Installing and Configuring Cisco HCS for Contact Center 9.2(1)
Configure Customer Instance
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Configure Customer Instance

Contents

Configure Customer Instance

This chapter contains the procedures you must perform to create the following customer instances for Cisco Hosted Collaboration Solution for Contact Center.

Create Customer Instance to Deploy 500 Agent for Cisco HCS for Contact Center

Follow this sequence of tasks to create the customer instance to deploy 500 agent for Cisco HCS for Contact Center. After each task, return to this page to mark the task "done" and continue the sequence.

Set Up Virtual Machine Startup and Shutdown

Complete the following procedure to configure virtual machine startup and shutdown.

Procedure
    Step 1   From VMware vSphere client, select a virtual machine.
    Step 2   Click the Configuration tab.
    Step 3   Click the Virtual Machine Startup/Shutdown link.
    Step 4   Click Properties.
    Step 5   In the Virtual Machine Startup and Shutdown dialog box, check Allow virtual machines to start and stop automatically with the system.
    Step 6   Use the Move Up and Move Down buttons to rearrange the virtual machines under Automatic Startup in the following order:

    500 and 1000 Agent Deployment:

    • Unified CCE Database servers
    • Unified CCE Call Servers
    • Unified CVP Servers
    • Cisco Finesse servers
    • Unified Intelligence Center
    • Unified Communication Manager
    • Unified CVP Reporting Server
    • Unified CVP OAMP Server
    • Unified Contact Center Domain Manager

    Other HCS Deployments:

    • Unified CCE Rogger servers
    • Unified CCE AW-HDS-DDS
    • Unified CCE Agent PG Servers
    • Unified CVP Servers
    • Cisco Finesse servers
    • Unified Intelligence Center
    • Unified Communication Manager
    • Unified CVP Reporting Server
    • Unified CVP OAMP Server
    • Unified Contact Center Domain Manager
    Step 7   Click OK.

    Configure Unified CCE Call Server

    This section explains the configuration procedures you must perform for the Unified Contact Center Enterprise Call Server Sides A and B.

    Configure Domain Manager

    This procedure creates organizational unit (Cisco_ICM, facility,instance) from any of the Unified CCE servers.

    Note


    Domain Manager is one time configuration, need not repeat this configuration for side B.
    Procedure
      Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > Domain Manager.
      Step 2   Log in as a user who has permissions to create OUs in the domain.
      Step 3   In the pane on the left, expand the domain.
      Step 4   Add the Cisco Root as Cisco_ICM, :
      1. Under Cisco root, click Add.
      2. Select the organizational unit (OU) under which you want to create the Cisco Root OU, then click OK.

        When you return to the Domain Manager dialog box, the Cisco Root OU appears either at the domain root or under the OU you selected. You can now add the facility.

      Step 5   Add the facility organizational unit (OU):
      1. Select the Cisco Root OU under which you want to create the Facility OU.
      2. In the right pane, under Facility, click Add.
      3. Enter the name for the Facility. Then click OK.
      Step 6   Add the Instance OU:
      1. Navigate to and select the Facility OU under which you want to create the Instance OU.
      2. In the right pane, under Instance, click Add.
      3. Enter the instance name and click OK.
      Step 7   Click Close.

      Configure Generic Peripheral Gateway

      In CCE, the generic PG is called the Agent PG.
      Sequence Task
      1 Add the Generic PG
      2 Add PIM1 (CUCM PIM)
      3 Add PIM1 (first VRU PIM)
      4 Add PIM1 (second VRU PIM)
      5 Add PIM1 (third VRU PIM)
      6 Add PIM1 (fourth VRU PIM)
      7 After Creating PIMS
      Add Generic PG
      Procedure
        Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
        Step 2   Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
        Step 3   In the Peripheral Gateway Properties dialog box:
        1. Check Production mode.
        2. Check Auto start system startup.
        3. Check Duplexed Peripheral Gateway.
        4. Choose PG1 in the PG node Properties ID field.
        5. Select the appropriate side (Side A or Side B).
        6. Under Client Type pane, add CUCM and VRU to the selected types.
        7. Click Next.

        Add PIM1 (CUCM PIM)
        Procedure
          Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
          Step 2   Select CUCM and PIM1. Then click OK.
          Step 3   Check Enabled.
          Step 4   In the Peripheral name field, enter CM.
          Step 5   In the Peripheral ID field, enter 5000.
          Step 6   In the Agent extension length field, enter extension length for this deployment.
          Step 7   In the Unified Communications Manager Parameters pane, configure as follows:
          1. In the Service field, enter the hostname of the Unified Communications Manager Subscriber.
          2. In the User ID field, enter pguser.
          3. In the User password field, enter the password of the user that will be created on Unified Communications Manager.
          4. In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729.
          Step 8   Click OK.

          Add PIM2 (First VRU PIM)
          Procedure
            Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
            Step 2   Select Client Type of VRU and PIM2. Then click OK.
            Step 3   Check Enabled.
            Step 4   In the Peripheral name field, enter CVP1.
            Step 5   In the Peripheral ID field, enter 5001.
            Step 6   In the VRU hostname field, enter the hostname of CVP1 (Side A).
            Step 7   In the VRU Connect port field, enter 5000.
            Step 8   In the Reconnect interval (sec) field, enter 10.
            Step 9   In the Heartbeat interval (sec) field, enter 5.
            Step 10   In the DSCP field, choose CS3(24).
            Step 11   Click OK.

            Add PIM3 (Second VRU PIM)
            Procedure
              Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
              Step 2   Select Client Type of VRU and PIM3. Then click OK.
              Step 3   Check Enabled.
              Step 4   In the Peripheral name field, enter CVP2.
              Step 5   In the Peripheral ID field, enter 5002.
              Step 6   In the VRU host name, enter the IP address of CVP1 (Side B).
              Step 7   In the VRU Connect port field, enter 5000.
              Step 8   In the Reconnect interval (sec) field, enter 10.
              Step 9   In the Heartbeat interval (sec) field, enter 5.
              Step 10   In the DSCP field, choose CS3(24).
              Step 11   Click OK .

              Add PIM4 (Third VRU PIM)
              Procedure
                Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
                Step 2   Select Client Type of VRU and PIM4. Then click OK.
                Step 3   Check Enabled.
                Step 4   In the Peripheral name field, enter CVP3.
                Step 5   In the Peripheral ID field, enter 5003.
                Step 6   In the VRU host name, enter the IP address of CVP2 (Side A).
                Step 7   In the VRU Connect port field, enter 5000.
                Step 8   In the Reconnect interval (sec) field, enter 10.
                Step 9   In the Heartbeat interval (sec) field, enter 5.
                Step 10   In the DSCP field, choose CS3(24).
                Step 11   Click OK .

                Add PIM5 (Fourth VRU PIM)
                Procedure
                  Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
                  Step 2   Select Client Type of VRU and PIM4. Then click OK.
                  Step 3   Check Enabled.
                  Step 4   In the Peripheral name field, enter CVP4.
                  Step 5   In the Peripheral ID field, enter 5004.
                  Step 6   In the VRU host name, enter the IP address of CVP2 (Side B).
                  Step 7   In the VRU Connect port field, enter 5000.
                  Step 8   In the Reconnect interval (sec)field, enter 10.
                  Step 9   In the Heartbeat interval (sec field, enter 5.
                  Step 10   In the DSCP field, choose CS3(24).
                  Step 11   Click OK .

                  After Creating PIMs

                  Perform this task at the Peripheral Gateway Component Properties page.

                  Procedure
                    Step 1   Enter 5000 in the Logical Controller ID field.
                    Step 2   Enter 0 in the CTI Call Wrapup Data delay field.
                    Step 3   In the VRU Reporting pane, click Service Control and check Queue Reporting. Click Next to open the Device Management Protocol Properties dialog box.
                    Step 4   In the Device Management Protoculs Properties dialog box, complete all interface fields:
                    1. On Side A Preferred:
                      • Side A Properties panel, enter Call Router is local.
                      • Side B Properties panel, enter Call Router is remote (WAN).
                    2. On Side B Preferred:
                      • Side A Properties panel, enter Call Router is remote (WAN).
                      • Side B Properties panel, enter Call Router is local.
                    3. For both Sides:
                      • Accept the default in the Usable Bandwidth (kbps) field.
                      • Accept the default in the Heartbeat Interval (100ms) field.
                    4. Click Next.
                    Step 5   In the Peripheral Gateway Network Interfaces dialog box, complete all interface fields:
                    1. Enter the Private Interfaces and the Public (Visible) Interfaces.
                    2. Click the QoS button in the visible interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK.
                    3. Click the QoS button in the public interfaces section for Side A. In the PG Visible Link QoS Settings, check Enable QoS, click OK.
                    4. Click Next.
                    Step 6   In the Check Setup Information dialog box, click Next.
                    Step 7   In the Setup Complete dialog box, click Finish.
                    Step 8   Click Exit Wizard.

                    Configure CTI Server

                    Procedure
                      Step 1   In the Instance Components pane of the Components Setup dialog box click Add.
                      Step 2   In the Component Selection dialog box, click CTI Server.
                      1. Check Production mode.
                      2. Check Auto start at system startup.
                      3. Check Duplexed CTI Server.
                      4. Choose CG1 in the CG node properties pane ID field.
                      5. Enter 1 in the CG node properties ICM system ID field.
                      6. Click the appropriate side.
                      7. Click Next.
                      Step 3   In the Server Component Properties dialog box, configure as follows:
                      1. For Side A, enter 42027 in the Client Connection Port Number field.
                      2. For Side B, enter 43027 in the Client Connection Port Number field.
                      Step 4   Click Next.
                      Step 5   In the Network Interface Properties dialog box, fill in all interface fields Then click Next .
                      Step 6   Enter the PG public interfaces, CG private interface, and CG visible interfaces details and click Next.
                      Step 7   Under the Check Setup Information page, click Next.
                      Step 8   In the Setup Completed dialog box, click Finish.
                      Step 9   Click Exit Setup.

                      Configure Media Routing Peripheral Gateway

                      Complete the following procedure to set up the Unified CCE Media Routing Peripheral Gateway. The MR PG is required; you must configure it.

                      The Media Routing Peripheral Gateway can optionally have two PIMs—the MultiChannel PIM (PIM1) and the Outbound PIM (PIM2). The Multichannel PIM can be configured for Unified WIM and Unified EIM or for SocialMiner. You can configure these PIMs if you use those features.

                      Add Media Routing PG

                      Complete the following procedure to add the MR PG and the Multichannel PIM (PIM1) and the Outbound PIM (PIM2). You can have one of each PIM. The Multichannel PIM can be used for either Unified WIM/Unified WIM or for SocialMiner.

                      Procedure
                        Step 1   Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
                        Step 2   Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
                        Step 3   In the Peripheral Gateway Properties dialog box:
                        1. Check Production Mode.
                        2. Check Auto start system startup.
                        3. Check Duplexed Peripheral Gateway.
                        4. Choose PG2 in the PG node Properties ID field.
                        5. Click the appropriate side.
                        6. Under Client Type pane, add Media Routing to the selected types.
                        7. Click Next.
                        Step 4   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 (the Multichannel PIM) with the Client Type of Media Routing.
                        1. Check Enabled.
                        2. In the Peripheral name field, enter MR.
                        3. In the Peripheral ID field, enter 5005.
                        4. In the Application Hostname (1), field, enter the hostname or the IP address of the Unified WIM and EIM services server machine.
                        5. In the Application Connection Port (1), field, enter the port number on the Unified WIM and EIM services servermachine that the PIM will use to communicate with the application. The default port is 38001.
                        6. In the Application Hostname (2), field, leave the field blank.
                        7. In the Application connection port (2), field, leave the field blank.
                        8. In the Heartbeat interval (sec) field, enter 5.
                        9. In the Reconnect interval (sec) field, enter 10.
                        10. Click OK.
                        Step 5   Click Add and configure PIM2 (the Outbound PIM) with the client type of Media Routing as follows:
                        1. Check Enabled.
                        2. In the Peripheral name field, enter MR2 or a name of your choice.
                        3. In the Peripheral ID field, enter 5006.
                        4. In the Application Hostname(1) field, enter UCCE call server side A IP.
                        5. The Application Connection port (1), retain the default value.
                        6. In the Application Hostname (2), field, enter UCCE Call server side B IP.
                        7. The Application Connection port (2), retain the default value.
                        8. In the Heartbeat interval (sec) field, enter 5.
                        9. In the Reconnect interval (sec) field, enter 10,
                        10. Click OK.
                        Step 6   Enter 5001 in the Logical Controller ID field.
                        Step 7   Enter 0 in the CTI Call Wrapup Data delay field. Click Next.
                        Step 8   In the Device Management Protocol Properties dialog box, configure as follows:
                        1. On Side A Preferred:
                          • Side A Properties panel, enter Call Router is local.
                          • Side B Properties panel, enter Call Router is remote (WAN).
                        2. On Side B Preferred:
                          • Side A Properties panel, enter Call Router is remote (WAN).
                          • Side B Properties panel, enter Call Router is local.
                        3. For both Sides:
                          • Accept the default in the Usable Bandwidth (kbps) field.
                          • Enter 4 in the Heartbeat Interval (100ms) field.
                        4. Click Next.
                        Step 9   In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Visible Interfaces.

                        This step applies only to Side A.

                        1. Click the QoS button in the private interfaces section. In the PG Private Link Qos Settings, check the check box Enable QoS and click OK.
                        2. Click the QoS button in the visible interfaces section. In the PG Visible Link Qos Settings, check the check box Enable QoS and click OK .
                        3. Click Next.
                        Step 10   In the Check Setup Information dialog box, click Next.
                        Step 11   In the Setup Complete dialog box, click Finish.
                        Step 12   Click Exit Setup.

                        Configure CTI OS Server

                        Procedure
                          Step 1   Mount the CTIOS ISO image or copy the CTIOS installer to the local drive of the Unified CCE machine with a CUCM PG.
                          Step 2   If a maintenance release for CTIOS is available, copy the maintenance release to the local drive .
                          Step 3   Navigate to %Home\CTIOS\Installs\CTIOS Server and run setup.exe. Click Yes to the warning that the SNMP service will be stopped and then restarted after the installation completes.
                          Step 4   Accept the Software License Agreement.
                          Step 5   Browse to the location for the latest Maintenance Release, if any. Click Next.
                          Step 6   In CTI OS Instance dialog box, click in the CTI OS Instance List pane. In the Add CTIOS Server Instance window, enter your instance name and click OK.
                          Note    The CTIOS Instance Name must match with ICM Instance Name, else it will not reflect in the Diagnostics portico.
                          Step 7   Click Add in the CTI OS Server List pane. Click OK.
                          Step 8   In the Enter Desktop Drive dialog box, choose drive C. Click OK.
                          Step 9   In the CTI Server Information dialog box, enter the IP address of the Unified CCE machines where CTI Server is installed, and enter the ports for Side A (42027) and Side B (43027). Click Next.
                          Step 10   In the Peripheral Identifier dialog box, enter the following values and Click Next.
                          1. In the Peripheral ID field, enter the Peripheral ID of CUCM PG.
                          2. In the Login By pane, Choose Agent ID.
                          Step 11   In the Connect Information dialog box, enter Listen Port 42028 and accept all defaults and then click Next.
                          Step 12   In the Statistics Information dialog box, check Polling for Agent Statistics at End Call and then click Next.
                          Step 13   In the IPCC Silent Monitor Type dialog box, set Silent Monitor Type to CCM Based and click Next.
                          Step 14   In the Peer CTIOS Server dialog box, configure as follows:
                          1. Check Duplex CTIOS Install.
                          2. In the Peer CTIOS Server field, set the hostname/IP address of the other CTIOS Server in the duplex configuration.
                          3. In the Port field, enter 42028.
                          Step 15   Click Finish.
                          Step 16   In the Cisco CTIOS Server Security dialog box, uncheck Enable Security. Click OK.
                          Step 17   In the CTI OS Security dialog box, click Finish.
                          Step 18   When prompted to restart the computer, click Yes. If there is a Maintenance Release, its installation begins automatically.
                          Step 19   Follow all prompts to install the Maintenance Release, if there is one.
                          Step 20   When the Maintenance Release install completes, click Finish and follow the prompts to restart.
                          Step 21   Access Registry Editor (Start > Run > regedit).
                          Step 22   Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\Ctios\CTIOS_<instance name>\CTIOS1\Server\Agent.
                          Step 23   Set forceLogoutOnSessionClose to 1.

                          Install JTAPI


                          Note


                          This procedure is required for the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM. However, you must postpone this task until after you Configure Unified Communications Manager.

                          Complete the following procedure to install JTAPI on the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM for Side A and Side B.

                          Procedure
                            Step 1   Launch the Unified Communications Manager in a browser (https://{callmanager-hostname}) and log in.
                            Step 2   Navigate to Application > Plugins. Click Find.
                            Step 3   Download the Cisco JTAPI 64-bit Client for Windows.
                            Step 4   Install the downloaded file, accepting all of the default settings.
                            Step 5   At the prompt, enter the IP address for the Unified Communications Manager TFTP Server, and click Next.
                            Step 6   Click Finish.

                            Verify the Machine in Domain

                            For Unified CCE golden template, the Automation Tool script clones and deploys the virtual machines automatically to the destination domain. Complete the following procedure to verify if the Virtual Machine is placed in destination domain.
                            Procedure
                              Step 1   Log in to the Unified CCE machine.
                              Step 2   Navigate to Start > Administrative Tools > Server Manager to verify if the Virtual Machine is mapped to correct domain. If the machine is not in Domain, follow the below steps.
                              Step 3   Click Change System Properties on Right side panel to open System Properties.
                              Step 4   In Computer name tab, Click Change.
                              Step 5   Choose Domain radio button to change the member from Workgroup to Domain.
                              Step 6   Enter fully qualified Domain name and Click OK.
                              Step 7   In Windows security pop-up, Validate the domain credentials and click OK.
                              Step 8   On successful authentication, Click OK.
                              Step 9   Reboot the server and login with domain credentials.

                              Cisco SNMP Setup

                              Add Cisco SNMP Agent Management Snap-In

                              You can configure Cisco SNMP Agent Management settings using a Windows Management Console snap-in.

                              Complete the following procedure to add the snap-in and change Cisco SNMP Management settings.

                              Procedure
                                Step 1   From the Start menu, enter mmc.exe /32.
                                Step 2   From the Console, choose File > Add or Remove Snap-ins.
                                Step 3   In the Add or Remove Snap-ins dialog box, choose Cisco SNMP Agent Management from the list of available snap-ins. Click Add.
                                Step 4   In the Selected snap-ins pane, double-click Cisco SNMP Agent Management.
                                Step 5   In the Extentions for Cisco SNMP Agent Management dialog box, select Always enable all available extentions. Click OK.
                                Step 6   In the Add/Remove Snap-in window, click OK. The Cisco SNMP Agent Management Snap-in is now loaded into the console.

                                Save Cisco SNMP Agent Management Snap-In View

                                After you load the Cisco SNMP Agent Management MMC snap-in, you can save the console view to a file with a .MSC file extension. You can launch the file directly from Administrative Tools.

                                Complete the following procedure to save the Cisco SNMP Agent Management snap-in view.

                                Procedure
                                  Step 1   Choose File > Save.
                                  Step 2   In the Filename field, enter Cisco SNMP Agent Management.
                                  Step 3   In the Save As type field, choose a file name to map to the administrative tools such as Microsoft Management Console Files(*.msc).
                                  Step 4   Click Save.

                                  Set Up Community Names for SNMP V1 and V2c

                                  If you use SNMP v1 or v2c you must configure a community name so that Network Management Systems (NMSs) can access the data your server provides. Use SNMP community names to authenticate data exchange of SNMP information. An NMS can exchange SNMP information only with servers that use the same community name.

                                  Complete the following procedure to configure the community name for SNMP v1 and v2c.

                                  Before You Begin

                                  Ensure Cisco SNMP is added and saved using the procedures Add Cisco SNMP Agent Management Snap-In and Save Cisco SNMP Agent Management Snap-In View.

                                  Procedure
                                    Step 1   Choose Start > All Programs > Administrative tools > Cisco SNMP Agent Management.
                                    Step 2   Right-click Cisco SNMP Agent Management and choose Run as administrator.
                                    Step 3   The Cisco SNMP Agent Management screen lists some of the configurations that require SNMP for traps and system logs.
                                    Step 4   Right-click Community Names (SNMP v1/v2c) and choose Properties.
                                    Step 5   In the Community Names (SNMP v1/v2c) Properties dialog box, click Add New Community.
                                    Step 6   In the Community Name field, enter a community name.
                                    Step 7   In the Host Address List, enter the host IP address.
                                    Step 8   Click Apply and click OK.

                                    Set Up SNMP User Names for SNMP V3

                                    If you use SNMP v3 you must configure a user name so that NMSs can access the data your server provides.

                                    Complete the following procedure to configure a user name for SNMP v3.

                                    Before You Begin

                                    Ensure Cisco SNMP is added and saved using the procedures Add Cisco SNMP Agent Management Snap-In and Save Cisco SNMP Agent Management Snap-In View.

                                    Procedure
                                      Step 1   From the Console Root, choose Cisco SNMP Agent Management > User Names (SNMP v3) > Properties.
                                      Step 2   Click Add New User.
                                      Step 3   In the User Name field, enter a username.
                                      Step 4   Click Save.
                                      Step 5   The username appears in the Configured Users pane at the top of the dialog box.
                                      Step 6   Click Apply and click OK.

