Installation and Getting Started Guide for Cisco Finesse Release 9.1(1)
Installation
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Installation

Installation

The installation for Cisco Finesse runs from an ISO image and uses an OVA template. You can choose one of two OVA files, depending on the size of your deployment.

  • Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vmv8.ova: Supports up to 2000 agents over HTTP or 1000 agents over HTTPS (maximum of 6000 configured agents).
  • Finesse_500_HTTP_agents_or_250_HTTPS_agents_v9.1.1_vmv8.ova: Supports up to 500 agents over HTTP or 250 agents over HTTPS (maximum of 3000 configured agents).

For more information, see the DocWiki page Virtualization for Cisco Finesse.


Note


We strongly recommend that you configure a DataStore ISO file on the virtual CD/DVD drive of the target VM to install Finesse.

Installation Files

To install Finesse, you must obtain the following files:

  • Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vmv8.ova (or Finesse_500_HTTP_agents_or_250_HTTPS_agents_v9.1.1_vmv8.ova) This file is the VM template file that you must deploy in your installation.
  • Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vmv8.ova.README (or Finesse_500_HTTP_agents_or_250_HTTPS_agents_v9.1.1_vmv8.ova.README) text file This file contains the format that is supported by the OVA file, as well as the instructions to import it and to edit the virtual machine settings.
  • Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vmv8.ova.md5 (or Finesse_500_HTTP_agents_or_250_HTTPS_agents_v9.1.1_vmv8.ova.md5) This file is a verification file (a checksum that is calculated on the OVA file to ensure it is not modified or corrupted). You can run the following command in Linux to verify the checksum: md5sum Finesse_2000_HTTP_agents_or_1000_HTTPS_agents_v9.1.1_vm8.ova

You must purchase the Finesse media kit to obtain the installer. For more information, see the Ordering Guide (http:/​/​www.cisco.com/​web/​partners/​downloads/​partner/​WWChannels/​technology/​ipc/​downloads/​CCBU_​ordering_​guide.pdf).

You can obtain the Cisco Virtual Server (OVA) files needed to create a virtual machine from Cisco.com. Direct your browser to the following URL: http:/​/​www.cisco.com/​cisco/​software/​type.html?mdfid=283613135&flowid=30701.

Install Cisco Finesse on Primary Node

Perform the following procedure to install Cisco Finesse on a primary node.

Procedure
    Step 1   Follow the instructions in the OVA README.txt file to import and deploy the OVA, to edit VM settings, and to power on the VM and edit the BIOS settings in the console.
    Note   

    Do not use Thin Provisioning or a VM snapshot when creating a VM to host Cisco Finesse. The use of Thin Provisioning or snapshots can negatively impact the performance of Cisco Finesse operation.

    Messages appear while the preinstallation script runs. When the preinstallation script ends, the DVD Found screen opens.

    Step 2   Select Yes on the DVD Found screen to begin the verification of the media integrity and a brief hardware check.

    If the media check passes, select OK to open the Product Deployment Selection screen. Continue to Step 3.

    If the media check fails, the installation terminates.

    Step 3   The Product Deployment Selection screen states that the Cisco Finesse product suite will be installed. This screen has only one choice: OK.

    Select OK to open the Proceed with Install screen.

    Step 4   The Proceed with Install screen shows the version of the product that is currently installed (if any) and the version of the product for this ISO. For the initial installation, the version currently installed shows NONE.

    Select Yes on the Proceed with Install screen to open the Platform Installation Wizard screen.

    Step 5   On the Platform Installation Wizard screen, select Proceed to open the Basic Install screen.
    Step 6   Select Continue on the Basic Install screen to launch the Basic Install wizard.

    The Basic Install wizard launches a series of screens that present questions and options pertinent to the platform and the setup configuration. Help is available for each wizard screen.

    The first Basic Install wizard screen is Timezone Configuration.

    Step 7   On the Timezone Configuration screen:
    1. Use the up and down arrows to locate the local time zone that most closely matches your server location. You can also type the initial character of the time zone to move to that item in the list. The Timezone field is based on country and city and is mandatory. Setting it incorrectly can affect system operation.
    2. Select OK to open the Auto Negotiation Configuration screen.
    Step 8   On the Auto Negotiation Configuration screen, select whether you want to use automatic negotiation for the settings of the Ethernet network interface card (NIC).

    If

    Then

    The Ethernet NIC attached to your hub or Ethernet switch supports automatic negotiation.

    Select Yes to open the MTU Configuration screen.

    Proceed to Step 9.

    You want to disable autonegotiation and specify NIC speed and duplex settings.

    Select No to open the NIC Speed and Duplex Configuration screen, where you can manually configure the settings as required for your network.

    Specify the speed of the NIC in megabits per second. Speed options are 10 or 100.

    Specify the duplex setting of the server NIC. Options are Full or Half.

    Select OK to proceed to Step 9.

    Step 9   In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units (1500).

