Cisco Unified Communications Store Workforce Connection Design and Implementation Guide
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Table Of Contents
Cisco Unified Communications Store Workforce Connection Design and Implementation Guide
Store Workforce Connection Solution Overview
Store Workforce Connection Solution Framework
Unified Communication Manager and VOIP Phones
Workforce Management Application
Integrated Network Services Layer
Store Workforce Connection Solution—Components and Services
Designing the Store Workforce Connection Solution
Component Design Considerations
Services Design Considerations
Implementing and Configuring the Solution
Infor Workforce Management Configuration
Cisco Unified Communications Manager
Cisco Unified Application Environment
Cisco Application eXtension Platform (AXP)
Appendix A— Lab Validation Device Configurations
Appendix B—Lab Validation Network Diagrams
Appendix C—Infor Installations
Installing WBCS on a Windows PC
Cisco Unified Communications Store Workforce Connection Design and Implementation Guide
July 21, 2008
Retail companies depend on Human Capitol Management (HCM) to efficiently run the daily operation of their stores' workforce. The Cisco Store Workforce Connection solution integrates the Infor HCM Workforce Management Application, Cisco Unified Communications Manager, and Cisco Unified IP phones. This combination offers retailers new functionality that dramatically increases efficiency, making significant difference to their bottom-line.
This document provides guidance on how to implement the Cisco Unified Communications Store Workforce Connection solution.
Store Workforce Connection Solution Overview
The Store Workforce Connection solution integrates the Cisco Unified Communication platform and the Infor Workforce Management (WFM) application used by retailers to monitor, manage, and control labor costs. This integration offers new workforce management functionality by integrating the existing application features with voice services and hardware.
Components Overview
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Infor Workforce Management (WFM)—Time and attendance and workforce scheduling application.
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Figure 1 provides an overview of the components in the solution and their functional relationship.
Figure 1 Store Workforce Connection Solution Architecture - Conceptual
Solution Description
The Store Workforce Connection solution provides employees the ability to use the store's IP phones as an interface to the company time and attendance application to perform the following tasks:
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Employees are no longer restricted by the number or location of conventional time clocks. Every phone extension becomes a data capture and an interaction points with an organization's workforce management system. By allowing employees to complete workforce management transactions through their IP phones and interact in real-time with supervisors at the employee's point-of-work, there is no lost time commuting to clocks. As a result, employers can capture more timely and granular job information to gain insight into critical labor data and dramatically enhance the link between corporate goals and workforce operations.
Target Audience
The target users of this document are engineers that have retail accounts interested in using an IP telephony environment or expanding the utility of their existing IP telephony investment. It is assumed that administrators of the Store Workforce Connection solution have experience with installation and acceptance of the products covered by this network design. In addition, it is assumed that the administrators understand the procedures required to upgrade and troubleshoot networks at a basic level.
Other users of this guide include the following:
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Customers for Store Workforce Connection solution include retailers who are considering migrating to IP telephony or with existing IP telephony, and customers that are already using the Workforce Management application or are considering migrating to a new time and attendance application.
Solution Benefits
The Store Workforce Connection solution facilitates technical benefits to the retailer:
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The Store Workforce Connection solution facilitates many business benefits to the retailer and employees. Benefits to the store employee include:
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Benefits to the retailer include:
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Store Workforce Connection Solution Framework
The Store Workforce Connection solution was developed and tested using the Cisco Service Oriented Network Architecture (SONA) framework. The SONA model depicts the relationships between applications such as the Infor WFM application and the network infrastructure. Figure 2 represents the solution framework.
Figure 2 Store Workforce Connection Solution Framework
The solution framework is divided into three functional layers:
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Application Layer
Figure 3 Application Layer
Business and collaboration applications connect users and business processes to the infrastructure. The application layer of the framework includes the business and collaboration applications from Infor and Cisco.
Unified Communication Manager and VOIP Phones
The Cisco Unified Communication Manager enables collaboration through XML-based applications such as the Infor Workforce Management. These applications are enhanced through the Cisco Unified 7970 series color IP phones, which have touch-screen enabled displays.
Workforce Management Application
The Infor Workforce Management application delivers time and attendance and task management functions to enterprise and mid-market retailers with hundreds to thousands of stores. The application is split into a clock server that runs in the store and the workforce application that runs in the central data center. Retailers can transform the Cisco Unified 7970 Series IP phone into an employee productivity device that provides a cost-effective way to perform daily store operations procedures (such as time card clocking and task management).
Figure 4 shows an example of how the Store Workforce Connection solution delivers voice service and application feature integration when a store worker clocks in at an unscheduled time and the supervisor is contacted for approval.
Figure 4 Supervisor Override Feature Example—Conceptual Workflow
Application services are the connection from the applications layer to the shared services of the integrated network services layer.
Integrated Network Services Layer
Within the SONA framework, the integrated network services layer (see Figure 5) is where filtering, caching, and protocol optimization interact with applications or application middleware services to optimize the performance from the network to the end user. Process control is simplified by using common infrastructure services such as collaboration, security, and identity. These are key advantages that aid in operational reporting and security policy enforcements.
Figure 5 Integrated Network Services Layer
Fewer services that are shared across more intelligent devices increase the operational efficiency of the whole system:
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Cisco Unified Application Environment
The Cisco Unified Application Environment is a development and runtime platform designed for creating, deploying, and executing converged voice and data applications. It is integrated with the Cisco Unified Communications Manager. The Unified Communications Store Workforce Connection solution demonstrates voice and application integration by allowing real-time overrides to be accomplished between employees and supervisors. As the employee clocks into an unscheduled shift on the IP phone, the application rejects the employee stating that his/her shift is unscheduled. Soft buttons on the phone allow the employee to forward the request to the supervisor. The supervisor receives a phone call from the application stating the employee is attempting to clock-in for an unscheduled shift, complete with the requisite details. The supervisor can then accept the override by pressing 1 on his phone keypad or any other number to reject. The override transaction is then automatically updated into the application, avoiding the need for manual update at a later time by the supervisor.
The integrated network services layer provides services that are distributed across the infrastructure layer.
Network Systems Layer
Figure 6 Network Systems Layer
The Network Systems Layers is where the infrastructure resides. The Intelligent Retail Network (IRN) references architectures were used as a contextual backdrop to test the interoperability of the features and functionality of integration between Infor's application and the Cisco Unified Communications products. Using the SONA framework, the Intelligent Retail Network reference architectures serve as the foundation of the Network Systems Layer. These network architectures exhibit best practices for retail networks and provide the robust foundation for higher-level services and applications. Each of these architectures contain additional products and features beyond what is necessary for the Store Workforce Connection solution (e.g., wireless products, kiosks and application acceleration), but are depicted because they are common in many enterprise networks.
For more information about IRN, see the following URL:
http://www.cisco.com/web/strategy/retail/irn.html.
Intelligent Retail Network
Small Store
The small store reference architecture (see Figure 7) is a powerful platform for running an enterprise retail business that requires simplicity and a compact form factor. This combination appeals to many different retail formats that can include the following:
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This network architecture is widely used and consolidates many services into fewer infrastructure components. The small store also supports a variety of retail business application models because an integrated Ethernet switch supports high-speed LAN services.
