The base configuration performs the following
functions on the system:
Creates core system objects
to support call routing and dial plan for Packaged CCE.
One Generic PG with 1 CUCM
PIM and 4 CVP PIMs
One MR PG with 2 PIMs - one
for Outbound and one for Multichannel
Sets intelligent application
defaults for the Packaged CCE deployment model:
Default Agent Desk Settings
Enables ECC Variables
Create configuration objects
to support CVP:
A type 10 Network VRU for
CVP along with Network VRU Labels to send calls to CVP
CVP ECC Variables
VXML_Server Network VRU
Script - GS,V microapp
Creates configuration objects
to support Multichannel Configuration:
A Network VRU for the MR PG
Application Instance for
Media Classes for
Configuration for Fresh Installs Only
Configuration is run
once on a
fresh installation of Packaged CCE. If you have already applied the base
configuration to Packaged CCE and are upgrading to a later release of Packaged
CCE, do not download the base configuration a second time—in this instance,
apply configuration changes manually.
Domain_Update_Tool.zip file from the same location. Save it locally and unzip it.
Open the ICMDBA
Tool on the CCE Data Server on Side A.
Server and expand the tree to <instance name>_sideA.
Data on the
menu bar and click
Browse to locate
the configuration folder and click
OK and then
OK on all
Before you run
PowerShell in Step 11 below, enter the command
get-executionpolicy to determine whether the Restricted
Execution policy is in effect or is restricted.
If the policy
is restricted, enter
set-executionpolicy. At the Supply Values prompt, enter
"Unrestricted." Then enter 'Y". This changes the execution policy.
Domain_Update_Tool and right-click
UpdateDomain.PS1. and Run with PowerShell. Respond as
name, enter the computer name of the CCE Data Server Side A.
Database name, enter <instance_sideA>.
Name, enter the customer's domain name.
Return to the
logger database (<instance_sideA).
on the menu bar and click
hostname for the CCE Data Server on Side A.
database name as <instance name>_sideA for the source side.
Under the Target Pane, select the CCE Data Server on Side B.
database name as <instance name>_sideB for the target side.
Click Yes for all messages.
Prevalidation Changes in Configuration Manager
After you change the system deployment type to Packaged CCE-PAC-M1, you lose access to most Unified CCE Configuration Manager tools. For this reason, you must access Configuration before you change deployment type modify the Network VRU labels.
Modify Network VRU Labels
The base configuration contains six Network VRU labels.
If those labels are not what the customer requires, follow these steps to change the Network VRU Labels in Unified CCE Configuration Manager before you set the deployment type to Packaged CCE.
In Unified CCE Configuration Manager, access Network VRU labels.
Modify the labels according to the customer's routing patterns.
Set Deployment Type and Run System Validation
Sign In and Select Deployment Type
After you have completed installation and configuration, sign in to Packaged CCE to select the Packaged CCE deployment type.
To sign in and select the deployment type:
Point to https://<IP Address>/cceadmin/Container.jsp, where <IP Address> is the address of either CCE data server (the one on Side A or the one on Side B).
At the sign in page, enter the Active Directory username and password.
This opens the Configure Deployment page, showing the default deployment type of Not Specified.
Select Packaged CCE: CCE-PAC-M1 from the drop-down.
This launches the VM Validation process to ensure that the deployment is in conformance with the required virtual machine specifications, capacity limits, and system validation rules.
Enter fields for the IP address and the Username and Password for the Side A and Side B VMware hosts.
After a successful validation, you see a Congratulations message.
If the Host (or IP address), Username, or Password entries were invalid, you see a Could Not Connect message.
If either the server or any of the VMs do not meet requirements, you see a message indicating connection problems. This message has a link to a log file. Open this file to see whether the servers are valid and whether all VMs match the deployment profiles.
Sample log file showing summary of invalid results
VM Validation Results: Wed Jun 20 08:05:36 EDT 2012
Valid Systems: 0 of 1
ESX Server: sideB
ESX Server Properties Valid: true
VM Layout Valid: false.
The information at the top of the log is a summary of the results. This log shows that the server is valid but the VM layout is not.
Sample log showing invalid server
This shows that the server does not have the required number of CPU Cores.
Required Version: 5.0.0
Required Min CPU Cores: 20
Required Min Memory (MB): 95000
Required HD(s) (GB): [1392, 1949, 273]
Required Bios <Major version>: C260
Required Vendor: Cisco Systems Inc
Found Version: 5.0.0
Found CPU Cores: 10
Found Memory (MB): 98185
Found HD(s) (GB): [1392, 273, 1949]
Found Bios: C2188.8.131.52b.0.102620111637
Found Vendor: Cisco Systems Inc
Sample log showing valid VM
Virtual Machines Matching Defined Profiles:
Profile: Unified CCE Data Server
OS: Microsoft Windows Server 2008 R2 (64-bit)
CPU Cores: 4
RAM (MB): 8192
HD(s) (GB): [80, 750]
VMWare Tools Version: 8384
There are three log entries for invalid VMs:
Required Profiles without Matching Virtual Machines
This means system does not have VMs present
that match our requirements.
Optional Profiles without Matching Virtual Machines
This means that the CVP Reporting profile, which is
defined as optional, does not exist on the system. This does
not block validation.
Virtual Machines without Matching Profiles
This means the system has VMs that do not match
requirements. They might be extra VMs or incorrectly-configured VMs.
Capacity and Validation Rules Pages in the User Interface
Two screens in the user interface, both accessed by tabs on the Home menu, show additional system information, with indicator for what you must address:
Capacity Info shows the maximum capacity that Packaged CCE supports, whether your system is within those limits, and what percentage of the maximum is currently used. For example, if the maximum capacity is 100 reason codes and your system has 300, the capacity indicator will be red.
