Installing and Configuring Cisco HCS for Contact Center 9.2(1)
Install and Configure Optional Cisco Components
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Install and Configure Optional Cisco Components

Contents

Install and Configure Optional Cisco Components

SPAN-Based Monitoring

Complete the following procedure to install the CTI OS Silent Monitor Server:

Procedure
    Step 1   Mount the Cisco SPAN-Based Monitoring ISO image and run the installer file.
    Step 2   For Destination Folder, you can either retain the default destination folder or click Browse and specify another directory.
    Step 3   Click Next.
    Step 4   Specify the following information in the Cisco CTIOS Silent Monitor - Install Shield Wizard:
    1. Port - Enter the number of the port on which the Silent Monitor Service listens for incoming connections.
    2. Silent Monitor Server - Select this to allow the Silent Monitor Service to monitor multiple Mobile Agents simultaneously.
      Note   

      Install the Silent Monitor Server on its own server. You cannot install it on a virtual machine as there should be a physical connectivity between the Silent Monitor Server to the SPAN switch.

    3. Enable Quality of service - Select this to enable Quality of Service (QoS).
    Step 5   Enter peer(s) information - Select this if this Silent Monitor Service is part of a cluster of Silent Monitor Services.
    Step 6   Hostname /IP address - Enter the hostname or IP address of the other Silent Monitor Services in the cluster. You must configure all services in a cluster to listen on the same port. For example, if the port is set to 42228 for the service you are currently configuring, you must set it to 42228 for all other services in the cluster.
    Note   

    You must install a Windows Server 2008 R2 compatible maintenance release (MR) for this software to function on Windows Server 2008 R2.


    Additional Configuration for Mobile Agent Environments

    This section describes the additional configuration required for Mobile Agent deployment:

    1. For Mobile Agents, the voice path crosses the Public Switched Telephone Network (PSTN) and two gateways. One gateway control calls from customer phones. The other gateway controls calls from agents, known as agent gateway. In a Mobile Agent deployment, the Silent Monitor service uses a SPAN port to receive the voice traffic that passes through the agent gateway. This requires the computer running the Silent Monitor service to have two NIC cards; one to handle communications with clients and another to receive all traffic spanned from the switch. For example, if the agent gateway is connected to port 1 and the NIC (on the Silent Monitor Server that receives SPAN traffic) is connected on port 10, use the following commands to configure the SPAN session: monitor session 1 source interface fastEthernet0/1 monitor session 1 destination interface fastEthernet0/10
    2. To deploy Silent Monitoring for the Mobile Agent, there must be two gateways; one gateway for agent traffic and another for caller traffic. If you use one gateway for both agent and caller traffic, the voice traffic does not leave or cross the agent gateway and therefore cannot be silently monitored. For example, agent-to-agent and consultation calls between Mobile Agents share the same gateway and cannot be silently monitored. Most Mobile Agent deployments only allow silent monitoring for calls between agents and customers.
    3. Install Silent Monitor service on the supervisors desktop, but you need not configure Silent Monitor service for the Mobile Agents. You must configure the agent to use one or more Silent Monitor Servers in the CTI OS Server setup program.
    4. Agents who are both mobile and regular agents require at least two profiles. The profiles for regular agents do not contain any Silent Monitor service information. The profiles for Mobile Agents, contains information used to connect to a Silent Monitor Server.

    Silent Monitor Service Clusters

    If more than one agent gateway is present in the call center and an agent can use either gateway to log in, cluster the Silent Monitor services to support Silent Monitor as follows.

    1. Deploy a separate silent monitor server for each gateway.
    2. Configure a SPAN port for each silent monitor server as described in the previous section.
    3. Run the Silent Monitor server installer to install and configure two Silent Monitor servers as peers.
    4. Configure the following to set up a connection profile to instruct the agent desktops to connect to one of the peers:
      1. Check the Enter peers information check box.
      2. Enter the IP address of the other silent monitor service in the Hostname/IP address.

    Unified CCE AW-HDS-DDS

    To install Unified CCE AW-HDS-DDS, see Create Golden Template for Unified CCE AW-HDS-DDS and to configure see Configure Unified CCE AW-HDS-DDS.

    Unified WIM and EIM

    Install and Configure Unified WIM and EIM for 120 Multimedia Agent Deployment

    Install Unified WIM and EIM for 120 Multimedia Agent Deployment

    Install Unified WIM and EIM File Server for 120 Multimedia Agent Deployment

    Follow this sequence of tasks to install Unified WIM and EIM File Server.

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

    Sequence

    Done?

    Tasks

    Notes

    1

     

    Download the EIMWIM_Template_5_v9.0.ova..

    See Open Virtualization Format Files.

    2

     

    Create the virtual machine for the Unified WIM and EIM File Server.

    Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

    3

     

    Install Microsoft Windows Server 2008 R2 Service Pack 1.

    Follow the procedure Install Microsoft Windows Server.

    4

      Install VMware Tools. Follow the procedure Install VMware Tools.

    5

     

    Install antivirus software.

    Follow the procedure Install Antivirus Software.

    6

     

    Install the Unified WIM and EIM File Server.

    Follow the procedure Install Unified WIM and EIM File Server.

    After you install, you can configure the Unified WIM and EIM file server on the destination system.

    Install Unified WIM and EIM File Server

    To install a file server component on the Cisco Interaction Manager, perform the following steps :

    Procedure
      Step 1   Add the virtual machine into the destination domain.
      Step 2   Mount the Cisco WIM and EIM ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
      Step 3   Run the installer file of Cisco Unified Interaction Manager

      The Unified E-Mail Interaction Manager & Unified Web Interaction Manager console appears.

      Step 4   Click Next.
      Step 5   Click the option I accept the terms of the License Agreement and click Next.
      Step 6   Check the File Server check box and click Next.
      Step 7   Browse to a folder to install the file server component and click Next.
      Note   

      Before you perform this step, make sure you have already created a appropriate folder in the C drive for the file server installation.

      Step 8   Enter a domain username and a password. Re-enter the password to verify and click Next.
      Step 9   Click Install.

      The installation begins and it takes a few moments for the installation.

      Step 10   Click Finish.
      Step 11  

      Install Unified WIM and EIM Database Server for 120 Multimedia Agent Deployment
      Follow this sequence of tasks to install Unified WIM and EIM Database Server.

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

      Sequence

      Done?

      Tasks

      Notes

      1

       

      Download the EIMWIM_Template_5_v9.0.ova..

      See Open Virtualization Format Files.

      2

       

      Create the virtual machine for the Unified WIM and EIM Database Server.

      Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

      3

       

      Install Microsoft Windows Server 2008 R2 Service Pack 1.

      Follow the procedure Install Microsoft Windows Server.

      4

       

      Install VMware Tools.

      Follow the procedure Install VMware Tools.

      5

       

      Install antivirus software.

      Follow the procedure Install Antivirus Software.

      6

       

      Install the Microsoft SQL Server 2008 SP1 Standard Edition x64.

      Follow the procedure Install Microsoft SQL Server 2008 SP1 Standard Edition x64.

      7

       

      Install the Unified WIM and EIM Database Server.

      Follow the procedure Install Unified WIM and EIM Database Server.

      After you install, you can configure the Unified WIM and EIM database server on the destination system.

      Install Unified WIM and EIM Database Server

      To install the database and reporting server component on the Cisco Interaction Manager, perform the following steps :

      Before You Begin
      Perform the following steps to enable the Local Distributed Transaction Coordinator (DTC) on database server machine :
      1. Choose Start > Administrative Tools > Component Services.
      2. In the console tree, browse Component Services > Computers > My Computer > Distributed Transaction Coordinator > Local DTC
      3. Right-click Local DTC and from the menu select Properties.
      4. In the Local DTC Properties window, go to the Security tab and set the following:
        1. In the Security Settings section, select the following two options:
          • Network DTC Access
          • Enable XA Transactions
        2. In the Network DTC Access section, select the following four options:
          • Allow Remote Clients
          • Allow Remote Administration
          • Transaction Manager Communication - Allow Inbound
          • Transaction Manager Communication - Allow Outbound
        3. In the DTC Logon Account section, set the value in the Account field to NT Authority\NetworkService.
      5. In the DTC Console Message box, click Yes.
      6. Restart the machine.
      7. Choose Start > All Programs > Administrative Tools > Services.
      8. In the Services window, locate the following two services and stop them.
        • Distributed Transaction Coordinator
        • SQL Server (MSSQLSERVER) for Microsoft SQL 2008.
      9. Start the services in the following order:
        • Distributed Transaction Coordinator
        • SQL Server (MSSQLSERVER) for Microsoft SQL 2008.
      10. Choose Start > All Programs > Control Panel.
      11. Open Windows Firewall, and in the Windows Firewall window, click the Allow a program or feature through Windows Firewall link.
      12. In the Allowed Programs window, click the Change Settings link and select the Distributed Transaction Coordinator option and click OK.
      Procedure
        Step 1   Add the virtual machine into the destination domain.
        Step 2   Mount the Cisco WIM and EIM ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
        Step 3   Run the installer file of Cisco Unified Interaction Manager.

        The Unified E-Mail Interaction Manager & Unified Web Interaction Manager console appears.

        Step 4   Click Next.
        Step 5   Select I accept the terms of the License Agreement and click Next.
        Step 6   Check Database and click Next.
        Step 7   Enter the name of the file server and click Next.
        Step 8   Enter the context root name and click Next.

        The default value is system

        Step 9   Configure the following to create a system administrator user account and then click Next:
        1. Enter a username for the system administrator. The default value is sa.
        2. Enter a password for the system administrator.
        3. Re-enter the password for the system administrator.
          Note   

          The password should have at least eight characters and should be a mix of numbers and letters. For example, password@123.

        Step 10   Configure the following to create a first partition administrator user account and the partition, and then click Next.
        1. Enter a username for the partition administrator.

          The default value is pa.

        2. Enter a password for the partition administrator.
        3. Re-enter the password for the partition administrator.
        4. Enter the partition name and provide a description.
        Step 11   Select a language for the knowledge base and click Next.

        The default value is English (US).

        Step 12   Configure the following default notification parameters and then click Next:
        1. Enter the IP address of the default SMTP (Exchange) server.

          This name is used to send email notifications.

        2. Enter a sender address for notifications.

          All the notifications are sent using this address.

        3. Enter a receiver address for notifications.

          All the notifications are received at this address.

        Step 13   Select the default SQL Server Authentication from the drop-down list and then click Next.
        Step 14   Configure the following Master Database Parameters and then click Next:
        1. Enter the Name of the local server on which you want to Install the master database. Make sure you enter a DNS hostname and not an IP address.
        2. Enter the name for the Master Database.
        3. Enter the MSSQL server instance name.
        4. Enter the port number of the MSSQL server.
        5. Enter a path to the folder on the database server.
        6. Enter the initial size of the datafile.
        7. Enter the maximum size of the datafile.
        8. Enter the increment size of the datafile.
        9. Enter the initial size of the log file.
        10. Enter the maximum size of the log file.
        11. Enter the username of the database administrator.
        12. Enter the password of the database administrator.
        13. Enter the username of the Cisco database
        14. Enter a password for the Cisco database
        15. Re-enter and confirm the password.
        Step 15   Enter the password of Cisco database, re-enter and verify the password and then click Next to configure the following Archive Database parameters, few fields are auto populated based on the Master Database parameters settings:
        Note   

        This step is applicable only for 120 and 240 Multimedia Agent deployment models.

        1. Enter the name of the MSSQL server.
        2. Enter the name of the database.
        3. Enter the name of the server instance.
        4. Enter the port number of the MSSQL server.
        5. Enter a path to the folder on the database server.
        6. Enter the initial size of the datafile.
        7. Enter the maximum size of the datafile.
        8. Enter the increment size of the datafile.
        9. Enter the initial size of the log file.
        10. Enter the maximum size of the log file.
        11. Enter the username of the database administrator.
        12. Enter the password of the database administrator.
        13. Enter the username of the Cisco database
        14. Enter a password for the Cisco database
        15. Re-enter and confirm the password.
        Step 16   Enter the following Active Database filegroup parameters and click Next.
        Note   

        This step is applicable only for 1250 Multimedia Agent deployment model that uses Microsoft SQL Server Enterprise Edition.

        1. Enter the Filegroup Datafile 1 Name.
        2. Enter the Filegroup Datafile 1 Path.
        3. Enter the Filegroup Datafile 2 Name.
        4. Enter the Filegroup Datafile 2 Path.
        5. Enter the Filegroup Datafile 3 Name.
        6. Enter the Filegroup Datafile 3 Path.
        7. Enter the Filegroup Datafile 4 Name.
        8. Enter the Filegroup Datafile 4 Path.
        Step 17   Configure the following Reports Database parameters and then click Next.
        Note   

        This step is applicable only for 1250 Multimedia Agent deployment model that uses Microsoft SQL Server Enterprise Edition.

        1. Enter the name for the Reporting server.
        2. Enter the name of the database.
        3. Enter the name of the server instance.
        4. Enter the port number of the MSSQL server.
        5. Enter a path to the folder on the reporting server.
        6. Enter the initial size of the datafile.
        7. Enter the maximum size of the datafile.
        8. Enter the increment size of the datafile.
        9. Enter the initial size of the log file.
        10. Enter the maximum size of the log file.
        11. Enter the username of the database administrator.
        12. Enter the password of the database administrator.
        13. Enter the username of the Cisco database.
        14. Enter a password for the Cisco database.
        15. Re-enter and confirm the password.
        Step 18   Verify that the specifications are listed in the table and click Next.
        Note   

        This step is applicable only for 1250 Multimedia Agent deployment model that uses Microsoft SQL Server Enterprise Edition.

        Step 19   Enter the following Reports Database filegroup parameters and click Next.
        Note   

        This step is applicable only for 1250 Multimedia Agent deployment model that uses Microsoft SQL Server Enterprise Edition.

        1. Enter the Filegroup Datafile 1 Name.
        2. Enter the Filegroup Datafile 1 Path.
        3. Enter the Filegroup Datafile 2 Name.
        4. Enter the Filegroup Datafile 2 Path.
        5. Enter the Filegroup Datafile 3 Name.
        6. Enter the Filegroup Datafile 3 Path.
        7. Enter the Filegroup Datafile 4 Name.
        8. Enter the Filegroup Datafile 4 Path.
        Step 20   Click Install.

        The installation begins and it takes a few moments for the installation to finish.

        Step 21   Click Finish.

        Install Unified WIM and EIM Application Server for 120 Multimedia Agent Deployment

        Follow this sequence of tasks to install the Unified WIM and EIM Application Server.

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

        Sequence

        Done?

        Tasks

        Notes

        1

         

        Download the EIMWIM_Template_5_v9.0.ova..

        See Open Virtualization Format Files.

        2

         

        Create the virtual machine for the Unified WIM and EIM Application Server.

        Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

        3

         

        Install Microsoft Windows Server 2008 R2 Service Pack 1.

        Follow the procedure Install Microsoft Windows Server.

        4

         

        Install VMware Tools.

        Follow the procedure Install VMware Tools.

        5

         

        Install antivirus software.

        Follow the procedure Install Antivirus Software.

        6

         

        Install the Unified WIM and EIM Application Server.

        Follow the procedure Install Unified WIM and EIM Application Server.

        After you install, you can configure the Unified WIM and EIM application server on the destination system.

        Install Unified WIM and EIM Application Server

        Note


        • For 240 multimedia agent deployment, install 2 Application Server
        • For 1250 multimedia agent deployment, install 5 Application Server

        To install the Application Server component on the Cisco Interaction Manager, perform the following steps:

        Before You Begin
        • Install JDK 1.7 Update 2 or higher (64-bit) — Installation program for JDK 1.7 Update 7 is included in the Environment\Server Side Java Folder of the installation package.
        • Copy and extract the Jboss file jboss.as.7.1.2Final from the Environment > JBoss folder on the application CD to C drive.
        • Take a back-up of the JBoss_Home\standalone directory. You can use this backup in case you have any deployment issues with JBoss.
        Procedure
          Step 1   Add the virtual machine into the destination domain.
          Step 2   Mount the Cisco WIM and EIM ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
          Step 3   Run the installer file of Cisco Unified Interaction Manager.

          The Unified E-Mail Interaction Manager & Unified Web Interaction Manager console appears.

          Step 4   Click Next.
          Step 5   Click the option I accept the terms of the License Agreement and click Next.
          Step 6   Check the Application Server check-box and the click Next.
          Step 7   Enter the name of the file server.
          Step 8   Browse to a folder to install the application server component and click Next.
          Note   

          Before you perform this step, make sure you already created a folder in the C drive for the application server installation.

