Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.5(x)
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Change History

This table lists and links to changes made to this guide, and gives the dates those changes were made. Earliest changes appear in the bottom rows.

Change Date Link

Changes post initial release of document

Modified the Install Microsoft SQL Server procedure. Changed the service account to NT AUTHORITY\Network Service. Added a step to grant Perform volume maintenance tasks permissions to NETWORK SERVICE.

December, 2015

Install Microsoft SQL Server

Added support for UCS B200 M4 TRC#1

September, 2015

Hardware Requirements

Added support for Cisco Nexus 1000V.

September, 2015

Software Licenses

Bandwidth Provisioning and Network QoS Considerations

For Unified CCE and Unified CVP components, you must run Windows Update and install a hotfix before running the Upgrade VMware Settings utility to protect the network configuration.

June, 2015

Upgrade VMware Settings Utility

Upgrade the Unified CVP Operations Console

Upgrade the Unified CVP Server

Upgrade Reporting Server

Run Setup for the Unified CCE Call Server

Run Setup for Cisco CTI OS Server

Run Setup for the Data Server

Updated the "Install VMware Tools" topic with specific instructions for Unified Communications Manager.

June, 2015

Install VMware Tools

Updated instructions for configuring the ingress gateways for locations-based call admission control in Unified Communications Manager.

June, 2015

Configure Ingress Gateways for Locations-based Call Admission Control

Updated instructions for Unified CCE Router network configuration.

June, 2015

Configure Unified CCE Router

When setting deployment to Packaged CCE PCCE-PAC-M1, use user@domain format, where domain is a fully-qualified domain name, for the Cisco Unified CCE Data Server Diagnostic Framework username.

June, 2015

Set Deployment Type

Validate System and Build System Inventory

Added information about the Unified CVP Ops Console Server Web Services manager CLI default user account that is created automatically when you install Unified CVP Server.

June, 2015

Install Cisco Unified CVP Server

Updated code example for IOS Gateway for transcoders, conference and MTP resources.

June, 2015

Configure Cisco IOS Enterprise Voice Gateway

Corrected the route pattern in the Unified Communications Manager "Configure Route Pattern" topic.

June, 2015

Configure Route Pattern

Added new directions for golden template installation for Unified Communications Manager, because a floppy file is now required for that installation. Updated the title of the existing "Golden Template Install for VOS-Based Contact Center Applications" to "Golden Template Install for Cisco Finesse and Cisco Unified Intelligence Center".

December, 2014

Golden Template Install for Cisco Unified Communications Manager

Golden Template Install for Cisco Finesse and Cisco Unified Intelligence Center

Updated the "Install VMware Tools" topic to include both Microsoft Windows and VOS instructions.

December, 2014

Install VMware Tools

Added directions for setting persistent static routes after installing Microsoft Windows server.

December, 2014

Set Persistent Static Routes

Removed the "Set Up Active Directory for LDAP Users" topic from the Configure Unified Customer Voice Portal Reporting Server Chapter, because the topic duplicated the instructions in the Configure Unified Intelligence Center Administration" topic.

December, 2014

Configure Unified Intelligence Center Administration

Added Cisco Unified Border Element information to the configuration instructions for the Cisco IOS Enterprise Voice Gateway.

December, 2014

Configure Cisco IOS Enterprise Voice Gateway

Cisco UCS B-series IOPs and KBps data up to 1000 agents has been updated, and data for up to 250 and 500 agents has been added.

July, 2014

Packaged CCE Application IOPS for SAN Provisioning

Java version and upgrade information has been added.

July, 2014

Third-Party Software

Update the Java Runtime Environment (Optional)

Run the RAID Config Validator Utility

Upgrade VMware Settings Utility

When setting deployment to Packaged CCE PCCE-PAC-M1, the credentials entered for the Cisco Unified CCE Data Server Diagnostic Framework must be for a domain user who is a member of the Config security group for the instance.

July, 2014

Set Deployment Type

Validate System and Build System Inventory

You must create the Cisco Root OU in the same domain to which the Unified CCE servers belong.

July, 2014

Configure the Domain Manager

You must add data stores to the host server after installing VMware vSphere ESXi.

July, 2014

Add the Datastores to the Host Server

Initial release of document for release 10.5(1)


MR PG accommodates up to four PIMs:

  • One Outbound PIM

  • One Multichannel PIM for SocialMiner

  • One Multichannel PIM for E-Mail Interaction Manager/Web Interaction Manager

  • One Multichannel PIM for a third-party multichannel application

Configure the Media Routing Peripheral Gateway

Cisco Packaged CCE deployments are supported on Cisco UCS B-Series blade servers

System Requirements

Prepare Customer Site Servers

Network Design Considerations

About This Guide

This guide explains how to install, configure, and upgrade Cisco Packaged Contact Center Enterprise (Packaged CCE).

Packaged CCE is a solution deployment for delivering Cisco Unified Contact Center Enterprise in a virtualized environment. Packaged CCE requires strict adherence to capacity limits that are detailed in the Cisco Packaged Contact Center Enterprise Design Guide , available at http:/​/​​en/​US/​products/​ps12586/​prod_​technical_​reference_​list.html. It is mandatory to follow all rules and requirements stated in the Design Guide.

This document does not discuss the Packaged CCE Lab Only deployment. For information about that deployment, see the Packaged CCE DocWiki at http:/​/​​wiki/​Packaged_​CCE.


This guide is prepared for partners and service providers who will be implementing Packaged CCE, who are familiar with Cisco contact center applications, and who are experienced regarding the deployment and management of virtual machines using VMware technology.

Organization of this Guide

Section Content
Part I: Preparation

System requirements

Solution components

Prepare the customer site

Network design considerations

Part II: Installation: Golden Templates and Direct Installation
Procedures for the two installation options:
  • How to create Golden Templates and process them for export.

  • How to create Virtual Machines Directly.

Part III: Configuration Procedures for configuration of the Cisco contact-center products at the customer site.
Part IV: Version Upgrade Upgrade requirements and procedures
Appendix: Reference

Base Configuration Updates

Install Language Pack

Simple Network Management Protocol

Configure Unified CM Service Configuration Settings

Certificates for Live Data

Field Alerts and Field Notices

Note that Cisco products may be modified or key processes may be determined important. These are announced through use of the Cisco Field Alert and Cisco Field Notice mechanisms. You can register to receive Field Alerts and Field Notices through the Product Alert Tool on This tool enables you to create a profile to receive announcements by selecting all products of interest. Log into; then access the tool at:


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