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

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

Chapter Title

Integration of Customer Instance with Shared Management and Aggregation

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Updated:: May 20, 2015

Chapter: Integration of Customer Instance with Shared Management and Aggregation

Unified CCDM Integration
Cisco UCDM Integration
ASA Integration
- Integration of ASA for HCS Deployment model
- Integration of ASA for Small Contact Center Deployment Model
Perimeta SBC Integration
- Integration of Perimeta SBC for HCS Deployment model
- Integration of Perimeta SBC for Small Contact Center Deployment Model
Cisco Prime Collaboration Assurance Integration for Small Contact Center Deployment Model

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
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
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
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:

Procedure

Step 1	Sign in to the Unified CCE Admin Workstation Server with local administrative privileges.
Step 2	Choose Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio and click Connect to connect to the server.
Step 3	Expand Security folder and choose Logins.
Step 4	Right-click Logins and choose New Logins.
Step 5	To add SQL logins for both the Side A and Side B Unified CCDM Servers ( this includes Web server, CCDM Domain administrator and Database server on both the sides). Configure the General page as follows: In the Login Name field, enter the name for the machine in the following format: <DOMAIN>\<Unified CCDM-HOSTNAME>$. Choose Windows Authentication unless you are connecting to a server on another domain. Select Default language as English. Configure the User Mapping page as follows: In the Users mapped to this login field, check hcs_awdb database. In the Database role membership for field, check the following roles to grant to the AWDB login: public and db_datareader.
Step 6	Click OK.
Step 7	Repeat steps 1 to 6 for Side B if Unified Contact Center Enterprise AW server is dual-sided.

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

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 You Begin

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.

Procedure

Step 1	On the Cisco Unified CCE Admin Workstation Server Side A, choose Start > All Programs > Cisco Unified CCE Tools > Administration Tools > CMS Control.
Step 2	Under Application tab, click Add and configure the following in the Application Connection Details page. Administration & Data Server Link - Enter the name of the Unified CCDM Database Server. This should be in all capital letters, with Server appended, for example, CCDMDBServer. Administration & Data Server RMI Registry Port - Enter the Unified Contact Center Enterprise AW port number for the Unified CCDM provisioning service to connect to. This is usually 2099. If the Unified CCDM provisioning service connects to multiple Unified CCE instances, it is required that each instance should use a different port. When you configure CMS server on Unified CCE at Side B, use a different RMI registry port. Application link - Enter the name of the Unified CCDM Database Server. This should be in all capital letters, with Client appended, for example, CCDMDBClient. Application RMI registry port - Enter the Unified CCDM Database Server port number for the Unified Contact Center Enterprise AW to connect to. Preferably, this should be the same as for the Administration & Data Server RMI Registry Port. Each Unified Contact Center Enterprise AW must connect to a different port on the Unified CCDM Database Server. You should record this information for future use. Application host name- Enter the server name, for example, Unified CCDM. Click OK to save the changes and to close the Application Connection Details.
Step 3	Click OK to save your changes and to close the CMS Control Console.
Step 4	Repeat steps 1-3 to set up CMS Server on Cisco Unified CCE Admin Workstation Server (Side A) for Unified CCDM Database Server Side B. Enure that you use the same ports used for Side A Unified CCDM Database Server under Application Connection Details.

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
Creating User in UCCE

Configure Unified CCE Admin Workstation for Internet Script Editor
Creating User in UCCE

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

Procedure

Step 1	Log In to Unified CCE Web Setup and navigate to Component Management >Administration & Data server, check the Administrator & Data server check-box and click Edit.
Step 2	Click Next until you see Database and Options tab, in Database and Options tab select the following options. Select Internet Script Editor (ISE) Server. Select Authorization Server. Enter the name of the Authorization Server. This is the Unified CCDM App/Web Server that will be used to apply Unified CCDM security to partition the resource data. Enter the port that has Unified CCDM Analytical Data Services Web Service hosted. By default, this port is 8087. If this is changed for your installation, enter the value that your installation uses. Click Next.
Step 3	In Central Controller Connectivity tab enter the following details. Enter the IP addresses for Router Side A, Router Side B, Logger Side A, Logger Side B, in Central Controller Connectivity section Enter the domain name in Central Controller Domain. Select the radio button Central Controller Side A preferred in Central Controller Preferred Side and click Next
Step 4	In Summary tab, click Finish
Step 5	Ensure that the firewall is configured on the server running the Unified CCE AW to allow inbound traffic from ISE on the appropriate port.
Step 6	Ensure that the specified Authorization Server port on the Unified CCDM Authorization Server has been configured in the firewall to allow inbound HTTPS traffic.

Creating User in UCCE

Procedure

Step 1

Navigate Configuration Manager > List Tools > User list .

Step 2

Click Add.

Step 3

Select the UCCE Domain from the drop-down list.

Example: HCSCC.COM

Step 4

Create User associated with UCCE Domain by entering the user name.

Example:SubCustomer1

Note

The user name and password should match the user name created for Sub customer folder in the CCDM Portal.

Step 5

Enter the user password and confirm.

Step 6

Select the customer from the Customer field drop-down list.

Step 7

In Feature control retain the default value and check the configuration and setup check boxes.