          Step 9   Browse to the path for the JDK home directory and click Next.
          Step 10   Browse to the path for JBoss home directory and click Next.
          Step 11   Enter the JBoss Messaging Port number.

          The default value is 5445.

          Step 12   Enter the JBoss Remote Port number.

          The default value is 4447.

          Step 13   Enter the JBoss HTTP Port number.

          The default value is 9001.

          Step 14   Enter the JBoss HTTP SSL Port number.

          The default value is 9002.

          Step 15   Click Next.
          Step 16   Enter a domain username and a password. Re-enter the password to verify and click Next.
          Step 17   Select Yes from Deploy FAR Automaticallydrop-down list.
          Step 18   Select Yes from Install the application as Windows Service drop-down list and click Next.
          Step 19   Verify the specifications that are listed in the table and then click Install.

          The installation begins and it takes a few moments for the installation to finish.

          Step 20   Click Finish.

          Install Unified WIM and EIM Messaging Server for 120 Multimedia Agent Deployment

          Follow this sequence of tasks to install Unified WIM and EIM Messaging Server.

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

          Sequence

          Done?

          Tasks

          Notes

          1

           

          Download the EIMWIM_Template_5_v9.0.ova..

          See Open Virtualization Format Files.

          2

           

          Create the virtual machine for the Unified WIM and EIM Messaging Server.

          Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

          3

           

          Install Microsoft Windows Server 2008 R2 Service Pack 1.

          Follow the procedure Install Microsoft Windows Server.

          4

           

          Install VMware Tools.

          Follow the procedure Install VMware Tools.

          5

           

          Install antivirus software.

          Follow the procedure Install Antivirus Software.

          6

           

          Install the Unified WIM and EIM Messaging Server.

          Follow the procedure Install Unified WIM and EIM Messaging Server.

          After you install, you can configure the Unified WIM and EIM messaging server on the destination system.

          Install Unified WIM and EIM Messaging Server

          To install the Messaging Server component on the Cisco Interaction Manager, perform the following steps :

          Before You Begin
          • Install JDK 1.7 Update 2 or higher (64-bit) — Installation program for JDK 1.7 Update 7 is included in the Environment\Server Side Java Folder of the installation package.
          • Copy and extract the Jboss file jboss.as.7.1.2Final from the Environment > JBoss folder on the application CD to C drive.
          • Take a back-up of the JBoss_Home\standalone directory. You can use this backup in case you have any deployment issues with JBoss.
          Procedure
            Step 1   Add the virtual machine into the destination domain.
            Step 2   Mount the Cisco WIM and EIM ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
            Step 3   Run the installer file of Cisco Unified Interaction Manager.

            The Unified E-Mail Interaction Manager & Unified Web Interaction Manager console appears.

            Step 4   Click Next.
            Step 5   Click the option I accept the terms of the License Agreement and click Next.
            Step 6   Check the Messaging Server check box and click Next.
            Step 7   Enter the name of the file server and click Next.
            Step 8   Browse to a folder to install the messaging server component and click Next.
            Note   

            Before you perform this step, make sure you already created a folder in the C drive for the messaging server installation.

            Step 9   Browse to the path for the JDK home directory and click Next.
            Step 10   Browse to the path for JBoss home directory and click Next.
            Step 11   Enter JBoss Messaging Port number.

            The default value is 5445.

            Step 12   Enter JBoss Remote Port number.

            The default value is 4447.

            Step 13   Enter JBoss HTTP Port number

            The default value is 9001.

            Step 14   Enter JBoss HTTP SSL Port number.

            The default value is 9002.

            Step 15   Click Next.
            Step 16   Enter a domain username and a password. Re-enter the password to verify and click Next.
            Step 17   Select Yes in the Install the application as Windows Service drop-down list and click Next.
            Step 18   Verify the specifications that are listed in the table and click Install.

            The installation begins and it takes a few moments for the installation to finish.

            Step 19   Click Finish.

            Install Unified WIM and EIM Web Server for 120 Multimedia Agent Deployment

            Follow this sequence of tasks to install the Unified WIM and EIM Web Server.

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

            Sequence

            Done?

            Tasks

            Notes

            1

             

            Download the EIMWIM_Template_5_v9.0.ova..

            See Open Virtualization Format Files.

            2

             

            Create the virtual machine for the Unified WIM and EIM Web Server.

            Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

            3

             

            Install Microsoft Windows Server 2008 R2 Service Pack 1.

            Follow the procedure Install Microsoft Windows Server.

            4

             

            Install VMware Tools.

            Follow the procedure Install VMware Tools.

            5

             

            Install antivirus software.

            Follow the procedure Install Antivirus Software.

            6

             

            Install the Unified WIM and EIM Web Server.

            Follow the procedure Install Unified WIM and EIM Web Server.

            After you install, you can configure the Unified WIM and EIM web server on the destination system.

            Install Unified WIM and EIM Web Server

            Note


            • For 240 multimedia agent deployment , install 2 Web Servers.
            • For 1250 multimedia agent deployment , install 5 Web Servers.

            Perform the following steps to install the Web Server component on a Cisco Interaction Manager.

            Before You Begin
            Perform the following steps to install the Web Server (IIS) role:
            1. Choose Start > Administrative Tools > Server Manager.
            2. Select Roles and then click Add Roles and click Next.
            3. In the Select Server Roles page, select Web Server (IIS) and click Next.
            4. In the Web Server (IIS) page, click Next.
            5. In the Select Role Services page, check the following check boxes and click Next:
              • Common HTTP Features
                • Default Document
                • Directory Browsing
              • Application Development
                • ASP.Net
                • NET Extensibility
                • ASP
                • CGI
                • ISAPI Extensions
                • ISAPI Filters
                • Server Side Includes
              • Performance
                • Static Content Compression
                • Dynamic Content Compression
            6. Click Install to install the Web Server (IIS), and click Close.
            Procedure
              Step 1   Add the virtual machine into the destination domain.
              Step 2   Mount the Cisco Unified WIM and EIM ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
              Step 3   Run the installer file of Cisco Unified Interaction Manager.

              The Unified E-Mail Interaction Manager & Unified Web Interaction Manager console appears.

              Step 4   Click Next.
              Step 5   Click the option I accept the terms of the License Agreement and click Next.
              Step 6   Check the Web Server check box and then click Next.
              Step 7   Enter the name of the file server and click Next.
              Step 8   Enter the name of the application server for the corresponding web server and click Next.
              Step 9   Browse to a folder to install the web server component and click Next.
              Note   

              Before you perform this step, make sure you already created a folder in the C drive for the web server installation.

              Step 10   Select the default website from the drop-down list and click Next.
              Step 11   Enter the domain username and a password. Re-enter the password to verify and click Next.
              Step 12   Verify that the specifications that are listed in the table and click Install.

              The installation begins and it takes a few moments for the installation to finish.

              Step 13   Click Finish.

              Install Unified WIM and EIM Services Server for 120 Multimedia Agent Deployment

              Follow this sequence of tasks to install the Unified WIM and EIM Services Server.

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

              Sequence

              Done?

              Tasks

              Notes

              1

               

              Download the EIMWIM_Template_5_v9.0.ova..

              See Open Virtualization Format Files.

              2

               

              Create the virtual machine for the Unified WIM and EIM Services Server.

              Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

              3

               

              Install Microsoft Windows Server 2008 R2 Service Pack 1.

              Follow the procedure Install Microsoft Windows Server.

              4

               

              Install VMware Tools.

              Follow the procedure Install VMware Tools.

              5

               

              Install antivirus software.

              Follow the procedure Install Antivirus Software.

              6

               

              Install the Unified WIM and EIM Services Server.

              Follow the procedure Install Unified WIM and EIM Services Server.

              After you install, you can configure the Unified WIM and EIM services server on the destination system.

              Install Unified WIM and EIM Services Server

              To install the Services Server component on the Cisco Interaction Manager, perform the following steps:

              Before You Begin

              Install JDK 1.7 Update 2 or higher (64-bit) — Installation program for JDK 1.7 Update 7 is included in the Environment\Server Side Java Folder of the installation package.

              Procedure
                Step 1   Add the virtual machine into the destination domain.
                Step 2   Mount the Cisco Unified WIM and EIM ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
                Step 3   Run the installer file of Cisco Unified Interaction Manager.

                The Unified E-Mail Interaction Manager & Unified Web Interaction Manager console appears.

                Step 4   Click Next.
                Step 5   Click the option I accept the terms of the License Agreement and then click Next.
                Step 6   Check the Services Server check box and then click Next.
                Step 7   Enter the name of the file server and click Next.
                Step 8   Browse to a folder to install the services server component and click Next.
                Note   

                Before you perform this step, make sure you already created a folder in the C drive for the services server installation.

                Step 9   Enter the path for the JDK home directory and click Next.
                Step 10   Retain the default RMI Registration Port value as 15099 and RMI Activation Port as 15098 and click Next.
                Step 11   Enter a domain username and a password. Re-enter the password to verify the password and click Next.
                Step 12   Verify that the specifications listed in the table and click Next.
                Step 13   Click Install.

                The installation begins and it takes a few moments for the installation to finish.

                Step 14   Click Next.
                Step 15   Click No for Do you want to continue Cisco Interface Manager Integration Record.
                Step 16   Click Finish.

                Install Cisco Media Blender for 120 Multimedia Agent Deployment

                Follow this sequence of tasks to install Cisco Media Blender. After each task, return to this page to mark the task "done" and continue the sequence.

                Sequence

                Done?

                Task

                Notes

                1

                 

                Download the CiscoMediaBlender901.ova..

                See Open Virtualization Format Files.

                2

                 

                Create the virtual machine for the Cisco Media Blender.

                Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                3

                 

                Install Microsoft Windows Server 2003 Service Pack 2.

                Follow the procedure, Install Microsoft Windows Server 2003 SP2 .

                4

                 

                Install VMware Tools.

                Follow the procedure Install VMware Tools.

                5

                 

                Install antivirus software.

                Follow the procedure Install Antivirus Software.

                6

                 

                Install Cisco Media Blender.

                Follow the procedure Install the Cisco Media Blender.

                After you install, you can configure the Cisco Media Blender on the destination system.

                Install the Cisco Media Blender

                Note


                Install 2 Cisco Media Blender for 1250 Multimedia Agent Deployment.


                Complete the following procedures to install Cisco Media Blender.

                Before You Begin

                Ensure that you place the machine into the customer domain before proceeding with installation.

                Install Microsoft Windows Server 2003 SP2

                Complete the following procedure to install Microsoft Windows Server 2003 SP2.

                Procedure
                  Step 1   Mount the Microsoft Windows Server ISO image to the CD/DVD drive of the newly deployed virtual machine that you created in the procedures. For more information, see Mount ISO File.
                  Step 2   From the VMware vCenter Inventory menu, right-click the virtual machine and choose Power > Power On.

                  The Windows Server 2003 setup page opens.

                  Step 3   Accept the license terms.
                  Step 4   To set up Windows, click Enter.
                  Step 5   To create a partition, press C.
                  Step 6   Select Format the partition using the NTFS file system from the initial configuration tasks.
                  Step 7   Click Enter and the install begin.
                  Step 8   At the conclusion of the installation, the system reboots.
                  Step 9   After reboot, on the Regional and Language Options page, click Next.
                  Step 10   On the Personalize Your Software page, enter the following, and click Next.
                  • Name: Enter your name.
                  • Organization: Enter the organization details.
                  Step 11   Enter the Volume License Product Key information, and click Next.
                  Step 12   On the Licensing Modes page, select the Per server. No of concurrent connections (by default, the value is 5), and click Next.
                  Step 13   On the Computer Name and Administrator Password page:
                  1. Enter the Computer Name.
                  2. Enter the Administrator Password field.
                  3. Confirm your password.
                  Step 14   Click Next.
                  Step 15   On the Date and Time Settings page, select the appropriate Time Zone and Date and Time settings, and click Next.
                  Step 16   On the Networking Settings page, choose Typical settings, and click Next.
                  Step 17   On the Workgroup or Computer Domain, select NO, and click Next.
                  Note   

                  Wait for the server to restart itself before the next windows installations procedure. This can take five to seven minutes.

                  Step 18   Log in as Administrator.
                  Step 19   Assign an IP address to the server.
                  Step 20   Load the machine in the respective Domain.
                  Step 21   Install Microsoft Windows 2003 SP2.

                  Install and Verify the IIS Service
                  Install the IIS Service
                  Procedure
                    Step 1   Choose Start > Control Panel > Add or Remove Programs > Add or Remove Windows Components.
                    Step 2   Select and double-click the Application Server from the pop-up window
                    Step 3   Select Internet Information Service and click Ok.
                    Step 4   Click Next and complete the installation.
                    Note   

                    Windows 2003 ISO or CD is required, to install the IIS service.


                    Verify the IIS Service
                    Procedure
                      Step 1   Choose Start > Settings > Control Panel > Administrative Tools > Services.
                      Step 2   Select IIS Admin Service and check the status.

                      The status should not be "Started." If it does read "Started," stop the service by completing the following step.

                      Step 3   Select Stop from the Action menu.

                      Install the Cisco Media Blender Software

                      Complete the following steps to install the Cisco Media Blender software.

                      Procedure
                        Step 1   Double-click \Media Blender\Setup.exe. from the Cisco Media Blender CD.
                        Note   

                        Before you perform this step, make sure that you close all application windows except Windows Explorer.

                        The welcome screen appears.

                        Step 2   Enter the details in the user information page and click Next.
                        Step 3   Browse to a folder to install the Cisco Media Blender and click Next.
                        Step 4   On the ServletExec ISAPI Setup page, click Next.
                        Step 5   On the License Agreement page, click Yes.
                        Step 6   Select the destination folder for ServletExec and click Next.
                        Step 7   Enter the admin credentials and click Next.
                        Step 8   Retain the default value for Anonymous User Account and click Next.
                        Step 9   Retain the default value for Application Pool Identity and click Next.
                        Step 10   Click Finish.

                        Apply All Available Patches

                        Perform the following steps to apply the available patches.

                        Procedure
                          Step 1   Copy the required Cisco CMB patch files to the desktop
                          Step 2   Run the patch file.
                          Step 3   On the Installation wizard page, click Next.
                          Step 4   Accept the Software License Agreement and click Next.
                          Step 5   Click Install.
                          Step 6   Select the destination location to install Java JDK.
                          Step 7   On the Apache Tomcat Setup wizard page, click Next.
                          Step 8   Accept the Software License Agreement.
                          Step 9   Retain the default values for the Choose Component page and click Next.
                          Step 10   Select the destination location to install the Apache Tomcat application.
                          Step 11   In the Tomcat configuration page, fill in the required details and click Next.
                          Step 12   Retain the default values for the JVM path location and click Install.
                          Step 13   Click Finish.
                          Step 14   On the Install Shield Wizard completion page, select Restart and click Finish.

                          Start Tomcat Service

                          Perform the following steps to start the Tomcat service.

                          Procedure
                            Step 1   Navigate to Windows Services.
                            Step 2   Start the Apache Tomcat Service and set the Startup Type to Automatic.

                            To configure Cisco Media Blender, see Configure Cisco Media Blender Components.


                            Configure Unified WIM and EIM for 120 Multimedia Agent Deployment

                            Install and Configure Unified WIM and EIM for 240 Multimedia Agent Deployment

                            Install Unified WIM and EIM Components for 240 Multimedia Agent Deployment

                            Install Unified WIM and EIM File Server for 240 Multimedia Agent Deployment

                            Follow this sequence of tasks to install Unified WIM and EIM File Server.

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

                            Sequence

                            Done?

                            Tasks

                            Notes

                            1

                             

                            Download the EIMWIM_Template_5_v9.0.ova.

                            See Open Virtualization Format Files.

                            2

                             

                            Create the virtual machine for the Unified WIM and EIM File Server.

                            Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                            3

                             

                            Install Microsoft Windows Server 2008 R2 Service Pack 1.

                            Follow the procedure Install Microsoft Windows Server.

                            4   Install VMware Tools. Follow the procedure Install VMware Tools.

                            5

                             

                            Install antivirus software.

                            Follow the procedure Install Antivirus Software.

                            6

                             

                            Install the Unified WIM and EIM File Server.

                            Follow the procedure Install Unified WIM and EIM File Server.

                            After you install, you can configure the Unified WIM and EIM file server on the destination system.

                            Install Unified WIM and EIM Database Server for 240 Multimedia Agent Deployment
                            Follow this sequence of tasks to install Unified WIM and EIM Database Server.

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

                            Sequence

                            Done?

                            Tasks

                            Notes

                            1

                             

                            Download the EIMWIM_Template_5_v9.0.ova..

                            See Open Virtualization Format Files.

                            2

                             

                            Create the virtual machine for the Unified WIM and EIM Database Server.

