentials defined during installation.
Run the following command:
utils dbreplication runtimestate
This command returns the replication status on both the primary and secondary Finesse servers.
Ensure Agents Have Passwords
Agents who do not have a password defined in Unified CCE Configuration Manager cannot sign in to Finesse.
Agent password is an optional field in Unified CCE, but it is mandatory for Cisco Finesse.
For agents who do not have passwords, you must perform the following steps:
Procedure
Step 1
Step 2
Step 3
Launch Unified CCE Configuration Manager.
Locate the record for the agent (Agent Explorer > Agent tab).
Enter a password, and save the record.
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Ensure Logout Non-Activity Time for Agents is Configured
The Logout non-activity time specifies how long an agent can remain inactive in the Not Ready state before
that agent is signed out of Finesse. Perform the following steps to configure Logout non-activity time for an
agent.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Launch the Unified CCE Configuration Manager.
Launch Agent Desk Settings List (Tools > List Tools).
Select Agent Desktop Settings from the list.
In the Logout non-activity time field, enter the number of seconds of agent inactivity while in the Not Ready
state before the system software signs the agent out. You can enter a value between 10 seconds and 7200
seconds.
Click Save.
The modified settings are applied to all of the agents who use these agent desktop settings.
Ensure Agents Can Sign in to Desktop
After the system administrator defines configuration settings and restarts services, agents who have passwords
and operational handsets can sign in to the Finesse Agent Desktop.
Note
Finesse agents can use either their loginID or loginName to sign in. Ensure that each agent's loginID and
loginName are unique across both sets of data. If one agent's loginID matches another agent's loginName,
neither agent can sign in.
Note
After you restart 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 desktop.
Note
If you are using HTTPS, the first time you access the agent desktop, you see a browser security warning.
To eliminate browser security warnings each time you sign in, you can trust the self-signed certificate
provided with Finesse or obtain and upload a CA certificate.
Procedure
Step 1
Enter the following URL in the address bar of your browser:
http://FQDN of Finesse server/desktop
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Step 2
Step 3
If you installed the language pack COP file, you can select the language you want to appear on the desktop
from the language selector drop-down list. If you did not install the language pack COP file, the language
selector drop-down list does not appear in the user interface.
Note
If you installed the language pack COP file, you can also select a language by passing the locale as
part of the URL (for example, http://FQDN of Finesse server/desktop?locale=fr_FR) or by changing
your browser preferred language. The default language is English (en_US).
Enter your agent ID or username, password, and extension, and the click Sign In.
Figure 3: Desktop Sign-In
Trust Self-Signed Certificate
Trust the self-signed certificate provided by Finesse to eliminate browser warnings each time you sign in to
the administration console or agent desktop.
If you are not using HTTPS or if you uploaded a CA certificate, you can skip this procedure.
Procedure
Step 1
Step 2
In your browser, enter the URL for the administration console (https://FQDN of the primary Finesse
server/cfadmin) or the agent desktop (https://FQDN of the primary Finesse server/desktop).
Perform the steps in the following table for the browser you are using.
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Option
If you use
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 administration console (or 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 On the Certificate dialog box, click Install Certificate. This action opens the Certificate
Import Wizard.
Note
If you use Internet Explorer 11 with Windows 8.1, you must add Finesse to your
trusted sites before the Install Certificate option appears (Internet Options >
Security > Trusted Sites > Sites).
After you click Install Certificate, under Store Location, select Current User
to install the certificate for the current user only, or select Local Machine to
install the certificate for all Windows users who use this computer.
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 appears that asks if you want to install the certificate,
click Yes.
A Certificate Import dialog box that states the import was successful appears.
10 Click OK.
11 Enter your credentials, and then click Sign In.
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Option
Description
If you use
Firefox:
1 A page appears that states this connection is untrusted.
2 Click I Understand the Risks, and then click Add Exception.
3 On the 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
administration console (or agent desktop) loads.
5 Enter your credentials, and then click Sign In.
6 For the agent desktop only, an error appears that states Finesse cannot connect to the
Cisco Finesse Notification Service and prompts you to add a security exception for the
certificates issued by the Finesse server.
Click OK.
Obtain and Upload CA Certificate
Note
This procedure only applies 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 Finesse.
To eliminate browser security warnings each time you sign in, obtain an application and root certificate signed
by a Certificate Authority (CA). Use the Certificate Management utility from Cisco Unified Communications
Operating System Administration.
To open Cisco Unified Communications 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 the installation of
Finesse.
Note
You can find detailed explanations in the Security topics of the Cisco Unified Communications Operating
System Administration Online Help.
Procedure
Step 1
Generate a CSR.
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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
Generate and download a CSR for the secondary Finesse server.
To open Cisco Unified Operating System Administration for the secondary server, enter the following URL
in the address bar of your browser:
https://FQDN of secondary Finesse server:8443/cmplatform
Step 4
Step 5
Step 6
Use the CSRs to obtain the CA root certificate, intermediate certificate, and signed application certificate
from the Certificate Authority.
Note
To set up the certificate chain correctly, you must upload the certificates in the order described in
the following steps.
When you receive the certificates, select Security > Certificate Management > Upload Certificate.
Upload the root certificate.
a) From the Certificate Name drop-down list, select tomcat-trust.
b) In the Upload File field, click Browse and browse to the root certificate file.
c) Click Upload File.
Step 7
Upload the intermediate certificate.
a) From the Certificate Name drop-down list, select tomcat-trust.
b) In the Root Certificate filed, enter the name of the root certificate that you uploaded in the previous step.
Do not include the extension (for example, TEST Root CA 2048).
c) In the Upload File field, click Browse and browse to the intermediate certificate file.
d) Click Upload File.
Step 8
Upload the application certificate.
a) From the Certificate Name drop-down list, select tomcat.
b) In the Root Certificate field, enter the name of the intermediate certificate that you uploaded in the previous
step. Include the .pem extension (for example, TEST-SSL-CA.pem).
c) In the Upload File field, click Browse and browse to the application certificate file.
d) Click Upload File.
Step 9 After the upload is complete, sign out of Finesse.
Step 10 Access the CLI on the primary Finesse server.
Step 11 Enter the command utils service restart Cisco Finesse Notification Service to restart the Cisco Finesse
Notification service.
Step 12 Enter the command utils service restart Cisco Finesse Tomcat to restart the Cisco Finesse Tomcat service.
Step 13 Upload the application certificate to the secondary Finesse server.
You do not need to upload the root and intermediate certificates to the secondary Finesse server. After you
upload these certificates to the primary server, they are replicated to the secondary server.
Step 14 Access the CLI on the secondary Finesse server and restart the Cisco Finesse Notification Service and the
Cisco Finesse Tomcat Service.
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Configure DNS on Clients
Note
This procedure is required for uncommon environments where non-hierarchical DNS configuration exists.
If your environment has hierarchical DNS configuration, you do not need to perform this procedure. This
procedure applies to clients that use a Windows operating system. For information about configuring DNS
on Mac clients, see your Apple documentation (www.apple.com/mac).
Configuring DNS on client computers allows the clients to resolve the fully-qualified domain name (FQDN)
of the active Finesse server during a failover.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Go to Control Panel > Network and Internet > Network and Sharing Center. (Open the Control Panel,
enter Network Connections in the search bar, and then click View network connections.)
Click the appropriate network connection.
A dialog box showing the status of the connection appears.
Click Properties.
On the Networking tab, select Internet protocol version 4 (TCP/IPv4) or Internet protocol version 6 (TCP/IPv6)
if the client is IPV6, and then click Properties.
Click Advanced.
On the DNS tab, under DNS server addresses, in order of use, click Add.
Enter the IP address of the DNS server that was entered during installation and click Add.
If a secondary DNS was entered during installation, repeat Step 5 and Step 6 to add its IP address.
Live Data Reports
Cisco Unified Intelligence Center provides Live Data real-time reports that you can add to the Finesse desktop.
Prerequisites for Live Data
Before you add Live Data reports to the desktop, you must meet the following prerequisites:
• You must have the Live Data reports configured and working in Cisco Unified Intelligence Center.
• You must use either HTTP or HTTPS for both Cisco Unified Intelligence Center and Finesse. You
cannot use HTTP for one and HTTPS for the other. The default setting for both after a fresh installation
is HTTPS. If you want to use HTTP, you must enable it on both Cisco Unified Intelligence Center and
Finesse. For information about enabling HTTP for Cisco Unified Intelligence Center, see the
Administration Console User Guide for Cisco Unified Intelligence Center at http://www.cisco.com/c/
en/us/support/customer-collaboration/unified-intelligence-center/products-maintenance-guides-list.html.
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• Ensure that user integration synchronization is enabled for Cisco Unified Intelligence Center. For more
information, see the Administration Console User Guide for Cisco Unified Intelligence Center.
• If your deployment uses HTTPS, you must upload security certificates to the Finesse, Cisco Unified
Intelligence Center, and Live Data servers depending your deployment:
On Server
Import Certificates From
Finesse
Live Data and Cisco Unified Intelligence Center
Live Data
None required
Cisco Unified Intelligence Center
Live Data
Finesse, Cisco Unified Intelligence Center, and Live Data are installed with self-signed certificates.
However, if you use the self-signed certificates, agents and supervisors must accept certificates in the
Finesse desktop when they sign in before they can use the Live Data gadget. To avoid this requirement,
you can provide a CA certificate instead. You can obtain a CA certificate from a third-party certificate
vendor or produce one internal to your organization.
Add Live Data Reports to Finesse
The following sections describe how to add the Live Data reports to the Finesse desktop. The procedure that
you follow depends on several factors, described in the following table.
Procedure
When to use
Add Live Data reports to default desktop layout
Use this procedure if you want to add Live Data
reports to the Finesse desktop after a fresh installation
or after an upgrade if you have not customized the
default desktop layout.
Add Live Data reports to custom desktop layout
Use this procedure if you have customized the Finesse
desktop layout.
Add Live Data reports to team layout
Use this procedure if you want to add Live Data
reports to the desktop layout for specific teams only.
Add Live Data Reports to Default Desktop Layout
The Finesse default layout XML contains commented XML code for the Live Data report gadgets available
for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets
and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to the default desktop layout. Use this
procedure after a fresh installation of Finesse. If you upgraded Finesse but do not have a custom desktop
layout, click Restore Default Layout on the Manage Desktop Layout gadget and then follow the steps in this
procedure. Note that line breaks and spaces that appear in the example text are provided only for readability
and must not be included in the actual code.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Sign in to the Finesse administration console (https://FQDN of Finesse server/cfadmin), in
which FQDN refers to the fully qualified domain name.
Click the Desktop Layout tab.
Remove the comment characters (<!-- and -->) from each report that you want to add to the desktop layout.
Make sure you choose the reports that match the method your agents use to access the Finesse desktop (HTTP
or HTTPS).
Replace my-cuic-server with the fully qualified domain name of your Cisco Unified Intelligence Center Server.
Optionally, change the gadget height.
Example:
The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change
the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to
be 400 pixels, change the code as follows, replacing 310 with 400:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=400&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
To maintain the optimal display of the gadget with scroll bars, set the value for the gadget height to a minimum
of 200 pixels. If the report does not require scroll bars, for example a one-row report, you can set a smaller
gadget height (for example, 100 pixels). If you do not specify anything for the gadget height (if you remove
the 310 from the URL), it defaults to 170 pixels.
Step 6
Click Save.
Note
After you add a gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of rows, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without needing to scroll down.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
Add Live Data Reports to Custom Desktop Layout
The Finesse default layout XML contains commented XML code for the Live Data report gadgets available
for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets
and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to a custom desktop layout. Note that line
breaks and spaces that appear in the example text are provided only for readability and must not be included
in the actual code.
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Procedure
Step 1
Step 2
Step 3
Step 4
Sign in to the Finesse administration console.
Click the Desktop Layout tab.
Click Finesse Default Layout XML to show the default layout XML.
Copy the XML code for the report you want to add from the Finesse default layout XML. If your agents use
HTTP to access Finesse, copy the XML code for the HTTP report. If they use HTTPS, copy the XML code
for the HTTPS report.
Example:
To add the Agent Report for HTTPS, copy the following:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&
viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
Step 5
Paste the XML within the tab tags where you want it to appear.
Example:
To add the report to the home tab of the agent desktop:
<layout>
<role>Agent</role>
<page>
<gadget>/desktop/gadgets/CallControl.jsp</gadget>
</page>
<tabs>
<tab>
<id>home</id>
<label>finesse.container.tabs.agent.homeLabel</label>
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&
viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
</tab>
<tab>
<id>manageCall</id>
<label>finesse.container.tabs.agent.manageCallLabel</label>
</tab>
</tabs>
</layout>
Step 6
Step 7
Replace my-cuic-server with the fully qualified domain name of your Cisco Unified Intelligence Center Server.
Optionally, change the gadget height.
Example:
The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change
the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to
be 400 pixels, change the code as follows:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=400&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
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To maintain the optimal display of the gadget with scroll bars, set the value for the gadget height to a minimum
of 200 pixels. If the report does not require scroll bars, for example a one-row report, you can set a smaller
gadget height (for example, 100 pixels). If you do not specify anything for the gadget height (if you remove
the 310 from the URL), it defaults to 170 pixels.
Step 8
Click Save.
Note
After you add a gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of rows, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without needing to scroll down.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
Add Live Data Reports to Team Layout
The Finesse default layout XML contains commented XML code for the Live Data report gadgets available
for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets
and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to the desktop layout of a specific team.
Note that line breaks and spaces that appear in the example text are provided only for readability and must
not be included in the actual code.
Procedure
Step 1
Step 2
Step 3
Step 4
Sign in to the Finesse administration console.
Click the Desktop Layout tab.
Click Finesse Default Layout XML to show the default layout XML.
Copy the XML code for the report you want to add from the Finesse default layout XML. If your agents use
HTTP to access Finesse, copy the XML code for the HTTP report. If they use HTTPS, copy the XML code
for the HTTPS report.
Example:
To add the Agent Report for HTTPS, copy the following:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
Step 5
Step 6
Step 7
Step 8
Step 9
Click the Team Resources tab.
Select the team from the list of teams for which you want to add the report.
In the Resources for <team name> area, click the Desktop Layout tab.
Check the Override System Default check box.
Paste the XML within the tab tags where you want it to appear.
Example:
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To add the report to the home tab of the agent desktop:
<layout>
<role>Agent</role>
<page>
<gadget>/desktop/gadgets/CallControl.jsp</gadget>
</page>
<tabs>
<tab>
<id>home</id>
<label>finesse.container.tabs.agent.homeLabel</label>
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&
viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
</tab>
<tab>
<id>manageCall</id>
<label>finesse.container.tabs.agent.manageCallLabel</label>
</tab>
</tabs>
</layout>
Step 10 Replace my-cuic-server with the fully qualified domain name of your Cisco Unified Intelligence Center Server.
Step 11 Optionally, change the gadget height.
Example:
The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change
the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to
be 400 pixels, change the code as follows:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=400&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
To maintain the optimal display of the gadget with scroll bars, set the value for the gadget height to a minimum
of 200 pixels. If the report does not require scroll bars, for example a one-row report, you can set a smaller
gadget height (for example, 100 pixels). If you do not specify anything for the gadget height (if you remove
the 310 from the URL), it defaults to 170 pixels.
Step 12 Click Save.
Note
After you add a gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of rows, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without needing to scroll down.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
Modify Live Data Stock Reports for Finesse
This procedure describes how to modify the Live Data stock reports in Cisco Unified Intelligence Center and
add the modified report to the Finesse desktop layout. Note that line breaks and spaces that appear in the
example text are provided only for readability and must not be included in the actual code.
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Note
To make sure the modified gadget renders in the Finesse desktop, you must give the appropriate permission
for that report in Cisco Unified Intelligence Center.
Procedure
Step 1
Step 2
Step 3
Step 4
Sign in to the Finesse administration console.
Click the Desktop Layout tab.
Click Finesse Default Layout XML to show the default layout XML.
Copy the gadget URL for the report you want to modify from the Finesse default layout XML and paste it
into a text editor.
Example:
If you want to modify the Agent Report for HTTPS, copy the following URL and paste it into a text editor:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
Step 5
In Cisco Unified Intelligence Center, in Edit view of the report, select the view for which you want to create
a gadget URL and then click Links.
The HTML Link field displays the permalink of the customized report.
Step 6
Copy the permalink of the customized report from the HTML Link field, and paste it in a text editor. Then
copy the viewId value from this link into the desired view.
Example:
Copy the viewId, which is underlined in this example, from the permalink for the report.
https://<Server Name>:8444/cuic/permalink/PermalinkViewer.htmx?
viewId=5C90012F10000140000000830A4E5B33&linkType=htmlType&viewType=Grid
Step 7
Step 8
Step 9
Replace the desired viewId value in the gadget URL with the viewId value from the permalink of the customized
report.
