Installing and Configuring Cisco HCS for Contact Center 9.2(1)
Appendix
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Appendix

Contents

Appendix

Supported API for HCS

API filters are built to look at the URL and the deployment model to determine if the API is accessible. It also supports read-write (GET/PUT/POST/DELETE) or read-only access to each API.

Note


Agents can only perform attribute update.


The following tables show the supported API and Gadgets for the HCS deployment model.

Table 1 Supported API for HCS
API Create Read Update Delete

Precision queue

x x x x

bucket interval

x x x x

Network VRU script

x x x x

activedirectorydomain

  x    

agent

  x x (only attribute assignment)  

agentpqcount

  x    
asyncrequeststatus x   x x

attribute

x x x x

capacity

  x    

configlimit

  x x  
congestion control   x x  
deploymenttypeinfo   x x  
mediaroutingdomain   x    
notreadyreasoncode   x x x
prlimits-pqagentCount   x    
prlimits-pqstepagentCount   x    
pqstepreview        
serviceability   x    

Provision Cisco Unified Communications Manager

Activate Services

Complete the following procedure to activate services.

Procedure
    Step 1   Launch the Unified Communications Manager in a browser (http://<IP Address of CUCM Node>).
    Step 2   From the Cisco Unified Serviceability drop-down list, choose Tools > Service Activation.
    Step 3   From the Server drop-down list, choose the server on which you want to activate the services, and then click Go.

    The window displays the service names and activation status of the services.

    Step 4   Check the following services to activate:
    1. Publisher:
      • Cisco Call Manager
      • Cisco TFTP
      • Cisco IP Voice Media Streaming Application
      • Cisco Computer Telephony Integration (CTI) Manager
      • Cisco AXL Web Service
      • Cisco Bulk Provisioning Service
      • Cisco Serviceability Reporter
      • Cisco CTL (Certificate Trust Level) Provider
      • Cisco Certificate Authority Proxy Function
    2. Subscriber:
      • Cisco Call Manager

      • Cisco IP Voice Media Streaming Application

      • Cisco Computer Telephone Interface (CTI) Manager

      • Cisco CTL (Certificate Trust Level) Provider

      • Cisco AXL Web Service

    Step 5   Click Save.
    Note    Activating Cisco CallManager, will automatically Activate CTIManager and Cisco Dialed Number Analyzer server. Click OK when prompted.

    Set Up Device Pool

    Complete the following procedure to configure a device pool.

    Procedure
      Step 1   Choose System > device pool.
      Step 2   Click Add new.
      Step 3   Provide an appropriate device pool name in Device Pool Name.
      Step 4   Select a corresponding Call manager group in Cisco Unified Communications Manager group.
      Step 5   Select an appropriate Media resource group list in Media Resource Group List.
      Step 6   Click Save.

      Set Up Unified Communications Manager Groups

      Complete the following procedure to add a Unified Communications Manager to the Unified Communications Manager Group.

      Before you configure a Unified Communications Manager Group, you must configure the Unified Communications Managers that you want to assign as members to that group.

      Procedure
        Step 1   Login to the Cisco Unified Communication Manager Administration page, choose System > Server.
        Step 2   Make sure that you configured both the Publisher and Subscriber.
        Step 3   Choose System > Cisco Unified CM.
        Step 4   Click Find.
        Step 5   Make sure that you configured both the Publisher and Subscriber.
        Step 6   Choose System > Cisco Unified CM Group.
        Step 7   Add both Cisco Unified Communications Managers to the Default Unified Communications Manager Group.
        Step 8   Click Save.

        Set Up CTI Route Point

        Complete the following procedure to add a computer telephony integration (CTI) route point for agents to use for transfer and conference.

        Procedure
          Step 1   Choose Device > CTI Route Point.
          Step 2   Click Add New.
          Step 3   Use the wildcard string XXXXX to represent the digits of the dialed number configured on the Unified CCE.
          Note   

          For example, the preconfigured dialed number in the Unified CCE for an agent phone is 10112.

          Step 4   Click Save.

          Set Up Trunk

          Complete the following procedure to configure a trunk for the Unified CVP Call Servers.

          Procedure
            Step 1   Choose Device > Trunk.
            Step 2   Click Add New.
            Step 3   From the Trunk Type drop-down list, choose SIP Trunk, and then click Next.
            Step 4   In the Device Name field, enter a name for the SIP trunk.
            Step 5   In the Description field, enter a description for the SIP trunk.
            Step 6   Click Next.
            Step 7   In the Trunk Configuration window, enter the appropriate settings:
            1. Do not check the Media Termination Point Required check box.
            2. From the DTMF Signaling Method drop-down list, choose RFC 2833.
            3. From the SIP Profile drop-down list, choose Standard SIP Profile.
            Step 8   Click Save.

            Set Up Application User

            Procedure
              Step 1   Choose User Management > Application User.
              Step 2   In the Application User Configuration window, click Add New.
              Step 3   Enter the User ID that you entered in Set Up Enterprise Parameters. Unified CCE defines the user ID as pguser.
              Step 4   Enter cisco in the Password field.
              Note   

              If you change this user ID or password in Unified CCE, you must also change the Unified Communications Manager application user configuration.

              Step 5   Add the application user to the Standard CTI Enabled Group and Role:
              1. Click Add to Access Control Group.
              2. Select the Standard CTI Enabled group.
              3. Select the Standard CTI Allow Control of Phones supporting Connected Xfer and conf group.
              4. Select the Standard CTI Allow Control of Phones supporting Rollover Mode group.
              5. Click Add Selected.
              6. Click Save.
              Step 6   Associate the CTI route points and the phones with the application user.
              Step 7   Click Save.

              Set Up SIP Options

              Procedure
                Step 1   Choose Device > Device Settings > SIP Profile.
                Step 2   Find and select Standard SIP Profile.
                Step 3   Check Enable OPTIONS Ping to monitor destination status for Trunks with Service Type "None (Default)".
                Step 4   Click Save.
                Step 5   Click Reset.

