Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.5(1)
Cisco Unified Communications Manager
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Cisco Unified Communications Manager

Cisco Unified Communications Manager

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

Unified Communications Manager License

Generate and Register License

Procedure
    Step 1   Launch Unified Communications Manager in a browser (http://<IP Address of CUCM Publisher>).
    Step 2   Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.
    Step 3   Under Other Fulfillment options, click Generate License Request.
    Step 4   When the License Request and Next Steps window opens, copy the text (PAK ID).
    Step 5   Click the Cisco License Registration link.
    Step 6   Sign in and click Continue to Product License Registration.
    Step 7   In the Enter a Single PAK or Token to fulfill field, paste your PAK ID and click Fulfill Single PAK/Token,

    You will receive the license file in an email message.


    Install License

    Procedure
      Step 1   Unzip the license file from the email message.
      Step 2   Under Other Fulfillment Options, select Fulfill Licenses from File.
      Step 3   Click Browse and locate your license file.
      Step 4   Click Install and close the popup window.
      Step 5   Navigate to Product Instances. Then click Add.
      Step 6   Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications Manager Publisher.
      Step 7   Select Product type of Unified CM.
      Step 8   Click OK.
      Step 9   Click Synchronize Now.

      Activate Services

      Complete the following procedure to activate service.
      Procedure
        Step 1   Open Cisco Unified CM Administration at http://<IP Address of the CUCM Publisher>/ccmadmin.
        Step 2   Select Cisco Unified Serviceability from the Navigation menu and click Go.
        Step 3   Select Tools > Service Activation.
        Step 4   From the Server drop-down list, choose the server on which you want to activate the service, and then click Go.
        Step 5   For the Publisher, check the following services to activate and click Save:
        • Cisco CallManager
        • Cisco IP Voice Media Streaming App
        • Cisco CTIManager
        • Cisco Tftp
        • Cisco Bulk Provisioning Service

        • Cisco AXL Web Service
        • Cisco Serviceability Reporter
        • Cisco CTL Provider
        • Cisco Certificate Authority Proxy Function

        Step 6   For the Subscribers, check the follow services to activate and click Save:
        • Cisco CallManager
        • Cisco IP Voice Media Streaming App
        • Cisco CTIManager
        • Cisco AXL Web Service
        • Cisco CTL Provider

        Configure Fully Qualified Domain Name

        Procedure
          Step 1   Open Cisco Unified Communications Manager and log in.
          Step 2   Navigate to System > Enterprise Parameters.
          Step 3   Fill in Clusterwide Domain Configuration > Cluster Fully Qualified Domain Name with the Fully Qualified Domain Name of your cluster.
          Step 4   Click Save.

          Configure Cisco Unified Communications Manager Groups

          Complete the following procedure to add a Cisco Unified Communications Manager to the Unified Communications Manager Group.
          Procedure
            Step 1   Select Cisco Unified CM Administrator from the Navigation menu and click Go.
            Step 2   Select System > Cisco Unified CM Group.
            Step 3   Click Find. Then click Default.
            Step 4   Move the two subscribers from the Available panel to the Selected panel.
            Step 5   Click Save.
            Step 6   Click Reset.

            Configure Conference Bridges

            Perform this procedure for each gateway in the deployment.
            Procedure
              Step 1   Select Media Resources > Conference bridge.
              Step 2   Click Add New.
              Step 3   Select Conference Bridge Type of Cisco IOS Conference Bridge.
              Step 4   In the Conference Bridge name field, enter a unique identifier for the conference bridge name that matches the configuration on the gateway. See Step 7 in Configure Cisco IOS Enterprise Voice Gateway.
              In the example, this is gw70conf.
              # Add a SCCP group for each of the hardware resource types
              sccp ccm group 1
              associate ccm 1 priority 1
              associate profile 2 register gw70mtp
              associate profile 1 register gw70conf
              associate profile 3 register gw70xcode
              Step 5   Select a Device Pool.
              Step 6   Click Save.
              Step 7   Click Apply Config.

