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

Contents

Shared Management

Install and Configure Unified CCDM

For Cisco HCS Release 9.0, implement a dual-tier (distributed) system as shown in the following figure. This involves separating the web and application components (App/Web Server) of the Unified CCDM from the database server components.

Figure 1. Unified CCDM Dual-Tier Deployment

Deploy Unified CCDM Database Server and Web server from the OVA

Follow this sequence of tasks to deploy Unified CCDM database server from the OVA.

After each task, return to this page to mark the task "done" and continue the sequence.

Sequence

Done?

Tasks

Notes

1

 

Download HCS-CC_9.0_CCE-CVP_vmv8_v1.0.ova

2

 

Create the virtual machine for the Unified CCDM DB Server

Create Virtual Machines from Cisco HCS for Contact Center OVA.

3

 

Install Microsoft Windows Server 2008 R2

Install Microsoft Windows Server 2008 R2

4

 

Configure Windows

Configure Windows

5

 

Install SQL Server

Install Microsoft SQL Server

6

 

Configure Post-Install

Configure Post-Install SQL

7

 

Install Unified CCDM Components on Side A and Side B- Install database server and Set up Database

Install Unified CCDM Components on Side A and Side B

8

 

Configure Unified CCE for Unified CCDM Connectivity

Configure Unified CCE for Unified CCDM Connectivity

Follow this sequence of tasks to deploy Unified CCDM web server from the OVA.

Sequence

Done?

Tasks

Notes

1

 

Download HCS-CC_9.0_CCE-CVP_vmv8_v1.0.ova

Hosted Collaboration Solution for Contact Center OVA

2

 

Create the virtual machine for the Unified CCDM Web Server

Create Virtual Machines from Cisco HCS for Contact Center OVA.

3

 

Install Microsoft Windows Server 2008 R2

Install Microsoft Windows Server 2008 R2

4

 

Configure Windows

Configure Windows

5

 

Install Unified CCDM Components on Side A and Side B- Install App/Web server

Install Unified CCDM Components on Side A and Side B

6

 

Configure Unified CCE for Unified CCDM Connectivity

Configure Unified CCE for Unified CCDM Connectivity

Install Microsoft Windows Server 2008 R2

You need to install Windows 2008 for the Unified CCDM. See Install Microsoft Windows Server 2008 R2.

Install Microsoft Windows Server 2008 R2

Complete the following procedure to install Microsoft Windows Server 2008.

Procedure
    Step 1   Mount the Microsoft Windows Server 2008 R2 ISO image to the CD/DVD drive of the newly deployed virtual machine that you created in the procedures. See Mount ISO File.
    Step 2   Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.
    Step 3   Click Install Now.
    Step 4   Select Full install for the Windows Server 2008 R2 standard. Then click Next.
    Step 5   Accept the license terms.
    Step 6   Select Custom (Advanced). Choose disk 0 unallocated space and then click Next. The install begins.
    Step 7   At the conclusion of the installation, click OK at the prompt to enter and confirm the user password.
    Step 8   At the Customize This Server section of the initial configuration tasks, select Enable Remote Desktops. Select the middle option: Allow connections from computers running any version of Remote Desktop.
    Step 9   Open the Network and Sharing Center and select Local Area Connections.
    Step 10   In the Network Settings dialog box, configure the network settings and the Domain Name System (DNS) data.
    1. Select Properties. Then select Internet Protocol Version 4.
    2. Select Properties again. Then select Use the following IP Address.
    3. Enter the IP address, Subnet mask, and Default gateway.
    Step 11   Run Service Pack 1 for Windows Server 2008 R2.
    Step 12   Run MS Windows Update.

    Once the MS update is done, click Do not enable automatic updates.


    Configure Windows

    Complete the following procedure to configure Windows on all the Unified CCDM servers.

    Windows Feature Requirements for Unified CCDM

    All the servers hosting the Unified CCDM require the following Windows 2008 R2 features:
    • Microsoft .NET Framework 3.5 SP1
    • TCP Activation
    • Named Pipes Activation
    • File Server

    In addition to these features you must enable the following components on the associated servers:

    • Machines hosting the Database Server component
      • Incoming Remote Transactions
      • Outgoing Remote Transactions
    • Machines hosting the App/Web Server Component
      • IIS Elements
        • Static Content
        • Default Document
        • Directory Browsing
        • HTTP Errors
        • ASP.NET
        • .NET Extensibility
        • ISAPI Extensions
        • ISAPI Filters
        • HTTP Logging
        • Request Monitor
        • Basic Authentication
        • Windows Authentication
        • Request Filtering
        • Static Content Compression
        • IIS Management Console
        • IIS 6 Management Compatibility
      • Web Server (IIS) Tools

    Note


    Prerequisite software that is not distributed with Unified CCDM is marked in bold and must be installed on the appropriate servers before you install the Unified CCDM.


    Turn Off FIPS Compliance

    Complete the following procedure to turn off the FIPS compliance checking:

    Procedure
      Step 1   Choose StartAll Programs > Administrative Tools > Local Security Policy.
      Step 2   Open theLocal Policies folder, and then click Security Options to view the list of policies.
      Step 3   Ensure that you disable the Policy System cryptography: Use FIPS compliant algorithms for encryption, hashing and signing.

      Disable UAC

      User Account Control (UAC) protects the operating system from malicious programs. When enabled, UAC may cause issues with the software used to install the Unified CCDM. Disable UAC on all servers before you install the Unified CCDM. Complete the following procedure to disable UAC.

      Procedure
        Step 1   Choose Start > Control Panel > User Accounts > Change User Account Control settings.
        Step 2   Click Never Notify to disable UAC.
        Step 3   Click OK.
        Step 4   Restart your machine to commit the new UAC settings.

        You have now disabled UAC and are ready to install the Unified CCDM.

        Note   

        Re-enable UAC after you complete the Unified CCDM installation.


        What to Do Next

        Place the Unified CCDM servers on Service Provider Management AD domain.

        Install Microsoft SQL Server


        Note


        Install Microsoft SQL server 2008 R2 Enterprise Edition.


