Installing and Configuring Cisco HCS for Contact Center 9.2(1)
Golden Template Process
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Golden Template Process

Golden Template Process

Golden templates are master copies of contact center applications that can be reused or installed on multiple virtual machines. They are built on a source system, which is a single (source) core server controlled by a partner or service provider.

After the golden template are built, an automation process clones and deploys the golden templates as virtual machines (VMs) for the pair of destination core servers deployed for the customer.

Afterwards, you administer configuration tasks on the contact center VM applications on the destination system Side A and Side B.

The sequence is:

Create Virtual Machines from OVAs

Complete the following procedure to create virtual machines from the OVAs.

Procedure
    Step 1   Select the Host in the vSphere client.
    Step 2   Choose File > Deploy OVF Template.
    Step 3   Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click Next.
    Step 4   Click Next at the OVF Template Details page.
    Step 5   In the Name and Location page, enter the virtual machine name in the Name field. Click Next.
    Note   

    It cannot contain spaces or special characters. Enter a maximum of 32 characters.

    Step 6   In the Deployment Configuration page, use the drop-down to select the appropriate configuration. Then click Next.

    For more information, see Open Virtualization Format Files.

    Step 7   In the Resource Pool page, select the required resource pool. Skip this step if you do not have a resource pool allocated in the host server, and click Next.
    Step 8   In the Storage page, choose a datastore on which to deploy the new virtual machine. See Storage, Blade Placement, and IOPS ConsiderationsClick Next.
    Step 9   In the Disk Format page, select the virtual disk format as Thin Provision. Click Next.
    Step 10   In the Network Mapping page, select the appropriate network from the Destination Network drop-down list, and click Next.
    Step 11   Click Finish.

    Create Virtual Machines from Cisco HCS for Contact Center OVA

    Complete the following procedure to create virtual machines from Cisco HCS for Contact Center OVA.

    Procedure
      Step 1   Select the Host in the vSphere client.
      Step 2   Choose File > Deploy OVF Template.
      Step 3   Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click Next.
      Step 4   Click Next at the OVF Template Details page.
      Step 5   In the Name and Location page, enter the Virtual Machine name in the Name field. Click Next.
      Note   

      It cannot contain spaces or special characters. Enter a maximum of 32 characters.

      Step 6   In the Deployment Configuration page, use the drop-down to select the appropriate configuration. Then click Next.

      For more information, see Open Virtualization Format Files.

      Step 7   In the Resource Pool page, select the required resource pool. Skip this step if you do not have a resource pool allocated in the host server, and click Next.
      Step 8   In the Storage page, choose a datastore on which to deploy the new virtual machine. See Storage, Blade Placement, and IOPS Considerations. Click Next .
      Step 9   In the Disk Format page, Choose . Click Next.
      Note    For Unified CCDM and Unified WIM and EIM, keep the virtual disk format: Thick provisioned Lazy Zeroed.
      Step 10   In the Network Mapping page, select the appropriate network from the Destination Network drop-down list, and click Next.
      Note    For Unified Contact Center Enterprise machines, confirm that the Network Mapping page is correct:
      • Public to Visible Network

      • Private to Private Network

      Step 11   Click Finish.

      Install Microsoft SQL Server 2008 SP1 Standard Edition x64

      Install Microsoft SQL Server 2008 R2 x64 and store the SQL Server log and temporary files on the same physical disk as the operating system (typically the C drive). Use the secondary drive to store the Logger database (typically the D drive).

      Before You Begin

      The machine should be in domain before you install SQL.

      Procedure
        Step 1   Mount the Microsoft SQL Server 2008 ISO image to the virtual machine.
        Step 2   Run setup.exe.
        Step 3   Click Installation on the left pane and then click New installation or add features to an existing installation.

        The SQL Server 2008 R2 Setup wizard opens.

