- Preface
- Cisco HCS for Contact Center
- Prerequisites
- Design Consideration
- Shared Management and Aggregation
- Golden Template Process
- Create Golden Template
- Configure Customer Instance Network Infrastructure
- Clone and OS Customization
- Configure Customer Instance
- Integration of Customer Instance with Shared Management and Aggregation
- Administration
- Configure Core Component Integrated Options
- Install and Configure Optional Cisco Components
- Remote Deployment Options
- Solution Serviceability
- Appendix
- Index
Installing and Configuring Cisco HCS for Contact Center 10.0(1) SU1
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
- Updated:
- May 20, 2015
Chapter: Integration of Customer Instance with Shared Management and Aggregation
- Unified CCDM Integration
- Configure Unified CCE Servers in Unified CCDM Cluster
- Create Two-Way External Trust
- Setup Unified CCE Servers in Unified CCDM Cluster
- Configure Unified CVP Servers in Unified CCDM Cluster
- Create Unified CCDM Tenants, Folders and Equipment Mapping
- Deployment Specific Configurations
- Integration of Small Contact Center Agent Deployment for UCCE with CCDM
- Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with CCDM
- Integration of Small Contact Center Agent Deployment for CVP with CCDM
- Basic Configuration of Unified Communications Domain Manager
- Add Customer
- Static Configuration in CUCM for CUCDM
- Add Unified CM in Unified Communications Domain Manager
- Hardware Groups
- Add New Divisions
- Create Site Codes
- Configure Locations
- Manage Feature Groups
- Unified Communications Manager Enterprise Parameters for Contact Center Locations
- Cisco Unified Communications Manager Groups and Media Resources
- Set Up CCGroup
- Set Up CCDevice Pool
- Configure Phone Types for Unified CCE Agents
- Add Unified CVP in Unified Communications Domain Manager
- Cisco Unified Communications Manager routing objects for Unified CVP
- Integration of Perimeta SBC for HCS Deployment model
- Integration of Perimeta SBC for Small Contact Center Deployment Model
- Configure Service Interface
- Configure Media Address for Sub-customer
- Create Account for Enterprise Applications
- Configure Adjacencies for Customers
- Configure Adjacencies for Core Components
- Add CVP Adjacency
- Add CUCM-PUBLISHER Adjacency
- Add CUCM-SUBSCRIBER Adjacency
- Add CUCM PUBLISHER Adjacency for consult and transfer call flow
- Add CUCM SUBSCRIBER Adjacency for consult and transfer call flow
- Add OUTBOUND-DIALER adjacency
- Add CUBE-E-OUTBOUND -IVR
- Add CUBE-E OUTBOUND adjacency
- Add CUBE-E-OUTBOUND-AGENT adjacency
- Configure Adjacencies for Optional Components
- Configure Adjacencies for Core Components
- Configure Call Policy
Integration of Customer Instance with Shared Management and Aggregation
Unified CCDM Integration
Unified CCDM will normally be hosted on shared management level across multiple customer instances. This chapter describes how to configure multiple customer instances from a shared Unified CCDM.
This section describes the following steps:
- Configure Unified CCE Servers in Unified CCDM Cluster
- Configure Unified CVP Servers in Unified CCDM Cluster
- Create Unified CCDM Tenants, Folders and Equipment Mapping
- Deployment Specific Configurations
Configure Unified CCE Servers in Unified CCDM Cluster
Cisco Unified Contact Center Enterprise (Unified CCE) components must be correctly configured before Unified CCDM can connect to them for Provisioning. Complete the following procedures to configure Unified Contact Center Enterprise for Unified CCDM connectivity
- Unified CCE Prerequisites
- Create Two-Way External Trust
- Setup Unified CCE Servers in Unified CCDM Cluster
Unified CCE Prerequisites
Before you integrate Unified CCE with Unified CCDM, you must setup SQL agents and CMS server. Complete thefollowing procedures for prerequisites configurations.
- Configure Unified Contact Center Enterprise Administrative Workstations for Unified CCDM
- Configure Unified CCE AWDB for Provisioning
- Configuring the Unified CCE for Partitioned Internet Script Editor
Configure Unified Contact Center Enterprise Administrative Workstations for Unified CCDM
Ensure that you create a two-way trust relationship between the Unified CCDM domain and the UCCE domain before configuring AWDB. For more information, see Create Two-Way External Trust.
If you use SQL Server Authentication to connect Unified CCDM to Unified Contact Center Enterprise, no configuration of the Administrative Workstation Database (AWDB) is required. If you do not use the SQL login, you must configure the AWDB to connect the Unified CCDM to Unified Contact Center Enterprise.
Complete the following procedure to configure AWDB:
Configure Unified CCE AWDB for Provisioning
For each Unified Contact Center Enterprise instance that Unified CCDM Resource Management connects to must meet the following criteria:
-
Unified CCDM Resource Management uses Cisco ConAPI for provisioning connections. This interface should have all the connections made to a primary distributor AW. If the AW is dual-sided, both the sides must be primary distributors.
-
Configure an Application Instance on the UCCE distributor machine (AW) for Unified CCDM to connect to Unified Contact Center Enterprise. Configure the Application Instance with Application Type as Cisco Voice.
Note
The application instance for CCDM is provided as part of the load base configuration. For more information, see Application Instance List from Load Base Configuration. The default name of the Application Instance is CCDM as per the Load Base configuration.
-
If the AW is dual-sided, each Unified Contact Center Enterprise AW must connect to a different RMI registry port on the UCDM Database Server.
For multiple Unified Contact Center Enterprise instances that Unified CCDM Resource Management connects to, each Unified Contact Center Enterprise instance requires a distinct primary Distributor (AW) to connect to.
Set Up CMS Server on Unified CCE
A new application connection must be defined on each configured Unified Contact Center Enterprise instance for each Database Server. This ensures that in a dual-sided system, the alternate side can also connect to the Unified Contact Center Enterprise in a failover scenario.
Complete the following procedure to set up the Configuration Management Service (CMS) server on each Unified Contact Center Enterprise:
Before configuring the Unified CCDM server cluster you must ensure that the CMS Server(s) are set up correctly on each Unified Contact Center Enterprise for each Unified CCDM Database Server. Firstly, check that the CMS Node option was selected when the Admin Workstation was configured. You can determine if this was the case by looking for a cmsnode and a cms_jserver process running on the Unified Contact Center Enterprise.
Note
If the CMS
JServer process fails to connect Unified CCDM, restart the Unified Contact
Center Enterprise Distributor service.
Configuring the Unified CCE for Partitioned Internet Script Editor
Cisco's Internet Script Editor (ISE) can be integrated with Unified CCDM, which allows routing scripts and the resources within those routing scripts to be partitioned using Unified CCDM security. ISE users can see only the scripts and the resources within those scripts that they are authorized to access, according to the Unified CCDM security model. For example, when creating a routing script element to route to a dialed number, the ISE user will only see the dialed numbers that the corresponding Unified CCDM user is authorized to access. Similarly, when viewing the available routing scripts, the ISE user will only see the scripts available to the corresponding Unified CCDM user.
ISE integration with Unified CCDM uses the Unified CCDM Analytical Data Web Service to implement the secure partitioning, and requires specific configuration settings in both Unified CCE and Unified CCDM in order to work properly.
Note | Secure partitioning using Unified CCDM is currently only supported for the Cisco Internet Script Editor (ISE). Users of the standard Script Editor on the Unified CCE AW will still see all resources on their associated Unified CCE instance. |
Configure Unified CCE Admin Workstation for Internet Script Editor
Complete the following procedure to configure Unified CCE Admin Workstation for Internet Script Editor integration with Unified CCDM
Creating User in UCCE
What to Do Next
Download the Internet Script Editor from AW machine https://localhost/install/iScriptEditor.htm and store the iscripteditor.exe in a shared location for the particular customer/sub customer.
Create Two-Way External Trust
- Create Conditional Forwarders for Customer Domain
- Create Forwarders for Customer Domain
- Create Conditional Forwarders for Service Provider Domain
- Create Forwarders for Service Provider Domain
- Create Two-Way External Trust
Create Conditional Forwarders for Customer Domain
Complete the following procedure to create conditional forwarder.
Create Forwarders for Customer Domain
Complete the following procedure to create forwarders.
Create Conditional Forwarders for Service Provider Domain
Complete the following procedure to create conditional forwarder.
Create Forwarders for Service Provider Domain
Create Two-Way External Trust
Complete the following procedure from the customer domain controller to create a two-way external trust between the service provider domain controller and the customer domain controller.
| Step 1 | Under Active Directory Domains and Trusts, right-click the domain. |
| Step 2 | Right-click Properties. |
| Step 3 | Click the Trust tab and then click New Trust. |
| Step 4 | Click Next. |
| Step 5 | Enter the customer domain name in the Name field and click Next. |
| Step 6 | Select the option External Trust and then click Next. |
| Step 7 | Select the option Two-way Trust and then click Next. |
| Step 8 | Select the option Both this domain and specified domain and then click Next. |
| Step 9 | Enter the
authentication user name for the customer and a password for the specified
domain and click
Next.
You must have the administrator privileges to create the trust. |
| Step 10 | Select the option Domain-wide authentication and then click Next until you reach Confirm Outgoing Trust screen. |
| Step 11 | Select the option Yes, confirm the outgoing trust and then click Next. |
| Step 12 | Select the option Yes, confirm the incoming trust and then click Next. |
| Step 13 | Click Finish. |
Setup Unified CCE Servers in Unified CCDM Cluster
Complete the following procedure to configure Unified Contact Center Enterprise for Unified CCDM:
| Step 1 | Navigate to Start > All Programs > Domain Manager > Configuration Tools > Integrated Configuration Environment. | ||
| Step 2 | In the ICE Cluster Configuration tool, choose Setup tab and click Configure Cisco Unified Contact Center Enterprise Servers to start the wizard and click Next. | ||
| Step 3 | In Select Task choose Add a New Instance and click Next. | ||
| Step 4 | In Specify Resource Name, specify a name for the instance you want to configure. Click Next. | ||
| Step 5 | In Select Required Components, select the required components in the deployment and click Next: | ||
| Step 6 | In Configure Redundancy, select whether you want to configure a single-sided or a dual-sided setup. | ||
| Step 7 | In Configure AW
Server, enter the primary server name and IP address.