Figure 7 Small Store Network Design
Primary Design Requirements
Primary design requirements are as follows:
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Advantages
Advantages are as follows:
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Limitations
Limitations are as follows:
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Medium Store
The medium retail store reference architecture (see Figure 8) is designed for enterprise retailers who require network resilience and increased levels of application availability over the small store architecture and its simple, single-threaded approach. As more mission-critical applications and services converge onto the IP infrastructure, network uptime and application availability are more important. The dual-router and dual-LAN switch design of the medium store supports these requirements. Each of the ISR routers can run Cisco IOS security services and other store communication services simultaneously. Each of the ISR routers is connected to a dedicated WAN connection. Hot-Standby Routing Protocol (HSRP) is used to ensure network resilience in the event that the network connection fails.
The access layer of the network offers enhanced levels of flexibility and more access ports compared to the small store. The distributed Cisco Catalyst switches can support a combination of larger physical buildings or a larger number of endpoints than the small store.
Figure 8 Medium Store Network Design
Primary Design Requirements
Primary design requirements are as follows:
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Limitations
The limitation is of this architecture is that there is no distribution layer between core layer (the ISR) and the access layer switches.
Large Store
The large retail store reference architecture (see Figure 9) adapts the Cisco campus network architecture recommendations to a large retail store environment. Network traffic can be segmented (logically and physically) to meet business requirements. The distribution layer of the large store architecture improves LAN performance while offering enhanced physical media connections. A larger number of endpoints can be added to the network to meet business requirements. This type of architecture is widely used by large-format retailers globally. Dual routers and distribution layer media flexibility improves network serviceability because the network is highly available and scales to support the large retail store requirements. Routine maintenance and upgrades can be scheduled and performed more frequently, or during normal business hours, through this parallel path design.
Figure 9 Large Store Network Design
Primary Design Requirements
Primary design requirements are as follows:
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Advantages
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Limitations
The limitation of this architecture is the higher associated cost because of network resilience based on highly available design.
Store Workforce Connection Solution—Components and Services
Solution Components
The following components are used in the Store Workforce Connection solution.
Data Center
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Hardware/Software
Table 1 lists the products installed for the Store Workforce Connection solution, including the software versions tested during validation.
Services and Functionality
Table 2 lists the services that were enabled to optimize Workforce Management within the Cisco network environment.
Designing the Store Workforce Connection Solution
Deployment Scenario
Figure 10 depicts the Unified Communications Store Workforce Connection deployment scenario. The Cisco Unified IP phones communicate using XML to the local store clock server. The clock server communicates via HTTP to the centralized Cisco Unified Application Environment server and via Web Services to the central Infor HCM Workforce Management server. Using a local database, each clock server is able to operate independently and synchronize periodically with the central server.
Figure 10 Store Workforce Connection Deployment Scenario
Component Design Considerations
Data Center Location
Infor Workforce Management Application
The Workforce Management central application is dependent on three separate layers: web layer, application layer, and database layer.
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There is only one instance of the central application running at any given time. With this setup, the central application has proven to be scalable enough to service some of the largest retail organizations in North America. For more information about Infor and their HCM Workforce Management Application, visit http://www.infor.com/solutions/hcm/workforce/.
Cisco Unified Communications Manager
The Unified Communications Manager implementation was a default installation of version 5.1. This version was selected because it represents the most common retail deployment. It is assumed that an actual retailer would implement a clustered implementation of Cisco Unified Communication Manager. For additional guidance on the Cisco Unified Communications, see the following URL: http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_installation_guide09186a0080792e5e.html.
Cisco Unified Application Environment
The Cisco Unified Application Environment provides a common interface for applications to interact directly with unified communications resources and other applications. The Cisco Unified Media Engine can scale up to 400 concurrent connections per system, subject to the server's processing and memory capacity. It can be clustered using multiple systems for greater capacity and high availability. The media engine in this solution was used for the text-to-speech rendering of messages sent from the clock server to a supervisor via an active call for automated clock override requests. For more information about the Cisco Unified Media Engine, visit http://www.cisco.com/go/mediaengine/.
Store Location
Intelligent Retail Network
The small, medium, and large stores were built to the specifications of the Intelligent Retail Network reference architectures for the purpose of providing a test platform to validate the functionality of the Store Workforce Connection Solution upon. Each store consists of access routing, switching, and security services. For additional information on the Intelligent Retail Network, see the following URL: http://www.cisco.com/web/strategy/retail/irn.html.
Infor Clock Server Application
The Infor Clock Server (formerly known as WorkBrain Clock Server or WBCS) is a service that runs in either a Windows or Linux-based environment. Its function is to collect the information from a set of clocking devices, in this case IP phones. It is recommended that no more than 250 devices per-clock server be configured for performance reasons. The Infor Clock Server has been designed in such a way that configuration files can be swapped in and out of various platforms that are running the Clock Server without any change in functionality. Therefore, regardless of what platform is chosen, the same install process can be followed.
Cisco Application eXtension Platform (AXP)
The Cisco AXP module is a Linux server that is installed within an ISR router as an internal AIM module or modular network expansion module (NME). WBCS application Version 5.3 is packaged to operate on this module and provide services in the store even in the event of a WAN circuit failure.
Cisco Unified IP Phones 7970 and 7940
The solution used G.729a as the compression protocol for phone calls over the WAN and Skinny Call Control Protocol (SCCP) as the telephony control protocol. SCCP is required because the firmware image is smaller than the SIP firmware image. Older phones lack sufficient memory to support XML applications in the larger SIP image.
Services Design Considerations
Survivable Remote Site Telephony
Cisco Unified Survivable Remote Site Telephony (SRST) provides Cisco Unified Communications Manager with fallback support for Cisco Unified IP Phones that are attached to a Cisco router on the local network. Cisco Unified SRST enables routers to provide call-handling support for Cisco IP phones when they lose connection to remote primary, secondary, or tertiary Cisco Unified Communications Manager installations or when the WAN connection is down.
Cisco Unified Communications Manager supports Cisco Unified IP phones at remote sites attached to Cisco multiservice routers across the WAN. Prior to Cisco Unified SRST, when the WAN connection between a router and the Cisco Unified Communications Manager failed or when connectivity with Cisco Unified Communications Manager was lost for some reason, Cisco Unified IP phones on the network became unusable for the duration of the failure. Cisco Unified SRST overcomes this problem and ensures that Cisco Unified IP Phones offer continuous (although minimal) service by providing call-handling support for phones directly from the Cisco Unified SRST router. The system automatically detects a failure and uses Simple Network Auto Provisioning (SNAP) technology to autoconfigure the branch office router to provide call processing for Cisco Unified IP Phones that are registered with the router. When the WAN link or connection to the primary Cisco Unified Communications Manager is restored, call handling reverts back to the primary Cisco Unified Communications Manager.
When the Cisco Unified IP phones lose contact with primary, secondary, and tertiary Cisco Unified Communications Managers, they must establish a connection to a local Cisco Unified SRST router to sustain the call-processing capability necessary to place and receive calls. The Cisco Unified IP Phone retains the IP address of the local Cisco Unified SRST router as a default router in the network configuration area of the settings menu. Having an active standby connection established with a Cisco Unified SRST router, the fallback process takes 10 to 20 seconds after connection with the Cisco Unified Communications Manager is lost. For more information on Cisco Unified SRST, refer to the following URL:
Cisco Unified Communications Manager Express
The Cisco Unified Communications Manager Express (CME) is a call-processing application in the Cisco IOS software that enables Cisco routers to deliver key-system or hybrid PBX functionality for enterprise branch offices or small businesses. Cisco Unified CME is a feature-rich entry-level IP telephony solution that is integrated directly into Cisco IOS software. Cisco Unified CME allows small business customers and autonomous small enterprise branch offices to deploy voice, data, and IP telephony on a single platform for small offices, thereby streamlining operations and lowering network costs.