        Complete the following procedure to install Microsoft SQL server:

        Procedure
          Step 1   Choose the Installation menu option in the Microsoft SQL Server Installation Center.
          Step 2   Click New installation or add features to an existing installation.

          The Setup Support Rules page displays system validation for the installation of Microsoft SQL Server 2008 R2.

          Step 3   When the validation passes, click OK.
          Step 4   Enter the product key for Microsoft SQL Server 2008 R2 and click Next.
          Step 5   Select I accept the license terms check box and click Next.
          Step 6   Click Install.
          Step 7   Review the results and make any necessary changes if required and click Next.
          Step 8   Choose the SQL Server Feature Installation option and click Next.
          Step 9   Select the following Instance Features:
          • Database Engine Services
            • SQL Server Replication
          • Client Tools Connectivity
          • Management Tools – Basic
            • Management Tools – Complete
          Step 10   Update the installation directories to install in the required locations and click Next.
          Step 11   Correct any issues that have been flagged by the Installation Rules check and then click Next to proceed.
          Step 12   Select default Instance ID MSSQLSERVER.
          Step 13   Update the Instance root directory to be installed on the required drive and then click Next to proceed.
          Step 14   Check the the disk space requirements and click Next.
          Step 15   Choose the Service Accounts tab and set the following service configuration:
          • Locate the SQL Server Agent entry in the Service column, and set the corresponding Account Name to NT AUTHORITY\SYSTEM and the Startup Type to Automatic.
          • Locate the SQL Server Database Engine entry in the Service column and set the corresponding Account Name to NT AUTHORITY\SYSTEM.
          Step 16   Choose the Collation tab and ensure that the Database Engine is configured with Latin1_General_CI_AS (Latin1_General, Case In-sensitive, Accent Sensitive) collation. Click Next.
          Step 17   In the Database Engine Configuration window, configure the following:
          • Select Mixed Mode authentication and enter a password for the server administrators user.
          • In the Specify SQL Server administrators panel click Add Current User. Also, add any other accounts that require administrator permissions to the Database, for example, Domain Admins and Service Accounts.
          • Click Next.
          Step 18   In the Error Reporting window, click Next.

          Installation checks are performed in the Installation Configuration Rules page.

          Step 19   Correct any reported problems and click Next.
          Step 20   Review the installation summary and click Install to begin installing SQL Server 2008 R2.
          Step 21   When the installation is complete click Close.

          What to Do Next

          When the Microsoft SQL Server 2008 R2 installation completes, locate and install Microsoft SQL Server 2008 R2 Service Pack 1 before proceeding.

          Configure Post-Install SQL

          Complete the following procedures for post-install for SQL configuration:

          Configure DTC

          Complete the following procedure to configure Distributed Transaction Coordinator (DTC):

          Procedure
            Step 1   Choose Start > All Programs > Administrative Tools > Component Services.
            Step 2   Expand Component Services > Computers > My Computer > Distributed Transaction Coordinator.
            Step 3   Right-click Local DTC and select Properties.
            Step 4   Select the Security tab.
            Step 5   In the Security tab, configure the following:
            • Ensure that Security Settings has Network DTC Access selected, and that Transaction Manager Communication has Allow Inbound and Allow Outbound selected.
            • Set Transaction Manager Communication to No Authentication Required.
            • Click OK.

            Configure SQL Server Network Protocols

            Complete the following procedure to configure SQL Server network protocols:

            Procedure
              Step 1   Choose Start > All Programs > Microsoft SQL Server 2008 R2 > Configuration Tools > SQL Server Configuration Manager.
              Step 2   Expand SQL Server Network Configuration and click Protocols for MSSQLSERVER.
              Step 3   Right-click Named Pipes, choose Enable, and click OK in the confirmation message.
              Step 4   Right-click TCP/IP, choose Enable, and click OK in the confirmation message.
              Step 5   Click SQL Server Services, then right-click SQL Server (MSSQLSERVER) and choose Restart to restart the SQL Server process.
              Step 6   Close the SQL Server Configuration Manager window.

              Configure Windows Server 2008 R2 Firewall for SQL Server

              Complete the following procedure to configure Windows server 2008 R2 firewall for SQL server

              Procedure
                Step 1   Choose Start > All Programs > Administrative Tools > Server Manager.
                Step 2   Expand Configuration > Windows Firewall with Advanced Security and click Inbound Rules.
                Step 3   In the Actions pane, click New Rule.
                Step 4   Choose Port as the rule type and click Next.
                Step 5   Choose TCP as the protocol and enter 1433 as the specific local port. Click Next.
                Step 6   Choose Allow. Click Next.
                Step 7   Choose the profile options that are appropriate to your deployment and click Next.
                Step 8   Enter a name for the rule and click Finish to create the rule.
                Step 9   Close the Server Manager window.

                SQL Server Backup Guidelines

                • Regularly backup the SQL Server databases and truncate transaction logs to prevent them from becoming excessively large.
                • Schedule backups when there is no user activity.

                Install Unified CCDM Components on Side A and Side B

                For dual-tier systems, perform a complete installation on the Side A servers, and then perform a complete installation on the Side B servers. After you verify the prerequisites of the installed software, install the Unified CCDM components in the following order:
                1. Install Database Server
                2. Set up Database
                3. Install the App/Web Server

                Note


                Do not use hyphens in the server name. Hyphens are not supported.

                Start Unified CCDM

                Complete the following procedure to start Unified CCDM:

                Procedure
                Insert the Unified CCDM DVD.
                • If auto-run is enabled on the server, a window opens automatically showing a list of Unified CCDM components under Server Installation on the left-hand side.
                • If auto-run is disabled and you do not see the Installation Components screen, double-click the autorun.bat file located on the DVD to launch the Unified CCDM installer manually.
                • If UAC is not disabled, right-click autorun.bat file located on the DVD and select Run as administrator option to launch the installation manually.
                • Some anti-virus software may state that the autorun.hta script file is malicious. Ignore and continue with the installation.

                What to Do Next

                Install the Database Server component and App/Web Server components as described in the following sections. Make sure that the prerequisites are met before you perform these installations. For more information on the prerequisites, see Windows Feature Requirements for Unified CCDM.

