Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
Final Tasks
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Final Tasks

Final Tasks

Apply Base Configuration

About Base Configuration

The base configuration performs the following functions on the system:

Creates core system objects to support call routing and dial plan for Packaged CCE.

Creates two Peripheral Gateways:

  • 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 record
  • 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 Multichannel
  • Media Classes for Multichannel

Apply Base Configuration for Fresh Installs Only

The Base 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.

Run Base Configuration Using the ICMDBA Tool

This task is required for a fresh install. The procedure is run on the CCE Data server on Side A.
Procedure
    Step 1   Download the base configuration zip file from Cisco.com > Download Software > Packaged Contact Center Enterprise Configuration Scripts: http:/​/​software.cisco.com/​download/​type.html?mdfid=284360381&i=rm. Save it locally and unzip it.
    Step 2   Download the Domain_Update_Tool.zip file from the same location. Save it locally and unzip it.
    Step 3   Open the ICMDBA Tool on the CCE Data Server on Side A.
    Step 4   Select the CCE Data Server and expand the tree to <instance name>_sideA.
    Step 5   Select Data on the menu bar and click Import.
    Step 6   Browse to locate the configuration folder and click Open.
    Step 7   Click OK and then click Import.
    Step 8   Click Start and then click OK on all messages.
    Step 9   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.

    Step 10   Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell. Respond as follows:
    1. For Server name, enter the computer name of the CCE Data Server Side A.
    2. For Database name, enter <instance_sideA>.
    3. For Domain Name, enter the customer's domain name.
    Step 11   Return to the ICMDBA tool.
    1. Click the logger database (<instance_sideA).
    2. Open Data on the menu bar and click Synchronize.
    3. Enter the hostname for the CCE Data Server on Side A.
    4. Enter the database name as <instance name>_sideA for the source side.
    5. Under the Target Pane, select the CCE Data Server on Side B.
    6. Enter the database name as <instance name>_sideB for the target side.
    7. Click Synchronize.
    Step 12   Click Start.
    Step 13   Click Yes for all messages.
    Step 14   Click Close.

    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.

    Important:

    If the customer requires Network VRU Labels for the CVP routing clients that begin with numbers other than 777, then you must match the first three digits of their CVP_PG Network VRU Labels to the value in the Configure Dialed Number Patterns for the Network VRU Label and to the incoming called-number for the VRU leg, as set in the Configure Cisco IOS Enterprise Voice Gateway.

    Procedure
      Step 1   In Unified CCE Configuration Manager, access Network VRU labels.
      Step 2   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:

      1. 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).
      2. 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.
      3. 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.
      4. Enter fields for the IP address and the Username and Password for the Side A and Side B VMware hosts.
      5. Click Save.

      Validation Results

      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
      Overall: false
      Valid Systems: 0 of 1
      Summary:
      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.

      Server Result:
      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: C260.1.4.2b.0.102620111637
      Found Vendor: Cisco Systems Inc
      

      Sample log showing valid VM

      Virtual Machines Matching Defined Profiles:
      VM: BB-CCE-DataSvr-A
      Profile: Unified CCE Data Server
      OS: Microsoft Windows Server 2008 R2 (64-bit)
      CPU Cores: 4
      Reservation: 5100
      RAM (MB): 8192
      HD(s) (GB): [80, 750]
      VMWare Tools Version: 8384
      

      Invalid VMs

      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.

      Deployment Types

      The Deployment Type drop-down menu on the Packaged CCE Configure Deployment screen offers 14 options.

      The two options appropriate for Packaged CCE are Packaged CCE: CCE-PAC-M1 and Packaged CCE: CCE-PAC-M1 Lab Only.

      Deployment Type

      Validation

      Notes

      Packaged CCE: CCE-PAC-M1

      Capacity check for full call capacity (8 cps / 1000 agents)

      System validation

      Validation of all VMs (CCE, CVP, CUIC, UCM, Finesse)

      The production option enables full call capacity (8 cps / 1000 agents) and checks hardware and all VMs footprint (CCE, CVP, CUIC, UCM, Finesse).

      Requires duplexed servers.

      Select this option if you want a system that runs at production-level call capacity.

      Packaged CCE: CCE-PAC-M1 Lab Only

      Capacity check

      System validation

      No VM Validation

      Allows installation on any hardware.

      Select this option for demo systems.

      The lab only option reduces the call capacity of the system to 1 CPS and allows a maximum of 50 agents.

      All other types

      No validation

      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 CallTypes.

      • Configure Dialed Numbers.

      • Configure routing in Script Editor and schedule for the Call Type.

      • Configure routing and administrative scripts.

