Table Of Contents
Planning Your System Installation
Cisco Unified Communications System Overview
Scope of this Installation Documentation
Legacy Deployment and Installed Base Release Sets
Greenfield Deployment Release Set
Components Installation Overview
System Installation Strategies
Single-Stage Installation Using New Hardware (for Greenfield Deployments)
Single-Stage Installation Using New Hardware (for Legacy Deployments)
Multistage Installation using New Hardware (for Legacy Deployments)
Interoperability and Compatibility Portals
Planning Your System Installation
This topic provides an overview of the primary components typically deployed in a contact center environment and the installation processes for contact center components. It also describes the types of installations and various installation strategies.
This topic contains the following sections:
•Cisco Unified Communications System Overview
•Scope of this Installation Documentation
•System Installation Strategies
•Interoperability and Compatibility Portals
Note Many of the contact center component names have changed as part of Cisco Unified Communications System releases. Only the latest product names are used in this document, even when referencing products from previous releases.Cisco Unified Communications System Overview
The Cisco Unified Communications System is a full-featured business communications system built into an intelligent IP network. It enables voice, data, and video communications for businesses of all sizes. The Cisco Unified Communications System is defined around commonly deployed enterprise topology models in North America and European & Emerging Markets (EUEM).
Cisco Systems provides an integrated system to meet customer needs. The system contains a number of communications products that are designed, developed, tested, documented, sold, and supported as one entity. This system is built upon individual IP telephony and contact center products including, but not limited to, the Cisco Unified Communications Manager, Cisco Unified Intelligent Contact Management Enterprise (Unified ICME), Cisco Unified Customer Voice Portal (Unified CVP), Cisco Unified Contact Center Enterprise (Unified CCE), Cisco Unified Contact Center Express (Unified CCX), Cisco Unified IP Integrated Voice Response (Unified IP IVR), Cisco Unified Expert Advisor (Unified Expert Advisor), self-service and queuing capabilities, and voice-capable gateways and routers.
Cisco contact center solutions allow you to move beyond today's contact center to a customer interaction network by creating a better customer experience, making customer-service agents more efficient and productive, improving contact center reporting, and extending the workforce with expert. mobile, and remote agents.
Cisco Unified Communications System testing is a process for specifying (designing) and validating the interoperability of enterprise voice products to ensure that they work together as an integrated system.
Scope of this Installation Documentation
The installation procedures that are described in this document are intended to provide a high-level guide to installing the Cisco Unified Communications System. This document provides installation information from a system perspective and only for the products that are part of Cisco Unified Communications System Release 8.5(1).
The Cisco Unified Communications contact center system should have the following basic characteristics and requirements:
•A deployment that is based on Cisco recommendations and guidelines for network design, architecture, and deployment models
•A new greenfield system deployment or integration with a legacy system deployment
•An installation of these systems, not an upgrade from previous software versions. This topic only provides information related to installing components that are present in the Cisco Unified Communications System. See Release Set Versions in Chapter 2 "Preparing for Your System Installation" for more information.
Note If you have a legacy system with PBXs and other such products that need to interoperate with the Cisco Unified Communications system, see Interoperability and Compatibility Portals for interoperability and integration information.Because of the variety of the installations and the complexity of the procedures that are required to completely set up a contact center system, this document does not provide installation procedures for:
•Individual standalone components and features of these components
•Third-party coresident applications such as antivirus, security, and remote access
•Additional third-party off-board applications such as operator console, and billing and accounting
•Server replacement (hardware installation) for components. For information on how to replace a single server or an entire cluster for Cisco Unified Communications Manager Release 8.5(1), see: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/install/8_5_1/cluster/clstr851.html
For information on supported Cisco 7800 Series Media Convergence Servers and Unified Computing System B-series servers, see: http://www.cisco.com/en/US/prod/collateral/voicesw/ps6790/ps5748/ps378/prod_brochure0900aecd8062a4f9.html
Refer to product-specific installation documents to perform the installation and configuration of the contact center products.
•Cisco Unified Communications on the Cisco Unified Computing System Solution Overview:
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6790/ps5748/ps378/solution_overview_c22-597556.html•Product-specific installation documentation for all Cisco voice products is available at:
http://www.cisco.com/cisco/web/psa/default.html?mode=prod•Links to component-specific installation documents for all contact center components in the Cisco Unified Communications System Release 8.5(1) are available at:
http://www.cisco.com/cisco/web/docs/iam/unified/ipcc851/Component_Installation_and_Configuration_Guides.html•Links to configuration information for contact center call flows and components tested in the Cisco Unified Communications System Release 8.5(1) are available at: http://docwiki.cisco.com/wiki/Category:Unified_Communications_System_Implementation
Also see Related Documentation in Chapter 3 "Performing Your System Installation".
System Installation Overview
This section includes the following sections:
•Components Installation Overview
Installation Types
The following types of deployments should be considered when installing and creating a contact center environment:
•Greenfield deployment—A completely new installation of the Cisco Unified Communications system, using no existing equipment.
