Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
Configure Solution Components
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Configure Solution Components

Contents

Configure Solution Components

After you create VMs on the destination system—by golden template or direct-install—you must configure those VMs for customer uer. This chapter contains the procedures you must perform.


Note


Unless otherwise noted, the procedures in this section apply to both golden-template and direct-install options.


Configure Unified CCE Data Server

Validate Network Adapter Settings and Power On

Perform this procedure for all Windows VMs.

Procedure
    Step 1   Select the Virtual Machine in the vSphere client. Right-click the VM and choose Edit settings.
    Step 2   On the Hardware tab, select each Network adapter. Make sure that Connect at power on in the Device Status group is checked:
    Step 3   Power on the virtual machine.
    Important:

    Do not press Ctril-Alt_Del. If you press Ctrl-Alt-Delete after powering on, the customization does not take effect. You must complete it manually. For more information, see http:/​/​docwiki.cisco.com/​wiki/​Recover_​from_​Pressing_​Ctrl-Alt-Del_​During_​Power-On .

    Step 4   Wait for the VM to restart and to apply customization. This can take five to ten minutes.

    Configure Network Cards

    Procedure
      Step 1   Select Start and right-click Network and select Properties.
      Step 2   Click Change adapter settings to open the Network Connections page.
      Step 3   Rename the network adapter with Visible IP address configurations as Visible.
      Step 4   Rename the network adapter with Private IP address configurations as Private.
      Step 5   On the Network Connections page, press Alt N to display the Advanced menu.
      Step 6   From the Advanced menu, select Advanced Settings.
      Step 7   Under Adapters and Bindings, sort the connections so that visible is on top.
      Step 8   For the Private connection, uncheck File and Printer Sharing for Microsoft Networks. Client for Microsoft Networks, and Internet Protocol Version 6 (TCP/IPV6).
      Step 9   Click OK.

      Edit Registry Settings and Restart VM

      Perform this procedure for all Windows VMs.

      Procedure
        Step 1   Go to Start > Administrative Tools > Computer Management.
        Step 2   On the left panel, expand Computer Management (Local) > System Tools > Local Users and Groups > Users.
        Step 3   On the right panel, right-click the administrator and choose Set Password.
        Step 4   Click Proceed at the warning message, and then enter the new password.
        Step 5   Click OK to save.
        Step 6   Access the Registry Editor (Start > Run > regedit).
        Step 7   Navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Microsoft > Windows NT > Current Version > Winlogon.
        1. Set AutoAdminLogon to 0.
        2. Remove these keys if they exist: DefaultDomainName and DefaultUserName .
        Step 8   Restart the machine. If the machine is in the domain, log in to the domain.
        Step 9   To synchronize time with the domain controller, open a command prompt and type the command NET TIME /DOMAIN:<domain>.

        Configure Unified CCE Encryption Utility

        Procedure
          Step 1   Start All Programs > Cisco Unified CCE Tools.
          Step 2   Select SSL Encryption Utility.
          Step 3   Click the Certificate Administration tab.
          Step 4   Click Uninstall. Select Yes.
          Step 5   When the uninstallation completes, choose Install.

          You see a stream of messages, ending with SSL Certificate successfully installed.

          Step 6   Click Close.

          Configure SQL Server

          Procedure
            Step 1   Go to Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio.
            Step 2   Log in.
            Step 3   Expand Security and then Logins.
            Step 4   If the BUILTIN\Administrators group is not listed:
            1. Right-click Logins and select New Login.
            2. Click Search and then Locations to locate BUILTIN in the domain tree.
            3. Type Administrators and click Check Name and then OK.
            4. Double-click BUILTIN\Administrators.
            5. Choose Server Roles.
            6. Make sure that public and sysadmin are both checked.

            Configure a Database Drive

            Procedure
              Step 1   Choose Start > All Programs > Administrative Tools > Computer Management.
              Step 2   Under Storage, click Disk Management.
              Step 3   When you see Select Disks: Disk 1, select the option Use the following partition style for the selected disks: MBR (Master Boot Record).
              Step 4   When you see Select Disks: Disk 1, select the option Use the following partition style for the selected disks: MBR (Master Boot Record).
              Step 5   At the Initialize Disk pop up, select Disk 1 and choose MBR (Master Boot Record) for the partition style. Click OK.
              Step 6   Create a new disk partition as follows: right-click Disk 1 and choose New simple volume.
              1. Retain default volume size. Click Next.
              2. Assign drive letter (E). Click Next.
              3. Choose NTFS, Default allocation unit size, and a volume label.
              4. Check the Perform a quick format option. Click Next.
              5. Click Finish.

                The format is complete when the status changes to Healthy.


              Configure Domain Manager

              DO THIS ONCE, on the first Unified Data Server that you configure.

              Procedure
                Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > Domain Manager.
                Step 2   Log in as a user who has permissions to create OUs in the domain.
                Step 3   In the pane on the left, expand the domain.
                Step 4   Add the Cisco Root as Cisco_ICM, :
                1. Under Cisco root, click Add.
                2. Select the organizational unit (OU) under which you want to create the Cisco Root OU, then click OK.
                Step 5   Add the facility organizational unit (OU):
                1. In the right pane, under Facility, click Add.
                2. Enter the name for the Facility. Then click OK.
                Step 6   Add the Instance OU:
                1. In the right pane, under Instance, click Add.
                2. Enter the instance name and click OK.
                Step 7   Click Close.

                Set Up the Instance

                Procedure
                  Step 1   Launch the Unified CCE Web Setup.
                  Step 2   Sign in using as domain user having local Administrator rights.
                  Step 3   Click Instance Management, and then click Add.
                  Step 4   On the Add Instance page, configure as follows:
                  1. Choose the facility and instance.
                  2. In the Instance Number field, enter 0.
                  Step 5   Click Save.

                  Configure the Logger

                  Configure Logger Database and Log

                  Procedure
                    Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > ICMdba. If you see warnings, click Yes to dismiss them.
                    Step 2   Navigate to Server > Instance.
                    Step 3   Right-click the instance name and choose Create.
                    Step 4   In the Select Component dialog box, choose the logger you are working on ( Logger A or Logger B). Click OK.
                    Step 5   At the prompt, "SQL Server is not configured properly. Do you want to configure it now?" Click Yes.
                    Step 6   On the Configure page, in the SQL Server Configurations pane check the defaults for Memory (MB) and Recovery Interval. Click OK.
                    Step 7   On the Stop Server page, click Yes to stop the services.
                    Step 8   In the Select Logger Type dialog box, choose Enterprise. Click OK to open the Create Database dialog box.
                    Step 9   Create the Logger database and log as follows:
                    1. In the DB Type field, choose the Side (A or B).
                    2. In the Storage pane, click Add.
                    3. Click Data
                    4. Choose the E drive.
                    5. Enter 665600 MB in the Size field.
                    6. Click OK to return to the Create Database dialog box.
                    7. Click Add again.
                    8. Choose the E drive.
                    9. Enter 3072MB in the Size field.
                    10. Click OK to return to the Create Database dialog box.
                    Step 10   In the Create Database dialog box, click Create. Then click Start.

                    When you see the successful creation message, click OK and then Close.


                    Configure Logger Component in Web Setup

                    Procedure
                      Step 1   Configure the logger component as follows:
                      1. Return to Unified CCE Web Setup. You might need to log in again.
                      2. Choose Component Management > Loggers. Click Add. Choose the Instance.
                      3. On the Deployment page, click Duplexed. Click Next.
                      4. On the Central Controller Connectivity page, enter the host names for Sides A and B for the Router Private Interface and Logger Private Interface.
                      5. Click Next.
                      Step 2   On the Additional Options page:
                      1. If an external AW-HDS-DDS exists in the deployment, check Enable Historical/Detail Data Replication.
                      2. Check Display Database Purge Configuration Step.
                      3. Click Next.
                      Step 3   On the Data Retention page, modify the Database Retention Configuration table:
                      1. For these tables, set the retention period to 40.
                        • Application_Event
                        • Event
                        • Network_Event
                        • Route_Call_Detail
                        • Route_Call_Variable
                        • Termination_Call_Detail
                        • Termination_Call_Variable
                      2. Set the retention period for all other tables to 400 days.
                      3. Click Next,
                      Step 4   On the Data Purge page, configure purge for a day of the week and a time when there is low demand on the system.
                      Step 5   Accept the default Automatic Purge at Percent Full.
                      Step 6   Click Next.
                      Step 7   Review the Summary page, and then click Finish.

                      Base Configuration on the Logger

                      Note that after all configuration is complete, you will download the Base Configuration and run it on the Side A logger.
                      Related References

                      Configure AW Database and Log

                      Procedure
                        Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.
                        Step 2   Navigate to Server > Instance.
                        Step 3   Right-click the instance name and choose Create.
                        Step 4   At the Select Component screen, choose Administration & Data Server.
                        Step 5   In the Select AW Type dialog box, choose Enterprise. Click OK to open the Create Database dialog box.
                        Step 6   Create the database and log as follows:
                        1. In the DB Type field, choose AW.
                        2. In the Storage pane, click Add.
                        3. Click Data
                        4. Choose the C drive.
                        5. Enter 1400 MB in the Size field.
                        6. Click OK to return to the Create Database dialog box.
                        7. Click Add again.
                        8. In the Add Device dialog box, click Log.
                        9. Choose the C drive.
                        10. Enter 100 MB in the Size field.
                        11. Click OK to return to the Create Database dialog box.
                        Step 7   In the Create Database dialog box, click Create. Then click Start.

                        When you see the successful creation message, click OK and then Close.

                        Step 8   Configure autogrowth.

                        Configure Administration Server and Real-Time Data Server Components

                        Procedure
                          Step 1   Go to the Unified CCE Web Setup.
                          Step 2   Choose Component Management > Administration & Data Servers. Click Add.
                          Step 3   On the Add Administration & Data Servers page, configure as follows:
                          1. Choose the current instance
                          2. Click Enterprise. Then click Small to Medium Deployment Size.
                          3. Click Next.
                          Step 4   On the Role page, choose the option Administration Server and Real-time Data Server (AW). Click Next.
                          Step 5   On the Administration & Data Servers Connectivity page for Side A:
                          1. Click the radio button for Primary Administration & Data Server.
                          2. In the *Primary Administration & Data Server field, enter the hostname for the Side A server.
                          3. In the *Primary/Secondary Pair (Site) Name field, enter AW_SideA.
                          4. Click Next.

                          OR, on the Administration & Data Servers Connectivity page for Side B:

                          1. Click the radio button for Primary Administration & Data Server.
                          2. In the *Primary Administration & Data Server field, enter the hostname for the Side B server.
                          3. In the *Primary/Secondary Pair (Site) Name field, enter AW_SideB.
                          4. Click Next.
                          Step 6   On the Database and Options page, configure as follows:
                          1. In the Create Database(s) on Drive field, choose C.

                          2. Do not click Agent Re-skilling or Configuration Management Service.
                          3. Do not click the Agent Re-skilling Web Tool.
                          4. Check Internet Script Editor (ISE) Server.
                          5. Click Next.
                          Step 7   On the Central Controller Connectivity page, configure as follows:
                          1. For Router Side A, enter the Call Server Side A Public hostname.
                          2. For Router Side B, enter the Call Server Side B Public hostname.
                          3. For Logger Side A, enter the Data Server Side A Public hostname.
                          4. For Logger Side B, enter the Data Server Side B Public hostname.
                          5. Enter the Central Controller Domain Name.
                          6. Select Central Controller Side A Preferred or Central Controller Side B Preferred, based on what side you are on.
                          7. Click Next.
                          Step 8   Review the Summary page, and then click Finish.

                          Configure Cisco Diagnostic Framework Portico

                          Procedure
                            Step 1   In the Start menu, right-click Command Prompt and select Run as Administrator.
                            Step 2   Enter cd icm\serviceability\diagnostics\bin and press Enter.
                            Step 3   Enter DiagFwCertMgr /task:CreateAndBindCert /port:7890 and press Enter.