              Configure Media Termination Points

              Complete this procedure for each gateway in the deployment.
              Procedure
                Step 1   Select Media Resources > Media Termination Point.
                Step 2   Click Add New.
                Step 3   In the Media Termination Point Name field, enter a unique identifier for the media termination that coincides with the configuration on the gateway. See Step 7 in Configure Cisco IOS Enterprise Voice Gateway.
                In the example, this is gw70mtp.
                # Add a SCCP group for each of the hardware resource types
                sccp ccm group 1
                associate ccm 1 priority 1
                associate profile 2 register gw70mtp
                associate profile 1 register gw70conf
                associate profile 3 register gw70xcode
                Step 4   Select a Device Pool.
                Step 5   Click Save.
                Step 6   Click Apply Config.

                Configure Transcoders

                Perform this procedure for each gateway in the deployment.
                Procedure
                  Step 1   Select Media Resources > Transcoder.
                  Step 2   Click Add New.
                  Step 3   For Transcoder Type, select Cisco IOS enhanced media termination point.
                  Step 4   In the Device Name field, enter a unique identifier for the transcoder name that coincides with the configuration on the gateway. See Step 7 in Configure Cisco IOS Enterprise Voice Gateway.
                  # Add a SCCP group for each of the hardware resource types
                  sccp ccm group 1
                  associate ccm 1 priority 1
                  associate profile 2 register gw70mtp
                  associate profile 1 register gw70conf
                  associate profile 3 register gw70xcode
                  Step 5   In the Device Pool field, select Default.
                  Step 6   Click Save.
                  Step 7   Click Apply Config.

                  Configure Media Resource Groups

                  Procedure
                    Step 1   Select Media Resources > Media Resource Group.
                    Step 2   Add a Media Resource Group for Conference Bridges.
                    1. Click Add New.
                    2. Enter a Name.
                    3. From the Available list, select all the hardware conference bridge resources configured for each ingress/VXML combination gateway in the deployment and add them to the group.
                    4. Click Save.
                    Step 3   Add a Media Resource Group for Media Termination Point.
                    1. Click Add New.
                    2. Enter a Name.
                    3. From the Available list, select all the hardware media termination points configured and add them to the group.
                    4. Click Save.
                    Step 4   Add a Media Resource Group for Transcoder.
                    1. Click Add New.
                    2. Enter a Name.
                    3. From the Available list, select all the transcoders configured and add them to the group.
                    4. Click Save.
                    Step 5   Click Save.

                    Configure and Associate Media Resource Group List

                    Procedure
                      Step 1   Select Media Resources > Media Resource Group List.
                      Step 2   Click Add New and enter a Name.
                      Step 3   Add a Media Resource Group list and associate all of the media resource groups. Click Save.
                      Step 4   Select System > Device Pool. Click Find. Click Default.
                      Step 5   From the Media Resource Group List drop-down list, choose the media resource group list added in Step 2.
                      Step 6   Click Save. Click Reset.

                      Configure CTI Route Point

                      Complete the following procedure to add a computer telephony integration (CTI) route point for agents to use for transfers and conferences.
                      Procedure
                        Step 1   In Cisco Unified CM Administration, select Device > CTI Route Point.
                        Step 2   Click Add New.
                        Step 3   Set a device name; for example, PCCEInternalDNs.
                        Step 4   For Device Pool, select Default.
                        Step 5   Select a Media Resource Group List from the list.
                        Step 6   Click Save.
                        Step 7   Click on Line [1] to configure the directory number associated with this route point.

                        This directory number will be a pattern that is intended to match any of the internal Dialed Numbers you configure in Packaged CCE for internally routed calls. (For instance, for Transfers and Conferences).

                        Important:

                        Define a pattern that is flexible enough to match all your internal dialed numbers yet restrictive enough not to inadvertently intercept calls intended for other Route Patterns you may have defined for other parts of your dial plan. As a best practice, use a unique prefix for internal calls. For example, if you have internal dialed numbers 1230000 and 1231111, then an appropriate line number to enter for the cti route point would be 123XXXX.


