Installing and Configuring Cisco HCS for Contact Center 10.0(1) SU1

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Installing and Configuring Cisco HCS for Contact Center 10.0(1) SU1

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Updated:: May 20, 2015

Chapter: Appendix

Migrate CCE Servers to the New Domain
- Associate Virtual Machine with New Domain
- Associate Unified CCE with New Domain
Supported Gadgets and API
Cisco Unified Communications Manager Configurations
Base Configuration Parameters
IOPS values for Unified Communication Manager
Mount and Unmount ISO Files
Set Up NTP and Time Configuration at the Customer Site
CCDM Logging and MaxSizeRollBackups
- Logging
  - Set Logging Level Using the Unified System CLI in the CCDM Server
- MaxSizeRollBackups
Automation Tool Spreadsheet
Install and Configure Jabber for Windows
- Install and Configure Jabber Client
- Configure Jabber Using UCDM
  - Add End User
CUBE-SP
- Install and Configure CUBE (SP)
  - Configuring CUBE (SP) Edition
- CUBE(SP) Integration
  - Configure CUBE-SP for Small Contact Center Agent Deployment Sub Customers

Appendix

Migrate CCE Servers to the New Domain

Associate Virtual Machine with New Domain
Associate Unified CCE with New Domain

Associate Virtual Machine with New Domain
Associate Unified CCE with New Domain

Associate Virtual Machine with New Domain

Complete the following procedure to associate the virtual machine with the new domain.

Procedure

Step 1	Login to the machine using the local Administrator account.
Step 2	Launch Server Manger and click Change System Properties.
Step 3	Remove the machine from the old domain and reboot.
Step 4	Login to the machine again using the local Administrator account.
Step 5	Launch Server Manger and click Change System Properties.
Step 6	Enter the `Fully Qualified Domain Name` and click OK.
Step 7	Enter the domain administrator username and password.
Step 8	Reboot the server and log in to the domain with the domain credentials.

Associate Unified CCE with New Domain

Complete the following steps to associate the Unified CCE with the new domain.

Procedure

Step 1

Open the Domain Manager application from the Cisco Unified CCE Tools folder.

Step 2

Choose All Programs > Cisco Unified CCE Tools > Domain Manager.

Step 3

Choose the Domain Name.

Step 4

Add the Cisco Root organizational unit (OU), a Facility organizational unit (OU), and an Instance organizational unit (OU).

Step 5

Configure the following to change the domain for Unified CCE applications:

Run Web Setup.
Choose Instance Management.
Select the Instance to be modified, then click Change Domain.
The Change Domain page appears, displaying the currently configured domain and the new domain name.
Click Save.
A query is sent to confirm that you want to change the domain.
Click Yes.
The Instance List page appears.

Note

Verify the change of Domain in Administrator and Workstation Database (AWDB) and instance name in all Unified CCE components.

Supported API for HCS
Supported Gadgets for HCS
Administrator API

Supported API for HCS

API filters are built to look at the URL and the deployment model to determine if the API is accessible. It also supports read-write (GET/PUT/POST/DELETE) or read-only access to each API.

Note

Agents can only perform attribute update.

The following tables show the supported API and Gadgets for the HCS deployment model.

Table 1 Supported API for HCS
API	Create	Read	Update	Delete
Precision queue	x	x	x	x
bucket interval	x	x	x	x
Network VRU script	x	x	x	x
activedirectorydomain		x
agent		x	x (only attribute assignment)
agentpqcount		x
asyncrequeststatus	x		x	x
attribute	x	x	x	x
capacity		x
configlimit		x	x
congestion control		x	x
deploymenttypeinfo		x	x
mediaroutingdomain		x
notreadyreasoncode		x	x	x
prlimits-pqagentCount		x
prlimits-pqstepagentCount		x
pqstepreview
serviceability		x

Supported Gadgets for HCS

To access the gadget, on the database server, click Start and navigate to All Programs > Cisco Unified CCE Tools->Administration Tools and open Unified CCE Web administration. The following table shows the CRUD operations supported by the HCS gadgets.

Gadget	Create	Read	Update	Delete
Agent		x	x (only attribute assignment)
Attribute	x	x	x	x
Precision queue	x	x	x	x
Reason Code	x	x	x	x
Bucket interval	x	x	x	x
Network VRU script	x	x	x	x
congestion control		x	x
deploymenttype		x	x
serviceability		x
Supervisor		x	x

x- Stands for supported

Administrator API

An administrator is an Active Directory user who has been provided access to the system.

Use the Administrator API to list the administrators currently defined in the database, define new administrators, and view, edit, and delete existing administrators.

URL

https://<server>:<serverport>/unifiedconfig/config/administrator

For more details on Administrator API, See Cisco Packaged Contact Center Enterprise Developer Reference Release 10.0(x) Chapter 3 Administrator API .

Cisco Unified Communications Manager Configurations

Provision Cisco Unified Communications Manager
Provision Cisco Unified Communications Manager for Core Component Integrated Options
Provision Cisco Unified Communication Manager for Optional Cisco Components

Provision Cisco Unified Communications Manager
Provision Cisco Unified Communications Manager for Core Component Integrated Options
Provision Cisco Unified Communication Manager for Optional Cisco Components

Provision Cisco Unified Communications Manager

Complete the following procedures to provision Cisco Unified Communications Manager.

Note

This section is only for reference. You must configure Unified CM using Unified Communications Domain Manager.

Set Up Device Pool
Set Up Unified Communications Manager Groups
Set Up CTI Route Point
Set Up Trunk
Set Up SIP Options
Set Up Application User
Set Up Route Pattern
Set Up Conference Bridge
Set Up Media Termination Point
Set Up Transcoder
Set Up Media Resource Group
Set Up Enterprise Parameters
Set Up Service Parameters
Set up Music on Hold Server Audio Source
Set up Service Parameters for Music on Hold
Set up Phone Configuration for Music on Hold

Set Up Device Pool
Set Up Unified Communications Manager Groups
Set Up CTI Route Point
Set Up Trunk
Set Up Application User
Set Up SIP Options
Set Up Route Pattern
Set Up Conference Bridge
Set Up Media Termination Point
Set Up Transcoder
Set Up Media Resource Group
Set Up and Associate Media Resource Group List
Set Up Enterprise Parameters
Set Up Service Parameters
Set up Recording Profile
Configuring Device
Disable iLBC, iSAC and g.722 for Recording Device
Set up Music on Hold Server Audio Source
Set up Service Parameters for Music on Hold
Set up Phone Configuration for Music on Hold

Set Up Device Pool

Complete the following procedure to configure a device pool.

Procedure

Step 1	Choose System > device pool.
Step 2	Click Add new.
Step 3	Provide an appropriate device pool name in Device Pool Name.
Step 4	Select a corresponding Call manager group in Cisco Unified Communications Manager group.
Step 5	Select appropriate Date/Time Group and Region.
Step 6	Select an appropriate Media resource group list in Media Resource Group List.
Step 7	Click Save.

Set Up Unified Communications Manager Groups

Complete the following procedure to add a Unified Communications Manager to the Unified Communications Manager Group.

Before you configure a Unified Communications Manager Group, you must configure the Unified Communications Managers that you want to assign as members to that group.

Procedure

Step 1	Login to the Cisco Unified Communication Manager Administration page, choose System > Server.
Step 2	Make sure that you configured both the Publisher and Subscriber. Click Add New. Select appropriate Server Type Eg: CUCM Voice/Video Select Next. Enter the Host Name/IP Address. Click Save.
Step 3	Choose System > Cisco Unified CM.
Step 4	Click Find.
Step 5	Make sure that you configured both the Publisher and Subscriber.
Step 6	Choose System > Cisco Unified CM Group.
Step 7	Add both Cisco Unified Communications Managers to the Default Unified Communications Manager Group. Select Default and from the Available Cisco unified communication managers select both Publisher and Subscriber to Selected Cisco Unified Communications Managers
Step 8	Click Save.

Set Up CTI Route Point

Complete the following procedure to add a computer telephony integration (CTI) route point for agents to use for transfer and conference.

Procedure

Step 1

Choose Device > CTI Route Point.

Step 2

Click Add New.

Step 3

Use the wildcard string XXXXX to represent the digits of the dialed number configured on the Unified CCE.

Note

For example, the preconfigured dialed number in the Unified CCE for an agent phone is 10112.

Step 4

Select the appropriate device pool.

Step 5

Click Save.

Set Up Trunk

Complete the following procedure to configure a trunk for the Unified CVP Servers.

Procedure

Step 1	Choose Device > Trunk.
Step 2	Click Add New.
Step 3	From the Trunk Type drop-down list, choose SIP Trunk, and then click Next.
Step 4	In the Device Name field, enter a name for the SIP trunk.
Step 5	In the Description field, enter a description for the SIP trunk. Enter the SIP Trunk name in the Device Name Field. Select the appropriate Device Pool.
Step 6	Click Next.
Step 7	In the Trunk Configuration window, enter the appropriate settings: Uncheck the Media Termination Point Required check box. Enter the Destination Address. Select the appropriate SIP Trunk Security Profile From the SIP Profile drop-down list, choose Standard SIP Profile. From the DTMF Signaling Method drop-down list, choose RFC 2833.
Step 8	Click Save.

Set Up Application User

Procedure

Step 1

Choose User Management > Application User.

Step 2

In the Application User Configuration window, click Add New.

Step 3

Enter the User ID that you entered in Set Up Enterprise Parameters. Unified CCE defines the user ID as pguser.

Step 4

Enter cisco in the Password field.

Note

If you change this user ID or password in Unified CCE, you must also change the Unified Communications Manager application user configuration.

Step 5

Add the application user to the Standard CTI Enabled Group and Role:

Click Add to Access Control Group.
Select the Standard CTI Enabled group.
Select the Standard CTI Allow Control of Phones supporting Connected Xfer and conf group.
Select the Standard CTI Allow Control of Phones supporting Rollover Mode group.
Click Add Selected.
Click Save.

Step 6

Associate the CTI route points and the phones with the application user.

Step 7

Click Save.

Set Up SIP Options

Procedure

Step 1	Choose Device > Device Settings > SIP Profile.
Step 2	Find and select Standard SIP Profile.
Step 3	Check Enable OPTIONS Ping to monitor destination status for Trunks with Service Type "None (Default)".
Step 4	Click Save.
Step 5	Click Reset.

Set Up Route Pattern

Procedure

Step 1

Choose Call Routing > Route Hunt > Route Pattern.

Step 2

Add a route pattern for the A-side Unified CVP routing clients.

Click Add New.
In the Route Pattern field, enter 999911!
In the Gateway/Route List field, choose SIPTRK_to_CVP_1.
Click Save.

Step 3

Add a route pattern for the B-side Unified CVP routing clients.

Click Add New.
In the Route Pattern field, enter 999922!
In the Gateway/Route List field, choose SIPTRK_to_CVP_2.
Click Save.

Step 4

Add a route pattern for the Cisco Unified Communications Manager routing client.

Click Add New.
In the Route Pattern field, enter 999933!
In the Gateway/Route List field, choose SIPTRK_to_CVP_1.

Click Save.

Note

These route patterns must match the network VRU label defined in Unified CCE. The predefined network VRU label for the side A is 9999111010. The predefined network VRU label for the side B is 9999221010. The predefined network VRU label for Unified Communications Manager is 9999331010.

Set Up Conference Bridge

Procedure

Step 1	Choose Media Resources > Conference bridge.
Step 2	Add a conference bridge for each ingress/VXML combination gateway in the deployment.
Step 3	In the Conference Bridge name field, enter a unique identifier for the conference bridge name that coincides with the configuration on the gateway.
Step 4	Click Save.
Step 5	Click Apply Config.

Set Up Media Termination Point

Procedure

Step 1	Choose Media Resources > Media Termination Point.
Step 2	Add a media termination point for each ingress/VXML combo gateway in the deployment.
Step 3	In the Media Termination Point Name field, enter a media termination point name for each ingress/VXML combo gateway in the deployment.
Step 4	Click Save.
Step 5	Click Apply Config.

Set Up Transcoder

Procedure

Step 1	Choose Media Resources > Transcoder.
Step 2	Add a transcoder for each ingress/VXML combo gateway in the deployment.
Step 3	In the Device Name field, enter a unique identifier for the transcoder that coincides with the configuration on the gateway.
Step 4	Click Save.
Step 5	Click Apply Config.