                            Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                            Note   

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

                            3

                             

                            Install Microsoft Windows Server 2008 R2 Service Pack 1.

                            Follow the procedure Install Microsoft Windows Server.

                            4

                             

                            Install VMware Tools

                            Follow the procedure Install VMware Tools.

                            5

                             

                            Install antivirus software.

                            Follow the procedure Install Antivirus Software.

                            6

                             

                            Install the Microsoft SQL Server 2008 SP1 Standard Edition x64.

                            Follow the procedure Install Microsoft SQL Server 2008 SP1 Standard Edition x64.

                            7

                             

                            Install the Unified WIM and EIM Database Server.

                            Follow the procedure Install Unified WIM and EIM Database Server.

                            After you install, you can configure the Unified WIM and EIM database server on the destination system.

                            Install Unified WIM and EIM Application Server for 240 Multimedia Agent Deployment

                            Follow this sequence of tasks to install the Unified WIM and EIM Application Server.

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

                            Sequence

                            Done?

                            Task

                            Notes

                            1

                             

                            Download the EIMWIM_Template_5_v9.0.ova..

                            See Open Virtualization Format Files.

                            2

                             

                            Create the virtual machine for the Unified WIM and EIM Application Server.

                            Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                            3

                             

                            Install Microsoft Windows Server 2008 R2 Service Pack 1.

                            Follow the procedure Install Microsoft Windows Server.

                            4

                             

                            Install VMware Tools.

                            Follow the procedure Install VMware Tools.

                            5

                             

                            Install antivirus software.

                            Follow the procedure Install Antivirus Software.

                            6

                             

                            Install the Unified WIM and EIM Application Server.

                            Follow the procedure Install Unified WIM and EIM Application Server.

                            After you install, you can configure the Unified WIM and EIM application server on the destination system.

                            Install Unified WIM and EIM Messaging Server for 240 Multimedia Agent Deployment

                            Follow this sequence of tasks to install Unified WIM and EIM Messaging Server.

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

                            Sequence

                            Done?

                            Tasks

                            Notes

                            1

                             

                            Download the EIMWIM_Template_5_v9.0.ova..

                            See Open Virtualization Format Files.

                            2

                             

                            Create the virtual machine for the Unified WIM and EIM Messaging Server.

                            Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                            3

                             

                            Install Microsoft Windows Server 2008 R2 Service Pack 1.

                            Follow the procedure Install Microsoft Windows Server.

                            4

                             

                            Install VMware Tools.

                            Follow the procedure Install VMware Tools.

                            5

                             

                            Install antivirus software.

                            Follow the procedure Install Antivirus Software.

                            6

                             

                            Install the Unified WIM and EIM Messaging Server.

                            Follow the procedure Install Unified WIM and EIM Messaging Server.

                            After you install, you can configure the Unified WIM and EIM messaging server on the destination system.

                            Install Unified WIM and EIM Web Server for 240 Multimedia Agent Deployment

                            Follow this sequence of tasks to install the Unified WIM and EIM Web Server.

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

                            Sequence

                            Done?

                            Task

                            Notes

                            1

                             

                            Download the EIMWIM_Template_5_v9.0.ova..

                            See Open Virtualization Format Files.

                            2

                             

                            Create the virtual machine for the Unified WIM and EIM Web Server.

                            Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                            3

                             

                            Install Microsoft Windows Server 2008 R2 Service Pack 1.

                            Follow the procedure Install Microsoft Windows Server.

                            4

                             

                            Install VMware Tool.

                            Follow the procedure Install VMware Tools.

                            5

                             

                            Install antivirus software.

                            Follow the procedure Install Antivirus Software.

                            6

                             

                            Install the Unified WIM and EIM Web Server.

                            Follow the procedure Install Unified WIM and EIM Web Server.

                            After you install, you can configure the Unified WIM and EIM web server on the destination system.

                            Install Unified WIM and EIM Services Server for 240 Multimedia Agent Deployment

                            Follow this sequence of tasks to install the Unified WIM and EIM Services Server.

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

                            Sequence

                            Done?

                            Task

                            Notes

                            1

                             

                            Download the EIMWIM_Template_5_v9.0.ova..

                            See Open Virtualization Format Files.

                            2

                             

                            Create the virtual machine for the Unified WIM and EIM Services Server.

                            Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                            3

                             

                            Install Microsoft Windows Server 2008 R2 Service Pack 1.

                            Follow the procedure Install Microsoft Windows Server.

                            4

                             

                            Install VMware Tools.

                            Follow the procedure Install VMware Tools.

                            5

                             

                            Install antivirus software.

                            Follow the procedure Install Antivirus Software.

                            6

                             

                            Install the Unified WIM and EIM Services Server.

                            Follow the procedure Install Unified WIM and EIM Services Server.

                            After you install, you can configure the Unified WIM and EIM services server on the destination system.

                            Install Cisco Media Blender for 240 Multimedia Agent Deployment

                            Follow this sequence of tasks to install Cisco Media Blender. After each task, return to this page to mark the task "done" and continue the sequence.

                            Sequence

                            Done?

                            Task

                            Notes

                            1

                             

                            Download the CiscoMediaBlender901.ova..

                            See Open Virtualization Format Files.

                            2

                             

                            Create the virtual machine for the Cisco Media Blender.

                            Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                            3

                             

                            Install Microsoft Windows Server 2003 Service Pack 2.

                            Follow the procedure, Install Microsoft Windows Server 2003 SP2 .

                            4

                             

                            Install VMware Tools.

                            Follow the procedure Install VMware Tools.

                            5

                             

                            Install antivirus software.

                            Follow the procedure Install Antivirus Software.

                            6

                             

                            Install Cisco Media Blender.

                            Follow the procedure Install the Cisco Media Blender.

                            After you install, configure the Cisco Media Blender on the destination system.

                            Configure Unified WIM and EIM for 240 Multimedia Agent Deployment

                            Install and Configure Unified WIM and EIM for 1250 Multimedia Agent Deployment

                            Install Unified WIM and EIM Components for 1250 Multimedia Agent Deployment

                            Install Unified WIM and EIM File Server for 1250 Multimedia Agent Deployment

                            Follow this sequence of tasks to install Unified WIM and EIM File Server.

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

                            Sequence

                            Done?

                            Task

                            Notes

                            1

                             

                            Download the EIMWIM_Template_9_v9.0.ova..

                            See Open Virtualization Format Files.

                            2

                             

                            Create the virtual machine for the Unified WIM and EIM File Server.

                            Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                            3

                             

                            Install Microsoft Windows Server 2008 R2 Service Pack 1.

                            Follow the procedure Install Microsoft Windows Server.

                            4

                             

                            Install VMware Tools.

                            Follow the procedure Install VMware Tools.

                            5

                             

                            Install antivirus software.

                            Follow the procedure Install Antivirus Software.

                            6

                             

                            Install the Unified WIM and EIM File Server.

                            Follow the procedure Install Unified WIM and EIM File Server.

                            After you install, you can configure the Unified WIM and EIM file server on the destination system.

                            Install Unified WIM and EIM Database Server for 1250 Multimedia Agent Deployment
                            Follow this sequence of tasks to install Unified WIM and EIM Database Server.

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

                            Sequence

                            Done?

                            Task

                            Notes

                            1

                             

                            Download the EIMWIM_Template_9_v9.0.ova..

                            See Open Virtualization Format Files.

                            2

                             

                            Create the virtual machine for the Unified WIM and EIM Database Server.

                            Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                            3

                             

                            Install Microsoft Windows Server 2008 R2 Service Pack 1.

                            Follow the procedure Install Microsoft Windows Server.

                            4

                             

                            Install VMware Tools.

                            Follow the procedure Install VMware Tools.

                            5

                             

                            Install antivirus software.

                            Follow the procedure Install Antivirus Software.

                            6

                             

                            Install the Microsoft SQL Server 2008 SP1 Enterprise Edition x64.

                            Follow the procedure .

                            7

                             

                            Install the Unified WIM and EIM Database Server.

                            Follow the procedure Install Unified WIM and EIM Database Server.

                            After you install, you can configure the Unified WIM and EIM database server on the destination system.

                            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.

                              Install Unified WIM and EIM Reporting Server for 1250 Multimedia Agent Deployment

                              Follow this sequence of tasks to install Unified WIM and EIM Reporting Server.

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

                              Sequence

                              Done?

                              Task

                              Notes

                              1

                               

                              Download the EIMWIM_Template_9_v9.0.ova..

                              See Open Virtualization Format Files.

                              2

                               

                              Create the virtual machine for the Unified WIM and EIM Reporting Server.

                              Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                              3

                               

                              Install Microsoft Windows Server 2008 R2 Service Pack 1.

                              Follow the procedure Install Microsoft Windows Server.

                              4

                               

                              Install VMware Tools.

                              Follow the procedure Install VMware Tools.

                              5

                               

                              Install antivirus software.

                              Follow the procedure Install Antivirus Software.

                              6

                               

                              Install the Microsoft SQL Server 2008 SP1 Enterprise Edition x64.

                              Follow the procedure Install Microsoft SQL Server 2008 SP1 Enterprise Edition x64.


                              Note


                              The reporting server database will be created automatically after you install the Unified WIM and EIM database server.


                              Install Unified WIM and EIM Application Server for 1250 Multimedia Agent Deployment
                              Follow this sequence of tasks to install Unified WIM and EIM Application Server.

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

                              Sequence

                              Done?

                              Task

                              Notes

                              1

                               

                              Download the EIMWIM_Template_9_v9.0.ova..

                              See Open Virtualization Format Files.

                              2

                               

                              Create the virtual machine for the Unified WIM and EIM Application Server.

                              Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                              3

                               

                              Install Microsoft Windows Server 2008 R2 Service Pack 1.

                              Follow the procedure Install Microsoft Windows Server.

                              4

                               

                              Install VMware Tools.

                              Follow the procedure Install VMware Tools.

                              5

                               

                              Install antivirus software.

                              Follow the procedure Install Antivirus Software.

                              6

                               

                              Install the Unified WIM and EIM Application Server.

                              Follow the procedure Install Unified WIM and EIM Application Server.

                              After you install, you can configure the Unified WIM and EIM application server on the destination system.

                              Install Unified WIM and EIM Messaging Server for 1250 Multimedia Agent Deployment

                              Follow this sequence of tasks to install Unified WIM and EIM Messaging Server.

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

                              Sequence

                              Done?

                              Task

                              Notes

                              1

                               

                              Download the EIMWIM_Template_9_v9.0.ova..

                              See Open Virtualization Format Files.

                              2

                               

                              Create the virtual machine for the Unified WIM and EIM Messaging Server.

                              Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                              3

                               

                              Install Microsoft Windows Server 2008 R2 Service Pack 1.

                              Follow the procedure Install Microsoft Windows Server.

                              4

                               

                              Install VMware Tools.

                              Follow the procedure Install VMware Tools.

                              5

                               

                              Install antivirus software.

                              Follow the procedure Install Antivirus Software.

                              6

                               

                              Install the Unified WIM and EIM Messaging Server.

                              Follow the procedure Install Unified WIM and EIM Messaging Server.

                              After you install, you can configure the Unified WIM and EIM messaging server on the destination system.

                              Install Unified WIM and EIM Web Server for 1250 Multimedia Agent Deployment
                              Follow this sequence of tasks to install Unified WIM and EIM Web Server.

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

                              Sequence

                              Done?

                              Task

                              Notes

                              1

                               

                              Download the EIMWIM_Template_9_v9.0.ova..

                              See Open Virtualization Format Files.

                              2

                               

                              Create the virtual machine for the Unified WIM and EIM Web Server.

                              Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                              3

                               

                              Install Microsoft Windows Server 2008 R2 Service Pack 1.

                              Follow the procedure Install Microsoft Windows Server.

                              4

                               

                              Install VMware Tools.

                              Follow the procedure Install VMware Tools.

                              5

                               

                              Install antivirus software.

                              Follow the procedure Install Antivirus Software.

                              6

                               

                              Install the Unified WIM and EIM Web Server.

                              Follow the procedure Install Unified WIM and EIM Web Server.

                              After you install, you can configure the Unified WIM and EIM web server on the destination system.

                              Install Unified WIM and EIM Services Server for 1250 Multimedia Agent Deployment
                              Follow this sequence of tasks to install Unified WIM and EIM Services Server.

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

                              Sequence

                              Done?

                              Task

                              Notes

                              1

                               

                              Download the EIMWIM_Template_9_v9.0.ova..

                              See Open Virtualization Format Files.

                              2

                               

                              Create the virtual machine for the Unified WIM and EIM Services Server.

                              Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                              3

                               

                              Install Microsoft Windows Server 2008 R2 Service Pack 1.

                              Follow the procedure Install Microsoft Windows Server.

                              4

                               

                              Install VMware Tools.

                              Follow the procedure Install VMware Tools.

                              5

                               

                              Install antivirus software.

                              Follow the procedure Install Antivirus Software.

                              6

                               

                              Install the Unified WIM and EIM Services Server.

                              Follow the procedure Install Unified WIM and EIM Services Server.

                              After you install, you can configure the Unified WIM and EIM services server on the destination system.

                              Install Cisco Media Blender for 1250 Multimedia Agent Deployment
                              Follow this sequence of tasks to install Cisco Media Blender.

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

                              Sequence

                              Done?

                              Task

                              Notes

                              1

                               

                              Download the CiscoMediaBlender901.ova.

                              See Open Virtualization Format Files.

                              2

                               

                              Create the virtual machine for the Cisco Media Blender.

                              Follow the procedure Create Virtual Machines from Cisco HCS for Contact Center OVA.

                              3

                               

                              Install Microsoft Windows Server 2003 Service Pack 2.

                              Follow the procedure, Install Microsoft Windows Server 2003 SP2 .

                              4

                               

                              Install VMware Tools.

                              Follow the procedure Install VMware Tools.

                              5

                               

                              Install antivirus software.

                              Follow the procedure Install Antivirus Software.

                              6

                               

                              Install the Cisco Media Blender.

                              Follow the procedure Install the Cisco Media Blender.

                              After you install, you can configure the Cisco Media Blender on the destination system.

                              Configure Unified WIM and EIM for 1250 Multimedia Agent Deployment

                              Unified WIM and EIM Pre-requisites
                              Setting Cisco Service Manual

                              Perform the following to ensure that all the machines in the configuration are available and connected to the network.

                              Setting up Cisco Service for 1250 Multimedia Agent Deployment

                              Procedure
                                Step 1   Setting up the Cisco Service in Messaging Server.
                                1. Log on to the Messaging Server VM.
                                2. In the command prompt, enter the services.msc and set the Cisco Service to Manual State.
                                3. Re-enter the domain password.
                                Step 2   Setting up the Cisco Service in Services Server.
                                1. Logon to Services server VM.
                                2. In the command prompt enter the services.msc and set the Cisco Service to Manual State.
                                3. Re-enter the domain password.
                                Step 3   Setting up the Cisco Service in the Application Server.
                                1. Log on to the Application Server VM.
                                2. In the command prompt enter the services.msc and set the Cisco Service to Manual State.
                                3. Re-enter the domain password.

                                Setting up Cisco Service for 200 Multimedia Agent Deployment

                                Note    There is an open caveat that the Cisco service starts only if you re-enter the domain user password.

                                Licensing
                                The following sections describe how to prepare and install the Unified WIM and EIM license:
                                Generation of License File for Cisco Unified WIM and EIM

                                To review the terms of the Software License before accessing or using the products, you can find a copy of the Cisco Software License in the Cisco Information Packet that accompanies the products below or online at: http:/​/​www.cisco.com/​en/​US/​docs/​general/​warranty/​English/​EU1KEN_​.html which is an End User License Agreement.

                                Ensure that you have the Product Authorization Key (PAK) number that you received along with the Product before you perform this procedure.

                                Procedure
                                  Step 1   Log in to http:/​/​www.cisco.com/​go/​license .
                                  Step 2   Click Continue to Product License Registration.
                                  Step 3   Enter the Product Authorization Key (PAK) number in the Enter a Single PAK or Token field.
                                  Step 4   Click Fulfill Single to obtain the license authorization file, and click Next.
                                  Step 5   Enter the email address of the recipient.
                                  Step 6   Accept the Licence Terms.
                                  Step 7   Click Get License.

                                  You will receive the license authorization file and installation instructions through e-mail within one hour of registration.


                                  Install License

                                  Perform the following to install a license.

                                  Procedure
                                    Step 1   Login to WIM and EIM File Server machine.
                                    Step 2   Browse to the following location on the file server: cisco_home\eservice\config\license.
                                    Step 3   Copy the license files provided by Cisco.
                                    Step 4   Start the services in the order as specified in Starting Cisco Interaction Manager section.