                Install Database Server

                Complete the following procedure to install the Database server:

                Procedure
                  Step 1   Choose the component Database server and click Install.
                  Step 2   Click Next.
                  Step 3   Select I accept the terms in the license agreement in the License agreement window.
                  Step 4   Enter the passphrase using 6 to 35 characters and confirm the same passphrase in the Cryptography Configuration window.

                  This passphrase is used for encrypting and decrypting system passwords and must be the same for all the servers in the cluster. The contents in the Confirm Passphrase must be identical to the passphrase entered above.

                  Step 5   Configure the following in the Configure Database:
                  • Catalog Name — Enter a name for the database catalog that is used for Unified CCDM. It is recommended that you use the default name of Portal.
                  • Connect Using — Select this option to use the login credentials to connect.
                  • Windows authentication — Enter the credentials of application This is the recommended option.
                  • SQL Server authentication — Enter the SQL Server Login ID and Password. Use this option only if you are using a database catalog on a different domain.
                  Step 6   In the Destination Folder window, you can click Change to change the location for the Database Server installation. It is not necessary to install all the Unified CCDM components to the same location.
                  Step 7   Select the following in Setup Type:

                  Complete - A complete installation of all the components. This is the preferred option for most installations.

                  Custom - Allows the user to select from a variety of options that may be installed to the system.

                  Note   

                  Only advanced users should use the Custom option.

                  Step 8   Click Install.
                  Step 9   After the installation has completed, immediately to set up your database, check the Launch Database Management Utility check box. You can also set up your database manually at a later date.
                  Step 10   When the installation completes, click Finish.

                  Set up Database

                  If you selected the Launch CCDM Database Management Utility check box after installing the Database component, the database set up wizard launches automatically.

                  Or

                  You can also launch the database install tool manually from Start > All Programs > Domain Manager > Database > Database Installer.

                  Complete the following procedure to setup the database server:

                  Procedure
                    Step 1   Choose Install a new database from the Database setup page.
                    Step 2   Click Next.
                    Step 3   Enter the following details in the SQL Server Connection Details page:
                    • Server Name The name defaults to the Database Server machine name. Accept the default (local).
                    • Database Name Enter or select the name of the database catalog to use for Unified CCDM. It is recommended that you use the default name of Portal. This should match the database catalog name specified during Database Server installation.
                    • Connect Using Select this option to use the login credentials to connect.
                    • Windows authentication
                    • Select this option to use the windows account information to log in to your computer. This is the recommended option.
                    • SQL Server authentication
                    • Select this option only if you are using a database catalog on a different domain. Enter your SQL Server Login Name and Password in the fields provided.
                    Step 4   Click Test Connection to make sure the connection to the SQL Server is established.
                    Step 5   Click Next.
                    Step 6   Choose Replicated Configuration if the installation is on the Side B server.
                    Step 7   Click Next.
                    Step 8   In the Setup Replication window, if this database installation is not side B of a replicated system, just click Next. If this database installation is side B of a replicated system, select Replicated Configuration and set up the replication folder share as follows:
                    • Share Name The name of the share for the ReplData folder. By default this is ReplData.
                    • Folder Path The path of the ReplData folder. This is configured in SQL Server, and is by default C:\Program Files\Microsoft SQL Server\MSSQL\repldata.
                    • Click Next.
                    Step 9   If you are performing the Complete Installation, accept the default values in Configure the Location of Data Files.
                    Step 10   Click Next.
                    Step 11   In the Configure the Location of Data Files window, if you are not using a custom installation of SQL Server, accept the defaults and click Next. If you are using a custom installation of SQL Server, configure the data files as follows:
                    • Select the check box or boxes beside the file group or file groups you want to change.
                    • To change the Location, browse to the new location.
                    • To change the Max Size, specify the amount of space that should be allocated for the chosen file group or file groups.
                    • To specify a different Initial Size, first uncheck Set Initial Size to Max Size.
                    • You can also choose an unlimited file size by selecting Unrestricted Size, but this is not supported.
                    • Click Update to save your changes.
                    • Click Default to restore the settings for all file groups to their default.
                    • Click Next when you have finished.
                    Step 12   Configure the following in the Configure SQL Server Agent Service Identity page:
                    • Account Type - The type of user account that will be used. For a distributed installation, this must be Domain.
                    • User Name - Enter the name of the user account. Default value is portal_user. If you used a different name when setting up the account, enter that name instead.
                    • Automatically create the user account if missing - For a single-sided single server system, it is possible to create a local user automatically by selecting this check box.
                    • Password - Create a password for the new user, conforming to your individual system’s complexity requirements.
                    • Confirm Password - You will not be able to continue until the contents of this field are identical to the password entered above.
                    Step 13   Click Next.
                    Step 14   In the Web Application Servers Network Service Configuration window, configure the following:
                    • Domain - The network domain in which the web server is on, for example ACMEDOM.
                    • Machine Name - The name of the machine, for example WEBSERVERA.
                    • Click Add to add each Web Server to the list.
                    • When all Web Servers have been added, click Next.
                    Step 15   In the Ready to install the Database window, click Next to begin installation.
                    Step 16   Click Close to close the installer.

                    What to Do Next

                    After you complete the installation, you must perform the following:

                    • Disconnect the iso file.
                    • Enable Auto-growth for the Portal Database.

                    Enable Auto-growth for the Portal Database

                    Before you install the App/Web Server, you must enable auto-growth for the portal database on both sides of Unified CCDM database servers.

                    Procedure
                      Step 1   Choose Start > All Programs > Microsoft SQL Server 2008R2 > SQL Server Management Studio.
                      Step 2   Click Connect > Databases and then expand System Databases.
                      Step 3   Right-click Portal and select Properties.
                      Step 4   Check Enable Auto growth.
                      Step 5   Set the Percent to 10.
                      Step 6   Click OK.

