Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 10.0(1)
Installation
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Installation

Contents

Installation

Installation task flow

This section lists the installation tasks for a Unified CCE contact center solution.

Installation procedures for Unified CCE components appear later in this chapter. For the non-Unified CCE components in your solution, follow the links in the table to access the installation guides for those components.

For the Unified CCE components, the sequence you follow can vary according to the distribution of Unified CCE components on virtual machines.

Task See

Ensure that virtual machines are ready for installation

Set up virtual machines for installation

Install Unified Communications Manager

Installing Cisco Unified Communications Manager

Install Unified CCE components (Router, Logger, Administration & Data Servers, peripherals)

Install Unified CCE component software

Install Outbound Option

Create Outbound Option database

and then see

Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted

Install CTI OS Server

or

Cisco Agent Desktop Server

or

Install Finesse

CTI OS System Manager Guide for Cisco Unified ICM/​Contact Center Enterprise & Hosted

or

Cisco CAD Installation Guide

or

Cisco Finesse Server Installation

Install Remote Silent Monitor

Cisco Remote Silent Monitoring Installation and Administration Guide

(If deployment does not use Finesse)

Install CTI OS Agent Desktops

or

Install Cisco Agent Desktops

CTI OS System Manager Guide for Cisco Unified ICM/​Contact Center Enterprise & Hosted

or

Cisco CAD Installation Guide

Install Cisco Unified Intelligence Center

Installation and Upgrade Guide for Cisco Unified Intelligence Center

Install Cisco Unified Customer Voice Portal (Unified CVP) 1

Installation and Upgrade Guide for Cisco Unified Customer Voice Portal

Install Unified Contact Center Management Portal (Unified CCMP)

Installation Guide for Cisco Unified Contact Center Management Portal

Install CRM connectors

Cisco Unified CRM Connector Implementation and Administration Guide for Microsoft CRM, Oracle PeopleSoft and Salesforce.com

and

Installation and Configuration Guide Cisco Unified CRM Connector for SAP

Install Cisco Unified Web and E-Mail Interaction Manager

Cisco Unified Web and E-Mail Interaction Manager Installation Guide

Install Cisco SocialMiner

Cisco SocialMiner User Guide

Install Cisco MediaSense

Installation and Administration Guide for Cisco MediaSense

1 If you are using IP IVR for self-service and queueing, see Getting Started with Cisco Unified IP IVR.

Installation tasks

The following section provides instructions about installing Unified CCE components. For instructions about installing non-Unified CCE components in a Unified CCE solution, see the links to component-specific documents in the Installation task flow.

Set up virtual machines for installation

Validate network adapter settings and power on

Procedure
    Step 1   Select the virtual machine (VM) in the vSphere client. Right-click the VM and choose Edit settings.
    Step 2   On the Hardware tab, select each network adapter. Make sure that Connect at power on in the Device Status group is checked.
    Step 3   Under Network Connection, select the applicable network connection from the Network label drop-down list, as follows:
    • Network adapter 1 = Public
    • Network adapter 2 = Private
    Note   

    Certain VMs do not require a private network connection. The OVAs for those VMs do not create a second network adapter.

    Step 4   Close the dialog box.
    Step 5   If this is the first time the VM is powered up, power on the VM and wait for the VM to restart and to apply customization. The restart can take 5–10 minutes.
    Important: Do not press Ctrl-Alt-Delete. If you press Ctrl-Alt-Delete after powering on, the customization does not take effect which requires completing the customization manually. For more information, see Recover from Pressing Ctrl-Alt-Del During Power-On.

    Configure network cards

    Procedure
      Step 1   In the vSphere client, select Start, right-click Network, and select Properties.
      Step 2   Click Change adapter settings.
      Step 3   Rename the Local Area Connection to visible for the Public network card.
      Step 4   Rename the Local Area Connection 2 to private for the Private network card.
      Step 5   On the Network Connections page, press Alt-F to display the Advanced menu.
      Step 6   From the Advanced menu, select Advanced Settings.
      Step 7   Under Adapters and Bindings, sort the connections so that visible is on top, and click OK.

      Configure Private Ethernet Card

      Procedure
        Step 1   Right-click private and select Properties.
        Step 2   Uncheck Client for Microsoft Networks.
        Step 3   Uncheck File and Printer Sharing for Microsoft Networks.
        Step 4   Uncheck Internet Protocol Version 6 (TCP/IPV6).
        Step 5   Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.
        1. Remove the IP Address for the Default Gateway.
        2. Remove the IP Address for the Preferred DNS server.
        3. Remove the IP Address for the Alternate DNS server.
        Step 6   Click the Advance button. Open the DNS tab. Uncheck Register this connection's addresses in DNS.
        Step 7   Add an entry for the private IP address. Append a suffix such as p to the hostname for this IP, to identify it as private.
        Step 8   Click OK twice. Then, click Close.

        Configure Visible Ethernet Card

        Procedure
          Step 1   Right-click public and select Properties.
          Step 2   Check Client for Microsoft Networks.
          Step 3   Check File and Printer Sharing for Microsoft Networks.
          Step 4   Uncheck Internet Protocol Version 6 (TCP/IPV6).
          Step 5   Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.
          Step 6   Confirm the Public IP address, Subnet mask, Default gateway and Preferred DNs server, and click Advanced.
          Step 7   On the Advanced tab, enter the high public addresses.
          Step 8   On the DNS tab, in the DNS suffix for this connection field, enter the name of the local DNS zone for the server and check Register this connection's addresses in DNS.
          Step 9   If the server requires access to resources in a different trusting or trusted domain or DNS zone, select Append these DNS suffixes (in order) and enter the local DNS zone for the server first, and then add the other secondary zones that represent the trusting or trusted domain.

          Install Unified CCE component software

          Procedure
            Step 1   Open the ICM-CCE-CCHInstaller and click Next.
            Step 2   Select Fresh Install and click Next.

            The installer program proceeds through a series of screens on which you specify information.

            Note   

            If you are installing a Unified CCE Logger and intend to deploy Outbound Option, select the Enable Outbound Option box as you progress through the Add Logger screens.

            Step 3   Reboot the server when the upgrade is complete.

            Set up Organizational Units

            Add a domain

            Use the Domain Manager tool to add a domain.
            Procedure
              Step 1   Open the Domain Manager tool and under Domains, click Select.
              Step 2   You can add domains through the Select Domains dialog box, or you can add a domain manually if the target domain cannot be detected automatically.

              To add domains by using the controls in the Select Domains dialog box:

              1. In the left pane under Choose domains, select one or more domains.
              2. Click Add to add the selected domains, or click Add All to add all the domains.

              To add a domain manually:

              1. In the field under Enter domain name, enter the fully qualified domain name to add.
              2. Click Add.
              3. Click OK.

              What to Do Next

              Add the Cisco root, facility, and instance Organizational Units.

              Add Organizational Units

              Use the Domain Manager tool to create the Cisco root Organizational Unit (OU) for a domain, and then create the facility and instance OUs.

              The system software always uses the root OU named Cisco_ICM. You can place the Cisco_ICM OU at any level within the domain where the Unified ICM Central Controller is installed. The system software components locate the root OU by searching for this name.

              The user who creates the Cisco Root OU automatically becomes a member of the Setup Security Group for the Cisco Root OU. In effect, this user is granted privileges to all Unified CCE tasks in the domain.

