Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
Final Tasks
Download this chapter
Final TasksFinal Tasks
Download the complete book
Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x) (PDF - 5 MB)
 Feedback

Final Tasks

Base Configuration

About Base Configuration

After you complete the configuration of the contact center applications , you must import and apply Packaged CCE base configuration data. If you do not apply the base configuration, you cannot change deployment type, your system cannot validate correctly, and you will need to configure each element manually. This pre-configured database, contained in a zip file that you download from Cisco, performs the following functions on the system:

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

Creates two Peripheral Gateways:

  • One Generic PG with 1 CUCM PIM and 4 CVP PIMs
  • One MR PG with 2 PIMs - one for Outbound and one for Multichannel

Configures the system Correlation ID to be 1001-9999

Sets intelligent application defaults for the Packaged CCE deployment model:

  • Default Agent Desk Settings record
  • Enables ECC Variables
Create configuration objects to support CVP:
  • A type 10 Network VRU for CVP along with Network VRU Labels to send calls to CVP
  • CVP ECC Variables
  • VXML_Server Network VRU Script - GS,V microapp

Creates configuration objects to support Multichannel Configuration:

  • A Network VRU for the MR PG
  • Application Instance for Multichannel
  • Media Classes for Multichannel

Apply Base Configuration for Fresh Installs Only

The Base Configuration is run once on a fresh installation of Packaged CCE. If you have already applied the base configuration to Packaged CCE and are upgrading to a later release of Packaged CCE, do not download the base configuration a second time—in this instance, apply configuration changes manually.

Related Tasks

Run Base Configuration Using the ICMDBA Tool

This task is required for a fresh install. The procedure is run on the CCE Data server on Side A.
Procedure
    Step 1   Download the base configuration zip file from Cisco.com > Download Software > Packaged Contact Center Enterprise Configuration Scripts, at http:/​/​www.cisco.com/​cisco/​software/​release.html?mdfid=284360381&softwareid=284416106&release=9.0(1)&relind=AVAILABLE&rellifecycle=&reltype=latest. Save it locally and unzip it.
    Step 2   Download the Domain_Update_Tool.zip file from the same location in Step 1. Save it locally and unzip it.
    Step 3   Unzip and copy the configuration folder to the local drive of CCE Data Server on Side A.
    Step 4   Open the ICMDBA Tool on the CCE Data Server on Side A.
    Step 5   Select the CCE Data Server and expand the tree to <instance name>_sideA.
    Step 6   Select Data on the menu bar and click Import.
    Step 7   Browse to locate the configuration folder and click Open.
    Step 8   Click OK and then click Import.
    Step 9   Click Start and then click OK on all messages.
    Step 10   Before you run PowerShell in Step 11 below, enter the command get-executionpolicy to determine whether the Restricted Execution policy is in effect or is restricted.

    If the policy is restricted, enter set-executionpolicy. At the Supply Values prompt, enter "Unrestricted." Then enter 'Y". This changes the execution policy.

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

    To do this, select Start > All Programs > Cisco Unified CCE Tools > Administration Tools > Initialize Local Database.

    Step 14   Click Start and then click OK on all messages.
    What to Do Next

    After running base configuration and before changing deployment type to Packaged CCE, you must perform prevalidation configuration.

    Set Deployment Type and Run System Validation

    Sign in and select deployment type

    After you have completed installation and configuration, sign in to Packaged CCE to select the Packaged CCE deployment type.

    To sign in and select the deployment type:

    1. Point to https://<IP Address>/cceadmin/Container.jsp, where <IP Address> is the address of either CCE data server (the one on Side A or the one on Side B).
    2. At the sign in page, enter the Active Directory username and password. This opens the Configure Deployment page, showing the default deployment type of Not Specified.
    3. Select Packaged CCE: CCE-PAC-M1 from the drop-down. This launches the VM Validation process to ensure that the deployment is in conformance with the required virtual machine specifications, capacity limits, and system validation rules.
    4. Enter fields for the Host (or IP address), Username, and Password for the two core servers (Side A and Side B).
    5. Click Save.

    Validation results

    After a successful validation, you see a Congratulations message.

    If the Host (or IP address), Username, or Password entries were invalid, you see a Could Not Connect message.

    If either the server or any of the VMs do not meet requirements, you see a message indicating connection problems. This message has a link to a log file. Open this file to see whether the servers are valid and whether all VMs match the deployment profiles.

    Sample log file showing summary of invalid results

    VM Validation Results: Wed Jun 20 08:05:36 EDT 2012
Overall: false
Valid Systems: 0 of 1
Summary:
ESX Server: sideB
ESX Server Properties Valid: true
VM Layout Valid: false.

    The information at the top of the log is a summary of the results. This log shows that the server is valid but the VM layout is not.

    Sample log showing invalid server

    This shows that the server does not have the required number of CPU Cores.

