Security Best Practices Guide for Cisco Unified ICM/Contact Center

Security Best Practices Guide
for Cisco Unified ICM/Contact Center Enterprise & Hosted
Releases 8.x
October 2011
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Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................2
Organization ..............................................................................................................................................2
Related Documentation..............................................................................................................................3
Product Naming Conventions.....................................................................................................................4
Conventions................................................................................................................................................5
Obtaining Documentation and Submitting a Service Request...................................................................6
Documentation Feedback...........................................................................................................................6
1. Encryption Support.....................................................................................................................................7
User and Agent Passwords........................................................................................................................7
Call Variables and Extended Call Variables................................................................................................7
Internet Script Editor, Agent Re-skilling and WebView...............................................................................8
CTI OS C++/COM Toolkit...........................................................................................................................8
Cisco Contact Center SNMP Management Service...................................................................................9
Additional Encryption..................................................................................................................................9
2. IPsec and NAT Support.............................................................................................................................11
About IPsec..............................................................................................................................................11
About NAT................................................................................................................................................12
Support for IPsec in Tunnel Mode............................................................................................................12
Support for IPsec in Transport Mode........................................................................................................13
System Requirements.........................................................................................................................13
Supported Communication Paths .......................................................................................................13
Configuring IPsec Policy......................................................................................................................15
IPsec Connection to Unified CM...............................................................................................................17
Monitoring IPsec Activity..........................................................................................................................17
IPsec Monitor.......................................................................................................................................17
IPsec Logging......................................................................................................................................17
Network Monitoring..............................................................................................................................18
System Monitoring ..............................................................................................................................18
Support for NAT........................................................................................................................................19
NAT and CTI OS.......................................................................................................................................19
IPsec and NAT Transparency...................................................................................................................20
Additional IPsec References....................................................................................................................20
3. Applying IPsec with the Network Isolation Utility.......................................................................................21
About IPsec..............................................................................................................................................21
Deploying IPsec Manually Versus Deploying It Via the Network Isolation Utility......................................22
About the Cisco Network Isolation Utility..................................................................................................22
An Illustration of Network Isolation Utility Deployment.............................................................................23
How the Network Isolation Utility Works...................................................................................................23
IPsec Terminology................................................................................................................................23
The Network Isolation Utility Process..................................................................................................24
About Encrypting Traffic............................................................................................................................25
How to Deploy the Network Isolation Feature..........................................................................................26
Important Deployment Tips..................................................................................................................26
Sample Deployment.............................................................................................................................26
Devices That Must Communicate with One Another...........................................................................31
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Typical Boundary Devices....................................................................................................................33
Caveats....................................................................................................................................................34
How to Do a Batch Deployment...............................................................................................................35
How to Run the Network Isolation Utility from the Command Line...........................................................35
How to Monitor the Network Security.......................................................................................................40
Troubleshooting the Network Isolation IPsec Policy.................................................................................40
4. Windows Server 2003 and Windows Server 2008 R2 Firewall Configuration...........................................41
Cisco Firewall Configuration Utility Prerequisites.....................................................................................42
Using the Cisco Firewall Configuration Utility...........................................................................................43
Verifying New Windows Firewall Settings.................................................................................................43
Configuring Windows Server 2003 Firewall to Communicate with Active Directory.................................44
Configuring Domain Controller Ports...................................................................................................44
Restrict FRS Traffic to a Specific Static Port........................................................................................44
Restrict Active Directory Replication Traffic to a Specific Port.............................................................45
Configure Remote Procedure Call (RPC) Port Allocation....................................................................45
Windows Server 2000 and 2003 Firewall Ports...................................................................................46
Testing Connectivity.............................................................................................................................46
Validating Connectivity.........................................................................................................................47
Understanding the CiscoICMfwConfig_exc.xml File.................................................................................47
Troubleshooting Windows Firewall............................................................................................................48
Windows Server 2003 General Troubleshooting Notes.......................................................................48
Windows Firewall Interferes with Router Private Interface Communication.........................................48
Windows Firewall Shows Dropped Packets but no Unified ICM or Unified CCE Failures Are Evident.49
Undo Firewall Settings.........................................................................................................................49
5. Automated Security Hardening Settings on Windows Server 2003..........................................................51
Applying/Removing ICM Security Settings...............................................................................................52
Applying ICM Security Settings During Setup.....................................................................................52
Manually Installing Cisco ICM Security Settings..................................................................................52
Rolling Back Security Settings.............................................................................................................53
Account Policies Settings.........................................................................................................................54
Password Policy...................................................................................................................................54
Account Lockout Policy........................................................................................................................54
Kerberos Policy....................................................................................................................................55
Local Policies............................................................................................................................................55
Audit Policy..........................................................................................................................................55
User Rights Assignment......................................................................................................................56
Security Options..................................................................................................................................58
Event Log.................................................................................................................................................65
System Services.......................................................................................................................................65
Settings for System Services...............................................................................................................66
Registry....................................................................................................................................................72
File System...............................................................................................................................................73
6. Applying Security with the Cisco Unified Contact Center Security Wizard...............................................75
About the Cisco Unified Contact Center Security Wizard.........................................................................75
Configuration and Restrictions.................................................................................................................76
How to use the Wizard..............................................................................................................................76
Example Security Wizard Usage..............................................................................................................77
Example Windows Hardening Configuration Panels................................................................................78
Example Windows Firewall Configuration Panels.....................................................................................81
Example Network Isolation Configuration Panels.....................................................................................84
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Example SQL Hardening Panels..............................................................................................................88
7. Updating Microsoft Windows ....................................................................................................................91
Microsoft Security Updates......................................................................................................................91
Microsoft Service Pack Policy...................................................................................................................92
Configuring the Server to use an Alternate Windows Update Server..................................................92
8. SQL Server Hardening..............................................................................................................................95
SQL Server Hardening Suggestions........................................................................................................95
Top Hardening Suggestions.................................................................................................................95
SQL Server Users and Authentication.................................................................................................98
SQL Server 2005 Security Considerations...............................................................................................99
Automated SQL 2005 Hardening.........................................................................................................99
SQL Server Security Hardening Utility...............................................................................................100
Manual SQL 2005 Server Hardening.................................................................................................101
9. Cisco SSL Encryption Utility...................................................................................................................103
About the SSL Encryption Utility............................................................................................................103
Installing SSL During Setup...............................................................................................................104
SSL Encryption Utility in Standalone Mode.......................................................................................104
Enabling the Transport Layer Security (TLS) 1.0 Protocol.................................................................106
10. Network Access Protection...................................................................................................................107
How NAP works......................................................................................................................................108
Impact of using Microsoft Windows NAP with Unified CCE....................................................................108
Network Policy Server .......................................................................................................................108
Unified CCE Servers and NAP .........................................................................................................108
Unified CCE Client Machines and NAP ............................................................................................109
Additional NAP References....................................................................................................................109
11. Intrusion Prevention and Cisco Security Agent.....................................................................................111
What are Cisco Security Agent Policies?...............................................................................................111
Types of Agents......................................................................................................................................112
Managed Agent.................................................................................................................................112
Standalone Agent..............................................................................................................................112
12. Microsoft Baseline Security Analyzer....................................................................................................113
Security Update Scan Results................................................................................................................114
Windows Scan Results...........................................................................................................................114
Internet Information Services (IIS) Scan Results...................................................................................115
SQL Server Scan Results......................................................................................................................116
Desktop Application Scan Results..........................................................................................................117
13. Auditing ................................................................................................................................................119
How to View Auditing Policies.................................................................................................................119
Security Log...........................................................................................................................................120
Real-Time Alerts.....................................................................................................................................120
SQL Server Auditing Policies..................................................................................................................120
SQL Server C2 Security Auditing......................................................................................................120
Active Directory Auditing Policies...........................................................................................................120
14. General Antivirus Guidelines and Recommendations...........................................................................123
Guidelines and Recommendations.........................................................................................................124
Unified ICM/Unified CCE Maintenance Parameters...............................................................................125
Logger Recommendations ................................................................................................................125
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Distributor Recommendations...........................................................................................................125
CallRouter and PG Recommendations..............................................................................................126
Other Scheduled Tasks Recommendations.......................................................................................126
File Type Exclusion Recommendations..................................................................................................126
15. Remote Administration..........................................................................................................................127
Windows Terminal Services (Remote Desktop).....................................................................................127
Remote Desktop Protocol..................................................................................................................128
Securing the RDP-TCP Connection..................................................................................................128
Per-User Terminal Services Settings.................................................................................................129
pcAnywhere............................................................................................................................................129
Restricting Access to Internal Machines............................................................................................130
Preventing unauthorized connections to a pcAnywhere host............................................................130
Protecting the data stream during a remote control session.............................................................132
Preventing unauthorized changes to the installed product................................................................132
Identifying security risks....................................................................................................................133
Logging events during a remote control session...............................................................................133
VNC........................................................................................................................................................133
TRIDIA VNC Pro.....................................................................................................................................133
16. Additional Security Best Practices........................................................................................................135
Additional Cisco Call Center Applications..............................................................................................135
Cisco Unified ICM WebView..............................................................................................................135
Cisco Unified ICM CTI Object Server (CTI OS).................................................................................136
Cisco Agent Desktop (CAD)..............................................................................................................136
Cisco Unified ICM Router..................................................................................................................136
Peripheral Gateways (PGs) and Unified CCE Agent Login...............................................................137
CTI OS and Monitor Mode Connection..............................................................................................137
Microsoft Internet Information Server (IIS).............................................................................................137
Hardening IIS for use with WebView and Internet Script Editor on Windows Server 2000 Platforms.137
Sybase EAServer (Jaguar) Hardening...................................................................................................140
Starting Jaguar Manager...................................................................................................................140
Changing Jaguar Password...............................................................................................................141
Restart WebView/Services................................................................................................................142
WMI Service Hardening.........................................................................................................................142
WMI namespace-level security:.........................................................................................................142
Additional WMI Security Considerations............................................................................................143
SNMP Hardening....................................................................................................................................143
Toll Fraud Prevention..............................................................................................................................144
Syskey....................................................................................................................................................145
Third-Party Security Providers................................................................................................................145
Third-Party Management Agents............................................................................................................145
Index ...........................................................................................................................................................147
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List of Figures
Figure 1: Example Network Isolation Deployment.........................................................................................................23
Figure 2: Example Contact Center Enterprise System....................................................................................................27
Figure 3: Example Phase 1 - Step 1 IPSec Deployment..................................................................................................27
Figure 4: Example Tusted Device Isolation.....................................................................................................................28
Figure 5: Example Phase 1 - Step 2 IPSec Deployment..................................................................................................28
Figure 6: Example Phase 1 - Step 3 IPSec Deployment..................................................................................................29
Figure 7: Example Phase 2 - Step 1 IPSec Deployment..................................................................................................29
Figure 8: Example Phase 2 - Step 2 IPSec Deployment..................................................................................................30
Figure 9: Example IPSec Deployment - Overall Design.................................................................................................30
Figure 10: Security Wizard Welcome Window................................................................................................................78
Figure 11: Windows Hardening Introduction Panel........................................................................................................79
Figure 12: Windows Hardening Template Options Panel................................................................................................79
Figure 13: Windows Hardening Confirmation Panel.......................................................................................................80
Figure 14: Windows Hardening Status Panel..................................................................................................................81
Figure 15: Windows Firewall Wizard Introduction Panel................................................................................................81
Figure 16: Windows Firewall Configuration Options Panel............................................................................................82
Figure 17: Windows Firewall Confirmation Panel..........................................................................................................83
Figure 18: Windows Firewall Status Panel......................................................................................................................83
Figure 19: Network Isolation Introductory Panel............................................................................................................84
Figure 20: Trusted Devices Configuration Panel.............................................................................................................85
Figure 21: Boundary Device Configuration Panel..........................................................................................................86
Figure 22: Network Isolation Confirmation Panel..........................................................................................................87
Figure 23: Network Isolation Status Panel......................................................................................................................87
Figure 24: SQL Hardening Introduction Panel................................................................................................................88
Figure 25: Security Action Panel.....................................................................................................................................89
Figure 26: SQL Hardening Confirmation Panel..............................................................................................................89
Figure 27: SQL Hardening Status Panel..........................................................................................................................90
Figure 28: SSL Config Utility - Configuration Tab.......................................................................................................105
Figure 29: SSL Config Utility - Certificate Administration Tab...................................................................................106
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Preface
Purpose
This document describes security hardening configuration guidelines for Cisco Unified Intelligent
Contact Management (Unified ICM) Release 8.0(1) on Windows Server 2003 and Windows
Server 2008 R2. The term “Unified ICM” includes: Unified Contact Center Enterprise/Hosted
(Unified CCE/CCH), Cisco Unified System Contact Center Enterprise (Unified SCCE), and
Cisco Unified Intelligent Contact Management Enterprise/Hosted. Optional Unified ICM
applications that apply to these server configurations are also addressed here, with the exception
of the following: Cisco Unified Web Interaction Manager (Unified WIM), Media Blender (when
not co-resident with a Peripheral Gateway (PG); if co-resident with a PG then these best practices
are applicable), Dynamic Content Adapter and Cisco Unified E-Mail Interaction Manager
(Unified EIM). References throughout this document to “Unified ICM/Cisco Unified Contact
Center Enterprise (Unified CCE)” will assume the aforementioned configurations. Any
accompanying applications that make up the customer’s particular solution, whether Cisco
provided—such as PSO applications—or provided by a Cisco partner, have not been approved
for use with these security hardening recommendations. Special testing and qualification must
be considered to ensure that recommended security configurations do not hinder the operation
of those applications.
Note: The information in this guide does not pertain to specifics of Cisco Unified System Contact
Center Enterprise (Unified SCCE) deployments. The Cisco IPCC Enterprise Web Administration
Tool is used for administering Unified SCCE. (Unified SCCE Release 7.5 is supported in the
8.0(1) solution.)
The configurations presented in this document represent parameters used internally within Cisco
to develop and test the applications. Other than the base Operating System and application
installations, any deviation from this set cannot be guaranteed to provide a compatible operating
environment. It is important to note recommendations contained in this document will not always
be uniformly implemented; some implementations—as based on corporate policy, specific IT
utilities (for example, backup accounts) or other external guidelines—may modify or limit the
application of these guidelines.
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Preface
Audience
Note: Operating System Security Hardening for Release 8.0(1) is supported on Windows Server
2003 only.
Audience
This document is primarily intended for server administrators and OS and application installers.
It is assumed that the target reader of this document is an experienced administrator familiar
with Windows Server 2003 and Windows Server 2003 installations. It is further assumed that
the reader is fully familiar with the applications that make up the Unified ICM/Unified CCE
solution, as well as with the installation and administration of these systems. It is the intent of
these best practices to additionally provide a consolidated view of securing the various third-party
applications on which the Cisco contact center applications depend. If vendor recommendations
differ from these guidelines, following such recommendations may result in systems that are
not protected from malicious attacks.
Organization
This document is organized into the following chapters:
Chapter
Description
Chapter 1, “Encryption Support” (page 7)
A brief overview of the encryption methods used in Unified
ICM/Unified CCE.
Chapter 2, “IPsec and NAT Support” (page 11)
Security best practices for deploying IPsec and Network Address
Translation (NAT) in an Unified ICM/Unified CCE environment.
Chapter 3, “Applying IPsec with the Network
Isolation Utility” (page 21)
Details on how to deploy a preconfigured IPsec policy for Unified
ICM/CCE environment.
Chapter 4, “Windows Server 2003 and Windows
Server 2008 R2 Firewall Configuration” (page 41)
The use of Windows Firewall and details about the Cisco
Windows Firewall configuration script.
Chapter 5,“ Automated Security Hardening Settings Specific details of the settings changed when using the Cisco
on Windows Server 2003” (page 51)
Security Template for Windows Server 2003.
Chapter 6, “Applying Security with the Cisco Unified Details on how to use the Security Wizard to configure various
Contact Center Security Wizard” (page 75)
security features.
Chapter 7,“Updating Microsoft Windows” (page 91) Security Best Practices to use when updating Windows Server
2003.
Chapter 8, “SQL Server Hardening” (page 95)
Security Best Practices for SQL Server.
Chapter 9, “Cisco SSL Encryption” Utility (page 103) Details on using the SSL Encryption Utility.
Chapter 10, “Intrusion Prevention and Cisco Security Using Cisco Security Agent for Host Intrusion Detection.
Agent” (page 111)
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Preface
Related Documentation
Chapter
Description
Chapter 11, “Microsoft Baseline Security Analyzer Example of what to expect when running MBSA on a typical
(MBSA)” (page 113)
Unified ICM Server.
Chapter 12, “Auditing” (page 119)
Security Best Practices for setting Auditing Policies on Unified
ICM/CCE Servers.
Chapter 13, “General Antivirus Guidelines and
Recommendations” (page 123)
General Antivirus guidelines and recommendations.
Chapter 14, “Remote Administration” (page 127)
Security Best Practices to consider when using various remote
administration applications.
Chapter 15, “Additional Security Best Practices” (page Additional Security Best Practices for:
135)
• Additional Cisco Call Center Applications
• Microsoft Internet Information Server
• Sybase EAServer (Jaguar)
• RMS Listener Hardening
• WMI Service Hardening
• SNMP Service Hardening
• Toll Fraud Prevention
• Syskey
• Third-Party Security Providers
• Third-Party Management Agents
Related Documentation
Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well as related
documentation, is accessible from Cisco.com at: http://www.cisco.com/cisco/web/psa/
default.html.
Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS),
Cisco Agent Desktop (CAD), Cisco Agent Desktop Browser Edition (CAD-BE), Cisco Unified
Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP), Cisco Unified
IP IVR, Cisco Unified Intelligence Center, and Cisco Support Tools. The following list provides
more information.
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Preface
Product Naming Conventions
• For documentation for the Cisco Unified Contact Center products mentioned above, go to
http://www.cisco.com/cisco/web/psa/default.html, click Voice and Unified
Communications, then click Customer Collaboration, and then click Cisco Unified Contact
Center Products or Cisco Unified Voice Self-Service Products, then click the product or
option you are interested in.
• For troubleshooting tips for the Cisco Unified Contact Center Products mentioned above, go
to http://docwiki.cisco.com/wiki/Category:Troubleshooting, and then click the product
or option you are interested in.
• Documentation for Cisco Unified Communications Manager is accessible from: http://
www.cisco.com/cisco/web/psa/default.html.
• Technical Support documentation and tools are accessible from: http://www.cisco.com/en/
US/support/index.html.
• The Product Alert tool is accessible from (login required): http://www.cisco.com/cgi-bin/
Support/FieldNoticeTool/field-notice.
• For information about the Cisco software support methodology, see Software Release and
Support Methodology: ICM/IPCC available at (login required): http://www.cisco.com/en/
US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html.
• For a detailed list of language localizations, see the Cisco Unified ICM/Contact Center
Product and System Localization Matrix available at the bottom of the following page: http:/
/www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html.
Product Naming Conventions
In this release, the product names listed in the table below have changed. The New Name (long
version) is reserved for the first instance of that product name and in all headings. The New
Name (short version) is used for subsequent instances of the product name.
Note: This document uses the naming conventions provided in each GUI, which means that in
some cases the old product name is in use.
Old Product Name
New Name (long version)
New Name (short version)
Cisco IPCC Enterprise Edition
Cisco Unified Contact Center
Enterprise
Unified CCE
Cisco System IPCC Enterprise Edition Cisco Unified System Contact Center Unified SCCE
Enterprise
Cisco IPCC Hosted Edition
Cisco Unified Contact Center Hosted Unified CCH
Cisco Intelligent Contact Management Cisco Unified Intelligent Contact
(ICM) Enterprise Edition
Management Enterprise
Unified ICME
Cisco Intelligent Contact Management Cisco Unified Intelligent Contact
(ICM) Hosted Edition
Management Hosted
Unified ICMH
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Preface
Conventions
Old Product Name
New Name (long version)
New Name (short version)
Cisco CallManager/Cisco Unified
CallManager
Cisco Unified Communications
Manager
Unified CM
Conventions
This manual 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; for example: A skill group is a
collection of agents who share similar skills
• For emphasis; for example: Do not use the numerical naming
convention
• A syntax value that the user must replace; for example: IF
(condition, true-value, false-value)
• A book title; for example: Refer to the Cisco CRS
Installation Guide
window font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays; for
example: <html><title>Cisco Systems,Inc. </
title></html>
• Navigational text when selecting menu options; for example:
ICM Configuration Manager > Tools> Explorer
Tools > Agent Explorer
< >
Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such
as ASCII output
• A character string that the user enters but that does not appear
on the window such as a password
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Preface
Obtaining Documentation and Submitting a Service Request
Obtaining Documentation and Submitting a Service Request
For information about obtaining documentation, submitting a service request, and gathering
additional information, see the monthly What's New in Cisco Product Documentation, which
also lists all new and revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to What's New in Cisco Product Documentation as a Really Simple Syndication (RSS)
feed and set content to be delivered directly to your desktop using a reader application. The
RSS feeds are a free service and Cisco currently supports RSS version 2.0.
Documentation Feedback
You can provide comments about this document by sending an email message to the following
address:
ccbu_docfeedback@cisco.com (mailto:ccbu_docfeedback@cisco.com)
We appreciate your comments.
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Chapter 1
Encryption Support
This chapter describes the types of encryption used in the Unified ICM system. The concepts
help you to understand how encryption is used in the Unified ICM/Unified CCE environment.
This chapter contains the following topics:
•
•
•
•
•
•
User and Agent Passwords, page 7
Call Variables and Extended Call Variables, page 7
Internet Script Editor, Agent Re-skilling and WebView, page 8
CTI OS C++/COM Toolkit, page 8
Cisco Contact Center SNMP Management Service, page 9
Additional Encryption, page 9
User and Agent Passwords
Unified ICM/Unified CCE systems are highly distributed applications composed of many node
and server applications. Application user and contact center agent passwords are stored in the
Logger databases as well as the Distributor databases as an RSA Data Security, Inc. MD5
Message-Digest Algorithm hash. When passed from one server node to another, such as from
a Peripheral Gateway to a Router, or from a Distributor to a Router or a Logger, the passwords
are passed as MD5 hashes as opposed to clear text.
Call Variables and Extended Call Variables
To protect data sent in call variables or expanded call context (ECC) variables, Unified ICM
relies on IPsec and the deployment of IPsec policies between servers running Windows Server
2003. In a Unified CCE environment, the establishment of an IPsec channel between the Cisco
Unified Communications Manager (Unified CM) and the Peripheral Gateway is also supported.
The recommended integrity algorithm is SHA-1 and the encryption algorithm is 3DES. The
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Chapter 1: Encryption Support
Internet Script Editor, Agent Re-skilling and WebView
recommended Internet Key Exchange (IKE) security algorithm is a minimum of Diffie-Hellman
Group 2 for a 1024-bit key or 2048-bit key if processing power allows it.
See Also
IPsec and NAT Support on page 11
Internet Script Editor, Agent Re-skilling and WebView
Unified ICM supports, as a default on Windows Server 2003, the encryption of traffic for users
accessing the Unified ICM Internet Script Editor, Web Setup, Agent Re-skilling, and WebView
applications so that all user logins and optionally session traffic done from a remote machine
are protected from snooping. The applications that implement the Transport Layer Security
(TLS) v1.0 protocol using the OpenSSL libraries are HTTP based.
The Agent Re-skilling and Internet Script Editor web applications will also be deployed and
enabled for 128-bit SSL encryption in IIS 6.0 as a default so that all supervisor logins, user
logins, and data exchanged is protected across the network.
For more information on enabling certain Cipher Suites in IIS see the article KB 245030 (http:/
/support.microsoft.com/?kbid=245030).
See Also
Cisco SSL Encryption Utility on page 103
Cisco WebView Documentation
CTI OS C++/COM Toolkit
The CTI OS (C++/COM toolkit) and CAD agent desktops implement TLS v1.0 protocol using
the OpenSSL libraries to protect data exchanged between the agent desktop to the CTI Object
Server. A Cipher suite is used for authentication, key exchange, and stream encryption. The
Cipher suite is as follows:
• Key exchange: Diffie-Hellman
• Authentication: RSA
• Encryption: AES (128)
• Message digest algorithm: SHA1
Refer to the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted and Cisco CAD Installation Guide for more configuration details.
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Chapter 1: Encryption Support
Cisco Contact Center SNMP Management Service
Cisco Contact Center SNMP Management Service
Unified ICM/Unified CCE includes a Simple Network Management Protocol (SNMP v3) agent
to support authentication and encryption (privacy) provided by SNMP Research International.
The Cisco implementation exposes the configuration of the communication with a management
station to be authenticated using the SHA-1 digest algorithms and for all SNMP messages to
be encrypted using one of the following three protocols:
• 3DES
• AES-192
• AES-256
See Also
SNMP Hardening on page 143
SNMP Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Additional Encryption
In addition to the various areas of application-level encryption provided in the Unified ICM
suite of applications, Cisco supports the deployment of the solution across sites running Cisco
IOS IPsec in Tunnel Mode with HMAC-SHA1 Authentication (ESP-SHA-HMAC) and 3DES
Encryption (ESP-3DES).
