Cisco Unified Contact Center Express Installation Guide Release 9.0(1)
Unified Contact Center Express installation
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Unified Contact Center Express installation

This section describes how to install the operating system and Unified CCX application. You install the operating system and application by running one installation program. This document divides the procedure for using this installation program into the following major topics:

Installation wizard navigation

For instructions on how to navigate within the installation wizard, see table below.

Table 1 Installation wizard navigation

To Do This

Press This

Move to the next field

Tab

Move to the previous field

Alt-Tab

Choose an option

Space bar or Enter

Scroll up or down in a list

Up or Down arrow

Go to the previous window

Space bar or Enter to choose Back (when available)

Get help information on a window

Space bar or Enter to choose Help (when available)


Note

During installation it is possible for your monitor screen to go blank if you leave it unattended for a long time. In such a situation, it is recommended not to use the space bar because pressing the space bar chooses the default option available on the current window and moves to the next window. Instead, press Escape on your keyboard to display the current screen with the available options open for you to choose and proceed with the installation.

Start installation

If you are installing the second node to form a cluster, you must configure the host name or IP address of the new node on the first node. From the Cisco Unified CCX Administration web interface of the first node, choose System > Server and enter the IP address or host name of the second node. For more information, see the Cisco Unified Contact Center Express Administration Guide Release 9.0(1), available here:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

To start the installation, complete the following steps:

Procedure
    Step 1   If you have a USB key with configuration information that the Answer File Generator generated, insert it now.
    Note   

    If you have a new server with the software preinstalled, you do not need to install from a DVD, unless you want to reimage the server with a later product release. You can go directly to the Enter preexisting configuration information.

    Step 2   Insert the installation DVD into the tray and restart the server, so it boots from the DVD. After the server completes the boot sequence, the DVD Found window displays.
    Step 3   To perform the media check, choose Yes. To skip the media check, choose No.

    The media check checks the integrity of the DVD. If your DVD passed the media check previously, you might choose to skip the media check.

    Step 4   If you choose Yes to perform the media check, the Media Check Result window displays. Perform these tasks:
    1. If the Media Check Result displays Pass, click OK to continue the installation.
    2. If the media fails the Media Check, either download another copy from Cisco.com or obtain another DVD directly from Cisco.
    Step 5   The system installer performs the following hardware checks to ensure that your system is correctly configured. If the installer makes any changes to your hardware configuration settings, you will get prompted to restart your system. Leave the DVD in the drive during the reboot:
    1. First, the installation process checks for the correct drivers, and you may see the following warning:

      No hard drives have been found. You probably need to manually choose device drivers for install to succeed. Would you like to select drivers now?

      To continue the installation, choose Yes.

    2. The installation next checks to see whether you have a supported hardware platform. If your server does not meet the exact hardware requirements, the installation process fails with a critical error. If you think this is not correct, capture the error and report it Cisco support.
    3. The installation process next verifies RAID configuration and BIOS settings.
      Note    If this step repeats, choose Yes again.
    4. If the installation program must install a BIOS or RAID update, a notification appears telling you that the system must reboot. Press any key to continue with the installation.

      After the hardware check is complete, the Product Deployment Selection window displays.

      Figure 1. Product Deployment Selection window

    Step 6   In the Product Deployment Selection window, select Cisco Unified Contact Center Express and click OK to install the product suite. The Proceed with Install window appears.
    Figure 2. Proceed with Install window



    Step 7   If an earlier version of the software is currently installed on the server, the Proceed with Install window displays the software version currently existing on your hard drive and the version available on the DVD. Choose Yes to continue with the installation or No to cancel.
    Caution   

    If you choose Yes in the Proceed with Install window, all existing data on your hard drive gets overwritten and lost.

    The Platform Installation Wizard window displays.

    Figure 3. Platform Installation Wizard window



    Step 8   Choose one of the following options:
    1. To enter your configuration information manually and have the installation program install the configured software on the server, choose Proceed and continue with this procedure. The Apply Patch window appears (see Figure 4).
    2. Choose Proceed to manually configure the software that is preinstalled on your server. In this case, you do not need to install the software, but you must configure the preinstalled software. Continue with the Enter preexisting configuration information.
    3. Choose Skip to install the software before manually configuring it. In this case, the installation program installs the software, and then prompts you to configure it manually. Choosing Skip here will preinstall the application on your server first and then allow you to enter the configuration information at a later time. This method might cause you to spend more time performing the installation than the other methods. Continue with the Enter preexisting configuration information.
    4. Choose Skip to perform unattended installation. In this case, you provide pre-existing configuration information on a USB key, floppy disk generated using Answer File Generator tool. The installer will not ask any questions from here on unless there is any discrepancy in the configuration information supplied. After the installation completes, perform the postinstallation tasks as listed in Postinstallation tasks.
    Step 9   Choose the type of installation you want to perform, and continue with the following steps. See Install from DVD on second node for more information on installation options.
    Figure 4. Apply Patch window