Cisco Unified CME is ideal for customers who have data connectivity requirements and also have a need for a telephony solution in the same office. Whether offered through a service provider's managed services offering or purchased directly by a corporation, the Cisco Unified CME offers most of the core telephony features required in the small office as well as many advanced features not available with traditional telephony solutions. The ability to deliver IP telephony and data routing by using a single converged solution allows customers to optimize their operations and maintenance costs, resulting in a significantly cost-effective solution that meets office needs.
A Cisco Unified CME system is extremely flexible because it is modular. A Cisco Unified CME system consists of a router that serves as a gateway and one or more VLANs that connect IP phones and phone devices to the router. The Cisco Unified CME system can support up to 240 IP phone devices depending on the router platform and licensing. For more information on Cisco Unified Communications Manager Express, visit http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/srnd/design/guide/cmesrnd.html
Quality of Service (QoS)
The Store Workforce Connection solution should be integrated into a retailer's enterprise quality of service scheme. The use of QoS protects the retailer's enterprise PoS, voice, and media traffic from being disturbed by other forms of consumptive traffic. The following configurations were used consistently across the small, medium, and large stores.
QoS in this solution is implemented as Class-Based Weighted Fair Queuing (CBWFQ) with priority express forwarding for the voice traffic (see Table 3). Policy maps are used to classify traffic inbound on LAN interfaces and to queue traffic outbound on WAN interfaces. Common performance issues today are often the result of misbehaving applications generating excessive traffic. By properly classifying and queuing network traffic, performance can be greatly improved. Through the use of QoS and multicast, retailers can remain extremely conservative on their WAN bandwidth provisioning.
The method of QoS used in the testing lab was based on the Cisco Enterprise Quality of Service reference design as shown in Table 3. For more information on QoS, refer to the following URL: www.cisco.com/univercd/cc/td/doc/solution/esm/qossrnd.pdf
Security
Security is an integral component of all retail networks requiring adherence to industry regulations such as the Sarbanes-Oxley Act of 2002 (SOX) and Payment Card Industry (PCI). Additional retail-focused security recommendations are provided in the PCI Solution for Retail Design and Implementation Guide at the following URL:
http://www.cisco.com/web/strategy/retail/pci.html
Segmentation for security purposes occurs in all locations. Within each store, retail traffic is segmented by type (such as point-of-sale, wireless, voice, and so on), and assigned an appropriate VLAN. The store ISR protects these segments with integrated Cisco IOS security features, such as packet filtering, stateful inspection firewall, NAT, IPS, and other services, applied as appropriate. Within the data center, segmentation and firewalling is implemented between data center services such as Workforce Management Directory, Cisco Unified Communications Manager, DNS, NTP, and so on. Management of network devices is secured using Access Control Server and Active Directory.
This guide identifies the ports and protocols used by IP telephony with Cisco Unified Communications Manager and the Infor Workforce Management application. These services can then be accommodated in specific implementations as needed.
Implementing and Configuring the Solution
This section provides detailed configurations, guidance, and reference information for the implementation of solution components:
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Configuration Task Lists
Infor Workforce Management Configuration
The Workforce Management application installation is typically performed by Infor's Professional Services Organization because of the complexity and tuning that enhances the performance. The following steps are provided for users interested in understanding what these services comprise.
Database
The type of database can be Oracle, SQL Server, or DB2. Each type of database is being used by many existing retailers who are currently in production. In solution testing, Oracle was used. The database installation files as well as the Workforce Management database files are required.
The following is a list of configuration steps. Note that this is not meant to be exhaustive nor does all the steps apply to all databases:
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SID_LIST_LISTENER =(SID_LIST =(SID_DESC =(SID_NAME = PLSExtProc)(ORACLE_HOME = C:\oracle\oracle10)(PROGRAM = extproc))(SID_DESC =(GLOBAL_DBNAME = WB50FP25)(ORACLE_HOME = C:\oracle\oracle10)(SID_NAME = WB50FP25))The database service name must be registered to access the database.
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Figure 11 Oracle Net Configuration Assistant
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Figure 12 Oracle Net Configuration Assistant—Net Service Name Configuration
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Figure 13 Oracle Net Configuration Assistant—Service Name
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Figure 14 Oracle Net Configuration Assistant—Select Protocols
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Figure 15 Oracle Net Configuration Assistant—Hostname
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Figure 16 Oracle Net Configuration Assistant—Test Verification
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Figure 17 Oracle Net Configuration Assistant—Login Error Message
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Figure 18 Oracle Net Configuration Assistant—Net Service Name
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Figure 19 Oracle Net Configuration Assistant—Another Net Service Name Option
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Figure 20 Oracle Net Configuration Assistant—Net Service Name Configuration Done
The following entry should exist in the tnsnames.ora file found in network/admin of the Oracle installation. WB50FP25 is the name of the database created.
(SID_DESC =(GLOBAL_DBNAME = WB50FP25)(ORACLE_HOME = C:\oracle\oracle10)(SID_NAME = WB50FP25))Step 16
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Application Server
Infor officially supports WebLogic and Websphere as its application servers. For solution testing, WebLogic was used on a Windows 2003 server. For this section, the file workbrain.ear, which contains all the Java classes and JSPs, is needed in addition to installation files for the programs required.
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set SCHED_CLASSPATH=C:\oracle\product\10.2.0\db_1\jdbc\lib\ojdbc14.jarStep 7
WBCS Admin Console
The Admin Console is the GUI for the Clock Server (see Figure 8). This tool allows the user to view what is stored in the Clock Server database, kick off processes, and modify settings. The Admin Console can access any Clock Server remotely as long as a network connection can be made. By default, Clock Servers are installed to allow the Admin Console access through TCP port 1500. There is only one step to setting up the Admin Console and that is to simply run the installer in Windows.
The dbupdate schedule/interval is frequent enough to pick up files or right-click on dbupdate and select restart to have it immediately do the update. This can be found under the Debug tab and Daemon Threads. Restarts will load the employees into the Clock Server once they are set up in the main application correctly. To verify this later, click on the Employees tab and then the Reload button.
Figure 21 WBCS Admin Console Debug Menu
Clock Server
The Infor Clock Server can reside on multiple platforms including Windows and Linux. To test various setups, testing included deploying the Infor Clock Server on both Windows 2003 and AXP platforms.
The steps for configuring the Infor Clock Server is as follows:
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lax.nl.java.option.additional=-Djava.library.path="/root/wbcs/lib;" -Xms128m -Xmx1024m
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class.reader.CISCO = com.workbrain.clocks.server.handlers.cisco.ReaderHandler#port for http readerreader.CISCO.port = 8080#configuration filereader.CISCO.config = cisco/cisco.conf#Heartbeat timereader.CISCO.interval = 20000#Heartbeat timethread.CISCO.interval = 20000#What PrePostSwipeProcessing class to use for the cisco clocksclass.swipe.process.CISCO = com.workbrain.clocks.server.validation.PrePostSwipeProcessingStep 6
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Figure 22 Connecting to WBCS using Admin Console
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Figure 23 Reload Setting Selection
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Figure 24 Update Setting
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class.validation.CISCO.001 = com.workbrain.clocks.server.validation.SupervisorValidationclass.validation.CISCO.002 = com.workbrain.clocks.server.validation.SupervisorEmployeeValidationclass.validation.CISCO.003 = com.workbrain.clocks.server.validation.BadgeValidationclass.validation.CISCO.005 = com.workbrain.clocks.server.validation.ScheduleValidationclass.validation.CISCO.006 = com.workbrain.clocks.server.validation.BreakLengthValidationclass.validation.CISCO.007 = com.workbrain.clocks.server.validation.ConsecutiveTypesValidationclass.validation.CISCO.008 = com.workbrain.clocks.server.validation.JobValidationclass.validation.CISCO.009 = com.workbrain.clocks.server.validation.DocketValidationclass.validation.CISCO.010 = com.workbrain.clocks.server.validation.TimeCodeValidationclass.validation.CISCO.011 = com.workbrain.clocks.server.validation.DepartmentValidationclass.validation.CISCO.012 = com.workbrain.clocks.server.validation.ProjectValidationclass.validation.CISCO.013 = com.workbrain.clocks.server.validation.StatusValidationclass.validation.CISCO.014 = com.workbrain.clocks.server.validation.JobAreaValidationclass.validation.CISCO.015 = com.workbrain.clocks.server.validation.DocketAreaValidationclass.validation.CISCO.016 = com.workbrain.clocks.server.validation.TimeCodeAreaValidationclass.validation.CISCO.017 = com.workbrain.clocks.server.validation.DepartmentAreaValidationclass.validation.CISCO.018 = com.workbrain.clocks.server.validation.ProjectAreaValidatione.