| ||
| Step 8 | In Configure Connection Details, choose Windows Authentication. Click Next. | ||
| Step 9 | In Select Unified Contact Center Enterprise Instance, select the AW instance for the deployment and click Next. | ||
| Step 10 | In Configure
Cisco Unified Contact Center Enterprise Server window, perform the following:
| ||
| Step 11 | If you selected
the option ConAPI Server (Provisioning) option in Step 4, enter the following
details:
| ||
| Step 12 | In Configure ConAPI Application Instance dialog box, enter the following details and click Next: | ||
| Step 13 | In the Multi Media Support dialog box, select Yes if you are using a Cisco Unified WIM and EIM application instance to provide support for non-voice interactions. The default is No. | ||
| Step 14 | In the Purge On Delete dialog box, select Yes if you want to purge items from the Unified Contact Center Enterprise automatically when they are deleted from Unified CCDM. The default is Yes. | ||
| Step 15 | In the Supervisor Active Directory Integration dialog box, select Yes if you want to enable support for associating existing Active Directory user accounts for Unified Contact Center Enterprise Supervisors. The default is No. If you select Yes, enter the following in the Configure Active Directory Connections: | ||
| Step 16 | Review the details in the Summary page and click Next to apply the changes to the model. | ||
| Step 17 | When the Unified Contact Center Enterprise is successfully configured click Exit to close the wizard and then click Save to retain your changes to the database. |
Configure Unified CVP Servers in Unified CCDM Cluster
The Configure Cisco Unified CVP Servers wizard configures Cisco Unified CVP server clusters. A Cisco Unified CVP server cluster consists of a Unified CVP Operations Console and, optionally, one or more call servers. To configure a Cisco Unified CVP server cluster:
| Step 1 | Navigate to Start > All Programs > Domain Manager > Configuration Tools > Integrated Configuration Environment. | ||
| Step 2 | In the ICE Cluster Configuration tool, select the Setup tab and click Configure Cisco Unified CVP Servers to start the wizard. | ||
| Step 3 | Select Add a New Instance and click Next. | ||
| Step 4 | In the Specify Unified CVP Operations Console Resource Name dialog box, specify a name for the Unified CVP operations console. | ||
| Step 5 | In the Select Version dialog box, specify the version of Unified CVP that is running on the CVP cluster you are configuring. | ||
| Step 6 | In the Configure Unified CVP Operations Console dialog box, enter the following: | ||
| Step 7 | In the Configure Primary Unified Config Web Service dialog box (only shown when the selected Unified CVP version is 10.0 or later), enter the following details: | ||
| Step 8 | In the
Select Number
of Call Servers dialog box, specify the number of CVP call servers in the
CVP cluster.
| ||
| Step 9 | If you specified at least one call server: | ||
| Step 10 | If you specified more than one call server, repeat step 8. to provide the details for the each of the remaining call servers. | ||
| Step 11 | The Summary dialog box summarizes the details of the Unified CVP cluster being configured and the settings you have chosen. | ||
| Step 12 | Check the details, and if you are satisfied, click Next. | ||
| Step 13 | A confirmation message is displayed to indicate that the wizard has completed successfully. Click Exit to close the wizard. | ||
| Step 14 | To save and action your changes, either click the Save icon in the tool bar or select File > Save from the menu. |
Create Unified CCDM Tenants, Folders and Equipment Mapping
Complete the following procedures to create tenants, folders, and an equipment mapping.
Create Tenants
Complete the following procedure to create Unified CCDM tenants.
| Step 1 | In the ICE Cluster Configuration tool, choose Equipment Mapping tab. |
| Step 2 | In the center pane, right-click the root node and select Add Tenant. |
| Step 3 | In the Tenant Details dialog box, enter the name of the new tenant. Optionally, in the Description field, enter a description. |
| Step 4 | Click OK. |
Create Folders
Complete the following procedure to create Unified CCDM folders.
| Step 1 | In the ICE Cluster Configuration tool, choose Equipment Mapping tab. |
| Step 2 | In the center pane, right-click the tenant that you created and choose Add Folder. |
| Step 3 | In the Folder Details dialog box, enter the name of the new folder. optionally, in the Description field, enter a description. |
| Step 4 | Click OK. |
Create an Equipment Mapping
Complete the following procedure to create an equipment mapping between a tenant or folder and the Unified Contact Center Enterprise equipment.
| Step 1 | In the ICE Cluster Configuration tool, choose Equipment Mapping tab. |
| Step 2 | In the folder tree, select the tenant or folder into which you want to import the resources from the Contact Center equipment. |
| Step 3 | In the adjoining pane select the check box or check boxes next to each item of Unified contact Center Enterprise equipment that you want to associate with the selected folder or tenant. |
| Step 4 | In the right-hand pane, choose Default Import Location or Remote Tenant Mapping. Using Default Import Location, all the resources imported from the source equipment are placed in the selected folder or tenant in Unified CCDM. Using Remote Tenant Mapping, all of the resources associated with the selected remote owner on the equipment are placed in the selected folder or tenant in Unified CCDM. |
| Step 5 | Click Save. |
Deployment Specific Configurations
- Integration of Small Contact Center Agent Deployment for UCCE with CCDM
- Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with CCDM
- Integration of Small Contact Center Agent Deployment for CVP with CCDM
Integration of Small Contact Center Agent Deployment for UCCE with CCDM
- Create Customer Definition
- Equipment Mapping for Small Contact Center Deployment
- Creating Users
- Resource Allocation for Small Contact Center Agent Deployment
- Naming Convention for the Resources in Small Contact Center Agent Deployment Model
Create Customer Definition
| Step 1 | Login to AW machine and Open the Configuration Manager. | ||
| Step 2 | Navigate to Explorer Tools->ICM Instance Explorer. | ||
| Step 3 | Click on Retrieve and select the ICM Instance for SCC Deployment. | ||
| Step 4 | Click on
Add Customer
Definition.
Name: Provide the name for Sub Customer definition Example: SubCust1 Network VRU: Select CVP_Type 10 | ||
| Step 5 | Click on
Save.
|
Equipment Mapping for Small Contact Center Deployment
Complete the following procedure to create an equipment mapping between a tenant or folder and the Unified Contact Center Enterprise equipment for Small Contact Center.
| Step 1 | In the ICE Cluster Configuration tool, choose Equipment Mapping tab. | ||
| Step 2 | In the folder tree, Right Click on Root and click on Add Tenant and provide the name for Tenant. Create Tenant for all Sub Customer, Example SubCust1. | ||
| Step 3 | Select the newly created Sub Customer Tenant and In the adjoining pane select the check box or check boxes next to each item of Unified contact Center Enterprise equipment that you want to associate with the selected Tenant. | ||
| Step 4 | In the right-hand pane, choose Remote Tenant Mapping. | ||
| Step 5 | Select the Customer definition created for sub customer Using Remote Tenant Mapping, all of the resources associated with the selected remote owner on the equipment are placed in the selected folder or tenant in Unified CCDM. | ||
| Step 6 | Repeat from
Step 2 to 5 for all the sub customers.
| ||
| Step 7 | Click on Unallocated folder and select the ucce folder that is integrated and in the adjoining pane select the check box of each item of Unified contact Center Enterprise equipment that you want to associate with the selected Tenant, check Default Import check box. | ||
| Step 8 | Click on Save |
Creating Users
| Step 1 | In Unified CCDM, select Security Manager > Users and create a Unified CCDM linked user to correspond to each active directory user that needs to run ISE. Select the Folders created for each Sub Customer and create one User for Each Sub Customer Folders. Provide the same user name as provided in UCCE User List, follow the below format to create the user. Example: The Unified CCDM username must be in the format SubCustomer1@HCSUCCE.ICM where SubCustomer1 is the name of the active directory user who needs to run ISE, and <Domain>HCSUCCE.ICM is the name of the domain on which Unified CCE is located. |
| Step 2 | Ensure that this Unified CCDM user has the same password as the corresponding active directory user of UCCE. |
| Step 3 | Ensure the below options are enabled: |
| Step 4 | Click Save. |
| Step 5 | Click Security under Home. |
| Step 6 | Select the sub customer Tenant and click Permission tab, uncheck Inherit Permissions and click Ok. |
| Step 7 | Repeat Step 6 for unallocated->SCCTenant Folder. |
| Step 8 | Select the newly created user and click Group tab. |
| Step 9 | Click Add to Groups. |
| Step 10 | Click unallocated->SCCTenant Folder and enable Basic Users Permission. |
| Step 11 | Click on Sub Customer Tenant and Assign the Advance User Permission and Click on ok. |
| Step 12 | ClickSave. |
Resource Allocation for Small Contact Center Agent Deployment
* Configuration done by Sub Customer User
** Configuration done by Service Provider which gets Imported under Unallocated Folder
*** Configuration done by Service Provider and Moved under Sub Customer Tenant.
| Parameters | Configuration done by Sub Customer | Configuration done by Service Provider | Notes |
|---|---|---|---|
| Peripheral Gateway and Routing Client | *** | VRU PIMS by default gets imported under Unallocated folder. CUCM and MR Routing client are moved under Sub Customer Tenant. | |
| Logical Interface Controller | *** | Logical Interface Controller for CUCM and MR peripheral are moved under Sub Customer Tenant. | |
| Physical Interface Controller | *** | Physical Interface Controller for CUCM and MR peripheral are moved under Sub Customer Tenant. | |
| Network VRU | ** & *** | NVRU for Type10 and NVRU for Type2 that is given in Day1 configuration by default will be available under Unallocated Folder. | |
| ECC Variable | ** | ECC Variables are given in Day1 Configuration and by default will be available under Unallocated Folder. and also the array size should be within the limitation | |
| Network VRU Script | ** & *** | NVRU Script given in Day1 by default will be available under Unallocated Folder. Note: Since it is mapped to the customer definition “hcs” in day1 config , this can be used by any of the subcustomer whose customer definition is hcs. NVRU Script specific to Sub Customer will be Created by Sub Customer user in his own Tenant. | |
| Application Instance | ** & *** | This item cannot be moved under any Tenant/folder but Service provider can create based on Customer request in aw | |
| Media Class | ** | ||
| Media Routing Domain | ** & *** | Default MRDs given in Day1 Configuration by default will be available under Unallocated Folder. | |
| Agent | * | ||
| Agent Team | * | ||
| Agent Desktop | * | ||
| Attribute | * | ||
| Call Type | * | ||
| Department | * | ||
| Dialed Number | * | ||
| Enterprise Skill Group | * | ||
| Label | * | Labels given in the day1 configuration will be imported under Unallocated folder. Service provider will map the label with Network VRU Type in the AW, based on Customer's request. For more information on how to map label to the network VRU Types , please refer the section Map Labels to the Network VRU Type | |
| Person | * | ||
| Precision Queue | * | ||
| Skill Group | * | ||
| User Variable | * | ||
| Outbound | *** | All the Outbound configuration will be done in AW by the Service Provider and those configurations will be moved to Sub Customer Tenant. |
Move Resource to Sub Customer Tenant
| Step 1 | Log In to CCDM Portal with Tenant Administrator Credentials. |
| Step 2 | Click on System Manager and Navigate to . |
| Step 3 | Click on the tree structure and select the parameters which should be move to sub customer Tenant. Example: Select Routing Client specific to sub customer. Repeat the steps for all the parameters that as to be moved under Sub Customer Tenant. |
| Step 4 | Click on Move and select the Sub Customer Tenant. |
| Step 5 | Click on Save and click on OK. |
Map Labels to the Network VRU Type
Note | This action will be performed by the Service Provider based on Sub Customer's request. |
| Step 1 | Login to AW machine. |
| Step 2 | Navigate to Configuration Manager -> Explore Tools -> Network VRU Explorer. |
| Step 3 | Click on Retrieve expand the unassigned tree structure. |
| Step 4 | Right Click on the label that you want to map to Network VRU Type10. |
| Step 5 | Click on Cut option. |
| Step 6 | Select and right click the Network VRU Type 10 to which you want to map the label. |
| Step 7 | Click on paste and Click on Save. |
Naming Convention for the Resources in Small Contact Center Agent Deployment Model
| Parameters | Sub Customer1 | Sub Customer2 |
|---|---|---|
| Dialed Numbers | Enterprise Name: 9220000001<RoutingClient> , Dialed Number String: 9220000001 OR Enterprise Name: PlayAgentGreeting<RoutingClient> Dialed Number String: PlayAgentGreeting | Enterprise Name: 9330000001<RoutingClient> , Dialed Number String: 9330000001 OR Enterprise Name: PlayAgentGreeting<RoutingClient> Dialed Number String: PlayAgentGreeting |
| Call Type | Enterprise Name: CT1Cust1 | Enterprise Name: CT1Cust2 |
| Agent | Enterprise Name: 10101010 LogIn Name: 10101010 Agent ID: 6001 | Enterprise Name: 20202020 LogIn Name: 20202020 Agent ID: 6001 |
| Skill Group | Enterprise Name: Skg1Cust1 Peripheral Number: 7001 | Enterprise Name: Skg1Cust2 Peripheral Number: 7001 |
| Network VRU Script | Enterprise Name: AgentGreetingCust1 VRU Script Name: PM,-a,,Cust1 | Enterprise Name: AgentGreetingCust2 VRU Script Name: PM,-a,,Cust2 |
| Network VRU Labels | Name: 9999500001 Label: 9999500001<RoutingClient> | Name: 9999500001 Label: 9999500001<RoutingClient> |
| Routing Script | Name: Script1 | Name: Script1 |
Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with CCDM
Note | These steps should be repeated for each sub customers. |
Create Customer Domain User with ISE Enabled
There are two ways to create a linked Unified CCE and Unified CCDM user so that Unified CCDM security can be applied to ISE scripts and resources. Normally you will create the user in Unified CCDM, specify that it is ISE-enabled and unified CCDM will automatically create the linked Unified CCE user. But if a suitable user already exists in Unified CCE, Unified CCDM will automatically import it. You then can configure the user as ISE-enabled in Unified CCDM.