                Set Up Route Pattern

                Procedure
                  Step 1   Choose Call Routing > Route Hunt > Route Pattern.
                  Step 2   Add a route pattern for the A-side Unified CVP routing clients.
                  1. Click Add New.
                  2. In the Route Pattern field, enter 999911!
                  3. In the Gateway/Route List field, choose SIPTRK_to_CVP_1.
                  4. Click Save.
                  Step 3   Add a route pattern for the B-side Unified CVP routing clients.
                  1. Click Add New.
                  2. In the Route Pattern field, enter 999922!
                  3. In the Gateway/Route List field, choose SIPTRK_to_CVP_2.
                  4. Click Save.
                  Step 4   Add a route pattern for the Cisco Unified Communications Manager routing client.
                  1. Click Add New.
                  2. In the Route Pattern field, enter 999933!
                  3. In the Gateway/Route List field, choose SIPTRK_to_CVP_1.
                  4. Click Save.
                    Note   

                    These route patterns must match the network VRU label defined in Unified CCE. The predefined network VRU label for the side A is 9999111010. The predefined network VRU label for the side B is 9999221010. The predefined network VRU label for Unified Communications Manager is 9999331010.


                  Set Up Conference Bridge

                  Procedure
                    Step 1   Choose Media Resources > Conference bridge.
                    Step 2   Add a conference bridge for each ingress/VXML combination gateway in the deployment.
                    Step 3   In the Conference Bridge name field, enter a unique identifier for the conference bridge name that coincides with the configuration on the gateway.
                    Step 4   Click Save.
                    Step 5   Click Apply Config.

                    Set Up Media Termination Point

                    Procedure
                      Step 1   Choose Media Resources > Media Termination Point.
                      Step 2   Add a media termination point for each ingress/VXML combo gateway in the deployment.
                      Step 3   In the Media Termination Point Name field, enter a media termination point name for each ingress/VXML combo gateway in the deployment.
                      Step 4   Click Save.
                      Step 5   Click Apply Config.

                      Set Up Transcoder

                      Procedure
                        Step 1   Choose Media Resources > Transcoder.
                        Step 2   Add a transcoder for each ingress/VXML combo gateway in the deployment.
                        Step 3   In the Device Name field, enter a unique identifier for the transcoder that coincides with the configuration on the gateway.
                        Step 4   Click Save.
                        Step 5   Click Apply Config.

                        Set Up Media Resource Group

                        Complete the following procedure to configure a media resource group for conference bridge, media termination point, and transcoder.

                        Procedure
                          Step 1   Choose Media Resources > Media Resource Group.
                          Step 2   Add a Media Resource Group for Conference Bridges.
                          Step 3   Select all the hardware conference bridge resources configured for each ingress/VXML combination gateway in the deployment and add them to the group.
                          Step 4   Click Save.
                          Step 5   Choose Media Resources > Media Resource Group.
                          Step 6   Add a Media Resource Group for Media Termination Point.
                          Step 7   Select all the hardware media termination points configured for each ingress/VXML combination gateway in the deployment and add them to the group.
                          Step 8   Click Save.
                          Step 9   Choose Media Resources > Media Resource Group.
                          Step 10   Add a Media Resource Group for Transcoder.
                          Step 11   Select all the transcoders configured for each ingress/VXML combination gateway in the deployment and add them to the group.
                          Step 12   Click Save.

                          Set Up and Associate Media Resource Group List

                          Complete the following procedure to configure and associate a media resource group list. Add the media resource group list to the following devices and device pool.

                          Procedure
                            Step 1   Choose Media Resources > Media Resource Group List.
                            Step 2   Add a Media Resource Group list and associate all of the media resource groups.
                            Step 3   Click Save.
                            Step 4   Choose System > Device Pool.
                            Step 5   Click Default.
                            Step 6   From the Media Resource Group List drop-down list, choose the media resource group added in Step 2.
                            Step 7   Click Save.
                            Step 8   Click Reset.
                            Step 9   Choose Device > CTI Route Point.
                            Step 10   Click the configured CTI Route Point. For more information, see Set Up CTI Route Point.
                            Step 11   From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
                            Step 12   Click Save.
                            Step 13   Click Reset.
                            Step 14   Choose Device > SIP Trunk.
                            Step 15   Click the configured SIP Trunk for side A. For more information, see Set Up Trunk.
                            Step 16   From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
                            Step 17   Click Save.
                            Step 18   Click Reset.
                            Step 19   Click the configured SIP Trunk for side B. For more information, see Set Up Trunk.
                            Step 20   From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
                            Step 21   Click Save.
                            Step 22   Click Reset.

                            Set Up Enterprise Parameters

                            Procedure
                              Step 1   Choose System > Enterprise Parameter.
                              Step 2   Configure the Cluster Fully Qualified Domain Name, ccm.hcscc.icm.
                              Note   

                              The Cluster Fully Qualified Domain Name is the name of the Unified Communications Manager Server Group defined in Unified CVP.


                              Provision Cisco Unified Communications Manager for Core Component Integrated Options

                              Configure Agent Greeting

                              Procedure
                                Step 1   Enable Built-in-Bridge for the local agent phones to support Agent Greeting.
                                Step 2   Click System > Service parameters to activate Built-in-Bridge option in Unified Communications Manager.
                                Step 3   Select a Unified Communications Manager server from the Server drop-down list.
                                Step 4   Select Cisco CallManager(Active) from the Service drop-down list.
                                Step 5   Under Clusterwide Parameters (Device-Phone), select On for Built-in-Bridge Enable.
                                Step 6   Click Save.

                                Configure Mobile Agent

                                Complete the following procedure to configure CTI ports for Unified Mobile Agent.
                                Procedure
                                  Step 1   In Unified Communications Manager Administration, choose Device > Phone.
                                  Step 2   Click Add a New Phone.
                                  Step 3   Select CTI Port from the Phone Type drop-down list.
                                  Step 4   Click Next.
                                  Step 5   In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished.

