Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.5(1)
Cisco Unified CCE Call Server
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Cisco Unified CCE Call Server

Cisco Unified CCE Call Server

This chapter contains the configuration procedures you must perform for the Unified CCE Call Servers on Side A and Side B.

Configure Unified CCE Router

Procedure
    Step 1   Launch the Unified CCE Web Setup.
    Step 2   Sign in as the domain user with local Administrator permission.
    Step 3   Click Instance Management, and then click Add.
    Step 4   In the Add Instance dialog box, select the customer facility and instance.
    Step 5   In the Instance Number field, enter 0. Click Save.
    Step 6   Choose Component Management > Routers.
    Step 7   Click Add to set up the Call Router.
    Step 8   In the Deployment page, click the appropriate Side.
    Step 9   Click Duplexed. Click Next.
    Step 10   In the Router Connectivity page, configure the Private Interfaces and Public (Visible) Interfaces. Click Next.
    Step 11   In the Enable Peripheral Gateways page enter 1-2 in the Enable Peripheral Gateways field. Click Next.
    Step 12   In the Router Options page, check the Enable Quality of Service (QoS) check box, and then click Next.
    Note   

    This step applies to Side A only.

    Step 13   In Router Quality of Service window, accept the defaults and click Next.
    Step 14   In the Summary page, make sure that the Router summary is correct, then click Finish.

    Add Generic PG

    The generic PG must be the first PG that you add. It is assigned the PG ID of PG1.

    Procedure
      Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
      Step 2   Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
      Step 3   In the Peripheral Gateway Properties dialog box:
      1. Check Production mode.
      2. Check Auto start system startup.
      3. Check Duplexed Peripheral Gateway.
      4. Choose PG1 in the PG node Properties ID field.
      5. Select the appropriate side (Side A or Side B).
      6. Under Client Type pane, add CUCM and VRU to the selected types.
      7. Click Next.

      Add PIM1 (CUCM PIM)

      Procedure
        Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
        Step 2   Select CUCM and PIM1. Then click OK.
        Step 3   Check Enabled.
        Step 4   In the Peripheral name field, enter CM.
        Step 5   In the Peripheral ID field, enter 5000.
        Step 6   In the Agent extension length field, enter extension length for this deployment.
        Step 7   In the Unified Communications Manager Parameters pane, configure as follows:
        1. In the Service field, enter the hostname of the Unified Communications Manager Subscriber.
        2. In the User ID field, enter pguser.
        3. In the User password field, enter the password of the user that will be created on Unified Communications Manager.
        4. In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729.
        Step 8   Click OK.

        Add PIM2 (First VRU PIM)

        Procedure
          Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
          Step 2   Select Client Type of VRU and PIM2 then click OK.
          Step 3   Check Enabled.
          Step 4   In the Peripheral name field, enter CVP1.
          Step 5   In the Peripheral ID field, enter 5001.
          Step 6   In the VRU hostname field, enter the hostname of CVP1 (Side A).
          Step 7   In the VRU Connect port field, enter 5000.
          Step 8   In the Reconnect interval (sec) field, enter 10.
          Step 9   In the Heartbeat interval (sec) field, enter 5.
          Step 10   In the DSCP field, choose CS3(24).
          Step 11   Click OK.

          Add PIM3 (Second VRU PIM)

          Procedure
            Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
            Step 2   Select Client Type of VRU and PIM3. Then click OK.
            Step 3   Check Enabled.
            Step 4   In the Peripheral name field, enter CVP2.
            Step 5   In the Peripheral ID field, enter 5002.
            Step 6   In the VRU hostname field, enter the hostname of CVP1 (Side B).
            Step 7   In the VRU Connect port field, enter 5000.
            Step 8   In the Reconnect interval (sec) field, enter 10.
            Step 9   In the Heartbeat interval (sec) field, enter 5.
            Step 10   In the DSCP field, choose CS3(24).
            Step 11   Click OK .

            Add PIM4 (Third VRU PIM)

            Procedure
              Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
              Step 2   Select Client Type of VRU and PIM4 then click OK.
              Step 3   Check Enabled.
              Step 4   In the Peripheral name field, enter CVP3.
              Step 5   In the Peripheral ID field, enter 5003.
              Step 6   In the VRU hostname field, enter the hostname of CVP2 (Side A).
              Step 7   In the VRU Connect port field, enter 5000.
              Step 8   In the Reconnect interval (sec) field, enter 10.
              Step 9   In the Heartbeat interval (sec) field, enter 5.
              Step 10   In the DSCP field, choose CS3(24).
              Step 11   Click OK .