See Also
IPsec and NAT Support on page 11
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Chapter 1: Encryption Support
Additional Encryption
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Chapter 2
IPsec and NAT Support
About IPsec
Internet Protocol security (IPsec) is a framework of open standards for ensuring private, secure
communications over Internet Protocol (IP) networks, through the use of cryptographic security
services.
Note: IPsec can be deployed in many different ways. The purpose of this chapter is to explain
what IPsec is and how to secure selected communication paths using IPsec. The chapter on
Applying IPsec with the Network Isolation Utility (page 21) explains a specific, more restricted,
but automated way of applying IPsec to secure the entire traffic to and from the server. The
Network Isolation Utility also saves you a lot of work in applying IPsec. However, if you use
this utility to apply IPsec, be sure to read this chapter to understand the various IPsec deployment
options and to use the one that is the most beneficial for your environment.
For more information, see http://www.cisco.com/go/ipsec and http://technet.microsoft.com/
en-us/network/bb531150.aspx
Implementing IPsec in a Unified ICM/Unified CCE environment means finding a balance
between ease of deployment and usability and protecting sensitive information from unauthorized
access.
Finding the proper balance requires the following:
• Assessing the risk and determining the appropriate level of security for your organization
• Identifying valuable information
• Defining security policies that use your risk management criteria and protect the identified
information
• Determining how the policies can best be implemented within the existing organization
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About NAT
• Ensuring that management and technology requirements are in place
Security considerations are also influenced by the way the application will be used or deployed.
For example, the required security might differ depending on whether certain Unified
ICM/Unified CCE servers will be deployed in a single data center or across a number of sites
that may or may not communicate across trusted networks. The security framework in Windows
Server 2003 is designed to fulfill the most stringent security requirements. However, software
alone might be less effective without careful planning and assessment, effective security
guidelines, enforcement, auditing, and sensible security policy design and assignment.
About NAT
Network Address Translation (NAT) is a mechanism for conserving registered IP addresses in
large networks and simplifying IP addressing management tasks. As its name implies, NAT
translates IP addresses within private “internal” networks to “legal” IP addresses for transport
over public “external” networks (such as the Internet). Incoming traffic is translated back for
delivery within the inside network.
The section in this chapter beginning with Support for NAT (Network Address Translation)
(page 19) describes the Unified ICM and Unified CCE NAT support.
Support for IPsec in Tunnel Mode
Due to increased security concerns in the deployment of data and voice networks alike, Unified
ICM and Unified CCE deployments now add support for IPsec between Central Controller sites
and remote Peripheral (PG) sites. This secure network implementation implies a distributed
model where the WAN connection is secured via IPsec tunnels. The testing undertaken in this
release was limited to configuration of Cisco IOS IPsec in Tunnel Mode, meaning only the
Cisco IP Routers (IPsec peers) between the two sites were part of the secure channel
establishment. All data traffic is encrypted across the WAN link but un-encrypted on the local
area networks. In Tunnel Mode, traffic flow confidentiality is ensured between IPsec peers
which, in this case, are the IOS Routers connecting a central site to a remote site.
The qualified specifications for the IPsec configuration are as follows:
• HMAC-SHA1 Authentication (ESP-SHA-HMAC)
• 3DES Encryption (ESP-3DES)
The common recommendation for QoS networks is to classify and apply QoS features based
on packet header information before traffic is tunnel encapsulated and/or encrypted.
More detailed resources on Cisco IOS IPsec functionality are available at: http://www.cisco.com/
go/ipsec
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Chapter 2: IPsec and NAT Support
Support for IPsec in Transport Mode
Support for IPsec in Transport Mode
System Requirements
Following are the system requirements for IPsec Support in Transport Mode:
• Cisco Unified ICM Release 8.0(1)
• Microsoft Windows Server 2003
• Intel PRO/100 S Server Adapter P/N PILA8470C3
Note:
• IPsec offload network adapters accelerate the cryptographic operations used to secure IPsec
packets, thereby minimizing the performance costs for encryption. As a result, IPsec-secured
TCP/IP connections can achieve a similar rate of throughput as TCP/IP connections that are
not secured using IPsec. If the hardware acceleration cards cannot be used, IPsec encryption
will increase CPU load, and decrease throughput.
• Unified ICM Release 8.0(1) support for IPsec is contingent on the use of network interface
cards that support IPsec offloads. The card listed in the System Requirements list has been
tested and is recommended.
See Also
For more information about the benefits of using IPsec hardware offload adapters, see “Intel
PRO/100S Network Adapter, IPsec Offload Performance and Comparison,” at http://
www.intel.com/Assets/PDF/whitepaper/intel_ipsec_final.pdf.
Supported Communication Paths
Unified ICM Release 8.0(1) supports deploying IPsec in a Windows Server 2003 operating
environment to secure server-to-server communication. The support is limited to the following
list of nodes, which exchange customer-sensitive data.
1. NAM Router and CICM Router
2. Unified ICM Router Side A and Unified ICM Logger Side A (visible path)
3. Unified ICM Router Side B andUnified ICM Logger Side B (visible path)
4. Unified ICM Router Side A andUnified ICM Router Side B (private path)
5. Unified ICM Logger Side A andUnified ICM Logger Side B (private path)
6. Unified ICM Router and Unified ICM Peripheral Gateway (PG)
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Support for IPsec in Transport Mode
a.
Unified ICM Router Side A and Unified ICM PG Side A
b.
Unified ICM Router Side A andUnified ICM PG Side B
c.
Unified ICM Router Side B andUnified ICM PG Side A
d.
Unified ICM Router Side B and Unified ICM PG Side B
7. Unified ICM Router and Administrator & Data Server (Primary/Secondary) with Historical
Data Server (HDS)
a.
Unified ICM Router Side A andUnified ICM Administrator & Data Server
(Primary/Secondary) with HDS
b.
Unified ICM Router Side B and Unified ICM Administrator & Data Server
(Primary/Secondary) with HDS
8. Unified ICM Router and Unified ICM Administration Server, Real-time and Historical
Data Server, and Detail Data Server (Primary/Secondary)
a.
Unified ICM Router Side A andUnified ICM Administration Server, Real-time and
Historical Data Server, and Detail Data Server (Primary/Secondary)
b.
Unified ICM Router Side B and Unified ICM Administration Server, Real-Time and
Historical Data Server, and Detail Data Server (Primary/Secondary)
9. Unified ICM Logger and Unified ICM Administrator & Data Server (Primary/Secondary)
with HDS
a.
Unified ICM Logger Side A andUnified ICM Administrator & Data Server
(Primary/Secondary) with HDS
b.
Unified ICM Logger Side B and Unified ICM Administrator & Data Server
(Primary/Secondary) with HDS
10. Unified ICM Logger and Unified ICM Administration Server, Real-time and Historical
Data Server, and Detail Data Server (Primary/Secondary)
a.
Unified ICM Logger Side A and Unified ICM Administration Server, Real-time and
Historical Data Server, and Detail Data Server (Primary/Secondary)
b.
Unified ICM Logger Side B andUnified ICM Administration Server, Real-time and
Historical Data Server, and Detail Data Server (Primary/Secondary)
11. Unified ICM PG Side A and Unified ICM PG Side B
a.
visible path
b.
private path
12. Unified ICM PG Side A/B and Unified CM (Unified CCE)
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Support for IPsec in Transport Mode
For the preceding identified server communication paths, consider a High security level as a
general basis for planning an IPsec deployment.
See Also
Be sure to consult the Microsoft Knowledge Base article KB 810207 (http://
support.microsoft.com/kb/810207/EN-US/) for important information about changes in Windows
Server 2003 IPsec support from Windows Server 2000 support of IPsec.
Configuring IPsec Policy
Windows Server 2003 IPsec policy configuration is the translation of security requirements to
one or more IPsec policies.
Each IPsec policy consists of one or more IPsec rules. Each IPsec rule consists of the following:
• A selected filter list
• A selected filter action
• Selected authentication methods
• A selected connection type
• A selected tunnel setting
There are multiple ways to configure IPsec policies but the following is the most direct method:
Create a new policy and define the set of rules for the policy, adding filter lists and filter actions
as required. In this method, you create an IPsec policy first and then add and configure rules.
Add filter lists (specifying traffic types) and filter actions (specifying how the traffic is treated)
during rule creation.
An IPsec Security Policy must be created for each communication path and on each end (on
every server). Provide the following when creating and editing the properties of each IPsec
policy using the IP Security Policy Wizard.
1. Name
2. Description (optional)
3. Do not Activate the default response rule
4. IP Security Rule ( add Rule using the Add Wizard)
–
Tunnel Endpoint ( do not specify a tunnel)
–
Network Type: All network connections
5. IP Filter List
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Support for IPsec in Transport Mode
–
Name
–
Description (optional)
–
Add IP Filter using the Add Wizard
Description (optional)
Source address: A specific IP Address (differs based on the path)
Destination address: A specific IP Address (differs based on the path)
IP Protocol type: Any
–
Add Filter Action using the Add Wizard
Name
Description (optional)
Filter Action General Options: Negotiate security
Do not communicate with computers that do not support IPsec
IP Traffic Security: Integrity and encryption - Integrity algorithm: SHA1 - Encryption
algorithm: 3DES
–
Authentication Method: Active Directory _Kerberos V5 protocol (Default)
Note:
• X509 certificates can also be used in a production environment depending
on customer preference. With Unified ICM requiring Active Directory
in all deployment models, relying on Kerberos as the authentication
method will not require any extra security credential management. For
PG to Cisco Call Manager (CCM) connections use an X509 preshared
key.
• For enhanced security, the use of preshared key authentication is not
recommended because it is a relatively weak authentication method. In
addition, preshared keys are stored in plain text. It is recommended that
you use preshared keys only for testing. For more information, see
Preshared key authentication at http://technet.microsoft.com/en-us/
library/cc782582(WS.10).aspx
6. Key Exchange Security Method - IKE Security Algorithms (Defaults)
–
Integrity algorithm: SHA1
–
Encryption algorithm: 3DES
–
Diffie-Hellman group: Medium (DH Group 2, 1024-bit key)
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Chapter 2: IPsec and NAT Support
IPsec Connection to Unified CM
Note:
• For enhanced security, do not use Diffie-Hellman Group 1, which
provides 768 bits of keying strength. For maximum security, use Group
2048 (high), which provides 2,048 bits of keying strength. Strong
Diffie-Hellman groups combined with longer key lengths increase the
computational difficulty of determining a secret key. For more
information, see Key exchange methods at http://
technet.microsoft.com/en-us/library/cc759504(WS.10).aspx
• For information about general best practices for security, see best
practices for security at http://technet.microsoft.com/en-us/library/
dd560764(WS.10).aspx
• Using longer key lengths results in more CPU processing overhead.
IPsec Connection to Unified CM
On Unified CCE Systems, when the Unified CM is not in the same domain as the Unified ICM
system, you are unable to use Kerberos for authentication. You must use X.509 certificates.
Monitoring IPsec Activity
IPsec Monitor
IP Security Monitor (ipsecmon) can be used to monitor IPsec on a Windows Server 2003
operating system. The details about the IPsec Monitor can be found in Microsoft article KB
324269 (http://support.microsoft.com/kb/324269).
IPsec Logging
If your policies do not work correctly, you might need to enable the logging of the IPsec security
association process. This is called an Oakley log. The log is difficult to read, but it can help you
track down the location of the failure in the process. The following steps enable IPsec logging.
Step 1
Choose Start > Run.
Step 2
Type Regedt32 and click OK to get into the Registry Editor.
Step 3
Double-click HKEY_LOCAL_MACHINE.
Step 4
Navigate to System\CurrentControlSet\Services\PolicyAgent.
Step 5
Double-click Policy Agent.
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Monitoring IPsec Activity
Step 6
Right-click in the right-hand pane and choose Edit > Add Key.
Step 7
Enter Oakley as the key name (case sensitive).
Step 8
Double-click Oakley.
Step 9
Right-click in the left-hand pane and choose New > DWORD Value.
Step 10
Enter the value name EnableLogging (case sensitive).
Step 11
Double-click the value and set the DWORD to 1. Click OK.
Step 12
Go to a command prompt and type net stop policyagent & net start policyagent.
Step 13
Find the log in %windir%\debug\Oakley.log
Network Monitoring
The Network Monitor component (netmon) that ships with Windows Server 2003 can capture
frames that are sent to or from the computer on which Network Monitor is installed. For more
information, refer to Microsoft documentation at http://www.microsoft.com/resources/
documentation/windowsserv/2003/standard/proddocs/en-us/sag_netmnintro.asp
System Monitoring
The built-in Performance console (perfmon) provides the ability to monitor network activity
along with the other performance data on the system. Treat network components as another set
of hardware resources to observe as part of your normal performance-monitoring routine.
Network activity can influence the performance not only of your network components but also
of your system as a whole. Be sure to monitor other resources along with network activity, such
as disk, memory, and processor activity. System Monitor enables you to track network and
system activity using a single tool. Use the following counters as part of your normal monitoring
configuration:
Table 1: System Monitoring Counters
Cache\Data Map Hits %
Cache\Fast Reads/sec
Cache\Lazy Write Pages/sec
Logical Disk\% Disk Space
Memory\Available Bytes
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Support for NAT
Memory\Nonpaged Pool Allocs
Memory\Nonpaged Pool Bytes
Memory\Paged Pool Allocs
Memory\Paged Pool Bytes
Processor(_Total)\% Processor Time
System\Context Switches/sec
System\Processor Queue Length
Processor(_Total)\Interrupts/sec
Support for NAT
NAT is a mechanism for conserving registered IP addresses in large networks and simplifying
IP addressing management tasks. NAT translates IP addresses within private “internal” networks
to “legal” IP addresses for transport over public “external” networks (such as the Internet). NAT
also translates the incoming traffic “legal” delivery addresses to the IP addresses within the
inside network.
Release 8.0(1) continues support for deployment of IP Phones (Unified CCE) across NAT.
Cisco has also tested locating remote Peripheral (PG) servers on a NAT network remote from
the Central Controller servers (Routers and Loggers). The qualification of NAT support for PG
servers was limited to a network infrastructure implementing Cisco IP Routers with NAT
functionality.
Agent Desktops are supported in a NAT environment, except when silent monitoring is used.
Silent Monitoring is not supported under NAT; see the section on NAT and CTI OS below.
More detailed resources on how to configure NAT can be found at http://www.cisco.com/en/
US/tech/tk648/tk361/technologies_tech_note09186a0080094e77.shtml
More details on how to deploy IP Phones across NAT can be found at the following link: http:/
/cisco.com/en/US/products/sw/iosswrel/ps1834/products_feature_guides_list.html
NAT and CTI OS
CTI OS Silent Monitor does not work in a production environment when all of the servers of
the Unified CCE (Administration & Data Server, PG , CTI OS Server and Unified CM) are
located on a remote data center with a private addressing scheme and the agent/supervisor
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IPsec and NAT Transparency
desktops and hard IP phones are on the call center network that also has its own address scheme
while both networks (data center and call center) are joined together using NAT.
The two main problems that are identified in this environment are as follows:
• The CTI toolkit Agent Desktop cannot sniff any VoIP packets from the PC port on the IP
phone, because the IP address used on the packet filter is the translated address sent by Unified
CM. The problem is that the address belongs to the address scheme at the data center network
and not on the call center network space. Note that this problem is not particular to CTI OS
but also affects applications written using GED-188 directly that rely on the RTP Stated/Stop
events.
• The IP address the CTI toolkit Supervisor Desktop provides the CTI toolkit Agent Desktop
for it to forward sniffed VoIP packets is an address on the data center address space. The
CTI toolkit Supervisor Desktop obtains its IP address from the eClientIdentifyEvent sent by
CTI OS Server to the supervisor workstation when it initiates its session with CTI OS Server.
The IP address included in the event is the translated address in the data center network, not
that of the call center network.
IPsec and NAT Transparency
The IPsec NAT Transparency feature introduces support for IPsec traffic to travel through NAT
or Port Address Translation (PAT) points in the network by addressing many known
incompatibilities between NAT and IPsec. NAT Traversal (NAT-T) is a feature that is
autodetected by VPN devices. There are no configuration steps for a router running Cisco IOS
Software Release 12.2(13)T and later. If both VPN devices are NAT-T capable, then NAT-T
is autodetected and autonegotiated.
Additional IPsec References
Additional IPsec references can be found on the web at:
• IPsec Architecture - http://technet.microsoft.com/en-us/library/bb726946.aspx
• Windows Server 2003 IPsec Documentation - http://technet.microsoft.com/en-us/library/
cc779969(WS.10).aspx
• Intel PRO/100S Network Adapter, IPsec Offload Performance and Comparison - http://
www.intel.com/Assets/PDF/whitepaper/intel_ipsec_final.pdf
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Chapter 3
Applying IPsec with the Network Isolation Utility
This chapter contains the following topics:
•
•
•
•
•
•
•
•
•
•
•
•
About IPsec, page 21
Deploying IPsec Manually Versus Deploying It Via the Network Isolation Utility, page 22
About the Cisco Network Isolation Utility, page 22
An Illustration of Network Isolation Utility Deployment, page 23
How the Network Isolation Utility Works, page 23
About Encrypting Traffic, page 25
How to Deploy the Network Isolation Feature, page 26
Caveats, page 34
How to Do a Batch Deployment, page 35
How to Run the Network Isolation Utility from the Command Line, page 35
How to Monitor the Network Security, page 40
Troubleshooting the Network Isolation IPsec Policy, page 40
About IPsec
Internet Protocol Security (IPsec) is a security standard developed jointly by Microsoft, Cisco,
and many other Internet Engineering Task Force (IETF) contributors. It provides integrity
(authentication) and encryption between any two nodes, which could be endpoints or a gateways.
IPsec is application independent because it works at layer 3 of the network. This is particularly
useful for large and distributed applications like Unified ICM because it provides security
between the application nodes independent of the application.
For some introductory information on IPsec, see:
• Frequently Asked Questions (http://www.microsoft.com/technet/network/ipsec/
ipsecfaq.mspx)
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Chapter 3: Applying IPsec with the Network Isolation Utility
Deploying IPsec Manually Versus Deploying It Via the Network Isolation Utility
• Whitepaper on Internet Protocol Security for Microsoft Windows Server 2003 (http://
www.microsoft.com/downloads/
details.aspx?FamilyID=E6590330-D903-4BDD-9655-81B86DF655E4&amp;displaylang=en&displaylang=en)
Deploying IPsec Manually Versus Deploying It Via the Network Isolation Utility
The Network Isolation Utility, described in this chapter, automates much of the work you need
to do to secure a Unified ICM/Unified CCE environment using IPsec. The Network Isolation
utility deploys a preconfigured IPsec policy on Unified ICM and Unified CCE servers that
secures the entire network traffic to or from those servers. Network connectivity is restricted
to only those severs that share the same policy or are explicitly listed as exceptions. If you wish
to secure network traffic only between selected communication paths, then refer to the manual
steps described in the chapter on IPsec and NAT Support (page 11).
About the Cisco Network Isolation Utility
The Cisco Network Isolation Utility uses the Windows IPsec feature to isolate Unified ICM
devices (for example, the router, the logger, and the peripheral gateway device) from the rest
of the network. The utility creates a Network Isolation IPsec policy, which, when it is deployed,
sets Unified ICM devices as Trusted and authenticates and optionally encrypts all traffic between
Trusted Devices. Traffic between Trusted Devices continues to flow normally without any
additional configuration. All traffic to or from devices outside the Trusted Devices is denied
unless it is classified as coming from or going to a Boundary Device.
A Boundary Device is a device without an IPsec policy that is allowed access to a Trusted
Device. These devices typically include the Domain Controller, the Unified CM, default gateway
devices, CTI OS desktops, WebView clients, serviceability devices, and remote-access computers.
Each Trusted Device has its own list of Boundary Devices, which is defined either by separate
IP addresses or subnets or ports.
The Network Isolation policy uses the IPsec ESP (Encapsulating Security Payload) protocol
for integrity and encryption. The cipher suite deployed is as follows:
• IP Traffic Security:
– Integrity algorithm: SHA1
– Encryption algorithm: 3DES
• Key Exchange Security:
– Integrity algorithm: SHA1
– Encryption algorithm: 3DES (optional)
– Diffie-Hellman group: High (2048-bit key)
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Chapter 3: Applying IPsec with the Network Isolation Utility
An Illustration of Network Isolation Utility Deployment
An Illustration of Network Isolation Utility Deployment
Figure 1: Example Network Isolation Deployment
How the Network Isolation Utility Works
To understand the Network Isolation Utility design and how it works, make sure you understand
the following:
• IPsec Terminology (page 23)
• The Network Isolation Utility Process (page 24)
IPsec Terminology
The following list provides information about IPsec terminology:
• Policy
An IPsec policy is a collection of one or more rules that determine IPsec behavior. In Windows
Server 2003, multiple policies can be created but only one policy can be assigned (active) at
a time.
• Rules
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How the Network Isolation Utility Works
Each rule is made up of a FilterList, FilterAction, Authentication Method, TunnelSetting,
and ConnectionType.
• Filter List
A set of filters that match IP packets based on source and destination IP address, protocol,
and port.
• Filter Action
A filter action, identified by a Filter List, defines the security requirements for the data
transmission.
• Authentication Method
An authentication method defines the requirements for how identities are verified in
communications to which the associated rule applies.
For fuller definitions of Microsoft Windows IPsec terminology, see Overview of IPsec Policy
Concepts (http://www.microsoft.com/technet/security/guidance/architectureanddesign/ipsec/
ipsecapa.mspx).
The Network Isolation Utility Process
The Network Isolation Utility must be run separately on each Trusted Device. Do not run the
utility on Boundary Devices.
To allow traffic to or from Boundary Devices, the Boundary Devices list on each Trusted Device
must be configured manually.
After the Network Isolation IPsec policy is deployed on a device, that device is set as Trusted
and traffic flows freely between it and any other Trusted Device without any additional
configuration.
When run, the Network Isolation Utility does the following:
1. Removes any IPsec policies that are already on that computer. This is to avoid conflicts
so the new policy matches on all Unified ICM devices for a successful deployment.
2. Creates a Cisco Unified Contact Center (Network Isolation) IPSec policy in the Windows
IPsec policy store.
3. Creates the following two rules for the policy:
a.
Trusted Devices Rule This rule involves the following items:
Trusted Devices Filter List: all traffic. One filter that matches all traffic.
Trusted Devices Filter Action: Require security. Authenticate using the integrity
algorithm SHA1 and optionally encrypt using encryption algorithm 3DES.
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About Encrypting Traffic
Authentication Method: The authentication method used to create trust between
computers is a Preshared Key.
The Preshared Key can be a string of words, numbers, or characters except the double
quote symbol. The minimum length for this key is 36 characters.
b.
Boundary Devices Rule The Boundary Devices Rule involves the following two
items:
Boundary Devices Filter List: (empty by default)
Boundary Devices Filter Action: Permit traffic without IPsec policy. Boundary
Devices do not require IPsec to communicate with Trusted Devices.
4. The Network Isolation Utility stores a copy of the Cisco Unified Contact Center IPsec
policy in an XML file located in Network Isolation utility folder:<system
drive>:\CiscoUtils\NetworkIsolation\CiscoICMIPsecConfig.XML
The XML files stores the policy state and the Boundary Device list. It does not store the
preshared key.
5. The Network Isolation Utility Logs all commands and actions in a log file at:
<SystemDrive>:\CiscoUtils\NetworkIsolation\Logs\CiscoICMNetworkIsolation.
log
The utility keeps one copy of the log file and appends all commands and actions to any
previously created logs.
About Encrypting Traffic
The Network Isolation policy allows only those computers that have the same preshared key to
interact. However, if encryption is not enabled, then, although an outside hacker cannot access
a trusted computer, the hacker might be able to see the traffic coming and going from that
computer. Therefore, you can also encrypt that traffic if you want to.
Note:
• You cannot encrypt traffic to one Trusted Device alone. You must encrypt traffic on either
all Trusted Devices or none. The reason is that if only one computer has encrypted traffic,
then none of the other Trusted Devices will understand it.
• Cisco strongly recommends the use of encryption offload network interface cards when IPsec
is enabled with encryption so that performance is not impacted by the encryption software.
See IPsec and NAT Support (page 11) for more details.
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How to Deploy the Network Isolation Feature
How to Deploy the Network Isolation Feature
Be aware of the following when designing your deployment plan for the Network Isolation
feature:
• Important Deployment Tips (page 26)
• Sample Deployment (page 26)
• Devices That Must Communicate with One Another (page 31)
• Typical Boundary Devices (page 33)
Important Deployment Tips
No configuration is needed on Boundary Devices. All the configuration is done on Trusted
Devices. The Network Isolation Utility configures Trusted Devices to interact with other Trusted
Devices and with Boundary Devices. Because the network isolation feature is applied on one
device at a time, and because this feature instantly limits communication with other devices
after it is applied, you need to carefully plan how to deploy this feature before using it or you
could accidentally stop your network from working. It is advisable to write a deployment plan
before you implement the Network Isolation feature. Deploy this feature therefore only during
a maintenance window and review the Caveats (page 34) before writing your deployment plan.