                                      Set Up SNMP Trap Destinations

                                      You can configure SNMP Trap Destinations for SNMP v1, SNMP v2c, and SNMP v3. A Trap is a notification that the SNMP agent uses to inform the NMS of a certain event.

                                      Complete the following procedure to configure the trap destinations.

                                      Before You Begin

                                      Ensure Cisco SNMP is added and saved using the procedures Add Cisco SNMP Agent Management Snap-In and Save Cisco SNMP Agent Management Snap-In View.

                                      Procedure
                                        Step 1   From the Console Root, choose Cisco SNMP Agent Management > Trap Destinations > Properties.
                                        Step 2   Click Add Trap Entity.
                                        Step 3   Click the SNMP version that your NMS uses.
                                        Step 4   In the Trap Entity Name field, enter a name for the trap entity.
                                        Step 5   Choose the User Name/Community Name that you want to associate with this trap. This list is auto-populated with existing configured users/community names.
                                        Step 6   Enter one or more IP addresses in the IP Address entry field. Click Insert to define the destinations for the traps.
                                        Step 7   Click Apply and click Save to save the new trap destination.

                                        The trap entity name appears in the Trap Entities section at the top of the dialog box.

                                        Step 8   Click OK.

                                        Set Up SNMP Syslog Destinations

                                        You can configure Syslog destinations for SNMP from the Cisco SNMP Agent Management Snap-in.

                                        Complete the following procedure to configure Syslog destinations.

                                        Procedure
                                          Step 1   From the Console Root, choose Cisco SNMP Agent Management > Syslog Destinations > Properties.
                                          Step 2   Choose an Instance from the list box.
                                          Step 3   Check Enable Feed.
                                          Step 4   Enter an IP address or host name in the Collector Address field.
                                          Step 5   Click Save.
                                          Step 6   Click OK and restart the logger.

                                          Configure Unified CCE Data Server

                                          Configure Network Cards


                                          Note


                                          Do this for all the Unified Contact Center Enterprise virtual machines that have two network adapters.
                                          Procedure
                                            Step 1   Select Start and right-click Network and select Properties.
                                            Step 2   Click Change adapter settings to open the Network Connections page.
                                            Step 3   Rename the network adapter with Visible IP address configurations as Visible.
                                            Step 4   Rename the network adapter with Private IP address configurations as Private.
                                            Step 5   On the Network Connections page, press Alt N to display the Advanced menu.
                                            Step 6   From the Advanced menu, select Advanced Settings.
                                            Step 7   Under Adapters and Bindings, sort the connections so that visible is on top.
                                            Step 8   Click OK.

                                            Configure Private Ethernet Card
                                            Procedure
                                              Step 1   Right-click private and select Properties.
                                              Step 2   Uncheck Client for Microsoft Networks.
                                              Step 3   Uncheck File and Printer Sharing for Microsoft Networks.
                                              Step 4   Uncheck Internet Protocol Version 6 (TCP/IPV6).
                                              Step 5   Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.
                                              1. Remove the IP Address for the Default Gateway.
                                              2. Remove the IP Address for the Preferred DNS server.
                                              3. Remove the IP Address for the Alternate DNS server.
                                              Step 6   Click the Advance button. Open the DNS tab. Uncheck Register this connection's addresses in DNS.
                                              Step 7   Add an entry for the private IP address. Append a suffix such as p to the hostname for this IP, to identify it as private.
                                              Step 8   Click OK twice. Then, click Close.

                                              Configure Visible Ethernet Card
                                              Procedure
                                                Step 1   Right-click public and select Properties.
                                                Step 2   Check Client for Microsoft Networks.
                                                Step 3   Check File and Printer Sharing for Microsoft Networks.
                                                Step 4   Uncheck Internet Protocol Version 6 (TCP/IPV6).
                                                Step 5   Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.
                                                Step 6   Confirm the Public IP address, Subnet mask, Default gateway and Preferred DNs server, and click Advanced.
                                                Step 7   On the Advanced tab, enter the high public addresses.
                                                Step 8   On the DNS tab, in the DNS suffix for this connection field, enter the name of the local DNS zone for the server and check Register this connection's addresses in DNS.
                                                Step 9   If the server requires access to resources in a different trusting or trusted domain or DNS zone, select Append these DNS suffixes (in order) and enter the local DNS zone for the server first, and then add the other secondary zones that represent the trusting or trusted domain.

                                                Configure Unified CCE Encryption Utility

                                                Procedure
                                                  Step 1   Start All Programs > Cisco Unified CCE Tools.
                                                  Step 2   Select SSL Encryption Utility.
                                                  Step 3   Click the Certificate Administration tab.
                                                  Step 4   Click Uninstall. Select Yes.
                                                  Step 5   When the uninstallation completes, choose Install.

                                                  You see a stream of messages, ending with SSL Certificate successfully installed.

                                                  Step 6   Click Close.

                                                  What to Do Next

                                                  Create and Bind System CLI Certificate

                                                  Create and Bind System CLI Certificate

                                                  Complete the following procedure to create and bind the system CLI certificate:

                                                  Procedure
                                                    Step 1   Open the command prompt.
                                                    Step 2   Enter the command cd C:\icm\serviceability\diagnostics\bin and press Enter.
                                                    Step 3   Enter the command DiagFwCertMgr /task:CreateAndBindCert and press Enter.

                                                    Configure SQL Server

                                                    Procedure
                                                      Step 1   Go to Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio.
                                                      Step 2   Log in.
                                                      Step 3   Expand Security and then Logins.
                                                      Step 4   If the BUILTIN\Administrators group is not listed:
                                                      1. Right-click Logins and select New Login.
                                                      2. Click Search and then Locations to locate BUILTIN in the domain tree.
                                                      3. Type Administrators and click Check Name and then OK.
                                                      4. Double-click BUILTIN\Administrators.
                                                      5. Choose Server Roles.
                                                      6. Make sure that public and sysadmin are both checked.

                                                      Configure a Database Drive

                                                      DO THIS FOR Virtual Machines that require an additional hard drive to archive data.

                                                      Procedure
                                                        Step 1   Choose Start > All Programs > Administrative Tools > Computer Management.
                                                        Step 2   Under Storage, click Disk Management.
                                                        Step 3   Create a new disk partition as follows: right-click the disk you just initialized, choose New Simple Volume, and run the wizard.

                                                        Configure the Unified CCE Logger

                                                        Complete the following procedure to configure the Unified CCE Logger.


                                                        Note


                                                        Ensure that your browser is enabled.


                                                        Procedure
                                                          Step 1   Launch the Unified CCE Web Setup.
                                                          Step 2   Sign in using as domain user having local Administrator rights.
                                                          Step 3   Click Instance Management, and then click Add.
                                                          Step 4   In the Add Instance window, select Facility and Instance from the drop-down list.
                                                          Step 5   In the Instance Number field, enter 0. Click Save.
                                                          Step 6   Configure the logger database as follows:
                                                          1. Select Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.
                                                          2. Navigate to Server > Instance (logger being installed).
                                                          3. Right-click the instance name and choose Create to create the logger database.
                                                          4. In the Select Component dialog box, choose the logger you are working on ( Logger A or Logger B). Click OK.
                                                          5. At the prompt ""SQL Server is not configured properly. Do you want to configure it now?"", click Yes.
                                                          6. On the Configure page, in the SQL Server Configurations pane, check Memory (MB) = Dynamic and Recovery Interval = 1. Click OK.
                                                          7. On the Stop Server page, click Yes to stop the services.
                                                          8. In the Select Logger Type window, select Enterprise from the drop-down list. Click OK.
                                                          Step 7   In the Create Database window, configure the following to create the Log:
                                                          1. In the DB Type field, choose the side (A or B).
                                                          2. In the Storage pane, click Add.
                                                          Step 8   In the Add Device dialog box, configure as follows:
                                                          1. Click Log.
                                                          2. Choose the C drive.
                                                          3. Accept the default in the size field.
                                                          4. Click OK.
                                                          Step 9   In the Create Database dialog box, click Add.
                                                          Step 10   In the Add Device dialog box, configure as follows:
                                                          1. Click Data.
                                                          2. Choose the secondary drive (typically E).
                                                          3. Accept the default in the size field.
                                                          4. Click OK.
                                                          Step 11   In the Create Database dialog box, click Create and click Start.

                                                          When you see the successful creation message, click OK and click Close.

                                                          Step 12   Configure the logger component as follows:
                                                          1. Return to Unified CCE Web Setup. You might need to log in again.
                                                          2. Choose Component Management > Loggers. Click Add. Choose the Instance.
                                                          3. On the Deployment page, select the Logger (A or B). Select Duplexed. Click Next.
                                                          4. On the Central Controller Connectivity page, enter the host names for Sides A and B for the Router Private Interface and Logger Private Interface.
                                                          Step 13   On the Additional Options page, configure the following and click Next:
                                                          1. If an external AW-HDS-DDS exists in the deployment, then check Enable Historical/Detail Data Replication.
                                                          2. If no external AW-HDS-DDS exists in the deployment, leave Enable Historical/Detail Data Replication unchecked.
                                                          3. Check Display Database Purge Configuration Steps.
                                                          Step 14   On the Data Retention page, modify the Database Retention Configuration table:
                                                          1. For the seven following tables, set the retention period to 40 days: Application_Event, Event, Network_Event, Route_Call_Detail, Route_Call_Variable, Termination_Call_Detail, and Termination_Call_Variable.
                                                          2. Set the retention period for all other tables to 400 days.
                                                          3. Click Next.
                                                          Step 15   On the Data Purge page, configure purge for a time when there is low demand on the system. Click Next.
                                                          Step 16   Review the Summary page, and then click Finish.

                                                          Database and Log File Size

                                                          Complete the following procedure to increase the database and log sizes.

                                                          Procedure
                                                            Step 1   Navigate to Microsoft SQL Server 2008R2 > SQL Server Management Studio.
                                                            Step 2   Click Connect. In the left pane, expand Databases.
                                                            Step 3   In the left pane, select Files. Ensure that Auto Growth is enabled for data and log with Unrestricted File Growth.
                                                            Step 4   Set the initial size of the data and log files according to the following table
                                                            Table 2 Data and Log File Size
                                                            Database Data size (MB) Log Size Deployment
                                                            Side A, Side B 409600 1024 500 agent
                                                            Side A, Side B 665600 3072 1000 agent
                                                            Side A, Side B 122900 1024 Other HCS Deployments
                                                            Step 5   Check Enable Autogrowth and select Unrestricted File Growth. Click OK.

                                                            Configure Administration Server and Real-Time Data Server Components

                                                            Procedure
                                                              Step 1   Go to the Unified CCE Web Setup.
                                                              Step 2   Choose Component Management > Administration & Data Servers. Click Add.
                                                              Step 3   On the Add Administration & Data Servers page, configure as follows:
                                                              1. Choose the current instance
                                                              2. Click Enterprise. Then click Small to Medium Deployment Size.
                                                              3. Click Next.
                                                              Step 4   On the Role page, choose the option Administration Server and Real-time Data Server (AW). Click Next.
                                                              Step 5   On the Administration & Data Servers Connectivity page for Side A:
                                                              1. Click the radio button for Primary Administration & Data Server.
                                                              2. In the *Primary Administration & Data Server field, enter the hostname for the Side A server.
                                                              3. In the *Primary Administration & Data Server field, enter the hostname for the Side A server.
                                                              4. In the *Primary/Secondary Pair (Site) Name field, enter UCCE.
                                                              5. Click Next.

                                                              OR, on the Administration & Data Servers Connectivity page for Side B:

                                                              1. Click the radio button for Primary Administration & Data Server.
                                                              2. In the *Primary Administration & Data Server field, enter the hostname for the Side B server.
                                                              3. In the *Primary/Secondary Pair (Site) Name field, enter UCCE.
                                                              4. Click Next.
                                                              Step 6   On the Database and Options page, configure as follows:
                                                              1. In the Create Database(s) on Drive field, choose C.

                                                              2. Do not click the Agent Re-skilling Web Tool.
                                                              3. Check Configuration Management Service (CMS) Node.
                                                              4. Check Internet Script Editor (ISE) Server.
                                                              5. Click Next.
                                                              Step 7   On the Central Controller Connectivity page, configure as follows:
                                                              1. For Router Side A, enter the Call Server Side A Public hostname.
                                                              2. For Router Side B, enter the Call Server Side B Public hostname.
                                                              3. For Logger Side A, enter the Data Server Side A Public hostname.
                                                              4. For Logger Side B, enter the Data Server Side B Public hostname.
                                                              5. Enter the Central Controller Domain Name.
                                                              6. Select Central Controller Side A Preferred or Central Controller Side B Preferred, based on what side you are on.
                                                              7. Click Next.
                                                              Step 8   Review the Summary page, and then click Finish.

                                                              Load Base Configuration

                                                              Complete this procedure to upload the following base configuration parameters. For more information about base configuration parameter, see Base Configuration Parameters for 500 and 1000 Agent Deployment.
                                                              1. PG Explorer
                                                              2. Network VRU Explorer
                                                              3. System Information
                                                              4. Expanded Call Variable List
                                                              5. Network VRU Script
                                                              6. Default Agent Desk Settings
                                                              7. Application Instance List
                                                              8. Media Class for Multi Channel
                                                              9. Media Routing Domain
                                                              10. Network VRU Mapping
                                                              Procedure
                                                                Step 1   Download the HCS-921-500and1000-Agent-Day1-Configuration .zip file . Save it locally and unzip it.
                                                                Step 2   Download the Domain_​Update_​Tool.zip file. Save it locally and unzip it.
                                                                Step 3   Copy the configuration folder to the local drive of CCE Data Server on Side A.
                                                                Step 4   Open the ICMDBA Tool on the CCE Data Server on Side A.
                                                                Step 5   Select the CCE Data Server and expand the tree to <instance name>_sideA.
                                                                Step 6   Select Data on the menu bar and click Import.
                                                                Step 7   Browse to locate the configuration folder and click Open.
                                                                Step 8   Click OK and then click Import.
                                                                Step 9   Click Start and then click OK on all messages.
                                                                Step 10   Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell. Respond as follows:
                                                                1. For Server name, enter the computer name of the CCE Data Server Side A.
                                                                2. For Database name, enter <instance_sideA (Logger database)>.
                                                                3. For Domain Name, enter the customer's domain name.
                                                                Step 11   Return to the ICMDBA tool. Open Data on the menu bar and click Synchronize.
                                                                1. Enter the hostname for the CCE Data Server on Side A.
                                                                2. Enter the database name as <instance name>_sideA for the source side.
                                                                3. Enter the hostname for the CCE Data Server on Side B.
                                                                4. Enter the database name as <instance name>_sideB for the target side.
                                                                5. Click Synchronize.
                                                                Step 12   Click Start and then click OK on all messages.

                                                                Verify Cisco Diagnostic Framework Portico

                                                                Do this for the Unified CCE machines.

                                                                Procedure
                                                                  Step 1   Open the command prompt and enter cd C:\.
                                                                  Step 2   Enter cd icm\serviceability\diagnostics\bin and press Enter.
                                                                  Step 3   Enter DiagFwCertMgr /task:CreateAndBindCert /port:7890 and press Enter.
                                                                  Step 4   Go to Start -> Run and enter services.msc to open the Services tool. Make sure the Cisco Diagnostic Framework service is running. If it is not running start it.
                                                                  Step 5   Open Diagnostic Framework Portico: Start > Programs > Cisco Unified CCE Tools > Diagnostic Framework Portico. Then make sure you can log in to the Diagnostic Framework Portico using domain user credentials.

                                                                  Final Tasks

                                                                  Log in to Unified CCE Administration

                                                                  Complete the following procedure to log in to the Unified CCE administration.

                                                                  Procedure
                                                                    Step 1   Go to Start > All Programs > Cisco Unified CCE Tools > Administration Tools > CCE Web Administration.
                                                                    Step 2   Login with user credentials.

                                                                    Set the HCS Deployment Type

                                                                    Complete the following procedure to set the HCS deployment type.

                                                                    Procedure
                                                                      Step 1   Log in to the Unified CCE Administration.
                                                                      Step 2   Click the Settings tab.
                                                                      Step 3   Under Configure Deployment, select the Deployment Type.
                                                                      Step 4   Click Save and click Yes on the warning message.

                                                                      View the Deployment Type

                                                                      Complete the following procedure to view the deployment type.

                                                                      Procedure
                                                                        Step 1   Log in to the Unified CCE Administration.
                                                                        Step 2   Click the Home tab.
                                                                        Step 3   Click the General tab to view the deployment type.

                                                                        View the System Validation Rules

                                                                        Complete the following procedure to view the system validation rules.

                                                                        Procedure
                                                                          Step 1   Log in to the Unified CCE Administration.
                                                                          Step 2   Click the Home tab.
                                                                          Step 3   Click the System Validation tab.

                                                                          View the System Configuration Limits
                                                                          Complete the following procedure to view the Configuration Limits rules.
                                                                          Procedure
                                                                            Step 1   Log in to the Unified CCE Administration.
                                                                            Step 2   Click the Home tab.
                                                                            Step 3   Click the Capacity Info tab.

                                                                            Start Unified CCE Services

                                                                            The Unified CCE components run as a Windows service on the host computer. You can start, stop, or cycle these services from the Unified CCE Service Control tool on the desktop.


                                                                            Note


                                                                            This procedure is required for activating Unified CCE services. However, you must postpone this task until you install Unified CCE components in all Virtual machines given in the deployment model.
                                                                            Procedure
                                                                              Step 1   On each Unified CCE Server machine, open Unified CCE Service Control.
                                                                              Step 2   Select each CCE Componentin the following sequence and click Start.
                                                                              1. Logger A
                                                                              2. Router A
                                                                              3. PG's Side A
                                                                              4. Logger B
                                                                              5. Router B
                                                                              6. PG's Side B
                                                                              7. AW-HDS-DDS Server

                                                                              Configure Unified CVP

                                                                              This section explains the procedures to configure Unified CVP.

                                                                              Configure Unified CVP Server

                                                                              This section explains the procedures to configure Unified CVP Server.


                                                                              Note


                                                                              • There are two Unified CVP Servers for 500 agent deployment.
                                                                              • There are four Unified CVP Servers for 1000 agent deployment.
                                                                              • There are sixteen Unified CVP Servers for other agent deployments.

                                                                              Validate Network Card
                                                                              Procedure
                                                                                Step 1   Choose Start and right-click Network.
                                                                                Step 2   Select Properties. Then select Change Adapter Settings.
                                                                                Step 3   Right-click Local Area Connection and select Properties.
                                                                                Step 4   Uncheck Internet Protocol Version 6 (TCP/IPV6).
                                                                                Step 5   Check Internet Protocol Version 4 and select Properties.
                                                                                Step 6   Confirm the data for Visible IP addresses, Subnet mask, Default gateway and Preferred and alternate DNS servers for the template.
                                                                                Step 7   Click OK.

                                                                                Set up Unified CVP Media Service IIS

                                                                                Note


                                                                                To simplify ICM scripting, do not define Cisco Unified CVP Media Server IIS in ICM scripts.

                                                                                Complete the following procedure to configure the Unified CVP Media Server IIS on each of the CVP servers in the deployment.

                                                                                Procedure
                                                                                  Step 1   Choose Start > Programs > Administrative Tools > Server Manager.
                                                                                  Step 2   Expand Roles in the left panel of the Server Manager window.
                                                                                  Step 3   Expand Web Server (IIS) and select Internet Information Services (IIS) Manager.
                                                                                  Step 4   Click the Hostname in the Internet Information Services Manager window.
                                                                                  Step 5   Under IIS, right-click Directory Browsing and select Open feature.
                                                                                  Step 6   Click Enable on the Action pane. Right-click Directory Browsing and click Start.

                                                                                  Set Up FTP Server
                                                                                  Procedure
                                                                                    Step 1   Install the FTP Service on the server.
                                                                                    1. Choose Start > Administrative Tools > Server Manager.
                                                                                    2. Expand Roles in the left panel of the Server Manager window.
                                                                                    3. Right-click Web Server (IIS) and click Add Role Services.
                                                                                    4. Check the FTP Server check box and then click Install, installation takes a few moments.
                                                                                    5. When the installation is complete, click Close.
                                                                                    Step 2   Enable the FTP Service on the server.
                                                                                    1. Choose Start > Administrative Tools > Server Manager.
                                                                                    2. Expand Roles in the left panel of the Server Manager window.
                                                                                    3. Expand Web Server (IIS) and then click Internet Information Services (IIS) Manager.
                                                                                    4. Expand hostname.
                                                                                    5. Right-click Sites and click Add FTP Site.
                                                                                    6. Enter a FTP site name.
                                                                                    7. Enter c:\Inetpub\wwwroot in the Physical path of the FTP site name, and click Next.
                                                                                    8. Enter the IP address of the CVP Server.
                                                                                    9. Select No SSL in SSL Options and then click Next.
                                                                                    10. Check the Anonymous and Basic check boxes.
                                                                                    11. Select All Users from the Allow Access To drop-down list.
                                                                                    12. Check the Read and Write check boxes, and then click Finish.
                                                                                    Step 3   Set the Basic Setting for the FTP Server.
                                                                                    1. Click Sites and then click the FTP server that you have created.
                                                                                    2. Click Basic Settings in the Actions tab and click Connect as.
                                                                                    3. Select Application user (pass-through authentication) option and click OK twice.