                                  Using the example naming convention format LCPxxxxFyyyy:

                                  1. LCP identifies the CTI Port as a local device.
                                  2. xxxx is the peripheral ID for the Unified Communications Manager PIM.
                                  3. yyyy is the local CTI Port.

                                    The name LCP5000F0000 would represent CTI Port: 0 in a local CTI Port pool for the Unified Communications Manager PIM with the peripheral ID 5000.

                                  Step 6   In Description, enter text identifying the local CTI Port pool.
                                  Step 7   Use the Device Pool drop-down list to choose the device pool to which you want network CTIPort pool assigned. (The device pool defines sets of common characteristics for devices.)
                                  Step 8   Click Save.
                                  Step 9   Highlight a record and select Add a New DN.
                                  Step 10   Add a unique directory number for the CTI port you just created.
                                  Step 11   When finished, click Save and Close.
                                  Step 12   Repeat the above steps to configure the network CTI Port pool.
                                  Step 13   In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished.

                                  Use the example naming convention format RCPxxxxFyyyy, where:

                                  1. RCP identifies the CTI Port as a network device.
                                  2. xxxx is the peripheral ID for the Unified Communications Manager PIM.
                                  3. yyyy is the network CTI Port.

                                    The name RCP5000F0000 would represent CTI Port: 0 in a network CTI Port pool for the Unified Communications Manager PIM with the peripheral ID 5000.

                                  Step 14   In Description, enter text identifying the network CTI Port pool.
                                  Step 15   Use the Device Pool drop-down list to choose the device pool to which you want network CTI Port pool assigned. (The device pool defines sets of common characteristics for devices.)
                                  Step 16   Click Save.
                                  Step 17   Highlight a record and select Add a New DN.
                                  Step 18   Add a unique directory number for the CTI port you just created.
                                  Step 19   When finished, click Save and Close.

                                  Configure Local Trunk

                                  Complete the following procedure to configure Unified Communications Manager for Local Trunk.

                                  Procedure
                                    Step 1   From Unified Communications Manager Administration choose System > Location.
                                    Step 2   Click Find to list the locations and add new ones with appropriate bandwidth (8000).
                                    Step 3   For the branch phones, configure each phone so that it is assigned the branch location for that phone.
                                    1. Choose Device > Phone.
                                    2. Click Find to list the phones.
                                    3. Select a phone and set the Location field.
                                    Step 4   Verify that the Cisco AXL Web Service is started and that an Application User is defined and has a role of Standard AXL API Access.
                                    1. Select Cisco Unified Serviceability from the Navigation drop-down list and click Go.
                                    2. Navigate to Tools > Control Center > Feature Services .
                                    3. Start the Cisco AXL Web Service, if it is not started.
                                    4. From Unified Communications Manager Administration, choose User Management > Application User. Verify you have a user with the role of Standard AXL API Access, or create a new one and add that user to a group that has the role of Standard AXL API Access.

                                    Deploy SIP Trunk

                                    Complete the following procedure to deploy the SIP trunk for local trunk:

                                    Procedure
                                      Step 1   Using Unified Communications Manager, create a SIP trunk toward the SIP proxy server and select the Phantom location.
                                      Step 2   Create a SIP trunk for each ingress gateway and make the location of these ingress TDM-IP gateways the actual branch location.
                                      Step 3   Create a route pattern pointing the Network VRU Label of the Unified Communications Manager routing client to the SIP trunk toward the SIP proxy.

                                      The SIP proxy should route the Network VRU label of the Unified Communications Manager routing client to the Unified CVP Call Servers.

                                      Step 4   For any IP-originated calls, associate the Unified Communications Manager route pattern with the SIP trunk.
                                      Step 5   Using the Unified Communications Manager Administration, choose Device > Device Settings > SIP Profile > Trunk Specific Configuration > Reroute Incoming Request to new Trunk based on > Call-Info header with the purpose equal to x-cisco-origIP.
                                      Step 6   Associate the new SIP profile with the SIP trunk and each ingress gateway.

                                      Configure Outbound Dialer

                                      Complete the following procedure to configure Unified Communications Manager:

                                      Procedure
                                        Step 1   Log in to the Unified Communications Manager administration page.
                                        Step 2   Select Devices > Trunk.
                                        Step 3   Create a SIP trunk to Outbound gateway.

                                        Configure A-Law Codec

                                        Complete the following procedure to configure Unified Communications Manager.

                                        Procedure
                                          Step 1   Click the System.
                                          Step 2   Select Service Parameters.
                                          Step 3   Select a Server.
                                          Step 4   Select the service as Cisco Call Manager(Active).
                                          Step 5   Under Clusterwide Parameters (system-location and region), ensure the following:
                                          • G.711 A-law Codec Enabled is Enabled.

                                          • G7.11 mu-law Codec Enabled to Disabled.

                                          Step 6   Click Save.

                                          Provision Cisco Unified Communication Manager for Optional Cisco Components

                                          Configure Remote Silent Monitoring

                                          Configure the Cisco Remote Silent Monitoring (RSM) Server in distributed mode, through Cisco Unified Communications Manager.

                                          Configure Unified Communication Manager

                                          Configure Simulated Phone
                                          You must determine how many simulated phones( also called as simphones) to assign to each Unified Communications Manager cluster. Each cluster must have a number of simphones greater than or equal to the maximum number of agents that will be simultaneously monitored through RSM for the cluster. This section provides the following information:
                                          • To configure the simphone device dependencies, to create a Unified Communications Manager group, RSM region, device pool, route partition, and calling search space.

                                          • To create the simphone devices and assign MAC addresses.

                                          • To add line DNs to the simphone devices.

                                          The procedures describe how to create one simphone and its associated line DN. Additional simphones can be created by using Unified Communications Manager's super copy feature or by creating a batch file.


                                          Note


                                          You must be logged in to the Administration interface of a Unified Communications Manager cluster before you can configure your simphones as described below.