Create Customer Domain User in Unified CCDM
| Step 1 | Login to Unified CCDM as Administrator, navigate to Security > Users | ||
| Step 2 | Select the required Tenant and click New to create a User. | ||
| Step 3 | In Login Name, enter the Fully qualified Domain Name. For example, user@domain.com. | ||
| Step 4 | Enable the Advanced Mode, Account Enabled , and Internet Script Editor Enabled check-boxes. | ||
| Step 5 | In User Home folder, select the appropriate sub-customer folder. Do not check Create a new folder for this user | ||
| Step 6 | Click Save. | ||
| Step 7 | Go to the User and click on Groups tab. | ||
| Step 8 | Click Add to Group and check Advanced Users. | ||
| Step 9 | In Add to Group window, Navigate to Root > Unallocated. | ||
| Step 10 | Select SCC Tenant folder and check Basic Users and click OK. | ||
| Step 11 | Click
Save.
|
Launching ISE from Client Machine
Integration of Small Contact Center Agent Deployment for CVP with CCDM
- Equipment Mapping for Small Contact Center CVP with CCDM
- Creating Roles
- Assigned Roles to the tenant
Equipment Mapping for Small Contact Center CVP with CCDM
For small contact center deployment model once the CVP integrated. By default CVP will get imported under unallocated folder.
| Step 1 | In the ICE Cluster Configuration tool, choose Equipment Mapping tab. | ||
| Step 2 | In the folder tree, Right Click on
Root and click on
Add Tenant and provide the name for Tenant.
Create Tenant for all Sub Customer, Example SubCust1.
| ||
| Step 3 | Select the newly created Sub Customer Tenant or existing sub customer Tenant and In the adjoining pane select the check box or check boxes next to each item of Unified CVP that you want to associate with the selected Tenant. | ||
| Step 4 | Repeat from Step 3 to all the sub customers. | ||
| Step 5 | Click on Unallocated folder and select the CVP folder that is integrated and in the adjoining pane select the check box of each item of Unified CVP equipment that you want to associate with the Selected Tenant, check Default Import check box. | ||
| Step 6 | Click Save. |
Creating Roles
Assigned Roles to the tenant
Cisco UCDM Integration
Basic Configuration of Unified Communications Domain Manager
The following procedures illustrate the workflow for provisioning UC services using the Unified Communications Domain Manager. Note that not all levels are used in the Cisco HCS environment as we use single provider/single Reseller/Multiple Customers/Single division per Customer/Multiple locations per Customer. You can assign administration rights to the Administrators at the Super User/ Provider/Customer/Location levels.
The Unified Communications Domain Manager maintains different hierarchy levels from where you can manage configuration objects. The following are all possible levels:
Note | Not all levels are used in the Cisco HCS environment as we use single Provider/single Reseller/Multiple Customers/Single division per Customer/Multiple locations per Customer. |
- Add Customer
- Static Configuration in CUCM for CUCDM
- Add Unified CM in Unified Communications Domain Manager
- Hardware Groups
- Add New Divisions
- Create Site Codes
- Configure Locations
- Manage Feature Groups
Add Customer
In the context of Cisco HCS and the Unified Communications Domain Manager, a single customer represents an enterprise that is buying cloud-based collaboration services from a service provider. Before the service provider can provide end user services, you must add the Customer to Unified Communications Domain Manager.
To add a customer, follow these steps:
Static Configuration in CUCM for CUCDM
Before you integrate Cisco Unified Communications Manager, you must perform the following procedures:
Note | Ensure that you perform these procedures manually on the Unified Communications Manager. |
- Configure Server
- Configure Cisco Unified Communications Manager
- Configure Date and Time Group
- Configure IP Phone Services
- Install Dial Plan
- Configure a Route Filter
- Configure Common Device Profile
- Associate Common Device Profile to IP Phone
Configure Server
Configure Cisco Unified Communications Manager
Configure Date and Time Group
| Step 1 | Log in to the Unified Communications Manager server. | ||
| Step 2 | Choose System > Date/Time group > Add new. | ||
| Step 3 | Add the
following information:
| ||
| Step 4 | Click Save. |
Configure IP Phone Services
You must statically configure the following Phone Services on Unified Communications Manager before you initialize PBX:
- Configure Roaming Login/Logout Service
- Configure Login/Logout Phone Service
- Configure Phone Services
Configure Roaming Login/Logout Service
Follow these steps to configure roaming Login/Logout Service on Unified Communications Domain Manager.
Configure Login/Logout Phone Service
Follow these steps to configure Login/Logout Phone Service on Unified Communications Manager.
| Step 1 | Log in to the Unified Communications Manager Administration GUI. |
| Step 2 | Navigate to Device > Device Settings > Phone Services. |
| Step 3 | Click Add New . |
| Step 4 | Enter Login/Logout as a Service Name. |
| Step 5 | Enter the Service Description. |
| Step 6 | Enter the Service URL: http://<IP_Address_of_CUCM_Server/emapp/EMAppServlet?device=#DEVICENAME#. |
| Step 7 | Select the Service Category as XML Service from the drop-down list. |
| Step 8 | Select the Service Type as Standard IP Phone Service from the drop-down list. |
| Step 9 | Check the Enable check box. |
| Step 10 | Click Save. |
Configure Phone Services
Follow these steps to configure Unified Communications Domain Manager Phone Services. This Service provides value-added applications (for example, Speed Dial, Call Forward). You can configure this service as per theUnified Communications Manager model Global Setting "USM Services."
| Step 1 | Log in to the Unified Communications Manager Administration GUI. |
| Step 2 | Navigate to Device > Device Settings > Phone Services. |
| Step 3 | Click Add New. |
| Step 4 | Enter the Service Name: <name as configured in Global Settings>. For example, Phone Services. |
| Step 5 | Enter the description. |
| Step 6 | Enter the Service URL: http://<IP_Address_of_CUCDM_Server/bvsmweb/bvsmservices.cgi?device=#DEVICENAME#. |
| Step 7 | Select the Service Category as XML Service. |
| Step 8 | Select the Service Type as Standard IP Phone Service. |
| Step 9 | Check the Enable check box. |
| Step 10 | Uncheck the Enterprise Subscription check box. (By default, the check box is unchecked.) |
Install Dial Plan
You can install dial plan files from either a local or a remote source by using the same process that is described earlier in this chapter for installing software upgrades. See http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/cucos/8_6_1/cucos/osg_861_cm.html the CUCM operating system guide, under section "Software Upgrade Procedures" for more information about this process.
After you install the dial plan files on the system, login to the Cisco Unified Communications Manager Administrationand navigate to Call Routing > Dial Plan Installer and install the Dial Plan.
Note | By default United States Dial plan exists only in Unified Communications Manager, if you add new country it needs Dial Plan with respect to that country. If dial plan is not uploaded you will get an Dial Plan error while loading static configuration in Cisco Unified Communications Domain Manager. |
Configure a Route Filter
Complete the following procedure to configure a route filter.
| Step 1 | Login to Cisco Unified Communications Manager Administration. |
| Step 2 | Navigate to Call Routing > Route Filter. |
| Step 3 | Click Add New. |
| Step 4 | Select the appropriate Numbering Plan and click Next. |
| Step 5 | Enter a Router
Filter name for corresponding county.
Example:For UK the Router Filter name will be NatCall-44 as per the VOS template. |
| Step 6 | Click
Add
Clause and select the appropriate clause.
Example:For UK the default clause of AREA-CODE and NATIONAL-NUMBER is EXISTS. |
| Step 7 | Click Save. |
Configure Common Device Profile
Associate Common Device Profile to IP Phone
Add Unified CM in Unified Communications Domain Manager
- Add Cisco Unified Communications Manager Cluster
- Add Unified Communications Manager Servers and Groups
- Import Parameters
- Import IP Phone Services
- Initialize PBX
- Connect PBX to PBX for Inter Cluster Calls
Add Cisco Unified Communications Manager Cluster
Follow this procedure to add a Unified Communications Manager cluster to Unified Communications Domain Manager:
Note |
|
| Step 1 | Navigate to Network > PBX Device. | ||
| Step 2 | Select the appropriate provider. | ||
| Step 3 | Click Add. | ||
| Step 4 | Click
Cisco Call
Manager > Add.
| ||
| Step 5 | After you complete all the fields, click Add. |
Add Unified Communications Manager Servers and Groups
After the Unified Communications Manager cluster is added, you must add the Servers and Groups into Unified Communications Domain Manager.
| Step 1 | Go to Network > PBX Devices. | ||
| Step 2 | Select the appropriate provider. | ||
| Step 3 | Click the Unified Communications Manager Cluster that was added in the previous step. | ||
| Step 4 | Click
Servers >
Add.
| ||
| Step 5 | After you add the servers, go to Groups > Add. | ||
| Step 6 | Enter a Group Name and enter a value for Maximum Streams supported. | ||
| Step 7 | Check at least one group check box, either Phone or Trunk group. | ||
| Step 8 | Select the CUCM server by checking the checkbox of relevant server to create the Group. | ||
| Step 9 | Click Return to Manage Clusters. |
Import Parameters
Import IP Phone Services
Initialize PBX
After you add the Unified Communications Manager cluster, servers, and groups to Unified Communications Domain Manager, the cluster can now be initialized.Unified Communications Domain Manager will construct configuration information and apply it to the Unified Communications Manager publisher.
| Step 1 | Go to Network > PBX Devices. |
| Step 2 | Select the appropriate provider. |
| Step 3 | Select the appropriate Unified Communications Manager cluster. |
| Step 4 | Go to the bottom of the page and click Load Static Config. |
| Step 5 | Verify that the operation was successful by checking the output on the return screen. When the operation is successful, a time stamp is added to the cluster. |
Connect PBX to PBX for Inter Cluster Calls
Note | This Section applies only for 12000 agent deployment model. |
The transfer and conference calls need to be transferred across the different Unified Communications Manager cluster; in order to perform this, Communications Manager clusters should be inter-connected. After adding all three Unified Communications Manager clusters, complete the following procedure to create trunks between Communications Manager Clusters through CUCDM.
| Step 1 | Login to Cisco Unified Communications Manager Administration. |
| Step 2 | Navigate to . |
| Step 3 | Select the appropriate provider. |
| Step 4 | Click Connectivity against the First Unified Communications Manager cluster. |
| Step 5 | Click PBX=>PBX button in the Connectivity Management Page. |
| Step 6 | In the PBX Server connectivity page, select the other two Clusters listed and then click Connect Selected button. The page is displayed the connection combinations for all the clusters. |
| Step 7 | Click Confirm. |
| Step 8 | PBX clusters connected to First Unified Communications Manager cluster can be viewed at PBX Server connectivity page, to navigate to the page follow steps 1 to 6. |
Hardware Groups
Hardware groups link architecture components into groups. This transaction selects a device from the specified group that is available for the required purpose.