Set Up Media Resource Group

Complete the following procedure to configure a media resource group for conference bridge, media termination point, and transcoder.

Procedure

Step 1	Choose Media Resources > Media Resource Group.
Step 2	Add a Media Resource Group for Conference Bridges.
Step 3	Select all the hardware conference bridge resources configured for each ingress/VXML combination gateway in the deployment and add them to the group.
Step 4	Click Save.
Step 5	Choose Media Resources > Media Resource Group.
Step 6	Add a Media Resource Group for Media Termination Point.
Step 7	Select all the hardware media termination points configured for each ingress/VXML combination gateway in the deployment and add them to the group.
Step 8	Click Save.
Step 9	Choose Media Resources > Media Resource Group.
Step 10	Add a Media Resource Group for Transcoder.
Step 11	Select all the transcoders configured for each ingress/VXML combination gateway in the deployment and add them to the group.
Step 12	Click Save.

Set Up and Associate Media Resource Group List

Complete the following procedure to configure and associate a media resource group list. Add the media resource group list to the following devices and device pool.

Procedure

Step 1	Choose Media Resources > Media Resource Group List.
Step 2	Add a Media Resource Group list and associate all of the media resource groups.
Step 3	Click Save.
Step 4	Choose System > Device Pool.
Step 5	Click Default.
Step 6	From the Media Resource Group List drop-down list, choose the media resource group added in Step 2.
Step 7	Click Save.
Step 8	Click Reset.
Step 9	Choose Device > CTI Route Point.
Step 10	Click the configured CTI Route Point. For more information, see Set Up CTI Route Point.
Step 11	From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
Step 12	Click Save.
Step 13	Click Reset.
Step 14	Choose Device > SIP Trunk.
Step 15	Click the configured SIP Trunk for side A. For more information, see Set Up Trunk.
Step 16	From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
Step 17	Click Save.
Step 18	Click Reset.
Step 19	Click the configured SIP Trunk for side B. For more information, see Set Up Trunk.
Step 20	From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
Step 21	Click Save.
Step 22	Click Reset.

Set Up Enterprise Parameters

Procedure

Step 1

Choose System > Enterprise Parameter.

Step 2

Configure the Cluster Fully Qualified Domain Name, ccm.hcscc.icm.

Note

The Cluster Fully Qualified Domain Name is the name of the Unified Communications Manager Server Group defined in Unified CVP.

Set Up Service Parameters

Complete the following procedure to modify the maximum number of conference participants that the conference bridge support and maximum total number of call parties that the media termination point will support. This parameter change is required only for SCC deployment model.

Procedure

Step 1	Login to the CUCM Administration page.
Step 2	Under the System tab, Select Service Parameter.
Step 3	Select the CUCM server from the drop-down list.
Step 4	Select the service 'Cisco IP Voice Media Streaming App'.
Step 5	Under 'Conference Bridge (CFB) Parameters' modify the default value of 'Call Count' parameter(0-256).
Step 6	Under 'Media Termination Point (MTP) Parameters' modify the default value of 'Call Count' parameter(0-512).

Set up Recording Profile

Procedure

Step 1	Select Device > Device Settings > Recording Profile in Unified CM Administration.
Step 2	Configure the recording profile name, and the recording destination address (enter the route pattern number you configured for MediaSense, and click Save.

Configuring Device

Procedure

Step 1	Choose the audio forking phone.
Step 2	Select the Built In Bridge configuration for this device and change the setting to ON.
Step 3	Access the Directory Number Configuration page for the line to be recorded.
Step 4	If you are using a recording partner, select either Automatic Call Recording Enabled or Application Invoked Call Recording Enabled from the Recording Option drop-down list, according to the recording partner recommendations. If you are not using a recording partner, select Automatic Call Recording Enabled .
Step 5	Select the recording profile created earlier in this procedure.

Disable iLBC, iSAC and g.722 for Recording Device

Cisco MediaSense recording sessions using the following supported Codecs:

Audio recordings: g.711 (aLaw or μLaw) or g.729(a or b) codecs
Video recordings: h.264 baseline (48k Hz sampling rate only) codecs

Caution

Cisco MediaSense does not support internet Low Bit Rate Codec (iLBC) or internet Speech Audio Codec (iSAC). Consequently, you must disable these features in Unified CM before you proceed with the Cisco MediaSense configuration.

Procedure

Step 1	Select System > Service parameters in the Unified CM Administration console.
Step 2	On the Service Parameter Configuration web page, select the required server and service (Cisco CallManager) from the Select Server and Service drop-down lists.
Step 3	Go to the Cluster-wide Parameters (Location and Region) section and locate the iLBC Codec Enabled parameter, the iSAC Codec Enabled parameter and the g.722 Codec Enabled parameter.
Step 4	Set the value for three of these parameters as Enable for All Devices Except Recording-Enabled Devices and save your configuration.

Set up Music on Hold Server Audio Source

Procedure

Step 1

Navigate to Media Resources > Music On Hold Audio Source.

Step 2

Select the default Sample Audio Source.

Step 3

Select Initial Announcement from drop-down list, it is optional.

Step 4

Click Save.

Note

If you have to create new Audio Source then follow the below steps:

Click Add New.
Select MOH Audio Stream Number from drop-down list.
Choose MOH Audio Source File from the drop-down list.
Enter MOH Source Name.
Choose Initial Announcement from the drop-down list.
Click Save.

Set up Service Parameters for Music on Hold

Procedure

Step 1	Navigate to System > Service Parameters.
Step 2	Select MOH Server.
Step 3	Select the Cisco IP Voice Media Streaming App service.
Step 4	In Supported MOH Codecs field, select the required Codec and Click Ok in the pop-up window.
Step 5	Click Save.

Set up Phone Configuration for Music on Hold

Procedure

Step 1	Navigate to Device > Phone.
Step 2	Select the phone for which you want to configure MOH.
Step 3	For User Hold MOH Audio Source select the Audio Source that is added in the section Add Music on Hold Server Audio Source.
Step 4	For Network Hold MOH Audio Source select the Audio Source that is added in the section Add Music on Hold Server Audio Source.
Step 5	Click Save and Apply Config and reset the phone.

Provision Cisco Unified Communications Manager for Core Component Integrated Options

Configure Agent Greeting
Configure Mobile Agent
Configure Local Trunk
Configure Outbound Dialer
Configure A-Law Codec
Create SIP Trunk between CUCM and CUBE (SP)

Configure Agent Greeting
Configure Mobile Agent
Configure Local Trunk
Configure Outbound Dialer
Configure A-Law Codec
Create SIP Trunk between CUCM and CUBE (SP)

Configure Agent Greeting

Procedure

Step 1	Enable Built-in-Bridge for the local agent phones to support Agent Greeting.
Step 2	Click System > Service parameters to activate Built-in-Bridge option in Unified Communications Manager.
Step 3	Select a Unified Communications Manager server from the Server drop-down list.
Step 4	Select Cisco CallManager(Active) from the Service drop-down list.
Step 5	Under Clusterwide Parameters (Device-Phone), select On for Built-in-Bridge Enable.
Step 6	Click Save.

Configure Mobile Agent

Complete the following procedure to configure CTI ports for Unified Mobile Agent.

Procedure

Step 1	In Unified Communications Manager Administration, choose Device > Phone.
Step 2	Click Add a New Phone.
Step 3	Select CTI Port from the Phone Type drop-down list.
Step 4	Click Next.
Step 5	In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished. Using the example naming convention format LCPxxxxFyyyy: LCP identifies the CTI Port as a local device. xxxx is the peripheral ID for the Unified Communications Manager PIM. yyyy is the local CTI Port. The name LCP5000F0000 would represent CTI Port: 0 in a local CTI Port pool for the Unified Communications Manager PIM with the peripheral ID 5000.
Step 6	In Description, enter text identifying the local CTI Port pool.
Step 7	Use the Device Pool drop-down list to choose the device pool to which you want network CTIPort pool assigned. (The device pool defines sets of common characteristics for devices.)
Step 8	Click Save.
Step 9	Highlight a record and select Add a New DN.
Step 10	Add a unique directory number for the CTI port you just created.
Step 11	When finished, click Save and Close.
Step 12	Repeat the above steps to configure the network CTI Port pool.
Step 13	In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished. Use the example naming convention format RCPxxxxFyyyy, where: RCP identifies the CTI Port as a network device. xxxx is the peripheral ID for the Unified Communications Manager PIM. yyyy is the network CTI Port. The name RCP5000F0000 would represent CTI Port: 0 in a network CTI Port pool for the Unified Communications Manager PIM with the peripheral ID 5000.
Step 14	In Description, enter text identifying the network CTI Port pool.
Step 15	Use the Device Pool drop-down list to choose the device pool to which you want network CTI Port pool assigned. (The device pool defines sets of common characteristics for devices.)
Step 16	Click Save.
Step 17	Highlight a record and select Add a New DN.
Step 18	Add a unique directory number for the CTI port you just created.
Step 19	When finished, click Save and Close.

Configure Local Trunk

Complete the following procedure to configure Unified Communications Manager for Local Trunk.

Procedure

Step 1	From Unified Communications Manager Administration choose System > Location.
Step 2	Click Find to list the locations and add new ones with appropriate bandwidth (8000).
Step 3	For the branch phones, configure each phone so that it is assigned the branch location for that phone. Choose Device > Phone. Click Find to list the phones. Select a phone and set the Location field.
Step 4	Verify that the Cisco AXL Web Service is started and that an Application User is defined and has a role of Standard AXL API Access. Select Cisco Unified Serviceability from the Navigation drop-down list and click Go. Navigate to Tools > Control Center > Feature Services . Start the Cisco AXL Web Service, if it is not started. From Unified Communications Manager Administration, choose User Management > Application User. Verify you have a user with the role of Standard AXL API Access, or create a new one and add that user to a group that has the role of Standard AXL API Access.

Deploy SIP Trunk

Complete the following procedure to deploy the SIP trunk for local trunk:

Procedure

Step 1	Using Unified Communications Manager, create a SIP trunk toward the SIP proxy server and select the Phantom location.
Step 2	Create a SIP trunk for each ingress gateway and make the location of these ingress TDM-IP gateways the actual branch location.
Step 3	Create a route pattern pointing the Network VRU Label of the Unified Communications Manager routing client to the SIP trunk toward the SIP proxy. The SIP proxy should route the Network VRU label of the Unified Communications Manager routing client to the Unified CVP Servers.
Step 4	For any IP-originated calls, associate the Unified Communications Manager route pattern with the SIP trunk.
Step 5	Using the Unified Communications Manager Administration, choose Device > Device Settings > SIP Profile > Trunk Specific Configuration > Reroute Incoming Request to new Trunk based on > Call-Info header with the purpose equal to x-cisco-origIP.
Step 6	Associate the new SIP profile with the SIP trunk and each ingress gateway.

Configure Outbound Dialer

Complete the following procedure to configure Unified Communications Manager:

Procedure

Step 1	Log in to the Unified Communications Manager administration page.
Step 2	Select Devices > Trunk.
Step 3	Create a SIP trunk to Outbound gateway.

Configure A-Law Codec

Complete the following procedure to configure Unified Communications Manager.

Procedure

Step 1	Click the System.
Step 2	Select Service Parameters.
Step 3	Select a Server.
Step 4	Select the service as Cisco Call Manager(Active).
Step 5	Under Clusterwide Parameters (system-location and region), ensure the following: G.711 A-law Codec Enabled is Enabled. G7.11 mu-law Codec Enabled to Disabled.
Step 6	Click Save.

Create SIP Trunk between CUCM and CUBE (SP)

Create SIP Trunk Security Profile
Create SIP Trunk

Create SIP Trunk Security Profile
Create SIP Trunk

Create SIP Trunk Security Profile

Procedure

Step 1

Step 2

Navigate to System->Security->Sip Trunk Security Profile.

Step 3

Click on Add New.

Step 4

Provide the name for Sip Trunk Security Profile.

Step 5

In Incoming Transport Type field Select "TCP+UDP" from the drop down list.

Step 6

In Incoming Port Field Provide the Port number other than 5060 and 5090.

