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

Before you can install Unified CCE and the associated components, set up the network, create virtual machines, and install and configure third-party software.


Once you set the hostname of any Unified CCE server, you cannot change it.

Task See

If you are integrating Unified CCE into an existing corporate network, verify Domain Controller health. If you are installing into a new Active Directory domain, install and configure Active Directory and DNS server.

Set up Active Directory

Download Open Virtualization Format (OVA) templates and create virtual machines.

Set up virtual machines
Install and configure third-party software. Set up third-party software

Preinstallation Tasks

Set up Active Directory

Ensure that you have a completed plan for your domain structure and Active Directory implementation before you set up your network. For more information, see Staging Guide for Cisco Unified ICM/​Contact Center Enterprise and Hosted.

Verify Domain Controller health

Before setting up the Unified CCE DNS and Active Directory (AD) structure, ensure that your existing domain controller environment is stable. Install and run the following tools, available from the Microsoft Windows Server 2008 R2 installation media, in the Tools subfolder:

  • dcdiag.exe—Generates a report on AD health, including connectivity, replication, topology integrity, intersite health, and trust verification. Checks Network Card (NC) head security descriptors, net logon rights, and roles. Locates the domain controller.
  • repadmin.exe—Retrieves the replication status of all /csv >showrepl.csv domain controllers in a spreadsheet, verifies DNS infrastructure, Kerberos, Windows time service (W32time), remote procedure call (RPC), and network connectivity.

Have the resulting reports from these tools evaluate by your network administrator or qualified AD expert (for example, Microsoft Support Services).

Run dcdiag.exe
    Step 1   Choose Start > Run.
    Step 2   Type cmd.
    Step 3   Press Enter.

    A command console opens.

    Step 4   At the prompt, enter dcdiag.exe /e /v /f:dcdiag.txt.

    If you use the /e option, you must run dcdiag.exe at the root level. If you do not use the "/e" option, you must run dcdiag.exe on each individual domain controller.

    The application creates the text file dcdiag.txt in the folder containing dcdiag.exe.

    Step 5   Open the text file and note any items that are prefaced with "Warning" or "Error."
    Step 6   Correct all the issues, then rerun dcdiag.exe to ensure that no issues remain.

    Run repadmin.exe
      Step 1   Choose Start > Run.
      Step 2   Type cmd.
      Step 3   Press Enter.

      A command console opens.

      Step 4   At the prompt, enter repadmin.exe /showrepl * /csv >showrepl.csv.
      Step 5   Open Excel and choose File > Open.

      Depending on your version of Excel, the menu cascades may be slightly different.

      Step 6   In the "Files of type" section, click Text Files (*.prn;*.txt;*.csv).
      Step 7   In the "Look in" section, navigate to showrepl.csv, then click Open.
      Step 8   In the Excel spreadsheet, right-click the column heading for showrepl_COLUMNS (column A), then click Hide.
      Step 9   In the Excel spreadsheet, right-click the column heading for Transport Type, then click Hide.
      Step 10   Select the row just under the column headings, then choose Windows > Freeze Pane.
      Step 11   Click the upper-left corner of the spreadsheet to highlight the entire spreadsheet. Choose Data > Filter > AutoFilter.
      Step 12   In the heading of the Last Success column, click the down arrow, then click Sort Ascending.
      Step 13   In the heading of the Source DC column, click the down arrow, then click Custom.

      In the Custom AutoFilter dialog box, complete the custom filter as follows:

      1. Under Source DC, click does not contain.
      2. In the corresponding text box, enter del to filter deleted domain controllers from the spreadsheet.
      Step 14   In the heading of the Last Failure column, click the down arrow, then click Custom.

      In the Custom AutoFilter dialog box, complete the custom filter as follows:

      1. Under Last Failure, click does not equal.
      2. In the corresponding text box, enter 0 to filter for only domain controllers that are experiencing failures.

      For every domain controller in the forest, the spreadsheet shows the following:

      • Source replication partner
      • The time that replication last occurred
      • The time that the last replication failure occurred for each naming context (directory partition)
      Step 15   Use Autofilter in Excel to view the replication health for the following:
      • Working domain controllers only
      • Failing domain controllers only
      • Domain controllers that are the least, or most recent

      You can observe the replication partners that are replicating successfully.