Replace my-cuic-server with the FQDN of the Cisco Unified Intelligence Center Server.
Add the customized gadget URL to the desktop layout XML in the Manage Desktop Layout gadget and click
Save.
Note
After you add the gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of rows, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without the need to scroll.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
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Initial Configuration Troubleshooting
If
Then
The administration console does
not load after a fresh installation.
1 Clear your browser cache (delete browsing history and cookies).
2 If the problem persists, restart the Cisco Finesse Tomcat service or
restart the Finesse server.
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If
Then
Agents cannot sign in to the
desktop after a fresh installation.
1 Verify that the agent ID and password are correct.
Finesse agents can use either their loginID or loginName
to sign in. Ensure that each agent's loginID and loginName
are unique across both sets of data. If one agent's loginID
matches another agent's loginName, neither agent can sign
in.
2 Verify that a valid domain was configured during installation and
that forward and reverse DNS are set up correctly. To check whether
DNS was configured during installation, check the install.log for the
following:
Note
InstallWizard|USER_ACTION_BTN_PUSH: Screen = DNS Client
Configuration, button pushed = No|<LVL::Info
The preceding message indicates that DNS was not configured during
the installation. Reinstall Finesse and configure the DNS with a valid
domain.
3 Verify that the agent is configured in Unified CCE.
4 Verify that the AWDB is configured correctly.
a Check the realm.log for the following line:
"ERROR
com.cisco.ccbu.finesse.realms.ccerealm.CCERealmConfig Cannot connect to any AWDB! Ensure that at least one AWDB
is configured properly and running!"
This line indicates that Finesse cannot connect to the AWDB.
b Check that the values entered in the Contact Center Enterprise
Administration & Data Server Settings gadget are correct.
• Verify that the username entered is a Windows domain
user.
• Verify that the username is not prepended with the domain
(for example, domain\username).
• Verify that the port configured is open to the Finesse server.
c Check that the AWDB is set up correctly and running.
• The AWDB SQL server must use Windows authentication.
• Verify that the AWDB server is up and that the Distributor
service is running.
5 Restart Cisco Finesse Tomcat on the primary and secondary Finesse
servers.
6 Verify that the agent's device is properly configured in Unified
Communications Manager and is active.
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CHAPTER
6
Upgrade Overview
• Multistage Upgrades and Maintenance Windows, page 167
• Unified CCE Contact Center Upgrade Flowcharts, page 170
• Data Migration Considerations, page 177
• Silent Upgrade, page 178
• Uninstallation, page 178
Multistage Upgrades and Maintenance Windows
A Unified CCE solution upgrade likely involves a multistage process; components are grouped in several
stages for upgrading. At each stage in the upgrade, the upgraded components must interoperate with components
that have not yet been upgraded to ensure the overall operation of the contact center. Therefore, it is important
to verify this interoperability during the planning stages of the upgrade.
Before upgrading a production system, perform the upgrade on a lab system that mirrors your production
system to identify potential problems safely.
The following table details the required sequence for upgrading Unified CCE solution components, and the
minimum component groupings that must occur together within one stage. Follow each stage to completion
within one maintenance window. Each maintenance window must accommodate any testing required to ensure
system integrity and contact center operation.
You can combine more than one complete stage into a single maintenance window, but you cannot break any
one stage into multiple maintenance windows.
Note
• If you have installed Cisco Agent Desktop (CAD) on a PG machine, you must upgrade the CAD to
the latest supported version before you upgrade the PG machine to Unified CCE 11.0(x).
• Unified CCE 11.0(x) does not support SQL Server 2008. If CAD is currently running on SQL Server
2008, upgrade to SQL 2014 before attempting to upgrade the PG to CCE 11.0(x).
Upgrade the components that apply to your Unified CCE contact center as follows:
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Multistage Upgrades and Maintenance Windows
Stage
Component Group
1
Agent and supervisor
desktops
2
Queuing and
self-service*
3
Gateways
Components
• Cisco Finesse
Notes
If you use the CTI OS or the
Cisco Agent Desktops, you must
upgrade them in a later window.
• Cisco Unified Customer Voice Portal (CVP)
(Operations Console, Reporting Server, Call
Server/VXMLServer, Unified Call Studio)
• IOS Gateways (If used for ingress access only. If
used for Outbound Option Dialer, see Stage 6.)
• CVP VXML Gateways
4
Reporting server
5
Central Controller
• CUIC server
• Unified CCE Router
• Unified CCE Logger
• Admin & Data server (AW/HDS/DDS)
• CUIC Reporting Templates
• CCMP
• Administration Client
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If upgraded without upgrading
reporting templates at the same
time, is backwards compatible
with previous Central Controller
version.
You can upgrade Side A and Side
B in different maintenance
windows, but you must upgrade
all central controller components
on one side together.
Upgrade Overview
Multistage Upgrades and Maintenance Windows
Stage
Component Group
6
Peripherals
Components
Notes
Everything that resides on one
• Agent (Unified Communications Manager) PG or virtual machine must be upgraded
System PG, plus
together.
◦CTI Server
You can have many PGs located
on different virtual machines.
◦CTI OS Server
You can upgrade each PG virtual
◦Outbound Option Dialer and SIP IOS
machine in its own maintenance
Gateway
window.
◦Remote Silent Monitor
• VRU PG (if collocated with Agent PG on VM)
• MR PG (if collocated with Agent PG on VM), plus
◦EIM/WIM
• Unified CCE Gateway PG (if collocated with
Agent PG on VM)
7
Peripherals
You can have many PGs located
• MR PG (if not collocated with Agent PG on VM), on different virtual machines.
plus
You can upgrade each PG virtual
machine in its own maintenance
◦EIM/WIM
window.
• VRU PG (if not collocated with Agent PG on VM)
• Unified CCE Gateway PG (if not collocated with
Agent PG on VM)
• CRM connector
8
(Recursive,
see Notes)
Agent desktop client
software
• CTI OS (Agent/Supervisor Desktops)
or
• CAD (Agent/Supervisor Desktops)
Note
The CTI Toolkit Desktop and Cisco Agent
Desktop are deprecated in Unified CCE Release
11.0(1). Do not include these desktops in new
deployments. Support for these desktops will
be removed in a future release.
You can have many desktops
located in many different sites.
You can upgrade CTI OS or CAD
desktops in multiple maintenance
windows; the later upgrade stages
are not dependent on the
completion of this stage.
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Unified CCE Contact Center Upgrade Flowcharts
Stage
Component Group
9
Call Processing
Components
Notes
• Cisco Unified Communications Manager (Unified
Communications Manager)
• JTAPI on Agent (Unified Communications
Manager) PG
Any (See
Notes)
Media Recording
• MediaSense
MediaSense is a standalone
application that you can upgrade
at any time after IOS Gateway
upgrades.
*
If you are using Unified IP IVR for self-service and queueing, see Getting Started with Cisco Unified IP IVR.
Unified CCE Contact Center Upgrade Flowcharts
The following diagram illustrates the solution-level upgrade flow for a Cisco Unified Contact Center Enterprise
solution upgrade.
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Unified CCE Contact Center Upgrade Flowcharts
The following diagrams illustrate the stages of the component-level upgrade flows for a Cisco Unified Contact
Center Enterprise solution upgrade. Each diagram covers one of the stages. The letter at the end of each flow
indicates the start of the next flow that you should perform.
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Unified CCE Contact Center Upgrade Flowcharts
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Unified CCE Contact Center Upgrade Flowcharts
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Unified CCE Contact Center Upgrade Flowcharts
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Unified CCE Contact Center Upgrade Flowcharts
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Unified CCE Contact Center Upgrade Flowcharts
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Data Migration Considerations
Data Migration Considerations
The data migration set is identical irrespective of the migration path you choose to follow.
The Technology Refresh task involves:
• Backup/Restore the data
• Data migration
The Common Ground upgrade task involves only data migration.
For Technology Refresh upgrades, have the fastest possible network (gigabit through one network switch)
between the source and the destination machines. Use of a crossover cable is not supported because it lacks
buffer memory and can cause data loss.
To reduce data migration time, consider reducing the database size by taking the following steps:
• Remove redundant records, especially call detail records (RCD, RCV, TCD, and TCV tables). However,
be aware that removing records affects the availability of historical reports; knowledge of the HDS
schema is required.
• Purge the Logger database of all data that is already replicated to the HDS (25 GB or less).
• Use more efficient hardware, especially on I/O subsystems:
◦RAID 1 + 0
◦I/O Cache – more is better
Enable the Tempdb log to expand up to 3 GB.
Time Guidelines and Migration Performance Values
The closest estimate of time and space requirement is generated by running EDMT against a copy of your
production database, on hardware that is similar to your production environment, in a lab environment. For
customers who do not have the facility, the following sections provide information gathered while performance
testing in the labs at Cisco Systems, Inc.
• Typical database migration performance values: The following table provides high level guidelines
for the time taken to upgrade the Loggers and HDSs based on the hardware (as defined in the
Virtualization for Unified CCE at http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCE), and
the results observed during internal upgrade testing with hardware C210 M2. Actual times may vary
based on the parameters previously mentioned.
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Silent Upgrade
• Backup and Restore - Technology Refresh only: The backup speed depends on the speed of the
network, and the speed of the disk sub-system. The faster the network, the sooner the network copy.
Note
Database Used
Size (GB)
Backup Time (hours) Restore Time
(minutes)
Data Migration
Time (minutes)
Total Time (hours)
10
0.5 - 1.5
5 - 15
<1
0.5 - 1.5
30
2.5 - 3.5
10 - 20
<2
3-4
70
7-8
20 - 45
<5
8-9
• The values in the Database Used Size column are based on the amount of disk space used by the
source database, and not the size of the disk it resides on.
• The values in the Backup Time and Restore Time columns assumes that the network meets the
minimum requirements. For more information about the minimum requirements, refer to the
Virtualization for Unified CCE at http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCE.
• For Technology Refresh upgrades, have the fastest network possible (gigabit through one network
switch) between the source and the destination machines. Use of a crossover cable is not supported
because it lacks buffer memory and can cause data loss.
Silent Upgrade
There are situations where a silent upgrade is preferable to running an installation wizard. You can run a silent
installation when performing a fresh install or an upgrade.
For information, see the Installation section of this document.
Uninstallation
Unified CCE supports the uninstall option from the Windows Add/Remove option. This option removes the
patches, base version files, and the related registry. The option also removes Unified CCE component software
installed by the ICM-CCE-CCHInstaller.
However, it does not remove the following:
• Java Runtime Environment
• Unified CCE databases
Reinstallation is also supported. To reinstall, rerun the ICM-CCE-CCHInstaller.
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Uninstallation
After you upgrade Unified CCE to a new version, you cannot rollback to a previous version. The option to
rollback is only available with maintenance releases.
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CHAPTER
7
Common Ground Upgrade
• Preupgrade Overview, page 181
• Common Ground Preupgrade Task Flow, page 182
• Common Ground Preupgrade Tasks, page 183
• Upgrade Overview, page 186
• Common Ground Upgrade Task Flow, page 189
• Common Ground Upgrade Tasks, page 192
Preupgrade Overview
The preupgrade process ensures that your systems have the necessary software to support your contact center.
These tasks prepare the way for a successful upgrade of your Cisco contact center components to the new
release.
Preupgrade Tools
During the preupgrade process, use the following tools as required:
• User Migration Tool—A standalone Windows command-line application used for all upgrades that
involve a change of domain. The tool exports all existing user accounts (config/setup and supervisors)
in the source domain into a flat file. The file is used in the target domain during the upgrade.
You can download the User Migration Tool from Cisco.com by clicking ICM User Migration Tool
Software.
• Regutil Tool—Used in Technology Refresh upgrades, exports the Cisco Systems, Inc. registry from the
source machine during the preupgrade process. The output of the tool is required on the destination
machine when running the Unified CCE Installer during the upgrade process.
You can download the Regutil Tool from Cisco.com by clicking Contact Center Enterprise Tools.
• Cisco Unified Intelligent Contact Management Database Administration (ICMDBA) Tool—Used to
create new databases, modify or delete existing databases, and perform limited SQL Server configuration
tasks.
The ICMDBA Tool is delivered with the main installer.
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Common Ground Preupgrade Task Flow
• Domain Manager—Used to provision Active Directory.
The Domain Manager Tool is delivered with the main installer.
Common Ground Preupgrade Task Flow
Perform the following Common Ground preupgrade tasks in any order.
Note
The Common Ground upgrade assumes the host server runs on Windows Server 2012 R2.
Task
Release 10.0 to 11.0
Release 10.5 to 11.0
See
Review target release notes
yes
Release Notes for Cisco
Unified Contact Center
Enterprise at http://
www.cisco.com/en/US/
products/sw/custcosw/
ps1844/prod_release_
notes_list.html
ESX Supportability
yes
ESX Supportability, on
page 183
Disaster Recovery Plan
yes
Disaster Recovery Plan,
on page 184
Change the SCSI Controller Type
yes
Change the SCSI
Controller Type, on page
184
Upgrade VM Network Adapters from E1000 to
VMXNet3
yes
Upgrade VM Network
Adapters from E1000 to
VMXNet3, on page 185
VM Hardware Version Upgrade
yes
VM Hardware Version
Upgrade, on page 186
Download the Enhanced Database Migration Tool
yes
Upgrade Overview, on
page 186
Back up the server registry
yes
Use your established
processes
Copy ICM directory on all system nodes
yes
Use your established
processes
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Common Ground Preupgrade Tasks
Task
Release 10.0 to 11.0
Release 10.5 to 11.0
See
Run the following and save the results:
yes
Use your established
processes
Create bootable image of operating system and network yes
configuration
Use your established
processes
Back up Logger, HDS, BA databases using Microsoft
SQL Server Backup and Restore utility
yes
Microsoft SQL Help
If moving to a new domain, migrate Active Directory
and DNS to non-Unified CCE servers (Optional)
yes
Migrate Active Directory
and DNS, on page 223
If moving to a new domain, export Active Directory users yes
(Optional)
Migrate Active Directory
and DNS, on page 223
ipconfig -all
route print -p
netstat -a
Notify all stakeholders, including:
yes
• Cisco Technical Assistance Center (TAC)
• Local Cisco Representatives
• Customer Operations and Emergency Management
Center
• Third-party vendors as applicable
Remove DB-lib key from
yes
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\
Microsoft\MSSQLServer\Client\DB-Lib
Common Ground Preupgrade Tasks
ESX Supportability
Only ESXi version 5.5 is supported for UCCE 11.0(1), However ESXi 5.1 can be used for intermediate
upgrade for 10.0(x) Customers.
For example, If a 10.0 customer upgrades an ESXi from 5.0 to 5.5 and gets in to a disaster while doing 11.0(1)
common ground upgrade, then when they revert to 10.0 they will end up using 10.0 UCCE with ESX 5.5
which is never supported. To avoid this, we suggest 10.0 customers who ever in ESX 5.0 to upgrade first to
5.1 and post successful 11.0(1) CG migration, they can upgrade the ESXi to 5.5
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Disaster Recovery Plan
Disaster Recovery Plan
Before you start the upgrade process, take a snapshot of the virtual machines on which you are performing
an upgrade. Take the snapshot with the VM powered off to reduce the Size of the snapshots and post successful
migration to UCCE 11.0(1), Snapshots have to be removed to avoid performance impacts.
It's preferred to take a backup of Virtual Machine OVA as well. In case of Snapshot reversal failure, We still
have one more backup.
Change the SCSI Controller Type
LSI Logic Parallel is not supported with Windows Server 2012. If the virtual machine has SCSI Controller
type as LSI Logic Parallel, you must change it to LSI Logic SAS.
Procedure
Step 1
Step 2
Ensure the virtual machine is powered on.
Add a new hard disk to the virtual machine.
When choosing the Virtual Device Node, select SCSI (1:0) and hard disk size as 1MB.
Note
When the new virtual disk is created, it creates a second virtual SCSI controller.
Do not click OK at this stage to confirm the
changes.
Select the second virtual SCSI controller, and then click Change Type.
Select the LSI Logic SAS radio button, and then click OK.
Click OK to confirm the changes.
Log in to the virtual machine.
The operating system automatically detects the new SCSI controller and adds the driver for LSI Logic SAS.
Caution
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
In Device Manager, under Storage controllers, ensure that the controller is listed as LSI Adapter SAS 3000
Series.
Power down the virtual machine.
Remove the newly added virtual disk. Ensure that you select the Remove from virtual machine and delete
files from disk option.
Selecting this option purges the new disk from the data store.
The controller is removed automatically.
Step 10 Change the first virtual controller to the LSI Logic SAS setting.
Step 11 Power on the virtual machine.
Step 12 Usually, Windows displays a message telling you to restart the virtual machine for the changes to take effect.
If this message is not displayed, restart the virtual machine manually.
