Installing and Configuring Cisco Hosted Collaboration Solution for Contact Center, Release 9.0
Prerequisites
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Prerequisites

Prerequisites

Required Hardware

HCS for Contact Center Release 9.0 supports Tested Reference Configurations and Specification-Based Hardware.

Tested Reference Configurations

This section lists the specifications for the UCS B230 M2 blade server. The source system at the partner or service provider uses one core server for the golden template environment. The customer destination system must run in a duplexed environment using a pair of core Unified Computing System (UCS) B230 M2 blade servers—known as Side A and Side B.

Server Model

Cisco UCS B230 M2 Tested Reference Configuration (TRC) blade server

CPU Type

Intel(R) Xeon(R) CPU E7-2870 @ 2.40GHz

CPU Cores

Two 10-core CPUs

Memory

128 GB

Disks

Diskless

Virtual Interface

Cisco Virtual Interface Card (VIC:PCIe 2-port 10 Gigabit Ethernet)

Part Number UCS-B230M2-VCDL1

Spec-based Hardware Support

HCS for Contact Center Release 9.0 supports specification-based hardware, but limits this support to only UCS B-Series blade hardware. This section provides the supported server hardware, component version, and storage configurations.

Table 1 Hardware Requirements

Server

Component

Description

Cisco UCS B2XX Blade Server

For example, Cisco UCS-B200M2-VCS1 Blade Server or Cisco UCS-B230M2-VCDL1Blade Server

CPU Type

Intel Xeon 5600 family 2.53 GHz physical core speed minimum

Intel Xeon 7500 family 2.53 GHz physical core speed minimum

Intel Xeon E7-2800 family 2.4 GHz physical core speed minimum

Intel Xeon E7-4800 family 2.4 GHz physical core speed minimum

Intel Xeon E7-8800 family 2.4 GHz physical core speed minimum

CPU Core

10 minimum

Memory

64 GB minimum

Virtual Interface Card

2 Ethernet NIC configured Cisco UCS M71KR-Q or Cisco UCS M81KR (CoW)

Cisco Unified Border Element Enterprise Gateway

ISR G2 with combo TDM and VXML

Cisco recommends Gateways 3925E and 3945E.


Note


For spec-based hardware, total CPU reservations must be within 65% of the available CPU of the host and total memory reservations must be within 80% of the available memory of the host.


Required Software

The following table contains the software requirements for core cisco components of HCS for Contact Center.

Component

Major Release Version

Unified CCE

9.0(2) or later MR

Unified CVP

9.0(1) or later MR

Cisco Finesse

9.0(1) or later MR

Unified CM

9.0(1)

Unified Intelligence Center

9.0(1) or later MR

Unified CCDM

9.0(1) or later MR

Unified Communications Domain Manager 8.1.0

Cisco IOS Gateways

15.2(3) T1 or later MR

UCS Manager

2.0(2r)

Nexus 1000v

Nexus1000v.4.2.1.SV1.5.1

ASA

8.4.3

Automation Software

Automation software is required for golden templates only.

Software

Version

Download

Notes

GoldenTemplateTool_901 zip file

9.0(1)

Go to https://communities.cisco.com/docs/DOC-30791.

Click Download Software.

Then select HCS for CC Deployment Scripts.

Download and extract the GoldenTemplateTool_901 zip zip file to run the automation tool. See Automated Cloning and OS Customization.

PowerCLI

Version 5.0, 32-bit

Download and then install this VMWare tool on the client computer from which the automation scripts will be run.

http://downloads.vmware.com/d/details/pcli50/dHRAYnQlKmpiZHAlJQ==

Use PowerCLI to run the automation script.

WinImage

WinImage 8.5

Download and then install WinImage 8.5 on the client computer from which the automation scripts will be run.

http://winimage.com/download.htm.

Used in the configuration of the:

  • Cisco Unified Communications Manager publisher and subscribers
  • Cisco Unified Intelligence Center publisher and subscriber
  • Cisco Finesse primary and secondary nodes

WinImage creates a floppy image (.flp file) from the platformConfig.xml file. This file contains the parameters for the customization of the publishers/primary and subscribers/secondary nodes.