                            Configure Unified CCE Call Server

                            Configure Unified CCE Router

                            Procedure
                              Step 1   Launch the Unified CCE Web Setup.
                              Step 2   Sign in as the domain user with local Administrator permission.
                              Step 3   Click Instance Management, and then click Add.
                              Step 4   In the Add Instance dialog box, select the customer facility and instance.
                              Step 5   In the Instance Number field, enter 0. Click Save.
                              Step 6   Choose Component Management > Routers.
                              Step 7   Click Add to set up the Call Router.
                              Step 8   In the Deployment page, click the appropriate Side.
                              Step 9   Click Duplexed. Click Next.
                              Step 10   In the Router Connectivity page, configure the Private Interfaces and Public (Visible) Interfaces. Click Next.
                              Step 11   In the Enable Peripheral Gateways page enter 1-2 in the Enable Peripheral Gateways field. Click Next.
                              Step 12   In the Router Options page, check the Enable Quality of Service (QoS) check box, and then click Next.
                              Note   

                              This step applies to Side A only.

                              Step 13   In Router Quality of Service window, accept the defaults and click Next.
                              Step 14   In the Summary page, make sure that the Router summary is correct, then click Finish.

                              Configure Generic Peripheral Gateway

                              In CCE, the generic PG is called the Agent PG.
                              Sequence Task
                              1 Add the Generic PG
                              2 Add PIM1 (CUCM PIM)
                              3 Add PIM1 (first VRU PIM)
                              4 Add PIM1 (second VRU PIM)
                              5 Add PIM1 (third VRU PIM)
                              6 Add PIM1 (fourth VRU PIM)
                              7 After Creating PIMS

                              Add Generic PG

                              The generic PG must be the first PG that you add. It is assigned the PG ID of PG1.

                              Procedure
                                Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
                                Step 2   Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
                                Step 3   In the Peripheral Gateway Properties dialog box:
                                1. Check Production mode.
                                2. Check Auto start system startup.
                                3. Check Duplexed Peripheral Gateway.
                                4. Choose PG1 in the PG node Properties ID field.
                                5. Select the appropriate side (Side A or Side B).
                                6. Under Client Type pane, add CUCM and VRU to the selected types.
                                7. Click Next.

                                Add PIM1 (CUCM PIM)

                                Procedure
                                  Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
                                  Step 2   Select CUCM and PIM1. Then click OK.
                                  Step 3   Check Enabled.
                                  Step 4   In the Peripheral name field, enter CM.
                                  Step 5   In the Peripheral ID field, enter 5000.
                                  Step 6   In the Agent extension length field, enter extension length for this deployment.
                                  Step 7   In the Unified Communications Manager Parameters pane, configure as follows:
                                  1. In the Service field, enter the hostname of the Unified Communications Manager Subscriber.
                                  2. In the User ID field, enter pguser.
                                  3. In the User password field, enter the password of the user that will be created on Unified Communications Manager.
                                  4. In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729.
                                  Step 8   Click OK.

                                  Add PIM2 (First VRU PIM)

                                  Procedure
                                    Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
                                    Step 2   Select Client Type of VRU and PIM2. Then click OK.
                                    Step 3   Check Enabled.
                                    Step 4   In the Peripheral name field, enter CVP1.
                                    Step 5   In the Peripheral ID field, enter 5001.
                                    Step 6   In the VRU hostname field, enter the hostname of CVP1 (Side A).
                                    Step 7   In the VRU Connect port field, enter 5000.
                                    Step 8   In the Reconnect interval (sec) field, enter 10.
                                    Step 9   In the Heartbeat interval (sec) field, enter 5.
                                    Step 10   In the DSCP field, choose CS3(24).
                                    Step 11   Click OK.

                                    Add PIM3 (Second VRU PIM)

                                    Procedure
                                      Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
                                      Step 2   Select Client Type of VRU and PIM3. Then click OK.
                                      Step 3   Check Enabled.
                                      Step 4   In the Peripheral name field, enter CVP2.
                                      Step 5   In the Peripheral ID field, enter 5002.
                                      Step 6   In the VRU host name, enter the IP address of CVP1 (Side B).
                                      Step 7   In the VRU Connect port field, enter 5000.
                                      Step 8   In the Reconnect interval (sec) field, enter 10.
                                      Step 9   In the Heartbeat interval (sec) field, enter 5.
                                      Step 10   In the DSCP field, choose CS3(24).
                                      Step 11   Click OK .

                                      Add PIM4 (Third VRU PIM)

                                      Procedure
                                        Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
                                        Step 2   Select Client Type of VRU and PIM4. Then click OK.
                                        Step 3   Check Enabled.
                                        Step 4   In the Peripheral name field, enter CVP3.
                                        Step 5   In the Peripheral ID field, enter 5003.
                                        Step 6   In the VRU host name, enter the IP address of CVP2 (Side A).
                                        Step 7   In the VRU Connect port field, enter 5000.
                                        Step 8   In the Reconnect interval (sec) field, enter 10.
                                        Step 9   In the Heartbeat interval (sec) field, enter 5.
                                        Step 10   In the DSCP field, choose CS3(24).
                                        Step 11   Click OK .

                                        Add PIM5 (Fourth VRU PIM)

                                        Procedure
                                          Step 1   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
                                          Step 2   Select Client Type of VRU and PIM4. Then click OK.
                                          Step 3   Check Enabled.
                                          Step 4   In the Peripheral name field, enter CVP4.
                                          Step 5   In the Peripheral ID field, enter 5004.
                                          Step 6   In the VRU host name, enter the IP address of CVP2 (Side B).
                                          Step 7   In the VRU Connect port field, enter 5000.
                                          Step 8   In the Reconnect interval (sec)field, enter 10.
                                          Step 9   In the Heartbeat interval (sec field, enter 5.
                                          Step 10   In the DSCP field, choose CS3(24).
                                          Step 11   Click OK .

                                          After Creating PIMs

                                          Perform this task at the Peripheral Gateway Component Properties page.

                                          Procedure
                                            Step 1   Enter 5000 in the Logical Controller ID field.
                                            Step 2   Enter 0 in the CTI Call Wrapup Data delay field.
                                            Step 3   In the VRU Reporting pane, click Service Control and check Queue Reporting. Click Next to open the Device Management Protocol Properties dialog box.
                                            Step 4   In the Device Management Protoculs Properties dialog box, complete all interface fields:
                                            1. On Side A Preferred:
                                              • Side A Properties panel, enter Call Router is local.
                                              • Side B Properties panel, enter Call Router is remote (WAN).
                                            2. On Side B Preferred:
                                              • Side A Properties panel, enter Call Router is remote (WAN).
                                              • Side B Properties panel, enter Call Router is local.
                                            3. For both Sides:
                                              • Accept the default in the Usable Bandwidth (kbps) field.
                                              • Accept the default in the Heartbeat Interval (100ms) field.
                                            4. Click Next.
                                            Step 5   In the Peripheral Gateway Network Interfaces dialog box, complete all interface fields:
                                            1. Enter the Private Interfaces and the Public (Visible) Interfaces.
                                            2. Click the QoS button in the visible interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK.
                                            3. Click the QoS button in the public interfaces section for Side A. In the PG Visible Link QoS Settings, check Enable QoS, click OK.
                                            4. Click Next.
                                            Step 6   In the Check Setup Information dialog box, click Next.
                                            Step 7   In the Setup Complete dialog box, click Finish.

                                            Configure CTI Server

                                            Procedure
                                              Step 1   Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
                                              Step 2   In the Instance Components pane of the Components Setup dialog box click Add.
                                              Step 3   In the Component Selection dialog box, click CTI Server.
                                              1. Check Production mode.
                                              2. Check Auto start at system startup.
                                              3. Check Duplexed CTI Server.
                                              4. Choose CG1 in the CG node properties pane ID field.
                                              5. Enter 1 in the CG node properties ICM system ID field.
                                              6. Click the appropriate side.
                                              7. Click Next.
                                              Step 4   In the Server Component Properties dialog box, configure as follows:
                                              1. For Side A, enter 42027 in the Client Connection Port Number field.
                                              2. For Side B, enter 43027 in the Client Connection Port Number field.
                                              Step 5   Click Next.
                                              Step 6   In the Network Interface Properties dialog box, fill in all interface fields Then click Next .
                                              Step 7   Under the Check Setup Information page, click Next.
                                              Step 8   In the Setup Completed dialog box, click Finish.
                                              Step 9   Click Exit Setup.

                                              Install JTAPI


                                              Note


                                              This procedure is required for the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM. However, you must postpone this task until after you Configure Unified Communications Manager .

                                              Complete the following procedure to install JTAPI on the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM for Side A and Side B.

                                              Procedure
                                                Step 1   Launch the Unified Communications Manager in a browser (https://{callmanager-hostname}) and log in.
                                                Step 2   Navigate to Application > Plugins. Click Find.
                                                Step 3   Download the Cisco JTAPI 32-bit Client for Windows. Cisco JTAPI 64-bit is not supported.
                                                Step 4   Install the downloaded file, accepting all of the default settings.
                                                Step 5   At the prompt, enter the IP address for the Unified Communications Manager TFTP Server, and click Next.
                                                Step 6   Click Finish.

                                                Configure Media Routing Peripheral Gateway

                                                Complete the following procedure to set up the Unified CCE Media Routing Peripheral Gateway. The MR PG is required; you must configure it.

                                                The Media Routing Peripheral Gateway can optionally have two PIMs—the MultiChannel PIM (PIM1) and the Outbound PIM (PIM2). The Multichannel PIM can be configured for Unified WIM and Unified EIM or for SocialMiner. You can configure these PIMs if you use those features.


                                                Note


                                                Refer to the Features Guide at this URL http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​prod_​maintenance_​guides_​list.html for directions on adding the Outbound PIM and the Multichannel PIM.


                                                Add Media Routing PG

                                                The MR PG must be the second PG that you add such that it is assigned the PG ID of PG2. On Side A, it is PG2A. On Side B, it is PG 2B.

                                                Procedure
                                                  Step 1   Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
                                                  Step 2   Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
                                                  Step 3   In the Peripheral Gateway Properties dialog box:
                                                  1. Check Production Mode.
                                                  2. Check Auto start system startup.
                                                  3. Check Duplexed Peripheral Gateway.
                                                  4. Choose PG2 in the PG node Properties ID field.
                                                  5. Click the appropriate side.
                                                  6. Under Client Type pane, add Media Routing to the selected types.
                                                  7. Click Next.
                                                  Step 4   Enter 5001 in the Logical Controller ID field.
                                                  Step 5   Enter 0 in the CTI Call Wrapup Data delay field. Click Next.
                                                  Step 6   In the Device Management Protocol Properties dialog box, configure as follows:
                                                  1. On Side A Preferred:
                                                    • Side A Properties panel, enter Call Router is local.
                                                    • Side B Properties panel, enter Call Router is remote (WAN).
                                                  2. On Side B Preferred:
                                                    • Side A Properties panel, enter Call Router is remote (WAN).
                                                    • Side B Properties panel, enter Call Router is local.
                                                  3. For both Sides:
                                                    • Accept the default in the Usable Bandwidth (kbps) field.
                                                    • Enter 4 in the Heartbeat Interval (100ms) field.
                                                  4. Click Next.
                                                  Step 7   In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Visible Interfaces.
                                                  1. Click the QoS button in the private interfaces section. In the PG Private Link Qos Settings, check the check box Enable QoS and click OK.
                                                  2. Click the QoS button in the visible interfaces section. In the PG Visible Link Qos Settings, check the check box Enable QoS and click OK .
                                                  3. Click Next.
                                                  Step 8   In the Check Setup Information dialog box, click Next.
                                                  Step 9   In the Setup Complete dialog box, click Finish.
                                                  Step 10   Click Exit Setup.

                                                  Configure CTI OS Server


                                                  Note


                                                  This procedure is not required if the customer uses Finesse for the agent desktop.