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Common Ground Upgrade
Upgrade VM Network Adapters from E1000 to VMXNet3
Upgrade VM Network Adapters from E1000 to VMXNet3
Before you upgrade the VM's operating system from Windows Server 2008 R2, upgrade the VM network
adapters to VMXNet3. Unified CCE 11.0(1) requires VMXNet3 network adapters. If you upgrade the operating
system to Windows Server 2012 R2 without upgrading to VMXNet3, the static IP configuration on the ethernet
adapter resets to automatic after the Windows upgrade.
Note
VMware deprecated support for E1000 Ethernet Controllers in ESXi 5.5: http://kb.vmware.com/selfservice/
microsites/search.do?language=en_US&cmd=displayKC&externalId=2056935
Procedure
Step 1
Step 2
Ensure the VMware Tools are Installed.
Record the public and private network settings, including the IP addresses, Subnet masks, Default Gateway,
DNS, Persistent Static Routes, and so on.
Important
You need these values to recreate the configurations on the new virtual machine network adapters.
Step 3
Step 4
Stop the Unified CCE services. The services cannot be active during reconfiguration of the network adapters.
Remove the persistent static routes from Windows Server 2008 R2 on the VM. For more information about
persistent static routes, see the Staging Guide for Cisco Unified ICM/Contact Center Enterprise at http://
www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html.
Disable the E1000 public network adapter.
Disable the E1000 private network adapter, if the VM has a PG, Router, or Logger.
Remove the E1000 public network adapter:
a) Shut down the operating system of the VM.
b) Select Edit Settings from the VM context menu.
c) Select the E1000 public network adapter on the Hardware tab.
d) Click Remove and then click Finish.
e) Start the VM.
Step 5
Step 6
Step 7
Step 8
Remove the E1000 private network adapter from VMs for PGs, Routers, and Loggers:
a) Shut down the operating system of the VM.
b) Select Edit Settings from the VM context menu.
c) Select the E1000 public network adapter on the Hardware tab.
d) Click Remove and then click Finish.
e) Start the VM.
Step 9
Remove ghosted network adapters
a) Run this in cmd prompt 'set devmgr_show_nonpresent_devices=1' and press Enter.
b) Launch Device manager using this cmd'start devmgmt.msc' .
c) In Device Manager, Click View and select show hidden device.
d) Expand Network Adapter and uninstall the dimmed E1000 network adapters.
Step 10 Add the VMXNet 3 public network adapter:
a) Select Edit Settings from the VM context menu.
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b)
c)
d)
e)
f)
Click Add on the Hardware tab.
Select Ethernet Adapter in the Device Type page and click Next.
Select VMXNet 3 from the Adapter Type drop-down list.
Select the public network port group from the Network label drop-down list and click Next.
Click Finish.
Step 11 Add the VMXNet 3 private network adapter to VMs for PGs, Routers, and Loggers:
a) Select Edit Settings from the VM context menu.
b) Click Add on the Hardware tab.
c) Select Ethernet Adapter in the Device Type page and click Next.
d) Select VMXNet 3 from the Adapter Type drop-down list.
e) Select the public network port group from the Network label drop-down list and click Next.
f) Click Finish.
Step 12 Apply the network settings that you recorded in Step 1 from the E1000 public and private network adapters
to the VMXNet 3 public and private network adapters.
Step 13 Enable the VMXNet 3 public and private network adapters.
Step 14 Add the persistent static routes to the Windows Server 2008 R2 on the VM.
Step 15 Use traceroute to test the connectivity for the public and private networks.
Step 16 Re-enable the unified CCE services.
VM Hardware Version Upgrade
In the Vsphere Client, ensure that you have upgraded the VM hardware version to 9. Download VMware
Vsphere Powercli tool and use it to complete this procedure. Ensure the VM is powered off during this
procedure.
Procedure
Step 1
Step 2
Connect to the ESX using VMware VSphere PowerCli "Connect-VIServer -Server ESXIP -Protocol https
-User username -Password password".
Run command Get-VM "<VM name>" | Set-VM -Version "v9" to change the VM version.
Upgrade Overview
Unified CCE Redundant Central Controller Upgrade Flow
The Unified CCE central controller consists of the Logger, Router, and Administration & Data Server. When
upgrading the Unified CCE portion of your contact center, the central controller is upgraded before the other
Unified CCE components. While one side (Side A or B) of the redundant system is being upgraded, the other
side (Side A or B) operates in stand-alone mode.
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For redundant systems, the general flow for upgrading the Unified CCE central controller is as follows:
1 Upgrade the Logger, Router, and Administration & Data Server on Side A.
2 Bring Side A into service and verify the operation. Side B is brought down as Side A is coming into service.
3 Upgrade the Logger, Router, and Administration & Data Server on Side B.
4 Bring Side B into service and verify that duplexed operation begins.
Update VM Properties
Rather than recreate the VMs from the new version of the OVA, you can manually update the VM properties
to match the new OVA. After you upgrade the vSphere ESXi and before you upgrade the Unified CCE
components, update the properties of each VM to match the appropriate OVA, as follows:
1 Determine the version of the OVA from which you created the VM.
2 Update the properties of each VM to match the properties of the appropriate OVA. Check the Virtualization
for Unified CCE DocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCE for descriptions
of each OVA.
3 Stop the VM.
4 Edit the properties of the VM to match the properties from the new version of the OVA. Save your changes.
5 Restart the VM.
Caution
Be careful when you upgrade the virtual machine network adapters. Done incorrectly, this upgrade can
compromise the fault tolerance of your contact center.
For version-specific information on the VM properties in an OVA, see the http://docwiki.cisco.com/wiki/
Virtualization_for_Unified_CCE.
SQL Security Hardening
You can optionally apply SQL security hardening when running the installer. If your company employs custom
security policies, bypass this option. Most other deployments benefit from SQL security hardening.
Upgrade Tools
During the upgrade process, use the following tools as required:
• ICM-CCE-CCHInstaller—The main Unified CCE Installer. It copies all files into relevant folders, creates
the base registries, and installs needed third-party software such as JRE, Apache Tomcat, and Microsoft
.NET Framework.
Note
Optionally, you can update the JRE installed by the Unified CCE Installer with a later
version of the JRE. See Update the Java Runtime Environment (Optional), on page 57.
You cannot run the installer remotely. Mount the installer ISO file only to a local machine.
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◦Cisco Unified Intelligent Contact Management Database Administration (ICMDBA) Tool—Used
to create new databases, modify or delete existing databases, and perform limited SQL Server
configuration tasks.
◦Domain Manager—Used to provision Active Directory.
◦Web Setup—Used to set up the Call Routers, Loggers, and Administration & Data Servers.
◦Peripheral Gateway Setup—Used to set up PGs, the CTI server, and the Outbound Option dialer.
• AdminClientInstaller—Installs the Administration Client on a system that is not running other Unified
CCE components.
The AdminClientInstaller is delivered on the installation media with the installer.
• Administration Client Setup—Used to add, edit, or remove Administration Clients and Administration
Client Instances.
The Administration Client Setup is delivered on the installation media with the installer.
• Enhanced Database Migration Tool (EDMT)—A wizard application that is used for all upgrades to
migrate the HDS, Logger, and BA databases during the upgrade process.
Back up your databases before running this tool. The EDMT displays status messages during the migration
process, including warnings and errors. Warnings are displayed for informational purposes only and do
not stop the migration. On the other hand, errors stop the migration process and leave the database in a
corrupt state. If an error occurs, restore the database from your backup, fix the error, and run the tool
again.
Note
If you are configuring SQL services to run as Virtual account (NT SERVICE) or Network
Service account (NT AUTHORITY\NETWORK SERVICE), you must run EDMT as
an administrator.
You can download the EDMT from Cisco.com by clicking Cisco Enhanced Data Migration Tool
Software Releases.
Note
The installer, not the EDMT, upgrades the AW database for the Administration & Data
Server.
• User Migration Tool—A standalone Windows command-line application that is used for all upgrades
that involve a change of domain. The tool imports the previously exported user accounts into the target
domain during the upgrade.
You can download the User Migration tool from Cisco.com.
• Regutil Tool—Used in Technology Refresh upgrades, exports the Cisco Systems, Inc. registry from the
source machine during the preupgrade process. The output of the tool is required on the destination
machine when running the Unified CCE Installer during the upgrade process.
You can download the Regutil tool from Cisco.com.
Related Topics
Update the Java Runtime Environment (Optional), on page 57
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Common Ground Upgrade Task Flow
Upgrade VM Network Adapters from E1000 to VMXNet3, on page 185
Common Ground Upgrade Task Flow
For the Unified CCE core components, there is a general flow for redundant systems to ensure that contact
center operation continues during the entire upgrade process. Sides A and B are brought down, upgraded,
tested, and brought back up in a sequence that ensures continuous operation of the contact center.
For Common Ground upgrades, perform the following upgrade tasks:
Task
See
Agent and supervisor desktops
Upgrade Finesse.
Cisco Finesse Installation and Upgrade Guide at
http://www.cisco.com/en/US/products/ps11324/prod_
installation_guides_list.html
Upgrade SocialMiner
Cisco SocialMiner User Guide at http://
www.cisco.com/en/US/products/ps11349/products_
user_guide_list.html
Queuing and self-service components
Upgrade Cisco Unified Customer Voice Portal.*
Installation and Upgrade Guide for Cisco Unified
Customer Voice Portal at http://www.cisco.com/en/
US/products/sw/custcosw/ps1006/prod_installation_
guides_list.html
Infrastructure and media resource components
Upgrade voice and data gateways.
Upgrade Voice and Data Gateways, on page 201
Reporting server
Upgrade Cisco Unified Intelligence Center server.
Installation and Upgrade Guide for Cisco Unified
Intelligence Center at http://www.cisco.com/en/US/
products/ps9755/prod_installation_guides_list.html
Unified CCE Central Controller and Administration & Data Server components
Bring down Side A Logger, and upgrade the VM to Upgrade to Windows Server 2012 R2, on page 192
the new platform of Windows Server and SQL Server. Upgrade to SQL Server 2014, on page 194
Migrate Side A Logger database, and upgrade the
Logger.
Migrate Unified CCE Logger Database and Upgrade
Logger, on page 195
Bring down Side A Call Router, and upgrade the VM Upgrade to Windows Server 2012 R2, on page 192
to new platform of Windows Server.
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Task
See
Upgrade Side A Call Router.
Upgrade Unified CCE Call Router, on page 196
Upgrade the VM for the Administration & Data
Server connected to Side A to the new platform of
Windows Server and SQL Server.
Upgrade to Windows Server 2012 R2, on page 192
Upgrade to SQL Server 2014, on page 194
Upgrade the Administration & Data Server connected Migrate HDS Database and Upgrade the Unified CCE
to Side A.
Administration & Data Server, on page 197
Bring Side A Logger and Call Router into service,
bring down Side B Logger and Call Router.
Bring upgraded Side A into service, on page 202
Upgrade the VM for the Side B Logger to the new
platform of Windows Server and SQL Server.
Upgrade to Windows Server 2012 R2, on page 192
Migrate Side B Logger database and upgrade the
Logger.
Migrate Unified CCE Logger Database and Upgrade
Logger, on page 195
Upgrade the VM for the Side B Call Router to new
platform of Windows Server.
Upgrade to Windows Server 2012 R2, on page 192
Upgrade Side B Call Router.
Upgrade Unified CCE Call Router, on page 196
Bring Side B Call Router into service and verify
operation.
Verify operation of upgraded Side B Call Router and
Logger, on page 203
Upgrade to SQL Server 2014, on page 194
Bring Side B Logger into service and verify operation.
Upgrade the VM for the Administration & Data
Server connected to Side B to the new platform of
Windows Server and SQL Server.
Upgrade to Windows Server 2012 R2, on page 192
Upgrade to SQL Server 2014, on page 194
Upgrade the Administration & Data Server connected Migrate HDS Database and Upgrade the Unified CCE
to Side B.
Administration & Data Server, on page 197
Upgrade Cisco Unified Intelligence Center reporting Installation and Upgrade Guide for Cisco Unified
templates.
Intelligence Center at http://www.cisco.com/en/US/
products/ps9755/prod_installation_guides_list.html
Upgrade Unified Contact Center Management
Portal(Unified CCMP).
Installation and Configuration Guide for Cisco
Unified Contact Center Management Portal at http:/
/www.cisco.com/en/US/products/ps7076/prod_
installation_guides_list.html
Upgrade Administration Client.
Upgrade Unified CCE Administration Client, on page
199
Database Performance Enhancement.
Database Performance Enhancement, on page 206
Unified CCE Peripheral Gateways and associated components
Upgrade PGs to new platform of Windows Server.
Upgrade to Windows Server 2012 R2, on page 192
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Task
See
Upgrade PGs.
Upgrade Peripheral Gateways, on page 198
Upgrade Outbound Option Dialer.
Upgrade Outbound Option Dialer, on page 198
Upgrade CTI server.
CTI OS System Manager Guide for Cisco Unified
ICM/Contact Center Enterprise at http://
www.cisco.com/en/US/products/sw/custcosw/ps14/
prod_installation_guides_list.html
Upgrade Cisco Agent Desktop server.
Cisco CAD Installation Guide at http://
www.cisco.com/en/US/products/sw/custcosw/ps427/
prod_installation_guides_list.html
Upgrade Cisco Unified Contact Center Management Upgrading Dual Sided Unified CCMP at http://
Portal.
www.cisco.com/en/US/products/ps7076/tsd_
products_support_install_and_upgrade_technotes_
list.html
Upgrade Cisco Unified Web and E-Mail Interaction Cisco Unified Web and E-Mail Interaction Manager
Manager.
Installation Guide at http://www.cisco.com/en/US/
products/ps7236/prod_installation_guides_list.html
Upgrade Remote Silent Monitor.
Cisco Remote Silent Monitoring Installation and
Administration at http://www.cisco.com/en/US/
products/sw/custcosw/ps1844/prod_installation_
guides_list.html
Desktop client components
Upgrade CTI OS Agent and Supervisor Desktops.
or
Upgrade Cisco Agent Desktops.
Note
The CTI Toolkit Desktop and Cisco Agent
Desktop were deprecated in Unified CCE
Release 11.0(1). Do not include these
desktops in new deployments. Support for
these desktops will be removed in a future
release.
CTI OS System Manager Guide for Cisco Unified
ICM/Contact Center Enterprise at http://
www.cisco.com/en/US/products/sw/custcosw/ps14/
prod_installation_guides_list.html
or
Cisco CAD Installation Guide at http://
www.cisco.com/en/US/products/sw/custcosw/ps427/
prod_installation_guides_list.html
Call processing components
Upgrade Cisco Unified Communications Manager.
Upgrade Guide for Cisco Unified Communications
Manager at http://www.cisco.com/c/en/us/support/
unified-communications/
unified-communications-manager-callmanager/
products-installation-guides-list.html
Upgrade (uninstall and reinstall) the JTAPI client on Upgrade Cisco JTAPI Client on the Unified
the Cisco Unified Communications Manager PG.
Communications Manager PG, on page 205
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Task
See
Media recording components
Upgrade MediaSense.
*
Installation and Administration Guide for Cisco
MediaSense at http://www.cisco.com/en/US/products/
ps11389/prod_installation_guides_list.html
If you are using IP IVR for self-service and queueing, see Getting Started with Cisco Unified IP IVR.
Related Topics
Multistage Upgrades and Maintenance Windows, on page 167
Common Ground Upgrade Tasks
The following section provides instructions about upgrading the virtual environment and the Unified CCE
components. For instructions about upgrading non-Unified CCE components in a Unified CCE solution, see
the links to component-specific documents in the Common Ground Upgrade Task Flow, on page 189.
Upgrade to Windows Server 2012 R2
Microsoft supports in-place upgrade of the operating system and SQL. This topic does not provide instructions
for upgrading to Microsoft Windows Server 2012 R2. For this information, see the corresponding Microsoft
documentation. This topic only highlights the actions that you perform before you attempt the upgrade and
after you complete the upgrade of the operating system.
Important
Unified CCE 11.0(x) supports only Windows Server 2012 R2. For information about supported editions
or service packs, see the Unified CCE Solution Compatibility Matrix at http://docwiki.cisco.com/wiki/
Compatibility_Matrix_for_Unified_CCE.
Before You Begin
• Using Unified CCE Service Control, stop all Unified CCE services on the Unified CCE servers that you
are upgrading, and set the startup type as Manual.
• If you are upgrading the Logger, ensure that you have disabled configuration changes by performing
the following steps:
1 On the A side of the CallRouter in the system that you are upgrading, set the
HKEY_LOCAL_MACHINE\Software\Cisco Systems,
Inc.\ICM\<instance_name>\RouterA\Router\CurrentVersion\Configuration\Global\DBMaintenance
key to 1 .
2 On the B side of the CallRouter in the system that you are upgrading, set the
HKEY_LOCAL_MACHINE\Software\Cisco Systems,
Inc.\ICM\<instance_name>\RouterB\Router\CurrentVersion\Configuration\Global\DBMaintenance
key to 1.