              Procedure
                Step 1   Open the Domain Manager tool and log in to an administrator account in the domain.
                Step 2   Choose the domain.
                Step 3   If this OU is the first instance, add the Cisco_ICM root:
                1. Under Cisco root, click Add.
                2. Select the OU under which you want to create the Cisco root OU, then click OK.

                  When you return to the Domain Manager dialog box, the Cisco root OU appears either at the domain root or under the OU you selected. You can now add the facility.

                Step 4   Add the facility OU:
                1. Select the Cisco Root OU under which you want to create the facility OU.
                2. In the right pane, under Facility, click Add.
                3. Enter the name for the Facility, and click OK.
                Step 5   Add the instance OU:
                1. Navigate to and select the facility OU under which you want to create the instance OU.
                2. In the right pane, under Instance, click Add.
                3. Enter the instance name and click OK.
                Step 6   Click Close.

                Add users to security groups

                To add a domain user to a security group, use this procedure. The user is then granted the user privileges to the functions that are controlled by that security group.

                Procedure
                  Step 1   Open the Domain Manager tool and select the Security Group you want to add a user to.
                  Step 2   Under Security group, click Members.
                  Step 3   Under Users, click Add.
                  Step 4   Select the domain of the user you want to add.
                  Step 5   (Optional) In the Optional Filter field, choose to further filter by the Name or User Logon Name, apply the search condition, and enter the search value.
                  Step 6   Click Search.
                  Step 7   Select the member you want to add to the Security Group from the search results.
                  Step 8   Click OK.

                  Set up Unified CCE central controller components

                  Add Unified CCE instance

                  Procedure
                    Step 1   Open the Unified CCE Web Setup tool.
                    Step 2   Sign in as a domain user with local Administrator rights.
                    Step 3   Click Instance Management, and then click Add.
                    Step 4   On the Add Instance page, from the drop-down list, choose the customer facility and instance.
                    Step 5   Enter an instance number.

                    The same instance name can occur more than once in a domain, so the instance number provides the uniqueness. The instance number must be between 0 and 24. The instance number must match for the same instance across your entire deployment. For an Enterprise (single instance) deployment, select 0 unless there are reasons to select another value.

                    Step 6   Click Save.

                    Create component databases

                    To improve database performance, Release 10 uses a reduced fill factor from previous releases for the index pages in every table of the Logger, AW, and HDS databases.

                    Create Logger database

                    Perform this procedure on the Side A and Side B Loggers.

                    Procedure
                      Step 1   Open the ICMDBA tool, and click Yes at any warnings that display.
                      Step 2   Navigate to Server > Instance.
                      Step 3   Right-click the instance name and choose Create to create the logger database.
                      Step 4   In the Select Component dialog box, choose the logger you are working on (Logger A or Logger B). Click OK.
                      Step 5   At the prompt, "SQL Server is not configured properly. Do you want to configure it now?", click Yes.
                      Step 6   On the Configure page, in the SQL Server Configurations pane check Memory (MB) and Recovery Interval. Click OK.
                      Step 7   On the Stop Server page, click Yes to stop the services.
                      Step 8   In the Select Logger Type dialog box, choose Enterprise. Click OK to open the Create Database dialog box.
                      Step 9   Create the Logger database and log as follows:
                      1. In the DB Type field, choose the Side (A or B).
                      2. In the region field, choose your region.
                      3. In the Storage pane, click Add.
                      4. In the Create Database dialog box, click Add to open the Add Device dialog box.
                      5. Click Data.
                      6. Choose the drive on which you want to create the database, for example, the E drive.
                      7. In the Size field, choose the default setting or, if you calculated an appropriate size for your deployment, enter that value.
                      8. Click OK to return to the Create Database dialog box.
                      9. Click Add again.
                      10. In the Add Device dialog box, click Log.
                      11. Choose the drive where you created the database.
                      12. In the Size field, choose the default setting or, if you calculated an appropriate size for your deployment, enter that value.
                      13. Click OK to return to the Create Database dialog box.
                      Step 10   In the Create Database dialog box, click Create, then click Start.
                      Step 11   When you see the successful creation message, click OK and then Close.

                      Create Outbound Option database

                      Outbound Option uses its own SQL database on the Logger. Perform the following procedure on the Side A Logger only.

                      After you complete this procedure, see Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted.

                      Procedure
                        Step 1   Open the ICMDBA tool and click Yes to any warnings.
                        Step 2   Navigate to Servers > <Logger Server> > Instances > <Unified CCE instance> > LoggerA. Right-click the instance name and select Database > Create.
                        Step 3   On the Stop Server message, click Yes to stop the services.
                        Step 4   In the Create Database dialog box, click Add to open the Add Device dialog box. Click Data, and choose the E drive. Leave the DB size with default value and click OK to return to the Create Database dialog box.
                        Step 5   In the Add Device dialog box, click Log. Choose the desired drive. Leave the log size field with default value, and click OK to return to the Create Database dialog box.
                        Step 6   In the Create Database dialog box, click Create, and then click Start. When you see the successful creation message, click OK and then click Close.

                        Add components to Unified CCE instance

                        Add Logger component to instance

                        Perform this procedure on the Side A and Side B Loggers.

                        Procedure
                          Step 1   Open the Web Setup tool.
                          Step 2   Choose Component Management > Loggers. Click Add, and then choose the instance.
                          Step 3   On the Deployment page, select the Logger (A or B). Click Duplexed, and then click Next.
                          Step 4   On the Central Controller Connectivity page, enter the host names for Sides A and B for the Router Private Interface and Logger Private Interface. Then, click Next.
                          Step 5   On the Additional Options page, click Display Database Purge Configuration Steps.
                          Step 6   Select the Enable Outbound Option box if you are installing a Unified CCE Logger and intend to deploy Outbound Option.
                          Step 7   If an external AW-HDS-DDS exists in the deployment, check Enable Historical/Detail Data Replication. If no external AW-HDS-DDS exists in the deployment, leave Enable Historical/Detail Data Replication unchecked.
                          Step 8   Check Display Database Purge Configuration Step, and click Next.
                          Step 9   On the Data Retention page, modify the Database Retention Configuration table:
                          1. For these tables, set the retention period to 40 days:
                            • Application_Event
                            • Event
                            • Network_Event
                            • Route_Call_Detail
                            • Route_Call_Variable
                            • Termination_Call_Detail
                            • Termination_Call_Variable
                          2. Accept the default settings for all other tables. If your contact center requires access to any of that data for a longer period, enter an appropriate value.
                          Step 10   Click Next.
                          Step 11   On the Data Purge page, configure purges for a day of the week and a time when there is low demand on the system.
                          Step 12   Accept the default Automatic Purge at Percent Full.
                          Step 13   Click Next.
                          Step 14   Review the Summary page, and click Finish.

                          Add Router component to instance

                          Perform this procedure for Side A and Side B Routers.

                          Procedure
                            Step 1   Open the Web Setup tool.
                            Step 2   Select Component Management > Routers.
                            Step 3   Click Add to set up the Call Router.
                            Step 4   In the Deployment dialog box, click the appropriate Side.
                            Step 5   Click Duplexed and the click Next.
                            Step 6   In the Router Connectivity dialog box, configure the Private Interface and Public (Visible) Interfaces. Click Next.
                            Step 7   In the Enable Peripheral Gateways dialog box, enter 1-2 in the Enable Peripheral Gateways field. Click Next.
                            Step 8   In the Router Options dialog box, check the Enable Quality of Service (QoS) check box, and then click Next. This step applies to Side A only.
                            Step 9   In the Router Quality of Service window, click Next.
                            Step 10   In the Summary dialog box, make sure that the Router summary is correct, then click Finish.