Sample Deployment
The following is one sample deployment. Phase one of the deployment is to deploy the policy
on the CallRouter, Logger, and Administration & Data Server and to put the Peripheral Gateway
(PG) subnets in the CallRouter’s Boundary Devices list. Phase two of the deployment is to
remove the PGs from the CallRouter’s Boundary Device list simultaneously as the policy is
deployed on the PGs.
1. Start with a fully functional Unified ICM or Unified CCE system that has no IPsec policy
deployment.
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How to Deploy the Network Isolation Feature
Figure 2: Example Contact Center Enterprise System
2. Set the CallRouter, the Logger, and the Administration & Data Server as Trusted Devices
by running the Network Isolation Utility on each of them.
Figure 3: Example Phase 1 - Step 1 IPSec Deployment
This process leaves the Trusted Devices as network isolated.
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How to Deploy the Network Isolation Feature
Figure 4: Example Tusted Device Isolation
3. Add the infrastructure servers and clients as Boundary Devices.
Figure 5: Example Phase 1 - Step 2 IPSec Deployment
4. Put the Peripheral Gateway (PG) subnets in the CallRouter’s Boundary Devices list.
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How to Deploy the Network Isolation Feature
Figure 6: Example Phase 1 - Step 3 IPSec Deployment
5. Then set the PGs as Trusted Devices and simultaneously remove them from the CallRouter
Boundary list.
Note: After the policy is deployed on a PG, that PG is a Trusted Device. Therefore, it is
imperative that the PG be removed from the Router Boundary Device list because a
communication path (in this case, between the router and the PG) cannot be set as both
Trusted and Boundary.
Figure 7: Example Phase 2 - Step 1 IPSec Deployment
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How to Deploy the Network Isolation Feature
6. Add Unified CM or ACD server, the DNS, and the agent desktops as Boundary Devices
on both PGs.
Figure 8: Example Phase 2 - Step 2 IPSec Deployment
When you are finished, all Unified ICM Trusted Devices will communicate only with
each other and their respective Boundary Devices (the domain controller, the DNS, the
Unified CM, and so on). Any network attack from outside will not reach the Trusted
Devices, unless it is routed through the Boundary Devices.
Figure 9: Example IPSec Deployment - Overall Design
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How to Deploy the Network Isolation Feature
Devices That Must Communicate with One Another
Each device in the following list must be able to have two-way communication with each device
in its sublist. These devices can be set as either Trusted or Boundary Devices:
• CallRouter
– CallRouter (on the other side in a duplex system)
– Logger
– Administration & Data Server/Historical Database Server
– NAM Router
– Peripheral Gateway (on both sides in a duplex system)
– Application Gateway
– Database Server
– Network Gateway
• Logger
– Historical Database Server/Administration & Data Server
– CallRouter
– Campaign Manager
– Dialer
• Peripheral Gateway
– Multichannel/Multimedia Server
– CallRouter (on both sides in a duplex system)
– Peripheral Gateway (on the other side in a duplex system)
– Unified CM
– Administration & Data Server legacy PIMS/switches
• CTI OS Server and CTI OS Clients
– CTI OS Server (on the other side in a duplex system)
– Peripheral Gateway
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– CTI OS Agent desktops
– Cisco Agent Desktop
– All CTI Clients
• Silent Monitor Server
– CTI OS Server (on the other side in a duplex system)
– Peripheral Gateway
– CTI OS Agent desktops
– Cisco Agent Desktop
– All CTI Clients
• Administration & Data Server/Historical Database Server
– Multichannel/Multimedia Server
– Router
– Logger
– WebView Server
– Custom Application Server
– CON API Clients
– Internet Script Editor Clients/Webskilling
– 3rd Party Clients/SQL party
• Administration Server, Real-time and Historical Data Server, and Detail Data Server
(AW-HDS-DDS)
– Multichannel/Multimedia Server
– Router
– Logger
– WebView Server
– Custom Application Server
– Internet Script Editor Clients/Webskilling
– Third-Party Clients/SOL party
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• WebView Server
– Administration & Data Server/Historical Database Server
– Clients
– 3rd Party Software Server
– Open Software Server
Typical Boundary Devices
The following is a list of Boundary Devices that you will typically need to allow normal
functioning of a Unified ICM system:
• Domain Controllers for RTR, LGR, Administration & Data Server or HDS, and PGs
Configuration Example:
Boundary Device: Domain Controller IP Address
Traffic Direction: Outbound
Protocol: Any
Port: Not Applicable
• DNS, WINS, Default Gateway
• Remote Access or Remote Management for every Trusted Device (VNC, pcAnywhere,
Remote Desktop Connection, SNMP)
Configuration Example for VNC:
Boundary Device: Any host
Traffic Direction: Inbound
Protocol: TCP
Port: 5900
• Communications Manager Cluster for PGs
Configuration Example:
Boundary Device: A specific IP Address (or Subnet)
Traffic Direction: Outbound
Protocol: TCP
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Caveats
Port: All ports
• Agent Desktops
Configuration Example for CTI OS Server:
Boundary Device: A Subnet
Traffic Direction: Inbound
Protocol: TCP
Port: 42028
• WebView Clients
Configuration Example for WebView Server:
Boundary Device: A Subnet
Traffic Direction: Inbound
Protocol: TCP
Port: 80 and 443
Caveats
You must carefully plan deployments so that the policy is applied to all machines at the same
time. Otherwise, you can accidentally isolate a device.
• Important: Enabling the policy remotely will block remote access unless a provision is made
in the Boundary Device list for remote access. You must add a Boundary Device for remote
access before enabling the policy remotely.
• Important: You must add all domain controllers as Boundary Devices or your domain login
will fail and your Unified ICM services will also fail to start or you may see delayed login
times. This list of domain controllers should include all domains in which the Unified ICM
application is installed as well as all domains in which Web Setup tool, configuration and
Webview users and supervisors exist.
• Adding a new device as Boundary Device (for example, a new Domain Controller) requires
a change to the policy on all Trusted Devices that need access to this new device without
IPsec.
• A change in the Preshared Key must be invoked on all Trusted Devices.
• If you enable encryption on only one Trusted Device, that device will not be able to
communicate with the other Trusted Devices because its network traffic will be encrypted.
Enable encryption on all or none of the Trusted Devices.
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How to Do a Batch Deployment
• Avoid the use the Windows IPsec policy MMC plug-in to make any changes to the IPsec
policy. The Network Isolation Utility maintains its own copy of the policy, and, whenever
executed, the utility reverts to its last saved configuration, ignoring any changes made outside
the utility (or the Security Wizard).
• While the Network Isolation Utility does not interfere with applications that run on the
network, run it only during the application maintenance window because it can potentially
disrupt connectivity when you are setting up the network security.
• If your network is behind a firewall, then you must configure the firewall to:
– Allow IP protocol number 50, which is the ESP (Encapsulating Security Protocol).
– Allow UDP source and destination traffic on port 500 for the IKE protocol.
• If you are using the NAT protocol, you must configure the firewall to forward traffic on UDP
source and destination port 4500 for UDP-ESP encapsulation.
• Any changes made to the application port usage, such as a web server port, must also be
reflected in the policy.
• Deploy the Network Isolation Policy after the Unified ICM or the Unified Contact Center
application is configured and confirmed to be working.
How to Do a Batch Deployment
You can use the following XML file to help speed up deployment when a common set of
Boundary Devices must be added to all Trusted Devices:
<system drive>:\CiscoUtils\NetworkIsolation\CiscoICMIPsecConfig.XML
This XML file contains the list of Boundary Devices and policy state, on one Trusted Device.
You can use this to replicate the policy on other Trusted Devices.
For example, when setting up your PGs as Trusted Devices, you may first want to complete
configuring one Unified ICM PG. Next, you can copy the XML file from that configured PG
to the rest of your Unified ICM PGs, and then run the Isolation Utility (or the Security Wizard)
on the other PGs to replicate the same Boundary Device list on all your PGs.
How to Run the Network Isolation Utility from the Command Line
You can run the Network Isolation Utility either from the command line or from the Unified
Contact Center Security Wizard.
Note: It is recommended that you use the Security Wizard for initial policy creation or
modification. You can use the command line for batch deployment.
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How to Run the Network Isolation Utility from the Command Line
To run the utility from the command line, go to the C:\CiscoUtils\NetworkIsolation directory,
where the utility is located, and run it from there:
C:\CiscoUtils\NetworkIsolation>
The following is the command-line syntax for enabling the policy on Trusted Devices:
cscript ICMNetworkIsolation.vbe <arguments>
Note: You must use cscript to invoke the script.
You can add Boundary Devices with multiple filters. You can filter them by:
• IP Address: Individual IP addresses or by an entire subnet of devices
• Dynamically detected devices: DNS, WINS, DHCP, Default Gateway
Windows dynamically detects the IP address of these devices and keeps the filter list updated
• Direction of traffic: inbound or outbound
• Protocol: TCP, UDP, ICMP, or any protocol
• Port (only if TCP or UDP is selected): a specific port or all ports
In the syntax:
• angle brackets < > = required
• square brackets [ ] = optional
• pipe or bar | = any one of the items between the bars
The following table lists the command syntax for all uses of the command.
Table 2: The Network Isolation Utility Command Syntax for Each Argument
Argument Name
Syntax and Example
Function
HELP
cscript ICMNetworkIsolation.vbe /?
Displays the syntax for the command.
ENABLE POLICY cscript ICMNetworkIsolation.vbe /enablePolicy Creates a new policy or enables an existing one
<36+ characters PreSharedKey in double quotes> from the stored policy XML file.
[/encrypt]
Optionally enables encryption of the network
Note: The only non-supported character for use traffic data.
in the PresharedKey is double quotes because that
character marks the beginning and end of the key. Creates a new policy in Windows IPsec policy
You can enter any other character within the key. store and adds all Boundary Devices listed in
the XML file. If the XML file does not exist,
For example:
then it creates a new XML file. The /encrypt
option overrides the value set in the XML file.
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Argument Name
Syntax and Example
Function
cscript ICMNetworkIsolation.vbe /
enablePolicy
“myspecialpresharedkey123456789mnbvcx”
Note: The add, remove, and delete arguments make a backup of the XML file and name it xml.lastconfig before carrying
out their function.
ADD BOUNDARY cscript ICMNetworkIsolation.vbe /addBoundary Adds to the Boundary Device list the type of
DNS|WINS|DHCP|GATEWAY
device specified.
For example:
The type can be specified as DNS, WINS,
DHCP, or GATEWAY.
cscript ICMNetworkIsolation.vbe /
addBoundary DNS
The utility recognizes DNS, WINS, DHCP, and
GATEWAY as the Domain Name System
This example adds the DNS server to the Boundary (DNS) device, the Windows Internet Name
Device list.
Service (WINS) device, the Dynamic Host
Configuration Protocol (DHCP) device, and the
default Gateway (GATEWAY) device
respectively.
The Windows operating system dynamically
detects a change in IP address for each of the
preceding types of devices and dynamically
updates the Boundary filter list accordingly.
cscript ICMNetworkIsolation.vbe
/addAnyHostBoundary <Outbound|Inbound>
<TCP|UDP> <PortNumber>
Adds to the Boundary Device list any device
that matches the following criteria:
• One of the specified traffic directions
(outbound or inbound).
For example:
cscript ICMNetworkIsolation.vbe /
addAnyHostBoundary Inbound TCP 5900
This example allows VNC access from all
machines.
• One of the specified protocols Transmission
Control Protocol (TCP) or User Datagram
Protocol (UDP).
• The specified port.
cscript ICMNetworkIsolation.vbe
/addIPAddrBoundary <IP address>
<Outbound|Inbound> <TCP|UDP|ICMP|Any>
[All|PortNumber]
Adds to the Boundary Device list the IP address
of a device that has the following configuration:
For example:
• (required) One of the specified traffic
directions (outbound or inbound).
cscript ICMNetworkIsolation.vbe /
addIPAddrBoundary 10.86.121.160
Outbound Any
This example allows all outbound traffic to a
device with the specified IP address.
• (required) The specified IP address.
• (required) One of the specified protocols
(required): Transmission Control Protocol
(TCP), User Datagram Protocol (UDP),
Internet Control Message Protocol (ICMP),
or any protocol.
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How to Run the Network Isolation Utility from the Command Line
Argument Name
Syntax and Example
Function
• (optional) any port or a specified port if the
selected protocol is TCP or UDP.
cscript ICMNetworkIsolation.vbe
/addSubnetBoundary <StartingIP address>
<Subnet Mask> <Outbound|Inbound>
<TCP|UDP|ICMP|Any> [All|PortNumber]
Adds to the Boundary Device list the subnet
that has the following configuration:
• (required) The starting IP address of the
following specified range.
For example:
cscript ICMNetworkIsolation.vbe /
addSubnetBoundary
10.86.0.0.255.255.0.0 Inbound TCP
42028
• (required) The specified subnet mask (a range
of logical addresses within an address space).
• (required) One of the specified traffic
directions (outbound or inbound).
This example allows a CTI OS Server to listen for • (required) One of the specified protocols
Transmission Control Protocol (TCP), User
agent desktops on the 10.86.x.x network.
Datagram Protocol (UDP), Internet Control
Message Protocol (ICMP), or any protocol.
• (optional) any port or a specified port if TCP
or UDP is selected as the protocol.
REMOVE
BOUNDARY
cscript ICMNetworkIsolation.vbe
Removes from the Boundary Device list the
/removeBoundary DNS|WINS|DHCP|GATEWAY type of device specified.
For example:
cscript ICMNetworkIsolation.vbe /
removeBoundary GATEWAY
The type can be specified as DNS, WINS,
DHCP, or GATEWAY.
The utility recognizes DNS, WINS, DHCP, and
GATEWAY as the Domain Name System
(DNS) device, the Windows Internet Name
Service (WINS) device, the Dynamic Host
Configuration Protocol (DHCP) device, and the
default Gateway (GATEWAY) device
respectively.
The Windows operating system dynamically
detects a change in IP address for each of the
preceding types of devices and dynamically
updates the Boundary filter list accordingly.
cscript ICMNetworkIsolation.vbe
Removes from the Boundary Device list any
/removeAnyHostBoundary <Outbound|Inbound> host device at the specified IP address that
<TCP|UDP> <PortNumber>
matches the following criteria:
For example:
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• One of the specified traffic directions
(outbound or inbound).
Chapter 3: Applying IPsec with the Network Isolation Utility
How to Run the Network Isolation Utility from the Command Line
Argument Name
Syntax and Example
Function
cscript ICMNetworkIsolation.vbe /
removeAnyHostBoundary Inbound TCP
5900
• One of the specified protocols (TCP or UDP).
cscript ICMNetworkIsolation.vbe
/removeIPAddrBoundary <IP address>
<Outbound|Inbound> <TCP|UDP|ICMP|Any>
[All|PortNumber]
Removes from the Boundary Device list the
device at the specified IP address that has the
following configuration:
• The specified port number for internet traffic.
• (required) The specified IP address.
For example:
cscript ICMNetworkIsolation.vbe /
removeIPAddrBoundary 10.86.121.160
Outbound Any
(required) One of the specified traffic
directions (outbound or inbound).
• (required) One of the specified protocols
(TCP, UDP, ICMP, or any protocol).
• (optional) any port or a specified port if TCP
or UDP is the specified protocol.
cscript ICMNetworkIsolation.vbe
/removeSubnetBoundary <StartingIP address>
<Subnet Mask> <Outbound|Inbound>
<TCP|UDP|ICMP|Any> [All|PortNumber]
Removes from the Boundary Device list all the
devices at the specified IP address that have the
following configuration:
• (required) The starting IP address of the
following specified range.
For example:
cscript ICMNetworkIsolation.vbe /
removeSubnetBoundary
10.86.0.0.255.255.0.0 Inbound Any
• (required) The specified subnet mask.
• (required) One of the specified traffic
directions (outbound or inbound).
• (required) One of the specified protocols
(TCP, UDP, ICMP, or any protocol).
• (optional) a port or a specified port.
DISABLE POLICY cscript ICMNetworkIsolation.vbe /
disablePolicy
Disables the Unified ICM Network Isolation
IPsec policy on the computer. However, the
policy is not deleted and it can be re-enabled.
This option is helpful when troubleshooting
network problems.
If you are having a network connectivity
problem with your contact center application,
and you do not know what is causing the
problem, you might want to disable the policy
to help you clarify the source of your problem.
If you are still having the problem with the
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How to Monitor the Network Security
Argument Name
Syntax and Example
Function
policy disabled, then the policy is not the cause
of your problem.
DELETE POLICY cscript ICMNetworkIsolation.vbe /
deletePolicy
Deletes the Unified ICM Network Isolation
Security policy from the Windows IPsec policy
store and renames the XML file to
CiscoICMIPsecConfig.xml.lastconfig.
How to Monitor the Network Security
Use IP Security Monitor (ipsecmon) to monitor IPsec on a Windows device 2003 operating
system. Details on the use of IPsec Monitor can be found in the article KB 324269 (http://
support.microsoft.com/kb/324269)
Troubleshooting the Network Isolation IPsec Policy
Following are the steps to troubleshoot the Network Isolation IPsec policy:
1. Disable the policy and confirm whether the network problem you experienced still exists.
Shutting down the policy might not be an option on a highly distributed system. So, it is
very important that the policy is deployed after the Unified ICM application is completely
configured and tested.
2. Check whether an IP address or port specified in the Boundary Device list was modified
after the policy was deployed.
3. Check whether a communication path is set as Trusted and Boundary.
An overlap of both will cause communication to fail.
4. Confirm by looking in the <system
drive>:\CiscoUtils\NetworkIsolation\CiscoICMIPsecConfig.XML file whether the required
Boundary Devices are listed as Boundary Devices. Preferably, use the Security Wizard
(see Applying Security with the Cisco Unified Contact Center Security Wizard (page 75))
to check the Boundary Devices.
5. Changes made to the IPsec policy directly from the Windows MMC console are not
reflected in the utility (or in the Security Wizard) .
The Enable Policy option will always overwrite the IPsec policy store with the configuration
stored in the XML file.
6. Check for the caveats listed in Caveats (page 34).
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Chapter 4
Windows Server 2003 and Windows Server 2008
R2 Firewall Configuration
Windows Server 2003 SP2+ and Windows Server 2008 R2 include Windows Firewall. Windows
Firewall is a stateful host firewall that drops all unsolicited incoming traffic; that is to say, traffic
that is not sent in response to a request of the computer (solicited traffic), or traffic that has not
been specified as allowed (excepted traffic). This behavior of Windows Firewall provides a
level of protection from malicious users and programs that use unsolicited incoming traffic to
attack computers.
Note: Unless otherwise noted, the instructions in this chapter pertain to both Windows Server
2003 SP2+ and Windows Server 2008 R2 SP1+.
More information can be found in the Microsoft Windows Firewall Operations Guide (http:/
/technet.microsoft.com/en-us/library/cc739696(WS.10).aspx).
If you are using IPsec, consult the following Microsoft TechNet article on Managing IPSec
and Multicast Settings (http://technet.microsoft.com/en-us/library/cc779589(WS.10).aspx).
Note: Windows Firewall is disabled by default on systems that have been upgraded to SP1.
Systems that have a new installation of Windows Server 2003 that already include SP2 (known
as a slipstream installation) and Windows Server 2008 R2 have Windows Firewall enabled by
default.
You may enable Windows Firewall on your Unified ICM/Unified CCE Servers; however, you
must ensure that all required ports are open so that the Unified ICM/Unified CCE components
installed on the server can function properly.
Cisco provides a utility to automatically allow all traffic from Unified ICM/Unified CCE
applications on a Windows Server 2003 SP2, Windows Server 2003 R2, and Windows Server
2008 R2. Additionally, the utility can open ports for common third-party applications used in
the Unified ICM/Unified CCE environment. The script reads the list of ports in the file
%SYSTEMDRIVE%\CiscoUtils\FirewallConfig\CiscoICMfwConfig_exc.xml and
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Cisco Firewall Configuration Utility Prerequisites
uses the directive contained therein to modify the firewall settings. See below for more
information on the CiscoICMfwConfig_exc.xml file.
The utility allows all traffic from Unified ICM/ Unified CCE applications by adding the relevant
applications to the list of excepted programs and services. When the excepted application runs,
Windows Firewall monitors the ports on which the program listens and automatically adds those
ports to the list of excepted traffic.
The script can allow traffic from the third-party applications by adding the application port
number to the list of excepted traffic. However, you must edit the CiscoICMfwConfig_exc.
xml file to enable these ports.
Ports/Services enabled by default:
• 80/TCP and 443/TCP - HTTP/HTTPS (when IIS or TomCat (for Web Setup) is installed)
• Microsoft Remote Desktop
• File and Print Sharing Exception (refer to the Microsoft technet article Enable or disable
the File and Printer Sharing exception (http://technet.microsoft.com/en-us/library/
cc728347(WS.10).aspx)).
Optional ports you can open:
• 5900/TCP - VNC
• 5800/TCP - Java Viewer
• 21800/TCP - Tridia VNC Pro (encrypted remote control)
• 5631/TCP and 5632/UDP - pcAnywhere
Note: The XML file may be configured to add port based exceptions outside of this list.
This chapter contains the following topics:
•
•
•
•
Cisco Firewall Configuration Utility Prerequisites, page 42
Using the Cisco Firewall Configuration Utility, page 43
Verifying New Windows Firewall Settings, page 43
Configuring Windows Server 2003 Firewall to Communicate with Active Directory, page
44
• Understanding the CiscoICMfwConfig_exc.xml File, page 47
• Troubleshooting Windows Firewall, page 48
Cisco Firewall Configuration Utility Prerequisites
The following must be installed before using the Firewall configuration utility:
1. Windows Server 2003 Service Pack 2 or Windows Server 2008 R2 SP1+
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Cisco Firewall Configuration Utility Prerequisites
2. Unified ICM/CCE Version 8.0(1) components
Note: Any subsequent installation of any new component to the Application installation will
require reconfiguring the Windows Firewall. This involves removing the configuration previously
applied and rerunning the Windows firewall configuration utility.
Using the Cisco Firewall Configuration Utility
You can run the Cisco Firewall Configuration Utility either from the command line or from the
Unified Contact Center Security Wizard. For instructions on how to run the utility from the
Security Wizard, see Applying Security with the Cisco Unified Contact Center Security Wizard
(page 75).
Warning: If you attempt to run this utility from a remote session, such as VNC, you may
be “locked out” after the firewall starts. If possible, perform any firewall-related work at
the computer because network connectivity may be severed for some remote applications.
Use the Cisco Firewall Configuration Utility on each server running a Unified ICM component.
To use the utility:
Step 1
Stop all application services.
Step 2
From a command prompt, on Windows Server 2003 run cscript
%SYSTEMDRIVE%\CiscoUtils\FirewallConfig\CiscoICMfwConfig.vbe, or on Windows
Server 2008 R2 run %SYSTEMDRIVE%\CiscoUtils\FirewallConfig\ConfigFirewall.bat.
Step 3
If this is the first time the script has run, then it will run register.bat for Windows Server
2003 or configfirewall.bat for Windows Server 2008 R2, and will ask you to rerun the
application using the same command as above. Rerun the script as if instructed to do so.
Note: When using a Windows Server 2003 system, if you subsequently rerun the script and it
says that it is (again) running for the first time, and to (again) rerun the script, then manually
run the register.bat file from the command line.
Step 4
A confirmation dialog box appears. Click OK.
The script verifies the Windows Firewall service is installed, then starts it if it is not running.
It then updates the firewall with the ports and services specified in the file
%SYSTEMDRIVE%\CiscoUtils\FirewallConfig\CiscoICMfwConfig_exc.xml
Step 5
Reboot the server.
Verifying New Windows Firewall Settings
You can verify that the Unified ICM components and ports have been added to the Windows
Firewall exception list by following these steps:
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Chapter 4: Windows Server 2003 and Windows Server 2008 R2 Firewall Configuration
Configuring Windows Server 2003 Firewall to Communicate with Active Directory
Step 1
Choose Start > Settings > Control Panel > Windows Firewall when using Windows Server
2003, or select Administrative Tools > Windows Firewall with Advanced Security when
using Windows Server 2008 R2.
The Windows Firewall dialog box appears.
Step 2
Click the Exceptions tab of the Windows Firewall dialog box for Windows Server 2003, or
select the Inbound and Outbound Rules tab of the Windows Firewall dialog box for Windows
Server 2008 R2.
Step 3
Scroll through the list of excepted applications. Several Unified ICM executables now appear
on the list as well as any ports or services defined in the configuration file.
Configuring Windows Server 2003 Firewall to Communicate with Active Directory
You need to open up the ports used by domain controllers (DCs) for communication via LDAP
and other protocols to ensure Active Directory is able to communicate through a firewall.
