Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)
Software for Packaged CCE
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Contents

Software for Packaged CCE

This chapter explains the installation of all contact center application software and operating system software used by Packaged CCE.

It is noted when the installation differs for a golden-template deployment and a direct-install virtual machine deployment.

Install Microsoft Windows Server

Complete the following procedure to install Microsoft Windows Server.

Procedure
    Step 1   Mount the Microsoft Windows Server ISO image to the virtual machine. For more information, see Mount ISO File.
    Step 2   Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.
    Step 3   Click Install Now.
    Step 4   Select Full install. Then click Next.
    Step 5   Accept the license terms.
    Step 6   Select Custom (Advanced). The install begins.
    Step 7   At the conclusion of the installation, click OK at the prompt to enter and confirm the user password.
    Step 8   At the Customize This Server section of the initial configuration tasks, select Enable Remote Desktop.
    1. Choose Start > Control Panel > System and Security.
    2. Click the Allow remote access.
    3. Select the middle option: Allow connections from computers running any version of Remote Desktop.
    Step 9   Open the Network and Sharing Center and select Local Area Connections.
    Step 10   In the Network Settings dialog box, configure the network settings and the Domain Name System (DNS) data:
    1. Select Properties. Then select Internet Protocol Version 4.
    2. Select Properties again. Then select Use the following IP Address.
    3. Enter the IP address, Subnet mask, and Default gateway.
    Step 11   Run the Service Pack.
    Step 12   Run MS Windows Update.

    Once the MS update is done, click Do not enable automatic updates.

    What to Do Next

    If Microsoft Windows Server installs Internet Explorer 8, you must upgrade to Internet Explorer 9.

    Install Microsoft SQL Server 2008

    This task is required for golden templates for the Unified CCE Data Server.

    Install Microsoft SQL Server and store the SQL Server log and temporary files on the same physical disk as the operating system (typically the C drive). Use the secondary drive to store the Logger database (typically the E drive).

    Procedure
      Step 1   Mount the Microsoft SQL Server ISO image to the virtual machine. See Mount ISO File.
      Step 2   Run setup.exe.
      Step 3   Select Installation on the left pane and then click New installation or add features to an existing installation. Click OK.
      Step 4   On the Product Key page, enter the product key and click Next.
      Step 5   Accept the License Terms and click Next. Click Install on the Setup Support Rules page.
      Step 6   On the Setup Support Rules page, click Next.
      Step 7   On the Setup Role page, select SQL Server Feature Installation. Then click Next.
      Step 8   On the Feature Selection page, select only the following:
      1. Database Engine Services
      2. Client Tools Connectivity
      3. SQL Server Books Online
      4. Management Tools - Basic
      5. Management Tools - Complete
      6. SQL Client Connectivity SDK
      Step 9   On the Installation Rules page, click Next.
      Step 10   On the Instance Configuration page, select Default Instance . Click Next.
      Step 11   On the Disk Space Requirements page, click Next.
      Step 12   On Server Configuration page, select the Services Account tab.
      1. For Service SQL Server Agent, select Account Name NT AUTHORITY\SYSTEM and Startup Type Automatic.
      2. For Service SQL Server Database Engine. select Account Name NT AUTHORITY\SYSTEM.
      Step 13   Remain on the Server Configuration page and select the Collation tab.
      1. Click Customize for Database Engine.
      2. Check the radio button Windows Collation designator and sort order.
      3. Select the appropriate collation. Typically, you should choose the SQL Server collation that supports the Windows system locale most commonly used at by the customer organization; for example, Latin1_General and BIN for English.

        IMPORTANT: It is critical to select the correct collation setting for the customer's language display. If you do not select the correct collation during installation, the customer will need to uninstall and re-install Microsoft SQL Server. Follow the link at the bottom of this procedure for information about collation settings.

        The collation you select affects what can be written to the database. For example, if you set the collation for Latin1_General and a user at the customer site selects Chinese as his language selection at sign-in and enters field values in Chinese, the application will return an unsupported characters error as the database will be unable to handle the characters.

