Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

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Installing and Configuring Guide for Cisco HCS for CC 11.0(1)

Chapter Title

Configure Customer Instance

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Updated:: June 21, 2016

Chapter: Configure Customer Instance

Create a Customer Instance for the 500 Agents Deployment Model
Create a Customer Instance for the1000 Agent Deployment Model
Create a Customer Instance for the 4000 Agent Deployment Model
Create Customer Instance for Small Contact Center Agent Deployment Model
Create Customer Instance for 12000 Agent Deployment Model

Configure Customer Instance

Create a Customer Instance for the 500 Agents Deployment Model

Follow this sequence of tasks to create a customer instance to deploy 500-agents for Cisco Hosted Collaboration Solution for Contact Center.

Table 1 Create customer instance for 500 agent deployment of Cisco HCS for Contact Center
Sequence	Task	Done?
1	Upgrade VMware Tools
2	Set Up Virtual Machine Startup and Shutdown
3	Create a Domain Controller Server
4	Configure Cisco Unified CCE Call Server
5	Configure Unified CCE Data Server
6	Configure Unified CVP
7	Configure Cisco IOS Enterprise Voice Gateway
8	Configure Unified Communications Manager
9	Configure Unified Intelligence Center with Live Data
10	Configure Cisco Finesse

Upgrade VMware Tools

Procedure

Step 1

Right-click on the VM. Select Guest > Install / Upgrade VMware tools.

Step 2

Wait for the popup window (this may take time) and accept the default Automatic Tools Upgrade.

Step 3

Click OK.

Step 4

Restart, only if you are prompted.

Note

VMWare Tools should be installed in all VMs

Set Up Virtual Machine Startup and Shutdown

Procedure

Step 1	Select a virtual machine from the VMware vSphere Client.
Step 2	Click the Configuration tab.
Step 3	Click the Virtual Machine Startup/Shutdown link.
Step 4	Click Properties.
Step 5	In the Virtual Machine Startup and Shutdown dialog box, check Allow virtual machines to start and stop automatically with the system.
Step 6	Use the Move Up and Move Down buttons to rearrange the virtual machines under Automatic Startup in the following order: 500 and 1000 Agent Deployment: Cisco Unified CCE Database Servers Cisco Unified CCE Call Servers Cisco Unified CVP Servers Cisco Finesse Servers Cisco Unified Intelligence Center Cisco Unified Communication Manager Cisco Unified CVP Reporting Server Cisco Unified CVP OAMP Server Other HCS Deployments: Cisco Unified CCE Central Controller Servers Cisco Unified CCE Administration and Data Servers Cisco Unified CCE PG Servers Cisco Unified CVP Servers Cisco Finesse Servers Cisco Unified Intelligence Center Cisco Unified Communication Manager Cisco Unified CVP Reporting Server Cisco Unified CVP OAMP Server
Step 7	Click OK.

Create a Domain Controller Server

Create a Virtual Machine for the Domain Controller
Install Microsoft Windows Server
Install the Antivirus Software
Configure a DNS Server
Set Up the Domain Controller
Create Two-Way Forest Trust

Create a Virtual Machine for the Domain Controller
Install Microsoft Windows Server
Install the Antivirus Software
Configure a DNS Server
Set Up the Domain Controller
Create Two-Way Forest Trust

Create a Virtual Machine for the Domain Controller

Procedure

Step 1	See, Set Up Virtual Machine Startup and Shutdown and create a new virtual machine from vCenter.
Step 2	On the Name and Location page, provide a name for the Domain Controller.
Step 3	In the Disk format field, choose the Thick Provisioned format.
Step 4	Enter the virtual machine specifications as specified in Table 1.

Install Microsoft Windows Server

To install Microsoft Windows Server 2012 R2 Standard Edition, see Install Microsoft Windows Server 2012 R2 Standard Edition.

Install the Antivirus Software

For third-party applications installation, see Install Antivirus Software.

Configure a DNS Server

To configuring a DNS server, see Configure DNS Server.

Set Up the Domain Controller

Complete the following procedure to set up the domain controller.

Procedure

Step 1	Select Start > Run and enter `dcpromo.exe`.
Step 2	Click Next to launch the Active Directory Domain Services Wizard.
Step 3	In the Operating System Compatibility page, click Next.
Step 4	In the Choose Deployment Configuration page, click Create a new domain in a new forest radio button and click Next.
Step 5	In the Name the Forest Root Domain page, enter the fully qualified domain name (FQDN) and click Next.
Step 6	In the Set Forest Functional Level page, choose Windows Server 2008 R2 from the drop-down list and click Next.
Step 7	In the Additional Domain Controller Options page, choose DNS Server and click Next.
Step 8	In the Location for Database, Log Files, and SYSVOL page, select the default folders and click Next.
Step 9	Enter the password that meets the criteria detailed on the Directory Services Restore Mode Administrator Password page and click Next.
Step 10	Click Next.
Step 11	Click Finish and restart Windows.

Create Two-Way Forest Trust

To create two-way forest trust between Unified CCE and CCDM, see Establish Two-Way Forest Trust.

Configure Cisco Unified CCE Call Server

This table lists the configuration procedures that you must perform for sides A and B of Unified CCE Call Server.

Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure the Domain Manager
4	Configure Unified CCE Encryption Utility
5	Configure the Unified CCE Router
6	Configure a Generic Peripheral Gateway
7	Configure CTI Server
8	Configure Media Routing Peripheral Gateway
9	Configure CTI OS Server
10	Install JTAPI
11	Verify Cisco Diagnostic Framework Portico
12	Cisco SNMP Setup

Configure the Domain Manager
Configure a Generic Peripheral Gateway
Configure CTI Server
Configure Media Routing Peripheral Gateway
Configure CTI OS Server
Install JTAPI
Set Local Administrator Password
Verify the Machine in Domain
Cisco SNMP Setup

Configure the Domain Manager

This procedure creates a organizational unit (Cisco_ICM, facility,instance) from any of the Unified CCE Call Servers.

Note

The domain manager is a one-time configuration. You do not need to configure the domain manager for side B
For Small Contact Center agent deployment model, follow the below procedure to create OU structure for the Agent PG in sub customer domain similar to the service provider (UCCE) domain
Skip the below procedure if you want to install Agent PG in the service provider (UCCE) domain

Procedure

Step 1	Go to Start > All Programs > Cisco Unified CCE Tools > Domain Manager.
Step 2	Log in as a user who has permissions to create organizational units (OUs) in the domain.
Step 3	In the section on the left, expand the domain.
Step 4	Add the Cisco root as Cisco_ICM : Under the Cisco root, click Add. Select the OUs under which you want to create the Cisco root OU and click OK. When you return to the Domain Manager dialog box, the Cisco root OU appears either at the domain root or under the OU that you selected. You can now add the facility.
Step 5	Add the facility organizational unit (OU): Select the Cisco root OU under which you want to create the Facility OU. In the right section, under Facility, click Add. Enter the name for the Facilityand click OK.
Step 6	Add the Instance OU: Navigate to and select the Facility OU under which you want to create the Instance OU. In the right section, under , click Add. Enter the instance name and click OK.
Step 7	Click Close.