Be sure to consult the Microsoft Knowledge Base (KB) KB179442 ( (http://
support.microsoft.com/kb/179442/en-us) for important information about configuring firewall
for Domains and Trusts.
To establish secure communications between DCs and Unified ICM Services you need to define
the following ports for outbound and inbound exceptions on the firewall:
• Ports that are already defined
• Variable ports (high ports) for use with Remote Procedure Calls (RPC)
Configuring Domain Controller Ports
The following port definitions must be defined on all DCs within the demilitarized zone (DMZ)
that might be replicating to external DCs. It is important that you define the ports on all DCs
in the domain.
Restrict FRS Traffic to a Specific Static Port
Be sure to consult the Microsoft Knowledge Base (KB) KB319553 (http://support.microsoft.com/
kb/319553/en-us) for more information about restricting File Replication Service (FRS) traffic
to a specific static port.
Step 1
Start Registry Editor (regedit.exe).
Step 2
Locate and then click the following key in the registry:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NTFRS\Parameters
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Chapter 4: Windows Server 2003 and Windows Server 2008 R2 Firewall Configuration
Configuring Windows Server 2003 Firewall to Communicate with Active Directory
Step 3
Add the following registry values:
• New: Reg_DWORD
• Name: RPC TCP/IP Port Assignment
• Value: 10000 (decimal)
Restrict Active Directory Replication Traffic to a Specific Port
Be sure to consult the Microsoft Knowledge Base (KB) KB224196 (http://support.microsoft.com/
kb/224196/en-us) for more information about restricting Active Directory replication traffic to
a specific port.
Step 1
Start Registry Editor (regedit.exe).
Step 2
Locate and then click the following key in the registry:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NTDS\Parameters
Step 3
Add the following registry values:
• New: Reg_DWORD
• Name: RPC TCP/IP Port
• Value: 10001 (decimal)
Configure Remote Procedure Call (RPC) Port Allocation
Be sure to consult the Microsoft Knowledge Base (KB) KB154596 (http://support.microsoft.com/
kb/154596/en-us ) for more information about configuring RPC port allocation.
Step 1
Start Registry Editor (regedit.exe).
Step 2
Locate and then click the following key in the registry:
HKEY_LOCAL_MACHINE\Software\Microsoft\Rpc
Step 3
Add the Internet key.
Step 4
Add the following registry values:
• Ports: MULTI_SZ: 10002-10200
• PortsInternetAvailable: REG_SZ : Y
• UseInternetPorts: REG_SZ : Y
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Chapter 4: Windows Server 2003 and Windows Server 2008 R2 Firewall Configuration
Configuring Windows Server 2003 Firewall to Communicate with Active Directory
Windows Server 2000 and 2003 Firewall Ports
Be sure to consult the Microsoft Knowledge Base (KB) KB179442 (http://support.microsoft.com/
kb/179442/en-us ) for a detailed description of the ports that are used to configure a firewall for
domains and trusts.
Table 3: Windows Server 2000 and 2003 Firewall Ports
Server Port
Protocol
Protocol
Service
135
TCP
RPC
RPC Connector Helper
(machines connect to
determine which high port to
use)
137
TCP
UDP
NetBIOS Name
UDP
NetBIOS NetLogon and
Browsing
138
139
NetBIOS Session
123
UDP
389
TCP
636
TCP
NTP
LDAP
UDP
LDAP SSL
3268
LDAP GC
3269
LDAP GC SSL
42
Wins Replication
53
TCP
UDP
DNS
88
TCP
UDP
Kerberos
445
TCP
UDP
SMB over IP (Microsoft-DS)
10000
TCP
RPC NTFRS
10001
TCP
RPC NTDS
10002 - 10200
TCP
RPC - Dynamic High Open
Ports
ICMP
Testing Connectivity
To test connectivity and show the FRS configuration in Active Directory, use the Ntfrsult tool.
Step 1
From the command line, run the Windows File Replication utility: Ntfrsutl version
<server_name>.
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Chapter 4: Windows Server 2003 and Windows Server 2008 R2 Firewall Configuration
Understanding the CiscoICMfwConfig_exc.xml File
When communications between the domain controllers are configured properly, the Ntfrsutl
output shows the FRS configuration in Active Directory.
Validating Connectivity
To validate connectivity between the domain controllers, use the Portqry tool.
Visit the following Microsoft Web site to obtain the Portqry tool:
http://download.microsoft.com/download/3/f/4/3f4c6a54-65f0-4164-bdec-a3411ba24d3a/PortQryUI.exe
(http://download.microsoft.com/download/3/f/4/3f4c6a54-65f0-4164-bdec-a3411ba24d3a/
PortQryUIexe).
Step 1
Download the PortQryUI.exe and run the tool.
Step 2
Select the destination CD or PDC.
Step 3
Select Domains and Trusts.
Step 4
Use the response from PortQry to verify the ports are open.
Be sure to consult the Microsoft Knowledge Base (KB) KB832919 (http://support.microsoft.com/
kb/832919/en-us ) for more information about PortQry features and functionality.
Understanding the CiscoICMfwConfig_exc.xml File
The CiscoICMfwConfig_exc.xml file is a standard XML file that contains the list of applications,
services, and ports that the Cisco Firewall Script uses to modify the Windows Firewall so that
the firewall works properly in the Unified ICM/Unified CCE environment.
The file consists of three main parts:
• Services—The services that are allowed access through the firewall.
• Ports—The ports that the firewall should open.
This is conditional depending on the installation of IIS in the case of TCP/80 and TCP/443.
• Applications—The applications that are not allowed access through the firewall.
The script automatically excludes all of the applications listed in the
CiscoICMfwConfig_exc.xml file.
Note: The behavior of the Applications section is opposite to that of the other two sections
in the file. The Ports and Services sections allow access, whereas the Application section
denies access.
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Chapter 4: Windows Server 2003 and Windows Server 2008 R2 Firewall Configuration
Troubleshooting Windows Firewall
You can manually add additional services or ports to the CiscoICMfwConfig_exc.xml file and
rerun the script to reconfigure Windows Firewall; for example, if you wanted to allow your
Jaguar server connections from port 9000 (CORBA), then you could add a line within the
<Ports> part of the file to open port 9000 on the Windows Firewall:
<Port Number="9000" Protocol="TCP" Name="CORBA" />.
Note: This would only be needed if remote Jaguar administration is required. In most cases this
is not needed.
On Windows Server 2003, you could also use the standard Windows Firewall mechanism to
add or deny the ports or applications by clicking the Exceptions tab of the Windows Firewall
Control Panel Applet and clicking Add Port or Add Program. On Windows Server 2008 R2,
you could use Windows Firewall with Advanced Security to add or deny the ports or
applications.
Some commonly used ports are listed in the file; however they are commented out. In XML,
comments (ignored code) are surrounded by the <!-- and --> tags respectively. Anything within
those tags is ignored. You can easily enable one of the commonly used ports by cutting it out
of the commented section and pasting it after the closing comment tag (-->), but before the
</Ports> tag.
Troubleshooting Windows Firewall
The following notes and tasks can aid you if you have trouble with Windows Firewall.
Windows Server 2003 General Troubleshooting Notes
Some general troubleshooting notes for Windows Firewall:
1. Running the CiscoICMfwConfig application for the first time requires that it be run twice
to allow for the registration of FirewallLib.dll. In some cases, a time lapse is needed for
the registration to complete, especially on a slower system.
2. If the registration fails, it is possible the .NET framework is not installed correctly. Verify
the following path and files exist:
%windir%\Microsoft.NET\Framework\v1.1.4322\regasm.exe
%windir%\Microsoft.NET\Framework\v1.1.4322\gacutil.exe
3. Change %SYSTEMDRIVE%\CiscoUtils\FirewallConfig\Register.bat as needed
to meet the environment.
Windows Firewall Interferes with Router Private Interface Communication
Indication: The MDS fails to connect from the Side-A router to Side-B router on the private
interface IP Addresses (Isolated) only when the Windows Firewall is enabled.
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Chapter 4: Windows Server 2003 and Windows Server 2008 R2 Firewall Configuration
Troubleshooting Windows Firewall
Problem: Windows Firewall is preventing the application (mdsproc.exe) from sending traffic
to the remote host on the private network.
Recommended Action: Configure static routes on both Side-A and Side-B routers for the
private addresses (high and non-high).
Windows Firewall Shows Dropped Packets but no Unified ICM or Unified CCE Failures Are Evident
Indication: The Windows Firewall Log shows dropped packets but the Unified ICM and
Unified CCE applications do not exhibit any application failures.
Problem: The Windows Firewall is designed to log any and all traffic destined to the host when
the traffic either is not allowed or it is sent to a port that no allowed application is listening on.
Recommended Action: Review the pfirewall.log file closely to determine the source and
destination IP Addresses and Ports. Use netstat or tcpview to determine what processes
listen/connect on what ports.
Undo Firewall Settings
You can use the firewall configuration utility to undo the last application of the firewall settings.
You will need the CiscoICMfwConfig_undo.xml file.
Note: The undo file is written only if the configuration is completed successfully. Manual
cleanup may be necessary using the Windows Firewall Control Panel Applet if this file does
not exist.
To undo the firewall settings:
Step 1
Stop all application services.
Step 2
Open a command window by choosing Start > Run and entering CMD in the dialog window.
Click OK.
Step 3
Enter the following command cd %SYSTEMDRIVE%\CiscoUtils\FirewallConfig
Step 4
Enter cscript CiscoICMfwConfig.vbe undo for Windows Server 2003, or enter
UndoConfigFirewall.bat for Windows Server 2008 R2.
Step 5
Reboot the server.
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Chapter 4: Windows Server 2003 and Windows Server 2008 R2 Firewall Configuration
Troubleshooting Windows Firewall
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Chapter 5
Automated Security Hardening Settings on Windows
Server 2003
The Unified ICM/CCE and Unified SCCE Setup programs can automatically apply a majority
of the Cisco-recommended Windows hardening settings on Windows Server 2003 Systems with
Service Pack 2 or later.
Note: Automated security hardening is not supported on Windows Server 2008 R2.
Unified ICM/CCE is qualified to work only on a standard retail (or OEM) packaged installation
of Windows Server 2003 (Standard or Enterprise), with or without Cisco Security Hardening.
Cisco provides its own security hardening policy to secure the standard Windows image for
Unified ICM/CCE. Cisco does not support Unified ICM/CCE on a customized Windows image
(that is, a corporate image) or when custom security hardening has been applied. Customized
image of the Windows operating system or customer security hardening can cause the Unified
ICM/CCE application to fail.
The settings detailed below are automatically applied when you choose to use the automated
hardening feature in setup. All of the following settings appear under the Computer
Configuration > Windows Settings > Security Settings category of settings.
In addition to automatically applying the settings during setup, the script can be used to upgrade
the current ICM security template if there is one already installed, and it can roll back the
template to previous versions of the security settings. The script can also roll back the security
settings to the settings originally on the server before any security settings were applied.
Note: The ICM Security Hardening template enables FIPS complaint encryption policy. This
impacts the following areas of the operating system that can impact Unified ICM operation:
• Microsoft Internet Information Services (IIS)
• Microsoft Internet Explorer
• Terminal Services using the Remote Desktop Connection
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Chapter 5: Automated Security Hardening Settings on Windows Server 2003
Applying/Removing ICM Security Settings
For more information on how FIPS compliancy affects:
• The Microsoft operating system, see the Microsoft Knowledge Base (KB) article KB811833
(http://support.microsoft.com/kb/811833).
• Unified ICM, see Cisco SSL Encryption Utility (page 103).
• Terminal Services, see Remote Administration (page 127).
This chapter contains the following topics:
•
•
•
•
•
•
•
Applying/Removing ICM Security Settings, page 52
Account Policies Settings, page 54
Local Policies, page 55
Event Log, page 65
System Services, page 65
Registry, page 72
File System, page 73
Applying/Removing ICM Security Settings
There are several ways in which you can install, upgrade, and roll back security settings:
Applying ICM Security Settings During Setup
The Unified ICM and Unified SCCE Setup applications determine if ICM Security Hardening
is applied, and if it is not, prompt you to apply ICM security settings during Unified ICM
installation. Choosing Yes applies the ICM security settings as defined in the current security
template. Choosing No results in no security setting changes.
If ICM Security Hardening is already applied, but the template version of the security settings
is older than the one available to Web Setup tool, Setup prompts you to update the security
settings to the new template version. Choosing YES applies the new version of the security
settings, while at the same time creating a rollback script so you can revert to the earlier template
settings at a later time. Choosing No results in no security settings being changed.
Manually Installing Cisco ICM Security Settings
On Windows Server 2003 you can run the Security Hardening Utility either from the command
line or from the Unified Contact Center Security Wizard. For instructions on how to run the
utility from the Security Wizard, see Applying Security with the Cisco Unified Contact Center
Security Wizard (page 75).
You can manually install the latest Cisco ICM security settings template at any time by running
the ICMSecurityHardening VBS script. The script is located in
%SYSTEMDRIVE%\CiscoUtils\SecurityTemplates.
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Chapter 5: Automated Security Hardening Settings on Windows Server 2003
Applying/Removing ICM Security Settings
Note:
• You must use cscript from the command line to invoke the script.
• This script is not supported on Windows Server 2008 R2.
To manually apply a Cisco ICM Security Setting template:
Step 1
From the command line type in cscript
%SYSTEMDRIVE%\CiscoUtils\SecurityTemplates\ICMSecurityHardening.vbe
HARDEN
Step 2
Reboot the server.
Rolling Back Security Settings
You can manually roll back to a previous version of the system security settings to prior security
state by using the ICMSecurityHardening script. Each time the security hardening script is run
a rollback file is created. The “1” extension denotes that it is the baseline settings for the server
before hardening was applied. A new rollback file is created with each subsequent update of
the security template. The are numbered consecutively, “2”, “3”, “4”, and so on.
Warning: The ICMSecurityHardening script cannot roll back changes made to Registry
Values and File System security settings.
To roll back to a previous version of the security settings:
Step 1
If: You want to roll back all the settings contained in a security template:
Then: From the command line type in cscript
%SYSTEMDRIVE%\CiscoUtils\SecurityTemplates\ICMSecurityHardening.vbe
ROLLBACK <ROLLBACKFILE>
If: You want to only roll back settings in a particular area:
Then: From the command line type in cscript
%SYSTEMDRIVE%\CiscoUtils\SecurityTemplates\ICMSecurityHardening.vbe
ROLLBACK <ROLLBACKFILE> <AREA>
Where <ROLLBACKFILE> is the name of the file from which you want to roll back the settings.
and <AREA> is one of the following section names; SECURITYPOLICY, USER_RIGHTS,
SERVICES
Step 2
Reboot the server.
See Also
Account Policies Settings on page 54
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Chapter 5: Automated Security Hardening Settings on Windows Server 2003
Account Policies Settings
Local Policies on page 55
Event Log on page 65
System Services on page 65
Account Policies Settings
The following settings are applied in Computer Configuration > Windows Settings > Account
Policies.
Note: Account policies are overwritten by the domain policy by default. Applying the Cisco
Unified ICM Security Template has no effect. These settings are only significant when the
machine is not a member of a domain. Cisco recommends that you set the Default Domain
Group Policy with these settings.
When a value is listed as Not Defined it means that the setting is not changed from what was
previously set before the automated hardening script runs.
The security settings can be viewed in the Local Security Policy Snap-in.
Password Policy
Table 4: Password Policy Settings
Setting
Value: 8.0(1)
Enforce password history
24 passwords remembered
Maximum password age
90 days
Minimum password age
1 day
Minimum password length
12 characters
Passwords must meet complexity requirements
Enabled
Store password using reversible encryption for
all users in the domain
Disabled
Account Lockout Policy
Table 5: Lockout Policy Settings
Setting
Value: 8.0(1)
Account lockout duration
15 minutes
Account lockout threshold
3 invalid logon attempts
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Chapter 5: Automated Security Hardening Settings on Windows Server 2003
Local Policies
Setting
Value: 8.0(1)
Reset account lockout counter after
15 minutes
Kerberos Policy
Table 6: Kerberos Policy Settings
Setting
Value: 8.0(1)
Enforce user logon restrictions
Not Defined
Maximum lifetime for service ticket
Not Defined
Maximum lifetime for user ticket
Not Defined
Maximum lifetime for user ticket renewal
Not Defined
Maximum tolerance for computer clock
synchronization
Not Defined
Local Policies
Audit Policy
Table 7: Audit Policy Settings
Setting
Value: 8.0(1)
Audit account logon events
Success, Failure
Audit account management
Success, Failure
Audit directory service access
Not defined
Audit logon events
Success, Failure
Audit object access
Failure
Audit policy change
Success, Failure
Audit privilege use
Failure
Audit process tracking
Not defined
Audit system events
Success, Failure
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Chapter 5: Automated Security Hardening Settings on Windows Server 2003
Local Policies
User Rights Assignment
Table 8: User Rights Settings
Setting
Value: 8.0(1)
Access this computer from the network
(SeNetworkLogonRight)
Not Defined
Act as part of the operating system
(SeTcbPrivilege)
Not Defined
Add workstations to domain
(SeMachineAccountPrivilege)
Administrators
Adjust memory quotas for a process
(SeIncreaseQuotaPrivilege)
LOCAL SERVICE,NETWORK SERVICE,
Administrators
Allow logon locally (SeInteractiveLogonRight) Null
Allow logon Through Terminal Services
(SeRemoteInteractiveLogonRight)
Administrators
Back up files and directories (SeBackupPrivilege) Administrators
Bypass traverse checking
(SeChangeNotifyPrivilege)
Users
Change the system time (SeSystemTimePrivilege) Administrators
Create a pagefile (SeCreatePagefilePrivilege)
Administrators
Create a token object (SeCreateTokenPrivilege) Null
Create global objects (SeCreateGlobalPrivilege) Not Defined
Create permanent shared objects
(SeCreatePermanentPrivilege)
Null
Debug programs (SeDebugPrivilege)
Administrators
Deny access to this computer from the network ANONYMOUS LOGON; Built-in
(SeDenyNetworkLogonRight)
Administrator; Guest; Guests;
Support_388945a0
Deny logon as a batch job
(SeDenyBatchLogonRight)
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Guest; Guests; Support_388945a0
Chapter 5: Automated Security Hardening Settings on Windows Server 2003
Local Policies
Setting
Value: 8.0(1)
Deny logon as a service
(SeDenyServiceLogonRight)
Null
Deny logon locally
(SeDenyInteractiveLogonRight)
Guests
Deny log on Through Terminal Services
(SeDenyRemoteInteractiveLogonRight)
Built-in Administrator; Guest; Guests;
Support_388945a0
Enable computer and user accounts to be trusted Administrators
for delegation (SeEnableDelegationPrivilege)
Force shutdown from a remote system
(SeRemoteShutdownPrivilege)
Administrators
Generate security audits (SeAuditPrivilege)
LOCAL SERVICE,NETWORK SERVICE
Impersonate a client after authentication
(SeImpersonatePrivilege)
Not Defined
Increase scheduling priority
(SeIncreaseBasePriorityPrivilege)
Administrators
Load and unload device drivers
(SeLoadDriverPrivilege)
Administrators
Lock pages in memory (SeLockMemoryPrivilege) Administrators
Log on as a batch job (SeBatchLogonRight)
Null
Log on as a service (SeServiceLogonRight)
Not Defined
Manage auditing and security log
(SeSecurityPrivilege)
Administrators
Modify firmware environment values
(SeSystemEnvironmentPrivilege)
Administrators
Perform Volume Maintenance Tasks
(SeManageVolumePrivilege)
Administrators
Profile single process
(SeProfileSingleProcessPrivilege)
Administrators
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Local Policies
Setting
Value: 8.0(1)
Profile system performance
(SeSystemProfilePrivilege)
Administrators
Remove computer from docking station
(SeUndockPrivilege)
Administrators
Replace a process level token
(SeAssignPrimaryTokenPrivilege)
LOCAL SERVICE,NETWORK SERVICE
Restore files and directories (SeRestorePrivilege) Administrators
Shut down the system (SeShutdownPrivilege)
Administrators
Synchronize directory service data
(SeSynchAgentPrivilege)
Null
Take ownership of files or other objects
(SeTakeOwnershipPrivilege)
Administrators
Security Options
Most of the following settings can be viewed by running secpol.msc on a Windows Server
2003; however, not all MSS settings are shown by default. Consult the Threats and
Countermeasures: Security Settings in Windows Server 2003 and Windows XP document, which
is available at microsoft.com, for details on viewing all of the available security settings in the
Microsoft Local Security Settings console.
Note: ICM Security Hardening will rename the local Administrator account to xAdministrator.
Therefore, any service running under the local Administrator account will fail to start after the
system is hardened. As a secure practice, avoid using the local Administrator account for any
service. However, if you must use the local Administrator account, then you must change the
account username for the service to continue function after hardening is applied.
Table 9: Security Options Settings
Setting
Value: 8.0(1)
Accounts: Administrator account status
Not Defined
Accounts: Guest account status
Disabled
Accounts: Limit local account use of blank
passwords to console logon only
Enabled
Accounts: Rename administrator account
xadministrator
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Chapter 5: Automated Security Hardening Settings on Windows Server 2003
Local Policies
Setting
Value: 8.0(1)
Accounts: Rename guest account
xguest
Audit: Audit the access of global system objects Disabled
Audit: Audit the use of Backup and Restore
privilege
Disabled
Audit: Shut down system immediately if unable Not defined
to log security audits
Devices: Allow undock without having to log on Disabled
Devices: Allowed to format and eject removable Administrators
media
Devices: Prevent users from installing printer
drivers
Enabled
Devices: Restrict CD-ROM access to locally
logged-on user only
Enabled
Devices: Restrict floppy access to locally
logged-on user only
Enabled
Devices: Unsigned driver installation behavior
Warn but allow installation
Domain controller: Allow server operators to
schedule tasks
Not Defined
Domain controller: LDAP server signing
requirements
Not Defined
Domain controller: Refuse machine account
password changes
Not Defined
Domain member: Digitally encrypt or sign secure Not Defined
channel data (always)
Domain member: Digitally encrypt secure channel Enabled
data (when possible)
Domain member: Digitally sign secure channel
data (when possible)
Enabled
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Chapter 5: Automated Security Hardening Settings on Windows Server 2003
Local Policies
Setting
Value: 8.0(1)
Domain member: Disable machine account
password changes
Disabled
Domain member: Maximum machine account
password age
30 days
Domain member: Require strong (Windows Server Enabled
2003 or later) session key
Interactive logon: Do not display last user name Enabled
Interactive logon: Do not require
CTRL+ALT+DEL
Disabled
Interactive logon: Message text for users
attempting to log on
This system is restricted to authorized users.
Individuals attempting unauthorized access
will be prosecuted.
Interactive logon: Message title for users
attempting to log on
IT IS AN OFFENSE TO CONTINUE
WITHOUT PROPER AUTHORIZATION.
Interactive logon: Number of previous logons to 0 logons
cache (in case domain controller is not available)
Interactive logon: Prompt user to change password 14 days
before expiration
Interactive logon: Require Domain Controller
authentication to unlock workstation
Enabled
Interactive logon: Require smart card
Not Defined
Interactive logon: Smart card removal behavior
Lock Workstation
Microsoft network client: Digitally sign
communications (always)
Not Defined
Microsoft network client: Digitally sign
communications (if server agrees)
Enabled
Microsoft network client: Send unencrypted
password to third-party SMB servers
Disabled
Microsoft network server: Amount of idle time
required before suspending session
15 minutes
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Local Policies
Setting
Value: 8.0(1)
Microsoft network server: Digitally sign
communications (always)
Enabled
Microsoft network server: Digitally sign
communications (if client agrees)
Enabled
Microsoft network server: Disconnect clients when Enabled
logon hours expire
Network access: Allow anonymous SID/Name
translation
Disabled
Network access: Do not allow anonymous
enumeration of SAM accounts
Enabled
Network access: Do not allow anonymous
enumeration of SAM accounts and shares
Enabled
Network access: Do not allow storage of
credentials or .NET Passports for network
authentication
Enabled
Network access: Let Everyone permissions apply Disabled
to anonymous users
Network access: Named Pipes that can be accessed Not Defined
anonymously
Network access: Remotely accessible registry
paths
Not Defined
Network access: Remotely accessible registry
paths and subpaths
Not Defined
Network access: Restrict anonymous access to
Named Pipes and Shares
Enabled
Network access: Shares that can be accessed
anonymously
Not Defined
Network access: Sharing and security model for Classic—local users authenticate as
local accounts
themselves
Network security: Do not store LAN Manager
hash value on next password change
Enabled
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Local Policies
Setting
Value: 8.0(1)
Network security: Force logoff when logon hours Enabled
expire
Network security: LAN Manager authentication Send NTLMv2 response only\refuse LM &
level
NTLM
Network security: LDAP client signing
requirements
Negotiate signing
Network security: Minimum session security for Require 128-bit encryption
NTLM SSP based (including secure RPC) clients
Network security: Minimum session security for Require 128-bit encryption
NTLM SSP based (including secure RPC) servers
Recovery console: Allow automatic administrative Disabled
logon
Recovery console: Allow floppy copy and access Disabled
to all drives and all folders
Shutdown: Allow system to be shut down without Disabled
having to log on
Shutdown: Clear virtual memory pagefile
Enabled
System cryptography: Force strong key protection User must enter a password each time they
for user keys stored on the computer
use a key
System cryptography: Use FIPS compliant
Enabled
algorithms for encryption, hashing, and signing
System objects: Default owner for objects created Not Defined
by members of the Administrators group
System objects: Require case insensitivity for
non-Windows subsystems
Enabled
System objects: Strengthen default permissions Enabled
of internal system objects (e.g. Symbolic Links)
System settings: Use Certificate Rules on
Windows Executables for Software Restriction
Policies
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Not Defined
Chapter 5: Automated Security Hardening Settings on Windows Server 2003
Local Policies
Setting
Value: 8.0(1)
MSS: (AFD DynamicBacklogGrowthDelta)
10
Number of connections to create when additional
connections are necessary for Winsock
applications (10 recommended)
Note: MSS settings are not displayed by default
in the Local Security Policy or Security Templates
snap-in. Manual configuration is required to
implement this.