For example, the Add Location transaction selects an IP PBX and a transit switch from the devices in the specified hardware groups. If multiple IP PBXs are in the hardware groups, Unified Communications Domain Manager selects one. The Add Location configures only one IP PBX selected from the hardware groups (Unified Communications Domain Manager does not configure all IP PBXs in the hardware groups).
Add Hardware Group
Complete the following procedure to add a hardware group.
Note | Add a separate Hardware group towards each cluster for 12000 agent deployment model. |
| Step 1 | From the Unified Communication Domain Manager GUI, navigate to Network >Hardware Groups >Add. |
| Step 2 | Enter the name of the Hardware group that is specific to the customer and click Next. |
| Step 3 | Select the devices such as local gateways, PBX devices, conference servers, console servers, voicemail servers, transit switches based on the required configuration by checking the check boxes at the right, and click Add. |
Associate Hardware Groups with Customers
Customer administrators can access the Customer Hardware Group Management page by browsing to.
Add New Divisions
This section describes how you can add new divisions to the system. Divisions group locations are aimed at large enterprises, or tenants, with many locations.
The grouping of locations into divisions enables easier day-to-day management so a customer administrator does not have to search through dozens or hundreds of locations.
Note | You do not need a new division for every location, but each customer must have at least one division to add a new location. |
Follow these steps to add a new division:
| Step 1 | In the Unified Communications Domain Manager, choose General Administration > Divisions. | ||
| Step 2 | If not done already, select the relevant customer.
| ||
| Step 3 | Complete all the mandatory fields and assign the number of lines required, Phones Required, Subscriber number for each service, GUI Branding, and the click Add. | ||
| Step 4 | Optionally you can select the security profile, if required.
|
Create Site Codes
Site codes are added under customer. Site codes are created automatically when you create a customer, you can manually create site codes.
If the customer needs variable length site codes, you must create site codes manually by navigating to Resources > Site Code Inventory > Add.
Configure Locations
Complete the following procedures to configure locations.
- To Add an Area Code
- Create Device Feature Groups for Contact Center
- Add a Location
- Move External Numbers for Locations
- Associate External Numbers to Internal Numbers
- Upload and Configure ENT Template
To Add an Area Code
To add an area code, perform the following:
Create Device Feature Groups for Contact Center
Device feature groups are feature templates that define calling restrictions and feature activations for devices and lines. To add a feature group suitable for Contact Center Agent lines, perform this procedure in the Unified Communications Domain Manager administration interface.
| Step 1 | Navigate to . |
| Step 2 | Select the customer instance, for example, Customer_1. |
| Step 3 | Click
Add.
|
| Step 4 | Under the Value Add panel, select features as required. |
| Step 5 | Under Common Line Settings (Line feature) panel, the Contact Center Agent Line feature needs to be always checked. |
| Step 6 | Under Private line settings (phone line feature) panel, check Recording option and Recording profile |
| Step 7 | Under Handset panel Check Built-in Bridge check box Insert these lines. |
| Step 8 | Click Submit. |
Add a Location
Complete the following procedure to add a location.
Configure route list, route pattern, see Call Routing Prerequisites.
| Step 1 | Choose General Administration > Locations > Add. |
| Step 2 | Complete all the mandatory fields. |
| Step 3 | Selecting Security Profile is optional. If you have your own security profile, you can select that using the drop-down menu and click on Next. |
| Step 4 | Select the Hardware Group. |
| Step 5 | Select the appropriate dial plan, Select Branding and Click Next. |
| Step 6 | Select Subnets in the Subnets section, Assign Bandwidth Group is optional. Enter the required Supported Streams. |
| Step 7 | Assign Extension Range is optional and click Add. |
Move External Numbers for Locations
Complete the following procedure to move external numbers for locations.
Associate External Numbers to Internal Numbers
Complete the following procedure to associate external numbers to internal numbers.
Upload and Configure ENT Template
There are different types of ENT templates available for Intra site, Inter site, and ICT calls. Use the required ENT template to create the translation pattern in the CUCM through CUCDM. These templates are essential otherwise, calls will not work.
Follow this procedure to upload and configure the ENT template:
| Step 1 | Open the required template i.e IntraSite_<G1/G2>.xls. |
| Step 2 | In the Notes sheet of the template; mention Provider name, Reseller name, and Customer name. This information will be updated in the other sheets of the template. |
| Step 3 | Click Save and close the sheet. |
| Step 4 | Login to CUCDM. |
| Step 5 | Upload the modified template in General Tools > Bulk Load Tools > Schedule New Job. |
| Step 6 | After the successful upload, go to General Administration > Number Translation Feature > <customer>. |
| Step 7 | Click Add. |
| Step 8 | Follow the procedure mentioned in Number Translations provisioning guideline in the Notes sheet of the template. Repeat these steps for the other ENT templates. |
Manage Feature Groups
Provisioning Feature Group Templates
CUCDM allows administrators to provide granular control using feature group templates. Feature group templates are provisioned and managed at the Provider level. Customer admins can create feature groups from the template that was created by the Provider admin.
Follow the steps below to add a feature group template.
Provisioning Feature Groups
Follow the steps below to add a feature group.
Associating Feature Group
Feature Group can ONLY be associated when registering a phone.
Follow the steps below to associate a Feature Group to a phone.
Configure PGW in Unified Communications Domain Manager
Configuration Planning
Planning for PGW configuration involves laying out a plan for the trunk group numbers, SIP signaling ports for the trunks, and the destination IP addresses for all of its interfaces. Figure 53971285-1 shows the PGW interfaces that require manual configuration.
Apart from the trunk configurations it is required, at this point, to choose a four-digit CPID for the UCCE server that will be added to the UCDM (Explained in a later section). The CPID can be any four-digit numerical value that is available for selection in UCDM.
Note | CPID is a numerical identifier given to each call processor added to UCDM. These call processors include CUCM, PGW, UCCE server, Unity Connection, etc. To get an available CPID value from UCDM, navigate to Network > Contact Centre, and click Add. In the Configure Contact Center in Unified Communications Domain Managerpage, look for the CPID drop-down menu. Choose one of the values provided by the menu for configuring the trunk profile in PGW. |
| Interface | Trunk group number | Signaling port | Dial plan/CPID |
|---|---|---|---|
| PSTN | Incoming:5000 | 5070 | P#PADDEDCC#(not configurable; do not choose anything else |
| CUBE(SP) | Outgoing:3001 | 5071 | 1001 (Example of an available CPID for UCCE server) |
Note | The Dial Plan name for PSTN is always in the format of P#PADDEDCC# where #PADDEDCC# is the three-digit zero-padded country code. For United States, the dial plan name will be P001. |
PGW MML Provisioning
This section provides MML configuration examples for the plan created in the previous section, for a minimal setup.
Add listening ports to SIP service link
NoteAssumes that a SIP link (siplink-hcs-cc) is already added.
Add routing objects for the incoming trunk from PSTN
Parameters
Parameter
Value
Country United States (code=001) Trunk group name 5000 Dial plan/custgrpid P001 MGC IP address 10.4.250.6 Listening port 5070 MML Commands
prov-add:trnkgrp:name="5000",type="SIP_IN",svc="sip-path" prov-add:PROFILE:NAME="ccm-pstn-sip-profile", TYPE="sipprofile", custgrpid="P001",localport="5070", mgcdomain="10.4.250.6", mgcsipversion="SIP/2.0", sipdtmfcontenttype="1", subscribenotifysupport="0", support183="3", supportreliable100="MANDATORY", unsolicitednotifymethod="1" prov-add:TRNKGRPPROF:name="5000",profile="ccm-pstn-sip-profile" prov-add:IPINMAPPING:NAME="incoming-sip-pstn",DESC="Inbound SIP from CBO PSTN",SIGSVC="sip-path", ALLOWEDIP="0.0.0.0", ALLOWEDIPNETMASK="255.255.255.255",SIPPORT=5070,TRNKGRPNUM=5000
Add routing objects for the outgoing trunk to CUBE(SP) Format: Route-trunk name rtetolc<CPID> Route-list name rtlist2lc<CPID> Parameters: Parameter Value Trunk group name 3001 CPID/custgrpid 1001 CUBE(Ent) IP address 10.4.207.194 Trunk port 5071 MML Commands
prov-add:trnkgrp:name="3001",type="IP_SIP",svc="sip-path" prov-add:TRNKGRPPROF:name="3001",profile="cube-sip-profile" prov-add:IPROUTE:NAME="ipr1-3001",DESC="IP Route to Ent7 CC1 1001", DEST="10.4.207.194", NETMASK="255.255.255.255", NEXTHOP="IP_NextHop1", IPADDR="IP_Addr1", PRI=1 prov-add:siprttrnkgrp: name="3001", url="10.4.207.194", srvrr=0,sipproxyport=5071, version="2.0",cutthrough=2, extsupport=1, domainbasedrtgsupport=0 prov-add:rttrnk:weightedTG="OFF",name="rtetolc1001",trnkgrpnum=3001 prov-add:rtlist:name="rtlist2lc1001",rtname="rtetolc1001",distrib="OFF"
Configure Contact Center in Unified Communications Domain Manager
This section provides detailed workflow for provisioning Cisco Unified Customer Voice Portal (Unified CVP) services for HCS through the Cisco Unified Communications Domain Manager administration interface. Unified Communications Domain Manager plays a vital role in integrating the Unified CVP with the HCS infrastructure as well as with the HCS dial plan. However, Unified Communications Domain Manager provisioning is restricted on the Cisco Unified Communications Manager and Cisco IOS gateways only. To provision the Cisco Unified Contact Center Enterprise (CCE) components, you must use other tools like Unified CCE ICM Configuration Manager or Unified Communications Domain Manager
It is assumed that the locations requiring Contact Center services are already created through Unified Communications Domain Manager. The workflow explained here instructs you how to add contact center services to these locations.