Note

The port configured in step 6 should match with the "signaling peer port" that you configure in the CUBE(SP) for CUCM PUBLISHER adjacency. A unique sip trunk security profile is required for mobile agent call flow for the each sub customer in SCC model.

Step 7

Click On Save.

Create SIP Trunk

Procedure

Step 1	Log In to CUCM Admin Portal.
Step 2	Navigate to Device->Trunk
Step 3	Click on Add New
Step 4	In Trunk Type field select the SIP Trunk from the dropdown list and click on Next.
Step 5	Provide the name for Sip Trunk , Select the Device Pool from the dropdown list and Select the Media Resource Group List from the drop down.
Step 6	In Sip Profile Field Select the Standard Sip Profile from the drop down list and enable the check box for Run On All Active Unified CM Nodes.
Step 7	Under Sip Information, provide the signaling-address and signaling-port details of the CUBE(SP) adjacency for the CUCM publisher for mobile agent call flow. See Configure the Adjacencies.
Step 8	In Sip Trunk Security Profile field select the profile which is created in the above procedure from the drop down list.
Step 9	Retain rest all default value.
Step 10	Click on Save.

Provision Cisco Unified Communication Manager for Optional Cisco Components

Configure Remote Silent Monitoring
Configure MediaSense

Configure Remote Silent Monitoring
Configure MediaSense

Configure Remote Silent Monitoring

Configure the Cisco Remote Silent Monitoring (RSM) Server in distributed mode, through Cisco Unified Communications Manager.

To facilitate the configuration of RSM, you can use the Unified Communications Manager Bulk Administration Tool (BAT) to automatically create and add line DNs to your simphone devices. Consider this approach if the number of simphones you need to create is large.

Configure Simulated Phone
Set Up Login Pool Simphone
Create RSM User Group
Create RSM Application User
Set Up Agent Phone Device

Configure Simulated Phone
Set Up Login Pool Simphone
Create RSM User Group
Create RSM Application User
Set Up Agent Phone Device

Configure Simulated Phone

You must determine how many simulated phones( also called as simphones) to assign to each Unified Communications Manager cluster. Each cluster must have a number of simphones greater than or equal to the maximum number of agents that will be simultaneously monitored through RSM for the cluster. This section provides the following information:

To configure the simphone device dependencies, to create a Unified Communications Manager group, RSM region, device pool, route partition, and calling search space.
To create the simphone devices and assign MAC addresses.
To add line DNs to the simphone devices.

The procedures describe how to create one simphone and its associated line DN. Additional simphones can be created by using Unified Communications Manager's super copy feature or by creating a batch file.

Note

You must be logged in to the Administration interface of a Unified Communications Manager cluster before you can configure your simphones as described below.

Create Simphone Device Dependencies
Create Simphone Device
Associate a Line DN to Simphone Device
Use Simphone Bulk Administration Tool

Create Simphone Device Dependencies

Procedure

Step 1

To create a Unified Communications Manager group:

Navigate to System > Cisco Unified CM Groups.
Click Add New.
Enter RSMSimPhone for the Unified Communications Manager group name.
Assign the necessary Unified Communications Managers to the group. If you have more than one Unified Communications Manager in the cluster, select the subscribers to be part of the group but do not select the publisher.
Click Save.

Step 2

To create a simphone region:

Navigate to System > Region Information >Region.
Click Add New.
Enter RSMSimPhone for the region name, adding prefix or suffix naming conventions, if required.
Click Save.
Add relationships with agent phones to the regions in your environment. Note that calls between simphones and agent phones must use the G.729 codec.
Click Save.

Step 3

To create a simphone device pool:

Navigate to System > Device Pool.
Click Add New.
Enter RSMSimPhone for the device pool name, adding prefix or suffix naming conventions, if required.
Select the RSMSimPhone Communications Manager group from the Device Pool Settings > Cisco Unified Communications Manager Group drop-down list.
Select RSMSimPhone region from the Roaming Sensitive Settings > Region drop-down list.
Enter the remaining parameters, according to your configuration (for example, date/time group and user locale.)
Click Save.

Step 4

To create a Device Feature Group

Choose General Administration > Feature Groups.
Select the customer instance. For example, Customer_1.
Click Add and enter the following values:
1. Name - CC-RSM.
2. Description - Contact Center RSM Group.
3. Outbound calls limitations - National24Hrs-Standard-wCC.
4. Call forward limitations - Default CoS.
5. Voicemail Template - Basic voicemail service type.
6. Inbound call options - Allow two Direct Dial Inward lines.
7. Number of extensions or lines - Two Numbers: DDI or Extension.
8. Idle URL: None.
Under the Value Add panel, select features as required.
Under Common Line Settings (Line Feature) panel, check the Contact Center Agent Line feature.
Under Private line settings (phone line feature) panel, check Recording Option ,Recording Profile, Call waiting busy trigger, Max calls waiting
Under Handset panel check Built-in Bridge check-box.
Click Submit.

Step 5

To create a simphone route partition:

Navigate to Call Routing > Class of Control > Partition.
Click Add New.
Enter RSMSimPhone in the text box, adding prefix or suffix naming conventions, if required.
Click Save.

Step 6

To create a simphone calling search space:

Navigate to Call Routing > Class of Control > Calling Search Space.
Click Add New.
Enter RSMSimPhone for the calling search space name, adding prefix or suffix naming conventions, if required.
Select the route partition containing the agent phones that RSM will monitor from the Available Partitions selection box, and move them to the Selected Partitions selection box.
Click Save.

Note

For 4000 agent deployment, repeat this procedure for the second PG.

Create Simphone Device

Procedure

Step 1

Navigate to Device > Phone.

Step 2

Click Add New to create a new phone device.

Step 3

Select Cisco 7941 for the phone type, then click Next.

Step 4

Choose SIP for the device protocol, then click Next.

Step 5

The Phone Configuration page appears. Enter the MAC address.

Step 6

Enter the parameters:

Parameter	Setting
Device Pool	RSMSimPhone
Phone Button Template	Standard 7941 SIP
Location	Relevant environment
Built In Bridge	Off
Phone Personalization	Disabled
Allow Device Control through CTI	Yes
Presence Group	Standard
Device Security Profile	Cisco 7941 Standard Non-Secure SIP
SIP Profile	Standard
Maximum Calls	2 (two)
Busy Trigger	1 (one)

Step 7

Click Save.

The simphone device is created.

Note

Parameters not listed can be left to their default settings.

Associate a Line DN to Simphone Device

Procedure

Step 1

Click the Line [1] - Add a new DN link in the Association Information panel.

Step 2

Enter the parameters. Parameters that are marked with an asterisk (*) are optional; those not listed may be left to their default settings.

Parameter	Setting
Directory Number	5040
Route Partition	RSMSimPhone
CTI Control	Yes
Voice Mail Profile	No voicemail
Calling Search Space	RSMSimPhone
Presence Group	Standard Presence group
User Hold MOH Audio Source *	1-SampleAudioSource
Network Hold MOH Audio Source *	1-SampleAudioSource
Line1 on Device <MAC ADDR> Monitoring Calling Search Space (CSS)	RSM SimPhone

Step 3

Click Save. Your first simphone and its associated line DN is now configured.

Use Simphone Bulk Administration Tool

To use the Bulk Administration Tool , you must first import the comma-separated-values template (from either the RSM installation CD or installed instance of RSM), and then edit it, as applicable, in a spreadsheet application such as Microsoft Excel.

Procedure

Step 1

Import the rsmsimphones.csv spreadsheet template file from the installed instance of RSM (located in the C:\CiscoRSM\Extras directory).

Step 2

Open the file in a spreadsheet application, then add or remove rows in the file to match the number of simphone devices you need to create (default rows = 75).

Step 3

If adding new rows, be sure to modify the data in the Device Name and Directory Number 1 columns to increment sequentially from the previous row in the list for the columns (for example, 00005E000001, 00005E000002, 00005E000003, and so on, for the simphone MAC addresses, and 5040, 5041, 5042, and soon, for the line DNs).

Step 4

Verify that the Device Pool, Partition 1, Line CSS 1 and Monitoring Calling Search Space 1 settings arecorrect for your environment (refer to Tables 3-1 and 3-2, above).

Note

No changes are required if you entered RSMSimPhone for the Simphone Device Pool, Partition, and CSS settings during your simphone configuration.

Step 5

Navigate to Bulk Administration > Upload/Download Files.

Step 6

Click Add New.

Step 7

Click Browse and navigate to the rsmsimphones.csv file that you previously downloaded and modified.

Step 8

Choose Phones from the Select the Targetdrop-down list.

Step 9

Select Insert Phones - All Details from the Select Transaction Type drop-down list.

Step 10

Click Save. The file is uploaded to the system.

Step 11

Navigate to Bulk Administration > Phones > Insert Phones.

Step 12

Select Insert Phones-All Details, and then select rsmsimphones.csv from the File Name drop-down list.

Step 13

Enter Insert RSMSimPhones for the Job Description, and then select Run Immediately.

Step 14

Click Submit.

The file is imported into the system.

Step 15

Navigate to Bulk Administration > Job Scheduler to verify that the job status is either Processing or Completed.

Step 16

When the job status is Completed, navigate to Device > Phones and review the phones that you have created.

Step 17

Enter SEP00005E in the Find Phone text box, then click Find.

The simphone devices that you have created will appear in the returned results.

Set Up Login Pool Simphone

The first five simphone devices that are created for each cluster are automatically assigned to the VLEngine login pool. The login pool performs a test login to CTI OS when a caller is authenticated by RSM, to support the VLEngine authentication mechanism.

Because CTI OS logins are performed on these simphone devices, they must be associated with the pguser account on each Unified Communications Manager cluster. They must also have Cisco Unified Intelligent Contact Management Enterprise device targets created for them, as described below.

Note

Device target creation is required only for Unified CCE. You do not need to create device targets if you use Cisco Unified System Contact Center Enterprise (Unified SCCE) or if the Cisco Unified CCE PG type is IPCC.

Follow this procedure to associate a pguser.

Procedure

Step 1	Navigate to User Management > Application User.
Step 2	Click Find to display all application users. Locate then click the pguser account for your cluster.
Step 3	Select the first five simphone devices in the Device Information > Available Devices list box.
Step 4	Click the down arrow above the box to move the devices to the Controlled Devices list box. Click Save.

Create RSM User Group

A RSM user group must be created for each cluster used by RSM. This provides the user with the necessary system permissions that would otherwise be available only to the Unified Communications Manager Super Administrator.

Follow this procedure to add an RSM user group to a cluster.

Procedure

Step 1	Navigate to User Management > User Settings > Access Control Group.
Step 2	Click Add New.
Step 3	Enter Remote Silent Monitoring in the Name field, then click Save.
Step 4	Navigate to User Management > User Group.
Step 5	Click Find to display all user groups.
Step 6	Click the icon in the Roles column for the Remote Silent Monitoring group.
Step 7	Click Assign Role to Group. A new window appears.
Step 8	Click Find to display all group roles.
Step 9	Select the following roles: Standard CTI Allow Call Monitoring Standard CTI Allow Control of All Devices Standard CTI Enabled
Step 10	Click Add Selected. The User Group Configuration page appears.
Step 11	Click Save.

Create RSM Application User

You must create an application user named rsmuser on each Unified Communications Manager cluster for RSM. This user derives its permissions from the user group that was previously created. The rsmuser must be associated with all simphones in the cluster (with the exception of simphones in the login pool). It must also be associated with all agent phones that RSM can monitor.

Simphones in the login pool (that is the first five simphone devices) must be associated with the cluster’s pguser, while all other simphones not in the login pool are associated with the RSM application user.

Note

For 4000 agent deployment with two PGs, create two Application Users, one for each of the agent PGs.
Whenever a new non-login-pool simphone or agent device is created, it must be associated with the RSM user.

Follow this procedure to add an RSM application user to a cluster.

Procedure

Step 1	Navigate to User Management > Application User.
Step 2	Click Add New to create a new application user.
Step 3	Enter rsmuser for the user ID.
Step 4	Enter a password. Ensure that the password is alphanumeric and does not contain any special characters.
Step 5	Associate the user with all simphone devices in the cluster (except for the login pool devices) by selecting those devices in the Available Devices section and moving them to the Controlled Devices section.
Step 6	Associate all agent phone devices to be monitored through RSM.
Step 7	From the Permissions Information window, click Add to User Group, and then add the user to the Remote Silent Monitoring group, as previously created.
Step 8	Click Save.

