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

Contents

Shared Management

Install and Configure Unified CCDM

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

Figure 1. Unified CCDM Dual-Tier Deployment

Deploy Unified CCDM Database Server and Web server from the OVA


Note


Before you install CCDM Database server, ensure that you have a naming convention ready for the CCDM Web server, as the host name of CCDM Web server is required during the installation and configuration of CCDM Database server.


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

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

Sequence

Done?

Tasks

Notes

1

 

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

2

 

Create the virtual machine for the Unified CCDM DB Server

Create Virtual Machines from Cisco HCS for Contact Center OVA.

3

 

Install Microsoft Windows Server 2008 R2

Install Microsoft Windows Server 2008 R2

4

 

Configure Windows

Configure Windows

Note   

Ensure that the Unified CCDM servers are connected to the service provider AD domain before proceeding with SQL server installation.

5

 

Configure a Database Drive

Configure a Database Drive

6

 

Install SQL Server

Install Microsoft SQL Server

7

 

Configure Post-Install

Configure Post-Install SQL

8

 

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

Install Unified CCDM Components on Side A and Side B

Note   

Repeat steps 1 to 8 to deploy and install Unified CCDM Database Server Component on Side B.

It is required to complete CCDM Web server Side A installation before installing the CCDM Database server on Side B.

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

Sequence

Done?

Tasks

Notes

1

 

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

Hosted Collaboration Solution for Contact Center OVA

2

 

Create the virtual machine for the Unified CCDM Web Server

Create Virtual Machines from Cisco HCS for Contact Center OVA.

3

 

Install Microsoft Windows Server 2008 R2

Install Microsoft Windows Server 2008 R2

4

 

Configure Windows

Configure Windows

Note   

Ensure that the Unified CCDM servers are connected to the service provider AD domain before proceeding with SQL server installation.

5

 

Configure a Database Drive

Configure a Database Drive

6

 

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

Install Unified CCDM Components on Side A and Side B

Note   

Repeat steps 1 to 6 to deploy and install Unified CCDM App/Web Server Component on Side B.

It is required to complete CCDM Data server Side B installation before installing CCDM Web server on Side B.

Install Microsoft Windows Server 2008 R2

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

Install Microsoft Windows Server 2008 R2

Complete the following procedure to install Microsoft Windows Server 2008 R2.

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

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


    Configure Windows

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

    Windows Feature Requirements for Unified CCDM

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

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

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

    Note


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


    Turn Off FIPS Compliance

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

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

      Disable UAC

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

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

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

        Note   

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


        What to Do Next

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

        Install Microsoft SQL Server


        Note


        Install Microsoft SQL server 2008 R2 X64 Enterprise Edition/Standard Edition.

        Ensure that the D: drive on the CCDM box is formatted before proceeding with the SQL installation. Because, the CCDM portal database installation will utilize 80% of the available space.


        Complete the following procedure to install Microsoft SQL server:

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

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

          Step 3   When the validation passes, click OK.
          Step 4   Enter the product key for Microsoft SQL Server 2008 R2 and click Next.
          Step 5   Select I accept the license terms check box and click Next.
          Step 6   Click Install.
          Step 7   Review the results and make any necessary changes if required and click Next.
          Step 8   Choose the SQL Server Feature Installation option and click Next.
          Step 9   Select the following Instance Features:
          • Database Engine Services
            • SQL Server Replication
          • Client Tools Connectivity
          • Management Tools – Basic
            • Management Tools – Complete
          Step 10   Update the installation directories to install in C drive and click Next.
          Step 11   Correct any issues that have been flagged by the Installation Rules check and then click Next to proceed.
          Step 12   Select default Instance ID MSSQLSERVER.
          Step 13   Update the Instance root directory to be installed on the required drive and then click Next to proceed.
          Step 14   Check the the disk space requirements and click Next.
          Step 15   Choose the Service Accounts tab and set the following service configuration:
          • Locate the SQL Server Agent entry in the Service column, and set the corresponding Account Name to NT AUTHORITY\SYSTEM and the Startup Type to Automatic.
          • Locate the SQL Server Database Engine entry in the Service column and set the corresponding Account Name to NT AUTHORITY\SYSTEM and the Startup Type to Automatic.
          Step 16   Choose the Collation tab and click Customize under Database Engine.
          Step 17   Select Windows Collation Designator and sort order.
          Step 18   Select Collation Designator as Latin1_General (Latin1_General, Case In-sensitive, Accent Sensitive, kanatype-insensitive ,width-insensitive), check the Accent Sensitive check box and click OK. Click Next.
          Step 19   In the Database Engine Configuration window, configure the following:
          • Select Mixed Mode authentication and enter a password for the server administrators user.
          • In the Specify SQL Server administrators panel click Add Current User. Also, add any other accounts that require administrator permissions to the Database, for example, Domain Admins and Service Accounts.
          • Click Next.
          Step 20   In the Error Reporting window, click Next.

          Installation checks are performed in the Installation Configuration Rules page.

          Step 21   Correct any reported problems and click Next.
          Step 22   Review the installation summary and click Install to begin installing SQL Server 2008 R2.
          Step 23   When the installation is complete click Close.

          What to Do Next

          When the Microsoft SQL Server 2008 R2 installation completes, locate and install Microsoft SQL Server 2008 R2 Service Pack 1 and Service Pack 2 before proceeding.

          Configure Post-Install SQL

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

          Configure DTC

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

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

            Configure SQL Server Network Protocols

            Complete the following procedure to configure SQL Server network protocols:

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

              Configure Windows Server 2008 R2 Firewall for SQL Server

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

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

                SQL Server Backup Guidelines

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

                Install Unified CCDM Components on Side A and Side B

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

                Note


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

                Install Unified CCDM Database Server on Side A and Side B

                For dual-tier systems, perform a complete installation on the Side A servers, and then perform a complete installation on the Side B servers.Make sure that the prerequisites are met before you perform these installations. For more information on the prerequisites, see Windows Feature Requirements for Unified CCDM.

                Complete the following procedure to install the Unified CCDM Database server:


                Note


                It is required to complete CCDM Web server Side A installation before installing the CCDM Database server on Side B.
                Procedure
                  Step 1   Mount the correct version of the Unified CCDM ISO image to the virtual machine’s CD/DVD drive. For more information, see Mount and Unmount ISO Files.
                  Step 2   Double-click the mounted ISO image.
                  Step 3   In the Cisco Unified CCDM Installation window, choose the component Database server under Server Installation and click Install.
                  Step 4   In the Database Components - InstallShield Wizard popup wizard that contains the required software, click Install.
                  Step 5   Click Next in the Domain Manager Database Components - InstallShield wizard.
                  Step 6   Select I accept the terms in the license agreement in the License Agreement window. Click Next.
                  Step 7   Enter the passphrase using 6 to 35 characters and confirm the same passphrase in the Cryptography Configuration window.

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

                  Step 8   Configure the following in the Configure Database and click Next:
                  • Catalog Name — Enter a name for the database catalog that is used for Unified CCDM. It is required that you use the default name of Portal.
                  • Connect Using — Select this option to use the login credentials to connect.
                    • Windows authentication — This is a mandatory option.
                    • SQL Server authentication — Enter the SQL Server Login ID and Password. Use this option only if you are using a database catalog on a different domain.
                  Step 9   In the Destination Folder window, accept the default location for the Database Server installation. Click Next.
                  Step 10   Click Install in the Ready to Install the Program window.
                  Step 11   After the installation, uncheck Launch Database Management Utility. You can later set up the database manually.
                  Step 12   When the installation completes, click Finish.

                  Configure Database Server

                  Install Unified CCDM Portal Database on Side A and Side B

                  Navigate to Start>All Programs>Domain Manager>Database>Database Installer to launch the database install tool. (OR) If you have selected the Launch CCDM Database Management Utility check box after installing the Database component, the database set up wizard will launch automatically.

                  Complete the following procedure to setup the database server:

                  Procedure
                    Step 1   On the Database Setup page, click Next.
                    Step 2   Choose Install a new database from the Database setup page.
                    Step 3   Click Next.
                    Step 4   Enter the following details in the SQL Server Connection Details page:
                    • Server Name The name defaults to the Database Server machine name. Accept the default (local).
                    • Database Name Enter or select the name of the database catalog to use for Unified CCDM. It is necessary that you use the default name of Portal. This should match the database catalog name specified during Database Server installation.
                    • Connect Using—Select this option to use the login credentials to connect.
                      • Windows authentication—Select this option to use the windows account information to log in to your computer. This is a mandatory option.
                      • SQL Server authentication—Select this option only if you are using a database catalog on a different domain. Enter your SQL Server Login Name and Password in the fields provided.
                    Step 5   Click Test Connection to make sure the connection to the SQL Server is established. Click OK.
                    Step 6   Click Next.
                    Step 7   Check Replicated Configuration if the installation is on the Side B server.
                    Step 8   In the Setup Replication window, select Replicated Configuration and set up the replication folder share as follows:
                    • Share Name The name of the share for the ReplData folder. By default this is ReplData.
                    • Folder Path The path of the ReplData folder. This is configured in SQL Server, and is by default C:\Program Files\Microsoft SQL Server\MSSQL10_50.MSSQLSERVER\MSSQL\repldata.
                    Step 9   Click Next.
                    Step 10   Accept the default values in Configure the Location of Data Files.
                    Step 11   Click Next.
                    Step 12   In the Configure the Location of Data Files window, if you are not using a custom installation of SQL Server, accept the defaults and click Next. If you are using a custom installation of SQL Server, configure the data files as follows:
                    • Select the check box or boxes beside the file group or file groups you want to change.
                    • To change the Location, browse to the new location.
                    • To change the Max Size, specify the amount of space that should be allocated for the chosen file group or file groups.
                    • To specify a different Initial Size, first uncheck Set Initial Size to Max Size.
                    • You can also choose an unlimited file size by selecting Unrestricted Size, but this is not supported.
                    • Click Update to save your changes.
                    • Click Default to restore the settings for all file groups to their default.
                    • Click Next when you have finished.
                    Step 13   Configure the following in the Configure SQL Server Agent Service Identity window:
                    • Account Type - The type of user account that will be used. For a distributed installation, this must be a domain user account.
                    • User Name - Enter the name of the user account. Default value is sql_agent_user. If you selected the Account Type as Domain, enter the domain user account name instead. If you have specified a domain user, you will need to prefix the user name with the domain name, followed by a backslash.
                    • Automatically create the user account if missing - For a single-sided single server system, it is possible to create a local user automatically by selecting this check box.
                    • Password - Create a password for the new user, conforming to your individual system’s complexity requirements.
                    • Confirm Password - You will not be able to continue until the contents of this field are identical to the password entered above.
                    Step 14   In Ready to Install the database page, Click [B]Next[\B].
                    Step 15   In the Web Application Servers Network Service Configuration window, configure the following:
                    • Domain - The network domain in which the web server is on, for example ACMEDOM.
                    • Machine Name - The name of the machine, for example WEBSERVERA.
                    • Click Add to add each Web Server to the list.
                    • When all Web Servers have been added, click Next.
                    Step 16   In the Ready to install the Database window, click Next to begin installation.
                    Step 17   Click Close to close the installer.
                    Step 18   Unmount the iso image.
                    Step 19   Start the following Unified CCDM services under the Windows services:
                    • Data Import Server
                    • Partition Table Manager
                    • Provisioning Server
                    Step 20   Repeat steps 1 to 19 to setup database for Unified CCDM Data Server Side B.

                    Add SQL Login for Unified CCDM Web Server

                    You must create SQL logins so that the Unified CCDM web server can connect to the database server in distributed deployment.

                    Complete the following procedure to configure Unified CCDM database for Side A and B:

                    Procedure
                      Step 1   Log in to the Cisco Unified CCDM database server using domain administrator credentials.
                      Step 2   Choose Start > Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio and connect to the server.
                      Step 3   Expand Security > Logins.
                      Step 4   Right-click Logins and click New Logins.
                      Step 5   To add SQL logins for both the Side A and Side B Unified CCDM web servers, configure the following settings on the General page:
                      1. In the Login Name field, enter the name for the machine as <DOMAIN>\<Unified CCDM-WEB SERVER HOSTNAME>$.
                      2. Choose Windows Authentication unless you are connecting to a server on another domain.
                      3. Select Default language as English.
                      Step 6   Configure the following settings on the User Mapping page:
                      1. In the Users Mapped to this Login field, check the Portal check box.
                      2. To grant the Portal login, check the portalapp_role , portalreporting_role, portalrs_role, and public check boxes in the Database role membership for Portal field.
                      Step 7   Click OK.
                      Step 8   Repeat steps 1 to 7 to add SQL login for Unified CCDM Web Servers in Unified CCDM Database Server for Side B.