Configure a Generic Peripheral Gateway

In CCE, the Generic Peripheral Gateway is called the Agent Peripheral Gateway.

Add a Generic PG

Procedure

Step 1	Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
Step 2	In the Instance Components section, click Add.
Step 3	In the Component Selection dialog box, choose Peripheral Gateway.
Step 4	In the Peripheral Gateway Properties dialog box, do the following: Check Production mode. Check Auto start system startup. Check Duplexed Peripheral Gateway. In the PG node Properties ID field, choose PG1. Select the appropriate side (Side A or Side B). Under the Client Type section, add CUCM and VRU to the selected types. Click Next.

Add PIM1(Unified Communications Manager PIM)

To add Peripheral Interface Manager (PIM1) as the Unified Communication Manager PIM, do the following:

Procedure

Step 1

In the Peripheral Interface Manager section of the Peripheral Gateway Component Properties dialog box, click Add.

Step 2

Select CUCM and PIM1 and click OK.

Step 3

Check Enabled.

Step 4

In the Peripheral Name field, enter CM.

Step 5

In the Peripheral ID field, enter 5000.

Step 6

In the Agent Extension Length field, enter the extension length for this deployment.

Step 7

In the Unified Communications Manager Parameters section, do the following:

In the Service field, enter the hostname of the Unified Communications Manager Subscriber.
In the User ID field, enter pguser.
In the User Password field, enter the password of the user that will be created on Unified Communications Manager.
In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729.

Step 8

Click OK.

Note

Unified Communication Domain Manager sets the default password as "pguser", during Unified Communication Manager integration.

Add PIM2 (First VRU PIM)

To add the PIM2 as the first Voice Response Unit (VRU) PIM, do the following:

Procedure

Step 1	In the Peripheral Interface Manager section of the Peripheral Gateway Component Properties dialog box, click Add.
Step 2	Select the Client Type of VRU and PIM2, then click OK.
Step 3	Check Enabled.
Step 4	In the Peripheral Name field, enter `CVP1`.
Step 5	In the Peripheral ID field, enter `5001`.
Step 6	In the VRU Hostname field, enter the hostname of CVP1 (Side A).
Step 7	In the VRU Connect Port field, enter `5000`.
Step 8	In the Reconnect interval (sec) field, enter `10`.
Step 9	In the Heartbeat interval (sec) field, enter `5`.
Step 10	In the DSCP field and choose CS3(24).
Step 11	Click OK.

Add PIM3 (Second VRU PIM)

Procedure

Step 1	In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
Step 2	Select Client Type of VRU and PIM3. Then click OK.
Step 3	Check Enabled.
Step 4	In the Peripheral name field, enter `CVP2`.
Step 5	In the Peripheral ID field, enter `5002`.
Step 6	In the VRU hostname field, enter the hostname of CVP1 (Side B).
Step 7	In the VRU Connect port field, enter `5000`.
Step 8	In the Reconnect interval (sec) field, enter `10`.
Step 9	In the Heartbeat interval (sec) field, enter `5`.
Step 10	In the DSCP field, choose CS3(24).
Step 11	Click OK .

Add PIM4 (Third VRU PIM)

Procedure

Step 1	In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
Step 2	Select Client Type of VRU and PIM4 then click OK.
Step 3	Check Enabled.
Step 4	In the Peripheral name field, enter `CVP3`.
Step 5	In the Peripheral ID field, enter `5003`.
Step 6	In the VRU hostname field, enter the hostname of CVP2 (Side A).
Step 7	In the VRU Connect port field, enter `5000`.
Step 8	In the Reconnect interval (sec) field, enter `10`.
Step 9	In the Heartbeat interval (sec) field, enter `5`.
Step 10	In the DSCP field, choose CS3(24).
Step 11	Click OK .

Add PIM5 (Fourth VRU PIM)

Procedure

Step 1	In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add.
Step 2	Select Client Type of VRU and PIM4 then click OK.
Step 3	Check Enabled.
Step 4	In the Peripheral name field, enter `CVP4`.
Step 5	In the Peripheral ID field, enter `5004`.
Step 6	In the VRU hostname field, enter the hostname of CVP2 (Side B).
Step 7	In the VRU Connect port field, enter `5000`.
Step 8	In the Reconnect interval (sec) field, enter `10`.
Step 9	In the Heartbeat interval (sec) field, enter `5`.
Step 10	In the DSCP field, choose CS3(24).
Step 11	Click OK .

After Creating PIMs

Perform this task at the Peripheral Gateway Component Properties page.

Procedure

Step 1

Enter 5000 in the Logical Controller ID field.

Step 2

Enter 0 in the CTI Call Wrapup Data delay field.

Step 3

In the VRU Reporting pane, click Service Control and check Queue Reporting. Click Next to open the Device Management Protocol Properties dialog box.

Step 4

In the Device Management Protocols Properties dialog box, complete all interface fields:

For Side A PG:
- Select Side A Preferred.
- For Side A Properties, check Call Router is local.
- For B Properties, check Call Router is remote (WAN).
For Side B PG:
- Select Side B Preferred.
- For Side A Properties, check Call Router is remote (WAN).
- For Side B Properties, check Call Router is local.
For both Sides:
- Accept the default in the Usable Bandwidth (kbps) field.
- Accept the default in the Heartbeat Interval (100ms) field.
Click Next.

Step 5

In the Peripheral Gateway Network Interfaces dialog box, complete all interface fields:

Enter the Private and Visible network interface hostnames. For the PG and Router entries, use the same hostnames for Private and Private High, and the same hostnames for Visible and Visible High.
Click the QoS button in the Private Interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK.
Click the QoS button in the Visible Interfaces section for both the Side A and Side B PGs. In the PG Visible Link QoS Settings, check Enable QoS, click OK.
Click Next.

Step 6

In the Check Setup Information dialog box, click Next.

Step 7

In the Setup Complete dialog box, click Finish.

Step 8

Click Exit Wizard.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure CTI Server

Procedure

Step 1

In the Instance Components pane of the Components Setup dialog box, click Add.

Step 2

In the Component Selection dialog box, click CTI Server.

Check Production mode.
Check Auto start at system startup.
Check Duplexed CTI Server.
Choose CG1 in the CG node properties pane ID field.
Enter 1 in the CG node properties ICM system ID field.
Click the appropriate side.
Click Next.

Step 3

In the Server Component Properties dialog box, configure as follows:

For Side A, enter 42027 in the Client Connection Port Number field.
For Side B, enter 43027 in the Client Connection Port Number field.

Step 4

Click Next.

Step 5

In the Network Interface Properties dialog box, fill in all interface fields Then click Next .

Step 6

Enter the PG public interfaces, CG private interface, and CG visible interfaces details and click Next.

Step 7

Under the Check Setup Information page, click Next.

Step 8

In the Setup Completed dialog box, click Finish.

Step 9

Click Exit Setup.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Media Routing Peripheral Gateway

Complete the following procedure to set up the Unified CCE Media Routing Peripheral Gateway. The MR PG is required; you must configure it.

The Media Routing Peripheral Gateway can optionally have two PIMs—the MultiChannel PIM (PIM1) and the Outbound PIM (PIM2). The Multichannel PIM can be configured for Unified WIM and Unified EIM. You can configure these PIMs if you use those features.