class.communication.inbound and class.communication.outboundWeb Services is recommended as it eliminates one layer of redundancy. During testing, this method was used initially to ensure that the IP phones could retrieve information. The XML file parameters in settings.conf must also have values to know where to store the files:
#Location for the archived xml filesfile.location.xml.archive = xml/archive#Location for bad xml files (could not be processed)file.location.xml.bad = xml/bad#Location for new inbound xml filesfile.location.xml.inbound = xml/inbound#Location for new outbound xml filesfile.location.xml.outbound = xml/outboundStep 13
class.communication.inbound = com.workbrain.clocks.server.wbsynch.webservice.WSXmlControllerclass.communication.outbound = com.workbrain.clocks.server.wbsynch.webservice.WSXmlControllerwbsynch.webservice.clientName = DEFAULTwbsynch.webservice.pageSize = 1000wbsynch.webservice.password = %7Fwbsynch.webservice.serverName = WBCS-SMALLwbsynch.webservice.tableDumpRetries = 3wbsynch.webservice.timeOut = 60000wbsynch.webservice.url = http://wbas.cisco-irn.com:8444/axis/serviceswbsynch.webservice.username = workbrainStep 14
Data Population
At this point in the setup, all the pieces are in place and connected, but no data has flowed to the Infor Clock Server. Consequently, the Infor Clock Server does not know which employees to accept, which labor metrics to show, or even the IP address of the phones to expect connections from.
The steps for data populations are as follows:
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Figure 25 Infor Login
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Figure 26 Reader Setup
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Processing Clock information in the Main Application
At this point, transactions is read, stored, and uploaded to the main application's database in a staging table. The transactions still need to be processed and displayed on an employee's timesheet. The steps for that is as follows:
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Cisco Unified Communications Manager
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Cisco Unified Communications Manager was installed using the current implementation guide available at the following URL: http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_installation_guide09186a0080792e5e.html.
The following steps outline the setup of Cisco Unified Communications Manager:
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Cisco Unified Application Environment
A standard complete installation of Cisco Unified Application Environment was performed on a Cisco MCS 7845 H2 server. Both the application server and media engine were installed on the same server hardware. The media engine requires direct access to the Intel chipset features; therefore, it should not be installed in a virtual environment or on non-Intel hardware.
For more information regarding the installation of Cisco Unified Application Environment, refer to the following guide: http://www.cisco.com/en/US/docs/voice_ip_comm/cuae/2_4/english/install/guide/uaein.html
The steps for installing the Cisco Unified Application Environment are as follows:
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After the server set up is complete:
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Figure 27 Adding CallManager as Telephony Server
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Figure 28 Adding Media Engine
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Figure 29 Configure Verify Parameters
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Figure 30 Adding CUAE Gateway Address
Cisco Application eXtension Platform (AXP)
At the time of publication of this document, only developer resources are externally available for AXP at http://www.cisco-isr.com/
The following steps were completed to set up the AXP modules and install the Infor Clock Server application:
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Configure Router with AXP module
In order to gain IP connectivity to the AXP service module, first configure IP parameters from within the context of the ISR. Provide the AXP a default gateway that it can use to ensure full connectivity of your application.
You must first enter the ISR's configuration mode so that you can make changes to the current running-config file.
Note
To enter into configuration mode, type the following:
RSMALL-1# configure terminal <enter>RSMALL-1 (config)#Note that the prompt has changed to indicate that you are now in config mode.
Since you wish to configure the ISE0/0 interface, you must enter into the specific configuration context for that interface by typing:
RSMALL-1(config)# interface Service-Engine 0/0 <enter>RSMALL-1(config-if)#Note that the prompt has changed once again to indicate that you are now in config-if mode (the `if' stands for interface).
In this step, we are simply configuring IP on the service module for basic IP connectivity, which means there are only a few commands that need to be consider here.
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RSMALL-1(config-if)# ip address 10.10.30.21 255.255.255.252 <enter>Step 2
RSMALL-1(config-if)# service-module ip address 10.10.30.22 255.255.255.252 <enter>Step 3
RSMALL-1(config-if)#service-module ip default-gateway 10.10.30.21 <enter>
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RSMALL-1(config-if)# no shutdown <enter>From the ISR's perspective, the AXP service module (ISE0/0) is connected via IP.
Step 5
Step 6
RSMALL-1(config-if)# end <enter>RSMALL-1#RSMALL-1#write memory <enter>Building configuration...[OK]RSMALL-1#RSMALL-1#copy running-config startup-config <enter>Destination filename [startup-config]? <enter>Building configuration...[OK]RSMALL-1#Figure 31 is a conceptual representation of the relationship between the AXP module and the ISR router.
Figure 31 IP Addressing Configured for ISE0/0 and eth0
Upgrade AXP Module
Step 1
Connect to the AXP service module by executing a session command from the ISR CLI prompt. This essentially creates a reverse telnet session between the ISR and the AXP service module. To do this, type:
RSMALL-1#service-module Service-Engine 0/0 session <enter>Trying 192.168.2.1, 2066 ... Open <enter>SmallStoreAXP>Note that the context is very similar to the ISR logon context in that you see the `>' character after the hostname. Recall that this implies that you are not currently in enable mode. To enter into enable mode, type:
SmallStoreAXP> enable <enter>Password: <enter>SmallStoreAXP#
Note
Step 2
SmallStoreAXP# show software versionFoundation version (0.0.6)Technical Support: http://www.cisco.com/techsupport Copyright (c) 1986-2007 by Cisco Systems, Inc.Step 3
RSMALL-1#service-module service-Engine 0/0 reloadDo you want to proceed with reload?[confirm]yStep 4
Initializing memory. Please wait. ... 256 MB SDRAM detectedBIOS Version: Cisco SE-AIM 01.02BIOS Build date: 08/14/03System Now Booting ...[BOOT-ASM]Updating flash with bootloader configuration1.2.3.4.5.6.7.8.9.10.11.12.done.Step 5
Please enter '***' to change boot configuration: ***ServicesEngine Bootloader Version : 2.1.14Step 6
ServicesEngine boot-loader> show configIP addr: 10.10.30.22Netmask: 255.255.255.252TFTP server : 10.10.16.92GW IP addr: 10.10.30.21Default boot: diskBootloader Version: 2.1.14Default Helper-file: appre-helper.aim.0.0.6Default BIOS: secondaryDefault bootloader: secondaryDefault cpu throttle: No ThrottleStep 7
ServicesEngine boot-loader> configIP Address [10.10.30.22] >Subnet mask [255.255.255.252] >TFTP server [10.10.16.92] >Gateway [10.10.30.21] >Default Helper-file [appre-helper.aim.0.0.6] >inap-rescue.aim.0.0.8Default Boot [none|disk] [disk] >Default BIOS [primary|secondary] [secondary] >Default bootloader [primary|secondary] [secondary] >Updating flash with bootloader configuration1.2.3.4.5.6.7.8.9.10.11.12.done.Step 8
ServicesEngine boot-loader> boot helperWelcome to Cisco Systems Service Engine Helper SoftwarePlease select from the following1 Install software2 Reload module3 Disk cleanup(Type '?' at any time for help)Choice: 1Step 9
Package name: inap.aim.0.0.8.pkgServer url: ftp://10.10.16.92Username: ftpuserPassword: ftppasswordStep 10
SmallStoreAXP> enPassword: {blank}SmallStoreAXP# show software versionAppRuntimeEnvironment version (0.0.8)Technical Support: http://www.cisco.com/techsupport Copyright (c) 1986-2007 by Cisco Systems, Inc.