Step 8

Click Save.

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.

Double Click the .exe file, Cisco ICM Internet Script Editor Setup window appears, click Next.
Select the folder to install files and click Next.
After installation completes, click Finish.

Create Two-Way External Trust

You must create a two-way trust between the service provider and the customer domain controllers for each customer instance for Unified CCDM. Before you create a two-way external trust you must perform the following in both the service provider domain controller and the customer domain controller:

Create Conditional Forwarders for Customer Domain
Create Forwarders for Customer Domain
Create Conditional Forwarders for Service Provider Domain
Create Forwarders for Service Provider Domain

Complete the following procedure to create a two-way external trust between the service provider domain controller and the customer domain controller.

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.

Procedure

Step 1	Go to DNS Manager.
Step 2	Click the Conditional Forwarder.
Step 3	Right-click and select New Conditional Forwarder.
Step 4	Enter the DNS domain name.
Step 5	In the IP address field, click and enter the NAT IP address of the Service Provider domain.
Step 6	Click OK and then click Apply.

Create Forwarders for Customer Domain

Complete the following procedure to create forwarders.

Procedure

Step 1	Go to DNS Manager.
Step 2	Right-click the domain name.
Step 3	Click Properties.
Step 4	Click the Forwarders tab and then click Edit.
Step 5	In the IP address field, click and enter the NAT IP address of the Service Provider domain.
Step 6	Click OK and then click Apply.

Create Conditional Forwarders for Service Provider Domain

Complete the following procedure to create conditional forwarder.

Procedure

Step 1	Go to DNS Manager.
Step 2	Click the Conditional Forwarder.
Step 3	Right-click and select New Conditional Forwarder.
Step 4	Enter the DNS domain name.
Step 5	In the IP address field, click and enter the NAT IP address of the customer domain.
Step 6	Click OK and then Apply.

Create Forwarders for Service Provider Domain

Procedure

Step 1	Go to DNS Manager.
Step 2	Right-click the Domain Name.
Step 3	Click Properties.
Step 4	Click the Forwarders tab and then click Edit.
Step 5	In the IP address field, click and enter the NAT IP address of the customer domain.
Step 6	Click OK and then Apply.

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.

Procedure

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:

Procedure

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:

Admin Workstation - This is a required component in all configurations.
ConAPI Server (Provisioning) - Select this option if you require resource management.

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.

Note

If Unified Contact Center Enterprise is dual-sided, then enter the secondary server name and the IP address also.

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:

Enter the domain username and password for primary Unified CCE Admin workstation server in Configure Primary Unified Config Web Service page and click Next.
If Unified Contact Center Enterprise is dual-sided, then enter the domain username and password for secondary Unified CCE Admin Workstation server in Configure Secondary Unified Config Web Service page and Click Next.

Note

Use the domain account credentials to login, username format must be username@domain.com.

Step 11

If you selected the option ConAPI Server (Provisioning) option in Step 4, enter the following details:

Local Registry Port - Enter the port number of the Unified Contact Center Enterprise for the Unified CCDM Provisioning service to connect to. This is usually 2099. Ensure that you enter the same Unfied CCDM Database Server port number configured in the Application RMI registery port of the Set Up CMS Server on Unified CCE.
Remote Registry Port - Enter the port number of the Unified CCDM Database Server for the Unified Contact Center Enterprise to connect to. This is usually 2099. Ensure that you enter the same Unified CCE AW port number configured in the Administration & Data Server RMI Registry Port of the Set Up CMS Server on Unified CCE.
Local Port - Select this as the designated port for live provisioning traffic between the Unified Contact Center Enterprise and Unified CCDM servers. Assign a unique port for each Unified Contact Center Enterprise. Configure the firewall between the Unified Contact Center Enterprise and Unified CCDM server to allow two-way traffic on this port.

Note

If Unified Contact Center Enterprise is dual-sided, enter the same port details configured for Side B in Set up CMS Server on Unified Contact Center Enterprise.

Step 12

In Configure ConAPI Application Instance dialog box, enter the following details and click Next:

Application Name - Name of the application to be used for provisioning Unified Contact Center Enterprise from Unified CCDM. Enter the value as CCDM (pre-configured as part of load base configurations).
Application Key - Use the password for the application you specified above.

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:

Primary Domain Controller - Enter the addresses of the primary and secondary domain controllers and configure the required security settings to connect. Click Next.
In the Select Supervisor Active Directory Location, select the required active directory and click Next.

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:

Procedure

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:

Primary Server:
- Sever Name: This is the non-domain qualified machine name where the Cisco Unified CVP Operations Console is deployed.
- Server Address: This defaults to Server Name. You can change this to an IP Address or a domain qualified name of the server.
Secondary Server: This option is always disabled.

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:

URL: This is the auto-generated URL of the primary unified config web service on the Unified CVP cluster.:
- User Name: This is a username with appropriate access to the Unified CVP that the web service is running on.
- Password: This is the password for the user.

Step 8

In the Select Number of Call Servers dialog box, specify the number of CVP call servers in the CVP cluster.

Note

All CVP call servers must be on the same Unified CCE as the Unified CVP operations console.