Set Up Agent Phone Device

To configure an agent phone device to be monitored by RSM, ensure the following:

Edit the device using the Cisco Unified Communications Manager Administration interface and enable the Built-In Bridge setting
Associate the device with the rsmuser, similar to the way it is associated with the pguser.

Configure MediaSense

Set Up Trunk
Set Up SIP Options
Set Up Route Pattern
Set up Recording Profile
Configuring Device
Disable iLBC, iSAC and g.722 for Recording Device

Base Configuration Parameters

Base Configuration Parameters for 500 and 1000 Agent Deployment
Base Configuration Parameters for 4000 Agent Deployment
Base Configuration Parameters for Small Contact Center Agent Deployment
Base Configuration Parameters for 12000 Agent Deployment

Base Configuration Parameters for 500 and 1000 Agent Deployment
Base Configuration Parameters for 4000 Agent Deployment
Base Configuration Parameters for Small Contact Center Agent Deployment
Base Configuration Parameters for 12000 Agent Deployment

Base Configuration Parameters for 500 and 1000 Agent Deployment

Following is the list of load base configuration parameters for 500 and 1000 agent deployment.

PG Explorer
ICM Instance Explorer
Network VRU Explorer
System Information
Expanded Call Variable List
Network VRU Script List
Agent Desk Settings List
Application Instance List
Media Class for Multi-Channel
Media Routing Domain
Network VRU Mapping
Agent Targeting Rule
Outbound Dialer

PG Explorer
ICM Instance Explorer
Network VRU Explorer
System Information
Expanded Call Variable List
Network VRU Script List
Agent Desk Settings List
Application Instance List
Media Class for Multi-Channel
Media Routing Domain
Network VRU Mapping
Agent Targeting Rule
Outbound Dialer

PG Explorer

PG Explorer	Type of PIM	Routing Client Name
Generic PG	CUCM	CUCMPG1
	VRU	CVPPG1A
	VRU	CVPPG1B
	VRU	CVPPG2A
	VRU	CVPPG2B
MR PG	MediaRouting	Multichannel
MR PG	MediaRouting	Outbound

Note

Select the option Enable Agent Reporting for CUCMPG1 Routing Client.
Enter the Primary and Secondary CTI address and port information in the Unified Communications Manager PG for the Cisco Unified WIM and EIM feature.

ICM Instance Explorer

Go to the Instance and select the Network VRU to Type 10 Network VRU in the Customer definition tab.

Network VRU Explorer

CVP_Network_VRU - Type10

Serial Number	Network VRU Label	Routing Client Name
1	7777777777	CVPPG1A
2	7777777777	CVPPG1B
3	7777777777	CVPPG2A
4	7777777777	CVPPG2B
5	8881111000	CUCMPG1
6	6661111000	Outbound

MR_Network_VRU - Type 2

System Information

Expanded Call Context: Enabled
Minimum Correlation number: 1001
Maximum Correlation number: 9999
Retain script versions:5

Expanded Call Variable List

Name

Enabled

Persistent

Maximum Length

Description

user.CourtesyCallbackEnabled

FALSE

Determines if Courtesy Callback is offered to a caller.

user.cvp_server_info

FALSE

Used by Unified CVP to send the IP address of the Call Server sending the request to Unified CCE.

user.microapp.app_media_lib

FALSE

210

Directory for all application-specific media files and grammar files. The .. bypasses the user. When writing a URL path, microapp.app_media_lib and

user.microapp.locale are the ECC variables.

user.microapp.caller_input

FALSE

210

Storage area for an ASR input that is collected from Get Speech.

Note

Get Speech results are written to the ECC variable. Results from Get Digits or Menu microapplications are written to the CED.

user.microapp.currency

FALSE

Currency type.

user.microapp.error_code

FALSE

Error status code returned from Unified CVP to Unified CCE when the Run Script Result is False.

user.microapp.FromExtVXML

FALSE

This variable array returns information from the external VoiceXML file. Must be configured as array variables, not Scalar Variables, and array length set to 4.

user.microapp.input_type

FALSE

Specifies the type of input that is allowed. Valid contents are: D(DTMF) and B (Both DTMF and Voice). B is the default. If you are not using an ASR, set this variable to D. If you are using an ASR, you can set this variable to either D or B.

user.microapp.locale

FALSE

Combination of language and country that defines the grammar and prompt set to use.

user.microapp.metadata

FALSE

Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application.

user.microapp.play_data

FALSE

Default storage area for data for Play Data micro-applications.

user.microapp.sys_media_lib

FALSE

Directory for all systems media files, such as individual digits, months, default error messages, and so forth.

user.microapp.ToExtVXML

FALSE

This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not Scalar Variables and array length set to 4.

user.microapp.UseVXMLParams

FALSE

Specifies the manner in which you pass the information to the external VoiceXML.

user.microapp.isPostCallSurvey

FALSE

Used to determine if post call survey should be offered to a caller after the agent hangs up.

user.cim.activity.id

FALSE

Needed for all types of WIM and EIM activities.

user.wim.customer.name

FALSE

Needed for chat, callback, and delayed callback activities.

user.cisco.cmb

FALSE

Needed for callback, and delayed callback activities.

user.cisco.cmb.callclass

FALSE

Needed for callback, and delayed callback activities.

user.media.id

FALSE

A number identifying a call to the ICM Service, optionally, the H.323 Service.

user.microapp.grammar_choices

FALSE

210

Specifies the ASR choices that a caller can input for the Get Speech micro-application.

user.microapp.inline_tts

FALSE

210

Specifies the text for inline Text To Speech (TTS).

user.microapp.media_server

FALSE

Root of the URL for all media files and external grammar files used in the script.

user.microapp.override_cli

FALSE

200

Used by the system to override the CLI field on outgoing transfers.

user.microapp.pd_tts

FALSE

Specifies whether Unifies Text To Speech or media files must be played to the caller.

Network VRU Script List

Name	Network VRU	VRU Script Name	Time out (Sec)	Configuration Parameter	Customer	Interruptible	Override
VXML_Server	Select Type 10 CVP VRU	GS, Server, V	180	__	hcs	Unchecked	Unchecked
VXML_Server_ Interruptible	Select Type 10 CVP VRU	GS, Server, V, interrupt	9000	__	hcs	Checked	Unchecked
VXML_Server_ Noninterruptible	Select Type 10 CVP VRU	GS, Server, V , nointerrupt	9000	__	hcs	Unchecked	Unchecked
AgentGreeting	Select Type 10 CVP VRU	PM, -a	180	none	hcs	Unchecked	Unchecked
GreetingMenu _1_to_9	Select Type 10 CVP VRU	M, press _1_thru_9 _greeting, A	180	1-9	hcs	Checked	Unchecked
Greeting SubMenu	Select Type 10 CVP VRU	M, press1- press2-press3,A	180	1-3	hcs	Checked	Unchecked
Greeting _Not_Found	Select Type10 CVP VRU	PM, no _greeting _recorded, A	180	Y	hcs	Checked	Unchecked
GreetingReview	Select Type10 CVP VRU	PM,-a,A	180	Y	hcs	Checked	Unchecked
T10_GS_AUDIUM	Select Type 10 CVP VRU	GS,Server,V, FTP	180	,,,,,,,,,,Y	hcs	Checked	Unchecked
CIMExternal ApplicationScript	MR_network_VRU	CIMExternal ApplicationScript	180	-	hcs	Unchecked	Unchecked

Note

For 4000 Agent Deployment, map CIMExternalApplicationScript to MR_Network_VRU1.

Agent Desk Settings List

Name: Default_Agent_Desk_Settings

Application Instance List

	Name	Application Type	Permission Level	Application Key
Application Instance Multichannel	MultiChannel	Other	Full read/write	cisco123
Application Instance CCDM	CCDM	Cisco Voice	Full read/write	cisco123

Media Class for Multi-Channel

Media classes are created with following names:

Name : CIM_BC

Name : CIM_EIM

Name: CIM_OUTBOUND

Name: CIM_WIM
Set the following values in task section:

Life : 300

Start Time out : 30

Max duration : 28800

Media Routing Domain

	Interruptible	Calls in Queue (Max)	Max per call type	Max time in queue
Cisco_BC	Unchecked	5000	-	-
Cisco_EIM	Checked	15000	-	-
Cisco_EIM_OUTBOUND	Checked	5000	-	-
Cisco_WIM	Unchecked	5000	-	-

Note

Set the Max Per Call Type and Max Time in Queue values as per your requirement.

Network VRU Mapping

In the Advanced tab of PG explorer for Unified CVP Routing client - Map the CVP_Network_VRU - Type10
In the Advanced tab of PG explorer for Multichannel and outbound routing clients - Map the MR_Network_VRU - Type 2

Agent Targeting Rule

Attribute
Name	AgentExtensions
Peripheral	CUCM_PG_1
Rule Type	Agent Extension
Routing Client	All routing clients
Extension Range	000 - 999 0000 - 9999 00000 - 99999 000000 - 999999 0000000 - 9999999 00000000 - 99999999 000000000 - 999999999 0000000000 - 9999999999

Outbound Dialer

Dialer Name	Peripheral Name
Peripheral	CUCM_PG_1
Dialer Name	SIP_DIALER
Enable	YES
ICM peripheral name	CUCM_PG_1
Hangup Delay(1-10)	1 Sec
Port Throttle	10

Base Configuration Parameters for 4000 Agent Deployment

Following is the list of load base configuration parameters for 4000 agent deployment.

PG Explorer
ICM Instance Explorer
Network VRU Explorer
System Information
Expanded Call Variable List
Network VRU Script List
Agent Desk Settings List
Application Instance List
Media Class for Multi-Channel
Media Routing Domain
Network VRU Mapping
Agent Targeting Rule
Outbound Dialer

PG Explorer
ICM Instance Explorer
Network VRU Explorer
System Information
Expanded Call Variable List
Network VRU Script List
Agent Desk Settings List
Application Instance List
Media Class for Multi-Channel
Media Routing Domain
Network VRU Mapping
Agent Targeting Rule
Outbound Dialer

PG Explorer

PG	Type of PIM	Routing Client Name
Unified Communication Manager PG1	CUCM	CUCMPG1
Unified Communication Manager PG2	CUCM	CUCMPG2
Unified Voice Response (VRU) PG	VRU	CVPRC01
	VRU	CVPRC02
	VRU	CVPRC03
	VRU	CVPRC04
	VRU	CVPRC05
	VRU	CVPRC06
	VRU	CVPRC07
	VRU	CVPRC08
	VRU	CVPRC09
	VRU	CVPRC10
	VRU	CVPRC11
	VRU	CVPRC12
	VRU	CVPRC13
	VRU	CVPRC14
	VRU	CVPRC15
	VRU	CVPRC16
Media Routing (MR) PG 1	MediaRouting	Multichannel
Media Routing (MR) PG 1	MediaRouting	Outbound1
Media Routing (MR) PG 2	MediaRouting	Outbound2

Note

Enter the Primary and Secondary CTI address and port information in the Unified Communications Manager PGs for the Cisco Unified WIM and EIM feature.

ICM Instance Explorer

ICM Instance Explorer for 4000 agent deployment is similar to ICM Instance Explorer of 500 and 1000 agent deployment. See ICM Instance Explorer.

Network VRU Explorer

CVP Network VRU - Type 10

Serial Number	Network VRU Label	Routing Client Name
1	7777777777	CVPRC01
2	7777777777	CVPRC02
3	7777777777	CVPRC03
4	7777777777	CVPRC04
5	7777777777	CVPRC05
6	7777777777	CVPRC06
7	7777777777	CVPRC07
8	7777777777	CVPRC08
9	7777777777	CVPRC09
10	7777777777	CVPRC10
11	7777777777	CVPRC11
12	7777777777	CVPRC12
13	7777777777	CVPRC13
14	7777777777	CVPRC14
15	7777777777	CVPRC15
16	7777777777	CVPRC16
17	8881111000	CUCMPG1
18	8881111000	CUCMPG2
19	6661111000	Outbound1
20	6661111000	Outbound2

MR_Network_VRU1 - Type 2
MR_Network_VRU2 - Type 2

System Information

System Information for base configuration for 4000 agent deployment is similar to 500 and 1000 agent deployment. See System Information.