Add Media Routing PG

Complete the following procedure to add the MR PG and the Multichannel PIM (PIM1) and the Outbound PIM (PIM2). You can have one of each PIM. The Multichannel PIM can be used for either Unified WIM and Unified EIM

Procedure

Step 1

Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.

Step 3

In the Peripheral Gateway Properties dialog box:

Check Production Mode.
Check Auto start system startup.
Check Duplexed Peripheral Gateway.
Choose PG2 in the PG node Properties ID field.
Click the appropriate side.
Under Client Type pane, add Media Routing to the selected types.
Click Next.

Step 4

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 (the Multichannel PIM) with the Client Type of Media Routing.

Check Enabled.
In the Peripheral name field, enter MR.
In the Peripheral ID field, enter 5005.
In the Application Hostname (1), field, enter the hostname or the IP address of the Unified WIM and EIM services server machine or of SocialMiner.
In the Application Connection Port (1), field, enter the port number on the Unified WIM and EIM services server/SocialMiner machine that the PIM will use to communicate with the application. The default port is 38001.
In the Application Hostname (2), field, leave the field blank.
In the Application connection port (2), field, leave the field blank.
In the Heartbeat interval (sec) field, enter 5.
In the Reconnect interval (sec) field, enter 10.
Click OK.

Step 5

Click Add and configure PIM2 (the Outbound PIM) with the client type of Media Routing as follows:

Check Enabled.
In the Peripheral name field, enter MR2 or a name of your choice.
In the Peripheral ID field, enter 5006.
In the Application Hostname(1) field, enter UCCE call server side A IP.
The Application Connection port (1), retain the default value.
In the Application Hostname (2), field, enter UCCE Call server side B IP.
The Application Connection port (2), retain the default value.
In the Heartbeat interval (sec) field, enter 5.
In the Reconnect interval (sec) field, enter 10.
Click OK.

Step 6

Enter 5001 in the Logical Controller ID field.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field. Click Next.

Step 8

In the Device Management Protocol Properties dialog box, configure as follows:

For Side A PG:
- Select Side A Preferred.
- For Side A Properties, check Call Router is local.
- For B Properties, check Call Router is remote (WAN).
For Side B PG:
- Select Side B Preferred.
- For Side A Properties, check Call Router is remote (WAN).
- For Side B Properties, check Call Router is local.
For both Sides:
- Accept the default in the Usable Bandwidth (kbps) field.
- Enter 4 in the Heartbeat Interval (100ms) field.
Click Next.

Step 9

In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Visible Interfaces.

This step applies only to Side A.

Enter the Private and Visible network interface hostnames. For the PG and Router entries, use the same hostnames for Private and Private High, and the same hostnames for Visible and Visible High.
Click the QoS button in the Private Interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK.
Click the QoS button in the Visible Interfaces section for both the Side A and Side B PGs. In the PG Visible Link QoS Settings, check Enable QoS, click OK.
Click Next.

Step 10

In the Check Setup Information dialog box, click Next.

Step 11

In the Setup Complete dialog box, click Finish.

Step 12

Click Exit Setup.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure CTI OS Server

Procedure

Step 1

Mount the CTI OS ISO image or copy the CTI OS installer to the local drive of the Unified CCE machine with an Agent PG..

Step 2

If a maintenance release for CTI OS is available, copy the maintenance release to the local drive .

Step 3

Navigate to %Home\CTIOS\Installs\CTIOS Server and run setup.exe. Click Yes to the warning that the SNMP service will be stopped and then restarted after the installation completes.

Step 4

Accept the Software License Agreement.

Step 5

Browse to the location for the latest Maintenance Release, if any. Click Next.

Step 6

In CTI OS Instance dialog box, click in the CTI OS Instance List pane. In the Add CTI OS Server Instance window, enter your instance name and click OK.

Note

The CTIOS Instance Name must match with ICM Instance Name, else it will not reflect in the Diagnostics portico.

Step 7

Click Add in the CTI OS Server List pane and click OK.

Step 8

In the Enter Desktop Drive dialog box, choose drive C and click OK.

Step 9

In the CTI Server Information dialog box, enter the IP address of the Unified CCE machines where CTI Server is installed, and enter the ports for Side A (42027) and Side B (43027). Click Next.

Step 10

In the Peripheral Identifier dialog box, enter the following values and Click Next .

Enter the peripheral ID of respective PG.
Select the peripheral type as G3 for Avaya PG.
Choose Agent ID .

Step 11

In the Connect Information dialog box, enter Listen Port 42028 and accept all defaults and then click Next.

Step 12

In the Statistics Information dialog box, check Polling for Agent Statistics at End Call and then click Next.

Step 13

In the IPCC Silent Monitor Type dialog box, set Silent Monitor Type to CCM Based and click Next.

Step 14

In the Peer CTI OS Server dialog box, configure as follows:

Check Duplex CTIOS Install.
In the Peer CTI OS Server field, set the hostname/IP address of the other CTIOS Server in the duplex configuration.
In the Port field, enter 42028.

Step 15

Click Finish.

Step 16

In the Cisco CTI OS Server Security dialog box, uncheck Enable Security. Click OK.

Step 17

In the CTI OS Security dialog box, click Finish.

Step 18

When prompted to restart the computer, click Yes. If there is a Maintenance Release, its installation begins automatically.

Step 19

Follow all prompts to install the Maintenance Release, if there is one.

Step 20

When the Maintenance Release install completes, click Finish and follow the prompts to restart.

Step 21

Access Registry Editor (Run > regedit).

Step 22

Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\Ctios\CTIOS_<instance name>\CTIOS1\Server\Agent.

Step 23

Set forceLogoutOnSessionClose to 1.

Install JTAPI

Note

This procedure is required for the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM. However, you must postpone this task until after you Configure Unified Communications Manager.

Complete the following procedure to install JTAPI on the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM for Side A and Side B.

Procedure

Step 1	Launch the Unified Communications Manager in a browser (https://{callmanager-hostname}) and log in.
Step 2	Navigate to Application > Plugins. Click Find.
Step 3	Download the Cisco JTAPI 32-bit Client for Windows.
Step 4	Install the downloaded file, accepting all of the default settings.
Step 5	At the prompt, enter the IP address for the Unified Communications Manager TFTP Server, and click Next.
Step 6	Click Finish.

Set Local Administrator Password

Procedure

Step 1	Open Computer Management.
Step 2	In left pane, expand Local and Users Groups and select Users.
Step 3	In right pane, right-click administrator and choose Set password. Displays Set Password for Administrator dialog box.
Step 4	Click Proceed.
Step 5	Enter New Password and Confirm Password.

Verify the Machine in Domain

For Unified CCE golden template, the Automation Tool script clones and deploys the virtual machines automatically to the destination domain. Complete the following procedure to verify if the Virtual Machine is placed in destination domain.

For small contact center deployment model Agent PG can be in customer domain instead of service provider domain.