                                                  Procedure
                                                    Step 1   Mount the CTIOS ISO image or copy the CTIOS installer to the local drive of Unified CCE Call Server .
                                                    Step 2   If a maintenance release for CTIOS is available, copy the maintenance release to the local drive of Unified CCE Call Server.
                                                    Step 3   Navigate to CTIOS Server and run setup.exe. Click Yes to the warning that the SNMP service will be stopped and then restarted after the installation completes.
                                                    Step 4   Accept the Software License Agreement.
                                                    Step 5   Browse to the location for the latest Maintenance Release, if any. Click Next.
                                                    Step 6   In CTI OS Instance dialog box, click in the CTI OS Instance List pane. In the Add CTIOS Server Instance window, enter your instance name and click OK.
                                                    Step 7   Click Add in the CTI OS Server List pane. Click OK.
                                                    Step 8   In the Enter Desktop Drive dialog box, choose drive C. Click OK.
                                                    Step 9   In the CTI Server Information dialog box, enter the host name of the Call Servers and the port for Side A (which is 42027) and the port for Side B (43027). Then click Next.
                                                    Step 10   In the Peripheral Identifier dialog box, accept all defaults and Click Next.
                                                    1. In the Peripheral ID field, enter the Peripheral ID of CUCM PG.
                                                    2. In the Login By pane, Choose Agent ID.
                                                    Step 11   In the Connect Information dialog box, accept all defaults and then click Next.
                                                    Step 12   In the Statistics Information dialog box, accept all defaults and then click Next.
                                                    Step 13   In the IPCC Silent Monitor Type dialog box, set Silent Monitor Type to CCM Based and click Next.
                                                    Step 14   In the Peer CTIOS Server dialog box, configure as follows:
                                                    1. Check Duplex CTIOS Install.
                                                    2. If you are configuring Side A, set the Peer CTI OS server to the hostname of Call Server Side A. If you are configuring Side B, set the Peer CTI OS server to the hostname of the Call Server B.
                                                    3. In the Port field, enter 42028.
                                                    Step 15   Click Finish.
                                                    Step 16   In the Cisco CTIOS Server Security dialog box, uncheck Enable Security. Click OK.
                                                    Step 17   In the CTI OS Security Setup Complete dialog box, click Finish.
                                                    Step 18   When prompted to restart the computer, click Yes. If there is a Maintenance Release, its installation begins automatically.
                                                    Step 19   Follow all prompts to install the Maintenance Release, if there is one.
                                                    Step 20   When the Maintenance Release install completes, click Finish and follow the prompts to restart.
                                                    Step 21   Access Registry Editor (Start > Run > regedit).
                                                    Step 22   Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\Ctios\CTIOS_<instance name>\CTIOS1\Server\Agent.
                                                    Step 23   Set forceLogoutOnSessionClose to 1.

                                                    Configure Cisco Unified CVP

                                                    Configure and Validate Network Card for Unified CVP

                                                    For all Unified CVP servers, configure and validate the network cards.

                                                    Configure Network Card for Unified CVP

                                                    Procedure
                                                      Step 1   Choose Start and right-click Network.
                                                      Step 2   Select Properties. Then select Change Adapter Settings.
                                                      Step 3   Press Alt F from the Network Connections page to display the Advanced menu.
                                                      Step 4   From the Advanced menu choose Advanced Settings.

                                                      Validate Network Card

                                                      Procedure
                                                        Step 1   Choose Start and right-click Network.
                                                        Step 2   Select Properties. Then select Change Adapter Settings.
                                                        Step 3   Right-click Local Area Connection and select Properties.
                                                        Step 4   Uncheck Internet Protocol Version 6 (TCP/IPV6).
                                                        Step 5   Check Internet Protocol Version 4 and select Properties.
                                                        Step 6   Confirm the data for Visible IP addresses, Subnet mask, Default gateway and Preferred and alternate DNS servers for the template.
                                                        Step 7   Click OK.

                                                        Enable Unified CVP Operations Console

                                                        Complete the following procedure on the Unified CVP OAMP server to enable the Unified CVP Operations Console.
                                                        Procedure
                                                          Step 1   Go to Start > Run and type services.msc.
                                                          Step 2   Check that Cisco CVP OPSConsoleServer service is running. If it is not, right-click that service and click Start.
                                                          Step 3   Go to Start > All Programs > Cisco Unified Customer Voice Portal > Operation Console to open the Unified CVP OPSConsole page. If you are using Microsoft Internet Explorer, you will need to accept the self-signed certificate.

                                                          Configure Unified CVP Call Server

                                                          Complete the following procedure to configure the Call Server component for the Unified CVP Servers.

                                                          Procedure
                                                            Step 1   On the Unified CVP OAMP server, go to Start > All Programs > Cisco Unified Customer Voice Portal.
                                                            Step 2   Click Operations Console and log in.
                                                            Step 3   Navigate to Device Management > Unified CVP Call Server.
                                                            Step 4   Click Add New.
                                                            Step 5   On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM, IVR, and SIP. Click Next.
                                                            Step 6   Click the SIP tab:
                                                            1. In the Enable outbound proxy field, select No.
                                                            2. In the Use DNS SRV type query field, select Yes.
                                                            3. Check Resolve SRV records locally.
                                                            Step 7   (Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as follows:
                                                            1. Enter the IP address or the hostname of the syslog server.
                                                            2. Enter 514 for the port number of the syslog server.
                                                            3. Enter the name of the backup server to which the reporting server writes log messages.
                                                            4. In the Backup server port number field, enter the port number of the backup syslog server.
                                                            Step 8   Click Save & Deploy.
                                                            Step 9   Repeat this procedure for the next three Unified CVP Servers.

                                                            Configure Unified CVP VXML Server

                                                            Complete the following procedure to configure the VXML Server component for the Cisco Unified CVP Servers.
                                                            Procedure
                                                              Step 1   In the Unified CVP Operations console, navigate to Device Management > Unified CVP VXML Server.
                                                              Step 2   Click Add New.
                                                              Step 3   On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server.
                                                              Step 4   Configure the primary and backup CVP Call Servers as follows:
                                                              1. For CVP-1A, the primary call server is CVP-1A and the backup call server is CVP-1B.
                                                              2. For CVP-2A, the primary call server is CVP-2A and the backup call server is CVP-2B.
                                                              3. For CVP-1B, the primary call server is CVP-1B and the backup call server is CVP-1A.
                                                              4. For CVP-2B, the primary call server is CVP-2B and the backup call server is CVP-2A.
                                                              Step 5   Click Save & Deploy.
                                                              Step 6   Repeat this procedure for all CVP Servers.

                                                              Configure Gateways

                                                              Procedure
                                                                Step 1   In the Unified CVP Operations Console, navigate to Device Management > Gateway.
                                                                Step 2   Click Add New.
                                                                Step 3   On the General tab, configure as follows:
                                                                1. Enter the IP address.
                                                                2. Enter the hostname.
                                                                3. Choose the Device Type.
                                                                4. In the Username and Passwords pane, enter the username, password, and enable password.
                                                                Step 4   Click Save.
                                                                Step 5   Repeat for every gateway.

                                                                Configure Unified CVP Media Server

                                                                Procedure
                                                                  Step 1   In the Unified CVP Operations Console, navigate to the Device Management > Media Server.
                                                                  Step 2   Click Add New.
                                                                  Step 3   On the General tab, enter the IP address and the hostname of the Unified CVP server.
                                                                  Step 4   Click Save.
                                                                  Step 5   Repeat Steps 1 through 4 for all CVP Servers.
                                                                  Step 6   Change Default Media Server from None to any one of the Unified CVP servers. Then click Set.
                                                                  Step 7   Click Deploy.

                                                                  IVR Service Failover Mechanism

                                                                  The IVR Service failover mechanism applies to:

                                                                  • Connections between the IVR Service and the IOS Voice Browser, only.
                                                                  • All communication between the IOS Voice Browser and an ASR Server, TTS Server, or Media Server.
                                                                  • Media Server, when the ICM Script ECC variable, user.microapp.media_server, is set to mediaserver. When user.microapp.media_server is set to mediaserver, the IVR Service uses the IP Address defined on the gateway as:
                                                                    • ip host mediaserver 10.86.129.50
                                                                    • ip host mediaserver-backup 10.86.129.51

                                                                    Note


                                                                    If user.microapp.media_server is configured as the hard-coded IP Address of the media server, then the IVR Service will not perform any failover for the media server.

                                                                  If the IVR Service receives a Call Result error code value of 9 (MEDIA_FILE_NOT_FOUND), 33 (GENERAL_ASR_TTS), 31 (MEDIA_RESOURCE_ASR) or 32 (MEDIA_RESOURCE_TTS), it does the following:

                                                                  • When attempting to connect to a Media Server , the IVR Service:
                                                                    • Resends the request the number of times defined in the IVR Service Configuration's Media Server Retry Attempts field.
                                                                    • If the connection is not successful after the specified number of attempts, and the IVR Service Configuration's Use Backup Media Servers field is set to Yes (the default), the IVR Service makes the same number of attempts to retrieve the media from a backup media server before failing and generating an error.

                                                                      Note


                                                                      The backup media server is defined on the gateway as <mediaserver>-backup.
                                                                    • Passes the error in a Call State Event to the ICM Service, which then passes it to Unified ICME.
                                                                  • When attempting to connect to an ASR/TTS Server, the IVR Service:
                                                                    • Resends the request the number of times defined in the IVR Service Configuration's ASR/TTS Server Retry Attempts field.
                                                                    • If the connection is not successful after the specified number of attempts, and the IVR Service Configuration's Use Backup ASR/TTS Servers field is set to Yes (the default), the IVR Service makes the same number of attempts to connect to a backup ASR/TTS server before failing and generating an error.

                                                                      Note


                                                                      The backup ASR and TTS servers are defined on the gateway as asr-<locale>-backup and tts-<locale>-backup.
                                                                    • Passes the error in a Call State Event to the ICM Service, which then passes it to Unified ICME.

                                                                  Each new call attempts to connect to the primary server. If failover occurs, the backup server is used for the duration of the call; the next new call will attempt to connect to the primary server.

                                                                  Transfer Scripts and Media Files

                                                                  Create the notification destination and deploy to all of the Unified CVP devices.
                                                                  Procedure
                                                                    Step 1   In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Scripts & Media.
                                                                    Step 2   In the Select device type field, select the Gateway.
                                                                    Step 3   Move all Gateways to Selected.
                                                                    Step 4   Click Default Gateway files.
                                                                    Step 5   Click Transfer and select OK at the popup window.
                                                                    Step 6   Click File Transfer Status to monitor transfer progress.

                                                                    Transfer License Files

                                                                    Procedure
                                                                      Step 1   In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Licenses.
                                                                      Step 2   Click Browse to choose your license file to upload.
                                                                      Step 3   Click Transfer. Then click OK at the message asking if you are sure.
                                                                      Step 4   Click File Transfer Status.
                                                                      Step 5   Confirm that each of the File Transfers shows "Success" in the Status column.
                                                                      Step 6   Navigate to System > Control Center.
                                                                      Step 7   Shut down gracefully and then start each of the Call Servers in the list.

                                                                      This allows the new licensing to take effect.


                                                                      Configure SNMP


                                                                      Note


                                                                      This is optional. For more information, see Simple Network Management Protocol


                                                                      Procedure
                                                                        Step 1   In the Unified CVP Operations Console, navigate to SNMP > V1/V2c > Community String .
                                                                        Step 2   Click Add New.
                                                                        1. Name the community string.
                                                                        2. Select the Devices tab and assign the SNMP community string to a device.
                                                                        3. Click Save and Deploy.
                                                                        Step 3   Create the notification destination and deploy to all of the Unified CVP devices.
                                                                        1. Navigate to SNMP > V1/V2c > Notification Destination.
                                                                        2. Complete the fields.
                                                                        3. Select the Devices tab and assign the SNMP notification destination to a device.
                                                                        4. Click Save and Deploy.

                                                                        Configure SIP Server Group

                                                                        SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.