Step 9

If you specified at least one call server:

In the Specify Unified CVP Call Server 1 Resource Name dialog box, enter a name for the call server.
In the Configure Unified CVP Call Server 1 dialog box, enter the following:
- Primary Server:
  - Sever Name: This is the non-domain qualified machine name where the Cisco Unified CVP call server.
  - Server Address: This defaults to Server Name. You can change this to an IP Address or a domain qualified name of the server.
- Secondary Server: This option is always disabled.

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
Create Folders
Create an Equipment Mapping

Create Tenants
Create Folders
Create an Equipment Mapping

Create Tenants

Complete the following procedure to create Unified CCDM tenants.

Procedure

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.

Procedure

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.

Procedure

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
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
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

Procedure

Step 1

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.

Note

Repeat the same steps for all Sub Customer.

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.

Before You BeginIntegrate AW with CCDM. For more information on How to Integrate AW, See Setup Unified CCE Servers in Unified CCDM Cluster

Procedure

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.

Note

By Default all the Configuration under Unified Contact Center Enterprise will get imported under Unallocated folder.

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

Procedure

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: Advanced Mode Account Enabled Password Never Expires User cannot change password
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

Move Resource to Sub Customer Tenant
Map Labels to the Network VRU Type

* 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
Map Labels to the Network VRU Type

Move Resource to Sub Customer Tenant

Procedure

Step 1	Log In to CCDM Portal with Tenant Administrator Credentials.
Step 2	Click on System Manager and Navigate to Unallocated > SCCTenant folder.
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.

Procedure

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

This table describes the examples of the naming conventions to be followed for the resources in the 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

Complete the following procedure in the sequence to configure CCDM to integrate with the Internet Script Editor.

Note

These steps should be repeated for each sub customers.

Configure Unified CCE Admin Workstation for Internet Script Editor
Creating User in UCCE
Create Customer Domain User with ISE Enabled
Provision Routing and Administrative Script Using Internet Script Editor

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

Procedure

Step 1

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.

Note

Verify that the User created in CCDM is reflected in CCE Admin Workstation

Launching ISE from Client Machine

Procedure

Step 1	Launch the ISE, enter the username, password, domain details.
Step 2	Click OK.

Integration of Small Contact Center Agent Deployment for CVP with CCDM

Configure Unified CVP Servers in Unified CCDM Cluster
Equipment Mapping for Small Contact Center CVP with CCDM
Creating Users
Creating Roles
Assigned Roles to the tenant

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.

Procedure

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.

Note

we can use the existing sub customer tenant to map unified CVP.

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

Procedure

Step 1	In unified CCDM, Select Roles.
Step 2	Click on New Enter the name.
Step 3	Select "Browse Dimension" in Task Name.
Step 4	Click Save.

Assigned Roles to the tenant

Procedure

Step 1	In Unified CCDM Click on security.
Step 2	Select the Sub Customer User created under Sub Customer tenant.
Step 3	Click on Change Permission.
Step 4	In unallocated folder select CVP folder.
Step 5	Select the basic user created and click on Save.

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.

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
Move External Numbers for Locations
Associate External Numbers to Internal Numbers
Manage Feature Groups

The Unified Communications Domain Manager maintains different hierarchy levels from where you can manage configuration objects. The following are all possible levels:

Provider
Reseller
Customer
Division
Location

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:

Procedure

Step 1

Step 2

Navigate to General Administration > Customers > Add.

Step 3

Add customer-specific information such as name and address.

Note

For the chosen dial plan (G1), there is no inter-site prefix.

Step 4

Click Add.

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
Configure IP Phone Services
Install Dial Plan
Configure a Route Filter
Configure Common Device Profile
Associate Common Device Profile to IP Phone

Configure Server

Procedure

Step 1	Log in to the Unified Communications Manager server.
Step 2	Navigate to System > Server.
Step 3	Change the hostname to an IP address for each node.

Configure Cisco Unified Communications Manager

Procedure

Step 1	Navigate to System > Cisco Unified CM.
Step 2	Select the Name.
Step 3	Change the Cisco Unified Communications Manager Name field to the IP address of the server.
Step 4	Click Reset.

Configure Date and Time Group

Procedure

Step 1

Step 2

Choose System > Date/Time group > Add new.

Step 3

Add the following information:

Group Name: Enter the name that you want to assign to the new date/time group .

Note Group Name format should comply with the VOS template (for example, America-New_York, Europe-London).

Separator: Choose the separator character to use between the date fields (for example, /).

Date Format: Choose the date format for the date that appears on Cisco Unified IP Phones (for example, D/M/Y).

Time Format: Choose the 12-hour or 24-hour time format.

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
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.

Procedure

Step 1	Log in to the Unified Communications Domain Manager GUI.
Step 2	Navigate to Provider Administration > Providers.
Step 3	Select the appropriate provider and click Preferences.
Step 4	Choose BVSMUserRoaming and uncheck Current Setting.
Step 5	Click Modify.

Configure Login/Logout Phone Service

Follow these steps to configure Login/Logout Phone Service on Unified Communications Manager.

Procedure

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."

Procedure

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.