                                          Create Simphone Device Dependencies
                                          Procedure
                                            Step 1   To create a Unified Communications Manager group:
                                            1. Navigate to System > Cisco Unified CM Groups.
                                            2. Click Add New.
                                            3. Enter RSMSimPhone for the Unified Communications Manager group name.
                                            4. Assign the necessary Unified Communications Managers to the group. If you have more than one Unified Communications Manager in the cluster, select the subscribers to be part of the group but do not select the publisher.
                                            5. Click Save.
                                            Step 2   To create a simphone region:
                                            1. Navigate to System > Region Information >Region.
                                            2. Click Add New.
                                            3. Enter RSMSimPhone for the region name, adding prefix or suffix naming conventions, if required.
                                            4. Click Save.
                                            5. Add relationships with agent phones to the regions in your environment. Note that calls between simphones and agent phones must use the G.729 codec.
                                            6. Click Save.
                                            Step 3   To create a simphone device pool:
                                            1. Navigate to System > Device Pool.
                                            2. Click Add New.
                                            3. Enter RSMSimPhone for the device pool name, adding prefix or suffix naming conventions, if required.
                                            4. Select the RSMSimPhone Communications Manager group from the Device Pool Settings > Cisco Unified Communications Manager Group drop-down list.
                                            5. Select RSMSimPhone region from the Roaming Sensitive Settings > Region drop-down list.
                                            6. Enter the remaining parameters, according to your configuration (for example, date/time group and user locale.)
                                            7. Click Save.
                                            Step 4   To create a Device Feature Group
                                            1. Choose General Administration > Feature Groups.
                                            2. Select the customer instance. For example, Customer_1.
                                            3. Click Add and enter the following values:
                                              1. Name - CC-RSM.
                                              2. Description - Contact Center RSM Group.
                                              3. Outbound calls limitations - National24Hrs-Standard-wCC.
                                              4. Call forward limitations - Default CoS.
                                              5. Voicemail Template - Basic voicemail service type.
                                              6. Inbound call options - Allow two Direct Dial Inward lines.
                                              7. Number of extensions or lines - Two Numbers: DDI or Extension.
                                              8. Idle URL: None.
                                            4. Under the Value Add panel, select features as required.
                                            5. Under Common Line Settings (Line Feature) panel, check the Contact Center Agent Line feature.
                                            6. Under Private line settings (phone line feature) panel, check Recording Option ,Recording Profile, Call waiting busy trigger, Max calls waiting
                                            7. Under Handset panel check Built-in Bridge check-box.
                                            8. Click Submit.
                                            Step 5   To create a simphone route partition:
                                            1. Navigate to Call Routing > Class of Control > Partition.
                                            2. Click Add New.
                                            3. Enter RSMSimPhone in the text box, adding prefix or suffix naming conventions, if required.
                                            4. Click Save.
                                            Step 6   To create a simphone calling search space:
                                            1. Navigate to Call Routing > Class of Control > Calling Search Space.
                                            2. Click Add New.
                                            3. Enter RSMSimPhone for the calling search space name, adding prefix or suffix naming conventions, if required.
                                            4. Select the route partition containing the agent phones that RSM will monitor from the Available Partitions selection box, and move them to the Selected Partitions selection box.
                                            5. Click Save.
                                            Note   

                                            For 4000 agent deployment, repeat this procedure for the second PG.


                                            Create Simphone Device
                                            Procedure
                                              Step 1   Navigate to Device > Phone.
                                              Step 2   Click Add New to create a new phone device.
                                              Step 3   Select Cisco 7941 for the phone type, then click Next.
                                              Step 4   Choose SIP for the device protocol, then click Next.
                                              Step 5   The Phone Configuration page appears. Enter the MAC address.
                                              Step 6   Enter the parameters:

                                              Parameter

                                              Setting

                                              Device Pool

                                              RSMSimPhone

                                              Phone Button Template Standard 7941 SIP
                                              Location Relevant environment
                                              Built In Bridge Off
                                              Phone Personalization Disabled
                                              Allow Device Control through CTI Yes
                                              Presence Group Standard
                                              Device Security Profile Cisco 7941 Standard Non-Secure SIP
                                              SIP Profile Standard
                                              Maximum Calls 2 (two)
                                              Busy Trigger 1 (one)
                                              Step 7   Click Save.

                                              The simphone device is created.

                                              Note   

                                              Parameters not listed can be left to their default settings.


                                              Associate a Line DN to Simphone Device
                                              Procedure
                                                Step 1   Click the Line [1] - Add a new DN link in the Association Information panel.
                                                Step 2   Enter the parameters. Parameters that are marked with an asterisk (*) are optional; those not listed may be left to their default settings.
                                                Parameter Setting
                                                Directory Number 5040
                                                Route Partition RSMSimPhone
                                                CTI Control Yes
                                                Voice Mail Profile No voicemail
                                                Calling Search Space RSMSimPhone
                                                Presence Group Standard Presence group
                                                User Hold MOH Audio Source * 1-SampleAudioSource
                                                Network Hold MOH Audio Source * 1-SampleAudioSource

                                                Line1 on Device <MAC ADDR>

                                                Monitoring Calling Search Space (CSS)

                                                RSM SimPhone
                                                Step 3   Click Save. Your first simphone and its associated line DN is now configured.

                                                Use Simphone Bulk Administration Tool

                                                To use the Bulk Administration Tool , you must first import the comma-separated-values template (from either the RSM installation CD or installed instance of RSM), and then edit it, as applicable, in a spreadsheet application such as Microsoft Excel.

                                                Procedure
                                                  Step 1   Import the rsmsimphones.csv spreadsheet template file from the installed instance of RSM (located in the C:\CiscoRSM\Extras directory).
                                                  Step 2   Open the file in a spreadsheet application, then add or remove rows in the file to match the number of simphone devices you need to create (default rows = 75).
                                                  Step 3   If adding new rows, be sure to modify the data in the Device Name and Directory Number 1 columns to increment sequentially from the previous row in the list for the columns (for example, 00005E000001, 00005E000002, 00005E000003, and so on, for the simphone MAC addresses, and 5040, 5041, 5042, and soon, for the line DNs).
                                                  Step 4   Verify that the Device Pool, Partition 1, Line CSS 1 and Monitoring Calling Search Space 1 settings arecorrect for your environment (refer to Tables 3-1 and 3-2, above).
                                                  Note   

                                                  No changes are required if you entered RSMSimPhone for the Simphone Device Pool, Partition, and CSS settings during your simphone configuration.

