Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.5(1)
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Base Configuration Updates

This topic lists base configuration file updates subsequent to the initial base configuration of Release 9.0(1). If you have an older base configuration, you need to apply the missing configuration items manually before upgrading to a later version. For example, if you upgrade from Release 9.0(1) to Release 9.0(4), you need to manually update the Release 9.0(2) and Release 9.0(3) base configuration changes. To update manually, change deployment type from Packaged CCE so that you can access the appropriate Configuration Manager tools.

No base configuration changes are required if you are upgrading from Release 10.0(1)


Note


Installing the latest base configuration will delete existing configuration information.


All base configuration file updates beginning with Release 10.0(1) are applied automatically. No manual configuration is required. For example, if you upgrade from Release 9.0(2) to Release 10.5(1), you only need to manually update the Release 9.0(3) and Release 9.0(4) base configuration changes.

Release 9.0(2) Base Configuration Changes

Expanded Call Variables--- Delete these two ECC variables and re-add them with the following parameter changes:

  1. Name = user.microapp.ToExtVXML
    • Maximum length = 60
    • Array = checked
    • Maximum array size = 4
  2. Name = user.microapp.FromExtVXML
    • Maximum length = 60
    • Array = checked
    • Maximum array size = 4

Release 9.0(3) Base Configuration Changes

Enterprise Route and Enterprise Skill Groups: remove all.

Label --- add the following label:
  • Label = 6661111000
  • Label type = Normal
  • Target Type (filter)= Network_VRU
  • Network target = CVP_Network_VRU
  • Customer = <None>

Media Routing Domain --- add four media routing domains as follows:

  1. Name = Cisco_BC
    • Media Class = CIM_BC
    • Task life = 300
    • Task start timeout = 30
    • Task Max Duration = 28800
    • Calls in Queue Max = 50
    • Calls in Queue Max per call type = 50
    • Calls in Queue Max time in queue = 28800
    • Service level threshold = 30
    • Service level type = Ignore abandoned calls
    • Interruptible = checked
  2. Name = Cisco_EIM
    • Media Class = CIM_EIM
    • Task life = 300
    • Task start timeout = 30
    • Task Max Duration = 28800
    • Calls in Queue Max = 50
    • Calls in Queue Max per call type = 50
    • Calls in Queue Max time in queue = 28800
    • Service level threshold = 30
    • Service level type = Ignore abandoned calls
    • Interruptible = checked
  3. Name = Cisco_EIM_Outbound
    • Media Class = CIM_EIM_Outbound
    • Task life = 300
    • Task start timeout = 30
    • Task Max Duration = 28800
    • Calls in Queue Max = 50
    • Calls in Queue Max per call type = 50
    • Calls in Queue Max time in queue = 28800
    • Service level threshold = 30
    • Service level type = Ignore abandoned calls
    • Interruptible = checked
  4. Name = Cisco_WIM
    • Media Class = CIM_WIM
    • Task life = 300
    • Task start timeout = 30
    • Task Max Duration = 28800
    • Calls in Queue Max = 50
    • Calls in Queue Max per call type = 50
    • Calls in Queue Max time in queue = 28800
    • Service level threshold = 30
    • Service level type = Ignore abandoned calls
    • Interruptible = checked
Network Trunk Group --- add this Network Trunk Group:
  • Name = GENERIC
  • Description = null

Trunk Group --- add these12 Trunk Groups to Network Trunk Group GENERIC.

  1. Peripheral = CVP_PG_1A
    • Peripheral number = 100
    • Peripheral Name = 100
    • Name = CVP_PG_1A.100
    • Trunk count = 0
  2. Peripheral = CVP_PG_1A
    • Peripheral number = 200
    • Peripheral name = 200
    • Name = CVP_PG_1A.200
    • Peripheral ID = 5001
    • Trunk count = 0
  3. Peripheral = CVP_PG_1A
    • Peripheral number = 300
    • Peripheral name = 300
    • Name = CVP_PG_1A.300
    • Trunk count = 0
  4. Peripheral = CVP_PG_1B
    • Peripheral number = 100
    • Peripheral name = 100
    • Name = CVP_PG_1B.100
    • Trunk count = 0
  5. Peripheral = CVP_PG_1B
    • Peripheral number = 200
    • Peripheral name = 200
    • Name = CVP_PG_1B.200
    • Trunk count = 0
  6. Peripheral = CVP_PG_1B
    • Peripheral number = 300
    • Peripheral name = 300
    • Name = CVP_PG_1B.300
    • Trunk count = 0
  7. Peripheral = CVP_PG_2A
    • Peripheral number = 100
    • Peripheral name = 100
    • Name = CVP_PG_2A.100
    • Trunk count = 0
  8. Peripheral = CVP_PG_2A
    • Peripheral number = 200
    • Peripheral name = 200
    • Name = CVP_PG_2A.200
    • Trunk count = 0
  9. Peripheral = CVP_PG_2A
    • Peripheral number = 300
    • Peripheral name = 300
    • Name = CVP_PG_2A.300
    • Trunk count = 0
  10. Peripheral = CVP_PG_1B
    • Peripheral number = 100
    • Peripheral name = 100
    • Name = CVP_PG_2B.100
    • Trunk count = 0
  11. Peripheral = CVP_PG_1B
    • Peripheral number = 200
    • Peripheral name = 200
    • Name = CVP_PG_2B.200
    • Trunk count = 0
  12. Peripheral = CVP_PG_1B
    • Peripheral number = 300
    • Peripheral name = 300
    • Name = CVP_PG_2B.300
    • Trunk count = 0

