CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 10.5(1)
CTI OS Server Installation
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CTI OS Server Installation

CTI OS Server Installation

This chapter lists some guidelines to consider when you install the CTI OS Server and provides procedures for these tasks.


You cannot run the installer remotely. Mount the installer ISO file only to a local machine. Various errors can occur during installation over the network. Keep in mind that for installation of major releases, there is no way to roll the installation back to the previous release if the installation or upgrade fails part way through.

CTI OS Server Installation Guidelines

Following are some guidelines to consider when you install CTI OS Server:

  • CTI OS is typically installed in a duplex configuration. Two CTI OS Servers installed on separate systems work in parallel to provide redundancy. Installing only one CTI OS Server prevents failover recovery by client systems.
  • CTI OS must be co-located on the same box as the PG/CG.
  • Ensure that your CTI OS system meets the specified requirements. See Compatibility Matrix for Unified CCE.
Related Information

Upgrade from Previous Version

If you are upgrading from a CTI OS Server Release 10.0 you do not need to uninstall CTI OS Server before you install CTI OS Server Release 10.5.


The listen ports for CTI OS Server and silent monitor are registered as firewall exceptions upon installation of CTI OS Sever 10.(x).

    Step 1   When you start Setup.exe, the Instance dialog box appears. Click Upgrade All.
    Step 2   If you have a version of CTI OS Server already installed and you are attempting to install the latest version, the following pop-up window appears:
    Figure 1. Patch Installation Warning

    Step 3   Click Yes.

    Several status dialog boxes appear informing you of the installation process. All the files that belong to the previous version are deleted and the files for the latest version are installed.

    Install CTI OS Server

    If you are installing a new CTI OS Server, perform the following steps.


    The CTI OS Server installation procedure described on the following pages includes some screens for mobile agents and silent monitor server.

      Step 1   From the Server directory on the CD, run setup.exe.

      When you run programs from a Windows Server 2008 R2 system with User Account Control enabled, Windows needs your permission to continue. Click Allow in the User Account Control window to run the programs.

      Step 2   Click Yes on the Software License Agreement screen.

      The CTI OS Instances dialog box appears.

      The CTI OS Instances dialog box allows you to create CTI OS Instances and add CTI OS Servers to a configured instance of CTI OS.

      Figure 2. CTI OS Instances


      The Add buttons are disabled if you cannot create another CTI OS instance.

      Step 3   You must install a Windows Server 2008 R2 compatible maintenance release for this software to function on Windows Server 2008 R2.
      Step 4   Under the CTI OS Instance List, click Add. The following dialog box appears.
      Figure 3. CTI OS Instance List

      Step 5   Enter an instance name. For example, if you enter an instance called "cisco," the following window appears:
      Figure 4. CTI OS Instances

      Step 6   Click Add inside the CTI OS Server List.

      The Add CTIOS Server dialog box appears.

      Figure 5. CTI OS Server Selection

      The CTIOS Server Name is filled in with the string "CTIOS" followed by the next available index for a CTI OS Server. If a CTI OS Server has been deleted, the CTIOS Server Name string is filled in with the index that was deleted.

      Step 7   If you are installing CTI OS Server for the first time, an Enter Desktop Drive screen appears. Accept the default installation drive or select another drive from the drop-down list.
      Figure 6. Desktop Drive Selection

      Step 8   Click OK.

      The CTI Server Information screen appears.

      Figure 7. CTI OS Server Information

      Step 9   Enter the Name or IP Address and the Port Number for your CTI systems.

      If the peripheral is configured for a previous CTI OS Server, the "Name or IP Address" field is pre-populated with the CTI Server name of that previously configured CTI OS Server.

      Step 10   Click Next.

      The Peripheral Identifier screen appears.

      The Peripheral Type field is prepopulated with the peripheral type if the peripheral is configured for a previous CTI OS Server.


      When you configure multiple CTI OS Servers to use a single CTI Server, every CTI OS Server configured in addition to the first defaults to the configuration of the first CTI OS Server.

      Figure 8. Peripheral Identifier

      Because multi-instance does not support multiple servers, any server configured as part of an instance that has other servers does not list "UCCE Hosted" in the peripheral type field.

      Because multiple servers cannot be supported with multiple instances, the peripheral type drop-down list only contains "UCCE Hosted" when a server is added to a system with multiple instances already configured.

      Step 11   If the peripheral has not been configured for a previous CTI OS Server, specify the following information:
      • A Logical Name for your peripheral. This can be any valid logical name that uniquely identifies your peripheral.

        Only Peripheral Types of "UCCE", "UCCE Hosted Edition" have the "Login By" and "Enable Mobile Agent" group boxes enabled. In the "Login By" box, you can choose between logging in by Agent ID or by Login Name. The "Login By" setting determines how CTI Toolkit Agent and Supervisor Desktops allow Login and Chat request (either AgentID OR LoginName). This setting does not affect other CTI applications. CTI OS Server itself can service Login requests both ways (by AgentID and by LoginName) for UCCE.

        All other peripheral types log in by Agent ID only, and the choice is disabled. If this is to be a multi-instance environment, select UCCE Hosted Edition.

      • The Peripheral ID associated with the switch your telephone is connected to.
      • The Peripheral Type of the switch your telephone is connected to.
      • Whether to enable mobile agent.
      • Mobile agent mode. Specify one of the following:
        • Agent chooses—Agent chooses the mode.
        • Call by call—The agent's remote phone is dialed for each individual call.
        • Nailed connection—The agent is called once upon login and remains connected.