                                                  Step 5   Navigate to Bulk Administration > Upload/Download Files.
                                                  Step 6   Click Add New.
                                                  Step 7   Click Browse and navigate to the rsmsimphones.csv file that you previously downloaded and modified.
                                                  Step 8   Choose Phones from the Select the Targetdrop-down list.
                                                  Step 9   Select Insert Phones - All Details from the Select Transaction Type drop-down list.
                                                  Step 10   Click Save. The file is uploaded to the system.
                                                  Step 11   Navigate to Bulk Administration > Phones > Insert Phones.
                                                  Step 12   Select Insert Phones-All Details, and then select rsmsimphones.csv from the File Name drop-down list.
                                                  Step 13   Enter Insert RSMSimPhones for the Job Description, and then select Run Immediately.
                                                  Step 14   Click Submit.

                                                  The file is imported into the system.

                                                  Step 15   Navigate to Bulk Administration > Job Scheduler to verify that the job status is either Processing or Completed.
                                                  Step 16   When the job status is Completed, navigate to Device > Phones and review the phones that you have created.
                                                  Step 17   Enter SEP00005E in the Find Phone text box, then click Find.

                                                  The simphone devices that you have created will appear in the returned results.


                                                  Set Up Login Pool Simphone

                                                  The first five simphone devices that are created for each cluster are automatically assigned to the VLEngine login pool. The login pool performs a test login to CTI OS when a caller is authenticated by RSM, to support the VLEngine authentication mechanism.

                                                  Because CTI OS logins are performed on these simphone devices, they must be associated with the pguser account on each Unified Communications Manager cluster. They must also have Cisco Unified Intelligent Contact Management Enterprise device targets created for them, as described below.


                                                  Note


                                                  Device target creation is required only for Unified CCE. You do not need to create device targets if you use Cisco Unified System Contact Center Enterprise (Unified SCCE) or if the Cisco Unified CCE PG type is IPCC.


                                                  Follow this procedure to associate a pguser.

                                                  Procedure
                                                    Step 1   Navigate to User Management > Application User.
                                                    Step 2   Click Find to display all application users. Locate then click the pguser account for your cluster.
                                                    Step 3   Select the first five simphone devices in the Device Information > Available Devices list box.
                                                    Step 4   Click the down arrow above the box to move the devices to the Controlled Devices list box. Click Save.

                                                    Create RSM User Group

                                                    A RSM user group must be created for each cluster used by RSM. This provides the user with the necessary system permissions that would otherwise be available only to the Unified Communications Manager Super Administrator.

                                                    Follow this procedure to add an RSM user group to a cluster.

                                                    Procedure
                                                      Step 1   Navigate to User Management > User Settings > Access Control Group.
                                                      Step 2   Click Add New.
                                                      Step 3   Enter Remote Silent Monitoring in the Name field, then click Save.
                                                      Step 4   Navigate to User Management > User Group.
                                                      Step 5   Click Find to display all user groups.
                                                      Step 6   Click the icon in the Roles column for the Remote Silent Monitoring group.
                                                      Step 7   Click Assign Role to Group. A new window appears.
                                                      Step 8   Click Find to display all group roles.
                                                      Step 9   Select the following roles:
                                                      • Standard CTI Allow Call Monitoring

                                                      • Standard CTI Allow Control of All Devices

                                                      • Standard CTI Enabled

                                                      Step 10   Click Add Selected. The User Group Configuration page appears.
                                                      Step 11   Click Save.

                                                      Create RSM Application User

                                                      You must create an application user named rsmuser on each Unified Communications Manager cluster for RSM. This user derives its permissions from the user group that was previously created. The rsmuser must be associated with all simphones in the cluster (with the exception of simphones in the login pool). It must also be associated with all agent phones that RSM can monitor.

                                                      Simphones in the login pool (that is the first five simphone devices) must be associated with the cluster’s pguser, while all other simphones not in the login pool are associated with the RSM application user.


                                                      Note


                                                      • For 4000 agent deployment with two PGs, create two Application Users, one for each of the agent PGs.
                                                      • Whenever a new non-login-pool simphone or agent device is created, it must be associated with the RSM user.

                                                      Follow this procedure to add an RSM application user to a cluster.


                                                      Procedure
                                                        Step 1   Navigate to User Management > Application User.
                                                        Step 2   Click Add New to create a new application user.
                                                        Step 3   Enter rsmuser for the user ID.
                                                        Step 4   Enter a password. Ensure that the password is alphanumeric and does not contain any special characters.
                                                        Step 5   Associate the user with all simphone devices in the cluster (except for the login pool devices) by selecting those devices in the Available Devices section and moving them to the Controlled Devices section.
                                                        Step 6   Associate all agent phone devices to be monitored through RSM.
                                                        Step 7   From the Permissions Information window, click Add to User Group, and then add the user to the Remote Silent Monitoring group, as previously created.
                                                        Step 8   Click Save.

                                                        Set Up Agent Phone Device

                                                        To configure an agent phone device to be monitored by RSM, ensure the following:

                                                        • Edit the device using the Cisco Unified Communications Manager Administration interface and enable the Built-In Bridge setting

                                                        • Associate the device with the rsmuser, similar to the way it is associated with the pguser.

                                                        Base Configuration Parameters for 500 and 1000 Agent Deployment

                                                        PG Explorer

                                                        PG Explorer Type of PIM Routing Client Name
                                                        Generic PG Communication Manager PIM CUCM_PG_1
                                                        CVP 1A PIM CVP_PG_1A
                                                        CVP 1B PIM CVP_PG_1B
                                                        CVP 2A PIM CVP_PG_2A
                                                        CVP 2B PIM CVP_PG_2B
                                                        MR PG Multichannel PIM Multichannel
                                                        Outbound PIM Outbound

                                                        Note


                                                        • Select the option Enable Agent Reporting for CUCM_PG_1 Routing Client.

