CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
CTI OS Server installation
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CTI OS Server installation

CTI OS Server installation

This chapter lists some guidelines to consider when you install the CTI OS Server and provides procedures for these tasks.


Caution


Running CTI OS setup over the network is not supported. You must either run the installer from the install DVD or copy the installer directory to the target machine and then run the installer from the local machine. Various errors can occur during installation over the network. Keep in mind that Release 9.0(1) is a full installation and there is no way to roll the installation back to the previous release if the installation or upgrade fails part way through.


CTI OS Server installation guidelines

Following are some guidelines to consider when you install CTI OS Server:

  • CTI OS is typically installed in a duplex configuration. Two CTI OS Servers installed on separate systems work in parallel to provide redundancy. Installing only one CTI OS Server prevents failover recovery by client systems.
  • CTI OS must be co-located on the same box as the PG/CG.
  • Ensure that your CTI OS system meets the minimum hardware and software requirements as listed in the Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 9.0(1). This document is available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_technical_reference_list.html.
Related Information

Upgrade from previous version

If you are upgrading from a previous 8.5(y) release of CTI OS Server (including CTI OS 8.5(2) or 8.5(3)); you do not need to uninstall CTI OS Server before you install CTI OS Server Release 9.0(1).


Note


The listen ports for CTI OS Server and silent monitor are registered as firewall exceptions upon installation of patch 8.5(2). These firewall exceptions are removed when the patch is uninstalled.


Procedure
    Step 1   When you start Setup.exe, the Instance dialog box appears. Click Upgrade All.
    Step 2   If you have a version of CTI OS Server already installed and you are attempting to install the latest version, the following pop-up window appears:
    Figure 1. Patch installation warning



    Step 3   Click Yes.

    Several status dialog boxes appear, informing you that registry entries are being copied, files are being copied, and so forth. All files that belong to the old version are deleted and the files for Version 9.0(1) are installed.


    Install CTI OS Server

    If you are installing a new CTI OS Server, perform the following steps.


    Note


    The CTI OS Server installation procedure described on the following pages includes some screens for mobile agents and silent monitor server.


    Procedure
      Step 1   From the Server directory on the CD, run setup.exe.
      Note   

      When you run programs from a Windows Server 2008 R2 system with User Account Control enabled, Windows needs your permission to continue. Click Allow in the User Account Control window to run the programs.

      Step 2   Click Yes on the Software License Agreement screen.

      The CTI OS Instances dialog box appears.

      The CTIOS Instances dialog box allows you to create CTI OS Instances and add CTI OS Servers to a configured instance of CTI OS.

      Figure 2. CTI OS instances



      The CTIOS Instance List contains an Add and a Delete button.

      Add is enabled under the following conditions:

      • There are no existing CTI OS instances.
      • There is one CTI OS instance with no servers configured.
      • A multi-instance configuration is detected (1-10 CTI OS instances with one CTI OS Server configured per instance using a Hosted IPCC peripheral type).

      Delete is enabled whenever an instance is selected.

      The CTIOS Server List group contains an Add, an Edit, and a Delete button.

      Add is enabled under the following conditions:

      • There is one instance of CTI OS with no CTI OS Servers.
      • There is one instance of CTI OS with less than 6 CTI OS Servers configured. Each CTI OS Server is configured for any peripheral type except Hosted IPCC.

      You can create up to 10 CTI OS Servers per CTI OS instance. You configure the maximum number of CTI OS Servers per instance using the following registry key:

      HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\Ctios\ MaxServersPerInstance.

      When you instal the first CTI OS Server instance, this key (of type DWORD) is added and set to 10.

      Edit and Delete are enabled whenever you select a server.

      Step 3   You must install a Windows Server 2008 R2 compatible maintenance release (Release 8.5[2] or later) for this software to function on Windows Server 2008 R2.
      Step 4   Under the CTI OS Instance List, click Add. The following dialog box appears.
      Figure 3. CTI OS instance list



      Step 5   Enter an instance name. For example, if you enter an instance called "cisco," the following window appears:
      Figure 4. CTI OS instances



      Step 6   Click Add inside the CTI OS Server List.

      The Add CTIOS Server dialog box appears.

      Figure 5. CTI OS Server selection



      The CTIOS Server Name is filled in with the string "CTIOS" followed by the next available index for a CTI OS Server. If a CTI OS Server has been deleted, the CTIOS Server Name string is filled in with the index that was deleted.

      Step 7   If you are installing CTI OS Server for the first time, an Enter Desktop Drive screen appears. Accept the default installation drive or select another drive from the drop-down list.
      Figure 6. Desktop drive selection



      Step 8   Click OK.