                                                                        Procedure
                                                                          Step 1   In the Unified CVP Operations Console, navigate to System > SIP Server Group .
                                                                          Step 2   Create a server group for the Cisco Unified Communications Manager devices:
                                                                          1. On the General tab, click Add New.
                                                                          2. Fill in the SRV Domain Name FQDN field with a value that will also be used in the Cluster FQDN setting in Enterprise Parameters in Communications Manager. For example, cucm.cisco.com.
                                                                          3. In the IP Address/Hostname field, enter an IP address or hostname for the Unified Communications Manager node.
                                                                          4. Click Add.
                                                                          Step 3   Create a server group for the gateway devices:
                                                                          1. On the General tab, click Add New.
                                                                          2. In the SRV Domain Name FQDN field, enter the SRV Domain Name FQDN. For example vxmlgw.cisco.com.
                                                                          3. In the IP Address/Hostname field, enter an IP address or hostname for each gateway.
                                                                          4. Click Add.
                                                                          5. Repeat Steps c and d for each gateway. Click Save.

                                                                            Add all VXML gateways as appropriate for deployment and branches. Adding all VXML gateways to the server group will load balance calls across all the member server group gateways.

                                                                          Step 4   Associate these server groups to all Unified CVP Call Servers:
                                                                          1. On the Call Server Deployment tab, move all Unified CVP Call Servers from the Available list to the Selected list.
                                                                          2. Click Save and Deploy.

                                                                          Configure Dialed Number Patterns

                                                                          Dialed number patterns are required for:
                                                                          • Agent Device
                                                                          • Network VRU
                                                                          • Ringtone
                                                                          • Error
                                                                          Procedure
                                                                            Step 1   In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern.
                                                                            Step 2   For each dialed number pattern in the table below:
                                                                            1. Click Add New.
                                                                            2. In the Dialed Number Pattern field, enter the dialed number pattern.
                                                                            3. In the Description field, enter a description for the dialed number pattern.
                                                                            4. In the Dialed Number Pattern Types pane, check the specified dialed number pattern types.
                                                                            5. Click Save.
                                                                            Step 3   After you configure all dialed number patterns, click Deploy.
                                                                            Step 4   Click Deployment Status to make sure that you applied the configuration.

                                                                            Dialed number pattern

                                                                            Description

                                                                            Dialed number pattern types

                                                                            91*

                                                                            Ringtone

                                                                            Check Enable Local Static Route.

                                                                            Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com).

                                                                            Check Enable Send Calls to Originator.

                                                                            92*

                                                                            Error

                                                                            Check Enable Local Static Route.

                                                                            Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com).

                                                                            Check Enable Send Calls to Originator.

                                                                            The agent extension pattern. For example, enter 500* where the range of agent extensions is 5001 to 500999.

                                                                            Agent Device. Not applicable to SCC Deployment model.

                                                                            Check Enable Local Static Route.

                                                                            Route to SIP Server Group and IP Address/Hostname/Server Group Name are both the Unified Communications Manager gateway.

                                                                            Check Enable RNA Timeout for Outbound Calls. The timeout is 15 seconds.

                                                                            777*

                                                                            Network VRU Label

                                                                            Check Enable Local Static Route.

                                                                            Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example vxmlgw.cisco.com).

                                                                            Check Enable Send Calls to Originator.


                                                                            Configure Locations-Based Call Admission Control

                                                                            Locations-based call admission control (CAC) is used in the Unified CCE branch-office call flow model (also known as the Centralized Model). This means that all servers (Unified CVP, Unified ICME, Unified Communications Manager, SIP Proxy server, and media servers) are centralized in one or two data centers, and each branch office (of which there can hundreds or thousands) contains only a gateway and IP phones.

                                                                            This section provides an overview of how to configure Unified CVP to:

                                                                            • Accommodate Unified CM locations-based CAC
                                                                            • Minimize bandwidth usage on the WAN

                                                                            This section also describes other call flow and bandwidth usage issues to consider.

                                                                            The following sections do not include detailed installation and configuration instructions. Rather, they are intended to provide you with guidance as you set up the Unified CVP solutions in your network. For additional information about how to install, set up, run, and administer Unified CVP, refer to Installation and Upgrade Guide for Cisco Unified Customer Voice Portal

                                                                            Configure Unified CM Service Configuration Settings

                                                                            Set the following configuration parameters to make Unified CM use the Ingress gateway instead of Unified CVP as the originating location of the call.

                                                                            • Set "Accept Unknown TCP connection" in Unified CM Service parameters.
                                                                            • Set the Unified CM Service parameter "GK controlled trunk that will listen to 1720" to "None".
                                                                            • Do not define Unified CVP as a gateway device in Unified CM.
                                                                            • Define the Ingress gateways as gateway devices in Unified CM. Assign the correct location to the devices.

                                                                            These settings ensure that CAC can be properly adjusted based on the locations of the calling endpoint and the phone.

                                                                            Configure Cisco IOS Enterprise Voice Gateway

                                                                            Complete the following procedure to configure the Cisco IOS Voice Gateway.

                                                                            Note


                                                                            Complete all configuration steps in enable > configuration terminal mode.


                                                                            Procedure
                                                                              Step 1   Configure the network interfaces:
                                                                              interface GigabitEthernet0/0
                                                                              	ip route-cache same-interface
                                                                              	duplex auto
                                                                              	speed auto
                                                                              	no keepalive
                                                                              	no cdp enable
                                                                              Step 2   Configure global settings:
                                                                              voice service voip
                                                                              	no ip address trusted authenticate
                                                                               allow-connections sip to sip
                                                                              	signaling forward unconditional
                                                                              	sip
                                                                              		rel1xx disable
                                                                              		header-passing
                                                                              		options-ping 60
                                                                                midcall-signaling passthru
                                                                              Step 3   Configure voice codec preference:
                                                                              voice class codec 1
                                                                                 codec preference 1 g729r8 
                                                                                 codec preference 2 g711ulaw
                                                                              
                                                                              Step 4   Configure Unified CVP services and settings:
                                                                              # Default CVP Services
                                                                              application
                                                                              	service new-call flash:bootstrap.vxml
                                                                              	service survivability flash:survivability.tcl
                                                                              	service CVPSelfService flash:CVPSelfServiceBootstrap.vxml
                                                                              	service ringtone flash:ringtone.tcl
                                                                              	service cvperror flash:cvperror.tcl
                                                                              	service bootstrap flash:bootstrap.tcl
                                                                              	service handoff flash:handoff.tcl
                                                                              
                                                                              # Default CVP http, ivr, rtsp, mrcp and vxml settings
                                                                              http client cache memory pool 15000
                                                                              http client cache memory file 1000
                                                                              http client cache refresh 864000
                                                                              no http client connection persistent
                                                                              http client connection timeout 60
                                                                              http client connection idle timeout 10
                                                                              http client response timeout 30
                                                                              ivr prompt memory 15000
                                                                              ivr asr-server rtsp://asr-en-us/recognizer
                                                                              ivr tts-server rtsp://tts-en-us/synthesizer
                                                                              rtsp client timeout connect 10
                                                                              rtsp client timeout message 10
                                                                              mrcp client timeout connect 10
                                                                              mrcp client timeout message 10
                                                                              mrcp client rtpsetup enable
                                                                              vxml tree memory 500
                                                                              vxml audioerror
                                                                              vxml version 2.0
                                                                              Step 5   Configure gateway and sip-ua timers:
                                                                              gateway
                                                                              	media-inactivity-criteria all
                                                                              	timer receive-rtp 1200
                                                                              
                                                                              sip-ua
                                                                              	retry invite 2
                                                                              	retry bye 1
                                                                              	timers expires 60000
                                                                              	timers connect 1000
                                                                              	reason-header override
                                                                              Step 6   Configure the dial-peers:
                                                                              # Configure CVP survivability
                                                                               dial-peer voice 1 pots
                                                                               description CVP TDM dial-peer
                                                                               service survivability
                                                                               incoming called-number .T
                                                                               direct-inward-dial
                                                                              
                                                                              
                                                                              # Configure CVP Ringtone
                                                                               dial-peer voice 919191 voip
                                                                               description CVP SIP ringtone dial-peer
                                                                               service ringtone
                                                                               incoming called-number 9191T
                                                                               voice-class sip rel1xx disable
                                                                               dtmf-relay rtp-nte 
                                                                               codec g711ulaw
                                                                               no vad
                                                                              
                                                                              
                                                                              # Configure CVP Error
                                                                               dial-peer voice 929292 voip
                                                                               description CVP SIP error dial-peer
                                                                               service cvperror
                                                                               incoming called-number 9292T
                                                                               voice-class sip rel1xx disable
                                                                               dtmf-relay rtp-nte 
                                                                               codec g711ulaw
                                                                               no vad
                                                                              
                                                                              
                                                                              
                                                                              #Configure VXML leg where the incoming called-number matches the Network VRU Label
                                                                               dial-peer voice 9999 voip
                                                                               description Used for VRU leg
                                                                               service bootstrap
                                                                               incoming called-number 777T
                                                                               dtmf-relay rtp-nte 
                                                                               codec g711ulaw
                                                                               no vad
                                                                              
                                                                              
                                                                              
                                                                              #Configure the Switch leg where
                                                                              	# preference is used to distinguish between sides.
                                                                              	# max-conn is used prevent overloading of CVP
                                                                              	# options-keepalive is used to handle failover
                                                                              	# Note: the example below is for gateways located on the A-side of a geographically distributed deployment
                                                                              
                                                                              
                                                                              dial-peer voice 70021 voip
                                                                               description Used for Switch leg SIP Direct
                                                                               preference 1
                                                                               max-conn 225
                                                                               destination-pattern xxxx...... # Customer specific destination pattern
                                                                               session protocol sipv2
                                                                               session target ipv4:###.###.###.### # IP Address for CVP1, SideA
                                                                               session transport tcp
                                                                               voice-class codec 1
                                                                               voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                               dtmf-relay rtp-nte
                                                                               no vad
                                                                              
                                                                              
                                                                              dial-peer voice 70022 voip
                                                                               description Used for Switch leg SIP Direct
                                                                               preference 1
                                                                               max-conn 225
                                                                               destination-pattern xxxx...... # Customer specific destination pattern
                                                                               session protocol sipv2
                                                                               session target ipv4:###.###.###.### # IP Address for CVP2, SideA
                                                                               session transport tcp
                                                                               voice-class codec 1
                                                                               voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                               dtmf-relay rtp-nte 
                                                                               no vad
                                                                              
                                                                              
                                                                              dial-peer voice 70023 voip
                                                                               description Used for Switch leg SIP Direct
                                                                               preference 2
                                                                               max-conn 225
                                                                               destination-pattern xxxx...... # Customer specific destination pattern
                                                                               session protocol sipv2
                                                                               session target ipv4:###.###.###.### # IP Address for CVP1, SideB
                                                                               session transport tcp
                                                                               voice-class codec 1
                                                                               voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                               dtmf-relay rtp-nte
                                                                               no vad
                                                                              
                                                                              
                                                                              dial-peer voice 70024 voip
                                                                              description Used for Switch leg SIP Direct
                                                                              preference 2
                                                                              max-conn 225
                                                                              destination-pattern xxxx...... # Customer specific destination pattern
                                                                              session protocol sipv2
                                                                              session target ipv4:###.###.###.### # IP Address for CVP2, SideB
                                                                              session transport tcp
                                                                              voice-class codec 1
                                                                              voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                              dtmf-relay rtp-nte
                                                                              no vad
                                                                              
                                                                              
                                                                              Step 7   Configure the hardware resources (transcoder, conference bridge, and MTP):
                                                                              # Configure the voice-cards share the DSP resources located in Slot0
                                                                              voice-card 0
                                                                              dspfarm
                                                                              dsp services dspfarm
                                                                              voice-card 1
                                                                              dspfarm
                                                                              dsp services dspfarm
                                                                              voice-card 2
                                                                              dspfarm
                                                                              dsp services dspfarm
                                                                              voice-card 3
                                                                              dspfarm
                                                                              dsp services dspfarm
                                                                              voice-card 4
                                                                              dspfarm
                                                                              dsp services dspfarm
                                                                              
                                                                              # Point to the contact center call manager
                                                                              sccp local GigabitEthernet0/0
                                                                              sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 (CUCM1)
                                                                              sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 (CUCM2)
                                                                              
                                                                              # 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>
                                                                              
                                                                              # Configure DSPFarms for Conference, MTP and Transcoder
                                                                              dspfarm profile 1 conference
                                                                              codec g711ulaw
                                                                              codec g711alaw
                                                                              codec g729r8
                                                                              maximum sessions 24
                                                                              associate application SCCP
                                                                              
                                                                              dspfarm profile 2 mtp
                                                                              codec g711ulaw
                                                                              codec g711alaw
                                                                              codec g729r8
                                                                              maximum sessions software 500
                                                                              associate application SCCP
                                                                              
                                                                              dspfarm profile 3 transcode
                                                                              codec g711ulaw
                                                                              codec g711alaw
                                                                              codec g729r8
                                                                              maximum sessions 52
                                                                              associate application SCCP
                                                                              Step 8   (Optional) Configure the SIP Trunking:
                                                                              # Configure the resources to be monitored
                                                                              voice class resource-group 1
                                                                              resource cpu 1-min-avg threshold high 80 low 60
                                                                              resource ds0
                                                                              resource dsp
                                                                              resource mem total-mem
                                                                              periodic-report interval 30
                                                                              
                                                                              # Configure one rai target for each CVP Server
                                                                              sip-ua
                                                                              rai target ipv4:###.###.###.### resource-group1 (CVP1A)
                                                                              rai target ipv4:###.###.###.### resource-group1 (CVP2A)
                                                                              rai target ipv4:###.###.###.### resource-group1 (CVP1B)
                                                                              rai target ipv4:###.###.###.### resource-group1 (CVP2B)
                                                                              permit hostname dns:%Requires manual replacement - ServerGroup Name defined in CVP.System.SIP Server Groups%
                                                                              

                                                                              Configure Unified Communications Manager

                                                                              Configure Publisher for Unified Communications Manager

                                                                              This procedure is for golden templates only.