Third-Party Software

Software

Version

Notes

Microsoft Windows Server 2008 R2 Standard Edition

Service Pack 1

Used for:

  • Unified CCE Call Server
  • Unified CCE Data Server
  • Unified CVP Server
  • Unified CVP OAMP Server
  • Unified CVP Reporting Server

Microsoft SQL Server 2008 R2 x64 Standard Edition

Service Pack 1

Used for Unified CCE Data Server

vCenter Server

5.0

Required for deploying virtual machines. http://downloads.vmware.com/

ESXi Server

5.0

Required for deploying virtual machines. www.vmware.com/go/get-free-esxi

vSphere Client

5.0

http://downloads.vmware.com/

vSphere client is a free software provided by VMWare. It is required for managing a virtualized infrastructure.

Datastore and network configuration of the ESXi host must be done manually.

Anti-Virus

One of:

  • Symantec Endpoint Protection 11.0/12.1
  • Trend Micro Server Protect version 5.7/5.8
  • McAfee VirusScan Enterprise 8.7i/8.8i

Required for all applications that run on the Windows platform.

For more information, see Install Anti-Virus Software.

Microsoft Excel

Release 2003 or later

Microsoft Excel Release 2003 or later is used to provide the input data for the datasheet used for the automation. For more information, see Complete Automation Spreadsheet.

Internet Explorer

9.0

Unified CCDM, Cisco Finesse Agent Desktop, and Unified Intelligence Center reports.

Required Software Licenses

The following table contains the number of software licenses required to deploy a single instance of Cisco Hosted Collaboration Solution for Contact Center for the 500 agent deployment.



Table 2 License Requirements for 500 Agent Deployment

Software Type

Number of Licenses

Total Number of Licenses

Microsoft Windows Server 2008 Standard Edition

8 (7 required, 1optional)

Unified CCE

4

Unified CVP

2

Unified CVP OAMP

1

Unified CVP Reporting Server (Optional)

Note   

This is a mandatory component for Courtesy Call Back.

1

Microsoft Windows SQL Server 2008 Standard Edition

2

Unified CCE

2

The following table contains the number of software licenses required to deploy a single instance of Cisco Hosted Collaboration Solution for Contact Center for the 1000 agent deployment.



Table 3 License Requirements for 1000 Agent Deployment

Software License

Number of Licenses

 

Microsoft Windows Server 2008 Standard Edition

10 (9 required, 1 optional)

Unified CCE

4

Unified CVP

4

Unified CVP/OAMP

1

Unified CVP Reporting Server (Optional)

Note   

This is a mandatory component for Courtesy Call Back.

1

Microsoft Windows SQL Server 2008 Standard Edition

2

Unified CCE

2

The following table contains the number of software licenses required for Unified CCDM.

Table 4 License Requirements for Unified CCDM
Software Type Number of Licenses
Microsoft Windows Server 2008 Standard Edition 4
Microsoft Windows SQL Server 2008 Enterprise Edition 2

Configuration Software

Software Download Notes
Cisco HCS for Contact Center Day 1 configuration files for 500 agents and 1000 agents https://communities.cisco.com/docs/DOC-30157 Import these files into the Unified CCE Data Server. For more information, see Load Base Configuration.
Domain change script https://communities.cisco.com/docs/DOC-30310

Run this software to modify the domain name in System Information. For more information, see Load Base Configuration.

Open Virtualization Format Files

Open Virtualization Format files (OVAs) are required for golden templates.

OVA files are contained in the HCS-CC 9.0-OVA.zip file at https://communities.cisco.com/docs/DOC-30288. Download and extract this file and save the OVAs to your local drive. You can browse to them from the vCenter.

The following OVA's are for HCS Core Components :
Software OVA
  • Cisco Unified Contact Center Enterprise (Unified CCE Call Server and Unified CCE Data Server)
  • Cisco Unified Customer Voice Portal (Unified CVP Call/VXML/Media, Unified CVP Reporting Server, and Unified CVP OAMP Servers)
  • Cisco Unified Contact Center Domain Manager DB server
  • Cisco Unified Contact Center Domain Manager Web server
HCS-CC_9.0_CCE-CVP_vmv8_v1.0.ova

Cisco Unified Communications Manager (Publisher and Subscriber)

cucm_9.0_vmv8_v1.5.ova

Cisco Unified Intelligence Center (Unified Intelligence Center) (Publisher and Subscriber)

HCS-CC_9.0_CUIC_vmv8_v1.0.ova
Cisco Finesse Primary and Secondary HCS-CC_9.0_Finesse_vmv8_v1.0.ova

HCS for Contact Center uses the four OVAs that define the basic structure of the corresponding VMs that are created - including the CPU, RAM, disk space, reservation for CPU, and reservation for memory.

