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

Preface

Change History

This table lists and links to changes made to this guide and gives the dates those changes were made. Earliest changes appear in the bottom rows.

Change Date
Updated to include support for Active Directory Windows Server 2012 March 25, 2014

Purpose

This document contains system diagrams, staging steps and sample test cases for supported models of Unified ICM/CCE & Hosted. The supported models are:

  • Dedicated Forest/Domain Model
  • Child Domain Model
  • Hosted Network Applications Manager (NAM)/ Customer ICM (CICM) Model

Note


This document is for the individuals responsible for staging deployments of Cisco contact centers. Individuals must be trained on the use and functions of Unified ICM/CCE & Hosted as well as Windows Server, Active Directory (AD), and DNS. This document does not provide detailed Cisco Unified Intelligent Contact Management Enterprise (Unified ICM), Hosted NAM/CICM, or Windows Server specific information. You can find this information elsewhere in specific documentation from Cisco or Microsoft.

Note


This guide uses the term “Unified ICM” to generically refer to Unified Contact Center Enterprise/Hosted (Unified CCE/CCH) and Cisco Unified Intelligent Contact Management Enterprise/Hosted.


Audience

Individuals utilizing this document must have knowledge and experience with the following tools/software/hardware to stage the system software as described in this document:

  • Hosted NAM/CICM Model
  • Cisco Unified ICM Scripting and Configuration Tools
  • Third-party software (if installed)
  • Windows Server and Windows Active Directory administration
  • Microsoft SQL Server administration

Organization of this Guide

Chapter

Description

Chapter 1: About Active Directory for Unified ICM

Provides an overview of AD, the benefits of using it, and the versions supported by Unified ICM/CCE & Hosted.

Chapter 2: Domain Requirements and Supported Topologies

Provides the domain and AD requirements for Unified ICM/CCE & Hosted. Discusses Unified ICM/CCE & Hosted requirements for Group Policy in AD, DNS requirements, and the supported domain topographies. Provides the steps necessary to configure AD sites, assign the Global Catalog and FSMO roles, configure the time source, change domain controllers to Native mode, and configure the DNS server on the forest root domain controller.

Chapter 3: About Organizational Units

Covers Organizational Units (OU), the OU hierarchy, the Cisco Root OU, Facility and Instance OUs, and how they relate to Unified ICM/CCE & Hosted.

Chapter 4: User Migration Tool

Provides information on and how to use the User Migration Tool.

Chapter 5: Service Account Manager

Provides information on and how to use the Service Account Manager (SAM).

Chapter 6: About Web Setup and Active Directory

Covers how to prepare to work with AD; how the Web Setup, the Domain Manager, and the OU hierarchy relate; and a listing of the functions of the Domain Manager.

Chapter 7: About the Domain Manager

Discusses the theory of operation and use of the Domain Manager.

Chapter 8: Handling the User List Tool and Agent Explorer in Multi-Instance Situations

Discusses the LimitUserAssociationByInstance registry key and its ability to restrict associating or adding a duplicate user to multiple instances.

Chapter 9: About Staging Prerequisites

Discusses system design specification, the hardware and software platform requirements, and how to set the staging environment.

Chapter 10:

Provides the information necessary to stage a Windows Server system in preparation prior to installing Unified ICM/CCE & Hosted.

Chapter 11: About Microsoft SQL Server Staging

Provides the information necessary to properly stage a system in preparation for installing SQL Server.

Appendix A:

Discusses the steps required to install the Domain Controller on Windows Server.

Appendix B: Moving the Cisco Root OU

Provides the necessary information and steps required to move the Cisco Root OU from one OU to another within the same domain.

Related Documents

Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well as related documentation, is accessible from Cisco.com at: http:/​/​www.cisco.com/​cisco/​web/​psa/​default.html.

Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), Cisco Agent Desktop (CAD), Cisco Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP), Cisco Unified IP IVR, and Cisco Unified Intelligence Center.

Important:

You must also read and follow the guidelines set forth in the document Security Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted available on www.cisco.com (http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​prod_​technical_​reference_​list.html), before staging your Windows Server environment. The Security Best Practices document contains important guidelines for creating a secure Windows Server environment.

Product Naming Conventions

In this release, the product names defined in the table below changed. The New Name (long version) is reserved for the first instance of that product name and in all headings. The New Name (short version) is used for subsequent instances of the product name.


Note


This document uses the naming conventions provided in each GUI, which means that in some cases the old product name is in use.

Old Product Name

New Name (long version)

New Name (short version)

Cisco IPCC Enterprise Edition

Cisco Unified Contact Center Enterprise

Unified CCE

Cisco IPCC Hosted Edition

Cisco Unified Contact Center Hosted

Unified CCH

Cisco Intelligent Contact Management (ICM) Enterprise Edition

Cisco Unified Intelligent Contact Management Enterprise

Unified ICME

Cisco Intelligent Contact Management (ICM) Hosted Edition

Cisco Unified Intelligent Contact Management Hosted

Unified ICMH

Cisco CallManager/Cisco Unified CallManager

Cisco Unified Communications Manager

Unified CM

Documentation and Support

To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at: http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html.

You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updates directly to an RSS reader on your desktop. The RSS feeds are a free service. Cisco currently supports RSS Version 2.0.

Field Alerts and Field Notices

Note that Cisco products may be modified or key processes may be determined important. These are announced through use of the Cisco Field Alert and Cisco Field Notice mechanisms. You can register to receive Field Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive announcements by selecting all products of interest.

Log into www.cisco.com; then access the tool at: http:/​/​www.cisco.com/​cisco/​support/​notifications.html

Documentation Feedback

To provide comments about this document, send an email message to the following address: contactcenterproducts_​docfeedback@cisco.com

We appreciate your comments.

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.
  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
  • For emphasis. Example: Do not use the numerical naming convention.
  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)
  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.
  • A character string that the user enters but that does not appear on the window such as a password.