MSS: (AFD EnableDynamicBacklog) Enable
dynamic backlog for Winsock applications
(recommended)
Enabled
MSS: (AFD MaximumDynamicBacklog)
20000
Maximum number of ‘quasi-free’ connections for
Winsock applications
MSS: (AFD MinimumDynamicBacklog)
20
Minimum number of free connections for Winsock
applications (20 recommended for systems under
attack, 10 otherwise)
MSS: (AutoAdminLogon) Enable Automatic
Logon (not recommended)
Disabled
MSS: (AutoShareWks) Enable Administrative Disabled
Shares (not recommended except for highly secure
environments)
MSS: (DisableIPSourceRouting) IP source routing Highest Protection, source routing is
protection level (protects against packet spoofing) automatically disabled.
MSS: (DisableSavePassword) Prevent the dial-up Enabled
password from being saved (recommended)
MSS: (EnableDeadGWDetect) Allow automatic Disabled
detection of dead network gateways (could lead
to DoS)
MSS: (EnableICMPRedirect) Allow ICMP
redirects to override OSPF generated routes
Disabled
MSS: (EnablePMTUDiscovery) Allow automatic Disabled
detection of MTU size (possible DoS by an
attacker using a small MTU)
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Local Policies
Setting
Value: 8.0(1)
MSS: (Hidden) Hide Computer From the Browse Not Defined - (not recommended except for
List
highly secure environments)
MSS: (KeepAliveTime) How often keep-alive
packets are sent in milliseconds
300000 or 5 minutes (recommended)
MSS: (NoDefaultExempt) Enable
NoDefaultExempt for IPsec Filtering
(recommended)
Not Defined
MSS: (NoDriveTypeAutoRun) Disable Autorun 255, disable autorun for all drives
for all drives
MSS: (NoNameReleaseOnDemand) Allow the
computer to ignore NetBIOS name release
requests except from WINS servers
Enabled
MSS: (NtfsDisable8dot3NameCreation) Enable Disabled
the computer to stop generating 8.3 style filenames
MSS: (PerformRouterDiscovery) Allow IRDP to Disabled
detect and configure DefaultGateway addresses
(could lead to DoS)
MSS: (SafeDllSearchMode) Enable Safe DLL
search mode (recommended)
Enabled
MSS: (ScreenSaverGracePeriod) The time in
seconds before the screen saver grace period
expires (0 recommended)
0
MSS: (SynAttackProtect) Syn attack protection Connections time sooner if a SYN attack is
level (protects against DoS)
detected by the server
MSS:
(TCPMaxConnectResponseRetransmissions)
SYN-ACK retransmissions when a connection
request is not acknowledged
3 & 6 seconds, half-open connections
dropped after 21 seconds
MSS: (TCPMaxDataRetransmissions) How many 3
times unacknowledged data is retransmitted (3
recommended, 5 is default)
MSS: (TCPMaxPortsExhausted) How many
5
dropped connect requests to initiate SYN attack
protection (5 is recommended)
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Event Log
Setting
Value: 8.0(1)
MSS: (WarningLevel) Percentage threshold for
the security event log at which the system will
generate a warning
90%
Event Log
Table 10: Event Log Settings
Setting
Value: 8.0(1)
Maximum application log size
81920 kilobytes
Maximum security log size
81920 kilobytes
Maximum system log size
81920 kilobytes
Restrict guest access to application log
Enabled
Restrict guest access to security log
Enabled
Restrict guest access to system log
Enabled
Retain application log
Seven days
Retain security log
Seven days
Retain system log
Seven days
Retention method for application log
As Needed
Retention method for security log
As Needed
Retention method for system log
As Needed
System Services
Note: ICM Security Template modifies permissions for the Alerter and ClipBook services. The
Administrators group and the SYSTEM group permissions for the Alerter and ClipBook services
are set to allow full control; all other permissions are revoked.
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System Services
Settings for System Services
Table 11: System Services Settings
Full Service Name
Service Name
Startup Type
.NET Framework Support Service
CORRTSvc
Disabled
Alerter
Alerter
Disabled
Application Layer Gateway Service ALG
Disabled
Application Management
AppMgmt
Disabled
ASP .NET State Service
aspnet_state
Disabled
Automatic Updates
wuauserv
Automatic
Background Intelligent Transfer
Service
BITS
Manual
Certificate Services
CertSvc
Disabled
Client Service for NetWare
NWCWorkstation
Disabled
ClipBook
ClipSrv
Disabled
Cluster Service
ClusSvc
Disabled
COM+ System Application
COMSysApp
Manual
COM+Event Services
EventSystem
Automatic
Computer Browser
Browser
Disabled
Cyrptographic Services
CryptSvc
Automatic
DCOM Server Process Launcher
DcomLaunch
Automatic
DHCP Client
Dhcp
Automatic
DHCP Server
DHCPServer
Disabled
Distributed File System
Dfs
Disabled
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System Services
Full Service Name
Service Name
Startup Type
Distributed Link Tracking Client
TrkWks
Disabled
Distributed Link Tracking Server
TrkSvr
Disabled
Distributed Transaction Coordinator MSDTC
Manual
DNS Client
Dnscache
Automatic
DNS Server
DNS
Disabled
Error Reporting Service
ERSvc
Disabled
Event Log
Eventlog
Automatic
Fast User Switching Compatibility FastUserSwitchingCompatibility Disabled
Fax Service
Fax
Disabled
File Replication
NtFrs
Disabled
File Server for Macintosh
MacFile
Disabled
FTP Publishing Service
MSFtpsvc
Disabled
Help and Support
helpsvc
Disabled
HTTP SSL
HTTPFilter
Not Defined
Human Interface Device Access
HidServ
Disabled
IAS Jet Database Access
IASJet
Disabled
IIS Admin Service
IISADMIN
Not Defined
IMAPI CD-Burning COM Service ImapiService
Disabled
Indexing Service
cisvc
Disabled
Infrared Monitor
Irmon
Disabled
Internet Authentication Service
IAS
Disabled
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System Services
Full Service Name
Service Name
Startup Type
Internet Connection Firewall
(ICF)/Internet Connection Sharing
(ICS)
SharedAccess
Automatic
Intersite Messaging
IsmServ
Not Defined
IP Version 6 Helper Service
6to4
Disabled
IPSec Policy Agent (IPSec Service) PolicyAgent
Automatic
Kerberos Key Distribution Center
Kdc
Not Defined
LED/LCD Manager
SALDM
Disabled
License Logging Service
LicenseService
Disabled
Logical Disk Manager
dmserver
Manual
Logical Disk Manager
Administrative Service
Dmadmin
Manual
Message Queuing
msmq
Not Defined
Message Queuing Down Level
Clients
mqds
Disabled
Message Queuing Triggers
Mqtgsvc
Disabled
Messenger
Messenger
Disabled
Microsoft POP3 Service
POP3SVC
Disabled
MS Software Shadow Copy Provider SwPrv
Manual
MSSEARCH
MSSEARCH
Disabled
MSSQL$UDDI
MSSQL$UDDI
Disabled
MSSQLServerADHelper
MSSQLServerADHelper
Disabled
Netlogon
Netlogon
Automatic
NetMeeting Remote Desktop Sharing mnmsrvc
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Disabled
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System Services
Full Service Name
Service Name
Startup Type
Network Connections
Netman
Manual
Network DDE
NetDDE
Disabled
Network DDE DSDM
NetDDEdsdm
Disabled
Network Location Awareness (NLA) NLA
Manual
Network News Transfer Protocol
(NNTP)
NntpSvc
Disabled
Network Provisioning Service
xmlprov
Disabled
NTLM Security Support Provider
NtLmSsp
Automatic
Performance Logs and Alerts
SysmonLog
Manual
Plug and Play
PlugPlay
Automatic
Portable Media Serial Number
WmdmPmSN
Disabled
Print Server for Macintosh
MacPrint
Disabled
Print Spooler
Spooler
Not Defined
Protected Storage
ProtectedStorage
Automatic
Remote Access Auto Connection
Manager
RasAuto
Disabled
Remote Access Connection Manager RasMan
Manual
Remote Administration Service
srvcSurg
Disabled
Remote Desktop Help Session
Manager
RDSessMgr
Disabled
Remote Installation
BINLSVC
Disabled
Remote Procedure Call (RPC)
RpcSs
Automatic
Remote Procedure Call (RPC)
Locator
RpcLocator
Not Defined
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System Services
Full Service Name
Service Name
Startup Type
Remote Registry Service
RemoteRegistry
Automatic
Remote Server Manager
appmgr
Disabled
Remote Server Monitor
Appmon
Disabled
Remote Storage Notification
Remote_Storage_User_Link
Disabled
Remote Storage Server
Remote_Storage_Server
Disabled
Removable Storage
NtmsSvc
Manual
Resultant Set of Policy Provider
RSoPProv
Disabled
Routing and Remote Access
RemoteAccess
Disabled
SAP Agent
nwsapagent
Disabled
Secondary Logon
seclogon
Disabled
Security Accounts Manager
SamSs
Automatic
Server
lanmanserver
Automatic
SharePoint Timer Service
SPTimer
Disabled
Shell Hardware Detection
ShellHWDetection
Disabled
Simple Mail Transport Protocol
(SMTP)
SMTPSVC
Disabled
Simple TCP/IP Services
SimpTcp
Disabled
Single Instance Storage Groveler
Groveler
Disabled
Smart Card
SCardSvr
Disabled
SNMP Service
SNMP
Disabled
SNMP Trap Service
SNMPTRAP
Disabled
Special Administration Console
Helper
Sacsvr
Disabled
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System Services
Full Service Name
Service Name
Startup Type
SQLAgent$* (* UDDI or WebDB) SQLAgent$WEBDB
Not Defined
System Event Notification
SENS
Automatic
Task Scheduler
Schedule
Automatic
TCP/IP NetBIOS Helper Service
LmHosts
Automatic
TCP/IP Print Server
LPDSVC
Disabled
Telephony
TapiSrv
Not Defined
Telnet
TlntSvr
Disabled
Terminal Services
TermService
Manual
Terminal Services Licensing
TermServLicensing
Disabled
Terminal Services Session Directory Tssdis
Disabled
Themes
Themes
Disabled
Trivial FTP Daemon
tftpd
Disabled
Uninterruptible Power Supply
UPS
Not Defined
Upload Manager
Uploadmgr
Disabled
Virtual Disk Service
VDS
Disabled
Volume Shadow Copy
VSS
Manual
Web Element Manager
elementmgr
Disabled
WebClient
WebClient
Disabled
Windows Audio
AudioSrv
Disabled
Windows Firewall/Internet
Connection Sharing
SharedAccess
Not Defined
Windows Image Acquisition (WIA) StiSvc
Disabled
Windows Installer
Manual
MSIServer
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Registry
Full Service Name
Service Name
Startup Type
Windows Internet Name Service
(WINS)
WINS
Disabled
Windows Management
Instrumentation
winmgmt
Automatic
Windows Management
Instrumentation Driver Extensions
Wmi
Manual
Windows Media Connect
WmcCds
Disabled
Windows Media Connect (WMC)
Helper Service
WmcCdsLs
Disabled
Windows Media Services
WMServer
Disabled
Windows System Resource Manager WindowsSystemResourceManager Disabled
Windows Time
W32Time
Automatic
Windows User Mode Driver
Framework
UMWdf
Disabled
WinHTTP Web Proxy
Auto-Discovery Service
WinHttpAutoProxySvc
Disabled
WinSIP
WinSIP
Disabled
Wireless Configuration
WZCSVC
Disabled
WMI Performance Adapter
WmiApSrv
Manual
Workstation
lanmanworkstation
Automatic
World Wide Web Publishing Service W3SVC
Not Defined
Registry
The ICM Security template modifies the access auditing for the following registry keys.
Warning: The ICMSecurityHardening script cannot roll back changes made to Registry
auditing.
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File System
Table 12: Registry Keys
Object Name
Group or User Name
Auditing
HKLM\Software
Everyone
Access Failure
HKLM\System
Everyone
Access Failure
File System
The ICM security template modifies the access auditing for the following files.
Warning: The ICMSecurityHardening script cannot roll back changes made to File System
access permissions.
Table 13: Files with Modified Access Auditing
Object Name
Group or User Name
Permissions
%SystemDrive%
Administrator, SYSTEM
Full Control (This
folder, subfolders and
files)
%SystemDrive%
CREATOR OWNER
Full Control (Subfolders
and files only)
%SystemDrive%
Users
Read and Execute (This
folder, subfolders and
files)
arp.exe
Administrator, SYSTEM
Full Control
at.exe
Administrator, SYSTEM
Full Control
attrib.exe
Administrator, SYSTEM
Full Control
cacls.exe
Administrator, SYSTEM
Full Control
debug.exe
Administrator, SYSTEM
Full Control
edlin.exe
Administrator, SYSTEM
Full Control
eventtriggers.exe
Administrator, SYSTEM
Full Control
ftp.exe
Administrator, SYSTEM
Full Control
nbtstst.exe
Administrator, SYSTEM
Full Control
net.exe
Administrator, SYSTEM
Full Control
net1.exe
Administrator, SYSTEM
Full Control
netsh.exe
Administrator, SYSTEM
Full Control
netstat.exe
Administrator, SYSTEM
Full Control
nslookup.exe
Administrator, SYSTEM
Full Control
ntbackup.exe
Administrator, SYSTEM
Full Control
rcp.exe
Administrator, SYSTEM
Full Control
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File System
Object Name
Group or User Name
Permissions
reg.exe
Administrator, SYSTEM
Full Control
regedt.exe
Administrator, SYSTEM
Full Control
regini.exe
Administrator, SYSTEM
Full Control
regsvr32.exe
Administrator, SYSTEM
Full Control
rexec.exe
Administrator, SYSTEM
Full Control
route.exe
Administrator, SYSTEM
Full Control
rsh.exe
Administrator, SYSTEM
Full Control
sc.exe.exe
Administrator, SYSTEM
Full Control
secedit.exe
Administrator, SYSTEM
Full Control
subst.exe
Administrator, SYSTEM
Full Control
systeminfo.exe
Administrator, SYSTEM
Full Control
telnet.exe
Administrator, SYSTEM
Full Control
tftp.exe
Administrator, SYSTEM
Full Control
tlntsvr.exe
Administrator, SYSTEM
Full Control
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Chapter 6
Applying Security with the Cisco Unified Contact
Center Security Wizard
This chapter contains the following topics:
•
•
•
•
•
•
•
•
About the Cisco Unified Contact Center Security Wizard, page 75
Configuration and Restrictions, page 76
How to use the Wizard, page 76
Example Security Wizard Usage, page 77
Example Windows Hardening Configuration Panels, page 78
Example Windows Firewall Configuration Panels, page 81
Example Network Isolation Configuration Panels, page 84
Example SQL Hardening Panels, page 88
About the Cisco Unified Contact Center Security Wizard
The Cisco Unified Contact Center Security Wizard is a security deployment tool for Unified
ICM/CCE that simplifies security configuration through its step-by-step wizard-based approach.
The Security Wizard is a new graphical user interface you can use to configure security by
means of the following Unified ICM/CCE security command-line utilities:
• The Windows Hardening Utility
• The Windows Firewall Utility
• The Network Isolation Utility
• The SQL Hardening Utility
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Configuration and Restrictions
The Windows Hardening and Windows Firewall utility are two command-line security utilities
that have existed since the 7.0 release. The Network Isolation Utility was introduced after the
ICM 7.2 release, and the SQL Hardening utility was introduced in ICM 7.5 release.
For the descriptions of each of these utilities, see the following chapters/sections in this guide:
• Automated Windows Hardening Settings on Windows Server 2003 (page 51)
• Windows Server 2003 Firewall Configuration (page 41)
• Applying IPSec with the Network Isolation Utility (page 75)
• Automated SQL 2005 Hardening (page 99)
Configuration and Restrictions
The following are Security Wizard restrictions:
• While the Security Wizard does not interfere with applications that run on the network, run
the Security Wizard only during the application maintenance window because it can potentially
disrupt connectivity when you are setting up the network security.
• The Security Wizard works on a Windows Server 2003 platform only.
• The Firewall Configuration Utility and the Network Isolation Utility must be configured after
Unified ICM is installed on the network. For more details, see Windows Server 2003 Firewall
Configuration (page 41) and Applying IPsec with the Network Isolation Utility (page 21).
How to use the Wizard
The Security Wizard is installed by the ICM-CCE-CCH Installer and is placed in the
“%SYSTEMDRIVE%\CiscoUtils\UCCSecurityWizard” directory. You must be a server
administrator to use the features in the Security Wizard.
You can run the wizard using the shortcut installed under Start > Programs > Cisco Unified
CCE Tools > Security Wizard.
Note:
• When you run the wizard, CSA service must be stopped.
• Before you use the wizard, read the chapters in this guide about each of the utilities included
in the wizard to understand what the utilities do.
When running the Security Wizard, you are provided with a menu list of the security utilities
(the Security Hardening, the Windows Firewall, Network Isolation Utility, and SQL Utility),
and you run each, one at a time.
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Example Security Wizard Usage
You can go back and forth on any menu selection to understand what each one contains. However,
after you click the Next button for any particular feature, then you must either complete
configuration or click cancel to go back to the Welcome page.
The Security Wizard is self-explanatory; with each utility having an introductory panel,
configuration panel or panels, a confirmation panel, and a status panel. The following list
provides brief explanations of these panels:
• Introductory panel:
– Briefly describes what the specific utility does.
– Warns if security utility files are missing or not installed.
– Allows you to switch between utilities until you click the Next button.
• Configuration panel(s): Lists the options you can select to configure the utility and gathers
your configuration input.
• Confirmation panel: Allows you to confirm your configuration choices or to go back and
make changes.
After you have entered all the required input, the confirmation panel is displayed and the
Next button is replaced with the Finish button. This indicates that this is your last chance to
make a change to your configuration selections.
After you click finish, you can no longer go back.
• Status panel:
– Displays the configuration command with all of its required arguments.
– Displays the streaming output of the configuration command while it is executing in the
background.
– Displays “Configuration Complete” and enables the “Go back to Welcome Panel” button
after the command execution is complete.
The defaults are set to the recommended values and warnings are displayed if you make a
selection that could cause a problem.
In the rare event that the back-end utility script dies, a temporary text file, created in the
UCCSecurityWizard folder is not deleted. This text file contains command-line output, and you
can use this file to debug the issue.
Example Security Wizard Usage
The following image shows the Cisco Unified Contact Center Security Wizard introductory
panel.
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Example Windows Hardening Configuration Panels
Figure 10: Security Wizard Welcome Window
The Security Wizard requires the command line utilities to be installed on the system to configure
security. It will detect if a utility is not installed and notify the user.
The Security Wizard can execute on all Unified ICM or Unified CCE servers but will not execute
on a Domain Controller.
Example Windows Hardening Configuration Panels
The following image (figure 11) shows the introductory panel for Windows security hardening.
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Example Windows Hardening Configuration Panels
Figure 11: Windows Hardening Introduction Panel
You can switch between utilities until you click the Next button at the bottom of the utility
panel.
Bolded titles in the left menu bar indicate the selected utility and the selected step within that
utility.
The following image shows the Windows Hardening security template options.
Figure 12: Windows Hardening Template Options Panel
In the Windows Hardening Security Template Options window, you can:
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Example Windows Hardening Configuration Panels
• Apply the ICM Security Hardening template.
• Roll back part of or all of a previously applied ICM Security Hardening template.
The Rollback File selection list is dynamically populated. See Automated Security Hardening
Settings on Windows Server 2003 (page 51) for complete descriptions of the preceding
configuration options.
The following image shows the confirmation panel for Windows Hardening.
Figure 13: Windows Hardening Confirmation Panel
At this point, you can still change any configuration selections. After you click Finish, you can
no longer change your selections.
The following image (figure 14) shows the Windows Hardening status panel.
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Example Windows Firewall Configuration Panels
Figure 14: Windows Hardening Status Panel
The status bar at the top of the panel tells you when the configuration is complete.
You may see some command-line windows open and close. That is normal in some command
windows as different commands are executed.
Example Windows Firewall Configuration Panels
The following image shows the introductory panel for the Windows Firewall Wizard.
Figure 15: Windows Firewall Wizard Introduction Panel
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Example Windows Firewall Configuration Panels
You will get a message in this panel if the selected utility has not been installed on your system.
The following image shows the Firewall configuration panel.
Figure 16: Windows Firewall Configuration Options Panel
In the Security Wizard Firewall Configuration panel, you can:
• Configure a Windows firewall for your Unified ICM or Unified CCE system
• Undo firewall configuration settings that were previously applied
• Restore to Windows Default
Warning: The Default Windows firewall configuration is not compatible with the Unified
ICM application.
• Disable the Windows firewall.
• Edit the Unified ICM Firewall Exceptions XML file. Clicking the Edit ICM Firewall
Exceptions XML button opens that XML file in Notepad. You must save the file and close
it before continuing with the wizard.
The Window Firewall Configuration Utility:
• Automatically detects Unified ICM components installed and configures the Windows
Firewall accordingly.
Must be executed after the Unified ICM application is installed.
• Can add custom exceptions such as an exception for VNC.
• Is installed by default on all Unified ICM and Unified CCE servers.
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Example Windows Firewall Configuration Panels
See Windows Server 2003 Firewall Configuration (page 41) for a complete description of these
configuration options.
The following image shows the confirmation panel for Windows Firewall configuration.
Figure 17: Windows Firewall Confirmation Panel
The following image shows the status panel for Windows Firewall configuration.
Figure 18: Windows Firewall Status Panel
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Example Network Isolation Configuration Panels
Example Network Isolation Configuration Panels
The following image shows the introductory panel for the Network Isolation utility.
Figure 19: Network Isolation Introductory Panel
The Security Wizard is the preferred choice for deploying the Network Isolation Utility when
configuring it for the first time, or when editing an existing policy.
The Security Wizard interface has the following advantages:
• You can be guided by configuration panels that dynamically change according your input.
• You can browse the current policy.
• You can see the current Network Isolation configuration and edit it if you need to.
• You can add multiple Boundary Devices through a single Security Wizard panel. To add
multiple Boundary Devices in the CLI, you must create a separate command for each device
that you want to add.
You must run the Network Isolation Utility on every server that will be set as a Trusted Device.
There is no need to run the utility on Boundary Devices.
For a complete description of the Network Isolation Utility, see Applying IPsec with the Network
Isolation Utility (page 21).
The following image (figure 20) shows the configuration panel for Trusted Devices.
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Example Network Isolation Configuration Panels
Figure 20: Trusted Devices Configuration Panel
This panel and the next panel are loaded from the last configuration saved in the XML Network
Isolation configuration file (not the Windows IPsec policy store), if it is available.
The Trusted Devices panel:
• Shows the current status of the policy.
• Can be used to enable, modify, browse, or disable the policy.
Note:
• To enable or modify a device as Trusted you must enter a Preshared Key of 36
characters or more. The length of the key typed in is displayed and updated as you
enter it to help you enter the correct length.
• You can permanently delete the Network Isolation Utility policy only through the
command line.
You must use the same Preshared Key on all Trusted Devices or else network connectivity
between the Trusted Devices will fail.
The next image (figure 21) shows the Network Isolation Boundary Devices panel.
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Example Network Isolation Configuration Panels
Figure 21: Boundary Device Configuration Panel
The Boundary Device panel (Figure 21) and the preceding panel are loaded from the last
configuration saved in the XML Network Isolation configuration file (not the Windows IPsec
policy store), if it is available.
In the Boundary Devices panel:
• The content of the panel is dynamically modified based on the selection made in the previous
panel:
– If in the previous panel you have disabled the policy, then the panel elements displayed
here are disabled.
– If in the previous panel you have selected the browse option, then only the Boundary List
of devices is enabled for browsing purposes.
• You can add or remove multiple boundary devices.
• You can add dynamically detected devices through check boxes.