Release 9.0(4) Base Configuration Changes

Agent Targeting Rule --- add this rule:

Name = AgentExtensions
  • Peripheral = CUCM_PG_1
  • Rule type = Agent Extension
  • Translation route id = <None>
  • Agent extension prefix = null
  • Agent extension length = 1
  • Routing client:
    • CUCM_PG_1
    • CVP_PG_1A
    • CVP_PG_1B
    • CVP_PG_2A
    • CVP_PG_2B
    • Outbound
    • Multichannel
  • Extension ranges Low - High:
    • 000---999
    • 0000---9999
    • 00000---99999
    • 000000---999999
    • 0000000---9999999
    • 00000000---99999999
    • 000000000---999999999
    • 000000000---9999999999

Label---Change the Label attribute to 7777777777 for Routing Clients CVP_PG_1A, CVP_PG1B, CVP_PG_2A, and CVP_PG2B.

Media Routing Domain---Change 3 of the Media Routing Domains added in 9.0(3) as follows:

  1. Name = Cisco_BC
    • Change Interruptible to unnchecked.
  2. Name = Cisco_EIM
    • Change Calls in Queue Max to15000.
  3. Name = Cisco_WIM
    • Change Calls in Queue Max to 5000.

Install Language Pack

If a customer requires a language instead of the default (English), you can download the Packaged CCE Language Pack executable from the Unified Contact Center Download Software page.

Install Language Pack

Install the Language Pack on both CCE Data Servers (Side A and Side B) and on any external HDS systems. After the Language Pack is installed, the Unified Web Administration Sign-In page has a language drop-down menu that lists all available languages. Select a language to display the user interface and the online help in that language.

Important: Install at off-peak hours. The CCE Data Servers and external HDS systems are not usable during the installation of the Language Pack.

UnInstall Language Pack

The customer can uninstall the Language Pack from Windows Control Panel > Programs and Features > Uninstall or change a program.

Simple Network Management Protocol

Simple Network Management Protocol (SNMP) facilitates the exchange of management information among network devices so that administrators can manage network performance and solve network problems. SNMP community strings, users, and network destinations are configured in Cisco Unified Serviceability.

Unified Serviceability is one of the tools that open from the Navigation drop-down in Cisco Unified Communications Solutions tools. You can also access Unified Serviceability by entering http://x.x.x.x/ccmservice/, where x.x.x.x is the IP address of the publisher.

Community Strings

The SNMP agent uses community strings to provide security. You must configure community strings to access any management information base (MIB). Add new community strings in the Cisco Serviceability Administration interface.

A community string is configured with:
  • a server
  • a name of up to 32 characters
  • a setting to accept SNMP packets from any host or from specified hosts
  • access privileges (readonly, readwrite, readwritenotify, notifyonly, readnotifyonly, and none)
  • a setting to apply the community string to all nodes in the cluster

Notification Destinations

Add notification destinations for delivery of SNMP notification events when events occur. Add and maintain notification destinations in the Cisco Serviceability Administration interface.

A notification destination is configured with:
  • a server
  • the host IP addresses of the trap destination
  • a port number
  • the SNMP version (V1 or V2c)
  • the community string name to be used in the notification messages that the host generates
  • the notification type
  • a setting to apply to the notification destination configuration to all nodes in the cluster

Configure Cisco Unified Communications Manager Service Configuration Settings

Locations-based call admission control (CAC) is used in the Unified CCE branch-office call flow model (also known as the Centralized Model). This means that all servers (Unified CVP, Unified CCE, Unified Communications Manager, and SIP Proxy server) are centralized in one or two data centers, and each branch office.