                                                                                    Configure Unified CVP Reporting Server


                                                                                    Note


                                                                                    • There is one Unified CVP Reporting Server for 500 & 1000 agent deployment.
                                                                                    • There are two Unified CVP Reporting Servers for other agent deployments.

                                                                                    This table lists the procedures to configure Unified CVP reporting server.
                                                                                    Sequence Task Done?
                                                                                    1 Validate Network Card  
                                                                                    2 Configure a Database Drive  
                                                                                    3 Install Unified CVP Reporting Server  
                                                                                    4 Unified CVP Reporting Users  
                                                                                    5 Create Data Source and Import Report Templates  
                                                                                    Unified CVP Reporting Users
                                                                                    Create Reporting Users
                                                                                    Who can create a user:
                                                                                    • Initially, the System Application User who is the default Superuser.
                                                                                    • Eventually, any Superuser.

                                                                                    Unified CVP reporting users can sign in to Unified Intelligence Center only if they exist in the Administration console as Superusers or if Active Directory (AD) is configured in the Unified Intelligence Center Administration console for their domain:

                                                                                    • Superusers who are added are considered to be IP Multimedia Subsystem (IMS) users.
                                                                                    • Users who are authenticated through Active Directory are considered to be Lightweight Directory Access Protocol (LDAP) users. For more information, see Set Up Active Directory Server for LDAP Users.

                                                                                    Both IMS users and LDAP users can log in to Unified Intelligence Center reporting and are restricted to the limited Login User role until the Unified Intelligence Center reporting security administrator gives them additional roles and flags them as active users.

                                                                                    Although you can create a user on the Unified Intelligence Center User List page, an entry on the User List is not sufficient for that user to sign in to the Unified Intelligence Center. One reason to create users on the User List page is to expedite the permissions for users before their Active Directory domain is configured.

                                                                                    Create Superusers
                                                                                    Procedure
                                                                                      Step 1   Log in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
                                                                                      Step 2   Navigate to Admin User Management > Admin User Management to open the Users page.
                                                                                      Step 3   Click Add New to add and configure a new user or click an existing username to edit the configuration for that user.

                                                                                      This page has three tabs: General, Credentials, and Policy. For information about completing these tabs, see Administration Console User Guide for Cisco Unified Intelligence Center or the Administration console online help.

                                                                                      Step 4   Click Save.

                                                                                      Set Up Active Directory Server for LDAP Users

                                                                                      Configure the Active Directory tab in the Administration console so that Unified CVP reporting users can log in to the Unified Intelligence Center reporting application with the user name and password that is defined in their domain.

                                                                                      Procedure
                                                                                        Step 1   In the Administration application, navigate to Cluster Configuration > Reporting Configuration and select the Active Directory tab.
                                                                                        Step 2   Complete all fields on this page, referring to the online help for guidance.
                                                                                        Step 3   Click Test Connection.
                                                                                        Step 4   When the connection is confirmed, click Save.

                                                                                        Sign In to Cisco Unified Intelligence Center Reporting Interface
                                                                                        Who can sign in to the Unified Intelligence Center reporting interface:
                                                                                        • Initially, the System Application User who is the default Superuser.
                                                                                        • Eventually, any Unified CVP user who was created in the Administration Console as an IMS superuser or an LDAP user.

                                                                                        Perform the following procedure to sign in to the Unified Intelligence Center reporting interface.

                                                                                        Procedure
                                                                                          Step 1   Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
                                                                                          Step 2   Navigate to Control Center > Device Control.
                                                                                          Step 3   Click on the name of the Member node you want to access. This opens the Cisco Unified Intelligence Center login page for that member.
                                                                                          Step 4   Enter your user ID and password. The Overview page appears.

                                                                                          What to Do Next

                                                                                          Create Data Source and Import Report Templates
                                                                                          Create Data Source for Cisco Unified CVP Report Data

                                                                                          Similar to creating an Open Database Connectivity (ODBC) connection, this task is necessary to access the Unified CVP reporting data.

                                                                                          In Unified Intelligence Center, the user must perform this task with the System Configuration Administrator User Role.

                                                                                          Perform the following procedure to create a data source.

                                                                                          Procedure
                                                                                            Step 1   Log in to the Unified Intelligence Center at http://{hostname of CUIC Publisher}:8444/cuic.
                                                                                            Step 2   Select the Data Sources drawer to open the Data Sources page.
                                                                                            Step 3   Click Create to open an Add Data Source window.
                                                                                            Step 4   Complete fields on this page as follows:

                                                                                            Field

                                                                                            Value

                                                                                            Name

                                                                                            Enter the name of this data source.

                                                                                            Report Designers and Report Definition Designers do not have access to the Data Sources page but can see the list of Data Sources when they create custom reports. To benefit those users, give a new Data Source a meaningful name.

                                                                                            Description

                                                                                            Enter a description for this data source.

                                                                                            Type

                                                                                            Choose Informix.

                                                                                            Note   

                                                                                            Type is disabled in Edit mode.

                                                                                            Database Host

                                                                                            Enter the IP address or Domain Name System (DNS) name for the server.

                                                                                            Port

                                                                                            Enter the port number. Typically, the port is 1526.

                                                                                            Database name

                                                                                            Enter the name of the reporting database on the Unified CVP reporting server.

                                                                                            Instance

                                                                                            Specify the instance name of the desired database. By default, this is cvp.

                                                                                            Timezone

                                                                                            Choose the correct time zone for the data stored in the database. In locations that change from Standard Time to Daylight Savings Time, this time zone is updated automatically.

                                                                                            Database User ID

                                                                                            Enter the user ID of the Reporting User who is configured in the Operations Console to access the Unified CVP reporting database.

                                                                                            Password and Confirm Password

                                                                                            Enter and confirm the password for the database user.

                                                                                            Charset

                                                                                            Choose UTF-8.

                                                                                            Note   

                                                                                            If this field is not set correctly, the Unified Intelligence Center cannot connect.

                                                                                            Default Permissions

                                                                                            View or edit the permissions for this datasource for My Group and for the All Users group.

                                                                                            Step 5   Click Test Connection.

                                                                                            If the status is not Online, review the error message to determine the cause and edit the data source accordingly.

                                                                                            Step 6   Click Save to close the Add Data Source window.

                                                                                            The new data source appears on the Data Sources list.


                                                                                            Obtain Cisco Unified CVP Report Templates

                                                                                            Who can obtain import Unified CVP report templates: any user in your organization.

                                                                                            The Unified CVP reporting template XML files are installed with Unified CVP. Locate them and copy them to a Cisco Unified Intelligence Center client workstation.

                                                                                            Perform the following procedure to obtain import Unified CVP report templates.

                                                                                            Procedure
                                                                                              Step 1   In the Unified CVP server, locate the Unified CVP template files. These are XML files that reside on the reporting server in %CVP_HOME%\CVP_Reporting_Templates. You can also find them on the Installation DVD in \Downloads and Samples\Reporting Templates.
                                                                                              Step 2   Choose the files and copy them to the client computer from where you can launch the Unified Intelligence Center Reporting web application.

                                                                                              Import Unified CVP Report Templates and Set Data Source
                                                                                              Who can do this:
                                                                                              • Initially, the System Application User who has full permissions in Unified Intelligence Center Reporting.
                                                                                              • Eventually, any Report Designer who has full permissions.

                                                                                              Before reporting users can run the Unified CVP report templates in the Unified Intelligence Center reporting application, a Unified IC reporting user with permission to do so must import them into Unified IC and associate them with the Unified CVP Data Source.

                                                                                              Procedure
                                                                                                Step 1   Launch the Unified Intelligence Center web application using the URL http://<HOST ADDRESS>/8444/cuic
                                                                                                Step 2   Enter your User Name and Password.

                                                                                                This opens the Overview page.

                                                                                                Step 3   ClickReports.
                                                                                                Step 4   Right-click the top Reports folder and select Create Sub-Category.
                                                                                                Step 5   Name the new sub-category as a container for Unified CVP reports. Click OK.
                                                                                                Step 6   Click Import Reports.
                                                                                                Step 7   Browse to the location where you copied the Unified CVP Reporting templates files.
                                                                                                Step 8   Select a report.

                                                                                                This populates the File Name with the full path for the report.

                                                                                                Step 9   Click Import.
                                                                                                Step 10   From the Data source for Report Definition and Data source for value List drop down lists, Choose the Data source you created to access the Unified CVP Reporting database.
                                                                                                Step 11   Save to the Unified CVP sub-category folder you created in Step 5.
                                                                                                Step 12   Click Import.
                                                                                                Step 13   Repeat for the callback templates.

                                                                                                Configure Cisco Unified CVP Operations Console

                                                                                                Enable Unified CVP Operations Console
                                                                                                Complete the following procedure on the Unified CVP OAMP server to enable the Unified CVP Operations Console.
                                                                                                Procedure
                                                                                                  Step 1   Go to Start > Run and type services.msc.
                                                                                                  Step 2   Check that Cisco CVP OPSConsoleServer service is running. If it is not, right-click that service and click Start.
                                                                                                  Step 3   Go to Start > All Programs > Cisco Unified Customer Voice Portal > Operation Console to open the Unified CVP OPSConsole page. If you are using Microsoft Internet Explorer, you will need to accept the self-signed certificate.

                                                                                                  Configure Unified CVP Call Server
                                                                                                  Procedure
                                                                                                    Step 1   On the Unified CVP OAMP server, go to Start > All Programs > Cisco Unified Customer Voice Portal.
                                                                                                    Step 2   Click Operations Console and log in.
                                                                                                    Step 3   Navigate to Device Management > Unified CVP Call Server.
                                                                                                    Step 4   Click Add New.
                                                                                                    Step 5   On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM, IVR, and SIP. Click Next.
                                                                                                    Step 6   Click the ICM tab. For each of the Cisco Unified CVP Call Servers, retain the default port of 5000 for the VRU Connection Port.
                                                                                                    Step 7   Click the SIP tab:
                                                                                                    1. In the Enable outbound proxy field, select No.
                                                                                                    2. In the Use DNS SRV type query field, select Yes.
                                                                                                    3. Check Resolve SRV records locally.
                                                                                                    Step 8   Click the Device Pool tab. Make sure the default device pool is selected.
                                                                                                    Step 9   (Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as follows:
                                                                                                    1. Enter the IP address or the hostname of the syslog server.
                                                                                                    2. Enter 514 for the port number of the syslog server.
                                                                                                    3. Enter the name of the backup server to which the reporting server writes log messages.
                                                                                                    4. In the Backup server port number field, enter the port number of the backup syslog server.
                                                                                                    Step 10   Click Save & Deploy.
                                                                                                    Step 11   Repeat this procedure for the remaining Unified CVP Call Servers.

                                                                                                    Configure Unified CVP VXML Server
                                                                                                    Complete the following procedure to configure the VXML Server component for the Cisco Unified CVP Servers.

                                                                                                    Note


                                                                                                    • There is one Unified CVP server on Side A and one Unified CVP server on Side B for the 500 agent deployment.
                                                                                                    • There are two Unified CVP servers on Side A and two Unified CVP server on Side B for the 1000 agent deployment.
                                                                                                    • There are eight Unified CVP servers on Side A and eight Unified CVP server on Side B for the other agent deployments.

                                                                                                    Procedure
                                                                                                      Step 1   In the Unified CVP Operations console, navigate to Device Management > Unified CVP VXML Server.
                                                                                                      Step 2   Click Add New.
                                                                                                      Step 3   On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server.
                                                                                                      Step 4   Configure the primary and backup CVP Call Servers as follows:
                                                                                                      1. For CVP-1A, the primary call server is CVP-1A and the backup call server is CVP-1B.
                                                                                                      2. For CVP-2A, the primary call server is CVP-2A and the backup call server is CVP-2B.
                                                                                                      3. For CVP-1B, the primary call server is CVP-1B and the backup call server is CVP-1A.
                                                                                                      4. For CVP-2B, the primary call server is CVP-2B and the backup call server is CVP-2A.
                                                                                                      Step 5   Click the Configuration tab. In the Enable reporting for this CVP VXML Server field, click Yes to optionally enable reporting. If you do not want to enable reporting, click No.
                                                                                                      Step 6   Click the Device Pool tab. Make sure the default device pool is selected. If prompted to restart the primary and secondary call servers, click No. Do not restart at this time.
                                                                                                      Step 7   Click Save & Deploy.
                                                                                                      Step 8   Repeat this procedure for all CVP Servers.

                                                                                                      Configure Unified CVP Reporting Server
                                                                                                      Complete the following procedure to configure the Unified CVP Reporting Server component in the Operations Console.
                                                                                                      Procedure
                                                                                                        Step 1   In the CVP Operations Console, navigate to Device Management > Unified CVP Reporting Server.
                                                                                                        Step 2   Click Add New.
                                                                                                        Step 3   On the General tab, configure the following:
                                                                                                        1. Enter the IP address.
                                                                                                        2. Enter the hostname.
                                                                                                        3. Select all associated Unified CVP Call Servers Available.
                                                                                                        Step 4   Configure the following on the Infrastructure tab:
                                                                                                        1. Accept the default Maximum Threads, Statistics Aggregation Interval, and Log File Properties settings.
                                                                                                        2. Enter the IP address or the hostname of the Syslog server to which the reporting server sends syslog events.
                                                                                                        3. Enter 514 for the Syslog server port number.
                                                                                                        4. Enter the IP address or the hostname of the optional Backup server to which the reporting server sends syslog events.
                                                                                                        5. Enter the optional Backup server port number.
                                                                                                        Step 5   Click Save & Deploy.
                                                                                                        Step 6   Repeat Steps 1 through 5 for all CVP Reporting Servers.

                                                                                                        Configure Unified CVP Media Server
                                                                                                        Procedure
                                                                                                          Step 1   In the CVP Operations Console, navigate to Device Management > Media Server.
                                                                                                          Step 2   Click Add New.
                                                                                                          Step 3   On the General tab, enter the IP address and the hostname of the Unified CVP server.
                                                                                                          Step 4   Click Save.
                                                                                                          Step 5   Repeat Steps 1 through 4 for all CVP Servers.
                                                                                                          Step 6   In the CVP Operations Console, navigate to Device Management > Media Server.
                                                                                                          Step 7   Change Default Media Server from None to any one of the Unified CVP servers. Then click Set.
                                                                                                          Step 8   Click Deploy.

                                                                                                          Install Unified CVP licenses
                                                                                                          Procedure
                                                                                                            Step 1   Sign in to the CVP Operations Console.
                                                                                                            Step 2   Choose Bulk Administration > File Transfer > Licenses.
                                                                                                            Step 3   In the Select device type field, choose All Unified CVP devices.
                                                                                                            Step 4   Browse and select the license file.
                                                                                                            Step 5   Click Transfer.
                                                                                                            Step 6   Click File Transfer Status to monitor transfer progress.

                                                                                                            Configure Gateways
                                                                                                            Procedure
                                                                                                              Step 1   In the Unified CVP Operations Console, navigate to Device Management > Gateway.
                                                                                                              Step 2   Click Add New.
                                                                                                              Step 3   On the General tab, configure as follows:
                                                                                                              1. Enter the IP address.
                                                                                                              2. Enter the hostname.
                                                                                                              3. Choose the Device Type.
                                                                                                              4. In the Username and Passwords pane, enter the username, password, and enable password.
                                                                                                              Step 4   Click Save.
                                                                                                              Step 5   Repeat for every gateway.

                                                                                                              Transfer Scripts and Media Files
                                                                                                              Create the notification destination and deploy to all of the Unified CVP devices.
                                                                                                              Procedure
                                                                                                                Step 1   In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Scripts & Media.
                                                                                                                Step 2   In the Select device type field, select the Gateway.
                                                                                                                Step 3   Move all Gateways to Selected.
                                                                                                                Step 4   Click Default Gateway files.
                                                                                                                Step 5   Click Transfer and select OK at the popup window.
                                                                                                                Step 6   Click File Transfer Status to monitor transfer progress.

                                                                                                                Configure SNMP
                                                                                                                Procedure
                                                                                                                  Step 1   In the Unified CVP Operations Console, navigate to SNMP > V1/V2c > Community String .
                                                                                                                  Step 2   Click Add New.
                                                                                                                  1. Name the community string.
                                                                                                                  2. Select the Devices tab and assign the SNMP community string to a device.
                                                                                                                  3. Click Save and Deploy.
                                                                                                                  Step 3   Create the notification destination and deploy to all of the Unified CVP devices.
                                                                                                                  1. Navigate to SNMP > V1/V2c > Notification Destination.
                                                                                                                  2. Complete the fields.
                                                                                                                  3. Select the Devices tab and assign the SNMP notification destination to a device.
                                                                                                                  4. Click Save and Deploy.

                                                                                                                  Add Unified CCE Devices
                                                                                                                  Procedure
                                                                                                                    Step 1   Log in to the Unified CVP Operations Console.
                                                                                                                    Step 2   Navigate to the Cisco Unified CCE Device. Choose Device Management > Unified ICM.
                                                                                                                    Step 3   Click Add New.
                                                                                                                    Step 4   On the General tab, configure as follows:
                                                                                                                    1. Enter the IP address.
                                                                                                                    2. Enter the Hostname.
                                                                                                                    3. Check Enable Serviceability.
                                                                                                                    4. Enter the Username.
                                                                                                                    5. Enter the Password.
                                                                                                                    6. Confirm Password.
                                                                                                                    7. Accept the default port.
                                                                                                                    Step 5   Click Save.
                                                                                                                    Step 6   Repeat Steps 1 to 5 for all Unified CCE machines.

                                                                                                                    Add Unified Communications Manager Devices
                                                                                                                    Procedure
                                                                                                                      Step 1   Log in to the CVP Operations Console.
                                                                                                                      Step 2   Navigate to the Cisco Unified Communications Manager Device. Choose Device Management > Unified CM.
                                                                                                                      Step 3   Click Add New.
                                                                                                                      Step 4   On the General tab, configure as follows:
                                                                                                                      1. Enter the IP address.
                                                                                                                      2. Enter the Hostname.
                                                                                                                      3. Check Enable Synchronization.
                                                                                                                      4. Enter the Username.
                                                                                                                      5. Enter the Password.
                                                                                                                      6. Confirm Password.
                                                                                                                      7. Accept the default port.
                                                                                                                      Step 5   Click Save.
                                                                                                                      Step 6   Repeat Steps 1 to 5 for all Unified Communications Manager Devices.

                                                                                                                      Add Unified Intelligence Center Devices
                                                                                                                      Procedure
                                                                                                                        Step 1   Log in to the CVP Operations Console.
                                                                                                                        Step 2   Navigate to the Cisco Unified Intelligence Center Device. Choose Device Management > Unified IC.
                                                                                                                        Step 3   Click Add New.
                                                                                                                        Step 4   On the General tab, configure as follows:
                                                                                                                        1. Enter the IP address.
                                                                                                                        2. Enter the Hostname.
                                                                                                                        3. Check Enable Serviceability.
                                                                                                                        4. Enter the Username.
                                                                                                                        5. Enter the Password.
                                                                                                                        6. Confirm Password.
                                                                                                                        7. Accept the default port.
                                                                                                                        8. Associate all the existing CVP Reporting Servers.
                                                                                                                        Step 5   Click Save.

                                                                                                                        Configure SIP Server Group

                                                                                                                        SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.

                                                                                                                        Procedure
                                                                                                                          Step 1   In the Unified CVP Operations Console, navigate to System > SIP Server Group .
                                                                                                                          Step 2   Create a server group for the Cisco Unified Communications Manager devices:
                                                                                                                          1. On the General tab, click Add New.
                                                                                                                          2. Fill in the SRV Domain Name FQDN field with a value that will also be used in the Cluster FQDN setting in Enterprise Parameters in Communications Manager. For example, cucm.cisco.com.
                                                                                                                          3. In the IP Address/Hostname field, enter an IP address or hostname for the Unified Communications Manager node.
                                                                                                                          4. Click Add.
                                                                                                                          Step 3   Create a server group for the gateway devices:
                                                                                                                          1. On the General tab, click Add New.
                                                                                                                          2. In the SRV Domain Name FQDN field, enter the SRV Domain Name FQDN. For example vxmlgw.cisco.com.
                                                                                                                          3. In the IP Address/Hostname field, enter an IP address or hostname for each gateway.
                                                                                                                          4. Click Add.
                                                                                                                          5. Repeat Steps c and d for each gateway. Click Save.

                                                                                                                            Add all VXML gateways as appropriate for deployment and branches. Adding all VXML gateways to the server group will load balance calls across all the member server group gateways.

                                                                                                                          Step 4   Associate these server groups to all Unified CVP Call Servers:
                                                                                                                          1. On the Call Server Deployment tab, move all Unified CVP Call Servers from the Available list to the Selected list.
                                                                                                                          2. Click Save and Deploy.
                                                                                                                          Step 5   Click Deployment Status to make sure that you applied the configuration.

                                                                                                                          Configure Dialed Number Patterns
                                                                                                                          Dialed number patterns are required for:
                                                                                                                          • Agent Device
                                                                                                                          • Network VRU
                                                                                                                          • Ringtone
                                                                                                                          • Error
                                                                                                                          Procedure
                                                                                                                            Step 1   In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern.
                                                                                                                            Step 2   For each dialed number pattern in the table below:
                                                                                                                            1. Click Add New.
                                                                                                                            2. In the Dialed Number Pattern field, enter the dialed number pattern.
                                                                                                                            3. In the Description field, enter a description for the dialed number pattern.
                                                                                                                            4. In the Dialed Number Pattern Types pane, check the specified dialed number pattern types.
                                                                                                                            5. Click Save.
                                                                                                                            Step 3   After you configure all dialed number patterns, click Deploy.
                                                                                                                            Step 4   Click Deployment Status to make sure that you applied the configuration.