Before You Begin

Set Local Administrator Password

Procedure

Step 1	Log in to the Unified CCE machine.
Step 2	Navigate to Start > All Programs > Administrative Tools > Server Manager to verify if the Virtual Machine is mapped to correct domain. If the machine is not in Domain, follow the below steps.
Step 3	Click Change System Properties on Right side panel to open System Properties.
Step 4	In Computer name tab, Click Change.
Step 5	Choose Domain radio button to change the member from Workgroup to Domain.
Step 6	Enter fully qualified Domain name and Click OK.
Step 7	In Windows security pop-up, Validate the domain credentials and click OK.
Step 8	On successful authentication, Click OK.
Step 9	Reboot the server and login with domain credentials.

Cisco SNMP Setup

Complete the following procedures to configure Cisco SNMP:

Add Cisco SNMP Agent Management Snap-In
Save Cisco SNMP Agent Management Snap-In View
Set Up Community Names for SNMP V1 and V2c
Set Up SNMP User Names for SNMP V3
Set Up SNMP Trap Destinations
Set Up SNMP Syslog Destinations

Add Cisco SNMP Agent Management Snap-In
Save Cisco SNMP Agent Management Snap-In View
Set Up Community Names for SNMP V1 and V2c
Set Up SNMP User Names for SNMP V3
Set Up SNMP Trap Destinations
Set Up SNMP Syslog Destinations

Add Cisco SNMP Agent Management Snap-In

You can configure Cisco SNMP Agent Management settings using a Windows Management Console snap-in.

Complete the following procedure to add the snap-in and change Cisco SNMP Management settings.

Procedure

Step 1	From the Start menu, enter mmc.exe /32.
Step 2	From the Console, choose File > Add or Remove Snap-ins.
Step 3	In the Add or Remove Snap-ins dialog box, choose Cisco SNMP Agent Management from the list of available snap-ins. Click Add.
Step 4	In the Selected snap-ins pane, double-click Cisco SNMP Agent Management.
Step 5	In the Extentions for Cisco SNMP Agent Management dialog box, select Always enable all available extentions. Click OK.
Step 6	In the Add/Remove Snap-in window, click OK. The Cisco SNMP Agent Management Snap-in is now loaded into the console.

Save Cisco SNMP Agent Management Snap-In View

After you load the Cisco SNMP Agent Management MMC snap-in, you can save the console view to a file with a .MSC file extension. You can launch the file directly from Administrative Tools.

Complete the following procedure to save the Cisco SNMP Agent Management snap-in view.

Procedure

Step 1	Choose File > Save.
Step 2	In the Filename field, enter Cisco SNMP Agent Management.
Step 3	In the Save As type field, choose a file name to map to the administrative tools such as Microsoft Management Console Files(*.msc).
Step 4	Click Save.

Set Up Community Names for SNMP V1 and V2c

If you use SNMP v1 or v2c you must configure a community name so that Network Management Systems (NMSs) can access the data your server provides. Use SNMP community names to authenticate data exchange of SNMP information. An NMS can exchange SNMP information only with servers that use the same community name.

Complete the following procedure to configure the community name for SNMP v1 and v2c.

Before You Begin

Ensure Cisco SNMP is added and saved using the procedures Add Cisco SNMP Agent Management Snap-In and Save Cisco SNMP Agent Management Snap-In View.

Procedure

Step 1	Choose Start > All Programs > Administrative tools > Cisco SNMP Agent Management.
Step 2	Right-click Cisco SNMP Agent Management and choose Run as administrator.
Step 3	The Cisco SNMP Agent Management screen lists some of the configurations that require SNMP for traps and system logs.
Step 4	Right-click Community Names (SNMP v1/v2c) and choose Properties.
Step 5	In the Community Names (SNMP v1/v2c) Properties dialog box, click Add New Community.
Step 6	In the Community Name field, enter a community name.
Step 7	In the Host Address List, enter the host IP address.
Step 8	Click Apply and click OK.

Set Up SNMP User Names for SNMP V3

If you use SNMP v3 you must configure a user name so that NMSs can access the data your server provides.

Complete the following procedure to configure a user name for SNMP v3.

Before You Begin

Ensure Cisco SNMP is added and saved using the procedures Add Cisco SNMP Agent Management Snap-In and Save Cisco SNMP Agent Management Snap-In View.

Procedure

Step 1	From the Console Root, choose Cisco SNMP Agent Management > User Names (SNMP v3) > Properties.
Step 2	Click Add New User.
Step 3	In the User Name field, enter a username.
Step 4	Click Save.
Step 5	The username appears in the Configured Users pane at the top of the dialog box.
Step 6	Click Apply and click OK.

Set Up SNMP Trap Destinations

You can configure SNMP Trap Destinations for SNMP v1, SNMP v2c, and SNMP v3. A Trap is a notification that the SNMP agent uses to inform the NMS of a certain event.

Complete the following procedure to configure the trap destinations.

Before You Begin

Ensure Cisco SNMP is added and saved using the procedures Add Cisco SNMP Agent Management Snap-In and Save Cisco SNMP Agent Management Snap-In View.

Procedure

Step 1	From the Console Root, choose Cisco SNMP Agent Management > Trap Destinations > Properties.
Step 2	Click Add Trap Entity.
Step 3	Click the SNMP version that your NMS uses.
Step 4	In the Trap Entity Name field, enter a name for the trap entity.
Step 5	Choose the User Name/Community Name that you want to associate with this trap. This list is auto-populated with existing configured users/community names.
Step 6	Enter one or more IP addresses in the IP Address entry field. Click Insert to define the destinations for the traps.
Step 7	Click Apply and click Save to save the new trap destination. The trap entity name appears in the Trap Entities section at the top of the dialog box.
Step 8	Click OK.

Set Up SNMP Syslog Destinations

You can configure Syslog destinations for SNMP from the Cisco SNMP Agent Management Snap-in.

Complete the following procedure to configure Syslog destinations.

Procedure

Step 1	From the Console Root, choose Cisco SNMP Agent Management > Syslog Destinations > Properties.
Step 2	Choose an Instance from the list box.
Step 3	Check Enable Feed.
Step 4	Enter an IP address or host name in the Collector Address field.
Step 5	Click Save.
Step 6	Click OK and restart the logger.

Configure Unified CCE Data Server

This section explains the configuration procedures you must perform for the Unified CCE Data Servers.

Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure Unified CCE Encryption Utility
4	Configure SQL Server
5	Configure Secondary Drive
6	Configure the Unified CCE Logger
7	Configure Administration Server and Real-Time Data Server Components
8	Load Base Configuration
9	Verify Cisco Diagnostic Framework Portico
10	Cisco SNMP Setup
11	Final Tasks

Configure Network Cards
Configure Unified CCE Encryption Utility
Configure SQL Server
Configure Secondary Drive
Configure the Unified CCE Logger
Configure Administration Server and Real-Time Data Server Components
Load Base Configuration
Verify Cisco Diagnostic Framework Portico
Final Tasks

Configure Network Cards

Note

Do this for all the Unified Contact Center Enterprise virtual machines that have two network adapters.

Procedure

Step 1	Navigate to Start > Control Panel > Network and Internet > Network and Sharing Center.
Step 2	Click Change adapter settings to open the Network Connections page.
Step 3	Rename the network adapter with Visible IP address configurations as Visible.
Step 4	Rename the network adapter with Private IP address configurations as Private.
Step 5	On the Network Connections page, press Alt N to display the Advanced menu.
Step 6	From the Advanced menu, select Advanced Settings.
Step 7	Under Adapters and Bindings, sort the connections so that `visible` is on top.
Step 8	Click OK.

