Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.0(x)
System Requirements
Downloads: This chapterpdf (PDF - 1.15MB) The complete bookPDF (PDF - 4.0MB) | The complete bookePub (ePub - 806.0KB) | Feedback

System Requirements

System Requirements

Solution Components

Cisco Packaged CCE contact center applications are:

The Cisco Unified CCE Call Server, which functions as the call router and makes all routing decisions. It also acts as the Peripheral Gateway and as the CTI OS object server.

The Cisco Unified CCE Data Server, which functions as the logger and stores contact center configuration data and reporting data.. It also serves as the Administration and Realtime data server (or AW).

The Cisco Unified Customer Voice Portal (CVP) Call Server provides prompting, queuing, and call control. For Packaged CCE, the CVP server combines the Call Server and VXML server functionality. This guide refers to it as the Unified CVP Call/VXML Server.

The Cisco Unified Communications Manager Server call processing component. The Publisher stores the read-write database. Devices such as phones and gateways register to the Subscribers.

The Cisco Unified CVP OAMP Server, which maintains the Unified CVP cluster.

The Cisco Unified CVP Reporting Server, which collects information from CVP components and call servers and makes that information available to Cisco Unified Intelligence Center.

Cisco Unified Intelligence Center, a web-based reporting application that generates real-time and historical reports for Unified Contact Center Enterprise and Cisco Unified CVP.

Cisco Finesse, a browser-based agent and supervisor desktop.

These VMs must be on Side A and Side B as indicated below:

SIDE A Required VMs

SIDE B Required VMs

Unified CCE Call Server

Unified CCE Call Server

Unified CCE Data Server

Unified CCE Data Server

Unified CVP Call/VXML Server 1A

Unified CVP Call/VXML Server 1B

Unified CVP Call/VXML Server 2A

Unified CVP Call/VXML Server 2B

Unified CVP OAMP Server

Unified Intelligence Center Publisher

Unified Intelligence Center Subscriber

Finesse Primary

Finesse Secondary

Unified Communications Manager Publisher and Subscribers must be part of the deployment. They can be VMs on Side A and Side B or they can be configured as external machines. The Unified CVP Reporting Server VM is optional.

SIDE A Other VMs

SIDE B Other VMs

Unified Communications Manager Publisher

Unified Communications Manager Subscriber 2

Unified Communications Manager Subscriber 1

Unified CVP Reporting Server (optional)


Note


You cannot have any additional VMs, even if you are using an external Unified Communications Manager cluster.

Hardware Requirements for C Series

The Packaged CCE deployment at the customer site must run in a duplexed environment with a pair of Unified Computing System (UCS) servers. These servers are referred to as Side A Host and Side B Host.

Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and C260 M2 TRC#1 servers for existing deployments. Only the UCS C240 M3S TRC#1 is available for new Packaged CCE orders.

C240 M3S: http:/​/​docwiki.cisco.com/​wiki/​UC_​Virtualization_​Supported_​Hardware#C240_​M3S_​.28SFF.29_​TRC.231

C260 M2: http:/​/​docwiki.cisco.com/​wiki/​UC_​Virtualization_​Supported_​Hardware#C260_​M2_​TRC.231

VMware Hosting

ESXi 5.1 with VM Version 8 is required.

Base Configuration and Utility Tools

Software Notes Download

CCEPACM1BaseConfig10x.zip

This software automatically configures certain elements needed for every PCCE deployment

Go to the Download Software page at http:/​/​software.cisco.com/​download/​type.html?mdfid=284360381&i=rm.

Click the link for Configuration Scripts.

Then select the zip file for the Base Configuration script.

Domain_Update_Tool.zip

This tool is required after installing the base configuration to modify the domain name stored in the database.

Go to the Download Software page at http:/​/​software.cisco.com/​download/​type.html?mdfid=284360381&i=rm.

Click the link for Configuration Scripts.

Then select the utility to modify the domain name.