Expanded Call Variable List

Base configuration expanded call variable list for 4000 agent deployment is similar to 500 and 1000 agent deployment , See Expanded Call Variable List .

Network VRU Script List

Network VRU base configuration for 4000 Agent is similar to 500 and 1000 Agent Base Configuration, See Network VRU Script List.

Agent Desk Settings List

Name: Default_Agent_Desk_Settings

Application Instance List

Application instance list is similar to 500 and 1000 agent deployment. See Application Instance List

Media Class for Multi-Channel

Media classes are created with following names
- Name : CIM_BC
- Name : CIM_EIM
- Name: CIM_OUTBOUND
- Name : CIM_WIM
Set the following values in task section
- Life : 300
- Start Time out : 30
- Max duration : 28800

Media Routing Domain

Media Routing Domain is similar to Media Routing Domain of 500 and 1000 agent deployment. See Media Routing Domain.

Network VRU Mapping

In the Advanced tab of PG Explorer for Unified CVP Routing client - Map the CVP_Network_VRU-Type10.
I In the Advanced tab of PG Explorer for multichannel and outbound routing clients - Map the MR_Network_VRU-Type 2.

Agent Targeting Rule

Attribute
Name	AgentExtension1	AgentExtension2
Peripheral	CUCM_PG_1	CUCM_PG_2
Rule Type Agent Extension	Agent Extension	Agent Extension
Routing Client	All routing clients	All routing clients
Extension Range	000 - 999	000 - 999
	0000 - 9999	0000 - 9999
	00000 - 99999	00000 - 99999
	000000 - 999999	000000 - 999999
	0000000 - 9999999	0000000 - 9999999
	00000000 - 99999999	00000000 - 99999999
	000000000 - 999999999	000000000 - 999999999
	0000000000 - 9999999999	0000000000 - 9999999999

Outbound Dialer

Dialer Name	Peripheral Name for PG1	Peripheral Name for PG2
Peripheral	CUCM_PG_1	CUCM_PG_2
Optional Filter	NONE	NONE
Dialer Name	SIP_DIALER1	SIP_DIALER2
Enable	YES	YES
ICM peripheral name	CUCM_PG_1	CUCM_PG_2
Hangup Delay(1-10)	1 Sec	1 Sec
Port Throttle	10	10

Base Configuration Parameters for Small Contact Center Agent Deployment

Following is the list of load base configuration parameters for small contact center agent deployment.

PG Explorer
ICM Instance Explorer
Network VRU Explorer
System Information
Expanded Call Variable List
Network VRU Script List
Agent Desk Settings List
Application Instance List
Media Class for Multi-Channel
Media Routing Domain
Network VRU Mapping
Agent Targeting Rule

PG Explorer
ICM Instance Explorer
Network VRU Explorer
System Information
Expanded Call Variable List
Network VRU Script List
Agent Desk Settings List
Application Instance List
Network VRU Mapping

PG Explorer

PG	Type of PIM	Routing client Name
Unified Communication Manager PG1	CUCM	CUCMPG1
Unified Voice Response (VRU) PG	VRU	CVPRC01
	VRU	CVPRC02
	VRU	CVPRC03
	VRU	CVPRC04
	VRU	CVPRC05
	VRU	CVPRC06
	VRU	CVPRC07
	VRU	CVPRC08
	VRU	CVPRC09
	VRU	CVPRC10
	VRU	CVPRC11
	VRU	CVPRC12
	VRU	CVPRC13
	VRU	CVPRC14
	VRU	CVPRC15
	VRU	CVPRC16

ICM Instance Explorer

ICM Instance is similar to ICM Instance Explorer of 500 and 1000 agent deployment. See ICM Instance Explorer

Network VRU Explorer

CVP Network VRU - Type 10

Serial Number	Network VRU Label	Routing Client Name
1	7777777777	CVPRC01
2	7777777777	CVPRC02
3	7777777777	CVPRC03
4	7777777777	CVPRC04
5	7777777777	CVPRC05
6	7777777777	CVPRC06
7	7777777777	CVPRC07
8	7777777777	CVPRC08
9	7777777777	CVPRC09
10	7777777777	CVPRC10
11	7777777777	CVPRC11
12	7777777777	CVPRC12
13	7777777777	CVPRC13
14	7777777777	CVPRC14
15	7777777777	CVPRC15
16	7777777777	CVPRC16
17	8881111000	CUCMPG1

MR_Network_VRU - Type 2

System Information

System Information for base configuration is similar to 500 and 1000 agent deployment. See System Information.

Expanded Call Variable List

Base configuration expanded call variable list is similar to 500 and 1000 agent deployment , See Expanded Call Variable List .

Network VRU Script List

Network VRU base configuration is similar to 500 and 1000 agent base configuration, See Network VRU Script List.

Agent Desk Settings List

Name: Default_Agent_Desk_Settings

Application Instance List

	Name	Application Type	Permission Level	Application Key
Application Instance Multichannel	MultiChannel	Other	Full read/write	cisco123
Application Instance CCDM	CCDM	Cisco Voice	Full read/write	cisco123

Network VRU Mapping

In the Advanced tab of PG Explorer for Unified CVP Routing client - Map the CVP_Network_VRU-Type10.

Base Configuration Parameters for 12000 Agent Deployment

Following is the list of load base configuration parameters for 12000 agent deployment contact center agent deployment.

PG Explorer
ICM Instance Explorer
Network VRU Explorer
System Information
Expanded Call Variable List
Network VRU Script List
Agent Desk Settings List
Application Instance List
Media Class for Multi-Channel
Media Routing Domain
Network VRU Mapping
Agent Targeting Rule
Outbound Dialer

PG Explorer
ICM Instance Explorer
Network VRU Explorer
System Information
Expanded Call Variable List
Network VRU Script List
Agent Desk Settings List
Application Instance List
Media Class for Multi-Channel
Media Routing Domain
Network VRU Mapping
Agent Targeting Rule
Outbound Dialer

PG Explorer

PG	Type of PIM	Routing Client Names
Unified CommunicationManager PG1	CUCM	CUCMPG1
Unified CommunicationManager PG2	CUCM	CUCMPG2
Unified CommunicationManager PG3	CUCM	CUCMPG3
Unified CommunicationManager PG4	CUCM	CUCMPG4
Unified CommunicationManager PG5	CUCM	CUCMPG5
Unified CommunicationManager PG6	CUCM	CUCMPG6
Unified Voice Response (VRU) PG1	VRU	CVPRC01, CVPRC02 … CVPRC16
Unified Voice Response (VRU) PG2	VRU	CVPRC17, CVPRC18 … CVPRC32
Unified Voice Response (VRU) PG3	VRU	CVPRC33, CVPRC34 … CVPRC48
Media Routing (MR) PG 1	MediaRouting	Multichannel
Media Routing (MR) PG 1	MediaRouting	Outbound1
Media Routing (MR) PG 2	MediaRouting	Outbound2
Media Routing (MR) PG 3	MediaRouting	Outbound3
Media Routing (MR) PG 4	MediaRouting	Outbound4
Media Routing (MR) PG 5	MediaRouting	Outbound5
Media Routing (MR) PG 6	MediaRouting	Outbound6

Note

Enter the Primary and Secondary CTI address and port information in the Unified Communications Manager PGs for the Cisco Unified WIM and EIM feature.

ICM Instance Explorer

ICM Instance is similar to ICM Instance Explorer of 500 and 1000 agent deployment. See ICM Instance Explorer

Network VRU Explorer

CVP Network VRU - Type 10

Serial Number	Network VRU Label	Routing Client Name
1	7777777777	CVPRC01, CVPRC02 … CVPRC48
2	8881111000	CUCMPG1,CUCMPG2 … CUCMPG6
3	6661111000	Outbound

MR_Network_VRU1 - Type 2
MR_Network_VRU2 - Type 2

System Information

System Information for base configuration is similar to 500 and 1000 agent deployment. See System Information.

Expanded Call Variable List

Base configuration expanded call variable list is similar to 500 and 1000 agent deployment , See Expanded Call Variable List .

Network VRU Script List

Network VRU base configuration is similar to 500 and 1000 agent base configuration, See Network VRU Script List.

Agent Desk Settings List

Name: Default_Agent_Desk_Settings

Application Instance List

Media Routing Domain is similar to Media Routing Domain of 500 and 1000 agent deployment. See Media Routing Domain.

Media Class for Multi-Channel

Media Class for Multi-Channel is similar to 500 and 1000 agent deployment model. See,Media Class for Multi-Channel

Media Routing Domain

Media Routing Domain is similar to Media Routing Domain of 500 and 1000 agent deployment. See Media Routing Domain.

Network VRU Mapping

In the Advanced tab of PG Explorer for Unified CVP Routing client - Map the CVP_Network_VRU-Type10.
I In the Advanced tab of PG Explorer for multichannel and outbound routing clients - Map the MR_Network_VRU-Type 2.

Agent Targeting Rule

Attribute
Name	AgentExtension1, AgentExtension2 … AgentExtension6
Peripheral	CUCM_PG_1, CUCM_PG_2 … CUCM_PG_6
Rule Type Agent Extension	Agent Extension
Routing Client	All routing clients
Extension Range	000 - 999 0000 - 9999 00000 - 99999 000000 - 999999 0000000 - 9999999 00000000 - 99999999 000000000 - 999999999 0000000000 - 9999999999

Outbound Dialer

Dialer Name	Peripheral Name for PG
Peripheral	CUCM_PG_1, CUCM_PG_2 … CUCM_PG_6
Optional Filter	NONE
Dialer Name	SIP_DIALER1, SIP_DAILER2 … SIP_DAILER6
Enable	YES
ICM peripheral name	CUCM_PG_1, CUCM_PG_2 … CUCM_PG_6
Hangup Delay(1-10)	1 Sec
Port Throttle	10

IOPS values for Unified Communication Manager

The IOPS values for Unified Communication Manager are based on the BHCA values. These values may differs for the following scenarios:

Software upgrades during business hours generate 800 to 1200 IOPS in addition to steady state IOPS.
CDR/CMR using CDR Analysis and Reporting (CAR):
- A Unified Communications Manager that sends CDR/CMR to the external billing server does not incur any additional IOPS.
- CAR continuous loading results in around 300 IOPS average on the system.
- Scheduled uploads are around 250 IOPS for Publisher VM only.
Trace collection is 100 IOPS (occurs on all VMs for which tracing is enabled).
Nightly backup (usually Publisher VM only) is 50 IOPS.

Mount and Unmount ISO Files

Upload ISO image to data store:

Select the host in the vSphere client and click Configuration. Then click Storage in the left panel.
Select the datastore that will hold the ISO file.
Click Browse this datastore.
Click the Upload icon and select Upload file.
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:

Right-click the VM in the vSphere client and select Edit virtual machine settings.
Click Hardware and select CD|DVD Drive 1.
Check Connect at power on (Device status panel upper right).
Click the Datastore ISO File radio button and then click Browse.
Navigate to the data store where you uploaded the file.
Select the ISO.

Unmount the ISO image:

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

Set Up NTP and Time Configuration at the Customer Site

Any domain controllers at the customer site must be configured to use NTP servers. The two ESXi host servers must point to the same NTP servers as the domain controllers. Additionally, you must review time configuration settings on the ESXi servers.

Procedure

Step 1	To add an NTP server to the domain controller: Locate the Microsoft instructions on how to configure an authoritative time server in Windows Server. Public NTP servers are available on the Internet if you do not have one. Note down the IP address or domain name of the NTP server that you add.
Step 2	To point the ESXi core servers to the domain controller NTP servers: For each core server, click the Configuration tab. Choose Time Configuration > Properties... > Options. This opens a panel with two sections: General and NTP Settings. Click NTP Settings. Then click Add. Enter the IP address of the primary domain controller. Click OK. Click Restart.
Step 3	To set the startup policy for the NTP server(s): Navigate to Time Configuration . Then select Properties. Check NTP Client Enabled. Click Options. Select Start. Click OK.
Step 4	To review the time settings for the host servers: Click the Configuration tab. In the Software panel, select Time Configuration, which shows the Date & Time and the NTP Servers.
Step 5	To adjust the Date & Time if they are incorrect: Click Properties... This opens the Time Configuration dialog box. Change the Time and Date fields. Then click OK.