Configure Private Ethernet Card

Procedure

Step 1	Right-click private and select Properties.
Step 2	Uncheck Client for Microsoft Networks.
Step 3	Uncheck File and Printer Sharing for Microsoft Networks.
Step 4	Uncheck Internet Protocol Version 6 (TCP/IPV6).
Step 5	Check Internet Protocol Version 4 (TCP/IPV4) and click Properties. Remove the IP Address for the Default Gateway. Remove the IP Address for the Preferred DNS server. Remove the IP Address for the Alternate DNS server.
Step 6	Click the Advanced button. Open the DNS tab. Uncheck Register this connection's addresses in DNS.
Step 7	Add an entry for the private IP address. Append a suffix such as p to the hostname for this IP, to identify it as private.
Step 8	Optional: Add another entry for the public high IP address. Append a suffix such as ph to the hostname for this IP, to identify it as public high.
Step 9	Click OK twice. Then, click Close.

Configure Visible Ethernet Card

Procedure

Step 1	Right-click Visible and select Properties.
Step 2	Check Client for Microsoft Networks.
Step 3	Check File and Printer Sharing for Microsoft Networks.
Step 4	Uncheck Internet Protocol Version 6 (TCP/IPV6).
Step 5	Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.
Step 6	Confirm the Public IP address, Subnet mask, Default gateway and Preferred DNs server, and click Advanced.
Step 7	On the Advanced tab, enter the high public addresses.
Step 8	On the DNS tab, in the DNS suffix for this connection field, enter the name of the local DNS zone for the server and check Register this connection's addresses in DNS.
Step 9	Optional: Add another entry for the public high IP address. Assign an unique suffix, for example, ph to the hostname for this IP, to identify it as public high.
Step 10	If the server requires access to resources in a different trusting or trusted domain or DNS zone, select Append these DNS suffixes (in order) and enter the local DNS zone for the server first, and then add the other secondary zones that represent the trusting or trusted domain.
Step 11	Click OK twice. Then, click Close.

Configure Unified CCE Encryption Utility

Procedure

Step 1	Start All Programs > Cisco Unified CCE Tools.
Step 2	Select SSL Encryption Utility.
Step 3	Click the Certificate Administration tab.
Step 4	Click Uninstall. Select Yes.
Step 5	When the uninstallation completes, choose Install. You see a stream of messages, ending with SSL Certificate successfully installed.
Step 6	Click Close.

What to Do Next

Create and Bind System CLI Certificate

Complete the following procedure to create and bind the system CLI certificate:

Procedure

Step 1	Open the command prompt.
Step 2	Enter the command cd C:\icm\serviceability\diagnostics\bin and press Enter.
Step 3	Enter the command DiagFwCertMgr /task:CreateAndBindCert and press Enter.

Configure SQL Server

Procedure

Step 1	Go to Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio.
Step 2	Log in.
Step 3	Expand Security and then Logins.
Step 4	If the BUILTIN\Administrators group is not listed: Right-click Logins and select New Login. Click Search and then Locations to locate BUILTIN in the domain tree. Type Administrators and click Check Name and then OK. Double-click BUILTIN\Administrators. Choose Server Roles. Make sure that public and sysadmin are both checked.

Configure Secondary Drive

DO THIS FOR Virtual Machines that require an additional hard drive to archive data.

Procedure

Step 1	Open Computer Management.
Step 2	Expand Storage in the left pane, click Disk Management.
Step 3	Right-click Disk 1 and choose Online.
Step 4	Right-click Disk 1 and choose Initialize Disk.
Step 5	In Initialize Disk pop up window, under Select disks. Check Disk 1 and choose MBR (Master Boot Record) under Use the following partition style for the selected disks pane. Click OK.
Step 6	Create a new disk partition as follows: right-click the disk you just initialized, choose New Simple Volume, and run the wizard.

Configure the Unified CCE Logger

Complete the following procedure to configure the Unified CCE Logger.

Note

Ensure that your browser is enabled.

Procedure

Step 1

Launch the Unified CCE Web Setup.

Step 2

Step 3

Click Instance Management, and then click Add.

Step 4

In the Add Instance window, select Facility and Instance from the drop-down list.

Step 5

In the Instance Number field, enter 0. Click Save.

Step 6

Configure the logger database as follows:

Select Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.
Navigate to Server > Instance (logger being installed).
Right-click the instance name and choose Create to create the logger database.
In the Select Component dialog box, choose the logger you are working on ( Logger A or Logger B). Click OK.
At the prompt ""SQL Server is not configured properly. Do you want to configure it now?"", click Yes.
On the Configure page, in the SQL Server Configurations pane, check Memory (MB) = Dynamic and Recovery Interval = 1. Click OK.
On the Stop Server page, click Yes to stop the services.
In the Select Logger Type window, select Enterprise from the drop-down list. Click OK.

Step 7

In the Create Database window, configure the following to create the Log:

In the DB Type field, choose the side (A or B).
In the Storage pane, click Add.

Step 8

In the Add Device dialog box, configure as follows:

Click Log.
Choose the C drive.
Accept the default in the size field.
Click OK.

Step 9

In the Create Database dialog box, click Add.

Step 10

In the Add Device dialog box, configure as follows:

Click Data.
Choose the secondary drive (typically E).
Accept the default in the size field.
Click OK.

Step 11

In the Create Database dialog box, click Create and click Start.

When you see the successful creation message, click OK and click Close.

Step 12

Configure the logger component as follows:

Return to Unified CCE Web Setup. You might need to log in again.
Choose Component Management > Loggers. Click Add. Choose the Instance.
On the Deployment page, select the Logger (A or B). Select Duplexed. Click Next.
On the Central Controller Connectivity page, enter the host names for Sides A and B for the Router Private Interface and Logger Private Interface.

Step 13

On the Additional Options page, configure the following and click Next:

If an external AW-HDS-DDS exists in the deployment, then check Enable Historical/Detail Data Replication.
If no external AW-HDS-DDS exists in the deployment, leave Enable Historical/Detail Data Replication unchecked.
Check Display Database Purge Configuration Steps.

Step 14

On the Data Retention page, modify the Database Retention Configuration table:

For the seven following tables, set the retention period to 40 days: Application_Event, Event, Network_Event, Route_Call_Detail, Route_Call_Variable, Termination_Call_Detail, and Termination_Call_Variable.
Set the retention period for all other tables to 400 days.
Applies only for HCS 500 and 1000 agent deployment without external HDS.
Click Next.

Step 15

On the Data Purge page, configure purge for a time when there is low demand on the system. Click Next.

Step 16

Review the Summary page, and then click Finish.

Note

Do not start service until all ICM components are installed.

Database and Log File Size

Complete the following procedure to increase the database and log sizes.

Before You Begin

Use DB Estimator Tool to calculate database and log file size.

Alternative option is to size the database and log using the values from Table 1. The values in the table for HCS 500 and 1000 agent deployments are sized without considering optional HDS.

Procedure

Step 1

Open SQL Server 2014 Management Studio.

Step 2

Click Connect. In the left pane, expand Databases.

Step 3

Right-click Logger database [<Instance>_<Side>] and select Properties..