Procedure

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

Procedure

Step 1	Log in to the Unified Communications Manager server.
Step 2	Navigate to Device > Common device Configuration.
Step 3	Click Add New.
Step 4	Enter Name.
Step 5	Choose IPv4 Only from IP addressing mode drop-down list.
Step 6	Click Save.

Associate Common Device Profile to IP Phone

Procedure

Step 1	Log in to the Unified Communications Manager server.
Step 2	Navigate to Device > Phone.
Step 3	Choose the IP Phone from the list.
Step 4	Choose the appropriate profile option from Common Device Configuration drop-down list.
Step 5	Click Save.
Step 6	Click Apply Config.

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
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

Add three Callmanager clusters for 12000 agent deployment model.
The administrator account password that you use for AXL communication between Unified Communications Domain Manager and Unified Communications Manager should not include the "@" character.

Procedure

Step 1

Navigate to Network > PBX Device.

Step 2

Select the appropriate provider.

Step 3

Click Add.

Step 4

Click Cisco Call Manager > Add.

You must specify the Unified Communications Manager Software Version.
You must specify the Unified Communications Manager publisher IP Address and Host Name. The hostname is case sensitive.
The CCM Name must match the IP address of the publisher.
You must specify Unified Communications Manager Publisher Username and Password. Unified Communications Domain Manager uses these credentials to initiate AXL communication with Unified Communications Manager.
You must specify values for IPPBX, IPPBX Lines, and Max IPPBX Lines.

Note

For Small Contact Center model mandatory to enable below services:

Media Termination Point

Music server

Conference server

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.

Procedure

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.

Unified Communications Manager Clusters that consist of multiple nodes will be identified in this section.
The CCM Name must match the IP address of the node. Trunk Groups use the server Unified Communications Manager Name to identify the node.

Note

For Small Contact Center model mandatory to enable below services:

Media Termination Point

Music server

Conference server

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

Procedure

Step 1	Go to Network > PBX Devices.
Step 2	Select the appropriate provider.
Step 3	Select the appropriate Unified Communications Manager cluster.
Step 4	Click Import/Refresh Items.
Step 5	Check the check box next to all items and click Import/Refresh Items.

Import IP Phone Services

Procedure

Step 1	Go to Network > PBX Devices.
Step 2	Select the appropriate provider.
Step 3	Select the appropriate Unified Communications Manager cluster.
Step 4	Click IP Phone Services.
Step 5	Check the check box next to all items and click Import from Unified Communications Manager.

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.

Procedure

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.

Procedure

Step 1	Login to Cisco Unified Communications Manager Administration.
Step 2	Navigate to Menu > Network > PBX Devices.
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.

Procedure

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 toGeneral Administration > Customers > Customer Name > Advanced Mgt. > Hardware Group Association > Associate.

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:

Procedure

Step 1

In the Unified Communications Domain Manager, choose General Administration > Divisions.

Step 2

If not done already, select the relevant customer.

Note

If you have an administration status higher than that of customer administration, to get to the division management page, you may be required to select the relevant provider, reseller, and customer before you can access division.

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.

Note

Make sure the numbers you enter for lines, phones, services , and so on. should be less than the available number of lines, phones , and so on. Any incorrect or over provisioning will generate an error and needs to you must enter the page.

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.

Call Routing Prerequisites
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
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:

Procedure

Step 1	Click Resources > E164 Inventory > Select the country > Next.
Step 2	Click Area Code Management.
Step 3	Enter the National Area Code, and click Add.

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.

Procedure

Step 1	Navigate to General Administration > Feature Groups.
Step 2	Select the customer instance, for example, Customer_1.
Step 3	Click Add. Name - Name the feature group. For example, CC-FG1. Description - Description of the feature group. For example, Contact Center Feature Group 1. Outbound calls limitations - Class of Service for outbound calls. For example, National24Hrs-Standard-wCC. Call forward limitations - Class of Service for call forwarding. For example, Default CoS. Voicemail Template - Voicemail template for the user accounts. For example, Basic voicemail service type. Inbound call options - Allow two Direct Dial Inward lines. Number of extensions or lines - Two Numbers: DDI or Extension. Idle URL: None.
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.

Before You Begin

Configure route list, route pattern, see Call Routing Prerequisites.

Procedure

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.

Procedure

Step 1	Choose Resources > E164 Inventory > Select the country > Next.
Step 2	Select the area code created and click Next.
Step 3	Select Add Number to add a single number or select Add Number Range to add range of numbers.
Step 4	Repeat step 4 and select Move Number range. Select Target to move the number range. Select Start of number range. Select End of number range. Click Move.

Associate External Numbers to Internal Numbers

Complete the following procedure to associate external numbers to internal numbers.

Procedure

Associate the internal numbers with the external numbers using Location Administration > External Numbers > Select Appropriate Location > Associate Range.

Under Map a PSTN Range to multiple extension, select the start range for PSTN number range and Extension Numbers.
Select the end range for PSTN number range and Extension Numbers.
Click Submit.

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:

Procedure

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.

Provisioning Feature Group Templates
Provisioning Feature Groups
Associating Feature Group

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.

Procedure

Step 1	Navigate to Provider Administration > Feature Group Templates.
Step 2	Click Add.
Step 3	Complete all the fields as necessary.
Step 4	Click Submit.

Provisioning Feature Groups

Follow the steps below to add a feature group.

