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

Prerequisites

Required Hardware

HCS for Contact Center Release 9.2(1) supports Tested Reference Configurations (see Tested Reference Configurations) and Specification-Based Hardware (see Specification-Based Hardware Support).

Tested Reference Configurations

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

Server Model

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

CPU Type

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

CPU Cores

Two 10-core CPUs

Memory

128 GB

Disks

Diskless

Virtual Interface

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

Part Number UCS-B230M2-VCDL1

Specification-Based Hardware Support

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

Table 1 Hardware Requirements

Server

Component

Description

Cisco UCS B2XX Blade Server, such as

  • Cisco UCS-B200M2-VCS1 Blade Server
  • Cisco UCS-B200M3-VCS1 Blade Server
  • Cisco UCS-B230M2-VCDL1 Blade Server

CPU Type

Intel Xeon 5600 family 2.40 GHz physical core speed minimum

Intel Xeon 7500 family 2.40 GHz physical core speed minimum

Intel Xeon E5-2600 family 2.4 GHz physical core speed minimum

Intel Xeon E5-4600 family 2.4 GHz physical core speed minimum

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

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

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

Memory

64 GB minimum

Virtual Interface Card

In addition to legacy M71KR-Q support, all Cisco Virtual Interface Cards (VICs) are also supported.


Note


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


Required Software

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

Component

Major Release Version

Unified Contact Center Enterprise

9.0(3) or later MR

Unified CVP

9.0(1) or later MR

Cisco Finesse

9.1(1) or later MR

Unified Communication Manager

9.1.2

Unified Intelligence Center

9.1(1) or later MR

Unified CCDM

9.2(1) or later MR

Unified Communications Domain Manager 8.1.2

Cisco IOS Gateways

15.3 T or later MR

UCS Manager

2.0(4d)

Nexus 1000v

4.2(1)SV2(1.1a)

ASA

8.4.6.5

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

Component

Major Release Version

Unified WIM and EIM

9.0(1)

Cisco RSM

9.1(1)

Automation Software

Automation software is required for golden templates only.

Software

Version

Download

Notes

GoldenTemplateTool zip file

9.2(1)

Go to

https:/​/​communities.cisco.com/​docs/​DOC-31448

Click Download.

Then select HCS for CC Deployment Scripts.

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

PowerCLI

Version 5.0, 32-bit

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

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

Use PowerCLI to run the automation script.

WinImage

WinImage 8.5

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

http:/​/​winimage.com/​download.htm.

Used in the configuration of the:

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

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

Third-Party Software

Software

Version

Notes

Microsoft Windows Server 2008 R2 Standard Edition

Service Pack 1

Used for:

  • Unified CCDM
  • Unified CCE Call Server
  • Unified CCE Data Server
  • Unified CCE Rogger
  • Unified CCE Agent PG
  • Unified CCE VRU PG
  • Unified CCE AW-HDS-DDS
  • Unified CVP Server
  • Unified CVP OAMP Server
  • Unified CVP Reporting Server
  • Unified WIM and EIM
  • Cisco RSM

Microsoft Windows Server 2003 Enterprise Edition

Service Pack 2

Used for:
  • Cisco Media Blender

Microsoft SQL Server 2008 R2 x64 Enterprise Edition

Service Pack 2

Used for:

  • Unified CCE AW-HDS-DDS
  • Used for Unified CCE Rogger
  • Unified CCDM
  • Unified WIM and EIM

vCenter Server

5.1

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

ESXi Server

ESXi Server 5.1 with VM version 8. Both are supported. Sides A and B must be on the same version.

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

vSphere Client

5.0

http:/​/​downloads.vmware.com/​

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

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

Anti-Virus

One of:

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

Required for all applications that run on the Windows platform.

For more information, see Install Antivirus Software.

Java Development Kit (JDK)

Version 1.4.2

Used for:

  • Unified WIM and EIM

Microsoft Excel

Release 2003 or later

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

Browser

Internet Explorer 9.0

Used for:

Unified Intelligence Center reports.

The Cisco Finesse Administration Console supports Internet Explorer 8.0 and 9.0. Internet Explorer 9.0 is supported in Compatibility View only. However, Finesse does not support Compatibility View in Internet Explorer 8.0. Cisco Finesse also supports Firefox Version 16 and later.