Step 4

In the left pane, select Files. Ensure that Auto Growth is disabled for data and log files.

Step 5

Set the initial size of the data and log files according to DB Estimator Tool or from the following table:

Table 2 Data and Log File Size
Database	Data size(MB)	Log Size(MB)	Deployment Type
Side A, Side B	409600	1024	500 and 12000 Agent Deployments
Side A, Side B	665600	3072	1000 Agent Deployment
Side A, Side B	122900	1024	Other HCS Deployments

Configure Administration Server and Real-Time Data Server Components

Procedure

Step 1

Go to the Unified CCE Web Setup.

Step 2

Choose Component Management > Administration & Data Servers. Click Add.

Step 3

On the Add Administration & Data Servers page, configure as follows:

Choose the current instance
Click Enterprise. Then click Small to Medium Deployment Size.
Click Next.

Step 4

On the Role page, choose the option Administration Server and Real-time Data Server (AW). Click Next.

Step 5

Configure primary/secondary Administration and Data Servers connectivity, as follows:

Follow the below steps for primary:

Select Primary Administration & Data Server option.
In Secondary Administration & Data Server field, enter secondary AW hostname.
In Primary/Secondary Pair (Site) Name field, enter primary sitename.

Follow the below steps for secondary:

Select Secondary Administration & Data Server option.
In Primary Administration & Data Server field, enter primary AW hostname.
In Primary/Secondary Pair (Site) Name field, enter secondary sitename.

Step 6

On the Database and Options page, configure as follows:

In the Create Database(s) on Drive field, choose C.
Check Configuration Management Service (CMS) Node.
Check Internet Script Editor (ISE) Server.
Click Next.

Step 7

On the Central Controller Connectivity page, configure as follows:

For Router Side A, enter the Call Server Side A Public hostname.
For Router Side B, enter the Call Server Side B Public hostname.
For Logger Side A, enter the Data Server Side A Public hostname.
For Logger Side B, enter the Data Server Side B Public hostname.
Enter the Central Controller Domain Name.
Select Central Controller Side A Preferred or Central Controller Side B Preferred, based on what side you are on.
Click Next.

Step 8

Review the Summary page, and then click Finish.

Note

Do not start service until all ICM components are installed.

Load Base Configuration

Complete this procedure to upload the following base configuration parameters. For more information about base configuration parameter, see Base Configuration Parameters for 500 and 1000 Agent Deployment.

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

Procedure

Step 1	Download the HCS-11.0.1-500-and-1000-Agent-Day1-Configuration.zip file . Save it locally and unzip it.
Step 2	Download the Domain_Update_Tool.zip file. Save it locally and unzip it.
Step 3	Copy the configuration folder to the local drive of CCE Data Server on Side A.
Step 4	Open the ICMDBA Tool on the CCE Data Server on Side A.
Step 5	Select the CCE Data Server and expand the tree to <instance name>_sideA.
Step 6	Select Data on the menu bar and click Import.
Step 7	Browse to locate the configuration folder and click Open.
Step 8	Click OK and then click Import.
Step 9	Click Start and then click OK on all messages.
Step 10	Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell. Respond as follows: For Server name, enter the computer name of the CCE Data Server Side A. For Database name, enter <instance_sideA (Logger database)>. For Domain Name, enter the customer's domain name.
Step 11	Return to the ICMDBA tool. Open Data on the menu bar and click Synchronize. Enter the hostname for the CCE Data Server on Side A. Enter the database name as <instance name>_sideA for the source side. Enter the hostname for the CCE Data Server on Side B. Enter the database name as <instance name>_sideB for the target side. Click Synchronize.
Step 12	Click Start and then click OK on all messages.

Verify Cisco Diagnostic Framework Portico

Do this for the Unified CCE machines.

Procedure

Step 1	Open the command prompt and enter cd C:\.
Step 2	Enter cd icm\serviceability\diagnostics\bin and press Enter.
Step 3	Enter DiagFwCertMgr /task:CreateAndBindCert /port:7890 and press Enter.
Step 4	Go to Start -> Run and enter services.msc to open the Services tool. Make sure the Cisco Diagnostic Framework service is running. If it is not running start it.
Step 5	Open Diagnostic Framework Portico: Start > Programs > Cisco Unified CCE Tools > Diagnostic Framework Portico. Then make sure you can log in to the Diagnostic Framework Portico using domain user credentials.

Set the HCS Deployment Type
Start Unified CCE Services

Set the HCS Deployment Type

Procedure

Step 1

Go to Start > All Programs > Cisco Unified CCE Tools > Administration Tools > CCE Web Administration.

Step 2

Step 3

Set the HCS Deployment Type

Click Deployment under the System tab
Select the Deployment Type from the drop-down list.
Note For small contact center agent deployment, select Deployment type as HCS-CC 4000 Agents
Click Save and click Yes on the warning message.

Step 4

View the Deployment Type

Click Home tab to view the deployment type

Step 5

View the System Validation Rules

Click Information under the System Tab
Click System Validation

Step 6

View the System Configuration Limits

Click Information under the System Tab
Click Capacity Info

Start Unified CCE Services

The Unified CCE components run as a Windows service on the host computer. You can start, stop, or cycle these services from the Unified CCE Service Control tool on the desktop.

Note

This procedure is required for activating Unified CCE services. However, you must postpone this task until you install Unified CCE components in all Virtual machines given in the deployment model.

Procedure

Step 1	On each Unified CCE Server machine, open Unified CCE Service Control.
Step 2	Select each CCE Componentin the following sequence and click Start. Logger A Router A PG's Side A Logger B Router B PG's Side B Administration & Data Servers

Configure Unified CVP

This section explains the procedures to configure Unified CVP.

Sequence	Task	Done?
1	Configure Unified CVP Server
2	Configure Unified CVP Reporting Server
3	Configure Cisco Unified CVP Operations Console

Configure Unified CVP Server
Configure Unified CVP Reporting Server
Configure Cisco Unified CVP Operations Console

Configure Unified CVP Server

This section explains the procedures to configure Unified CVP Server.

Sequence	Task	Done?
1	Validate Network Card
2	Setup Unified CVP Media Server IIS
3	Setup FTP Server

Validate Network Card
Setup Unified CVP Media Server IIS
Setup FTP Server

Validate Network Card

Procedure

Step 1	Select Start and right-click Network.
Step 2	Select Properties. Then select Change Adapter Settings.
Step 3	Right-click Local Area Connection and select Properties.
Step 4	Uncheck Internet Protocol Version 6 (TCP/IPV6).
Step 5	Check Internet Protocol Version 4 and select Properties.
Step 6	Confirm the data for Visible IP addresses, Subnet mask, Default gateway and Preferred and alternate DNS servers.
Step 7	Click OK.