      Step 16   Locate and resolve all errors.
      Step 17   Rerun repadmin.exe to ensure that no issues remain.

      Install DNS on additional Domain Controller

        Step 1   Choose Start > Control Panel > Add/Remove Programs.
        Step 2   On the Add/Remove Windows Components, check Networking Services and click Details.
        Step 3   Check DNS, click OK, then select Next.
        Step 4   Browse to the Windows Server 2008 R2 CD.

        DNS installation begins.

        Step 5   Validate that all DNS Zones were replicated from the first DNS Server in the AD Domain to this DNS Server.
        1. Select the machine name, right-click and select Properties.
        2. On the Interfaces tab, select Listen on only the following IP addresses, remove all but the visible machine address.
        Step 6   For a Unified CCE Child Domain model, perform the following additional steps:
        1. Manually add the Enterprise level Standard Secondary Zone.
        2. Change DNS Settings on the First Domain Controller in the Child Domain to point to this additional Child Domain level DNS Server.

        Configure Active Directory sites

        Perform the following procedure on the Unified CCE root domain controller:

          Step 1   Start > Programs > Administrative Tools > AD Sites and Services.
          Step 2   Rename the default first site name in accordance with your AD site plan.
          1. For a geographically separated Domain Controller, right-click Sites.
          2. Select New Site.
          3. Enter the site name of the additional domain controller based on your AD site plan.
          Step 3   Create subnets for each Domain Controller site:
          1. Right-click the Subnets folder and select New Subnet.
          2. Enter the subnet address and mask associated with the LAN at the Domain Controller Site.
          3. Highlight the Site Name that is associated with that subnet.
          Step 4   Expand the Servers folder from the original first site folder.
          Step 5   For each server that you must move to a different site, right-click the server name, select Move, and highlight the Site to which you want to move it.
          Step 6   Expand Inter-Site Transport under Sites.
          1. Open the IP folder and select DEFAULTIPSITELINK from the right pane.
          2. Right-click and select Properties. Ensure that both sites appear as entries in the Sites in this Site Link window.
          3. Change the Replicate Every value to 15 minutes.

          Assign Global Catalog and set time source

            Step 1   Open Active Directory Sites and Services.
            Step 2   Connect to the Domain Controller that is designated as the Global Catalog.
            Step 3   Right-click NTDS Settings and select Properties. Select Global Catalog.
            Step 4   Move FSMO roles, according to your design plan.

            The Forest Time Source defaults to the PDC Emulator, which is originally created on the Forest Root Domain Controller.

            Step 5   If the PDC Emulator is on another Domain Controller, redefine the Time Source as either that server, or use an external Time Source.
            1. On the server currently running the PDC Emulator, run the following command:Net time /setsntp: <DNS Name of Time Source>
            2. To synchronize a server to the Time Source, see the procedure available on the Microsoft website http:/​/​​kb/​816042.

            Configure DNS Server on Forest Root Domain Controller

              Step 1   Choose Start > Programs > Administrative Tools > DNS
              Step 2   Expand Hostname Tree.
              Step 3   Expand Forward Lookup Zones.
              Step 4   Select the machine name, then right-click and select Properties.
              Step 5   On the Interfaces tab, select Listen on only the following IP addresses and remove all but the visible machine address.
              Step 6   Configure AD Integrated Forward and Reverse Lookup Zones.
              1. Select the Unified CCE Domain zone name under Forward Lookup Zones, right-click, and select Properties.
              2. On the General tab, for Allow Dynamic Updates, select Only Secure Updates from the menu.
              3. Use the Zone Transfers tab only when there is a trusted-site relationship between this domain and another domain. Transfer zone updates from this AD Integrated Zone to a Standard Secondary Zone on the DNS Servers in the other domain. Select Allow Zone Transfers, then select only to the following servers and enter the IP Addresses of the DNS Servers in the other domain.

