Contents

Introduction

Prerequisites

Requirements

Components Used

Background

Procedure

Section 1: Certificate Exchange Between CVP and ADS Servers

Step 1. Export CVP Server Certificates

Step 2. Import CVP Servers WSM Certificate to ADS Server

Step 3. Export ADS Server Certificate

Step 4. Import ADS Server to CVP Servers and Reporting Server

Section 2: Certificate Exchange Between VOS Platform Applications and ADS Server

Step 1. Export VOS Platform Application Server Certificates.

Step 2. Import VOS Platform Application to ADS Server

Section 3: Certificate Exchange Between Roggers , PG and  ADS Servers

Step 1. Export IIS Certificate from Rogger and PG Servers

Step 2. Export Diagnostic Framework Portico (DFP) Certificate from Rogger and PG Servers

Step 3. Import Certificates into ADS Server

Section 4: CVP CallStudio WEBService Integration

Related Information

Introduction

This document describes how to exchange self signed certificates between principal administration server (ADS/AW) and other application server in Cisco Packaged Contact Center Enterprise (PCCE) solution.

Contributed by Anuj Bhatia, Robert Rogier and Ramiro Amaya, Cisco TAC Engineers.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

- PCCE  Release 12.5(1)

- Customer Voice Portal (CVP) Release 12.5 (1)

Components Used

The information in this document is based on these software versions:

- PCCE 12.5(1)

- CVP 12.5(1)

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Background

In PCCE solution from 12.x all devices are controlled via Single Pane of Glass (SPOG) which is hosted in the principal AW server. Due to security-management-compliance (SRC) in PCCE 12.5(1) version all the communication between SPOG and other servers in the solution are strictly done via secure HTTP protocol.

Certificates are used in order to achieve seamless secure communication between SPOG and the other devices. In a self-signed certificate environment, certificate exchange between the servers becomes a must. This certificate exchange is also necessary to enable new features that are present in 12.5(1) version such as Smart Licensing, Webex Experience Management (WXM) and Customer Virtual Assistant (CVA).

Procedure

These are the the components from which self-signed certificates are exported and components into which self-signed certificates need to be imported.

(i) Principal AW server: This server requires certificate from:

- Windows platform:

- ICM:  Router and Logger(Rogger){A/B}, Peripheral Gateway (PG){A/B}, all ADS  and Email and Chat (ECE) servers.

- Note: IIS and diagnostic framework certificates are needed.

- CVP: CVP servers, CVP Reporting server.

- Note 1: Web Service Management (WSM) certificate from the servers are needed.

- Note 2: Certificates must be with Fully Qualified Domain Name (FQDN).

- VOS Platform: Cloud Connect, Cisco Virtual Voice Browser (VVB), Cisco Unified Call Manager (CUCM), Finesse, Cisco Unified Intelligent Center (CUIC), Live Data (LD), Identity Server (IDS) and other applicable servers.

Same applies for other ADS servers in the solution.

(ii) Router \ Logger Server: This server requires certificate from:

- Windows platform:  All ADS servers IIS certificate.

(iii) CUCM PG Server: This server requires certificate from:

- VOS Platform: CUCM publisher.

- Note: This is needed to download the JTAPI client from CUCM server.

(iv) CVP Server: This server requires certificate from

- Windows platform:  All ADS servers IIS certificate

- VOS Platform: Cloud Connect server for WXM Integration, VVB Server for Secure SIP and HTTP communication.

(v) CVP Reporting server: This server requires certificate from:

- Windows platform:  All ADS servers IIS certificate

(vi) VVB Server: This server requires certificate from:

- Windows platform: CVP VXML Server (Secure HTTP), CVP Call server (Secure SIP)

The steps needed to effectively exchange the self-signed certificates in the solution are divided in three sections.

Section 1: Certificate Exchange Between CVP Servers and ADS Servers.

Section 2: Certificate Exchange Between VOS Platform Applications and ADS Server.

Section 3: Certificate Exchange Between Roggers, PGs and ADS Server.

Section 1: Certificate Exchange Between CVP and ADS Servers

The steps needed to complete this exchange successfully are:

Step 1. Export CVP Server WSM Certificates.

Step 2. Import CVP Server WSM Certificate to ADS Server.

Step 3. Export ADS Server Certificate.

Step 4. Import ADS Server to CVP Servers and CVP Reporting Server.

Step 1. Export CVP Server Certificates

Before you export the certificates from the CVP servers you need to regenerate the certificates with the FQDN of the server, otherwise, few features like Smart Licensing, CVA and the CVP synchronization with SPOG can experience problems.

Caution: Before you begin, you must do this:

- Obtain the keystore password. Run this command:

more %CVP_HOME%\conf\security.properties

- Copy the %CVP_HOME%\conf\security folder to another folder.

- Open a Command window as Administrator to run the commands.