Setup Unified CVP Media Server IIS

Procedure

Step 1	Navigate to Start > Administrative Tools.
Step 2	Choose Server Manager option navigate to Manage > Add Roles and Features.
Step 3	Goto Installation Type tab, choose Role based or featue based installation option and click Next.
Step 4	On Server Selection window, select server from the list and click Next.
Step 5	Check Web Sever(IIS) check box to enable IIS and click Next.
Step 6	No additional features are necessary to install Web Adaptor, click Next. Displays Web Server Role(IIS) tab.
Step 7	Click Next. Displays Select Role Services tab.
Step 8	Ensure that the web server components listed below are enabled. Web Server Common HTTP Features Default Document Static Content Security Request Filtering Basic Authentication Windows Authentication Application development .NET Extensibility 4.5 ASP.NET 4.5 ISAPI Extensions ISAPI Filters Management Tools IIS Management Console IIS Management Compatibility IIS6 Metabase Compatibility IIS Management Scripts and tools Management Service
Step 9	Click Next.
Step 10	Ensure that your settings are correct and click Install.
Step 11	After installation click Close.

Setup FTP Server

Install FTP Server
Enable FTP Server
Configure Basic Settings for FTP Server

Install FTP Server
Enable FTP Server
Configure Basic Settings for FTP Server

Install FTP Server

Procedure

Step 1	Goto Start > Administrative Tools.
Step 2	Choose Server Manager and click Manage.
Step 3	Choose Add Roles and Features and click Next.
Step 4	Goto Installation Type tab, choose Role-based or feature-based Installation and click Next.
Step 5	Choose required server from the list and click Next.
Step 6	No additional features are necessary to install the web Adaptor and click Next.
Step 7	In Web Server Role(IIS) window click Next.
Step 8	Check FTP Server check box and click Next.
Step 9	Click Install.

Enable FTP Server

Procedure

Step 1	Goto Start > Administrative Tools.
Step 2	Choose Sever Manager and click IIS.
Step 3	Right-click on the server that you want to enable FTP server and choose Internet Information Services (IIS) Manager option from submenu.
Step 4	Goto Connections panel: Expand CVP server that you want to add FTP site. Right-click on Site and choose Add FTP Site option from submenu.
Step 5	Enter FTP Site Name.
Step 6	Browse C:\Inetpub\wwwroot in Physical Path field and click Next.
Step 7	Choose IP Address of CVP from the drop-down list.
Step 8	Enter Port number.
Step 9	Check No SSL check box and click Next.
Step 10	Check Anonymus and Basic check boxes in Authentication panel.
Step 11	Choose All Users from Allow Access To drop-down list.
Step 12	Check Read and Write check boxes and click Finish.

Configure Basic Settings for FTP Server

Procedure

Step 1	Navigate to FTP server that you have created in Connections tab.
Step 2	Goto Actions tab and click Basic Settings.
Step 3	Click Connect As.
Step 4	Choose Application User (pass-through authentication) option and click OK.
Step 5	Click OK in Edit Site window.

Configure Unified CVP Reporting Server

Note

There is one Unified CVP Reporting Server for 500 & 1000 agent deployment.
There are two Unified CVP Reporting Servers for other agent deployments.

This table lists the procedures to configure Unified CVP reporting server.

Sequence	Task	Done?
1	Validate Network Card
2	Configure Secondary Drive
3	Install Unified CVP Reporting Server
4	Unified CVP Reporting Users
5	Create Data Source and Import Report Templates

Unified CVP Reporting Users
Create Data Source and Import Report Templates

Unified CVP Reporting Users

Create Reporting Users
Sign In to Cisco Unified Intelligence Center Reporting Interface

Create Reporting Users

Unified CVP reporting users can sign in to Unified Intelligence Center only if they exist in the Administration console as Superusers or if Active Directory (AD) is configured in the Unified Intelligence Center Administration console for their domain:

Superusers who are added are considered to be IP Multimedia Subsystem (IMS) users.
Users who are authenticated through Active Directory are considered to be Lightweight Directory Access Protocol (LDAP) users.

Both IMS users and LDAP users can log in to Unified Intelligence Center reporting and are restricted to the limited Login User role until the Unified Intelligence Center reporting security administrator gives them additional roles and flags them as active users.

Although you can create a user on the Unified Intelligence Center User List page, an entry on the User List is not sufficient for that user to sign in to the Unified Intelligence Center. One reason to create users on the User List page is to expedite the permissions for users before their Active Directory domain is configured.

Create Superusers
Configure Active Directory Server

Create Superusers

Procedure

Step 1	Log in to the Cisco Unified Intelligence Center Administration Console `(http://{hostname}/oamp)`.
Step 2	Navigate to Admin User Management > Admin User Management to open the Users page.
Step 3	Click Add New to add and configure a new user or click an existing username to edit the configuration for that user. This page has three tabs: General, Credentials, and Policy. For information about completing these tabs, see at http://www.cisco.com/en/US/products/ps9755/prod_maintenance_guides_list.html or the Administration console online help.
Step 4	Click Save.

Configure Active Directory Server

Fields on the Active Directory tab configure the Active Directory server to authenticate reporting users as they log in to the Unified Intelligence Center Web application.

You must configure Active Directory for the Unified ICM/CC supervisors so that they can sign in as Unified Intelligence Center Reporting users.

Note

Cisco Unified Intelligence Center uses LDAP V2 which does not support all Unicode characters that are used in the first name or surname of LDAP users.

Active Directory is not used to authenticate Administration Super Users. These Super Users can only be authenticated through the local database. The first Super User is added during installation. All other Super Users are added through the Admin User Management interface, and their credentials are encrypted into the local database.

To navigate to this page, choose Cluster Configuration > Reporting Configuration and select the Active Directory tab.

Table 3 Fields on This Tab

Field

Description

Host Address and Port for Primary Active Directory Server

Provide the Host name or IP address and the port of the Primary Active Directory server.

The port defaults to 389.

Host Name and Port for Redundant Active Directory Server

Provide the Host name or IP address and the port of the Redundant Active Directory server.

The port defaults to 389.

Use SSL

Check these boxes if you want the connection from the Unified device to the Active Directory connection to be encrypted with SSL while doing authentication.

Manager Distinguished Name

Enter the Manager Distinguished Name used to login to the Active Directory server, for example, on a default installation of Microsoft AD: CN=Administrator, CN=users, DC=MYSERVER, DC=COM. Replace MYSERVER and COM with your respective hostname.

Note

If users other than the LDAP administrator, is configured as Manager Distinguished Name in the OAMP LDAP configurations, they should have the following rights:

User search permissions on the domain.
Read access to the user objects and their attributes.
Read access to the base DN
Permission to bind to LDAP.

Manager Password

Enter the Active Directory manager password.

Confirm Manager Password

Confirm the Active Directory manager password.

User Search Base

Specify the user search base. For example, on a default installation of Microsoft AD, CN=users, DC=MYSERVER, DC=COM, replace MYSERVER and COM with your respective hostname.

Note

This example assumes you placed the users in the USERS subtree of AD. If you created a new organizational unit within your subtree, then the syntax would be: OU=MYUSERS, DC=MYSERVER, DC=COM. Note that it is "OU=MYUSERS" instead of "CN=MYUSERS".

Attribute for User ID

Whenever a user logs in, Unified Intelligence Center searches for that user in the LDAP (Lightweight Directory Access Protocol) using the login attribute specified in the LDAP configuration. After the user is found, the full DNS of the user is extracted and used for authenticating the user.

The login attribute specified in the LDAP configuration will be the property against which LDAP search is issued to find the matching username. If you do not know which attribute to use, use sAMAccountName, which is the default Microsoft username attribute.