        Step 4   On the Setup Support Rules page, click OK.
        Step 5   On the Product Key page, enter the product key and click Next.
        Step 6   Accept the Licence Terms and click Next.
        Step 7   On the Setup Support Files page, click Install.
        Step 8   On the Setup Support Rules page, click Next.
        Step 9   On the Setup Role page, select SQL Server Feature Installation, and click Next.
        Step 10   On the Feature Selection page, click Select All, and click Next.
        Step 11   On the Installation Rules page, click Next.
        Step 12   On the Instance Configuration page, select Default Instance. Click Next.
        Step 13   On the Disk Space Requirements page, click Next.
        Step 14   On the Server Configuration page, under Service Accounts tab, perform the following:
        1. For Service SQL Server Agent, select Account Name as NT AUTHORITY\SYSTEM and Startup Type as Automatic.
        2. For Service SQL Server Database Engine, select Account Name as NT AUTHORITY\SYSTEM.
        3. For Service SQL Server Analysis Services, select Account Name as NT AUTHORITY\SYSTEM.
        4. For Service SQL Server Reporting Services, select Account Name as NT AUTHORITY\SYSTEM.
        Step 15   On the Server Configuration page, select Collation tab, and click Customize for Database Engine.
        Note    Skip Step 16, for Unified WIM and EIM.
        1. Select the Windows Collation designator and sort order radio button.
        2. Select Collation designator as Latin1_General from the drop-down and check the Binary check-box.
        3. Click OK. Click Next on the Server Configuration page.
        4. Click Next.
        Step 16   On the Database Engine Configuration page, under Account Provisioning tab, perform the following:
        1. For Authentication Mode, select Mixed Mode.
        2. Enter your password and confirm by reentering it.
        3. Click Add Current User.
        4. Click Next.
        Step 17   On the Analysis Services Configuration page, click Add current user, and click Next.
        Step 18   On the Reporting Services Configuration page, select the Install, but do not configure the report server radio button, and click Next .
        Step 19   Click Next on the Error Reporting page.
        Step 20   Click Next on the Installation Configuration Rules page.
        Step 21   Click Install on the Ready to Install page.
        Step 22   Click Close on the Complete page.
        Step 23   Install SQL Server 2008 R2 Service Pack 1 x64. Follow the Wizard and accept all defaults.
        Step 24   To enable Named Pipes and set the sort order, perform the following:
        1. Navigate to Microsoft SQL Server 2008 R2 > Configuration Tools > SQL Server Configuration Manager.
        2. In the left pane, expand SQL Native Client 10.0 Configuration (32bit), and select Client Protocols.
        3. In the right pane, right-click Named Pipes, and select Order.
        4. In the Client Protocols Properties window, select Named Pipes, and click Move Up or Move Down to change the order of the protocols as follows: Shared Memory, Named Pipes, TCP/IP, then click OK.
        5. In the left pane, expand SQL Server Network Configuration, and select Protocols for MSSQLSERVER.
        6. In the right pane, right-click Named Pipes, and select Enable, and click OK.
        7. In the right pane, right-click TCP/IP, and select Enable.
        Step 25   To enable autogrow, perform the following:
        1. Navigate to Microsoft SQL Server 2008R2 > SQL Server Management Studio.
        2. Click Connect. In the left pane, expand Databases > System Databases.
        3. Right-click tempdb and select Properties.
        4. In the left pane, select Files. Ensure that AutoGrowth is enabled for tempdev and templog with Unrestricted File Growth.
        5. Set initial size (MB) as 1400 for tempdev and 1024 for templog and click OK.
        Step 26   Restart the SQL Server service.

        Install Microsoft SQL Server 2008 SP1 Enterprise Edition x64

        This task is required for golden templates for the Unified WIM and EIM Database and Reporting Server.

        Install Microsoft SQL Server 2008 R2 x64 and store the SQL Server log and temporary files on the same physical disk as the operating system (typically the C drive). Use the secondary drive to store the Logger database (typically the D drive).

        Before You Begin

        The machine should be in domain before you install SQL.

        Procedure
          Step 1   Mount the Microsoft SQL Server 2008 ISO image to the virtual machine.
          Step 2   Run setup.exe.
          Step 3   Click Installation on the left pane and then click New installation or add features to an existing installation and then click Run.

          The SQL Server 2008 R2 Setup wizard opens.