                            Add Administration & Data Server component to instance

                            Follow this procedure for all types of Administration & Data Servers:

                            • Configuration-Only Administration Server—Supports configuration changes only. Does not support reporting.
                            • Administration Server and Realtime Data Server (AW)—Supports configuration changes and real-time reporting. Does not support historical reporting.
                            • Administration Server, Realtime and Historical Data Server, and Detail Data Server (AW-HDS-DDS)—Supports configuration and real-time and historical reporting, including call detail and call variable data.

                            Not all fields apply to all server types.


                            Note


                            Data from the Config_Message_Log table is replicated from the Logger database to the AW database; you can use the AW database for auditing purposes. When you add the Administration & Data Server component, the retention period for the Config_Message_Log table in the AW database defaults of 90 days. To change the retention period, modify the following registry key: Cisco Systems, Inc.\ICM\<instancename>\Distributor \RealTimeDistributor\CurrentVersion\Recovery\CurrentVersion\Purge\Retain\System\ConfigMessageLog.


                            Procedure
                              Step 1   Open the Web Setup tool.
                              Step 2   Select Component Management > Administration & Data Servers. Click Add.
                              Step 3   On the Deployment page, choose the current instance.
                              Step 4   On the Add Administration & Data Servers page, configure as follows:
                              1. Click Enterprise.
                              2. Select the deployment size:
                                Administration & Data Server type Choose

                                Administration Server and Real-Time Data Server (AW)

                                Configuration-Only Administration Server

                                Administration Server, Real-Time and Historical Data Server, and Detail Data Server (AW-HDS-DDS)

                                Small to Medium Deployment Size

                                Administration Server and Real-Time and Historical Data Server (AW-HDS)

                                Historical and Detail Data Server (HDS-DDS)

                                Large Deployment Size
                              3. Click Next.
                              Step 5   On the Server Role in a Small to Medium Deployment or Server Role in a Large Deployment page, select one of the following options:
                              • Administration Server and Real-time Data Server (AW)
                              • Configuration-Only Administration Server
                              • Administration Server Real-time and Historical Data Server, and Detail Data Server (AW-HDS-DDS).
                              Step 6   Click Next.
                              Step 7   Designate the primary and secondary servers for Side A or Side B.

                              To designate the Side A servers, on the Administration & Data Servers Connectivity page for Side A:

                              1. Click the radio button for Primary Administration & Data Server.
                              2. In the Secondary Administration & Data Server field, enter the hostname for the Side B server.
                              3. In the Primary/Secondary Pair (Site) Name field, enter UCCE.
                              4. Click Next.

                              To designate the Side B servers, on the Administration & Data Servers Connectivity page for Side B:

                              1. Click the radio button for Secondary Administration & Data Server.
                              2. In the Primary Administration & Data Server field, enter the hostname for the Side A server.
                              3. In the Primary/Secondary Pair (Site) Name field, enter UCCE.
                              4. Click Next.
                              Step 8   On the Database and Options page, configure as follows:
                              1. In the Create Database(s) on Drive field, choose C.
                              2. The Agent Re-skilling Web Tool allows you to reassign agents to new or different skill groups. Click the Agent Re-skilling web tool to install this tool.
                              3. Check Configuration Management Service (CMS) Node.
                              4. Check Internet Script Editor (ISE) Server.
                              5. Click Next.
                              Step 9   On the Central Controller Connectivity page, configure as follows:
                              1. For Router Side A, enter the Call Server Side-A Public Interface or, for an external server, enter the IP address of the Unified CCE Call Server A.
                              2. For Router Side B, enter the Call Server Side-B Public Interface or, for an external server, enter the IP address of the Unified CCE Call Server B.
                              3. For Logger Side A, enter the Data Server Side-A Public Interface or, for an external server, enter the IP address of the Unified CCE Data Server A.
                              4. For Logger Side B, enter the Data Server Side-B Public Interface or, for an external server, enter the IP address of the Unified CCE Data Server B.
                              5. Enter the Central Controller Domain Name.
                              6. Select Central Controller Side A Preferred or Central Controller Side B Preferred.
                              7. Click Next.
                              Step 10   Review the Summary page, and then click Finish.

                              Set up Peripheral Gateways

                              To set up all the following types of Peripheral Gateways (PG), complete the procedures in this section:

                              • Cisco Unified Communications Manager PG ("CUCM PG")
                              • Voice Response Unit PG ("VRU PG")
                              • Media Routing PG ("MR PG")
                              • Unified CCE Gateway PG ("UCC Enterprise Gateway PG")

                              Configure Peripheral Gateways

                              Follow this procedure to complete the first portion of PG configuration. After this procedure, you add a peripheral to the PG; you cannot save the configuration unless there is at least one peripheral in the configuration.

                              Not all fields apply to all PG types.

                              Procedure
                                Step 1   Open the PG Explorer tool.
                                Step 2   Click Retrieve, then click Add PG.
                                Step 3   Complete the Logical Controller section as follows:
                                1. Logical Controller ID—Leave blank. This value is generated automatically when the record is saved.
                                2. Physical Controller ID—Leave blank. This value is generated automatically when the record is saved.
                                3. Name—Enter a unique enterprise name for the PG.
                                4. Client Type—Select as follows from the drop-down list:
                                  • For a CUCM PG: CUCM
                                  • For a VRU PG: VRU
                                  • For an MR PG: MR
                                  • For a UCC Enterprise Gateway PG: UCC Enterprise Gateway
                                5. Configuration Parameters—Leave blank.
                                6. Description—Enter any other information about the PG. Configuration Manager copies this value to the description fields of the logical interface controller, physical interface controller, peripheral, and (if applicable) the routing client records.
                                7. Physical Controller Description—Enter a description for the physical controller.
                                8. Primary CTI Address—Enter the address for the primary CTI server. Make this entry in the form of <IP address or server name where the CTI server is installed>: <Client Connection Port Number>.
                                9. Secondary CTI Address—Enter an address for a secondary CTI server (for duplexed systems).
                                10. Reporting Interval—Select the 15 or 30 Minute reporting interval option (default is 30 Minute). Unified CCE software stores historical information in either half-hour or 15-minute summaries (but not both), based on the reporting interval value that you set. The Router sends these records to the Logger, which in turn writes them to the Central Database.
                                Step 4   Do not exit the PG Explorer tool. You add a peripheral to the PG and save the configuration in the next procedure.

                                Add peripherals to Peripheral Gateways

                                Fields can vary according to PG type.