                                                        • Enter the Primary and Secondary CTI address and port information in the Unified Communications Manager PG for the Cisco Unified WIM and EIM feature.


                                                        Network VRU Explorer

                                                        • CVP_Network_VRU - Type10

                                                          Serial Number Network VRU Label Routing Client Name
                                                          1 7771111000 CVP_PG_1A
                                                          2 7771111000 CVP_PG_1B
                                                          3 7771111000 CVP_PG_2A
                                                          4 7771111000 CVP_PG_2B
                                                          5 8881111000 CUCM_PG_1
                                                        • MR_Network_VRU - Type 2

                                                        System Information

                                                        • Expanded Call Context: Enabled

                                                        • Minimum Correlation number: 1001

                                                        • Maximum Correlation number: 9999

                                                        • Retain script versions: 1

                                                        Expanded Call Variable List

                                                        Name Enabled Persistent Maximum Length Description
                                                        user.CourtesyCallbackEnabled FALSE FALSE 1 Determines if Courtesy Callback is offered to a caller.
                                                        user.cvp_server_info FALSE FALSE 15 Used by Unified CVP to send the IP address of the Call Server sending the request to Unified CCE.
                                                        user.microapp.app_media_lib FALSE FALSE 210 Directory for all application-specific media files and grammar files. The .. bypasses the user. When writing a URL path, microapp.app_media_lib and

                                                        user.microapp.locale are the ECC variables.

                                                        user.microapp.caller_input FALSE FALSE 210 Storage area for an ASR input that is collected from Get Speech.
                                                        Note    Get Speech results are written to the ECC variable. Results from Get Digits or Menu microapplications are written to the CED.
                                                        user.microapp.currency FALSE FALSE 6 Currency type.
                                                        user.microapp.error_code FALSE FALSE 2 Error status code returned from Unified CVP to Unified CCE when the Run Script Result is False.
                                                        user.microapp.FromExtVXML FALSE FALSE

                                                        120

                                                        This variable array returns information from the external VoiceXML file. Must be configured as array variables, not Scalar Variables, and array length set to 4.
                                                        user.microapp.input_type FALSE FALSE 1 Specifies the type of input that is allowed. Valid contents are: D(DTMF) and B (Both DTMF and Voice). B is the default. If you are not using an ASR, set this variable to D. If you are using an ASR, you can set this variable to either D or B.
                                                        user.microapp.locale FALSE FALSE 5 Combination of language and country that defines the grammar and prompt set to use.
                                                        user.microapp.metadata FALSE FALSE 62 Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application.
                                                        user.microapp.play_data FALSE FALSE 40 Default storage area for data for Play Data micro-applications.
                                                        user.microapp.sys_media_lib FALSE FALSE 10 Directory for all systems media files, such as individual digits, months, default error messages, and so forth.
                                                        user.microapp.ToExtVXML FALSE FALSE

                                                        120

                                                        This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not Scalar Variables and array length set to 4.
                                                        user.microapp.UseVXMLParams FALSE FALSE 1 Specifies the manner in which you pass the information to the external VoiceXML.
                                                        user.microapp.isPostCallSurvey FALSE FALSE 1 Used to determine if post call survey should be offered to a caller after the agent hangs up.
                                                        user.cim.activity.id FALSE FALSE

                                                        40

                                                        Needed for all types of WIM and EIM activities.
                                                        user.wim.customer.name FALSE FALSE

                                                        40

                                                        Needed for chat, blended collaboration, callback, and delayed callback activities.
                                                        user.cisco.cmb FALSE FALSE

                                                        40

                                                        Needed for blended collaboration,callback, and delayed callback activities.
                                                        user.cisco.cmb.callclass FALSE FALSE

                                                        40

                                                        Needed for blended collaboration, callback, and delayed callback activities.
                                                        user.media.id FALSE FALSE 36 A number identifying a call to the ICM Service, optionally, the H.323 Service.
                                                        user.microapp.grammar_choices FALSE FALSE 210 Specifies the ASR choices that a caller can input for the Get Speech micro-application.
                                                        user.microapp.inline_tts FALSE FALSE 210 Specifies the text for inline Text To Speech (TTS).
                                                        user.microapp.media_server FALSE FALSE 60 Root of the URL for all media files and external grammar files used in the script.
                                                        user.microapp.override_cli FALSE FALSE 200 Used by the system to override the CLI field on outgoing transfers.
                                                        user.microapp.pd_tts FALSE FALSE 1 Specifies whether Unifies Text To Speech or media files must be played to the caller.

                                                        Network VRU Script List

                                                        Network VRU Name Network VRU VRU Script Name

                                                        Time

                                                        out

                                                        (Sec)

                                                        Configuration

                                                        Parameter

                                                        Customer Interruptible Override

                                                        VXML Server Script

                                                        This script is used by Unified CVP to route the call to the VXML Server IVR Application