HCS Core Components OVA


Note


The VMs and software components are optimized for Cisco HCS for Contact Center. You must use the OVAs for Cisco HCS for Contact Center.


Related References
Related Information

Hosted Collaboration Solution for Contact Center OVA

The Cisco Hosted Collaboration Solution for Contact Center OVA filename HCS-CC_9.0_CCE-CVP_vmv8_v1.0.ova contains the deployment configurations for both the 500 and 1000 agent deployments.

500 Agent Deployment Configurations

The 500 agent deployment requires the following configurations:

  • CCE Call Server- 500 Agent
  • CCE Data Server- 500 Agent
  • CVP Call/VXML Server- 500 Agent
  • CVP Reporting Server- 500 Agent
  • CVP OAMP Server- 500 Agent
  • Unified CCDM Database Server
  • Unified CCDM Web Server

1000 Agent Deployment Configurations

The 1000 agent deployment requires the following configurations:

  • CCE Call Server- 1000 Agent
  • CCE Data Server- 1000 Agent
  • CVP Call/VXML Server - 1000 Agent
  • CVP Reporting Server- 1000 Agent
  • CVP OAMP Server - 1000 Agent
  • Unified CCDM Database Server
  • Unified CCDM Web Server

Unified Intelligence Center OVA

The Cisco Unified Intelligence Center Reporting Server OVA filename HCS-CC_9.0_CUIC_vmv8_v1.0.ova contains the Unified Intelligence Center deployment configuration for the Publisher and Subscriber nodes.

Unified Communications Manager OVA

The Unified Communications Manager OVA filename cucm_9.0_vmv8_v1.5.ova contains the Unified Communications Manager deployment configuration for the Publisher and Subscriber nodes.

  • For 500 agent deployment model use 2500 users.

    Note


    Manually change 1 vCPU reservation to 2 vCPUs for 500 agent deployment model.


  • For 1000 agent deployment model use 7500 users.

Cisco Finesse OVA

The Cisco Finesse OVA filename HCS-CC_9.0_Finesse_vmv8_v1.0.ova contains the Cisco Finesse deployment configuration for the Publisher and Subscriber nodes.

Checklists

Sequence Task Done
1 Prerequisites  
  Required Hardware  
  Required Software  
  Required Software Licenses  
2 Shared Management  
  Install and Configure Unified CCDM  
  Install and Configure Unified Communications Domain Manager  
  Install and Configure ASA Firewall and NAT  
3 Create Golden Template  
  Create Golden Template for Unified CCE Call Server  
  Create Golden Template for Unified CCE Data Server  
  Create Golden Template for Unified CVP Server  
  Create Golden Template for Unified CVP OAMP Server  
  Create Golden Template for Unified CVP Reporting Server  
  Create Golden Template for Cisco Finesse  
  Create Golden Template for Cisco Unified Intelligence Center  
  Create Golden Template for Cisco Unified Communications Manager  
4 Configure Customer Instance Network Infrastructure  
  Implement UCS Platform  
  ESX Boot from SAN  
  Deploy Nexus 1000v  
  Create Two-Way External Trust  
5 Clone and OS Customization  
  Download Automation Tool  
  Complete Automation Spreadsheet  
  Run Automation Script  
6 Configure Customer Instance  
  Configure Unified CCE Call Server  
  Configure Unified CCE Data Server  
  Configure Unified CVP  
  Configure Cisco IOS Enterprise Voice Gateway  
  Configure Unified Intelligence Center  
  Configure Unified Communications Manager  
  Configure Cisco Finesse  
7 Administration  
  Provision Unified CCE Using Unified CCDM  
  Provision Unified Communications Manager Using Unified Communications Domain Manager