• You can add manually specified devices through a port, an IP address, or a subnet. After
specifying the device, you must click Add Device to add the device.
The Add button validates the data and checks for duplicate entries before proceeding further.
• You can remove a device from the Boundary Devices by selecting it in the Devices List and
clicking Remove Selected.
You can narrow down the exception based on:
• Direction of traffic: Outbound or Inbound
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Example Network Isolation Configuration Panels
• Protocol: TCP, UDP, ICMP
• Any port (only if TCP or UDP selected)
• A specific port or All ports
Figure 22 shows the confirmation panel for the Network Isolation utility.
Figure 22: Network Isolation Confirmation Panel
The following image shows the Network Isolation status panel.
Figure 23: Network Isolation Status Panel
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Example SQL Hardening Panels
Example SQL Hardening Panels
The following image shows the introductory panel for the SQL Hardening utility.
Figure 24: SQL Hardening Introduction Panel
You can use the SQL Hardening wizard to:
• Apply the SQL Server 2005 security hardening.
• Upgrade from a previously applied hardening.
• Roll back previously applied hardening.
For more information on SQL Server hardening, see the section Automated SQL 2005 Hardening
(page 99).
Figure 25 shows the SQL Hardening Security Action panel.
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Example SQL Hardening Panels
Figure 25: Security Action Panel
In the SQL Hardening Security Action panel, you can:
• Apply or Upgrade SQL Server 2005 Security Hardening
• Roll back Previously Applied SQL Server 2005 Security Hardening
Note: The Rollback will be disabled if there is no prior history of SQL Server 2005 security
hardening or if the hardening was already rolled back.
Figure 26: SQL Hardening Confirmation Panel
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Example SQL Hardening Panels
Figure 26 shows the SQL Hardening Confirmation panel. At this point, you can still change
any configuration selections, but after you click Finish, you can no longer change your selections.
The following image shows the SQL Hardening status panel.
Figure 27: SQL Hardening Status Panel
The status bar at the top of the panel tells you when the configuration is complete.
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Chapter 7
Updating Microsoft Windows
Note: For the currently supported Windows operating system software, see the latest Hardware
& System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center
Enterprise & Hosted, Release 8.0(1) available at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html
(http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html).
This chapter contains the following topics:
• Microsoft Security Updates, page 91
• Microsoft Service Pack Policy, page 92
Microsoft Security Updates
Automatically applying security and software update patches from third-party vendors is not
without risk. Although the risk is generally small, subtle changes in functionality or additional
layers of code may alter the overall performance of Cisco Contact Center products.
Cisco recommends that Contact Center customers assess all security patches released by
Microsoft and install those deemed appropriate for their environments. Customers are specifically
cautioned not to automatically enable Microsoft Windows Update. The update schedule can
conflict with other Unified ICM/Unified CCE activity. Customers should consider using
Microsoft Software Update Service or similar patch management products to selectively apply
Critical and Important security patches and follow the Microsoft guidelines regarding when and
how they should apply these updates.
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Microsoft Service Pack Policy
Microsoft Service Pack Policy
Do not automatically apply Microsoft Service Packs for the Operating system or SQL Server.
Cisco qualifies service packs through extensive testing and defines compatible service packs
in the Hardware & System Software Specification (Bill of Materials) document for each product.
The Microsoft Windows Automatic Update Client can be configured to poll a server that is
running Microsoft Software Update Services (SUS) or Windows Server Update Services in
place of the default Windows Update website to retrieve updates.
This is the recommended approach to be able to selectively approve updates and determine
when they get deployed on production servers.
To use Automatic Updates with a server that is running Software Update Services, see the
Software Update Services Deployment white paper. To view this white paper, visit the following
Microsoft website: http://www.microsoft.com/windowsserversystem/updateservices/techinfo/
previous/susdeployment.mspx
Configuring the Server to use an Alternate Windows Update Server
To configure the server to use an alternate Windows Update server:
Step 1
Select Start > Run and type regedit in the dialog box. Click OK.
Warning: If you use Registry Editor incorrectly, you may cause serious problems that
may require you to reinstall your operating system. Cisco cannot guarantee that you can
solve problems that result from using the Registry Editor incorrectly. Use the Registry
Editor at your own risk and make backups as appropriate.
Step 2
In regedit, locate and then click the following key in the registry:
HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\WindowsUpdate\AU
Step 3
Edit (or add) the following setting:
Value name: UseWUServer
Registry Value Type: Reg_DWORD
Value data: Set this value to 1 to configure Automatic Updates to use a server that is running
Software Update Services instead of Windows Update.
Step 4
To determine the server that is running SUS that your client computers and servers go to for
their updates, add the following registry values to the registry:
HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\WindowsUpdate\
Value name: WUServer
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Microsoft Service Pack Policy
Registry Value Type: Reg_SZ
This value sets the SUS server by HTTP name (for example, http://IntranetSUS).
Value name: WUStatusServer
Registry Value Type: Reg_SZ
This value sets the SUS statistics server by HTTP name
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Microsoft Service Pack Policy
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Chapter 8
SQL Server Hardening
SQL Server Hardening Suggestions
Top Hardening Suggestions
Top Hardening Suggestions:
1. Do not install SQL Server on an Active Directory Domain Controller.
2. In a multitier environment, run Web logic and business logic on separate computers. For
example, WebView servers can be deployed on a dedicated server not shared with an
Administration & Data Server .
3. Install the latest applicable SQL Server service pack and security updates. Refer to the
Hardware & System Software Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted, Release 8.0(1) for the compatible service pack
for your product.
4. Set a strong password for the ‘sa’ account before installing ICM see SQL Server Users
and Authentication (page 98)).
5. Always install SQL Server service to run using a least privilege account. Never install
SQL Server to run using the built-in Local System account. Follow the steps below to
modify the SQL Server service account.
Note: The following assumes the SQL Server has been installed previously with the service
configured to run as the ‘LocalSystem’ Account. It is possible that these steps can be
shortened if the SQL Server is installed initially to run using a least privileged account.
Refer to the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted,
Release 8.x(y) for more information about how to properly install SQL Server using a
Domain User Account to run the MSSQL Server service.
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a.
Create a Windows domain user account (for example, <domain>\SQLServiceAcct>).
(Refer to the Staging Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted, Release 8.x(y) for details.) Appropriate file system permissions (Modify)
must be given to this user account for the \mssql\data directory to be able to create,
expand or delete databases as needed by the ‘icmdba’ application.
b.
Configure Security Account Delegation in Active Directory (Users folder) for this
account:
From the ‘Account’ property page, select ‘Account is trusted for delegation’.
Make sure ‘Account is sensitive and cannot be delegated’ is NOT selected.
c.
Configure Security Account Delegation in Active Directory (Computers folder) for
each machine that has SQL (or MSDE) installed:
Select ‘Trust computer for delegation’ on the ‘General’ property page.
d.
Have a Domain Administrator configure Security Account Delegation using the
SetSPN utility from the Windows Server 2003 resource kit to set a Service Principal
Name as follows:
List the existing SPN for the machine by typing the following at a command prompt:
setspn -L <machine>
Delete any existing SPN for the MSSQLSvc entry by typing the following at a
command prompt: setspn -D "MSSQLSvc/<machine:port>
<serviceaccountname>" <machine> 1
Create a new SPN entry for the MSSQLSvc entry by typing the following at a
command prompt: setspn -A "MSSQLSvc/<machine:port>
<serviceaccountname>" <machine>
e.
Add the domain user account created in Step a. to the NTFS permissions for the
Operating System and data partitions at the root level (For example, C:\). Allow all
permissions, except Full Control.
Note: The SQL Server 2005 automated hardening utility, and the ICMDBA tool,
will automatically ensure this permission is appropriately granted.
f.
Finally, add this domain user account created in Step a. to the Registry permissions
for the HKEY_LOCAL_MACHINE\Software, HKEY_LOCAL_MACHINE\System
and HKEY_USERS hives, giving it Full Control.
g.
From the SQL Server Configuration Manager (for SQL Server 2005), configure the
SQL Server service to run as the domain user account created in Step a. (e.g.,
<domain>\SQLServiceAcct>).
6. SQL Server Agent Service MUST be enabled and set to Automatic for database
maintenance functioning in Unified ICM.
1)
The string inside quotes must match exactly what is seen in the List command:: setspn -L <machine>
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Note: Applying SQL Server security updates or hotfixes may require that the SQL Server
Agent service be disabled. It is recommended that this service be reset to ‘disabled’ before
performing the update. When the update has completed, stop the service and set it back
to ‘enabled’.
7. In all releases before 7.5, the Distributed Transaction Coordinator, MSDTC, is disabled
(this is done by default by the automated server hardening in the Cisco Unified ICM
Security Template Settings shipped with 7.0, 7.1, and 7.2).
However, from ICM 7.5 onwards, MSDTC services must be set to manual (done by default
by the automated server hardening in the Cisco Unified ICM Security Template shipped
with ICM 7.5 and 8.0).
Note: The SQLServerAgent and MSDTC services may be used for Third-Party Backup
solutions; therefore we recommend checking the Backup Agents system requirements
before disabling these services.
8. Use NTFS directory security with EFS for SQL Server data directories. EFS must be set
while logged in under the account credentials that the SQL service will run under (e.g.,
<domain>\SQLServiceAcct>). From the Local Policy editor, temporarily grant ‘logon
locally’ privileges to this account to enable EFS then remove this right after logging off.
Warning: Only enable EFS if there is a concern with data theft; there will be a performance
impact.
Note: In order to copy and send the data to other parties, it will be necessary to back up
the database to a different directory that is not encrypted to ensure that the receiving party
is able to read the data in the backup. This can be accomplished by backing up the database
from the SQL Server Enterprise Manager.
9. Disable the SQL guest account.
10. Restrict sysadmin membership to your Unified ICM administrators.
11. Block TCP port 1433 and UDP port 1434 at the firewall except for when the Administration
& Data Server is not in the same security zone as the Logger.
12. Protection by good housekeeping:
a.
Run the KillPwd utility to remove password data from setup files. Detailed instructions
on how to run this utility can be found in the Microsoft article KB 263968 (http://
support.microsoft.com/default.aspx?scid=kb;en-us;263968).
b.
Delete or secure old setup files: Delete or archive the following files after installation:
sqlstp.log, sqlsp.log, and setup.iss in the <systemdrive>:\Program Files\Microsoft
SQL Server\MSSQL\Install folder for a default installation, and the
<systemdrive>:\Program Files\Microsoft SQL Server\ MSSQL$<Instance
Name>\Install folder for named instances.
If the current system is an upgrade from SQL Server 7.0, delete the following files:
setup.iss in the %Windir% folder, and sqlsp.log in the Windows Temp folder.
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13. Change the recovery actions of the Microsoft SQL Server service to restart after a failure.
14. Remove all sample databases, e.g., Pubs and Northwind.
15. Enable auditing for failed logins.
SQL Server Users and Authentication
When creating a user for the SQL Server account, create Windows accounts with the lowest
possible privileges for running SQL Server services. It is preferable that this be done during the
installation of SQL Server.
During installation, SQL Server Database Engine is set to either Windows Authentication mode
or SQL Server and Windows Authentication mode. If Windows Authentication mode is selected
during installation, the sa login is disabled. If you later change authentication mode to SQL
Server and Windows Authentication mode, the sa login remains disabled. To enable the sa login,
use the ALTER LOGIN statement. For additional details see:http://msdn.microsoft.com/en-us/
library/ms188670.aspx
The local user or the domain user account that is created to function as the SQL Server service
account follows the Windows or domain password policy respectively. It is imperative that a
strict password policy is applied on this account. However, do not set the password to expire,
because SQL Server service will cease to function and that in turn will cause the Administration
& Data Server to fail.
The password and account settings may be governed by the site requirements. At the least, the
following settings are recommended:
Table 14: Password and Account Settings
Setting
Value
Enforce Password History
24 passwords remembered
Minimum Password Length
12 characters
Password Complexity
Enabled
Minimum Password Age
1 day
Account Lockout Duration
15 minutes
Account Lockout Threshold
3 invalid logon attempts
Reset Account Lockout Counter After
15 minutes
Note: The service account password must explicitly be set to Not expire.
Use Windows Only authentication if possible. Cisco Contact Center applications use Windows
authentication to access SQL Server. Cisco understands that some third-party applications may
require SQL Server authentication to run properly, but if you are not using any third-party
products to access SQL Server, then use Windows Only authentication, rather than mixed mode
authentication.
Note: Windows Only authentication is enforced through SQL Server 2005 automated hardening.
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Using mixed mode authentication can increase security risks.
During web setup, if the sa password is found to be blank, a randomly generated strong password
is generated and used to secure the sa account. This randomly generated sa password is
displayed only once during the install. Make note of the password because it is not presented
again. Resetting of the sa account password may be done after installation by logging on to the
SQL Server using a Windows Local Administrator account.
SQL Server 2005 Security Considerations
Microsoft SQL Server 2005 is far more secure by design, default, and deployment than Microsoft
SQL Server 2000. Microsoft SQL Server 2005 provides a much more granular access control
and a new utility to manage attack surface, and runs with lower privileges. To make the best of
the security features provided by Microsoft SQL Server 2005, the database administrator must
follow the best practices as described below in the “Automated SQL 2005 Hardening” and the
“Manual SQL 2005 Hardening” sections.
Automated SQL 2005 Hardening
The first step in securing the deployment is to install and enable only those components or
features that are required all the time. If a feature is required only for certain limited activity,
disable that feature during regular operation and enabled it only as needed.
Cisco provides the SQL Server Security Hardening utility to automatically disable unwanted
SQL Server services and features. Unified ICM/Unified CCE Setup and Upgrade prompt the
user to run the SQL Server Security Hardening utility in the same manner as it does for Windows
Security Hardening.
SQL Server 2005 breaks down the server functionality into more granular services. The following
table lists them with the secure deployment recommendations, which are automatically set by
the SQL Server Security Hardening utility:
Table 15: Server Functionality
Service
Startup Type
SQL Server Database Engine
Automatic
SQL Server Active Directory Helper
Disabled
SQL Server Agent
Automatic
SQL Server FullText Search
Automatic
SQL Server Browser
Disabled
SQL Server VSS Writer
Disabled
The above settings can be viewed or modified using SQL Server Surface Area Configuration –
Services and Connection tool.
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The following table lists the various features available in SQL Server 2005 and the state that
they must be configured in to secure the deployment for Unified ICM. These are automatically
set by the SQL Server Security Hardening utility:
Table 16: Available Features
Feature
Enabled
Ad-hoc Remote Queries (use of OPENROWSET and
OPENDATASOURCE)
N
CLR Integration
N
DAC (Dedicated Administrator Connection for remote
access)
N
Database Mail
N
Native XML Web Service (access over HTTP)
N
OLE Automation
N
Service Broker (to communicate between instances)
N
SQL Mail
N
Web Assistant (Deprecated in SQL Server 2005)
N
Xp_cmdshell
N
The above settings can be viewed or modified using the SQL Server Surface Area Configuration
– Features tool.
The SQL Server Security Hardening utility also:
• Enforces Windows Only authentication mode.
• Verifies that the Named Pipe (np) is listed before TCP/IP (tcp) in the SQL Server Client
Network Protocol Order.
SQL Server Security Hardening Utility
The SQL Server Security Hardening utility allows you to harden or roll back the SQL Server
security on Logger and Administration & Data Server/HDS components. The Harden option
disables unwanted services and features, as explained in the “Automated SQL 2005 Hardening”
section above. If the latest version of the security settings are already applied, then the Harden
option does not change anything. The Rollback option allows you to return to the state of SQL
services and features that existed prior to your applying the last hardening.
The SQL Server Security Hardening utility is launched via Setup, by default, to harden the SQL
Server security. However, you can run it manually, as described below.
Utility Location
The utility is located at:
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%SYSTEMDRIVE%\CiscoUtils\SQLSecurity
Harden SQL Server
From the command line type in
Perl ICMSQLSecurity.pl HARDEN
Note: The current SQL Server configuration will be backed up to
<ICMInstallDrive>:\CiscoUtils\SQLSecurity\ICMSQLSEcurity.bkp before the utility applies
the SQL Server hardening.
Roll Back SQL Server Security Hardening
The ROLLBACK command rolls back to the previous SQL Server configuration, if hardening
was applied before.
To roll back to the previous SQL Server configuration, from the command line type in
Perl ICMSQLSecurity.pl ROLLBACK
Note: The following security hardening settings are not removed when:
1. SQL Server security mode is currently set to Windows Only Authentication.
2. SQL Server user ‘sa’ is set to random password.
3. SQLVSSWriter, SQLBrowser and MSSQLServerADHelper services are disabled.
You can be roll back these settings manually using SQL Server Management Studio tool.
No Argument
If no argument is used with the command line, usage help is displayed.
Output Log
All output logs are saved in the file:
%SYSTEMDRIVE%\CiscoUtils\SQLSecurity\Logs\ICMSQLSecurity.log
Manual SQL 2005 Server Hardening
By default, SQL Server 2005 disables VIA endpoint and limits the Dedicated Administrator
Connection ( DAC) to local access. Also, by default, all logins have GRANT permission for
CONNECT using Shared Memory, Named Pipes, TCP/IP and VIA endpoints. Unified ICM
requires only Named Pipes and TCP/IP endpoints.
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• Enable both Named Pipes and TCP/IP endpoints during SQL Server 2005 setup. Make sure
Named Pipes has a higher order of priority than TCP/IP.
Note: The SQL Server Security Hardening utility will check for the availability and order
of these endpoints.
• Disable access to all endpoints that are not required. For instance: Deny connect permission
to VIA endpoint for all users/groups who have access to the database.
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Chapter 9
Cisco SSL Encryption Utility
About the SSL Encryption Utility
In Unified ICM release 8.0(1), Unified ICM web servers are configured for secure access
(HTTPS) using SSL. Cisco provides an application called the SSL Encryption Utility
(SSLUtil.exe) to help with the task of configuring web servers for use with SSL.
Note: This utility is only supported on servers running Windows Server 2003.
The operations performed by the SSL encryption utility can also be accomplished by the operating
system facilities such as IIS; however the Cisco utility simplifies the process.
SSLUtil.exe is located in the <ICMInstallDrive>\icm\bin folder. The SSL Encryption Utility
can be invoked in either standalone mode or automatically as part of setup.
The SSL Encryption Utility generates log messages pertaining to the operations that it performs.
When it is running as part of setup, log messages are written to the setup log file. When the
utility is in standalone mode, the log messages are displayed on the SSL Utility Window and
file <SystemDrive>\temp\SSLUtil.log.
The SSL Encryption Utility performs two major functions:
• SSL Configuration
• SSL Certificate Administration
SSL is available only for Unified ICM web applications installed on Windows Server 2003.
The Unified ICM/Unified CCE web applications that can be configured for SSL are:
• WebView
• Unified SCCE
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About the SSL Encryption Utility
• Internet Script Editor
• Agent Re-skilling
Installing SSL During Setup
By default, setup enables SSL for Unified CCE Web Administration (Unified SCCE), Internet
Script Editor and Agent Re-skilling applications. SSL can be configured for WebView during
setup. By default, Authentication mode is selected for WebView during setup. For more detail
on SSL for WebView application, refer to “SSL Configuration at Web Setup tool” in WebView
Installation and Administration Guide. If the SSL settings are changed via other means such as
IIS manager while the SSL Configuration Utility is open, those changes are not reflected in the
SSL Configuration Utility unless it is closed and reopened.
The SSL Configuration Utility also facilitates creation of self-signed certificates and installation
of the created certificate in IIS. A certificate may also be removed from IIS using this tool.
When invoked as part of setup, the SSL Configuration Utility sets SSL port in IIS to 443 if it
is found to be blank.
If you want to use SSL for Agent Re-skilling or Internet Script Editor, you can just accept the
default settings during installation and the supported servers will use SSL.
If you want to use SSL in WebView, leave Enable Encryption checked. You can further specify
session encryption (all traffic is encrypted, not just the authentication process) during the
WebView setup process; note that this increases server load significantly.
When the utility runs during setup a self-signed certificate is generated (using OpenSSL),
imported into the Local Machine Store, and installed on the web server. Virtual directories are
enabled and configured for SSL with 128-bit encryption.
Note: During setup, if a certificate exists or the web Server is found to have an existing server
certificate installed, a log entry is added and no changes take effect. Any certificate management
changes must be done using the utility in standalone mode or directly using the IIS Services
Manager.
SSL Encryption Utility in Standalone Mode
In standalone mode, the SSL Configuration Utility displays the list of Unified ICM instances
installed on the local machine. When Unified ICM instance is selected, the web applications
installed and their SSL settings are displayed. You can then alter the SSL settings for the web
application.
The following image shows the SSL Encryption Utility configuration tab:
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About the SSL Encryption Utility
Figure 28: SSL Config Utility - Configuration Tab
The SSL Configuration Utility also facilitates creation of self-signed certificates and installation
of the created certificate in IIS. A certificate may also be removed from IIS using this tool.
When invoked as part of setup, the SSL Configuration Utility sets SSL port in IIS to 443 if it
is found to be blank.
The following image shows the certificate administration tab of the Encryption Utility:
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About the SSL Encryption Utility
Figure 29: SSL Config Utility - Certificate Administration Tab
Enabling the Transport Layer Security (TLS) 1.0 Protocol
The ICM security template enables FIPS-compliant strong encryption, which requires the TLS
1.0 protocol be enabled instead of SSL 2.0 or SSL 3.0. To ensure web browser connectivity to
a hardened Webview, Dynamic Re-skilling (Agent Re-skilling), and Unified SCCE Webconfig
server over HTTPS using Internet Explorer, you need to enable TLS 1.0 protocol.
Step 1
Launch Internet Explorer.
Step 2
From the Tools menu, select Internet Options.
Step 3
Click the Advanced tab.
Step 4
Scroll to Security and check the Use TLS 1.0 check box.
Be sure to consult the Microsoft Knowledge Base (KB) KB 811833 (http://
support.microsoft.com/kb/811833 )for additional information about security settings.
Note: If security hardening is applied when the Internet Explorer is not configured to support
the TLS 1.0 protocol, the Web browser will not be unable to connect to the Web server. An
error message indicates that the page is either unavailable or that the Web site might be
experiencing technical difficulties.
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Chapter 10
Network Access Protection
Network Access Protection (NAP) is a platform and solution introduced in Windows Server
2008 R2 that helps to maintain the network’s overall integrity by controlling access to network
resources based on a client computer’s compliance with system health policies. Examples of
system health policies include making sure that clients have the latest antivirus definitions and
security updates installed, a firewall installed and enabled, etc. If a client is not compliant with
the network health requirements, NAP can be configured to limit the client’s network access.
NAP also provides a mechanism to automatically bring the client back to compliance.
The NAP server validates the clients’ health using the system health policies.
The NAP server is supported on Windows Server 2008 R2.
The NAP client is supported on the following operating systems:
• Windows Server 2008 R2
• Windows 7
• Windows Vista
• Windows XP with Service Pack 3 (SP3)
This chapter contains the following topics:
• How NAP works, page 108
• Impact of using Microsoft Windows NAP with Unified CCE, page 108
• Additional NAP References, page 109
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How NAP works
How NAP works
When a NAP client attempts to connect to the network, the client’s health state is validated
against the health requirement policies defined in the Network Policy Server (NPS).
If a client is not compliant with the defined health policies, the administrator can choose to limit
the client’s access to a restricted network. This restricted network ideally contains health update
resources for the client to gain compliance. In this limited access environment, only clients that
comply with the health requirement policies are allowed unlimited access to the network.
However, the administrator can also define exceptions.
The administrator can choose to configure a monitoring-only environment where the
noncompliant client can still be granted full network access. In this environment, the compliant
state for each client is logged.
The administrator can also choose to automatically update noncompliant clients with missing
software updates to help ensure compliance. In a limited access environment, noncompliant
clients will have restricted network access until the updates and configuration changes are
completed. In a monitoring-only environment, noncompliant clients will have full access to the
network before they are updated with the required changes.
With all these options available, administrators can configure a solution that is best tailored to
the needs of their networks.
Note: The Microsoft literature contains important information about NAP that the user should
read to better understand this platform. For the latest information, refer to the Network Access
Protection (Microsoft TechNet) at http://technet.microsoft.com/en-us/network/bb545879
Impact of using Microsoft Windows NAP with Unified CCE
Network Policy Server
As a general rule, do not use a Unified CCE server for any other purpose than for Unified CCE
approved software. Therefore, do not run the Network Policy Server on any Unified CCE
machine such as ICM, CVP, and so on.
Unified CCE Servers and NAP
NAP can be used in a few different ways. The following are some deployment options a user
may consider to use with Unified CCE.
• Unified CCE Servers using a limited access environment - NOT RECOMMENDED
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Warning: In this model, the Unified CCE servers such as the ICM PG, ICM Router, ICM
Logger, and ICM AW/HDS would become inaccessible if they fall out of compliance. This
would cause the entire call center to go down until machines become compliant again.