                                Procedure
                                  Step 1   With the PG record open in the PG Explorer tool, highlight the PG icon in the tree hierarchy in the lower-left corner of the window.
                                  Step 2   On the Peripheral tab, enter the following:
                                  1. Name—Enter a unique enterprise name for this peripheral.
                                  2. Peripheral Name—Enter the name of the peripheral as it is known at the site. Unlike the Enterprise Name field, the value of this field does not have to be unique. For example, at each site you can label the peripherals Switch1, Switch2, and so forth.
                                  3. Client Type—Select as follows:
                                    • For a CUCM PG: CUCM
                                    • For a VRU PG: VRU
                                    • For an MR PG: MR
                                    • For a UCC Enterprise Gateway PG: UCC Enterprise Gateway
                                  4. Location—Enter the peripheral's location, for example, the name of a city, building, or department.
                                  5. Abandoned Call Wait Time—Enter the minimum time (in seconds) an incoming call must be queued before being considered an abandoned call if the caller hangs up.
                                  6. Configuration Parameters—As desired, enter a string containing any parameters that must be sent to the device to initialize it. In most cases, you leave this field blank.
                                  7. Peripheral Service Level Type—The default type of service level calculation that the peripheral performs for its associated services. Select Calculated by Call Center.
                                  8. Call Control Variable Map—As desired, enter a string that describes the mappings of the peripheral call control variables to Unified CCE call control variables.
                                  9. Agent Phone Line Control—Specify one of the following agent phone line control options:
                                    • Single Line: Enables single-line monitoring and reporting (default).
                                    • All Lines: Enables multiline monitoring and reporting.
                                  10. NonACD Line Impact—Specify one of the following nonACD line impact options:
                                    • Available Agent Goes Not Ready: Agent state is set to Not Ready with a system reason code when the agent answers or calls out on a secondary line while in the Available or Not Ready state.
                                    • Available Agent Stays Available: Agent state is unchanged when agent is on a call on a secondary line.
                                  11. Description—As desired, enter any additional information about the peripheral.
                                  12. Default Desk Settings—Select as follows:
                                    • For a CUCM PG: Select the Agent Desk Settings that you created earlier
                                    • For a VRU PG: None
                                    • For an MR PG: None
                                    • For a UCC Enterprise Gateway PG: None
                                  13. Enable Post Routing—Check this check box to enable the Unified Communications Manager peripheral to send route requests to the Router. When you check this check box, the Routing Client tab is enabled.
                                  Step 3   On the Advanced tab, enter the following:
                                  1. Available Holdoff Delay—Set this field to zero.
                                  2. Answered Short Calls Threshold—Maximum duration, in seconds, for a short call. Any calls with a duration below the threshold are considered short. You can choose to exclude short calls from handle times you calculate.
                                  3. Network VRU—The type of network VRU. Select as follows:
                                    • For a CUCM PG: None
                                    • For a VRU PG: Select the corresponding Network VRU that you created earlier.
                                    • For an MR PG: Select the Type 2 Network VRU that you created earlier.
                                    • For a UCC Enterprise Gateway PG: None
                                  4. Agent Auto-Configuration—Not supported for Unified CCE. Leave this option disabled.
                                  5. Internal IPTA Only—Be sure that you check this check box for the Unified CCE System PG.
                                  6. Agent Targeting Mode—Determines how the Router builds the labels. Select Rule Preferred.

                                    When this check box is checked, only the local PG can target agents on the PG. The Router uses the skill group IPTA configuration to select agents. When this check box is unchecked, for calls routed between different PGs, the Router picks the agent (which minimizes the benefit of the Unified CCE System PG). Unchecking the check box also requires the creation of more device targets.

                                  Step 4   On the Agent Distribution tab, enter the following:
                                  1. Enable Agent Reporting—Check to allow Unified CCE reporting on agents.
                                  2. Agent Event Detail—Enables label text (as opposed to numeric) Not Ready Reason Code reporting.
                                  3. The Agent Distribution Entries section of this tab contains entries for agent Administration & Data Servers available for distributing agent report data for the selected peripheral. Click New, then define the values in the Currently Selected site section of this tab as follows:
                                    • Administration & Data Server site name: The name of the currently selected site in the agent distribution entries list. For MR PGs, do not specify a name for this field.
                                    • Agent real time data: Check to enable the flow of agent real-time data from the peripheral to the Administration & Data Server. Uncheck to disable the flow of agent real-time data.
                                    • Agent historical data: Check to enable the flow of agent historical data from the peripheral to the Administration & Data Server. Uncheck to disable the flow of agent historical data.
                                  Step 5   On the Routing Client tab, enter the following:
                                  1. Name—An enterprise name for this routing client. The name must be unique among all routing clients in the enterprise.
                                  2. Timeout threshold—The maximum time, in milliseconds, the routing client can wait for a response to a routing request.
                                  3. Late threshold—The threshold value, in milliseconds, for classifying responses as late. Any response that exceeds this threshold is considered late even if it does not exceed the Timeout threshold.
                                  4. Timeout limit—The maximum time, in seconds, for which the routing client waits for a response. If the routing client receives no responses from the Unified CCE system within this limit, it terminates routing operation.
                                  5. Default media routing domain—Enter Logical ID, Physical ID, and Peripheral ID.
                                  6. Default call type—Use this call type for any route request that does not match a defined call type mapping.

                                    The drop-down list contains all configured call types. The Unified CCE uses the default call type for any routing request from the routing client that does not otherwise map to a call type. If you do not define a default call type for the routing client, the Unified CCE uses a general default call type if you define one through the System Information command.

                                  7. Configuration parameters—Leave blank.
                                  8. Dialed Number/Label map—Indicates whether only specific labels are valid for each dialed number associated with this routing client (when selected) or whether all labels associated with the routing client are valid for any dialed number (when not selected). Leave unchecked.
                                  9. Client Type—Select as follows from the drop-down list:
                                    • For a CUCM PG: CUCM
                                    • For a VRU PG: VRU
                                    • For an MR PG: MR
                                    • For a UCC Enterprise Gateway PG: UCC Enterprise Gateway
                                  10. Description—More information about the routing client.
                                  11. Network routing client—A name used to associate routing clients across instances.
                                  12. Network transfer preferred—If this check box is checked, indicates that network transfer is preferred. When the target of a call is reachable by both a label defined for the requesting routing client and by another label defined for the network routing client that prerouted the call, this option indicates which choice is preferred.
                                  Step 6   Click Save.
                                  Step 7   Record the Logical Controller ID and Peripheral ID for subsequent use in setting up the PG.

                                  Set up Peripheral Gateways

                                  For MR PGs, be aware that you can only set up two PGs per server. You must also consider the impact to overall performance. For Outbound Option, you must configure one peripheral for each Dialer on the MR PG.

                                  Procedure
                                    Step 1   Open the Peripheral Gateway Setup Tool.
                                    Step 2   Select the instance.
                                    Step 3   Click Add in the Instance Components section.
                                    Step 4   Enable the PG on both sides of the Router if you did not do this when you added the Routers:
                                    1. Open the Web Setup Tool for each Router machine and select Routers in the left pane of the page.

                                      The Router List page opens.