                                    Starting Unified WIM and EIM

                                    To start Unified WIM and EIM, ensure that all the machines in the configuration are available and connected to the network and perform the following instructions:

                                    Procedure
                                      Step 1   In the Messaging server, enter services.msc in the command prompt and start the Cisco Services.
                                      Step 2   In the Services server, enter services.msc in the command prompt and start the Cisco Services.
                                      1. Ensure that javaw and java processes are running in the Services server.
                                        Note    It may take couple of minutes for the javaw processes to start.
                                      Step 3   In the Application sever, enter services.msc in the command prompt and start the Cisco Services.

                                      Cisco Unified WIM and EIM Browser Settings

                                      Perform the following settings in the Internet Options of the Internet Explorer browser:

                                      Procedure
                                        Step 1   On the General tab, configure the following settings:
                                        1. In the Browsing history section, click Delete.
                                        2. In the Delete Browsing History window, select Temporary Internet Files option and click Delete.
                                        3. In the Browsing history section, click Settings and configure the following settings:
                                          • Select Every time I start Internet Explorer as the option for checking newer versions of stored pages.
                                          • Specify at least 512 MB as the disk space to use for temporary internet files.
                                        Step 2   On the Security tab, configure the following settings:
                                        1. Select the Trusted sites zone, and restore default settings by clicking Default level. If Default level is disabled, then default settings are already in use.
                                        2. Next, select the Trusted sites zone, and click Custom level.
                                        3. In the Security Settings window, configure the following:
                                          • In the ActiveX controls and plug-ins section, enable the Initialize and Script ActiveX controls not marked as safe for scripting setting.
                                          • In the Downloads section, enable the Automatic prompting for file downloads setting.
                                            Note   

                                            This setting is not applicable for Internet Explorer 9.

                                          • In the Miscellaneous section, enable the Allow script-initiated windows without size or position constraints setting
                                        4. Select the Trusted sites zone and Sites.
                                        5. In the Trusted sites window, perform the following tasks:
                                          • Clear the Require server verification (https:) for all sites in this zone option.
                                          • In the Add this website to the zone text box, type the Internet address of the web server and click Add and click Close.
                                        Step 3   On the Privacy tab, in the Pop-up Blocker section, clear the Turn on Pop-up Blocker option.
                                        Note    If you use external pop-up blockers such as those available in the Google and Yahoo toolbars, configure them to allow pop-up windows for your Unified WIM and Unified EIM installation URL.
                                        Step 4   On the Advanced tab in the HTTP 1.1. Settings section, ensure that the Use HTTP 1.1 option is selected.
                                        Step 5   Click OK.

                                        Verify Java on the User Desktop
                                        1. Ensure that Oracle JRE 1.6 (Update 30 or higher) is installed on the user desktop if it is not installed; install it with the default options.
                                        2. If Java 1.7 is also installed on your machine, in the Java Control Panel window go to the advanced tab and in the Insecure JRE version section, select the Allow using insecure JRE versions option and click Apply.

                                        Note


                                        JRE 1.6 update 35 is included on the product CD.
                                        Procedure
                                          Step 1   Close Internet Explorer.
                                          Step 2   Choose Start > Control Panel.
                                          Step 3   Double-click Java.
                                          Step 4   In the Java Control Panel window, click the Java tab.
                                          Step 5   In the Java Applet Runtime Settings section, click View.
                                          Step 6   In the Java Runtime Settings window, verify that the latest version of Java is enabled and click OK.

                                          Logging in to the Business Partition

                                          A system partition and a business partition are created during the installation. To begin using the application, follow the steps below to log in to the business partition.


                                          Note


                                          • If you have installed 32 bit Java use 32 bit Internet Explorer and if you have installed 64 bit Java use 64 bit Internet Explorer.
                                          • Ensure that the time zone of all Unified WIM and EIM servers are same as the time zone of the Domain Controllers.

                                          Procedure
                                            Step 1   Ensure that you have followed the instructions for installation, starting the Cisco services, browser setting and for Java installation.
                                            Step 2   Enter the URL http:// Web_server.company.com / Default in the browser.

                                            Web_server.company.com is the fully qualified domain name of your web server and Default is the virtual directory created for this partition.

                                            Step 3   Enter the partition name in the Partition Administrator Account and Partition window.

                                            This creates the virtual directory.

                                            Step 4   Enter the user name and password of partition administrator in the Partition Administrator Login Parameters window.
                                            Step 5   Click Login.

                                            To Create Departments

                                            Perform the following instructions to create department.

                                            Procedure
                                              Step 1   Login to Business Partition
                                              Step 2   Choose Administration > Department.
                                              Step 3   Click New and enter a department name.
                                              Step 4   Click Save.
                                              Note    For HCS 4000 agent deployment, create two departments if the Unified WIM and EIM agents are across 2 agent PGs.

                                              Logging in to the System Partition

                                              A system partition and a business partition are created during the installation. To begin using the application, you log in to the business partition. Perform the following instructions to login to system partition.

                                              Procedure
                                                Step 1   Ensure that you have followed the instructions for installation, starting the cisco services, browser setting and for Java installation.
                                                Step 2   Enter the URL http:// Web_server.company.com / context root in the browser.

                                                Web_server.company.com is the fully qualified domain name of your web server and context root is given during Data base server installation. Default value is system.

                                                Step 3   Enter the user name and password of the system administrator in the System Administrator Login Parameters window.
                                                Step 4   Click Login.

                                                Setting up a Second Listener

                                                Perform the following instructions to create a second listener.


                                                Note


                                                This step is applicable only for HCS 4000 agent deployment model since 2 agent PGs are used.


                                                Procedure
                                                  Step 1   Login to the Unified WIM and EIM System Console.
                                                  Step 2   Browse to Shared Resource > Services > Listener > Listener.
                                                  1. In the List pane, select the Listener process.
                                                  2. In the Properties pane, set the value of the Maximum number of instances to 2.
                                                  Step 3   Browse to Partitions > Partition.
                                                  1. In the Properties pane, under services tab set the value of the Number of instances for the Listener Service to 2.

                                                  Configure and Integrate Unified CCE with Unified WIM and EIM
                                                  Configure Unified CCE for Unified WIM and EIM
                                                  Configure the Unified CCE for Unified WIM and EIM in the distributed mode in the following order:

                                                  Note


                                                  The following are pre configured as part of base configuration:
                                                  1. Configure Media Classes
                                                  2. Configure Network VRU
                                                  3. Configure Media Routing Domain
                                                  4. Configure Application Instance
                                                  5. Configure Expanded Call Context Variables

                                                  For more information about these configurations, see Load Base Configuration.


                                                  Configure Application Path

                                                  Complete the following procedure to configure the Application Path.

                                                  Procedure
                                                    Step 1   Choose Start > All Programs > ICM Admin Workstation > Configuration Manager.
                                                    Step 2   In the Configuration Manager window, choose Tools > List Tools > Application Path List.
                                                    Step 3   Double-click Application Path List.
                                                    Step 4   In the Application Path section, click Add.

                                                    A new entry is created and the Attributes tab becomes available.

                                                    Step 5   On the Attributes tab, provide the following details:
                                                    • Select the application instance configured for Unified WIM and EIM from the Application Instance drop-down list .
                                                    • Select an agent peripheral gateway configured for Unified WIM and EIM from the Peripheral Gateway drop-down list.
                                                    • The Name field is auto-populated.
                                                    Step 6   In the Application Path Members section, click Add and set the following:
                                                    • Select the agent peripheral that you configured for Unified WIM and EIM from the Peripheral drop-down list.
                                                    • Select the MRD that you configured for Unified WIM and EIM from the Media routing domain drop-down list.
                                                    Note    Add all the MRD-peripheral combinations for the Agent Peripheral Gateway to the Application Path Member list. You do not need to add the voice MRD (Cisco_Voice) to this list.
                                                    Step 7   Click Save.

                                                    Configure Skill Group

                                                    Complete the following procedure to configure the Skill Group.

                                                    Procedure
                                                      Step 1   Go to Start > All Programs > ICM Admin Workstation > Configuration Manager.
                                                      Step 2   In the Configuration Manager window, browse to Tools > Explorer Tools > Skill Group Explorer.
                                                      Step 3   Double-click Skill Group Explorer.
                                                      Step 4   In the Skill Group Explorer window, in the Select Filter Data section, select an agent peripheral. Click Retrieve.
                                                      Step 5   Click the [1]Add Skill Group button.

                                                      A new entry is created and a new set of tabs appear.

                                                      Step 6   On the Skill Group tab, provide the following details:
                                                      • Select the MRD that you configured for Unified WIM and EIM from the Media routing domain drop-down list.
                                                      • Enter a unique peripheral number in the Peripheral number text box.
                                                      • Enter a name for the skill group in the Peripheral name text box.
                                                      • The Name field is auto-populated.
                                                      • Select the ICM picks the agent option.
                                                      Step 7   On the Skill Group Members tab, do the following:
                                                      • Click Add.
                                                      • Select the agents to add in the skill group from the Add Skill Group Member window and click OK.
                                                      Step 8   Click Add Route.
                                                      Step 9   On the Route tab, enter the name for the route in the Name field and click Save.

                                                      Create Agent Desktop Settings Using Unified CCDM

                                                      To create the agent desktop settings using Unified CCDM, see Agent Desktop Configuration.

                                                      Create Agent Using Unified CCDM

                                                      To create agent using Unified CCDM, see Agent Configuration.

                                                      Configure Call Types using Unified CCDM

                                                      To Configure Call Types using Unified CCDM. See Bucket Interval Configuration

                                                      Enable Expanded Call Context Variables Using Unified CCDM

                                                      Note


                                                      Ensure that you do not modify the names that are provided here: user.cim.activity.id (needed for all types of activities), user.wim.customer.name (needed for chat, callback, and delayed callback activities), user.cisco.cmb (needed for callback and delayed callback activities), user.cisco.cmb.callclass (needed for callback activities).


                                                      Procedure
                                                        Step 1   In System Manager, navigate to the folder containing the Expanded Call Variable that you want to enable and view the expanded call variable in that folder using the Items panel list view.
                                                        Step 2   In the Items panel, select the expanded call variable that you want to enable.

                                                        The details of this expanded call variable appear in the Details panel.

                                                        Step 3   In the Details tab, check the check box against the Enabled field.
                                                        Step 4   Click Save.

                                                        Configure Script Selectors

                                                        Complete the following procedure to configure the Script Selectors

                                                        Procedure
                                                          Step 1   Choose Start > All Programs > ICM Admin Workstation > Configuration Manager.
                                                          Step 2   Choose Tools > List Tools > Dialed Number/Script Selector List in the Configuration Manager window.
                                                          Step 3   Double-click Dialed Number/Script Selector List.
                                                          Step 4   Select Filter Data and select the Routing Client Configured for MR PG from the Routing Client field in the Dialed Number/ Script Selector List window and click Retrieve.
                                                          Step 5   In the Dialed Number/Script Selector List section and click Add.

                                                          A new entry is created and the Attributes tab becomes available.

                                                          Step 6   On the Attributes tab, provide the following details:
                                                          • Select the routing client that you configured for the MR PG from the Routing Client drop-down list.
                                                          • Select the MRD that you configured for Unified WIM and EIM from the Media routing domain drop-down list.
                                                          • Enter a name for the script selector in the Name field.
                                                          Step 7   Click the Dialed Number Mapping tab and click Add.
                                                          Step 8   Associate the Script Selector with a Call Type in the Dialed Number Map Entry window.
                                                          Step 9   Click OK to save the entry and then click Save to save the script selector configuration.

                                                          Create Scripts
                                                          The following Routing Scripts are used for Unified WIM and EIM.

                                                          Note


                                                          This is a basic routing script for Unified WIM and EIM. We can create similar routing scripts for other features.


                                                          Figure 1. Routing Scripts that are used for Unified WIM and EIM

                                                          Configure Unified CCE for Web Callback and Delayed Callback
                                                          Before You Begin
                                                          • Dialed number should be configured in Unified CCE for Cisco_voice MRD.
                                                          • Configured dialed number should be mapped in ‘Script selector’ under Service > Departments > Administration and Queues.
                                                          • Agent targeting rule (ATR) should be configured for Agent extensions for MR PG routing clients.
                                                          Procedure
                                                            Step 1   Configure a call type for web callback.
                                                            Step 2   Map the call type to the dialed number that is configured.
                                                            Step 3   Configure a skill group for Cisco_voice MRD and assign web callback agents that is configured using Agent explorer.
                                                            Step 4   Create a routing script using Script Editor, for example, Start > Select LAA > Skill Group > End .
                                                            Step 5   Map the call type to this routing script using Script > Calltype Manager > Schedules.
                                                            Step 6   Sign in to the agents to receive web callback and delayed callback calls.
                                                            Note   

                                                            Follow the same procedure in Unified CCE for configuring the delayed callback feature.


                                                            Integrate Unified WIM and EIM with Unified CCE

                                                            Integrate Unified WIM and EIM with Unified Contact Center Enterprise by running the Unified WIM and EIM Integration Wizard on the Services Server for WIM and EIM 1250 deployment and in All in on server for WIM and EIM 200 deployment. The wizard imports the media routing domains, agents, and skill group information from the Unified Contact Center Enterprise database to the Unified WIM and EIM database.

                                                            Before running the Unified WIM and EIM Integration Wizard, ensure that the License files provided by Cisco are copied to Cisco_Home\eService\config\license in the File Server


                                                            Note


                                                            • For HCS 4000 agent deployment, before running the Unified WIM and EIM Integration Wizard, ensure that you have created two departments. For Information, See To Create Departments . Repeat the following steps on each department that you have created and integrate the Agent PGs.

                                                            Before You Begin

                                                            Ensure that the Multichannel PIM is configured.

                                                            For 200 Multimedia Agent Deployment Model, see Add Media Routing PG.

                                                            For 1250 Multimedia Agent Deployment Model, see Configure Multichannel and Outbound PIM's 4000 Agent Deployment.

                                                            Add Licenses to the Agents

                                                            This procedure is mandatory if the agents are added manually after running the integration wizard.

                                                            Procedure
                                                              Step 1   Choose Administration Console > Departments > Department_Name> User > Users.
                                                              Step 2   Select the required agent from the List: users.
                                                              Step 3   Choose Properties > Relationships > Licenses add the required feature license and click Save.

                                                              Add Roles to the Agents
                                                              Procedure
                                                                Step 1   Choose Administration Console > Departments > Department_Name> User > Users.
                                                                Step 2   Select the required agent from the List: users
                                                                Step 3   Choose Properties > Relationships > User Role and add the required roles and click Save.

                                                                Start EAAS and Listener Process
                                                                Procedure
                                                                  Step 1   Login to System Partition from http://Web_server.company.com/system
                                                                  Step 2   Go to System Console.
                                                                  Step 3   Start the EAAS and Listener processor under Shared Resources
                                                                  1. In system console, Choose System > Shared Resources > Services > EAAS > EAAS.
                                                                  2. Select the EAAS Process and click Start.
                                                                  3. In system console, Choose > Shared Resources> Services >Listener > Listener.
                                                                  4. Select the Listener Process and click Start.
                                                                  Note    First Start the Process and then Start the Instance.

                                                                  Configure EAAS Instance

                                                                  Configure the EAAS instance by providing the MR Connection port number that you have provided while creating the MR PIM.

                                                                  For 1250 Multimedia Agent Deployment Model, see Configure Multichannel and Outbound PIM's 4000 Agent Deployment.

                                                                  Procedure
                                                                    Step 1   Log in to System Partition from http://Web_server.company.com/system.
                                                                    Step 2   Navigate to System Console.
                                                                    Step 3   Configure the EAAS Instance under Shared Resources.
                                                                    1. Expand System > Partitions > Services > Partition Name > EAAS > EAAS.
                                                                    2. Select the EAAS instance and provide the MR Connection Port in the Properties pane and save the configuration.
                                                                      Note   

                                                                      The default MR Connection Port is 38001.


                                                                    Start EAAS and Listener Instance
                                                                    Procedure
                                                                      Step 1   Login to System Partition from http://Web_server.company.com/system.
                                                                      Step 2   Go to System Console.
                                                                      Step 3   Start the EAAS and Listener processor under Shared Resources.
                                                                      1. Choose System > Partitions > Services > Partition Name>EAAS > EAAS.
                                                                      2. Select the EAAS Process and click Start.
                                                                      3. Choose Partitions > Services > Partition Name> Services > Listener > Listener.
                                                                      4. Select the Listener Process and click Start.
                                                                      Note    First Start the Process and then Start the Instance.

                                                                      Logging in to the User Desktop
                                                                      Procedure
                                                                        Step 1   Enter the URL http:// Web_server.company.com / Default in the browser.