    In the Apply Patch window, choose one of the following options:

    1. To apply a patch and upgrade to a later Service Release of the software during installation, choose Yes. Continue with the Apply patch.
    2. To skip this step, choose No. The Basic Install window appears. Figure 5
    3. To return to the previous window, choose Back.
      Figure 5. Basic Install window



    Step 10   In the Basic Install window, choose Continue to install the software version on the DVD or configure the preinstalled software. The Timezone Configuration window displays. Continue with the Perform basic installation.
    Figure 6. Timezone Configuration window



    Enter preexisting configuration information

    Start here if you have a server that has the product preinstalled or if you chose Skip in the Platform Installation Wizard window. To start entering preexisting configuration information, complete the following steps:

    Procedure
      Step 1   After the server restarts, the Preexisting Installation Configuration window displays.
      Step 2   If you have preexisting configuration information created using the Answer File Generator and stored on a CD or a USB key, insert the disc or the USB key now and choose Continue. The installation wizard will read the configuration information during the installation process.
      Note   

      If a popup window states that the system detected new hardware, press any key and then choose Install from the next window.

      The Platform Installation Wizard window displays (see Figure 3).

      Step 3   To continue with the Platform Installation Wizard, choose Proceed.
      Step 4   Choose the type of installation you want to perform, and continue with the following steps. See Table 1 for more information on installation options.

      In the Apply Patch window, choose one of the following options:

      1. To apply a patch and upgrade to a later Service Release of the software during installation, choose Yes. Continue with the Apply patch.
      2. To skip this step, choose No. The Basic Install window appears (see Figure 5).
      3. To return to the previous window, choose Back.
      Step 5   In the Basic Install window, choose Continue. The Timezone Configuration window displays (see Figure 6). Continue with the Perform basic installation.

      Apply patch

      If you choose Yes in the Apply Patch window, the installation wizard installs the software version on the DVD first and then restarts the system. You must obtain the appropriate upgrade file from Cisco.com before you apply an upgrade patch during installation.


      Note

      You can upgrade to any supported higher release as long as you have a full patch, which is not an engineering special (ES) or a service release (SR), in which case you can only upgrade to a later service release within the same maintenance release.


      Note

      If you have node 1 with Base and SU running, and you want to form a cluster on node 2, follow the instructions mentioned in the "Apply Patch" section. This section details the process/procedure required to install Base and SU build (patch). Once install is complete, follow instructions in this link Perform initial setup for second node to complete setting cluster.

      For information about supported upgrades, see the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, available here:

      http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html

      You can also find relevant information in the Release Notes for your product release available here:

      http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html

      You can access the upgrade file during the installation process from either a local disk (DVD) or from a remote FTP or SFTP server. To start applying the patch, complete the following steps:

      Procedure
        Step 1   The Install Upgrade Retrieval Mechanism Configuration window displays.
        Step 2   Choose the upgrade retrieval mechanism to use to retrieve the upgrade file:
        1. SFTP—Retrieves the upgrade file from a remote server by using the Secure File Transfer Protocol (SFTP). Skip to Upgrade from remote server.
        2. FTP—Retrieves the upgrade file from a remote server by using File Transfer Protocol (FTP). Skip to Upgrade from remote server.
        3. LOCAL—Retrieves the upgrade file from a local DVD. Continue with Upgrade from local disk.

        Upgrade from local disk

        Before you can upgrade from a local disk, you must download the appropriate patch file from Cisco.com and use it to create an upgrade DVD. You must create an ISO image on the DVD from the upgrade file.

        To start upgrading from a local disk, complete the following steps:


        Note

        Simply copying the ISO file to a DVD will not work.

        Procedure
          Step 1   When the Local Patch Configuration window displays, enter the patch directory and patch name, if required, and click OK.

          The Install Upgrade Patch Selection Validation window displays.

          Step 2   The window displays the patch file that is available on the DVD. To update the system with this patch, choose Continue.

          The system installs the patch, then restarts the system with the upgraded software version running. After the system restarts, the Pre-existing Configuration Information window displays.

          Step 3   To continue the installation, choose Proceed.

          The Platform Installation Wizard window displays (see Figure 3).