                      Install the App/Web Server

                      Complete the following procedure to install the App/Web server component:

                      Procedure
                        Step 1   Choose the component App/Web server and click Install.
                        Step 2   Click Next.
                        Step 3   Select I accept the terms in the license agreement in the License agreement window.
                        Step 4   Enter the passphrase using 6 to 35 characters and confirm the same in the Cryptography Configuration window.

                        This passphrase is used for encrypting and decrypting system passwords and must be the same for all the servers in the cluster. The contents in the Confirm Passphrase must be identical to the passphrase entered above.

                        Step 5   Configure the following in the Configure Database:
                        • SQLServer Name - Enter the database server machine name. The default of the local machine is valid only when installing on the Database Server.
                        • Catalog Name - Enter or select the name you selected while installing the Database Server component. The default value is Portal.
                        • Connect Using - Select the radio button of the login credentials you wish to apply.
                        • Windows authentication - This is the recommended option.
                        • SQL Server authentication - Select this option only if you are using a database catalog on a different domain. For this option you must enter your SQL Server Login Name and Password in the fields provided.
                        Step 6   In the Ready to Install the Program window click Install. When the installation completes, click Finish.

                        Your computer reboots for the changes to take affect.


                        What to Do Next

                        After you complete the installation, you must disconnect the iso file.

                        Replicate Database

                        For replicated systems, repeat this installation for side B. It is recommended that you complete the side A installation of all components before installing side B.

                        Configure Unified CCE for Unified CCDM Connectivity

                        Complete the following procedures to configure the cluster components to connect the Unified CCE to the Unified CCDM:

                        1. Configure Unified CCE Administrative Workstations for Unified CCDM
                        2. Configure Unified CCE AWDB for Provisioning
                        3. Configure Unified CCDM Cluster
                        4. Configure Replication

                        Configure Unified CCE Administrative Workstations for Unified CCDM

                        If you use SQL Server Authentication to connect Unified CCDM to Unified CCE, no configuration of the Administrative Workstation Database (AWDB) is required. If you do not use the SQL login, you must configure the AWDB to connect the Unified CCDM to Unified CCE.

                        Complete the following procedure to configure AWDB:

                        Procedure
                          Step 1   Sign in to the Cisco Unified CCE Database Server with local administrative privileges.
                          Step 2   Choose Start > Programs > Microsoft SQL Server > Management Studio and connect to the server.
                          Step 3   Open the Security folder and right-click Logins.
                          Step 4   In the Login-New window, choose New Logins.
                          Step 5   Add SQL logins for both the Side A and Side B Unified CCDM Servers.
                          Step 6   Configure the General page as follows:
                          1. In the Login Name field, enter the name for the machine in the following format: <DOMAIN>\<Unified CCDM-HOSTNAME>$.
                          2. Choose Windows Authentication unless you are connecting to a server on another domain.
                          3. Click OK.
                          Step 7   Configure the User Mapping page as follows:
                          1. In the Users mapped to this login field, check AWDB.
                          2. In the Database role membership for field, check the following roles to grant to the AWDB login:

                            public

                            db_datareader

                          Step 8   Click OK.

                          Configure Unified CCE AWDB for Provisioning

                          For each Unified CCE instance that Unified CCDM Resource Management connects to, Unified CCE must meet the following criteria:

                          • Unified CCDM Resource Management uses Cisco ConAPI for provisioning connections. This interface should have all the connections made to a primary distributor AW. If the AW is dual-sided, both the sides must be primary distributors.
                          • Configure an Application Instance on each AW for Unified CCDM to connect to Unified CCE. For provisioning multimedia resources, configure the Application Instance with Application Type: <Other> instead of the standard Cisco Voice.

                          For multiple Unified CCE instances that Unified CCDM Resource Management connects to, Unified CCE must meet the following criteria:

                          • Cisco ConAPI only supports connection to one Application Instance on each physical server. Therefore, each instance requires a distinct primary distributor AW to connect to.
                          • Multiple Unified CCE instances supports the parent/child AW configurations.
                          Create an Application Instance

                          Complete the following procedure to create an application instance.

                          Procedure
                            Step 1   Open the Configuration Manager on the Cisco Unified CCE Database Server Side A.
                            Step 2   Under Tools/List Tools, double-click Application Instance List.
                            Step 3   Click Retrieve to display the list of configured application instances. Click Add to create a new application instance.
                            1. Enter a unique name to use for the application instance in the Name field.
                            2. Enter a password for the Portal in the Application key field.
                            3. Choose Cisco Voice for Application Type.

                              For provisioning multimedia resources, choose Other for Application Type.

                            4. Choose Full read/write permissions in the Permission level field.
                            Step 4   Record these details to use when you configure the cluster.
                            Step 5   Click Save and then click Close.

                            Set up CMS Server on Unified CCE

                            Complete the following procedure to set up the Configuration Management Service (CMS) server on each Unified CCE:

                            Procedure
                              Step 1   On the Cisco Unified CCE Database Server, choose Start > Program Files > Cisco Unified CCE Tools > Administration Tools > CMS Control.
                              Step 2   Click Add and configure the following in the Application Connection Details page:
                              1. ICM Distributor AW link - Enter the name of the Unified CCDM Database Server. This should be in all capital letters, with Server appended, for example, CCMPDBServer.
                              2. ICM Distributor AW RMI registry port - Enter the Unified CCE AW port number for the Unified CCDM provisioning service to connect to. This is usually 2099, however, if the Unified CCDM provisioning service connects to multiple Unified CCE, instances each instance should use a different port.
                              3. Application link - Enter the name of the Unified CCDM Database Server. This should be in all capital letters, with Client appended, for example, CCMPDBClient.
                              4. Application RMI registry port - Enter the Unified CCDM Database Server for the Unified CCE AW to connect to.

                                Preferably, this should be the same as for the ICM Distributor AW RMI registry port. Each Unified CCE AW must connect to a different port on the Database Server. You should record this information for future use.

                              5. Application host name- Enter the server name, for example, Unified CCDM.
                              Step 3   Click OK twice to save your changes and to close the CMS control console.

                              Configure Unified CCDM Cluster

                              For the Unified CCDM to operate correctly, establish communications channels between the different Unified CCDM components so that each individual Unified CCDM component connects to the appropriate channels in the event of a failure.

