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.
Updated to include support for Active
Directory Windows Server 2012
March 25, 2014
This document contains
system diagrams, staging steps and sample test cases for supported models of
Unified ICM/CCE & Hosted. The supported models are:
Child Domain Model
Applications Manager (NAM)/ Customer ICM (CICM) Model
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.
This guide uses the
term “Unified ICM” to generically refer to Unified Contact Center
Enterprise/Hosted (Unified CCE/CCH) and Cisco Unified Intelligent Contact
this document must have knowledge and experience with the following
tools/software/hardware to stage the system software as described in this
Cisco Unified ICM
Scripting and Configuration Tools
software (if installed)
Windows Server and
Windows Active Directory administration
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.
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.
documentation for these Cisco Unified Contact Center Products, go to
and Unified Communications, then click
Customer Collaboration, then click
Unified Contact Center Products or
Unified Voice Self-Service Products, then click the product/option
you are interested in.
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
uses the naming conventions provided in each GUI, which means that in some
cases the old product name is in use.
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
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