                                                                              You must customize the Unified Communications Manager publisher before you customize the subscribers.

                                                                              Before You Begin

                                                                              DNS Configuration is mandatory for Unified Communications Manager, Cisco Unified Intelligence Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. For more information, see Configure DNS Server

                                                                              Procedure
                                                                                Step 1   In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_901\PlatformConfigRepository\CUCM .
                                                                                Step 2   Copy the file named CUCM_PUB_SideA_platformConfig.xml .
                                                                                Step 3   Paste it to another location and rename it to platformConfig.xml.
                                                                                Step 4   Launch WinImage and select File > New > 1.44 MB and click OK.
                                                                                Step 5   Drag and drop platformConfig.xml into WinImage.
                                                                                Step 6   When prompted to inject the file, click Yes.
                                                                                Step 7   Select File > Save As.
                                                                                Step 8   From the Save as type list, choose Virtual floppy image. Provide the file name as platformConfig.flp and click Save.
                                                                                Step 9   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                Step 10   Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse Datastore, create a folder named CUCM_PUB.
                                                                                Step 11   Upload the platformConfig.flp file to the folder CUCM_PUB.
                                                                                Step 12   Edit the Virtual Machine Settings for the Unified Communication Manager VM.
                                                                                Step 13   On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the CUCM_PUB folder on the data store and click OK.
                                                                                Step 14   Ensure that Connect at Power On is checked for the network adapters and the floppy drive and click OK.
                                                                                Step 15   Power on the Publisher. This begins the installation based on the information in the .flp file.

                                                                                The installation begins automatically and runs with no interaction from you. After an hour or more, a message appears indicating a successful installation.

                                                                                Step 16   Click the Console tab for the VM. Log in to the publisher machine, using the credentials for the Administration User. The machine opens to the CLI interface.
                                                                                Step 17   Edit settings and uncheck Connect at Power on for the floppy drive.


                                                                                Note


                                                                                During the customization of the publisher/primary, the username and the password are modified as follows. The customer should change the password.
                                                                                • Default Password for OS Administrator: pcce@123
                                                                                • Application UserName: Administrator
                                                                                • Default Password for Application User: pcce@123
                                                                                • Sftp password: pcce@123
                                                                                • IPSec password: pcce@123

                                                                                After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM.

                                                                                Continue to: Configure Unified Communications Manager Subscriber

                                                                                Configure Unified Communications Manager Subscriber

                                                                                Attention:

                                                                                The Subscriber configuration procedures—to launch the publisher to add the subscriber and to configure the subscriber—are for Golden Templates only.

                                                                                Before You Begin

                                                                                DNS Configuration is mandatory for Unified Communications Manager. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server

                                                                                Launch Unified Communications Manager Publisher to Add the Subscriber

                                                                                To add the subscriber, you must launch the publisher node.

                                                                                Procedure
                                                                                  Step 1   Launch the Unified Communications Manager Publisher in a browser (http://<IP Addr of CUCM Publisher>/ccm/admin).
                                                                                  Step 2   Enter the username and password and login to the Unified Communications Manager.
                                                                                  Step 3   Select System > Server > Add New.
                                                                                  Step 4   On the Add a Server page, choose CUCM Voice/Video for the server type. Click Next.
                                                                                  Step 5   On the Server Information page, enter the IP address of the first subscriber.
                                                                                  Step 6   Click Save.
                                                                                  Step 7   Repeat Steps 3 - 6 for the second subscriber.

                                                                                  Configure Subscriber

                                                                                  Procedure
                                                                                    Step 1   Launch WinImage and select File > New > 1.44 MB and Click OK.
                                                                                    Step 2   In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_901\PlatformConfigRepository\CUCM.
                                                                                    Step 3   In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_921\PlatformConfigRepository\CUCM.
                                                                                    Step 4   Copy the file named CUCM_SUB_SideA_platformConfig.xml.
                                                                                    Step 5   Paste it to another location and rename it to platformConfig.xml.
                                                                                    Step 6   Drag and drop platformConfig.xml into WinImage.
                                                                                    1. Click Yes at the message asking if you want to inject the file.
                                                                                    2. Select File > Save as and save the file as a Virtual Floppy Image with the filename platformConfig.flp.
                                                                                    Tip   

                                                                                    If drag and drop does not work, select Image > Inject. Then browse to the file.

                                                                                    Step 7   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                    Step 8   Create the folder CUCM_SUB and upload platformConfig.flp to it.
                                                                                    Step 9   Edit the Virtual Machine settings for the Unified Communications Manager Subscriber VM.
                                                                                    Step 10   On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the CUCM_SUB folder on the data store.
                                                                                    Step 11   Ensure that Connect at Power On is checked for the network adapters and the floppy drive. Click OK and then power on the VM.

                                                                                    This begins the installation and customizes the installation based on the information in the .flp file.

                                                                                    Step 12   After you complete the installation uncheck Connect at Power on for the floppy drive.
                                                                                    Step 13   Repeat this procedure for the second subscriber on Side B.

                                                                                    Unified Communications Manager License

                                                                                    Upgrade License

                                                                                    Before You Begin

                                                                                    Generate the license using this procedure: Generate and Register 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. Delete any old 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.

                                                                                      Generate and Register License

                                                                                      Procedure
                                                                                        Step 1   Go to License Management > Licenses. Under Other Fulfillment options, click Generate License Request.
                                                                                        Step 2   When the License Request and Next Steps window opens, copy the text as directed (PAK ID) and save it to a text editor.
                                                                                        Step 3   Click the Cisco License Registration site and proceed with steps in the site. Keep the PAK handy; you will need it.
                                                                                        Step 4   Enter the PAK when prompted.

                                                                                        You will receive the license file in an email message.


                                                                                        Install License

                                                                                        Complete the following procedure to install a license.

                                                                                        Procedure
                                                                                          Step 1   Unzip the license file from the email message.
                                                                                          Step 2   Navigate to License Management > Licenses.
                                                                                          Step 3   Click Install License File and select the unzipped file and then click Install.
                                                                                          Step 4   Navigate to the Monitoring > License Usage page to verify a successful installation.

                                                                                          Validate Clusterwide Domain Configuration

                                                                                          This validation is required for running calls.
                                                                                          Procedure
                                                                                            Step 1   In the Cisco Unified CM Administration, navigate to System > Enterprise Parameters.
                                                                                            Step 2   Scroll down to Clusterwide Domain Configuration.

                                                                                            Cluster Fully Qualified Domain Name should match the Server Group name in the Unified CVP SIP Server Groups Configure SIP Server Group.


                                                                                            Install JTAPI on Unified CCE Servers

                                                                                            Now that you configured the Unified Communications Manager, you can Install JTAPI.

                                                                                            Provision Cisco Unified Communications Manager

                                                                                            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 Cisco Unified Communications Manager Groups

                                                                                              Complete the following procedure to add a Cisco Unified Communications Manager to the Unified Communications Manager Group. Make sure that you configured both the publisher and the subscribers.

                                                                                              Note


                                                                                              Before you configure a Cisco Unified Communications manager group, you must configure the Cisco Unified Communications Managers that you want to assign as members to that 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. Do not select the publisher; the publisher should not be used for call processing.
                                                                                                Step 5   Click Save.
                                                                                                Step 6   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

                                                                                                  Complete the following procedure to configure each application user.

                                                                                                  Note


                                                                                                  This step assumes you have added users and phones.


                                                                                                  Procedure
                                                                                                    Step 1   In Unified Cisco CM 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. Note that if you change this user ID or password in Unified CCE, you must also change the Unified Communication Manager application user configuration.
                                                                                                    Step 5   Click Add to Access Control Group. Then click Find and select Standard CTI Allow Call Monitoring and Standard CTI Enabled.
                                                                                                    Step 6   Click Add Selected.
                                                                                                    Step 7   Add the CTI route point to pguser. See Configure CTI Route Point.
                                                                                                    Step 8   Select the CTI Route Point from Available Devices and add it to the list of Contolled Devices.
                                                                                                    Step 9   Click Save.

                                                                                                    Configure SIP Options

                                                                                                    Use the default SIP profile.

                                                                                                    Configure Trunk

                                                                                                    There are four CVP call 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 CVP call server.

                                                                                                    Actual customer site topology may necessitate the use of alternate SIP trunk plans, which are supported as long as all four CVP call 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 CVP call servers in the deployment.

                                                                                                      Configure Route Pattern

                                                                                                      Complete the following procedure to configure a route pattern.
                                                                                                      Procedure
                                                                                                        Step 1   In Unified CM Administration, select Call Routing > Route Hunt > Route Group.
                                                                                                        Step 2   Configure and save a Route Group with the four CVP sip trunks.
                                                                                                        Step 3   Select Call Routing > Route Hunt > Route List.
                                                                                                        Step 4   Configure and save a Route List for the Route Group.
                                                                                                        Step 5   Add the Route Group to a Route List
                                                                                                        Step 6   Select Call Routing > Route Hunt > Route Pattern.
                                                                                                        Step 7   Click Add New.
                                                                                                        Step 8   Create one Route Pattern Definition for Route Pattern 888!. Keep all defaults in the Pattern Definition panel.
                                                                                                        Step 9   Click Save.

                                                                                                        To load-balance sending calls across all 4 CVP servers, add all 4 CVP servers to the route group/route list.


                                                                                                        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.

                                                                                                                  Add Phones

                                                                                                                  It is beyond the scope of this document to explain how to add phones and associate them with the Application User. You will, however, need two phones for the agents who will sign in to Finesse to test calls. This is necessary to complete the final step to make a call.

                                                                                                                  This topic indicates which Cisco Unified Communications Manager tools you access to add phones.

                                                                                                                  Procedure
                                                                                                                    Step 1   Sign in to the Cisco Unified Communications Manager Console (http://{hostname}/oamp).
                                                                                                                    Step 2   Select Device > Phone.
                                                                                                                    Step 3   Click Find and then Add New.
                                                                                                                    Step 4   Select the phone type you will use for the agent. Then click Next.
                                                                                                                    Step 5   Complete all required fields in the Device Information screen and Save.
                                                                                                                    Step 6   Repeat steps 2 - 4 for the second phone.
                                                                                                                    Step 7   Select User Management > Application User.
                                                                                                                    Step 8   Click Find. Then select pguser.
                                                                                                                    Step 9   Make sure the CTI Route Point (Configure CTI Route Point) and both phones are moved from Available Devices to Controlled Devices.