CCDM Logging and MaxSizeRollBackups

This section refers to the CCDM Logging and MaxSizeRollBackups:

Logging
MaxSizeRollBackups

Logging
MaxSizeRollBackups

Logging

Unified CCDM provides an extensive logging framework for each of the components of the system to aid troubleshooting in the event of a problem.

Logging trace levels are stored in the registry for each separate component and may be set to one of the four following values:

Logging Level	Name	Description
0	ERROR	This is the lowest level of logging. It will only log information relating to exceptions that occurred in the application.
1	WARN	Warn provides ERROR level logging plus warnings raised for potential system issues.
2	INFO	Info is the default logging level. It provides ERROR and WARN as well as standard diagnostic information.
3	DEBUG	Debug is the highest level of logging. It provides detailed information of every operation that is performed. Debug logging has an adverse effect on performance, its usage should be kept to a minimum.

Set Logging Level Using the Unified System CLI in the CCDM Server

Set Logging Level Using the Unified System CLI in the CCDM Server

Complete the following procedure to set logging level using the Unified System CLI in the CCDM server.

Procedure

Step 1

Navigate to Start > All Programs > Domain Manager > Unified System CLI.

Step 2

Enter the username (wsmadmin) and password for the wsmadmin user

Step 3

Enter the instance name (optional) and click Enter.

Step 4

Enter a debug level , for example debug level 0.

Note

The value can be any logging level given in the table above.

MaxSizeRollBackups

MaxSizeRollBackups setting defines the number of log files per day to store before deleting them and creating a new one. This feature protects against a high volume of exceptions filling the disk in a short period of time.

MaxSizeRollBackups parameter is present in the configuration file for Application Server, Web, Data, Import Server services. Partitioning service, Provisioning service

Automation Tool Spreadsheet

To complete the automation spreadsheet for import, use the information provided in the table below. The import automation script requires this information to import the virtual machines to the customer ESXi host.The table describes the values of each virtual server and associated properties.

The table describes the values of each virtual server and associated properties.

Table 2 Complete Automation Spreadsheet Columns for Import
Column	Description	Example
CREATEVM	Select YES to create a VM. Select NO to ignore.	YES
OPERATION	Leave Blank.	Leave Blank
CUSTOMIZATION	Select YES to apply values in the spreadsheet to the imported server. Select NO if you do not have the values at the time you complete the spreadsheet. If you do have the values but set to NO, the values will not be applied.	YES
SOURCE_HOST_IP	The IP address or fully qualified name of the ESXi host where Template is created	xx.xx.xx.xx
SOURCE_DATASTORE_NAME	The name of Datastore where Template is created.	datastore2(1)
SOURCE_VMNAME	Leave blank.	Leave blank.
GOLDEN_TEMPLATE_NAME	Enter the name for the golden template.	GTCS-1A
NEW_VM_NAME	The name for the new VM. Should not contain spaces or special characters. Maximum of 32 characters.	CallServerSideA
DEST_HOST_IP	The IP address or fully qualified name of the ESXi Host for the new VM.	xx.xx.xxx.xxx
DEST_DATASTORE_NAME	The name of the Datastore for the new VM.	datastore2(1)
PRODUCT_VERSION	Currently this field is applicable only for Cisco Unified Communications Manager.	?? 10.0(x)?
COMPUTER_NAME	The NET BIOS name for the new computer. Maximum 15-characters. Do not use special characters.	Demo-CallSrvA
WORK_GROUP	Dropdown: YES adds the VM to a WorkGroup and enables WORK_GROUP_NAME. NO adds the VM to a domain and enables DOMAIN_NAME, DOMAIN_USER, and DOMAIN_PASSWORD.	NO
WORK_GROUP_NAME	Enter the Workgroup name. Used only if WORK_GROUP is set to YES.	NA
SUB_NET_MASK_NIC1	A valid subnet mask (IPv4 address) for NIC 1.	xx.xx.xxx.xxx
TIME_ZONE_LINUX_AREA	Drop-down selection of the timezone area to be set Unified CM. For the United States of America, select `America`.	America
TIME_ZONE_LINUX_LOCATION	Drop-down selection of the timezone location to be set for Unified CM, CUIC, or Finesse.	Eastern
TIME_ZONE_WINDOWS	Drop-down selection of the timezone to be set for the Unified CVP and Unified CCE VMs.	(GMT-05:00) Eastern Time (US & Canada)
DOMAIN_USER	The user name for a domain user with privileges to add the new computer to the domain. Enabled only if WORK_GROUP is set to NO.	DOMAIN\Username
DOMAIN_PASSWORD	The password for the package123 domain user. Enabled only if WORK_GROUP is set to NO.	package123
PRODUCT_KEY	The valid Windows OS product key in the format xxxxx-xxxxx-xxxxx-xxxxx-xxxxx.	ZZZM2-Y330L-HH123-99Y1B-GJ20B
OWNER_NAME	The full name of the owner. `Administrator` and `Guest`are not allowable names. This is a mandatory field for OS_TYPE Windows 2008.	LabAdmin
ORGANIZATION_NAME	The Organization Name to be set for Unified CM, CUIC, or Finesse.	MyName
ORGANIZATION_UNIT	The Organization Unit to be set for Unified CM, CUIC, or Finesse.	MyUnit
ORGANIZATION_LOCATION	The Organization Location to be set for Unified CM, CUIC, or Finesse.	MyCity
ORGANIZATION_STATE	The Organization State to be set for Unified CM, CUIC, or Finesse.	MyState
ORGANIZATION_COUNTRY	Drop-down selection of the Organization Country to be set for Unified CM, CUIC, or Finesse.	United States of America
NTP_SERVER	The IP Address of the NTP server.	xx.xx.xxx.xxx
NIC_NUM	Values in the field are pre-populated based on VM_TYPE field and are protected. Values are “1” or “2”.	2
SUB_NET_MASK_NIC1	A valid subnet mask (IPv4 address) for NIC 1.	xx.xx.xxx.xxx
SUB_NET_MASK_NIC1	A valid subnet mask (IPv4 address) for NIC 1.	xx.xx.xxx.xxx
DEFAULT_GATEWAY_NIC1	A valid Default gateway (IPv4 address) for NIC1.	xx.xx.xxx.xxx
DNS_IP_NIC1	A valid IPv4 address for the primary DNS for NIC1.	xx.xx.xxx.xxx
IP_ADDRESS_NIC2	A valid IPv4 address for NIC 2. Valid only if the value in the NIC_NUM fields is 2.	xx.xx.xxx.xxx
SUB_NET_MASK_NIC2	A valid subnet mask (IPv4 address) for NIC 2. For Unified CCE VMs only.	255.255.255.255
DNS_IP_NIC2	A valid IPv4 address for the primary DNS for NIC2. For Unified CCE VMs only.	xx.xx.xxx.xxx
DNS_ALTERNATE_NIC2	A valid IPv4 address for the alternate DNS for NIC2. For Unified CCE VMs only. Must differ from the address of the primary DNS for NIC2. (Optional)	xx.xx.xxx.xxx
VM_NETWORK	Leave Blank	Leave Blank

Install and Configure Jabber for Windows

Install and Configure Jabber Client
Configure Jabber Using UCDM

Install and Configure Jabber Client
Configure Jabber Using UCDM

Install and Configure Jabber Client

You can run the installation program manually to install a single instance of the client and specify connection settings in the Manual setup and sign-in window.

Procedure

Step 1	Launch CiscoJabberSetup.msi. The installation program opens a window to guide you through the installation process.
Step 2	Select Accept and Install to begin the installation.
Step 3	Check Launch Cisco Jabber and select Finish.
Step 4	Select Manual setup and sign-in.
Step 5	In Select your Account Type window check Cisco Communication Manager ( Phone capabilities only).
Step 6	In the Login server select: use the following servers and enter the details of TFTP server, CTI server and CUCM server . Click Save
Step 7	Enter the User Name( the end user created in CUCM for jabber phone) and Password and sign in.

Configure Jabber Using UCDM

Add End User

Add End User

Procedure

Step 1	Log in as Provider / Customer Admin.
Step 2	Navigate to Location Administration > End Users.
Step 3	Choose a Location from the drop-down list.
Step 4	Click Add.
Step 5	Enter Username, Password, Lastname and then, choose a Role from drop-down list.
Step 6	Fill rest of the form with User Details and click Next.
Step 7	Enter Phone Pin for the user.
Step 8	Select Feature Group.
Step 9	Select Access Profile, Security Profile, and Feature Display Policy.
Step 10	Click Add.

CUBE-SP

Install and Configure CUBE (SP)

This section provides a brief overview and describes the minimal steps to deploy CUBE (SP) for HCS small contact center deployment model. Several factors determine the appropriate CUBE platform (SP or Enterprise) and deployment model (Unified or distributed) to be used. For HCS, the ASR 1000 platform was validated as CUBE (SP) in a unified deployment model.

CUBE (SP) performs address translation and the media anchor role for inter-enterprise and off net Calls. Each sub customer CUCMs forward inter-enterprise and off-net calls to CUBE (SP) over SIP trunks, which in turn forward the calls to Carrier-Network. CUBE (SP) also receives calls from Carrier-Network and forwards the calls to each sub customer CUCM's. Routing decisions inside CUBE (SP) are based on source adjacency (to the SIP trunk from which the call was received), so CUBE (SP) maintains adjacency relationships to all sub customer components (CUCM, MediaSense), shared core components (CUBE (E), CVP Server's) and Carrier-Network. CUBE (SP) is manually provisioned using IOS CLI.

Configuring CUBE (SP) Edition

Configuring CUBE (SP) Edition

Pre-requisites

CUBE (SP) is first manually provisioned to enable router connectivity and must be connected into the SP network, as well as IP Addressing should be done. It is expected that basic routing is functioning properly on the device. The CUBE (SP) function is subsequently provisioned to support inter working between the sub customer's network and the shared network.

Table 3 Global Configuration of CUBE(SP)
Sequence	Task	Done ?
1	Configure the Carrier Network Interface for Data Transport
2	Configure the Global SBC Interface for Carrier Network
3	Create Shared Core Component Network VRF on CUBE(SP)
4	Configure the Shared Core Component Sub Interface for Data Transport
5	Configure the SBC interface for Shared Core Components
6	Configure the Routing for the Shared Core Component Network VRF
7	Configure SBC SBE
8	Configure SIP Profiles
9	Configure the Carrier and Shared Core Component Network Media IP Addresses

To configure CUBE(SP) for Small Contact Center Agent Deployment Sub Customers. See Configure CUBE-SP for Small Contact Center Agent Deployment Sub Customers

Configure the Carrier Network Interface for Data Transport
Configure the Global SBC Interface for Carrier Network
Create Shared Core Component Network VRF on CUBE(SP)
Configure the Shared Core Component Sub Interface for Data Transport
Configure the SBC interface for Shared Core Components
Configure the Routing for the Shared Core Component Network VRF
Configure SBC SBE
Configure SIP Profiles
Configure the Carrier and Shared Core Component Network Media IP Addresses

Configure the Carrier Network Interface for Data Transport

Procedure

Configure the CUBE (SP) interface for data transport on the Carrier-Network

Telnet to CUBE SP (telnet x.x.x.x).
Enter the command configure t.
Then follow the commands in the below example:

Example:

interface GigabitEthernet0/0/1
description INTERFACE configured in Carrier NETWORK
ip address 74.125.236.191 255.255.255.0
media-type rj45
negotiation auto
bfd interval 50 min_rx 50 multiplier 3
cdp enable
!

Configure the Global SBC Interface for Carrier Network

Procedure

Configure the Global SBC interface for the Carrier network.

Example:

interface SBC0
description Global SBC interface for Carrier network
ip address 192.1.10.2 255.255.255.255 secondary	# media ip address
ip address 192.1.10.1 255.255.255.0		# signaling ip address

Create Shared Core Component Network VRF on CUBE(SP)

Procedure

Creating the shared core component network VRF on CUBE(SP)

Example:

vrf definition SHARED-CORE-COMPONENTS
 description VRF for  shared core component network
 address-family ipv4
 exit-address-family

Configure the Shared Core Component Sub Interface for Data Transport

Procedure

Configure the sub interface for data transport on the shared core component network.