                                                        VXML_Server

                                                        Select Type 10 CVP VRU

                                                        GS, Server, V

                                                        180 __ HCS Checked Checked

                                                        Courtesy Callback Interruptible Script

                                                        VXML_Server_ Interruptible

                                                        Select Type 10 CVP VRU

                                                        GS, Server, V, interrupt

                                                        9000 __ HCS Checked Unchecked

                                                        Courtesy Callback Noninterruptible Script

                                                        VXML_Server_ Noninterruptible

                                                        Select Type 10 CVP VRU

                                                        GS,

                                                        Server, V , nointerrupt

                                                        9000 __ HCS

                                                        Unchecked

                                                        Unchecked

                                                        Agent Greeting

                                                        AgentGreeting

                                                        Select Type 10 CVP VRU

                                                        PM, -a

                                                        180 none

                                                        HCS

                                                        Unchecked

                                                        Checked

                                                        GreetingMenu

                                                        _1_to_9

                                                        GreetingMenu

                                                        _1_to_9

                                                        Select Type 10 CVP VRU

                                                        M, press

                                                        _1_thru_9

                                                        _greeting, A

                                                        180 1-9 HCS Checked Checked

                                                        Greeting SubMenu

                                                        Greeting

                                                        SubMenu

                                                        Select Type 10 CVP VRU

                                                        M,

                                                        press1-

                                                        press2-press3,A

                                                        180 1-3 HCS Checked Unchecked

                                                        Greeting

                                                        _Not_Found

                                                        Greeting

                                                        _Not_Found

                                                        Select Type10 CVP VRU

                                                        PM, no

                                                        _greeting

                                                        _recorded, A

                                                        180 Y HCS Checked Unchecked

                                                        Note


                                                        For 4000 Agent Deployment, map CIMExternalApplicationScript to MR_Network_VRU1.

                                                        Agent Desk Settings List

                                                        Name: Default_Agent_Desk_Settings

                                                        Application Instance List

                                                          Name Application Type Permission Level Application Key
                                                        Application Instance Multichannel

                                                        MultiMedia

                                                        Other Full read/write cisco123
                                                        Application Instance CCDM CCDM Cisco Voice Full read/write cisco123

                                                        Media Class for Multi-Channel

                                                        • Media classes are created with following names:

                                                          Name : CIM_BC

                                                          Name : CIM_EIM

                                                          Name: CIM_OUTBOUND

                                                          Name: CIM_WIM

                                                        • Set the following values in task section:

                                                          Life : 300

                                                          Start Time out : 30

                                                          Max duration : 28800

                                                        Media Routing Domain

                                                          Interruptible Calls in Queue (Max) Max per call type Max time in queue
                                                        CIM_BC Unchecked 5000 - -
                                                        CIM_Email Checked 5000 - -
                                                        CIM_OUTBOUND Checked 5000 - -
                                                        CIM_Chat Unchecked 5000 - -

                                                        Note


                                                        Set the Max Per Call Type and Max Time in Queue values as per your requirement.


                                                        Network VRU Mapping

                                                        • In the Advanced tab of PG explorer for Unified CVP Routing client - Map the CVP_Network_VRU - Type10

                                                        • In the Advanced tab of PG explorer for Multichannel and outbound routing clients - Map the MR_Network_VRU - Type 2

                                                        Agent Targeting Rule

                                                        Attribute
                                                        Name

                                                        ATR_CUCM_PG_1

                                                        Peripheral CUCM_PG_1
                                                        Rule Type Agent Extension
                                                        Routing Client All routing clients
                                                        Extension Range

                                                        000 - 999

                                                        0000 - 9999

                                                        00000 - 99999

                                                        000000 - 999999

                                                        0000000 - 9999999

                                                        Outbound Dialer

                                                        Dialer Name Peripheral Name
                                                        Peripheral CUCM_PG_1
                                                        Optional Filter NONE
                                                        Dialer Name SIP_DIALER
                                                        Enable YES
                                                        ICM peripheral name CUCM_PG_1
                                                        Hangup Delay(1-10) 1 Sec
                                                        Port Throttle 10

                                                        Base Configuration Parameters for 4000 Agent Deployment

                                                        PG Explorer

                                                        PG Explorer

                                                        PG Type of PIM Routing Client Name
                                                        Unified Communication Manager PG1 Communication Manager PIM CUCM_PG_1
                                                        Unified Communication Manager PG2 Communication Manager PIM CUCM_PG_2
                                                        Unified Voice Response (VRU) PG VRU CVP_RC_01
                                                          VRU CVP_RC_02
                                                          VRU CVP_RC_03
                                                          VRU CVP_RC_04
                                                          VRU CVP_RC_05
                                                          VRU CVP_RC_06
                                                          VRU CVP_RC_07
                                                          VRU CVP_RC_08
                                                          VRU CVP_RC_09
                                                          VRU CVP_RC_10
                                                          VRU CVP_RC_11
                                                          VRU CVP_RC_12
                                                          VRU CVP_RC_13
                                                          VRU CVP_RC_14
                                                          VRU CVP_RC_15
                                                          VRU CVP_RC_16
                                                        Media Routing (MR) PG 1 Multichannel PIM Multichannel
                                                          Outbound PIM Outbound1
                                                        Media Routing (MR) PG 2 Outbound PIM Outbound2

                                                        Note


                                                        Enter the Primary and Secondary CTI address and port information in the Unified Communications Manager PGs for the Cisco Unified WIM and EIM feature.


                                                        Network VRU Explorer

                                                        • CVP Network VRU - Type 10

                                                          Serial Number Network VRU Label Routing Client Name
                                                          1 7771111000 CVP_RC_01
                                                          2 7771111000 CVP_RC_02
                                                          3 7771111000 CVP_RC_03
                                                          4 7771111000 CVP_RC_04
                                                          5 7771111000 CVP_RC_05
                                                          6 7771111000 CVP_RC_06
                                                          7 7771111000 CVP_RC_07
                                                          8 7771111000 CVP_RC_08
                                                          9 7771111000 CVP_RC_09
                                                          10 7771111000 CVP_RC_10
                                                          11 7771111000 CVP_RC_11
                                                          12 7771111000 CVP_RC_12
                                                          13 7771111000 CVP_RC_13
                                                          14 7771111000 CVP_RC_14
                                                          15 7771111000 CVP_RC_15
                                                          16 7771111000 CVP_RC_16
                                                          17 7771111000 CUCM_PG_1
                                                          18 7771111000 CUCM_PG_2
                                                          19 7771111000 Outbound1
                                                          20 7771111000 Outbound2
                                                        • MR_Network_VRU1 - Type 2
                                                        • MR_Network_VRU2 - Type 2
                                                        • MR_Network_VRU 1 - Type 2

                                                        • MR_Network_VRU 2 - Type 2

                                                        System Information

                                                        System Information for base configuration for 4000 agent deployment is similar to 500 and 1000 agent deployment. See System Information.