•Legacy deployment—A new installation of the Cisco Unified Communications system combined with existing legacy equipment, such as TDM PBXs and third-party adjuncts, which may require long-term co-existence and integration or eventual migration to the new installation.
•Installed base ("brownfield" deployment)—An existing Cisco Unified Communications system, which requires an upgrade/migration from a previous system release to the current system release. For more information about upgrading an existing installation, see the system upgrade topics later in this document.
Note When performing upgrades, be aware of backward compatibility issues such as coexistence and interoperability with sites on previous system release versions.Release Sets
Arelease set is defined as the combination of products, components, and software versions that were tested to work together as an integrated Cisco Unified Communications system. A particular system release is also referred to as a release set.
Legacy Deployment and Installed Base Release Sets
If you are dealing with a legacy or "brownfield" deployment, you need to be aware of interoperability issues between legacy or existing component versions and the Cisco Unified Communications System Release 8.5(1) component versions.
You can browse a previous system release set by product release version in a summary matrix. Use the following links if you are unfamiliar with the version content of release sets deployed in contact center environments:
•Cisco Unified Communications System Release Summary Matrix for Contact Center at: http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/unified/communications/system/versions/CCMtrix.html
•IP Communications System Test Release at: http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/GB_resources/ipcmtrix.htm
You can also see Interoperability and Compatibility Portals for information about support for legacy products and third-party product interoperability with Cisco contact center products.
Greenfield Deployment Release Set
If you are dealing with a greenfield deployment, be aware that certain features, applications, and components are part of the Cisco Unified Communications System Release 8.5(1) family of products and have been tested and verified for interoperability and compatibility.
Based on your specific network design, you may choose to install all or some of these features, applications, and components. For a list of components that apply to a contact center environment, see Components Installation Overview.
For information about the Cisco Unified Communications System Release 8.5(1) contact center components and their software and firmware versions, see Release Set Versions in Chapter 2 "Preparing for Your System Installation".
System Installation Roadmap
Table 1-1 provides an overview of the tasks that are performed in the installation of the Cisco Unified Communications contact center system.
Table 1-1 Overview of Installation Tasks
Task RemarksStep 1
Perform preinstallation tasks.
See Before You Begin in Chapter 2 "Preparing for Your System Installation," and refer to the tasks that are described in the individual product installation documents.
Step 2
Install and cable the hardware.
—
Step 3
Install and configure the software for the components to enable functionality between the installed components.
See Chapter 3 "Performing Your System Installation." for the installation sequence of the components. Refer to the detailed installation and configuration tasks described in the individual product installation and configuration documents.
Additional configuration information for contact center call flow and components tested in the Cisco Unified Communications System
Release 8.5(1) is available at: http://docwiki.cisco.com/wiki/Category:Unified_Communications_System_ImplementationStep 4
Initialize installed components and ensure that components are functional.
•Applications at the system level (such as cold start, elapse time)
•Each application at the node level
Step 5
Perform verification and validation testing in between installing components to ensure that the installed components interoperate.
—
Step 6
Integrate between Cisco and third-party or legacy products to ensure interoperability.
See Before You Begin in Chapter 2 "Preparing for Your System Installation," and refer to the tasks that are described in the individual product installation documents.
Step 7
Perform postinstallation tasks.
See Postinstallation Tasks in Chapter 3 "Performing Your System Installation".
Components Installation Overview
The Cisco Unified Communications contact center environment consists of the following primary software components:
•Call processing infrastructure consisting of Cisco Unified Communications Manager components
•Contact center routing and agent management provided by Cisco Unified Contact Center Enterprise (Unified CCE), which is based on the Unified Intelligent Contact Management Enterprise
(Unified ICME) software•Queuing provided by either Unified IP IVR, Cisco Unified Contact Center Express (Unified CCX) or Unified CVP, including Unified CVP self-service for queuing and call treatment
Note Typically, in most contact center deployments, you need to install only one of these components for queuing and call treatment purposes. However, if you want to deploy a parent and child model, you can install both components.•Agent desktop client applications consisting of the Cisco Agent Desktop (CAD) or Cisco Telephony Integration Object Server (CTI OS) desktop software
Note Typically, in most contact center deployments, you need to install only one of these components for agent desktop capabilities.•Product options such as Cisco Unified Expert Advisor that extend the call center by allowing an expert to handle certain incoming calls
•Web-based reporting applications for Cisco Unified Communications family of products such as Cisco Unified Intelligence Center (Unified Intelligence Center)
In addition to these core components, the following Cisco hardware and software products are part of a typical contact center deployment:
•Cisco Unified IP Phones
•Cisco gateways and gatekeepers/proxy servers
•Cisco LAN/WAN infrastructure and components
•Cisco security components
•Network management tools
•Cisco Unified Computing System
Table 1-2 provides an overview of components in the Cisco Unified Communications System Release 8.5(1) product family that can be installed and configured in contact center environments.