      4. Click OK. Click Next on the Server Configuration page.
      5. Click Next.
      Step 14   On the Database Engine Configuration page:
      1. Check Mixed Mode.
      2. Enter your password and confirm it by reentering it.
      3. Click Add Current User.
      4. ClickNext.
      Step 15   On the Analysis Services configuration page, click Add current user. Then click Next.
      Step 16   On the Reporting Server configuration, check the radio button for Install but do not configure the report server. Click Next.
      Step 17   Click Next on the Error reporting page.
      Step 18   Click Next on the Installation Configuration Rules page.
      Step 19   Click Install on the Ready to Install page.
      Step 20   Click Close at the Complete page.
      Step 21   Install SQL Server Service Pack. Follow the Wizard and accept all defaults.
      Step 22   Enable Named Pipes and set the sort order as follows:
      1. Open the SQL Server Configuration Manager.
      2. In the left pane, navigate to SQL Native Client 10.0 Configuration (32bit) > Client Protocols.
      3. In the right pane, right-click Named Pipes and select Enable.
      4. In the Client Protocols Properties window, select Named Pipes and click Move Up or Move down to change the order of the protocols as follows: Shared Memory, Named Pipes, TCP/IP, then click OK.
      5. In the left pane, navigate to SQL Server Network Configuration > Protocols for MSSQLSERVER.
      6. In the right pane, right-click Named Pipes and select Order.
      Step 23   Reserve the memory to be used by SQL Server as follows:
      1. From the SQL Server Management Studio, right-click the server and select Properties.
      2. Click Memory.
      3. Set the Maximum server memory (in MB) to 4096. Click OK.
      Step 24   Restart the SQL Server service by selecting Start > All Programs > Administrative Tools > Services. Right-click SQL Server (MSSQLSERVER) and select Stop. Right click it again and select Start.
      Step 25   Ensure that the SQL Server Browser is started:
      1. Open the services panel from Control Panel.
      2. Navigate to the SQL Server Browser.
      3. Right-click to open the Properties window.
      4. Enable the service and change the startup type to Automatic.

      Install Cisco Unified Contact Center Enterprise

      This task is required for installs and for creating the golden templates for both the Unified CCE Call Server and the Unified CCE Data Server.

      Procedure
        Step 1   Add the virtual machine into the domain.
        Step 2   Mount the correct version of Cisco Unified CCE ISO image to the virtual machine. See Mount ISO File.
        Step 3   Navigate to the ISO file on the CD/DVD drive D. Run setup.exe from the D:\ICM-CCE-CCH Installer directory.
        Step 4   Follow the InstallShield procedures to install Cisco Unified CCE.
        Step 5   When the installation completes, restart the computer when prompted. At restart, if there is an MR, the Maintenance Release installer will begin.
        Step 6   When prompted to restart the computer, click Yes. Click Finish.
        Step 7   Remove the machine from a domain and add it to a work group.
        Note   

        Ignore this step for a direct install. Do this step only for a golden template.

        Step 8   Unmount the ISO image.

        After the reboot, if the system displays an error saying "Unable to start Tomcat", disable UAC. To disable UAC, go to Control Panel -> User Accounts -> User Accounts -> Change User Account Control Settings and select Never Notify.

        Install Unified CVP Server

        This task is required for direct installs and for creating the golden template for the CVP Call/VXML data server, also known as the CVP server.
        Procedure
          Step 1   Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount ISO File
          Step 2   Copy the current Engineering Specials to the local drive.
          Note   

          Ignore this step if there are no Engineering Specials.

          Step 3   Navigate to the ISO file on the CD/DVD drive D.
          Step 4   Run setup.exe from the D:\ CVP\Installer_Windows directory.
          Step 5   Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory:
          1. In the Select Packages screen, check CVP Server.
          2. In the Choose Destination Folder screen, select the folder locations for the CVP installation folder and the Media Files Installation folder.
          3. In the X.509 certificate screen, enter the information that you want to include in the certificate.
          4. In the Ready to Install screen, click Install.
          5. Click Finish to restart the server.
          Step 6   If Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them. Ignore this step if there are no Engineering Specials.
          Step 7   After the Engineering Special installation completes, launch the Services Microsoft Management Console (MMC) and disable the Unified CVP OPSConsoleServer service.
          Step 8   Unmount the ISO image.

          Install Cisco Unified CVP OAMP server


          Note

          This task is required for the direct install on Side A and for creating the golden template for the CVP OAMP server, also known as the Operations Console.

          Procedure
            Step 1   Mount the Cisco Unified CVP ISO image to the virtual machine. See Mount ISO File.
            Step 2   Copy the current Engineering Specials to the local drive.
            Note   

            Ignore this step if there are no Engineering Specials.