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3 Verify that configuration changes are prevented. When you attempt to save a configuration change,
you should see the following message: Failed to update the database. Exclusive
access to the CallRouter denied because configuration changes are
currently disabled in the router registry.
• If the virtual machine has SCSI Controller type as LSI Logic Parallel, change it to LSI Logic SAS. For
more information, see Change the SCSI Controller Type, on page 184.
• If you did not already upgrade the VM network adapters to VMXNet3, upgrade them before upgrading
the OS. see Upgrade VM Network Adapters from E1000 to VMXNet3, on page 185.
• Upgrading to Windows Server 2012 R2 may delete the persistent static routes and static network
configurations (for private and public interfaces). Record your configurations before starting the upgrade
process, and reconfigure it after the upgrade completes.
Note
If your persistent static route uses the private interface IP address as the gateway IP,
change it to use the local gateway IP.
For more information about persistent static routes, see the Staging Guide for Cisco Unified ICM/Contact
Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/products-installation-guides-list.html.
• Ensure that the VM does not have a ghosted network adapter before the upgrade.
During an upgrade, you can lose Static Network configuration if there is a ghosted network adapter on
the VM.
Make any ghosted network adapter visible and uninstall it from the device manager before the upgrade
to Windows Server 2012 R2 Standard. see Upgrade VM Network Adapters from E1000 to VMXNet3,
on page 185.
• In the vSphere Client, ensure that you have upgraded the VM hardware version to the version 9 see
VM Hardware Version Upgrade, on page 186.
• Change the guest operating system to Microsoft Windows Server 2012 (64 bit). To do so, right-click
the virtual machine, select Edit settings > Options > General Options and select the guest operating
system as Microsoft Windows Server 2012 (64 bit) and ensure the VM is powered off during this
procedure.
• Ensure that the virtual machine has enough space before the upgrade. Operating System upgrade to
Windows Server 2012 requires minimum of 16-GB primary hard disk space. If the virtual machine is a
Logger/Distributor machine, the upgrade to SQL Server 2014 Standard or Enterprise edition requires
an extra 6 GB.
Note
If you are performing the Windows upgrade on an AW-only server that does not have
16 GB, then upgrade the AW-only server using Technology Refresh.
What to Do Next
After upgrading your operating system to Windows Server 2012 R2, do the following:
• Remove the previous windows installation. see Remove Previous Windows Installation, on page 194.
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• Multilingual language pack will be uninstalled. Install the language pack manually. For more information
on installing language pack, see Microsoft documentation at http://www.microsoft.com/OEM/en/
installation/downloads/Pages/Windows-Server-2012-Language-Packs.aspx#fbid=bSYXlh5sO3X.
• Check the persistent static routes and static network configurations (for private and public interfaces).
If the network settings are lost, reconfigure it manually.
Related Topics
Change the SCSI Controller Type, on page 184
Technology Refresh Upgrades, on page 2
Upgrade VM Network Adapters from E1000 to VMXNet3, on page 185
Set Up Virtual Machines, on page 16
Remove Previous Windows Installation
Before You Begin
Enable Desktop Experience under User Interfaces and Infrastructure. This step is necessary for the disk
cleanup process.
Procedure
Step 1
Click Start, search disk cleanup and then click Disk Cleanup.
Step 2
In the Disk Cleanup Options dialog box, click Files from all users on this computer.
Step 3
In the User Account Control dialog box, click Continue.
Step 4
Click to select the previous Windows Installation check box, and then click OK.
Upgrade to SQL Server 2014
Microsoft supports in-place upgrade of operating system and SQL Server. After you upgrade the operating
system, upgrade SQL Server.
Note
For information about supported editions or service packs, see the Unified CCE Solution Compatibility
Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE.
Before You Begin
• The upgrade to SQL Server 2014 requires a minimum of 6-GB hard disk space. Ensure that the virtual
machine has the required space before you begin the upgrade.
• Ensure that the virtual machine has SQL Server 2008 R2 SP2. Ensure that your SQL Server 2008 R2
installation works properly. Set the SQL Server service to Active state during the upgrade.
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• If the virtual machine has SQL Server 2008 R2 Enterprise, then upgrade to SQL Server 2014 Enterprise
version only. However, if the virtual machine has SQL 2008 R2 Standard Edition, it can be upgraded
to either SQL Server 2014 Standard or Enterprise Edition.
• If present, remove DB-lib registry key from the location
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\MSSQLServer\Client\DB-Lib
before starting the SQL upgrade.
Procedure
Step 1
Step 2
Step 3
Run the SQL Server 2014 Standard or Enterprise Edition installer. Consult Microsoft documentation as needed.
Step through the wizard. As appropriate, accept the default or choose the correct instance for your deployment.
Select Rebuild on the Full-Text Search Upgrade Options page.
After the upgrade, change the SQL Server and SQL Server Agent service accounts to Virtual accounts.
To change to Virtual account:
1 Open SQL Server 2014 Configuration Manager.
2 Under SQL server services, right-click SQL Server(MSSQLSERVER), and select Properties.
3 Select This Account.
4 In the Account Name field, enter NT SERVICE\MSSQLSERVER.
5 Leave the Password field blank. See Microsoft documentation on Windows service accounts and
permissions for more information at https://msdn.microsoft.com/en-us/library/ms143504.aspx.
6 Click OK.
Repeat the same steps for SQL Server Agent with Account Name as NT SERVICE\SQLSERVERAGENT
and start the services.
Note
Note
While you can use the Network or Local Services account instead of the Virtual account, using the
Virtual account provides better security.
• SQL Server Client Tools of SQL Server 2008 R2 remain on the server along with the same tools of
SQL Server 2014. These tools include SQL Server Management Studio, SQL Server Profiler, the
Database Engine Tuning Advisor, sqlcmd, and osql.
• SQL Server 2014 supports importing of settings from earlier versions of SQL Server Client Tools.
Migrate Unified CCE Logger Database and Upgrade Logger
To upgrade the Logger, you do the following tasks:
• Migrate the Logger database.
• Install the new software.
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• Set up the new Logger through the Web Setup tool.
If you use Outbound Option, you migrate the associated BaA database during this procedure.
Before You Begin
Before you perform this procedure, ensure that you have upgraded the VM to the new platform of Windows
Server and SQL Server.
Procedure
Step 1
Step 2
Step 3
Step 4
Using Unified CCE Service Control, stop all Unified CCE services on the Server and change to Manual Start.
Launch the EDMT, and click Next.
Select Common Ground, and click Next.
On the warning message, click Yes if you have taken a backup of your database, and no services are currently
running.
Note
If you have not taken the backup of your database, click No to exit the installer.
Step 5
Step 6
Step 7
Step 8
In the Database Connection section, highlight the database that you want to upgrade, and then click Next.
Click Start Migration. A warning message is displayed asking for confirmation of the data migration.
Click Yes to confirm.
Click OK to acknowledge the message. After completion of the data migration, a warning message is displayed
telling you to select a valid deployment type.
Exit the EDMT.
If Outbound Option is deployed, repeat the same steps to migrate the BA database.
Step 9
Step 10 To upgrade the Logger, launch the ICM-CCE-CCHInstaller by running setup.exe, and click Next.
Step 11 (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
Step 12 (Optional) Select SQL Server 2014 Security Hardening and click Next.
Step 13 Click OK on any informational messages that display.
Step 14 Click Install.
Step 15 Reboot the server when the upgrade completes.
Related Topics
Upgrade to SQL Server 2014, on page 194
Upgrade to Windows Server 2012 R2, on page 192
Upgrade Unified CCE Call Router
Before You Begin
Before you perform this procedure, ensure that you have upgraded the virtual machine to new platform of
Windows. For more information, see Upgrade to Windows Server 2012 R2, on page 192.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Reboot the Call Router virtual machine.
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
Click OK on any informational messages that display.
Click Install.
Reboot the server when the upgrade completes.
Migrate HDS Database and Upgrade the Unified CCE Administration & Data
Server
The deployment of the Administration & Database Server determines which tools to use for an upgrade:
• For an AW-only deployment, the EDMT is not required; the ICM-CCE-CCHInstaller completes the
upgrade.
• For any deployment that involves an HDS database, use the EDMT to migrate the HDS database before
running the installer.
Before You Begin
Before you perform this procedure, ensure that you have upgraded the VM to the compatible versions of
Windows Server and SQL Server.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Using Unified CCE Service Control, stop all Unified CCE services on the Server and change to Manual Start.
For HDS-related deployments, launch the EDMT and click Next. Select Common Ground and click Next.
Review or change the information that is displayed as required and click Start Migration. Click Yes on the
warning message that displays. Exit the EDMT.
Launch the ICM-CCE-CCHInstaller and click Next.
Optional: To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release software.
Click Next.
(Optional) Select SQL Server 2014 Security Hardening and click Next.
Click OK on any informational messages that display.
Click Install.
Reboot the server when the upgrade completes.
Note
The time required to complete a data migration varies in a direct relationship to the database size (the
larger the database size, the longer it takes to migrate) and the server hardware performance level.
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Related Topics
Upgrade to SQL Server 2014, on page 194
Upgrade to Windows Server 2012 R2, on page 192
Upgrade Peripheral Gateways
You can upgrade different Peripheral Gateways (PGs) within a contact center within different maintenance
windows. However, upgrade all PGs that reside on the same virtual machine and their redundant PGs (Side
A and then the corresponding Side B; or vice-versa) during the same maintenance window.
The following dependencies occur when upgrading the Unified Communications Manager PG:
• If your contact center uses the CTI OS component, upgrade the CTI OS server at the same time as the
associated Unified Communications Manager PG.
• If your contact center uses Outbound Option, upgrade any Outbound Option Dialers that are associated
with Unified Communications Manager PGs at the same time.
• When you upgrade the Unified Communications Manager application, upgrade the JTAPI client that is
associated with the Unified Communications Manager PG at the same time.
Before You Begin
Before you perform this procedure, ensure that you have upgraded the virtual machine to the new platform
of Windows. For more information, see Upgrade to Windows Server 2012 R2, on page 192.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
Click OK on any informational messages that display.
Click Install.
Reboot the server when the upgrade completes.
Related Topics
Set up Peripheral Gateways, on page 47
Upgrade Outbound Option Dialer
During the upgrade, information about which contacts were called and which you need call is lost for in-process
outbound campaigns. Plan the timing of the upgrade accordingly.
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Upgrade Unified CCE Administration Client
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
(Optional) Select SQL Server 2014 Security Hardening and click Next.
Click OK on any informational messages that display.
Click Install.
Reboot the server when the upgrade completes.
Use Unified CCE Service Control to set all Unified CCE services to Automatic Start.
Upgrade Unified CCE Administration Client
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Launch the AdminClientInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse, and navigate to the Maintenance Release
software. Click Next.
Click OK on any informational messages that display.
Click Install.
Reboot the server when the upgrade completes.
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8
Common Upgrade Tasks
• Upgrade Voice and Data Gateways, page 201
• Bring upgraded Side A into service, page 202
• Verify operation of upgraded Side B Call Router and Logger, page 203
• Upgrade Cisco JTAPI Client on the Unified Communications Manager PG, page 205
• Database Performance Enhancement, page 206
Upgrade Voice and Data Gateways
Perform the following procedure on each machine that hosts gateways that are used for TDM ingress, Outbound
Option dialer egress, and VXML processing.
Procedure
Step 1
For VXML gateways only, perform this step. For all other gateways, proceed to the next step.
Run the #copy tftp flash <IP Address> <filename>.bin command to copy the flash from a remote
machine to the gateway.
Step 2
Step 3
Run the #sh flash command to check the version.
Run the following commands in order:
a) #conf t
b) #no boot system flash: <old image>
c) #boot system flash: <new image>
d) #wr
e) #reload
Step 4
Run the #sh
version
command to verify that the new version shows in the gateway.
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Bring upgraded Side A into service
Bring upgraded Side A into service
After the Side A Unified CCE Logger, Call Router, and Administration & Data Server are upgraded, follow
this procedure to bring Side A into service.
Procedure
Step 1
Step 2
Use Unified CCE Service Control to stop all Unified CCE services and shut down all non-upgraded
Administration & Data Servers and the Side B Call Router and Logger. Start the upgraded side.
Manually start the Unified CCE services on the Side A Call Router and Logger, and the upgraded Administration
& Data Server. Verify the following basic operations of the Side A Central Controller categories:
Category
General
Operation
• Setup logs indicate no errors or failure conditions
• AD domain has all users
• Schema upgrade is successful for all databases (no loss of data integrity
or loss of data)
• All component services start without errors
• Calls are successfully processed
Call Router
Logger
• The Rtsvr logs indicate that the upgraded Administration & Data Server
has connected successfully
• Recovery process not required, no activity other than process start up
• Users are in correct domain
• Configuration information is passed to Call Router
• Replication process begins when HDS comes online
Administration & Data Server
• The updateAW process logs indicate that the Administration & Data
Server is waiting for work
• Replication process begins with no errors 2
Security
• Specified users are able to use configuration manager
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Verify operation of upgraded Side B Call Router and Logger
Category
Script Editor
Operation
• Previous settings for users are present when application is opened
• Validate All script yields the same results that the preupgrade test
yielded
• You can open, edit, delete, or create new scripts
ICMDBA
• Import/Export functionality is present
• Database space allocation and percent used are correct
2
During replication, data from Config_Message_Log table is replicated from Logger database to AW database. A purge mechanism
is also introduced for Config_Message_Log table in AW Database. The default retention period is set to 90 days. To change
the retention period, modify the following registry key:
Cisco Systems,
Inc.\ICM\<instancename>\Distributor\RealTimeDistributor\CurrentVersion\Recovery\CurrentVersion\Purge\Retain\System\ConfigMessageLog
Step 3
Step 4
Step 5
Step 6
Step 7
Use Unified CCE Service Control to set the Unified CCE services to Automatic Start on each of the upgraded
Unified CCE components.
Warning
Call processing is impacted until the next three steps are completed, and therefore they must be
executed at an appropriate preplanned time.
At this time, default networking should occur.
Use the Unified CCE Service Control to stop the services on the Side B Logger and the Side B Call Router,
and all Administration & Data Servers.
Configure all other Unified CCE components (PGs, gateways, NAMs, multimedia components) to connect
to the upgraded Side A Logger and Side A Call Router.
Use Unified CCE Service Control to start the services on the upgraded Side A Logger and Side A Call Router.
Start the processes on the Administration & Data Server after its upgrade process completes at any point at
or after this step.
Verify production system operation while running with the upgraded Side A Call Router and Side A Logger.
Verify operation of upgraded Side B Call Router and Logger
Procedure
Step 1
Step 2
Before bringing Side B into service, manually synchronize Logger B to Logger A using ICMDBA.
Start the Side B Call Router and Logger services.
As each node starts up, it searches for the other server components and attempts to register with them. If you
completed the ICM-CCE-CCHInstaller and network testing successfully, no major errors should occur.
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Verify operation of upgraded Side B Call Router and Logger
To verify whether a process is up, use the Diagnostic Framework Portico ListProcess option, available through
the Unified CCE Tools shortcut that is created by the installer.
In order to add configuration data, the Central Controller and Administration & Data Servers must be running.
The Unified CCE software loads the Unified CCE Service Control Tool on the desktop of each server and is
used to control the services that are loaded on that machine.
Verify that the Unified CCE processes have no errors:
Category
Call Routers
Operation
• Router: Running and synchronized with peer.
• Rtsvr: Indicates no connectivity to Administration & Data Server at
this time.
Loggers
• Logger: Connected to its respective database and synchronized with
peer. MDS is in service.
• Replication: No connectivity to Administration & Data Server HDS
at this time.
Step 3
Use Unified CCE Service Control to start the Unified CCE services. Verify that the Unified CCE processes
have no errors:
Category
Call Routers
Operation
• Router: Running and synchronized with peer.
• Ccagent: In service but not connected to any peripheral gateways.
• Rtsvr: Feed activated to Administration & Data Server.
Loggers
• Logger: Connected to its respective database and synchronized with
peer. MDS is in service.
• Replication: Connected to the Administration & Data Server.
Administration & Data Server
• Updateaw: Displays "Waiting for new work."
• Iseman: Listen thread waiting for client connection. (Exists only if
Internet Script Editor is configured.)
• Replication: Replication and recovery client connection initialized.
3
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3
During replication, data from Config_Message_Log table is replicated from Logger database to AW database. A purge
mechanism is also introduced for Config_Message_Log table in AW Database. The default retention period is set to
90 days. To change the retention period, modify the following registry key:
Cisco Systems,
Inc.\ICM\<instancename>\Distributor\RealTimeDistributor\CurrentVersion\Recovery\CurrentVersion\Purge\Retain\System\ConfigMessageLog
Note
Step 4
Validate the following settings from the system diagram for the Production Environment and make the required
changes before you place the systems in production:
a) Clear event logs.
b) Remove any media from drives.
c) Ensure that all services are set to Manual Start. Services are not set to Automatic Start until after the
implementation testing in the production environment.