          Step 4   To continue the installation, choose Proceed or choose Cancel to stop the installation.
          1. If you choose Proceed, the Apply Patch window displays (see Figure 4). Continue with Step 5.
          2. If you choose Cancel, the system halts, and you can safely power down the server.
          Step 5   When the Apply Patch window appears, choose No and continue with Perform basic installation.

          Upgrade from remote server

          Before you can upgrade from a remote server, you must download the appropriate patch file from Cisco.com to an FTP or SFTP server to which your server (on which you are applying the patch) has access.

          As a selection of SFTP or FTP requires you to configure network settings so that the server can connect to the network, this selection opens with the Auto Negotiation Configuration screen.

          To start upgrading from a remote server, complete the following steps:

          Procedure
            Step 1   As a selection of SFTP or FTP requires you to configure network settings so that the server can connect to the network.

            This selection opens the Auto Negotiation Configuration window.

            Step 2   The installation process allows you to automatically set the speed and duplex settings of the Ethernet network interface card (NIC) by using automatic negotiation. You can change this setting after installation.
            Note   

            To use this option, your hub or Ethernet switch must support automatic negotiation. NIC teaming however is not yet supported on Unified CCX.

            1. To enable automatic negotiation, choose Yes.

              The MTU Configuration window displays. Continue with Step 4.

            2. To disable automatic negotiation, choose No. The NIC Speed and Duplex Configuration window displays. Continue with Step 3.
            Step 3   If you choose to disable automatic negotiation, manually choose the appropriate NIC speed and duplex settings now and click OK to continue.

            The MTU Configuration window displays.

            Step 4   In the MTU Configuration window, you can change the MTU (maximum transmission unit) size from the operating system default.

            The MTU represents the largest packet, in bytes, that this host will transmit on the network. If you are unsure of the MTU setting for your network, use the default value.

            Caution   

            If you configure the MTU size incorrectly, your network performance can be affected.

            1. To accept the default value (1500 bytes), choose No.
            2. To change the MTU size from the operating system default, choose Yes, enter the new MTU size, and click OK.

              The Static Network Configuration window displays.

            Step 5   For network configuration, enter your static network configuration values and click OK. See Table 1 for field descriptions.

            The DNS Client Configuration window displays.

            Step 6   Enter your DNS client information, and click OK. See Table 1 for field descriptions.

            After the system configures the network and checks for connectivity, the Remote Patch Configuration window appears.

            Step 7   Enter the location and login information for the remote file server. The system connects to the remote server and retrieves a list of available upgrade patches.

            If the upgrade file is located on a LINUX or UNIX server, you must enter a forward slash at the beginning of the directory path. For example, if the upgrade file is in the patches directory, you must enter /patches.

            If the upgrade file is located on a Windows server, remember that you are connecting to an FTP or SFTP server, so use the appropriate syntax, including:

            1. Begin the path with a forward slash (/) and use forward slashes throughout the path.
            2. The path must start from the FTP or SFTP root directory on the server, so you cannot enter a Windows absolute path, which starts with a drive letter (for example, C:).

              The Install Upgrade Patch Selection Validation window displays.

            Step 8   Choose the upgrade patch to install. The system downloads, unpacks, and installs the patch and then restarts the system with the upgraded software version running.

            After the system restarts, the Pre-existing Configuration Information window appears.

            Step 9   To continue the installation, choose Proceed.

            The Platform Installation Wizard window displays.

            Step 10   To continue the installation, choose Proceed or choose Cancel to stop the installation.
            1. If you choose Proceed, the Apply Patch window displays. Continue with Step 12.
            2. If you choose Cancel, the system halts, and you can safely power down the server.
            Step 11   When the Apply Patch window displays, choose No and continue with the Perform basic installation.

            Perform basic installation

            To perform the basic installation, complete the following steps:

            Procedure
              Step 1   When the Timezone Configuration window displays, choose the appropriate time zone for the server and then click OK.

              The Auto Negotiation Configuration window displays.

              Figure 7. Auto Negotiation Configuration window



              Step 2   The installation process allows you to automatically set the speed and duplex settings of the Ethernet network interface card (NIC) by using automatic negotiation. You can change this setting after installation. choose Continue.

              The MTU Configuration window displays.

              Figure 8. MTU Configuration window



              Note   

              To use this option, your hub or Ethernet switch must support automatic negotiation.

              Step 3   In the MTU Configuration window, you can change the MTU size from the operating system default.

              The MTU represents the largest packet, in bytes, that this host will transmit on the network. If you are unsure of the MTU setting for your network, use the default value, which is 1500 bytes.

