Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.5(x)
System Requirements
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System Requirements

System Requirements

Solution Components

Cisco Packaged CCE contact center applications are:

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

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

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

The Cisco Unified Communications Manager Server functions as the 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 maintains the Unified CVP cluster.

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

Cisco Unified Intelligence Center is a web-based reporting application that generates real-time and historical reports for Unified Contact Center Enterprise and Cisco Unified CVP. Unified Intelligence Center includes the Live Data VOS services. Live Data is a stream processing system that aggregates and processes the events in-stream and publishes the information. Unified Intelligence Center subscribes to the message stream to receive the events in real-time and continuously update the Live Data reports.

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

The VMs for these applications must be on the Side A and Side B servers 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 Server 1A

Unified CVP Server 1B

Unified CVP Server 2A

Unified CVP 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 on the Packaged CCE VMware hosts, even if you are using an external Unified Communications Manager cluster.

Hardware Requirements

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.

For fresh installs or technology refreshes, Packaged CCE supports the Unified Computing System (UCS) C240 M3S TRC#1, the B200 M3 TRC#1, and the B200 M4 TRC#1:

For common ground upgrades, Packaged CCE continues to support both the Unified Computing System (UCS) C240 M3S TRC#1 and C260 M2 TRC#1 servers:

When ordering Packaged CCE with the UCS B200 M3 TRC#1, customers must either already have a supported UCS B-Series platform infrastructure and SAN in their data center or must purchase these separately. UCS B-Series blades are not standalone servers and have no internal storage.

Important:

The two Packaged CCE servers must use the same server model.

VMware Hosting

Fresh installs or technology refreshes can deploy on any of these servers:
  • C240 M3S TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8

  • B200 M3 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8
  • B200 M4 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8


    Note


    Packaged CCE Release 10.5(2) and ES update # ICM10.5(2)_​ES8 are required to support UCS B200 M4 TRC#1.


Common ground upgrades can deploy on either of these servers:
  • C260 M2 TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8

  • C240 M3S TRC#1 with ESXi 5.5 or ESXi 5.1 on VM Version 8

Base Configuration and Utility Tools

Software Notes Download

CCEPACM1BaseConfig_10.5.1.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

Attention:

Packaged CCE 10.5(1) shares the same media kit as Unified CCE 10.5(1) which includes some components not supported in a Packaged CCE deployment. In addition, the 10.5(1) media kit contains components that are release 10.0(1) which is not used for Packaged CCE 10.5 deployment. Use only release 10.5(1) software when deploying Packaged CCE 10.5(1).

Component

Major Release Version

Operating System

Cisco Unified Contact Center Enterprise

10.5(1) and later maintenance releases

Microsoft Windows

Cisco Unified Customer Voice Portal

10.5(1) and later maintenance releases

Microsoft Windows

Cisco Unified Communications Manager

10.5(1) and later maintenance releases

10.0(1) and later maintenance releases

Note   

If you use Unified Communications Manager 10.5(2) with Packaged CCE 10.5(1), you must have ICM 10.5(1) ES9.

Linux-based Cisco Unified Communications Operating System

Cisco Unified Intelligence Center

10.5(1) and later maintenance releases

Linux-based Cisco Unified Communications Operating System

Cisco Finesse

10.5(1) and later maintenance releases

Linux-based Cisco Unified Communications Operating System

Optional:

Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 9.0(1) and later maintenance releases

Cisco SocialMiner - 10.5(1) and later maintenance releases

Cisco MediaSense - 10.5(1) 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.

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; 1 PAK 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 = 1 license

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

Microsoft SQL Server 2008

2

No Yes

1 license for each Data Server = 2 licenses.

VMware vSphere Standard or Enterprise ESXi

1 license per CPU

No Yes

For more information, see the Virtualization for Cisco Packaged CCE DocWiki at http:/​/​docwiki.cisco.com/​wiki/​Virtualization_​for_​Cisco_​Packaged_​CCE.

VMware vSphere Enterprise Plus is required for vNetwork Distributed Switch or Cisco Nexus 1000V support.

VMware vCenter 1 license No No

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

Required for customer deployments using VMware vNetwork Distributed Switch or the Cisco Nexus 1000V.

VMware vCenter version must be equal or greater than the vSphere ESXi host versions managed.

Supported Browsers

These browsers are supported for Release 10.5:
  • Microsoft Internet Explorer 9 and 11

  • Mozilla Firefox 24 and later