Required Software Licenses

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



Table 2 License Requirements for 500 Agent Deployment

Software Type

Number of Licenses

Total Number of Licenses

Microsoft Windows Server 2008 R2 Standard Edition

8 (7 required, 1optional)

Unified CCE

4

Unified CVP

2

Unified CVP OAMP

1

Unified CVP Reporting Server (Optional)

Note   

This is a mandatory component for Courtesy Call Back.

1

Microsoft Windows SQL Server 2008 R2 x64 Standard Edition

2

Unified CCE

2

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



Table 3 License Requirements for 1000 Agent Deployment

Software License

Number of Licenses

 

Microsoft Windows Server 2008 R2 Standard Edition

10 (9 required, 1 optional)

Unified CCE

4

Unified CVP

4

Unified CVP/OAMP

1

Unified CVP Reporting Server (Optional)

Note   

This is a mandatory component for Courtesy Call Back.

1

Microsoft Windows SQL Server 2008 R2 x64 Standard Edition

2

Unified CCE

2

The following table contains the number of software licenses required to deploy a single instance of Cisco Hosted Collaboration Solution for Contact Center for the 4000 agent deployment.



Table 4 License Requirements for 4000 Agent Deployment

Software Type

Number of Licenses

Total Number of Licenses

Microsoft Windows Server 2008 R2 Standard Edition

31 (29 required, 2 optional)

Unified CCE

12

Unified CVP

16

Unified CVP OAMP

1

Unified CVP Reporting Server (Optional)

Note   

This is a mandatory component for Courtesy Call Back.

2

Microsoft Windows SQL Server 2008 R2 x64 Standard Edition

6

Unified CCE

6

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



Table 5 License Requirements for Optional Components

Deployment Type

Software Type

Total Number of Licenses

120 Multimedia Agent Deployment for Unified WIM and EIM component

Microsoft Windows Server 2008 R2 Standard Edition

6

Microsoft Windows Server 2008 R2 Standard 6 Edition

1

Microsoft Windows SQL Server 2008 R2 x64 Standard Edition

1

240 Multimedia Agent Deployment for Unified WIM and EIM component

Microsoft Windows Server 2008 R2 Standard Edition

8

Microsoft Windows Server 2003 SP2

1

Microsoft Windows Server 2008 R2 Standard Edition

1

1250 Multimedia Agent Deployment for Unified WIM and EIM component

Microsoft Windows Server 2008 R2 Standard Edition

15

Microsoft Windows Server 2003 SP2

2

Microsoft Windows SQL Server 2008 R2 x64 Enterprise Edition

2

Cisco RSM

Microsoft Windows Server 2008 R2 Standard Edition

1

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

Table 6 License Requirements for Unified CCDM
Software Type Number of Licenses
Microsoft Windows Server 2008 R2 Standard Edition 4
Microsoft Windows SQL Server 2008 R2 x64 Enterprise Edition/Standard Edition 2

Configuration Software

Software Download Notes
Cisco HCS for Contact Center Day 1 configuration files for 500 agents and 1000 agents https:/​/​communities.cisco.com/​docs/​DOC-32228 Import these files into the Unified CCE Data Server. For more information, see Load Base Configuration.
Cisco HCS for Contact Center Day 1 configuration files for 4000 agents https:/​/​communities.cisco.com/​docs/​DOC-31990 Import these files into the Unified CCE Rogger. For more information, see Load Base Configuration.
Domain change script https:/​/​communities.cisco.com/​docs/​DOC-30310

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

Open Virtualization Format Files

Open Virtualization Format files (OVAs) are required for golden templates. HCS for Contact Center uses the OVAs that define the basic structure of the corresponding VMs that are created - including the CPU, RAM, disk space, reservation for CPU, and reservation for memory.


Note


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


OVA files are contained in the HCS-CC 9.2.1-OVA.zip file. Download and extract this file and save the OVAs to your local drive. You can browse to them from the vCenter.