                                    2. Check the check box of the Router you want to edit, and click Edit.
                                    3. Proceed through the Edit Router pages until you come to the page where you enable the PG. Add the PG number or range and click Finish.
                                    Step 5   Return to the Peripheral Gateway Setup Tool and complete the following steps in the Peripheral Gateway Properties dialog box.
                                    1. Choose Production Mode. Do not set the Auto Start feature until after the installation is complete.
                                    2. Specify whether the PG is part of a duplexed pair.
                                    3. In the ID field, select from the drop-down list the PG device number as enabled in the Router.
                                    4. If the PG is duplexed, specify whether you are installing Side A or Side B. If the PG is simplexed, select Side A.
                                    5. In the Client Type Selection section of the window, select the client type:
                                      • For a CUCM PG: CUCM
                                      • For an MR PG: MR
                                      • For a VRU PG: VRU
                                      • For a UCC Enterprise Gateway PG: UCC Enterprise Gateway
                                    Step 6   Click Add.
                                    Step 7   Enter the Logical Controller ID generated when you configured the PG. Click Add and select PIM 1 from the list.
                                    Step 8   Configure the PG properties:
                                    1. To put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running.
                                    2. Enter the peripheral name in the Peripheral name field. In most cases, the enterprise name from the associated Peripheral record is the most appropriate name to use. When creating peripheral names, use short descriptive names and keep the length to a minimum.
                                    3. Enter the Peripheral ID that you created when you configured the PG.
                                    4. (MR PG) In Application Hostname (1), enter the hostname or the IP address of the multichannel application server machine. If you are configuring the Outbound Option PIM, enter the IP address or hostname of the BA_IP Dialer.
                                    5. (MR PG) In Application Connection Port (1): for Outbound Option, enter the connection port to be used by the BA_IP Dialer. Otherwise, accept the default port number (38001) on the application server machine that the PIM will use to communicate with the application.
                                    6. If two applications will interact with the Unified CCE, in Application Hostname (2), enter the hostname or the IP address of the second application server machine. If you are using the hostname, the name must be in the hosts file.
                                    7. If two applications will interact with the Unified CCE, in Application Connection Port (2), enter the port number on the second application server machine that the PIM will use to communicate with the application.
                                    8. For Heartbeat Interval (seconds), specify how often the PG checks its connection to the call server. Use the default value.
                                    9. For Reconnect Interval (seconds), specify how often the PG should try to reestablish a lost connection to the call server. Use the default value.
                                    10. Click OK.
                                    Step 9   From the Peripheral Gateway Component Properties window, click Next. The Device Management Protocol Properties window appears.
                                    1. Enter the appropriate settings and click Next. The Peripheral Gateway Network Interfaces window appears.
                                    2. Enter the appropriate settings and click Next. The Check Setup Information window appears.
                                    Step 10   Verify the setup information and click Next.
                                    Step 11   When the Setup Complete window appears, click Finish.

                                    Install JTAPI Client on Unified Communications Manager PG

                                    After setting up the Unified Communications Manager PG, you must install the Cisco JTAPI Client so that the PG can communicate using JTAPI with the Unified Communications Manager. You install the Cisco JTAPI Client from Unified Communications Manager Administration.

                                    Procedure
                                      Step 1   Open a browser window on the PG machine.
                                      Step 2   Enter the URL for the Unified Communications Manager Administration utility: http://<Unified Communications Manager machine name>/ccmadmin.
                                      Step 3   Enter the username and password that you created when installing and configuring the Unified Communications Manager.
                                      Step 4   Choose ApplicationPlugins. Click Find.
                                      Step 5   Click the link next to Download Cisco JTAPI for Windows. If there is an option between a 32-bit and a 64-bit version, select the 32-bit version.
                                      Step 6   Choose Save and save the file to a location of your choice.
                                      Step 7   Open the installer.
                                      Step 8   In the Security Warning box, click Yes to install.
                                      Step 9   Choose Next or Continue through the remaining Setup screens. Accept the default installation path.
                                      Step 10   Click Finish.
                                      Step 11   Reboot the machine.

                                      Set up CTI Server

                                      Use the PG Setup tool to set up a CTI Server.

                                      Add CTI Server component

                                      Procedure
                                        Step 1   In the PG Setup dialog box, in the left column under ICM Instances, select an instance.
                                        Step 2   Click Add in the Instance Components section.

                                        The ICM Component Selection dialog box opens.

                                        Step 3   Click CTI Server.

                                        The CTI Server Properties dialog box opens.


                                        Set CTI Server properties

                                        Procedure
                                          Step 1   In the CTI Server Properties dialog box, check Production mode and Auto start at system startup unless you are specifically told otherwise by your Unified CCE support provider. This sets the CTI Server Service startup type to Automatic, so the CTI Server starts automatically when the machine starts up.
                                          Step 2   Check the Duplexed CTI Server option if you are configuring redundant CTI Server machines.
                                          Step 3   In the CG Node Properties section, the numeric portion of the CG node ID must match the PG node ID (for example, CG 1 and PG 1).
                                          Step 4   The ICM system ID is the Device Management Protocol (DMP) number of the PG associated with the CTI Gateway. Generally this is the same as the number associated with the CG ID in step 3.
                                          Step 5   If the CTI Server you are adding will be duplexed, specify which Side you are setting up: Side A or Side B. If the CTI Server will be simplexed, choose Side A.
                                          Step 6   Click Next.

                                          The CTI Server Component Properties dialog box opens.


                                          Set CTI Server component properties

                                          Procedure
                                            Step 1   In the CTI Server Component Properties dialog box, setup automatically generates a Client Connection Port Number. You can use this value or change to a standard port number. Clients use this port number to connect to the CTI Server.

                                            If you have multiple nodes running on a single machine, each must use a different port number.

                                            Step 2   If you want to require that an agent be logged into the client before the client receives events from the CTI Server, check the Agent Login Required for Client Events box. This prevents clients from accessing data for other agents.
                                            Step 3   Click Next.

                                            The CTI Server Network Interface Properties dialog box opens.


                                            Set CTI Server Network Interface properties

                                            Procedure
                                              Step 1   In the CTI Server Network Interface Properties dialog box, in the PG public interfaces section, enter the public network addresses for the PG(s) associated with the CTI Server.
                                              Step 2   In the CG private interfaces section, enter the private network address(es) of the CTI Server.
                                              Step 3   In the CG visible interfaces section, enter the visible network address(es) of the CTI Server.
                                              Step 4   Click Next.

                                              The Check Setup Information window opens.


                                              Complete CTI Server setup

                                              Procedure
                                                Step 1   In the Check Setup Information window, ensure that the settings displayed are as you intended. If you want to modify any settings before proceeding, use the Back button.
                                                Step 2   When the settings are correct, click Next.
                                                Step 3   The final screen displays and asks whether you want to start the Node Manager now.
                                                Step 4   Click Finish to exit setup (and optionally start the Node Manager).

                                                If you choose to start it, the Node Manager automatically starts the other Unified CCE processes on the CTI Server.


                                                Install Unified CCE Administration Client

                                                Install Administration Client

                                                Do not install the Administration Client on a system that already has other Unified CCE software installed; the Administration Client must reside on a standalone machine.

                                                Procedure
                                                  Step 1   To run the Administration Client Installer, navigate to the AdminClientInstaller directory on the Unified ICM/Unified CCE/Unified CCH DVD and double-click the setup.exe program.

                                                  The Administration Client Installer program proceeds through a series of screens on which you specify information.

                                                  Step 2   When the installation is complete, reboot the server.

                                                  Set up Administration Client

                                                  You cannot run the Administration Client Setup tool remotely through a browser. Run the tool on the local machine.

                                                  Before You Begin

                                                  To view lists and perform tasks with the Administration Client Setup tool, you must have the following permissions:

                                                  • Administrator on the local machine
                                                  • Either a domain administrator or a member of at least one Setup security group in the machine domain.

                                                  If you cannot add an Administration Client instance on a Windows 7 system, check whether Cisco Security Agent is installed. Cisco Security Agent is deprecated, uninstall it if you find it on a system.

