Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(1)
System Requirements and Server Configuration
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System Requirements and Server Configuration

System Requirements and Server Configuration

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 both the Unified Computing System (UCS) C240 M3S TRC#1 and the B200 M3 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.

UCS B Series Platform and Hardware Requirements

UCS B Series Platform Component Models Supported Notes and Additional Requirements

UCS Blade Server

Cisco UCS B200 M3

If using existing blades, the specification must match B200 M3 TRC#1: http:/​/​docwiki.cisco.com/​wiki/​UC_​Virtualization_​Supported_​Hardware#B200_​M3_​TRC.231

UCS Blade Server Chassis

Cisco UCS 5108

UCS Fabric Interconnects

  • Cisco UCS 6120XP
  • Cisco UCS 6140XP
  • Cisco UCS 6248UP
  • Cisco UCS 6298UP

Minimum two matching UCS fabric interconnects per Data Center site

UCS Manager version 2.2(1) minimum

Ethernet End Host mode is required

UCS Fabric Extenders

  • Cisco UCS 2104XP
  • Cisco UCS 2204XP
  • Cisco UCS 2208XP

Two matching UCS fabric extenders per Cisco UCS 5108 Blade Server Chassis

Minimum two 10G connections per Fabric Extender to Fabric Interconnect

Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide for additional information on UCS B Series.

UCS B Series Platform Storage Area Network Hardware and Transport Requirements

Packaged CCE deployments on a UCS B Series platform require a supported Storage Area Network (SAN). Packaged CCE blade servers do not come with internal storage and must use Boot from SAN.

Packaged CCE supports the following SAN transports in FibreChannel (FC) End Host or Switch Mode:
  • FibreChannel (FC): FC 2/4/8G
  • FibreChannel over Ethernet (FCoE): 10G Ethernet
Packaged CCE requirements for SAN:
The following SAN/NAS storage technologies are not supported:
  • NFS
  • iSCSI
  • Infiniband SAN
  • Deduplication

SAN LUNs with SATA/SAS 7200 RPM and slower disk drives are only supported where used in Tiered Storage Pools containing SSD (Solid State) and 10000 and/or 15000 RPM SAS/FC HDDs.

While customers may use thin provisioned LUNs, Packaged CCE VMs must be deployed Thick-provisioned, thus SAN LUNs must have sufficient storage space to accommodate all applications VMs on deployment.

UCS B Series LAN Requirements

Topology Requirements Notes

Common-L2

10G Ethernet Uplinks required

Each Fabric Interconnect must connect to both of two common-L2 10GE switches (cross-connect)

Single-link, PortChannel, vPC and VSS uplinks are supported.

Visible and Private networks are allowed to be converged northbound of Fabric Interconnects (pinning is not required).

Open Virtualization Files

Open Virtualization Format files, packaged as OVAs, define the basic structure of the VMs that are created. This includes the CPU, RAM, disk space, reservation for CPU, and reservation for memory.

OVA files for Packaged CCE are contained in the CCE-­PAC-­M1-­OVA-­v10x.zip file at Cisco.com.

VMware Hosting

Fresh installs or technology refreshes can deploy on either 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
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

Software

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

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

Peripheral Gateways

Two Peripheral Gateways (PGs) are required in the CCE PAC M1 deployment.
  • One generic PG with these five Peripheral Interface Managers (PIMs):
    • One Unified Communications Manager PIM
    • Four Voice Response Unit (VRU) PIMs. Two of these connect to the two Unified CVP VMs on Side A. Two connect to the two Unified CVP VMs on Side B.
  • One Media Routing (MR) PG that can accommodate from zero to four PIMs:

    Note


    You must configure an MR PG. Add MR PIMs only if you use applications that require them.
    • One Outbound PIM
    • A Multichannel PIM for SocialMiner
    • A Multichannel PIM for E-Mail Interaction Manager / Web Interaction Manager
    • A Multichannel PIM for a third-party multichannel application through Solutions Plus program

No additional PGs or PIMs may be configured or installed.


Note


Packaged CCE does not support off-box PGs.


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 Call/VXML 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 is not supported.

Supported Browsers

These browsers are supported for Release 10.5:
  • Microsoft Internet Explorer 9 and 11
  • Mozilla Firefox 24 and later

Automation Tools

Download and then install the following tools on the client from which the automation will be run.

Software

Version

Download

GoldenTemplateTool zip file

10.5(1)

Go to http:/​/​cisco.com/​en/​US/​products/​ps12586/​tsd_​products_​support_​series_​home.html.

Click Download Software.

Then select Packaged Contact Center Enterprise Deployment Scripts.

PowerCLI

5.0 or 5.1, 32-bit

http:/​/​downloads.vmware.com/​d/​details/​pcli50/​dHRAYnQlKmpiZHAlJQ==

OVF tool

32-bit

https:/​/​my.vmware.com/​group/​vmware/​details?downloadGroup=OVFTOOL350&productId=353

WinImage

8.5, 32-bit

http:/​/​winimage.com/​download.htm.

Note   

WinImage is shareware. If you choose to not purchase a licensed copy, you will see pop-ups when you run this tool. Clicking No at the pop-ups allows you to proceed.

Microsoft Excel

Release 2003 or later

--

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.

