Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.0(x)
Cisco Unified Intelligence Center
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Cisco Unified Intelligence Center

Cisco Unified Intelligence Center

This chapter contains the configuration procedures you must perform to configure Unified Intelligence Center on Side A and Side B.

Configure Unified Intelligence Center Data Sources

Procedure
    Step 1   Sign in to Unified Intelligence Center with your Cisco Intelligence Center administrator account (https://<hostname>:8444/cuic).
    Step 2   Click Data Sources in the left panel.
    Step 3   Choose the Unified CCE Historical Data Source. Click Edit.
    1. In the Database Host field, enter the IP Address of the Side A Unified CCE Data Server.

      For an external AW-HDS-DDS, enter the IP Address of the server for the external HDS.

    2. For Port, enter 1433.
    3. In the Database Name field, enter {instance}_sideA.

      For an external HDS, enter {instance}_awdb.

    4. Select the timezone.
    5. In the Database User ID, enter the username for the SQL Server user account created when you configured the Cisco Intelligence Center SQL User Account.
    6. Enter and confirm the SQL Server User password.
    7. For Charset, enter ISO-8859-1.
    8. Leave the Instance field blank.
    9. Click Test Connection.
    Step 4   Click the Secondary tab to configure Unified CCE Historical Data Source for side B.
    1. Click Failover Enabled.
    2. In the Database Host field, enter the IP address of the Side B Unified CCE Database Server.

      For an external AW-HDS-DDS, enter the IP Address of the external AW-HDS-DDS server.

    3. For Port, enter 1433.
    4. For an external HDS, enter {instance}_awdb.
    5. Complete other fields as in the Primary tab.
    6. Click Test Connection.
    7. Click Save.
    Step 5   Choose the Unified CCE Realtime Data Source. Click Edit.
    1. In the Database Host field, enter the IP address of the Side A Unified CCE Data Server.

      For an external AW-HDS-DDS, enter the IP Address of the external server.

    2. For Port, enter 1433.
    3. In the Database Name field, enter {instance}_awdb.
    4. Select the timezone.
    5. In the Database User ID field, enter the user name for that you configured for the Cisco Unified Intelligence Center SQL Server user account.
    6. Enter and confirm the Cisco Unified Intelligence Center User password.
    7. For Charset, enter the charset of the installed SQL.
    8. Leave the Instance field blank.
    9. Click Test Connection.
    10. Click Save.
    Step 6   Click the Secondary tab to configure Unified CCE Realtime Data Source for side B.
    1. Click Failover Enabled.
    2. In the Database Host field, enter the IP Address of the Side B Unified CCE Database Server.

      For an external AW-HDS-DDS server, enter the IP Address of the server for the external HDS.

    3. In the Database Name field, enter {instance}_awdb.
    4. Complete other fields as in the Primary tab.
    5. Click Test Connection.
    6. Click Save.

    Download Report Bundles

    The following Cisco Unified Intelligence Center report bundles are available as downloads from Cisco.com http:/​/​software.cisco.com/​download/​type.html?mdfid=282163829&catid=null. Click the Intelligence Center Reports link to view all available report bundles:

    • Realtime and Historical Transitional templates - Introductory templates designed for new users. These templates are simplified versions of the All Fields templates, and are similar to templates available in other contact center solutions.
    • Realtime and Historical All Fields templates - Templates that provide data from all fields in a database. These templates are most useful as a basis for creating custom report templates.
    • Live Data templates - Templates that provide up to the moment data for contact center activity.
    • Realtime and Historical Outbound templates - Templates for reporting on Outbound Option activity. Import these templates if your deployment includes Outbound Option.
    • Realtime and Historical Cisco SocialMiner templates - Templates for reporting on SocialMiner activity. Import these templates if your deployment includes SocialMiner.
    • Cisco Unified Intelligence Center Admin Security templates - Templates to report on Cisco Unified Intelligence Server audit trails, permissions, and template ownership.

    Some of the templates in these bundles are not applicable in Cisco Packaged CCE deployment. See the Cisco Packaged Contact Center Enterprise Reporting User Guide at http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​tsd_​products_​support_​series_​home.html for more information about the templates used in Packaged CCE deployments.

    Additionally, sample custom report templates are available from the Cisco Developer Network (http:/​/​developer.cisco.com/​web/​ccr/​documentation), and include templates for:

    • Cisco Unified E-Mail Interaction Manager (Unified EIM)
    • Cisco Unified Web Interaction Manager (Unified WIM)
    • Cisco Unified Customer Voice Portal (Unified CVP)

    Import Report Bundles

    Procedure
      Step 1   Click Reports in the left pane.
      Step 2   Click Import Report.
      Step 3   In the File Name (XML or ZIP file) field, click Browse.
      Step 4   Browse to and select the report bundle zip file, and click Open.
      Step 5   Select the location where you want to save the file.
      Step 6   Click Import.
      Step 7   From the Data Source for ValueList drop-down list, select the data source used.
      Note   

      You have to select a data source for the value list only if it does not use the same data source as the report definition. For LiveData the Data Source for ReportDefinition should be LiveData JMS DataSource. The Data Source for ValueList should be UCCE Realtime.

      Step 8   Click Import.

      Configure Unified Intelligence Center Administration

      Procedure
        Step 1   Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
        Step 2   Configure the Active Directory tab under Cluster Configuration > Reporting Configuration.
        1. Enter the Host Address for the Primary Active Directory Server.
        2. Leave the default value for Port.
        3. Complete the Manager Distinguished Name fields.
        4. Enter and confirm the password with which the Manager accesses the domain controller.
        5. For User Search Base, specify the Distinguished Name of the domain you want to search.
        6. For Attribute for User ID, select sAMAccountName.
        7. Add at least one domain for the UserName Identifier. Do not type the @ sign before the domain name.
        8. Set a domain as the default.
        9. Click Test Connection.
        10. Click Save.
        Step 3   Configure syslog for all devices.
        1. Choose Device Management > Log and Trace Settings.
        2. For each host address:
          • Select the associated servers.
          • In the Edit Serviceability Settings screen Syslog Settings pane, configure the Primary and Backup Host. Click Save.
        Step 4   Configure SNMP for all devices.
        1. Select Network Management > SNMP.
        2. Navigate to SNMP and for each server add the following:
          • V1/V2c Community Strings.
          • Notification Destination.