Step 5
Use Unified CCE Service Control to start the Unified CCE services on the new Side B Call Router and Logger.
If possible, after data synchronization is complete between the Loggers, cycle the Unified CCE services on
the Side A Call Router and Side A Logger and verify that Side B takes over and that the system continues to
operate normally.
Step 6
Step 7
Verify overall system operation.
Enable configuration changes.
a) Set the following registry key to 0 on the Side A and Side B Call Routers of the system:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance
name>\Router<A/B>\Router\CurrentVersion\Configuration\Global\DBMaintenance
b) Verify that configuration changes can be made.
c) Sign in to Unified CCE Administration and use the Configure Deployment tool to select the deployment
type.
Step 8
Upgrade any other Administration & Data Servers or HDSs using the steps documented in Migrate HDS
Database and Upgrade Unified CCE Administration & Data Server, on page 219.
Upgrade Cisco JTAPI Client on the Unified Communications
Manager PG
If you upgrade Unified Communications Manager in the contact center, also upgrade the JTAPI client that
resides on the Unified Communications Manager PG. To upgrade the JTAPI client, uninstall the old version
of the client and reinstall a new version. You install the JTAPI client using the Unified Communications
Manager Administration application.
Before You Begin
You must have uninstalled the old JTAPI client from the Unified Communications Manager PG before you
perform this procedure.
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Database Performance Enhancement
Procedure
Step 1
To launch the Unified Communications Manager Administration application, enter the following URL in a
web browser on the server that hosts the Unified Communications Manager: https://<Unified Communications
Manager machine name>.
Step 2
Enter the username and password that you created when you installed and configured Unified Communications
Manager.
Select Application > Install Plug-ins.
Click the icon next to Cisco JTAPI for Windows.
Choose Run this program from its current location. Click OK.
If a Security Warning box appears, click Yes to install.
Choose Next or Continue through the remaining setup windows. Accept the default installation path.
Click Finish and reboot the system.
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Database Performance Enhancement
After you perform a Common Ground or a Technology Refresh upgrade, follow the procedure listed below
to enhance the performance of the database. This is a one-time process and must be run only on the Logger
and AW-HDS databases during a maintenance window.
Performance Enhancement of Logger Database
Perform this procedure on Side A and Side B of the Logger database.
Procedure
Step 1
Step 2
Step 3
Use the Unified CCE Service Control to stop the Logger service.
From the command prompt, run the RunFF.bat file which is located in the <SystemDrive>:\icm\bin
directory.
Proceed with the application of fill factor to ICM databases.
Note: Based on the size of the database, it takes several minutes to several hours to apply fill factor to the
database. For example, it takes anywhere between 2 to 3 hours for a 300-GB HDS. After the process is
completed, the log file is stored in <SystemDrive>\temp\<DatabaseName>_Result.txt.
Step 4
Use the Unified CCE Service Control to start the Logger service.
Troubleshooting Tips
See the RunFF.bat/help file for more information.
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Performance Enhancement of AW-HDS Database
Performance Enhancement of AW-HDS Database
Procedure
Step 1
Step 2
Step 3
Use the Unified CCE Service Control to stop the Distributor service.
From the command prompt, run the RunFF.bat file which is located in the <SystemDrive>:\icm\bin
directory.
Proceed with the application of fill factor to ICM databases.
Note: Based on the size of the database, it takes several minutes to several hours to apply fill factor to the
database. For example, it takes between 2 to 3 hours for a 300-GB HDS. After the process is completed, the
log file is stored in <SystemDrive>\temp\<DatabaseName>_Result.txt.
Step 4
Use the Unified CCE Service Control to start the Distributor service.
Troubleshooting Tips
See the RunFF.bat/help file for more information.
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Technology Refresh Upgrade
• Preupgrade Overview, page 209
• Technology Refresh Preupgrade Task Flow, page 210
• Upgrade Overview, page 212
• Technology Refresh Upgrade Task Flow, page 214
• Technology Refresh Upgrade Tasks, page 217
Preupgrade Overview
The preupgrade process ensures that your systems have the necessary software to support your contact center.
These tasks prepare the way for a successful upgrade of your Cisco contact center components to the new
release.
Preupgrade Tools
During the preupgrade process, use the following tools as required:
• User Migration Tool—A standalone Windows command-line application used for all upgrades that
involve a change of domain. The tool exports all existing user accounts (config/setup and supervisors)
in the source domain into a flat file. The file is used in the target domain during the upgrade.
You can download the User Migration Tool from Cisco.com by clicking ICM User Migration Tool
Software.
• Regutil Tool—Used in Technology Refresh upgrades, exports the Cisco Systems, Inc. registry from the
source machine during the preupgrade process. The output of the tool is required on the destination
machine when running the Unified CCE Installer during the upgrade process.
You can download the Regutil Tool from Cisco.com by clicking Contact Center Enterprise Tools.
• Cisco Unified Intelligent Contact Management Database Administration (ICMDBA) Tool—Used to
create new databases, modify or delete existing databases, and perform limited SQL Server configuration
tasks.
The ICMDBA Tool is delivered with the main installer.
• Domain Manager—Used to provision Active Directory.
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Technology Refresh Preupgrade Task Flow
The Domain Manager Tool is delivered with the main installer.
Technology Refresh Preupgrade Task Flow
Perform the following Technology Refresh preupgrade tasks in any order:
Note
The destination machine for technology refresh upgrade should be Windows Server 2012 R2 with SQL
server 2014. For more information on installing SQL Server 2014 on Windows server 2012 R2, see Install
Microsoft SQL Server, on page 21.
Task
See
Obtain licenses
Cisco Product License Registration Web Site
Review target release notes
Release Notes for Cisco Unified Contact Center
Enterprise at http://www.cisco.com/en/US/products/
sw/custcosw/ps1844/prod_release_notes_list.html
Back up Logger, HDS, BA databases using Microsoft Microsoft SQL Help
SQL Server Backup and Restore utility. (Backup used
in case of an upgrade failure.)
ESX Supportability
ESX Supportability, on page 183
Create bootable image of operating system and
network configuration
Use your established processes
Run the following and save the results:
Use your established processes
ipconfig -all
route print -p
netstat -a
Disable configuration changes
Disable Configuration Changes, on page 211
Export server registry
Export the Server Registry, on page 211
Install Active Directory and DNS
Set up Active Directory, on page 12
Export Active Directory users (Optional)
Migrate Active Directory and DNS, on page 223
Download the Enhanced Database Migration Tool
Upgrade Overview, on page 186
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Disable Configuration Changes
Task
See
Notify all stakeholders, including:
• Cisco Technical Assistance Center (TAC)
• Local Cisco Representatives
• Customer Operations and Emergency
Management Center
• Third-party vendors as applicable
Disable Configuration Changes
Perform this step on one side only. It is automatically replicated to the other side.
Procedure
Step 1
To disable configuration changes during the upgrade, set the following registry key to 1 on the Side A Call
Server: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Router
A\Router\CurrentVersion\Configuration\Global\DBMaintenance.
Step 2
Confirm that configuration changes are disabled by attempting to save a configuration change.
When you try to save the change, a message is displayed confirming the change failure.
Export the Server Registry
Export the Cisco registry on each source machine that is involved in a Technology Refresh upgrade. You use
the exported Cisco registry to set up your Routers, Loggers, and Cisco Outbound Option dialers.
During the upgrade process, you are prompted for the path to the exported registry file location. Perform the
following procedure and note the location of the resulting file for later in the upgrade process.
Each time you run the RegUtil with the export option, if a RegUtil_<hostname>.dat file exists, the utility
renames that file to RegUtil_<hostname>.dat.bak<number>.
Procedure
Step 1
Step 2
Open a command prompt and change the directory to the location where the RegUtil.exe resides.
Run the RegUtil tool to export the Cisco Systems, Inc. registry using the following command: RegUtil -export
[target directory] , for example, C:\icm\bin>RegUtil -export C:\RegUtil
The target directory must have write access. Therefore, you cannot select the install media on a DVD. The
target directory is optional. If it is not specified, the tool outputs the result of the Registry export to the current
directory. The output filename is of the format RegUtil_<hostname>.dat, where hostname is the name of the
source machine.
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Upgrade Overview
Upgrade Overview
Unified CCE Redundant Central Controller Upgrade Flow
The Unified CCE central controller consists of the Logger, Router, and Administration & Data Server. When
upgrading the Unified CCE portion of your contact center, the central controller is upgraded before the other
Unified CCE components. While one side (Side A or B) of the redundant system is being upgraded, the other
side (Side A or B) operates in stand-alone mode.
For redundant systems, the general flow for upgrading the Unified CCE central controller is as follows:
1 Upgrade the Logger, Router, and Administration & Data Server on Side A.
2 Bring Side A into service and verify the operation. Side B is brought down as Side A is coming into service.
3 Upgrade the Logger, Router, and Administration & Data Server on Side B.
4 Bring Side B into service and verify that duplexed operation begins.
Update VM Properties
Rather than recreate the VMs from the new version of the OVA, you can manually update the VM properties
to match the new OVA. After you upgrade the vSphere ESXi and before you upgrade the Unified CCE
components, update the properties of each VM to match the appropriate OVA, as follows:
1 Determine the version of the OVA from which you created the VM.
2 Update the properties of each VM to match the properties of the appropriate OVA. Check the Virtualization
for Unified CCE DocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCE for descriptions
of each OVA.
3 Stop the VM.
4 Edit the properties of the VM to match the properties from the new version of the OVA. Save your changes.
5 Restart the VM.
Caution
Be careful when you upgrade the virtual machine network adapters. Done incorrectly, this upgrade can
compromise the fault tolerance of your contact center.
For version-specific information on the VM properties in an OVA, see the http://docwiki.cisco.com/wiki/
Virtualization_for_Unified_CCE.
SQL Security Hardening
You can optionally apply SQL security hardening when running the installer. If your company employs custom
security policies, bypass this option. Most other deployments benefit from SQL security hardening.
Upgrade Tools
During the upgrade process, use the following tools as required:
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Upgrade Overview
• ICM-CCE-CCHInstaller—The main Unified CCE Installer. It copies all files into relevant folders, creates
the base registries, and installs needed third-party software such as JRE, Apache Tomcat, and Microsoft
.NET Framework.
Note
Optionally, you can update the JRE installed by the Unified CCE Installer with a later
version of the JRE. See Update the Java Runtime Environment (Optional), on page 57.
You cannot run the installer remotely. Mount the installer ISO file only to a local machine.
◦Cisco Unified Intelligent Contact Management Database Administration (ICMDBA) Tool—Used
to create new databases, modify or delete existing databases, and perform limited SQL Server
configuration tasks.
◦Domain Manager—Used to provision Active Directory.
◦Web Setup—Used to set up the Call Routers, Loggers, and Administration & Data Servers.
◦Peripheral Gateway Setup—Used to set up PGs, the CTI server, and the Outbound Option dialer.
• AdminClientInstaller—Installs the Administration Client on a system that is not running other Unified
CCE components.
The AdminClientInstaller is delivered on the installation media with the installer.
• Administration Client Setup—Used to add, edit, or remove Administration Clients and Administration
Client Instances.
The Administration Client Setup is delivered on the installation media with the installer.
• Enhanced Database Migration Tool (EDMT)—A wizard application that is used for all upgrades to
migrate the HDS, Logger, and BA databases during the upgrade process.
Back up your databases before running this tool. The EDMT displays status messages during the migration
process, including warnings and errors. Warnings are displayed for informational purposes only and do
not stop the migration. On the other hand, errors stop the migration process and leave the database in a
corrupt state. If an error occurs, restore the database from your backup, fix the error, and run the tool
again.
Note
If you are configuring SQL services to run as Virtual account (NT SERVICE) or Network
Service account (NT AUTHORITY\NETWORK SERVICE), you must run EDMT as
an administrator.
You can download the EDMT from Cisco.com by clicking Cisco Enhanced Data Migration Tool
Software Releases.
Note
The installer, not the EDMT, upgrades the AW database for the Administration & Data
Server.
• User Migration Tool—A standalone Windows command-line application that is used for all upgrades
that involve a change of domain. The tool imports the previously exported user accounts into the target
domain during the upgrade.
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Technology Refresh Upgrade Task Flow
You can download the User Migration tool from Cisco.com.
• Regutil Tool—Used in Technology Refresh upgrades, exports the Cisco Systems, Inc. registry from the
source machine during the preupgrade process. The output of the tool is required on the destination
machine when running the Unified CCE Installer during the upgrade process.
You can download the Regutil tool from Cisco.com.
Related Topics
Update the Java Runtime Environment (Optional), on page 57
Upgrade VM Network Adapters from E1000 to VMXNet3, on page 185
Technology Refresh Upgrade Task Flow
For the Unified CCE core components, there is a general flow for redundant systems; Sides A and B are
brought down, upgraded, tested, and brought back up in sequence. That sequence ensures the operation of the
contact center during the entire upgrade process.
For Technology Refresh upgrades, perform the following upgrade tasks:
Task
See
Agent and supervisor desktops
Upgrade Finesse
Cisco Finesse Installation and Upgrade Guide at
http://www.cisco.com/en/US/products/ps11324/prod_
installation_guides_list.html
Upgrade SocialMiner
Cisco SocialMiner User Guide at http://
www.cisco.com/en/US/products/ps11349/products_
user_guide_list.html
Queuing and self-service components
Upgrade Cisco Unified Customer Voice Portal*
Installation and Upgrade Guide for Cisco Unified
Customer Voice Portal at http://www.cisco.com/en/
US/products/sw/custcosw/ps1006/prod_installation_
guides_list.html
Infrastructure and media resource components
Upgrade voice and data gateways
Upgrade Voice and Data Gateways, on page 201
Reporting server
Upgrade Cisco Unified Intelligence Center server
Installation and Upgrade Guide for Cisco Unified
Intelligence Center at http://www.cisco.com/en/US/
products/ps9755/prod_installation_guides_list.html
Unified CCE Central Controller and Administration & Data Server components
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Technology Refresh Upgrade Task Flow
Task
See
Bring down Side A Logger, migrate Logger database, Migrate the Logger Database and Upgrade the
and upgrade Logger
Logger, on page 217
Bring down Side A Call Router, and upgrade
Upgrade Unified CCE Call Router, on page 219
Upgrade Administration & Data Server connected to Migrate HDS Database and Upgrade Unified CCE
Side A.
Administration & Data Server, on page 219
Bring Side A Logger and Call Router into service,
bring down Side B Logger and Call Router
Bring upgraded Side A into service, on page 202
Migrate Side B Logger database and upgrade Logger Migrate the Logger Database and Upgrade the
Logger, on page 217
Upgrade Side B Call Router
Upgrade Unified CCE Call Router, on page 219
Bring Side B Call Router into service and verify
operation
Verify operation of upgraded Side B Call Router and
Logger, on page 203
Bring Side B Logger into service and verify operation.
Upgrade Administration & Data Server connected to Migrate HDS Database and Upgrade Unified CCE
Side B.
Administration & Data Server, on page 219
Upgrade Cisco Unified Intelligence Center reporting Installation and Upgrade Guide for Cisco Unified
templates
Intelligence Center at http://www.cisco.com/en/US/
products/ps9755/prod_installation_guides_list.html
Upgrade Cisco Unified Contact Center Management Upgrading Dual Sided Unified CCMP at http://
Portal
www.cisco.com/en/US/products/ps7076/tsd_
products_support_install_and_upgrade_technotes_
list.html
Upgrade Administration Client
Upgrade Unified CCE Administration Client, on page
199
Database Performance Enhancement
Database Performance Enhancement, on page 206
Unified CCE Peripheral Gateways and associated components
Upgrade PGs
Upgrade Peripheral Gateways, on page 221
Upgrade Outbound Option Dialer
Upgrade Outbound Option Dialer, on page 222
Upgrade CTI server
CTI OS System Manager Guide for Cisco Unified
ICM/Contact Center Enterprise at http://
www.cisco.com/en/US/products/sw/custcosw/ps14/
prod_installation_guides_list.html
Upgrade Cisco Agent Desktop server
Cisco CAD Installation Guide at http://
www.cisco.com/en/US/products/sw/custcosw/ps427/
prod_installation_guides_list.html
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Technology Refresh Upgrade Task Flow
Task
See
Upgrade Cisco Unified Web and E-Mail Interaction Cisco Unified Web and E-Mail Interaction Manager
Manager
Installation Guide at http://www.cisco.com/en/US/
products/ps7236/prod_installation_guides_list.html
Upgrade Remote Silent Monitor
Cisco Remote Silent Monitoring Installation and
Administration at http://www.cisco.com/en/US/
products/sw/custcosw/ps1844/prod_installation_
guides_list.html
Desktop Client components
Upgrade CTI OS Agent and Supervisor Desktops
or
Upgrade Cisco Agent Desktops
Note
The CTI Toolkit Desktop and Cisco Agent
Desktop are deprecated in Unified CCE
Release 11.0(1). Do not include these
desktops in new deployments. Support for
these desktops will be removed in a future
release.