                                                                                                                            Dialed number pattern

                                                                                                                            Description

                                                                                                                            Dialed number pattern types

                                                                                                                            91*

                                                                                                                            Ringtone

                                                                                                                            Check Enable Local Static Route.

                                                                                                                            Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com).

                                                                                                                            Check Enable Send Calls to Originator.

                                                                                                                            92*

                                                                                                                            Error

                                                                                                                            Check Enable Local Static Route.

                                                                                                                            Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com).

                                                                                                                            Check Enable Send Calls to Originator.

                                                                                                                            The agent extension pattern. For example, enter 500* where the range of agent extensions is 5001 to 500999.

                                                                                                                            Agent Device. Not applicable to SCC Deployment model.

                                                                                                                            Check Enable Local Static Route.

                                                                                                                            Route to SIP Server Group and IP Address/Hostname/Server Group Name are both the Unified Communications Manager gateway.

                                                                                                                            Check Enable RNA Timeout for Outbound Calls. The timeout is 15 seconds.

                                                                                                                            777*

                                                                                                                            Network VRU Label

                                                                                                                            Check Enable Local Static Route.

                                                                                                                            Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example vxmlgw.cisco.com).

                                                                                                                            Check Enable Send Calls to Originator.


                                                                                                                            Configure Cisco IOS Enterprise Voice Gateway

                                                                                                                            Complete the following procedure to configure the Cisco IOS Voice Gateway.

                                                                                                                            Note


                                                                                                                            Complete all configuration steps in enable > configuration terminal mode.


                                                                                                                            Procedure
                                                                                                                              Step 1   Configure the network interfaces:
                                                                                                                              interface GigabitEthernet0/0
                                                                                                                              	ip route-cache same-interface
                                                                                                                              	duplex auto
                                                                                                                              	speed auto
                                                                                                                              	no keepalive
                                                                                                                              	no cdp enable
                                                                                                                              Step 2   Configure global settings:
                                                                                                                              voice service voip
                                                                                                                              	no ip address trusted authenticate
                                                                                                                               allow-connections sip to sip
                                                                                                                              	signaling forward unconditional
                                                                                                                              	sip
                                                                                                                              		rel1xx disable
                                                                                                                              		header-passing
                                                                                                                              		options-ping 60
                                                                                                                                midcall-signaling passthru
                                                                                                                              Step 3   Configure voice codec preference:
                                                                                                                              voice class codec 1
                                                                                                                                 codec preference 1 g729r8 
                                                                                                                                 codec preference 2 g711ulaw
                                                                                                                              
                                                                                                                              Step 4   Configure Unified CVP services and settings:
                                                                                                                              # Default CVP Services
                                                                                                                              application
                                                                                                                              	service new-call flash:bootstrap.vxml
                                                                                                                              	service survivability flash:survivability.tcl
                                                                                                                              	service CVPSelfService flash:CVPSelfServiceBootstrap.vxml
                                                                                                                              	service ringtone flash:ringtone.tcl
                                                                                                                              	service cvperror flash:cvperror.tcl
                                                                                                                              	service bootstrap flash:bootstrap.tcl
                                                                                                                              	service handoff flash:handoff.tcl
                                                                                                                              
                                                                                                                              # Default CVP http, ivr, rtsp, mrcp and vxml settings
                                                                                                                              http client cache memory pool 15000
                                                                                                                              http client cache memory file 1000
                                                                                                                              http client cache refresh 864000
                                                                                                                              no http client connection persistent
                                                                                                                              http client connection timeout 60
                                                                                                                              http client connection idle timeout 10
                                                                                                                              http client response timeout 30
                                                                                                                              ivr prompt memory 15000
                                                                                                                              ivr asr-server rtsp://asr-en-us/recognizer
                                                                                                                              ivr tts-server rtsp://tts-en-us/synthesizer
                                                                                                                              rtsp client timeout connect 10
                                                                                                                              rtsp client timeout message 10
                                                                                                                              mrcp client timeout connect 10
                                                                                                                              mrcp client timeout message 10
                                                                                                                              mrcp client rtpsetup enable
                                                                                                                              vxml tree memory 500
                                                                                                                              vxml audioerror
                                                                                                                              vxml version 2.0
                                                                                                                              Step 5   Configure primary and secondary media servers:
                                                                                                                              #Configure the media servers where
                                                                                                                              # the primary matches the default media server defined in OAMP.
                                                                                                                              # the secondary is located on the opposite side of the primary.
                                                                                                                              ip host mediaserver ###.###.###.### # IP Address for primary media server.
                                                                                                                              ip host mediaserver-backup ###.###.###.### # IP Address for secondary media server.
                                                                                                                              
                                                                                                                              Step 6   Configure the dial-peers:
                                                                                                                              # Configure CVP survivability
                                                                                                                               dial-peer voice 1 pots
                                                                                                                               description CVP TDM dial-peer
                                                                                                                               service survivability
                                                                                                                               incoming called-number .T
                                                                                                                               direct-inward-dial
                                                                                                                              
                                                                                                                              
                                                                                                                              # Configure CVP Ringtone
                                                                                                                               dial-peer voice 919191 voip
                                                                                                                               description CVP SIP ringtone dial-peer
                                                                                                                               service ringtone
                                                                                                                               incoming called-number 9191T
                                                                                                                               voice-class sip rel1xx disable
                                                                                                                               dtmf-relay rtp-nte 
                                                                                                                               codec g711ulaw
                                                                                                                               no vad
                                                                                                                              
                                                                                                                              
                                                                                                                              # Configure CVP Error
                                                                                                                               dial-peer voice 929292 voip
                                                                                                                               description CVP SIP error dial-peer
                                                                                                                               service cvperror
                                                                                                                               incoming called-number 9292T
                                                                                                                               voice-class sip rel1xx disable
                                                                                                                               dtmf-relay rtp-nte 
                                                                                                                               codec g711ulaw
                                                                                                                               no vad
                                                                                                                              
                                                                                                                              
                                                                                                                              
                                                                                                                              #Configure VXML leg where the incoming called-number matches the Network VRU Label
                                                                                                                               dial-peer voice 9999 voip
                                                                                                                               description Used for VRU leg
                                                                                                                               service bootstrap
                                                                                                                               incoming called-number 777T
                                                                                                                               dtmf-relay rtp-nte 
                                                                                                                               codec g711ulaw
                                                                                                                               no vad
                                                                                                                              
                                                                                                                              
                                                                                                                              
                                                                                                                              #Configure the Switch leg where
                                                                                                                              	# preference is used to distinguish between sides.
                                                                                                                              	# max-conn is used prevent overloading of CVP
                                                                                                                              	# options-keepalive is used to handle failover
                                                                                                                              	# Note: the example below is for gateways located on the A-side of a geographically distributed deployment
                                                                                                                               # Note: Ensure that you configure switch dial-peers for each CVP server.
                                                                                                                              
                                                                                                                              dial-peer voice 70021 voip
                                                                                                                               description Used for Switch leg SIP Direct
                                                                                                                               preference 1
                                                                                                                               max-conn 225
                                                                                                                               destination-pattern xxxx...... # Customer specific destination pattern
                                                                                                                               session protocol sipv2
                                                                                                                               session target ipv4:###.###.###.### # IP Address for CVP1, SideA
                                                                                                                               session transport tcp
                                                                                                                               voice-class codec 1
                                                                                                                               voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                                                                               dtmf-relay rtp-nte
                                                                                                                               no vad
                                                                                                                              
                                                                                                                              
                                                                                                                              dial-peer voice 70022 voip
                                                                                                                               description Used for Switch leg SIP Direct
                                                                                                                               preference 1
                                                                                                                               max-conn 225
                                                                                                                               destination-pattern xxxx...... # Customer specific destination pattern
                                                                                                                               session protocol sipv2
                                                                                                                               session target ipv4:###.###.###.### # IP Address for CVP2, SideA
                                                                                                                               session transport tcp
                                                                                                                               voice-class codec 1
                                                                                                                               voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                                                                               dtmf-relay rtp-nte 
                                                                                                                               no vad
                                                                                                                              
                                                                                                                              
                                                                                                                              dial-peer voice 70023 voip
                                                                                                                               description Used for Switch leg SIP Direct
                                                                                                                               preference 2
                                                                                                                               max-conn 225
                                                                                                                               destination-pattern xxxx...... # Customer specific destination pattern
                                                                                                                               session protocol sipv2
                                                                                                                               session target ipv4:###.###.###.### # IP Address for CVP1, SideB
                                                                                                                               session transport tcp
                                                                                                                               voice-class codec 1
                                                                                                                               voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                                                                               dtmf-relay rtp-nte
                                                                                                                               no vad
                                                                                                                              
                                                                                                                              
                                                                                                                              dial-peer voice 70024 voip
                                                                                                                              description Used for Switch leg SIP Direct
                                                                                                                              preference 2
                                                                                                                              max-conn 225
                                                                                                                              destination-pattern xxxx...... # Customer specific destination pattern
                                                                                                                              session protocol sipv2
                                                                                                                              session target ipv4:###.###.###.### # IP Address for CVP2, SideB
                                                                                                                              session transport tcp
                                                                                                                              voice-class codec 1
                                                                                                                              voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                                                                              dtmf-relay rtp-nte
                                                                                                                              no vad
                                                                                                                              
                                                                                                                              
                                                                                                                              Step 7   Configure the hardware resources (transcoder, conference bridge, and MTP):
                                                                                                                              # Note: This section is only for reference. You must configure Hardware resources using Unified Communications Domain Manager.
                                                                                                                              # Configure the voice-cards share the DSP resources located in Slot0
                                                                                                                              voice-card 0
                                                                                                                              dspfarm
                                                                                                                              dsp services dspfarm
                                                                                                                              voice-card 1
                                                                                                                              dspfarm
                                                                                                                              dsp services dspfarm
                                                                                                                              voice-card 2
                                                                                                                              dspfarm
                                                                                                                              dsp services dspfarm
                                                                                                                              voice-card 3
                                                                                                                              dspfarm
                                                                                                                              dsp services dspfarm
                                                                                                                              voice-card 4
                                                                                                                              dspfarm
                                                                                                                              dsp services dspfarm
                                                                                                                              
                                                                                                                              # Point to the contact center call manager
                                                                                                                              sccp local GigabitEthernet0/0
                                                                                                                              sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 (CUCM1)
                                                                                                                              sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 (CUCM2)
                                                                                                                              
                                                                                                                              # Add a SCCP group for each of the hardware resource types
                                                                                                                              sccp ccm group 1
                                                                                                                              associate ccm 1 priority 1
                                                                                                                              associate profile 2 register <gw70mtp>
                                                                                                                              associate profile 1 register <gw70conf>
                                                                                                                              associate profile 3 register <gw70xcode>
                                                                                                                              
                                                                                                                              # Configure DSPFarms for Conference, MTP and Transcoder
                                                                                                                              dspfarm profile 1 conference
                                                                                                                              codec g711ulaw
                                                                                                                              codec g711alaw
                                                                                                                              codec g729r8
                                                                                                                              maximum sessions 24
                                                                                                                              associate application SCCP
                                                                                                                              
                                                                                                                              dspfarm profile 2 mtp
                                                                                                                              codec g711ulaw
                                                                                                                              codec g711alaw
                                                                                                                              codec g729r8
                                                                                                                              maximum sessions software 500
                                                                                                                              associate application SCCP
                                                                                                                              
                                                                                                                              dspfarm profile 3 transcode
                                                                                                                              codec g711ulaw
                                                                                                                              codec g711alaw
                                                                                                                              codec g729r8
                                                                                                                              maximum sessions 52
                                                                                                                              associate application SCCP
                                                                                                                              Step 8   (Optional) Configure the SIP Trunking:
                                                                                                                              # Configure the resources to be monitored
                                                                                                                              voice class resource-group 1
                                                                                                                              resource cpu 1-min-avg threshold high 80 low 60
                                                                                                                              resource ds0
                                                                                                                              resource dsp
                                                                                                                              resource mem total-mem
                                                                                                                              periodic-report interval 30
                                                                                                                              
                                                                                                                              # Configure one rai target for each CVP Server
                                                                                                                              sip-ua
                                                                                                                              rai target ipv4:###.###.###.### resource-group1 (CVP1A)
                                                                                                                              rai target ipv4:###.###.###.### resource-group1 (CVP2A)
                                                                                                                              rai target ipv4:###.###.###.### resource-group1 (CVP1B)
                                                                                                                              rai target ipv4:###.###.###.### resource-group1 (CVP2B)
                                                                                                                              permit hostname dns:%Requires manual replacement - ServerGroup Name defined in CVP.System.SIP Server Groups%
                                                                                                                              
                                                                                                                              Step 9   Configure ASR TTS:
                                                                                                                              #Configure primary server 
                                                                                                                              ip host asr-en-us <ASR server ip>
                                                                                                                              ip host tts-en-us <TTS server hostname>
                                                                                                                              
                                                                                                                              voice class uri TTS sip
                                                                                                                              pattern tts@<TTS server ip>
                                                                                                                              
                                                                                                                              voice class uri ASR sip
                                                                                                                              pattern asr@<ASR server hostname>
                                                                                                                              
                                                                                                                              ivr asr-server sip:asr@<ASR server hostname*>
                                                                                                                              ivr tts-server sip:tts@<TTS server hostname*>
                                                                                                                              
                                                                                                                              dial-peer voice 5 voip
                                                                                                                              description FOR ASR calls
                                                                                                                              preference1
                                                                                                                              session protocol sipv2
                                                                                                                              voice-class sip options-keepalive up-interval 12 down-interval 65 retry
                                                                                                                              2
                                                                                                                              session target ipv4:<ASR server IP>
                                                                                                                              destination uri ASR
                                                                                                                              dtmf-relay rtp-nte
                                                                                                                              codec g711ulaw
                                                                                                                              no vad
                                                                                                                              
                                                                                                                              dial-peer voice 6 voip
                                                                                                                              description FOR TTS calls
                                                                                                                              preference1
                                                                                                                              session protocol sipv2
                                                                                                                              voice-class sip options-keepalive up-interval 12 down-interval 65 retry
                                                                                                                              2
                                                                                                                              session target ipv4:<TTS server IP>
                                                                                                                              destination uri TTS
                                                                                                                              dtmf-relay rtp-nte
                                                                                                                              codec g711ulaw
                                                                                                                              no vad
                                                                                                                              
                                                                                                                              #Configure backup server
                                                                                                                              dial-peer voice 7 voip
                                                                                                                              destination uri ASR
                                                                                                                              session target ipv4:<ASR backup server IP>
                                                                                                                              session protocol sipv2
                                                                                                                              voice-class sip options-keepalive up-interval 12 down-interval 65 retry
                                                                                                                              2dtmf-relay rtp-nte
                                                                                                                              codec g711ulaw
                                                                                                                              preference 2
                                                                                                                              no vad
                                                                                                                              
                                                                                                                              dial-peer voice 8 voip
                                                                                                                              destination uri TTS
                                                                                                                              session target ipv4:<TTS backup server IP>
                                                                                                                              session protocol sipv2
                                                                                                                              voice-class sip options-keepalive up-interval 12 down-interval 65 retry
                                                                                                                              2dtmf-relay rtp-nte
                                                                                                                              codec g711ulaw
                                                                                                                              preference 2
                                                                                                                              no vad
                                                                                                                              

                                                                                                                              Configure Unified Communications Manager

                                                                                                                              Configure Publisher for Unified Communications Manager

                                                                                                                              You must customize the Unified Communications Manager publisher before you customize the subscribers.

                                                                                                                              Before You Begin

                                                                                                                              If there is a value in the optional DNS_IP_NIC1 cell of the automation spreadsheet, configure the DNS server by adding the machine in forward and reverse lookup. For more information, see Configure DNS Server

                                                                                                                              Procedure
                                                                                                                                Step 1   In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_921\PlatformConfigRepository\CUCM .
                                                                                                                                Step 2   Copy the file named CUCM_PUB_SideA_platformConfig.xml .
                                                                                                                                Step 3   Paste it to another location and rename it to platformConfig.xml.
                                                                                                                                Step 4   Launch WinImage and select File > New > 1.44 MB and click OK.
                                                                                                                                Step 5   Drag and drop platformConfig.xml into WinImage.
                                                                                                                                Step 6   When prompted to inject the file, click Yes.
                                                                                                                                Step 7   Select File > Save As.
                                                                                                                                Step 8   From the Save as type list, choose Virtual floppy image. Provide the file name as platformConfig.flp and click Save.
                                                                                                                                Step 9   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                                                                Step 10   Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse Datastore, create a folder named CUCM_PUB.
                                                                                                                                Step 11   Upload the platformConfig.flp file to the folder CUCM_PUB.
                                                                                                                                Step 12   Edit the Virtual Machine Settings for the Unified Communication Manager VM.
                                                                                                                                Step 13   On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the CUCM_PUB folder on the data store and click OK.
                                                                                                                                Step 14   Ensure that Connect at Power On is checked for the network adapters and the floppy drive and click OK.
                                                                                                                                Step 15   Power on the Publisher. This begins the installation based on the information in the .flp file.

                                                                                                                                The installation begins automatically and runs with no interaction from you. After an hour or more, a message appears indicating a successful installation.

                                                                                                                                Step 16   Click the Console tab for the VM. Log in to the publisher machine, using the credentials for the Administration User. The machine opens to the CLI interface.
                                                                                                                                Step 17   Edit settings and uncheck Connect at Power on for the floppy drive.


                                                                                                                                Note


                                                                                                                                During the customization of the publisher/primary, the username and the password are modified as follows. The customer should change the password.
                                                                                                                                • Default Password for OS Administrator: password@123
                                                                                                                                • Application UserName: Administrator
                                                                                                                                • Default Password for Application User: password@123
                                                                                                                                • Sftp password: password@123
                                                                                                                                • IPSec password: password@123

                                                                                                                                After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM.

                                                                                                                                Continue to: Configure Unified Communications Manager Subscriber

                                                                                                                                Configure DNS Server
                                                                                                                                Procedure
                                                                                                                                  Step 1   Log in to the DNS server.
                                                                                                                                  Step 2   Click Start > Administrative Tools > DNS. This opens the DNS Manager.
                                                                                                                                  Step 3   In the Forward lookup zone, navigate to the domain name you have provided in the automation excel sheet.
                                                                                                                                  Step 4   Right-click the domain name and select New Host (A or AAAA).
                                                                                                                                  Step 5   In the New Host dialog box, enter the computer name and IP address of the VOS products. Click Add Host.
                                                                                                                                  Step 6   The DNS manager automatically creates a New Host record in the Reverse Lookup Zones.
                                                                                                                                  Step 7   Check whether the Added Host exists in the Forward and Reverse Lookup Zones.

                                                                                                                                  Configure Unified Communications Manager Subscriber

                                                                                                                                  Before You Begin

                                                                                                                                  If there is a value in the optional DNS_IP_NIC1 cell of the automation spreadsheet, configure the DNS server by adding the machine in forward and reverse lookup. See Configure DNS Server

                                                                                                                                  Launch Unified Communications Manager Publisher to Add the Subscriber

                                                                                                                                  To add the subscriber, you must launch the publisher node.

                                                                                                                                  Procedure
                                                                                                                                    Step 1   Launch the Unified Communications Manager Publisher in a browser (http://<IP Addr of CUCM Publisher>/ccm/admin).
                                                                                                                                    Step 2   Enter the username and password and login to the Unified Communications Manager.
                                                                                                                                    Step 3   Select System > Server > Add New.
                                                                                                                                    Step 4   On the Add a Server page, choose CUCM Voice/Video for the server type. Click Next.
                                                                                                                                    Step 5   On the Server Information page, enter the IP address of the first subscriber.
                                                                                                                                    Step 6   Click Save.
                                                                                                                                    Step 7   Repeat Steps 3 - 6 for the second subscriber.

                                                                                                                                    Configure Subscriber
                                                                                                                                    Procedure
                                                                                                                                      Step 1   In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_921\PlatformConfigRepository\CUCM.
                                                                                                                                      Step 2   Copy the file named CUCM_SUB_SideA_platformConfig.xml.
                                                                                                                                      Step 3   Paste it to another location and rename it to platformConfig.xml.
                                                                                                                                      Step 4   Launch WinImage and select File > New > 1.44 MB and Click OK.
                                                                                                                                      Step 5   Drag and drop platformConfig.xml into WinImage.
                                                                                                                                      1. Click Yes at the message asking if you want to inject the file.
                                                                                                                                      2. Select File > Save as and save the file as a Virtual Floppy Image with the filename platformConfig.flp.
                                                                                                                                      Tip   

                                                                                                                                      If drag and drop does not work, select Image > Inject. Then browse to the file.

                                                                                                                                      Step 6   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                                                                      Step 7   Navigate to the Configuration tab and in the storage section right click on the Datastore and choose Browse Datastore.
                                                                                                                                      Step 8   Create the folder CUCM_SUB and upload platformConfig.flp to it.
                                                                                                                                      Step 9   Edit the Virtual Machine settings for the Unified Communications Manager Subscriber VM.
                                                                                                                                      Step 10   On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the CUCM_SUB folder on the data store.
                                                                                                                                      Step 11   Ensure that Connect at Power On is checked for the network adapters and the floppy drive. Click OK and then power on the VM.

                                                                                                                                      This begins the installation and customizes the installation based on the information in the .flp file.