                                                  Procedure
                                                    Step 1   Open the Administration Client Setup tool.
                                                    Step 2   Sign in as a domain user with local Administrator rights.
                                                    Step 3   Click Instance Management, and then click Add.
                                                    Step 4   On the Add Instance page, from the drop-down list, choose the customer facility and instance.
                                                    Step 5   Enter an instance number.

                                                    The same instance name can occur more than once in a domain, so the instance number provides the uniqueness. The instance number must be between 0 and 24. The instance number must match for the same instance across your entire deployment. For an Enterprise (single instance) deployment, select 0 unless there is a reason to choose another value.

                                                    Step 6   Click Save.
                                                    Step 7   Select Component Management > Administration Clients.
                                                    Step 8   Click Add.
                                                    Step 9   Select an instance for the Administration Client from the drop-down list.
                                                    Step 10   Click the radio button for your Administration Client type.
                                                    Step 11   Enter the hostname or IP address of the Primary and Secondary Administration & Data Servers. If you have only one Administration & Data Server, specify it for both Primary and Secondary Administration & Data Servers; both fields are required
                                                    Step 12   Click Save.

                                                    Install Unified CCE Language Pack

                                                    Run the Language Pack Installer to install any of the following non-English localized files for the Script Editor:

                                                    • French (France)
                                                    • French (Canada)
                                                    • Japanese
                                                    • Chinese (Simplified)

                                                    If you install the Unified CCE on a multilingual version of Windows 2008 R2, run the MUI language pack to install localized Script Editor user interfaces. See http:/​/​www.microsoft.com/​en-us/​download/​details.aspx?id=1246.

                                                    Procedure
                                                      Step 1   Go to the Download Software page and log in using your Cisco.com credentials.
                                                      Step 2   Download the Language Pack installer.
                                                      Step 3   Open the installer and follow the instructions.

                                                      Silent installation

                                                      In certain situations, such as when a system administrator wants to install or upgrade software automatically on multiple systems simultaneously, a silent installation is preferable to running an installation wizard. You can run a silent installation when performing a fresh install or an upgrade.

                                                      Silent installation prerequisites

                                                      Before running a silent installation, complete the following tasks:

                                                      • Stop all applications that are running on the system.
                                                      • By default, silent installation assumes the following parameter: Install on Drive C. To override this default, edit the ICMCCSilentsetup.ini file in the ICM-CCE-CCH Installer directory on the installation DVD.
                                                      • Copy the DVD image to the target machine, and make the following edits on the target machine:
                                                        • If you are performing a Technology Refresh upgrade, change the szInstallType from 0 to 1. The default value of 0 is for a Fresh Install.
                                                        • If you are performing a Technology Refresh upgrade, provide a path for the szExportedRegistryPath parameter.
                                                        • To change the drive on which you are installing the application, change the szDrive parameter. Replace C with the drive where you want to install.
                                                        • If you do not want to apply SQL Security Hardening, change the line that reads szSQLSecurity=1 to szSQLSecurity=0.

                                                      Note


                                                      You can apply SQL Security Hardening during the installation, or you can use the Security Wizard to apply it after the install.

                                                      Perform a silent installation

                                                      Procedure
                                                        Step 1   Insert the installation DVD into your machine, or copy the DVD image to the target machine.
                                                        Step 2   From a command prompt window, navigate to the ICM-CCE-CCH Installer directory.
                                                        Step 3   Enter the command setup.exe /s.

                                                        The installation application runs. The drive prompt reappears in the command prompt window when the installation is complete.


                                                        Note


                                                        If the installation is not successful, no error message appears in the command prompt window. You must check the installation log file <SystemDrive>:\temp\ICMInstall.log to determine the reason why the installation failed.

                                                        Cisco Finesse Server Installation

                                                        Cisco Finesse server is installed on a virtual machine (VM). The installation runs from an ISO image and uses an OVA template.


                                                        Note


                                                        For a new installation of Finesse, you can install directly from the latest ES. You do not need to install the base version and then apply the latest ES.



                                                        Note


                                                        Configure a DataStore ISO file on the virtual CD/DVD drive of the target VM to install Finesse.


                                                        The installation takes about an hour. For most of that time, it can run unattended. Much of the installation requires no action on the part of the person who runs it. When user input is required, use the following keyboard navigation and selection actions. The installation wizard screens do not recognize a mouse or a touchpad.

                                                        To do this

                                                        Press this key

                                                        Move to the next field

                                                        Tab

                                                        Move to the previous field

                                                        Alt-Tab

                                                        Select an option

                                                        Spacebar

                                                        Scroll up or down a list

                                                        Up or Down Arrow keys

                                                        Go to the previous screen

                                                        Tab to Back and press the Spacebar

                                                        Get information about a screen

                                                        Tab to Help and press the Spacebar

                                                        Installation Task Flow

                                                        The following table provides an overview of the tasks you perform to install Cisco Finesse. Tasks must be performed in the order they are listed.

                                                        1

                                                        Install Finesse on the primary node.

                                                        See Install Finesse on Primary Node.

                                                        2

                                                        Configure the CTI server settings.

                                                        See Configure Contact Center Enterprise CTI Server Settings.

                                                        3

                                                        Configure the database settings.

                                                        See Configure Contact Center Enterprise Administration & Data Server Settings.

                                                        4

                                                        Configure the cluster settings for the secondary node.

                                                        See Configure Cluster Settings.

                                                        5

                                                        Restart Cisco Tomcat on the primary node.

                                                        See Restart Cisco Tomcat.

                                                        6

                                                        Install Finesse on the secondary node.

                                                        See Install Finesse on Secondary Node.

                                                        7

                                                        Ensure replication is functioning between the two nodes.

                                                        See Check Replication Status.

                                                        8

                                                        Install language packs (optional).

                                                        See Install Language Pack.

                                                        Install Finesse on Primary Node

                                                        Procedure
                                                          Step 1   Follow the instructions in the OVA README.txt file to import and deploy the OVA, to edit VM settings, and to power on the VM and edit the BIOS settings in the console.
                                                          Note   

                                                          Do not use Thin Provisioning or a VM snapshot when creating a VM to host Cisco Finesse. The use of Thin Provisioning or snapshots can negatively impact the performance of Cisco Finesse operation.

                                                          Messages appear while the preinstallation script runs. When the preinstallation script ends, the DVD Found screen opens.

                                                          Step 2   Select Yes on the DVD Found screen to begin the verification of the media integrity and a brief hardware check.

                                                          If the media check passes, select OK to open the Product Deployment Selection screen. Continue to Step 3.

                                                          If the media check fails, the installation terminates.

                                                          Step 3   The Product Deployment Selection screen states that the Cisco Finesse product suite will be installed. This screen has only one choice: OK.

                                                          Select OK to open the Proceed with Install screen.

                                                          Step 4   The Proceed with Install screen shows the version of the product that is currently installed (if any) and the version of the product for this ISO. For the initial installation, the version currently installed shows NONE.

                                                          Select Yes on the Proceed with Install screen to open the Platform Installation Wizard screen.

                                                          Step 5   On the Platform Installation Wizard screen, select Proceed to open the Basic Install screen.
                                                          Step 6   Select Continue on the Basic Install screen to open the Basic Install wizard.

                                                          The Basic Install wizard presents a series of screens that present questions and options pertinent to the platform and the setup configuration. Help is available for each wizard screen.

                                                          The first Basic Install wizard screen is Timezone Configuration.