                                                                                                                    Configure Unified Intelligence Center

                                                                                                                    Configure Unified Intelligence Center Publisher

                                                                                                                    This procedure is for golden templates only.

                                                                                                                    You must customize the Cisco Unified Intelligence Center publisher before you customize the subscriber.

                                                                                                                    Before You Begin

                                                                                                                    DNS Configuration is mandatory for Unified Intelligence Center. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server.

                                                                                                                    Procedure
                                                                                                                      Step 1   In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_901\PlatformConfigRepository\CUIC.
                                                                                                                      Step 2   Copy the file named CUICPUB_SideA_platformConfig.xml.
                                                                                                                      Step 3   Paste it to another location and rename it to platformConfig.xml.
                                                                                                                      Step 4   Launch WinImage and select File > New > 1.44 MB and click OK.
                                                                                                                      Step 5   Drag and drop platformConfig.xml into WinImage.
                                                                                                                      Step 6   When prompted to inject the file, click Yes.
                                                                                                                      Step 7   Select File > Save as.
                                                                                                                      Step 8   From the Save as type list, select Virtual floppy image. Provide the filename as platformConfig.flp and click Save. Make sure you have selected the correct network adapter.
                                                                                                                      Step 9   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                                                      Step 10   Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse Datastore and create a folder named CUIC_PUB.
                                                                                                                      Step 11   Upload the platformConfig.flp file to the folder CUIC_PUB.
                                                                                                                      Step 12   Edit the Virtual Machine Settings for the Unified Intelligence Center Publisher VM .
                                                                                                                      Step 13   On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the CUIC_PUB folder on the data.store and click OK.
                                                                                                                      Step 14   Ensure that Connect at Power On is checked for the network adapters and the floppy drive and click OK.
                                                                                                                      Step 15   Power on the Publisher. This begins the installation based on the information in the .flp file.

                                                                                                                      The installation begins automatically and runs with no interaction from you. After an hour or more, you will see a message indicating a successful installation.

                                                                                                                      Step 16   Click the Console tab for the VM. Log in to the publisher, using the credentials for the Administration User. The machine opens to the CLI interface.
                                                                                                                      Step 17   Edit settings and uncheck Connect at Power on for the floppy drive.


                                                                                                                      Note


                                                                                                                      During the customization of the publisher/primary, the username and the password are modified as follows. The customer should change the password.
                                                                                                                      • Default Password for OS Administrator: pcce@123
                                                                                                                      • Application UserName: Administrator
                                                                                                                      • Default Password for Application User: pcce@123
                                                                                                                      • Sftp password: pcce@123
                                                                                                                      • IPSec password: pcce@123

                                                                                                                      What to Do Next

                                                                                                                      After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM.

                                                                                                                      Continue to: Configure Unified Intelligence Center Subscriber.

                                                                                                                      Configure Unified Intelligence Center Subscriber

                                                                                                                      Before You Begin

                                                                                                                      DNS Configuration is mandatory for Unified Intelligence Center. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. For more information, see Configure DNS Server.

                                                                                                                      Launch Publisher to Add Subscriber

                                                                                                                      Procedure
                                                                                                                        Step 1   Direct a browser to the URL http://<HOST ADDRESS>/oamp where HOST ADDRESS is the IP Address or Hostname of your Cisco Unified Intelligence Center publisher.
                                                                                                                        Step 2   Sign in using the system application user ID and password that you defined during installation.
                                                                                                                        Step 3   From the panel in the left, select Device Management > Device Configuration.
                                                                                                                        Step 4   Click Add Member.
                                                                                                                        Step 5   On the Device Configuration fields for the Subscriber, enter a name, the hostname or IP address, and a description for the device.
                                                                                                                        Step 6   Click Save.

                                                                                                                        Configure Subscriber

                                                                                                                        Complete the following procedure to configure a subscriber.

                                                                                                                        Procedure
                                                                                                                          Step 1   Launch WinImage and select File > New > 1.44 MB.
                                                                                                                          Step 2   In the client computer where the automation tool was run, navigate to C:\GoldenTemplateTool_901\PlatformConfigRepository\CUIC .
                                                                                                                          Step 3   Copy the file named CUIC_SUB_SideA_platformConfig.xml.
                                                                                                                          Step 4   Paste it to another location and rename it to platformConfig.xml.
                                                                                                                          Step 5   Drag and drop platformConfig.xml into WinImage:
                                                                                                                          1. Click Yes at the message asking if you want to inject the file.
                                                                                                                          2. Select File > Save as and save the file as a Virtual Floppy Image with the filename platformConfig.flp.
                                                                                                                          Tip   

                                                                                                                          If drag and drop does not work, select Image > Inject. Then browse to the file.

                                                                                                                          Step 6   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                                                          Step 7   Create the folder CUIC_SUB and upload platformConfig.flp to it.
                                                                                                                          Step 8   Edit the Virtual Machine settings for the CUIC Subscriber VM.
                                                                                                                          Step 9   On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the CUIC_SUB folder on the data store.
                                                                                                                          Step 10   Ensure that Connect at Power On is checked for the network adapters and the floppy drive. Click OK and then power on the VM.

                                                                                                                          This begins the installation and customizes the installation based on the information in the .flp file.

                                                                                                                          Step 11   If there is a value in the optional DNS_IP_NIC1 cell of the automation spreadsheet, configure the DNS server by adding the machine in forward and reverse lookup.

                                                                                                                          Note    During the customization of the subscriber node, the username and the password are modified as follows. The customer should change the password.

                                                                                                                          Make changes as follows:

                                                                                                                          • Default Password for OS Administrator: pcce@123
                                                                                                                          • Application UserName: Administrator
                                                                                                                          • Default Password for Application User: pcce@123
                                                                                                                          • Sftp password: pcce@123
                                                                                                                          • IPSec password: pcce@123
                                                                                                                          Step 12   After you complete the installation uncheck Connect at Power on for the floppy drive.

                                                                                                                          Configure Unified Intelligence Center Reporting

                                                                                                                          Complete the following procedures to configure Unified Intelligence Center Reporting.

                                                                                                                          Configure Unified Intelligence Center SQL User Account

                                                                                                                          Procedure
                                                                                                                            Step 1   Go to Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio.
                                                                                                                            Step 2   Log in.
                                                                                                                            Step 3   Navigate to Security >Logins, right-click Logins and select New Login.

                                                                                                                            This login is used when you configure the data sources for Cisco Unified Intelligence Center reporting.

                                                                                                                            Step 4   On the General Screen:
                                                                                                                            1. Enter the Login Name.
                                                                                                                            2. Select SQL Server authentication.
                                                                                                                            3. Enter and confirm the Password.
                                                                                                                            4. Uncheck Enforce password policy.
                                                                                                                            Step 5   Click User Mapping.
                                                                                                                            1. Check the databases associated with Side A and AWdb.
                                                                                                                            2. Choose each database and associate it with the db_datareader and public roles, and click OK.

                                                                                                                            Configure Unified Intelligence Center Data Sources

                                                                                                                            Procedure
                                                                                                                              Step 1   Sign in to Unified Intelligence Center with your Cisco Intelligence Center administrator account (https://<hostname>:8444/cuic).
                                                                                                                              Step 2   Click Data Sources in the left panel.
                                                                                                                              Step 3   Choose the Unified CCE Historical Data Source. Click Edit.
                                                                                                                              1. In the Database Host field, enter the IP Address of the Side A Unified CCE Data Server.

                                                                                                                                For an external AW-HDS-DDS, enter the IP Address of the server for the external HDS.

                                                                                                                              2. For Port, enter 1433.
                                                                                                                              3. In the Database Name field, enter {instance}_sideA.

                                                                                                                                For an external HDS, enter the database name of the external HDS.

                                                                                                                              4. Select the timezone.
                                                                                                                              5. In the Database User ID, enter the username for the SQL Server user account created when you configured the Cisco Intelligence Center SQL User Account.
                                                                                                                              6. Enter and confirm the SQL Server User password.
                                                                                                                              7. For Charset, enter ISO-8859-1.
                                                                                                                              8. Leave the Instance field blank.
                                                                                                                              9. Click Test Connection to confirm the Online status.
                                                                                                                              Step 4   Click the Secondary tab to configure Unified CCE Historical Data Source for side B.
                                                                                                                              1. Click Failover Enabled.
                                                                                                                              2. In the Database Host field, enter the IP address of the Side B Unified CCE Database Server.

                                                                                                                                For an external AW-HDS-DDS, enter the IP Address of the external AW-HDS-DDS server.

                                                                                                                              3. For Port, enter 1433.
                                                                                                                              4. For an external HDS, enter the database name of the external HDS.
                                                                                                                              5. Complete other fields as in the Primary tab.
                                                                                                                              6. Test Connection and Save.
                                                                                                                              Step 5   Choose the Unified CCE Realtime Data Source. Click Edit.
                                                                                                                              1. In the Database Host field, enter the IP address of the Side A Unified CCE Data Server.

                                                                                                                                For an external AW-HDS-DDS, enter the IP Address of the external server.

                                                                                                                              2. For Port, enter 1433.
                                                                                                                              3. In the Database Name field, enter {instance}_awdb.

                                                                                                                                For an external HDS, enter the name of the external, real-time database.

                                                                                                                              4. Select the timezone.
                                                                                                                              5. In the Database User ID field, enter the user name for that you configured for the Cisco Unified Intelligence Center SQL Server user account.
                                                                                                                              6. Enter and confirm the Cisco Unified Intelligence Center User password.
                                                                                                                              7. For Charset, enter the charset of the installed SQL.
                                                                                                                              8. Leave the Instance field blank.
                                                                                                                              9. Click Test Connection to confirm the Online status.
                                                                                                                              10. Click Save.
                                                                                                                              Step 6   Click the Secondary tab to configure Unified CCE Realtime Data Source for side B.
                                                                                                                              1. Click Failover Enabled.
                                                                                                                              2. In the Database Host field, enter the IP Address of the Side B Unified CCE Database Server.

                                                                                                                                For an external AW-HDS-DDS server, enter the IP Address of the server for the external HDS.

                                                                                                                              3. In the Database Name field, enter {instance}_awdb.

                                                                                                                                For an external HDS, enter the name of the external, real-time database.

                                                                                                                              4. Complete other fields as in the Primary tab.
                                                                                                                              5. Click Save.

                                                                                                                              What to Do Next

                                                                                                                              User Guide for the Cisco Unified Intelligence Center Reporting Application. Under Chapter Reports see section Stock Report Templates to import Unified CCE Report templates.

                                                                                                                              Import Reports

                                                                                                                              If you have an existing report, you can import that report and the related help files into Unified Intelligence Center. You must zip the report before importing it. The format for storing the report and help content is as shown below:

                                                                                                                              Figure 1. Directory Structure of the Report ZIP File

                                                                                                                              Each report help folder has a size limit of 3 MB. If the size exceeds this limit, the system does not load the help content. You can import the following: Report, Report Definition, Value Lists, Views, Report Editor values, Thresholds, Drilldowns, Permissions, and Template Help.


                                                                                                                              Note


                                                                                                                              However you cannot import the Report Filters and Collections.


                                                                                                                              To import a report, follow the steps below.

                                                                                                                              Procedure
                                                                                                                                Step 1   Click the Reports drawer in the left pane.
                                                                                                                                Step 2   Navigate to the folder where you want to import the report.
                                                                                                                                Note   

                                                                                                                                To create a sub-folder, navigate to the appropriate folder, right-click on the folder, and select Create Sub-category.

                                                                                                                                Step 3   Click Import Report.
                                                                                                                                Step 4   In the File Name (XML or ZIP file) field, click Browse.
                                                                                                                                Step 5   Browse to and select the XML or the compressed report file, and click Open.
                                                                                                                                Step 6   From the Data source for ReportDefinition drop-down list, select a data source used by the report definition.
                                                                                                                                Note   

                                                                                                                                This field appears only if the report definition for the report being imported is not currently defined in Unified Intelligence Center.