                                                                                                                                      Step 12   If there is a value in the optional DNS_IP_NIC1 cell of the automation spreadsheet, configure the DNS server by adding the machine in forward and reverse lookup.
                                                                                                                                      Note    During the customization of the subscriber node, the username and the password are modified as follows. The customer should change the password.
                                                                                                                                      Step 13   After you complete the installation uncheck Connect at Power on for the floppy drive.
                                                                                                                                      Step 14   Repeat this procedure for the second subscriber on Side B.


                                                                                                                                      Note


                                                                                                                                      During the customization of the subscriber node, the username and the password are modified as follows. The customer should change the password.
                                                                                                                                      • Default Password for OS Administrator: password@123
                                                                                                                                      • Application UserName: Administrator
                                                                                                                                      • Default Password for Application User: password@123
                                                                                                                                      • Sftp password: password@123
                                                                                                                                      • IPSec password: password@123

                                                                                                                                      Unified Communications Manager License

                                                                                                                                      To configure the Unified Communications Manager license, first add a product instance, then generate and register the license, and then install the license.

                                                                                                                                      Upgrade License
                                                                                                                                      Before You Begin

                                                                                                                                      Generate the license using this procedure: Generate and Register License

                                                                                                                                      Procedure
                                                                                                                                        Step 1   Unzip the license file from the email message.
                                                                                                                                        Step 2   Under Other Fulfillment Options, select Fulfill Licenses from File.
                                                                                                                                        Step 3   Click Browse and locate your license file.
                                                                                                                                        Step 4   Click Install and close the popup window.
                                                                                                                                        Step 5   Navigate to Product Instances. Delete any old instances. Then click Add.
                                                                                                                                        Step 6   Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications Manager Publisher.
                                                                                                                                        Step 7   Select Product type of Unified CM.
                                                                                                                                        Step 8   Click OK.
                                                                                                                                        Step 9   Click Synchronize Now.

                                                                                                                                        Generate and Register License
                                                                                                                                        Procedure
                                                                                                                                          Step 1   Go to License Management > Licenses. Under Other Fulfillment options, click Generate License Request.
                                                                                                                                          Step 2   When the License Request and Next Steps window opens, copy the text as directed (PAK ID) and save it to a text editor.
                                                                                                                                          Step 3   Click the Cisco License Registration site and proceed with steps in the site. Keep the PAK handy; you will need it.
                                                                                                                                          Step 4   Enter the PAK when prompted.

                                                                                                                                          You will receive the license file in an email message.


                                                                                                                                          Install License

                                                                                                                                          Complete the following procedure to install a license.

                                                                                                                                          Procedure
                                                                                                                                            Step 1   Unzip the license file from the email message.
                                                                                                                                            Step 2   Navigate to License Management > Licenses.
                                                                                                                                            Step 3   Under Other Fulfillment Options, choose Fulfill Licenses from File.
                                                                                                                                            Step 4   Browse for the license file and click Install.
                                                                                                                                            Step 5   Navigate to the Monitoring > License Usage page to verify a successful installation.

                                                                                                                                            Validate Clusterwide Domain Configuration

                                                                                                                                            This validation is required for running calls.
                                                                                                                                            Procedure
                                                                                                                                              Step 1   In the Cisco Unified CM Administration, navigate to System > Enterprise Parameters.
                                                                                                                                              Step 2   Scroll down to Clusterwide Domain Configuration.

                                                                                                                                              Cluster Fully Qualified Domain Name should match the Server Group name in the Unified CVP SIP Server Groups Configure SIP Server Group.


                                                                                                                                              Install JTAPI on Unified CCE Servers

                                                                                                                                              Now that you configured the Unified Communications Manager, you can Install JTAPI.

                                                                                                                                              Configure Unified Intelligence Center

                                                                                                                                              Configure Unified Intelligence Center Publisher

                                                                                                                                              This procedure is for golden templates only.

                                                                                                                                              You must customize the Cisco Unified Intelligence Center publisher before you customize the subscriber.

                                                                                                                                              Before You Begin

                                                                                                                                              DNS Configuration is mandatory for Unified Intelligence Center. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server.

                                                                                                                                              Procedure
                                                                                                                                                Step 1   In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_921\PlatformConfigRepository\CUIC.
                                                                                                                                                Step 2   Copy the file named CUICPUB_SideA_platformConfig.xml.
                                                                                                                                                Step 3   Paste it to another location and rename it to platformConfig.xml.
                                                                                                                                                Step 4   Launch WinImage and select File > New > 1.44 MB and click OK.
                                                                                                                                                Step 5   Drag and drop platformConfig.xml into WinImage.
                                                                                                                                                Step 6   When prompted to inject the file, click Yes.
                                                                                                                                                Step 7   Select File > Save as.
                                                                                                                                                Step 8   From the Save as type list, select Virtual floppy image. Provide the filename as platformConfig.flp and click Save. Make sure you have selected the correct network adapter.
                                                                                                                                                Step 9   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                                                                                Step 10   Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse Datastore and create a folder named CUIC_PUB.
                                                                                                                                                Step 11   Upload the platformConfig.flp file to the folder CUIC_PUB.
                                                                                                                                                Step 12   Edit the Virtual Machine Settings for the Unified Intelligence Center Publisher VM .
                                                                                                                                                Step 13   On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the CUIC_PUB folder on the data.store and click OK.
                                                                                                                                                Step 14   Ensure that Connect at Power On is checked for the network adapters and the floppy drive and click OK.
                                                                                                                                                Step 15   Power on the Publisher. This begins the installation based on the information in the .flp file.

                                                                                                                                                The installation begins automatically and runs with no interaction from you. After an hour or more, you will see a message indicating a successful installation.

                                                                                                                                                Step 16   Click the Console tab for the VM. Log in to the publisher, using the credentials for the Administration User. The machine opens to the CLI interface.
                                                                                                                                                Step 17   Edit settings and uncheck Connect at Power on for the floppy drive.


                                                                                                                                                Note


                                                                                                                                                During the customization of the publisher/primary, the username and the password are modified as follows. The customer should change the password.
                                                                                                                                                • Default Password for OS Administrator: password@123
                                                                                                                                                • Application UserName: Administrator
                                                                                                                                                • Default Password for Application User: password@123
                                                                                                                                                • Sftp password: password@123
                                                                                                                                                • IPSec password: password@123

                                                                                                                                                What to Do Next

                                                                                                                                                After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM.

                                                                                                                                                Continue to: Configure Unified Intelligence Center Subscriber.

                                                                                                                                                Configure Unified Intelligence Center Subscriber

                                                                                                                                                Before You Begin

                                                                                                                                                DNS Configuration is mandatory for Unified Intelligence Center. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. For more information, see Configure DNS Server.

                                                                                                                                                Launch Publisher to Add Subscriber
                                                                                                                                                Procedure
                                                                                                                                                  Step 1   Direct a browser to the URL http://<HOST ADDRESS>/oamp where HOST ADDRESS is the IP Address or Hostname of your Cisco Unified Intelligence Center publisher.
                                                                                                                                                  Step 2   Sign in using the system application user ID and password that you defined during installation.
                                                                                                                                                  Step 3   From the panel in the left, select Device Management > Device Configuration.
                                                                                                                                                  Step 4   Click Add Member.
                                                                                                                                                  Step 5   On the Device Configuration fields for the Subscriber, enter a name, the hostname or IP address, and a description for the device.
                                                                                                                                                  Step 6   Click Save.

                                                                                                                                                  Configure Subscriber

                                                                                                                                                  Complete the following procedure to configure a subscriber.

                                                                                                                                                  Procedure
                                                                                                                                                    Step 1   In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_921\PlatformConfigRepository\CUIC .
                                                                                                                                                    Step 2   Copy the file named CUIC_SUB_SideA_platformConfig.xml.
                                                                                                                                                    Step 3   Paste it to another location and rename it to platformConfig.xml.
                                                                                                                                                    Step 4   Launch WinImage and select File > New > 1.44 MB and Click OK.
                                                                                                                                                    Step 5   Drag and drop platformConfig.xml into WinImage:
                                                                                                                                                    1. Click Yes at the message asking if you want to inject the file.
                                                                                                                                                    2. Select File > Save as and save the file as a Virtual Floppy Image with the filename platformConfig.flp.
                                                                                                                                                    Tip   

                                                                                                                                                    If drag and drop does not work, select Image > Inject. Then browse to the file.

                                                                                                                                                    Step 6   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                                                                                    Step 7   Navigate to the Configuration tab and in the storage section right click on the Datastore and choose Browse Datastore.
                                                                                                                                                    Step 8   Create the folder CUIC_SUB and upload platformConfig.flp to it.
                                                                                                                                                    Step 9   Edit the Virtual Machine settings for the CUIC Subscriber VM.
                                                                                                                                                    Step 10   On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the CUIC_SUB folder on the data store.
                                                                                                                                                    Step 11   Ensure that Connect at Power On is checked for the network adapters and the floppy drive. Click OK and then power on the VM.

                                                                                                                                                    This begins the installation and customizes the installation based on the information in the .flp file.

                                                                                                                                                    Step 12   After you complete the installation uncheck Connect at Power on for the floppy drive.
                                                                                                                                                    Step 13   Repeat this procedure for the second subscriber on Side B.


                                                                                                                                                    Note


                                                                                                                                                    During the customization of the subscriber node, the username and the password are modified as follows. The customer should change the password.
                                                                                                                                                    • Default Password for OS Administrator: password@123
                                                                                                                                                    • Application UserName: Administrator
                                                                                                                                                    • Default Password for Application User: password@123
                                                                                                                                                    • Sftp password: password@123
                                                                                                                                                    • IPSec password: password@123

                                                                                                                                                    Configure Unified Intelligence Center Reporting

                                                                                                                                                    Complete the following procedures to configure Unified Intelligence Center Reporting.

                                                                                                                                                    Configure Unified Intelligence Center SQL User Account
                                                                                                                                                    Procedure
                                                                                                                                                      Step 1   Launch Microsoft SQL Server Management Studio on the Unified CCE Admin Workstation.
                                                                                                                                                      Step 2   Connect to Unified CCE Admin Workstation using the default credentials.
                                                                                                                                                      Step 3   Navigate to Security >Logins, right-click Logins and select New Login.

                                                                                                                                                      This login is used when you configure the data sources for Cisco Unified Intelligence Center reporting.

                                                                                                                                                      Step 4   On the General Screen:
                                                                                                                                                      1. Enter the Login Name.
                                                                                                                                                      2. Select SQL Server authentication.
                                                                                                                                                      3. Enter and confirm the Password.
                                                                                                                                                      4. Uncheck Enforce password policy.
                                                                                                                                                      Step 5   Click User Mapping.
                                                                                                                                                      1. Check the AW database and the database for this Side.
                                                                                                                                                      2. Choose each database and associate it with the db_datareader and public roles, and click OK.
                                                                                                                                                      Step 6   Create New Login on other Unified CCE Admin Workstation machines.
                                                                                                                                                      Step 7   Repeat Steps 1 through 4 by connecting to Unified CCE Logger B.
                                                                                                                                                      Step 8   Repeat Step 5 and associate the user to HDS and AWdb.

                                                                                                                                                      Configure Unified Intelligence Center Data Sources
                                                                                                                                                      Complete the following procedure to configure Unified Intelligence Center data sources.
                                                                                                                                                      Procedure
                                                                                                                                                        Step 1   Sign in to Unified Intelligence Center with your Cisco Intelligence Center administrator account (https://<hostname>:8444/cuic).
                                                                                                                                                        Step 2   Click Data Sources drawer in the left panel to open the Data Sources page.
                                                                                                                                                        Step 3   Choose the Unified CCE Historical Data Source. Click Edit to open the Data Source > Edit page. Then click the Primary tab.
                                                                                                                                                        1. In the Database Host field, enter the IP Address of the Side A Unified CCE Data Server.
                                                                                                                                                          Note   
                                                                                                                                                          • Historical data server for 500/1000 Agent deployment is Unified CCE Data server.
                                                                                                                                                          • Historical data server for 4000 Agent deployment is Unified CCE AW-HDS-DDS.
                                                                                                                                                        2. For Port, enter 1433. This is the SQL Server network port.
                                                                                                                                                        3. In the Database Name field, enter {instance}_sideA.

                                                                                                                                                          . For Example : {instance}_SideA for 500/1000 Agent deployment and {instance}_hds for 4000 agent Deployment

                                                                                                                                                        4. Select the timezone.
                                                                                                                                                        5. In the Database User ID, enter the username for the SQL Server user account created when you configured the Cisco Intelligence Center SQL User Account. See Configure Unified Intelligence Center SQL User Account.
                                                                                                                                                        6. Enter and confirm the SQL Server User password.
                                                                                                                                                        7. For Charset, enter ISO-8859-1.
                                                                                                                                                        8. Leave the Instance field blank.
                                                                                                                                                        9. Click Test Connection to confirm the Online status.
                                                                                                                                                        10. Click Save.
                                                                                                                                                        Note    For 4000 and small contact center agent deployment, click the secondary tab and configure the secondary AW-HDS-DDS server and enable "Failover Enabled" check box.
                                                                                                                                                        Step 4   Choose the Unified CCE Realtime Data Source. Click Edit to open Data Source > Edit page. Then click the Primary tab.
                                                                                                                                                        1. In the Database Host field, enter the IP address of the Side A Unified CCE Data Server.

                                                                                                                                                          For an external AW-HDS-DDS, enter the IP Address of the external server.

                                                                                                                                                        2. For Port, enter 1433.
                                                                                                                                                        3. In the Database Name field, enter {instance}_awdb.
                                                                                                                                                        4. Select the timezone.
                                                                                                                                                        5. In the Database User ID field, enter the user name for that you configured for the Cisco Unified Intelligence Center SQL Server user account.
                                                                                                                                                        6. Enter and confirm the Cisco Unified Intelligence Center User password.
                                                                                                                                                        7. For Charset, enter ISO-8859-1.
                                                                                                                                                        8. Leave the Instance field blank.
                                                                                                                                                        9. Click Test Connection to confirm the Online status.
                                                                                                                                                        10. Click Save.
                                                                                                                                                        Note    For 4000 and small contact center agent deployment, click the secondary tab and configure the secondary AW-HDS-DDS server and enable "Failover Enabled" check box.

                                                                                                                                                        What to Do Next

                                                                                                                                                        User Guide for the Cisco Unified Intelligence Center Reporting Application. Under Chapter Reports see section Stock Report Templates to import Unified CCE Report templates.

                                                                                                                                                        Configure Unified Intelligence Center Administration

                                                                                                                                                        Complete the following procedure to configure Unified Intelligence Center Administration.
                                                                                                                                                        Procedure
                                                                                                                                                          Step 1   Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
                                                                                                                                                          Step 2   Configure the Active Directory tab under Cluster Configuration > Reporting Configuration.
                                                                                                                                                          1. For Host Address for the Primary Active Directory Server, enter the IP address of the domain controller.
                                                                                                                                                          2. For Port, enter the port number for the domain controller.
                                                                                                                                                          3. Complete the Manager Distinguished Name fields that are required for the customer.
                                                                                                                                                          4. Enter and confirm the password with which the Manager accesses the domain controller.
                                                                                                                                                          5. For User Search Base, specify users and the domain name and any sub-domain names .
                                                                                                                                                          6. For Attribute for User ID, select sAMAccountName.
                                                                                                                                                          7. Add at least one domain for the UserName Identifier. Do not type the @ sign before the domain name.
                                                                                                                                                          8. Set a domain as the default.
                                                                                                                                                          9. Click Test Connection.
                                                                                                                                                          10. Click Save.
                                                                                                                                                          Step 3   Configure syslog for all devices.
                                                                                                                                                          1. Choose Device Management > Log and Trace Settings.
                                                                                                                                                          2. For each host address:
                                                                                                                                                            • Select the associated servers.
                                                                                                                                                            • In the Edit Serviceability Settings screen Syslog Settings pane, configure the Primary and Backup Host. Click Save.
                                                                                                                                                          Step 4   Configure SNMP for all devices.
                                                                                                                                                          1. Select Network Management > SNMP.
                                                                                                                                                          2. Navigate to SNMP and for each server add the following:
                                                                                                                                                            • V1/V2c Community Strings.
                                                                                                                                                            • Notification Destination.

                                                                                                                                                          Unified Intelligence Center License and Sign-In

                                                                                                                                                          Sign In to Administration Console

                                                                                                                                                          Who can sign in to the administration console: The System Application User who is the default Superuser.

                                                                                                                                                          To upload the license, you must sign in to the Unified Intelligence Center Administration Console. This is the OAMP interface for Unified Intelligence Center. The first person who signs in to the Administration application must do so using the user ID and password that were defined for the System Application User during the installation. This user is the initial Superuser for Unified Intelligence Center Administration.

                                                                                                                                                          Procedure
                                                                                                                                                            Step 1   Enter this URL: http://<HOST ADDRESS>/oamp, where HOST ADDRESS is the IP address or hostname of your Controller node.
                                                                                                                                                            Step 2   Enter the System Application User ID and password that you defined during installation.

                                                                                                                                                            Upload License

                                                                                                                                                            Who can upload the license: The System Application User who is the default Superuser.

                                                                                                                                                            As soon as the System Application User signs in, the user must upload the license file. The file is uploaded to the Controller publisher node and, within a minute, is automatically replicated to all nodes in the cluster.

                                                                                                                                                            The partner must obtain a unique license and apply it to the imported Unified Intelligence Center servers at the customer site.

                                                                                                                                                            Procedure
                                                                                                                                                              Step 1   In the Cisco Unified Intelligent Center Administration, choose Cluster Configuration > License Management.

                                                                                                                                                              This opens the License File Management page.

                                                                                                                                                              Figure 1. License File Management



                                                                                                                                                              Step 2   Click Browse.
                                                                                                                                                              Step 3   Navigate to the location where the *.lic file was saved.
                                                                                                                                                              Step 4   Click Apply License to load the license.

                                                                                                                                                              A message appears indicating that the license file was uploaded successfully and will be distributed to other nodes (if any) in the cluster in approximately one minute.

                                                                                                                                                              Note    The databases are polled once a minute for changes. The license replication is not immediate but occurs within a minute.

                                                                                                                                                              What to Do Next

                                                                                                                                                              Create Reporting Users

                                                                                                                                                              Configure Cisco Finesse

                                                                                                                                                              Configure Cisco Finesse Primary

                                                                                                                                                              DO THIS FOR golden templates only.


                                                                                                                                                              Note


                                                                                                                                                              You must configure the Finesse primary node before you customize the secondary node.


                                                                                                                                                              Before You Begin

                                                                                                                                                              DNS Configuration is mandatory for Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server

                                                                                                                                                              Procedure
                                                                                                                                                                Step 1   In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_921\PlatformConfigRepository\Finesse
                                                                                                                                                                Step 2   Copy the file named FINESSE_PRIMARY_platformConfig.xml.
                                                                                                                                                                Step 3   Paste it to another location and rename it to platformConfig.xml.
                                                                                                                                                                Step 4   Launch WinImage and select File > New > 1.44 MB and click OK.
                                                                                                                                                                Step 5   Drag and drop platformConfig.xml into WinImage.
                                                                                                                                                                Step 6   When prompted to inject the file, click Yes.
                                                                                                                                                                Step 7   Select File > Save as.
                                                                                                                                                                Step 8   Choose the Save as type list as Virtual floppy image. Provide the filename as platformConfig.flp and click Save.
                                                                                                                                                                Step 9   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                                                                                                Step 10   Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse Datastore and create a folder named FINESSE_PRIMARY.
                                                                                                                                                                Step 11   Upload the platformConfig.flp file to the folder FINESSE_PRIMARY.
                                                                                                                                                                Step 12   Edit the Virtual Machine Settings for the Finesse Primary VM .
                                                                                                                                                                Step 13   On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the FINESSE_PRIMARY folder on the data store and click OK.
                                                                                                                                                                Step 14   Ensure that Connect at Power On is checked for the network adapters and the floppy drive.
                                                                                                                                                                Step 15   Power on the Primary Machine. This begins the installation based on the information in the .flp file.

                                                                                                                                                                The installation begins automatically and runs with no interaction from you. After an hour or more, you will see a message indicating a successful installation.

                                                                                                                                                                Step 16   Click the Console tab for the VM. Log in to the primary machine, using the credentials for the Administration User. The machine opens to the CLI interface.
                                                                                                                                                                Step 17   Edit settings and uncheck Connect at Power on for the floppy drive.

                                                                                                                                                                During the customization of the primary, the username and the password are modified as follows. The customer should change the password.

                                                                                                                                                                • Default Password for OS Administrator: password@123
                                                                                                                                                                • Application UserName: Administrator
                                                                                                                                                                • Default Password for Application User: password@123
                                                                                                                                                                • Sftp password: password@123
                                                                                                                                                                • IPSec password: password@123

                                                                                                                                                                After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM.

                                                                                                                                                                What to Do Next

                                                                                                                                                                Continue to: Configure Settings for CTI Server and Administration and Data Server.