    Your selection of No opens the Static Network Configuration screen.

    Step 10   On the Static Network Configuration screen, enter static network configuration values as follows, referring to the Configuration Worksheet if necessary:
    1. Enter the Host Name.
    2. Enter the IP Address.
    3. Enter the IP Mask.
    4. Enter the GW Address.
    5. Select OK to open the Domain Name System (DNS) Client Configuration screen.
    Step 11   On the DNS Client Configuration screen, select Yes to specify the DNS client information.
    Important:

    DNS client configuration is mandatory for Cisco Finesse. You must select Yes on this screen. If you select No, after the installation is complete, agents will not be able to sign in to the desktop and you will have to reinstall Finesse.

    Step 12   Specify your DNS client information as follows, referring to the Configuration Worksheet if necessary:
    1. Enter the Primary DNS (mandatory).
    2. Enter the Secondary DNS (optional).
    3. Enter the Domain (mandatory).
    4. Select OK to open the Administrator Login Configuration screen.
    Step 13   On the Administrator Login Configuration screen:
    1. Enter the credentials for the administrator. See FAQ on Accounts and Passwords for the permissions and responsibilities of this administrator.
      Important:

      The username for this account must be administrator to ensure all CLI commands function correctly. This username is case-sensitive.

    2. Select OK to open the Certificate Information screen.
    Step 14   On the Certificate Information screen:
    1. Enter the following data to create your Certificate Signing Request: Organization, Unit, Location, State, and Country.
    2. Select OK to open the First Node Configuration screen.
    Step 15   On the First Node Configuration screen, select Yes to indicate that you are configuring the first node.

    Your selection of Yes opens the Network Time Protocol Client Configuration screen.

    Step 16   On the Network Time Protocol Client Configuration screen, enter the IP address, NTP server name, or NTP Server Pool name for at least one external NTP server.
    Note   

    You can add up to five external NTP servers. We recommend that you use a minimum of two.

    Step 17   After you complete the NTP configuration, select OK. This action opens the Security Configuration screen.
    Step 18   On the Security Configuration screen, enter the Database Access Security password, and then select OK.
    Step 19   On the Application User Configuration screen, enter the credentials for the application username.

    See FAQ on Accounts and Passwords for the permissions and responsibilities of the application user.

    Select OK to open the Platform Configuration Confirmation screen. This screen states that the platform configuration is complete.

    Step 20   On the Platform Configuration Confirmation screen, select OK.

    The installation begins.

    The installation can take up to an hour to complete and can run unattended for most of that time.

    During the installation, the monitor shows a series of processes, as follows:

    • Formatting progress bars
    • Copying File progress bar
    • Package Installation progress bars
    • Post Install progress bar
    • Populate RPM Archive progress bar
    • Application Installation progress bars (multiple Component Install screens, security checks)
    • An informational screen saying the system will reboot momentarily to continue the installation
      If you see the following virtual machine question, select Yes, and then click OK:
      Figure 1. Virtual Machine message



    • A system reboot Messages stream down your monitor during the reboot. Some of them prompt you to press a key. Do not respond to these prompts to press a key.
    • Application Pre Install progress bars
    • Configure and Setup Network progress bars
      Note   

      If a Network Connectivity Failure screen appears during the Configure and Setup Network process, click Review, and then click OK at the Errors screen. Follow the prompts to reenter the information that caused the failure. The installation continues when the connection information is complete.

    • Security configuration

    The installation ends at a login prompt.

    The installation of Cisco Finesse has completed successfully.
    
    Cisco Finesse <version number>
    <hostname> login: _

    What to Do Next

    Complete the postinstallation tasks as described in After the Installation (Getting Started).

    Your first postinstallation task is to disable Cisco Security Agent.

    Install Cisco Finesse on Secondary Node

    The following procedure describes how to install Cisco Finesse on a secondary node.

    You must install the version of Finesse on the secondary node that is installed on the primary node. Both nodes must be running the same version.


    Note


    We strongly recommend that you configure a Datastore ISO file on the virtual CD/DVD drive of the target VM to install Finesse.



    Note


    Finesse administration can only be performed on the primary Finesse server. After you install the secondary server, you must sign in to the Administration Console on the primary server to perform configuration tasks (such as configuring reason codes or call variable layout).


    Before You Begin
    Before you perform this procedure, you must complete the following prerequisites:
    • Install the primary Finesse server, as described in the procedure Install Cisco Finesse on primary node, and complete the postinstallation tasks.
    • Use the Finesse Administration Console on the primary Finesse server to configure the secondary Finesse host in the Cluster Settings gadget. For more information, see the section "Cluster settings" of the Cisco Finesse Administration and Serviceability Guide.
    • Ensure that the DNS server has forward and reverse DNS set up for both the primary and secondary node.
    Procedure
      Step 1   Follow the instructions in the OVA README.txt file to import and deploy the OVA, to edit VM settings, and to power on the VM and edit the BIOS settings in the Console.