System Validation shows the software specifications for which Packaged CCE has been qualified and whether your system conforms to those rules. For example, if exactly 9 ECC Variables are required for CVP and your system has 8 or 10, the Is Valid indicator will be red.
Validation for Other System Types
For Packaged CCE: CCE-PAC-M1 Lab Only, the same Capacity Info and System Validation checks apply. There is no VM Validation for these lab systems.
For all other deployment types, no VM validation, Capacity Info, or System Validation takes place.
The Deployment Type drop-down
menu on the Packaged CCE Configure Deployment screen offers 14 options.
The two options
appropriate for Packaged CCE are
CCE-PAC-M1 Lab Only.
Packaged CCE: CCE-PAC-M1
check for full call capacity (8 cps / 1000 agents)
of all VMs (CCE, CVP, CUIC, UCM, Finesse)
production option enables full call capacity (8 cps / 1000 agents) and checks
hardware and all VMs footprint (CCE, CVP, CUIC, UCM, Finesse).
this option if you want a system that runs at production-level call capacity.
Packaged CCE: CCE-PAC-M1 Lab
installation on any hardware.
this option for demo systems.
only option reduces the call capacity of the system to 1 CPS and allows a
maximum of 50 agents.
Configuration Manager Changes for Unified CCE
After you run the base configuration using ICMDBA and have changed the deployment type, you must perform the tasks listed here in Cisco Unified CCE Configuration Manager.
If you are using an Administration Server and Real-time Data Server system or an Administration Client system, double-click the Unified CCE Tools icon on the desktop, and then choose Administration Tools.
Create Agent Targeting Rule
Configure Dialed Numbers.
Configure routing in Script Editor and schedule for the Call Type.
Configure routing and administrative scripts.
Make a Call
Start up all
Unified CCE services if they are not set to Auto Start.
#Configure VXML leg where the incoming called-number matches the Network
dial-peer voice 9999 voip
description Used for VRU leg
incoming called-number 777T
dtmf-relay rtp-nte dtmf-relay rtp-nte
voice-class codec 1
configured in Unified CM Administration Clusterwide Domain Configuration must
match the Server Group name in Unified CVP Server Groups
To run a call, you
must set up at least two agents, one skill group, a call type, and a dialed
number in Unified CCE Administration.
Point a browser
to the URL https://<IP Address>/cceadmin, where <IP Address> is the
address of either CCE data server.
Sign in using
your Active Directory username and password.
From the menu,
Agent > Agents. Then create two agents.
From the menu,
Agent > Skill Groups. Then create a Skill Group.
From the menu,
Manage > Call
> Call Type. Then create a Call Type.
From the menu,
Manage > Call
> Dialed Numbers. Then create a Dialed Number String of the routing type
From the menu,
Manage > Call
> Network VRU Scripts. Then create a Network VRU Script.
Enter a Name
of your choice.
Script Name, enter the script using the VRU script name parameters; for
PM,CCAM_PM.wav,A,CVP, which represents
PlayMedia, wav file name,
defaults in the other fields.
Open either CCE
Administration Tools > Script Editor.
From the Start
node > Run Ext. Script > Queue to Skill Group.
Add Agent Targeting Rule
To run a call, you must create an Agent Targeting Rule.
From either CCE Data Server, navigate to Unified CCE Administration Manager > Configuration Manager.
Select Tools > List Tools > Agent Targeting Rule.
Click Retrieve. Then click Add.
In the Attributes dialog box:
Name the rule
For Peripheral, select CUCM_PG_1.
For Rule type, select Agent Extension.
In the Routing client panel, select all four CVP clients—the two CVP_PGs on Side A and the two CVP_PGs on Side B.
In the Extension Ranges panel, click Add to enter the Low and High extensions for the agents. Then click OK.
Point your browser to Cisco Finesse.
Log in as Agent
1, using the ID, password, and phone extension of one of the agents you added.
Set the state
for Agent 1 to Ready.
Log in as Agent
2: using the ID, password, and phone extension of the other agent you added.
Set the state
for Agent 2 to Ready.
As Agent 2, make
a call, using the dialed number you configured.
Agent 1 should
receive the call.
If a customer
requires a language instead of the default (English), you can download the
Packaged CCE Language Pack executable from the Unified Contact Center Download
Language Pack on both CCE Data Servers (Side A and Side B) and on any external
HDS systems. Once the Language Pack is installed, the Unified Web
Administration Sign-In page has a language drop-down menu that lists all
available languages. Select a language to display the user interface and the
online help in that language.
Important: Install at off-peak hours. The CCE Data Servers and external HDS
systems are not usable during the installation of the Language Pack.
The customer can
uninstall the Language Pack from Windows
> Programs and Features > Uninstall or change a program.
Server Collation Settings for Languages
This table shows
the languages supported by Packaged CCE and the SQL Server Collation setting
for each. You must select a collation when you install Microsoft SQL Server
2008 R2, and it must be the collation that maps to the customer's language
If your initial
collation selection is incorrect, the customer will need to uninstall Microsoft
SQL Server and reinstall it with the correct collation configuration.
SQL Server Collation Setting
The Windows system
locale must match the display language; otherwise some characters will appear
incorrectly in the user interface and will be saved incorrectly to the
database. For example, if the system locale is English and users are working in
Spanish, characters such as the
acute a will
not appear correctly.
procedure at both CCE Call Servers, both CCE Data Servers, and any external HDS
Panel > Region and Language.
for non-Unicode programs, click
language and click
match the language you selected in Step 4.