                              Complete the procedures in the following order for Unified CCDM cluster configuration:

                              1. Launch the Integrated Configuration Environment
                              2. Set up Servers
                              3. Create Unified CCDM Tenants and Folders and Equipment Mapping
                              Launch the Integrated Configuration Environment

                              Complete the following procedure to launch the Integrated Configuration Environment (ICE) in Unified CCDM Dataserver.

                              Procedure
                                Step 1   Choose Start > Programs > Domain Manager > Configuration Tools > Integrated Configuration Environment.

                                The Database Connection page appears.

                                Step 2   Enter the following details in the Database Connection page:
                                1. The Server Name field default value is the current machine. You cannot change this value.
                                2. In the Database field, accept the default value (Portal).
                                3. In the Authentication field, accept the default value.
                                Step 3   Click OK to open the ICE.

                                What to Do Next

                                Configure the communications channels for the Unified CCDM components in the Unified CCDM Integrated Configuration Environment (ICE) tool.

                                Set up Servers

                                Complete the following procedures to setup the servers.

                                Set up Unified CCDM Servers

                                Complete the following procedure to set up Unified CCDM servers:

                                Procedure
                                  Step 1   In the ICE Cluster Configuration tool, choose Setup tab and click Setup UCCDM Servers to start the wizard and click Next.
                                  Step 2   In Select Deployment Type, select your chosen deployment type.
                                  Step 3   In Configure Redundancy select whether you would like to configure a single-sided or a dual-sided system and click Next.
                                  Step 4   If you are performing a two-tier deployment, enter the number of web servers for each side. Enter the number of app/web servers for each side that you want to configure in your deployment. For dual-sided configurations, you must configure an equal number of app/web servers on each side of the system and click Next.
                                  Step 5   In the Configure Core Servers page, configure the following:
                                  1. Enter the name and IP address of the primary server.
                                  2. Enter the name and IP address of the secondary server.
                                    Note    For a dual-sided setup, the primary server and secondary server details should be the same.
                                  Step 6   Click Next.
                                  Step 7   Enter the relevant server information until you reach the Configure Relational Database Connection page.
                                  Step 8   In the Configure Relational Database Connection page, enter the following details:
                                  1. Catalog - Enter the name of the Unified CCDM Relational database. The default is Portal.
                                  2. Authentication - Select the authentication mode to connect to Unified CCDM relational database.
                                  3. Windows Authentication - The default recommended authentication mode.
                                  4. SQL Authentication- Select this option only if you are using a database server on a different domain. For this option you must enter your SQL Server Login Name and Password in the fields provided.
                                  Step 9   Click Next.
                                  Step 10   If you want to print the deployment summary, click Print below the summary list
                                  Step 11   Verify the deployment details, and click Next.

                                  A confirmation message appears to indicate that the wizard has completed successfully.

                                  Step 12   Click Exit to close the wizard.
                                  Step 13   Click Save.

                                  Configure Unified CCE

                                  Complete the following procedure to configure Unified CCE for Unified CCDM:

                                  Procedure
                                    Step 1   In the ICE Cluster Configuration tool, choose Setup tab and click Configure Cisco Unified CCE Servers to start the wizard and click Next.
                                    Step 2   In Select Task choose the action you require:
                                    • Add a new instance
                                    • Modify an existing instance
                                    • Remove an existing instance
                                    Step 3   In Specify Resource Name, specify a name for the instance you want to configure.
                                    Step 4   In Select Required Components, select the required components in the deployment:
                                    • Admin Workstation - This is a required component in all configurations.
                                    • ConAPI Server (Provisioning) - Select this option if you require resource management.
                                    Step 5   In Configure Redundancy, select whether you want to configure a single-sided or a dual-sided setup.
                                    Step 6   In Configure AW Servers, enter the primary server name and IP address and the secondary server name and IP address.

                                    For dual-sided systems, the primary and secondary server name and IP addressees should be the same.

                                    Step 7   In Configure Connection Details, choose Windows Authentication or SQL Authentication.

                                    Windows Authentication is the recommended option.

                                    Step 8   In Select Unified CCE Instance, select the AW instance for the deployment and click Next.
                                    Step 9   If you selected the option ConAPI Server (Provisioning) option in Step 4, enter the following details:
                                    • Local Registry Port - Enter the port number of the Unified CCE for the Unified CCDM Provisioning service to connect to. This is usually 2099.
                                    • Remote Registry Port - Enter the port number of the Unified CCDM Database Server for the Unified CCE to connect to. This is usually 2099.
                                    • Local Port - Select this as the designated port for live provisioning traffic between the Unified CCE and Unified CCDM servers. Assign a unique port for each Unified CCE. Configure the firewalls between the CICM and Unified CCDM server to allow two-way traffic on this port.
                                    Step 10   In Configure ConAPI Application Instance, configure the Application Name, Application Key, Multi Media Support, Purge On Delete, Self Skilling Enabled, WebView Support, and Linked Unified CM Servers.
                                    Step 11   Review the details in the Summary page and click Next to apply the changes to the model.
                                    Step 12   When the Unified CCE is successfully configured click Exit to close the wizard and then click Save to retain your changes to the database.

                                    Create Unified CCDM Tenants and Folders and Equipment Mapping

                                    Complete the following procedures to create folders and tenants and to create an equipment mapping:

                                    Create Tenants and Folders

                                    Complete the following procedures to create tenants and folders:

                                    Create Tenants

                                    Complete the following procedure to create Unified CCDM tenants.

                                    Procedure
                                      Step 1   In the ICE Cluster Configuration tool, choose Equipment Mapping tab.
                                      Step 2   In the center pane, right-click the root node and select Add Tenant.
                                      Step 3   In the Name field, enter the name of the tenant, and optionally, in the Description field, enter a description.
                                      Step 4   Click Save.