Procedure

Step 1	Navigate to General Administration > Feature Groups > Add.
Step 2	Select the necessary options. Check All or uncheck All option is available for ease of use.
Step 3	Click Submit.

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.

Procedure

Step 1	Navigate to Location Administration > Phone Registration.
Step 2	Select the Device Name (active link).
Step 3	Select the Feature Group from the drop down menu.
Step 4	Click Next.

Configure PGW in Unified Communications Domain Manager

Configuration Planning
PGW MML Provisioning

Configuration Planning
PGW MML Provisioning

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.

Figure 1. PGW Interfaces and Specifications

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.

Table 1 Configuration planning chart
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

Note
Assumes that a SIP link (siplink-hcs-cc) is already added.
- MML Commands
```
prov-ed:SIPLNK:NAME= "siplink-hcs-cc",port=5070
```

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
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
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.

Procedure

Step 1

Navigate to Network > PBX Devices.

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.

Note

The cluster fully qualified domain name is the name of the Unified Communications Manager Server Group that is defined in Unified CVP.

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.

Procedure

Step 1	Navigate to Network > PBX Devices.
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. Enter the Group Name. Enter the value for Maximum Streams supported. Select the Unified Communications Manager from the server. Click Submit.

What to Do Next

To add/verify a media resource group, follow these steps:

Click Media Services in the Cisco Unified Communications Manager Cluster Management page.
Click Media Resource Groups.
Click Add to add a new Media Resource Group.
Select the required Media Resource from the Available Media Resource.
Click Add to save the changes.

Set Up CCGroup

Perform the following steps to create and verify these configurations using Unified Communications Domain Manager.

Procedure

Step 1

Navigate to Network > PBX Devices .

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.

Enter CCGroup as the group name.
Select the Subscribers in the Unified Communications Manager.

Note

Select both publisher and subscriber in small contact center deployment.

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.

Procedure

Step 1	Choose System > Device Pool .
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.

Procedure

Step 1	Navigate to Setup Tools > Phone Types > Phone Type Management.
Step 2	Select the phone type, and modify the following parameters: Default Max. Busy Trigger Value - Change the value for this field to 1. Default Max. Number of Calls Waiting - Change the value for this field to 2.
Step 3	Click Modify.
Step 4	Repeat these steps for all required phone types.

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.

Procedure

Step 1

Navigate to Network > Contact Center Server.

Step 2

Click Add to add a new Unified CVP server.

Step 3

Enter the following details in the next page:

Hostname - Name must be unique to this provider.
Description - Short description of the server, for example, Customer 1 Unified CVP server.
Contact Center Version - Select the Unified CVP server version from the drop-down list.
IP Address - Enter the IP address of the Unified CVP server, for example, 10.4.207.20.
Country Code - Select the country, for example, United States.
CPID - Choose an identifier for the server. Select the Five-digit calling party ID (CPID) that was configured in the route list for CUBE(Ent). For example, select 01001.
UCCE Network VRU - Enter the VRU label configured for the CUCM routing client. For example, 8881111000.
Conference/Transfer Route Point Pattern - Enter the CTI route point pattern for conference and transfer, for example, 7XX.

Step 4

Click Add.

Note

The CPID that is assigned to the Unified CVP server here will be required for creating route lists in Unified Communications Manager.
In Small Contact Center deployment, each sub customer will have one Contact Center Server. This contact center server needs to be added in the hardware group along with the Unified Communication manager and the hardware group needs to be associated to the sub customer. In place of Hostname, provide a dummy name i.e. CVP-SUBCUST1.

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).

Route to Ingress Gateway
Route to Unified CVP

Call Routing Prerequisites
Route to Ingress Gateway
Route to Unified CVP

Call Routing Prerequisites

Call routing connections for CUBE(SP) (Aggregation) must be provisioned using the Call Routing Connections feature. Configure the following for each:

SIP Trunk(s)
Route Group(s)
Route List(s)
Route Pattern(s)

Note

This is sample configuration for the United States of America (country code has to be replaced for other countries).

Table 2 Route Lists and Route Groups for Add Location
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

Table 3 Route Patterns for Add Location
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.

Procedure

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
Create the Route Groups
Create the Route Lists

Create a connection object

Procedure

Step 1	Choose Network > PBX Devices.
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	Click Add Connection. Connection Name - Enter a name for the connection object. For example, Unified CVP Connection. Description - Description for the connection. For example, UCM-CVP connection for Enterprise. Device Protocol - Choose SIP from the menu.
Step 5	Click Next, and proceed to Create the Trunk.

Create the Trunk

Note

Add a separate TRUNK towards each cluster for 12000 agent deployment model.

Procedure

Step 1

Choose the following options for creating a trunk to the Ingress gateway.

Device Name: Enter a name for the trunk. For example, TrunktoGWs.
Description: Description of the trunk. For example, SIP Trunk toward CUBE(E)s.

Trunk Model Type: Choose ToCUBEE.

Note

In small contact center agent deployment, the trunk towards CUBE-E should be created via CUBE(SP), Choose the Trunk Model Type as ToCUBEEviaCUBESP .