            Step 3   Navigate to the ISO file on the CD/DVD drive D.
            Step 4   Run setup.exe from the D:\ CVP\Installer_Windows directory.
            Step 5   Follow the InstallShield wizard to run setup.exe from the D:\CVP\Installer_Windows directory.
            Step 6   In the Select Packages screen, check Operations Console
            1. In the Choose Destination Folder screen, select the folder location for CVP installation.
            2. Complete the Certificate screen.
            3. In the Ready to Install screen, click Install.
            4. Enter the password.
            5. Click Finish to restart the server.
            Step 7   If Cisco Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them. Ignore this step if there are no Engineering Specials.
            Step 8   After the Engineering Special installation completes, launch the Services Microsoft Management Console (MMC) and disable Cisco CVP OPSConsoleServer service.
            Step 9   Unmount the ISO image.

            Install the Unified CVP Reporting Server

            This task is required for direct install of the optional CVP Reporting server.

            Complete the following procedure to install the Unified CVP Reporting Server:
            Procedure
              Step 1   Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount ISO File.
              Step 2   Copy the current Engineering Specials to the local drive.
              Note   

              Ignore this step if there are no Engineering Specials.

              Step 3   Navigate to the ISO file on the CD/DVD drive.
              Step 4   Run setup.exe from the DVD drive located at CVP\Installer_Windows directory.
              Step 5   Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory:
              1. In the Select Packages screen, check Reporting Server.
              2. In the Choose Destination Folder screen, select the folder locations for the CVP installation folder and the Media Files Installation folder.
              3. In the Choose the database data and backup drive screen, enter the drive letter (typically, E).
              4. In the Database size selection screen, select Standard (250GB) or Premium (375GB).
              5. In the Ready to Install screen, click Install.
              6. Enter the Reporting Server password when prompted.

                It can take some time for the database to install.

              7. Restart the server after installation.
              Step 6   If Unified CVP Engineering Specials are available, follow the InstallShield wizard to install them. Ignore this step if there are no Engineering Specials.
              Step 7   After the Engineering Special installation completes, launch the Services Microsoft Management Console (MMC) and disable Unified CVP OPSConsoleServer service.
              Step 8   Copy the license file cvp.license to %CVP_HOME%\conf\license.
              Step 9   Add any custom media files to the appropriate location.
              Step 10   Unmount the ISO image.
              What to Do Next

              Repeat this procedure if your deployment requires a second Unified CVP Reporting Server.

              Unified CVP Reporting

              You can set up a virtual machine (VM) for the CVP Reporting Server on Side B. You can also add one external CVP Reporting Server on the same network as Side A.

              The number and location of Unified CVP Reporting servers you deploy is based on how you intend to use the Courtesy Callback feature and CVP Callback Reporting.

              • To use only the Courtesy Callback feature, with no reporting, you must use the VM for the CVP Reporting Server on Side B. This is the case for both LAN and WAN deployments.
              • To use only Courtesy Callback reporting with a LAN Deployment, you must use the VM for the CVP Reporting Server on Side B.
              • To use only Courtesy Callback reporting with data centers geographically separated over a WAN, you must deploy both a CVP Reporting Server VM on Side B and a separate, external CVP Reporting Server that is on the same network as Side A. Network latency can affect WAN-based CVP reporting.
              • To use both the Courtesy Callback feature and Courtesy Callback reporting, you must use a LAN deployment with the CVP Reporting Server VM located on Side B. Using both the Courtesy Callback feature and Courtesy Callback reporting over the WAN is not supported.
                LAN WAN Requires CVP VM on Side B Requires External CVP Server
              Courtesy Callback feature only yes yes yes no
              Callback reporting only yes — yes no
              Callback reporting only ** — yes yes yes
              Callback feature and Callback reporting yes no yes no

              ** Network latency can affect WAN-based CVP reporting.

              Install Unified Communications Manager, Unified Intelligence Center, and Cisco Finesse

              Complete this procedure to create golden templates for the VOS-based contact center applications:
              • Cisco Unified Communications Manager
              • Cisco Unified Intelligence Center
              • Cisco Finesse
              .
              Procedure
                Step 1   Mount the ISO file to the CD/DVD drive of the virtual machine. For more information, see Mount ISO File.
                Step 2   Right-click the VM and select Edit Settings.
                Step 3   Click Hardware and select CD|DVD Drive 1.
                Step 4   Make sure that the Connected and Connect at power are both checked (Device status panel, upper right).
                Step 5   Select the virtual machine and power it on. Then open the console. Text displays on the monitor while the setup is prepared.
                Step 6   Run the Install wizard:
                1. In the DVD Found screen, click Yes.
                2. At the Media Check Result screen, click OK.