                                      Create Folders

                                      Complete the following procedure to create Unified CCDM folders:

                                      Procedure
                                        Step 1   In the ICE Cluster Configuration tool, choose Equipment Mapping tab.
                                        Step 2   In the center pane, right-click the folder tree at the location where you want to add the tenant and choose Add Folder.
                                        Step 3   In the Name field, enter the name of the tenant, and optionally, in the Description field, enter a description.
                                        Step 4   Click Save.

                                        Create an Equipment Mapping

                                        Complete the following procedure to create an equipment mapping between a tenant or folder and the Contact Center equipment.

                                        Procedure
                                          Step 1   In the ICE Cluster Configuration tool, choose Equipment Mapping tab.
                                          Step 2   In the folder tree, select the tenant or folder into which you want to import the resources from the Contact Center equipment.
                                          Step 3   In the right-hand pane, choose Default Import Location or Remote Tenant Mapping.

                                          Using Default Import Location, all the resources imported from the source equipment are placed in the selected folder or tenant in Unified CCDM.

                                          Using Remote Tenant Mapping, all of the resources associated with the selected remote owner on the equipment are placed in the selected folder or tenant in Unified CCDM.

                                          Step 4   Click Save.

                                          Configure Replication

                                          In a dual-sided Unified CCDM deployment setup, use the SQL Server Replication to replicate Unified CCDM databases. Replication between these databases is set up and monitored using the Replication Manager application which is available in the Unified CCDM Integrated Configuration Environment (ICE). For more information on setup and monitoring, refer to Setup and Monitor.

                                          Setup

                                          The Setup option configures or disables SQL Server Replication for the Unified CCDM databases in a dual-sided environment.

                                          1. Choose Setup tab to see the replication setup details and to configure or disable replication.
                                          2. In the Unified CCDM Database Server Properties, the Server Name and Catalog Name for each are defaulted to the values used when the Unified CCDM servers were configured with the ICE Cluster Configuration tool.
                                          3. In Distributor Properties, by default, the Distributor is created on the Unified CCDM Database Subscriber Server.
                                          4. Click Configure to start the replication configuration process.
                                          5. If SQL Server Replication is already configured, all of the controls are disabled except the Disable button. Click Disable to disable replication.
                                          Monitor

                                          The Monitor option monitors the general health of SQL Server Replication between Unified CCDM databases. The Monitor can also start or stop various replication agents. The Monitor option shows the details only if SQL Server Replication is currently configured.

                                          1. The top-left pane shows the list of Publishers and Publications on each Publisher. If the Unified CCDM database is replicated, then the following publications are shown:
                                            • [Portal] Base
                                            • [Portal] NonQueued
                                          2. Click Publications to see the subscriptions in the Subscriptions tab in top-right-hand pane. The Agents tab lists other agents like Snapshot Agent, LogReader Agent and Queue Reader Agent if available for the selected publication. The list of agents depends on the Publication being viewed.
                                          3. Click listed subscriptions or agents to see their session details in the bottom left pane. This pane lists all the agent sessions in the last 24 hours. Click each session to see the actions performed during the session in the bottom-right pane. This pane also provides information about failures of agents.
                                          4. To stop or start the various replication agents, right -click the agent and select Stop or Start in the shortcut menu.

                                          Configure Single Sign-On

                                          By default, users must log in to Unified CCDM every time they connect. You can optionally configure Unified CCDM to use Single Sign-On (SSO), which allows users to connect to Unified CCDM without logging in by linking their Unified CCDM user accounts with their Active Directory user accounts.


                                          Note


                                          Users cannot use SSO over a proxy connection. Setting up SSO disables any existing Unified CCDM users that are not in domain login format. You must set up new Unified CCDM user accounts for all existing users.


                                          Administrator Account Setup

                                          It is important to set up the new SSO administrator account is set up correctly, because the Unified CCDM administrator account is disabled when SSO is configured. Complete the following procedure to administrator account setup.

                                          Procedure
                                            Step 1   In the CCDM Web Server, choose Start -> All Programs -> Domain Manager -> Web -> Domain Manager to launch the Domain Manager and Log in as administrator. Log in to Unified CCDM as administrator.
                                            Note    When you login for the first time, the administrator password will be blank, system prompts you to create password when you try to proceed with this blank password. Create your password and proceed.
                                            Step 2   In User Manager, create a user account to be the new administrator account.
                                            Note    For the login name, use the format <DOMAIN>\<your domain login>, for example, ACMEDOM\jsmith. The password should conform to the password security specified in System Settings.
                                            Step 3   Click New User and choose Groups tab.
                                            Step 4   Click Add to group.
                                            Step 5   Check the check box of the Administrators group.
                                            Step 6   Close and save.

                                            Configure SSO Authentication for Unified CCDM

                                            Complete the following procedure to configure SSO authentication for Unified CCDM.

                                            Procedure
                                              Step 1   From the location where you installed Unified CCDM Web/application server(usually C:\Program Files\Domain Manager), navigate to the \Application Server folder.
                                              Step 2   Open the XML file Exony.Reporting.Application.Server.exe.config.
                                              Step 3   Locate the section, <Exony.Reporting.Application.Security.Security> <setting name="Authentication" serializeAs="String"> <value>Portal</value><!--SSO|Portal--> </setting> </Exony.Reporting.Application.Security.Security>.
                                              Step 4   Change Portal to SSO: <Exony.Reporting.Application.Security.Security> <setting name="Authentication" serializeAs="String"> <value>SSO</value><!--SSO|Portal--> </setting> </Exony.Reporting.Application.Security.Security>.
                                              Step 5   Save and close.
                                              Step 6   Run services.msc and restart the Unified CCDM Services (Scheduling, Reporting, Search, Monitoring etc).
                                              Step 7   Open Internet Information Services (IIS) Manager and select Sites > Default Web Site.
                                              Step 8   Select the Portal virtual directory, and choose the Content View option. Locate the post_logon.aspx file.
                                              Step 9   Right-click post_logon.aspx and select Switch to Features View.
                                              Step 10   Double-click the Authentication option and ensure that Anonymous Authentication is disabled and Windows Authentication is enabled. Disable all authentication providers except Windows Authentication and Forms Authentication.
                                              Step 11   Close Internet Information Services (IIS) Manager.
                                              Step 12   From the location where you installed Unified CCDM (usually C:\Program Files \Domain Manager), right-click the Web folder and click Properties.
                                              Step 13   In the Security tab, click Advanced and ensure that the Allow inheritable permissions from the parent to propagate to this object and all child objects option is checked.
                                              Step 14   Give Read and Read & Execute properties on the Web directory to all domain users who need access to Unified CCDM.
                                              Step 15   Click OK to close the Advanced Security Settings and Web Properties windows.
                                              Step 16   Double-click the Web folder and open the web.config file.
                                              Step 17   Locate the section, <setting name="AuthenticationProvider" serializeAs="String"> <value>Portal</value>.
                                              Step 18   Change Portal to SingleSignOn: <setting name="AuthenticationProvider" serializeAs="String"> <value>SingleSignOn</value>.
                                              Step 19   In the command window, enter iisreset command.