The following OVA's are for HCS Core Components :
Software OVA
  1. Cisco Unified Contact Center Enterprise
    • Unified CCE Call Server
    • Unified CCE Data Server
    • Unified CCE Rogger Server
    • Unified CCE AW-HDS-DDS Server
    • Unified CCE Agent PG Server
    • Unified CCE VRU PG Server
  2. Cisco Unified Customer Voice Portal
    • Unified CVP Call Server
    • Unified CVP Reporting Server
    • Unified CVP OAMP Server
  3. Cisco Unified Contact Center Domain Manager
    • Unified Contact Center Domain Manager DB server
    • Unified Contact Center Domain Manager Web server
Hosted Collaboration Solution for Contact Center OVA

HCS-CC_9.2(1)_CCDM-CCE-CVP_vmv8_v1.0

Cisco Unified Communications Manager

Unified Communications Manager OVA

cucm_9.1_vmv8_v1.6

Cisco Unified Intelligence Center

Unified Intelligence Center OVA

HCS-CC_9.2(1)_CUIC_vmv8_v1.0

Cisco Finesse

Cisco Finesse OVA

HCS-CC_9.2(1)_Finesse_vmv8_v1.0

The following OVA's are for HCS Optional Components :
Software OVA

Unified WIM and EIM (120/240 Multimedia AgentDeployment)

  • Application Server
  • Database Server
  • File Server
  • Messaging Server
  • Services Server
  • Web Server

Cisco Unified WIM and EIM OVA for 120/​240 Multimedia Agent Deployment

EIMWIM_Template_5_v9.0.ova

Unified WIM and EIM (1250 Multimedia Agent Deployment)

  • Application Server
  • Database Server
  • Reporting Server
  • File Server
  • Messaging Server
  • Services Server
  • Web Server

Cisco Unified WIM and EIM OVA for 1250 Multimedia Agent Deployment

EIMWIM_Template_9_v9.0.ova

Cisco Media Blender

Cisco Media Blender OVA

CiscoMediaBlender901.ova

Cisco Remote Silent Monitoring

Cisco Remote Silent Monitoring OVA

HCS-CC_9.1_CCE-RSM_vmv8_v1.0.ova

Hosted Collaboration Solution for Contact Center OVA

The Cisco Hosted Collaboration Solution for Contact Center OVA filename HCS-CC_9.2(1)_CCDM-CCE-CVP_vmv8_v1.0.ovacontains the deployment configurations for 500,1000 and 4000 agent deployments.

The Shared Management requires the following configurations:

  • Unified CCDM Database Server
  • Unified CCDM Web Server

The 500 agent deployment requires the following configurations:

  • CCE Call Server- 500 Agent
  • CCE Data Server- 500 Agent
  • CVP Call/VXML Server- 500 Agent
  • CVP Reporting Server- 500 Agent
  • CVP OAMP Server- 500 Agent

The 1000 agent deployment requires the following configurations:

  • CCE Call Server- 1000 Agent
  • CCE Data Server- 1000 Agent
  • CVP Call/VXML Server - 1000 Agent
  • CVP Reporting Server- 1000 Agent
  • CVP OAMP Server - 1000 Agent

The 4000 agent deployment requires the following configurations:

  • CCE Rogger Server- 4000 Agent
  • CCE AW-HDS-DDS Server- 4000 Agent
  • CCE Agent PG Server- 4000 Agent
  • CCE VRU PG Server- 4000 Agent
  • CVP Call/VXML Server - 4000 Agent
  • CVP Reporting Server- 4000 Agent
  • CVP OAMP Server - 4000 Agent

Unified Communications Manager OVA

The Unified Communications Manager OVA filename cucm_9.1_vmv8_v1.6 contains the Unified Communications Manager deployment configuration for the Publisher and Subscriber nodes.

  • The 500 agent deployment requires CUCM 2500 user node -- 60GB hard disk configurations.
  • The 1000 agent deployment requires CUCM 7500 user node configurations.
  • The 4000 agent deployment requires CUCM 7500 user node configurations.

Unified Intelligence Center OVA

The Cisco Unified Intelligence Center Reporting Server OVA filename HCS-CC_9.2(1)_CUIC_vmv8_v1.0 contains the Unified Intelligence Center deployment configuration for the Publisher and Subscriber nodes.

  • The 500 agent deployment requires CUIC 9.1(1) for HCS - 500 Agent configurations.
  • The 1000 agent deployment requires CUIC 9.1(1) for HCS - 1000 Agentconfigurations.
  • The 4000 agent deployment requires CUIC 9.1(1) for HCS - 4000 Agent configurations.