Side A Server Component Configurations

Components vCPU* RAM (in GB) HDD (in GB) CPU Reservation (in MHz) Virtual Network Adapter Type RAM Reservation (in MB)

Unified CCE Call Server

4

8

80

5000

VMXNet3

8192

Unified CCE Data Server

4

8

80 + 750

5100

VMXNet3

8192

Unified CVP Server 1A

4

4

150

1800

VMXNet3

4096

Unified CVP Server 2A

4

4

150

1800

VMXNet3

4096

Finesse

4

8

146

8000

E1000

8192

Unified CVP OAMP Server

1

4

80

no reservation made

VMXNet3

no reservation made

Unified Intelligence Center Publisher

4

10

146

900

Flexible

10GB (10240MB)

Unified Communications Manager Publisher

2

6

110

3600

VMXNet3

6144

Unified Communications Manager Subscriber 1

2

6

110

3600

VMXNet3

6144

* vCPUs are oversubscribed by design.

Side B Server Component Configurations

Components vCPU* RAM (in GB) HDD (in GB) CPU Reservation (in MHz) Virtual Network Adapter Type RAM Reservation (in MB)

Unified CCE Call Server

4

8

80

5000

VMXNet3

8192

Unified CCE Data Server

4

8

80 + 750

5100

VMXNet3

8192

Unified CVP Server 1B

4

4

150

1800

VMXNet3

4096

Unified CVP Server 2B

4

4

150

1800

VMXNet3

4096

Unified CVP Reporting Server (optional)

4

4

72 + 438

no reservations made

VMXNet3

no reservations made

Finesse

4

8

146

8000

E1000

8192

Unified Intelligence Center Subscriber

4

10

146

900

Flexible

10GB (10240MB)

Unified Communications Manager Subscriber 2

2

6

110

3600

VMXNet3

6144

* vCPUs are oversubscribed by design.

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 Call/VXML 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 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 Call/VXML 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.

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

Microsoft SQL Server 2008

2 licenses

No Yes

1 license for each Data Server.

VMware vSphere Standard or Enterprise ESXi 5.x

4 licenses

No Yes

2 licenses for the server on Side A and 2 licenses for the server on Side B.

1 license per CPU in each server. Each server has 2 CPUs.

VMware vCenter 5.x 1 license No No

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

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

Local and Wide Area Network Communications

Due to the use of VMware virtual switch (vSwitch) and the nature of the fault and recovery mechanism, Cisco Systems requires VMware NIC Teaming to connect to redundant physical switches for the Packaged CCE public and private networks. See the Packaged CCE Installation and Upgrade Guide for more on this design.

Network uplink designs other than that detailed in the Packaged CCE Installation and Upgrade Guide may expose the applications to unexpected fault scenarios that impact the recovery and/or operation of the Contact Center.

This fault tolerant design specifies use of two VMware vSwitches, one each for the Packaged CCE public and private network VLANs. Each vSwitch has one Active and one Standby vmnic. Each Active/Standby pair should be split across physical NIC adapters (for example, Active onboard/Standby on add-in card) and alternate Active paths to two data center switches. These two data center switches must be configured for both public and private network communications. The intention of the uplinks is to ensure that no single failure (physical NIC card, cable, physical switch) causes the loss of both the public and private network communications at the same time, or the loss of both the Active and Standby for the same vSwitch at the same time.


Note


VMware and server management vSwitch should also be configured separately for enterprise management separate from either the public or private network communications paths, following VMware best practices.

Campus LAN, Metro Area Network (MAN) and Wide Area Network (WAN) (all considered WAN from here) split Packaged CCE deployments require a highly available Visible network communications between those data centers. These data centers must also have dedicated or shared Packaged CCE Private network communications path in a topology such that no single point of failure within that data center and WAN infrastructure results in the loss of both the Packaged CCE visible and private network communications for more than 500ms.

Latency Requirements
Network Maximum Round Trip Time Supported
Visible 400 ms
Private 100 ms

Quality of Service

Your Wide Area Network must support QoS. For details, refer to the Bandwidth Provisioning and QoS considerations section in the Cisco Unified Contact Center Enterprise Design Guide: http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1844/​products_​implementation_​design_​guides_​list.html.

Fault Tolerance

Packaged Contact Center Enterprise uses two servers to run the core applications components in duplex (synchronized) operation. This gives the contact center site survivability and recovery in most failure scenarios. Packaged CCE does not support simplex (single-server) deployments, outside of lab mode.

Router and PG co-location on a single physical server (one per side) requires a high level of network fault tolerance to avoid a double failure. A double failure is the loss of both the Visible and Private network connectivity to the host server, causing a potentially serious degradation in call routing. Recovery from double failure requires manual intervention.

For details on WAN fault handling of Packaged CCE split between two data centers, please refer to the chapter on Unified CCE Failures During Network Failures—http:/​/​www.cisco.com/​c/​en/​us/​td/​docs/​voice_ip_comm/​cust_contact/​contact_center/​icm_enterprise/​icm_enterprise_10_0_1/​Design/​design_guide/​UCCE_BK_UEA1023D_00_unified-cce-design-guide/​UCCE_​BK_​UEA1023D_​00_​unified-cce-design-guide_​chapter_​011.html#UCCE_​CN_​UE5ED9C0_​00 Failures between data centers in clustering over WAN apply to Packaged CCE.

Data Backup

Data backup tools must be run during a scheduled maintenance window. If you use local SQL backups, make sure that the local machine has sufficient capacity. If not, back up to remote storage on the network.

NTP and Time Synchronization

Packaged CCE requires that all parts of the solution have the same time. While time drift occurs naturally, it is critical to configure NTP to keep solution components synchronized. To prevent time drifts on Live Data reports, the NTP settings on the Data Server VMs, the Call Server VMs, and on the Cisco Unified Intelligence Center Publisher and Subscriber VMs must be synchronized.

Refer to the Installation and Upgrade guide for details: http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​prod_​installation_​guides_​list.html