                                              Manage Users with Single Sign-On

                                              After you set up, assign all the Unified CCDM users with a Unified CCDM login in the format <DOMAIN>\<Windows domain login>. This implies that you must re-create the previously existing Unified CCDM user accounts in the new format before any users can log in.

                                              Each time you give a new user a Unified CCDM account, you must also either give Read and Read & Execute properties on the Web directory, or you must add that user added to a user group that has those permissions.

                                              Each new user must also add Unified CCDM to their list of trusted sites in Internet Explorer.

                                              Install and Configure Unified Communications Domain Manager

                                              Complete the following procedure to install Cisco Unified Communications Domain Manager.

                                              Procedure
                                                Step 1   After obtaining the OVA file QA_Platform-4.3.0_0.4.209-8.0.0.ova from Cisco.com, deploy the OVF template from the vSphere Client.
                                                Note    The setup file contains the OVA file along with software (usm-8.0.999+svn68832-ubuntu10_04.tar.gz) and platform upgrade files (voss-platform_4.3.090+0.4.257+20120628-full.tar.gz ).
                                                Step 2   Power on the virtual machine (VM) and log in using the username install and the password install.

                                                The Setup wizard starts to configure the system.

                                                Step 3   Provide necessary details and select cisco_hcs under branding options.
                                                Server IP address (ip/netmask) = 209.165.200.225/27
                                                   Gateway address = 209.165.200.224
                                                   DNS server 1 = 209.165.200.226
                                                   DNS server 2 = 20.11.4.9
                                                   DNS server 3 = 209.165.200.254
                                                   Network time server = 209.165.200.224
                                                   Node name = CUCDM
                                                   Domain name = nsite.com
                                                   Fully qualified domain name = CUCDM.nsite.com
                                                   Web services = y
                                                   Branding options (voss or cisco_hcs) = cisco_hcs
                                                   CLI password = usmcli

                                                After configuration is complete, setup runs for approximately 20 minutes, depending on the selected options.

                                                Step 4   After successful installation, access the Unified Communications Domain Manager system administration GUI at https://<IP Address/FQDN>/index_cisco.html.

                                                Upgrade Unified Communications Domain Manager

                                                Complete the following steps to upgrade the Unified Communications Domain Manager.

                                                Procedure
                                                  Step 1   Obtain the latest Platform upgrade and USM code.
                                                  Step 2   Use SFTP to access the Unified Communications Domain Manager using the username usmcli and the password usmcli.
                                                  Step 3   Upload the upgrade files to the usmcli home directory.
                                                  Step 4   Use SSH to access the Unified Communications Manager server using the username usmcli and the password usmcli.
                                                  Step 5   Enter the command enable to enter into enable mode.
                                                  Step 6   Enter the command software_upgrade for USM code upgrade.
                                                  Step 7   Enter the command platform_upgrade for Platform upgrade. After the Platform upgrade, you must reboot the server.

                                                  Install and Configure ASA Firewall and NAT

                                                  Cisco Adaptive Security Appliance (ASA) Firewall partitions a single ASA into multiple virtual devices that keeps customer traffic separate and secure, and also makes configuration easier. All customer traffic is first sent to the firewall before forwarding to the computer resources.

                                                  Configure Multiple Context Modes On

                                                  Enable Multiple Context Modes

                                                  Complete the following procedure to enable multiple context mode:

                                                  Procedure
                                                  Enter the following command to enable multiple context mode: mode multiple
                                                  Note   

                                                  After you enable the multiple context mode, optionally you can configure the classes for resource management. You need not create classes for HCS as you can use the default class.


                                                  Configure Interfaces in the System Execution Space

                                                  Complete the following procedure to configure interfaces in the system execution space:

                                                  Procedure
                                                    Step 1   To assign Main Management 0/0 interface to the admin context:
                                                    1. Navigate to the interface management 0/0 and enter the following command:

                                                      no shut

                                                    2. Navigate to the interface GigabitEthernet 0/1 and enter the following command:

                                                      no shut

                                                    Step 2   To assign the sub-interface to the customer1 context, navigate to the sub-interface and enter the following commands:

                                                    interface GigabitEthernet0/1.1

                                                    vlan 2 #Enter the vlan ID for customer1 for the inside interface

                                                    no shut

                                                    Step 3   To assign the sub-interface to the customer2 context, navigate to the sub-interface and enter the following commands:

                                                    interface GigabitEthernet0/1.2

                                                    vlan 3 #Enter the vlan ID for customer2 for the inside interface

                                                    no shut

                                                    Step 4   Navigate to the interface GigabitEthernet 0/0 and enter the following command:

                                                    no shut

                                                    Step 5   To assign the sub-interface to the customer1 context, navigate to the sub-interface and enter the following commands:

                                                    interface GigabitEthernet0/0.1

                                                    vlan 340 #Enter the vlan ID for customer1 for the outside interface

                                                    no shut

                                                    Step 6   To assign the sub-interface to the customer2 context, navigate to the sub-interface and enter the following commands:

                                                    interface GigabitEthernet0/0.2

                                                    vlan 110 #Enter the vlan ID for customer2 for the outside interface

                                                    no shut


                                                    Configure Security Contexts

                                                    Complete the following procedure to configure security contexts:

                                                    Procedure
                                                      Step 1   Configure the hostname:

                                                      hostname ASA5585

                                                      Step 2   Configure the admin context name:

                                                      admin-context admin

                                                      Step 3   Navigate to the context admin:

                                                      context admin

                                                      Step 4   Configure the admin context definitions:

                                                      description admin Context for admin purposes (optional)

                                                      allocate-interface Management 0/0 invisible #Allocate interface management 0/0 for admin context

                                                      config-url disk0:/admin.cfg #The admin.cfg is created in disk 0

                                                      Step 5   Navigate to the customer1 context:

                                                      context customer1

                                                      Step 6   Configure the customer1 context definitions:

                                                      description customer One context (optional)

                                                      allocate-interface GigabitEthernet0/1.1 cust1_inside invisible

                                                      allocate-interface GigabitEthernet0/0.1 cust1_outside invisible

                                                      config-url disk0:/Customer1.cfg

                                                      Step 7   Navigate to the customer2 context:

                                                      context customer2

                                                      Step 8   Configure the customer2 context definitions:

                                                      description customer Two context (optional)

                                                      allocate-interface GigabitEthernet0/1.2 cust2_inside invisible

                                                      allocate-interface GigabitEthernet0/0.2 cust2_outside invisible

                                                      config-url disk0:/Customer2.cfg


                                                      Assign MAC Addresses to Context Interfaces Automatically (Optional)

                                                      Complete the following procedure to automatically assign MAC addresses to context interfaces:

                                                      Procedure
                                                      Enter the following command to automatically assign MAC addresses to context interfaces:

                                                      mac-address auto


                                                      Configure Interfaces in the Context

                                                      Complete the following procedure to configure interfaces in the admin, customer1, and customer2 contexts:

                                                      Procedure
                                                        Step 1   Configure admin context:

                                                        ASA5585/admin#

                                                        1. Navigate to the interface management:

                                                          interface management

                                                        2. Configure the management interface of the admin context:

                                                          nameif management

                                                          ip address 209.165.200.225 255.255.255.224 #Enter the IP address of the management interface

                                                          hostname admin

                                                        3. Configure the following to allow telnet to the admin context:

                                                          telnet 209.165.200.224 255.255.255.224 management

                                                          telnet timeout 5

                                                          http server enable

                                                          http server 209.165.200.224 255.255.255.224

                                                          route management 0.0.0.0 0.0.0.0 209.165.200.226 #Enter the Default Static Route

                                                        Step 2   Configure customer1 context:

                                                        ASA5585/customer1#

                                                        1. Navigate to the interface cust1_inside:

                                                          interface cust1_inside

                                                        2. Configure the inside interface of the customer1 context:

                                                          nameif inside

                                                          ip address 209.165.201.1 255.255.255.224 #Enter the IP address of the customer1 inside interface

                                                        3. Navigate to the interface cust1_outside:

                                                          interface cust1_outside

                                                        4. Configure the outside interface of the customer1 context:

                                                          nameif outside

                                                          ip address 209.165.202.129 255.255.255.224 #Enter the IP address of the customer1 outside interface

                                                        5. Configure the access-list to allow IP traffic. The access-list is applied to the outside interface:

                                                          access-list outside-in extended permit ip any any

                                                          access-group outside -in in interface outside

                                                          hostname customer1

                                                        6. Configure NAT to enable internet connectivity for inside hosts:

                                                          object network my-inside-net #Create a network object for the inside network of first customer instance

                                                          subnet 209.165.201.0 255.255.255.224

                                                          nat (inside, outside) dynamic interface #Enable dynamic NAT for the inside network

                                                        7. Configure the static address translation for the first customer instance for CCDM to work with DATASERVER A and B:

                                                          object network DATASERVER-A# Create a network object for the DATASERVER-A server address

                                                          host 209.165.201.21 # Define the DATASERVER-A server address, and configure static NAT with identity port translation

                                                          nat (inside,outside) static 209.165.202.130 service tcp 1433 10014

                                                          object network DATASERVER-B

                                                          host 209.165.201.22

                                                          nat (inside,outside) static 209.165.202.131 service tcp 1433 10014

                                                          route outside 0.0.0.0 0.0.0.0 209.165.202.158

                                                        Note   

                                                        Similarly open other ports for CCDM.

                                                        Step 3   Configure customer2 context:

                                                        ASA5585/customer2#

                                                        1. Navigate to the interface cust2_inside:

                                                          interface cust2_inside

                                                        2. Configure the inside interface of the customer2 context:

                                                          nameif inside

                                                          ip address 209.165.201.1 255.255.255.224 #Enter the IP address of the customer2 context inside interface

                                                        3. Navigate to the interface cust2_outside:

                                                          interface cust2_outside

                                                        4. Configure the outside interface of the customer2 context:

                                                          nameif outside

                                                          ip address 209.165.202.132 255.255.255.224 #Enter the IP address of the customer2 context outside interface

                                                          hostname customer2

                                                        5. Configure the access-list to allow IP traffic. The access-list is applied to the outside interface:

                                                          access-list outside-in extended permit ip any any

                                                          access-group outside -in in interface outside

                                                        6. Configure NAT to enable internet connectivity for inside hosts:

                                                          object network my-inside-net #Create a network object for the inside network of first customer instance

                                                          subnet 209.165.201.0 255.255.255.224

                                                          nat (inside, outside) dynamic interface #Enable dynamic NAT for the inside network

                                                        7. Configure the static address translation for the second customer instance for CCDM to work with DATASERVER A and B:

                                                          object network DATASERVER-A# Create a network object for the DATASERVER-A server address

                                                          host 209.165.201.21 # Define the DATASERVER-A server address, and configure static NAT with identity port translation

                                                          nat (inside,outside) static 209.165.202.130 service tcp 1433 10014

                                                          object network DATASERVER-B

                                                          host 209.165.201.22

                                                          nat (inside,outside) static 209.165.202.131 service tcp 1433 10014

                                                          route outside 0.0.0.0 0.0.0.0 209.165.202.158

                                                        Note   

                                                        Similarly open other ports for CCDM.