                      Install Unified CCDM Web Server on Side A and Side B


                      Note


                      It is required to complete CCDM Data server Side B installation before installing CCDM Web server on Side B.

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

                      Procedure
                        Step 1   Mount the correct version of the Unified CCDM ISO image to the virtual machine’s CD/DVD drive. For more information, see Mount and Unmount ISO Files.
                        Step 2   Double-click the mounted ISO image.
                        Step 3   In the Cisco Unified CCDM Installation window, choose the component App/Web server and click Install.
                        Step 4   In the Domain Manager: Application Server Components popup wizard that contains the required software, click Install.
                        Step 5   In Domain Manager: Application Server Component - IntsallShield Wizard, click Next.
                        Step 6   Select I accept the terms in the license agreement in the License agreement window, and click Next.
                        Step 7   Enter the passphrase using 6 to 35 characters and confirm the same in the Cryptography Configuration window, and click Next.

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

                        Step 8   In the Destination Folder window, accept the default location for the App/Web Server installation. Click Next.
                        Step 9   Configure the following in the Configure Database window and click Next:
                        • SQLServer Name - Enter the Side A database server host name. The default option is valid only for the All-in-One deployment type.
                          Note   

                          When you install the app/web server on Side B, enter the Side B database server host name.

                        • Catalog Name - Enter or select the name you selected while installing the Database Server component. The default value is Portal.
                        • Connect Using - Select the radio button of the login credentials you wish to apply.
                          • Windows authentication - This is a mandatory option.
                          • SQL Server authentication - Select this option only if you are using a database catalog on a different domain. For this option you must enter your SQL Server Login Name and Password in the fields provided.
                        Step 10   In the Ready to Install the Program window click Install. When the installation completes, click Finish.
                        Step 11   Click Yes to restart your system for the changes to take affect.
                        Step 12   Unmount the iso image.


                        Note


                        In a dual-sided Unified CCDM deployment setup, for replicating systems, repeat this installation for side B. It is required that you complete the side A installation of all components before installing side B.


                        Configure Unified CCE for Unified CCDM Connectivity

                        Complete the following procedures to configure Unified Contact Center Enterprise for Unified CCDM connectivity:

                        1. Configure Unified Contact Center Enterprise Administrative Workstations for Unified CCDM
                        2. Configure Unified CCE AWDB for Provisioning

                        Configure Unified Contact Center Enterprise Administrative Workstations for Unified CCDM

                        Ensure that you create a two-way trust relationship between the Unified CCDM domain and the UCCE domain before configuring AWDB. For more information, see Create Two-Way External Trust.

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

                        Complete the following procedure to configure AWDB:

                        Procedure
                          Step 1   Sign in to the Unified CCE Admin Workstation Server with local administrative privileges.
                          Step 2   Choose Start > Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio and connect to the server.
                          Step 3   Expand Security folder and choose Logins.
                          Step 4   Right-click Logins and choose New Logins.
                          Step 5   To add SQL logins for both the Side A and Side B Unified CCDM Servers ( this includes Web server and Database server on both the sides).

                          Configure the General page as follows:

                          1. In the Login Name field, enter the name for the machine in the following format: <DOMAIN>\<Unified CCDM-HOSTNAME>$.
                          2. Choose Windows Authentication unless you are connecting to a server on another domain.
                          3. Select Default language as English.

                          Configure the User Mapping page as follows:

                          1. In the Users mapped to this login field, check b.
                          2. In the Database role membership for field, check the following roles to grant to the AWDB login: public and db_datareader.
                          Step 6   Click OK.
                          Step 7   Repeat steps 1 to 6 for Side B if Unified Contact Center Enterprise AW server is dual-sided.

                          Configure Unified CCE AWDB for Provisioning

                          For each Unified Contact Center Enterprise instance that Unified CCDM Resource Management connects to must meet the following criteria:

                          • Unified CCDM Resource Management uses Cisco ConAPI for provisioning connections. This interface should have all the connections made to a primary distributor AW. If the AW is dual-sided, both the sides must be primary distributors.
                          • Configure an Application Instance on the UCCE distributor machine (AW) for Unified CCDM to connect to Unified Contact Center Enterprise. Configure the Application Instance with Application Type as Other.

                            Note


                            The application instance for CCDM is provided as part of the load base configuration. For more information, see Application Instance List from Load Base Configuration. The default name of the Application Instance is CCDM as per the Load Base configuration.


                          • If the AW is dual-sided, each Unified Contact Center Enterprise AW must connect to a different RMI registry port on the UCDM Database Server.

                          For multiple Unified Contact Center Enterprise instances that Unified CCDM Resource Management connects to, each Unified Contact Center Enterprise instance requires a distinct primary Distributor (AW) to connect to.

                          Set Up CMS Server on Unified CCE

                          A new application connection must be defined on each configured Unified Contact Center Enterprise instance for each Database Server. This ensures that in a dual-sided system, the alternate side can also connect to the Unified Contact Center Enterprise in a failover scenario.

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

                          Before You Begin

                          Before configuring the Unified CCDM server cluster you must ensure that the CMS Server(s) are set up correctly on each Unified Contact Center Enterprise for each Unified CCDM Database Server. Firstly, check that the CMS Node option was selected when the Admin Workstation was configured. You can determine if this was the case by looking for a cmsnode and a cms_jserver process running on the Unified Contact Center Enterprise.

                          Procedure
                            Step 1   On the Cisco Unified CCE Admin Workstation Server Side A, choose Start > All Programs > Cisco Unified CCE Tools > Administration Tools > CMS Control.
                            Step 2   Under Application tab, click Add and configure the following in the Application Connection Details page:
                            1. Administration & Data Server Link - Enter the name of the Unified CCDM Database Server. This should be in all capital letters, with Server appended, for example, CCDMDBServer.
                            2. Administration & Data Server RMI Registry Port - Enter the Unified Contact Center Enterprise AW port number for the Unified CCDM provisioning service to connect to. This is usually 2099. If the Unified CCDM provisioning service connects to multiple Unified CCE instances, it is required that each instance should use a different port.

                              When you configure CMS server on Unified CCE at Side B, use a different RMI registry port.

                            3. Application link - Enter the name of the Unified CCDM Database Server. This should be in all capital letters, with Client appended, for example, CCDMDBClient.
                            4. Application RMI registry port - Enter the Unified CCDM Database Server port number for the Unified Contact Center Enterprise AW to connect to.

                              Preferably, this should be the same as for the Administration & Data Server RMI Registry Port. Each Unified Contact Center Enterprise AW must connect to a different port on the Unified CCDM Database Server. You should record this information for future use.

                            5. Application host name- Enter the server name, for example, Unified CCDM.
                            Step 3   Click OK twice to save your changes and to close the CMS control console.
                            Step 4   Repeat steps 1-3 to set up CMS Server on Cisco Unified CCE Admin Workstation Server (Side A) for Unified CCDM Database Server Side B.

                            Enure that you use the same ports used for Side A Unified CCDM Database Server under Application connection details.



                            Note


                            If the CMS JServer process fails to connect Unified CCDM, restart the Unified Contact Center Enterprise Distributor service.

                            Configure Unified CCDM Component

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

                            1. Configure Unified CCDM Cluster
                            2. Configure Replication

                            Configure Unified CCDM Cluster

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

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

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

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

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

                              The Database Connection page appears.

                              Step 2   Enter the following details in the Database Connection page:
                              1. The Server Name field default value is the current machine.
                              2. In the Database Name field, accept the default value (Portal).
                              3. In the Authentication field, accept the default value.
                              Step 3   Click Test to test the connection to the Database Server for the first time. If the test fails, check the Database Connection settings.
                              Step 4   Click OK to open the ICE.

                              When ICE starts, the Cluster Configuration tool is loaded as the default tool. You can use the Tool drop-down in the toolbar to switch to other ICE tools.


                              Set Up Servers

                              Complete the following procedures to setup the servers.

                              Set Up Unified CCDM Servers

                              Complete the following procedure to set up Unified CCDM servers:

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

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

                                Step 12   Click Exit to close the wizard.
                                Step 13   Click Save on ICE window.

                                Setup Unified CCE Servers in Unified CCDM Cluster

                                Complete the following procedure to configure Unified Contact Center Enterprise for Unified CCDM:

                                Procedure
                                  Step 1   Navigate to Start > Programs > Domain Manager > Configuration Tools > Integrated Configuration Environment.
                                  Step 2   In the ICE Cluster Configuration tool, choose Setup tab and click Configure Cisco Unified Contact Center Enterprise Servers to start the wizard and click Next.
                                  Step 3   In Select Task choose Add a New Instance and click Next.
                                  Step 4   In Specify Resource Name, specify a name for the instance you want to configure. Click Next.
                                  Step 5   In Select Required Components, select the required components in the deployment and click Next:
                                  • Admin Workstation - This is a required component in all configurations.
                                  • ConAPI Server (Provisioning) - Select this option if you require resource management.
                                  Step 6   In Configure Redundancy, select whether you want to configure a single-sided or a dual-sided setup.
                                  Step 7   In Configure AW Server, enter the primary server name and IP address.
                                  Note   

                                  If Unified Contact Center Enterprise is dual-sided, then enter the secondary server name and the IP address also.

                                  Step 8   In Configure Connection Details, choose Windows Authentication. Click Next.
                                  Step 9   In Select Unified Contact Center Enterprise Instance, select the AW instance for the deployment and click Next.
                                  Step 10   In Configure Cisco Unified Contact Center Enterprise Server window, perform the following:
                                  • Enter the domain username and password for primary Unified CCE Admin workstation server in Configure Primary Unified Config Web Service page and click Next.
                                  • If Unified Contact Center Enterprise is dual-sided, then enter the domain username and password for secondary Unified CCE Admin Workstation server in Configure Secondary Unified Config Web Service page and Click Next.
                                  Note   

                                  Use the domain account credentials to login, username format must be username@domain.com.

                                  Step 11   If you selected the option ConAPI Server (Provisioning) option in Step 4, enter the following details:
                                  • Local Registry Port - Enter the port number of the Unified Contact Center Enterprise for the Unified CCDM Provisioning service to connect to. This is usually 2099. Ensure that you enter the same Unfied CCDM Database Server port number configured in the Application RMI registery port of the Set Up CMS Server on Unified CCE.
                                  • Remote Registry Port - Enter the port number of the Unified CCDM Database Server for the Unified Contact Center Enterprise to connect to. This is usually 2099. Ensure that you enter the same Unified CCE AW port number configured in the Administration & Data Server RMI Registry Port of the Set Up CMS Server on Unified CCE.
                                  • Local Port - Select this as the designated port for live provisioning traffic between the Unified Contact Center Enterprise and Unified CCDM servers. Assign a unique port for each Unified Contact Center Enterprise. Configure the firewall between the Unified Contact Center Enterprise and Unified CCDM server to allow two-way traffic on this port.
                                  Note   

                                  If Unified Contact Center Enterprise is dual-sided, enter the same port details configured for Side B in Set up CMS Server on Unified Contact Center Enterprise.