                                                                                                                                Step 7   From the Data Source for ValueList drop-down list, select the data source used by the value lists defined in the report definition.
                                                                                                                                Note   

                                                                                                                                You have to select a data source for the value list only if it does not use the same data source as the report definition. For report definitions of Real Time Streaming, it is mandatory to select a data source for the Value Lists.

                                                                                                                                Step 8   In the Save To field, browse to the folder where you want to place the imported report. Use the Arrow keys to expand the folders.
                                                                                                                                Step 9   Click Import.

                                                                                                                                Import Unified CVP Report Templates and Set Data Source

                                                                                                                                Perform this procedure only if you have a CVP Reporting Server.

                                                                                                                                Packaged CCE supports the Callback reports only. Do not import other reports.

                                                                                                                                Who can do this:
                                                                                                                                • Initially, the System Application User who has full permissions in Unified Intelligence Center Reporting.
                                                                                                                                • Eventually, any Report Designer who has full permissions.

                                                                                                                                Before reporting users can run the Unified CVP report templates in the Unified Intelligence Center reporting application, a Unified IC reporting user with permission to do so must import them into Unified IC and associate them with the Unified CVP Data Source.

                                                                                                                                Procedure
                                                                                                                                  Step 1   Launch the Unified Intelligence Center web application using the URL http://<HOST ADDRESS>/8444/cuic
                                                                                                                                  Step 2   Enter your User Name and Password.

                                                                                                                                  This opens the Overview page.

                                                                                                                                  Step 3   ClickReports.
                                                                                                                                  Step 4   Right-click the top Reports folder and select Create Sub-Category.
                                                                                                                                  Step 5   Name the new sub-category as a container for Unified CVP reports. Click OK.
                                                                                                                                  Step 6   Click Import Reports.
                                                                                                                                  Step 7   Browse to the location where you copied the Unified CVP Reporting templates files.
                                                                                                                                  Step 8   Select a report.

                                                                                                                                  This populates the File Name with the full path for the report.

                                                                                                                                  Step 9   Click Import.
                                                                                                                                  Step 10   From the Data source for Report Definition and Data source for value List drop down lists, Choose the Data source you created to access the Unified CVP Reporting database.
                                                                                                                                  Step 11   Save to the Unified CVP sub-category folder you created in Step 5.
                                                                                                                                  Step 12   Click Import.
                                                                                                                                  Step 13   Repeat for the callback templates.

                                                                                                                                  Create Data Source for Cisco Unified CVP Report Data

                                                                                                                                  Similar to creating an Open Database Connectivity (ODBC) connection, this task is necessary to access the Unified CVP reporting data.

                                                                                                                                  In Unified Intelligence Center, the user must perform this task with the System Configuration Administrator User Role.

                                                                                                                                  Perform the following procedure to create a data source.

                                                                                                                                  Procedure
                                                                                                                                    Step 1   Log in to the Unified Intelligence Center at http://{hostname of CUIC Publisher}:8444/cuic.
                                                                                                                                    Step 2   Select the Data Sources drawer to open the Data Sources page.
                                                                                                                                    Step 3   Click Create to open an Add Data Source window.
                                                                                                                                    Step 4   Complete fields on this page as follows:

                                                                                                                                    Field

                                                                                                                                    Value

                                                                                                                                    Name

                                                                                                                                    Enter the name of this data source.

                                                                                                                                    Report Designers and Report Definition Designers do not have access to the Data Sources page but can see the list of Data Sources when they create custom reports. To benefit those users, give a new Data Source a meaningful name.

                                                                                                                                    Description

                                                                                                                                    Enter a description for this data source.

                                                                                                                                    Type

                                                                                                                                    Choose Informix.

                                                                                                                                    Note   

                                                                                                                                    Type is disabled in Edit mode.

                                                                                                                                    Database Host

                                                                                                                                    Enter the IP address or Domain Name System (DNS) name for the server.

                                                                                                                                    Port

                                                                                                                                    Enter the port number. Typically, the port is 1526.

                                                                                                                                    You may have to open this port in the CVP Reporting Server firewall (Window Firewall > Inbound rules > new rule).

                                                                                                                                    Database name

                                                                                                                                    Enter the name of the reporting database on the Unified CVP reporting server.

                                                                                                                                    Use the database name callback for stock callback reports.

                                                                                                                                    Instance

                                                                                                                                    Specify the instance name of the desired database. By default, this is cvp.

                                                                                                                                    Timezone

                                                                                                                                    Choose the correct time zone for the data stored in the database. In locations that change from Standard Time to Daylight Savings Time, this time zone is updated automatically.

                                                                                                                                    Database User ID

                                                                                                                                    Enter the user ID of the Reporting User who is configured in the Operations Console to access the Unified CVP reporting database.

                                                                                                                                    Password and Confirm Password

                                                                                                                                    Enter and confirm the password for the database user.

                                                                                                                                    Charset

                                                                                                                                    Choose UTF-8.

                                                                                                                                    Note   

                                                                                                                                    If this field is not set correctly, the Unified Intelligence Center cannot connect.

                                                                                                                                    Default Permissions

                                                                                                                                    View or edit the permissions for this datasource for My Group and for the All Users group.

                                                                                                                                    Step 5   Click Test Connection.

                                                                                                                                    If the status is not Online, review the error message to determine the cause and edit the data source accordingly.

                                                                                                                                    Step 6   Click Save to close the Add Data Source window.

                                                                                                                                    The new data source appears on the Data Sources list.


                                                                                                                                    Obtain Cisco Unified Customer Voice Portal Report Templates

                                                                                                                                    For Packaged CCE, import the Callback reports only.

                                                                                                                                    To import Unified CVP report templates complete the following:

                                                                                                                                    Procedure
                                                                                                                                      Step 1   On the Unified CVP Reporting Server, click Start.
                                                                                                                                      Step 2   In the search box, type %CVP_HOME%\CVP_Reporting_Templates and press Enter.
                                                                                                                                      Step 3   Compress only the Callback reports into a zip folder and copy it to the system from which you will run Unified Intelligence Center Administraton.

                                                                                                                                      Configure Unified Intelligence Center Administration

                                                                                                                                      Procedure
                                                                                                                                        Step 1   Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
                                                                                                                                        Step 2   Configure the Active Directory tab under Cluster Configuration > Reporting Configuration.
                                                                                                                                        1. Enter the Host Address for the Primary Active Directory Server.
                                                                                                                                        2. Leave the default value for Port.
                                                                                                                                        3. Complete the Manager Distinguished Name fields.
                                                                                                                                        4. Enter and confirm the password with which the Manager accesses the domain controller.
                                                                                                                                        5. For User Search Base, specify the Distinguished Name of the domain you want to search.
                                                                                                                                        6. For Attribute for User ID, select sAMAccountName.
                                                                                                                                        7. Add at least one domain for the UserName Identifier. Do not type the @ sign before the domain name.
                                                                                                                                        8. Set a domain as the default.
                                                                                                                                        9. Click Test Connection.
                                                                                                                                        10. Click Save.
                                                                                                                                        Step 3   Configure syslog for all devices.
                                                                                                                                        1. Choose Device Management > Log and Trace Settings.
                                                                                                                                        2. For each host address:
                                                                                                                                          • Select the associated servers.
                                                                                                                                          • In the Edit Serviceability Settings screen Syslog Settings pane, configure the Primary and Backup Host. Click Save.
                                                                                                                                        Step 4   Configure SNMP for all devices.
                                                                                                                                        1. Select Network Management > SNMP.
                                                                                                                                        2. Navigate to SNMP and for each server add the following:
                                                                                                                                          • V1/V2c Community Strings.
                                                                                                                                          • Notification Destination.

                                                                                                                                        Unified Intelligence Center License and Sign-In

                                                                                                                                        Acquire License Online

                                                                                                                                        After you configure the publisher and before you configure the subscriber, you must contact Cisco to request a Unified Intelligence Center license.

                                                                                                                                        Procedure
                                                                                                                                          Step 1   To acquire the license file, go to the Cisco Product License Registration website at this URL: https:/​/​tools.cisco.com/​SWIFT/​Licensing/​PrivateRegistrationServlet.
                                                                                                                                          Step 2   If you do not have a Product Authorization Key (PAK), click the available licenses link.
                                                                                                                                          Step 3   Scroll to Unified communications and click Cisco Unified Intelligence Center.
                                                                                                                                          Step 4   Enter your MAC Address, accept the agreement, and enter your Registrant Information.

                                                                                                                                          The MAC Address appears online at the end of the installation. If you need to find the MAC Address again, follow these steps to obtain it:

                                                                                                                                          1. Sign in to the server node, using the credentials of the System Administration user.
                                                                                                                                          2. Enter this CLI command: show status.
                                                                                                                                          Step 5   Follow prompts to complete the registration.

                                                                                                                                          You will receive an email from Cisco that contains your license file as an attachment. The file format is *.lic.

                                                                                                                                          Step 6   Save the license file in a location where the System Application User can access it.
                                                                                                                                          Warning    Save a backup copy of this file. You can open a *.lic. file to look at it. Changing the file invalidates the license.
                                                                                                                                          Step 7   Apply the license.

                                                                                                                                          Sign In to Administration Console

                                                                                                                                          Who can sign in to the administration console: The System Application User who is the default Superuser.

                                                                                                                                          To upload the license, you must sign in to the Unified Intelligence Center Administration Console. This is the OAMP interface for Unified Intelligence Center. The first person who signs in to the Administration application must do so using the user ID and password that were defined for the System Application User during the installation. This user is the initial Superuser for Unified Intelligence Center Administration.

                                                                                                                                          Procedure
                                                                                                                                            Step 1   Enter this URL: http://<HOST ADDRESS>/oamp, where HOST ADDRESS is the IP address or hostname of your Controller node.
                                                                                                                                            Step 2   Enter the System Application User ID and password that you defined during installation.

                                                                                                                                            Upload License

                                                                                                                                            Procedure
                                                                                                                                              Step 1   Enter this URL: http://<HOST ADDRESS>/oamp, where HOST ADDRESS is the IP address or hostname of your Controller node.
                                                                                                                                              Step 2   Enter the System Application User ID and password that you defined during installation.
                                                                                                                                              Step 3   In the Cisco Unified Intelligent Center Administration, choose Cluster Configuration > License Management.
                                                                                                                                              Step 4   Click Browse.
                                                                                                                                              Step 5   Navigate to the location where the *.lic file was saved.
                                                                                                                                              Step 6   Click Apply License to load the license.

                                                                                                                                              Configure Cisco Finesse

                                                                                                                                              Follow this sequence of tasks to configure Cisco Finesse.

                                                                                                                                              Configure Cisco Finesse Primary

                                                                                                                                              DO THIS FOR golden templates only.


                                                                                                                                              Note


                                                                                                                                              You must configure the Finesse primary node before you customize the secondary node.


                                                                                                                                              Before You Begin

                                                                                                                                              DNS Configuration is mandatory for Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server

                                                                                                                                              Procedure
                                                                                                                                                Step 1   In the client computer where the automation tool was run, navigate to C:GoldenTemplateTool_901\PlatformConfigRepository\Finesse .
                                                                                                                                                Step 2   Copy the file named FINESSE_PRIMARY_platformConfig.xml.
                                                                                                                                                Step 3   Paste it to another location and rename it to platformConfig.xml.
                                                                                                                                                Step 4   Launch WinImage and select File > New > 1.44 MB and click OK.
                                                                                                                                                Step 5   Drag and drop platformConfig.xml into WinImage.
                                                                                                                                                Step 6   When prompted to inject the file, click Yes.
                                                                                                                                                Step 7   Select File > Save as.
                                                                                                                                                Step 8   Choose the Save as type list as Virtual floppy image. Provide the filename as platformConfig.flp and click Save.
                                                                                                                                                Step 9   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                                                                                Step 10   Navigate to the Configuration tab. In the storage section, right click on the Datastore and choose Browse Datastore and create a folder named FINESSE_PRIMARY.
                                                                                                                                                Step 11   Upload the platformConfig.flp file to the folder FINESSE_PRIMARY.
                                                                                                                                                Step 12   Edit the Virtual Machine Settings for the Finesse Primary VM .
                                                                                                                                                Step 13   On the Hardware tab, click the floppy drive, choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the FINESSE_PRIMARY folder on the data store and click OK.
                                                                                                                                                Step 14   Ensure that Connect at Power On is checked for the network adapters and the floppy drive.
                                                                                                                                                Step 15   Power on the Primary Machine. This begins the installation based on the information in the .flp file.

