Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)
System Requirements and Server Configuration
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System Requirements and Server Configuration

System Requirements and Server Configuration

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

Open Virtualization Files

Open Virtualization Format files, packaged as OVAs, define the basic structure of the VMs that are created. This includes the CPU, RAM, disk space, reservation for CPU, and reservation for memory.

OVA files for Packaged CCE are contained in the CCE-­PAC-­M1-­OVA zip file at Cisco.com.

VMware Hosting

ESXi 5.1 with VM Version 8 is required.

Software

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 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 and later releases are not supported.

Supported Browsers

These browsers are supported for Release 10.0:
  • Microsoft Internet Explorer 9

  • Mozilla Firefox 24 and later

Automation Tools

Download and then install the following tools on the client from which the automation will be run.

Software

Version

Download

GoldenTemplateTool zip file

10.0(1)

Go to http:/​/​cisco.com/​en/​US/​products/​ps12586/​tsd_​products_​support_​series_​home.html.

Click Download Software.

Then select Packaged Contact Center Enterprise Deployment Scripts.

PowerCLI

5.0, 32-bit

http:/​/​downloads.vmware.com/​d/​details/​pcli50/​dHRAYnQlKmpiZHAlJQ==

OVF tool

32-bit

https:/​/​my.vmware.com/​group/​vmware/​details?downloadGroup=OVFTOOL350&productId=353

WinImage

8.5, 32-bit

http:/​/​winimage.com/​download.htm.

Note   

WinImage is shareware. If you choose to not purchase a licensed copy, you will see pop-ups when you run this tool. Clicking No at the pop-ups allows you to proceed.

Microsoft Excel

Release 2003 or later

--

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.

Side A Server Component Configurations

Components vCPU* RAM (in GB) HDD (in GB) CPU Reservation (in MHz) Virtual Network Adapter Type RAM Reservation (in MB)

Unified CCE Call Server

4

8

80

5000

VMXNet3

8192

Unified CCE Data Server

4

8

80 + 750

5100

VMXNet3

8192

Unified CVP Server 1A

4

4

150

1800

VMXNet3

4096

Unified CVP Server 2A

4

4

150

1800

VMXNet3

4096

Finesse

4

8

146

8000

E1000

8192

Unified CVP OAMP Server

1

4

80

no reservation made

VMXNet3

no reservation made

Unified Intelligence Center Publisher

4

10

146

900

Flexible

10GB (10240MB)

Unified Communications Manager Publisher

2

6

110

3600

VMXNet3

6144

Unified Communications Manager Subscriber 1

2

6

110

3600

VMXNet3

6144

* vCPUs are oversubscribed by design.

Side B Server Component Configurations

Components vCPU* RAM (in GB) HDD (in GB) CPU Reservation (in MHz) Virtual Network Adapter Type RAM Reservation (in MB)

Unified CCE Call Server

4

8

80

5000

VMXNet3

8192

Unified CCE Data Server

4

8

80 + 750

5100

VMXNet3

8192

Unified CVP Server 1B

4

4

150

1800

VMXNet3

4096

Unified CVP Server 2B

4

4

150

1800

VMXNet3

4096

Unified CVP Reporting Server (optional)

4

4

72 + 438

no reservations made

VMXNet3

no reservations made

Finesse

4

8

146

8000

E1000

8192

Unified Intelligence Center Subscriber

4

10

146

900

Flexible

10GB (10240MB)

Unified Communications Manager Subscriber 2

2

6

110

3600

VMXNet3

6144

* vCPUs are oversubscribed by design.

Software Licenses

Software License or PAK

Quantity

Included with Packaged CCE license SKU? Required?