                                  Step 12   In Configure ConAPI Application Instance dialog box, enter the following details and click Next:
                                  • Application Name - Name of the application to be used for provisioning Unified Contact Center Enterprise from Unified CCDM. Enter the value as CCDM (pre-configured as part of load base configurations).
                                  • Application Key - Use the password for the application you specified above.
                                  Step 13   In the Multi Media Support dialog box, select Yes if you are using a Cisco Unified WIM and EIM application instance to provide support for non-voice interactions. The default is No.
                                  Step 14   In the Purge On Delete dialog box, select Yes if you want to purge items from the Unified Contact Center Enterprise automatically when they are deleted from Unified CCDM. The default is Yes.
                                  Step 15   In the Self Skilling Enabled dialog box, select Yes if you want to allow agents to re-skill themselves. The default is No.
                                  Step 16   In the Supervisor Active Directory Integration dialog box, select Yes if you want to enable support for associating existing Active Directory user accounts for Unified Contact Center Enterprise Supervisors. The default is No. If you select Yes, enter the following in the Configure Active Directory Connections:
                                  1. Primary Domain Controller - Enter the addresses of the primary and secondary domain controllers and configure the required security settings to connect. Click Next.
                                  2. In the Select Supervisor Active Directory Location, select the required active directory and click Next.
                                  Step 17   Review the details in the Summary page and click Next to apply the changes to the model.
                                  Step 18   When the Unified Contact Center Enterprise is successfully configured click Exit to close the wizard and then click Save to retain your changes to the database.

                                  Create Unified CCDM Tenants and Folders and Equipment Mapping

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

                                  Create Unified CCDM Tenants, Folders and Equipment Mapping

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

                                  Create Tenants

                                  Complete the following procedure to create Unified CCDM tenants.

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

                                    Create Folders

                                    Complete the following procedure to create Unified CCDM folders.

                                    Procedure
                                      Step 1   In the ICE Cluster Configuration tool, choose Equipment Mapping tab.
                                      Step 2   In the center pane, right-click the tenant that you created and choose Add Folder.
                                      Step 3   In the Folder Details dialog box, enter the name of the new folder. optionally, in the Description field, enter a description.
                                      Step 4   Click OK.

                                      Create an Equipment Mapping

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

                                      Procedure
                                        Step 1   In the ICE Cluster Configuration tool, choose Equipment Mapping tab.
                                        Step 2   In the folder tree, select the tenant or folder into which you want to import the resources from the Contact Center equipment.
                                        Step 3   In the adjoining pane select the check box or check boxes next to each item of Unified contact Center Enterprise equipment that you want to associate with the selected folder or tenant.
                                        Step 4   In the right-hand pane, choose Default Import Location or Remote Tenant Mapping.

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

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

                                        Step 5   Click Save.

                                        Configure Replication

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

                                        Complete the procedures to configure replication in a dual-sided Unified CCDM deployment setup.

                                        Procedure
                                          Step 1   Launch the Integrated Configuration Environment on Unified CCDM Database Server Side A. For more information, see Launch the Integrated Configuration Environment.
                                          Step 2   In the left pane, select Tools and select Replication Manager from the drop-down list.
                                          Step 3   Configure setup to enable SQL Server Replication for the Unified CCDM databases in a dual-sided environment. For more information, see Setup.
                                          Step 4   Configure monitor to check the general health of SQL Server Replication between Unified CCDM databases. For more information, see Monitor.

                                          Setup

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

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

                                            Monitor

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

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

                                              Logging into Unified CCDM

                                              Procedure
                                                Step 1   In the App/Web server, navigate to Start > All Programs > Domain Manager > Web > Domain Manager to open Unified CCDM web portal. This will open the Unified CCDM web page, which you can bookmark.
                                                Step 2   For login to a new system, use the username ‘administrator’ and a blank password. You are prompted to change the administrator password. If you logged into an upgraded system, enter the password that you created when you first logged in.
                                                Step 3   Once you log in using the administrator credentials, you can create Users for the Tenants that your created. For more information, see User Configuration.

                                                Configure Single Sign-On

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


                                                Note


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


                                                Administrator Account Setup

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

                                                Procedure
                                                  Step 1   In the CCDM Web Server, choose Start > All Programs > Domain Manager > Web > Domain Manager to launch the Domain Manager and Log in as administrator. Log in to Unified CCDM as administrator.
                                                  Step 2   In User Manager, create a user account to be the new administrator account.
                                                  Note    For the login name, use the format <DOMAIN>\<your domain login>, for example, ACMEDOM\jsmith. The password should conform to the password security specified in System Settings.
                                                  Step 3   Check the Advanced mode check box.
                                                  Step 4   Click New User and choose Groups tab.
                                                  Step 5   Click Add to group.
                                                  Step 6   Check the Administrators group check box .
                                                  Step 7   Click Save.

                                                  Configure SSO Authentication for Unified CCDM

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

                                                  Procedure
                                                    Step 1   On the Database server, select Start > All Programs > Domain Manager > Configuration Tools > Integrated Configuration Environment.
                                                    Step 2   In the Database Connection window, specify the following:
                                                    • In the Server Name field, default value is the current machine name. You cannot change this value.
                                                    • In the Database field, accept the default value (Portal).
                                                    • In the Authentication field, accept the default value.
                                                    Step 3   Click OK to open the Integrated Configuration Environment.
                                                    Step 4   Select System Properties in the Tools drop-down list in the Integrated Configuration Environment.
                                                    Step 5   In the Global properties tab, navigate to Login Authentication Configuration group > Login Authentication Mode property.
                                                    Step 6   Using the drop-down against the property value, change the value from Portal to Active Directory.
                                                    Step 7   Save the configuration changes, and click Exit.
                                                    Step 8   On the Application and Web server, navigate to the location where Unified CCDM is installed (usually C:\Program Files\Domain manager ). Right-click the Web folder and click Properties.
                                                    Step 9   Select the Security tab and ensure that all the domain users have Read, and Read and Execute permissions on this folder.
                                                    Step 10   Click Advanced settings. Ensure that Include Inheritable permissions from this object's parent is selected. If not, click Change Permissions, select the option and click OK.
                                                    Step 11   Click OK to close the properties dialog.
                                                    Step 12   Execute the iisreset command, from a command window.
                                                    Note   

                                                    Users will now be able to access Unified CCDM directly from their domain account without logging in again.


                                                    Manage Users with Single Sign-On

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

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

                                                    The first time a user access Unified CCDM using SSO, a dialog box may appear requesting for Windows username and password. To sign in automatically, the user will have to add the Unified CCDM website to the list of local intranet sites in their browser.

                                                    Configure SNMP for CCDM

                                                    To add SNMP configuration to CCDM, follow these steps:

                                                    Procedure
                                                      Step 1   Click Start. Navigate to Control Panel > Classic View > Programs and Features.
                                                      Step 2   Click Turn Windows Features On or Off.
                                                      Step 3   In the Server Manager page, in the Features Summary area, click Add Features.
                                                      Step 4   Check SNMP Services check box and click Next.
                                                      Step 5   In the Confirm Installation Selections dialog box, click Install.

                                                      The SNMP Service will start automatically. This includes agents that monitor the activity in network devices and report to the network console workstation.

                                                      Step 6   Click Start.
                                                      Step 7   Navigate to Control Panel > Classic View > Administrative Tools > Services. From the list, right-click SNMP Service and select Properties.

                                                      The SNMP Service Properties window opens.

                                                      Step 8   Under the Security tab, in the Accepted Communities area, click Add. From the Rights drop-down list, select READ ONLY.
                                                      Step 9   In the Community Name field, enter a name. For example, public. Click OK.
                                                      Step 10   Click the Add button, and select Accept SNMP Packets from Any Host. Click OK.
                                                      Step 11   Restart the SNMP Service.
                                                      Step 12   To restart the service, click Start.
                                                      1. Navigate to Control Panel > Classic View > Administrative Tools > Services.
                                                      2. From the list, right-click SNMP Service, and click Restart.

                                                      Install and Configure Unified Communications Domain Manager

                                                      Install and Upgrade Unified Communications Domain Manager

                                                      Install Unified Communications Domain Manager

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

                                                      Procedure
                                                        Step 1   After obtaining the OVA file from Cisco.com, deploy the OVF template from the vSphere Client.
                                                        Note    The setup file contains the OVA file along with software and platform upgrade files .
                                                        Step 2   Power on the virtual machine (VM) and log in using the username install and the password install.

                                                        The Setup wizard starts to configure the system.

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

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

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

                                                        Upgrade Unified Communications Domain Manager

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

                                                        Procedure
                                                          Step 1   Obtain the latest Platform upgrade and USM code.
                                                          Step 2   Use SFTP to access the Unified Communications Domain Manager using the username usmcli and the password usmcli.
                                                          Step 3   Upload the upgrade files to the usmcli home directory.
                                                          Step 4   Use SSH to access the Unified Communications Manager server using the username usmcli and the password usmcli.
                                                          Step 5   Enter the command enable to enter into enable mode.
                                                          Step 6   Enter the command software.
                                                          Step 7   Enter the command Upgrade.
                                                          Step 8   Upgrade the platform version.


                                                          Note    System will reboot after the upgrade.
                                                          Step 9   Upgrade the application and repeat step 5 through step 7.



                                                          Configure Unified Communications Domain Manager

                                                          Prerequisites for Unified Communications Domain Manager

                                                          Before you configure Unified Communications Domain Manager, you must load the basedata and dial plan models into Unified Communications Domain Manager. Complete the following procedures for prerequisites configurations.

                                                          You can download the models from Cisco.com. Models are Excel spreadsheets that you upload to Unified Communications Domain Manager have the following characteristics:

                                                          • Models are required and define Unified Communications Domain Manager behavior.
                                                          • Models contain domain-specific configuration objects, such as Unified Communications Manager route patterns, partitions, route filters, calling search spaces (CSS) and PGW MML commands.
                                                          • Models generally are spread over multiple device-specific files (for example, the Unified Communications Manager model and PGW model are two different files).
                                                          • Because one model may depend on another, the wrong upload sequence can cause errors. For example, loading the CER model before the Unified Communications Manager model results in errors.
                                                          In the following sequence load the Basedata model and Dial Plan model:
                                                          • Dial Plan Model
                                                            1. Generation 1 (G1) generic dial plan (Site Code + Extension): All directory numbers, voicemail pilots, and mailbox numbers follow the site location code + extension format. This is the solution-validated dial plan for contact center.
                                                            2. Generation 2 (G2) flat dial plan (Extension only): Consists of flat 4 to 11 digit dialing across all locations and supports random unique directory number assignment across locations.
                                                            Perform the following steps to load the base data and dial plan model files with Default Character Encoding . After each submission, click the job number for the submission and review the transactions to verify that the files loaded successfully.
                                                            1. Schedule a new Bulk Loader job and load the following base data model files:
                                                              • 01-GenericBD-8.1.2-G1Modelv00c.xls
                                                              • 01-ModelSpecificBD-8.1.2-G1Modelv00c.xls
                                                            2. Schedule a new Model Loader job and load the following network component model files:
                                                              • 02-LeafCluster-8.1.2-G1Modelv00c.xls
                                                              • 02-SME-8.1.2-G1Modelv00c.xls
                                                              • 03-IOSDevice-IOS12X-8.1.2-G1Modelv00c.xls
                                                              • 03-IOSDevice-IOS15X-8.1.2-G1Modelv00c.xls
                                                              • 04-PGWmml-8.1.2-G1Modelv00c.xls
                                                              • 05-PGWx10-8.1.2-G1Modelv00c.xls
                                                            3. Schedule a new Bulk Loader job and load the following country dial plan model files:
                                                              • CtryDP-BD-USA-8.1.2-G1Modelv00c.xls
                                                              • CtryDP-BD-GBR-8.1.2-G1Modelv00c.xls
                                                            4. Schedule a new Model Loader job and load the following country dial plan model files:
                                                              • CtryDP-LC-USA-8.1.1-G2Modelv01.xls
                                                              • CtryDP-LC-GBR-8.1.1-G2Modelv01.xls
                                                            5. Perform one of the following tasks:
                                                              • Do not load both the IOS 12.x and the IOS 15.x files.
                                                              • If IOS 12.x and IOS 15.x are installed, browse for the following files and upload them individually:
                                                                • IOS12X-USA-8.1.2-G1Modelv00c.xls
                                                                • IOS12X-GBR-8.1.2-G1Modelv00c.xl
                                                              • If only IOS15X is installed, browse for the following files and upload them individually:
                                                                • IOS15X-USA-8.1.2-G1Modelv00c.xls
                                                                • IOS15X-GBR-8.1.2-G1Modelv00c.xls
                                                          Load the Basedata Model

                                                          Complete the following procedure to load the Basedata model.