Set the following configuration parameters to make Unified Communications Manager use the Ingress gateway instead of Unified CVP as the originating location of the call. These settings ensure that CAC can be properly adjusted based on the locations of the calling endpoint and the phone.

Procedure
    Step 1   Set "Accept Unknown TCP connection" in Unified CM Service parameters.
    Step 2   Set the Unified CM Service parameter "GK controlled trunk that will listen to 1720" to "None".
    Step 3   Do not define Unified CVP as a gateway device in Unified CM.
    Step 4   Define the Ingress gateways as gateway devices in Unified CM. Assign the correct location to the devices.

    Certificates for Live Data

    If you use HTTPS for Finesse and Cisco Unified Intelligence Center, you must either use the self-signed certificates provided with Finesse and Cisco Unified Intelligence Center, obtain and install a CA certificate from a third-party vendor, or produce one internally. The procedures in this appendix describe how to use the self-signed certificates or produce and upload CA certificates.

    Add Self-Signed Certificates for Live Data

    Both Finesse and Cisco Unified Intelligence Center are installed with self-signed certificates. The following procedure uses these self-signed certificates. However, if you use the self-signed certificates, agents must accept certificates in the Finesse desktop when they sign in before they can use the Live Data gadget. To avoid this requirement, you can provide a CA certificate instead. You can obtain a CA certificate from a third-party certificate vendor or produce one internal to your organization.

    Procedure
      Step 1   Sign in to Cisco Unified Operating System Administration on Cisco Unified Intelligence Center (http://hostname of Cisco Unified Intelligence Center server/cmplatform).
      Step 2   From the Security menu, select Certificate Management.
      Step 3   Click Find.
      Step 4   Click tomcat.pem. If tomcat.pem is not in the list, click Generate New and select tomcat from the Certificate Name drop-down list.
      Step 5   Click Download and save the file to your desktop. You must download the certificates that contain the hostnames Cisco Unified Intelligence Center publisher and Cisco Unified Intelligence Center subscriber.
      Step 6   Sign in to Cisco Unified Operating System Administration on the primary Finesse server (http://hostname of Finesse server/cmplatform).
      Step 7   From the Security menu, select Certificate Management.
      Step 8   Click Upload Certificate.
      Step 9   From the Certificate Name drop-down list, select tomcat-trust.
      Step 10   Click Choose file and browse to the location of the tomcat.pem files (Cisco Unified Intelligence Center publisher and subscriber certificates).
      Step 11   Click Upload File.
      Step 12   Restart Cisco Tomcat.

      Obtain and Upload CA Certificate for Live Data

      You must perform the following steps on both the Cisco Unified Intelligence Center publisher server and the Finesse primary server. Use the Certificate Management utility from Cisco Unified Communications Operating System Administration.

      To open Cisco Unified Communications Operating System Administration, enter the following URL in your browser:

      https://hostname of Finesse or Cisco Unified Intelligence Center server/cmplatform

      Procedure
        Step 1   Generate a CSR.
        1. Select Security > Certificate Management > Generate CSR.
        2. From the Certificate Name drop-down list, select tomcat.
        3. Click Generate CSR.
        Step 2   Download the CSR.
        1. Select Security > Certificate Management > Download CSR.
        2. From the Certificate Name drop-down list, select tomcat.
        3. Click Download CSR.
        Step 3   Use the CSR to obtain the signed application certificate and the CA root certificate from the Certificate Authority.
        Step 4   When you receive the certificates, select Security > Certificate Management > Upload Certificate.
        Step 5   Upload the root certificate.
        1. From the Certificate Name drop-down list, select tomcat-trust.
        2. In the Upload File field, click Browse and browse to the root certificate file.
        3. Click Upload File.
        Step 6   Upload the application certificate.
        1. From the Certificate Name drop-down list, select tomcat.
        2. In the Root Certificate field, enter the name of the CA root certificate.
        3. In the Upload File field, click Browse and browse to the application certificate file.
        4. Click Upload File.
        Step 7   After the upload is complete, access the CLI on the primary Finesse server.
        Step 8   Enter the command utils service restart Cisco Finesse Notification Service to restart the Cisco Finesse Notification service.
        Step 9   Enter the command utils service restart Cisco Tomcat to restart the Cisco Tomcat service.
        Step 10   Upload the root certificate and application certificate to the Cisco Unified Intelligence Center publisher server.
        Step 11   After the upload is complete, access the CLI on the Cisco Unified Intelligence Center server.
        Step 12   Enter the command utils service restart Intelligence Center Openfire Service to restart the Intelligence Center Openfire service.
        Step 13   Enter the command utils service restart Intelligence Center Reporting Service to restart the Intelligence Center Reporting service.