This section presents the following topics:
-
Unified Communications Manager Enterprise Parameters for Contact Center Locations
-
Cisco Unified Communications Manager Groups and Media Resources
-
Cisco Unified Communications Manager routing objects for Unified CVP
-
Connect Unified CVP in Unified Communications Domain Manager
-
Additional Configurations for the 4000 Agent Deployment Model
-
Upload and Configure Short Code Dialing Template for 12000 Agents Deployment Model
- Unified Communications Manager Enterprise Parameters for Contact Center Locations
- Cisco Unified Communications Manager Groups and Media Resources
- Set Up CCGroup
- Set Up CCDevice Pool
- Configure Phone Types for Unified CCE Agents
- Add Unified CVP in Unified Communications Domain Manager
- Cisco Unified Communications Manager routing objects for Unified CVP
- Connect Unified CVP in Unified Communications Domain Manager
- Associate Hardware Groups with Unified CVP
- Configure Contact Center Service
- Upload and Configure Short Code Dialing Template for 12000 Agents Deployment Model
Unified Communications Manager Enterprise Parameters for Contact Center Locations
Complete the following procedure using the Unified Communications Domain Manager administration interface to configure enterprise parameters for the Unified Communications Manager instance that serves the contact center.
| Step 1 | Navigate to . | ||
| Step 2 | Select Unified Communications Manager by clicking on its cluster name. | ||
| Step 3 | In the CCM Cluster Management page, click Attributes. | ||
| Step 4 | Perform a search for the word ClusterName to find the Attribute Code. | ||
| Step 5 | Under Current Settings, enter the Cluster Fully Qualified Domain Name of the Unified Communications Manager cluster, for example, ucm.customer_1.com. | ||
| Step 6 | Click Modify against the attribute code. | ||
| Step 7 | After updating the parameter, return to the Attributes page and search for the attribute code OrganizationDomain. | ||
| Step 8 | Under Current Settings, enter the Cluster Fully Qualified Domain Name of the Unified Communications Manager cluster, for example, ucm.customer_1.com. | ||
| Step 9 | Click
Modify against the attribute code.
Perform these steps for all Unified Communications Manager clusters to be used for Unified CVP integration.
|
Cisco Unified Communications Manager Groups and Media Resources
Before adding phones, trunks, and other objects for Contact Center, ensure that the required Unified Communications Manager groups and media resource groups are configured in Unified Communications Manager using Unified Communications Domain Manager. This enables proper group assignment for devices when they are added.
Perform the following steps to create and verify these configurations using Unified Communications Domain Manager.
What to Do Next
To add/verify a media resource group, follow these steps:
Set Up CCGroup
| Step 1 | Navigate to . | ||
| Step 2 | Select the Unified Communications Manager cluster by clicking on its name. | ||
| Step 3 | On the CCM Cluster Management page, click Groups. | ||
| Step 4 | Click
Add to add a new Unified Communications Manager
group.
| ||
| Step 5 | Click Submit. |
Set Up CCDevice Pool
Perform the following steps to create and verify these configurations using Cisco Unified Communications Manager web Administration.
| Step 1 | Choose . |
| Step 2 | Click Add New . |
| Step 3 | Enter GL-DP-CC in Device Pool Name. |
| Step 4 | In Cisco Unified Communications Manager Group , select the CCGroup. |
| Step 5 | Select an appropriate Date/Time Group and Network Locale for the customer. |
| Step 6 | Select an appropriate Media Resource Group list. |
| Step 7 | Click Save. |
Configure Phone Types for Unified CCE Agents
Perform the following steps in the Unified Communications Domain Manager administration interface for the phone types to be used for the Unified CCE agents. Performing these steps supports the use of RT endpoints in UCCE as agent phones.
Add Unified CVP in Unified Communications Domain Manager
Perform this procedure to add and configure a Contact Center server to the Unified Communications Domain Manager provider inventory.
Note | Add a Contact center server towards each cluster for 12000 agent deployment model. |
| Step 1 | Navigate to . | ||
| Step 2 | Click Add to add a new Unified CVP server. | ||
| Step 3 | Enter the
following details in the next page:
| ||
| Step 4 | Click
Add.
|
Cisco Unified Communications Manager routing objects for Unified CVP
This section explains how to create the route lists, route groups, and trunks in Unified Communications Manager for Contact Center services.
Two route lists are required to configure the Unified Communications Manager for Unified CVP integration. One is to route the network VRU pattern to Cisco CVP setup, and the other is to route internal Contact Center pilot DNs to the Ingress gateway/CUBE(E). When a Unified CVP server is connected to Unified Communications Manager through Cisco Unified Communications Domain Manager, these route lists must exist in Unified Communications Manager for integration. Unified Communications Domain Manager identifies each route list by name, which is configured in a specific format including the CPID of the Unified CVP server. In Cisco Hosted Collaboration Solution, routing objects on Unified Communications Manager can be created using the Unified Communications Domain Manager administration interface. Follow the steps in the following sections to create a Unified CVP connection object, and to create the required trunks, route lists, and route groups towards Ingress gateway and Unified CVP.
In Small Contact Center, calls towards ingress gateway and Unified CVP will be routed through CUBE(SP).
Call Routing Prerequisites
Call routing connections for CUBE(SP) (Aggregation) must be provisioned using the Call Routing Connections feature. Configure the following for each:
Note | This is sample configuration for the United States of America (country code has to be replaced for other countries). |
| Route List Name | Call Manager Group | Route Group Name |
| EMERGENCY1 | Phone-Group | RG-AGGR |
| PSTNINT1 | Trunk-Group | RG-AGGR |
| PSTNNAT1 | Trunk-Group | RG-AGGR |
| SERVICE1 | Phone-Group | RG-AGGR |
| Route Pattern | Description | Partition | Route List | Route Pattern Model Type |
|---|---|---|---|---|
| \ +.!# | Route Intl Calls # | RouteSelPT-1 | PSTNINT1 | USA_INTL_wPlus |
| \ +.! | Route Intl Calls to PSTN | RouteSelPT-1 | PSTNINT1 | USA_INTL_wPlus |
| \ +1.!# | Route Natl Calls # | RouteSelPT-1 | PSTNNAT1 | USA_NATL_wPlus |
| \ +1.! | Route Natl Calls to PSTN | RouteSelPT-1 | PSTNNAT1 | USA_NATL_wPlus |
| \ +011.!# | Route Service Calls # | RouteSelPT-1 | SERVICE1 | USA_SVC_wPlus |
| \ +011.! | Route Service Calls to PSTN | RouteSelPT-1 | SERVICE1 | USA_SVC_wPlus |
Complete the following steps to call routing prerequisites through Cisco Unified Communications Domain Manager.
| Step 1 | Navigate to Network > PBX Devices. |
| Step 2 | Click Connectivity against the Unified Communications Manager cluster to be used for the Unified Contact Center Enterprise services. |
| Step 3 | Click PBX=>Connection Destination button in the following screen. |
| Step 4 | Select the Connection Parent by clicking on it. For example, UCCE Connection. |
| Step 5 | Add the required Trunks, Route Lists and Route Groups. |
Route to Ingress Gateway
Log in to the Unified Communications Domain Manager administration interface, and perform the following steps to complete a route configuration toward the Ingress gateway.
Create a connection object
Create the Trunk
Note | Add a separate TRUNK towards each cluster for 12000 agent deployment model. |
| Step 1 | Choose the
following options for creating a trunk to the Ingress gateway.
| ||||||
| Step 2 | Click Next, and proceed to Create the Route Groups. |
Create the Route Groups
Note | Add a separate Route Group with respective CPID towards each cluster for 12000 agent deployment model. |
| Step 1 | Choose the
following options for creating a route group to the Ingress gateway.
| ||
| Step 2 | Click Next, and proceed to Create the Route Lists. |
Create the Route Lists
Note | Add a separate Route List with respective CPID towards each cluster for 12000 agent deployment model. |
| Step 1 | Choose the
following options for creating a route list to the Ingress gateway.
| ||
| Step 2 | Click
Finish.
Route connection toward the Ingress gateway is complete. |
Route to Unified CVP
Log in to the Unified Communications Domain Manager administration interface and perform the following steps to complete a route configuration toward the Unified CVP server.
- Create SIP Trunk Security Profile for Consult and Transfer Call for Small Contact Center
- Create SIP Trunk Security Profile for Internal help-desk for Small Contact Center
- Create the Trunk
- Create the Route Groups
- Create the Route Lists
Create SIP Trunk Security Profile for Consult and Transfer Call for Small Contact Center
Create SIP Trunk Security Profile for Internal help-desk for Small Contact Center
Create the Trunk
Note | Add a separate TRUNK towards each cluster for 12000 agent deployment model. |
| Step 1 | Choose . | ||||
| Step 2 | Click Connectivity for the Unified Communications Manager cluster to be used for the Contact Center services. | ||||
| Step 3 | Click PBX==>Connection Destination. | ||||
| Step 4 | Select the Connection Parent by clicking on it. For example, Unified CVP Connection. | ||||
| Step 5 | In the
Connection Trunks pane, click
Add
Trunk.
| ||||
| Step 6 | Click Finish, and proceed to Create the Route Groups. |
Create the Route Groups
Note | Add a separate Route Group with respective CPID towards each cluster for 12000 agent deployment model. |
| Step 1 | Choose . |
| Step 2 | Click Connectivity against the Unified Communications Manager cluster to be used for the Contact Center services. |
| Step 3 | Click PBX==>Connection Destination. |
| Step 4 | Select the Connection Parent by clicking on it. For example, Unified CVP Connection. |
| Step 5 | In the Route
Groups pane, click
Add
Route Groups.
|
| Step 6 | Click Finish, and proceed to Creating the Route Lists. |
Create the Route Lists
Note | Add a separate Route List with respective CPID towards each cluster for 12000 agent deployment model. |
| Step 1 | Choose . | ||
| Step 2 | Click Connectivity against the Unified Communications Manager cluster to be used for the Contact Center services. | ||
| Step 3 | Click PBX==>Connection Destination. | ||
| Step 4 | Select the Connection Parent by clicking on it. For example, Unified CVP Connection. | ||
| Step 5 | In the Route
Lists pane, click
Add
Route Lists.
| ||
| Step 6 | Click
AddRouteList.
|
Connect Unified CVP in Unified Communications Domain Manager
According to Cisco Unified Communications Domain Manager, the Unified CVP server is the only component representing the Contact Center inventory in the system. To use a Unified Communications Manager cluster for the Unified Contact Center services, you must connect these applications to the Unified CVP server. This step is required for Unified CVP integration because it enables Unified Communications Domain Manager to choose the right Unified Communications Manager cluster for provisioning the Unified CVP integration.
| Step 1 | Choose . |
| Step 2 | Click Connectivity for the Unified CVP server. |
| Step 3 | Under the PBX Device Name, click Connect for the applicable Unified Communications Manager cluster. |
| Step 4 | Ensure that the transactions are completed successfully without any errors. |
| Step 5 | Return to the Connectivity Management page, and ensure that the servers are connected by verifying the presence of Disconnect button against the Unified Communications Manager cluster. |
Associate Hardware Groups with Unified CVP
To associate a Unified CVP server to an existing customer, a hardware group is first created that includes the Unified CVP server. This hardware group is then associated to the customer.
| Step 1 | Choose . | ||
| Step 2 | Click Add. | ||
| Step 3 | Click Next. | ||
| Step 4 | Select the Unified Communications Manager cluster and the Contact Center server. | ||
| Step 5 | Click
Add.
|
What to Do Next
To associate the hardware group to a customer, perform the following steps:
-
Choose .
-
Select a customer by clicking on its name.
-
On the Customer management page, click Advanced Management.
-
Click Hardware Group Association.
-
Under Available Hardware Group, click Associate for the Contact Center hardware group that you created previously. For example, Cust_1_CC_HWG.
-
Ensure that the association transaction completes successfully without errors.
Note | In Small Contact Center, ensure to associate hardware group to its sub customer. |
Configure Contact Center Service
Contact Center services hold configurations such as the hardware group that is used by the customer for contact center, pilot numbers and E.164 associations.