          Step 4   On the Setup Support Rules page, click OK.
          Step 5   On the Setup Support Files page, click Install.
          Step 6   On the Setup Support Rules page, click Next.
          Step 7   On the Installation Type page, select New installation or add shared features, and click Next.
          Step 8   On the Product Key page, enter the product key and click Next.
          Step 9   Accept the Licence Terms and click Next.
          Step 10   On the Setup Role page, select SQL Server Feature Installation, and click Next.
          Step 11   On the Feature Selection page, click Select All, and click Next.
          Step 12   On the Installation Rules page, click Next.
          Step 13   On the Instance Configuration page, select Default Instance. Click Next.
          Step 14   On the Disk Space Requirements page, click Next.
          Step 15   On the Server Configuration page, under Service Accounts tab, perform the following:
          1. For Service SQL Server Agent, select Account Name as NT AUTHORITY\SYSTEM and Startup Type as Automatic.
          2. For Service SQL Server Database Engine, select Account Name as NT AUTHORITY\SYSTEM.
          3. For Service SQL Server Analysis Services, select Account Name as NT AUTHORITY\SYSTEM.
          4. For Service SQL Server Reporting Services, select Account Name as NT AUTHORITY\SYSTEM.
          Step 16   On the Database Engine Configuration page, under Account Provisioning tab, perform the following:
          1. For Authentication Mode, select Mixed Mode.
          2. Enter your password and confirm by reentering it.
          3. Click Add Current User.
          4. Click Next.
          Step 17   On the Analysis Services Configuration page, click Add current user, and click Next.
          Step 18   On the Reporting Services Configuration page, select the Install, but do not configure the report server radio button, and click Next .
          Step 19   Click Next on the Error Reporting page.
          Step 20   Click Next on the Installation Configuration Rules page.
          Step 21   Click Install on the Ready to Install page.
          Step 22   Click Close at the Complete page.
          Step 23   Install SQL Server 2008 R2 Service Pack 1 x64. Follow the Wizard and accept all defaults.
          Step 24   To enable Named Pipes and set the sort order, perform the following:
          1. Navigate to Microsoft SQL Server 2008 R2 > Configuration Tools > SQL Server Configuration Manager.
          2. In the left pane, expand SQL Native Client 10.0 Configuration (32bit), and select Client Protocols.
          3. In the right pane, right-click Named Pipes, and select Order.
          4. In the Client Protocols Properties window, select Named Pipes, and click Move Up or Move Down to change the order of the protocols as follows: Shared Memory, Named Pipes, TCP/IP, then click OK.
          5. In the left pane, expand SQL Server Network Configuration, and select Protocols for MSSQLSERVER.
          6. In the right pane, right-click Named Pipes, and select Enable, and click OK.
          7. In the right pane, right-click TCP/IP, and select Enable.
          Step 25   To enable autogrow, perform the following:
          1. Navigate to Microsoft SQL Server 2008R2 > SQL Server Management Studio.
          2. Click Connect. In the left pane, expand Databases > System Databases.
          3. Right-click tempdb and select Properties.
          4. In the left pane, select Files. Ensure that AutoGrowth is enabled for tempdev and templog with Unrestricted File Growth.
          5. Click OK.
          Step 26   Restart the SQL Server service.

          Convert the Virtual Machine to a Golden Template

          Perform this procedure for the golden-template install option.

          Note


          VMware uses the term Template. HCS for Contact Center uses the term Golden Template for templates consisting of application and operating systems that are used for HCS for Contact Center.


          Before You Begin

          Ensure that the template virtual machine is in the WORKGROUP.

          Procedure
            Step 1   If the VM is not already powered off, from the VM menu, select Power > Shut down the guest.
            Step 2   From the VMware vCenter Inventory menu, right-click the virtual machine and choose Template > Convert to Template.

            Mount and Unmount ISO Files

            Upload ISO image to data store:

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

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

            3. Click Browse this datastore.

            4. Click the Upload icon and select Upload file.

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

            Mount the ISO image:

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

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

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

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

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

            6. Select the ISO.

            Unmount the ISO image:

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

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

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

            Enable Remote Desktop

            Procedure
              Step 1   Choose Start > Control Panel > System and Security.
              Step 2   Click the Allow remote access.
              Step 3   Select the middle option in the Remote Desktop panel Allow connections from computers running any version of Remote Desktop.

              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 the Destination Servers

                Set Up NTP and Time Configuration at the Customer Site

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

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

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

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

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

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

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

                  Install VMware Tools

                  VMware Tools is a suite of utilities that enhance the performance of the virtual machine guest operating system and improve management of the virtual machine.