              Caution   

              If you configure the MTU size incorrectly, your network performance can be affected.

              1. To change the MTU size from the operating system default, choose Yes, enter the new MTU size, and click OK.
              2. To accept the default value (1500 bytes), choose No.

                The Static Network Configuration window displays.

                Figure 9. Static Network Configuration window



              Step 4   For network configuration, enter your static network configuration values and click OK. See Table 1 for field descriptions.
              Note   

              While you add a host name entry for IVR in the Forward Lookup Zone of a DNS server, make sure the same entry is also visible in the Reverse Lookup Zone.

              Figure 10. DNS Client Configuration window



              The network restarts by using the new configuration information, and the Administrator Login Configuration window displays.

              Figure 11. Administrator Login Configuration window



              Step 5   Enter your Administrator ID and password from the Node configuration table and click OK. The Certificate Information window displays.
              Note   

              The Administrator ID must start with an alphabetic character, be at least six characters long, and can contain alphanumeric characters, hyphens, and underscores. You will need the Administrator ID to log in to Unified OS Administration, command line interface, and Disaster Recovery System.

              Caution   

              Avoid creating administrator account user IDs (for CLI access or OS administration) starting with "uccx" or "UCCX" because such user IDs may conflict with system account names used internally within the Unified CCX server.

              Figure 12. Certificate Information window



              Step 6   Enter data to create your Certificate Signing Request—Organization, Unit, Location, State, and Country and click OK.

              The First Node Configuration window displays.

              Figure 13. First Node Configuration window



              Step 7   You can configure this server as either the first node or the second node in a Unified CCX cluster.
              1. To configure this server as the first Unified CCX node, choose Yes. The Network Time Protocol Client Configuration window displays. Continue with the Configure first node.
                Figure 14. Network Time Protocol Client Configuration window



              2. To configure this server as the second node in the cluster, choose No. The First Node Configuration Warning message displays. Continue with the Configure second node for HA.
                Figure 15. First Node Configuration Window with Warning message



              Configure first node

              After you finish the basic installation, to configure the server as the first node in the cluster, complete the following steps:

              Procedure
                Step 1   In the Network Time Protocol Client Configuration window, choose whether you want to configure an external NTP server or manually configure the system time. If you are installing on a VM image instead of a real server, it is mandatory to use external NTP servers in order to ensure the accuracy of system time.
                Note   

                It is important that you use external NTP servers to ensure that system time is kept accurate.

                1. To set up an external NTP server, choose Yes in the Network Time Protocol Client Configuration window (see Figure 8) and then enter the IP address, NTP server name, or NTP server pool name for at least one NTP server (see Figure 1).You can configure up to five NTP servers, and it is important that you use at least three. Click OK to continue with the installation.
                  Figure 16. Setting Up External NTP Servers



                  Note   

                  Ensure the external NTP server is stratum 9 or higher (meaning stratums 1-9). The second node in a cluster will get its time from the first node.

                  The system contacts an NTP server and automatically sets the time on the hardware clock.

                  Note   

                  If the Test button displays, you can choose Test to check whether the NTP servers are accessible.

                2. To manually configure the system time, click No and enter the appropriate date and time to set the hardware clock in the Hardware Clock Configuration window (see Figure 2). The href on this image references a .tif file. It must reference a .jpg file.
                  Figure 17. Hardware Clock Configuration window

                  Click OK to continue with the installation. The Security Configuration window displays (see Figure 3).

                  Figure 18. Security Configuration window



                Step 2   Enter the Security password from Table 1 and click OK.
                Note   

                The Security password must start with an alphanumeric character, be at least six characters long, and can contain alphanumeric characters, hyphens, and underscores. The system uses this password to authorize communications between nodes, and you must ensure this password is identical on both the nodes in a cluster.

                The SMTP Host Configuration window displays (see Figure 4).

                Figure 19. SMTP Host Configuration window



                If you want to configure an SMTP (Simple Mail Transfer Protocol) server for your system, choose Yes (see Figure 5).

                Note   

                You must configure an SMTP server to use certain platform features; however, you can also configure an SMTP server later by using the platform GUI or the command line interface.

                Figure 20. SMTP Host Configuration window



                Step 3   Enter the SMTP host name or IP address in the SMTP Host Configuration window and click OK.

                The Application User Configuration window displays (see Figure 6).

                Figure 21. Application User Configuration window



                Step 4   Enter the Application User name and password from Table 1 and confirm the password by entering it again. Click OK.

                The Platform Configuration Confirmation window displays (see Figure 7).

                Figure 22. Platform Configuration Confirmation window



                Step 5   To continue with the installation, click OK.