                                                          Step 7   On the Timezone Configuration screen:
                                                          1. Use the up and down arrows to locate the local time zone that most closely matches your server location. You can also type the initial character of the time zone to move to that item in the list. The Timezone field is based on country and city and is mandatory. Setting it incorrectly can affect system operation.
                                                          2. Select OK to open the Auto Negotiation Configuration screen.
                                                          Step 8   On the Auto Negotiation Configuration screen, select Yes to use automatic negotiation for the settings of the Ethernet network interface card (NIC).

                                                          Your selection of Yes opens the MTU Configuration screen.

                                                          Step 9   In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units (1500).
                                                          Note   

                                                          Finesse supports the default setting of 1500 for MTU only. No other value is supported.

                                                          Your selection of No opens the Static Network Configuration screen.

                                                          Step 10   On the Static Network Configuration screen, enter static network configuration values as follows, referring to the Configuration Worksheet if necessary:
                                                          1. Enter the Host Name.
                                                          2. Enter the IP Address.
                                                          3. Enter the IP Mask.
                                                          4. Enter the GW Address.
                                                          5. Select OK to open the Domain Name System (DNS) Client Configuration screen.
                                                          Step 11   On the DNS Client Configuration screen, select Yes to specify the DNS client information.
                                                          Important:

                                                          DNS client configuration is mandatory for Cisco Finesse. Select Yes on this screen. If you select No, after the installation is complete, agents cannot sign in to the desktop and you have to reinstall Finesse.

                                                          Step 12   Specify your DNS client information as follows, referring to the Configuration Worksheet if necessary:
                                                          1. Enter the Primary DNS (mandatory).
                                                          2. Enter the Secondary DNS (optional).
                                                          3. Enter the Domain (mandatory).
                                                          4. Select OK to open the Administrator Login Configuration screen.
                                                          Step 13   On the Administrator Login Configuration screen:
                                                          1. Enter the credentials for the administrator.
                                                          2. Select OK to open the Certificate Information screen.
                                                          Step 14   On the Certificate Information screen:
                                                          1. Enter the following data to create your Certificate Signing Request: Organization, Unit, Location, State, and Country.
                                                          2. Select OK to open the First Node Configuration screen.
                                                          Step 15   On the First Node Configuration screen, select Yes to indicate that you are configuring the first node.

                                                          Your selection of Yes opens the Network Time Protocol Client Configuration screen.

                                                          Step 16   On the Network Time Protocol Client Configuration screen, enter the IP address, NTP server name, or NTP Server Pool name for at least one external NTP server.
                                                          Step 17   After you complete the NTP configuration, select OK. This action opens the Security Configuration screen.
                                                          Step 18   On the Security Configuration screen, enter the Database Access Security password, and then select OK.
                                                          Step 19   On the Application User Configuration screen, enter the credentials for the application user.

                                                          Select OK to open the Platform Configuration Confirmation screen. This screen states that the platform configuration is complete.

                                                          Step 20   On the Platform Configuration Confirmation screen, select OK.

                                                          The installation begins.

                                                          The installation can take up to an hour to complete and can run unattended for most of that time.

                                                          During the installation, the monitor shows a series of processes, as follows:

                                                          • Formatting progress bars
                                                          • Copying File progress bar
                                                          • Package Installation progress bars
                                                          • Post Install progress bar
                                                          • Populate RPM Archive progress bar
                                                          • Application Installation progress bars (multiple Component Install screens, security checks)
                                                          • An informational screen saying the system will reboot momentarily to continue the installation
                                                            If you see the following virtual machine question, select Yes, and then click OK:
                                                            Figure 1. Virtual Machine Message



                                                          • A system reboot Messages stream down your monitor during the reboot. Some of them prompt you to press a key. Do not respond to these prompts to press a key.
                                                          • Application Pre Install progress bars
                                                          • Configure and Setup Network progress bars
                                                            Note   

                                                            If a Network Connectivity Failure screen appears during the Configure and Setup Network process, click Review, and then click OK at the Errors screen. Follow the prompts to reenter the information that caused the failure. The installation continues when the connection information is complete.

                                                          • Security configuration

                                                          The installation ends at a login prompt.

                                                          The installation of Cisco Finesse has completed successfully.
                                                          
                                                          Cisco Finesse <version number>
                                                          <hostname> login: _

                                                          What to Do Next

                                                          Sign in to the Finesse Administration Console on the primary Finesse server (http://IP address or hostname of primary Finesse server/cfadmin) to configure CTI server, Administration & Database server, and cluster settings.

                                                          Configure Contact Center Enterprise CTI Server Settings

                                                          Access the Administration Console on the primary Finesse server to configure the A Side and B Side CTI servers.


                                                          Note


                                                          After you restart Finesse, it can take approximately 6 minutes for all server-related services to restart. Therefore, you should wait 6 minutes before you attempt to access the Finesse Administration Console.



                                                          Note


                                                          If you are using HTTPS, the first time you access the Administration Console, you see a browser security warning. To eliminate browser security warnings each time you sign in, you can trust the self-signed certificate provided with Finesse or obtain and upload a CA certificate.


                                                          Procedure
                                                            Step 1   Direct your browser to the following URL:

                                                            http://hostname of primary Finesse server/cfadmin

                                                            Step 2   Sign in with the Application User credentials defined during installation.
                                                            Step 3   In the Contact Center Enterprise CTI Server Settings area, enter the CTI server settings as described in the following table. Refer to your configuration worksheet if necessary.

                                                            Field

                                                            Description

                                                            A Side Host/IP Address

                                                            Enter the hostname or IP address of the A Side CTI server.

                                                            This value is typically the IP address of the Peripheral Gateway (PG). The CTI server runs on the PG.

                                                            A Side Port

                                                            Enter the port number of the A Side CTI server. The value of this field must match the port configured during the setup of the A Side CTI server.

                                                            Peripheral ID

                                                            Enter the ID of the Agent PG Routing Client (PIM).

                                                            The Agent PG Peripheral ID should be configured to the same value for the A Side and B Side CTI servers.

                                                            B Side Host/IP Address

                                                            Enter the hostname or IP address of the B Side CTI server.

                                                            B Side Port

                                                            Enter the port of the B Side CTI server. The value of this field must match the port configured during the setup of the B Side CTI server.

                                                            Step 4   Click Save.

                                                            Configure Contact Center Enterprise Administration & Data Server Settings

                                                            Configure the Contact Center Enterprise Administration & Data Server settings to enable authentication for Finesse agents and supervisors.

                                                            Procedure
                                                              Step 1   If you are not already signed in, sign in to the Administration Console.
                                                              Step 2   In the Contact Center Enterprise Administration & Data Server Settings area, enter the Administration & Data Server settings as described in the following table. Refer to your configuration worksheet if necessary.

                                                              Field

                                                              Description

                                                              Primary Host/IP Address

                                                              Enter the hostname or IP address of the Unified CCE Administration & Data Server.

                                                              Backup Host/IP Address

                                                              Enter the hostname or IP address of the backup Unified CCE Administration & Data Server.

                                                              Database Port

                                                              Enter the port of the Unified CCE Administration & Data Server.

                                                              Note   

                                                              Because Finesse expects the primary and backup Administration & Data Server ports to be the same, the Finesse Administration Console exposes only one port field. You must ensure that the port is the same for the primary and backup Administration & Data Servers.