                                                        Expanded Call Variable List

                                                        Base configuration expanded call variable list for 4000 agent deployment is similar to 500 and 1000 agent deployment , See Expanded Call Variable List .

                                                        Network VRU Script List

                                                        Network VRU base configuration for 4000 Agent is similar to 500 and 1000 Agent Base Configuration, See Network VRU Script List.

                                                        Agent Desk Settings List

                                                        Name: Default_Agent_Desk_Settings

                                                        Application Instance List

                                                        Application instance list is similar to 500 and 1000 agent deployment. See Application Instance List

                                                        Media Class for Multi-Channel

                                                        • Media classes are created with following names

                                                          • Name : CIM_BC

                                                          • Name : CIM_EIM

                                                          • Name: CIM_OUTBOUND

                                                          • Name : CIM_WIM

                                                        • Set the following values in task section

                                                          • Life : 300

                                                          • Start Time out : 30

                                                          • Max duration : 28800

                                                        Media Routing Domain

                                                        Media Routing Domain is similar to Media Routing Domain of 500 and 1000 agent deployment. See Media Routing Domain.

                                                        Network VRU Mapping

                                                        Network VRU mapping for 4000 agent deployment is similar to Network VRU mapping of 500 and 1000 agent deployment. See Network VRU Mapping.

                                                        Agent Targeting Rule

                                                        Attribute
                                                        Name ATR_CUCM_PG_1 ATR_CUCM_PG_2
                                                        Peripheral CUCM_PG_1 CUCM_PG_2
                                                        Rule Type Agent Extension Agent Extension
                                                        Routing Client All routing clients All routing clients
                                                        Extension Range

                                                        000 - 999

                                                        0000 - 9999

                                                        00000 - 99999

                                                        000000 - 999999

                                                        0000000 - 9999999

                                                        000 - 999

                                                        0000 - 9999

                                                        00000 - 99999

                                                        000000 - 999999

                                                        0000000 - 9999999

                                                        Outbound Dialer

                                                        Dialer Name Peripheral Name for PG1 Peripheral Name for PG2
                                                        Peripheral CUCM_PG_1 CUCM_PG_2
                                                        Optional Filter NONE NONE
                                                        Dialer Name SIP_DIALER1 SIP_DIALER2
                                                        Enable YES YES
                                                        ICM peripheral name CUCM_PG_1 CUCM_PG_2
                                                        Hangup Delay(1-10) 1 Sec 1 Sec
                                                        Port Throttle 10 10

                                                        IOPS values for Unified Communication Manager

                                                        The IOPS values for Unified Communication Manager are based on the BHCA values. These values may differs for the following scenarios:
                                                        • Software upgrades during business hours generate 800 to 1200 IOPS in addition to steady state IOPS.

                                                        • CDR/CMR using CDR Analysis and Reporting (CAR):
                                                          • A Unified Communications Manager that sends CDR/CMR to the external billing server does not incur any additional IOPS.

                                                          • CAR continuous loading results in around 300 IOPS average on the system.

                                                          • Scheduled uploads are around 250 IOPS for Publisher VM only.

                                                        • Trace collection is 100 IOPS (occurs on all VMs for which tracing is enabled).

                                                        • Nightly backup (usually Publisher VM only) is 50 IOPS.

                                                        Mount and Unmount ISO Files

                                                        Upload ISO image to data store:

                                                        1. Select the host in the vSphere client and click Configuration. Then click Storage in the left panel.

                                                        2. Select the datastore that will hold the ISO file.

                                                        3. Click Browse this datastore.

                                                        4. Click the Upload icon and select Upload file.

                                                        5. Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore.

                                                        Mount the ISO image:

                                                        1. Right-click the VM in the vSphere client and select Edit virtual machine settings.

                                                        2. Click Hardware and select CD|DVD Drive 1.

                                                        3. Check Connect at power on (Device status panel upper right).

                                                        4. Click the Datastore ISO File radio button and then click Browse.

                                                        5. Navigate to the data store where you uploaded the file.

                                                        6. Select the ISO.

                                                        Unmount the ISO image:

                                                        1. Right-click the VM in the vSphere client and select Edit virtual machine settings.

                                                        2. Click Hardware and select CD|DVD Drive 1.

                                                        3. Uncheck Connect at power on (Device status panel, upper right).

                                                        Set Up NTP and Time Configuration at the Customer Site

                                                        Any domain controllers at the customer site must be configured to use NTP servers. The two ESXi host servers must point to the same NTP servers as the domain controllers. Additionally, you must review time configuration settings on the ESXi servers.

                                                        Procedure
                                                          Step 1   To add an NTP server to the domain controller:
                                                          1. Locate the Microsoft instructions on how to configure an authoritative time server in Windows Server.

                                                            Public NTP servers are available on the Internet if you do not have one.

                                                          2. Note down the IP address or domain name of the NTP server that you add.
                                                          Step 2   To point the ESXi core servers to the domain controller NTP servers:
                                                          1. For each core server, click the Configuration tab.
                                                          2. Choose Time Configuration > Properties... > Options.

                                                            This opens a panel with two sections: General and NTP Settings.

                                                          3. Click NTP Settings. Then click Add.
                                                          4. Enter the IP address of the primary domain controller. Click OK. Click Restart.
                                                          Step 3   To set the startup policy for the NTP server(s):
                                                          1. Navigate to Time Configuration . Then select Properties.
                                                          2. Check NTP Client Enabled.
                                                          3. Click Options.
                                                          4. Select Start. Click OK.
                                                          Step 4   To review the time settings for the host servers:
                                                          1. Click the Configuration tab.
                                                          2. In the Software panel, select Time Configuration, which shows the Date & Time and the NTP Servers.
                                                          Step 5   To adjust the Date & Time if they are incorrect:
                                                          1. Click Properties... This opens the Time Configuration dialog box.

                                                          2. Change the Time and Date fields. Then click OK.