CTI OS System Manager Guide for Cisco Unified
ICM/Contact Center Enterprise at http://
www.cisco.com/en/US/products/sw/custcosw/ps14/
prod_installation_guides_list.html
or
Cisco CAD Installation Guide at http://
www.cisco.com/en/US/products/sw/custcosw/ps427/
prod_installation_guides_list.html
Call Processing components
Upgrade Cisco Unified Communications Manager
Upgrade Guide for Cisco Unified Communications
Manager at http://www.cisco.com/c/en/us/support/
unified-communications/
unified-communications-manager-callmanager/
products-installation-guides-list.html
(Install) the JTAPI client on the Cisco Unified
Communications Manager PG
Upgrade Cisco JTAPI Client on the Unified
Communications Manager PG, on page 205
Media Recording components
Upgrade MediaSense
Installation and Administration Guide for Cisco
MediaSense at http://www.cisco.com/en/US/products/
ps11389/prod_installation_guides_list.html
*
If you are using Unified IP IVR for self-service and queueing, see Getting Started with Cisco Unified IP
IVR.
Related Topics
Multistage Upgrades and Maintenance Windows, on page 167
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Technology Refresh Upgrade Tasks
The following section provides instructions about upgrading Unified CCE components. For instructions about
upgrading non-Unified CCE components in a Unified CCE solution, see the links to component-specific
documents in the Technology Refresh Upgrade Task Flow, on page 214.
Migrate the Logger Database and Upgrade the Logger
To upgrade the Logger, you do the following tasks:
• Migrate the Logger database and the Outbound Option BaA database (if deployed).
• Import the Cisco registry information.
• Install the new software.
• Set up the new Logger through the Web Setup tool.
If you use Outbound Option, you migrate the associated BaA database during this procedure.
Before You Begin
Create a shared folder in any desired location. Ensure that:
• in the Properties window > Sharing tab > Advanced Sharing, the Share this folder checkbox is checked.
• in the Properties window > Security tab, the permission level is set as full control for everyone .
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Procedure
Step 1
Step 2
Step 3
Step 4
Use Unified CCE Service Control to stop all Unified CCE services on the Logger.
Run the EDMT from the server that hosts the destination Logger and click Next.
Select Technology Refresh and click Next.
Under Source Database Connection, in the HostName\IP Address field, type the Source IP and click
Refresh Database List.
Select the Logger Database name, and click Next.
In the Windows Share Name field, type the name of the shared folder that you created.
In the Windows Share Password field, type the password of the destination machine, and click Next.
Review or change the information displayed as required and click Start Migration.
Exit the EDMT.
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10 If Outbound Option is deployed, to migrate the BaA database, reopen the EDMT and click Next.
Step 11 Select Technology Refresh and click Next.
Step 12 Under Source Database Connection, in the HostName\IP Address field, type the Source IP and click
Refresh Database List.
Step 13 Select the Outbound Database name, and click Next.
Step 14 In the Windows Share Name field, type the name of the shared folder that you created.
Step 15 In the Windows Share Password field, type the password of the destination machine, and click Next.
Step 16 Review or change the information displayed as required and click Start Migration.
Step 17 Exit the EDMT.
Step 18 Launch the ICM-CCE-CCHInstaller and click Next.
Step 19 Select Technology Refresh and click Next.
Step 20 Click Browse and specify the path for the RegUtil file you exported from the source machine during the
preupgrade process.
Step 21 (Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
Step 22 (Optional) Select SQL Server 2014 Security Hardening and click Next.
Step 23 Click OK on any informational messages that display.
Step 24 Click Install.
Step 25 Reboot the system after the upgrade completes.
Step 26 Open the Web Setup tool from the Installer dialog box or desktop shortcut.
Step 27 Edit the instance as necessary.
Step 28 (Optional) In case of Cross Domain upgrade, launch Websetup , select instance and click on "Change Domain"
in order to use the new domain for destination UCCE.
Edit instance and you might need to change the facility or instance number if required.
Step 29 Edit the Logger component as necessary.
If the registry now references out-of-date network interface names or IP addresses for the public and private
networks for the Logger, update this information.
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Step 30 (Optional) If it is a Cross Domain upgrade, use User Migration tool to export the users and OU information
which you exported from the source machine during the pre-upgrade process. See User Migration Tool in
Preupgrade Overview, on page 181.
Step 31 Use Unified CCE Service Control to set all Unified CCE services on the new Logger to Manual Start.
Upgrade Unified CCE Call Router
To upgrade the Call Router, you do the following tasks:
• Import the Cisco registry information.
• Install the new software.
• Set up the new Call Router using the Web Setup tool.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
Select Technology Refresh and click Next.
Specify the path for the RegUtil file you exported from the source machine during the preupgrade process.
Click OK on any informational messages that display.
Click Install.
Reboot the server when the upgrade completes.
Open the Web Setup tool from the Installer dialog box or desktop shortcut.
Edit the instance as necessary.
For a domain change, change the domain of the instance. Additionally, you might need to change the facility
or instance number as required.
Step 10 Edit the Call Router component as necessary.
If the registry now references out-of-date network interface names or IP addresses for the public and private
networks for the router, update this information.
Step 11 Use Unified CCE Service Control to set all Unified CCE services on the new Call Router to Manual Start.
Migrate HDS Database and Upgrade Unified CCE Administration & Data Server
To upgrade the Administration & Data Server, do the following tasks:
• Migrate the HDS database (if applicable. Non-HDS configurations do not require this action.)
• Import the Cisco registry information.
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• Install the new software.
• Set up the new Administration & Data Server through the Web Setup tool.
The Installer upgrades the AW database that is associated with the Administration & Data server. The EDMT
does not upgrade the AW database.
Before You Begin
Create a shared folder in any desired location. Ensure that:
• in the Properties window > Sharing tab > Advanced Sharing, the Share this folder checkbox is checked.
• in the Properties window > Security tab, the permission level is set as full control for everyone .
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
Step 14
Step 15
Step 16
Step 17
Step 18
Step 19
Step 20
Use Unified CCE Service Control to stop all Unified CCE services on the server.
For Administration & Data Server configurations with an HDS database, open the EDMT and click Next.
For non-HDS Server configurations, go to Step 10, on page 220.
Select Technology Refresh and click Next.
Under Source Database Connection, in the HostName\IP Address field, type the Source IP and click
Refresh Database List.
Select the HDS Database name, and click Next.
In the Windows Share Name field, type the name of the shared folder that you created.
In the Windows Share Password field, type the password of the destination machine, and click Next.
Review or change the information displayed as required, highlight the HDS database, and click Start Migration.
Exit the EDMT.
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
(Optional) Select SQL Server 2014 Security Hardening and click Next.
Select Technology Refresh and click Next.
Specify the path for the RegUtil file you exported from the source machine during the preupgrade process.
Click OK on any informational messages that display.
Click Install.
Reboot the server when the upgrade completes.
Open the Web Setup tool from the Installer dialog box or desktop shortcut.
Edit the instance as necessary.
(Optional) In case of Cross Domain upgrade, launch Websetup , select instance and click on "Change Domain"
in order to use the new domain for destination UCCE.
Edit instance and you might need to change the facility or instance number if required.
Step 21 Edit the Administration & Data Server component as necessary.
If the registry now references out-of-date network interface names or IP addresses for the public and private
networks for the server, update this information.
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Step 22 Use Unified CCE Service Control to set all Unified CCE services on the new Administration & Data Server
to Manual Start.
Note
The time required to complete a data migration varies in a direct relationship to the database size (the
larger the database size, the longer it takes to migrate) and the server hardware performance level.
Upgrade Peripheral Gateways
You can upgrade different Peripheral Gateways (PGs) within a contact center at different times within different
maintenance windows. However, upgrade all PGs that reside on the same virtual machine and redundant PGs
(Side A and corresponding Side B) during the same maintenance window.
The following dependencies occur when upgrading the Unified Communications Manager PG:
• If your contact center uses the CTI OS component, upgrade the CTI OS server at the same time as the
associated Unified Communications Manager PG.
• If your contact center uses Outbound Option, upgrade any Outbound Option Dialers associated with
Unified Communications Manager PGs at the same time.
• If the Unified Communications Manager application is upgraded, upgrade the JTAPI client associated
with the Unified Communications Manager PG at the same time.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Use Unified CCE Service Control to stop all Unified CCE and CTI OS (if applicable when upgrading the
Unified Communications Manager PG) services on the PG server. Change the services to Manual Start.
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
Select Technology Refresh and click Next.
Specify the path for the RegUtil file you exported from the source machine during the preupgrade process.
The registry information for the Unified Communications Manager PG also contains information for the CTI
OS server (if applicable).
Click OK on any informational messages that display.
Click Install.
Reboot the system after the upgrade completes.
After reboot, open the Peripheral Gateway Setup tool from the Installer dialog box or desktop shortcut and
make any necessary changes. See the "Install" section of this document for specific information.
If the registry now references out-of-date network interface names or IP addresses for the public and private
networks for the PG, update this information.
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Upgrade Outbound Option Dialer
To upgrade the Outbound Option Dialer, import the Cisco registry information, install the new software, and
set up the new Dialer using the PG Setup tool.
Before You Begin
You must have previously migrated the BaA database during the Side A Logger upgrade.
Procedure
Step 1
Step 2
Step 3
Use Unified CCE Service Control to stop all Unified CCE services on the Dialer.
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
Step 4 Select Technology Refresh and click Next.
Step 5 Specify the path for the RegUtil file you exported from the source machine during the preupgrade process.
Step 6 Click OK on any informational messages that display.
Step 7 Click Install.
Step 8 Reboot the system after the upgrade completes.
Step 9 Open the Peripheral Gateway Setup tool from the Installer dialog box or desktop shortcut and edit the Dialer
as required.
Step 10 Use Unified CCE Service Control to set all Unified CCE services to Automatic Start.
Related Topics
Migrate the Logger Database and Upgrade the Logger, on page 217
Upgrade Unified CCE Administration Client
For Technology Refresh upgrades, perform a fresh installation for the Administration Client.
Related Topics
Install Unified CCE Administration Client, on page 54
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Active Directory Upgrade
• Migrate Active Directory and DNS, page 223
• Upgrade Active Directory and DNS, page 227
Migrate Active Directory and DNS
Migrate the existing Active Directory from Windows Server 2008 R2 to a new Windows Server 2012 R2.
Preparing existing forest via the adprep command
Procedure
Step 1
Step 2
Insert the Windows Server 2012 DVD into the DVD drive of the Windows Server 2008 R2 AD DS and
navigate to the adprep directory.
Run the command adprep /forestprep.
Step 3
Run the command adprep /domainprep.
Install Active Directory on New Domain Controller
Procedure
Step 1
Select Start > Run, enter dcpromo and click OK.
Step 2
Step 3
When the Active Directory Wizard opens, click Next.
Step 4
Under Domain Controller Type, select Additional Domain Controller for an Existing Domain.
On the Network Credentials screen, enter the domain administrator username and password.
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Configure Active Directory sites on new domain controller
The Additional Domain Controller screen should already be filled in with the FQDN (Fully Qualified Domain
Name).
Step 5
Step 6
Step 7
Step 8
Accept the database and log location defaults.
Accept the shared System Volume defaults.
Enter the same Restore Mode Admin password that you used for the root domain controller.
Check Summary Settings. Active Directory is not configured through NETLOGON.
Step 9 Reboot after the Active Directory installation is complete.
Step 10 Repeat these steps for a new alternate domain controller if necessary.
Configure Active Directory sites on new domain controller
Procedure
Move the new domain controller to the correct sites.
Move Flexible Single Master Operation roles
Procedure
Step 1
Step 2
Step 3
On the Active Directory Domain Controller that is hosting the role to be moved, open AD Users and
Computers, and connect to the domain controller from which the role needs to be moved.
Right-click under the domain name and select Operations Masters.
Under the required FSMO role tab, change the Operations Master to the designated domain controller.
Transfer Schema Master role
Procedure
Step 1
Open Command Prompt in administrative mode and type regsvr32 schmmgmt.dll.
Step 2
Open Microsoft Management Console, mmc.
Step 3
Click File then click Add/Remove Snap-in... .
Step 4
From the left side, under Available Snap-ins, click on Active Directory Schema, then click Add and then
click OK.
Step 5
Right click Active Directory Schema, then click Change Active Directory Domain Controller....
Step 6
From the listed Domain Controllers, click on the domain controller that you want to be the schema master
role holder and then click OK .
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Redefine the time source
From the listed Domain Controllers, click on the domain controller that you want to be the schema master
role holder and then click on OK .
Step 7
In the console tree, right click Active Directory Schema [DomainController.DomainName], and then click
Operations Master... .
Step 8
On the Change Schema Master page, the current schema master role holder will be displayed and the targeted
schema holder as well. Change, the schema master holder to the newly added Domain Controller, click Change.
Step 9
Click Yes to confirm the role transfer.
Step 10 The role will be transferred and a confirmation message will be displayed. Click OK.
Step 11 Then click Close.
Redefine the time source
Because the Primary Domain Controller Emulator is moving to another Domain Controller, the time source
must be redefined as either that server or an external time source.
Procedure
Step 1
On the server that is currently running the Primary Domain Controller Emulator, run the following command:
Net time /setsntp: <DNS name of time source>
Step 2
To synchronize a member server to the time source, see the procedure available on the Microsoft Website.
Assign Global Catalogs
Procedure
Step 1
Step 2
Step 3
Step 4
Open AD Sites and Services.
Connect to the Domain Controller that is designated as the Global Catalog.
Right-click NTDS Settings, click Properties, check Global Catalog, and click OK.
Repeat this procedure on all servers.
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Configure member servers to point to new DNS servers
Configure member servers to point to new DNS servers
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In the Network Settings, open the visible network connection.
Open TCP/IP properties.
Enter the new primary and alternate DNS servers.
Run ipconfig /flushdns from a command prompt.
Verify name resolution by pinging the Unified CCE servers by name.
Ping the Unified CCE domain by name.
Demote current domain controllers to member servers and uninstall DNS
Important
Before demoting domain controllers, make sure that the replication process from the old domain controllers
to the new domain controllers is complete. Check the directory service with the event viewer to monitor
the status. In a large domain, this process could take 30 minutes or more to complete.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Select Start > Run, enter dcpromo. When the Active Directory Wizard opens, click Next.
A dialog box indicating that this server is already a Domain Controller appears. Click Next to demote it to a
member server.
You are warned and prompted as to whether or not this is the last server in the domain. Leave the box unchecked
and click Next.
The subsequent screens show the progress of the domain controller removal.
Click Next to finish.
Repeat this procedure for the alternate domain controller.
Select Start > Settings > Control Panel > Add/Remove Programs.
Select Add/Remove Windows Components > Networking Services.
Click Details.
Uncheck the DNS check box, then click OK.
Step 10 Click Next.
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Upgrade Active Directory and DNS
Upgrade the existing Active Directory in Windows server 2008 R2 SP1 to Windows server 2012 R2 .
Note
In-place upgrade of domain controller Windows Server 2003 to Windows Server 2012 R2 is not supported,
Instead we can migrate the existing Windows Server 2003 to new Windows Server 2012 R2, see the
corresponding Microsoft documentation.
Upgrade Domain Controller
Procedure
Step 1
Insert the Windows Server 2012 DVD into the DVD drive of the Windows Server 2008 R2 AD DS and
navigate to the adprep directory.
Step 2
Run adprep /forestprep.
Step 3
Run adprep /domainprep.
Step 4
Upgrade the Operating System to Windows Server 2012 R2 Standard from the DVD drive.
Assign Global Catalog
Procedure
Step 1
Step 2
Step 3
Step 4
Open AD Sites and Services.
Open Server objects, and connect to the Domain Controller that is designated as the Global Catalog.
Right-click NTDS Settings, and select Properties.
Check the Global Catalog checkbox, and click OK.
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11
Testing
• Testing Overview, page 229
• Testing Tasks, page 229
Testing Overview
System testing is a part of the installation, upgrade, and ongoing maintenance of a Unified CCE solution.
Testing requirements and processes vary from customer to customer. Therefore, specific steps for executing
tests are not included in this document.
For installations, testing must ensure all aspects of contact center operation before going live.
For upgrades, at the beginning of each maintenance window, consider running preupgrade tests to establish
a benchmark. The benchmark is used when you run the postupgrade tests. Postupgrade tests are necessary for
each maintenance window to ensure continued contact center operation throughout the entire upgrade process,
which can span multiple maintenance windows.
If you require assistance with Unified CCE solution testing, work with your Cisco representative.