                                                                                                                                                                Configure Settings for CTI Server and Administration and Data Server

                                                                                                                                                                Configure CTI Server Settings in Cisco Finesse Primary Node
                                                                                                                                                                Procedure
                                                                                                                                                                  Step 1   Launch the URL http://<HOST ADDRESS>/cfadmin, where hostname or IP address is the hostname or IP address of your primary Finesse server.
                                                                                                                                                                  Step 2   Go to Home > Contact Center Enterprise CTI Server Settings.
                                                                                                                                                                  Step 3   Under Contact Center Enterprise CTI Server Settings, update the following:
                                                                                                                                                                  1. A Side Host/IP Address of Call Server Side A
                                                                                                                                                                  2. A Side Port (CTI Server Port on Side A)—42027
                                                                                                                                                                  3. Peripheral ID (of CallManager PIM)—5000
                                                                                                                                                                  4. B Side Host/IP Address of Call Server Side B
                                                                                                                                                                  5. B Side Port (CTI Server Port on Side B)—43027
                                                                                                                                                                  Step 4   Click Save.

                                                                                                                                                                  Configure Unified Contact Center Enterprise Administration and Data Server
                                                                                                                                                                  Procedure
                                                                                                                                                                    Step 1   Go to Home > Contact Center Enterprise Administration & Data Server Settings. (This menu structure assumes the default configuration.)
                                                                                                                                                                    Step 2   Under Contact Center Enterprise Administration & Data Server Settings, update the following:
                                                                                                                                                                    1. Primary Host/IP Address (of Side A AW Server)
                                                                                                                                                                    2. Database Port: 1433
                                                                                                                                                                    3. Backup Host/Ip Address (of Side B AW Server)
                                                                                                                                                                    4. Domain (required field): The name of the Unified CCE to which Finesse connects.
                                                                                                                                                                    5. AW Database Name: <ucceinstance_awdb>
                                                                                                                                                                    6. UserName: The domain username that is required to sign in to the database. Cannot be SQL user.
                                                                                                                                                                    7. Password: The password required to sign in to the database.
                                                                                                                                                                    Step 3   Click Save.

                                                                                                                                                                    Restart Tomcat
                                                                                                                                                                    After changing and saving any value on Contact Center Enterprise Administration Server Settings, you must restart the Cisco Tomcat Service on the primary Finesse server.
                                                                                                                                                                    Procedure
                                                                                                                                                                      Step 1   To stop the Cisco Tomcat service, enter this CLI command: utils service stop Cisco Tomcat .
                                                                                                                                                                      Step 2   To start the Cisco Tomcat service, enter this CLI command: utils service start Cisco Tomcat .

                                                                                                                                                                      What to Do Next

                                                                                                                                                                      For golden templates, configure the secondary node.

                                                                                                                                                                      For direct installation, check replication status.

                                                                                                                                                                      Configure Cisco Finesse Secondary Node

                                                                                                                                                                      Attention:

                                                                                                                                                                      The Subscriber configuration procedures—to launch the primary node to add the secondary node and then to configure the secondary—are for Golden Templates only.

                                                                                                                                                                      Launch the Finesse Administration Console to Configure the Secondary Finesse

                                                                                                                                                                      To add the secondary node, you must launch the primary node and add the secondary node to the cluster.

                                                                                                                                                                      Procedure
                                                                                                                                                                        Step 1   Launch the Cisco Finesse primary node in a browser (http://Primary Node IP Address/cfadmin), where the Primary Node or IP address is that of your host.
                                                                                                                                                                        Step 2   Go to Settings > Cluster Settings. (This is based on the default configuration and assumes you have not changed the page for the Cluster Settings tool.)
                                                                                                                                                                        Step 3   Add the IP address for the Cisco Finesse secondary node.
                                                                                                                                                                        Step 4   Click Save.

                                                                                                                                                                        Install Cisco Finesse on Secondary Node
                                                                                                                                                                        Procedure
                                                                                                                                                                          Step 1   In the client computer where the automation tool was run, navigate to .
                                                                                                                                                                          Step 2   Copy the file named FINESSE_SECONDARY_platformConfig.xml .
                                                                                                                                                                          Step 3   Paste it to another location and rename it to platformConfig.xml.
                                                                                                                                                                          Step 4   Launch WinImage and select File > New > 1.44 MB and click OK.
                                                                                                                                                                          Step 5   Drag and drop platformConfig.xml into WinImage:
                                                                                                                                                                          1. When prompted to inject the file, click Yes.
                                                                                                                                                                          2. Select File > Save as and save the file as a Virtual Floppy Image (.flp).
                                                                                                                                                                          Tip   

                                                                                                                                                                          If drag and drop does not work, select Image > Inject. Then browse to the file.

                                                                                                                                                                          Step 6   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                                                                                                          Step 7   Navigate to the Configuration tab and in the storage section right click on Datastore and choose Browse Datastore.
                                                                                                                                                                          Step 8   Create a folder FINESSE_SECONDARY in the data store and upload the platformConfig.flp file to that folder FINESSE_SECONDARY.
                                                                                                                                                                          Step 9   Edit settings for the VM. On the Hardware tab, click the floppy drive and choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the FINESSE_SECONDARY folder on the data store.
                                                                                                                                                                          Step 10   Ensure that Connect at Power On is checked for the network adapters and the floppy drive.
                                                                                                                                                                          Step 11   Power on the VM. This begins the installation and customizes the installation based on the information in the .flp file.

                                                                                                                                                                          During the customization of the secondary node, the username and the password are modified as follows. The customer may change the password:

                                                                                                                                                                          • Default Password for OS Administrator: password@123
                                                                                                                                                                          • Application UserName: Administrator
                                                                                                                                                                          • Default Password for Application User: password@123
                                                                                                                                                                          • Sftp password: password@123
                                                                                                                                                                          • IPSec password: password@123
                                                                                                                                                                          Step 12   After you complete the installation, uncheck Connect at Power on for the floppy drive.
                                                                                                                                                                          Note    Finesse will not operate correctly unless you disable the Cisco Security Agent (CSA) after installing the primary node and after installing the secondary node.

                                                                                                                                                                          Cisco Finesse Administration

                                                                                                                                                                          Obtain and Upload CA Certificate

                                                                                                                                                                          Note


                                                                                                                                                                          This procedure only applies if you are using HTTPS.

                                                                                                                                                                          This procedure is optional. If you are using HTTPS, you can choose to obtain and upload a CA certificate or you can choose to use the self-signed certificate provided with Finesse.


                                                                                                                                                                          To eliminate browser security warnings each time you sign in, obtain an application and root certificate signed by a Certificate Authority (CA). Use the Certificate Management utility from Cisco Unified Operating System Administration.

                                                                                                                                                                          To open Cisco Unified Operating System Administration, enter the following URL in your browser: https://hostname of primary Finesse server/cmplatform.

                                                                                                                                                                          Sign in using the username and password for the Application User account created during the installation of Finesse.

                                                                                                                                                                          Procedure
                                                                                                                                                                            Step 1   Generate a CSR.
                                                                                                                                                                            1. Select Security > Certificate Management > Generate CSR.
                                                                                                                                                                            2. From the Certificate Name drop-down list, select tomcat.
                                                                                                                                                                            3. Click Generate CSR.
                                                                                                                                                                            Step 2   Download the CSR.
                                                                                                                                                                            1. Select Security > Certificate Management > Download CSR.
                                                                                                                                                                            2. From the Certificate Name drop-down list, select tomcat.
                                                                                                                                                                            3. Click Download CSR.
                                                                                                                                                                            Step 3   Use the CSR to obtain the signed application certificate and the CA root certificate from the Certificate Authority.
                                                                                                                                                                            Step 4   When you receive the certificates, select Security > Certificate Management > Upload Certificate.
                                                                                                                                                                            Step 5   Upload the root certificate.
                                                                                                                                                                            1. From the Certificate Name drop-down list, select tomcat-trust.
                                                                                                                                                                            2. In the Upload File field, click Browse and browse to the root certificate file.
                                                                                                                                                                            3. Click Upload File.
                                                                                                                                                                            Step 6   Upload the application certificate.
                                                                                                                                                                            1. From the Certificate Name drop-down list, select tomcat.
                                                                                                                                                                            2. In the Root Certificate field, enter the name of the CA root certificate.
                                                                                                                                                                            3. In the Upload File field, click Browse and browse to the application certificate file.
                                                                                                                                                                            4. Click Upload File.
                                                                                                                                                                            Step 7   After the upload is complete, sign out of Finesse.
                                                                                                                                                                            Step 8   Access the CLI on the primary Finesse server.
                                                                                                                                                                            Step 9   Enter the command utils service restart Cisco Finesse Notification Service to restart the Cisco Finesse Notification service.
                                                                                                                                                                            Step 10   Enter the command utils service restart Cisco Tomcat to restart the Cisco Tomcat service.
                                                                                                                                                                            Step 11   Upload the root certificate and application certificate to the secondary Finesse server.
                                                                                                                                                                            Note   

                                                                                                                                                                            To open Cisco Unified Operating System Administration for the secondary server, enter the following URL in the address bar of your browser: https://hostname of secondary Finesse server/cmplatform.

                                                                                                                                                                            Step 12   Access the CLI on the secondary Finesse server and restart the Cisco Finesse Notification Service and the Cisco Tomcat Service.

                                                                                                                                                                            Agents Sign In to Desktop

                                                                                                                                                                            After the system administrator defines configuration settings, disables CSA, and restarts services, agents who have passwords and operational handsets can sign in to the Finesse Agent Desktop.

                                                                                                                                                                            After you restart Finesse, it takes approximately 6 minutes for all server-related services to restart. Therefore, you should wait 6 minutes before you attempt to sign in to the Agent Desktop.

                                                                                                                                                                            Procedure
                                                                                                                                                                              Step 1   Enter the following URL in the address bar of your browser: http://hostname of the Finesse server/.
                                                                                                                                                                              Step 2   The first time you access the Agent Desktop using HTTPS, you are prompted to trust the self-signed certificate provided with Finesse. The following table describes the steps for each supported browser.
                                                                                                                                                                              Note   

                                                                                                                                                                              If you are using HTTP or if you have installed a CA Certificate, you are not prompted to trust the self-signed certificate. Enter your agent ID, password, and extension, and then click Sign In.

                                                                                                                                                                              Option Description

                                                                                                                                                                              If you use Internet Explorer:

                                                                                                                                                                              1. A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended). This action opens the sign in page for the Agent Desktop. A certificate error appears in the address bar of your browser.
                                                                                                                                                                              2. Click Certificate Error, and then click View Certificates to open the Certificate dialog box.
                                                                                                                                                                              3. On the Certificate dialog box, click Install Certificate. This action opens the Certificate Import Wizard.
                                                                                                                                                                              4. Click Next.
                                                                                                                                                                              5. Select Place all certificates in the following store, and then click Browse.
                                                                                                                                                                              6. Select Trusted Root Certification Authorities, and then click OK.
                                                                                                                                                                              7. Click Next.
                                                                                                                                                                              8. Click Finish.
                                                                                                                                                                              9. If a Security Warning dialog box appears that asks if you want to install the certificate, click Yes. A Certificate Import dialog box that states the import was successful appears.
                                                                                                                                                                              10. Click OK.
                                                                                                                                                                              11. Enter your agent ID, password, and extension, and then click Sign In.

                                                                                                                                                                              If you use Firefox:

                                                                                                                                                                              1. Enter your agent ID, password, and extension, and then click Sign In. An error appears that states Finesse cannot connect to the Cisco Finesse Notification Service and prompts you to add a security exception for the certificates issued by the Finesse server.
                                                                                                                                                                              2. Click OK.
                                                                                                                                                                              3. A page appears that states this connection is untrusted.
                                                                                                                                                                              4. Click I Understand the Risks, and then click Add Exception.
                                                                                                                                                                              5. On the Add Security Exception dialog box, ensure the Permanently store this exception check box is checked.
                                                                                                                                                                              6. Click Confirm Security Exception. The page that states this connection is untrusted automatically closes and the Agent Desktop loads.

                                                                                                                                                                              Configure SNMP

                                                                                                                                                                              Complete the following procedure to configure SNMP.

                                                                                                                                                                              Procedure
                                                                                                                                                                                Step 1   Log in to the Cisco Unified Operating System Administration (https://hostname of primary Finesse server/ccmservice).
                                                                                                                                                                                Step 2   Select SNMP > V1/V2c.
                                                                                                                                                                                Step 3   Select Community String > Add New.
                                                                                                                                                                                1. Name the community string and verify that the default values for other fields are correct.
                                                                                                                                                                                2. Select the Devices tab and assign the SNMP community string to a device.
                                                                                                                                                                                3. Click Save and Deploy.
                                                                                                                                                                                Step 4   Create the notification destination and deploy to all of the Cisco Finesse devices.
                                                                                                                                                                                1. Select Notification Destination > Add New.
                                                                                                                                                                                2. Complete the fields.
                                                                                                                                                                                3. Select the Devices tab and assign the SNMP notification destination to a device.
                                                                                                                                                                                4. Click Save and Deploy.

                                                                                                                                                                                Create Customer Instance to Deploy 1000 Agent for Cisco HCS for Contact Center

                                                                                                                                                                                Follow this sequence of tasks to create the customer instance to deploy 1000 agent for Cisco HCS for Contact Center. After each task, return to this page to mark the task "done" and continue the sequence.

                                                                                                                                                                                Create Customer Instance to Deploy 4000 Agent for Cisco HCS for Contact Center

                                                                                                                                                                                Follow this sequence of tasks to create the customer instance to deploy 4000 agent for Cisco HCS for Contact Center. After each task, return to this page to mark the task "done" and continue the sequence.

                                                                                                                                                                                Configure Unified CCE Rogger

                                                                                                                                                                                Configure Network Cards


                                                                                                                                                                                Note


                                                                                                                                                                                Do this for all the Unified Contact Center Enterprise virtual machines that have two network adapters.
                                                                                                                                                                                Procedure
                                                                                                                                                                                  Step 1   Select Start and right-click Network and select Properties.
                                                                                                                                                                                  Step 2   Click Change adapter settings to open the Network Connections page.
                                                                                                                                                                                  Step 3   Rename the network adapter with Visible IP address configurations as Visible.
                                                                                                                                                                                  Step 4   Rename the network adapter with Private IP address configurations as Private.
                                                                                                                                                                                  Step 5   On the Network Connections page, press Alt N to display the Advanced menu.
                                                                                                                                                                                  Step 6   From the Advanced menu, select Advanced Settings.
                                                                                                                                                                                  Step 7   Under Adapters and Bindings, sort the connections so that visible is on top.
                                                                                                                                                                                  Step 8   Click OK.

                                                                                                                                                                                  Configure Private Ethernet Card
                                                                                                                                                                                  Procedure
                                                                                                                                                                                    Step 1   Right-click private and select Properties.
                                                                                                                                                                                    Step 2   Uncheck Client for Microsoft Networks.
                                                                                                                                                                                    Step 3   Uncheck File and Printer Sharing for Microsoft Networks.
                                                                                                                                                                                    Step 4   Uncheck Internet Protocol Version 6 (TCP/IPV6).
                                                                                                                                                                                    Step 5   Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.
                                                                                                                                                                                    1. Remove the IP Address for the Default Gateway.
                                                                                                                                                                                    2. Remove the IP Address for the Preferred DNS server.
                                                                                                                                                                                    3. Remove the IP Address for the Alternate DNS server.
                                                                                                                                                                                    Step 6   Click the Advance button. Open the DNS tab. Uncheck Register this connection's addresses in DNS.
                                                                                                                                                                                    Step 7   Add an entry for the private IP address. Append a suffix such as p to the hostname for this IP, to identify it as private.
                                                                                                                                                                                    Step 8   Click OK twice. Then, click Close.

                                                                                                                                                                                    Configure Visible Ethernet Card
                                                                                                                                                                                    Procedure
                                                                                                                                                                                      Step 1   Right-click public and select Properties.
                                                                                                                                                                                      Step 2   Check Client for Microsoft Networks.
                                                                                                                                                                                      Step 3   Check File and Printer Sharing for Microsoft Networks.
                                                                                                                                                                                      Step 4   Uncheck Internet Protocol Version 6 (TCP/IPV6).
                                                                                                                                                                                      Step 5   Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.
                                                                                                                                                                                      Step 6   Confirm the Public IP address, Subnet mask, Default gateway and Preferred DNs server, and click Advanced.
                                                                                                                                                                                      Step 7   On the Advanced tab, enter the high public addresses.
                                                                                                                                                                                      Step 8   On the DNS tab, in the DNS suffix for this connection field, enter the name of the local DNS zone for the server and check Register this connection's addresses in DNS.
                                                                                                                                                                                      Step 9   If the server requires access to resources in a different trusting or trusted domain or DNS zone, select Append these DNS suffixes (in order) and enter the local DNS zone for the server first, and then add the other secondary zones that represent the trusting or trusted domain.

                                                                                                                                                                                      Configure Unified CCE Encryption Utility


                                                                                                                                                                                      Note


                                                                                                                                                                                      Complete this procedure for the Unified CCE Agent PG ,AW-HDS-DDS, VRU PG, Rogger on Side A and Side B.

                                                                                                                                                                                      Perform this procedure for golden templates only.


                                                                                                                                                                                      Procedure
                                                                                                                                                                                        Step 1   Start All Programs > Cisco Unified CCE Tools.
                                                                                                                                                                                        Step 2   Select SSL Encryption Utility.
                                                                                                                                                                                        Step 3   Click the Certificate Administration tab.
                                                                                                                                                                                        Step 4   Click Uninstall. Select Yes at the message.
                                                                                                                                                                                        Step 5   When the Uninstall completes, click Install.

                                                                                                                                                                                        You see a stream of messages, ending with SSL Certificate successfully installed.

                                                                                                                                                                                        Step 6   Click Close.

                                                                                                                                                                                        Create and Bind System CLI Certificate

                                                                                                                                                                                        Complete the following procedure to create and bind the system CLI certificate:

                                                                                                                                                                                        Procedure
                                                                                                                                                                                          Step 1   Open the command prompt.
                                                                                                                                                                                          Step 2   Enter the command cd C:\icm\serviceability\diagnostics\bin and press Enter.
                                                                                                                                                                                          Step 3   Enter the command DiagFwCertMgr /task:CreateAndBindCert and press Enter.

                                                                                                                                                                                          Configure SQL Server

                                                                                                                                                                                          Procedure
                                                                                                                                                                                            Step 1   Go to Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio.
                                                                                                                                                                                            Step 2   Log in.
                                                                                                                                                                                            Step 3   Expand Security and then Logins.
                                                                                                                                                                                            Step 4   If the BUILTIN\Administrators group is not listed:
                                                                                                                                                                                            1. Right-click Logins and select New Login.
                                                                                                                                                                                            2. Click Search and then Locations to locate BUILTIN in the domain tree.
                                                                                                                                                                                            3. Type Administrators and click Check Name and then OK.
                                                                                                                                                                                            4. Double-click BUILTIN\Administrators.
                                                                                                                                                                                            5. Choose Server Roles.
                                                                                                                                                                                            6. Make sure that public and sysadmin are both checked.

                                                                                                                                                                                            Configure a Database Drive

                                                                                                                                                                                            DO THIS FOR Virtual Machines that require an additional hard drive to archive data.

                                                                                                                                                                                            Procedure
                                                                                                                                                                                              Step 1   Choose Start > All Programs > Administrative Tools > Computer Management.
                                                                                                                                                                                              Step 2   Under Storage, click Disk Management.
                                                                                                                                                                                              Step 3   Create a new disk partition as follows: right-click the disk you just initialized, choose New Simple Volume, and run the wizard.

                                                                                                                                                                                              Configure Unified CCE Router

                                                                                                                                                                                              Complete the following procedure to configure the Unified CCE Router.
                                                                                                                                                                                              Procedure
                                                                                                                                                                                                Step 1   Launch the Unified CCE Web Setup.
                                                                                                                                                                                                Step 2   Sign in as the domain user with local Administrator permission.
                                                                                                                                                                                                Step 3   Click Instance Management, and then click Add.
                                                                                                                                                                                                Step 4   In the Add Instance window, select Facility and Instance from the drop-down list.
                                                                                                                                                                                                Step 5   In the Instance Number field, enter 0. Click Save .
                                                                                                                                                                                                Step 6   Navigate to Component Management > Routers.
                                                                                                                                                                                                Step 7   Click Add to set up the Call Router.
                                                                                                                                                                                                Step 8   In the Deployment window, select the appropriate Side.
                                                                                                                                                                                                Step 9   Select Duplexed. Click Next.
                                                                                                                                                                                                Step 10   In the Router Connectivity window, configure the Private Interface and Public (Visible) Interfaces. Click Next.
                                                                                                                                                                                                Step 11   In the Enable Peripheral Gateways dialog box, enter the following in the Enable Peripheral Gateways field. Click Next.
                                                                                                                                                                                                • For 500 and 1000 agent deployments: 1-2.
                                                                                                                                                                                                • For 4000 agent deployment: 1-5.
                                                                                                                                                                                                Step 12   In the Router Options window, configure the following, and click Next.
                                                                                                                                                                                                1. Check Enable Database Routing.
                                                                                                                                                                                                2. Check Enable Quality of Service (QoS). (Applicable to Side A only.)
                                                                                                                                                                                                Step 13   In Router Quality of Service window, click Next.
                                                                                                                                                                                                Step 14   In the Summary window, make sure that the Router summary is correct, then click Finish.

                                                                                                                                                                                                Configure Unified CCE Logger

                                                                                                                                                                                                Complete the following procedure to configure the Unified CCE logger on the Unified CCE Rogger for Side A and Side B.

                                                                                                                                                                                                Note


                                                                                                                                                                                                Ensure that your browser is enabled.