SIP Profile: Choose a SIP profile from the menu. If you require a custom SIP profile, create one manually in Unified Communications Manager and import it into Unified Communications Domain Manager.
Run on Every Node: Enable this option.

Destination(s): Fill in a list of IP addresses of the gateways, separated by comma. For example, 10.4.207.194:5060, 10.4.207.195:5060.

Note

In small contact center agent deployment, the trunk towards CUBE-E should be created via CUBE(SP), in Destination enter the CUBE(SP) signaling address and port of sub customer CUCM publisher adjacency (SUBCUST1-CUCM-PUB). For Example: 192.168.1.1:5060.

Note

Leave all other fields with default values.

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.

Procedure

Step 1

Choose the following options for creating a route group to the Ingress gateway.

Route Group Name: Enter a name for the route group. For example, RG-CUBEE<CPID>. Replace <CPID> with the four-digit CPID of the Unified CCE server assigned by Unified Communications Domain Manager. For example, RG-CUBEE-1030.
Distribution Algorithm: Choose a distribution algorithm for the trunk usage. For example, Circular.
Associated Trunks: Select the trunk created earlier for the gateways. For example, TrunktoGWs (Optional Cisco Unified SIP Proxy).

Note

Leave all other fields with default values.

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.

Procedure

Step 1

Choose the following options for creating a route list to the Ingress gateway.

Route List Name: Enter a name for the route list. The format is RL-UCCE-CUBEE-OR-CUBESP-<CPID>. Replace <CPID> with the CPID of the Contact Center Server added in Network > Contact Center Server . For example, RL-UCCE-CUBEE-OR-CUBESP-1030
Run on Every Node: Enable this option.
Call Manager Group: Select a Unified Communications Manager group.
Associated Route Groups: Select the route group that you created earlier. For example, RL-UCCE-CUBEE-OR-CUBESP-1030 .

Note

Leave all other fields with default values.

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

Procedure

Step 1	Log in to CUCM Administration Page.
Step 2	Go to System > Security > SIP Trunk Security Profile click Add New.
Step 3	Provide the following mandatory fields: Name: SCC Perimeta SBC SIP Trunk Security Profile - Type exactly the same name mentioned here. Incoming Port: 5090 - Port needs to be 5090 only.
Step 4	Click Save.

Create SIP Trunk Security Profile for Internal help-desk for Small Contact Center

Procedure

Step 1	Log in to CUCM Administration Page.
Step 2	Go to System > Security > SIP Trunk Security Profile click Add New.
Step 3	Provide the following mandatory fields: Name: SCC CUBEE SIP Trunk Security Profile - Type exactly the same name mentioned here. Incoming Port: 5080 - Port needs to be 5080 only.
Step 4	Click Save.

Create the Trunk

Note

Add a separate TRUNK towards each cluster for 12000 agent deployment model.

Procedure

Step 1

Choose Network > PBX Devices.

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.

Device Name - Enter a name for the trunk. For example, TrunktoCVP.
Description - Description of the trunk. For example, SIP Trunk towards Unified CVP.

Trunk Model Type - Choose ToCVP.

Note

In small contact center agent deployment, the trunk towards Unified CVP should be created via CUBE(SP) choose the Trunk Model Type as ToCVPviaCUBESP

SIP Profile - Choose a SIP profile from the menu. If you require a custom SIP profile, create one manually in the Unified Communications Manager and import it into Unified Communications Domain Manager.
Run on Every Node - Enable this option.

Destination(s) - Fill all the CVP IP addresses, separated by comma. For example, 10.4.207.5:5060, 10.4.207.15:5060.

Note

In small contact center agent deployment, the trunk towards Unified CVP should be created via CUBE(SP), in Destination enter the CUBE(SP) signaling address and port of sub customer CUCM publisher adjacency for consult and transfer(SUBCUST1-CUCM-PUB-CONSULT-TRAN) to send to CVP.Here signaling-port has to be 5090. For example: 192.168.1.1:5090

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.

Procedure

Step 1	Choose Network > PBX Devices.
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. Route Group Name - Enter a name for the route group. For example, RG-CVP<CPID>. Replace <CPID> with the four-digit CPID of the Contact Center server assigned by Unified Communications Domain Manager. For example, RG-CVP-1030. Distribution Algorithm - Choose a distribution algorithm for the trunk usage. For example, Circular. Associated Trunks - Select the trunk that you created earlier for the gateways. For example, TrunktoCVP (Optional Cisco Unified SIP Proxy).
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.

Procedure

Step 1

Choose Network > PBX Devices.

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.

Route List Name -: Enter a name for the route list. The format is RL-UCCE-CVP-OR-CUBESP-<CPID>. Replace <CPID> with the five digit CPID of the Contact Center Server added in Network > Contact Center Server For example, RL-UCCE-CVP-OR-CUBESP-1030 .
Run on Every Node - Enable this option.
Call Manager Group - Select a Unified Communications Manager group.
Associated Route Groups - Select the route group that you created earlier. For example, RG-CVP-1030.

Step 6

Click AddRouteList.

Note

The routing connection toward the Unified CVP is complete.

Connect Unified CVP in Unified Communications Domain Manager

Important: This procedure applies to deployments that include CUCDM 8.1.4.

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.