Contact centers need established tests plans and processes for all aspects of contact center operation. Have
the plans, tools, and processes in place to test your contact center.
Testing Tasks
Verify Upgrade to Cisco Unified Customer Voice Portal
After upgrading Unified CVP, verify the following:
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Verify that error messages did not display during the upgrade process.
Check the upgrade logs for error messages.
Ensure that the Unified CVP Operations, Administration, Monitoring and Provisioning (OAMP) Web interface
is available for use.
Use the diagnostic page at http://<CVPHOST>:8000/cvp/diag to verify the status of the Unified CVP system.
Use the Operations Console (System > Control Center, Device Pool tab) to verify that the upgraded Unified
CVP Call Servers, Unified CVP VXML Server and Unified CVP Reporting Server show a status of “Up”.
Use the Operations Console (Device Management > Unified CVP Call Server, General tab for selected Call
Server) to verify that the Device Version reflects the correct upgraded version.
Verify that the appropriate voice prompt is heard when the call is made.
Ensure that the Unified CVP license is properly installed.
Verify IOS Gateway Upgrade
After upgrading IOS gateways, verify the following:
Procedure
Step 1
At the Cisco IOS exec level, execute the following CLI commands:
• To check that the upgraded IOS target image is running:
show version
• To verify that the boot system is configured to boot the correct image:
show running-config
• To verify that configuration done previously is not lost:
show running-config
• To verify that the ISDN connection status is at MULTIFRAME_ESTABLISHED:
show isdn status
• To verify that configured interfaces are in up/up state:
show ip interface brief
• To verify manually placed incoming calls:
show isdn history
• To verify IP routing from branch site to a data center:
ping or traceroute
• To verify IP routing from one branch site to another branch site:
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ping or traceroute
Step 2
Step 3
Step 4
Step 5
Ensure that the following devices are configured and registered correctly: Gatekeeper, trunks, and CTI Route
Point.
Ensure that all MGCP end points (FXS, FXO, PRI, T1 CAS and BRI) are properly registered with Unified
Communications Manager.
Manually spot check calls as appropriate from the PSTN vis SIP Gateways.
Verify that a PSTN user who places an inbound call from the PSTN to a Unified IP Phone in a Unified
Communications Manager cluster through gateways and puts the call on hold can hear Music-on-Hold (MOH)
and can also finally resume the call.
Verify Upgrade to Cisco IOS-Based Transcoders and Conference Bridges
After upgrading Cisco IOS-based transcoders and conference bridges, verify the following:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Check if the complete configuration before the upgrade still exists.
Check if all DSPs are registered and are functioning normally.
Check if there are no error messages in the buffer log or console.
Check if no dump file is created in the flash memory.
Step 6
To verify that the interfaces are in up state, type the “show ip interface brief” command.
Make an inbound call to a Unified IP Phone through a gateway and conference the call with another Unified
IP Phone, using a conference bridge in the gateway.
Verify IOS Transcoding is working with G711 codec configure for one device while G729 codec is configured
on another device.
Step 7
Step 8
To verify that the configuration is not lost, type the “show running-config” command.
Verify Upgrade to Cisco Unified CCE Router and Logger
After upgrading the Cisco Unified CCE Router and Logger, verify the following:
Procedure
Step 1
Verify basic operations such as the following:
• Setup logs indicate no errors or failure conditions (icmsetup.txt and ICMInstall.txt, located in the \Temp
directory of the disk on which the application was installed).
• All components can “ping” public and private IP addresses as applicable.
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• Schema upgrade is successful for all databases and there is no loss of data integrity or data.
• All component services start correctly without generating errors.
• Firewalls and other security measures do not block the ability to access Microsoft SQL Server and to
run third-party software components, like VNC or PCAnywhere.
• Ccagent is in service and connected to any Peripheral Gateways located in Side A.
• Recovery process not required, no activity other than process start-up.
• Configuration information is passed to the Router by the Logger. Replication process begins when the
Historical Database Server comes online.
• Replication process begins with no errors. (Use the Windows Event Viewer to view Windows Event
logs).
• The Router is in a synchronized state. (Use the Diagnostic Framework Portico, under ListProcesses,
verify that the status of ccagent and mdsproc is "InSvc".)
• Database space allocation and % used are reported correctly. (Use the dumplog utility to view the hlgr
and rcv processes on the Logger server. The trace messages display the percentage of available free
space and the log space of the database at 30-second intervals. Verify this using Microsoft SQL
Management Studio to view the Logger database properties.)
Step 2
Step 3
Step 4
Use the Windows Event Viewer on each server to check that no exceptions, errors, or unexpected events have
occurred. Select Administrative Tools > Event Viewer, then expand Windows Logs and review the
Application and System logs.
Verify that configuration changes can be made and are passed to the Logger and AW databases.
Ensure that basic calls and call functionality such as transfers, conferences, call treatment and queuing are
working properly.
Verify Upgrade to Cisco Real Time Administration Workstation, Historical
Database Server
After upgrading the Real Time AW/HDS software, verify the following:
Procedure
Step 1
Step 2
Use the Windows Event Viewer on each server to check that no exceptions, errors, or unexpected events have
occurred. Select Administrative Tools > Event Viewer, then expand Windows Logs and review the
Application and System logs.
After Side A Central Controller components have been upgraded, verify basic operations such as the following:
• Setup logs indicate no errors or failure conditions (icmsetup.txt and ICMInstall.txt, located in the \Temp
directory of the disk on which the application was installed).
• All components can “ping” public and private IP addresses as applicable.
• Schema upgrade is successful for all databases and there is no loss of data integrity or data.
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• All component services start correctly without generating errors.
• All general activities such as the ability to access SQL server and to run third-party software components
like VNC or PCAnywhere, etc. are not stopped by any security application.
• Rtsvr, the process that provides real time data from the Router to the AW database, is connected to the
primary Administrative Workstation. (Open the Configuration Manager tool on Administration & Data
server. If the tool opens without any errors, the feed is active. Additionally, use the Dumplog utility to
view the uaw process. The uaw trace message shows "Waiting for new work…".)
• Configuration information is passed to the router by the Logger. Replication process begins when the
Historical Database Server comes online.
• Real Time Administrative Workstation indicates that it is ready.
• Replication process begins with no errors. (use the Windows Event Viewer to view Windows Event
logs).
• Authorized users are able to use the Configuration Manager on the Real Time Administrative Workstation.
• Authorized users are able to log into Cisco Unified Intelligence Center and can access both public and
private reports and that all previously existing reports are still available.
• Previous settings for users are still valid when any application is opened.
• The “Validate All” script yields the same results after the upgrade as prior to the upgrade.
Note
All existing scripts can be opened and edited and new scripts can be created.
• Database space allocation and % used are reported correctly. (Use the dumplog utility to view the hlgr
and rcv processes on the Logger server. The trace messages display the percentage of available free
space and the log space of the database at 30 second intervals. Verify this using Microsoft SQL
Management Studio to view the Logger database properties.)
• Diagnostic Framework Portico can acquire logs, capture registry information, and schedule collection
of logs.
• Verify that configuration changes are possible.
Verify Upgrade to Peripheral Gateways
After upgrading the peripheral gateways, verify the following:
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Verify Upgrade to CTI OS Server and Outbound Option
Procedure
Step 1
Step 2
Step 3
Step 4
Use the Windows Event Viewer on each server to check that no exceptions, errors, or unexpected events have
occurred. Select Administrative Tools > Event Viewer, then expand Windows Logs and review the
Application and System logs.
Ensure that real time and historical data is sent to the Router and AW database.
Ensure that basic calls and call functionality (such as transfers, conferences, call treatment and queuing) are
working properly.
Ensure that the peripheral is running properly on the upgraded gateway by verifying call flows, CTI desktops,
Outbound Option, and other applications.
Verify Upgrade to CTI OS Server and Outbound Option
After upgrading the Cisco Telephony Integration Object Server and Outbound Option, verify the following:
Procedure
Step 1
Step 2
Step 3
Use the Windows Event Viewer on each server to check that no exceptions, errors, or unexpected events have
occurred. Select Administrative Tools > Event Viewer, then expand Windows Logs and review the
Application and System logs.
Ensure that all Outbound Option Agent and Transfer to VRU campaigns function as expected, including all
applicable dialing modes (Preview, Direct Preview, Progressive, Predictive).
Ensure that Import Rules function as expected by importing a Contact List and Do Not Call List as applicable.
Verify Redundancy
After you upgrade both sides of all redundant components, verify the following:
Procedure
Step 1
Step 2
Stop each active component.
Ensure that the backup component assumes an active state and that the system operation switches to the backup
component with no loss of functionality.
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Verify Upgrade to CTI OS and Cisco Agent Desktop Agent/Desktop Clients
Verify Upgrade to CTI OS and Cisco Agent Desktop Agent/Desktop Clients
After upgrading the Cisco Telephony Integration Object Server (CTI OS) and CAD agent client software,
verify the following:
Procedure
Step 1
Step 2
Step 3
Use the Windows Event Viewer on each server to check that no exceptions, errors, or unexpected events have
occurred. Select Administrative Tools > Event Viewer, then expand Windows Logs and review the
Application and System logs.
Ensure that basic calls and call functionality (such as transfers, conferences, call treatment and queuing by
Unified IP IVR, and so on) are working properly.
Check that agents are still able to log in and answer calls.
Verify Upgrade to Cisco Unified Communications Manager
After upgrading Unified Communications Manager, verify the following:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Verify that no error messages have occurred during the upgrade process.
Check the upgrade log file for any errors.
Start all first node and subsequent node servers.
Verify that there is no replication failure between the first node and subsequent node servers.
Verify that SIP and SCCP IP Phones are registered with Unified Communications Manager.
Ensure that the following devices are configured correctly: gatekeeper, trunks, and CTI route points.
Ensure that the media resources (conference bridges, MTP and transcoders) are configured correctly by
checking their status.
Step 8 Verify if the end users are able to connect to their CTI managers.
Step 9 Check if the license usage is correct as reported in the License Unit Report.
Step 10 Check if services on all servers in the cluster are up.
Step 11 Perform the Unified Communications Manager first node and subsequent node process verification using the
following Real Time Monitoring Tool feature verification process:
a) Verify if Multiple Route Patterns and Route Lists are configured and working properly.
b) Verify if Extension Mobility is configured and working properly.
c) Verify if Unified IP Phone Services are configured and working properly.
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APPENDIX
A
Live Data CLI Commands
• Supported Character Set for Live Data Installation CLI Commands, page 237
• Live Data AW DB Access, page 238
• Live Data Cluster Configuration, page 239
• Live Data Reporting Configuration, page 240
• Live Data Services Registration, page 242
Supported Character Set for Live Data Installation CLI
Commands
When working with the CLI (and not exclusively for Live Data), you can use plain alphanumeric characters
[0-9] [A-Z] [a-z] and the following additional characters:
• ". " (dot)
• "!" (exclamation mark)
• "@" (at sign)
• "#" (number sign)
• "$" (dollar)
• "%" (percent)
• "^" (caret)
• "*" (star)
• "_" (underscore)
• "+" (plus sign)
• "=" (equal sign)
• "~" (tilde)
• ":" (colon)
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• "(" and ")" (open and close parentheses)
• "{" and "}" (open and close brackets)
• "[" and "]" (open and close square brackets)
Spaces are used as input separators. Most special characters carry specific meaning to the Cisco Voice Operating
System (VOS) command console (for example, "\", "|", and so on). Characters above standard ASCII are
mostly ignored.
Live Data AW DB Access
The Live Data AW DB access commands allow you to configure and display CCE AW DB (real-time
distributor) access for the Contact Center Enterprise Live Data Product Deployment Selection. By default,
the set and show commands also test the connection from Live Data to the primary or secondary AW database,
check to see if the configured user has appropriate AW DB access, and report the results.
set live-data aw-access
Use this command to set the access information to the primary or secondary CCE AW. The command also
automatically tests the connection from Live Data to the primary or secondary AW, checks to see if the
configured user has appropriate AW DB access, and reports the results.
You can use the optional skip-test parameter if you do not want the test performed. No checking is done to
see if the configured user has appropriate AW DB access, and no results are reported.
Command Syntax
set live-data aw-access {primary | secondary} addr port db user pwd [ skip-test ]
addr
Specifies the hostname or IP address of the primary or secondary CCE AW (maximum 255 characters).
port
Specifies the listening port of the database server (range 1 through 65535).
db
Specifies the database name (maximum 128 characters).
user
Specifies the login user (maximum128 characters).
pwd
Specifies the login password (maximum 128 characters).
skip-test
Skips the testing of the connection from Live Data to the primary or secondary AW. No checking is
done to see if the configured user has appropriate AW DB access, and no results are reported. The
skip-test parameter is optional.
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unset live-data aw-access
Related Topics
Configure SQL User Account, on page 113
Configure Live Data with AW, on page 35
unset live-data aw-access
Use this command to unset the access information to the primary or secondary CCE AW DB.
Command Syntax
unset live-data aw-access {primary | secondary}
There is a single, required parameter with two possible values.
show live-data aw-access
Use this command to display the primary and secondary CCE AW DB access information and test the
connection from Live Data to each AW DB, check to see if the configured user (on each node) has appropriate
AW DB access, and report the results.
You can use the optional skip-test parameter if you do not want the test performed. No checking is done to
see if the configured user (on each node) has appropriate AW DB access, and no results are reported.
Command Syntax
show live-data aw-access [ skip-test ]
Shows the configured primary and secondary CCE AW DB access information. There are no required
parameters.
skip-test
Skips the testing of the connection from Live Data to the primary or secondary AW. No checking is
done to see if the configured user (on each node) has appropriate AW DB access, and no results are
reported. The skip-test parameter is optional.
Related Topics
Configure SQL User Account, on page 113
Live Data Cluster Configuration
Use the following commands to set, unset, or show Live Data cluster configuration information.
set live-data secondary
Use this command to register the Live Data secondary node.
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unset live-data secondary
Command Syntax
set live-data secondary name
name
Specifies the hostname or ip address of the Live Data secondary node.
unset live-data secondary
Use this command to unset Live Data secondary node configuration.
unset live-data secondary
There are no required parameters.
show live-data secondary
Use this command to show Live Data secondary node configuration information.
show live-data secondary
There are no required parameters.
Live Data Reporting Configuration
set live-data reporting-interval
Use this command to set the Live Data reporting interval in minutes. The reporting interval is the duration of
time for which values are aggregated and reported for the To Interval fields.
Command Syntax
set live-data reporting-interval reporting-interval-in-minutes
reporting-interval-in-minutes
Specifies the reporting interval in minutes. The valid values are 5, 10, 15, 30, and 60 minutes.
When you set the Live Data reporting interval, use the following command to restart the publisher and then
the subscriber. (Restart the inactive node and then the active node.)
Command Syntax
utils system restart
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show live-data reporting-interval
If you restart only the publisher and not the subscriber, the new reporting interval takes effect only on the
publisher; likewise, if you restart the subscriber but not the publisher, only the subscriber uses the newly set
reporting interval.
When the publisher and the subscriber restart, use the show live-data reporting-interval command to validate
the new interval.
Related Topics
show live-data reporting-interval, on page 241
show live-data reporting-interval
Use this command to show the configured and current reporting interval for both the Live Data publisher and
subscriber.
Command Syntax
show live-data reporting-interval
unset live-data reporting-interval
Use this command to reset the Live Data reporting interval to the default value (which is five minutes).
Command Syntax
unset live-data reporting-interval
When you reset the Live Data reporting interval, use the following command to restart the publisher and then
the subscriber. (Restart the inactive node and then the active node.)
Command Syntax
utils system restart
If you restart only the publisher and not the subscriber, the reset interval takes effect only on the publisher;
likewise, if you restart the subscriber but not the publisher, only the subscriber uses the reset reporting interval.
When the publisher and the subscriber restart, use the show live-data reporting-interval command to validate
the new interval.
Related Topics
show live-data reporting-interval, on page 241
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Live Data Services Registration
Live Data Services Registration
set live-data cuic-datasource
Use this command to create or update the Live Data data source in Cisco Unified Intelligence Center.
You can run the command from either the Side A or Side B (not both) Live Data node; and you must run it
once for each of the Cisco Unified Intelligence Center Publisher nodes. The AW Distributor and Cisco Unified
Intelligence Center Publisher must be in service.
You can use this command after you:
• Set the AW DB connection information on the same node where you want to run this command.
• Configure Live Data endpoints in the Machine Service table.
Command Syntax
set live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd
cuic-addr
Specifies the Cisco Unified Intelligence Center publisher node's fully qualified domain name (FQDN).
This node must be in service.
cuic-port
Specifies the Cisco Unified Intelligence Center REST API port. Typically this port is 8444.
cuic-user
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 (for
example, CUIC\administrator).
This user must have system configuration administrative privileges.
cuic-pwd
Specifies the password to use for authentication with Cisco Unified Intelligence Center.
show live-data cuic-datasource
Use this command to list the Live Data data source configuration in Cisco Unified Intelligence Center.