Note: You can streamline the commands used in this document by the use of the keytool parameter -storepass. For all CVP servers, you paste in the password obtained from the security.properties file specified. For the ADS servers you type the password: changeit

To regenerate the certificate on the CVP servers follow these steps:

(i) List the certificates in the server

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -list

Note: The CVP Servers have these self-signed certificates: wsm_certificate , vxml_certificate , callserver_certificate. If you use the parameter -v of the keytool you are able to see more detailed information of each certificate. In addition you can add the ">" symbol at the end of the keytool.exe list command to send the output to a text file, for exmple:  >  test.txt

(ii) Delete the old self-signed certificates

CVP servers : command to delete the self-signed certificates:

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -delete -alias wsm_certificate

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -delete -alias vxml_certificate

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -delete -alias callserver_certificate

CVP Reporting servers:  command to delete the self-signed certificates:

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -delete -alias wsm_certificate

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -delete -alias callserver_certificate

Note: CVP Reporting servers have these self-signed certificates wsm_certificate, callserver_certificate.

(iii) Generate the new self-signed certificates with the FQDN of the server

CVP servers

Command to generate the self-signed certificate for WSM:

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -genkeypair -alias wsm_certificate -keysize 2048 -keyalg RSA -validity XXXX

Specify the FQDN of the server, on the question what is your fist and last name?

Complete these other questions:

What is the name of your organizational unit?

[Unknown]: <specify OU>

What is the name of your organization?

[Unknown]: <specify the name of the org>

What is the name of your City or Locality?

[Unknown]: <specify the name of the city/locality>

What is the name of your State or Province?

[Unknown]: <specify the name of the state/province>

What is the two-letter country code for this unit?

[Unknown]: <specify two-letter Country code>

Specify yes for the next two inputs.

Perform the same steps for vxml_certificate and callserver_certificate:

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -genkeypair -alias vxml_certificate -keysize 2048 -keyalg RSA -validity XXXX

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -genkeypair -alias callserver_certificate -keysize 2048 -keyalg RSA -validity XXXX

Reboot the CVP call server.

CVP Reporting servers

Command to generate the self-signed certificates for WSM:

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -genkeypair -alias wsm_certificate -keysize 2048 -keyalg RSA -validity XXXX

Specify the FQDN of the server for the query what is your fist and last name ? and follow the same steps as done with CVP servers.

Perform the same steps for callserver_certificate:

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -genkeypair -alias callserver_certificate -keysize 2048 -keyalg RSA -validity XXXX

Reboot the Reporting  servers.

Note: By default, the self-signed certificates are generated for two years. Use -validity XXXX to set the expiry date when certificates are regenerated, otherwise certificates are valid for 90 days. For most of these certificates, 3-5 years must be a reasonable validation time.

Here are some standard validity inputs:

One Year

365

Two Years

730

Three Years

1095

Four Year

1460

Five Years

1895

Ten Years

3650

Caution: In 12.5 certificates must be SHA 256, Key Size 2048, and encryption Algorithm RSA, use these parameters to set these values: -keyalg RSA and -keysize 2048. It is important that the CVP keystore commands include the -storetype JCEKS parameter. If this is not done, the certificate, the key, or worse the keystore can become corrupted.

(iv) Export wsm_Certificate from CVP and Reporting servers

a) Export WSM Certificate from each CVP server to a temporary location, and rename the certificate with a desired name. You can rename it as wsmcsX.crt. Replace "X" with a unique number or letter. that is wsmcsa.crt, wsmcsb.crt.

Command to export the self-signed certificates:

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -export -alias wsm_certificate -file %CVP_HOME%\conf\security\wsm.crt

b) Copy the certificate from the path C:\Cisco\CVP\conf\security\wsm.crt, rename it to wsmcsX.crt and move it to a temporary folder on the ADS server.

Step 2. Import CVP Servers WSM Certificate to ADS Server

To import the certificate in ADS server you need to use the keytool which is a part of java toolset. There are couple of ways you can find the java home path where this tool is hosted.

(i)  CLI command > echo %JAVA_HOME%

(ii)  Manually via Advanced system setting, as shown in the image.

On PCCE 12.5 default path is C:\Program Files (x86)\Java\jre1.8.0_221\bin

Command to import the self-signed certificates:

keytool -keystore "C:\Program Files (x86)\Java\jre1.8.0_221\lib\security\cacerts"  -import -storepass changeit -alias {fqdn_of_cvp} -file c:\temp\certs\wsmcsX.crt

Note: Repeat the commands for each CVP in the deployment and perform the same task on other ADS servers

d) Restart the Apache Tomcat service on the ADS servers.

Step 3. Export ADS Server Certificate

For CVP Reporting server you have to exports the ADS certificate and import i into the Reporting server. Here are the steps:

(i) On ADS server from a browser, navigate to the server url : https://{servername}

(ii) Save the certificate to a temporary folder, for example: c:\temp\certs and name the certificate as ADS{svr}[ab].cer

Note: Select the option Base-64 encoded X.509 (.CER).