Note | :Add a Contact Center Service towards each cluster for 12000 agent deployment model. |
| Step 1 | Choose . |
| Step 2 | Select the customer instance, for example Customer_1. |
| Step 3 | On the Contact Center Services page, click Add. |
| Step 4 | Configure the
service with the following fields:
|
| Step 5 | Click Next. |
| Step 6 | Select the configured contact center server from the drop-down list. |
| Step 7 | Enter the extension range to be used for pilots in the Extension Range(s) field. For example, 0001-0005. |
| Step 8 | Click Add. |
Upload and Configure Short Code Dialing Template for 12000 Agents Deployment Model
This template is used to configure the short code (SC) dialing for the internal help desk number. In 12000 agent deployment model, since there are multiple clusters and each cluster has a separate internal help desk number/Internal pilot number, SC dialing template can be used to create a short code and map it to the internal help desk number. So that all cluster will have the same short code to be used for dialing by the agents. The short code would be translated to the original internal help desk number and sent to the next node i.e. CUBE-E.
| Step 1 | Open the latest SC_dialing_template.xls. | ||
| Step 2 | In the Notes Sheet of the template; specify Provider name, Reseller name, and Customer name. This information will be updated in the other sheets of the template. | ||
| Step 3 | Click Save and close the sheet. | ||
| Step 4 | Login to CUCDM. | ||
| Step 5 | Upload the modified template in . | ||
| Step 6 | After the successful upload, go to . | ||
| Step 7 | Click Add. | ||
| Step 8 | Follow the
procedure mentioned in Number Translations provisioning guideline in the Notes
sheet of the template.
|
ASA Integration
This section covers the configuration procedures required in Cisco ASA to integrate the customer instances for all types of HCS deployment.
- Integration of ASA for HCS Deployment model
- Integration of ASA for Small Contact Center Deployment Model
Integration of ASA for HCS Deployment model
For the 500, 1000, 4000 and 12000 agent deployment models the following configuration in Cisco ASA is required to integrate the customer instance components with the shared components. The following figure illustrates the deployment of different types with a Single ASA.
- Configure Interfaces in the System Execution Space
- Configure Security Contexts
- Configure Interfaces in the Customer Instance Context
- Configure Access-list in the Customer Instance Context
- Configure NAT in the Customer Instance Context
Configure Interfaces in the System Execution Space
| Step 1 | Navigate to
global configuration mode:
hostname/context_name#changeto system hostname#configure terminal hostname(config)# |
| Step 2 | Navigate to
the interface Gigabit Ethernet 0/1 and enter the following command:
hostname(config)#interface gigabitethernet 0/1 hostname(config-if)#no shut |
| Step 3 | Navigate to
the sub-interface and enter the following commands, to assign the sub-interface
to the customer_instance context and vlan ID inside the customer_instance:
hostname(config-if)#interface GigabitEthernet0/1.X hostname(config-if)#vlan x hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/0.X hostname(config-if)#vlan x hostname(config-if)#no shut |
| Step 4 | Repeat the
above steps to assign a sub interface for each Customer instance.
Example: For 500 agent customer instance: hostname(config)#interface Gigabit Ethernet 0/1 hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/1.1 hostname(config-if)#vlan 2 hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/0.1 hostname(config-if)#vlan 340 hostname(config-if)#no shutFor 1000 agent customer instance: hostname(config-if)#interface GigabitEthernet0/1.2 hostname(config-if)#vlan 4 hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/0.2 hostname(config-if)#vlan 341 hostname(config-if)#no shut |
Configure Security Contexts
| Step 1 | Create customer_instance
context in System Execution Space:
hostname(config)#context customer_instance |
| Step 2 | Configure the customer_instance context definitions:
hostname(config-ctx)#description customer_instance context (optional) hostname(config-ctx)#allocate-interface GigabitEthernet0/1.1 cust_inside invisible hostname(config-ctx)#allocate-interface GigabitEthernet0/0.1 cust_outside invisible hostname(config-ctx)#config-url disk0:/ customer_instance.cfg |
Configure Interfaces in the Customer Instance Context
| Step 1 | Navigate to
customer_instance context configure mode:
hostname#changeto context customer_instance hostname/customer_instance#configure terminal hostname/customer_instance(config)# |
| Step 2 | Configure the
interfaces for customer instances:
Example: hostname#changeto context 500deployment hostname/500deployment#configure terminal hostname/500deployment(config)#interface gigabitethernet0/1.1 hostname/500deployment(config-if)#nameif inside hostname/500deployment(config-if)#ip address 10.10.10.1 255.255.255.0 hostname/500deployment(config-if)#interface gigabitethernet0/0.1 hostname/500deployment(config-if)#nameif outside hostname/500deployment(config-if)#ip address 209.165.200.227 255.255.255.224 hostname/500deployment(config-if)#exit hostname/500deployment(config)#exit hostname/500deployment#changeto context 1000deployment hostname/1000deployment#configure terminal hostname/1000deployment(config)#interface gigabitethernet0/1.2 hostname/1000deployment(config-if)#nameif inside hostname/1000deployment(config-if)#ip address 10.10.10.1 255.255.255.0 hostname/1000deployment(config-if)#interface gigabitethernet0/0.2 hostname/1000deployment(config-if)#nameif outside hostname/1000deployment(config-if)#ip address 209.165.200.228 255.255.255.224 |
Configure Access-list in the Customer Instance Context
Configure the access-list to allow IP traffic. The access-list is applied to both outside and inside interfaces:
| Step 1 | Create the
access-list for both outside and inside IP traffic:
hostname/customer_instance(config)#access-list access_list_name_outside extended permit ip any any hostname/customer_instance(config)#access-list access_list_name_inside extended permit ip any any | ||
| Step 2 | Apply the
access-list for both outside and inside IP traffic:
hostname/customer_instance(config)#access-group access_list_name_outside in interface outside_if_name hostname/customer_instance(config)#access-group access_list_name_inside in interface inside_if_name
|
Configure NAT in the Customer Instance Context
| Step 1 | Configure NAT
to enable internet connectivity for inside hosts:
Example: hostname/customer_instance(config)#object network my-inside-net hostname/customer_instance(config-network-object)#subnet 10.10.10.0 255.255.255.0 hostname/customer_instance(config-network-object)#nat (inside, outside) dynamic interface |
| Step 2 | Configure the
static address translation for the customer_instance for CCDM to work
withDATASERVER A and B:
For more information on ports, see Install and Configure ASA Firewall and NAT. Perform NAT and configure the specific ports for respective context. Repeat the above steps for each customer instance, see Integration of ASA for HCS Deployment model. Required VLAN ID's and sub-interface ID for new customer instances will be different. Hence, IP addresses can be reused for these deployments |
Integration of ASA for Small Contact Center Deployment Model
Small contact center deployment model requires two Cisco ASAs, one is to integrate the main Small Contact Center instance with the shared components and another one is to integrate sub customer instances with the main small contact center customer instance. The following figure illustrates the deployments of 500 agent and small contact center deployment model with two Cisco ASAs.
To integrate ASA for Small contact center with sub-customer instance with shared components, see Install and Configure ASA Firewall and NAT
- Configure Interfaces in the System Execution Space
- Configure Security Contexts for each Sub-customer Context
- Configure Interfaces in each Sub-Customer Instance Context
- Configure Access-list in the Sub-customer Instance Context
- Configure Static NAT in the Sub-customer instance Context
Configure Interfaces in the System Execution Space
| Step 1 | Navigate to
global configuration mode:
hostname/context_name# changeto system hostname# configure terminal hostname(config)# |
| Step 2 | Navigate to
the interface Gigabit Ethernet 0/1 and enter the following command:
hostname(config)#interface gigabitethernet 0/1 hostname(config-if)#no shut |
| Step 3 | Navigate to
the sub-interface and enter the following commands, to assign the sub-interface
to the sub-customer_instance context and vlan ID inside the
sub-customer_instance:
hostname(config-if)#interface GigabitEthernet0/1.X hostname(config-if)#vlan x hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/0.X hostname(config-if)#vlan x hostname(config-if)#no shut |
| Step 4 | Repeat the
above steps to assign a sub interface for each sub-customer instance.
Example:For sub-cust1 hostname(config)#interface gigabitethernet0/1 hostname(config-if)#No shut hostname(config-if)#interface gigabitethernet0/1.1 hostname(config-if)#vlan 10 hostname(config-if)#no shut hostname(config-if)#interface GigabitEthernet0/0.1 hostname(config-if)#vlan 11 hostname(config-if)#no shutFor sub-cust2 hostname(config-if)#interface gigabitethernet0/1.2 hostname(config-if)#vlan 20 hostname(config-if)#no shut hostname(config-if)#interface gigabitethernet0/0.2 hostname(config-if)#vlan 21 hostname(config-if)#no shut |
Configure Security Contexts for each Sub-customer Context
| Step 1 | Create
sub-customer_instance context in System Execution Space:
hostname(config)#context sub-customer_instance |
| Step 2 | Configure the
customer_instance context definitions:
hostname(config-ctx)#description sub-customer_instance context (optional) hostname(config-ctx)#allocate-interface GigabitEthernet0/1.1 subcustX_inside invisible hostname(config-ctx)#allocate-interface GigabitEthernet0/0.1 subcustX_outside invisible hostname(config-ctx)#config-url disk0:/ sub-customer_instance.cfg Example: hostname/admin#changeto system hostname#configure terminal hostname(config)#context sub-cust1 hostname(config-ctx)#description sub-customer_1 context hostname(config-ctx)#allocate-interface gigabitethernet0/1.1 sub-cust1_inside invisible hostname(config-ctx)#allocate-interface gigabitethernet0/0.1 sub-cust1_outside invisible hostname(config-ctx)#config-url disk0:/ sub-cust1.cfg hostname(config-ctx)#context sub-cust2 hostname(config-ctx)#description sub-customer_2 context hostname(config-ctx)#allocate-interface gigabitethernet0/1.2 sub-cust2_inside invisible hostname(config-ctx)#allocate-interface gigabitethernet0/0.2 sub-cust2_outside invisible hostname(config-ctx)#config-url disk0:/ sub-cust2.cfg |
Configure Interfaces in each Sub-Customer Instance Context
| Step 1 | Navigate to
sub-customer_instance context configure mode:
hostname#changeto context sub_customer_instance_name hostname/sub_customer_instance#configure terminal hostname/sub_customer_instance (config)# |
| Step 2 | Configure the
interfaces for sub-customer instances:
Example: hostname#changeto context sub-cust1 hostname/sub-cust1#configure terminal hostname/sub_cust1(config)#interface sub-cust1_inside hostname/sub_cust1(config-if)#nameif inside hostname/sub_cust1(config-if)#ip address 20.20.20.1 255.255.255.0 hostname/sub_cust1(config-if)#interface sub-cust1_outside hostname/sub_cust1(config-if)#nameif outside hostname/sub_cust1(config-if)#ip address 10.10.10.254 255.255.255.0 hostname/sub_cust1(config)#interface sub-cust2_inside hostname/sub_cust1(config-if)#nameif inside hostname/sub_cust1(config-if)#ip address 20.20.20.1 255.255.255.0 hostname/sub_cust1(config-if)#interface sub-cust2_outside hostname/sub_cust1(config-if)#nameif outside hostname/sub_cust1(config-if)#ip address 10.10.10.254 255.255.255.0 |
Configure Access-list in the Sub-customer Instance Context
Configure the access-list to allow IP traffic. The access-list is applied to both outside and inside interfaces:
| Step 1 | Create the
access-list for both outside and inside IP traffic.
hostname/sub_customer_instance(config)#access-list access_list_name_outside extended permit ip any any hostname/sub_customer_instance(config)#access-list access_list_name_inside extended permit ip any any | ||
| Step 2 | Apply the
access-list for both outside and inside IP traffic.
hostname/sub_customer_instance(config)#access-group access_list_name_outside in interface outside_if_name hostname/sub_customer_instance(config)#access-group access_list_name_inside in interface inside_if_name
|
Configure Static NAT in the Sub-customer instance Context
Configure static NAT for integration of sub-customer instances with customer instance :
| Step 1 | Create a
network object for the sub_cust1 side A.
hostname/sub_customer_instance(config)#object network sub_cust_host |
| Step 2 | Define the
host IP address and configure static NAT.
hostname/sub_customer_instance(config-network-object)#host X.X.X.X |
| Step 3 | Define the
outside IP address.
hostname/customer_instance(config-network-object)#nat (inside_if_name, outside_if_name) static X.X.X.X Example: hostname/sub-cust1(config)# object network sub-cust1APGA hostname/sub-cust1(config-network-object)# host 20.20.20.21 hostname/sub-cust1 (config-network-object)# nat(inside,outside) static 10.10.10.121 For more information on ports, see Firewall Hardening Considerations. Perform NAT and configure the specific ports for respective context. Repeat the above steps for each sub-customer instance. See Integration of ASA for Small Contact Center Deployment Model. Required VLAN ID's and sub-interface ID for sub-customer instances will be different. Hence, IP addresses can be reused for these deployments |
Perimeta SBC Integration
This section describes the configuration procedures required in Perimeta SBC to integrate the customer instances.
