Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 10.0(1)
Staging prerequisites
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Staging Prerequisites

Staging Prerequisites

System Design Specification

Before you begin the Unified ICM staging process, ensure that an Unified ICM/Cisco Unified Contact Center Enterprise System Design Specification is created and approved.

Persons creating and approving this specification must be familiar with the following:

  • Windows Operating System
    • AD
    • Security concepts
    • Network configuration and operation
  • SQL Server
    • Enterprise Manager
    • Query Analyzer
    • SQL scripting
  • Unified ICM/Cisco Unified Contact Center Enterprise
    • Unified ICM/Cisco Unified Contact Center Enterprise Nodes (Router, Logger, Administration & Data Server, PGs)
    • HDS Schema knowledge
    • Deployment models
    • The appropriate release of theUnified CCE Software Compatibility Matrix and Cisco Unified Contact Center Enterprise Design Guide

The System Design Specification must contain the following specifications:

  • Description of Unified ICM Sites and Nodes
  • Data Communications Infrastructure
  • Event Notification and Remote Access Points
  • Naming Conventions
  • IP Addressing Scheme
  • AD Plan, including:
    • AD Sites
    • Global Catalog Servers
    • Domain Controllers
    • Trust Relationships
    • Domain Members
    • Standalone Servers
    • Time Source
  • DNS Plan (follow Microsoft's Best Practices), including:
    • DNS Servers and Clients
    • DNS Forward and Reverse Lookup Zones and Records
  • System Diagrams
  • Configuration Settings, including:
    • Physical Controller IDs
    • Logical Controller IDs
    • Peripheral Controller IDs
  • Third-party Host Forms – A section containing the detailed build information for each server containing the entries and values for fields which are different from defaults presented during third-party software installation and setup. Some examples of this information include: Network Card configuration and binding order, Drive Partitioning Information, System Properties and passwords.

Platform Hardware and Software

During the System Design phase of the Unified ICM/CCE & Hosted deployment, you define the hardware specifications, virtualization environment, and third-party software requirements. For supported third-party software, see the Compatibility Matrix for Unified CCE. For information about Unified ICM/CCE & Hosted virtualized systems, see the Virtualization for Unified CCE page on the DocWiki.

Set Staging Environment

Procedure
    Step 1   Stage all computers in racks or on a work surface.
    Step 2   Ensure that all software CDs, driver software, and documentation is in the work area.
    Step 3   Ensure that you have all software license numbers available.
    Step 4   Ensure that the Unified ICM network is in place and tested.

    Check that:

    • All LAN switches are configured for required subnets per the System Design Specification
    • All IP Routers are configured as required
    • There is IP connectivity between all subnets
    • Required ethernet connections are in place between ICM software servers and LAN switches
    • Required packet prioritization is configured on IP Routers
    Step 5   Ensure that assigned engineers follow the specifications in theCisco Unified Contact Center Enterprise Design Guide, the Virtualization for Unified CCE, and the Compatibility Matrix for Unified CCE pages on the DocWiki.