                Networks within a Forward Lookup Zone include all visible and private networks that are within a DNS Zone. These networks define Reverse Lookup Zones relative to the Forward Lookup Zone.

              Step 7   Under the Server Name, right-click Reverse Lookup Zones and select New Zone.
              Step 8   Within the New Zone wizard, select Active Directory Integrated.
              Step 9   In the Reverse Lookup Zone window, select Network ID and enter the required number of octets for the Reverse Lookup Zone. The Reverse Lookup Zone Name is automatically entered.
              Step 10   Repeat the following steps for each Unified CCE domain Reverse Lookup Zone:
              1. Select the Zone name under Reverse Lookup Zones, then right-click and select Properties.
              2. On the General tab, for Allow Dynamic Updates, select Only Secure Updates from the menu.
              Step 11   Manually complete the DNS Host and PTR records.
              1. Manually enter the hostnames for the machines that house Unified CCE nodes, and all NICs and Peripherals for any Web Setup that requires hostname resolution, into the applicable DNS Forward Lookup Zone.
              2. On the DNS Server, right-click on the Forward lookup Zone Name and select New Host. (The hostname of this Root Domain Controller is already in the file.)
              3. Add all Unified CCE hostnames (visible, visible high, private, private high, SAN) and their associated IP addresses. Check the box to create an associated PTR Record (Reverse Lookup Zone record).
              4. Manually enter any Peripherals (ACDs/VRUs) and NICs accessed by the Unified CCE using hostname resolution in the Forward Lookup Zone.

              Set up virtual machines

              Verify datastores

              Before you install the VMs, verify that the datastore is in place. The type of datastore depends on the type of server on which you deploy the VMs. For example, UCS-B servers use a SAN datastore and UCS-C servers use DAS datastores.

              For more information, see the VMware documentation.

              Related Information

              Download Unified CCE OVA files

              The Unified CCE Open Virtualization Format (OVA) files define the basic structure of the corresponding VMs that are created. The structure definition includes the CPU, RAM, disk space, reservation for CPU, and reservation for memory.

              Before You Begin

              You must have a valid service contract associated with your profile.

                Step 1   Go to the Unified CCE Download Software page on
                Step 2   Click Download to download and save the appropriate OVA file to your local hard drive. When you create VMs, you select the OVA required for the application.

                Create virtual machines from OVA files

                To create virtual machines (VMs) from the OVA files, complete the following procedure.

                  Step 1   Select the Host in the vSphere client.
                  Step 2   Choose File > Deploy OVF Template.
                  Step 3   Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click Next.
                  Step 4   Click Next at the OVF Template Details page.
                  Step 5   Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32 characters. Click Next.
                  Step 6   On the Name and Location page, enter a name of your choice in the Name field. Click Next.

                  After the VM is created, you cannot rename it.

                  Step 7   On the Deployment Configuration page, select the applicable configuration from the drop-down list. Click Next.
                  Step 8   Choose a data store on which to deploy the new virtual machine. Click Next.
                  Note    Some deployments require two data stores.
                  Step 9   On the Disk Format page, choose Thick provisioned Eager Zeroed format for the virtual disk format. Click Next.

                  Thick provisioned Lazy Zero is also supported, but Thin provisioned is not supported.

                  Step 10   Confirm that the Network Mapping page is correct:
                  1. Public network adapter to Public network
                  2. Private network adapter to Private network
                  Note    For some deployments, only one network interface is available.
                  Step 11   Click Finish.
                  Step 12   At the Successfully Completed message, click Close.

                  Related Information

                  Set up third-party software

                  Mount and Unmount ISO Files

                  Upload ISO image to data store:

                  1. Select the host and click Configuration. Then click Storage in the left panel.
                  2. Select the datastore that will hold the ISO file.
                  3. Click Browse this datastore.
                  4. Click the Upload icon and select Upload file.
                  5. Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore.

                  Mount the ISO image:

                  1. Right-click the VM and select Edit virtual machine settings.
                  2. Click Hardware and select CD|DVD Drive 1.
                  3. Check Connect at power on (Device status panel upper right).
                  4. Click the Datastore ISO File radio button and then click Browse.
                  5. Navigate to the data store where you uploaded the file.
                  6. Select the ISO.