- Integration of Perimeta SBC for HCS Deployment model
- Integration of Perimeta SBC for Small Contact Center Deployment Model
Integration of Perimeta SBC for HCS Deployment model
Configure Service Interface for Customers
To create the service Interface for shared applications, perform the following instructions.
config
system
service-interface serv4
description hcscustom
service-network 4
port-group-name AccessNetwork
ipv4
subnet-prefix-length 24
gateway-ip-address 10.10.10.2
local-ip-address 10.10.10.6
service-address hcscustom
probes-source-style specific-source
activate
vlan-id 60
network-security trusted
probes-type none
Configure Adjacencies for Customers
| Sl no | Adjacency Name | Remote Server/Node | Call Flow |
|---|---|---|---|
| 1 | SUBCUST1-CUBE-E | CUBE-E | |
| 2 | SUBCUST1-CUBE-E-OUTBOUND | Outbound Gateway | Agent Based and IVR Based OB calls |
Add Carrier-Network Adjacency
In this example, the Adjacency is created for one of the customer, SUBCUST1-Carrier-Network.
Config
SBC
Signaling
adjacency sip SUBCUST1-Carrier-Network
description "Trunk to Carrier-Network for SUBCUSTOMER1"
account cust1
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound he-dtmf
force-signaling-peer all-requests
adjacency-type preset-core
remote-address-range ipv4 10.10.10.32 prefix-len 32
service-address SA-shared
# service-network 10
# signaling-local-address ipv4 10.10.10.5
signaling-local-port 5085
signaling-peer 10.10.10.32
signaling-peer-port 5060
statistics-setting summary
activate
Add CUBE(E) Adjacency
In this example, the adjacency is created for one of the customer, CUST-CUBE-E.
Config
SBC
Signaling
adjacency sip CUST-CUBE-E
description "Trunk to CUBE-E Gateway for HCS CUSTOMER"
account hcscustom
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound hcs-dtmf
! The list references profiles that do not exist.
force-signaling-peer all-requests
adjacency-type preset-core
remote-address-range ipv4 10.10.10.180 prefix-len 32
service-address SA-shared
# service-network 10
# signaling-local-address ipv4 10.10.10.6
signaling-local-port 5080
signaling-peer 10.10.10.180
signaling-peer-port 5060
statistics-setting summary
activate
Configure Call Policy
Here some of the basic calls are covered as part of this call policy.
call-policy-set 1
description first-callpolicy
first-call-routing-table AdminDomains
rtg-src-adjacency-table AdminDomains
entry 1
match-adjacency Carrier-Network
dst-adjacency CUST-CUBE-E
action complete
entry 2
match-adjacency CUST-outbound
dst-adjacency Carrier-Network
action complete
complete
active-call-policy-set
Integration of Perimeta SBC for Small Contact Center Deployment Model
- Configure Service Interface
- Configure Media Address for Sub-customer
- Create Account for Enterprise Applications
- Configure Adjacencies for Customers
- Configure Call Policy
Configure Service Interface
To create the service Interface for shared application perform the following instructions. This is used for CVP, CUBE-E and for applications that are shared between the sub-customers.
config
System
service-interface serv3
description shared
service-network 3
port-group-name AccessNetwork
ipv4
subnet-prefix-length 24
gateway-ip-address 10.10.10.1
local-ip-address 10.10.10.5
service-address SA-shared
probes-source-style specific-source
activate
vlan-id 71
network-security trusted
probes-type none
To create the service Interface for sub-customer perform the following instructions.
config
System
service-interface serv1
description customer1
service-network 1
port-group-name AccessNetwork
ipv4
subnet-prefix-length 24
gateway-ip-address 20.20.20.1
local-ip-address 20.20.20.2
service-address SA-cust1
probes-source-style specific-source
activate
vlan-id 81
network-security trusted
probes-type none
Configure Media Address for Sub-customer
Enter the following commands to add media address for sub-customers:
sbc
media
media-address ipv4 10.10.10.5 service-network 3
port-range 16384 65535
media-address ipv4 20.20.20.2 service-network 1
port-range 16384 65535
media-address ipv4 20.20.20.2 service-network 2
port-range 16384 65535
vmsc global
activate
Create Account for Enterprise Applications
Enter the following commands to create an account:
config
sbc
signaling
burst-rate-limit-period 6 seconds
account cust1
account cust2
account shared
Configure Adjacencies for Customers
| Sl.No. | Adjacency Name | Remote Server/Node | Call Flow |
|---|---|---|---|
| 1 | SUBCUST1-CVP | CVP Call Server | |
| 2 | SUBCUST1-CUBE-E-REFER | CUBE-E | REFER Call flow |
| 3 | SUBCUST1-CUBE-MEDIASENSE-FORK | CUBE-E | CUBE-E to communicate with MediaSense. |
| 4 | SUBCUST1-CUCM-PUB | Customer 1 CUCM Publisher | To route calls to CUCM Publisher for all the callflows |
| 5 | SUBCUST1-CUCM-SUB | Customer 1 CUCM Subscriber | To route calls to CUCM Subscriber for all the callflows |
| 6 | SUBCUST1-MEDIASENSE | MediaSense | MediaSense Callflow |
| 7 | SUBCUST1-CUCM-PUB-CONSULT-TRAN | CUCM Publisher | Consult and transfer call flow |
| 8 | SUBCUST1-CUCM-SUB-CONSULT-TRAN | CUCM Subscriber | Consult and transfer call flow |
| 9 | SUBCUST1-Carrier-Network | Carrier Network | All the calls from cloud to be routed to Customer1 |
| 10 | SUBCUST1-CUCM-PUB-MOBILE-AGENT | CUCM Publisher | Mobile Agents to login |
| 11 | SUBCUST1-CUCM-SUB-MOBILE-AGENT | CUCM Subscriber | Mobile Agents to login |
| 12 | SUBCUST1-LBO-Network | TDM Gateway | LBO Callflows |
| 13 | SUBCUST1-SIP-OUTBOUND-DIALER | Outbound dialer | IVR and Agent based outbound callflow |
| 14 | SUBCUST1-CUBE-E-OUTBOUND-IVR | Dedicated or Shared Outbound gateway | IVR based outbound callflow |
| 15 | SUBCUST1-CUBE-E-OUTBOUND | Shared Outbound gateway | IVR and Agent based callflow |
| 16 | SUBCUST1-CUBE-E-OUTBOUND-AGENT | Shared Outbound gateway | Agent based callflow |
| 17 | SUBCUST1-CUSP | CUSP | To route call to CUCM and CVP for all call flows |
Configure Adjacencies for Core Components
- Add CVP Adjacency
- Add CUCM-PUBLISHER Adjacency
- Add CUCM-SUBSCRIBER Adjacency
- Add CUCM PUBLISHER Adjacency for consult and transfer call flow
- Add CUCM SUBSCRIBER Adjacency for consult and transfer call flow
- Add OUTBOUND-DIALER adjacency
- Add CUBE-E-OUTBOUND -IVR
- Add CUBE-E OUTBOUND adjacency
- Add CUBE-E-OUTBOUND-AGENT adjacency
Add CVP Adjacency
In this example, the adjacency is created for one of the sub-customer, that is for SUBCUST1-CVP. This needs to be configured for each CVP and for each sub-customer.
config
sbc
signaling
adjacency sip SUBCUST1-CVP
description "Trunk to CVP for SUBCUSTOMER 1"
account cust1
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound he-dtmf
force-signaling-peer all-requests
adjacency-type preset-core
remote-address-range ipv4 10.10.10.10 prefix-len 32
service-address SA-shared
# service-network 10
# signaling-local-address ipv4 10.10.10.5
signaling-local-port 5082
signaling-peer 10.10.10.10
signaling-peer-port 5060
statistics-setting summary
activate
Add CUCM-PUBLISHER Adjacency
In this example, the adjacency is created for one of the sub-customer, that is for SUBCUST1-CUCM-PUB. This is required to route calls to CUCM publisher for all the call flows.
config
sbc
signaling
adjacency sip SUBCUST1-CUCM-PUB
description "Trunk to SUBCUSTOMER 1 CUCM-PUBLISHER"
account cust1
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound he-dtmf
force-signaling-peer all-requests
adjacency-type preset-core
remote-address-range ipv4 20.20.20.30 prefix-len 32
service-address SA-cust1
# service-network 1
# signaling-local-address ipv4 20.20.20.2
signaling-local-port 5083
signaling-peer 20.20.20.30
signaling-peer-port 5060
statistics-setting summary
activate
Add CUCM-SUBSCRIBER Adjacency
In this example, the adjacency is created for one of the sub-customer, that is for SUBCUST1-CUCM-SUB. This is required to route calls to CUCM subscriber for all the call flows.
config
sbc
signaling
adjacency sip SUBCUST1-CUCM-SUB
description " Trunk to SUBCUSTOMER 1 CUCM Subsciber"
account cust1
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound he-dtmf
force-signaling-peer all-requests
adjacency-type preset-core
service-address SA-cust1
# service-network 1
# signaling-local-address ipv4 20.20.20.2
signaling-local-port 5083
signaling-peer 20.20.20.130
signaling-peer-port 5060
statistics-setting summary
activate
Add CUCM PUBLISHER Adjacency for consult and transfer call flow
In this example, the adjacency is created for one of the sub-customer, that is SUBCUST1-CUCM-PUB-CONSULT-TRAN. To consult and transfer call flow.
config
sbc
signaling
adjacency sip SUBCUST1-CUCM-PUB-CONSULT-TRAN
description "Trunk SUBCUSTOMER 1 CUCM Publisher for cons and trans call flow"
account cust1
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound he-dtmf
force-signaling-peer all-requests
adjacency-type preset-core
remote-address-range ipv4 20.20.20.30 prefix-len 32
service-address SA-cust1
# service-network 1
# signaling-local-address ipv4 20.20.20.2
signaling-local-port 5090
signaling-peer 20.20.20.30
signaling-peer-port 5060
statistics-setting summary
activate
Add CUCM SUBSCRIBER Adjacency for consult and transfer call flow
In this example, the adjacency is created for one of the sub-customer, that is SUBCUST1-CUCM-SUB-CONSULT-TRAN. To consult and transfer call flow.