                                                                        Web_server.company.com is the fully qualified domain name of your web server and Default is the virtual directory created for this partition

                                                                        Step 2   Enter the agent username and password and click Login.

                                                                        If prompted for Terminal ID, enter the Terminal ID of the agent.


                                                                        Configure Cisco Media Blender Components

                                                                        Complete the following procedure to configure the Cisco Media Blender components.

                                                                        Procedure
                                                                          Step 1   Open your web browser and launch the Cisco Media Blender from this URL: http://<Cisco Media Blender server ip>:8080/cmb.

                                                                          The Cisco Media Blender Administration page appears.

                                                                          Step 2   On the Cisco Media Blender Administration page click on the Server Administration and browse Media Blender > Server > Properties.
                                                                          Step 3   Navigate to CTI and set the following properties and click Save.
                                                                          • Peripheral type: Set the value as IPCC
                                                                          • CTI Strategy: Set the value as AgentReserved
                                                                          • Peripheral ID: Provide the peripheral ID of the Agent PG
                                                                          • Peripheral Host Name: Provide the CTI server hostname
                                                                          • Peripheral Host Port: Provide the port of the CTI server
                                                                          • Peripheral Host Name2: Provide the CTI server hostname
                                                                          • Peripheral Host Port2: Provide the port of the CTI server
                                                                          • Peripheral UserName: Provide the CMB server hostname
                                                                          • Peripheral Password: Enter a password
                                                                          • Peripheral Comment: Leave it Blank
                                                                          • Peripheral NamedVars: Retain the default value
                                                                          • Peripheral Alert on Named VarError: Set it to FALSE
                                                                          • Ready After Signon: Set to FALSE
                                                                          • Signoff Release Ready: Set to TRUE
                                                                          • Accept Drop: Set to TRUE
                                                                          • Share Queue: Set to TRUE
                                                                          • AppPath ID: Disable this property by checking the Disable check box
                                                                          • Permitted Phonenum Length: Disable this property by checking the Disable check box
                                                                          • Ignore AreaCode: Disable this property by checking the Disable check box
                                                                          • Dial Long Distance Prefix: Disable this property by checking the Disable check box
                                                                          • Dial Local Prefix: Disable this property by checking the Disable check box
                                                                          Note   

                                                                          Make sure that you retain the default value for other parameters.

                                                                          Step 4   Navigate to Collaboration and set the following properties and click Save.
                                                                          • Remote Host: Provide IP address of the Services Server
                                                                          • Remote Service: The default parameter is Connection_CCS_BAPI
                                                                          • Remote Registry Port: Provide the Local RMI port of services server
                                                                          • Remote Password: Enter a password
                                                                          • Local Service: The default parameter is Connection_CMB_BAPI
                                                                          • Local Registry Port: Provide the Local Registry port for CMB server
                                                                          • Local Password:Enter a password
                                                                          • Accept Queue: Default value is FALSE
                                                                          • Accept Start: Default value is FALSE
                                                                          • Accept Drop: Default value is TRUE
                                                                          • Disable Keystore: Default value is TRUE
                                                                          Step 5   Navigate to Administration > MEDIA BLENDER > SERVER > Start/Shutdown.
                                                                          Step 6   To apply the changes, click Restart.
                                                                          Step 7   Copy contents from the C:\CiscoMB folder of the CMB server to the C:\ folder on the Services server.
                                                                          Step 8   Navigate to Database Server> eGActive DB,click New Query and run the following queries.
                                                                          1. select DOMAIN from egpl_config_property where DOMAIN like '%cmb.%'.
                                                                          2. Run the following query to change the value of the domain column:

                                                                            update EGPL_CONFIG_PROPERTY set DOMAIN = 'NEW_DOMAIN_NAME' where DOMAIN = 'OLD_DOMAIN_NAME'

                                                                            where:

                                                                            NEW_DOMAIN_NAME is in the format CMB_IP_address_Remote_Registry_Port.properties. Replace CMB_IP_address with the IP address of the Cisco Media Blender server; replace Remote_Registry_Port with the port number that is specified for the property Local Registry Port in the Collaboration tab on the Cisco Media Blender server. OLD_DOMAIN_NAME is the name you found by running the query in Step a.

                                                                          3. Run the following query to change the value of the property WLRoot. For example, if the Cisco Media Blender folder has been copied to C:\, in step 7 then WLRoot should be updated to C:\\CiscoMB by running the following query:

                                                                            update egpl_config_property set Value='C:\\CiscoMB' where DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME = 'WLROOT'

                                                                            where: cmb.CMB_Ip_Address_Remote_Registry_Port.properties is the domain name configured in Step b.

                                                                          4. Run the following query to change the value of the property RemoteHost:

                                                                            update EGPL_CONFIG_PROPERTY set VALUE = 'Remote_Host' where DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME='RemoteHost'

                                                                            where: Remote_Host is the IP address of the Cisco Media Blender server. cmb.CMB_Ip_Address_Remote_Registry_Port.properties is the domain name configured in Step b.

                                                                          5. Run the following query to change the value of the property RemoteRegistryPort:

                                                                            update EGPL_CONFIG_PROPERTY set VALUE = 'Remote_Registry_Port' where DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME='RemoteRegistryPort'

                                                                            where: Remote_Registry_Port should be the same as the port specified for the property Local Registry Port in the Collaboration tab.

                                                                            cmb.CMB_Ip_Address_Remote_Registry_Port.properties is the domain name configured in Step b.

                                                                          6. Run the following query to change the value of the property LocalRegistryPort:

                                                                            update EGPL_CONFIG_PROPERTY set VALUE = 'Local_Registry_Port' where DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME='LocalRegistryPort'

                                                                            Where: Local_Registry_Port should be the same as the port specified for the property Remote Registry Port in the Collaboration tab.

                                                                            cmb.CMB_Ip_Address_Remote_Registry_Port.properties is the domain name configured in Step b.

                                                                          7. On Services server machine, navigate CiscoMB folder > Servlet > Properties > Blender > Collaboration (XML file). Copy the remote password and local password and paste them in the following queries:
                                                                          8. Run the following query to change the value of the property Local Password:

                                                                            update EGPL_CONFIG_PROPERTY set VALUE ='<local password>' where DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME='LocalPassword'

                                                                            where: Local_Password should be the same as the port specified for the property Remote password obtained in Step g.

                                                                            cmb.CMB_Ip_Address_Remote_Registry_Port.properties is the domain name configured in Step b.

                                                                          9. Run the following query to change the value of the property Remote Password:

                                                                            update EGPL_CONFIG_PROPERTY set VALUE ='<remote password>' where DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME='RemotePassword'

                                                                            Remote_Password should be the same as the port specified for the property Local password obtained in Step g.

                                                                            cmb.CMB_Ip_Address_Remote_Registry_Port.properties is the domain name configured in Step b.


                                                                          Configure Second Cisco Media Blender Component

                                                                          Note


                                                                          This Procedure is applicable only for 1250 multimedia agent deployment model.


                                                                          Complete the following procedure to configure the Cisco Media Blender components.

                                                                          Procedure
                                                                            Step 1   Launch Cisco Media Blender, by browsing http://<2nd Cisco Media Blender server ip>:8080/cmb.
                                                                            Step 2   On the Cisco Media Blender Administration page, choose Media Blender > Server > Properties.
                                                                            Step 3   Navigate to CTI and set the following properties:
                                                                            • Peripheral type: Set the value as IPCC.
                                                                            • CTI Strategy: Set the value as AgentReserved.
                                                                            • Peripheral ID: Provide the peripheral ID of the second Agent PG.
                                                                            • Peripheral Host Name: Provide the second CTI server hostname
                                                                            • Peripheral Host Port: Provide the port of the second CTI server.
                                                                            • Peripheral Host Name2: Provide the second CTI server hostname.
                                                                            • Peripheral Host Port2: Provide the port of the second CTI server.
                                                                            • Peripheral UserName: Provide the second CMB server hostname.
                                                                            • Peripheral Password: Enter a password.
                                                                            • Peripheral Comment: Retain the deafult value (if it is blank value, retain it as blank value).
                                                                            • Peripheral NamedVars: Retain the deafult value (if it is blank value, retain it as blank value).
                                                                            • Peripheral Alert on Named VarError: Set it to FALSE.
                                                                            • Ready After Signon: Set it to FALSE.
                                                                            • Signoff Release Ready: Set it to TRUE.
                                                                            • Accept Drop: Set it to TRUE.
                                                                            • Share Queue: Set it to TRUE.
                                                                            • AppPath ID: Disable this property by checking the Disable check box.
                                                                            • Permitted Phonenum Length: Disable this property by checking the Disable check box.
                                                                            • Ignore AreaCode: Disable this property by checking the Disable checkbox.
                                                                            • Dial Long Distance Prefix: Disable this property by checking the Disable check box.
                                                                            • Dial Local Prefix: Disable this property by checking the Disable check box.
                                                                            Step 4   Navigate to Collaboration and set the following properties:
                                                                            • Remote Host: Provide IP address of the Services Server.
                                                                            • Remote Service: The default parameter is Connection_CCS_BAPI.
                                                                            • Remote Registry Port: Provide the Local RMI port of services server.
                                                                            • Remote Password: Enter a password.
                                                                            • Local Service: The default parameter is Connection_CMB_BAPI.
                                                                            • Local Registry Port: Provide the Local Registry port for CMB server.
                                                                            • Local Password: Enter a password.
                                                                            • Accept Queue: Default value is FALSE.
                                                                            • Accept Start: Default value is FALSE.
                                                                            • Accept Drop: Default value is TRUE.
                                                                            • Disable Keystore: Default value is TRUE.
                                                                            Step 5   Choose Administration > Media Blender > Server > Start/Shutdown .
                                                                            Step 6   To apply the changes, click Restart.
                                                                            Step 7   Navigate to Database Server> eGActive DB,click New Query and run the following queries.

                                                                            Run the following query to insert the value into the domain column:

                                                                            insert into EGPL_CONFIG_PROPERTY values('cmb.CMB_<2nd CMB server IP>_<2nd CMB server local port>.properties','LocalRegistryPort','<2nd CMB server local port>','NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY values ('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','LocalService','Connection_CCS_BAPI','NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY values('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','LocalPassword','<local password> ‘,‘NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY values ('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','name','Remote-BAPI','NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY values('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','package','com.cisco.ics.blender.remote','NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY values ('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','RemoteHost','<2nd CMB server IP >','NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY values('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','RemotePassword','’<remote password>’,'NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY values('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','RemoteRegistryPort','<2nd CMB server local port>','NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY values('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','RemoteService','medium','NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY values('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','PROVIDER_IN_SERVICE_WAIT_TIME','10','NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY6 values('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','TransportType','rmi','NULL')

                                                                            insert into EGPL_CONFIG_PROPERTY values('cmb.<2nd CMB server IP>_<2nd CMB server local port>.properties','WLROOT','C:\\CiscoMB','NULL')


                                                                            Configure Unified WIM and EIM Features
                                                                            Cisco Interaction Manager (Unified WIM and EIM) supports Email, Chat and Web Callback/Delayed Web Callback features. To configure these features perform the following tasks:

                                                                            Note


                                                                            For HCS 4000 agent deployment, complete the E-mail and Chat configuration steps separately for each department.


                                                                            1. Configure Email Feature
                                                                            2. Configure Chat Feature
                                                                            3. Configure Web Callback/​Delayed Web Callback
                                                                            4. Configure Web Callback/​Delayed Web Callback for 1250 Multimedia Agent Deployment
                                                                            Configure Email Feature

                                                                            This section introduces the basics of using the Administration Console to set up email resources. It defines key terms and concepts and outlines the tasks that have to be completed on the mail server before email resources can be configured. It also lists the services and settings that are required for processing emails through the system.

                                                                            Important Tasks on the Mail Server
                                                                            Before you start configuring the email feature, you should have an Exchange Server configured. Make sure that the following objects have been configured and are ready to be used from the Mail Server.
                                                                            • An email address with credentials on the company mail server.
                                                                            • Along with the email address, make sure you have the following details. You would need this information to configure the alias from the Administration Console.
                                                                            • For the incoming email server:
                                                                              • The server type, either POP3 (Post Office Protocol 3) or IMAP4 (Internet Message Access Protocol).
                                                                              • The server name or IP (Internet Protocol) address.
                                                                              • A user name and password for the server.
                                                                            • For the outgoing email server:
                                                                              • The server type, either SMTP (Simple Mail Transfer Protocol) or ESMTP (Extended Simple Mail Transfer Protocol).
                                                                              • The outgoing server name or IP address.
                                                                              • A user name and password for the outgoing server (only if using ESMTP).
                                                                            Creating Alias

                                                                            Aliases are mapped to email addresses that customers use to contact your company—for example, support@yourcompany.com or sales@yourcompany.com. They function as entry and exit points for emails processed by the system. Administrators configure aliases in the Administration Console. Once an alias is configured and made active, the Retriever Service retrieves emails from the mail server on which the email address is configured.

                                                                            Navigate to the Business Partition; for example., http:// Web_server.company.com /Default, and follow the procedure below:

                                                                            Procedure
                                                                              Step 1   In the Tree pane, choose Administration > Departments > Department_Name > Email > Aliases.
                                                                              Step 2   In the List pane toolbar, click New.
                                                                              Step 3   In the Properties pane, go to the General tab and provide the following details.
                                                                              • Name: Type the name of the alias. This is required information .
                                                                              • Description: Type a brief description of the alias.
                                                                              • Email address: Type the email address for the alias. This is required information. The email address you provide here should be first created on the incoming email server.
                                                                              • Status: Select the status of the alias. By default, the status of an alias is set as active.
                                                                              • Automatic BCC: Type the email address to which you want to send a BCC copy of all emails that go out from this alias. You can provide multiple addresses separated by semicolons. Whenever an email is sent out from this alias, a BCC copy of that email is automatically sent to this address.
                                                                              • Send mail to: If a value is entered in this field, no outgoing email from this alias will reach its original intended recipient. When an agent replies to a customer email, the reply is sent to the email address specified in this field, and not to the customer's email address.
                                                                              • Default alias: Select Yes to make this alias the default alias for the department. This field can be edited only after the alias is saved. When an agent composes a new email, the default alias is selected as the From address for the email.
                                                                              Note   

                                                                              The default alias should be an active alias. For each department only one alias can be set as the default alias.

                                                                              Step 4   In the Properties pane, go to the Servers tab and provide the details of the incoming and outgoing servers to be used for the alias.
                                                                              1. In the Incoming section of the properties pane, provide the following details. All the fields are mandatory.
                                                                                • Server type: Select the server type you want to use. By default POP3 is selected. The options available are POP3 and IMAP .
                                                                                • Server name: Type the name of the Exchange server.
                                                                                • User name: Type the user name of the email account.
                                                                                • Password: Type the password of the email account .
                                                                                • Verify password: Verify the password.
                                                                              2. In the Outgoing section of the properties pane , provide the following details.
                                                                                • Server type: Select the server type you want to use. By default SMTP is selected. The options available are SMTP and ESMTP . The options available are Never and When authorization fails. This field is enabled only if the server type is set as ESMTP in the Server type field.
                                                                                • Server name: Type the name of the server.
                                                                                The following three options are enabled only if the server type is set as ESMTP.
                                                                                • User name (ESMTP): Type the user name.
                                                                                • Password: Type the password.
                                                                                • Verify password: Verify the password.
                                                                              Step 5   Click Save.

                                                                              Adding Alias to the Retriever

                                                                              After creating an alias, add the new alias to a retriever service instance in the System Console. Then, restart the retriever instance and dispatcher instances.

                                                                              Navigate to Business Partition ie., http:// Web_server.company.com / in your browser.

                                                                              Procedure
                                                                                Step 1   Choose System Console > System > Partitions > Default > Services > Email > Retriever.
                                                                                Step 2   Select the Instance > Properties > Input.
                                                                                Step 3   Add the created Alias from Available Inputs tab to Selected Inputs.
                                                                                Step 4   Restart the Dispatcher service and Retriever service.

                                                                                Create Inbound Email Workflow

                                                                                Navigate to Business Partition by browsing http:// Web_server.company.com / Default and perform the following to update script selector:

                                                                                Procedure
                                                                                  Step 1   Choose Administration Console > Departments > Department > Workflow > .
                                                                                  Step 2   Select the MRD created for Email from List Queues
                                                                                  Step 3   Choose Properties > General
                                                                                  Step 4   Update the script selector from the drop-down window.
                                                                                  Step 5   Click Save.