Example:

interface GigabitEthernet0/0/0
no ip address
media-type rj45
negotiation auto
bfd interval 50 min_rx 50 multiplier 3
cdp enable
!
interface GigabitEthernet0/0/0.11
description SUB INTERFACE for shared core components VLAN 11
vrf forwarding SHARED-CORE-COMPONENTS
encapsulation dot1Q 11
ip address 10.10.10.2 255.255.255.0

Configure the SBC interface for Shared Core Components

Procedure

Configure the SBC interface for shared core components.

Example:

interface SBC3
 description SBC interface for Shared core component network
 vrf forwarding SHARED-CORE-COMPONENTS
 ip address 192.1.9.2 255.255.255.255 secondary                # media ip address
 ip address 192.1.9.1 255.255.255.255                          # signaling ip addres

Configure the Routing for the Shared Core Component Network VRF

Procedure

Depending on the Cisco HCS design approach and how CUBE (SP) is connected; use static or dynamic routing for shared core component VRF. HCS Small contact center deployment was validated using static routing.

Example:

ip route vrf SHARED-CORE-COMPONENTS 0.0.0.0 0.0.0.0 10.10.10.1

Configure SBC SBE

Procedure

Define the SBC name and enter the SBE mode to configure SBC SBE.

Example:

sbc MYSBC

sbe

Configure SIP Profiles

Procedure

Define the SIP profile to be used to create a whitelist or a blacklist that contains a list headers or methods or options, and the actions to be performed on them.

Example:

sbc MYSBC

sbe

sip header-profile default

description pass non-essential headers

header Allow entry 1

action pass

header Accept entry 1

action pass

header Min-SE entry 1

action pass

header Reason entry 1

action pass

header SERVER entry 1

action pass

header Call-Info entry 1

action pass

header DIVERSION entry 1

action pass

header Allow-Events entry 1

action pass

header session-expiry entry 1

action pass

header Remote-Party-ID entry 1

action pass

header Session-Expires entry 1

action pass

header RESOURCE-PRIORITY entry 1

action pass

header P-Asserted-Identity entry 1

action pass

Note

The following header needs to be configured if customer opts for MediaSense component.

header Call-ID entry 1

action pass

header Cisco-Guid entry 1

action pass

header X-Cisco-Recording-Participant entry 1

action pass

sip method-profile SMP1

description pass default methods

pass-body

method 200

action pass

header-profile default

method INFO

action as-profile

header-profile default

method INVITE

action pass

header-profile default

method NOTIFY

action pass

header-profile default

method OPTION

action pass

method UPDATE

action pass

header-profile default

sip option-profile option1

description pass default options plus timer

option TIMER

option REPLACES

Configure the Carrier and Shared Core Component Network Media IP Addresses

Procedure

Define the media IP addresses to be used by the adjacencies in the global and shared core component VRF space.

Example:

sbc MYSBC

media-address ipv4 192.1.10.2# media ip address for carrier network

port-range 16384 32767 any #port-range command is optional , if not specified default value(16384 to 32767)will be taken

media-address ipv4 192.1.9.2 vrf SHARED-CORE-COMPONENTS# media ip address for shared core component VRF

port-range 16384 32767 any#port-range command is optional , if not specified default value(16384 to 32767) will be taken

media-timeout <value> #Value in seconds and can be in the range of 0 -65535.If not set ,default value of 30 seconds will be taken. Recommended to increase the value for call flow includes mobile agent.

CUBE(SP) Integration

Configure CUBE-SP for Small Contact Center Agent Deployment Sub Customers

This section describes how CUBE (SP) is integrated with shared CUBE(E), CVP, Carrier-Network and Sub Customers CUCM's.

Sl.No.	Adjacency Name	Remote Server/Node	Call Flow
1	SUBCUST1-CUBE-E	CUBE-E	Basic Calls from Customer Internal Help Desk dialing CCB Local Breakout Call
2	SUBCUST1-CUBE-E-OUTBOUND	Outbound Gateway	Agent Based and IVR Based OB calls
3	SUBCUST1-CVP	CVP Call Server	To Route calls to CUCM to connect agent phone Agent Transfer call IVR Based OB Call
4	SUBCUST1-CUBE-E-REFER	CUBE-E	REFER Call flow
5	SUBCUST1-CUBE-MEDIASENSE-FORK	CUBE-E	CUBE-E to communicate with MediaSense.
6	SUBCUST1-CUCM-PUB	Customer 1 CUCM Publisher	To route calls to CUCM Publisher for all the callflows
7	SUBCUST1-CUCM-SUB	Customer 1 CUCM Subscriber	To route calls to CUCM Subscriber for all the callflows
8	SUBCUST1-MEDIASENSE	MediaSense	MediaSense Callflow
9	SUBCUST1-CUCM-PUB-CONSULT-TRAN	CUCM Publisher	Consult and transfer call flow
10	SUBCUST1-CUCM-SUB-CONSULT-TRAN	CUCM Subscriber	Consult and transfer call flow
11	SUBCUST1-Carrier-Network	Carrier Network	All the calls from cloud to be routed to Customer1
12	SUBCUST1-CUCM-PUB-MOBILE-AGENT	CUCM Publisher	Mobile Agents to login
13	SUBCUST1-CUCM-SUB-MOBILE-AGENT	CUCM Subscriber	Mobile Agents to login
14	SUBCUST1-LBO-Network	TDM Gateway	LBO Callflows
15	SUBCUST1-SIP-OUTBOUND-DIALER	Outbound dialer	IVR and Agent based outbound callflow
16	SUBCUST1-CUBE-E-OUTBOUND-IVR	Dedicated or Shared Outbound gateway	IVR based outbound callflow
17	SUBCUST1-CUBE-E-OUTBOUND	Shared Outbound gateway	IVR and Agent based callflow
18	SUBCUST1-CUBE-E-OUTBOUND-AGENT	Shared Outbound gateway	Agent based callflow

Table 4 To Configure CUBE(SP) for Small Contact Center Agent Deployment Sub Customers
Sequence	Task	Done ?
1	Create Customer VRF on CUBE(SP)
2	Configure the Customer Sub Interface for Data Transport
3	Configure the Customer SBC Interfaces
4	Configure the Routing for the Customer VRF
5	Configure the Adjacencies
6	Configure the Customer Media IP Addresses
7	Create Call Policy Set
8	Create CAC Policy Set(Optional)

Perform the procedure in the following order to configure Cisco Unified Border Element (CUBE) SP Edition. See CUBE (SP) Full Configuration for Complete Configuration Details for complete configuration details.

Note

To configure a dialed number pattern on CVP for CUBE(SP), seeConfigure Dialed Number Patterns

Create Customer VRF on CUBE(SP)
Configure the Customer Sub Interface for Data Transport
Configure the Customer SBC Interfaces
Configure the Routing for the Customer VRF
Configure the Adjacencies
Configure the Customer Media IP Addresses
Create Call Policy Set
Create CAC Policy Set(Optional)
CUBE (SP) Full Configuration for Complete Configuration Details

Create Customer VRF on CUBE(SP)

Procedure

Create the new VRF context for customer.

Example:

vrf definition SUBCUST1

description VRF for SUB CUSTOMER 1

address-family ipv4

exit-address-family

Configure the Customer Sub Interface for Data Transport

Procedure

Configure the sub interface for data on the customer side.

Example:

interface GigabitEthernet0/0/0

no ip address

media-type rj45

negotiation auto

bfd interval 50 min_rx 50 multiplier 3

cdp enable

!

interface GigabitEthernet0/0/0.12

description SUB INTERFACE for SUB CUSTOMER 1 VLAN 12

vrf forwarding SUBCUST1

encapsulation dot1Q 12

ip address 20.20.20.2 255.255.255.0

Configure the Customer SBC Interfaces

Procedure

Define the customer-specific SBC interfaces for media and signaling addressing

Example:

interface SBC1

description Create an SBC interface in the customer VRF space

vrf forwarding SUBCUST1

ip address 192.168.1.2 255.255.255.255 secondary # media ip address

ip address 192.168.1.1 255.255.255.255 # signaling ip address

Configure the Routing for the Customer VRF

Procedure

Depending on the Cisco HCS design approach and how CUBE (SP) is connected; use static or dynamic routing for customer VRF. HCS Small contact center deployment was validated using static routing.

Example:

ip route vrf SUBCUST1 0.0.0.0 0.0.0.0 20.20.20.1

Configure the Adjacencies

Note

Below mentioned example of adjacencies is for each sub-customer , similarly create all sub-customers.

Procedure

The following instructions describe the minimal steps to deploy adjacencies on CUBE(SP) for a new customer.

Add CUBE(E) adjacency for customer

Example:
sbc MYSBC

sbe

adjacency sip SUBCUST1-CUBE-E

description Trunk to CUBE-E Gateway for SUB CUSTOMER 1

force-signaling-peer

vrf SHARED-CORE-COMPONENTS

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.1.9.1

statistics method summary

signaling-port 5064

remote-address ipv4 10.10.10.186 255.255.255.255

signaling-peer 10.10.10.186

account SUBCUST1

sipi passthrough

ping-enable

attach
Add CUBE(E) Outbound gateway adjacency for customer
Note This CUBE (E) adjacency is required in agent based outbound call flow involving shared outbound gateway.

Example:
sbc MYSBC

sbe

adjacency sip SUBCUST1-CUBE-E-OUTBOUND

description Trunk to CUBE-E OUTBOUND Gateway for SUB CUSTOMER 1

force-signaling-peer

vrf SHARED-CORE-COMPONENTS

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.1.9.1

statistics method summary

signaling-port 5090

remote-address ipv4 10.10.10.187 255.255.255.255

signaling-peer 10.10.10.187

account SUBCUST1

sipi passthrough

ping-enable

100rel inbound support

100rel outbound require-add

attach

Add CUBE(E) Outbound gateway adjacency to transfer call to agent

Note

This adjacency is required only if the customer opts to use the shared outbound gateway. This adjacency is used to transfer the call to agent

Example:

sbc MYSBC

sbe

adjacency sip SUBCUST1-CUBE-E-OUTBOUND-AGENT

description Trunk to CUBE-E OUTBOUND Gateway for SUB CUSTOMER 1 for transfer OB call to agent

force-signaling-peer

vrf SHARED-CORE-COMPONENTS

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.1.9.1

statistics method summary

signaling-port 5092

remote-address ipv4 10.10.10.187 255.255.255.255

signaling-peer 10.10.10.187

account SUBCUST1

sipi passthrough

ping-enable

100rel inbound support

100rel outbound require-add

attach

Add CUBE(E) adjacency for REFER call flow

Example:
sbc MYSBC

sbe

adjacency sip SUBCUST1-CUBE-E-REFER

description Trunk to CUBE-E for REFER call flow for SUB CUSTOMER 1

force-signaling-peer

vrf SHARED-CORE-COMPONENTS

nat force-off

method-profile inbound SMP1

method-profile outbound SMpreferred-transport tcpP1

preferred-transport tcp

signaling-address ipv4 192.1.9.1

statistics method summary

signaling-port 5091

remote-address ipv4 10.10.10.186 255.255.255.255

signaling-peer 10.10.10.186

account SUBCUST1

sipi passthrough

ping-enable

attach
Add CUBE(E) adjacency for mediasense forking call flow

Example:
sbc MYSBC

sbe

adjacency sip SUBCUST1-CUBE-MEDIASENSE-FORK

description Trunk to CUBE-E for mediasense forking call flow for SUB CUSTOMER 1

force-signaling-peer

vrf SHARED-CORE-COMPONENTS

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.1.9.1

statistics method summary

signaling-port 5074

remote-address ipv4 10.10.10.186 255.255.255.255

signaling-peer 10.10.10.186

account SUBCUST1

sipi passthrough

ping-enable

attach
Add CUCM-PUBLISHER adjacency for customer

Example:
sbc MYSBC

sbe

adjacency sip SUBCUST1-CUCM-PUB

description Trunk to SUBCUSTOMER 1 CUCM-PUBLISHER

force-signaling-peer

vrf SUBCUST1

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.168.1.1

statistics method summary

signaling-port 5063

remote-address ipv4 20.20.20.30 255.255.255.255

signaling-peer 20.20.20.30

account SUBCUST1

sipi passthrough

ping-enable

attach
Add CUCM SUBSCRIBER adjacency for customer

Example:
sbc MYSBC

sbe

adjacency sip SUBCUST1-CUCM-SUB

description Trunk to SUBCUSTOMER 1 CUCM Subscriber

force-signaling-peer

vrf SUBCUST1

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.168.1.1

statistics method summary

signaling-port 5063

remote-address ipv4 20.20.20.31 255.255.255.255

signaling-peer 20.20.20.31

account SUBCUST1

sipi passthrough

ping-enable

attach

Note Signaling-port of CUCM publisher and subscriber adjacency should be same.
Add Mediasense adjacency for the customer
Note This adjacency is optional, required only if customer opts for MediaSense component.