    Server Result:
Required Version: 5.0.0
Required Min CPU Cores: 20
Required Min Memory (MB): 95000
Required HD(s) (GB): [1392, 1949, 273]
Required Bios <Major version>: C260
Required Vendor: Cisco Systems Inc
Found Version: 5.0.0
Found CPU Cores: 10
Found Memory (MB): 98185
Found HD(s) (GB): [1392, 273, 1949]
Found Bios: C260.1.4.2b.0.102620111637
Found Vendor: Cisco Systems Inc

    Sample log showing valid VM

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

    Invalid VMs

    There are three log entries for invalid VMs:

    • Required Profiles without Matching Virtual Machines This means system does not have VMs present that match our requirements.
    • Optional Profiles without Matching Virtual Machines This means that the CVP Reporting profile, which is defined as optional, does not exist on the system. This does not block validation.
    • Virtual Machines without Matching Profiles This means the system has VMs that do not match requirements. They might be extra VMs or incorrectly-configured VMs.

    Capacity and validation rules pages in the user interface

    Two screens in the user interface, both accessed by tabs on the Home menu, show additional system information, with indicator for what you must address:

    Capacity Info shows the maximum capacity that Packaged CCE supports, whether your system is within those limits, and what percentage of the maximum is currently used. For example, if the maximum capacity is 100 reason codes and your system has 300, the capacity indicator will be red.

    System Validation shows the software specifications for which Packaged CCE has been qualified and whether your system conforms to those rules. For example, if exactly 9 ECC Variables are required for CVP and your system has 8 or 10, the Is Valid indicator will be red.

    Validation for other system types

    For Packaged CCE: CCE-PAC-M1 Lab Only, the same Capacity Info and System Validation checks apply. There is no VM Validation for these lab systems.

    For all other deployment types, no VM validation, Capacity Info, or System Validation takes place.

    Deployment Types

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

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

    Deployment Type

    Validation

    Notes

    Packaged CCE: CCE-PAC-M1

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

    System validation

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

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

    Requires duplexed C260 servers.

    Select this option if you want a system that runs at production-level call capacity.
    Packaged CCE: CCE-PAC-M1 Lab Only

    Capacity check

    System validation

    No VM Validation

    Allows installation on any hardware.

    Select this option for demo systems.

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

    All other types

    No validation

    —

    Configuration Manager Changes for Unified CCE

    After you run the base configuration using ICMDBA and have changed the deployment type, you must perform the tasks listed here in Cisco Unified CCE Configuration Manager.

    If you are using an Administration Server and Real-time Data Server system or an Administration Client system, double-click the Unified CCE Tools icon on the desktop, and then choose Administration Tools.

    • Create Agent Targeting Rule

    • Configure CallTypes.

    • Configure Dialed Numbers.

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

    • Configure routing and administrative scripts.

    Make a Call

    This section explains to make a call:

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

    For calls to run successfully:

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

    These values must match:

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

    See Validate Clusterwide Domain Configuration and Configure SIP Server Group

    The CTI route point must be added to pguser.

    See Configure CTI Route Point

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

    To run a call, you must set up at least two agents, one skill group, a call type, and a dialed number in Unified CCE Administration.

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

      Create Script

      To run a call, you must create a script.

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

        Add Agent Targeting Rule

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

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

          Call from Finesse

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

            Agent 1 should receive the call.

            Related Tasks

            Localization

            Language Pack

            Packaged CCE 9.0(x) has been localized for 14 languages.

            If a customer requires one of these languages instead of the default (English), you can download the Packaged CCE Language Pack executable from the Download Software page.

            Install Language Pack

            Install the Language Pack on both CCE Data Servers (Side A and Side B) and on any external HDS systems. Once the Language Pack is installed, the Unified Web Administration Sign-In page is populated with a language drop-down menu that lists all languages. Select a language to display the user interface and the online help in that language. The system retains that language selection until you change it again.

            Important: Install at off-peak hours. The CCE Data Servers and external HDS systems are not usable during the installation of the Language Pack.

            UnInstall Language Pack

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

            Related References

            Collation and Locale Settings for Localization

            Microsoft SQL Server Collation Settings for Languages

            This table shows the languages supported by Packaged CCE 9.0(x) and the SQL Server Collation setting for each. You must select a collation when you install Microsoft SQL Server 2008 R2, and it must be the collation that maps to the customer's language display.

            Remember:

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

            Windows Language SQL Server Collation Setting

            English

            Danish

            Dutch

            French

            German

            Italian

            Portuguese (Brazil)

            Spanish (Spain)

            Swedish

            Latin1_General

            Russian

            Cyrillic General

            Chinese (China)

            Chinese_PRC

            Chinese (Taiwan)

            Chinese_Taiwan_Stroke

            Korean

            Korean_Wansung

            Japanese

            Japanese

            Windows System Locale

            If the Windows system locale differs from the display language, some characters will appear incorrectly in the user interface and will be saved incorrectly to the database. For example, if the system locale is English and users are working in Spanish, characters such as the acute a will not appear correctly.

            To change the system locale, perform this procedure at both CCE Call Servers, both CCE Data Servers, and any external HDS systems.

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