                  Unmount the ISO image:

                  1. Right-click the VM and select Edit virtual machine settings.
                  2. Click Hardware and select CD|DVD Drive 1.
                  3. Uncheck Connect at power on (Device status panel, upper right).

                  Install Microsoft Windows Server

                  Complete the following procedure to install Microsoft Windows Server 2008 R2 Standard Edition on all virtual machines for server-based applications.

                  Before You Begin

                  Ensure that VMware Tools software is installed. The VMNet3 driver cannot be installed without VMware Tools.

                    Step 1   Mount the Microsoft Windows Server ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
                    Step 2   Power on the VM.
                    Step 3   Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.
                    Step 4   Click Install Now.
                    Step 5   Select Full install. Then click Next.
                    Step 6   Accept the License agreement. Click Next.
                    Step 7   Select Custom (Advanced). The installation begins.
                    Step 8   At the conclusion of the installation, click OK at the prompt to enter and confirm the user password.
                    Step 9   At the Customize This Server section of the initial configuration tasks, select Enable Remote Desktop.
                    1. Choose Start > Control Panel > System and Security.
                    2. Click the Allow remote access.
                    3. Select the middle option: Allow connections from computers running any version of Remote Desktop.
                    Step 10   Open the Network and Sharing Center and select Local Area Connections.
                    Step 11   In the Network Settings dialog box, configure the network settings and the Domain Name System (DNS) data:
                    1. Select Properties. Then deselect Internet Protocol Version 6 (TCP/IP6) .
                    2. Select Properties again. Then select Use the following IP Address.
                    3. Enter the IP address, Subnet mask, and Default gateway.
                    Step 12   Run the Service Pack.
                    Step 13   Run MS Windows Update.

                    After the update is complete, click Do not enable automatic updates.

                    What to Do Next

                    If Microsoft Windows Server installs Internet Explorer 8, you must upgrade to Internet Explorer 9.

                    Install VMware Tools

                    VMware Tools is a suite of utilities that enhance the performance of the virtual machine guest operating system and improve management of the virtual machine.

                      Step 1   Right-click the VM menu. Select Guest > Install / Upgrade VMware tools.
                      Step 2   Wait for the popup window (this may take time) and accept the default Automatic Tools Upgrade.
                      Step 3   Click OK.
                      Step 4   Restart if you are prompted to do so.
                      Note    VMWare Tools should be installed in all VMs

                      Install Microsoft SQL Server

                      Install Microsoft SQL Server 2008 R2 x64 Standard Edition. Store the SQL Server log and temporary files on the same physical disk as the operating system (typically the C drive). Store the Logger database on the secondary drive (typically the E drive).

                        Step 1   Mount the Microsoft SQL Server ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
                        Step 2   Run setup.exe.
                        Step 3   Select Installation on the left pane and then click New installation or add features to an existing installation. Click OK.
                        Step 4   On the Product Key page, enter the product key and click Next.
                        Step 5   Accept the License Terms and click Next. Click Install on the Setup Support Files page.
                        Step 6   On the Setup Support Files page, click Next.
                        Step 7   On the Setup Role page, select SQL Server Feature Installation. Click Next.
                        Step 8   On the Feature Selection page, select only the following:
                        1. Database Engine Services
                        2. Client Tools Connectivity
                        3. SQL Server Books Online
                        4. Management Tools - Basic
                        5. Management Tools - Complete
                        6. SQL Client Connectivity SDK
                        Step 9   On the Installation Rules page, click Next.
                        Step 10   On the Instance Configuration page, select Default Instance. Click Next.
                        Step 11   On the Disk Space Requirements page, click Next.
                        Step 12   On Server Configuration page, select the Services Account tab.
                        1. For Service SQL Server Agent, select Account Name: NT AUTHORITY\SYSTEM and Startup Type: Automatic.
                        2. For Service SQL Server Database Engine, select Account Name: NT AUTHORITY\SYSTEM.
                        Step 13   Remain on the Server Configuration page and select the Collation tab.
                        1. Click Customize for Database Engine.
                        2. Click the Windows Collation designator and sort order radio button.
                        3. Select the applicable collation. Typically, choose the SQL Server collation that supports the Windows system locale that the customer most commonly uses (for example, "Latin1_General collation and Binary sort order" for English).