For additional information, refer to Cisco Unified Communications System Product Comparison at:
http://www.cisco.com/en/US/products/sw/voicesw/products_category_buyers_guide.html
For information on the component software versions, see Release Set Versions in Chapter 2 "Preparing for Your System Installation".
Note Some of the listed components might not apply to particular installations. Therefore, if there is an application, component, or feature listed that you do not require in your environment, you need not include them in your deployment.
For installation information on Cisco Unified Communications System Release 8.5(1) IP telephony components, see the following:
•System Installation and Upgrade for IP Telephony: http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC8.5.1/ipt_system_inst_upg/suimt.pdf
System Installation Strategies
This section discusses the installation strategies for contact center components in the release set being deployed. Details of individual components installations are not described unless additional information or clarification is required.
Installation of new networks in Cisco Unified Communications contact center environments (using new hardware) is supported via a flash-cut or a shrink-and-grow approach.
Single-Stage Installation Using New Hardware (for Greenfield Deployments)
A completely new network is built using the components and software versions in the current Cisco Unified Communications System release set. The new system is operational once it is turned on and the required software is installed and initial configuration is completed.
Single-Stage Installation Using New Hardware (for Legacy Deployments)
A new network using the components and software versions in the current Cisco Unified Communications System release set is built alongside the legacy network. The new network is staged and configured to support the production environment.
In this strategy, you can implement the release versions on the new hardware and migrate all users from the existing legacy network to the new network in a single installation window using a flash-cut installation process.
Because interoperability is not required with the legacy system, components of the legacy system need not be upgraded and can remain at their original release versions. After all users have been moved to the newly installed system, the legacy system is decommissioned.
Multistage Installation using New Hardware (for Legacy Deployments)
A new network using the components and software versions in the current Cisco Unified Communications System release set is built alongside the legacy network. The new network is staged and configured to support the production environment.
This strategy uses either a flash-cut or shrink-and-grow installation process or a combination of both to:
•Deploy all the applications in one installation window (flash-cut) or in several installation windows (shrink-and-grow).
•Migrate all the users in one installation window (flash-cut) or in multiple installation windows (shrink-and-grow).
After all users have been moved to the newly installed system, the legacy system is decommissioned.
Multisite Phased Installation
For large enterprises with many sites, you can install one site at a time in multiple phases. Depending on whether it is a greenfield or legacy deployment, within each site, you can either employ the single-stage or multistage installation strategies described in this section.
Interoperability and Compatibility Portals
For information about support for legacy products and third-party product interoperability with Cisco Unified Communications contact center products, see the Cisco Interoperability Portal at:
www.cisco.com/go/interoperability
For software and hardware compatibility and interoperability information about Unified Communications Manager, Unified Contact Center Enterprise, Unified IP IVR and other Cisco Unified Communications contact center products, see the following sites:
•Cisco Unified Communications Compatibility Tool:
http://tools.cisco.com/ITDIT/vtgsca•Cisco Unified Communications Manager (CallManager) Compatibility Information: http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_device_support_tables_list.html
•Hardware and Software Compatibility Information for Cisco Unified Presence Release 8.5(1), including TCP and UDP port usage: http://www.cisco.com/en/US/products/ps6837/products_device_support_tables_list.html
•Cisco Unified Contact Center Enterprise (Unified CCE) Software Compatibility Guide: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/compatibility_matrices/guide/ipcccompat.pdf
•Hardware and System Software Specification (Bill of Materials), Cisco Unified Intelligent Contact Management & Cisco Unified Contact Center Enterprise & Hosted Editions: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/icm80bom.pdf
•Cisco Unified Contact Center Express (Cisco Unified CCX) Software and Hardware Compatibility Guide: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
•Hardware and System Software Specification for Cisco Unified Customer Voice Portal
(Unified CVP), Release 8.5(1) at: http:/www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html•Cisco Computer Telephony Integration Option: CTI Compatibility Matrix:
http://www.cisco.com/en/US/products/sw/custcosw/ps14/prod_technical_reference_list.html•Cisco 7800 Series Media Convergence Servers: http://www.cisco.com/en/US/products/hw/voiceapp/ps378/prod_brochure_list.html
•Hardware and Software Interoperability Matrix for Unified Computing System (UCS) B-series Servers: http://www.cisco.com/en/US/docs/unified_computing/ucs/interoperability/matrix/hw_sw_interop_matrix_seriesB_111.pdf
•Hardware and Software Interoperability Matrix for Unified Computing System (UCS) C-series Servers: http://www.cisco.com/en/US/docs/unified_computing/ucs/interoperability/matrix/hw_sw_interop_matrix_seriesC_101.pdf
•Cisco Unified Communications Manager Server Support Matrix: http://www.cisco.com/en/US/products/hw/voiceapp/ps378/prod_brochure0900aecd8062a4f9.html
•Cisco Unified Communications Virtualization (including links to UCS hardware information): www.cisco.com/go/uc-virtualized
•Cisco Unified Communications System Release Summary Matrix for Contact Center: http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/unified/communications/system/versions/CCMtrix.html
•IP Communications System Test Release: http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/GB_resources/ipcmtrix.htm