                  Text briefly displays on the screen.

                3. In the Product Deployment Selection screen, select OK.
                4. For Unified Communications Manager only, select Cisco Unified Communications Manager and click OK. You obtain the license when you configure the Unified Communications Manager.
                5. In the Proceed with Install screen, select Yes.
                6. In the Platform Installation screen, select Skip.

                  About ten minutes into the installation, after the Component Installation completes, there is a reboot.

                7. Press Ctrl-Alt to free your cursor. Immediately, click the red Shut Down icon at the top left of the screen.
                8. Unmount the ISO image.

                Direct Install of Unified Communications Manager, Unified Intelligence Center, and Finesse Publishers/Primary Node

                This task is required for the publisher/primary nodes of the three VOS-based contact center applications: Cisco Finesse, Cisco Communications Manager, and Cisco Unified Intelligence Center. Do not use this procedure to create golden templates.

                The installation uses a command-line interface. Use the Tab key to move to an option and the Enter key to select it.

                Before You Begin

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

                Procedure
                  Step 1   Right-click the VM and select Edit Settings.
                  Step 2   Click Hardware and select CD|DVD Drive 1.
                  Step 3   Make sure that the Connected and Connect at power are both checked (Device status panel, upper right).
                  Step 4   Select the virtual machine and power it on.
                  Step 5   Follow the Install wizard, making selections as follows:
                  1. In the DVD Found screen, click Yes to begin the verification of the media integrity.
                  2. In the Media Check Results screen, select OK.
                  3. In the Product Deployment Selection screen, select OK.
                  4. In the Proceed with Install screen, select Yes.
                  5. In the Platform Installation Wizard screen, select Proceed.
                  6. In the Apply Patch screen, select No.
                  7. In the Basic Install screen, select Continue.
                  8. In the Timezone Configuration screen, use the down arrow to choose the local timezone that most closely matches where your server is located. select OK.
                  9. In the Auto Negotiation Configuration screen, select Yes.
                  10. In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units (1500).
                  11. In the DHCP Configuration screen, select No. (Finesse does not have this step.)
                  12. In the Static Network Configuration screen, enter static configuration values. Select OK.
                  13. In the DNS Client Configuration screen, select Yes.
                  14. Enter your DNS Client Configuration. Select OK.
                  15. In the Administrator Login Configuration screen, enter the ID for the system administrator. Enter and confirm the password for the administrator. select OK.
                  16. In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit Location, State, and Country. Select OK.
                  17. In the First Node Configuration screen, select Yes. Then select OK.
                  18. In the Network Time Protocol Client Configuration screen, enter a valid NTP server IP address and select OK
                  19. In the Security Configuration screen, enter the security password and select OK.
                  20. In the SMTP Host Configuration screen, select No. (Finesse does not have this step.)
                  21. In the Application User Configuration screen, enter the application username, Enter and confirm the application user password. Select OK.
                  22. In the Platform Configuration Confirmation screen, select OK. The installation begins and can run unattended.

                    • There is a reboot in the middle of the installation.
                    • If you see a Product Licensing screen that shows the URL for obtaining the license (https://tools.cisco.com/SWIFT/Licensing/PrivateRegistrationServlet and the Media Access Control (MAC) address. Write down this address; you will need it for the license application.
                    • The installation ends at a login prompt.

                  What to Do Next

                  Remember:

                  For Finesse only, you must disable the Cisco Security Agent (CSA) before you configure the cluster and add the secondary node. To do this, from the Finesse VM on Side A, access the Command Line Interface and enter the command utils csa disable. Reboot when prompted.

                  After installing the publisher/primary node, you must configure the cluster to make the publisher/primary nodes aware of the subscriber/secondary nodes.

                  Related Tasks

                  Configure the Cluster for Cisco Unified Communications Manager

                  Procedure
                    Step 1   Launch Unified Communications Manager Publisher in a browser (http://<IP Addr of CUCM Publisher>).
                    Step 2   Select System > Server > Add New.
                    Step 3   On the Server Configuration tab, enter the IP Address of the subscriber.
                    Step 4   Click Save.

                    Configure the Cluster for Cisco Unified Intelligence Center

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

                      Configure the Cluster for Cisco Finesse

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

                        Direct Install of Unified Communications Manager, Unified Intelligence Center, and Finesse Subscribers/Secondary Node


                        Note

                        This task is required for installation of the subscriber/secondary nodes of the three VOS-based contact center applications: Cisco Finesse, Cisco Communications Manager, and Cisco Unified Intelligence Center. Do not use this procedure to create golden templates.