                          The collation you select affects what can be written to the database. For example, if you set the collation for Latin1_General and an agent enters Chinese characters in a field, the database cannot save the field value with those unsupported characters.

                          Additionally, it is critical to select the correct collation setting for the end user's language display during installation. If you do not select the correct collation during installation, you must uninstall and reinstall Microsoft SQL Server.

                          Windows Language SQL Server Collation Setting







                          Portuguese (Brazil)

                          Spanish (Spain)



                          Russian Cyrillic General
                          Chinese (China) Chinese_PRC
                          Chinese (Taiwan) Chinese_Taiwan_Stroke
                          Korean Korean_Wansung
                          Japanese Japanese
                        4. Click OK. Click Next on the Server Configuration page.
                        5. Click Next.
                        Step 14   On the Database Engine Configuration page:
                        1. Check Mixed Mode.
                        2. Enter the SQL Server system administrator (sa) account password and confirm it by reentering it.
                        3. (Optional) To add the user who is installing the SQL Server as an administrator, click Add Current User.
                        4. Click Next.
                        Step 15   Click Next on the Error Reporting page.
                        Step 16   Click Next on the Installation Configuration Rules page.
                        Step 17   Click Install on the Ready to Install page.
                        Step 18   Click Close at the Complete page.
                        Step 19   Install SQL Server Service Pack. Follow the Wizard and accept all defaults.
                        Step 20   Enable Named Pipes and set the sort order as follows:
                        1. Open the SQL Server Configuration Manager.
                        2. In the left pane, navigate to SQL Native Client 10.0 Configuration (32bit) > Client Protocols.
                        3. In the right pane, right-click Named Pipes and confirm that Enable is selected.
                        4. In the Client Protocols Properties window, select Named Pipes and click Move Up or Move down to change the order of the protocols as follows: Shared Memory, Named Pipes, TCP/IP, then click OK.
                        5. In the left pane, navigate to SQL Server Network Configuration > Protocols for MSSQLSERVER.
                        6. In the right pane, right-click Named Pipes and select Enable.
                        Step 21   Reserve the memory that SQL Server uses, as follows:
                        1. From the SQL Server Management Studio, right-click the server and select Properties.
                        2. Click Memory.
                        3. Set the Maximum server memory (in MB) to 4096. Click OK.
                        Step 22   Restart the SQL Server service by selecting Start > All Programs > Administrative Tools > Services. Right-click SQL Server (MSSQLSERVER) and select Stop. Right-click it again and select Start.
                        Step 23   Ensure that the SQL Server Browser is started:
                        1. Open the services panel from Control Panel.
                        2. Navigate to the SQL Server Browser.
                        3. Right-click to open the Properties window.
                        4. Enable the service and change the startup type to Automatic.


                        The SQL Server 2008 R2 installation disables the Windows' Computer Browser service. The ICMDBA requires that service to run some of its functionality. If you need to run ICMDBA on this server, enable the Computer Browser service.

                        Set users as System Administrators

                        Any users who are involved in installing or upgrading a Unified ICM/CCE & Hosted solution must be added as part of SQL Server Security login and associated with the System Administrator role. To set a user as a System Administrator, complete the following steps.

                          Step 1   Open the SQL Server Management Studio using the System Administrator login credentials.
                          Step 2   In the Object Explorer pane, click the Security folder.

                          The Security folder expands.

                          Step 3   Right-click the Logins folder, and then click New Login.

                          The Login-New view appears.

                          Step 4   In the Login name field, enter the Windows login name of the user whom you want to associate with the System Administrator role.
                          Step 5   Click OK.
                          Step 6   In the Object Explorer pane, click the Server Roles folder.

                          The Server Roles view appears.

                          Step 7   Check the sysadmin check box.
                          Step 8   Click OK.

                          The user is now a part of the SQL Security login and is also associated with the System Administrator role.