Procedure

Step 1	Choose Network > Contact Center Server.
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.

Procedure

Step 1

Choose Network > Hardware groups.

Step 2

Click Add.

Name - Enter a name for the hardware group. For example, Cust_1_CC_HWG.
Description - Description for the hardware group. For example, Customer_1 CC hardware group.
Limit usage of this Hardware Group to - Select Any Action.

Step 3

Click Next.

Step 4

Select the Unified Communications Manager cluster and the Contact Center server.

Step 5

Click Add.

Note

In Small Contact Center, each sub customer will have a separate hardware group with its dedicated unified communication manager and dedicated Contact Center server.

What to Do Next

To associate the hardware group to a customer, perform the following steps:

Choose General Administration > Customers.
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.

Procedure

Step 1	Choose Resources > Contact Center Service.
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: Name - Enter a name for the contact center service, for example Cust_1_CCS. Description - Description of the service, for example, Contact Center service for Customer_1. Country - Select the country, for example, United States. Site code - Select a site code for the contact center service. For example, 8005. You must create this code using the Resources > Site Code inventory page. Contact Center Hardware Group - Select the Contact Center hardware group that you created earlier. For example, Cust_1_CC_HWG. Extension Length - Select the number of digits in the extension (Internal Pilot). For example, 4. This enables configuration of Internal pilot DNs of the format 8005XXXX.
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.

Procedure

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

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.

Note

Pre-translated Number: This is the short code to be configured i.e. *123
Post-translated Number: Actual Internal help desk number or internal pilot number created in the above section "Configure Contact Center Service" i.e. 80059999
For other clusters and internal pilot numbers, use the same short code

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.

Figure 2. Customer Instances of Two Different Deployment Types Integrated with Shared Components

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

Procedure

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 shut For 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

Procedure

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

Procedure

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:

Navigate to the interface cust_inside:

hostname/customer_instance(config)#interface gigabitethernet0/1.1

Specify the name to inside interface of the customer_instance context:
```
hostname/customer_instance(config-if)#nameif inside_if_name
```

Enter the IP address of customer_instance of inside interface

hostname/customer_instance(config-if)#ip address ip_address subnet_mask

Navigate to the interface cust_outside:

hostname/customer_instance(config-if)#interface gigabitethernet0/0.1

Specify the name to outside interface of the customer_instance context:
```
hostname/customer_instance(config-if)#nameif outside_if_name
```

Enter the IP address of customer_instance of outside interface:

hostname/customer_instance(config-if)#ip address ip_address subnet_mask

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:

Procedure

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

Note

Allow or deny IP address in access-list as per the requirement of the network.

Configure NAT in the Customer Instance Context

Procedure

Step 1

Configure NAT to enable internet connectivity for inside hosts:

Create a network object for the inside network of customer instance.
```
hostname/customer_instance(config)#object network inside_network_name
```

Enter the network id of inside network with subnet mask.

hostname/customer_instance(config-network-object)#subnet network-id subnet-mask

Enable dynamic NAT for the inside network.

hostname/customer_instance(config-network-object)#nat (inside,outside) dynamic interface

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:

Create a network object for the DATASERVER-A server address.
```
hostname/customer_instance(config)#object network DATASERVER-A
```
Define the DATASERVER-A server address, and configure static NAT with identity port translation.
```
hostname/customer_instance(config-network-object)#host 10.10.10.21
```

Open SQL port for DATASERVER-A.

hostname/customer_instance(config-network-object)#nat (inside,outside) static 209.165.200.230 service tcp 1433 1433

Open ConAPI port fo rDATASERVER-A.

hostname/customer_instance(config-network-object)#nat (inside,outside) static 209.165.200.230 service tcp 2094 2094

Open HTTPS port for DATASERVER-A.

hostname/customer_instance(config-network-object)#nat (inside,outside) static 209.165.200.230 
service tcp 443 443

Open SQL port for DATASERVER-B.

hostname/customer_instance(config)#object network DATASERVER-B
hostname/customer_instance(config-network-object)#host 10.10.10.22
hostname/customer_instance(config-network-object)#nat (inside,outside) static 209.165.200.231 service tcp 1433 1433

Open ConAPI port for DATASERVER-B.

hostname/customer_instance(config-network-object)#nat (inside,outside) static 209.165.200.231 service tcp 2095 2095

Open HTTPS port for DATASERVER-B.

hostname/customer_instance(config-network-object)#nat (inside,outside) static 209.165.200.231 service tcp 443 443 hostname/customer_instance (config)#route outside 0.0.0.0 0.0.0.0 209.165.200.240

Note

ConAPI ports for DATASERVER A and B should match with the ports configured in the CCDM Cluster.

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.