      You can specify information for only one peripheral during CTI OS Server setup. To configure additional peripherals, follow the procedure in the section Configure Additional Peripherals.

      Step 12   Click Next.

      The Connection Information screen appears.

      Figure 9. Connection Information

      Enter the port number and the heartbeat information for your CTI OS Server instance.


      For all peripheral types except UCCE Hosted, accept the default Listen Port value of 42028. For the UCCE Hosted peripheral type, only the first instance can have this port. For subsequent instances, increment the port number by 1 (42029, 42030, and so forth), taking care to configure the clients that connect to them with the same port in their installs.

      Step 13   Click Next.

      The Statistics Information screen appears.

      Figure 10. Statistics Information

      • Enabling CAD Agent disables the agent statistics polling interval from the CTI OS Server. CAD agents receive only skillgroup statistics from CTI OS Server.
      • After performing an Upgrade All, you must rerun setup to access this screen and reconfigure the for appropriate statistical information.
      Step 14   Enter the default polling interval for Skillgroup statistics (in seconds).

      Because Quality of Service (QoS) enablement and statistics enablement are mutually exclusive, enabling QoS zeros and disables all of the information relating to statistics.

      Step 15   Click Next.

      The UCCE Silent Monitor Type screen appears.

      Figure 11. UCCE Silent Monitor Type

      Step 16   Select the silent monitor type.
      • If Unified CM Based or Disabled is chosen, clicking Next takes you to the "Peer CTI OS Server" screen. Proceed to Step 17.


        If Unified CM-Based is chosen, see Unified Communications Manager-Based Silent Monitor Configuration.

      • If Disabled is chosen, CTI OS-based silent monitor is configured, but disabled. This means the registry settings below have the following values:



        HKLM\SOFTWARE\Cisco Systems, Inc.\Ctios\CTIOS_<instance>\CTIOS1\EnterpriseDesktopSettings\All Desktops\IPCCSilentMonitor\Name\Settings\CCMBasedSilentMonitor


        HKLM\SOFTWARE\Cisco Systems, Inc.\Ctios\CTIOS_<instance>\CTIOS1\EnterpriseDesktopSettings\All Desktops\Login\ConnectionProfiles\Name\UCCE\ IPCCSilentMonitorEnabled


      • If CTI OS Based silent monitor is chosen, clicking Next takes you to the "Silent Monitor Information" screen.

        Figure 12. Silent Monitor Information

      Step 17   On the Silent Monitor Information screen enter the following information:
      • The port number used by the client to connect to the silent monitor service.
      • The set of silent monitor servers that the desktop connects to. The desktop randomly connects to one of the silent monitor servers specified here. If the client is configured to use secure connections, the client attempts to connect to the silent monitor server using a secure connection. If the silent monitor server is configured to use secure connections, then a secure connection is established with the silent monitor server. Otherwise, an unsecure connection is used. A client uses the same certificates it uses to communicate with CTI OS Server to establish a secure connection to the silent monitor server.
      Step 18   Click Next.

      The Peer CTIOS Server screen appears.

      Figure 13. CTI OS Server Information

      Step 19   You can use the Peer CTIOS Server dialog box to configure a CTI OS Peer Server. You can also use it for Chat and CTI OS silent monitoring. Enter the appropriate information as shown in the following figure:
      Figure 14. Peer CTI OS Server

      After you click Finish and the files are created, the service is registered and Registry entries are made.


      You can configure the chat window to beep every time a new message arrives. To make the Chat control beep every time a new message arrives, set the following registry key to a non-zero value.

      HKEY_LOCAL_MACHINE\Cisco Systems, Inc.\CTI Desktop\CtiOs\BeepOnMsgReceived

      If the registry key does not exist or if its value is set to zero, the Chat control does not beep.

      Step 20   The Security installation is launched with the following dialog box:
      Figure 15. CTI OS Server Security

      If you wish to disable Security, click OK; otherwise, select the checkbox and enter the appropriate information, and click OK. For more information about CTI OS Security, see CTI OS Security.


      To simplify deployments, you must enable security for all CTI OS components (clients, CTI OS Server, and silent monitor server) or disable security for all CTI OS components.

      Step 21   The following window appears if you enable Security:
      Figure 16. CTI OS Security InstallShield Wizard

      After the CTI OS Server Security Setup is complete, click Finish.

      You are asked about whether you want to restart your computer now or later. If you select Yes your computer reboots. If you previously selected UCCE Hosted Edition and want to add more instances, select No and return to step 5.


      CTI OS Multi Instance setup does not allow two or more CTI OS Servers to connect to the same CTI Server. Also, it does not allow two or more CTI OS Servers to use the same listen port.


      Rerun CTI OS Server setup after you complete the installation.

      Uninstalling CTI OS Server

      To uninstall the CTI OS Server, rerun the Setup program for the previous release and delete the Unified ICM Customer Instance that you specified during CTI OS Server Setup.

      Determine Version Number of Installed Files

      If the CTI OS Server is currently running, the title bar of the CTIOS Server process window displays the CTI OS version number and the build number.

      Figure 17. CTI OS Server Process

      If CTI OS Server is not running, you can determine the version number of an installed CTI OS Server file by performing the following steps.

        Step 1   Open a window for the ICM\CTIOS_bin subdirectory.
        Step 2   Highlight the file ctiosservernode.exe.
        Figure 18. CTIOS_bin Folder

        Step 3   Right-click the highlighted file.
        Step 4   Select Properties from the drop-down menu. The Properties dialog box appears.
        Step 5   Select the Version tab.

        This tab contains version information (release number and build number) for the file.

        Figure 19. CTI OS ServerNode Properties