Cisco Finesse OVA

The Cisco Finesse OVA filename HCS-CC_9.2(1)_Finesse_vmv8_v1.0 contains the Cisco Finesse deployment configuration for the Primary and Secondary nodes.

  • The 500 agent deployment requires Cisco Finesse - 500 Agentconfiguration.
  • The 1000 agent deployment requires Cisco Finesse - 1000 Agent configurations.
  • The 4000 agent deployment requires Cisco Finesse - 4000 Agentconfigurations.

Cisco Unified WIM and EIM OVA for 120/240 Multimedia Agent Deployment

The Cisco Hosted Collaboration Solution for Contact Center OVA filename EIMWIM_Template_5_v9.0.ova contains the Cisco WIM and EIM deployment configurations for the 120/240 Multimedia agent deployments. The 120/240 Multimedia agent deployment requires the following configurations:
  • Application Server
  • DB Server
  • File Server
  • Messaging Server
  • Services Server
  • Web Server

Note


For DB Server in the 240 agent deployment model, you have to manually modify vCPU from 2 to 4 and CPU reservation from 4400 MHz to 8800 MHz.

Cisco Unified WIM and EIM OVA for 1250 Multimedia Agent Deployment

The Cisco WIM and EIM OVA filename EIMWIM_Template_9_v9.0.ova contains the Cisco WIM and EIM deployment configurations for the HCS 1250 Multimedia agent deployments.

The 1250 Multimedia agent deployment requires the following configurations:

  • Application Server
  • DB server (For Reporting Server, you can use the same configuration as the DB Server.)
  • File Server
  • Messaging Server
  • Services Server
  • Web Server

Cisco Media Blender OVA

The Cisco Media Blender OVA filename CiscoMediaBlender901.ova contains the Cisco Media Blender deployment configurations.

Cisco Remote Silent Monitoring OVA

The Cisco Remote Silent Monitoring OVA filename HCS-CC_9.1_CCE-RSM_vmv8_v1.0.ova contains the Cisco Remote Silent Monitoring deployment configurations.

Checklists for 500 and 1000 Agent Deployment

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

Checklists for 4000 Agent Deployment

Sequence Task Done
1 Prerequisites  
  Required Hardware  
  Required Software  
  Required Software Licenses  
2 Design Considerations  
  Storage, Blade Placement, and IOPS Considerations  
3 Shared Management  
  Install and Configure Unified CCDM  
  Install and Configure Unified Communications Domain Manager  
  Install and Configure ASA Firewall and NAT  
4 Create Golden Template  
  Create Golden Template for Unified CCE Rogger  
  Create Golden Template for Unified CCE AW-HDS-DDS  
  Create Golden Template for Unified CCE Agent Peripheral Gateway  
  Create Golden Template for Unified CCE VRU Peripheral Gateway  
  Create Golden Template for Unified CVP Server  
  Create Golden Template for Unified CVP OAMP Server  
  Create Golden Template for Unified CVP Reporting Server  
  Create Golden Template for Cisco Finesse  
  Create Golden Template for Cisco Unified Intelligence Center  
  Create Golden Template for Cisco Unified Communications Manager  
5 Configure Customer Instance Network Infrastructure  
  Implement UCS Platform  
  ESX Boot from SAN  
  Deploy Nexus 1000v  
  Create Two-Way External Trust  
6 Clone and OS Customization  
  Download Golden Template Automation Tool  
  Complete Automation Spreadsheet  
  Run Automation script  
7 Configure Customer Instance  
  Configure Unified CCE Rogger  
  Configure Unified CCE AW-HDS-DDS  
  Configure Unified CCE Agent PG 1  
  Configure Unified CCE Agent PG 2  
  Configure Unified CCE VRU PG  
  Configure Unified CVP  
  Configure Cisco IOS Enterprise Voice Gateway  
  Configure Unified Intelligence Center  
  Configure Unified Communications Manager  
  Configure Cisco Finesse  
8 Administration  
  Provision Unified CCE Using Unified CCDM  
  Provision Unified Communications Manager Using Unified Communications Domain Manager