        Produce Certificate Internally

        Set up Microsoft Certificate Server

        This procedure assumes that your deployment includes a Windows Server 2008 Active Directory server. Perform the following steps to add the Active Directory Certificate Services role on the Windows 2008 domain controller.

        Procedure
          Step 1   Click Start, right-click Computer, and select Manage.
          Step 2   In the left pane, click Roles.
          Step 3   In the right pane, click Add Roles.

          The Add Roles Wizard opens.

          Step 4   On the Select Server Roles screen, check the Active Directory Certificate Services check box, and then click Next.
          Step 5   On the Introduction to Active Directory Certificate Services screen, click Next.
          Step 6   On the Select Role Services screen, check the Certification Authority check box, and then click Next.
          Step 7   On the Specify Setup Type screen, select Enterprise, and then click Next.
          Step 8   On the Specify CA Type screen, select Root CA, and then click Next.
          Step 9   Click Next on the Set Up Private Key, Configure Cryptography for CA, Configure CA Name, Set Validity Period, and Configure Certificate Database screens to accept the default values.
          Step 10   On the Confirm Installations Selections screen, verify the information, and then click Install.

          Download CA certificate

          This procedure assumes that you are using the Windows Certificate Services. Perform the following steps to retrieve the root CA certificate from the certificate authority. After you retrieve the root certificate, each user must install it in the browser used to access Finesse.

          Procedure
            Step 1   On the Windows 2008 domain controller, run the CLI command certutil -ca.cert ca_name.cer.
            Step 2   Save the file. Make note of where you saved the file so you can retrieve it later.

            Deploy Root Certificate for Internet Explorer

            In environments where group policies are enforced via the Active Directory domain, the root certificate can be added automatically to each user's Internet Explorer. Adding the certificate automatically simplifies user requirements for configuration.


            Note


            To avoid certificate warnings, each user must use the fully-qualified domain name (FQDN) of the Finesse server to access the desktop.


            Procedure
              Step 1   On the Windows 2008 domain controller, click Start > Administrative Tools > Group Policy Management.
              Step 2   Right-click Default Domain Policy and select Edit.
              Step 3   In the Group Policy Management Console, go to Computer Configuration > Policies > Window Settings > Security Settings > Public Key Policies.
              Step 4   Right-click Trusted Root Certification Authorities and select Import.
              Step 5   Import the ca_name.cer file.
              Step 6   Go to Computer Configuration > Policies > Windows Settings > Security Settings > Public Key Policies > Certificate Services Client - Auto-Enrollment.
              Step 7   From the Configuration Model list, select Enabled.
              Step 8   Sign in as a user on a computer that is part of the domain and open Internet Explorer.
              Step 9   If the user does not have the certificate, run the command gpupdate.exe /target:computer /force on the user's computer.

              Set Up Certificate for Internet Explorer Browser

              After you have obtained and uploaded the CA certificates, all users must accept the certificate or the certificate must be automatically installed via group policy.

              In environments where users do not log directly in to a domain or group policies are not utilized, every Internet Explorer user in the system must perform the following steps once to accept the certificate.

              Procedure
                Step 1   In Windows Explorer, double-click the ca_name.cer file and then click Open.
                Step 2   Click Install Certificate > Next > Place all certificates in the following store.
                Step 3   Click Browse and select Trusted Root Certification Authorities.
                Step 4   Click OK.
                Step 5   Click Next.
                Step 6   Click Finish.

                A message appears that states you are about to install a certificate from a certification authority (CA).

                Step 7   Click Yes.

                A message appears that states the import was successful.

                Step 8   To verify the certificate was installed, open Internet Explorer. From the browser menu, select Tools > Internet Options.
                Step 9   Click the Content tab.
                Step 10   Click Certificates.
                Step 11   Click the Trusted Root Certification Authorities tab.
                Step 12   Ensure that the new certificate appears in the list.

                Set Up Certificate for Firefox Browser

                Every Firefox user in the system must perform the following steps once to accept the certificate.


                Note


                To avoid certificate warnings, each user must use the fully-qualified domain name (FQDN) of the Finesse server to access the desktop.


                Procedure
                  Step 1   From the Firefox browser menu, select Options.
                  Step 2   Click Advanced.
                  Step 3   Click the Certificates tab.
                  Step 4   Click View Certificates.
                  Step 5   Click Import and browse to the ca_name.cer file.