                                                                                  Inbound Workflow

                                                                                  Navigate to Business Partition by browsing http:// Web_server.company.com / Default and perform the following to update script selector:

                                                                                  Procedure
                                                                                    Step 1   Choose Administration Console > Departments > Department > Workflow > Workflows > Inbound.
                                                                                    Step 2   In the List:Inbound window, click New.
                                                                                    Step 3   Enter the Inbound name and check Active field as Yes.
                                                                                    Step 4   Click Add Start Node in the Diagram tab.
                                                                                    Step 5   Select and add the created aliases to list and click Ok.
                                                                                    Step 6   Click Add Queue Node in the Diagram tab.
                                                                                    Step 7   Select the MRD created for Inbound Email in the Select Queue window and click Ok.
                                                                                    Step 8   Select the connection nodes in workflow and make a connectivity between Start node and Queue node.
                                                                                    Step 9   Click Save.

                                                                                    Create Outbound/Supervisor Workflow

                                                                                    Navigate to Business Partition by browsing http:// Web_server.company.com / Default .

                                                                                    Procedure
                                                                                      Step 1   Choose Administration Console > Departments > Department > Workflow > Workflows > Outbound.
                                                                                      Step 2   In the List:Outbound window, Click New.
                                                                                      Step 3   Enter the name to create a new outbound workflow in the Properties window under General tab and select Yes in the Active field.
                                                                                      Step 4   Click Add Start Node in Diagram tab.
                                                                                      Step 5   Choose Users or User Groups > Select and add the required users or user groups in the Add Start Node Window.
                                                                                      Note    The users or user groups added will be monitored by the Supervisors, these users are agents.
                                                                                      Step 6   Add Queue Node in the Diagram tab.
                                                                                      Step 7   Add the Supervisory Queue in the Select Queue window for Inbound MRD and click Ok.
                                                                                      Note   

                                                                                      The Supervisory Queue is created by default with the MRDname_Service

                                                                                      Step 8   Select the connection nodes in workflow and make a connectivity between Start node and Queue node
                                                                                      Step 9   Click Save.

                                                                                      Add Users to Email Feature

                                                                                      Navigate to Business Partition by browsing http:// Web_server.company.com / Default and perform the following to update script selector:

                                                                                      Procedure
                                                                                        Step 1   Choose Administration Console > Departments > Department_Name> User > Users.
                                                                                        Step 2   Select the required agent from the List: users
                                                                                        Step 3   Choose Properties > Relationships > Licenses add the Email License and Click Save.

                                                                                        Services Required for Emails
                                                                                        Ensure the following services in the System Console are configured properly and are running.
                                                                                        • Retriever service
                                                                                        • Dispatcher service
                                                                                        • Listener service
                                                                                        • External Agent Assignment Service (EAAS)
                                                                                        Configure Chat Feature

                                                                                        This section introduces the basics of using the Administration Console to set up chat resources. It defines key terms and concepts and lists the services and settings that are required for processing chat activities through the system.

                                                                                        Chat Feature

                                                                                        It is an activity created for a chat session between a customer and an agent. A chat is a real time interaction between an agent and a customer during which they exchange text messages. As part of a chat, agents can also push web pages to customers. Based on how chat activities are routed to agents, they can be categorized as Standalone chats and Integrated chats. An integrated chat is routed to an integrated queue, and a message is sent to Unified CCE. Unified CCE processes the activity and assigns the chat to an available IPTA (ICM Picks the Agent) agent.

                                                                                        Creating Entry Points for Chat

                                                                                        Navigate to the Business Partition by browsing to http:// Web_server.company.com / default .

                                                                                        Procedure
                                                                                          Step 1   Choose Administration Console > Departments > Department_Name > Chat > Entry Point.
                                                                                          Step 2   In the List : Entry points , click New.
                                                                                          Step 3   In the General tab of Properties pane, provide the following details:
                                                                                          Step 4   Click Save.

                                                                                          Adding Users to Chat Feature

                                                                                          Navigate to Business Partition, by browsing http:// Web_server.company.com / Default.

                                                                                          Procedure
                                                                                            Step 1   Choose Administration Console > Departments > Department > User > Users .
                                                                                            Step 2   Select the required agent from the List: users
                                                                                            Step 3   In Properties tab choose Relationships > Licenses > Add the Chat License and Click Save.

                                                                                            Chat Entry Point URL

                                                                                            Chat Entry point is the URL used for chat initiation.

                                                                                            Navigate to Business Partition by browsing http:// Web_server.company.com / Default.

                                                                                            Procedure
                                                                                              Step 1   In Administration Console, Choose Administration > Departments > Department_Name > Chat > Entry points >
                                                                                              Step 2   Select the Entry point from the List: Entry points
                                                                                              Step 3   Click on Entry point URL
                                                                                              Step 4   Select the template from the Template folder
                                                                                              Step 5   Select the template language and click on Ok.

                                                                                              The Chat URL is displayed in 'Entry point URL-webpage dialog' page.

                                                                                              Step 6   Copy the URL for further use.

                                                                                              Services Required for Chat
                                                                                              Ensure the following services in the System Console are configured properly and are running.
                                                                                              • Listener Service
                                                                                              • External Agent Assignment Service (EAAS)
                                                                                              Configure Web Callback/Delayed Web Callback

                                                                                              Complete the following procedures to configure web callback/delayed web callback.

                                                                                              Configure Listener Instance

                                                                                              Complete the following procedure to configure Listener Instance.

                                                                                              Procedure
                                                                                                Step 1   Sign in to system partition from http://Web_server.company.com/system in your browser, where Web_server.company.com is the fully qualified domain name of your web server.
                                                                                                Step 2   Navigate to System > Partitions > <INSTALLED_PARTITION_NAME> > Services > Listener > Listener.
                                                                                                Step 3   Stop the Listener instance that was created for Agent PG.
                                                                                                Step 4   Select the Listener instance for Agent PG that you want to configure, from the List pane.
                                                                                                Step 5   Double-click the Cisco MB parameters in the General tab of Properties pane. A new window appears.
                                                                                                Step 6   Select the Peripheral and update the IP Address (SIDE A) and RMI port (SIDE A) of the Cisco Media Blender server.
                                                                                                Step 7   Press Enter and click OK.
                                                                                                Step 8   Start the Listener instance.

                                                                                                Configure WIM and EIM for Web Callback

                                                                                                Complete the following procedure to configure WIM and EIM for Web Callback.

                                                                                                Procedure
                                                                                                  Step 1   Sign on to business partition from http://Web_server.company.com/Default in your browser, where Web_server.company.com is the fully qualified domain name of your web server and Default is the virtual directory created for this partition.
                                                                                                  Step 2   Click on Administration under Management Console.
                                                                                                  Step 3   Navigate to Administration > Departments > (department created in the Wizard or the default department) > Workflow and click Queues.
                                                                                                  Step 4   Complete the following mandatory fields in the properties section of the new queue and click Save.
                                                                                                  • Name = New queue name
                                                                                                  • Active= Yes
                                                                                                  • Type= Unified CCE
                                                                                                  • Media Routing Domain= Cisco_Voice
                                                                                                  • Script Selector= Select the dialed number configured for web callback in Unified CCE.
                                                                                                  Step 5   Navigate to Administration > Departments > Service > Chat and click Entry Points.
                                                                                                  Step 6   To add a new entry point, click new button under the entry points list.
                                                                                                  Step 7   Complete the following mandatory fields in the properties section of the new entry point and click Save:
                                                                                                  Step 8   Click on Entry point URL.
                                                                                                  Step 9   In the select template folder window, click Cisco Sunburst and then click OK.
                                                                                                  Step 10   Copy and paste the link in a new browser and provide the required details to configure a web callback.

                                                                                                  Configure WIM and EIM for Delayed Callback

                                                                                                  Complete the following procedure to configure WIM and EIM for Delayed Callback.

                                                                                                  Procedure
                                                                                                    Step 1   Sign on to business partition from http://Web_server.company.com/Default in your browser, where Web_server.company.com is the fully qualified domain name of your web server and Default is the virtual directory created for this partition.
                                                                                                    Step 2   Click on Administration under Management Console.
                                                                                                    Step 3   Navigate to Administration > Service > Departments > Workflows and click Queues.
                                                                                                    Step 4   Complete the following mandatory fields in the properties section of the new queue and click Save:
                                                                                                    • Name = New queue name
                                                                                                    • Active= Yes
                                                                                                    • Type= Unified CCE
                                                                                                    • Media Routing Domain= Cisco_Voice
                                                                                                    • Script Selector= Select the dialed number configured for delayed callback in Unified CCE
                                                                                                    Step 5   Expand Chat under Service > Departments > Administration and click Entry Points.
                                                                                                    Step 6   To add a new entry point, click new button under the entry points list.
                                                                                                    Step 7   Complete the following mandatory fields in the properties section of the new entry point and click Save:
                                                                                                    • Enter New entry point name.
                                                                                                    • Select Yes for Active.
                                                                                                    • Enter the queue name created in step 4.
                                                                                                    • Select Sub Activity as Delayed Callback.
                                                                                                    • Select Routing Type as Unified CCE.
                                                                                                    Step 8   Click on Entry point URL.
                                                                                                    Step 9   In the select template folder window, click Cisco Sunburst and then click OK.
                                                                                                    Step 10   Copy and paste the link in a new browser and provide the required details to make a delayed callback.

                                                                                                    Configure Web Callback/Delayed Web Callback for 1250 Multimedia Agent Deployment
                                                                                                    Configure Listener Instance for 1250 Multimedia Agent Deployment
                                                                                                    Configure WIM and EIM for Web Callback for 1250 Agent Deployment
                                                                                                    Configure WIM and EIM for Delayed Callback for 1250 Agent Deployment
                                                                                                    Configure Unified WIM and EIM Features for 1250 Multimedia Agent Deployment

                                                                                                    Unified WIM and EIM supports Email, Chat and Web Callback/Delayed Web Callback features. To configure these features perform the following tasks:

                                                                                                    1. Configure Email Feature
                                                                                                    2. Configure Chat Feature
                                                                                                    3. Configure Web Callback/​Delayed Web Callback for 1250 Multimedia Agent Deployment

                                                                                                    Cisco RSM

                                                                                                    Create Golden Template for Cisco Remote Silent Monitoring

                                                                                                    Follow this sequence of tasks to create the golden template for the Cisco RSM server.

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

                                                                                                    Sequence

                                                                                                    Done?

                                                                                                    Tasks

                                                                                                    Notes

                                                                                                    1

                                                                                                     

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

                                                                                                    See Open Virtualization Format Files.

                                                                                                    2

                                                                                                     

                                                                                                    Create the virtual machine for the Cisco RSM server.

                                                                                                    Follow the procedure Create Virtual Machines from OVAs.

                                                                                                    3

                                                                                                     

                                                                                                    Install Microsoft Windows Server 2008 R2 Service Pack 1.

                                                                                                    Follow the procedure Install Microsoft Windows Server.

                                                                                                    4

                                                                                                     

                                                                                                    Install VMware Tools.

                                                                                                    Follow the procedure Install VMware Tools.

                                                                                                    5

                                                                                                     

                                                                                                    Install antivirus software.

                                                                                                    Follow the procedure Install Antivirus Software.

                                                                                                    6

                                                                                                     

                                                                                                    Install the JTAPI Client.

                                                                                                    Follow the procedure Install the JTAPI Client.

                                                                                                    7

                                                                                                     

                                                                                                    Install the Cisco RSM server.

                                                                                                    Follow the procedure Install the Cisco RSM Server.

                                                                                                    8

                                                                                                     

                                                                                                    Convert the virtual machine to a template.

                                                                                                    Follow the procedure Convert the Virtual Machine to a Golden Template.

                                                                                                    After you create all golden templates, you can run the automation process (Clone and OS Customization). After you run the automation process, you can configure the Cisco RSM server on the destination system. See Configure Cisco RSM.

                                                                                                    Install the JTAPI Client

                                                                                                    Complete the following procedure to install JTAPI on the Cisco RSM server.

                                                                                                    Procedure
                                                                                                      Step 1   Start the Unified Communications Manager Administration application in a browser.
                                                                                                      Step 2   Log in using the administrator credentials.
                                                                                                      Step 3   Navigate to Application > Plugins and then click Find.
                                                                                                      Step 4   Download the Cisco JTAPI 32-bit Client for Windows.
                                                                                                      Step 5   Install the downloaded file and accept all the default settings.
                                                                                                      Note   
                                                                                                      • In the Cisco TFTP IP Address text-box enter the CUCM Subscriber IP Address.

                                                                                                      Install the Cisco RSM Server

                                                                                                      Complete the following procedure to install the Cisco RSM Server.

                                                                                                      Procedure
                                                                                                        Step 1   Mount the Cisco RSM ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
                                                                                                        Step 2   Run the setup.exe file to install the RSM server. The RSM installer program starts.
                                                                                                        Step 3   In the Licence Agreement page, accept the License. Click Next.
                                                                                                        Step 4   In the service Login Information page, provide the administrator credentials of RSM Virtual machine. Click Next.
                                                                                                        Step 5   In the Launch Configuration Settings page, click Exit from the setup. Click Yes on the pop-up window.
                                                                                                        Step 6   Click Finish.

                                                                                                        What to Do Next

                                                                                                        Configure RSM

                                                                                                        Configure Cisco RSM

                                                                                                        The following figure shows the configuration topology for Remote Silent Monitoring.

                                                                                                        Figure 2. Cisco Remote Silent Monitoring Configuration Topology

                                                                                                        Configure Cisco RSM for 500 and 1000 Agent Deployment

                                                                                                        Configure the Cisco RSM (Remote Silent Monitoring) Server for 500 and 1000 agent deployment in the distributed mode, in the following order:

                                                                                                        Configure RSM
                                                                                                        Set RSM Configuration Settings for 500 and 1000 Agent Deployment
                                                                                                        Procedure
                                                                                                          Step 1   Complete the Mail Server configuration settings:
                                                                                                          1. Choose Start > CiscoRSM > RSM Configuration Manager.
                                                                                                          2. Check Send Email Alert checkbox.
                                                                                                          3. Enter the Host Name/IP address of the mail server in Mail Server Host Name/IP text box.
                                                                                                          4. Enter the email port number in Port text box.
                                                                                                          5. Enter the sender email ID in Sender Email Address text box.
                                                                                                          6. Enter the receiver email ID in Receiver Email Address text box.
                                                                                                          7. Click Next.
                                                                                                          Step 2   Complete the Miscellaneous configuration settings:
                                                                                                          1. Enter 1800 in Problem Call Minimum Duration text box.
                                                                                                          2. Enter 4 in Problem Call Min Holds text box.
                                                                                                          3. Enter 3600 in Max Stale Call Duration text box.
                                                                                                          4. Set blank value for CTI OS Trace Mask.
                                                                                                          5. Select INFO from the Log Level drop down list for VL Engine.
                                                                                                          6. Enter 8080 in HTTP Listen Port text box for VL Engine.
                                                                                                          7. Enter 480 in the Audio Buffer Len To VRU text box for PhoneSim.
                                                                                                            Note    The default value of Audio Buffer Len to VRU is 160, for CVP environment the value is set to 480.
                                                                                                          8. Select INFO from the Log Level drop down list for PhoneSim.
                                                                                                          9. Enter 29001 in HTTP Listen Port text box for PhoneSim.
                                                                                                          10. Enter 29554 in RTSP Listen Port text box for PhoneSim.
                                                                                                          11. Select the RTSP u-law for Audio Encoding from the drop down list for Phonesim.
                                                                                                          12. Select No from the Do HTTP Chunked Transfers drop down list for PhoneSim.
                                                                                                          13. Enter the IP Address of RSM server in the Host Data IP text box.
                                                                                                          14. Click Next.
                                                                                                          Step 3   Define Cluster configuration settings:

                                                                                                          These settings are used to configure each Unified Communications Manager cluster with the agents to be monitored by RSM.

                                                                                                          1. Click Add Cluster
                                                                                                          2. Enter a cluster name in ClusterN_Name text box.
                                                                                                            Note   

                                                                                                            Name should be alphanumeric.