              Add PIM5 (Fourth VRU PIM)

              Procedure
                Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
                Step 2   Select Client Type of VRU and PIM4 then click OK.
                Step 3   Check Enabled.
                Step 4   In the Peripheral name field, enter CVP4.
                Step 5   In the Peripheral ID field, enter 5004.
                Step 6   In the VRU hostname field, enter the hostname of CVP2 (Side B).
                Step 7   In the VRU Connect port field, enter 5000.
                Step 8   In the Reconnect interval (sec) field, enter 10.
                Step 9   In the Heartbeat interval (sec) field, enter 5.
                Step 10   In the DSCP field, choose CS3(24).
                Step 11   Click OK .

                After Creating PIMs

                Perform this task at the Peripheral Gateway Component Properties page.

                Procedure
                  Step 1   Enter 5000 in the Logical Controller ID field.
                  Step 2   Enter 0 in the CTI Call Wrapup Data delay field.
                  Step 3   In the VRU Reporting pane, click Service Control and check Queue Reporting. Click Next to open the Device Management Protocol Properties dialog box.
                  Step 4   In the Device Management Protocols Properties dialog box, complete all interface fields:
                  1. For Side A PG:
                    • Select Side A Preferred.
                    • For Side A Properties, check Call Router is local.
                    • For B Properties, check Call Router is remote (WAN).
                  2. For Side B PG:
                    • Select Side B Preferred.
                    • For Side A Properties, check Call Router is remote (WAN).
                    • For Side B Properties, check Call Router is local.
                  3. For both Sides:
                    • Accept the default in the Usable Bandwidth (kbps) field.
                    • Accept the default in the Heartbeat Interval (100ms) field.
                  4. Click Next.
                  Step 5   In the Peripheral Gateway Network Interfaces dialog box, complete all interface fields:
                  1. Enter the Private and Visible network interface hostnames. For the PG and Router entries, use the same hostnames for Private and Private High, and the same hostnames for Visible and Visible High.
                  2. Click the QoS button in the Private Interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK.
                  3. Click the QoS button in the Visible Interfaces section for both the Side A and Side B PGs. In the PG Visible Link QoS Settings, check Enable QoS, click OK.
                  4. Click Next.
                  Step 6   In the Check Setup Information dialog box, click Next.
                  Step 7   In the Setup Complete dialog box, click Finish.

                  Configure CTI Server

                  Procedure
                    Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup .
                    Step 2   In the Instance Components pane of the Components Setup dialog box, click Add.
                    Step 3   In the Component Selection dialog box, click CTI Server.
                    1. Check Production mode.
                    2. Check Auto start at system startup.
                    3. Check Duplexed CTI Server.
                    4. Choose CG1 in the CG node properties pane ID field.
                    5. Enter 1 in the CG node properties ICM system ID field.
                    6. Click the appropriate side.
                    7. Click Next.
                    Step 4   In the Server Component Properties dialog box, configure as follows:
                    1. For Side A, enter 42027 in the Client Connection Port Number field.
                    2. For Side B, enter 43027 in the Client Connection Port Number field.
                    Step 5   Click Next.
                    Step 6   In the Network Interface Properties dialog box, fill in all interface fields Then click Next .
                    Step 7   Under the Check Setup Information page, click Next.
                    Step 8   In the Setup Completed dialog box, click Finish.
                    Step 9   Click Exit Setup.

                    Install JTAPI

                    Procedure
                      Step 1   From the Unified CCE Call Server, launch the Unified Communications Manager in a browser (https://{callmanager-hostname/ccmadmin}) and sign in.
                      Step 2   Navigate to Application > Plugins. Click Find.
                      Step 3   Download the Cisco JTAPI 32-bit Client for Windows.
                      Step 4   Install the downloaded file, accepting all of the default settings.
                      Step 5   At the prompt, enter the IP address for the Unified Communications Manager TFTP Server.
                      Step 6   Click Finish.

                      Configure Media Routing Peripheral Gateway

                      Complete the following procedure to set up the Unified CCE Media Routing Peripheral Gateway.

                      The Media Routing Peripheral Gateway is required; you must configure it. Creating PIMs for the MR PG is optional; you can create up to four PIMs if you have a need for them.

                      The Media Routing Peripheral Gateway can optionally have four PIMs:
                      • Outbound PIM
                      • Multichannel PIM for SocialMiner
                      • Multichannel PIM for E-Mail and Web Interaction Manager
                      • Multichannel PIM for a third-party multichannel application

                      You cannot create Dialed Numbers associated with the Multichannel PIMs until you create the PIM using Peripheral Gateway Setup and add an external machine using the System Deployment tool.


                      Note


                      Refer to the Features Guide at this URL http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​prod_​maintenance_​guides_​list.html for directions on adding the Outbound PIM and the Multichannel PIMs.