                                                          Procedure
                                                            Step 1   Log in to Unified Communications Domain Manager.
                                                            Step 2   Load the Basedata models from Unified Communications Domain Manager GUI menu General Tools > Bulk load > Schedule New Job.
                                                            Step 3   Click Browse to find the appropriate spreadsheet to load.
                                                            Note   

                                                            After you upload, click Show Details to confirm that all the rows were added properly.


                                                            Load the Dial Plan Models

                                                            Complete the following procedure to load the DialPlan models.

                                                            Procedure
                                                              Step 1   Navigate to Dial Plan Tools > Configuration Models.
                                                              Step 2   Select Model Loader.
                                                              Step 3   Click on Schedule New Job button.
                                                              Step 4   In the Model Load Tools page that appears click Browse.
                                                              Step 5   Select the model file with extension .XLS, and click Open
                                                              Step 6   Click Submit to upload the model file
                                                              Step 7   Ensure that the model gets uploaded successfully without any error.
                                                              Step 8   Repeat steps 1-7 for each configuration model file generated for Contact Center services.

                                                              Static Configuration for Unified Communications Manager

                                                              Before you integrate Cisco Unified Communications Manager, you must perform the following procedures:


                                                              Note


                                                              Ensure that you perform these procedures manually on the Unified Communications Manager.


                                                              Configure Server
                                                              Procedure
                                                                Step 1   Log in to the Unified Communications Manager server.
                                                                Step 2   Navigate to System > Server.
                                                                Step 3   Change the hostname to an IP address for each node.

                                                                Configure Cisco Unified Communications Manager
                                                                Procedure
                                                                  Step 1   Navigate to System > Cisco Unified CM.
                                                                  Step 2   Select the Name.
                                                                  Step 3   Change the Cisco Unified Communications Manager Name field to the IP address of the server.
                                                                  Step 4   Click Reset.

                                                                  Configure Date and Time Group
                                                                  Procedure
                                                                    Step 1   Log in to the Unified Communications Manager server.
                                                                    Step 2   Choose System > Date and Time group > Add new.
                                                                    Step 3   Add the following information:
                                                                    • Group Name: Enter the name that you want to assign to the new date/time group .
                                                                      Note    Group Name format should comply with the VOSS template (for example, America-New_York, Europe-London).
                                                                    • Separator: Choose the separator character to use between the date fields (for example, /).
                                                                    • Date Format: Choose the date format for the date that appears on Cisco Unified IP Phones (for example, D/M/Y).
                                                                    • Time Format: Choose the 12-hour or 24-hour time format.

                                                                    Configure IP Phone Services

                                                                    You must statically configure the following Phone Services on Unified Communications Manager before you initialize PBX:

                                                                    Configure Roaming Login/Logout Service

                                                                    Follow these steps to configure roaming Login/Logout Service on Unified Communications Domain Manager.

                                                                    Procedure
                                                                      Step 1   Log in to the Unified Communications Domain Manager GUI.
                                                                      Step 2   Navigate to Provider Administrator > Providers.
                                                                      Step 3   Select the appropriate provider and click Preferences.
                                                                      Step 4   Choose BVSMUserRoaming and uncheck Current Setting.
                                                                      Step 5   Click Modify.

                                                                      Configure Login/Logout Phone Service

                                                                      Follow these steps to configure Login/Logout Phone Service on Unified Communications Manager.

                                                                      Procedure
                                                                        Step 1   Log in to the Unified Communications Manager Administration GUI.
                                                                        Step 2   Navigate to Device > Device Settings > Phone Services.
                                                                        Step 3   Click Add New .
                                                                        Step 4   Enter Login/Logout as a Service Name.
                                                                        Step 5   Enter the Service Description.
                                                                        Step 6   Select the Service Category as XML Service from the drop-down list.
                                                                        Step 7   Select the Service Type as Standard IP Phone Service from the drop-down list.
                                                                        Step 8   Check the Enable check box.
                                                                        Step 9   Check the Enterprise Subscription check box. (By default, the check box is unchecked.)

                                                                        Configure Phone Services

                                                                        Follow these steps to configure Unified Communications Domain Manager Phone Services. This Service provides value-added applications (for example, Speed Dial, Call Forward). You can configure this service as per theUnified Communications Manager model Global Setting "USM Services."

                                                                        Procedure
                                                                          Step 1   Log in to the Unified Communications Manager Administration GUI.
                                                                          Step 2   Navigate to Device > Device Settings > Phone Services.
                                                                          Step 3   Click Add New.
                                                                          Step 4   Enter the Service Name: <name as configured in Global Settings>. For example, Phone Services.
                                                                          Step 5   Enter the description.
                                                                          Step 6   Enter the Service URL: http://<IP_Address_of_CUCDM_Server/bvsmweb/bvsmservices.cgi?device=#DEVICENAME#.
                                                                          Step 7   Select the Service Category as XML Service.
                                                                          Step 8   Select the Service Type as Standard IP Phone Service.
                                                                          Step 9   Check the Enable check box.
                                                                          Step 10   Check the Enterprise Subscription check box. (By default, the check box is unchecked.)

                                                                          Install Dial Plan

                                                                          You can install dial plan files from either a local or a remote source by using the same process that is described earlier in this chapter for installing software upgrades. See http:/​/​www.cisco.com/​en/​US/​docs/​voice_ip_comm/​cucm/​cucos/​8_6_1/​cucos/​osg_​861_​cm.html the CUCM operating system guide, under section "Software Upgrade Procedures" for more information about this process.

                                                                          After you install the dial plan files on the system, login to the Cisco Unified Communications Manager Administrationand navigate to Call Routing > Dial Plan Installer and install the Dial Plan.


                                                                          Note


                                                                          By default United States Dial plan exists only in Unified Communications Manager, if you add new country it needs Dial Plan with respect to that country. If dial plan is not uploaded you will get an Dial Plan error while loading static configuration in Cisco Unified Communications Domain Manager.
                                                                          Configure a Route Filter

                                                                          Complete the following procedure to configure a route filter.

                                                                          Procedure
                                                                            Step 1   Login to Cisco Unified Communications Manager Administration.
                                                                            Step 2   Navigate to Call Routing > Route Filter.
                                                                            Step 3   Click Add New.
                                                                            Step 4   Enter a Router Filter name for corresponding county.

                                                                            Example:For UK the Router Filter name will be NatCall-44 as per the VOSS template.
                                                                            Step 5   Click Add Clause and select the appropriate clause.

                                                                            Example:For UK the default clause of AREA-CODE and NATIONAL-ACCESS is EXISTS.
                                                                            Step 6   Click Save.

                                                                            Static Configuration for PGW
                                                                            Configuration Planning

                                                                            Planning for PGW configuration involves laying out a plan for the trunk group numbers, SIP signaling ports for the trunks, and the destination IP addresses for all of its interfaces. Figure 53971285-1 shows the PGW interfaces that require manual configuration.

                                                                            Figure 2. PGW Interfaces and Specifications



                                                                            Apart from the trunk configurations it is required, at this point, to choose a four-digit CPID for the UCCE server that will be added to the UCDM (Explained in a later section). The CPID can be any four-digit numerical value that is available for selection in UCDM.


                                                                            Note


                                                                            CPID is a numerical identifier given to each call processor added to UCDM. These call processors include CUCM, PGW, UCCE server, Unity Connection, etc. To get an available CPID value from UCDM, navigate to Network > Contact Centre, and click Add. In the Add Contact Center Server page, look for the CPID dropdown menu. Choose one of the values provided by the menu for configuring the trunk profile in PGW.


                                                                            Table 1 Configuration planning chart
                                                                            Interface Trunk group number Signaling port Dial plan/CPID
                                                                            PSTN Incoming:5000 5070 P#PADDEDCC#(not configurable; do not choose anything else
                                                                            CUBE(SP) Outgoing:3001 5071 1001 (Example of an available CPID for UCCE server)

                                                                            Note


                                                                            The Dial Plan name for PSTN is always in the format of P#PADDEDCC# where #PADDEDCC# is the three-digit zero-padded country code. For United States, the dial plan name will be P001.


                                                                            PGW MML Provisioning

                                                                            This section provides MML configuration examples for the plan created in the previous section, for a minimal setup.

                                                                            • Add listening ports to SIP service link

                                                                              Note


                                                                              Assumes that a SIP link (siplink-hcs-cc) is already added.


                                                                              • MML Commands
                                                                                prov-ed:SIPLNK:NAME= "siplink-hcs-cc",port=5070
                                                                            • Add routing objects for the incoming trunk from PSTN
                                                                              • Parameters

                                                                                Parameter

                                                                                Value

                                                                                Country United States (code=001)
                                                                                Trunk group name 5000
                                                                                Dial plan/custgrpid P001
                                                                                MGC IP address 10.4.250.6
                                                                                Listening port 5070
                                                                              • MML Commands
                                                                                prov-add:trnkgrp:name="5000",type="SIP_IN",svc="sip-path"
                                                                                prov-add:PROFILE:NAME="ccm-pstn-sip-profile", TYPE="sipprofile", custgrpid="P001",localport="5070", mgcdomain="10.4.250.6", mgcsipversion="SIP/2.0", sipdtmfcontenttype="1", subscribenotifysupport="0", support183="3", supportreliable100="MANDATORY", unsolicitednotifymethod="1"
                                                                                prov-add:TRNKGRPPROF:name="5000",profile="ccm-pstn-sip-profile"
                                                                                prov-add:IPINMAPPING:NAME="incoming-sip-pstn",DESC="Inbound SIP from CBO PSTN",SIGSVC="sip-path", ALLOWEDIP="0.0.0.0", ALLOWEDIPNETMASK="255.255.255.255",SIPPORT=5070,TRNKGRPNUM=5000
                                                                            • Add routing objects for the outgoing trunk to CUBE(SP)
                                                                              • Format:
                                                                                Route-trunk name rtetolc<CPID>
                                                                                Route-list name rtlist2lc<CPID>
                                                                              • Parameters:
                                                                                Parameter Value
                                                                                Trunk group name 3001
                                                                                CPID/custgrpid 1001
                                                                                CUBE(Ent) IP address 10.4.207.194
                                                                                Trunk port 5071
                                                                              • MML Commands
                                                                                prov-add:trnkgrp:name="3001",type="IP_SIP",svc="sip-path"
                                                                                prov-add:TRNKGRPPROF:name="3001",profile="cube-sip-profile"
                                                                                prov-add:IPROUTE:NAME="ipr1-3001",DESC="IP Route to Ent7 CC1 1001", DEST="10.4.207.194", NETMASK="255.255.255.255", NEXTHOP="IP_NextHop1", IPADDR="IP_Addr1", PRI=1
                                                                                prov-add:siprttrnkgrp: name="3001", url="10.4.207.194", srvrr=0,sipproxyport=5071, version="2.0",cutthrough=2, extsupport=1, domainbasedrtgsupport=0
                                                                                prov-add:rttrnk:weightedTG="OFF",name="rtetolc1001",trnkgrpnum=3001
                                                                                prov-add:rtlist:name="rtlist2lc1001",rtname="rtetolc1001",distrib="OFF"

                                                                            Basic Configuration of Unified Communications Domain Manager

                                                                            The following procedures illustrate the workflow for provisioning UC services using the Unified Communications Domain Manager. Note that not all levels are used in the Cisco HCS environment as we use single provider/single Reseller/Multiple Customers/Single division per Customer/Multiple locations per Customer. You can assign administration rights to the Administrators at the Super User/ Provider/Customer/Location levels.

                                                                            The Unified Communications Domain Manager maintains different hierarchy levels from where you can manage configuration objects. The following are all possible levels:

                                                                            • Provider
                                                                            • Reseller
                                                                            • Customer
                                                                            • Division
                                                                            • Location

                                                                            Note


                                                                            Not all levels are used in the Cisco HCS environment as we use single Provider/single Reseller/Multiple Customers/Single division per Customer/Multiple locations per Customer.


                                                                            Add Provider

                                                                            Complete the following procedure to add a provider.

                                                                            Procedure
                                                                              Step 1   Log in to Unified Communications Domain Manager.
                                                                              Step 2   Choose Provider Administration > Providers > Add and populate the Add Provider form.
                                                                              Step 3   Enter all the required fields in the form.
                                                                              Step 4   Select the *Type of hardware deployed* and Branding from the drop-down list.
                                                                              Step 5   Click Add.
                                                                              Step 6   Choose Provider Administration >Provider countries > Add to associate the provider with the countries.