      The CTI Server Information screen appears.

      Figure 7. CTI OS Server information



      Step 9   Enter the Name or IP Address and the Port Number for your CTI systems.

      The Peripheral Type field is prepopulated with the peripheral type if the peripheral is configured for a previous CTI OS Server.

      Note   

      When you configure multiple CTI OS Servers to use a single CTI Server, every CTI OS Server configured in addition to the first defaults to the configuration of the first CTI OS Server.

      Step 10   Click Next.

      The Peripheral Identifier screen appears.

      If the peripheral is configured for a previous CTI OS Server, the "Name or IP Address" field is pre-populated with the CTI Server name of that previously configured CTI OS Server.

      Figure 8. Peripheral identifier



      Because multi-instance does not support multiple servers, any server configured as part of an instance that has other servers does not list "IPCC Hosted" in the peripheral type field.

      ARS and ERS peripheral types are not listed either, as they are not supported for multiple servers.

      Because multiple servers cannot be supported with multiple instances, the peripheral type drop-down list only contains "IPCC Hosted" when a server is added to a system with multiple instances already configured.

      Step 11   If the peripheral has not been configured for a previous CTI OS Server, specify the following information:
      • A Logical Name for your peripheral. This can be any valid logical name that uniquely identifies your peripheral.
        Note   

        Only Peripheral Types of "IPCC", "IPCC Hosted Edition" have the "Login By" and "Enable Mobile Agent" group boxes enabled. In the "Login By" box, you can choose between logging in by Agent ID or by Login Name. The "Login By" setting determines how CTI Toolkit Agent and Supervisor Desktops allow Login and Chat request (either AgentID OR LoginName). This setting does not affect other CTI applications. CTI OS Server itself can service Login requests both ways (by AgentID and by LoginName) for IPCC.

        All other peripheral types log in by Agent ID only, and the choice is disabled. If this is to be a multi-instance environment, select IPCC Hosted Edition.

      • The Peripheral ID associated with the switch your telephone is connected to.
      • The Peripheral Type of the switch your telephone is connected to.
      • Whether to enable mobile agent.
      • Mobile agent mode. Specify one of the following:
        • Agent chooses—Agent chooses the mode.
        • Call by call—The agent's remote phone is dialed for each individual call.
        • Nailed connection—The agent is called once upon login and remains connected.
      Note   

      You can specify information for only one peripheral during CTI OS Server setup. To configure additional peripherals, follow the procedure in the section Configure additional peripherals.

      Step 12   Click Next.

      The Connection Information screen appears.

      Figure 9. Connection information



      Enter the port number and the heartbeat information for your CTI OS Server instance.

      Note   

      For all peripheral types except IPCC Hosted, accept the default Listen Port value of 42028. For the IPCC Hosted peripheral type, only the first instance can have this port. For subsequent instances, increment the port number by 1 (42029, 42030, and so forth), taking care to configure the clients that connect to them with the same port in their installs.

      Step 13   Click Next.

      The Statistics Information screen appears.

      Figure 10. Statistics information



      Note   
      • Enabling CAD Agent disables the agent statistics polling interval from the CTI OS Server. CAD agents receive only skillgroup statistics from CTI OS Server.
      • After performing an Upgrade All, you must rerun setup to access this screen and reconfigure the for appropriate statistical information.
      Step 14   Enter the default polling interval for Skillgroup statistics (in seconds).
      Note   

      Because Quality of Service (QoS) enablement and statistics enablement are mutually exclusive, enabling QoS zeros and disables all of the information relating to statistics.

      Step 15   Click Next.

      The IPCC Silent Monitor Type screen appears.

      Figure 11. IPCC silent monitor type



      Step 16   Select the silent monitor type.
      • If Unified CM Based or Disabled is chosen, clicking Next takes you to the "Peer CTI OS Server" screen. Proceed to Step 17.

        Note   

        If Unified CM-Based is chosen, see Unified CM-based silent monitor configuration.

      • If Disabled is chosen, CTI OS-based silent monitor is configured, but disabled. This means the registry settings below have the following values:

        Key

        Setting

        HKLM\SOFTWARE\Cisco Systems, Inc.\Ctios\CTIOS_<instance>\CTIOS1\EnterpriseDesktopSettings\All Desktops\UCCESilentMonitor\Name\Settings\CCMBasedSilentMonitor

        0

        HKLM\SOFTWARE\Cisco Systems, Inc.\Ctios\CTIOS_<instance>\CTIOS1\EnterpriseDesktopSettings\All Desktops\Login\ConnectionProfiles\Name\UCCE\ UCCESilentMonitorEnabled

        0

      • If CTI OS Based silent monitor is chosen, clicking Next takes you to the "Silent Monitor Information" screen.