      Make a Call

      1. Start up all Unified CCE services if they are not set to Auto Start.
      2. Create agents, a skill group, a call type, a dialed number, and a Network VRU script in Unified CCE Administration. See Create Agents, Skill Group, Call Type, Dialed Number, and Network VRU Script
      3. Use Script Editor to create a script. Create a Script
      4. Log in to Call from Finesse

      For calls to run successfully:

      You must create two phones for the two agents you will use in Cisco Finesse. See Add Phones.
      You must edit the Application User to add those two phones. See Configure Application User.

      These values must match:

      The value configured in Unified CM Administration Clusterwide Domain Configuration must match the Server Group name in Unified CVP Server Groups

      See Validate Clusterwide Domain Configuration and Configure SIP Server Group

      The CTI route point must be added to pguser.

      See Configure CTI Route Point

      Create Agents, Skill Group, Call Type, Dialed Number, and Network VRU Script

      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.

      Procedure
        Step 1   Point a browser to the URL https://<IP Address>/cceadmin, where <IP Address> is the address of either CCE data server.
        Step 2   Sign in using your Active Directory username and password.
        Step 3   From the menu, select Manage > Agent > Agents. Then create two agents.
        Step 4   From the menu, select Manage > Agent > Skill Groups. Then create a Skill Group.
        Step 5   From the menu, select Manage > Call > Call Type. Then create a Call Type.
        Step 6   From the menu, select Manage > Call > Dialed Numbers. Then create a Dialed Number String of the routing type Internal Voice.
        Step 7   From the menu, select Manage > Call > Network VRU Scripts. Then create a Network VRU Script.
        1. Enter a Name of your choice.
        2. For VRU Script Name, enter the script using the VRU script name parameters; for example: PM,CCAM_PM.wav,A,CVP, which represents PlayMedia, wav file name, Application, CVP.
        3. Keep the defaults in the other fields.

        Create a Script

        Procedure
          Step 1   Open either CCE Data Server.
          Step 2   Navigate to Unified CCE Administration Tools > Script Editor.
          Step 3   From the Start node > Run Ext. Script > Queue to Skill Group.
          Step 4   Schedule the script.

          Add Agent Targeting Rule

          To run a call, you must create an Agent Targeting Rule.

          Procedure
            Step 1   From either CCE Data Server, navigate to Unified CCE Administration Manager > Configuration Manager.
            Step 2   Select Tools > List Tools > Agent Targeting Rule.
            Step 3   Click Retrieve. Then click Add.
            Step 4   In the Attributes dialog box:
            1. Name the rule
            2. For Peripheral, select CUCM_PG_1.
            3. For Rule type, select Agent Extension.
            4. 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.
            5. In the Extension Ranges panel, click Add to enter the Low and High extensions for the agents. Then click OK.
            Step 5   Click Save.

            Call from Finesse

            Procedure
              Step 1   Point your browser to Cisco Finesse.
              Step 2   Log in as Agent 1, using the ID, password, and phone extension of one of the agents you added.
              Step 3   Set the state for Agent 1 to Ready.
              Step 4   Log in as Agent 2: using the ID, password, and phone extension of the other agent you added.
              Step 5   Set the state for Agent 2 to Ready.
              Step 6   As Agent 2, make a call, using the dialed number you configured.

              Agent 1 should receive the call.


              Install Language Pack

              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 Software page.

              Install Language Pack

              Install the 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.

              UnInstall Language Pack

              The customer can uninstall the Language Pack from Windows Control Panel > Programs and Features > Uninstall or change a program.

              Collation and Locale Settings for Localization

              Microsoft SQL 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 display.

              Remember:

              If your initial collation selection is incorrect, the customer will need to uninstall Microsoft SQL Server and reinstall it with the correct collation configuration.

              Windows Language SQL Server Collation Setting

              English

              Danish

              Dutch

              French

              German

              Italian

              Portuguese (Brazil)

              Spanish (Spain)

              Swedish

              Latin1_General

              Russian

              Cyrillic General

              Chinese (China)

              Chinese_PRC

              Chinese (Taiwan)

              Chinese_Taiwan_Stroke

              Korean

              Korean_Wansung

              Japanese

              Japanese

              Windows System Locale

              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.

              Perform this procedure at both CCE Call Servers, both CCE Data Servers, and any external HDS systems.

              1. Open Control Panel > Region and Language.
              2. Click the Administrative tab.
              3. Under Language for non-Unicode programs, click Change System Locale.
              4. Select the language and click OK.
              5. Click the Format tab.
              6. Under Format, match the language you selected in Step 4.
              7. Restart the virtual machine.