• Unified CCE Server uses monitoring-only environment
This mode could be useful for keeping track of the health status on the Unified CCE servers.
• Unified CCE Servers that are exempt from health validation
In this mode, the Unified CCE servers will work in a NAP environment but will not become
inaccessible from the network. All communications to and from the Unified CCE servers
would not be affected by the Unified CCE server’s state of health.
Unified CCE Client Machines and NAP
The following contains information regarding Unified CCE Client Machines and NAP:
• Unified CCE client machines using limited access environment
Systems in this environment must be compliant with all policies that are setup by the network
administrator. For example, if an agent desktop is in this environment then the agent would
not be able to sign in or contact the Agent PG in any way until the client machine becomes
compliant with the NAP policies that are active.
• Unified CCE client machines using monitoring-only environment
Same as above for Unified CCE Servers.
• Unified CCE Client machines that are exempt from health validation
Same as above for Unified CCE Servers.
Additional NAP References
For more information about NAP, refer to the following:
• Network Access Protection Design Guide: http://technet.microsoft.com/en-us/library/
dd125338(WS.10).aspx
• Windows Server 2008 R2 Networking and Network Access Protection (NAP) by Microsoft
Press
• Cisco NAC and Microsoft NAP Interoperability Architecture http://www.cisco.com/en/US/
netsol/ns812/index.html
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Chapter 11
Intrusion Prevention and Cisco Security Agent
The Cisco Security Agent (CSA) provides Host Intrusion Detection and prevention for servers.
As high-visibility network security attacks such as Code Red and the SQL Slammer worm have
shown, traditional host and desktop security technologies are limited in their capability to combat
the effects of new and evolving virus attacks. Unlike traditional signature matching security
technologies, CSA analyzes virus behavior to provide robust protection with reduced operational
costs. By identifying and preventing malicious behavior before it occurs, CSA removes potential
known and unknown (“Day Zero”) security risks that threaten enterprise networks and
applications.
Note: Do not view CSA as providing complete security for servers running Cisco Unified ICM.
Rather, view CSA as an additional line of defense which, when used with other standard defenses
such as virus-scanning software, firewalls, and the documented guidelines, as providing enhanced
security for Unified ICM servers.
This chapter contains the following topics:
• What are Cisco Security Agent Policies?, page 111
• Types of Agents, page 112
What are Cisco Security Agent Policies?
The Cisco Security Agent provides protection for Windows platforms based on a set of rules,
or policies, that you set. Policies define which actions on the system and network are allowed
and denied. Cisco Security Agent checks actions that use system or network resources and
blocks denied actions.
You define policies to control access to system and network resources based on the following
parameters:
• Which resource is being accessed
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Chapter 11: Intrusion Prevention and Cisco Security Agent
Types of Agents
• Which operation is being invoked
• Which process is invoking the action
Cisco has defined a policy for CSA to protect servers without interfering with the normal
operations of Unified ICM. You can download this policy from the Cisco Website (www.cisco.
com).
Note: If you do use CSA, then consult the following guide for important information regarding
installing Unified ICM/ Unified CCE applications using their default paths. Installing Unified
ICM/Unified CCE application to their default paths minimizes any issues that may arise out of
using CSA with supported applications that have been installed in non-default locations.
See Also
Cisco Security Agent Installation/Deployment Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted
Types of Agents
You can use Cisco Security Agent as either a Standalone Agent or a Managed Agent.
Managed Agent
A Managed Agent reports all significant events to a centralized Management Center.
The Management Center serves multiple agents and servers simultaneously. The Management
Center allows you to monitor and protect multiple servers using a browser-based console.
The Managed Agent is appropriate if you are using third-party software that is not approved by
Cisco for Unified ICM servers. If this is the case, it is recommended that you purchase and
install the CSA Management Center, and then import the Unified ICM policy (page 111) and
customize it to allow the third-party applications to operate.
Standalone Agent
The CSA Standalone Agent provides the same protections and the Managed Agent, but does
not report events back to the Management Center. Furthermore, the Standalone Agent uses a
static policy (page 111) that you cannot modify.
The Standalone Agent for Unified ICM is available free of charge from Cisco.
See Also
Cisco Security Agent on the Cisco Web Site (www.cisco.com/go/csa)
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Chapter 12
Microsoft Baseline Security Analyzer
The Microsoft Baseline Security Analyzer (MBSA) checks computers running Microsoft
Windows Server 2003, Windows Server XP, or Windows NT 4.0 for common security
misconfigurations.
The following are the scanning options selected for Cisco Unified ICM Real-Time Distributor
running one or more web applications (foe example, Internet Script Editor, WebView, or
Agent-Reskilling).
• Windows operating system (OS) checks
• IIS checks
• SQL checks
• Security update checks
• Password checks
This report is provided to show an example of the results of running the MBSA tool against a
Cisco Unified ICM server that is running the majority of Microsoft Server Applications supported
by the tool.
This chapter contains the following topics:
•
•
•
•
•
Security Update Scan Results, page 114
Windows Scan Results, page 114
Internet Information Services (IIS) Scan Results, page 115
SQL Server Scan Results, page 116
Desktop Application Scan Results, page 117
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Security Update Scan Results
Security Update Scan Results
The following table provides an example of security update scan results:
Table 17: Security Update Scan Results
Score
Issue
Result
Windows Security Updates
No critical security updates are missing.
IIS Security Updates
No critical security updates are missing.
SQL Server/MSDE Security Updates
Instance (default): No critical security updates are
missing.
MDAC Security Updates
No critical security updates are missing.
MSXML Security Updates
No critical security updates are missing.
Office Security Updates
No Microsoft Office products are installed.
Windows Scan Results
The following table shows Windows scan results:
Table 18: Vulnerabilities
Score
Issue
Result
Automatic Updates
Automatic Updates are managed through Group Policy on this computer.
Administrators
More than 2 Administrators were found on this computer.
Note: This warning can be ignored given that the Cisco Unified ICM
application requires the addition of certain groups to the Local
Administrators group, therefore triggering this event. It is recommended
that you review the Result Details and remove any known unnecessary
accounts.
Password Expiration
Some user accounts (1 of 7) have non-expiring passwords.
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Internet Information Services (IIS) Scan Results
Score
Issue
Result
Note: When the server is properly configured to require expiring passwords,
this warning will typically find the Guest account to have a non-expiring
password even though the account is disabled. This warning can be ignored.
Windows Firewall
Windows Firewall is enabled and has exceptions configured. Windows
Firewall is enabled on all network connections.
Local Account Password Test Some user accounts (1 of 7) have blank or simple passwords, or could not
be analyzed.
File System
All hard drives (1) are using the NTFS file system.
Autologon
Autologon is not configured on this computer.
Guest Account
The Guest account is disabled on this computer.
Restrict Anonymous
Computer is properly restricting anonymous access.
The following table provides additional scan information:
Table 19: Additional System Information
Score
Issue
Result
Auditing
Logon Success and Logon Failure auditing are both enabled.
Services
Some potentially unnecessary services are installed.
Shares
2 share(s) are present on your computer.
Windows Version
Computer is running Windows Server 2003 or greater.
Internet Information Services (IIS) Scan Results
The following table shows IIS scan results:
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SQL Server Scan Results
Table 20: Vulnerabilities
Score
Issue
Result
IIS Lockdown Tool
The IIS Lockdown tool was developed for IIS 4.0, 5.0, and
5.1, and is not needed for new Windows Server 2003
installations running IIS 6.0.
Sample Applications
IIS sample applications are not installed.
IISAdmin Virtual Directory
IISADMPWD virtual directory is not present.
Parent Paths
Parent paths are not enabled.
MSADC and Scripts Virtual Directories The MSADC and Scripts virtual directories are not present.
Table 21: Additional System Information
Score
Issue
Result
Domain Controller Test
IIS is not running on a domain controller.
IIS Logging Enabled
All web and FTP sites are using the recommended logging
options.
SQL Server Scan Results
The following table shows SQL Server scan results:
Instance (default)
Table 22: Vulnerabilities
Score
Issue
Result
Sysadmin role members
BUILTIN\Administrators group is part of sysadmin role.
Note: This is acceptable because the Cisco Unified ICM application
adds certain groups to the local Administrators account on the server
which require dbo access to the database.
Sysadmins
No more than 2 members of sysadmin role are present.
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Desktop Application Scan Results
Score
Issue
Result
Service Accounts
SQL Server, SQL Server Agent, MSDE and/or MSDE Agent service
accounts are not members of the local Administrators group and do
not run as LocalSystem.
Exposed SQL Server/MSDE
Password
The ‘sa’ password and SQL service account password are not exposed
in text files.
Domain Controller Test
SQL Server and/or MSDE is not running on a domain controller.
SQL Server/MSDE Security Mode SQL Server and/or MSDE authentication mode is set to Windows
Only.
Registry Permissions
The Everyone group does not have more than Read access to the SQL
Server and/or MSDE registry keys.
CmdExec role
CmdExec is restricted to sysadmin only.
Folder Permissions
Permissions on the SQL Server and/or MSDE installation folders are
set properly.
Guest Account
The Guest account is not enabled in any of the databases.
SQL Server/MSDE Account
Password Test
The check was skipped because SQL Server and/or MSDE is operating
in Windows Only authentication mode.
Desktop Application Scan Results
The following table shows desktop application scan results:
Table 23: Vulnerabilities
Score
Issue
Result
IE Zones
Internet Explorer zones have secure settings for all users.
IE Enhanced Security Configuration for
Administrators
The use of Internet Explorer is restricted for administrators
on this server.
IE Enhanced Security Configuration for
Non-Administrators
The use of Internet Explorer is restricted for
non-administrators on this server.
Macro Security
No Microsoft Office products are installed
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Desktop Application Scan Results
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Chapter 13
Auditing
You can set auditing policies to track significant events, such as account logon attempts. Always
set Local policies.
Note: Domain auditing policies always overwrite local auditing policies. Make the two sets of
policies identical where possible.
To set local auditing policies, select Start > Programs > Administrative Tools > Local Security
Policies.
Note: Automated Security Hardening on Windows Server 2003 (as described in Chapter 4)
configures the Unified ICM/ Unified CCE server with the recommended auditing settings. See
Local Policies - Audit Policy (page 55)
This chapter contains the following topics:
•
•
•
•
•
How to View Auditing Policies, page 119
Security Log, page 120
Real-Time Alerts, page 120
SQL Server Auditing Policies, page 120
Active Directory Auditing Policies, page 120
How to View Auditing Policies
Step 1
Choose Start > Programs > Administrative Tools > Local Security Policies.
the Local Security Settings window opens.
Step 2
In the tree in the left pane, select and expand Local Policies.
Step 3
In the tree under Local Policies, select Audit Policy.
The different auditing policies appear in the left pane.
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Security Log
Step 4
View or change the auditing policies by double-clicking the policy name.
Security Log
After setting auditing policies, it is recommended that you view the security log once a week.
You need to look for unusual activity such as Logon failures or Logon successes with unusual
accounts.
To view the Security Log, choose Start > Programs > Administrative Tools > Event Viewer.
Real-Time Alerts
MSFT Windows provides the SNMP Event Translator facility, which lets you translate events
in the Windows eventlog into real-time alerts by converting the event into an SNMP trap. Use
evntwin.exe or evntcmd.exe to configure SNMP traps.
Be sure to consult Microsoft TechNet http://technet.microsoft.com/en-us/library/
cc759390(WS.10).aspx for additional information about configuring the translation of events
to traps.
Refer to the Cisco SNMP Installation and Basic Configuration guide for information about
configuring SNMP trap destinations.
SQL Server Auditing Policies
For general SQL Server auditing policies, see SQL server Auditing at Microsoft (http://
www.microsoft.com/technet/security/prodtech/sqlserver/sql2kaud.mspx).
SQL Server C2 Security Auditing
C2 security is a government rating for security in which the system has been certified for
discretionary resource protection and auditing capability.
Cisco does not support C2 auditing for SQL Server in the Unified ICM/Unified CCE
environment. Cisco cannot guarantee that enabling C2 auditing on SQL Server will not have
significant negative impact on the system. For more information on C2 Auditing, see C2 Audit
Mode Option (http://msdn.microsoft.com/en-us/library/ms187634(SQL.90).aspx).
Active Directory Auditing Policies
It is recommended that you audit Active Directory account management and logins, and monitor
audit logs for unusual activity.
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Active Directory Auditing Policies
The following table contains the recommended and default DC Audit policies.
Table 24: Active Directory Audit Policy Recommendations
Policy
Default Setting
Recommended
Setting
Comments
Audit account logon
events
No auditing
Success and Failure Account logon events are generated when a domain
user account is authenticated on a Domain
Controller.
Audit account
management
Not defined
Success
Account management events are generated when
security principal accounts are created, modified,
or deleted.
Audit directory service
access
No auditing
Success
Directory services access events are generated
when an Active Directory object with a System
Access Control List (SACL) is accessed.
Audit logon events
No auditing
Success and Failure Logon events are generated when a domain user
interactively logs onto a Domain Controller or
when a network logon to a Domain Controller is
performed to retrieve logon scripts and policies.
Audit object access
No auditing
(No change)
Audit policy change
No auditing
Success
Audit privilege use
No auditing
(No change)
Audit process tracking
No auditing
(No change)
Audit system events
No auditing
Success
Policy change events are generated for changes to
user rights assignment policies, audit policies, or
trust policies.
System events are generated when a user restarts
or shuts down the Domain Controller or when an
event occurs that affects either the system security
or the security log.
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Active Directory Auditing Policies
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Chapter 14
General Antivirus Guidelines and Recommendations
Cisco recommends that you only use the approved Anti-Virus (AV) software products with
Unified ICM/ Unified CCE, as described in this part.
Warning: Often, the default AV configuration settings increase CPU load and memory
and disk usage, adversely affecting software performance. Therefore it is critical that you
follow the guidelines in this part when using AV software with Unified ICM/ Unified CCE.
Refer to the Hardware & System Software Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted, Release 8.0(1) is available at http://www.cisco.com/
en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html
Viruses are unpredictable and Cisco cannot assume responsibility for the consequences of virus
attacks on mission-critical applications. Take particular care for systems that use Microsoft
Internet Information Server (IIS) such as WebView.
Note:
• Ensure that your corporate Anti-Virus strategy includes specific provisions for any server
positioned outside the corporate firewall or subject to frequent connections to the public
Internet.
• Refer to the Hardware & System Software Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted, Release 8.0(1) for the application and version
qualified and approved for your release of Unified ICM/ Unified CCE.
Many of the default AV configuration settings can adversely affect product performance as a
result of increased CPU load, memory, and disk usage by the Anti-Virus software program.
Cisco tests specific configurations to maximize product performance.
This chapter contains the following topics:
• Guidelines and Recommendations, page 124
• Unified ICM/Unified CCE Maintenance Parameters, page 125
• File Type Exclusion Recommendations, page 126
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Guidelines and Recommendations
Guidelines and Recommendations
Anti-virus applications have numerous configuration options that allow very granular control
of what data is scanned, and how the data is scanned on a server.
With any anti-virus product, configuration is a balance of scanning versus the performance of
the server. The more you choose to scan, the greater the potential performance overhead. The
role of the system administrator is to determine what the optimal configuration requirements
will be for installing an anti-virus application within a particular environment. Refer to your
particular anti-virus product documentation for more detailed configuration information.
The following list highlights some general best practices:
• Update AV software scanning engines and definition files on a regular basis, following your
organization’s current policies.
• Upgrade to the latest supported version of the third-party anti-virus application. Newer
versions improve scanning speed over previous versions, resulting in lower overhead on
servers.
• Avoid scanning of any files accessed from remote drives (such as network mappings or UNC
connections). Where possible, ensure that each of these remote machines has its own anti-virus
software installed, thus keeping all scanning local. With a multitiered antivirus strategy,
scanning across the network and adding to the network load should not be required.
• Schedule full scans of systems by AV software only during scheduled maintenance windows,
and when the AV scan will not interrupt other Unified ICM maintenance activities.
• Do not set AV software to run in an automatic or background mode for which all incoming
data or modified files are scanned in real time.
• Due to the higher scanning overhead of heuristics scanning over traditional anti-virus scanning,
use this advanced scanning option only at key points of data entry from untrusted networks
(such as email and Internet gateways).
• Real-time or on-access scanning can be enabled, but only on incoming files (when writing
to disk). This is the default setting for most anti-virus applications. Implementing on-access
scanning on file reads will yield a higher impact on system resources than necessary in a
high-performance application environment.
• While on-demand and real-time scanning of all files gives optimum protection, this
configuration does have the overhead of scanning those files that cannot support malicious
code (for example, ASCII text files). Cisco recommends excluding files or directories of
files, in all scanning modes, that are known to present no risk to the system.
• Schedule regular disk scans only during low-usage times and at times when application
activity is lowest.
• Disable the email scanner if the server does not use email.
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Unified ICM/Unified CCE Maintenance Parameters
• Additionally, set the AV software to block port 25 to block any outgoing email.
• Block IRC ports.
• If your AV software has spyware detection and removal, then enable this feature. Clean
infected files, or delete them (if these files cannot be cleaned).
• Enable logging in your AV application. Limit the log size to 2 MB.
• Set your AV software to scan compressed files.
• Set your AV software to not use more than 20% CPU utilization at any time.
• When a virus is found, the first action is to clean the file, the second to delete or quarantine
the file.
• If it is available in your AV software, enable buffer overflow protection.
• Set your AV software to start on system startup.
Unified ICM/Unified CCE Maintenance Parameters
Before scheduling AV software activity on Unified ICM/Unified CCE Servers, note that a few
parameters control the application activity at specific times. Ensure that Anti-Virus software
configuration settings do not schedule “Daily Scans,” “Automatic DAT Updates,” and “Automatic
Product Upgrades” during the times specified below.
Logger Recommendations
Do not schedule AV software activity to coincide with the time specified in the following Logger
registry keys:
• HKLM\SOFTWARE\Cisco Systems, Inc.\ICM\<inst>\
Logger<A/B>\Recovery\CurrentVersion\Purge\Schedule\Schedule Value Name: Schedule
• HKLM\SOFTWARE\Cisco Systems, Inc.\ICM\<inst>\
Logger<A/B>\Recovery\CurrentVersion\UpdateStatistics\Schedule Value Name: Schedule
Distributor Recommendations
Do not schedule AV software activity to coincide with the time specified in the following
Distributor registry keys:
• HKLM\SOFTWARE\Cisco Systems, Inc. \ICM\<inst>\Distributor\RealTimeDistributor\
CurrentVersion\Recovery\CurrentVersion\Purge\Schedule Value Name: Schedule
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File Type Exclusion Recommendations
• HKLM\SOFTWARE\Cisco Systems, Inc. \ICM\<inst>\Distributor\RealTimeDistributor\
CurrentVersion\Recovery\CurrentVersion\UpdateStatistics\Schedule Value Name: Schedule
CallRouter and PG Recommendations
On the CallRouter and Peripheral Gateway (PG), do not schedule AV program tasks:
• During times of heavy or peak call load.
• At the half hour and hour marks, because Unified ICM processes increase during those times.
Other Scheduled Tasks Recommendations
You can find other scheduled Unified ICM process activities on Windows by inspecting the
Scheduled Tasks Folder. Try to ensure that scheduled AV program activity does not conflict
with those Unified ICM scheduled activities.
File Type Exclusion Recommendations
There are a number of binary files that are written to during the operation of Unified ICM
processes that have little risk of virus infection.
Omit files with the following file extensions from the drive and on-access scanning configuration
of the AV program:
• *.hst applies to PG
• *.ems applies to ALL
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Chapter 15
Remote Administration
This section describes recommended practices for remote administration.
Note:
• Use of any remote administration applications can cause adverse effects during load.
• Use of remote administration tools that employ encryption can impact server performance.
The performance level impact is tied to the level of encryption used. More encryption results
in more impact to the server performance.
This chapter contains the following topics:
•
•
•
•
Windows Terminal Services (Remote Desktop), page 127
pcAnywhere, page 129
VNC, page 133
TRIDIA VNC Pro, page 133
Windows Terminal Services (Remote Desktop)
Terminal Services permits users to remotely execute applications on Microsoft Windows Server
2003 from a wide range of devices over virtually any type of network connection. It can be
enabled to run in either Application Server or Remote Administration modes. Unified ICM/
Unified CCE only supports Remote Administration mode.
Remote Desktop can be used for remote administration of ICM-CCE-CCH server if used with
/admin option (or /console in older version clients), only. The /admin (aka /console) connects
to the local console session.
Using the Remote Desktop Console session, you can:
• Run Configuration Tools
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Windows Terminal Services (Remote Desktop)
• Run Script Editor, though the recommended approach is to use Internet Script Editor
Note: Remote Desktop without the console option is not supported.
Note: If you apply Cisco ICM Security Hardening to your system, then you need to upgrade
your Remote Desktop Clients to 5.2 or later. Remote Desktop Client 5.2 or later is required to
connect to a server with FIPS Compliant algorithms enabled. Older versions of Remote Desktop
client do not support FIPS compliant algorithms which the Cisco Unified ICM Security Hardening
utility enables. For more information about FIPS compliant algorithms and security settings,
see the Microsoft Knowledge Base articles KB 11770 (http://support.microsoft.com/kb/811770)
and KB 81183 (http://support.microsoft.com/kb/811833) .
Remote Desktop Protocol
Communication between the server and the client will use native Remote Desktop Protocol
(RDP) encryption. By default, all data sent is protected by encryption based on the maximum
key strength supported by the client.
RDP is the preferred remote control protocol due to its security and low performance impact.
Windows Server 2003 Terminal Services provides the ability to connect to and shadow a console
session thereby replacing the need to pcAnywhere or VNC. From a command line:
Remote Desktop Connection:mstsc /v:<server[:port]> /admin
Remote Desktop client prior to 6.0: mstsc /v:<server[:port]> /console
Securing the RDP-TCP Connection
You can configure the properties of the terminal server RDP-TCP connection to provide better
protection. Run Terminal Services Configurator, select Connections, and then select RDP-TCP.
Step 1
Restrict the number of client sessions that can remain active on the server.
From the Network Adapter tab, select Maximum connections and set the limit on the number
of concurrent connections.
Step 2
Set session time limits.
From the Sessions tab, check the first of three Override User Settings check box and set values
for each of the following (all values are recommendations; use values that work best within
your organization):
1. End a disconnected session, 1 or 5 minutes
2. Active session limit, 1 or 2 days
3. Idle session limit, 30 minutes
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pcAnywhere
Step 3
Set permissions for users and groups on the terminal server.
Use the Permissions tab to add users, groups and computers access limits and permissions. Click
Add, select the user, group or computer name, and then set one of three basic permissions:
1. Full Control (given to administrators and the system; allows logging onto the terminal
server, modifying the connection parameters, connecting to a session, getting session
information, resetting or ending a session, logging off other users, remotely controlling
other users’ sessions, sending messages to other users, and disconnecting sessions).
2. User Access (given to ordinary users; allows logging onto the terminal server, getting
session info, connecting to a session or sending messages to other user sessions).
3. Guest Access (for restricted users; allows logging onto the terminal server)
Step 4
Optionally, restrict reconnections of a disconnected session to the client computer from which
the user originally connected.
From the Sessions tab, check the last of three Override User Settings check boxes and set Allow
reconnection from previous client.
Step 5
Optionally, configure encryption levels to High.
From the General tab, set Encryption level to High. Use this option only if there is a risk of
unauthorized monitoring of the communications.
Per-User Terminal Services Settings
You can configure a number of per-user terminal services settings for each user. Using Active
Directory Users and Computers, right click on a user and then select properties.
Step 1
On the Terminal Services Profile tab, set a user’s right to logon to terminal server by setting
the Allow logon to terminal server checkbox. Optionally, create a profile and set a path to a
terminal services home directory.
Step 2
On the Sessions tab, set session active and idle time outs.
Step 3
On the Remote Control tab, set whether a remote session can be remotely viewed and controlled
by administrators and whether a user’s permission is required.
pcAnywhere
NOTE: The following discussion applies to all approved versions of pcAnywhere.2
2)
Refer to the Bill of Materials for the versions qualified and approved for your release of ICM.
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pcAnywhere
Security is one of the most important considerations in implementing a remote control solution.
pcAnywhere addresses security in the following ways:
1. Restricting access to internal machines
2. Preventing unauthorized connections to a pcAnywhere host
3. Protecting the data stream during a remote control session
4. Preventing unauthorized changes to the installed product
5. Identifying security risks
6. Logging events during a remote control session
pcAnywhere is a trademark of Symantec, Inc. For details, see http://www.symantec.com/
pcanywhere/.
Restricting Access to Internal Machines
One of the best ways to ensure security is to restrict connections from outside your organization.
pcAnywhere is the only remote control product to provide the following ways to accomplish
this objective:
• Limiting connections to a specific TCP/IP address range—pcAnywhere hosts can be
configured to only accept TCP/IP connections that fall within a specified range of addresses.
• Serialization - A feature that enables the embedding of a security code into the pcAnywhere
host and remote objects created. This security code must be present on both ends for a
connection to be made.