Install Clock Server
Step 1
SmallStoreAXP# software install add url ftp://192.168.42.140/ wbcs.8.2.1.pkg username <username> password <password> <enter>The *.pkg file is the file that is actually pointed to from the install command above. The AXP installer uses the data packaged into this file to subsequently download the larger of the two files, namely the *.prt1 file. Once the installer downloads both files, it creates a vserver instance on the AXP service module automatically and unpacks the contents into the vserver's own / directory.
Observe the AXP service module automatically rebooting, which is normal.
Step 2
SmallStoreAXP# show app-service <enter>You should see the application listed and "online." It may take a minute or so before the application reads "online."
Step 3
SmallStoreAXP# app-service wbcs <enter>SmallStoreAXP(exec-wbcs)#One important command at this stage of the overall application deployment is the show state command. The output will be the same as that seen from the AXP service module context above, but for convenience, the state of the application can be viewed from this context as well. Type the following to observe the state of the application:
SmallStoreAXP(exec-wbcs)# show state <enter>Step 4
SmallStoreAXP(exec-wbcs)# show resource limits <enter>Note that this is essentially the same command line passed from the parent AXP service module CLI context. The only difference is that in this context, there is less visibility into the overall system resources. These resource assignments were specified when the package was originally created.
By default, a newly created application is NOT bound to a particular IP interface, which implies that the application will remain in isolation from a network perspective until it is configure to use a specific IP interface.
In order to configure the application to bind to a specific existing interface in the AXP environment, enter into the vserver context where of the application, and then type the following:
SmallStoreAXP(exec-wbcs)# end <enter>SmallStoreAXP# configure terminal <enter>SmallStoreAXP(config)# app-service wbcs <enter>SmallStoreAXP(config-wbcs)# bind eth0 <enter>WARNING!!! Reset the hosting environmentWARNING!!! for binding to take effect
Note
SmallStoreAXP(config-wbcs)# end <enter>SmallStoreAXP# app-service wbcs <enter>SmallStoreAXP(exec-wbcs)# reset <enter>
Note
Step 5
SmallStoreAXP(exec-tcptrace)# show state <enter>The bind command binds the application (note that this is performed from within the specific configuration context for the application) to an IP interface that IP traffic can be sent to/from the application.
Typically the network utility ping is used to test IP connectivity across a network from a specific device. Likewise, the ping utility can be used to test the application's connectivity from the vserver environment to the rest of the network.
Each vserver instance has its own Linux shell context and is completely isolated from other vserver instances to provide for virtual application isolation. To enter into the Linux Shell context for the application, make sure to switch to the vserver context for the application that was installed. Type the following from the AXP enable prompt:
SmallStoreAXP # app-service wbcs <enter>SmallStoreAXP (exec-wbcs)#Step 6
SmallStoreAXP(exec-wbcs)# connect console <enter>console-2.05b#Step 7
console-2.05b# ping 10.10.30.22 <enter>PING 10.10.30.22 (10.10.30.22) 56(84) bytes of data.64 bytes from 10.10.30.22: icmp_seq=1 ttl=64 time=0.063 ms64 bytes from 10.10.30.22: icmp_seq=2 ttl=64 time=0.037 ms64 bytes from 10.10.30.22: icmp_seq=3 ttl=64 time=0.061 ms[1]+ Stopped ping 10.10.30.22console-2.05b#Step 8
console-2.05b# ping 10.10.30.21 <enter>PING 10.10.30.21 (10.10.30.21) 56(84) bytes of data.64 bytes from 10.10.30.21: icmp_seq=1 ttl=255 time=2.31 ms64 bytes from 10.10.30.21: icmp_seq=2 ttl=255 time=0.822 ms64 bytes from 10.10.30.21: icmp_seq=3 ttl=255 time=0.799 ms[2]+ Stopped ping 10.10.30.21console-2.05b#Step 9
console-2.05b# ping 192.168.42.140 <enter>PING 192.168.42.140 (192.168.42.140) 56(84) bytes of data.64 bytes from 192.168.1.1: icmp_seq=1 ttl=254 time=3.59 ms64 bytes from 192.168.1.1: icmp_seq=2 ttl=254 time=1.68 ms[1]+ Stopped ping 192.168.42.140console-2.05b#Note that the prompt is a standard Linux shell prompt. From this point on, it appears as if logged into a Linux machine, complete with a unique directory.
Step 10
console-2.05b# exit <enter>SmallStoreAXP(exec-wbcs)# exit <enter>SmallStoreAXP# exit <enter>SmallStoreAXP> exit <enter>RSMALL-1#Note that you are now back at the ISR enable mode context.
Step 11
SmallStoreAXP(config)# ntp server ntp1.cisco-irn.com <enter>SmallStoreAXP(config)# ntp server ntp2.cisco-irn.com <enter>SmallStoreAXP(config)# exit <enter>SmallStoreAXP# write memory <enter>SmallStoreAXP#Step 12
SmallStoreAXP(config)# clock timezone <enter>Please identify a location so that time zone rules can be set correctly.Please select a continent or ocean....<list of continents or oceans>...#? 2 <enter>Please select a country....<list of countries>...#? 45 <enter>Please select one of the following time zone regions....<list of zone regions>...#? 16 <enter>The following information has been given:United StatesPacific TimeTherefore TZ='America/Los_Angeles' will be used.Is the above information OK?1) Yes2) No#? 1 <enter>Local time is now: Wed Nov 21 14:25:51 PST 2007.Universal Time is now: Wed Nov 21 22:25:51 UTC 2007.Save the change to startup configuration and reload the module for the new timezone to take effect.SmallStoreAXP(config)# end <enter>SmallStoreAXP# write memory <enter>SmallStoreAXP# reload <enter>...<system reload>...SmallStoreAXP#See Appendix A— Lab Validation Device Configurations for complete configuration.