                                                                              Add Reseller

                                                                              Unified Communications Domain Manager supports the creation of multiple resellers under the same Provider. You can use this level in hierarchy to create an administration boundary if the Provider manages the customers through these resellers.

                                                                              Complete the following procedure to add a reseller:

                                                                              Procedure
                                                                                Step 1   Log in to Unified Communications Domain Manager.
                                                                                Step 2   Choose General Administration > Resellers > Add.
                                                                                Step 3   Enter all the required fields in the form.
                                                                                Step 4   Click Add.

                                                                                Add Customer

                                                                                In the context of Cisco HCS and the Unified Communications Domain Manager, a single customer represents an enterprise that is buying cloud-based collaboration services from a service provider. Before the service provider can provide end user services, you must add the Customer to Unified Communications Domain Manager.

                                                                                To add a customer, follow these steps:

                                                                                Procedure
                                                                                  Step 1   Log in to Unified Communications Domain Manager.
                                                                                  Step 2   Navigate to General Administration > Customers > Add.
                                                                                  Step 3   Add customer-specific information such as name and address.
                                                                                  Note   

                                                                                  For the chosen dial plan (G1), there is no inter-site prefix.

                                                                                  Step 4   Click Add.

                                                                                  Hardware Groups

                                                                                  Hardware groups link architecture components into groups. This transaction selects a device from the specified group that is available for the required purpose.

                                                                                  For example, the Add Location transaction selects an IP PBX and a transit switch from the devices in the specified hardware groups. If multiple IP PBXs are in the hardware groups, Unified Communications Domain Manager selects one. The Add Location configures only one IP PBX selected from the hardware groups (Unified Communications Domain Manager does not configure all IP PBXs in the hardware groups).

                                                                                  Add Hardware Group

                                                                                  Complete the following procedure to add a hardware group.

                                                                                  Procedure
                                                                                    Step 1   From the Unified Communication Domain Manager GUI, navigate to Network >Hardware Groups >Add.
                                                                                    Step 2   Enter the name of the Hardware group that is specific to the customer and click Next.
                                                                                    Step 3   Select the devices such as local gateways, PBX devices, conference servers, console servers, voicemail servers, transit switches based on the required configuration by checking the check boxes at the right, and click Add.

                                                                                    Associate Hardware Groups with Customers

                                                                                    Customer administrators can access the Customer Hardware Group Management page by browsing to General Administration > Customers > Customer Name > Advanced Mgt. > Hardware Group Association.

                                                                                    Add New Divisions

                                                                                    This section describes how you can add new divisions to the system. Divisions group locations are aimed at large enterprises, or tenants, with many locations.

                                                                                    The grouping of locations into divisions enables easier day-to-day management so a customer administrator does not have to search through dozens or hundreds of locations.


                                                                                    Note


                                                                                    You do not need a new division for every location, but each customer must have at least one division to add a new location.


                                                                                    Follow these steps to add a new division:

                                                                                    Procedure
                                                                                      Step 1   In the Unified Communications Domain Manager, choose General Administration > Divisions.
                                                                                      Step 2   If not done already, select the relevant customer.
                                                                                      Note   

                                                                                      If you have an administration status higher than that of customer administration, to get to the division management page, you may be required to select the relevant provider, reseller, and customer before you can access division.

                                                                                      Step 3   Complete all the mandatory fields and assign the number of lines required, Phones Required, Subscriber number for each service, GUI Branding, and the click Add.
                                                                                      Step 4   Optionally you can select the security profile, if required.
                                                                                      Note    Make sure the numbers you enter for lines, phones, services , and so on. should be less than the available number of lines, phones , and so on. Any incorrect or over provisioning will generate an error and needs to you must enter the page.

                                                                                      Create Site Codes

                                                                                      Site codes are added under customer. Site codes are created automatically when you create a customer, you can manually create site codes.

                                                                                      If the customer needs variable length site codes, you must create site codes manually by navigating to Resources > Site Code Inventory > Add.

                                                                                      Configure IPPBX for Unified Communications Manager
                                                                                      Cisco Unified Communications Domain Manager Configuration—Add Unified Communications Manager Cluster and Initialize IPPBX
                                                                                      Add Cisco Unified Communications Manager Cluster

                                                                                      Follow this procedure to add a Unified Communications Manager cluster to Unified Communications Domain Manager:


                                                                                      Note


                                                                                      The administrator account password that you use for AXL communication between Unified Communications Domain Manager and Unified Communications Manager should not include the "@" character.


                                                                                      Procedure
                                                                                        Step 1   Navigate to Network > PBX Device.
                                                                                        Step 2   Select the appropriate provider.
                                                                                        Step 3   Click Add.
                                                                                        Step 4   Click Cisco Call Manager > Add.
                                                                                        • You must specify the Unified Communications Manager Software Version.
                                                                                        • You must specify the Unified Communications Manager publisher IP Address and Host Name. The hostname is case sensitive.
                                                                                        • The CCM Name must match the IP address of the publisher.
                                                                                        • You must specify Unified Communications Manager Publisher Username and Password. Unified Communications Domain Manager uses these credentials to initiate AXL communication with Unified Communications Manager.
                                                                                        • You must specify values for IPPBX, IPPBX Lines, and Max IPPBX Lines.
                                                                                        Step 5   After you complete all the fields, click Add.

                                                                                        Add Unified Communications Manager Servers and Groups

                                                                                        After the Unified Communications Manager cluster is added, you must add the Servers and Groups into Unified Communications Domain Manager.

                                                                                        Procedure
                                                                                          Step 1   Go to Network > PBX Devices.
                                                                                          Step 2   Select the appropriate provider.
                                                                                          Step 3   Click the Unified Communications Manager Cluster that was added in the previous step.
                                                                                          Step 4   Click Servers > Add.
                                                                                          • Unified Communications Manager Clusters that consist of multiple nodes will be identified in this section.
                                                                                          • The CCM Name must match the IP address of the node. Trunk Groups use the server Unified Communications Manager Name to identify the node.
                                                                                          Step 5   After you add the servers, go to Groups > Add.
                                                                                          Step 6   Enter a Group Name and enter a value for Maximum Streams supported.
                                                                                          Step 7   Check at least one group check box, either Phone or Trunk group.
                                                                                          Step 8   Select the CUCM server by checking the checkbox of relevant server to create the Group.
                                                                                          Step 9   Click Return to Manage Clusters.

                                                                                          Call Routing Prerequisites

                                                                                          Call routing connections for CUBE(SP) (Aggregation) must be provisioned using the Call Routing Connections feature. Configure the following for each:

                                                                                          • SIP Trunk(s)
                                                                                          • Route Group(s)
                                                                                          • Route List(s)
                                                                                          • Route Pattern(s)

                                                                                          Note


                                                                                          This is sample configuration for the United States of America (country code has to be replaced for other countries).


                                                                                          Table 2 Route Lists and Route Groups for Add Location
                                                                                          Route List Name Call Manager Group Route Group Name
                                                                                          EMERGENCY1 Phone-Group RG-AGGR
                                                                                          PSTNINT1 Trunk-Group RG-AGGR
                                                                                          PSTNNAT1 Trunk-Group RG-AGGR
                                                                                          SERVICE1 Phone-Group RG-AGGR
                                                                                          Table 3 Route Patterns for Add Location
                                                                                          Route Pattern Description Partition Route List

                                                                                          Route Pattern Model Type

                                                                                          \ +.!# Route Intl Calls # RouteSelPT-1 PSTNINT1 USA_INTL_wPlus
                                                                                          \ +.! Route Intl Calls to PSTN RouteSelPT-1 PSTNINT1 USA_INTL_wPlus
                                                                                          \ +1.!# Route Natl Calls # RouteSelPT-1 PSTNNAT1 USA_NATL_wPlus
                                                                                          \ +1.! Route Natl Calls to PSTN RouteSelPT-1 PSTNNAT1 USA_NATL_wPlus
                                                                                          \ +011.!# Route Service Calls # RouteSelPT-1 SERVICE1 USA_SVC_wPlus
                                                                                          \ +011.! Route Service Calls to PSTN RouteSelPT-1 SERVICE1 USA_SVC_wPlus

                                                                                          Complete the following steps to call routing prerequisites through Cisco Unified Communications Domain Manager.

                                                                                          Procedure
                                                                                            Step 1   Navigate to Network > PBX Devices.
                                                                                            Step 2   Click Connectivity against the Unified Communications Manager cluster to be used for the Unified Contact Center Enterprise services.
                                                                                            Step 3   Click PBX=>Connection Destination button in the following screen.
                                                                                            Step 4   Select the Connection Parent by clicking on it. For example, UCCE Connection.
                                                                                            Step 5   Add the required Trunks, Route Lists and Route Groups.

                                                                                            Initialize PBX

                                                                                            After you add the Unified Communications Manager cluster, servers, and groups to Unified Communications Domain Manager, the cluster can now be initialized.Unified Communications Domain Manager will construct configuration information and apply it to the Unified Communications Manager publisher.

                                                                                            Procedure
                                                                                              Step 1   Go to Network > PBX Devices.
                                                                                              Step 2   Select the appropriate provider.
                                                                                              Step 3   Select the appropriate Unified Communications Manager cluster.
                                                                                              Step 4   Go to the bottom of the page and click Load Static Config.
                                                                                              Step 5   Verify that the operation was successful by checking the output on the return screen. When the operation is successful, a time stamp is added to the cluster.

                                                                                              Cisco Unified Communications Domain Manager Configuration—Post Initialize IPPBX

                                                                                              After you add a Unified Communications Manager cluster and initialize the PBX (Unified Communications Manager), perform the procedures in:

                                                                                              Import Parameters
                                                                                              Procedure
                                                                                                Step 1   Go to Network > PBX Devices.
                                                                                                Step 2   Select the appropriate provider.
                                                                                                Step 3   Select the appropriate Unified Communications Manager cluster.
                                                                                                Step 4   Click Import/Refresh Items.
                                                                                                Step 5   Check the check box next to all items and click Import/Refresh Items.

                                                                                                Import IP Phone Services
                                                                                                Procedure
                                                                                                  Step 1   Go to Network > PBX Devices.
                                                                                                  Step 2   Select the appropriate provider.
                                                                                                  Step 3   Select the appropriate Unified Communications Manager cluster.
                                                                                                  Step 4   Click IP Phone Services.
                                                                                                  Step 5   Check the check box next to all items and click Import from Unified Communications Manager.

                                                                                                  Configure Locations
                                                                                                  To Add an Area Code

                                                                                                  To add an area code, perform the following:

                                                                                                  Procedure
                                                                                                    Step 1   Click Resources > E164 Inventory > Select the country > Next.
                                                                                                    Step 2   Click Area Code Management.
                                                                                                    Step 3   Enter the National Area Code, and click Add.

                                                                                                    Create Device Feature Groups for Contact Center

                                                                                                    Device feature groups are feature templates that define calling restrictions and feature activations for devices and lines. To add a feature group suitable for Contact Center Agent lines, perform this procedure in the Unified Communications Domain Manager administration interface.

                                                                                                    Procedure
                                                                                                      Step 1   Navigate to General Administration > Feature Groups.
                                                                                                      Step 2   Select the customer instance, for example, Customer_1.
                                                                                                      Step 3   Click Add.
                                                                                                      • Name - Name the feature group. For example, CC-FG1.
                                                                                                      • Description - Description of the feature group. For example, Contact Center Feature Group 1.
                                                                                                      • Outbound calls limitations - Class of Service for outbound calls. For example, National24Hrs-Standard-wCC.
                                                                                                      • Call forward limitations - Class of Service for call forwarding. For example, Default CoS.
                                                                                                      • Voicemail Template - Voicemail template for the user accounts. For example, Basic voicemail service type.
                                                                                                      • Inbound call options - Allow two Direct Dial Inward lines.
                                                                                                      • Number of extensions or lines - Two Numbers: DDI or Extension.
                                                                                                      • Idle URL: None.
                                                                                                      Step 4   Under the Value Add panel, select features as required.
                                                                                                      Step 5   Click Submit.

                                                                                                      Add a Location

                                                                                                      Complete the following procedure to add a location.