Figure 3. Two Customer Instances, for Small Contact Center model Integrated with shared components

To integrate ASA for Small contact center with sub-customer instance with shared components, see Install and Configure ASA Firewall and NAT

To integrate ASA for Small contact center with sub-customer instance install and configure ASA, see Install and Configure ASA Firewall and NAT. After Installing the ASA, complete the following procedures:

Configure Interfaces in the System Execution Space
Configure Security Contexts for each Sub-customer Context
Assign MAC Addresses to Context Interfaces Automatically (Optional)
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
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

Procedure

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 shut For 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

Procedure

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

Procedure

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:

Navigate to the interface sub-cust_inside:

hostname/sub_customer_instance (config)#interface gigabitethernet0/1.1

Specify the name to inside interface of the sub-customer_instance context:
```
hostname/sub_customer_instance (config-if)#nameif inside_if_name
```

Enter the IP address of sub-customer_instance of inside interface

hostname/sub_customer_instance (config-if)#ip address ip_address subnet_mask

Navigate to the interface sub-cust_outside:

hostname/sub_customer_instance (config-if)#interface gigabitethernet0/0.1

Specify the name to outside interface of the sub-customer_instance context:
```
hostname/sub_customer_instance (config-if)#nameif outside_if_name
```

Enter the IP address of sub-customer_instance of outside interface:

hostname/sub_customer_instance (config-if)#ip address ip_address subnet_mask

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:

Procedure

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

Note

Allow or deny IP address in access-list as per the requirement of the network.

Configure Static NAT in the Sub-customer instance Context

Configure static NAT for integration of sub-customer instances with customer instance :

Procedure

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
Integration of Perimeta SBC for Small Contact Center Deployment Model

Integration of Perimeta SBC for HCS Deployment model

Configure Service Interface for Customers
Configure Adjacencies for Customers
Configure Call Policy

Configure Service Interface for Customers
Configure Adjacencies for Customers
Configure Call Policy

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

Table 4 Adjacencies for HCS Deployment Models
Sl no	Adjacency Name	Remote Server/Node	Call Flow
1	SUBCUST1-CUBE-E	CUBE-E	Basic Calls from Customer Internal Help Desk dialing CCB Local Breakout Call
2	SUBCUST1-CUBE-E-OUTBOUND	Outbound Gateway	Agent Based and IVR Based OB calls

Add CUBE(E) Adjacency
Add Carrier-Network Adjacency

Add Carrier-Network Adjacency
Add CUBE(E) Adjacency

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
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

Table 5 Adjacencies for Small Contact Center Deployment
Sl.No.	Adjacency Name	Remote Server/Node	Call Flow
1	SUBCUST1-CVP	CVP Call Server	To Route calls to CUCM to connect agent phone Agent Transfer call IVR Based OB Call
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
Configure Adjacencies for Optional Components
Configure Call Policy

Configure Adjacencies for Core Components
Configure Adjacencies for Optional Components

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 PUBLISHER 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
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 SUBSCRIBER Mobile Agent Call flow
Add CUCM PUBLISHER Adjacency for Mobile agent call flow
Add CUBE-MEDIASENSE FORK adjacency
Add MEDIASENSE adjacency
Add CUSP Adjacency

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
Discovering Devices

Customer Management for Prime Collaboration Assurance
Adding Device Credentials
Discovering Devices

Customer Management for Prime Collaboration Assurance

Procedure

Step 1	Login to Prime using the URL https://<IP_address_of_Prime_Collaboration_application .
Step 2	Go to Administration > Customer Management.
Step 3	Click Add.
Step 4	In General Info tab enter the Customer Name.
Step 5	Click Next and then Save.

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:

Procedure

Step 1

Step 2

Choose Operate > Device Work Center.

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.

Profile Name	UCCE	CUCM	CVP	FINESSE	CUIC	Voice Gateways
Device Type	Contact Center Enterprise	Communications Manager	Customer Voice Portal	FINESSE	Intelligence Center	Router
IP Version	v4	v4	v4	v4	v4	v4
IP Address Pattern	For Eg, 10.10.10.*	For Eg, 10.10.10.*	For Eg, 10.10.10.*	For Eg, 10.10.10.*	For Eg, 10.10.10.*	For Eg, 10.10.10.*
SNMP Timeout	10	10	10	10	10	10
SNMP Retries	2	2	2	2	2	2
SNMP V2	2c	2c	2c	2c	2c	2c
SNMP Read Community String	Refer to Cisco SNMP Setup	Refer to Configure SNMP	Refer to Configure SNMP	Refer to Configure SNMP	Refer to Configure SNMP	Configure Step 11 of "Configure Cisco IOS Enterprise Voice Gateway"
Others		Provide HTTP(s) and JTAPI Credentials				Provide CLI login Credentials

Discovering Devices

Before You Begin

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.

You must perform discovery to:

Add devices to the Prime Collaboration database.
Update or change IP addresses of devices managed by Prime Collaboration.

Any discovery involves three phases:

Access-level discovery
Inventory discovery
Path trace discovery

There are four Discovery methods:

Logical Discovery
Cisco Discovery Protocol (CDP)
Ping Sweep
Direct or None

Note

In MSP mode logical discovery of the devices are not supported.

In MSP mode logical discovery of the devices are not supported
In HCS deployment you can discover the devices using HCM-F. For more details refer to Prime Collaboration Assurance HCM-F Configuration.

Procedure

Step 1	Sign in to Cisco Prime Collaboration Portal (http://{hostname}).
Step 2	Choose Operate > Device Work Center > Manage Credentials.
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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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

Parameter	Value
Trunk group name	3001
CPID/custgrpid	1001
CUBE(Ent) IP address	10.4.207.194
Trunk port	5071