        Figure 12. Silent monitor information



      Step 17   On the Silent Monitor Information screen enter the following information:
      • The port number used by the client to connect to the silent monitor service.
      • Whether or not the desktop uses QoS to communicate with the silent monitor server.
      • The set of silent monitor servers that the desktop connects to. The desktop randomly connects to one of the silent monitor servers specified here. If the client is configured to use secure connections, the client attempts to connect to the silent monitor server using a secure connection. If the silent monitor server is configured to use secure connections, then a secure connection is established with the silent monitor server. Otherwise, an unsecure connection is used. A client uses the same certificates it uses to communicate with CTI OS Server to establish a secure connection to the silent monitor server.
      Step 18   Click Next.

      The Peer CTIOS Server screen appears.

      Figure 13. CTI OS Server information



      Step 19   You can use the Peer CTIOS Server dialog box to configure a CTI OS Peer Server. You can also use it for Chat and CTI OS silent monitoring. Enter the appropriate information as shown in the following figure:
      Figure 14. Peer CTI OS Server



      After you click Finish and the files are created, the service is registered and Registry entries are made.

      Note   

      You can configure the chat window to beep every time a new message arrives. To make the Chat control beep every time a new message arrives, set the following registry key to a non-zero value.

      HKEY_LOCAL_MACHINE\Cisco Systems, Inc.\CTI Desktop\CtiOs\BeepOnMsgReceived

      If the registry key does not exist or if its value is set to zero, the Chat control does not beep.

      Step 20   The Security installation is launched with the following dialog box:
      Figure 15. CTI OS Server security



      If you wish to disable Security, click OK; otherwise, select the checkbox and enter the appropriate information, and click OK. For more information about CTI OS Security, see CTI OS security.

      Note   

      To simplify deployments, you must enable security for all CTI OS components (clients, CTI OS Server, and silent monitor server) or disable security for all CTI OS components.

      Step 21   The following window appears if you enable Security:
      Figure 16. CTI OS security InstallShield wizard



      After the CTI OS Server Security Setup is complete, click Finish.

      You are asked about whether you want to restart your computer now or later. If you select Yes your computer reboots.

      Step 22   If you select IPCC Hosted Edition and wish to add more instances, you must then restart setup. The MR Installer launches after the 2008 R2 machine reboots. If you select No, you see the following:
      Figure 17. CTI OS instances



      In this core "CTIOS Instances" dialog box you can Add more instances and Delete or Edit the one you just installed.

      Note   

      If you select any peripheral type other than "IPCC Hosted Edition", the Add button under the Instance List is disabled so that you cannot add anymore instances.

      For "IPCC Hosted Edition", adding an instance runs the entire progression described above. Editing an instance displays all of the dialog boxes from the "CTI Server Information" dialog box to the end. When you add or edit instances after the first one, only Services are registered and Registry settings are written. That is, the files are only transferred when the first instance is added because all instances share the same code base.

      Note   

      In CTI OS Releases 6.0 and later, updates to Cisco CTI OS software (Engineering Specials, Service Releases and Maintenance Releases) are installed with Patch Manager. After the installation is complete you cannot move any CTI OS files from the directories in which they are installed, or Patch Manager cannot correctly perform CTI OS software updates.



      Note


      CTI OS Multi Instance setup does not allow two or more CTI OS Servers to connect to the same CTI Server. Also, it does not allow two or more CTI OS Servers to use the same listen port.



      Note


      Rerun CTI OS Server setup after you complete the installation.


      Uninstalling CTI OS Server

      To uninstall the CTI OS Server, rerun the Setup program for Unified ICM Release 9.0(1) and delete the Unified ICM Customer Instance that you specified during CTI OS Server Setup.

      Determine version number of installed files

      If the CTI OS Server is currently running, the title bar of the CTIOS Server process window displays the CTI OS version number and the build number.

      Figure 18. CTI OS Server process



      If CTI OS Server is not running, you can determine the version number of an installed CTI OS Server file by performing the following steps.

      Procedure
        Step 1   Open a window for the ICM\CTIOS_bin subdirectory.
        Step 2   Highlight the file ctiosservernode.exe.
        Figure 19. CTIOS_bin folder



        Step 3   Right-click the highlighted file.
        Step 4   Select Properties from the drop-down menu. The Properties dialog box appears.
        Step 5   Select the Version tab.

        This tab contains version information (release number and build number) for the file.

        Figure 20. CTI OS Servernode properties