You can use this command after you:
• Set the AW DB connection information on the same node where you want to run this command.
• Configure Live Data endpoints in the Machine Service table.
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unset live-data cuic-datasource
Command Syntax
show live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd
cuic-addr
Specifies the Cisco Unified Intelligence Center publisher node's fully qualified domain name (FQDN).
cuic-port
Specifies the Cisco Unified Intelligence Center REST API port. Typically this port is 8444.
cuic-user
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 (for
example, CUIC\administrator).
cuic-pwd
Specifies the password to use for authentication with Cisco Unified Intelligence Center.
unset live-data cuic-datasource
Use this command to delete the existing Live Data data source. Ensure that there are no existing reports or
report templates that reference the Live Data data source before you run the command; otherwise, the command
fails.
After you run this command successfully, you can no longer generate Live Data reports.
You can use this command after you:
• Set the AW DB connection information on the same node where you want to run this command.
• Configure Live Data endpoints in the Machine Service table.
Command Syntax
unset live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd
cuic-addr
Specifies the Cisco Unified Intelligence Center publisher node's fully qualified domain name (FQDN).
cuic-port
Specifies the Cisco Unified Intelligence Center REST API port. Typically this port is 8444.
cuic-user
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 (for
example, CUIC\administrator).
This user must have system configuration administrative privileges.
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set live-data machine-services
cuic-pwd
Specifies the password to use for authentication with Cisco Unified Intelligence Center.
set live-data machine-services
Use this command to set or update the Machine Service table with the latest information from Live Data
services (publisher and subscriber).
Command Syntax
set live-data machine-services awdb-user awdb-pwd
awdb-user
Use the user@domain format to specify the AW database domain user with write-access permission.
The domain is a fully qualified domain name (FQDN). The username is a user principal name. The
user must be authorized to change Unified CCE configuration.
awdb-pwd
Specifies the AW database user password.
show live-data machine-services
Use this command to display Live Data entries in the Machine Services table.
Command Syntax
show live-data machine-services [ awdb-user ] [ awdb-password ]
awdb-user
Use the user@domain format to specify the AW database domain user with at least read-access
permission.
awdb-password
Specifies the AW database user password.
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APPENDIX
B
Certificates for Live Data
• Certificates and Secure Communications, page 245
• Export Self-Signed Live Data Certificates, page 246
• Import Self-Signed Live Data Certificates, page 247
• Produce Certificate Internally, page 248
• Deploy Root Certificate for Internet Explorer , page 249
• Set Up Certificate for Internet Explorer Browser, page 250
• Set Up Certificate for Firefox Browser, page 251
Certificates and Secure Communications
If you use HTTPS for secure Finesse, Cisco Unified Intelligence Center, and Live Data server-to-server
communication, you must set up security certificates. For the Finesse and Cisco Unified Intelligence Center
servers to communicate with the Live Data server, you must import the Live Data certificates and Cisco
Unified Intelligence Center certificates into Finesse, and the Live Data certificates into Cisco Unified
Intelligence Center:
On Server
Import Certificates From
Finesse
Live Data and Cisco Unified Intelligence Center
Live Data
None
Cisco Unified Intelligence Center
Live Data
You can:
• Use the self-signed certificates provided with Live Data.
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Obtain and Upload Third-party CA Certificate
Note
When using self-signed certificates, agents must accept the Live Data certificates in the
Finesse desktop when they sign in before they can use the Live Data gadget.
• Produce a Certification Authority (CA) certificate internally.
• Obtain and install a Certification Authority (CA) certificate from a third-party vendor.
Related Topics
Export Self-Signed Live Data Certificates, on page 246
Import Self-Signed Live Data Certificates, on page 247
Obtain and Upload CA Certificate for Live Data From a Third-Party Vendor
Set up Microsoft Certificate Server for Windows Server 2012 R2, on page 248
Obtain and Upload Third-party CA Certificate
You can use a Certification Authority (CA) certificate provided by a third-party vendor to establish an HTTPS
connection between the Live Data, Finesse, and Cisco Unified Intelligence Center servers.
To use third-party CA certificates:
• From the Live Data servers, generate and download Certificate Signing Requests (CSR) for root and
application certificates.
• Obtain root and application certificates from the third party vendor.
• Upload the appropriate certificates to the Live Data, Unified Intelligence Center, and Finesse servers.
To complete these procedures, go to http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/tsd-products-support-install-and-upgrade-technotes-list.html and follow the
instructions in the TechNote Procedure to Obtain and Upload CA Certificate from a Third-party Vendor.
Export Self-Signed Live Data Certificates
Live Data installation includes the generation of self-signed certificates. If you choose to work with these
self-signed certificates (rather than producing your own CA certificate or obtaining a CA certificate from a
third-party certificate vendor), you must first export the certificates from Live Data and Cisco Unified
Intelligence Center, as described in this procedure. You must export from both Side A and Side B of the Live
Data and Cisco Unified Intelligence Center servers. You must then import the certificates into Finesse,
importing the Side A certificates to the Side A Finesse servers and the Side B certificates to the Side B Finesse
servers.
As is the case when using other self-signed certificates, agents must accept the Live Data certificates in the
Finesse desktop when they sign in before they can use the Live Data gadget.
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Import Self-Signed Live Data Certificates
Procedure
Step 1
Step 2
Step 3
Step 4
Sign in to Cisco Unified Operating System Administration on the Live Data server (http://hostname of Live
Data server/cmplatform).
From the Security menu, select Certificate Management.
Click Find.
Do one of the following:
• If the tomcat-trust certificate for your server is not on the list, click Generate New. When the certificate
generation is complete, reboot your server. Then restart this procedure.
• If the tomcat-trust certificate for your server is on the list, click the certificate to select it. (Ensure that
the certificate you select includes the hostname for the server.)
Step 5
Click Download .pem file and save the file to your desktop.
Be sure to perform these steps for both Side A and Side B.
Step 6
After you have downloaded the Live Data certificates, sign in to Cisco Unified Operating System Administration
on the Cisco Unified Intelligence Center server (http://hostname of CUIC server/cmplatform), and repeat
steps 2 to 5.
What to Do Next
You must now import the Live Data and Cisco Unified Intelligence Center certificates into the Finesse servers.
Related Topics
Import Self-Signed Live Data Certificates, on page 247
Import Self-Signed Live Data Certificates
To import the certificates into the Finesse servers, use the following procedure.
Procedure
Step 1
Sign in to Cisco Unified Operating System Administration on the Finesse server using the following URL:
http://FQDN of Finesse server:8080/cmplatform
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Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
From the Security menu, select Certificate Management.
Click Upload Certificate.
From the Certificate Name drop-down list, select tomcat-trust.
Click Browse and browse to the location of the Live Data or Cisco Unified Intelligence Center certificate
(with the .pem file extension).
Select the file, and click Upload File.
Repeat steps 3 to 6 for the remaining unloaded certificate.
After you upload both certificates, restart Cisco Finesse Tomcat on the Finesse server.
What to Do Next
Be sure to perform these steps for both Side A and Side B.
Related Topics
Export Self-Signed Live Data Certificates, on page 246
Produce Certificate Internally
Set up Microsoft Certificate Server for Windows Server 2012 R2
This procedure assumes that your deployment includes a Windows Server 2012 R2 (Standard) Active Directory
server. Perform the following steps to add the Active Directory Certificate Services role on the Windows
Server 2012 R2 (Standard) domain controller.
Before You Begin
Before you begin, Microsoft .Net Framework 3.5 Service Pack 1 must be installed. See Windows Server 2012
documentation for instructions.
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Download CA certificate
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
Step 14
Step 15
In Windows, open the Server Manager.
In the Quick Start window, click Add Roles and Features .
In the Set Installation Type tab, select Role-based or feature-based installation , and then click Next.
In the Server Selection tab, select the destination server then click Next.
In the Server Roles tab, check the Active Directory Certificate Services box, and then click the Add Features
button in the pop-up window.
In the Features and AD CS tabs, click Next to accept default values.
In the Role Services tab, verify that the Certification Authority box is checked, and then click Next.
In the Confirmation tab, click Install.
After the installation is complete, click the Configure Active Directory Certificate Service on the destination
server link.
Verify that the credentials are correct (for the domain Administrator user), and then click Next.
In the Role Services tab, check the Certification Authority box, and then click Next.
In the Setup Type tab, select Enterprise CA, and then click Next.
In the CA Type tab, select Root CA, and then click Next.
In the Private Key, Cryptography, CA Name, Validity Period, and Certificate Database tabs, click Next
to accept default values.
Review the information in the Confirmation tab, and then click Configure.
Download CA certificate
This procedure assumes that you are using the Windows Certificate Services. Perform the following steps to
retrieve the root CA certificate from the certificate authority. After you retrieve the root certificate, each user
must install it in the browser used to access Finesse.
Procedure
Step 1
Step 2
On the Windows domain controller, run the CLI command certutil -ca.cert ca_name.cer, in which ca_name
is the name of your certificate.
Save the file. Note where you saved the file so you can retrieve it later.
Deploy Root Certificate for Internet Explorer
In environments where group policies are enforced via the Active Directory domain, the root certificate can
be added automatically to each user's Internet Explorer. Adding the certificate automatically simplifies user
requirements for configuration.
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Set Up Certificate for Internet Explorer Browser
Note
To avoid certificate warnings, each user must use the fully-qualified domain name (FQDN) of the Finesse
server to access the desktop.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
On the Windows domain controller, navigate to Administrative Tools > Group Policy Management.
Right-click Default Domain Policy and select Edit.
In the Group Policy Management Console, go to Computer Configuration > Policies > Window Settings
> Security Settings > Public Key Policies.
Right-click Trusted Root Certification Authorities and select Import.
Import the ca_name.cer file.
Go to Computer Configuration > Policies > Windows Settings > Security Settings > Public Key Policies
> Certificate Services Client - Auto-Enrollment.
From the Configuration Model list, select Enabled.
Sign in as a user on a computer that is part of the domain and open Internet Explorer.
If the user does not have the certificate, run the command gpupdate.exe /target:computer /force on the user's
computer.
Set Up Certificate for Internet Explorer Browser
After obtaining and uploading the CA certificates, either all users must accept the certificate or the certificate
must be automatically installed via group policy.
In environments where users do not log directly in to a domain or group policies are not utilized, every Internet
Explorer user in the system must perform the following steps once to accept the certificate.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
In Windows Explorer, double-click the ca_name.cer file (in which ca_name is the name of your certificate)
and then click Open.
Click Install Certificate > Next > Place all certificates in the following store.
Click Browse and select Trusted Root Certification Authorities.
Click OK.
Click Next.
Click Finish.
A message appears that states you are about to install a certificate from a certification authority (CA).
Click Yes.
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A message appears that states the import was successful.
Step 8
To verify the certificate was installed, open Internet Explorer. From the browser menu, select Tools > Internet
Options.
Step 9 Click the Content tab.
Step 10 Click Certificates.
Step 11 Click the Trusted Root Certification Authorities tab.
Step 12 Ensure that the new certificate appears in the list.
Set Up Certificate for Firefox Browser
Every Firefox user in the system must perform the following steps once to accept the certificate.
Note
To avoid certificate warnings, each user must use the fully-qualified domain name (FQDN) of the Finesse
server to access the desktop.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Firefox browser menu, select Options.
Click Advanced.
Click the Certificates tab.
Click View Certificates.
Click Import and browse to the ca_name.cer file (in which ca_name is the name of your certificate).
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Set Up Certificate for Firefox Browser
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C
IPv6 Configuration
• Configure NAT64 for IPv6-Enabled Deployments, page 253
• Set Up IPv6 for VOS-Based Contact Center Applications, page 255
Configure NAT64 for IPv6-Enabled Deployments
NAT64 allows communication between IPv6 and IPv4 networks. For IPv6-enabled deployments, you must
set up NAT64 so that supervisors on an IPv6 network can access Unified CCE Administration web tools on
an IPv4 network.
You can use either Stateful and Stateless NAT64. To read more about which translation type is the most
appropriate for your deployment see Table 2. Comparison Between Stateless and Stateful NAT64 here: http:/
/www.cisco.com/c/en/us/products/collateral/ios-nx-os-software/enterprise-ipv6-solution/white_paper_
c11-676278.html
Note
NAT64 is NOT supported on M train IOS. T train is required.
For more information, see the Compatibility Matrix for Unified CCE at http://docwiki.cisco.com/wiki/
Compatibility_Matrix_for_Unified_CCE.
The following example network diagram and interface configuration demonstrates Stateful NAT64 translation
between an IPv6 network and an IPv4 network.
interface GigabitEthernet0/0
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Configure DNS for IPv6
description ipv4-only interface
ip address 10.10.10.81 255.255.255.128
duplex auto
speed auto
nat64 enable
no mop enabled
interface GigabitEthernet0/1
description ipv6-only interface
no ip address
duplex auto
speed auto
nat64 enable
ipv6 address 2001::1/64
ipv6 enable
ipv6 unicast-routing
ipv6 cef
!
nat64 prefix stateful 3001::/96
nat64 v4 pool POOL1 10.10.10.129 10.10.10.250
nat64 v6v4 list V6ACL1 pool POOL1 overload
ipv6 router rip RIPv6
!
ipv6 router rip RIP
!
ipv6 access-list V6ACL1
permit ipv6 2001::/64 any
Configure DNS for IPv6
To meet the requirement that Unified CCE Administration be accessed by FQDN, a Forward lookup AAAA
record for the AW must be created in DNS.
The steps in this procedure are for a Windows DNS server.
Procedure
Step 1
Step 2
Step 3
Step 4
In Windows, navigate to Administrative Tools > DNS. This opens the DNS Manager.
In the Forward lookup zone, navigate to your deployment's domain name.
Right-click the domain name and select New Host (A or AAAA).
In the New Host dialog box, enter the computer name and IP address of the AW. Click Add Host.
Determine IPv6 Translation of IPv4 Address for DNS Entry
You can determine the IPv6 address needed for the AAAA DNS record by running a ping command on any
Windows machine using mixed notation. Type “ping -6” followed by your IPv6 Nat64 Prefix, two colons,
and then the IPv4 address.
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Set Up IPv6 for VOS-Based Contact Center Applications
In the ping response, the IPv4 address is converted to the hexadecimal equivalent. Use this address in your
static AAAA record.
Note
Optionally, DNS64 can be used in place of static DNS entries. Use of DNS64 helps facilitate translation
between IPv6 and IPv4 networks by synthesizing AAAA resource records from A resource records.
The NAT64 Technology: Connecting IPv6 and IPv4 Networks whitepaper gives an overview of DNS64
and how it is used with IPv6: http://www.cisco.com/c/en/us/products/collateral/ios-nx-os-software/
enterprise-ipv6-solution/white_paper_c11-676278.html.
Set Up IPv6 for VOS-Based Contact Center Applications
By default, only IPv4 is enabled for Unified Communications Manager, Finesse, and Unified Intelligence
Center.
If you choose to enable IPv6 on these applications, you must enable it on both the publisher/primary nodes
and subscriber/secondary nodes for those applications.
You can use Cisco Unified Operating System Administration or the CLI to enable IPv6.
See the Cisco Unified Contact Center Enterprise Design Guide at http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html
for more information about IPv6 support in Unified CCE.
Set Up IPv6 Using Cisco Unified Operating System Administration
To set up IPv6 using Cisco Unified Operating System Administration, perform the following procedure on
the primary and secondary VOS servers.
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IPv6 Configuration
Set Up IPv6 for VOS-Based Applications Using the CLI
Procedure
Step 1
Sign into Cisco Unified Operating System Administration on the Publisher/Primary node:.
• Unified Communications Manager and Unified Intelligence Center: https://<host or IP
address of the Publisher or Primary node>/cmplatform
• Finesse: https://FQDN of the Primary node:8443/cmplatform
Step 2
Step 3
Step 4
Step 5
Navigate to Settings > IP > Ethernet IPv6.
Check the Enable IPv6 check box.
Enter values for IPv6Address, Prefix Length, and Default Gateway.
Check the Update with Reboot check box.
Step 6
Click Save.
The server restarts.
Repeat this procedure on the subscriber/secondary node.
Step 7
Set Up IPv6 for VOS-Based Applications Using the CLI
To set up IPv6 using the CLI, perform the following procedure on both the primary and secondary VOS
servers.
Procedure
Step 1
Step 2
Access the CLI on the VOS server.
To enable or disable IPv6, enter:
set network ipv6 service {enable | disable}
Step 3
Set the IPv6 address and prefix length:
set network ipv6 static_address addr mask
Example:
set network ipv6 static_address 2001:db8:2::a 64
Step 4
Set the default gateway:
set network ipv6 gateway addr
Step 5
Restart the system for the changes to take effect.
utils system restart
Step 6
To display the IPv6 settings, enter:
show network ipv6 settings
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