Start Clock Server Service
Step 1
SmallStore# app-service wbcsSmallStore(exec-wbcs)# connect consoleconsole-2.05b# cd /root/wbcsconsole-2.05b# start_wbcs.sh &Running WBCS Start scriptCheck if WBCS is running.Clock Server is not running.Starting Clock Server.Step 2
console-2.05b# ps -auxUSER PID %CPU %MEM VSZ RSS TTY STAT START TIME COMMANDroot 1 0.0 0.2 1968 616 ? S Oct23 0:35 init [4]root 2642 0.0 0.3 2244 812 ? Ss Oct23 0:11 /usr/bin/syslogroot 2643 0.0 0.2 1952 536 ? Ss Oct23 0:00 /bin/logmgr /varoot 3726 0.3 0.5 2580 1288 pts/0 Ss 14:34 0:00 /bin/consoleroot 3806 22.9 20.4 1216724 52048 pts/0 S 14:34 0:22 /root/wbcs/jre/root 3854 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3855 2.9 20.4 1216724 52048 pts/0 S 14:34 0:02 /root/wbcs/jre/root 3856 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3857 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3858 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3859 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3860 5.4 20.4 1216724 52048 pts/0 S 14:34 0:05 /root/wbcs/jre/root 3861 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3862 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3868 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3885 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3888 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3889 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3890 0.0 20.4 1216724 52048 pts/0 S 14:34 0:00 /root/wbcs/jre/root 3912 0.0 20.4 1216724 52048 pts/0 S 14:35 0:00 /root/wbcs/jre/root 3957 0.8 20.4 1216724 52048 pts/0 S 14:35 0:00 /root/wbcs/jre/root 3958 5.0 20.4 1216724 52048 pts/0 S 14:35 0:03 /root/wbcs/jre/root 3959 0.3 20.4 1216724 52048 pts/0 S 14:35 0:00 /root/wbcs/jre/root 3960 5.0 20.4 1216724 52048 pts/0 S 14:35 0:03 /root/wbcs/jre/root 3961 0.1 20.4 1216724 52048 pts/0 S 14:35 0:00 /root/wbcs/jre/root 3962 0.0 20.4 1216724 52048 pts/0 S 14:35 0:00 /root/wbcs/jre/root 3964 0.0 20.4 1216724 52048 pts/0 R 14:35 0:00 /root/wbcs/jre/root 3965 0.3 20.4 1216724 52048 pts/0 S 14:35 0:00 /root/wbcs/jre/root 3966 1.1 20.4 1216724 52048 pts/0 S 14:35 0:00 /root/wbcs/jre/root 4194 0.0 0.3 3068 976 pts/0 R+ 14:36 0:00 ps -auxconsole-2.05b#Once the Clock Server is installed and started it can be managed via the WBCS Admin Console GUI. To copy the settings.conf and Cisco.conf files from an FTP server, the following commands can be used from the Linux console prompt of the wbcs context:
console-2.05b#curl ftp://msexchange.cisco-irn.com/cisco.conf -o /root/wbcs/cisco/cisco.confconsole-2.05b#curl ftp://msexchange.cisco-irn.com/settings.conf -o /root/wbcs/conf/settings.confExisting Resources
The following resources were previously deployed in the test environment:
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•
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Cisco Services Configuration
Survivable Remote Site Telephony Implementation
The Cisco ISR routers in the stores used a typical configuration for their implementation of SRST and take over the in-store call control in the event that the centralized Cisco Communications Manager is unreachable. For complete configurations, refer to Appendix A— Lab Validation Device Configurations.
For information on SRST, refer to the following URL: http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmesrst.html
Cisco Unified Communications Manager Express Implementation
The only configuration detail in the CME configurations specific to the testing performed for the Store Workforce Connection solution is that the services button for the phones is mapped to the in store Clock server by IP address:
url services http://10.10.78.22:8080/By using this technique access to the store timeclock application can be maintained through a greater scope of outage scenarios including DNS failure or a network WAN failure.
For more information on installation and configuration of CME, refer to the following URL:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmeover.html
Quality of Service Implementation
The use of QoS protects the retailer's enterprise POS, voice, and media traffic from being disturbed by other forms of consumptive traffic. The following configurations were used consistently across the small, medium, and large stores.
This implementation of QoS is based on the recommended QoS guideline from Cisco. For more information, refer to the following URL:
http://www.cisco.com/en/US/products/ps6558/prod_white_papers_list.html
!ip access-list extended BULK-DATA-APPSremark ---File Transfer---permit tcp any eq ftp anypermit tcp any eq ftp-data anypermit tcp any any eq ftppermit tcp any any eq ftp-dataremark ---E-mail traffic---permit tcp any any eq smtppermit tcp any any eq pop3permit tcp any any eq 143permit tcp any eq smtp anypermit tcp any eq pop3 anypermit tcp any eq 143 anyremark ---other EDM app protocols---permit tcp any any range 3460 3466permit tcp any range 3460 3466 anyremark ---messaging services---permit tcp any any eq 2980permit tcp any eq 2980 anyremark ---Microsoft file services---permit tcp any any range 137 139permit tcp any range 137 139 anyip access-list extended MISSION-CRITICAL-SERVERSremark ---POS Applications---permit ip 192.168.52.0 0.0.0.255 anypermit ip any 192.168.52.0 0.0.0.255ip access-list extended NET-MGMT-APPSremark - Router user Authentication - Identifies TACACS Control trafficpermit tcp any any eq tacacspermit tcp any eq tacacs anyip access-list extended TRANSACTIONAL-DATA-APPSremark ---Infor Application---remark --Small Store Clock Server to Central Clock Applicationpermit tcp host 10.10.30.22 host 192.168.46.72 eq 8444remark --Small store Clock Server to CUAEpermit tcp host 10.10.30.22 host 192.168.45.185 eq 8000remark ---Remote Desktop---permit tcp any any eq 3389permit tcp any eq 3389 any!!class-map match-any BRANCH-BULK-DATAmatch protocol tftpmatch protocol nfsmatch access-group name BULK-DATA-APPSclass-map match-any BULK-DATAmatch ip dscp af11 af12class-map match-all INTERACTIVE-VIDEOmatch ip dscp af41 af42class-map match-any BRANCH-TRANSACTIONAL-DATAmatch protocol citrixmatch protocol ldapmatch protocol telnetmatch protocol sqlnetmatch protocol http url "*SalesReport*"match access-group name TRANSACTIONAL-DATA-APPSclass-map match-all BRANCH-MISSION-CRITICALmatch access-group name MISSION-CRITICAL-SERVERSclass-map match-all VOICEmatch ip dscp efclass-map match-all MISSION-CRITICAL-DATAmatch ip dscp 25class-map match-any BRANCH-NET-MGMTmatch protocol snmpmatch protocol syslogmatch protocol dnsmatch protocol icmpmatch protocol sshmatch access-group name NET-MGMT-APPSclass-map match-all ROUTINGmatch ip dscp cs6class-map match-all SCAVENGERmatch ip dscp cs1class-map match-all NET-MGMTmatch ip dscp cs2class-map match-any BRANCH-SCAVENGERmatch protocol napstermatch protocol gnutellamatch protocol fasttrackmatch protocol kazaa2class-map match-any CALL-SIGNALINGmatch ip dscp cs3class-map match-all TRANSACTIONAL-DATAmatch ip dscp af21 af22!!policy-map BRANCH-LAN-EDGE-OUTclass class-defaultpolicy-map BRANCH-WAN-EDGEclass VOICEpriority percent 18class INTERACTIVE-VIDEOpriority percent 15class CALL-SIGNALINGbandwidth percent 5class ROUTINGbandwidth percent 3class NET-MGMTbandwidth percent 2class MISSION-CRITICAL-DATAbandwidth percent 15random-detectclass TRANSACTIONAL-DATAbandwidth percent 12random-detect dscp-basedclass BULK-DATAbandwidth percent 4random-detect dscp-basedclass SCAVENGERbandwidth percent 1class class-defaultbandwidth percent 25random-detectpolicy-map BRANCH-LAN-EDGE-INclass BRANCH-MISSION-CRITICALset ip dscp 25class BRANCH-TRANSACTIONAL-DATAset ip dscp af21class BRANCH-NET-MGMTset ip dscp cs2class BRANCH-BULK-DATAset ip dscp af11class BRANCH-SCAVENGERset ip dscp cs1!interface Service-Engine0/0ip address 10.10.30.21 255.255.255.252service-module ip address 10.10.30.22 255.255.255.252service-module ip default-gateway 10.10.30.21service-policy input BRANCH-LAN-EDGE-INinterface Serial0/0/0:0description RSMALL-1 CONNECTION TO RSP-1no ip addressencapsulation frame-relay IETFframe-relay traffic-shapingmax-reserved-bandwidth 100!interface Serial0/0/0:0.1 point-to-pointdescription RSMALL-1 CONNECTION TO RWAN-1ip address 10.10.30.9 255.255.255.252ip pim sparse-dense-modeip multicast boundary BlockMLocalframe-relay interface-dlci 101class fr_qos!interface Serial0/0/1:0description RSMALL-1 CONNECTION TO RSP-2no ip addressencapsulation frame-relay IETFframe-relay traffic-shapingmax-reserved-bandwidth 100!interface Serial0/0/1:0.1 point-to-pointdescription RSMALL-1 CONNECTION TO RWAN-2ip address 10.10.30.13 255.255.255.252ip pim sparse-dense-modeip multicast boundary BlockMLocalip ospf cost 1000frame-relay interface-dlci 201class fr_qos!interface Vlan11description POSip address 10.10.16.1 255.255.255.0ip helper-address 192.168.42.130ip pim sparse-dense-modeip route-cache flowservice-policy input BRANCH-LAN-EDGE-IN!map-class frame-relay fr_qosframe-relay fragment 160frame-relay traffic-rate 1536000 1536000frame-relay adaptive-shaping becnservice-policy output BRANCH-WAN-EDGESecurity
Security is an integral part of all retail enterprise networks. Table 4 lists the ports and protocols used by the Store Workforce Connection solution.