                        Configure Application User

                        Procedure
                          Step 1   In Cisco Unified Communications Manager Administration, select User Management > Application User.
                          Step 2   Click Add New.
                          Step 3   Enter the User ID of pguser. This must match the name used in PG Setup on the Call Server. See Add PIM1 (CUCM PIM)
                          Step 4   Enter cisco in the Password and Confirm Password fields. These must match the values used in PG Setup on the Call Server.
                          Step 5   Select the CTI Route Point from the list of Available Devices, and add it to the list of Controlled Devices.
                          Step 6   In the Permissions Information section, click Add to Access Group.
                          Step 7   Click Find, and select the following:
                          • Standard CTI Allow Call Monitoring
                          • Standard CTI Enabled
                          • Standard CTI Allow Control of Phones supporting Connected Xfer and conf
                          • Standard CTI Allow Control of Phones supporting Rollover mode
                          Step 8   Click Add Selected.
                          Step 9   Click Save.

                          Configure SIP Options

                          Use the default SIP profile.

                          Configure Trunk

                          There are four Unified CVP servers, and each must be associated with a SIP trunk in Unified Communications Manager. The following procedure explains how to configure four SIP trunks, each targeting a different Unified CVP server.

                          Actual customer site topology may necessitate the use of alternate SIP trunk plans, which are supported as long as all four Unified CVP servers are targeted by the configured SIP trunks.

                          Procedure
                            Step 1   In Unified Cisco CM Administration, select Device > Trunk.
                            Step 2   Click Add New.
                            Step 3   From the Trunk Type drop-down list, choose SIP Trunk, and then click Next.
                            Step 4   Enter the following in the Device Information section:
                            1. In the Device Name field, enter a name for the SIP trunk, for example, sipTrunkCVP1A.
                            2. In the Device Pool drop-down list, select the device pool that the customer has defined.
                            3. Select a Media Resource Group List from the list.
                            4. Make sure that the Media Termination Point Required check box is not checked.
                            Step 5   Scroll down to the SIP Information section:
                            1. In Row 1 of the Destination table, enter the IP address of a CVP server. Accept the default destination port of 5060.
                            2. In the SIP Trunk Security Profile drop-down list, select Non Secure SIP Trunk Profile.
                            3. In the SIP Profile drop-down list, select Standard SIP Profile.
                            4. In the DTMF Signaling Method drop-down list, select RFC 2833.
                            Step 6   Click Save.
                            Step 7   Click Reset.
                            Step 8   Repeat for all the remaining Unified CVP servers in the deployment.

                            Configure Route Group

                            Complete the following procedure to create a route group.

                            Procedure
                              Step 1   In Unified Communications Manager, select Call Routing > Route Hunt > Route Group.
                              Step 2   Click Add New.
                              Step 3   Enter a name for the route group; for example, CVP Route Group.
                              Step 4   Using the Add to Route Group button, add all CVP Trunks as Selected Devices.
                              Step 5   Click Save.

                              Configure Route List

                              Complete the following procedure to add a route list to the route group.

                              Procedure
                                Step 1   In Unified Communications Manager, select Call Routing > Route Hunt > Route List.
                                Step 2   Click Add New.
                                Step 3   Enter a name for the route list; for example, CVP Route List.
                                Step 4   Select a Cisco Unified Communications Manager Group
                                Step 5   Click Save.

                                Configure Route Pattern

                                Complete the following procedure to add a route pattern to the route list.

                                Procedure
                                  Step 1   In Unified Communications Manager, select Call Routing > Route Hunt > Route Pattern.
                                  Step 2   Click Add New.
                                  Step 3   Enter a route pattern of 888111000XXXX.
                                  Step 4   Select the route list that you created.
                                  Step 5   Keep all defaults in all panels
                                  Step 6   Click Save.
                                  Step 7   Click OK at the message about the Forced Authorization Code. You do not want a Forced Authorization Code.