                                                                                                      Procedure
                                                                                                        Step 1   Choose General Administration > Locations > Add.
                                                                                                        Step 2   Complete all the mandatory fields.
                                                                                                        Step 3   Selecting Security Profile is optional. If you have your own security profile, you can select that using the drop-down menu.
                                                                                                        Step 4   Select the Hardware Group.
                                                                                                        Step 5   Select the appropriate dial plan. Select Subnets in the Subnets section, select Branding, and click Next.
                                                                                                        Step 6   Assign numbers for Lines, Services and Phone types and click Add.
                                                                                                        Step 7   Assigning a bandwidth group is optional. If you created a bandwidth group, it appears in the drop-down menu.

                                                                                                        Move External Numbers for Locations

                                                                                                        Complete the following procedure to move external numbers for locations.

                                                                                                        Procedure
                                                                                                          Step 1   Choose Resources > E164 Inventory > Select the country > Next.
                                                                                                          Step 2   Select the area code created.
                                                                                                          Step 3   Select Add Number to add a single number or select Add Number Range to add range of numbers.
                                                                                                          Step 4   Repeat step 4 and select Move Number range.
                                                                                                          1. Select Target to move the number range.
                                                                                                          2. Select Start of number range.
                                                                                                          3. Select End of number range.
                                                                                                          4. Click Move.

                                                                                                          Associate External Numbers to Internal Numbers

                                                                                                          Complete the following procedure to associate external numbers to internal numbers.

                                                                                                          Procedure
                                                                                                          Associate the internal numbers with the external numbers using location Administration > External Numbers > Associate Range.
                                                                                                          1. Under Map a PSTN Range to multiple extension, select the start range for PSTN number range and Extension Numbers.
                                                                                                          2. Select the end range for PSTN number range and Extension Numbers.
                                                                                                          3. Click Submit.

                                                                                                          Add Contact Center Server

                                                                                                          This section provides detailed workflow for provisioning Cisco Unified Customer Voice Portal (Unified CVP) services for Cisco Hosted Collaboration Solution through the Cisco Unified Communications Domain Manager administration interface. Unified Communications Domain Manager plays a vital role in integrating the Unified CVP with the Cisco Hosted Collaboration Solution infrastructure as well as with the Cisco Hosted Collaboration Solution dial plan. However, Unified Communications Domain Manager provisioning is restricted on the Cisco Unified Communications Manager and Cisco IOS gateways only. To provision the Cisco Unified Contact Center Enterprise (CCE) components, you must use other tools like Unified CCE ICM Configuration Manager or Unified Communications Domain Manager.

                                                                                                          It is assumed that the locations requiring Contact Center services are already created through Unified Communications Domain Manager. The workflow explained here instructs you how to add contact center services to these locations.

                                                                                                          This section presents the following topics:

                                                                                                          Unified Communications Domain Manager Base Configuration and Prerequisites

                                                                                                          This section explains the basic configuration in Unified Communications Domain Manager required before beginning to use it for Contact Center provisioning, and some prerequisites for the Contact Center locations.

                                                                                                          Unified Communications Manager Enterprise Parameters for Contact Center Locations

                                                                                                          Complete the following procedure using the Unified Communications Domain Manager administration interface to configure enterprise parameters for the Unified Communications Manager instance that serves the contact center.

                                                                                                          Procedure
                                                                                                            Step 1   Navigate to Network > PBX Devices.
                                                                                                            Step 2   Select Unified Communications Manager by clicking on its cluster name.
                                                                                                            Step 3   In the CCM Cluster Management page, click Attributes.
                                                                                                            Step 4   Perform a search for the word ClusterName to find the Attribute Code.
                                                                                                            Step 5   Under Current Settings, enter the Cluster Fully Qualified Domain Name of the Unified Communications Manager cluster, for example, ucm.customer_1.com.
                                                                                                            Step 6   Click Modify against the attribute code.
                                                                                                            Step 7   After updating the parameter, return to the Attributes page and search for the attribute code OrganizationDomain.
                                                                                                            Step 8   Under Current Settings, enter the Cluster Fully Qualified Domain Name of the Unified Communications Manager cluster, for example, ucm.customer_1.com.
                                                                                                            Step 9   Click Modify against the attribute code.

                                                                                                            Perform these steps for all Unified Communications Manager clusters to be used for Unified CVP integration.

                                                                                                            Note   

                                                                                                            The cluster fully qualified domain name is the name of the Unified Communications Manager Server Group that is defined in Unified CVP.


                                                                                                            Cisco Unified Communications Manager Groups and Media Resources

                                                                                                            Before adding phones, trunks, and other objects for Contact Center, ensure that the required Unified Communications Manager groups and media resource groups are configured in Unified Communications Manager using Unified Communications Domain Manager. This enables proper group assignment for devices when they are added.

                                                                                                            Perform the following steps to create and verify these configurations using Unified Communications Domain Manager.

                                                                                                            Procedure
                                                                                                              Step 1   Navigate to Network > PBX Devices.
                                                                                                              Step 2   Select the Unified Communications Manager cluster by clicking on its name.
                                                                                                              Step 3   On the CCM Cluster Management page, click Groups.
                                                                                                              Step 4   Click Add to add a new Unified Communications Manager group.
                                                                                                              1. Enter the group name.
                                                                                                              2. Select the Unified Communications Manager server.
                                                                                                              3. Click Submit.

                                                                                                              What to Do Next

                                                                                                              To add/verify a media resource group, follow these steps:

                                                                                                              1. Click Media Services in the Cisco Unified Communications Manager Cluster Management page.
                                                                                                              2. Click Media Resource Groups.
                                                                                                              3. Click Add to add a new Media Resource Group.

                                                                                                              Configure Phone Types for Unified CCE Agents

                                                                                                              Perform the following steps in the Unified Communications Domain Manager administration interface for the phone types to be used for the Unified CCE agents. Performing these steps supports the use of RT endpoints in UCCE as agent phones.

                                                                                                              Procedure
                                                                                                                Step 1   Navigate to Setup Tools > Phone Types > Phone Type Management.
                                                                                                                Step 2   Select the phone type, and modify the following parameters:
                                                                                                                • Default Max. Busy Trigger Value - Change the value for this field to 1.
                                                                                                                • Default Max. Number of Calls Waiting - Change the value for this field to 2.
                                                                                                                Step 3   Click Modify.
                                                                                                                Step 4   Repeat these steps for all required phone types.

                                                                                                                Configure Unified CVP Server in Cisco Unified Communications Domain Manager

                                                                                                                Perform this procedure to add and configure a Contact Center server to the Unified Communications Domain Manager provider inventory.

                                                                                                                Procedure
                                                                                                                  Step 1   Navigate to Network > Contact Center Server.
                                                                                                                  Step 2   Click Add to add a new Unified CVP server.
                                                                                                                  Step 3   Enter the following details in the next page:
                                                                                                                  • Hostname - Name must be unique to this provider.
                                                                                                                  • Description - Short description of the server, for example, Customer 1 Unified CVP server.
                                                                                                                  • Contact Center Version - Select the Unified CVP server version from the drop-down list.
                                                                                                                  • IP Address - Enter the IP address of the Unified CVP server, for example, 10.4.207.20.
                                                                                                                  • Country Code - Select the country, for example, United States.
                                                                                                                  • CPID - Choose an identifier for the server. Select the four-digit calling party ID (CPID) that was configured in the route list for CUBE(Ent). For example, select 1001.
                                                                                                                  • UCCE Network VRU - Enter the VRU label configured for the Unified CVP server. For example, 2222909090.
                                                                                                                  • Conference/Transfer Route Point Pattern - Enter the CTI route point pattern for conference and transfer, for example, 7XXX.
                                                                                                                  Step 4   Click Add.
                                                                                                                  Note   

                                                                                                                  The CPID that is assigned to the Unified CVP server here will be required for creating route lists in Unified Communications Manager.


                                                                                                                  Cisco Unified Communications Manager routing objects for Unified CVP

                                                                                                                  This section explains how to create the route lists, route groups, and trunks in Unified Communications Manager for Contact Center services.

                                                                                                                  Two route lists are required to configure the Unified Communications Manager for Unified CVP integration. One is to route the network VRU pattern to Cisco CVP setup, and the other is to route internal Contact Center pilot DNs to the Ingress gateway/CUBE(E). When a Unified CVP server is connected to Unified Communications Manager through Cisco Unified Communications Domain Manager, these route lists must exist in Unified Communications Manager for integration. Unified Communications Domain Manager identifies each route list by name, which is configured in a specific format including the CPID of the Unified CVP server. In Cisco Hosted Collaboration Solution, routing objects on Unified Communications Manager can be created using the Unified Communications Domain Manager administration interface. Follow the steps in the following sections to create a Unified CVP connection object, and to create the required trunks, route lists, and route groups towards Ingress gateway and Unified CVP.

                                                                                                                  Route to Ingress Gateway

                                                                                                                  Log in to the Unified Communications Domain Manager administration interface, and perform the following steps to complete a route configuration toward the Ingress gateway.

                                                                                                                  Create a connection object
                                                                                                                  Procedure
                                                                                                                    Step 1   Choose Network > PBX Devices.
                                                                                                                    Step 2   Click Connectivity for the Unified Communications Manager cluster to be used for the Contact Center services.
                                                                                                                    Step 3   Click PBX==>Connection Destination.
                                                                                                                    Step 4   Click Add Connection.
                                                                                                                    • Connection Name - Enter a name for the connection object. For example, Unified CVP Connection.
                                                                                                                    • Description - Description for the connection. For example, UCM-CVP connection for Enterprise.
                                                                                                                    • Device Protocol - Choose SIP from the menu.
                                                                                                                    Step 5   Click Next, and proceed to Create the Trunk.

                                                                                                                    Create the Trunk
                                                                                                                    Procedure
                                                                                                                      Step 1   Choose the following options for creating a trunk to the Ingress gateway.
                                                                                                                      • Device Name: Enter a name for the trunk. For example, TrunktoGWs.
                                                                                                                      • Description: Description of the trunk. For example, SIP Trunk toward CUBE(E)s.
                                                                                                                      • Trunk Model Type: Choose ToCUBEE.
                                                                                                                      • SIP Profile: Choose a SIP profile from the menu. If you require a custom SIP profile, create one manually in Unified Communications Manager and import it into Unified Communications Domain Manager.
                                                                                                                      • Run on Every Node: Enable this option.
                                                                                                                      • Destination(s): Fill in a list of IP addresses of the gateways, separated by comma. For example, 10.4.207.194:5060, 10.4.207.195:5060.
                                                                                                                      Note   

                                                                                                                      Leave all other fields with default values.

                                                                                                                      Step 2   Click Next, and proceed to Create the Route Groups.

                                                                                                                      Create the Route Groups
                                                                                                                      Procedure
                                                                                                                        Step 1   Choose the following options for creating a route group to the Ingress gateway.
                                                                                                                        • Route Group Name: Enter a name for the route group. For example, RG-CUBEE<CPID>. Replace <CPID> with the four-digit CPID of the Unified CCE server assigned by Unified Communications Domain Manager. For example, RG-CUBEE-1001.
                                                                                                                        • Distribution Algorithm: Choose a distribution algorithm for the trunk usage. For example, Circular.
                                                                                                                        • Associated Trunks: Select the trunk created earlier for the gateways. For example, TrunktoGWs.
                                                                                                                        Note   

                                                                                                                        Leave all other fields with default values.

                                                                                                                        Step 2   Click Next, and proceed to Create the Route Lists.

                                                                                                                        Create the Route Lists
                                                                                                                        Procedure
                                                                                                                          Step 1   Choose the following options for creating a route list to the Ingress gateway.
                                                                                                                          • Route List Name: Enter a name for the route list. The format is RL-CUBEE<CPID> . Replace <CPID> with the four-digit CPID of the server assigned by Unified Communications Domain Manager. For example, RL-CUBEE-1001 .
                                                                                                                          • Run on Every Node: Enable this option.
                                                                                                                          • Call Manager Group: Select a Unified Communications Manager group.
                                                                                                                          • Associated Route Groups: Select the route group that you created earlier. For example, RG-CUBEE-1001 .
                                                                                                                          Note   

                                                                                                                          Leave all other fields with default values.