Testing
Scope of the Solution Testing
The testing that was performed by Cisco and Infor validates the interoperability of Infor's Workforce Management application in a Cisco IP telephony environment. The Infor Workforce Management Server provides a wide variety of services. Cisco did not test every service that is available on the Infor Workforce Management Application Server.
The Unified Communications Store Workforce Connection solution was deployed and tested within three retail network environments: small, medium, and large stores. These three store models were constructed using Cisco Intelligent Retail Network reference architectures. Each store model has varying degrees of redundancy and resiliency. The Unified Communications Store Workforce Connection solution was tested at the Cisco lab in San Jose, CA.
Wireless, WAN acceleration and content caching are major components of the Intelligent Retail Network reference architectures. However, none of these components included features required in this release of the Store Workforce Connection solution.
Testing Tools
Table 5 lists and describes the testing tools used.
Test Topology
The small, medium, and large Intelligent Retail Network (IRN) reference architectures provide a "real world" retail contextual backdrop for the testing of this solution. Each IRN store was centrally connected to a data center with traditional data center services such as domain name service (DNS) and Network Time Protocol (NTP), as well as Cisco Unified Communications Manager and the Infor Workforce Management Application. The logical topology of the lab validation are represented in Figure 32 and Figure 33.
For specific places in the network details, see Appendix B—Lab Validation Network Diagrams.
Figure 32 Test Lab Logical Topology
Figure 33 Stores Logical Topology
Test Plan
The testing of the Store Workforce Connection solution was divided into three categories: employees, supervisor, and quality control. Each of the following tests was performed to validate functionality of the solution. Table 6 lists the test cases and decryption.
Test Results
The previous test cases 1 through 26 were all successfully performed.
The following observations were noted when building the test environment and executing the prescribed tests:
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•
•
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Limitations and Caveats
This solution does not introduce any additional known caveats or limitations to existing product documentation.
Summary and Recommendations
The Store Workforce Connection solution successfully performed as an enterprise class distributed common interface for employees and supervisors to perform daily workforce management tasks and escalations. The user application interface in the IP phones was simple and intuitive. When using the phone interface, employees and supervisors could securely identify themselves with their employee ID number and a password.
The automated calls were performed using a high quality text-to-speech voice that was easy to understand when performing supervisor overrides via the automated request process.
The Infor HCM Workforce Management application used in the Store Workforce Connection solution demonstrates the additional value that can be achieved with an IP phone deployment in contrast to traditional PBX systems, legacy workforce management techniques and products.
Appendix A— Lab Validation Device Configurations
SRST
voice-card 0dspfarmdsp services dspfarm!applicationglobalservice alternate default!call fallback active!ccm-manager fallback-mgcpccm-manager mgcp!mgcpmgcp call-agent 192.168.45.181 service-type mgcp version 0.1mgcp dtmf-relay voip codec all mode ciscomgcp rtp unreachable timeout 1000 action notifymgcp package-capability rtp-packagemgcp package-capability sst-packagemgcp sdp simplemgcp bind control source-interface loopback 0mgcp bind media source-interface loopback 0!mgcp profile default!dial-peer cor customname nr!dial-peer cor list nrmember nr!dial-peer voice 1 voip!dial-peer voice 2 pots!dial-peer voice 18 potsservice mgcpappdirect-inward-dialport 0/3/0!call-manager-fallbackmax-conferences 2 gain -6transfer-system full-consultip source-address 10.10.50.2 port 2000 strict-matchmax-ephones 10max-dn 20cor incoming nr 1 8001 - 8999!CME
!voice service voiph323!interface Loopback0ip address 10.10.78.1 255.255.255.255h323-gateway voip interfaceh323-gateway voip bind srcaddr 10.10.78.1!tftp-server flash:P0030702T023.bintftp-server flash:P0030702T023.loadstftp-server flash:P0030702T023.sb2tftp-server flash:P0030702T023.sbntftp-server flash:P00405000700.bintftp-server flash:P00405000700.sbntftp-server flash:apps70.1-1-3-30.sbntftp-server flash:cnu70.3-1-3-30.sbntftp-server flash:cvm70sccp.8-0-3-32.sbntftp-server flash:dsp70.1-1-3-30.sbntftp-server flash:jar70sccp.8-0-3-32.sbntftp-server flash:SCCP70.8-0-4SR2S.loadstftp-server flash:term70.default.loadstftp-server flash:term71.default.loads!dial-peer voice 1 voipdestination-pattern 7........session target ipv4:192.168.45.181no vad!telephony-serviceload 7910 P00405000700load 7960-7940 P0030702T023load 7971 term71.defaultload 7970 term70.defaultmax-ephones 5max-dn 1ip source-address 10.10.78.1 port 2000auto assign 1 to 1url services http://10.10.78.22:8080/keepalive 45max-conferences 8 gain -6moh music-on-hold.auweb admin system name cisco password ciscodn-webedittime-webedittransfer-system full-consultcreate cnf-files version-stamp 7960 Nov 06 2007 17:50:31!ephone-dn 1number 1000!ephone 1no multicast-mohdevice-security-mode nonemac-address 0017.E035.5BCDtype 7971button 1:1!ephone 2device-security-mode nonemac-address 0001.6CD4.E20Ftype CIPCAXP
SmallStore# show running-configGenerating configuration:clock timezone America/Los_Angeleshostname SmallStoreip domain-name cisco-irn.comsystem language preferred "en_US"ip name-server 192.168.42.130ntp server ntp1.cisco-irn.com preferntp server ntp2.cisco-irn.comsoftware download server url "ftp://127.0.0.1/ftp" credentials hidden "6u/dKTN/hsEuSAEfw40XlF2eFHnZfyUTSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfG WTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmP"no service password-encryptioninterface eth0ip address 10.10.30.22 255.255.255.252exitip ssh serverapp-service wbcsbind interface eth0hostname wbcs-smallip domain-name cisco-irn.comip name-server 192.168.42.130exitendQoS