                      Add Media Routing PG

                      The MR PG must be the second PG that you add such that it is assigned the PG ID of PG2. On Side A, it is PG2A. On Side B, it is PG2B.

                      Procedure
                        Step 1   Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
                        Step 2   Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
                        Step 3   In the Peripheral Gateway Properties dialog box:
                        1. Check Production Mode.
                        2. Check Auto start system startup.
                        3. Check Duplexed Peripheral Gateway.
                        4. Choose PG2 in the PG node Properties ID field.
                        5. Click the appropriate side.
                        6. Under Client Type pane, add Media Routing to the selected types.
                        7. Click Next.
                        Step 4   Enter 5001 in the Logical Controller ID field.
                        Step 5   Enter 0 in the CTI Call Wrapup Data delay field. Click Next.
                        Step 6   In the Device Management Protocol Properties dialog box, configure as follows:
                        1. For Side A PG:
                          • Select Side A Preferred.
                          • For Side A Properties, check Call Router is local.
                          • For B Properties, check Call Router is remote (WAN).
                        2. For Side B PG:
                          • Select Side B Preferred.
                          • For Side A Properties, check Call Router is remote (WAN).
                          • For Side B Properties, check Call Router is local.
                        3. For both Sides:
                          • Accept the default in the Usable Bandwidth (kbps) field.
                          • Enter 4 in the Heartbeat Interval (100ms) field.
                        4. Click Next.
                        Step 7   In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Visible Interfaces.
                        1. Enter the Private and Visible network interface hostnames. For the PG and Router entries, use the same hostnames for Private and Private High, and the same hostnames for Visible and Visible High.
                        2. Click the QoS button in the Private Interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK.
                        3. Click the QoS button in the Visible Interfaces section for both the Side A and Side B PGs. In the PG Visible Link QoS Settings, check Enable QoS, click OK.
                        4. Click Next.
                        Step 8   In the Check Setup Information dialog box, click Next.
                        Step 9   In the Setup Complete dialog box, click Finish.
                        Step 10   Click Exit Setup.

                        Configure CTI OS Server


                        Note


                        This procedure is not required if the customer uses Finesse for the agent desktop.


                        Procedure
                          Step 1   Mount the CTIOS ISO image or copy the CTIOS installer to the local drive of Unified CCE Call Server .
                          Step 2   If a maintenance release for CTIOS is available, copy the maintenance release to the local drive of Unified CCE Call Server.
                          Step 3   Navigate to CTIOS Server and run setup.exe. Click Yes to the warning that the SNMP service will be stopped and then restarted after the installation completes.
                          Step 4   Accept the Software License Agreement.
                          Step 5   Browse to the location for the latest Maintenance Release, if any. Click Next.
                          Step 6   In CTI OS Instance dialog box, click in the CTI OS Instance List pane. In the Add CTIOS Server Instance window, enter your instance name and click OK.
                          Step 7   Click Add in the CTI OS Server List pane and click OK.
                          Step 8   In the Enter Desktop Drive dialog box, choose drive C and click OK.
                          Step 9   In the CTI Server Information dialog box, enter the host name of the Call Servers and the port for Side A (which is 42027) and the port for Side B (43027). Then click Next.
                          Step 10   In the Peripheral Identifier dialog box, accept all defaults and Click Next.
                          Step 11   In the Connect Information dialog box, accept all defaults and then click Next.
                          Step 12   In the Statistics Information dialog box, accept all defaults and then click Next.
                          Step 13   In the IPCC Silent Monitor Type dialog box, set Silent Monitor Type to CCM Based and click Next.
                          Step 14   In the Peer CTIOS Server dialog box, configure as follows:
                          1. Check Duplex CTIOS Install.
                          2. If you are configuring Side A, set the Peer CTI OS server to the hostname of Call Server Side A. If you are configuring Side B, set the Peer CTI OS server to the hostname of the Call Server B.
                          3. In the Port field, enter 42028.
                          Step 15   Click Finish.
                          Step 16   In the Cisco CTIOS Server Security dialog box, uncheck Enable Security. Click OK.
                          Step 17   In the CTI OS Security Setup Complete dialog box, click Finish.
                          Step 18   When prompted to restart the computer, click Yes. If there is a Maintenance Release, its installation begins automatically.
                          Step 19   Follow all prompts to install the Maintenance Release, if there is one.
                          Step 20   When the Maintenance Release install completes, click Finish and follow the prompts to restart.
                          Step 21   Access Registry Editor (Start > Run > regedit).
                          Step 22   Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\Ctios\CTIOS_<instance name>\CTIOS1\Server\Agent.
                          Step 23   Set forceLogoutOnSessionClose to 1.