                To modify the platform configuration, choose Back on the Platform Configuration Confirmation window.

                The system installs and configures the software. The DVD drive ejects, and the server reboots.

                Caution   

                Do not reinsert the DVD.

                Step 6   When the installation process completes, you get prompted to log in using the Administrator user name and password.
                Step 7   Complete the postinstallation tasks that are listed in the Postinstallation tasks.

                Add second node for HA

                Before you install Unified CCX 9.0(1) on the second node, you must add the server details of second node on the first node using the Unified CCX Administration web interface.

                To configure a new server that needs to be added to form a Unified CCX cluster for an HA setup, complete the following steps:

                Procedure
                  Step 1   On the Unified CCX Administration web interface of the first node, choose System > License Information > Add License(s).
                  Step 2   Browse to select an HA premium or enhanced license and click Upload.
                  Step 3   Once the HA license is successfully uploaded and validated, choose System > Server. The List Servers window displays.

                  You can use the List Servers window to view, add, and remove servers in the cluster.

                  Step 4   Click Add New. The Server Configuration window displays.
                  Note   

                  If you have not uploaded an HA license yet, you will be prompted with a warning message to upload one. Click OK to go to the License Information window and upload.

                  Step 5   In the Server Configuration window, enter the values for the following fields:
                  Note   

                  You can add only one additional node. If you have already installed two nodes in the cluster, the server details of only one node is displayed in this window and the Add New button is disabled.

                  Field

                  Description

                  Hostname/IP Address

                  Hostname or IP address of the new Unified CCX server to be added to form a cluster. This is a mandatory field.

                  MAC Address

                  Physical MAC address of the new server.

                  Description

                  Description for the new server.

                  Step 6   Click Add to add details of the new server.
                  Step 7   You can now start installing the second node for HA.

                  Configure second node for HA

                  After you add the details of second node on the first node using the Cisco Unified CCX Administration web interface, you can start installing and configuring the second node.

                  To configure the second node and form a cluster for an HA setup, complete the following steps:

                  Procedure
                    Step 1   If you configured Network Time Protocol (NTP) on the first node, ensure that it is synchronized with an NTP server before you install the second node. From the Command Line Interface on the first node, enter utils ntp status. Ensure that the output indicates that the node is synchronized with an NTP server.
                    Note   

                    If the first node is not synchronized with an NTP server, installation of the second node will fail.

                    Step 2   On the First Node Configuration window, read the Warning and make sure you have correctly configured the first node (see Figure 1). To continue with the installation of the second node, click OK.
                    Figure 23. First Node Configuration Warning window



                    The Network Connectivity Test Configuration window displays (see Figure 2).

                    Figure 24. Network Connectivity Test Configuration window



                    Step 3   During installation of the second node, the system checks to ensure that the second node can connect to the first node.
                    1. To pause the installation after the system successfully verifies network connectivity, choose Yes.
                    2. To continue the installation without a pause, click No.

                      The First Node Access Configuration window displays (see Figure 3).

                      Figure 25. First Node Access Configuration window



                    Step 4   Enter the first node connectivity information (Host Name, IP Address, and Security Password) and click OK.

                    The system checks for network connectivity.

                    If you chose to pause the system after the system successfully verifies network connectivity, the Successful Connection to First Node window displays. Choose Continue.

                    Note   

                    If the network connectivity test fails, the system always stops and allows you to go back and re-enter the parameter information.

                    The SMTP Host Configuration window displays (see Figure 4).

                    Figure 26. SMTP Host Configuration window



                    Step 5   If you want to configure an SMTP server, choose Yes and enter the SMTP host name or IP address.
                    Note   

                    To use certain operating system features, you must configure an SMTP server; however, you can also configure an SMTP server later by using the operating system GUI or the command line interface. If you have configured an SMTP server for the first node, you must configure it for the second node also.

                    The Platform Configuration Confirmation window displays (see Figure 5).

                    Figure 27. Platform Configuration Confirmation window



                    Step 6   To start installing the software, click OK. The system installs and configures the software. The DVD drive ejects, and the system reboots.
                    Note   

                    Your system automatically fetches the configuration information from the first node to set up and configure the second node for HA.

                    To modify the platform configuration, choose Back on the Platform Configuration Confirmation window.

                    Step 7   When the installation process completes, log in to the Unified CCX Administration web interface of the second node using the Application user credentials and complete the postinstallation tasks as listed in the Postinstallation tasks.
                    Note   

                    Installing the second node and then adding it to the cluster must be done during off peak hours to avoid possible call drops during the formation of a cluster.