config
sbc
signaling
adjacency sip SUBCUST1-CUCM-SUB-CONSULT-TRAN
description "Trunk SUBCUSTOMER 1 CUCM subsc for cons and transr call flow"
account cust1
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound he-dtmf
force-signaling-peer all-requests
adjacency-type preset-core
service-address SA-cust1
# service-network 1
# signaling-local-address ipv4 20.20.20.2
signaling-local-port 5090
signaling-peer 20.20.20.130
signaling-peer-port 5060
statistics-setting summary
activate
Add OUTBOUND-DIALER adjacency
In this example, the adjacency is created for one of the sub-customer.
config
system
adjacency sip SUBCUST1-SIP-OUTBOUND-DIALER
description "Trunk SUBCUSTOMER 1 SIB OUT BOUND DIALER"
account cust1
call-media-policy
codec-list codec-list-1
media-address-type both
interop
100rel inbound support
100rel outbound require-add
preferred-transport none
message-manipulation
edit-profiles inbound he-dtmf
adjacency-type preset-core
nat autodetect
remote-address-range ipv4 20.20.20.21 prefix-len 32
service-address SA-cust1
# service-network 1
# signaling-local-address ipv4 20.20.20.2
signaling-local-port 5087
signaling-peer 20.20.20.21
signaling-peer-port 5060
statistics-setting summary
default-interop-profile GenericAccess
activate
Add CUBE-E-OUTBOUND -IVR
In this example, the adjacency is created for one of the sub-customer
Note | 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. |
cofig
system
adjacency sip SUBCUST1-CUBE-E-OUTBOUND-IVR
description "Trunk to CUBE-E OUT BOUND Gateway for IVR call"
account cust1
call-media-policy
codec-list codec-list-1
media-address-type both
interop
100rel inbound support
100rel outbound require-add
preferred-transport none
message-manipulation
edit-profiles inbound he-dtmf
adjacency-type preset-core
remote-address-range ipv4 10.10.10.180 prefix-len 32
service-address SA-shared
# service-network 10
# signaling-local-address ipv4 10.10.10.5
signaling-local-port 5091
signaling-peer 10.10.10.180
signaling-peer-port 5060
statistics-setting summary
default-interop-profile GenericAccess
activate
Add CUBE-E OUTBOUND adjacency
In this example, the adjacency is created for one of the sub-customer.
Note | CUBE (E) adjacency is required in agent based outbound call flow that includes shared outbound gateway. |
config
system
adjacency sip SUBCUST1-CUBE-E-OUTBOUND
description "Trunk to CUBE-E OUT BOUND Gateway for SUB CUSTOMER 1"
account cust1
call-media-policy
codec-list codec-list-1
media-address-type both
interop
100rel inbound support
100rel outbound require-add
preferred-transport none
message-manipulation
edit-profiles inbound he-dtmf
adjacency-type preset-core
remote-address-range ipv4 10.10.10.180 prefix-len 32
service-address SA-shared
# service-network 10
# signaling-local-address ipv4 10.10.10.5
signaling-local-port 5087
signaling-peer 10.10.10.180
signaling-peer-port 5060
statistics-setting summary
default-interop-profile GenericAccess
activate
Add CUBE-E-OUTBOUND-AGENT adjacency
In this example, the adjacency is created for one of the sub-customer.
Optional, this is required only if customer chooses to use shared outbound gateway. This adjacency is used to transfer the call to the agent.
config
system
adjacency sip SUBCUST1-CUBE-E-OUTBOUND-AGENT
description "Trunk to CUBE-E OUT BOUND Gateway for Agent based call"
account cust1
call-media-policy
codec-list codec-list-1
media-address-type both
interop
100rel inbound support
100rel outbound require-add
preferred-transport none
message-manipulation
edit-profiles inbound he-dtmf
adjacency-type preset-core
remote-address-range ipv4 10.10.10.180 prefix-len 32
service-address SA-shared
# service-network 10
# signaling-local-address ipv4 10.10.10.5
signaling-local-port 5088
signaling-peer 10.10.10.180
signaling-peer-port 5060
statistics-setting summary
default-interop-profile GenericAccess
activate
Configure Adjacencies for Optional Components
- Add CUCM PUBLISHER Adjacency for Mobile agent call flow
- Add CUCM SUBSCRIBER Mobile Agent Call flow
- Add CUBE-MEDIASENSE FORK adjacency
- Add MEDIASENSE adjacency
- Add CUSP Adjacency
Add CUCM PUBLISHER Adjacency for Mobile agent call flow
In this example, the adjacency is created for one of the sub-customer, that is SUBCUST1-CUCM-PUB-MOBILE-AGENT. For mobile agent login.
config
sbc
signaling
adjacency sip SUBCUST1-CUCM-PUB-MOBILE-AGENT
description "Trunk SUBCUSTOMER 1 CUCM Publisher for Mobile Agent call flow"
account cust1
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound he-dtmf
force-signaling-peer all-requests
adjacency-type preset-core
remote-address-range ipv4 20.20.20.30 prefix-len 32
service-address SA-cust1
# service-network 1
# signaling-local-address ipv4 20.20.20.2
signaling-local-port 5078
signaling-peer 20.20.20.30
signaling-peer-port 5060
statistics-setting summary
activate
Add CUCM SUBSCRIBER Mobile Agent Call flow
In this example, the adjacency is created for one of the sub-customer, that is SUBCUST1-CUCM-SUB-MOBILE-AGENT. For mobile agent login.
config
sbc
signaling
adjacency sip SUBCUST1-CUCM-SUB-MOBILE-AGENT
description "Trunk SUBCUSTOMER 1 CUCM subscriber for Mobile Agent call flow"
account cust1
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound he-dtmf
force-signaling-peer all-requests
adjacency-type preset-core
service-address SA-cust1
# service-network 1
# signaling-local-address ipv4 20.20.20.2
signaling-local-port 5078
signaling-peer 20.20.20.130
signaling-peer-port 5060
statistics-setting summary
activate
Add CUBE-MEDIASENSE FORK adjacency
In this example, the adjacency is created for one of the sub-customer SUBCUST1-CUBE-E-MEDIASENSE-FORK.
Config
sbc
signalling
adjacency sip SUBCUST1-CUBE-E-MEDIASENSE-FORK
description "Trunk to CUBE-E Gateway for SUB CUSTOMER 1 MEDIASENSE"
account cust1
call-media-policy
hold-setting hold-sendonly
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound he-dtmf
force-signaling-peer all-requests
adjacency-type preset-core
remote-address-range ipv4 10.10.10.180 prefix-len 32
service-address SA-shared
# service-network 10
# signaling-local-address ipv4 10.10.10.5
signaling-local-port 5086
signaling-peer 10.10.10.180
signaling-peer-port 5060
statistics-setting summary
activate
Add MEDIASENSE adjacency
In this example, the adjacency is created for one of the sub-customer SUBCUST1-MEDIASENSE, this is required for mediasense call flows.
Config
sbc
signalling
adjacency sip SUBCUST1-MEDIASENSE
description "Trunk to SUBCUSTOMER 1 MediaSense"
account cust1
call-media-policy
hold-setting hold-sendonly
interop
preferred-transport tcp
message-manipulation
edit-profiles inbound he-dtmf
force-signaling-peer all-requests
adjacency-type preset-core
remote-address-range ipv4 20.20.20.70 prefix-len 32
service-address SA-cust1
# service-network 1
# signaling-local-address ipv4 20.20.20.2
signaling-local-port 5086
signaling-peer 20.20.20.70
signaling-peer-port 5060
statistics-setting summary
activate
Add CUSP Adjacency
In this example, the adjacency is created for one of the sub-customer SUBCUST1-CUSP.
config
sbc
signaling
adjacency sip SUBCUST1-CUSP
description "Trunk to CUSP For SUBCUST1-CUSP"
account cust1
call-media-policy
codec-list codec2
interop
100rel outbound support-add
dtmf disable sip notify
dtmf disable sip info
media-late-to-early-iw outgoing
preferred-transport udp
adjacency-type preset-peering
remote-address-range ipv4 10.10.10.50 prefix-len 32
service-address SA-shared
# service-network 10
# signaling-local-address ipv4 10.10.10.5
signaling-local-port 5069
signaling-peer 10.10.10.5
signaling-peer-port 5060
statistics-setting summary
activate
Configure Call Policy
Here some of the basic calls are covered as part of this call policy.
call-policy-set 1
description first-callpolicy
first-call-routing-table AdminDomains
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-src-adjacency-table AdminDomains
entry 1
match-adjacency SUBCUST1-Carrier-Network
dst-adjacency SUBCUST1-CUBE-E
action complete
entry 2
match-adjacency SUBCUST1-CVP
action next-table CUCM-ROUND-ROBIN-SUBCUST1
entry 3
match-adjacency SUBCUST1-CUCM-PUB-CONSULT-TRAN
dst-adjacency SUBCUST1-CVP
action complete
entry 3
match-adjacency SUBCUST1-CUBE-E-MEDIASENSE-FORK
dst-adjacency SUBCUST1-MEDIASENSE
action complete
entry 4
match-adjacency SUBCUST1-CUSP
action next-table CUCM-ROUND-ROBIN-SUBCUST1
entry 5
match-adjacency SUBCUST1-CUCM-PUB-CONSULT-TRAN
dst-adjacency SUBCUST1-CUSP
action complete
entry 6
match-adjacency SUBCUST1-SIP-OUTBOUND-DIALER
dst-adjacency SUBCUST1-CUBE-E-OUTBOUND
action complete
entry 7
match-adjacency SUBCUST1-CUBE-E-OUTBOUND-IVR
action next-table CVP-TO-CUCM-R-ROBIN-SUBCUST1
entry 8
match-adjacency SUBCUST1-CUBE-E-OUTBOUND-AGENT
action next-table CUCM-ROUND-ROBIN-SUBCUST1
complete
active-call-policy-set 1
qos sig default
dscp 24
marking dscp
qos video default
dscp 46
marking dscp
qos voice default
dscp 46
marking dscp
activate
Cisco Prime Collaboration Assurance Integration for Small Contact Center Deployment Model
Customer Management for Prime Collaboration Assurance
Adding Device Credentials
You need to configure device credentials for all devices that are managed using Cisco Prime Collaboration. Device credentials are required for discovering devices and updating inventory. You must add and configure device credentials before discovering devices. Complete the following procedure to add a new credential profile:
| Step 1 | Sign in to Cisco Prime Collaboration Portal (http://{hostname}) | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Step 2 | Choose . | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Step 3 | In the Device Work Center page, click Manage Credentials. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Step 4 | In the Credentials Profile window, click Add and enter the necessary information. See the table below. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Step 5 | Click
Save.
|
Discovering Devices
Before you can manage devices using Prime Collaboration Assurance, you need to discover devices in your network. After adding device credentials, you can discover and manage all Contact Center Components that are part of your network.
Note | In MSP mode logical discovery of the devices are not supported.
|
| Step 1 | Sign in to Cisco Prime Collaboration Portal (http://{hostname}). |
| Step 2 | Choose . |
| Step 3 | In the Manage Credentials page, select the Profile Name and click Next . |
| Step 4 | In the Device Discovery page, enter IP Address of the device, select customer from the drop-down list and click Run Now . |
| Step 5 | Monitor Progress by clicking Assurance Inventory Summary tab in the Alarm browser toolbar at the bottom of the page |
| Step 6 | The device appears in the inventory table with the device state as Managed . |
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