                                                                                                                                                The installation begins automatically and runs with no interaction from you. After an hour or more, you will see a message indicating a successful installation.

                                                                                                                                                Step 16   Click the Console tab for the VM. Log in to the primary machine, using the credentials for the Administration User. The machine opens to the CLI interface.
                                                                                                                                                Step 17   Edit settings and uncheck Connect at Power on for the floppy drive.

                                                                                                                                                During the customization of the primary, the username and the password are modified as follows. The customer should change the password.

                                                                                                                                                • Default Password for OS Administrator: pcce@123
                                                                                                                                                • Application UserName: Administrator
                                                                                                                                                • Default Password for Application User: pcce@123
                                                                                                                                                • Sftp password: pcce@123
                                                                                                                                                • IPSec password: pcce@123

                                                                                                                                                After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM.

                                                                                                                                                What to Do Next

                                                                                                                                                Continue to: Configure Settings for CTI Server and Administration and Data Server.

                                                                                                                                                Configure Settings for CTI Server and Administration and Data Server

                                                                                                                                                This procedure is required for the Finesse primary node for golden templates and for direct-install deployments.

                                                                                                                                                Configure CTI Server Settings in Cisco Finesse Primary Node

                                                                                                                                                Procedure
                                                                                                                                                  Step 1   Launch the URL http://<HOST ADDRESS>/cfadmin, where hostname or IP address is the hostname or IP address of your primary Finesse server.
                                                                                                                                                  Step 2   Go to Home > Contact Center Enterprise CTI Server Settings.
                                                                                                                                                  Step 3   Under Contact Center Enterprise CTI Server Settings, update the following:
                                                                                                                                                  1. A Side Host/IP Address of Call Server Side A
                                                                                                                                                  2. A Side Port (CTI Server Port on Side A)—42027
                                                                                                                                                  3. Peripheral ID (of CallManager PIM)—5000
                                                                                                                                                  4. B Side Host/IP Address of Call Server Side B
                                                                                                                                                  5. B Side Port (CTI Server Port on Side B)—43027
                                                                                                                                                  Step 4   Click Save.

                                                                                                                                                  Configure Unified Contact Center Enterprise Administration and Data Server

                                                                                                                                                  Procedure
                                                                                                                                                    Step 1   Go to Home > Contact Center Enterprise Administration & Data Server Settings. (This menu structure assumes the default configuration.)
                                                                                                                                                    Step 2   Under Contact Center Enterprise Administration & Data Server Settings, update the following:
                                                                                                                                                    1. Primary Host/IP Address (of Side A AW Server)
                                                                                                                                                    2. Database Port: 1433
                                                                                                                                                    3. Backup Host/Ip Address (of Side B AW Server)
                                                                                                                                                    4. Domain (required field): The name of the Unified CCE to which Finesse connects.
                                                                                                                                                    5. AW Database Name: <ucceinstance_awdb>
                                                                                                                                                    6. UserName: The domain username that is required to sign in to the database. Cannot be SQL user.
                                                                                                                                                    7. Password: The password required to sign in to the database.
                                                                                                                                                    Step 3   Click Save.

                                                                                                                                                    Restart Tomcat

                                                                                                                                                    After changing and saving any value on Contact Center Enterprise Administration Server Settings, you must restart the Cisco Tomcat Service on the primary Finesse server.
                                                                                                                                                    Procedure
                                                                                                                                                      Step 1   To stop the Cisco Tomcat service, enter this CLI command: utils service stop Cisco Tomcat .
                                                                                                                                                      Step 2   To start the Cisco Tomcat service, enter this CLI command: utils service start Cisco Tomcat .

                                                                                                                                                      What to Do Next

                                                                                                                                                      For golden templates, configure the secondary node.

                                                                                                                                                      For direct installation, check replication status.

                                                                                                                                                      Configure Cisco Finesse Secondary Node

                                                                                                                                                      Attention:

                                                                                                                                                      The Subscriber configuration procedures—to launch the primary node to add the secondary node and then to configure the secondary—are for Golden Templates only.

                                                                                                                                                      DNS Configuration is mandatory for Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS. See Configure DNS Server.

                                                                                                                                                      Launch the Finesse Administration Console to Configure the Secondary Finesse

                                                                                                                                                      To add the secondary node, you must launch the primary node and add the secondary node to the cluster.

                                                                                                                                                      Procedure
                                                                                                                                                        Step 1   Launch the Cisco Finesse primary node in a browser (http://Primary Node IP Address/cfadmin), where the Primary Node or IP address is that of your host.
                                                                                                                                                        Step 2   Go to Settings > Cluster Settings. (This is based on the default configuration and assumes you have not changed the page for the Cluster Settings tool.)
                                                                                                                                                        Step 3   Add the IP address for the Cisco Finesse secondary node.
                                                                                                                                                        Step 4   Click Save.

                                                                                                                                                        Install Cisco Finesse on Secondary Node

                                                                                                                                                        Procedure
                                                                                                                                                          Step 1   Launch WinImage and select File > New > 1.44 MB.
                                                                                                                                                          Step 2   In the client computer where the automation tool was run, navigate to C:\CCEPAC1_VMAutomation\PlatformConfigRepository\Finesse .
                                                                                                                                                          Step 3   Copy the file named FINESSE_SECONDARY_platformConfig.xml .
                                                                                                                                                          Step 4   Paste it to another location and rename it to platformConfig.xml.
                                                                                                                                                          Step 5   Drag and drop platformConfig.xml into WinImage:
                                                                                                                                                          1. When prompted to inject the file, click Yes.
                                                                                                                                                          2. Select File > Save as and save the file as a Virtual Floppy Image (.flp).
                                                                                                                                                          Tip   

                                                                                                                                                          If drag and drop does not work, select Image > Inject. Then browse to the file.

                                                                                                                                                          Step 6   Open vSphere infrastructure client and connect to the vCenter. Go to the customer ESXi host where the VMs are deployed.
                                                                                                                                                          Step 7   Create a folder FINESSE_SECONDARY in the data store and upload the platformConfig.flp file to that folder FINESSE_SECONDARY.
                                                                                                                                                          Step 8   Edit settings for the VM. On the Hardware tab, click the floppy drive and choose the radio button Use The Existing Floppy Image in Datastore and mount the platformConfig.flp from the FINESSE_SECONDARY folder on the data store.
                                                                                                                                                          Step 9   Ensure that Connect at Power On is checked for the network adapters and the floppy drive.
                                                                                                                                                          Step 10   Power on the VM. This begins the installation and customizes the installation based on the information in the .flp file.

                                                                                                                                                          During the customization of the secondary node, the username and the password are modified as follows. The customer may change the password:

                                                                                                                                                          • Default Password for OS Administrator: pcce@123
                                                                                                                                                          • Application UserName: Administrator
                                                                                                                                                          • Default Password for Application User: pcce@123
                                                                                                                                                          • Sftp password: pcce@123
                                                                                                                                                          • IPSec password: pcce@123
                                                                                                                                                          Step 11   After you complete the installation, uncheck Connect at Power on for the floppy drive.
                                                                                                                                                          Note    Finesse will not operate correctly unless you disable the Cisco Security Agent (CSA) after installing the primary node and after installing the secondary node.

                                                                                                                                                          Configure Unified CVP Reporting Server

                                                                                                                                                          The optional Unified CVP Reporting VM is required for customers who use Courtesy Callback and who want to run callback application reports. Unified CVP customers must sign in to Cisco Unified Intelligence Center as users.

                                                                                                                                                          Follow this sequence of tasks to configure Unified CVP Reporting:

                                                                                                                                                          Configure CVP Reporting Server in CVP OAMP

                                                                                                                                                          Procedure
                                                                                                                                                            Step 1   On the Unified CVP OAMP server, go to Start > Programs > Cisco Unified Customer Voice Portal > Operations Console.
                                                                                                                                                            Step 2   When the Operations Console page opens, login.
                                                                                                                                                            Step 3   Navigate to Device Management > Unified CVP Reporting Server.
                                                                                                                                                            Step 4   Click Add New.
                                                                                                                                                            Step 5   Enter the IP Address and hostname of the Reporting Server.
                                                                                                                                                            Step 6   Move all Unified CVP Call Servers from Available to Selected.
                                                                                                                                                            Step 7   Click Save and Deploy.

                                                                                                                                                            Unified CVP Reporting Users

                                                                                                                                                            Create Reporting Users

                                                                                                                                                            Who can create a user:
                                                                                                                                                            • Initially, the System Application User who is the default Superuser.
                                                                                                                                                            • Eventually, any Superuser.

                                                                                                                                                            Unified CVP reporting users can sign in to Unified Intelligence Center only if they exist in the Administration console as Superusers or if Active Directory (AD) is configured in the Unified Intelligence Center Administration console for their domain:

                                                                                                                                                            • Superusers who are added are considered to be IP Multimedia Subsystem (IMS) users.
                                                                                                                                                            • Users who are authenticated through Active Directory are considered to be Lightweight Directory Access Protocol (LDAP) users. For more information, see Set Up Active Directory Server for LDAP Users.

                                                                                                                                                            Both IMS users and LDAP users can log in to Unified Intelligence Center reporting and are restricted to the limited Login User role until the Unified Intelligence Center reporting security administrator gives them additional roles and flags them as active users.

                                                                                                                                                            Although you can create a user on the Unified Intelligence Center User List page, an entry on the User List is not sufficient for that user to sign in to the Unified Intelligence Center. One reason to create users on the User List page is to expedite the permissions for users before their Active Directory domain is configured.

                                                                                                                                                            Create Superusers

                                                                                                                                                            Sign in to Cisco Unified Intelligence Center Administration (http://server/oamp).

                                                                                                                                                            Procedure
                                                                                                                                                              Step 1   Log in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
                                                                                                                                                              Step 2   Navigate to Admin User Management > Admin User Management to open the Users page.
                                                                                                                                                              Step 3   Click Add New to add and configure a new user or click an existing username to edit the configuration for that user.

                                                                                                                                                              This page has three tabs: General, Credentials, and Policy. For information about completing these tabs, see Administration Console User Guide for Cisco Unified Intelligence Center or the Administration console online help.

                                                                                                                                                              Step 4   Click Save.

                                                                                                                                                              Set Up Active Directory Server for LDAP Users

                                                                                                                                                              Configure the Active Directory tab in the Administration console so that Unified CVP reporting users can log in to the Unified Intelligence Center reporting application with the user name and password that is defined in their domain.

                                                                                                                                                              Procedure
                                                                                                                                                                Step 1   In the Administration application, navigate to Cluster Configuration > Reporting Configuration and select the Active Directory tab.
                                                                                                                                                                Step 2   Complete all fields on this page, referring to the online help for guidance.
                                                                                                                                                                Step 3   Click Test Connection.
                                                                                                                                                                Step 4   When the connection is confirmed, click Save.

                                                                                                                                                                Sign In to Cisco Unified Intelligence Center Reporting Interface

                                                                                                                                                                Who can sign in to the Unified Intelligence Center reporting interface:

                                                                                                                                                                Perform the following procedure to sign in to the Unified Intelligence Center reporting interface.

                                                                                                                                                                Procedure
                                                                                                                                                                  Step 1   Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
                                                                                                                                                                  Step 2   Navigate to Control Center > Device Control.
                                                                                                                                                                  Step 3   Click on the name of the Member node you want to access. This opens the Cisco Unified Intelligence Center login page for that member.
                                                                                                                                                                  Step 4   Enter your user ID and password. The Overview page appears.

                                                                                                                                                                  What to Do Next

                                                                                                                                                                  If you have CVP Reporting as an on-box VM or an external server, refer to sections in the Configure Unified Intelligence Center section for information on creating the data source for Unified CVP and importing CVP report templates.