                                                                                                                                                                                                Procedure
                                                                                                                                                                                                  Step 1   Launch the Unified CCE Web Setup.
                                                                                                                                                                                                  Step 2   Sign in using as domain user having local Administrator rights.
                                                                                                                                                                                                  Step 3   Click Instance Management, and then click Add.
                                                                                                                                                                                                  Step 4   In the Add Instance window, select Facility and Instance from the drop-down list.
                                                                                                                                                                                                  Step 5   In the Instance Number field, enter 0. Click Save.
                                                                                                                                                                                                  Step 6   Configure the logger database as follows:
                                                                                                                                                                                                  1. Select Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.
                                                                                                                                                                                                  2. Navigate to Server > Instance (logger being installed).
                                                                                                                                                                                                  3. Right-click the instance name and choose Create to create the logger database.
                                                                                                                                                                                                  4. In the Select Component dialog box, choose the logger you are working on ( Logger A or Logger B). Click OK.
                                                                                                                                                                                                  5. At the prompt ""SQL Server is not configured properly. Do you want to configure it now?"", click Yes.
                                                                                                                                                                                                  6. On the Configure window, in the SQL Server Configurations pane, check Memory (MB) and Recovery Interval. Click OK.
                                                                                                                                                                                                  7. On the Stop Server window, click Yes to stop the services.
                                                                                                                                                                                                  8. In the Select Logger Type window, select Enterprise from the drop-down list. Click OK.
                                                                                                                                                                                                  Step 7   In the Create Database window, configure the following to create the Log:
                                                                                                                                                                                                  1. In the DB Type field, choose the side (A or B).
                                                                                                                                                                                                  2. In the Region field, choose your region.
                                                                                                                                                                                                  3. In the Storage pane, click Add.
                                                                                                                                                                                                  Step 8   In the Add Device dialog box, configure as follows:
                                                                                                                                                                                                  1. Select Log.
                                                                                                                                                                                                  2. Choose the C drive.
                                                                                                                                                                                                  3. Accept the default in the size field.
                                                                                                                                                                                                  4. Click OK.
                                                                                                                                                                                                  Step 9   In the Create Database window, click Add under Storage pane.
                                                                                                                                                                                                  Step 10   In the Add Device window, configure as follows:
                                                                                                                                                                                                  1. Select Data.
                                                                                                                                                                                                  2. Choose the secondary drive (typically E).
                                                                                                                                                                                                  3. Accept the default in the size field.
                                                                                                                                                                                                  4. Click OK.
                                                                                                                                                                                                  Step 11   In the Create Database window, click Create and click Start.

                                                                                                                                                                                                  When you see the successful creation message, click OK and click Close.

                                                                                                                                                                                                  Step 12   Configure the logger component as follows:
                                                                                                                                                                                                  1. Return to Unified CCE Web Setup. You might need to log in again.
                                                                                                                                                                                                  2. Choose Component Management > Loggers.
                                                                                                                                                                                                  3. Click Add and choose the Instance.
                                                                                                                                                                                                  4. On the Deployment window, select the Logger (A or B).
                                                                                                                                                                                                  5. Under the Deployment window, Select Duplexed and click Next.
                                                                                                                                                                                                  6. On the Central Controller Connectivity window, enter the host names for Sides A and B for the Router Private Interface and Logger Private Interface.
                                                                                                                                                                                                  Step 13   On the Additional Options window, configure the following and click Next:
                                                                                                                                                                                                  1. Check Enable Historical/Detail Data Replication.
                                                                                                                                                                                                  2. Check Display Database Purge Configuration Steps.
                                                                                                                                                                                                  Step 14   Under the Data Retention window, in the data retention table, retain the default values and click Next.
                                                                                                                                                                                                  Step 15   On the Data Purge window, configure purge for a time when there is low demand on the system. Click Next.
                                                                                                                                                                                                  Step 16   Review the Summary window, and then click Finish.

                                                                                                                                                                                                  Database and Log File Size

                                                                                                                                                                                                  Complete the following procedure to increase the database and log sizes.

                                                                                                                                                                                                  Procedure
                                                                                                                                                                                                    Step 1   Navigate to Microsoft SQL Server 2008R2 > SQL Server Management Studio.
                                                                                                                                                                                                    Step 2   Click Connect. In the left pane, expand Databases.
                                                                                                                                                                                                    Step 3   In the left pane, select Files. Ensure that Auto Growth is enabled for data and log with Unrestricted File Growth.
                                                                                                                                                                                                    Step 4   Set the initial size of the data and log files according to the following table
                                                                                                                                                                                                    Table 5 Data and Log File Size
                                                                                                                                                                                                    Database Data size (MB) Log Size Deployment
                                                                                                                                                                                                    Side A, Side B 409600 1024 500 agent
                                                                                                                                                                                                    Side A, Side B 665600 3072 1000 agent
                                                                                                                                                                                                    Side A, Side B 122900 1024 Other HCS Deployments
                                                                                                                                                                                                    Step 5   Check Enable Autogrowth and select Unrestricted File Growth. Click OK.

                                                                                                                                                                                                    Load Base Configuration

                                                                                                                                                                                                    Complete this procedure to upload the following base configuration parameters. For more information on base configuration parameter see Base Configuration Parameters for 4000 Agent Deployment.

                                                                                                                                                                                                    1. PG Explorer
                                                                                                                                                                                                    2. Network VRU Explorer
                                                                                                                                                                                                    3. System Information
                                                                                                                                                                                                    4. Expanded Call Variable List
                                                                                                                                                                                                    5. Network VRU
                                                                                                                                                                                                    6. Default Agent Desk Settings
                                                                                                                                                                                                    7. Application Instance List
                                                                                                                                                                                                    8. Media Class for Multi Channel
                                                                                                                                                                                                    9. Media Routing Domain
                                                                                                                                                                                                    10. Network VRU Mapping
                                                                                                                                                                                                    11. Agent Targeting Rule
                                                                                                                                                                                                    12. Outbound Dialer
                                                                                                                                                                                                    Procedure
                                                                                                                                                                                                      Step 1   Download the Domain_​Update_​Tool.zip file. Save it locally and unzip it.
                                                                                                                                                                                                      Step 2   Copy the configuration folder to the local drive of CCE Rogger on Side A.
                                                                                                                                                                                                      Step 3   Open the ICMDBA Tool on the CCE Rogger on Side A.
                                                                                                                                                                                                      Step 4   Select the CCE Rogger and expand the tree to <instance name>_sideA.
                                                                                                                                                                                                      Step 5   Select Data on the menu bar and click Import.
                                                                                                                                                                                                      Step 6   Browse to locate the configuration folder and click Open.
                                                                                                                                                                                                      Step 7   Click OK and then click Import.
                                                                                                                                                                                                      Step 8   Click Start and then click OK on all messages.
                                                                                                                                                                                                      Step 9   Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell. Respond as follows:
                                                                                                                                                                                                      1. For Server name, enter the computer name of the CCE Rogger Side A.
                                                                                                                                                                                                      2. For Database name, enter <instance_sideA (Logger database)>.
                                                                                                                                                                                                      3. For Domain Name, enter the customer's domain name.
                                                                                                                                                                                                      Step 10   Return to the ICMDBA tool. Open Data on the menu bar and click Synchronize.
                                                                                                                                                                                                      1. Enter the hostname for the CCE Rogger on Side A.
                                                                                                                                                                                                      2. Enter the database name as <instance name>_sideA for the source side.
                                                                                                                                                                                                      3. Enter the hostname for the CCE Rogger on Side B.
                                                                                                                                                                                                      4. Enter the database name as <instance name>_sideB for the target side.
                                                                                                                                                                                                      5. Click Synchronize.
                                                                                                                                                                                                      Step 11   Click Start and then click OK on all messages.

                                                                                                                                                                                                      Verify Cisco Diagnostic Framework Portico

                                                                                                                                                                                                      Do this for the Unified CCE machines.

                                                                                                                                                                                                      Procedure
                                                                                                                                                                                                        Step 1   Open the command prompt and enter cd C:\.
                                                                                                                                                                                                        Step 2   Enter cd icm\serviceability\diagnostics\bin and press Enter.
                                                                                                                                                                                                        Step 3   Enter DiagFwCertMgr /task:CreateAndBindCert /port:7890 and press Enter.
                                                                                                                                                                                                        Step 4   Go to Start -> Run and enter services.msc to open the Services tool. Make sure the Cisco Diagnostic Framework service is running. If it is not running start it.
                                                                                                                                                                                                        Step 5   Open Diagnostic Framework Portico: Start > Programs > Cisco Unified CCE Tools > Diagnostic Framework Portico. Then make sure you can log in to the Diagnostic Framework Portico using domain user credentials.

                                                                                                                                                                                                        Configure Unified CCE AW-HDS-DDS

                                                                                                                                                                                                        This section explains the configuration procedures you must perform for the Unified CCE AW-HDS-DDS for Sides A and B.

                                                                                                                                                                                                        AW-HDS-DDS

                                                                                                                                                                                                        Create HDS Database
                                                                                                                                                                                                        Procedure
                                                                                                                                                                                                          Step 1   Configure the HDS database as follows:
                                                                                                                                                                                                          1. Choose Start > Programs > Cisco Unified CCE Tools > ICMdba.
                                                                                                                                                                                                          2. On the ICMdba page, at the prompt Tempdb is below the recommended size 100MB. Would you like to expand it?, click Yes.
                                                                                                                                                                                                          3. On the ICMdba page, at the prompt Tempdb is below the recommended size 50MB. Would you like to expand it?, click Yes.
                                                                                                                                                                                                          4. Navigate to Server > Instance.
                                                                                                                                                                                                          5. Right-click the instance and choose Create.
                                                                                                                                                                                                          Step 2   In the Select Component dialog box, choose Administration & Data Server from the drop-down list. Click OK.
                                                                                                                                                                                                          Step 3   At the prompt, SQL Server is not configured properly. Do you want to configure it now?" Click Yes.
                                                                                                                                                                                                          Step 4   In the Select Component dialog box, choose Administration & Data Server from the drop-down list. Click OK.
                                                                                                                                                                                                          Step 5   On the Configure page, in the SQL Server Configurations pane check Memory (MB) and Recovery Interval. Click OK.
                                                                                                                                                                                                          Step 6   On the Stop Server page, click Yes to stop the services.
                                                                                                                                                                                                          Step 7   In the Select AW Type dialog box, choose Enterprise from drop-down list. Click OK.
                                                                                                                                                                                                          Step 8   In the Create Database dialog box, configure as follows:
                                                                                                                                                                                                          1. In the DB Type field, choose HDS from drop-down.
                                                                                                                                                                                                          2. In the Storage pane, click Add.
                                                                                                                                                                                                          Step 9   In the Add Device dialog box, configure as follows:
                                                                                                                                                                                                          1. Select Data.
                                                                                                                                                                                                          2. Select the secondary drive (typically E).
                                                                                                                                                                                                          3. Accept the default in the size field.
                                                                                                                                                                                                          4. Click OK.
                                                                                                                                                                                                          Step 10   In the Create Database dialog box, under Storage, click Add.
                                                                                                                                                                                                          Step 11   In the Add Device dialog box, configure as follows:
                                                                                                                                                                                                          1. Select Log.
                                                                                                                                                                                                          2. Select the C drive.
                                                                                                                                                                                                          3. Accept the default in the size field.
                                                                                                                                                                                                          4. Click OK.
                                                                                                                                                                                                          Step 12   In the Create Database dialog box, configure as follows:
                                                                                                                                                                                                          1. Click Create.
                                                                                                                                                                                                          2. Click Start.
                                                                                                                                                                                                          3. Click OK.
                                                                                                                                                                                                          4. Click Close.

                                                                                                                                                                                                          Configure AW-HDS-DDS

                                                                                                                                                                                                          Complete the following procedure to install the Cisco Unified CCE Administration Server & Real-time Data Server, Historical Data Server, and Detailed Data Server (AW-HDS-DDS).

                                                                                                                                                                                                          Procedure
                                                                                                                                                                                                            Step 1   Choose Component Management > Administration & Data Servers.
                                                                                                                                                                                                            Step 2   Click Add.
                                                                                                                                                                                                            Step 3   On the Deployment window, choose the current instance.
                                                                                                                                                                                                            Step 4   On the Add Administration & Data Servers window, configure as follows:
                                                                                                                                                                                                            1. Click Enterprise.
                                                                                                                                                                                                            2. Click Small to Medium Deployment Size.
                                                                                                                                                                                                            3. Click Next.
                                                                                                                                                                                                            Step 5   On the Server Role in a Small to Medium Deployment window, configure as follows:
                                                                                                                                                                                                            1. Choose the option Administrator Server Real-time Data Server, Historical Data Server, and Detailed Data Server (AW-HDS-DDS).
                                                                                                                                                                                                            2. Click Next.
                                                                                                                                                                                                            Step 6   On the Administration & Data Servers Connectivity window, configure as follows:
                                                                                                                                                                                                            1. Select Primary Administration & Data Server.
                                                                                                                                                                                                            2. Enter the hostname of the Secondary AW-HDS-DDS in the *Secondary Administration & Data Server field.
                                                                                                                                                                                                            3. Enter the site name in the Primary/Secondary Pair (Site) Name field.
                                                                                                                                                                                                              Note   

                                                                                                                                                                                                              Ensure that the site name match with the site name defined under PG Explorer > Agent Peripheral > Agent Distribution.

                                                                                                                                                                                                            4. Click Next.
                                                                                                                                                                                                            Step 7   On the Database and Options window, configure as follows:
                                                                                                                                                                                                            1. In the Create Database(s) on Drive field, select E.
                                                                                                                                                                                                            2. Click Configure Management Service (CMS) Node.
                                                                                                                                                                                                            3. Check Internet Script Editor (ISE) Server.
                                                                                                                                                                                                            4. Check Next.
                                                                                                                                                                                                            Step 8   On the Central Controller Connectivity window, configure as follows:
                                                                                                                                                                                                            1. For Router Side A enter the host name/IP address machine where Router A resides.
                                                                                                                                                                                                            2. For Router Side B enter the host name/IP address machine where Router B resides.
                                                                                                                                                                                                            3. For Logger Side A enter the host name/IP address machine where Logger A resides.
                                                                                                                                                                                                            4. For Logger Side B enter the host name/IP address machine where Logger B resides.
                                                                                                                                                                                                            5. Enter the Central Controller Domain Name.
                                                                                                                                                                                                            6. Click Central Controller Side A Preferred.
                                                                                                                                                                                                            7. Click Next.
                                                                                                                                                                                                            Step 9   Review the Summary window, and click Finish.

                                                                                                                                                                                                            Database and Log File Size

                                                                                                                                                                                                            Complete the following procedure to increase the database and log sizes.

                                                                                                                                                                                                            Procedure
                                                                                                                                                                                                              Step 1   Open Microsoft SQL Server Management Studio.
                                                                                                                                                                                                              Step 2   Expand the Database in Object Explorer.
                                                                                                                                                                                                              Step 3   Choose HDS database. Right-click on the database and select Properties.
                                                                                                                                                                                                              Step 4   Click Files to increase the database and log sizes.
                                                                                                                                                                                                              Step 5   Set the initial size of the data and log files according to the following table:
                                                                                                                                                                                                              Table 7  Data and Log File Size
                                                                                                                                                                                                              Database Data size (MB) Log Size
                                                                                                                                                                                                              <instance>_hds 409600 1024
                                                                                                                                                                                                              Temporary Database 1400 1024
                                                                                                                                                                                                              Step 6   Check Enable Autogrowth and select Unrestricted File Growth. Click OK.

                                                                                                                                                                                                              Configure Unified CCE Agent PG 1

                                                                                                                                                                                                              Configure CUCM Peripheral Gateway for 4000 Agent Deployment Model

                                                                                                                                                                                                              Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on Side A and then repeat the same procedure for Side B.

                                                                                                                                                                                                              Prepare to Add PIMs

                                                                                                                                                                                                              Complete the following procedure to prepare to add PIMs (Peripheral Interface Manager).

                                                                                                                                                                                                              Procedure
                                                                                                                                                                                                                Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
                                                                                                                                                                                                                Step 2   Click Add in the ICM Instances pane.
                                                                                                                                                                                                                Step 3   In the Add Instance window, select Facility and Instance from the drop-down list.
                                                                                                                                                                                                                Step 4   Enter 0 in the Instance Number field. Click Save.
                                                                                                                                                                                                                Step 5   Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
                                                                                                                                                                                                                Step 6   In the Peripheral Gateway Properties dialog box:
                                                                                                                                                                                                                1. Check Production mode.
                                                                                                                                                                                                                2. Check Auto start system startup.
                                                                                                                                                                                                                3. Check Duplexed Peripheral Gateway.
                                                                                                                                                                                                                4. In the PG Node Properties ID field, choose PG1 for Agent PG1 machine or choose PG2 for Agent PG 2 machine.
                                                                                                                                                                                                                5. Click the appropriate Side (Side A or Side B).
                                                                                                                                                                                                                6. Under Client Type pane, add CUCM to the selected types.
                                                                                                                                                                                                                7. Click Next.

                                                                                                                                                                                                                Add PIM1(CUCM PIM)
                                                                                                                                                                                                                In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of Unified Communications Manager as follows:
                                                                                                                                                                                                                Procedure
                                                                                                                                                                                                                  Step 1   Check Enabled.
                                                                                                                                                                                                                  Step 2   In the Peripheral name field, enter CUCM_PG_1 for Agent PG1 or enter CUCM_PG_2 for Agent PG2.
                                                                                                                                                                                                                  Step 3   In the Peripheral ID field, enter 5000 for Agent PG1 or enter 5001 for Agent PG2.
                                                                                                                                                                                                                  Step 4   In the Agent extension length field, enter extension length for this deployment.
                                                                                                                                                                                                                  Step 5   In the CUCM Parameters pane, configure as follows:
                                                                                                                                                                                                                  1. In the Service field, enter the hostname of Unified Communications Manager Subscriber.
                                                                                                                                                                                                                  2. In the User ID field, enter pguser for Agent PG1 or enter pguser2 for Agent PG2.
                                                                                                                                                                                                                  3. In the User password field, enter the password of the pguser.
                                                                                                                                                                                                                  4. In the Mobile Agent Codec field, choose G.711 or G.729.
                                                                                                                                                                                                                  Step 6   Click OK.

                                                                                                                                                                                                                  After Creating PIMs
                                                                                                                                                                                                                  Procedure
                                                                                                                                                                                                                    Step 1   Enter 5000 for Agent PG1 or enter 5001 for Agent PG2 in the Logical Controller ID field.
                                                                                                                                                                                                                    Step 2   Enter 0 in the CTI Call Wrapup Data delay field.
                                                                                                                                                                                                                    Step 3   In the Device Management Protocol Properties dialog box, configure as follows:
                                                                                                                                                                                                                    1. Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
                                                                                                                                                                                                                    2. Choose Call Router is local in the Side A Properties panel.
                                                                                                                                                                                                                    3. Choose Call Router is local in the Side B Properties panel.
                                                                                                                                                                                                                    4. Accept the default value in the Usable Bandwidth (kbps) field.
                                                                                                                                                                                                                    5. Enter 4 in the Heartbeat Interval (100ms) field. Click Next.
                                                                                                                                                                                                                    Step 4   In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public (Visible) Interfaces.
                                                                                                                                                                                                                    Step 5   Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK.

                                                                                                                                                                                                                    This step applies only to Side A.

                                                                                                                                                                                                                    Step 6   Click the QoS button in the public interfaces section. In the PG Visible Link QoS Settings, check Enable QoS and click OK.

                                                                                                                                                                                                                    This step applies only to Side A.

                                                                                                                                                                                                                    Step 7   In the Peripheral Gateway Network Interfaces dialog box, click Next.
                                                                                                                                                                                                                    Step 8   In the Check Setup Information dialog box, click Next.
                                                                                                                                                                                                                    Step 9   In the Setup Complete dialog box, click Finish.

                                                                                                                                                                                                                    Configure Media Routing Peripheral Gateway

                                                                                                                                                                                                                    Complete the following procedures to configure the Unified CCE Media Routing Peripheral Gateway for the Agent PG on Side A and then repeat for Side B. The Media Routing Peripheral Gateway has two PIMs-the MultiChannel PIM and the Outbound PIM.

                                                                                                                                                                                                                    You must configure this PG, even if Multichannel and Outbound are not used. In that case, this PG remains idle or can be disabled.

                                                                                                                                                                                                                    Configure Multichannel and Outbound PIM's 4000 Agent Deployment

                                                                                                                                                                                                                    Complete the following procedure to configure multichannel and outbound PIM's.