                  Procedure
                    Step 1   Right-click the VM menu. Select Guest > Install / Upgrade VMware tools.
                    Step 2   Wait for the popup window (this may take time) and accept the default Automatic Tools Upgrade.
                    Step 3   Click OK.
                    Step 4   Restart if you are prompted to do so.
                    Note   

                    VMWare Tools should be installed in all VMs


                    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.

                              Install Antivirus Software

                              Perform this procedure for both golden-template and for direct-install options.

                              This procedure is required for the applications that use the Windows 2008 Operating System.

                              Install one of the following anti-virus software products for Unified CCE Call Server, the Unified CCE Data Server, the Unified CVP server, the Unified CVP OAMP server, and the Unified Reporting server.

                              • McAfee® VirusScan® Enterprise 8.7i / 8.8i
                              • Symantec® Endpoint Protection 11.0 / 12.1
                              • Trend Micro Server Protect Version 5.7 / 5.8
                              Install one of the following anti-virus software products for Unified WIM and EIM.
                              • McAfee® VirusScan® Enterprise version 8.7

                              • Symantec® AntiVirus® Corporate Edition 10.1

                              Important:

                              Update anti-virus software manually. Do not enable automatic updates.


                              Tip


                              To allow required access to installation program files or folders, perform file-blocking exclusions in the anti-virus product file-and-folder protection rules. To do this in McAfee VirusScan:
                              • Launch the VirusScan console.

                              • Right-click Access Protection and select Properties.

                              • In the Anti-virus Standard Protection category, make sure that the rule Prevent IRC communication is unchecked in the Block column.


                              Important:

                              HCS for Contact Center supports Symantec Endpoint Protection 12.1.

                              Be aware that in the firewall component of Symantec Endpoint Protection 12.1, the Network Threat Protection feature, must be disabled. If the feature remains enabled, which is the default, both sides of a duplexed router come up in simplex mode, thus blocking communication between each side of a router. This blocking impacts all deployment types.

                              If you retain the default (enabled) and start services on side A and B of the router, a Symantec message pops up in the system tray indicating: The client will block traffic from IP address [side A router address] for the next 600 seconds(s). The same message is also written to the security log in client management. The Symantec Network Threat Protection traffic log indicates that a default firewall rule called “Block_all” was dynamically enabled. The result, according to the router logs, is that both sides of the router come up in simplex mode.

                              To resolve the issue, you must disable the Symantec firewall and restart both sides of the router. To do this, double click the Symantec icon in the system tray and select Change Settings. Then configure settings for Network Threat Protection and uncheck the Enable Firewall check box at the top of the Firewall tab.

                              Install Microsoft Windows Server

                              Before You Begin

                              Ensure that VMware Tools software is installed. The VMNet3 driver cannot be installed without VMware Tools.

                              Procedure
                                Step 1   Mount the Microsoft Windows Server ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
                                Step 2   Power on the VM.
                                Step 3   Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.
                                Step 4   Click Install Now.
                                Step 5   Select Full install. Then click Next.
                                Step 6   Accept the License agreement. Click Next.
                                Step 7   Select Custom (Advanced). The installation begins.
                                Step 8   After installation, click OK at the prompt to enter and confirm the user password.
                                Step 9   At the Customize This Server section of the initial configuration tasks, select Enable Remote Desktop.
                                1. Choose Start > Control Panel > System and Security.
                                2. Click the Allow remote access.
                                3. Select the middle option: Allow connections from computers running any version of Remote Desktop.
                                Step 10   Open the Network and Sharing Center and select Local Area Connections.
                                Step 11   In the Network Settings dialog box, configure the network settings and the Domain Name System (DNS) data:
                                1. Select Properties. Then deselect Internet Protocol Version 6 (TCP/IP6) .
                                2. Select Properties again. Then select Use the following IP Address.
                                3. Enter the IP address, Subnet mask, and Default gateway.
                                Step 12   Run the Service Pack.
                                Step 13   Run MS Windows Update.

                                After the update is complete, click Do not enable automatic updates.


                                What to Do Next

                                If Microsoft Windows Server installs Internet Explorer 8, you must upgrade to Internet Explorer 9.