                                                                                                                          Step 2   Click Finish.

                                                                                                                          Route connection toward the Ingress gateway is complete.


                                                                                                                          Route to Unified CVP

                                                                                                                          Log in to the Unified Communications Domain Manager administration interface and perform the following steps to complete a route configuration toward the Unified CVP server.

                                                                                                                          Create the Trunk
                                                                                                                          Procedure
                                                                                                                            Step 1   Choose Network > PBX Devices.
                                                                                                                            Step 2   Click Connectivity for the Unified Communications Manager cluster to be used for the Contact Center services.
                                                                                                                            Step 3   Click PBX==>Connection Destination.
                                                                                                                            Step 4   Select the Connection Parent by clicking on it. For example, Unified CVP Connection.
                                                                                                                            Step 5   In the Connection Trunks pane, click Add Trunk.
                                                                                                                            • Device Name - Enter a name for the trunk. For example, TrunktoCVP.
                                                                                                                            • Description - Description of the trunk. For example, SIP Trunk towards Unified CVP.
                                                                                                                            • Trunk Model Type - Choose ToCVP.
                                                                                                                            • SIP Profile - Choose a SIP profile from the menu. If you require a custom SIP profile, create one manually in the Unified Communications Manager and import it into Unified Communications Domain Manager.
                                                                                                                            • Run on Every Node - Enable this option.
                                                                                                                            • Destination(s) - Fill in a list of IP addresses of the CVP servers, separated by comma. For example, 10.4.207.5:5060, 10.4.207.15:5060.
                                                                                                                            Step 6   Click Finish, and proceed to Create the Route Groups.

                                                                                                                            Create the Route Groups
                                                                                                                            Procedure
                                                                                                                              Step 1   Choose Network > PBX Devices.
                                                                                                                              Step 2   Click Connectivity against the Unified Communications Manager cluster to be used for the Contact Center services.
                                                                                                                              Step 3   Click PBX==>Connection Destination.
                                                                                                                              Step 4   Select the Connection Parent by clicking on it. For example, Unified CVP Connection.
                                                                                                                              Step 5   In the Route Groups pane, click Add Route Groups.
                                                                                                                              • Route Group Name - Enter a name for the route group. For example, RG-CVP<CPID>. Replace <CPID> with the four-digit CPID of the Contact Center server assigned by Unified Communications Domain Manager. For example, RG-CVP-1001.
                                                                                                                              • Distribution Algorithm - Choose a distribution algorithm for the trunk usage. For example, Circular.
                                                                                                                              • Associated Trunks - Select the trunk that you created earlier for the gateways. For example, TrunktoCVP.
                                                                                                                              Step 6   Click Finish, and proceed to Creating the Route Lists.

                                                                                                                              Create the Route Lists
                                                                                                                              Procedure
                                                                                                                                Step 1   Choose Network > PBX Devices.
                                                                                                                                Step 2   Click Connectivity against the Unified Communications Manager cluster to be used for the Contact Center services.
                                                                                                                                Step 3   Click PBX==>Connection Destination.
                                                                                                                                Step 4   Select the Connection Parent by clicking on it. For example, Unified CVP Connection.
                                                                                                                                Step 5   In the Route Lists pane, click Add Route Lists.
                                                                                                                                • Route List Name -: Enter a name for the route list. The format is RL-CVP<CPID> . Replace <CPID> with the four-digit CPID of the Unified CVP server assigned by Unified Communications Domain Manager. For example, RL-CVP-1001 .
                                                                                                                                • Run on Every Node - Enable this option.
                                                                                                                                • Call Manager Group - Select a Unified Communications Manager group.
                                                                                                                                • Associated Route Groups - Select the route group that you created earlier. For example, RG-CVP-1001 .
                                                                                                                                Step 6   Click AddRouteList.
                                                                                                                                Note   

                                                                                                                                The routing connection toward the Unified CVP is complete.


                                                                                                                                Connect Unified CVP Server to Unified Communications Applications
                                                                                                                                Important: This procedure applies to deployments that include CUCDM 8.1.4.

                                                                                                                                According to Cisco Unified Communications Domain Manager, the Unified CVP server is the only component representing the Contact Center inventory in the system. To use a Unified Communications Manager cluster for the Unified Contact Center services, you must connect these applications to the Unified CVP server. This step is required for Unified CVP integration because it enables Unified Communications Domain Manager to choose the right Unified Communications Manager cluster for provisioning the Unified CVP integration.

                                                                                                                                Procedure
                                                                                                                                  Step 1   Choose Network > Contact Center Server.
                                                                                                                                  Step 2   Click Connectivity for the Unified CVP server.
                                                                                                                                  Step 3   Under the PBX Device Name, click Connect for the applicable Unified Communications Manager cluster.
                                                                                                                                  Step 4   Ensure that the transactions are completed successfully without any errors.
                                                                                                                                  Step 5   Return to the Connectivity Management page, and ensure that the servers are connected by verifying the presence of Disconnect button against the Unified Communications Manager cluster.

                                                                                                                                  Additional Configurations for the 4000 Agent Deployment Model

                                                                                                                                  For the 4000 agent deployment model you must create an application user for the second agent PG to distribute the agent devices across the two peripheral gateways. UCDM creates only one application user when the Contact Center service is configured. The additional application user can be created on UCM by following the procedure described below.

                                                                                                                                  Procedure
                                                                                                                                    Step 1   Navigate to Network > PBX Devices.
                                                                                                                                    Step 2   Select the provider.
                                                                                                                                    Step 3   Click Application Users against the appropriate Unified Communications Manager cluster.
                                                                                                                                    Step 4   Click Add.
                                                                                                                                    Step 5   Under Add Application User, enter the second PG username.
                                                                                                                                    Step 6   Enter the description (optional) field.
                                                                                                                                    Step 7   Enter a password and confirm the password.
                                                                                                                                    Step 8   Click Add.
                                                                                                                                    Step 9   Login to Cisco Unified CM Administration, select the Application Users and make sure these roles are present in the Permissions Information window. If not, add the missing roles and click Save .
                                                                                                                                    • Standard CTI Allow Call Monitoring
                                                                                                                                    • Standard CTI Allow Call Recording
                                                                                                                                    • Standard CTI Allow Control of Phones Supporting Connected Xfer and Conf
                                                                                                                                    • Standard CTI Enabled

                                                                                                                                    Associate Contact Center Server with Customer

                                                                                                                                    To associate a Unified CVP server to an existing customer, a hardware group is first created that includes the Unified CVP server. This hardware group is then associated to the customer.

                                                                                                                                    Procedure
                                                                                                                                      Step 1   Choose Network > Hardware groups.
                                                                                                                                      Step 2   Click Add.
                                                                                                                                      • Name - Enter a name for the hardware group. For example, Cust_1_CC_HWG.
                                                                                                                                      • Description - Description for the hardware group. For example, Customer_1 CC hardware group.
                                                                                                                                      • Limit usage of this Hardware Group to - Select Any Action.
                                                                                                                                      Step 3   Click Next.
                                                                                                                                      Step 4   Select the Unified Communications Manager cluster and the Contact Center server.
                                                                                                                                      Step 5   Click Add.

                                                                                                                                      What to Do Next

                                                                                                                                      To associate the hardware group to a customer, perform the following steps:

                                                                                                                                      1. Choose General Administration > Customers.
                                                                                                                                      2. Select a customer by clicking on its name.
                                                                                                                                      3. On the Customer management page, click Advanced Management.
                                                                                                                                      4. Click Hardware Group Association.
                                                                                                                                      5. Under Available Hardware Group, click Associate for the Contact Center hardware group that you created previously. For example, Cust_1_CC_HWG.
                                                                                                                                      6. Ensure that the association transaction completes successfully without errors.

                                                                                                                                      Configure Contact Center Service

                                                                                                                                      Contact Center services hold configurations such as the hardware group that is used by the customer for contact center, pilot numbers and E.164 associations.

                                                                                                                                      Procedure
                                                                                                                                        Step 1   Choose Resources > Contact Center Service.
                                                                                                                                        Step 2   Select the customer instance, for example Customer_1.
                                                                                                                                        Step 3   On the Contact Center Services page, click Add.
                                                                                                                                        Step 4   Configure the service with the following fields:
                                                                                                                                        • Name - Enter a name for the contact center service, for example Cust_1_CCS.
                                                                                                                                        • Description - Description of the service, for example, Contact Center service for Customer_1.
                                                                                                                                        • Country - Select the country, for example, United States.
                                                                                                                                        • Site code - Select a site code for the contact center service. For example, 8005. You must create this code using the Resources > Site Code inventory page.
                                                                                                                                        • Contact Center Hardware Group - Select the Contact Center hardware group that you created earlier. For example, Cust_1_CC_HWG.
                                                                                                                                        • Extension Length - Select the number of digits in the extension (Internal Pilot). For example, 4. This enables configuration of Internal pilot DNs of the format 8005XXXX.
                                                                                                                                        Step 5   Click Next.
                                                                                                                                        Step 6   Select the configured contact center server from the drop-down list.
                                                                                                                                        Step 7   Enter the extension range to be used for pilots in the Extension Range(s) field. For example, 0001-0005.
                                                                                                                                        Step 8   Click Add.
                                                                                                                                        Note   

                                                                                                                                        You can create only one Contact Center service for a customer.


                                                                                                                                        Allocate E.164 Numbers for External Pilots
                                                                                                                                        Procedure
                                                                                                                                          Step 1   Choose Resources > E164 Inventory.
                                                                                                                                          Step 2   Select the country, for example, United States, and click Next.
                                                                                                                                          Step 3   Select the National Area Code, for example, 800, and click Next.
                                                                                                                                          • National Area Code - Verify that this number is correct.
                                                                                                                                          • Start of Number Range - The first external number in the pilot range, for example, 7000001.
                                                                                                                                          • End of Number Range - The last external number in the range for Contact Center pilots, for example, 7000010.
                                                                                                                                          • Hardware Group - Select the Contact Center hardware group that is associated with the customer. For example, Cust_1_CC_HWG.
                                                                                                                                          Step 4   In the following screen, click Add Number Range.
                                                                                                                                          Step 5   Click Add.

                                                                                                                                          What to Do Next

                                                                                                                                          To allocate the external numbers to the Contact Center service, follow these steps:

                                                                                                                                          1. Choose Resources > E164 Inventory.
                                                                                                                                          2. Select the country, for example, United States, and click Next.
                                                                                                                                          3. Select the National Area Code, for example 800, and click Next.
                                                                                                                                            • Select Location - The name of the Contact Center service. Choose the hierarchy from the drop-down list, for example, Cust_1_CCS.
                                                                                                                                            • Start of Number Range - The first external number in the pilot range, for example, 7000001.
                                                                                                                                            • End of Number Range - The last external number in the range for Contact Center pilots, for example 7000010.
                                                                                                                                          4. In the following screen, click Move Number Range.
                                                                                                                                          5. Click Move.

                                                                                                                                          The E.164 numbers are now allocated to the customer Contact Center service. These numbers can be used as external Contact Center pilots.

                                                                                                                                          Create Contact Center pilots

                                                                                                                                          This section describes how to assign Contact Center pilots to the customer contact center service. Any number of pilot numbers can be associated with the service, and the pilots that are associated can be used by all locations under the customer instance.

                                                                                                                                          To configure internal pilot numbers to an already created Contact Center service, follow these steps in the Unified Communications Domain Manager administration interface.

                                                                                                                                          Procedure
                                                                                                                                            Step 1   Choose Resources > Contact Center Service.
                                                                                                                                            Step 2   Select the customer instance, for example Customer_1.
                                                                                                                                            Step 3   In the Contact Center Services page, click the name of the service for which you intend to create and associate the pilots. For example, Cust_1_CCS.
                                                                                                                                            Step 4   Click the Pilot Number on the top right of the page.
                                                                                                                                            Step 5   On the Pilot Number Management page, click Add.
                                                                                                                                            Step 6   Select Pilot Number.
                                                                                                                                            Step 7   Choose a pilot extension from the drop-down list, for example, Extension Number 0001.
                                                                                                                                            Step 8   Click Add.
                                                                                                                                            Step 9   Repeat the steps to add multiple internal pilots to the service.