                                                                                                                                                                                                                    Procedure
                                                                                                                                                                                                                      Step 1   Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
                                                                                                                                                                                                                      Step 2   Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
                                                                                                                                                                                                                      Step 3   In the Peripheral Gateway Properties dialog box:
                                                                                                                                                                                                                      1. Check Production Mode.
                                                                                                                                                                                                                      2. Check Auto start system startup.
                                                                                                                                                                                                                      3. Check Duplexed Peripheral Gateway.
                                                                                                                                                                                                                      4. Choose PG4 in the PG node Properties ID field.
                                                                                                                                                                                                                      5. Click the appropriate Side (Side A or Side B).
                                                                                                                                                                                                                      6. Under Client Type pane, add Media Routing to the selected types.
                                                                                                                                                                                                                      7. Click Next.
                                                                                                                                                                                                                      Step 4   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of Media Routing as follows:
                                                                                                                                                                                                                      1. Check Enabled.
                                                                                                                                                                                                                      2. In the Peripheral name field, enter MR.
                                                                                                                                                                                                                      3. In the Peripheral ID field, enter 5018 for Agent PG1 (Do not create any PIM for Agent PG2).
                                                                                                                                                                                                                      4. In the Application Hostname (1), field, enter the host name or the IP address of the Unified WIM and EIM services server.
                                                                                                                                                                                                                      5. In the Application connection port (1), field, enter the port number on the Unified WIM and EIM services server that the PIM will use to communicate with the application. The default port is 38001.
                                                                                                                                                                                                                      6. In the Application Hostname (2), leave the field blank.
                                                                                                                                                                                                                      7. In the Application connection port (2), leave the field blank.
                                                                                                                                                                                                                      8. In the Heartbeat interval (sec) field, enter 5.
                                                                                                                                                                                                                      9. In the Reconnect interval (sec) field, enter 10.
                                                                                                                                                                                                                      10. Click OK.
                                                                                                                                                                                                                      Step 5   Click Add and configure PIM2 with the client type of Media Routing as follows:
                                                                                                                                                                                                                      1. Check Enabled.
                                                                                                                                                                                                                      2. In the Peripheral name field, enter MR2 or a name of your choice.
                                                                                                                                                                                                                      3. In the Peripheral ID field, enter 5019.
                                                                                                                                                                                                                      4. In the Application Hostname(1) field, enter the IP address of Agent PG1 machine on Side A.
                                                                                                                                                                                                                      5. In the Application Connection port (1), retain the default value.
                                                                                                                                                                                                                      6. In the Application Hostname (2), field, enter the IP address of Agent PG1 machine on Side B.
                                                                                                                                                                                                                      7. In the Application Connection port (2), retain the default value.
                                                                                                                                                                                                                      8. In the Heartbeat interval (sec) field, enter 5.
                                                                                                                                                                                                                      9. In the Reconnect interval (sec) field, enter 10 and click OK.
                                                                                                                                                                                                                      Step 6   Enter 5003 in the Logical Controller ID field.
                                                                                                                                                                                                                      Step 7   Enter 0 in the CTI Call Wrapup Data delay field. Click Next.
                                                                                                                                                                                                                      Step 8   In the Device Management Protocol Properties dialog box, configure as follows:
                                                                                                                                                                                                                      1. Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
                                                                                                                                                                                                                      2. Choose Call Router is local in the Side A Properties panel.
                                                                                                                                                                                                                      3. Choose Call Router is local in the Side B Properties panel.
                                                                                                                                                                                                                      4. Accept the default value in the Usable Bandwidth (kbps) field.
                                                                                                                                                                                                                      5. Enter 4 in the Heartbeat Interval (100ms) field. Click Next.
                                                                                                                                                                                                                      Step 9   In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public (Visible) Interfaces.

                                                                                                                                                                                                                      This step applies only to Side A.

                                                                                                                                                                                                                      1. Click the QoS button in the private interfaces section. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK.
                                                                                                                                                                                                                      2. Click the QoS button in the public(visible) interfaces section. In the PG Visible Link QoS Settings, check the check box Enable QoS, click OK and click Next.
                                                                                                                                                                                                                      Step 10   In the Check Setup Information dialog box, click Next.
                                                                                                                                                                                                                      Step 11   In the Setup Complete dialog box, click Finish.
                                                                                                                                                                                                                      Step 12   Click Exit Setup.

                                                                                                                                                                                                                      Configure CTI OS Server

                                                                                                                                                                                                                      Complete the following procedure to configure the CTI OS server for Side A and Side B.
                                                                                                                                                                                                                      Procedure
                                                                                                                                                                                                                        Step 1   Mount the CTIOS ISO image or copy the CTIOS installer to the local drive of Unified CCE Agent PG.
                                                                                                                                                                                                                        Step 2   If a maintenance release for CTIOS is available, copy the maintenance release to the local drive of Unified CCE Agent PG.
                                                                                                                                                                                                                        Step 3   Navigate to CTIOS >Installs >CTIOS Server and run setup.exe. Click Yes to the warning that the SNMP service will be stopped and then restarted after the installation completes.
                                                                                                                                                                                                                        Step 4   Accept the Software License Agreement.
                                                                                                                                                                                                                        Step 5   Browse to the location for the latest Maintenance Release, if any and click Next.
                                                                                                                                                                                                                        Step 6   In the CTI OS Instances dialog box, click Add in the CTI OS Server List pane. Select the CTIOS Server Name and click OK.
                                                                                                                                                                                                                        Step 7   In the Enter Desktop dialog box, choose drive C. Click OK.
                                                                                                                                                                                                                        Step 8   In the CTI Server Information dialog box, enter the IP address of the Machine where CTIOS is installed, and the ports for Side A (42027) and Side B (43027). Then click Next.
                                                                                                                                                                                                                        Step 9   In the Peripheral Identifier dialog box, accept all defaults. In the Login By pane, select Agent ID and then click Next.
                                                                                                                                                                                                                        Step 10   In the Connect Information dialog box, accept all defaults and then click Next.
                                                                                                                                                                                                                        Step 11   In the Statistics Information dialog box, check Polling for Agent Statistics at End Call, and then click Next.
                                                                                                                                                                                                                        Step 12   In the IPCC Silent Monitor Type dialog box, set Silent Monitor Type to CCM Based and click Next.
                                                                                                                                                                                                                        Step 13   In the Peer CTIOS Server dialog box, configure as follows:
                                                                                                                                                                                                                        1. Check Duplex CTIOS Install.
                                                                                                                                                                                                                        2. If you are configuring Side A, set the hostname of the CCE Machine having CTIOS Server Side B. If you are configuring Side B, set the hostname of the CCE Machine having CTIOS Server A.
                                                                                                                                                                                                                        3. In the Port field, enter 42028.
                                                                                                                                                                                                                        Step 14   Click Finish.
                                                                                                                                                                                                                        Step 15   In the Cisco CTI OS Server Security dialog box, uncheck Enable Security. Click OK.
                                                                                                                                                                                                                        Step 16   In the CTI OS Security Setup Complete dialog box, click Finish.
                                                                                                                                                                                                                        Step 17   If prompted to restart the computer, click Yes. If there is a Maintenance Release, its installation begins automatically.
                                                                                                                                                                                                                        Step 18   Follow all prompts to install the Maintenance Release, if there is one.
                                                                                                                                                                                                                        Step 19   When the MR install completes, click Finish and follow the prompts to restart.

                                                                                                                                                                                                                        What to Do Next

                                                                                                                                                                                                                        1. Access Registry Editor (Start > Run > regedit).
                                                                                                                                                                                                                        2. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\Ctios\CTIOS_<instance name>\CTIOS1\Server\Agent.
                                                                                                                                                                                                                        3. Set forceLogoutOnSessionClose Dword to 1.

                                                                                                                                                                                                                        Install JTAPI


                                                                                                                                                                                                                        Note


                                                                                                                                                                                                                        This procedure is required for the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM. However, you must postpone this task until after you Configure Unified Communications Manager.

                                                                                                                                                                                                                        Complete the following procedure to install JTAPI on the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM for Side A and Side B.

                                                                                                                                                                                                                        Procedure
                                                                                                                                                                                                                          Step 1   Launch the Unified Communications Manager in a browser (https://{callmanager-hostname}) and log in.
                                                                                                                                                                                                                          Step 2   Navigate to Application > Plugins. Click Find.
                                                                                                                                                                                                                          Step 3   Download the Cisco JTAPI 64-bit Client for Windows.
                                                                                                                                                                                                                          Step 4   Install the downloaded file, accepting all of the default settings.
                                                                                                                                                                                                                          Step 5   At the prompt, enter the IP address for the Unified Communications Manager TFTP Server, and click Next.
                                                                                                                                                                                                                          Step 6   Click Finish.

                                                                                                                                                                                                                          Verify the Machine in Domain

                                                                                                                                                                                                                          For Unified CCE golden template, the Automation Tool script clones and deploys the virtual machines automatically to the destination domain. Complete the following procedure to verify if the Virtual Machine is placed in destination domain.
                                                                                                                                                                                                                          Procedure
                                                                                                                                                                                                                            Step 1   Log in to the Unified CCE machine.
                                                                                                                                                                                                                            Step 2   Navigate to Start > Administrative Tools > Server Manager to verify if the Virtual Machine is mapped to correct domain. If the machine is not in Domain, follow the below steps.
                                                                                                                                                                                                                            Step 3   Click Change System Properties on Right side panel to open System Properties.
                                                                                                                                                                                                                            Step 4   In Computer name tab, Click Change.
                                                                                                                                                                                                                            Step 5   Choose Domain radio button to change the member from Workgroup to Domain.
                                                                                                                                                                                                                            Step 6   Enter fully qualified Domain name and Click OK.
                                                                                                                                                                                                                            Step 7   In Windows security pop-up, Validate the domain credentials and click OK.
                                                                                                                                                                                                                            Step 8   On successful authentication, Click OK.
                                                                                                                                                                                                                            Step 9   Reboot the server and login with domain credentials.

                                                                                                                                                                                                                            Configure CTI Server

                                                                                                                                                                                                                            Complete the following procedure to configure the CTI server for Side A and Side B.
                                                                                                                                                                                                                            Procedure
                                                                                                                                                                                                                              Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
                                                                                                                                                                                                                              Step 2   In the Instance Components pane of the Components Setup dialog box click Add.
                                                                                                                                                                                                                              Step 3   In the Component Selection dialog box, click CTI Server.
                                                                                                                                                                                                                              1. Check Production mode.
                                                                                                                                                                                                                              2. Check Auto start at system startup.
                                                                                                                                                                                                                              3. Check Duplexed CTI Server.
                                                                                                                                                                                                                              4. Choose CG1 for Agent PG1 and choose CG2 for Agent PG2.
                                                                                                                                                                                                                              5. Enter 1 for Agent PG1 and 2 for Agent PG 2.
                                                                                                                                                                                                                              6. Click the appropriate side (Side A or Side B).
                                                                                                                                                                                                                              7. Click Next.
                                                                                                                                                                                                                              Step 4   In the Server Component Properties dialog box, configure as follows:
                                                                                                                                                                                                                              1. For Side A, enter 42027 in the Client Connection Port Number field.
                                                                                                                                                                                                                              2. For Side B, enter 43027 in the Client Connection Port Number field.
                                                                                                                                                                                                                              Step 5   Click Next.
                                                                                                                                                                                                                              Step 6   In the Network Interface Properties dialog box, enter the private interfaces.
                                                                                                                                                                                                                              Step 7   Enter the public (visible) interfaces and the CG visible interfaces, and click Next.
                                                                                                                                                                                                                              Step 8   Under the Check Setup Information page, verify all the settings, and click Next.
                                                                                                                                                                                                                              Step 9   In the Setup Completed dialog box, click Finish.
                                                                                                                                                                                                                              Step 10   Click Exit Setup.

                                                                                                                                                                                                                              Configure Unified CCE Agent PG 2

                                                                                                                                                                                                                              Create Outbound PIM for 4000 Agent Deployment

                                                                                                                                                                                                                              Complete the following procedure to configure the outbound PIM.

                                                                                                                                                                                                                              Procedure
                                                                                                                                                                                                                                Step 1   Choose Start > All programs > Cisco Unified CCE Tools >Peripheral Gateway Setup.
                                                                                                                                                                                                                                Step 2   Click Add in the Instance Components pane, and from the Component Selection dialog box and choose Peripheral Gateway.
                                                                                                                                                                                                                                Step 3   In the Peripheral Gateway Properties dialog box:
                                                                                                                                                                                                                                1. Check Production Mode.
                                                                                                                                                                                                                                2. Check Auto start system startup.
                                                                                                                                                                                                                                3. Check Duplexed Peripheral Gateway.
                                                                                                                                                                                                                                4. Choose PG5 in the PG node Properties ID field.
                                                                                                                                                                                                                                5. Click the appropriate Side (Side A or Side B).
                                                                                                                                                                                                                                6. Under Client Type pane, add Media Routing to the selected types.
                                                                                                                                                                                                                                7. Click Next.
                                                                                                                                                                                                                                Step 4   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of Media Routing as follows:
                                                                                                                                                                                                                                1. Check Enabled.
                                                                                                                                                                                                                                2. In the peripheral name field, enter MR1 or a name of your choice.
                                                                                                                                                                                                                                3. In the Peripheral ID field, enter 5020.
                                                                                                                                                                                                                                4. In the Application Hostname(1) field, enter the IP address of Agent PG2 on Side A.
                                                                                                                                                                                                                                5. The Application Connection port (1), retain the default value.
                                                                                                                                                                                                                                6. In the Application Hostname (2) field, enter the IP address of Agent PG2 on Side B.
                                                                                                                                                                                                                                7. The Application Connection port (2), retain the default value.
                                                                                                                                                                                                                                8. In the Heartbeat interval (sec) field, enter 5.
                                                                                                                                                                                                                                9. In the Reconnect interval (sec) field, enter 10 and click OK.
                                                                                                                                                                                                                                Step 5   Enter 5004 for PG5 in the Logical Controller ID field. Leave all other fields with default values and click Next.
                                                                                                                                                                                                                                Step 6   In the Device Management Protocol Properties dialog box, configure as follows:
                                                                                                                                                                                                                                1. Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
                                                                                                                                                                                                                                2. Choose Call Router is local in the Side A Properties panel.
                                                                                                                                                                                                                                3. Choose Call Router is local in the Side B Properties panel.
                                                                                                                                                                                                                                4. Accept the default value in the Usable Bandwidth (kbps) field.
                                                                                                                                                                                                                                5. Enter 4 in the Heartbeat Interval (100ms) field. Click Next.
                                                                                                                                                                                                                                Step 7   In the Peripheral Gateway Network Interface dialog box, enter the PG Private interface and PG Public (visible) interfaces. Click Next.
                                                                                                                                                                                                                                Step 8   Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK.

                                                                                                                                                                                                                                This step applies only to Side A.

                                                                                                                                                                                                                                Step 9   Click the QoS button in the visible interfaces section. In the PG Visible Link QoS Settings, check Enable QoS, click OK and click Next.

                                                                                                                                                                                                                                This step applies only to Side A.

                                                                                                                                                                                                                                Step 10   Click Next on the Check Setup Information dialog box.
                                                                                                                                                                                                                                Step 11   In the Setup Complete dialog box, click Finish.
                                                                                                                                                                                                                                Step 12   Click Exit Wizard.

                                                                                                                                                                                                                                Configure Unified CCE VRU PG

                                                                                                                                                                                                                                This table lists the configuration procedures you must perform for the Unified CCE VRU PG for Sides A and Side B.

                                                                                                                                                                                                                                Table 8 Configure Unified CCE VRU PG for Side A and Side B
                                                                                                                                                                                                                                Sequence Task Done?
                                                                                                                                                                                                                                1

                                                                                                                                                                                                                                Configure Network Cards

                                                                                                                                                                                                                                 
                                                                                                                                                                                                                                2

                                                                                                                                                                                                                                Verify the Machine in Domain

                                                                                                                                                                                                                                 
                                                                                                                                                                                                                                3

                                                                                                                                                                                                                                Configure Unified CCE Encryption Utility

                                                                                                                                                                                                                                 
                                                                                                                                                                                                                                4

                                                                                                                                                                                                                                Configure VRU PG

                                                                                                                                                                                                                                 
                                                                                                                                                                                                                                5

                                                                                                                                                                                                                                Verify Cisco Diagnostic Framework Portico

                                                                                                                                                                                                                                 
                                                                                                                                                                                                                                6

                                                                                                                                                                                                                                Cisco SNMP Setup

                                                                                                                                                                                                                                Configure VRU PG

                                                                                                                                                                                                                                Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on Side A and then repeat the same procedure for Side B.

                                                                                                                                                                                                                                Prepare to Add PIMs

                                                                                                                                                                                                                                Complete the following procedure to prepare to add PIMs (Peripheral Interface Manager).

                                                                                                                                                                                                                                Procedure
                                                                                                                                                                                                                                  Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
                                                                                                                                                                                                                                  Step 2   Click Add in the ICM Instances pane.
                                                                                                                                                                                                                                  Step 3   In the Add Instance window, select Facility and Instance from the drop-down list.
                                                                                                                                                                                                                                  Step 4   Enter 0 in the Instance Number field. Click Save.
                                                                                                                                                                                                                                  Step 5   Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
                                                                                                                                                                                                                                  Step 6   In the Peripheral Gateway Properties dialog box:
                                                                                                                                                                                                                                  1. Check Production mode.
                                                                                                                                                                                                                                  2. Check Auto start system startup.
                                                                                                                                                                                                                                  3. Check Duplexed Peripheral Gateway.
                                                                                                                                                                                                                                  4. Choose PG3 in the PG Node Properties field.
                                                                                                                                                                                                                                  5. Click the appropriate Side (Side A or Side B).
                                                                                                                                                                                                                                  6. Under Client Type pane, add VRU to the selected types.
                                                                                                                                                                                                                                  7. Click Next.

                                                                                                                                                                                                                                  Add VRU PIMs
                                                                                                                                                                                                                                  In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM (total Sixteen PIMs) with the Client Type of VRU as follows:
                                                                                                                                                                                                                                  Procedure
                                                                                                                                                                                                                                    Step 1   Check Enabled.
                                                                                                                                                                                                                                    Step 2   In the Peripheral Name, Peripheral ID, and VRU host name fields, enter the following values respective to the CVP servers:
                                                                                                                                                                                                                                    PIMs Peripheral Name Peripheral ID for 4000 Agent Deployment VRU Host name
                                                                                                                                                                                                                                    PIM1 CVP_PG_1A 5002 IP Address of CVP 1A
                                                                                                                                                                                                                                    PIM2 CVP_PG_1B 5003 IP Address of CVP 1B
                                                                                                                                                                                                                                    PIM3 CVP_PG_2A 5004 IP Address of CVP 2A
                                                                                                                                                                                                                                    PIM4 CVP_PG_2B 5005 IP Address of CVP 2B
                                                                                                                                                                                                                                    PIM5 CVP_PG_3A 5006 IP Address of CVP 3A
                                                                                                                                                                                                                                    PIM6 CVP_PG_3B 5007 IP Address of CVP 3B
                                                                                                                                                                                                                                    PIM7 CVP_PG_4A 5008 IP Address of CVP 4A
                                                                                                                                                                                                                                    PIM8 CVP_PG_4B 5009 IP Address of CVP 4B
                                                                                                                                                                                                                                    PIM9 CVP_PG_5A 5010 IP Address of CVP 5A
                                                                                                                                                                                                                                    PIM10 CVP_PG_5B 5011 IP Address of CVP 5B
                                                                                                                                                                                                                                    PIM11 CVP_PG_6A 5012 IP Address of CVP 6A
                                                                                                                                                                                                                                    PIM12 CVP_PG_6B 5013 IP Address of CVP 6B
                                                                                                                                                                                                                                    PIM13 CVP_PG_7A 5014 IP Address of CVP 7A
                                                                                                                                                                                                                                    PIM14 CVP_PG_7B 5015 IP Address of CVP 7B
                                                                                                                                                                                                                                    PIM15 CVP_PG_8A 5016 IP Address of CVP 8A
                                                                                                                                                                                                                                    PIM16 CVP_PG_8B 5017 IP Address of CVP 8B
                                                                                                                                                                                                                                    Step 3   In the VRU connect port field, enter 5000.
                                                                                                                                                                                                                                    Step 4   In the Reconnect interval (sec) field, enter 10.
                                                                                                                                                                                                                                    Step 5   In the Heartbeat interval (sec) field, enter 5.
                                                                                                                                                                                                                                    Step 6   In the DSCP field, choose CS(324).
                                                                                                                                                                                                                                    Step 7   Click OK.
                                                                                                                                                                                                                                    Step 8   Repeat the above steps for the remaining PIMs.

                                                                                                                                                                                                                                    After Creating PIMs
                                                                                                                                                                                                                                    Procedure
                                                                                                                                                                                                                                      Step 1   Enter the appropriate Peripheral ID in the Logical Controller ID field.
                                                                                                                                                                                                                                      Step 2   Enter 0 in the CTI Call Wrapup Data delay field.
                                                                                                                                                                                                                                      Step 3   In the VRU Reporting pane, select Service Control and check Queue Reporting. Click Next.
                                                                                                                                                                                                                                      Step 4   In the Device Management Protocol Properties dialog box, configure as follows:
                                                                                                                                                                                                                                      1. Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
                                                                                                                                                                                                                                      2. Choose Call Router is local in the Side A Properties panel.
                                                                                                                                                                                                                                      3. Choose Call Router is local in the Side B Properties panel.
                                                                                                                                                                                                                                      4. Accept the default value in the Usable Bandwidth (kbps) field.
                                                                                                                                                                                                                                      5. Enter 4 in the Heartbeat Interval (100ms) field. Click Next.
                                                                                                                                                                                                                                      Step 5   In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public (Visible) Interfaces.
                                                                                                                                                                                                                                      Step 6   Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK.

                                                                                                                                                                                                                                      This step applies only to Side A.

                                                                                                                                                                                                                                      Step 7   Click the QoS button in the Public (Visible) Interfaces section. In the PG Visible Link QoS Settings, check the check box Enable QoS, click OK and click Next.

                                                                                                                                                                                                                                      This step applies only to Side A.

                                                                                                                                                                                                                                      Step 8   In the Peripheral Gateway Network Interfaces dialog box, click Next.
                                                                                                                                                                                                                                      Step 9   In the Check Setup Information dialog box, click Next.
                                                                                                                                                                                                                                      Step 10   In the Setup Complete dialog box, click Finish.