                                                                                                          3. Enter 5 in No. of Login Pool Simphones text box.
                                                                                                          4. Enter 60 in No. of Monitoring Phones text box. (this is to monitor 60 concurrent).
                                                                                                          5. Enter 5000 in the Peripheral ID text box.
                                                                                                          6. Enter the rsmuser in JTAPI Username text box.
                                                                                                          7. Enter the rsmuser password in JTAPI Password text box.
                                                                                                          8. Enter the first MAC address to use for auto-generation of MAC range for simphone device names in Start MAC Range text box.
                                                                                                          9. Enter the first extension number to use for auto-generation of line extension range for simphone DNs in Start Line Num Range text box.
                                                                                                            Note   
                                                                                                            1. Line extension ranges must not overlap between clusters. Correlates to ClusterN_PhoneSim_StartMACRange value.
                                                                                                            2. The Start Line Num Range should be between 4 to 6 digits.
                                                                                                          10. Select TCP from the SIP Transport drop down list.
                                                                                                          11. Click Next.
                                                                                                          Step 4   Define Unified Communications Manager configuration settings:
                                                                                                          1. Enter the host name / IP address of CUCM1 server(Subscriber1) in Host Name/IP text box.
                                                                                                          2. Enter CUCM1 port as 5060 in Port text box.
                                                                                                          3. Enter the host name / IP address of CUCM2 server(Subscriber 2) in Host Name/IP text box.
                                                                                                          4. Enter CUCM2 port as 5060 in Port text box.
                                                                                                          5. Click Next.
                                                                                                          Step 5   Define CTIOS configuration settings:
                                                                                                          1. Enter the host name / IP address of CTIOS 1A in CTIOS 1A Host Name/IP.
                                                                                                          2. Enter 42028 in CTIOS 1A Port text box.
                                                                                                          3. Enter the host name / IP address of CTIOS 1B in CTIOS 1B Host Name/IP.
                                                                                                          4. Enter 42028 in CTIOS 1B Port text box.
                                                                                                          5. Click Next.
                                                                                                          Step 6   Check Start PhoneSim Service and Start VLEngine Service check boxes.
                                                                                                          Step 7   Click Finish.

                                                                                                          Configure JTAPI Client Preferences
                                                                                                          Procedure
                                                                                                            Step 1   Choose Start > All Programs > Cisco JTAPI and click Cisco Unified Communications Manager JTAPI Preferences.
                                                                                                            Step 2   Click Language tab.
                                                                                                            Step 3   Select English from the Select Language drop-down list.
                                                                                                            Step 4   Enter the TFTP Server IP Address.
                                                                                                            Step 5   Click OK.

                                                                                                            Edit Registry Settings

                                                                                                            RSM requires numeric supervisor accounts, so that users can log in through the telephone. However, Unified CCE supervisor agent accounts are also Active Directory user accounts and an Active Directory security policy can prevent numeric-only accounts. To resolve this issue, modify the "VLEngine_PassPrefix" parameter.

                                                                                                            Procedure
                                                                                                              Step 1   Access the Registry Editor, Start > Run > regedit.
                                                                                                              Step 2   Navigate to HKEY_Local_Machine > Software > Wow6432Node > Cisco Systems, Inc. > Remote Silent Monitoring.
                                                                                                              Step 3   SetVLEngine_PassPrefix with a string that prepends the password before it submits for CTI OS Validation.

                                                                                                              For Example: If "VLEngine_PassPrefix" String is set to RSM1RSM and you want a supervisor to log in with PIN 1234, then set supervisor's password to RSM1RSM1234.

                                                                                                              Note    The valid values are any string of letters, numbers, and valid password symbols (no whitespace and control characters).

                                                                                                              Configure Gateway
                                                                                                              Set Up the VXML Gateway

                                                                                                              RSM is supported on any VXML gateway models and versions of Cisco IOS supporting CVP. The Ingress/VXML gateway can be shared between RSM and other features.

                                                                                                              To set up the VXML gateway for RSM, make sure that the IVR prompt memory is at least 8 Mb, by issuing the ivr prompt memory 8000 command.


                                                                                                              Note


                                                                                                              If the gateway is shared with RSM along with other features, the gateway performance reduces by 20%.


                                                                                                              Configure Unified CVP
                                                                                                              Upload RSM Prompts
                                                                                                              Procedure
                                                                                                                Step 1   Navigate to your media server directory, at C:\inetpub\wwwroot\en-us\, and create a new directory labeled VL.
                                                                                                                Step 2   Navigate to your RSM server and copy prompts.zip from C:\ CiscoRSM\callflows and unzip the contents into the VL directory of the media server.
                                                                                                                Step 3   Right-click the VL directory, then click Properties.
                                                                                                                Step 4   Click the Security tab, click Advanced and click Change Permission.
                                                                                                                Step 5   Select Include inheritable permission from object's parent and Replace all child object permission with inheritable permissions from this object check-boxes.
                                                                                                                Step 6   Select Allow inheritable permissions from the parent to propagate to this object and all child objects.
                                                                                                                Step 7   Click OK and click Yes on the windows security pop up window.
                                                                                                                Step 8   Open your web browser and navigate to the VL directory of your media server, that is http://<SERVER IP>/en-us/VL. Ensure that the prompt files are listed and accessible.

                                                                                                                Integrate the CVP Call Flow
                                                                                                                Procedure
                                                                                                                  Step 1   Navigate to the C:\CiscoRSM\callflows\vxml-cvp folder on the RSM server.
                                                                                                                  Step 2   Copy all the contents from the folder to a directory that can be accessed by the desktop machine hosting Cisco Unified Call Studio software (for example, C:\RSM-Callflow).
                                                                                                                  Step 3   Open Cisco Unified Call Studio and import the RSM Project into your workspace.
                                                                                                                  Step 4   Right-click RSM Project in the navigator pane then click Properties.
                                                                                                                  Step 5   Under Call Studio, click Audio Settings.
                                                                                                                  Step 6   Navigate to the Default Audio Path URI text field and enter the VL directory on your media server, for example, http://<cvp_media_server_IP_address>/en-us/VL .
                                                                                                                  Step 7   Click OK.
                                                                                                                  Step 8   Navigate to the DoLogin page in the Callflow Editor Navigator pane for RSM Project.
                                                                                                                  Step 9   Select the SetBaseSessionVars element, and then click Data under Element Configuration.
                                                                                                                  Step 10   Modify the VoiceXML Variable settings for RSM Project as follows:
                                                                                                                  Note   

                                                                                                                  Ensure that you click Update after modifying the variable settings below; else, the fields will be set with default values.

                                                                                                                  • VL_VLENGINE_HOSTNAME— Hostname or IP address of the server running on VLEngine service.
                                                                                                                  • VL_VLENGINE_PORT— Port number used by the VLEngine service. Port value is 8080.
                                                                                                                  • VL_PHONESIM_HOSTNAME— Hostname or IP address of the server running on PhoneSim service. Value is same as VL_VLENGINE_HOSTNAME.
                                                                                                                  • VL_PHONESIM_RTSP_PORT— RTSP port number used by PhoneSim service. This is usually 29554.
                                                                                                                  • VL_PHONESIM_HTTP_PORT— HTTP port number used by PhoneSim service. This is usually 29001.
                                                                                                                  • MAX_NUM_LOGIN_ATTEMPTS— Maximum number of failed login attempts allowed before RSM disconnects user.
                                                                                                                  • CVP_MEDIASVR_AUDIO_PATH— Points to the URL path where RSM prompts are uploaded (for example, /en-us/VL).
                                                                                                                    Note   

                                                                                                                    This path, and the Path component specified in the RSM CVP project's Audio Settings - Default Audio Path URL text field, should be identical.

                                                                                                                  • CVP_MEDIASVR_HOSTNAME— Hostname or IP address of the CVP media server with RSM prompts, as found in the /en-us/VL directory.
                                                                                                                  • MAIN_MENU_TIMEOUT— Time, in seconds. This is usually 12 seconds.
                                                                                                                  • CVP_VXMLSVR_HOSTNAME—Hostname or IP address of the server running on VXML server.
                                                                                                                  • CVP_VXMLSVR_PORT—Port number used by the VXML server.
                                                                                                                  • CVP_MEDIASVR_PORT—Port number of the media server daemon. This is usually port 80.
                                                                                                                  • MONITOR_NEWEST_REPOLL_PERIOD—Time, in seconds, before monitoring any new agent conversations. This value is normally set to 4 seconds.
                                                                                                                  • MONITOR_NEWEST_PROMPT_TO_END_EVERYN—Number of pollings before the progress prompt is stated to the caller (that is, “System is still busy. Press any key to return to main menu or continue to hold.”). This value is normally set to 3.
                                                                                                                  • SUPERVISOR_LOGIN_TIMEOUT—Time out for Supervisor Login. This value is normally set to 1500.
                                                                                                                  Step 11   Click Save to save the RSM Project.
                                                                                                                  Step 12   Repeat the above steps to create RSM project for each CVP Server in your deployment.

                                                                                                                  Call Flow Deployment

                                                                                                                  Once the call flow script is installed on the CVP server, it must be deployed for use by CVP VXML Server.

                                                                                                                  Perform the procedure to deploy the call flow script.


                                                                                                                  Note


                                                                                                                  Deploy the VXML script in all the CVP boxes with the appropriate CVP_VXMLSVR_HOSTNAME


                                                                                                                  Procedure
                                                                                                                    Step 1   Open Cisco Unified Call Studio.
                                                                                                                    Step 2   Right-click RSM Project in the navigator pane, then click Deploy.
                                                                                                                    Step 3   Select Archive File radio button.
                                                                                                                    Step 4   Browse to the loction where you want to save the VXML Application file.
                                                                                                                    Step 5   Click Finish. The call flow script will be saved at the specified location.
                                                                                                                    Step 6   Open the CVP OAMP portal.
                                                                                                                    Step 7   Navigate to Bulk Administration > File Transfer > VXML application.
                                                                                                                    Step 8   Choose the desired CVP VXML servers from Available to Selected and browse the VXML application file that you saved in step 4.
                                                                                                                    Step 9   Click Transfer and click File Transfer Status to check the status.
                                                                                                                    Step 10   Navigate to the C:\Cisco\CVP\VXMLServer\applications\RSM\admin Directory in CVP call server, then double-click the deployApp.bat file. The batch file is executed in a separate DOS window.
                                                                                                                    Step 11   Enter Y for yes when prompted to deploy the application. The call flow script is now accessible from the CVP VXML Server.
                                                                                                                    Step 12   Configure the appropriate micro applications on your VXML gateway (VXML Gateway dial peers, Unified Communication Manager route patterns, and so on) so they can access the script.

                                                                                                                    Configure Unified CCE
                                                                                                                    Set the Agent Target Rule

                                                                                                                    Note


                                                                                                                    Ignore this procedure, if Unified CCE Day 1 configuration includes the Extension range.
                                                                                                                    Procedure
                                                                                                                      Step 1   From the Administration Workstation (AW), click Start > All Programs > Configuration Manager.
                                                                                                                      Step 2   Expand Tools, then expand List Tools. Double-click Agent Targeting Rule.
                                                                                                                      Step 3   Click Retrieve to return a list of all existing agent targets in the environment.
                                                                                                                      Step 4   Highlight the existing agent targeting rule. Under extension ranges click Add. A blank extension range section appears.
                                                                                                                      Step 5   Add the range of extension, that is the DN and then click OK.
                                                                                                                      Step 6   Click Save.
                                                                                                                      Note    In 4000 deployment there are two CUCM PGs configured according to CUCM application user. ATRs are configured based on CUCM PG. Therefore, two ATRs are pre-configured as a part of load base configuration and extensions should be added to ATRs based on the Application user.

                                                                                                                      Create the Supervisor Login Account

                                                                                                                      You must create a new account for each supervisor who will be using RSM, according to your current CTI OS supervisor/agent accounts. If CTI OS authentication is used, separate supervisor agent accounts must be created in the Unified CCE environment, to allow dialed-in supervisors to log in to the system.

                                                                                                                      To create a supervisor login account, follow this procedure Create an Agent


                                                                                                                      Note


                                                                                                                      1. Check the Supervisor check box and ensure that the supervisor password should meet AD Password Policy.
                                                                                                                      2. Ensure that the agent password is numeric of any length.
                                                                                                                      3. Ensure that the Supervisor is added to Team List.

                                                                                                                      Create Routing Script for RSM

                                                                                                                      The following Routing Scripts are used for Cisco RSM.

                                                                                                                      Figure 3. Routing Scripts used for Cisco RSM

                                                                                                                      Configure Unified Communication Manager through UCDM
                                                                                                                      Configure Simulated Phone
                                                                                                                      Before You Begin

                                                                                                                      You must determine how many simulated phones ( also called as simphones) to assign to each Unified Communication Manager cluster. Each cluster must have a number of simphones greater than or equal to the maximum number of agents that will be simultaneously monitored through RSM for the cluster. This section provides the following information:

                                                                                                                      • To configure the simphone device dependencies, to create a Unified Communication Manager group, RSM region, and device pool.
                                                                                                                      • To create the simphone devices and assign MAC addresses.
                                                                                                                      • To add bulk simphones using Bulk Load Tool.

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


                                                                                                                      Note


                                                                                                                      You must be logged into UCDM before you can configure simphones as described below.


                                                                                                                      Create Simphone Device Dependencies

                                                                                                                      Procedure
                                                                                                                        Step 1   To create a Unified CM group:
                                                                                                                        1. Choose Network > PBX devices.
                                                                                                                        2. Select the provider and click the call manager name.
                                                                                                                        3. Click Groups and click Add.
                                                                                                                        4. Enter RSMSimPhone for the Unified Communication Manager group name.
                                                                                                                        5. Enter the Maximum Streams supported.
                                                                                                                        6. Check the Use for Phones check box.
                                                                                                                        7. Check the Use for Trunks check box.
                                                                                                                        8. Assign the necessary Unified Communication Manager to the group by clicking on subscribers. If you have more than one Unified Communication Manager in the cluster, select the subscribers to be part of the group but do not select the publisher.
                                                                                                                        9. Click Submit.
                                                                                                                        Step 2   To create a simphone region:
                                                                                                                        1. Choose Network > PBX devices .
                                                                                                                        2. Select the provider and click the call manager name.
                                                                                                                        3. Click Audio Regions and Click Add.
                                                                                                                        4. Enter AR_ RSMSimPhone for the region name.
                                                                                                                        5. Enter the description (optional).
                                                                                                                        6. Select the available codec for Intra-Region Max Audio Bit Rate from the drop-down list.
                                                                                                                        7. Select the available codec for Inter-Region Max Audio Bit Rate from the drop-down list.
                                                                                                                        Step 3   To create a Simphone Device Pool:
                                                                                                                        1. Choose Location Administration>Telephony.
                                                                                                                        2. Select the provider and click the location name.
                                                                                                                        3. Click Device pool and click Add.
                                                                                                                        4. Enter RSMSimPhone_DP for the device pool name.
                                                                                                                        5. Select the RSMSimPhone from Unified Communication Manager Group drop-down list.
                                                                                                                        6. Select appropriate date/time group from the drop-down list.
                                                                                                                        7. Select Region_ RSMSimPhone from Audio Region drop-down list.
                                                                                                                        8. Enter the supported Streams value.
                                                                                                                        9. Click Submit.

                                                                                                                        Create Simphone Device

                                                                                                                        Follow this procedure to create simphone devices.

                                                                                                                        Procedure
                                                                                                                          Step 1   Log in to the Cisco UCDM.
                                                                                                                          Step 2   To create phone inventory:
                                                                                                                          1. Choose Location Administration > Phone Inventory.
                                                                                                                          2. Select provider and click Add Phone to create a new phone device.
                                                                                                                          3. Select the target where you want to create the simphone device.
                                                                                                                          4. Select Cisco 7941 SIP for the Phone Type.
                                                                                                                          5. Enter the MAC address of the phone and click Next. The Phone Details page appears.
                                                                                                                            Note   

                                                                                                                            A MAC address of 00005E000001 (hexadecimal) is assigned for the first simphone, and subsequent simphones increment from this value (for example, 00005E000002 and 00005E000003). You may need to assign a different range of addresses if this range is currently being used. Ensure that the MAC address is in hexadecimal format; for example, the tenth phone address must be 00005E00000A, not 00005E000010.

                                                                                                                          6. Click Add Phone.
                                                                                                                          Step 3   To register a phone:
                                                                                                                          1. Click Phone Registration.
                                                                                                                          2. Ensure that you have selected the provider window and the appropriate customer.
                                                                                                                          3. Choose the appropriate location.
                                                                                                                          4. Click the Device Name.

                                                                                                                            The Phone Features page appears.

                                                                                                                          5. Enter the description (optional) of the phone.
                                                                                                                          6. Under SIP Profile, select Standard SIP Profile from the drop-down list.
                                                                                                                          7. Select the appropriate Phone Feature Group from the drop-down list.
                                                                                                                          8. Click Next.
                                                                                                                          9. Under Device Pools, choose RSMSimPhone_DP from the drop-down list.
                                                                                                                          10. Under Number Details, select the extension number for the device, and click Next.
                                                                                                                            Note   

                                                                                                                            You can configure only one number.