                        Before you install the subscriber/secondary nodes, you must install the publisher/primary nodes and configure the clusters. Direct Install of Unified Communications Manager, Unified Intelligence Center, and Finesse Publishers/​Primary Node

                        Before You Begin

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

                        Procedure
                          Step 1   Right-click the VM and select Edit Settings.
                          Step 2   Click Hardware and select CD|DVD Drive 1.
                          Step 3   Make sure that the Connected and Connect at power are both checked (Device status panel,, upper right).
                          Step 4   Select the virtual machine and power it on.
                          Step 5   Follow the Install wizard, making selections as follows:
                          1. In the DVD Found screen, click Yes to begin the verification of the media integrity.
                          2. In the Media Check Results screen, select OK.
                          3. In the Product Deployment Selection screen, select OK.
                          4. In the Proceed with Install screen, select Yes.
                          5. In the Platform Installation Wizard screen, select Proceed.
                          6. In the Apply Patch screen, select No.
                          7. In the Basic Install screen, select Continue.
                          8. In the Timezone Configuration screen, use the down arrow to choose the local timezone that most closely matches where your server is located. select OK.
                          9. In the Auto Negotiation Configuration screen, select Yes.
                          10. In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units (1500).
                          11. In the DHCP Configuration screen, select No.
                          12. In the Static Network Configuration screen, enter static configuration values. Select OK.
                          13. In the DNS Client Configuration screen, select Yes.
                          14. Enter your DNS Client Configuration. Select OK.
                          15. In the Administrator Login Configuration screen, enter the ID for the system administrator. Enter and confirm the password for the administrator. select OK.
                          16. In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit Location, State, and Country. Select OK.
                          17. In the First Node Configuration screen, select No. Then select OK.

                            You see a warning screen and you must verify network connectivity to the first node.

                          18. In the Platform Configuration Confirmation screen, select OK. The installation begins and can run unattended.

                            • There is a reboot in the middle of the installation.
                            • If you see a Product Licensing screen that shows the URL for obtaining the license (https://tools.cisco.com/SWIFT/Licensing/PrivateRegistrationServlet and the Media Access Control (MAC) address, write down this address; you will need it for the license application.
                            • The installation ends at a login prompt.
                          What to Do Next

                          Remember:

                          For Finesse only, you must disable the Cisco Security Agent (CSA) after you install the node .To do this, from the Finesse VM on Side B, access the Command Line Interface and enter the command utils csa disable. Reboot when prompted

                          Common Tasks for Software Installation

                          Mount ISO File

                          Do this for both golden template and direct installs.

                          Upload ISO image to datastore:

                          1. Select the host and click Configuration. Then click Storage in the left panel.
                          2. Select the datastore that will hold the ISO file.
                          3. Click Browse this datastore.
                          4. Click the Upload icon and select Upload file.
                          5. Browse to the location on your local drive where you saved the ISO file and upload the ISO to the datastore.

                          Mount the ISO image:

                          1. Right-click the VM and select Edit virtual machine settings.
                          2. Click Hardware and select CD|DVD Drive 1.
                          3. Check Connect at power on under Device status panel (upper right).
                          4. Click the Datastore ISO File radio button and then click Browse.
                          5. Navigate to the datastore where you uploaded the file.
                          6. Select the ISO.

                          Unmount the ISO image:

                          1. Right-click the VM and select Edit virtual machine settings.
                          2. Click Hardware and select CD|DVD Drive 1.
                          3. Uncheck the Connect at power on check box (Device status panel, upper right).

                          Configure DNS Server

                          DNS Configuration is mandatory for Cisco Unified Communications Manager, Cisco Unified Intelligence Center, and Cisco Finesse.

                          Procedure
                            Step 1   Log in to the DNS Server.
                            Step 2   Click Start > Administrative Tools > DNS. This opens the DNS Manager.
                            Step 3   In the Forward lookup zone, navigate to the domain name you have provided in the automation excel sheet.
                            Step 4   Right-click the domain name and select New Host (A or AAAA).
                            Step 5   In the New Host dialog box, enter the computer name and IP address of the VOS products (Unified Communications Manager, Unified Intelligence Center, and Finesse). Click Add Host.
                            Step 6   The DNS manager automatically creates a New Host record in the Reverse Lookup Zones.
                            Step 7   Check whether the Added Host exists in the Forward and Reverse Lookup Zones.