                                                              AW Database Name

                                                              Enter the name of the AW Database (AWDB) (for example, ucceinstance_awdb).

                                                              Domain

                                                              Enter the domain of the AWDB.

                                                              Username

                                                              Enter the username required to sign in to the AWDB.

                                                              Password

                                                              Enter the password required to sign in to the AWDB.

                                                              Step 3   Click Save.

                                                              Configure Cluster Settings

                                                              Configure the cluster settings for the secondary Finesse node. The secondary Finesse node handles agent requests if the primary server goes down.

                                                              Procedure
                                                                Step 1   If you are not already signed in, sign in to the Administration Console with the Application User credentials.
                                                                Step 2   In the Cluster Settings area, in the Host/IP Address field, enter the hostname or IP address of the secondary Finesse server.
                                                                Step 3   Click Save.

                                                                Restart Cisco Tomcat

                                                                After you make changes to the Contact Center Enterprise CTI Server, Contact Center Enterprise Administration & Data Server, or cluster settings, you must restart Cisco Tomcat for the changes to take effect.

                                                                Procedure
                                                                  Step 1   Access the CLI and sign in using the Administrator User credentials defined during the installation.
                                                                  Step 2   Enter the following command:

                                                                  utils service restart Cisco Tomcat

                                                                  Step 3   You can enter the command utils service list to monitor the Cisco Tomcat Service. After Cisco Tomcat changes to STARTED, agents who have passwords can sign in to the desktop.

                                                                  Install Finesse on Secondary Node

                                                                  Install the same version of Finesse on both the primary and secondary Finesse nodes.


                                                                  Note


                                                                  Configure a Datastore ISO file on the virtual CD/DVD drive of the target VM to install Finesse.



                                                                  Note


                                                                  Finesse administration tasks can only be performed on the primary Finesse server. After you install the secondary server, sign in to the Administration Console on the primary server to perform administration tasks (such as configuring reason codes or call variable layout).


                                                                  Before You Begin
                                                                  • Install Finesse on the primary server.
                                                                  • Use the Finesse Administration Console on the primary Finesse server to configure CTI server, Administration & Database server, and cluster settings.
                                                                  • Ensure that the DNS server has forward and reverse DNS set up for both the primary and secondary node.
                                                                  Procedure
                                                                    Step 1   Follow the instructions in the OVA README.txt file to import and deploy the OVA, to edit VM settings, and to power on the VM and edit the BIOS settings in the Console.

                                                                    Messages appear while the preinstallation script runs. When the preinstallation script ends, the DVD Found screen opens.

                                                                    Step 2   Select Yes on the DVD Found screen to begin the verification of the media integrity and a brief hardware check.

                                                                    If the media check passes, select OK to open the Product Deployment Selection screen. Continue to Step 3.

                                                                    If the media check fails, the installation terminates.

                                                                    Step 3   The Product Deployment Selection screen states that the Cisco Finesse product suite will be installed. This screen has only one choice: OK.

                                                                    Select OK to open the Proceed with Install screen.

                                                                    Step 4   The Proceed with Install screen shows the version of the product that is currently installed (if any) and the version of the product for this ISO. For the initial installation, the version currently installed shows NONE.

                                                                    Select Yes on the Proceed with Install screen to open the Platform Installation Wizard screen.

                                                                    Step 5   On the Platform Installation Wizard screen, select Proceed to open the Basic Install screen.
                                                                    Step 6   Select Continue on the Basic Install screen to open the Basic Install wizard.

                                                                    The Basic Install wizard presents a series of screens that present questions and options pertinent to the platform and the setup configuration. Help is available for each wizard screen.

                                                                    The first Basic Install wizard screen is Timezone Configuration.

                                                                    Step 7   In the Timezone Configuration screen:
                                                                    1. Use the up and down arrows to locate the local time zone that most closely matches your server location. You can also type the initial character of the time zone to move to that item in the list. The Timezone field is based on country and city and is mandatory. Setting it incorrectly can affect system operation.
                                                                    2. Select OK to open the Auto Negotiation Configuration screen.
                                                                    Step 8   On the Auto Negotiation Configuration screen, select Yes to use automatic negotiation for the settings of the Ethernet network interface card (NIC).

                                                                    Your selection of No opens the MTU Configuration screen.

                                                                    Step 9   On the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units (1500).
                                                                    Note   

                                                                    Finesse supports the default setting of 1500 for MTU only. No other value is supported.

                                                                    Your selection of No opens the Static Network Configuration screen.

                                                                    Step 10   On the Static Network Configuration screen, enter static network configuration values as follows, referring to the Configuration Worksheet if necessary:
                                                                    1. Enter the Host Name.
                                                                    2. Enter the IP Address.
                                                                    3. Enter the IP Mask.
                                                                    4. Enter the GW Address.
                                                                    5. Select OK to open the Domain Name System (DNS) Client Configuration screen.
                                                                    Step 11   On the DNS Client Configuration screen, select Yes to specify the DNS client information.

                                                                    IMPORTANT: DNS client configuration is mandatory for Cisco Finesse. Select Yes on this screen. If you select No, after the installation is complete, agents cannot sign in to the desktop and you have to reinstall Finesse.

                                                                    Step 12   Specify your DNS client information as follows, referring to the Configuration Worksheet if necessary:
                                                                    1. Enter the Primary DNS (mandatory).
                                                                    2. Enter the Secondary DNS (optional).
                                                                    3. Enter the Domain (mandatory).
                                                                    4. Select OK to open the Administrator Login Configuration screen.
                                                                    Step 13   On the Administrator Login Configuration screen:
                                                                    1. Enter the credentials for the administrator.
                                                                    2. Select OK to open the Certificate Information screen.
                                                                    Step 14   On the Certificate Information screen:
                                                                    1. Enter the following data to create your Certificate Signing Request: Organization, Unit, Location, State, and Country.
                                                                    2. Select OK to open the First Node Configuration screen.
                                                                    Step 15   On the First Node Configuration screen, select No to indicate that you are configuring the second node.

                                                                    A warning message appears that indicates you must first configure the server on the first node before you can proceed. If you already configured the first node, select OK.

                                                                    Step 16   On the Network Connectivity Test Configuration screen, select No to proceed with the installation after connectivity is verified.
                                                                    Step 17   On the First Node Configuration screen, specify the information about the first node as follows:
                                                                    1. Enter the Host Name of the primary Finesse server.
                                                                    2. Enter the IP Address of the primary Finesse server.
                                                                    3. Enter the Security Password of the primary Finesse server.
                                                                    4. Confirm the Security Password.
                                                                    Step 18   Select OK to open the Platform Configuration Confirmation screen.
                                                                    Step 19   On the Platform Configuration Confirmation screen, select OK.

                                                                    The installation begins.

                                                                    The installation can take up to an hour to complete and can run unattended for most of that time.


                                                                    What to Do Next

                                                                    Check the replication status to ensure that replication is functioning correctly.


                                                                    Note


                                                                    It can take 10–20 minutes to establish replication fully between the two nodes.


                                                                    Check Replication Status

                                                                    Procedure
                                                                      Step 1   Access the CLI on the primary Finesse server using a monitor and keyboard at the server console or by SSH.
                                                                      Step 2   Sign in with the Administrator User credentials defined during installation.
                                                                      Step 3   Run the following command:

                                                                      utils dbreplication runtimestate

                                                                      This command returns the replication status on both the primary and secondary Finesse servers.