Example:
sbc MYSBC

sbe

adjacency sip SUBCUST1-MEDIASENSE

description Trunk to SUBCUSTOMER 1 MediaSense server

force-signaling-peer

vrf SUBCUST1

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.168.1.1

statistics method summary

signaling-port 5071

remote-address ipv4 20.20.20.40 255.255.255.255

signaling-peer 20.20.20.40

account SUBCUST1

sipi passthrough

ping-enable

attach

Add CUCM PUBLISHER adjacency for consult and transfer call flow for the customer

Example:

sbc MYSBC

sbe

adjacency sip SUBCUST1-CUCM-PUB-CONSULT-TRAN

description Trunk to SUBCUSTOMER 1 CUCM Publisher for consult and transfer call flow

force-signaling-peer

vrf SUBCUST1

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.168.1.1

statistics method summary

signaling-port 5090

remote-address ipv4 20.20.20.30 255.255.255.255

signaling-peer 20.20.20.30

signaling-peer-port 5090

account SUBCUST1

sipi passthrough

ping-enable

attach

Note

Signaling-port and signaling-peer-port has to be 5090. This trunk towards CUBE-SP to CVP from CUCM is created by CUCDM. See section Route to Unified CVP.

Add CUCM SUBSCRIBER adjacency for consult and transfer call flow for the customer

Example:

sbc MYSBC

sbe

adjacency sip SUBCUST1-CUCM-SUB-CONSULT-TRAN

description Trunk to SUBCUSTOMER 1 CUCM subscriber for consult and transfer call flow

force-signaling-peer

vrf SUBCUST1

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.168.1.1

statistics method summary

signaling-port 5090

remote-address ipv4 20.20.20.31 255.255.255.255

signaling-peer 20.20.20.31

signaling-peer-port 5090

account SUBCUST1

sipi passthrough

ping-enable

attach

Note

Signaling-port and signaling-peer-port has to be 5090. This trunk towards CUBE-SP to CVP from CUCM is created by CUCDM. See section Route to Unified CVP.

Add Carrier-Network adjacency for customer.

Example:
sbc MYSBC

sbe

adjacency sip SUBCUST1-Carrier-Network

description Trunk to Carrier-Network for SUBCUSTOMER1

force-signaling-peer

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.1.10.1

statistics method summary

signaling-port 5061

remote-address ipv4 74.125.236.192 255.255.255.255

signaling-peer 74.125.236.192

account SUBCUST1

sipi passthrough

ping-enable

100rel inbound support

100rel outbound require-add

attach

Add CVP adjacency for customer.

Example:

adjacency sip SUBCUST1-CVP

description Trunk to CVP for SUBCUSTOMER 1

force-signaling-peer

vrf SHARED-CORE-COMPONENTS

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.1.9.1

statistics method summary

signaling-port 5060

remote-address ipv4 10.10.10.10 255.255.255.255

signaling-peer 10.10.10.10

account SUBCUST1

sipi passthrough

ping-enable

attach

Note

Similarly , create adjacencies for remaining CVP servers. Make sure to use the same CUBE (SP) signaling-port for all the CVP adjacencies. A unique signaling-port should be used per sub customer.

Add CUCM PUBLISHER adjacency for mobile agent call flow for the customer

Example:

adjacency sip SUBCUST1-CUCM-PUB-MOBILE-AGENT

description Trunk to SUBCUSTOMER 1 CUCM publisher for mobile agent call flow

force-signaling-peer

vrf SUBCUST1

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.168.1.1

statistics method summary

signaling-port 5078

remote-address ipv4 20.20.20.30 255.255.255.255

signaling-peer 20.20.20.30

signaling-peer-port 5063

account SUBCUST1

sipi passthrough

ping-enable

attach

Note

Ensure that the signaling peer port configured in the “SUBCUST1-CUCM-PUB-MOBILE-AGENT “ adjacency should match with the port that is configured in SIP trunk security profile under the section Create SIP Trunk between CUCM and CUBE (SP).

Add CUCM SUBSCRIBER adjacency for mobile agent call flow for the customer

Example:
adjacency sip SUBCUST1-CUCM-SUB-MOBILE-AGENT

description Trunk to SUBCUSTOMER 1 CUCM subscriber for mobile agent call flow

force-signaling-peer

vrf SUBCUST1

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.168.1.1

statistics method summary

signaling-port 5078

remote-address ipv4 20.20.20.31 255.255.255.255

signaling-peer 20.20.20.31

signaling-peer-port 5063

account SUBCUST1

sipi passthrough

ping-enable

attach

Note Signaling-port and signaling-peer-port of CUCM publisher and subscriber adjacency for mobile agent call flow should be same.
Add TDM gateway adjacency for LBO call flow for the customer

Example:
adjacency sip SUBCUST1-LBO-Network

description Trunk to LBO-TDM Gateway for SUBCUSTOMER1

force-signaling-peer

force-signaling-peer

vrf SUBCUST1

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.168.1.1

statistics method summary

signaling-port 5093

remote-address ipv4 20.20.20.196 255.255.255.255

signaling-peer 20.20.20.196

account SUBCUST1

sipi passthrough

ping-enable

100rel inbound support

100rel outbound require-add

attach

Add SIP outbound dialer adjacency for Outbound call flow for the customer

Note

This outbound dialer adjacency is required only if the customer opts to use the shared outbound gateway. In this case sip outbound dialer will send calls to shared outbound gateway via CUBE (SP).

Example:

adjacency sip SUBCUST1-SIP-OUTBOUND-DIALER

description Trunk to SUBCUSTOMER 1 sip outbound dialer

force-signaling-peer

vrf SUBCUST1

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.168.1.1

statistics method summary

signaling-port 5066

remote-address ipv4 20.20.20.21 255.255.255.255

signaling-peer 20.20.20.21 # sub customer agent pg IP address

signaling-peer-port 58800

account SUBCUST1

sipi passthrough

100rel inbound support

100rel outbound require-add

attach

Note

Signaling peer port has to be 58800 because the sip outbound dialer always use this port for all SIP messaging

Add Outbound gateway adjacency for IVR based Outbound call flow for the customer

Note

This CUBE (E) adjacency is required in IVR based outbound call flow for dedicated outbound gateway scenario. This adjacency is used to transfer the call to Unified CVP from outbound gateway for IVR based outbound call flow.

Example:

adjacency sip SUBCUST1-CUBE-E-OUTBOUND-IVR

description Trunk to SUBCUSTOMER 1 outbound gateway for IVR based outbound call flow

force-signaling-peer

vrf SHARED-CORE-COMPONENTS

nat force-off

method-profile inbound SMP1

method-profile outbound SMP1

preferred-transport tcp

signaling-address ipv4 192.1.9.1

statistics method summary

signaling-port 5066

remote-address ipv4 10.10.10.187 255.255.255.255

signaling-peer 10.10.10.187 # Outbound gateway IP address

account SUBCUST1

sipi passthrough

ping-enable

attach

Configure the Customer Media IP Addresses

Procedure

Define the media IP addresses to be used by the adjacencies on the customer VRF.

Example:

sbc MYSBC

media-address ipv4 192.168.1.2 vrf SUBCUST1       # media ip address for sub customer VRF
port-range 16384 32767 any                   #port-range command is optional,if not specified default value(16384 to 32767)

Create Call Policy Set

Procedure

Create a customer specific call policy and route the calls based on source adjacency routing table.

Example:

sbc MYSBC

call-policy-set 1

first-call-routing-table FIRST-ACCOUNT-TABLE

rtg-src-account-table FIRST-ACCOUNT-TABLE

entry 1

match-account SUBCUST1

action next-table ROUTE-ON-DEST-ADJ-SUBCUST1

rtg-round-robin-table CUCM-ROUND-ROBIN-SUBCUST1

entry 1

dst-adjacency SUBCUST1-CUCM-PUB

action complete

entry 2

dst-adjacency SUBCUST1-CUCM-SUB

action complete

rtg-round-robin-table CVP-TO-CUCM-R-ROBIN-SUBCUST1

entry 1

dst-adjacency SUBCUST1-CUCM-PUB-CONSULT-TRAN

action complete

entry 2

dst-adjacency SUBCUST1-CUCM-SUB-CONSULT-TRAN

action complete

rtg-round-robin-table CVP-ROUND-ROBIN-SUBCUST1

entry 1

dst-adjacency SUBCUST1-CVP

action complete

entry 2

dst-adjacency SUBCUST1-CVP2

action complete

……

entry 16

dst-adjacency SUBCUST1-CVP16

action complete

rtg-src-adjacency-table ROUTE-ON-DEST-ADJ-SUBCUST1

entry 1

match-adjacency SUBCUST1-Carrier-Network

dst-adjacency SUBCUST1-CUBE-E

action complete

entry 2

Note

Entry 2 is optional , this is required only if customer opts for courtesy call back feature.

match-adjacency SUBCUST1-CUBE-E

dst-adjacency SUBCUST1-Carrier-Network

action complete

entry 3

match-adjacency SUBCUST1-CVP

action next-table CVP-TO-CUCM-R-ROBIN-SUBCUST1

Note Similarly, add entries for remaining CVP servers.

entry 4

match-adjacency SUBCUST1-CUCM-PUB

dst-adjacency SUBCUST1-CUBE-E

action complete

entry 5

match-adjacency SUBCUST1-CUCM-SUB

dst-adjacency SUBCUST1-CUBE-E

action complete

entry 6

match-adjacency SUBCUST1-CUBE-E-OUTBOUND-AGENT

action next-table CUCM-ROUND-ROBIN-SUBCUST1

entry 7

match-adjacency SUBCUST1-CUCM-PUB-CONSULT-TRAN

action next-table CVP-ROUND-ROBIN-SUBCUST1

action complete

entry 8

match-adjacency SUBCUST1-CUCM-SUB-CONSULT-TRAN

action next-table CVP-ROUND-ROBIN-SUBCUST1

action complete

entry 9

match-adjacency SUBCUST1-CUBE-MEDIASENSE-FORK

dst-adjacency SUBCUST1-MEDIASENSE

action complete

entry 10

match-adjacency SUBCUST1-CUBE-E-REFER

action next-table CUCM-ROUND-ROBIN-SUBCUST1

action complete

entry 11

match-adjacency SUBCUST1-CUCM-PUB-MOBILE-AGENT

action next-table SUBCUST1-Carrier-Network

action complete

entry 12

match-adjacency SUBCUST1-CUCM-SUB-MOBILE-AGENT

action next-table SUBCUST1-Carrier-Network

action complete

entry 13

match-adjacency SUBCUST1-LBO-Network

dst-adjacency SUBCUST1-CUBE-E

action complete

entry 14

match-adjacency SUBCUST1-CUBE-E-OUTBOUND-IVR

dst-adjacency CVP-ROUND-ROBIN-SUBCUST1

action complete

entry 15

match-adjacency SUBCUST1-SIP-OUTBOUND-DIALER

dst-adjacency SUBCUST1-CUBE-E-OUTBOUND

action complete

call-policy-set default 1

Create CAC Policy Set(Optional)

Procedure

Define CAC policy to control the call admission and bandwidth usage

Example:

config terminal

sbc MYSBC

codec list Codecs-List

codec PCMU

codec G729

codec PCMA

Exit

sbc MYSBC

sbe

cac-policy-set 1

first-cac-table Ent-CAC-table

first-cac-scope call

cac-table Ent-CAC-table

table-type limit account

entry 1

match-value SUBCUST1-Carrier-Network

caller-codec-list Codecs-List