      Messages appear while the preinstallation script runs. When the preinstallation script ends, the DVD Found screen opens.

      Step 2   Select Yes on the DVD Found screen to begin the verification of the media integrity and a brief hardware check.

      If the media check passes, select OK to open the Product Deployment Selection screen. Continue to Step 3.

      If the media check fails, the installation terminates.

      Step 3   The Product Deployment Selection screen states that the Cisco Finesse product suite will be installed. This screen has only one choice: OK.

      Select OK to open the Proceed with Install screen.

      Step 4   The Proceed with Install screen shows the version of the product that is currently installed (if any) and the version of the product for this ISO. For the initial installation, the version currently installed shows NONE.

      Select Yes on the Proceed with Install screen to open the Platform Installation Wizard screen.

      Step 5   On the Platform Installation Wizard screen, select Proceed to open the Basic Install screen.
      Step 6   Select Continue on the Basic Install screen to launch the Basic Install wizard.

      The Basic Install wizard launches a series of screens that present questions and options pertinent to the platform and the setup configuration. Help is available for each wizard screen.

      The first Basic Install wizard screen is Timezone Configuration.

      Step 7   In the Timezone Configuration screen:
      1. Use the up and down arrows to locate the local time zone that most closely matches your server location. You can also type the initial character of the time zone to move to that item in the list. The Timezone field is based on country and city and is mandatory. Setting it incorrectly can affect system operation.
      2. Select OK to open the Auto Negotiation Configuration screen.
      Step 8   On the Auto Negotiation Configuration screen, select whether you want to use automatic negotiation for the settings of the Ethernet network interface card (NIC).

      If

      Then

      The Ethernet NIC attached to your hub or Ethernet switch supports automatic negotiation.

      Select Yes to open the MTU Configuration screen.

      Proceed to Step 9.

      You want to disable autonegotiation and specify NIC speed and duplex settings

      Select No to open the NIC Speed and Duplex Configuration screen, where you can manually configure the settings as required for your network.

      Specify the speed of the NIC in megabits per second. Speed options are 10 or 100.

      Specify the duplex setting of the server NIC. Options are Full or Half.

      Select OK to proceed to Step 9.

      Step 9   On the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units (1500).

      Your selection of No opens the Static Network Configuration screen.

      Step 10   On the Static Network Configuration screen, enter static network configuration values as follows, referring to the Configuration Worksheet if necessary:
      1. Enter the Host Name.
      2. Enter the IP Address.
      3. Enter the IP Mask.
      4. Enter the GW Address.
      5. Select OK to open the Domain Name System (DNS) Client Configuration screen.
      Step 11   On the DNS Client Configuration screen, select Yes to specify the DNS client information.

      IMPORTANT: DNS client configuration is mandatory for Cisco Finesse. You must select Yes on this screen. If you select No, after the installation is complete, agents will not be able to sign in to the desktop and you will have to reinstall Finesse.

      Step 12   Specify your DNS client information as follows, referring to the Configuration Worksheet if necessary:
      1. Enter the Primary DNS (mandatory).
      2. Enter the Secondary DNS (optional).
      3. Enter the Domain (mandatory).
      4. Select OK to open the Administrator Login Configuration screen.
      Step 13   On the Administrator Login Configuration screen:
      1. Enter the credentials for the administrator. See FAQ on Accounts and Passwords for the permissions and responsibilities of this administrator.
        Important:

        The username for this account must be administrator to ensure all CLI commands function correctly. This username is case-sensitive.

      2. Select OK to open the Certificate Information screen.
      Step 14   On the Certificate Information screen:
      1. Enter the following data to create your Certificate Signing Request: Organization, Unit, Location, State, and Country.
      2. Select OK to open the First Node Configuration screen.
      Step 15   On the First Node Configuration screen, select No to indicate that you are configuring the second node.

      A warning message appears that indicates you must first configure the server on the first node before you can proceed. If you already configured the first node, select OK.

      Step 16   On the Network Connectivity Test Configuration screen, select No to proceed with the installation after connectivity is verified.
      Step 17   On the First Node Configuration screen, specify the information about the first node as follows:
      1. Enter the Host Name of the primary Finesse server.
      2. Enter the IP Address of the primary Finesse server.
      3. Enter the Security Password of the primary Finesse server.
      4. Confirm the Security Password.
      Step 18   Select OK to open the Platform Configuration Confirmation screen.
      Step 19   On the Platform Configuration Confirmation screen, select OK.

      The installation begins.

      The installation can take up to an hour to complete and can run unattended for most of that time.


      What to Do Next

      After the installation is complete, check the replication status to ensure it is functioning correctly. For more information, see Replication.


      Note


      It can take 10 to 20 minutes to fully establish replication between the two nodes.


      Next, you must disable Cisco Security Agent. For more information, see Disable Cisco Security Agent.