                                                                                                                          11. Click Register.
                                                                                                                          Step 4   To manage the phone:
                                                                                                                          1. Click Phone Management.
                                                                                                                          2. Select the Device.
                                                                                                                          3. Under Phone Feature, select Built-in-Bridge as Off from the drop-down list.
                                                                                                                          4. Under Multiple Call/Call Waiting Settings for line 1, ensure that you select Call waiting busy trigger as 1 and Max call waiting as 2 from the drop-down lists.
                                                                                                                          5. Click Modify.
                                                                                                                          Step 5   To add monitoring calling search space:
                                                                                                                          1. Login to Cisco Unified CM Administration interface and choose Device > Phone.
                                                                                                                          2. Search and select the RSM Sim Phone DN and click the required Device Name.
                                                                                                                          3. Click Line[1] in Association Information on the Phone Configurations page.
                                                                                                                          4. Set the Monitoring Calling Search Spaceas the same CSS that is configured in the Calling Search Space field in the Directory Number Configuration page.
                                                                                                                          5. Click Save and click Apply Config .

                                                                                                                          Bulk Upload of Simphones Using Bulk Load Tool

                                                                                                                          Follow this procedure to bulk upload simphones using the Bulk Load Tool.

                                                                                                                          Procedure
                                                                                                                            Step 1   Navigate to Setup Tools > Bulk Load Samples.
                                                                                                                            Step 2   Click HCS-G1-Latest.
                                                                                                                            Step 3   Choose 6 CUCDM810 VS P1 LocationAdmin(Formula Loader)v1 18(VS OPS), and save the .XLS file on your desktop.
                                                                                                                            Step 4   Open the file and ensure that all the spreadsheets in the file has # prefixed with it except for the following:
                                                                                                                            • Add Phones
                                                                                                                            • Move Phones to Location
                                                                                                                            • Register Phones
                                                                                                                            • Modify Phone Features
                                                                                                                            Step 5   In the Add Phones spreadsheet, delete ## in the first entry of the spreadsheet (column A - 1st row) and perform the following to add phones:
                                                                                                                            • Delete # from each row where you will enter the phone details.
                                                                                                                            • Enter the Provider Name.
                                                                                                                            • Enter the MAC address of the device.
                                                                                                                            • Enter the Device Name (optional).
                                                                                                                            • Enter the Phone Type.
                                                                                                                            • Enter N for the Configuration template.
                                                                                                                            • Enter all the other mandatory fields marked RED in the header column.
                                                                                                                            Step 6   In the Move Phones to Location spreadsheet, delete ## in the first entry of the spreadsheet (column A - 1st row) and perform the following to move phones to location:
                                                                                                                            • Delete # from each row that you will enter the phone details.
                                                                                                                            • Enter the Provide Name.
                                                                                                                            • Enter the Reseller Name.
                                                                                                                            • Enter the Customer Name.
                                                                                                                            • Enter the Division Name (optional).
                                                                                                                            • Enter the Location Name (optional).
                                                                                                                            • Enter the MAC address of the device.
                                                                                                                            • Enter the Device Name (optional)
                                                                                                                            • Enter the Phone Type.
                                                                                                                            • Enter the Button Template.
                                                                                                                            • Enter the Old Reseller Name.
                                                                                                                            • Enter the Old Customer Name.
                                                                                                                            • Enter all the other mandatory fields marked RED in the header column.
                                                                                                                            Step 7   In the Register Phones spreadsheet, delete ## in the first entry of the spreadsheet (column A - 1st row) and perform the following steps to register the phones.
                                                                                                                            • Delete # from each row where you will enter the phone details.
                                                                                                                            • Enter the Provide Name.
                                                                                                                            • Enter the Reseller Name.
                                                                                                                            • Enter the Customer Name.
                                                                                                                            • Enter the Division Name.
                                                                                                                            • Enter the Location Name.
                                                                                                                            • Enter the MAC address of the device.
                                                                                                                            • Enter the Device Name (optional).
                                                                                                                            • Enter the Phone Type.
                                                                                                                            • Enter the SIP Profile as Standard SIP Profile.
                                                                                                                            • Enter the Device Pool as RSMSimPhone_DP.
                                                                                                                            • Enter the Phone Button template as Standard 7941G-GE SIP.
                                                                                                                            • Enter the Feature Group.
                                                                                                                            • Enter Line1 as the DN of the SimPhone.
                                                                                                                            • Enter the Phone Locale as Auto.
                                                                                                                            • Enter the Line 1 Feature 8 as 2 (It is Max Calls).
                                                                                                                            • Enter the Line 1 Feature 9 as 1 (It is Busy Trigger).
                                                                                                                            • Enter all the other mandatory fields marked RED in the header column.
                                                                                                                            Step 8   In Modify Phone Features spreadsheet, delete ## in the first entry of the spreadsheet (column A - 1st row) and perform the following steps to set the features of the device.
                                                                                                                            • Delete # from each row where you will enter the phone details.
                                                                                                                            • Enter builtInBridgeStatus = Off on the Phone feature1 column.
                                                                                                                            • Enter all other values (optional).
                                                                                                                            • Enter all the other mandatory fields marked RED in the header column.
                                                                                                                            Step 9   Save the .XLS file.
                                                                                                                            Step 10   Navigate to General Tools > Bulk Load Tools.
                                                                                                                            Step 11   Click Schedule new job.
                                                                                                                            Step 12   Click Browse to find the appropriate .XLS file, and click Submit.
                                                                                                                            Step 13   Click the File Name (6 CUCDM810 VS P1 LocationAdmin(Formula Loader)v1 18(VS OPS)) which shows Scheduled.

                                                                                                                            This can take several minutes.

                                                                                                                            Step 14   Navigate to Location Administration > Phone Inventory to verify if the phone was added successfully.
                                                                                                                            Note    To add monitoring calling search space for all the sim phones, perform the instructions of step 5 mentioned in Create Simphone Device.

                                                                                                                            Set Up the Login Pool Simphone

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

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

                                                                                                                            Follow this procedure to associate a pguser.

                                                                                                                            Procedure
                                                                                                                              Step 1   Log in to the Cisco UCDM.
                                                                                                                              Step 2   Choose Location Administration > Phone Management.
                                                                                                                              Step 3   Select provider and correct location.
                                                                                                                              Step 4   Select the first Simphone and select Contact Center Agent Line under Common Line Settings For Line 1.
                                                                                                                              Step 5   Click Modify.

                                                                                                                              Steps 4 and 5 has to be repeated for the first five simphones.


                                                                                                                              Create RSM Application User

                                                                                                                              You must create an application user named rsmuser on Unified Communications Manager cluster for RSM. The rsmuser must be associated with all simphones in the cluster (with the exception of simphones in the login pool). It must also be associated with all agent phones that RSM can monitor.

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


                                                                                                                              Note


                                                                                                                              • For 4000 Agent Deployment, create two Application Users (rsmuser1 for first Cluster and rsmuser2 for second cluster).
                                                                                                                              • Whenever a new non-login-pool simphone or agent device is created, it must be associated with the RSM user.

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

                                                                                                                              Procedure
                                                                                                                                Step 1   Navigate to Network > PBX Devices.
                                                                                                                                Step 2   Select the provider.
                                                                                                                                Step 3   Click Application Users against the appropriate Unified Communications Manager cluster.
                                                                                                                                Step 4   Click Add.
                                                                                                                                Step 5   Under Add Application User, enter the Username used by RSM to connect to the specified UCM servers in the cluster.

                                                                                                                                For more information, see Configure Cisco RSM for 500 and 1000 Agent Deployment or Set RSM Configuration Settings for 4000 Agent Deployment.

                                                                                                                                Step 6   Enter the description (optional) field.
                                                                                                                                Step 7   Enter a password and confirm the password.
                                                                                                                                Step 8   Click Add.
                                                                                                                                Step 9   Login to Cisco Unified CM Administration, select the Application User and add these roles from the Permissions Information window and Click Save.
                                                                                                                                • Standard CTI Allow Call Monitoring
                                                                                                                                • Standard CTI Allow Control of All Devices
                                                                                                                                • Standard CTI Enabled
                                                                                                                                Step 10   Click the application user you had added.
                                                                                                                                Step 11   Click Associated Devices.
                                                                                                                                Step 12   Select the remaining simphones that are not associated to the pguser. Also, select the other agent phones that will be monitored by the RSM supervisor.
                                                                                                                                Step 13   Click Submit.

                                                                                                                                Configure Cisco RSM for 4000 Agent Deployment

                                                                                                                                Configure the Cisco RSM (Remote Silent Monitoring) Server for 4000 agent deployment in the distributed mode, in the following order:

                                                                                                                                Set RSM Configuration Settings for 4000 Agent Deployment
                                                                                                                                Procedure
                                                                                                                                  Step 1   Complete the Mail Server configuration settings:
                                                                                                                                  1. Choose Start > CiscoRSM > RSM Configuration Manager.
                                                                                                                                  2. Check Send Email Alert check box.
                                                                                                                                  3. Enter the Host Name/IP address of the mail server in Mail Server Host Name/IP text box.
                                                                                                                                  4. Enter the email port number in Port text box.
                                                                                                                                  5. Enter the sender email ID in Sender Email Address text box.
                                                                                                                                  6. Enter the receiver email ID in Receiver Email Address text box.
                                                                                                                                  7. Click Next.
                                                                                                                                  Step 2   Complete the Miscellaneous configuration settings:
                                                                                                                                  1. Enter 1800 in Problem Call Minimum Duration text box.
                                                                                                                                  2. Enter 4 in Problem Call Min Holds text box.
                                                                                                                                  3. Enter 3600 in Max Stale Call Duration text box.
                                                                                                                                  4. Set blank value for CTI OS Trace Mask.
                                                                                                                                  5. Select INFO from the Log Level drop down list for VL Engine.
                                                                                                                                  6. Enter 8080 in HTTP Listen Port text box for VL Engine.
                                                                                                                                  7. Enter 480 in the Audio Buffer Len To VRU text box for PhoneSim.
                                                                                                                                    Note    The default value of Audio Buffer Len to VRU is 160, for CVP environment the value is set to 480.
                                                                                                                                  8. Select INFO from the Log Level drop down list for PhoneSim.
                                                                                                                                  9. Enter 29001 in HTTP Listen Port text box for PhoneSim.
                                                                                                                                  10. Enter 29554 in RTSP Listen Port text box for PhoneSim.
                                                                                                                                  11. Select the RTSP u-law for Audio Encoding from the drop down list for Phonesim.
                                                                                                                                  12. Select No from the Do HTTP Chunked Transfers drop down list for PhoneSim.
                                                                                                                                  13. Enter the IP Address of RSM server in the Host Data IP text box.
                                                                                                                                  14. Click Next.
                                                                                                                                  Step 3   Define first Cluster configuration settings:

                                                                                                                                  These settings are used to configure the Unified Communications Manager cluster with the agents to be monitored by RSM.

                                                                                                                                  1. Click Add Cluster
                                                                                                                                  2. Enter a cluster name in ClusterN_Name text box.
                                                                                                                                    Note   

                                                                                                                                    Name should be alphanumeric.

                                                                                                                                  3. Enter 5 in No. of Login Pool Simphones text box.
                                                                                                                                  4. Enter 60 in No. of Monitoring Phones text box. (this is to monitor 60 concurrent).
                                                                                                                                  5. Enter 5000 in the Peripheral ID text box.
                                                                                                                                  6. Enter the rsmuser1 in JTAPI Username text box.
                                                                                                                                  7. Enter the rsmuser1 password in JTAPI Password text box.
                                                                                                                                  8. Enter the first MAC address to use for auto-generation of MAC range for simphone device names in Start MAC Range text box.
                                                                                                                                  9. Enter the first extension number to use for auto-generation of line extension range for simphone DNs in Start Line Num Range text box.
                                                                                                                                    Note   
                                                                                                                                    1. Line extension ranges must not overlap between clusters. Correlates to ClusterN_PhoneSim_StartMACRange value.
                                                                                                                                    2. The Start Line Num Range should be between 4 to 6 digits.
                                                                                                                                  10. Select TCP from the SIP Transport drop down list.
                                                                                                                                  11. Click Next.
                                                                                                                                  Step 4   Define Unified Communications Manager configuration settings for first cluster:
                                                                                                                                  1. Enter the host name / IP address of CUCM1 server(Subscriber1) in Host Name/IP text box.
                                                                                                                                  2. Enter CUCM1 port as 5060 in Port text box.
                                                                                                                                  3. Enter the host name / IP address of CUCM2 server(Subscriber 2) in Host Name/IP text box.
                                                                                                                                  4. Enter CUCM2 port as 5060 in Port text box.
                                                                                                                                  5. Click Next.
                                                                                                                                  Step 5   Define CTIOS configuration settings for the first cluster:
                                                                                                                                  1. Enter the host name / IP address of Agent PG 1A in CTIOS 1A Host Name/IP.
                                                                                                                                  2. Enter 42028 in CTIOS 1A Port text box.
                                                                                                                                  3. Enter the host name / IP address of Agent PG 1B in CTIOS 1B Host Name/IP.
                                                                                                                                  4. Enter 42028 in CTIOS 1B Port text box.
                                                                                                                                  5. Click Next.
                                                                                                                                  Step 6   Define second Cluster configuration settings:

                                                                                                                                  These settings are used to configure the Unified Communications Manager cluster with the agents to be monitored by RSM.

                                                                                                                                  1. Click Add Cluster
                                                                                                                                  2. Enter a cluster name in ClusterN_Name text box.
                                                                                                                                    Note   

                                                                                                                                    Name should be alphanumeric.

                                                                                                                                  3. Enter 5 in No. of Login Pool Simphones text box.
                                                                                                                                  4. Enter 60 in No. of Monitoring Phones text box. (this is to monitor 60 concurrent).
                                                                                                                                  5. Enter 5001 in the Peripheral ID text box.
                                                                                                                                  6. Enter the rsmuser2 in JTAPI Username text box.
                                                                                                                                  7. Enter the rsmuser2 password in JTAPI Password text box.
                                                                                                                                  8. Enter the first MAC address to use for auto-generation of MAC range for simphone device names in Start MAC Range text box.
                                                                                                                                  9. Enter the first extension number to use for auto-generation of line extension range for simphone DNs in Start Line Num Range text box.
                                                                                                                                    Note   
                                                                                                                                    1. Line extension ranges must not overlap between clusters. Correlates to ClusterN_PhoneSim_StartMACRange value.
                                                                                                                                    2. The Start Line Num Range should be between 4 to 6 digits.
                                                                                                                                  10. Select TCP from the SIP Transport drop down list.
                                                                                                                                  11. Click Next.
                                                                                                                                  Step 7   Define Unified Communications Manager configuration settings for the second cluster:
                                                                                                                                  1. Enter the host name / IP address of CUCM1 server(Subscriber 3) in Host Name/IP text box.
                                                                                                                                  2. Enter CUCM1 port as 5060 in Port text box.
                                                                                                                                  3. Enter the host name / IP address of CUCM2 server(Subscriber 4) in Host Name/IP text box.
                                                                                                                                  4. Enter CUCM2 port as 5060 in Port text box.
                                                                                                                                  5. Click Next.
                                                                                                                                  Step 8   Define CTIOS configuration settings for the second cluster:
                                                                                                                                  1. Enter the host name / IP address of Agent PG 2A in CTIOS 1A Host Name/IP.
                                                                                                                                  2. Enter 42028 in CTIOS 1A Port text box.
                                                                                                                                  3. Enter the host name / IP address of Agent PG 2B in CTIOS 1B Host Name/IP.
                                                                                                                                  4. Enter 42028 in CTIOS 1B Port text box.
                                                                                                                                  5. Click Next.
                                                                                                                                  Step 9   Check Start PhoneSim Service and Start VLEngine Service check boxes.
                                                                                                                                  Step 10   Click Finish.

                                                                                                                                  Configure Cisco RSM for A-Law Codec

                                                                                                                                  Configure RSM

                                                                                                                                  For more information about configuring Cisco RSM, see Configure RSM.


                                                                                                                                  Note


                                                                                                                                  Ensure that you select rtsp-alaw for Miscellaneous configuration settings (Step 2-k) in RSM configuration.


                                                                                                                                  Configure Gateway

                                                                                                                                  For more information, see Configure Gateway.

                                                                                                                                  Configure Unified CVP

                                                                                                                                  For more information, see Configure Unified CVP.

                                                                                                                                  Configure Unified Communications Manager
                                                                                                                                  Configure Service Parameters

                                                                                                                                  For more information, see Configure Unified Communications Manager.

                                                                                                                                  Configure Region
                                                                                                                                  Procedure
                                                                                                                                    Step 1   Navigate to System > Region Information > Region.
                                                                                                                                    Step 2   Select the region name as RSMSimPhone.
                                                                                                                                    Step 3   Add relationships with agent phones to the regions in your environment.
                                                                                                                                    Note   

                                                                                                                                    Ensure that calls between simphones and agent phones use the G.711 codec.

                                                                                                                                    Step 4   Click Save.