                          Set Windows locale

                          If the Windows system locale differs from the display language (and therefore also the SQL collation setting), some characters appear incorrectly in the user interface and are saved incorrectly to the database. For example, if the system locale is English and an agent works in Spanish, characters such as the acute a do not appear correctly.

                          If necessary, to synchronize the Windows system locale with the display language, perform this procedure on both Unified CCE Central Controllers (Logger, Router) and Administration and Data Server (AW-HDS-DDS) systems.

                            Step 1   Open Control Panel > Region and Language.
                            Step 2   Click the Administrative tab.
                            Step 3   Under Language for non-Unicode programs, click Change System Locale.
                            Step 4   Select the language and click OK.
                            Step 5   Click the Format tab.
                            Step 6   Under Format, match the language you selected in Step 4.
                            Step 7   Restart the virtual machine.

                            Increase database and log file size

                            Use the Microsoft SQL Server Enterprise Manager to increase the database and log sizes.

                            For the Tempdb, follow these guidelines:

                            • For Data Files:
                              • Set the Space Allocated to 1400 MB.
                              • Set Automatically grow files to 100MB.
                              • Set Unrestricted file growth.
                            • For Transaction Log Files, follow these guidelines:
                              • Set the Space Allocated to 400 MB.
                              • Set Automatically grow files to 10%.
                              • Set Unrestricted file growth.
                              • In the Options tab, ensure the following options are set to False: ANSI NULL, Recursive triggers, Auto close, Auto shrink and Use quoted identifiers.

                            Install antivirus software

                            All VMs in your contact center require antivirus software. Unified CCE supports the following antivirus products:

                            • McAfee VirusScan Enterprise 8.7i / 8.8i
                            • Symantec Endpoint Protection 11.0 / 12.1
                            • Trend Micro Server Protect Version 5.7 / 5.8

                            Use your antivirus vendor's product documentation for installation instructions, and adhere to the following:

                            • Update antivirus software manually. Do not enable automatic updates.
                            • To allow required access to installation program files or folders, perform file-blocking exclusions in the antivirus product file-and-folder protection rules. For example, to create the exclusions in McAfee VirusScan:
                              1. Open the VirusScan console.
                              2. Right-click Access Protection and select Properties.
                              3. In the Anti-virus Standard Protection category, make sure that the rule Prevent IRC communication is unchecked in the Block column.
                            • Be aware that in the firewall component of Symantec Endpoint Protection 12.1, the Network Threat Protection feature must be disabled. The feature is enabled by default. When the feature is enabled, both sides of a redundant router come up in stand-alone mode which blocks communication between each side of the router pair. This blocking affects all deployment types. If you retain the default (enabled) and start services on side A and B of the router, the following Symantec message appears in the system tray: "The client will block traffic from IP address [side A router address] for the next 600 seconds." The same message is also written to the security login client management. The Symantec Network Threat Protection traffic log indicates that a default firewall rule called “Block_all” was dynamically enabled. The router logs show that both sides of the router came up in stand-alone mode. To resolve the issue, disable the Symantec firewall and restart both sides of the router pair:
                              1. Double-click the Symantec icon in the system tray and select Change Settings.
                              2. Configure settings for Network Threat Protection and uncheck the Enable Firewall check box at the top of the Firewall tab.

                            Configure a database drive

                            Complete the following procedure for virtual machines that require another hard drive to archive data.

                              Step 1   Start > All Programs > Administrative Tools > Computer Management.
                              Step 2   Under Storage, click Disk Management.
                              Step 3   When you see Select Disks: Disk 1, select the option Use the following partition style for the selected disks: MBR (Master Boot Record).
                              Step 4   To create a new disk partition, right-click the second disk (marked as uninitialized), and choose Format.
                              1. Enter a name for the Volume Label.
                              2. Retain the default file system (NTFS).
                              3. Retain the default allocation unit size.
                              4. Check the Perform a quick format check box.
                              5. Click OK.
                              6. Click OK at the message about erasing data.

                                The format is complete when the status changes to Healthy.

                              The SQL reporting data is stored on this disk.