Cisco Systems Contact Center Components

Component

Major Release Version

Operating System

Unified Contact Center Enterprise

10.0 and later maintenance releases

Microsoft Windows

Unified Customer Voice Portal

10.0 and later maintenance releases

Microsoft Windows

Unified Communications Manager

Unified CM 10.0(1) and later maintenance releases

Unified CM 9.1(1) and later maintenance releases

Linux-based Unified Communications Operating System

Unified Intelligence Center

10.0 and later maintenance releases

Linux-based Unified Communications Operating System

Cisco Finesse

10.0 and later maintenance releases

Linux-based Unified Communications Operating System

Optional:

Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 9.0 and later maintenance releases

Cisco SocialMiner - 10.0 and later maintenance releases

Cisco MediaSense - 10.0 and later maintenance releases

Third-Party Software

This section lists third-party software required to deliver virtualized Contact Center modules.


Note


Third-party software requirements are for both golden templates and direct installs.


Software

Version

Notes

Microsoft Windows Server 2008 R2 Standard Edition

Service Pack 1

Used for:

  • Unified CCE Call Server
  • Unified CCE Data Server
  • Unified CVP Call/VXML Server
  • Unified CVP OAMP Server
  • Unified CVP Reporting Server
Note    Windows Server 2008 Remote Desktop is not supported for software installation or upgrade.

Microsoft Windows Active Directory

Windows Server 2003, 2008, and 2012

Windows Server Active Directory support is inclusive of R2 versions.

Packaged CCE does not require any specific Active Directory functional level.

Microsoft SQL Server 2008 R2 x64 Standard Edition

Service Pack 2

Used for Unified CCE Data Server.

Antivirus

One of:

  • Symantec Endpoint Protection 12.1
  • Trend Micro Server Protect version 5.8
  • McAfee VirusScan Enterprise 8.8i

Required for all applications that run on the Windows platform.

Java

Java 6 Update 30 or latest update.

Java 7 is not supported.

Software Licenses

Partners must obtain unique licenses and apply them at the customer site.

Software License or PAK

Quantity

Included with Packaged CCE license SKU? Required?

Details

Unified CVP

4 PAKs

Yes Required

1 PAK for each of the four required Unified CVP Call/VXML servers (2 on the Side A server and 2 on the Side B server).

Unified Intelligence Center

1 PAK

Yes Required

1 PAK to be applied to the Unified Intelligence Center Publisher on Side A.

Call Studio

2 PAKs

Yes Required

1 PAK for each Call Studio workstation.

Unified CVP Reporting Server 1 or 2 PAKs No - procure separately Optional

Maximum of 2 additional Unified CVP PAKs for each optional Unified CVP Reporting server.

Microsoft Windows Server 2008 Standard Edition R2 SP1

9 licenses

No - procure separately Required

1 license for each of the required Unified CCE Call and Data servers (2 on the Side A server and 2 on the Side B server) = 4 licenses.

1 license for each of the 4 required Unified CVP Call/VXML servers (2 on the Side A server and 2 on the Side B server) = 4 licenses.

1 license for the Unified CVP OAMP server on Side A = 1 license.

Microsoft Windows Server 2008 R2 Standard Edition SP1

1 or 2 licenses No - procure separately Optional

Maximum of 2 additional Microsoft Server 2008 R2 SP1 licenses for each optional Unified CVP Reporting server.

Microsoft SQL Server 2008 R2 Standard Edition SP2

2 licenses

No - procure separately Required

1 license for the Side A Data Server and 1 license for the Side B Data Server.

VMware vSphere Standard or Enterprise ESXi 5.x

4 licenses

No - procure separately Required

2 licenses for the server on Side A and 2 licenses for the server on Side B.

VMare vCenter (for golden template deployments) 1 license No - procure separately Optional Needed only by partners who will use the Packaged CCE Golden Template cloning process.

Supported Browsers

These browsers are supported for Release 10.0:
  • Microsoft Internet Explorer 9
  • Mozilla Firefox 24 and later