                                                                                                                                            What to Do Next

                                                                                                                                            Associate External E.164 Numbers to Internal Pilots

                                                                                                                                            Associate External E.164 Numbers to Internal Pilots

                                                                                                                                            Perform this procedure to associate external E.164 numbers to the internal pilots.

                                                                                                                                            Procedure
                                                                                                                                              Step 1   Choose Resources > Contact Center Service.
                                                                                                                                              Step 2   Select the customer instance, for example, Customer_1.
                                                                                                                                              Step 3   On the Contact Center Services page, click the name of the service name for which you intend to create and associate the pilots. For example, Cust_1_CCS.
                                                                                                                                              Step 4   Click PSTN Number Management.
                                                                                                                                              Step 5   In the Manage External Number (E.164) Usage page, click Associate Range.
                                                                                                                                              Step 6   Select Map a PSTN Range to a single extension.
                                                                                                                                              • Range Start - Under PSTN Numbers select the E.164 number to associate, for example 8007000001. Under Pilot Numbers select the internal number of the pilot, for example 0001.
                                                                                                                                              • Range End - Under PSTN Numbers select the same E.164 number, for example 8007000001.
                                                                                                                                              Step 7   Click Submit.
                                                                                                                                              Step 8   Repeat steps to associate more numbers.
                                                                                                                                              Note   

                                                                                                                                              You can associate only one E.164 number at a time to internal pilot. Bulk association is not supported.


                                                                                                                                              Add Agent Phones and Tagging
                                                                                                                                              Procedure
                                                                                                                                                Step 1   Choose Location Administration > Phone Inventory and click Add Phone.
                                                                                                                                                Step 2   Select Move target to the desired location.
                                                                                                                                                Step 3   Enter the phone type and MAC address for the phone and click Add Phone.
                                                                                                                                                Step 4   After the Add Phone operation is successful, choose Location Administration > Phone Registration.
                                                                                                                                                Step 5   Select the phone to be registered.
                                                                                                                                                Step 6   Select Standard SIP profile and then select values for the Soft Key Template and Button Template.
                                                                                                                                                Step 7   Enter details for the Name, Media Service, and Feature Group fields and click Next.
                                                                                                                                                Step 8   Select the extension number for the phone and click Next.
                                                                                                                                                Step 9   Enter the label for the phone and click Register.

                                                                                                                                                What to Do Next

                                                                                                                                                Follow these steps to tag phones to the agent line:

                                                                                                                                                1. Choose Local Administration > Phone Management.
                                                                                                                                                2. Select the previously registered phone and check Contact Center Agent Line under Advanced line settings, then click Modify.

                                                                                                                                                Note


                                                                                                                                                The Contact Center Agent Line check box is dimmed if the contact center services are not enabled for the location.


                                                                                                                                                For the 4000 agent deployment model, to tag the agent phones so that they are associated to the second agent PG, perform tagging as follows:

                                                                                                                                                1. Choose Network > PBX Devices.
                                                                                                                                                2. Select the provider.
                                                                                                                                                3. Click Application Users for the Unified Communications Manager cluster.
                                                                                                                                                4. Click the application user that you added for the second PG.
                                                                                                                                                5. Click Associated Devices.
                                                                                                                                                6. Select the phones that are to be associated to the second PG.
                                                                                                                                                7. Click Submit.

                                                                                                                                                Install and Configure ASA Firewall and NAT

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

                                                                                                                                                Configure Multiple Context Modes

                                                                                                                                                Enable Multiple Context Modes

                                                                                                                                                Complete the following procedure to enable multiple context mode:

                                                                                                                                                Procedure
                                                                                                                                                Enter the following command in configuration mode to enable multiple context mode. mode multiple
                                                                                                                                                Note   

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


                                                                                                                                                Configure Interfaces in the System Execution Space

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

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

                                                                                                                                                    no shut

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

                                                                                                                                                  no shut

                                                                                                                                                  Step 3   To assign the sub-interface to the customer1 context, navigate to the sub-interface and enter the following commands:

                                                                                                                                                  interface GigabitEthernet0/1.1

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

                                                                                                                                                  no shut

                                                                                                                                                  Step 4   To assign the sub-interface to the customer2 context, navigate to the sub-interface and enter the following commands:

                                                                                                                                                  interface GigabitEthernet0/1.2

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

                                                                                                                                                  no shut

                                                                                                                                                  Step 5   Navigate to the interface GigabitEthernet 0/0 and enter the following command:

                                                                                                                                                  no shut

                                                                                                                                                  Step 6   To assign the sub-interface to the customer1 context, navigate to the sub-interface and enter the following commands:

                                                                                                                                                  interface GigabitEthernet0/0.1

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

                                                                                                                                                  no shut

                                                                                                                                                  Step 7   To assign the sub-interface to the customer2 context, navigate to the sub-interface and enter the following commands:

                                                                                                                                                  interface GigabitEthernet0/0.2

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

                                                                                                                                                  no shut


                                                                                                                                                  Configure Security Contexts

                                                                                                                                                  Complete the following procedure to configure security contexts:

                                                                                                                                                  Procedure
                                                                                                                                                    Step 1   Configure the hostname:

                                                                                                                                                    hostname ASA5585

                                                                                                                                                    Step 2   Configure the admin context name in configuration mode:

                                                                                                                                                    admin-context admin

                                                                                                                                                    Step 3   Navigate to the context admin:

                                                                                                                                                    context admin

                                                                                                                                                    Step 4   Configure the admin context definitions:

                                                                                                                                                    description admin Context for admin purposes (optional)

                                                                                                                                                    allocate-interface Management0/0 manage_0 invisible#Allocate interface management 0/0 for admin context

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

                                                                                                                                                    Step 5   Create customer1 context :

                                                                                                                                                    context customer1

                                                                                                                                                    Step 6   Configure the customer1 context definitions:

                                                                                                                                                    description customer One context (optional)

                                                                                                                                                    allocate-interface GigabitEthernet0/1.1 cust1_inside invisible

                                                                                                                                                    allocate-interface GigabitEthernet0/0.1 cust1_outside invisible

                                                                                                                                                    config-url disk0:/customer1.cfg

                                                                                                                                                    Step 7   Create customer2 context :

                                                                                                                                                    context customer2

                                                                                                                                                    Step 8   Configure the customer2 context definitions:

                                                                                                                                                    description customer Two context (optional)

                                                                                                                                                    allocate-interface GigabitEthernet0/1.2 cust2_inside invisible

                                                                                                                                                    allocate-interface GigabitEthernet0/0.2 cust2_outside invisible

                                                                                                                                                    config-url disk0:/customer2.cfg


                                                                                                                                                    Assign MAC Addresses to Context Interfaces Automatically (Optional)

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

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

                                                                                                                                                    mac-address auto


                                                                                                                                                    Configure Interfaces in the Context

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

                                                                                                                                                    Procedure
                                                                                                                                                      Step 1   Navigate to admin context in configure mode:

                                                                                                                                                      config#changeto context admin

                                                                                                                                                      1. Navigate to the interface management:

                                                                                                                                                        interface manage_0

                                                                                                                                                      2. Configure the management interface of the admin context:

                                                                                                                                                        nameif management

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

                                                                                                                                                        hostname admin

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

                                                                                                                                                        crypto key generate rsa modulus modulus_size #Generates an RSA key pair, which is required for SSH. Suggested modulus value is 1024.

                                                                                                                                                        write memory #Saves the RSA keys to persistent flash memory.

                                                                                                                                                        aaa authentication ssh console LOCAL #Enables local authentication for SSH access.

                                                                                                                                                        username username password password #Creates a user in the local database that can be used for SSH access.

                                                                                                                                                        ssh 209.165.200.224 255.255.255.224 management #For each address or subnet, identifies the IP addresses from which the ASA accepts connections, and the interface on which you can SSH.

                                                                                                                                                        ssh timeout 5 #Sets the duration for how long an SSH session can be idle before the ASA disconnects the session.

                                                                                                                                                        http server enable #Enables the HTTPS server and by default, the port is 443.

                                                                                                                                                        http server 209.165.200.224 255.255.255.224

                                                                                                                                                        route management 0.0.0.0 0.0.0.0 209.165.200.226 #Enter the Default Static Route

                                                                                                                                                      Step 2   Navigate to customer1 context configure mode:

                                                                                                                                                      config#changeto context customer1

                                                                                                                                                      1. Navigate to the interface cust1_inside:

                                                                                                                                                        interface cust1_inside

                                                                                                                                                      2. Configure the inside interface of the customer1 context:

                                                                                                                                                        nameif inside

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

                                                                                                                                                      3. Navigate to the interface cust1_outside:

                                                                                                                                                        interface cust1_outside

                                                                                                                                                      4. Configure the outside interface of the customer1 context:

                                                                                                                                                        nameif outside

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

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

                                                                                                                                                        access-list outside-in extended permit ip any any

                                                                                                                                                        access-group outside-in in interface outside

                                                                                                                                                        hostname customer1

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

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

                                                                                                                                                        subnet 209.165.201.0 255.255.255.224

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

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

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

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

                                                                                                                                                        nat (inside,outside) static 209.165.202.130 service tcp 1433 1433 # Open SQL port for DATASERVER-A

                                                                                                                                                        nat (inside,outside) static 209.165.202.130 service tcp 2094 2094 # Open ConAPI port for DATASERVER-A

                                                                                                                                                        nat (inside,outside) static 209.165.202.130 service tcp 443 443 # Open HTTPS port for DATASERVER-A

                                                                                                                                                        object network DATASERVER-B

                                                                                                                                                        host 209.165.201.22

                                                                                                                                                        nat (inside,outside) static 209.165.202.131 service tcp 1433 1433 # Open SQL port for DATASERVER-B

                                                                                                                                                        nat (inside,outside) static 209.165.202.131 service tcp 2095 2095 # Open ConAPI port for DATASERVER-B

                                                                                                                                                        nat (inside,outside) static 209.165.202.131 service tcp 443 443 # Open HTTPS port for DATASERVER-B

                                                                                                                                                        route outside 0.0.0.0 0.0.0.0 209.165.202.158

                                                                                                                                                      Note    ConAPI ports for DATASERVER A and B should match with the ports configured in the CCDM cluster.
                                                                                                                                                      Step 3   Navigate to customer2 context in configure mode:

                                                                                                                                                      config#changeto context customer2

                                                                                                                                                      1. Navigate to the interface cust2_inside:

                                                                                                                                                        interface cust2_inside

                                                                                                                                                      2. Configure the inside interface of the customer2 context:

                                                                                                                                                        nameif inside

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

                                                                                                                                                      3. Navigate to the interface cust2_outside:

                                                                                                                                                        interface cust2_outside

                                                                                                                                                      4. Configure the outside interface of the customer2 context:

                                                                                                                                                        nameif outside

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

                                                                                                                                                        hostname customer2

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

                                                                                                                                                        access-list outside-in extended permit ip any any

                                                                                                                                                        access-group outside-in in interface outside

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

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

                                                                                                                                                        subnet 209.165.201.0 255.255.255.224

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

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

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

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

                                                                                                                                                        nat (inside,outside) static 209.165.202.130 service tcp 1433 1433 # Open SQL port for DATASERVER-A

                                                                                                                                                        nat (inside,outside) static 209.165.202.130 service tcp 2094 2094 # Open ConAPI port for DATASERVER-A

                                                                                                                                                        nat (inside,outside) static 209.165.202.130 service tcp 443 443 # Open HTTPS port for DATASERVER-A

                                                                                                                                                        object network DATASERVER-B

                                                                                                                                                        host 209.165.201.22

                                                                                                                                                        nat (inside,outside) static 209.165.202.131 service tcp 1433 1433 # Open SQL port for DATASERVER-B

                                                                                                                                                        nat (inside,outside) static 209.165.202.131 service tcp 2095 2095 # Open ConAPI port for DATASERVER-B

                                                                                                                                                        nat (inside,outside) static 209.165.202.131 service tcp 443 443 # Open HTTPS port for DATASERVER-B

                                                                                                                                                        route outside 0.0.0.0 0.0.0.0 209.165.202.158

                                                                                                                                                      Note   
                                                                                                                                                      • ConAPI ports for DATASERVER A and B should match with the ports configured in the CCDM cluster.