Step 4. Import ADS Server to CVP Servers and Reporting Server

(i) Copy the certificate to CVP Servers and CVP Reporting server in the directory C:\Cisco\CVP\conf\security.

(ii)  Import the certificate to CVP servers and CVP Reporting server.

%CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -import -trustcacerts -alias {fqdn_of_ads} -file %CVP_HOME%\conf\security\ICM{svr}[ab].cer

Perform the same steps for other ADS servers.

(iii) Restart the CVP Servers and Reporting server

Section 2: Certificate Exchange Between VOS Platform Applications and ADS Server

The steps needed to complete this exchange successfully are:

Step 1. Export VOS Platform Application Server Certificates.

Step 2. Import VOS Platform Application Certificates to ADS Server.

This process is applicable for all VOS applications such as:

- CUCM

- VVB

- Finesse

- CUIC \ LD \ IDS

- Cloud Connect

Step 1. Export VOS Platform Application Server Certificates.

(i) Navigate to Cisco Unified Communications Operating System Administration page: https://FQDN:8443/cmplatform

(ii) Navigate to Security > Certificate Management and find the application primary server certificates in tomcat-trust folder.

(iii) Select the certificate and click on download .PEM file to save it in a temporary folder on the ADS server.

Note: Perform the same steps for the subscriber.

Step 2. Import VOS Platform Application to ADS Server

Path to run the Key tool: C:\Program Files (x86)\Java\jre1.8.0_221\bin

Command to import the self-signed certificates:

keytool -keystore "C:\Program Files (x86)\Java\jre1.8.0_221\lib\security\cacerts"  -import -storepass changeit -alias {fqdn_of_vos}  -file c:\temp\certs\vosapplicationX.cer

Restart the Apache Tomcat service on the ADS servers.

Note: Perform the same task on other ADS servers

Section 3: Certificate Exchange Between Roggers , PG and  ADS Servers

The steps needed to complete this exchange successfully are:

Step 1: Export IIS Certificate from Rogger and PG Servers

Step 2: Export Diagnostic Framework Portico (DFP) Certificate from Rogger and PG Servers

Step 3: Import Certificates into ADS Servers

Step 1. Export IIS Certificate from Rogger and PG Servers

(i) On ADS server from a browser, navigate to the servers (Roggers , PG) url: https://{servername}

(ii)Save the certificate to a temporary folder, for example c:\temp\certs and name the cert as ICM{svr}[ab].cer

Note: Select the option Base-64 encoded X.509 (.CER).

Step 2. Export Diagnostic Framework Portico (DFP) Certificate from Rogger and PG Servers

(i) On ADS server from a browser, navigate to the servers (Roggers, PGs) DFP url : https://{servername}:7890/icm-dp/rest/DiagnosticPortal/GetProductVersion

(ii) Save the certificate to folder example c:\temp\certs and name the cert as dfp{svr}[ab].cer

Note: Select the option Base-64 encoded X.509 (.CER).

Step 3. Import Certificates into ADS Server

Command to import the IIS self-signed certificates into ADS server. The path to run the Key tool: C:\Program Files (x86)\Java\jre1.8.0_221\bin.

keytool -keystore "C:\Program Files (x86)\Java\jre1.8.0_221\lib\security\cacerts"  -import -storepass changeit -alias {fqdn_of_server}_IIS -file c:\temp\certs\ ICM{svr}[ab].cer

Example: keytool -keystore "C:\Program Files (x86)\Java\jre1.8.0_221\lib\security\cacerts"  -import -storepass changeit -alias myrgra.domain.com_IIS -file c:\temp\certs\ICMrgra.cer

Note:  Import all the server certificates exported into all ADS servers.

Command to import the diagnostic self-signed certificates into ADS server

keytool -keystore "C:\Program Files (x86)\Java\jre1.8.0_221\lib\security\cacerts"  -import -storepass changeit -alias {fqdn_of_server}_DFP -file c:\temp\certs\ dfp{svr}[ab].cer

Example: keytool -keystore "C:\Program Files (x86)\Java\jre1.8.0_221\lib\security\cacerts"  -import -storepass changeit -alias myrgra.domain.com_DFP -file c:\temp\certs\dfprgra.cer

Note: Import all the server certificates exported into all ADS servers.

Restart the Apache Tomcat service on the ADS servers.

Section 4: CVP CallStudio WEBService Integration

For detailed information about how to establish a secure communication for Web Services Element and Rest_Client element

refer to User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio Release 12.5(1) - Web Service Integration [Cisco Unified Customer Voice Portal] - Cisco

Related Information

- CVP Configuration Guide: CVP Configuration Guide - Security

- UCCE Configuration Guide: UCCE Configuration Guide - Security

- PCCE Administration Guide: PCE Admin guide - Security

- UCCE Self-Signed Certificates: Exchange UCCE Self-Signed Certificates

- Install and Migrate to OpenJDK in CCE 12.5(1): CCE OpenJDK Migration

- Install and Migrate to OpenJDK in CVP 12.5(1): CVP OpenJDK Migration