All STORES
ip access-list extended MISSION-CRITICAL-SERVERSremark ---POS Applications---permit ip any 192.168.52.0 0.0.0.255ip access-list extended TRANSACTIONAL-DATA-APPSremark ---Infor Application---permit ip host 192.168.46.92 anypermit ip any host 192.168.46.92remark --—Mcast server---permit ip any 239.192.0.0 0.0.0.255permit ip any host 239.255.255.250ip access-list extended BULK-DATA-APPSremark ---File Transfer---permit tcp any any eq ftppermit tcp any any eq ftp-dataremark ---E-mail traffic---permit tcp any any eq smtppermit tcp any any eq pop3permit tcp any any eq 143remark ---other EDM app protocols---permit tcp any any range 3460 3466permit tcp any range 3460 3466 anyremark ---messaging services---permit tcp any any eq 2980permit tcp any eq 2980 anyremark ---Microsoft file services---permit tcp any any range 137 139permit tcp any range 137 139 anyip access-list extended NET-MGMT-APPSremark - Router user Authentication - Identifies TACACS Control trafficpermit tcp any any eq tacacspermit tcp any eq tacacs anyclass-map match-all VOICEmatch ip dscp ef ! IP Phones mark Voice to EFclass-map match-all INTERACTIVE-VIDEOmatch ip dscp af41 af42 ! Recommended markings for IP/VCclass-map match-any CALL-SIGNALINGmatch ip dscp cs3 ! Call-Signaling markingclass-map match-all ROUTINGmatch ip dscp cs6 ! Routers mark Routing traffic to CS6class-map match-all NET-MGMTmatch ip dscp cs2 ! Recommended marking for Network Managementclass-map match-all MISSION-CRITICAL-DATAmatch ip dscp 25 ! Interim marking for Mission-Critical Dataclass-map match-all TRANSACTIONAL-DATAmatch ip dscp af21 af22 ! Recommended markings for Transactional Dataclass-map match-all BULK-DATAmatch ip dscp af11 af12 ! Recommended markings for Bulk Dataclass-map match-all SCAVENGERmatch ip dscp cs1 ! Recommended marking for Scavenger trafficclass-map match-all BRANCH-MISSION-CRITICALmatch access-group name MISSION-CRITICAL-SERVERSclass-map match-any BRANCH-BULK-DATAmatch protocol tftp ! Identifies TFTP traffic - Retailersmatch protocol nfs ! Identifies NFS traffic - Retailersmatch access-group name BULK-DATA-APPS ! ACL to referenceclass-map match-any BRANCH-TRANSACTIONAL-DATA! Must use "match-any"match protocol citrix ! Identifies Citrix trafficmatch protocol ldap ! Identifies LDAP trafficmatch protocol telnet ! Identifies Telnet trafficmatch protocol sqlnet ! Identifies Oracle SQL*NET trafficmatch protocol http url "*SalesReport*" ! Identifies "SalesReport" URLsmatch access-group name TRANSACTIONAL-DATA-APPS ! Other Appsclass-map match-any BRANCH-NET-MGMTmatch protocol snmp ! Identifies SNMP trafficmatch protocol syslog ! Identifies Syslog trafficmatch protocol dns ! Identifies DNS trafficmatch protocol icmp ! Identifies ICMP trafficmatch protocol ssh ! Identifies SSH trafficmatch access-group name NET-MGMT-APPS ! Other Network Management Appsclass-map match-any BRANCH-SCAVENGERmatch protocol napster ! Identifies Napster trafficmatch protocol gnutella ! Identifies Gnutella trafficmatch protocol fasttrack ! Identifies KaZaa (v1) trafficmatch protocol kazaa2 ! Identifies KaZaa (v2) traffic!policy-map BRANCH-LAN-EDGE-INclass BRANCH-MISSION-CRITICALset ip dscp 25class BRANCH-TRANSACTIONAL-DATAset ip dscp af21 ! Transactional Data apps are marked to DSCP AF21class BRANCH-NET-MGMTset ip dscp cs2 ! Network Management apps are marked to DSCP CS2class BRANCH-BULK-DATAset ip dscp af11 ! Bulk data apps are marked to AF11class BRANCH-SCAVENGERset ip dscp cs1 ! Scavenger apps are marked to DSCP CS1policy-map BRANCH-WAN-EDGEclass VOICEpriority percent 18 ! Voice gets 552 kbps of LLQclass INTERACTIVE-VIDEOpriority percent 15 ! 384 kbps IP/VC needs 460 kbps of LLQclass CALL-SIGNALINGbandwidth percent 5 ! Minimal BW guarantee for Call-Signalingclass ROUTINGbandwidth percent 3 ! Routing class gets 3% explicit BW guaranteeclass NET-MGMTbandwidth percent 2 ! Net-Mgmt class gets 2% explicit BW guaranteeclass MISSION-CRITICAL-DATAbandwidth percent 15 ! Mission-Critical class gets min 15% BW guaranteerandom-detect ! Enables WRED on Mission-Critical Data classclass TRANSACTIONAL-DATAbandwidth percent 12 ! Transactional-Data class gets min 12% BW guaranteerandom-detect dscp-based ! Enables DSCP-WRED on Transactional-Data classclass BULK-DATAbandwidth percent 4 ! Bulk Data class gets 4% BW guaranteerandom-detect dscp-based ! Enables DSCP-WRED on Bulk-Data classclass SCAVENGERbandwidth percent 1 ! Scavenger class is throttledclass class-defaultbandwidth percent 25 ! Default class gets min 25% BW guaranteerandom-detect ! Enables WRED on the default classpolicy-map BRANCH-LAN-EDGE-OUTclass class-default!map-class frame-relay fr_qosframe-relay fragment 160frame-relay traffic-rate 1536000 1536000frame-relay adaptive-shaping becnservice-policy output BRANCH-WAN-EDGE!interface FastEthernet x.xdescription DATA LAN interfaces NOT VOICEservice-policy input BRANCH-LAN-EDGE-IN ! Marks Data on ingressinterface serial 0/0.xdescription T1 to Datacentermax-reserved-bandwidth 100 ! overrides the default 75% BW limitservice-policy output BRANCH-WAN-EDGEAppendix B—Lab Validation Network Diagrams
Large Store
Figure 34 Large Store Topology
Medium Store
Figure 35 Medium Store Topology
Small Store
Figure 36 Small Store Topology
Data Center
Figure 37 Data Center Topology
Service Provider
Figure 38 Service Provider Topology
Appendix C—Infor Installations
Installing WBCS on a Windows PC
The following installation procedure outlines the steps necessary to install the Infor Clock Server application on a Windows PC. To start the installation, locate the file wbcs_setup_windows-5.0.3.0.1491-Fixpack-Aug-16.exe and double click on it to execute. The program will run and present an introduction screen. Continue with the following steps:
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Cisco Validated Design
The Cisco Validated Design Program consists of systems and solutions designed, tested, and documented to facilitate faster, more reliable, and more predictable customer deployments. For more information visit www.cisco.com/go/validateddesigns.
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