Details

Unified CVP

4 PAKs

Yes Yes 1 PAK for each of the four required Unified CVP Servers

Unified Intelligence Center

1 PAK

Yes Yes

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

Unified Call Studio

2 PAKs

Yes Yes

1 PAK for each Unified Call Studio workstation.

Unified CVP Reporting Server 1 or 2 PAKs No No

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

Microsoft Windows Server 2008 R2

9 -10 licenses

No Yes

1 Virtual OS license for each of the required Unified CCE Call and Data Servers = 4 licenses.

1 Virtual OS license for each of the 4 required Unified CVP Servers = 4 licenses.

1 Virtual OS license for the Unified CVP OAMP Server = 1 license.

1 additional Windows Server Virtual OS license for an optional Unified CVP Reporting Server.

Note    For more information on Microsoft Windows Server Licensing options, please contact Microsoft or your authorized Microsoft reseller.

Microsoft SQL Server 2008

2 licenses

No Yes

1 license for each Data Server.

VMware vSphere Standard or Enterprise ESXi 5.x

4 licenses

No Yes

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

1 license per CPU in each server. Each server has 2 CPUs.

VMware vCenter 5.x 1 license No No

Needed by partners who use the Packaged CCE Golden Template cloning process.

Fault Tolerance

Packaged Contact Center Enterprise uses two servers to run the core applications components in duplex (synchronized) operation. This gives the contact center site survivability and recovery in most failure scenarios. Packaged CCE does not support simplex (single-server) deployments, outside of lab mode.

Router and PG co-location on a single physical server (one per side) requires a high level of network fault tolerance to avoid a double failure. A double failure is the loss of both the Visible and Private network connectivity to the host server, causing a potentially serious degradation in call routing. Recovery from double failure requires manual intervention.

Local and Wide Area Network Communications

Due to the use of VMware virtual switch (vSwitch) and the nature of the fault and recovery mechanism, Cisco Systems requires VMware NIC Teaming to connect to redundant physical switches for the Packaged CCE public and private networks. See the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide for more on this design.

Network uplink designs other than that detailed in the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide may expose the applications to unexpected fault scenarios that impact the recovery and/or operation of the Contact Center.

This fault tolerant design specifies use of two VMware vSwitches, one each for the Packaged CCE public and private network VLANs. Each vSwitch has one Active and one Standby vmnic. Each Active/Standby pair should be split across physical NIC adapters (for example, Active onboard/Standby on add-in card) and alternate Active paths to two data center switches. These two data center switches must be configured for both public and private network communications. The intention of the uplinks is to ensure that no single failure (physical NIC card, cable, physical switch) causes the loss of both the public and private network communications at the same time, or the loss of both the Active and Standby for the same vSwitch at the same time.


Note


VMware and server management vSwitch should also be configured separately for enterprise management separate from either the public or private network communications paths, following VMware best practices.

Campus LAN, Metro Area Network (MAN) and Wide Area Network (WAN) (all considered WAN from here) split Packaged CCE deployments require a highly available Visible network communications between those data centers. These data centers must also have dedicated or shared Packaged CCE Private network communications path in a topology such that no single point of failure within that data center and WAN infrastructure results in the loss of both the Packaged CCE visible and private network communications for more than 500ms.

Latency Requirements
Network Maximum Round Trip Time Supported
Visible 400 ms
Private 100 ms

Bandwidth Provisioning and Network QoS Considerations

Your Wide Area Network must support QoS. For details, refer to the Bandwidth Provisioning and QoS considerations section in the Cisco Unified Contact Center Enterprise Design Guide. at http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1844/​products_​implementation_​design_​guides_​list.html.

Data Backup

Data backup tools must be run during a scheduled maintenance window. If you use local SQL backups, make sure that the local machine has sufficient capacity. If not, back up to remote storage on the network.

NTP and Time Synchronization

Packaged CCE requires that all parts of the solution have the same time. While time drift occurs naturally, it is critical to configure NTP to keep solution components synchronized. To prevent time drifts on Live Data reports, the NTP settings on the Data Server VMs, the Call Server VMs, and on the Cisco Unified Intelligence Center Publisher and Subscriber VMs must be synchronized.

Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide for details: http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​prod_​installation_​guides_​list.html.