Preventing unauthorized connections to a pcAnywhere host
The first line of defense in creating a secure remote computing environment is to prevent
unauthorized users from connecting to the host. pcAnywhere provides a number of security
features to help you achieve this objective.
Table 25: pcAnywhere Security Features
Authentication
Authentication is the process of taking a user’s credentials and verifying them against
a directory or access list to determine if the user is authorized to connect to the system.
Mandatory passwords
pcAnywhere now requires a password for all host sessions. This security feature prevents
users from inadvertently launching an unprotected host session.
Callback security (for dial-up pcAnywhere lets dial-up users specify a call-back number for remote control sessions.
connections)
In a normal pcAnywhere session, the remote connects to the host, and the session begins.
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pcAnywhere
When callback is enabled, the remote calls the host, but then the host drops the connection
and calls back the remote at the specified phone number.
Table 26: General pcAnywhere Security Settings
Settings
Default
Change to
Description
Restrict connections after an end no
of session
(optional)
With pcAnywhere, host users can prevent
remote users from reconnecting to the host
if the session is stopped due to a normal or
abnormal end of session.
Wait for anyone
Yes
Yes
and secure by
no
Yes
(lock computer)
Table 27: Security Options - Connection Options
Settings
Default
Change to
Description
Prompt to confirm
connection
no
(optional)
This feature prompts the host user to acknowledge the remote
caller and permit or reject the connection. By enabling this feature,
users can know when someone is connecting to their host
computer. This will depend on the remote administration policy
of whether users must be physically present at the server being
remotely accessed.
Table 28: Security Options - Login Options
Settings
Default
Change to
Description
Make password case sensitive no
yes
Lets you use a combination of uppercase and lowercase letters
in a password. This setting applies to pcAnywhere
Authentication only.
Limit login attempts per call 3
3
pcAnywhere lets host users limit the number of times a remote
user can attempt to login during a single session to protect
against hacker attacks.
Limit time to complete login 3
1
Similarly, host users can limit the amount of time that a remote
user has to complete a login to protect against hacker and
denial of service attacks.
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pcAnywhere
Table 29: Security Options - Session Options
Settings
Default
Disconnect if inactive no
Change to
Description
Yes
Limits time of connection. pcAnywhere lets host users
limit the amount of time that a remote caller can stay
connected to the host to protect against denial of service
attacks and improper use.
(2 Minutes)
Protecting the data stream during a remote control session
Encryption prevents the data stream (including the authorization process) from being viewed
using readily available tools.
pcAnywhere offers three levels of encryption:
• pcAnywhere encryption
• Symmetric encryption
• Public key encryption
Table 30: Encryption Configuration
Settings
Default
Change to
Description
Level
<none>
Symmetric
Lists the following encryption options:
None: Sends data without encrypting it.
pcAnywhere encoding: Scrambles the data using a mathematical
algorithm so that it cannot be easily interpreted by a third party.
Symmetric: Encrypts and decrypts data using a cryptographic key.
Public key: Encrypts and decrypts data using a cryptographic key.
Both the sender and recipient must have a digital certificate and an
associated public/private key pair.
Deny lower encryption no
level
Yes
Refuses a connection with a computer that uses a lower level of
encryption than the one you selected.
Encrypt user ID and
password only
no
Encrypts only the remote user’s identity during the authorization
process. This option is less secure than encrypting an entire session.
no
Preventing unauthorized changes to the installed product
Integrity checking is a feature that, when enabled, verifies that the host and remote objects, DLL
files, executables, and registry settings have not been changed since the initial installation. If
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VNC
pcAnywhere detects changes to these files on a computer, pcAnywhere will not run. This security
feature guards against hacker attacks and employee changes that might hurt security.
Identifying security risks
The Symantec Remote Access Perimeter Scanner (RAPS) lets administrators scan their network
and telephone lines to identify unprotected remote access hosts and plug security holes. This
tool provides administrators with a way to access the vulnerability of their network in terms of
remote access products. Using RAPS, you can automatically shut down an active pcAnywhere
host that is not password protected and inform the user.
Logging events during a remote control session
You can log every file and program that is accessed during a remote control session for security
and auditing purposes. Previous versions only tracked specific pcAnywhere tasks such as login
attempts and activity within pcAnywhere. The centralized logging features in pcAnywhere let
you log events to pcAnywhere log, NT Event Log (NT, Windows Server 2003), or an SNMP
monitor.
VNC
SSH Server allows the use of VNC through an encrypted tunnel to create secure remote control
sessions. However, this configuration is currently not supported by Cisco. The performance
impact of running an SSH server has not been determined.
TRIDIA VNC Pro
Tridia VNC Pro provides the same level of use a regular VNC but adds additional security
features such as enhanced password security, viewer logs and 1024-bit encryption. For more
information about TRIDIA VNC Pro see http://www.tridiavncpro.com/.
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Chapter 16
Additional Security Best Practices
This chapter lists additional security best practices.
In addition to these, you can find other ICM security considerations in the chapter on such in
the Setup and Configuration Guide for Cisco Unified Contact Center Hosted at Cisco Unified
Contact Center Hosted Install and Upgrade Guides (http://www.cisco.com/en/US/products/
sw/custcosw/ps5053/prod_installation_guides_list.html).
This chapter contains the following topics:
•
•
•
•
•
•
•
•
•
Additional Cisco Call Center Applications, page 135
Microsoft Internet Information Server (IIS), page 137
Sybase EAServer (Jaguar) Hardening, page 140
WMI Service Hardening, page 142
SNMP Hardening, page 143
Toll Fraud Prevention, page 144
Syskey, page 145
Third-Party Security Providers, page 145
Third-Party Management Agents, page 145
Additional Cisco Call Center Applications
Security best practices for additional Cisco Call Center applications are as follows:
Cisco Unified ICM WebView
The WebView Installation and Administration Guide contains the following security-related
documentation:
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Additional Cisco Call Center Applications
• “Creating a WebView Administrator,” “Supervisors and WebView Reports,” and “Setting
Up WebView Users” which describes login, domain, and password security for WebView
users.
• “Supervisors and WebView Reports” also describes how a supervisor can see only their own
agents.
• “WebView User’s Password Expiration and Domain Security Settings” describes WebView
(Unified ICM) users as taking their security setting from the domain on which they are created.
The domain also sets the expiration date on the password.
• WebView online help:
Under saving reports: From the Security drop-down menu, select either Shared or Private.
If you select Shared, all WebView users can access the report. If you select Private, only you
can access the report. Under Viewing graphical reports and using the Job Scheduler is a
discussion of the mechanics involved in order to allow viewing graphical reports and use of
the Job Scheduler in a Microsoft Internet Explorer browser — which requires that all ActiveX
Controls and plug-ins be enabled in the browser’s security settings.
Note: Starting with release 7.0(0), WebView now supports SSL for both Sessions and
Authentication.
Cisco Unified ICM CTI Object Server (CTI OS)
In the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted:
• Desktop Users: the section “Desktop User Accounts” contains instructions for configuring
privileges for desktop users.
Cisco Agent Desktop (CAD)
The Cisco Agent Desktop Documentation, found within the Unified CCE Documentation Set
(http://www.cisco.com/univercd/cc/td/doc/product/icm/ipccente/index.htm) .
Privileges: Required privileges of various kinds are discussed in the CAD installation guide and
the CAD administrator user’s guide.
Cisco Unified ICM Router
The file dbagent.acl is an internal file that users should not edit. This file, however, must have
the READ permission set so that it can allow users to connect to the router’s real-time feed.
The file works in the background without users being aware of it.
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Microsoft Internet Information Server (IIS)
Peripheral Gateways (PGs) and Unified CCE Agent Login
As of Release 8.0(1), there is a rate limit of Unified CCE agent login attempts with incorrect
password. By default, the agent account is disabled for 15 minutes after three incorrect password
attempts, counted over a period of 15 minutes.
This default can be changed through the use of registry keys. The registry keys are under:
HKLM\SOFTWARE\Cisco Systems,
Inc.\\ICM\<inst>\PG(n)[A/B]\PG\CurrentVersion\PIMS\pim(n)\EAGENTData\Dynamic
AccountLockoutDuration—Default—After the account is locked out as a result of unsuccessful
login attempts, this is the number of minutes the account will remain locked out.
AccountLockoutResetCountDuration—Default 15—Number of minutes before the
AccountLockoutThreshold count goes back to zero. This is applicable when the account does
not get locked out, but you have unsuccessful login attempts that are less than
AccountLockoutThreshold.
AccountLockoutThreshold—Default 3—Number of unsuccessful login attempts after which
the account is locked out.
CTI OS and Monitor Mode Connection
As of release 8.0(1), there is a rate limit on Monitor Mode connection. When TLS is enabled
and a password is required, Monitor Mode is disabled for 15 minutes after three incorrect
password attempts (configurable). Counter resets on a valid login. Refer to the CTI OS System
Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more
information.
Microsoft Internet Information Server (IIS)
Internet Information Server (IIS) is required only for two applications making up the Unified
ICM/Unified CCE solution targeted in this document, WebView and Internet Script Editor.
Disable, or do not install the service on any other node except for the Distributor. There are
some exceptions in multimedia configuration of the solution. In this case, product documentation
and system requirements must be followed.
Hardening IIS for use with WebView and Internet Script Editor on Windows Server 2000 Platforms
Note: These hardening suggestions apply only to Windows Server 2000. The Windows Server
2003 version of IIS is more secure than the version of IIS found in Windows Server 2000.
The following is a list of the top Hardening Suggestions:
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Microsoft Internet Information Server (IIS)
Step 1
IIS is used as an intranet-only HTTP server for the Unified ICM product. It is expected that a
firewall is deployed to protect external connections to the server.
Step 2
Install the most recent compatible service pack and updates.
Note: Refer to the Hardware & System Software Specification (Bill of Materials) for Cisco
Unified ICM/Contact Center Enterprise & Hosted, Release 8.0(1) for the compatible service
pack for your product.
Step 3
Disable the following nonessential services:
• File Transfer Service
• E-mail Service
• News Service
Note: This can be accomplished using the IIS Lockdown tool as described below. However,
Windows Server 2003 does not enable these extra services by default when IIS is installed.
Verify that these services are not installed or that they are disabled.
The following subcomponents of Internet Information Services (IIS) must be selected during
the installation of the web server:
• Common Files
• Internet Information Services Snap-In—for management purposes
• Internet Services Manager (HTML)—for management purposes
• World Wide Web Server
Step 4
Run the IISLockDown tool:
1. Select Static Web server template and check “View template settings” check box.
Note: On systems that do not require IIS you can use this tool to disable IIS by selecting
the ‘Server that does not require IIS’ template option.
2. Disable all services except Web service.
3. Disable all unneeded script extensions.
4. Select all additional security options except for “Scripts.”
Note: Note that all selected virtual directories must be removed with the exception of the
“Scripts” virtual directory.
5. Install URLScan.
Step 5
Click Finish to complete the wizard.
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Microsoft Internet Information Server (IIS)
Edit <system_directory>\system32\inetsrv\urlscan\urlscan.ini as follows:
1. Change “AllowDotInPath=0” to “AllowDotInPath=1”.
2. Add “POST” to the [AllowVerbs] section.
3. Remove all entries under [DenyUrlSequences] section.
In addition to the above edits, the following additional changes are required depending on
whether WebView or Internet Script Editor or both are going to be running on the computer.
WebView Only - No Changes Required
Internet Script Editor Only:
1. Change “UseAllowExtensions=0” to “UseAllowExtensions=1”
2. Add these entries to [AllowExtensions]
–
.dll
–
.ese
WebView and Internet Script Editor:
1. Change “UseAllowExtensions=0” to “UseAllowExtensions=1”
2. Add these entries to [AllowExtensions]
–
.jhtml
–
.jsp
–
.AdminServlet
–
.js
–
.css
–
.cab
–
.psr
–
.xml
–
.zip
–
.jar
–
.
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Sybase EAServer (Jaguar) Hardening
Note: This entry is a “dot.”
Step 6
–
.exe
–
.dll
Setting Registry permissions
Warning: If you use Registry Editor incorrectly, you may cause serious problems that
may require you to reinstall your operating system. Cisco cannot guarantee that you can
solve problems that result from using the Registry Editor incorrectly. Use the Registry
Editor at your own risk and make backups as appropriate.
Use RegEdt32 to set the permissions depending on whether only WebView or only Internet
Script Editor or both are going to be running on the computer.
1. WebView Only:
Add the “IUSR_<machine_name>” account to have Read only rights to the
HKEY_LOCAL_MACHINE\Software and HKEY_LOCAL_MACHINE\System hives.
2. Internet Script Editor Only:
Add the “IWAM_<machine_name>” account to have Read only rights to the
HKEY_LOCAL_MACHINE\Software and HKEY_LOCAL_MACHINE\System hives.
3. WebView and Internet Script Editor:
Implement both of the “WebView Only” and “Internet Script Editor Only” sections above.
Sybase EAServer (Jaguar) Hardening
Jaguar is used by some Unified ICM/Unified CCE products such as WebView. Use these
guidelines for hardening Jaguar with WebView after the installation of Unified ICM and 3rd
Party Tools.
Starting Jaguar Manager
To start Jaguar Manager:
Step 1
Choose Start > Program > Sybase > EAServer 5.1 > Jaguar Manager to launch “Jaguar
Manager” Application from the WebView Server Machine.
Step 2
After the Jaguar Manager starts, select on Tools > Connect > Jaguar Manager.
Step 3
In the resulting dialog box replace “localhost” in the “Host Name” field with the actual hostname
or host IP address.
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Sybase EAServer (Jaguar) Hardening
Step 4
Click the Connect button.
Changing Jaguar Password
The password used to connect to the Jaguar service is changed in Jaguar Administration and in
the jagconnection.properties file. The guidelines provided below to accomplish this are also
provided in the reporting documentation (refer to the WebView Installation and Administration
Guide).
Note: If the password is changed, any subsequent reinstallation of Unified ICM on a WebView
server will prompt the user for the Jaguar Password.
The ‘jagadmin’ password is modified in two steps:
Step 1
Modify ‘jagadmin’ password on EAServer.
1. Using the tree on the left pane of Jaguar Manager, navigate to Jaguar Manager > Servers
> Jaguar.
2. After selecting ‘Jaguar node, choose File >Server Properties… menu.
3. In the server properties dialog box, select Security tab.
4. Click the Set jagadmin Password button.
5. In the ‘Administrator Password’ dialog box:
–
Leave ‘Old jagadmin Password’ blank.
–
Enter new password in the ‘New jagadmin Password’ and ‘Verify N jagadmin
Password’ fields.
6. Click OK.
Step 2
Modify ‘jagadmin’ password at WebView.
1. Using Windows Explorer, navigate to ‘<Sybdase
Home>\EAServer\html\classes\com\cisco\atg is typically ‘C:\Program
Files\Sybase’).
2. Open file ‘jagconnection.properties’ using Notepad or WordPad.
3. Locate ‘JAGCONNECT_JAGUAR_ADMIN_PWD’ key in the properties file. By default
it is blank.
4. Enter the new jagadmin password from Step 1 above in clear text. The modified key should
look like ‘JAGCONNECT_JAGUAR_ADMIN_PWD=<new password>’
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WMI Service Hardening
Note: The password entered in clear text gets encrypted when WebView runs for first time after
the change.
Restart WebView and Jaguar after you have changed the password. See the following section
for more details.
Restart WebView/Services
Step 1
Close Jaguar Manager.
Step 2
Restart ‘Jaguar’ service from Windows Services panel.
Step 3
Restart ‘IIS Admin’ service from Windows Services panel (this will also restart ‘World Wide
Web’ service automatically).
See Also
The Windows Firewall may block port 9000 (Jaguar Manager Tool - CORBA). If you wish to
open port 9000 see Understanding the CiscoICMfwConfig_exc.xml File (page 47) to learn how
to use the Cisco Firewall tool to open the port.
WMI Service Hardening
Windows Management Instrumentation (WMI) is used to manage Windows systems. WMI
security is an extension of the security subsystem built into Windows operating systems. WMI
security includes: WMI namespace-level security; Distributed COM (DCOM) security; and
Standard Windows OS security.
WMI namespace-level security:
To configure the WMI namespace-level security:
Step 1
Launch the %SYSTEMROOT%\System32\Wmimgmt.msc MMC control.
Step 2
Right-click the WMI Control icon and select properties.
Step 3
Select the Security properties page.
Step 4
Select the Root folder and press the Security button.
Step 5
Remove EVERYONE from the selection list then press the OK button.
Only <machine>\Administrators should have ALL rights.
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SNMP Hardening
Additional WMI Security Considerations
The WMI services are set to ‘Manual’ startup by default. These services are used by Third-Party
Management agents to capture system data and must not be disabled unless specifically required.
Perform DCOM security configuration in a manner that is consistent with your scripting
environment. Refer to the WMI security documentation for additional details on using DCOM
security.
Additional References:
• How to Set WMI Namespace Security in Windows Server 2003asp (http://
support.microsoft.com/default.aspx?scid=kb;en-us;325353)
• Securing a Remote WMI Connection (http://msdn.microsoft.com/library/default.asp?url=/
library/en-us/wmisdk/wmi/securing_a_remote_wmi_connection.asp)
SNMP Hardening
Refer to the SNMP Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for details
on installation, setting the community names, usernames, and trap destinations.
Although the Microsoft Management and Monitoring Tools subcomponents are necessary for
SNMP manageability, the Microsoft native SNMP service will be disabled during Web Setup
tool and its functionality replaced by a more secure agent infrastructure. The administrator must
not attempt to re-enable the Microsoft SNMP service because this may cause conflicts with the
Cisco-installed SNMP agents.
Explicitly disable the Microsoft SNMP trap service. It is not recommended that Unified ICM/
Unified CCE servers run management software for collecting SNMP traps, thus, the Microsoft
SNMP trap service is not necessary.
Versions 1 and 2c of the SNMP protocol are less secure than version 3. SNMP version 3 features
a significant step forward in security. For Unified ICME and Unified CCE hosts located on
internal networks behind corporate firewalls, it is desirable to enable SNMP manageability by
performing the additional configuration and hardening recommendations listed below:
1. Create SNMP v1/v2c community strings or SNMP v3 user names using a combination of
upper, and lowercase characters. DO NOT use the common “public” and/or “private”
community strings. Create names that are difficult to guess.
2. Use of SNMP v3 is highly preferred. Always enable authentication for each SNMP v3
username. The use of a privacy protocol is also encouraged.
3. Limit the number of hosts that are allowed to connect to SNMP manageable devices.
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Toll Fraud Prevention
4. Configure community strings and usernames on manageable devices to accept SNMP
requests only from those hosts running SNMP management applications. (This is done
via the SNMP agent configuration tool when defining community strings and usernames.)
5. Enable sending of SNMP traps for authentication failures. This will alert you to potential
attackers trying to “guess” community strings and/or user names.
SNMP manageability is installed on Unified ICM/Unified CCE servers and is executing by
default. However, for security reasons, SNMP access is denied until the configuration steps
enumerated above have been completed.
As an alternative that provides a much higher level of security, customers may choose to
configure IPsec filters and an IPsec policy for SNMP traffic between an SNMP management
station and SNMP agents. Follow the Microsoft recommendations on how to accomplish this.
For more information on IPsec policy for SNMP traffic refer to Microsoft knowledge base
article: Q324261.
Toll Fraud Prevention
Toll fraud is a serious issue in the Telecommunications Industry. The fraudulent use of
telecommunications technology can be very expensive for a company, and it is essential that
the Telecom Administrator take the necessary precautions to prevent this. For Unified CCE
environments, resources are available on Cisco.com providing some basic information to lock
down Unified CM systems and to mitigate against toll fraud.
In Unified ICM, the primary concern is in using dynamic labels in the label node of a Unified
ICM script. If the dynamic label is constructed from information entered by a caller (such as
with Run External Script), then it is possible to construct labels of the following form:
• 9.....
• 9011....
• etc.
These labels might cause the call to be sent to outside lines or even to international numbers.
If the dial plans configured in the routing client would allow such numbers to go through, and
the customer does not want such labels to be used, then the Unified ICM script must check for
valid labels before using them.
A simple example is an ICM script that prompts the caller with “If you know your party’s
extension, enter it now,” and then uses the digits entered blindly in a dynamic label node. It is
possible that the call could be transferred anywhere. If this behavior is not desired, then either
the Unified ICM routing script or the routing client’s dial plan must check for and disallow
invalid numbers.
An example of a Unified ICM script check is an “If” node that uses an expression such as
substr (Call.CallerEnteredDigits, 1, 1) = "9"
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Syskey
The True branch of this node would then branch back to ask the caller again. The False branch
would allow the call to proceed. This is, of course, only an example. Each customer must decide
what is allowed, or not, based on their own environment.
Unified ICM does not normally just transfer calls to arbitrary phone numbers. Numbers have
to be explicitly configured as legal destinations, or alternatively the Unified ICM routing script
can contain logic that causes the call to be transferred to a phone number that is contained in a
script variable. It is possible for a script to be written in such a way that a caller enters a series
of digits and the script treats it as a destination phone number and asks the routing client to
transfer the call to that number. Our recommendation is to add logic to such a script to make
sure the requested destination phone number is reasonable.
Syskey
Syskey enables the encryption of the account databases. It is recommended that you use Syskey
to secure any local account database.
Note: When configuring Syskey, you must use the System Generated Password and Store
Startup Key Locally options in the Startup Key dialog box.
Third-Party Security Providers
Cisco has qualified Unified ICM software with the Operating System implementations of NTLM,
Kerberos V and IPsec security protocols.
Cisco does not support other third-party security provider implementations.
Third-Party Management Agents
Some server vendors include in their server operating system installations agents to provide
convenient server management and monitoring.
For example:
• HP ProLiant Servers run Insight Management Agents for Windows.
• IBM provides the IBM Director Agent.
These and other agents enable the gathering of detailed inventory information about servers,
including operating system, memory, network adapters, and hardware.
While Cisco recognizes such agents can be of value, due to performance impact considerations,
Cisco does not currently support their use on mission-critical Unified ICM/Unified CCE servers.
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Third-Party Management Agents
Warning: You must configure agents in accordance to the Anti-Virus policies (page 123)
described in this document. Do not execute Polling or intrusive scans during peak hours,
but rather schedule these activities for maintenance windows.
Note: Install SNMP services as recommended by these third-party management applications
to take full advantage of the management capabilities provided with your servers. Failing to
install, or disabling, SNMP prevents enterprise management applications from receiving hardware
prefailure alerts and disables certain application functions such as advanced ProLiant status
polling, inventory reporting, and version control in HP Insight Manager.
See Also
HPInsight Management Agents User Guide (ftp://ftp.compaq.com/pub/products/servers/
management/imaug.pdf) HP Software Security Customer Advisories (http://
h18013.www1.hp.com/products/servers/management/mgtsw-advisory.html)
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Index
IPSec
Index
about IPSec....11
configuring IPSec policy....15
about encrypting traffic....25
logging....17
account policies settings....54
monitor....17
account lockout policy....54
monitoring IPSec activity....17
kerberos....55
terminology....23
password policy....54
agent reskilling....8
local policies....55
audit policy....55
anti-virus guidelines....123
Microsoft Baseline Security Analyzer (MBSA)....113
anti-virus recommendations....123
Microsoft windows
auditing....119
viewing auditing policies....119
batch deployment....35
boundary devices....33
updating....91
monitoring network security....40
NAT....11
about NAT....12
call variables and extended call variables....7
network monitoring....18
cisco contact center snmp management service....9
per-user terminal services settings....129
Cisco firewall configuration utility
preventing
prerequisites....42
troubleshooting for Windows Server 2003....48
using....43
verifying....43
Cisco network isolation utility....22
unauthorized connections to a pcAnywhere host...130
preventing
unauthorized changes to the installed product....132
real-time alerts....120
recommendations....124
process....24
CallRouter and PG ....126
working....23
distributor....125
Cisco SSL encryption utility....103
file type exclusion....126
encrypting in standalone mode....104
logger....125
installing during setup....104
other scheduled tasks....126
cti os c++/com toolkit....8
registry....72
Deploying Network Isolation Feature....26
remote administration....127
encryption support....7
Remote desktop....128
event log....65
scan results
file system....73
desktop application....117
internet script editor....8
internet information services ....115
IPsec....11
security update....114
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Index
SQL server....116
windows....114
securing RDP-TCP connection....128
security best practices....135
security hardening settings
on Windows Server 2003....51
security hardening utility
manual hardening....101
security log....120
security wizard....75
configurations and restrictions....76
using....76
settings
security hardening for Windows Server 2003....51
SQL server 2005
automated hardening....99
security considerations....99
security hardening utility....100
SQL server hardening....95
top hardening....95
support for IPSec
in transport mode....13
in tunnel mode....12
Sybase EAServer (Jaguar) hardening....140
changing Jaguar password....141
starting Jaguar manager ....140
system monitoring....18
third-party management agents....145
user and agent passwords....7
WebView....8
windows server 2003 and 2008 firewall configuration...41
WMI service hardening....142
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