Different organizations settle on different LDAP attributes to identify the user name across the organization, depending on the tools used to administer LDAP within their organizations. This attribute allows you to customize the login depending on the attribute used. Even a custom attribute can be specified using this dialog.

sAMAccountName indicates the user attribute to search the user for is the userPrincipalName. sAMAccountName contains just the short user name. For example, jDoe for the user John Doe.

userPrincipalName indicates the user attribute to search the user for is the userPrincipalName. This attribute contains user name in the email format, in the form user@compay.com. Therefore this entire string becomes the user name and not just user. Therefore when this attribute is selected this entire form of username has to be typed in as the username in the login box.

Custom User Attribute allows you to specify the attribute used for searching the user in LDAP.

Note

Custom User attributes are not validated and are used as is. Ensure that the correct case and attribute name are used.

Contact your Active Directory Administrator for the correct attribute to use.

UserName Identifiers

Users are stored in Unified Intelligence Center in the format <UserName Identifier>\<username>

The UserName Identifiers are used to identify the different kinds of users within Unified Intelligence Center. For example, local, LDAP, user-synced user, users from different LDAP domains and so on.

The username identifier has to be first declared for use in this page before it can be used. When LDAP is configured at least one identifier must be configured and set as default so that LDAP users can be identified in the system.

When userPrincipalName are used as the LDAP attribute for searching users in the domain, valid formats for username has to be supplied in the form of @company.com. Unlike sAMAccountName any identifier cannot be configured. Only existing identifiers as configured in the LDAP Active Directory userPrincipalName attribute should be configured here. Users are created as company\user.

UserSychronization brings in users in format <syncdomain>\username and collections will have users in the same format. It is therefore required that these users login to Unified Intelligence Center using the syncdomain\user syntax. To enable please add syncdomain or @syncdomain.com (if you are using userPrincipalName) to the list of valid identifiers.

The maximum allowed length of a UserName identifier is 128 characters.

set Default. (UserName Identifier)

Default identifiers allows users to login without typing the full domain identifier (<domain>\user) or the userPrincipalName suffixes to usernames (user <@company.com>) on the Login page.

It can be set by choosing one of the Identifiers from the list box and by clicking the Set Default button.

Users who need to use any other identifier can still login by typing their full identifier in the login box. For example, domain2\user or netbiosname\user, provided those identifiers have already been configured.

Test Connection button

Click to test the connection to the primary and secondary LDAP servers and display the connection status.

Save saves the configuration information you entered for the active directory. Clicking Save does not validate the configuration.
Refresh rolls back all changes since the last save and reloads the values set during the last save.

The UserName Identifier list box is pre-populated with the UserName Identifiers after upgrade to 9.0 release from 8.x releases based on the list of user names stored in the Unified Intelligence Center database. The most frequently occurring identifier in the list of user name is auto-selected as the default.

Note

You cannot save LDAP configuration unless you choose a default Identifier from the UserName Identifiers list box and clicking the Set Default button.

Sign In to Cisco Unified Intelligence Center Reporting Interface

Who can sign in to the Unified Intelligence Center reporting interface:

Initially, the System Application User who is the default Superuser.
Eventually, any Unified CVP user who was created in the Administration Console as an IMS superuser or an LDAP user.

Perform the following procedure to sign in to the Unified Intelligence Center reporting interface.

Procedure

Step 1	Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
Step 2	Navigate to Control Center > Device Control.
Step 3	Click on the name of the Member node you want to access. This opens the Cisco Unified Intelligence Center login page for that member.
Step 4	Enter your user ID and password. The Overview page appears.

What to Do Next

Create Data Source and Import Report Templates

Sequence	Task	Done?
1	Create Data Source for Cisco Unified CVP Report Data
2	Obtain Cisco Unified CVP Report Templates
3	Import Unified CVP Report Templates and Set Data Source

Create Data Source for Cisco Unified CVP Report Data
Obtain Cisco Unified CVP Report Templates
Import Unified CVP Report Templates and Set Data Source

Create Data Source for Cisco Unified CVP Report Data

Similar to creating an Open Database Connectivity (ODBC) connection, this task is necessary to access the Unified CVP reporting data.

In Unified Intelligence Center, the user must perform this task with the System Configuration Administrator User Role.

Perform the following procedure to create a data source.

Procedure

Step 1

Step 2

Select the Data Sources drawer to open the Data Sources page.

Step 3

Click Create to open an Add Data Source window.

Step 4

Complete fields on this page as follows:

Field

Value

Name

Enter the name of this data source.

Report Designers and Report Definition Designers do not have access to the Data Sources page but can see the list of Data Sources when they create custom reports. To benefit those users, give a new Data Source a meaningful name.

Description

Enter a description for this data source.

Type

Choose Informix.

Note

Type is disabled in Edit mode.

Database Host

Enter the IP address or Domain Name System (DNS) name for the Unified CVP Reporting server.

Port

Enter the port number. Typically, the port is 1526.

Database Name

Enter the name of the reporting database on the Unified CVP reporting server.

Instance

Specify the instance name of the desired database. By default, this is cvp.

Timezone

Choose the correct time zone for the data stored in the database. In locations that change from Standard Time to Daylight Savings Time, this time zone is updated automatically.

Database User ID

Enter the user ID of the Reporting User who is configured in the Operations Console to access the Unified CVP reporting database.

(The cvp_dbuser account is created automatically during Unified CVP Reporting server installation.)

Password and Confirm Password

Enter and confirm the password for the database user.

Charset

Choose UTF-8.

Note

If this field is not set correctly, the Unified Intelligence Center cannot connect.

Default Permissions

View or edit the permissions for this datasource for My Group and for the All Users group.

Step 5

Click Test Connection.

If the status is not Online, review the error message to determine the cause and edit the data source accordingly.

Step 6

Click Save to close the Add Data Source window.

Note

If CVP Call Back Reports have to be imported on the standard data source (cvp_data), the import fails with a message “Import could not be completed: Query validation failed against the selected data source.”

To correct this issue, create a separate data source pointing to the callback database instead of the cvp_data database.

The new data source appears on the Data Sources list.

Obtain Cisco Unified CVP Report Templates

Who can obtain import Unified CVP report templates: any user in your organization.

The Unified CVP reporting template XML files are installed with Unified CVP. Locate them and copy them to a Cisco Unified Intelligence Center client workstation.

Perform the following procedure to obtain import Unified CVP report templates.

Procedure

Step 1	In the Unified CVP server, locate the Unified CVP template files. These are XML files that reside on the reporting server in %CVP_HOME%\CVP_Reporting_Templates. You can also find them in the Installation directory \Downloads and Samples\Reporting Templates.
Step 2	Choose the files and copy them to the client computer from where you can launch the Unified Intelligence Center Reporting web application.

Import Unified CVP Report Templates and Set Data Source

Who can do this:

Initially, the System Application User who has full permissions in Unified Intelligence Center Reporting.
Eventually, any Report Designer who has full permissions.

Before reporting users can run the Unified CVP report templates in the Unified Intelligence Center reporting application, a Unified IC reporting user with permission to do so must import them into Unified IC and associate them with the Unified CVP Data Source.

Procedure

Step 1	Launch the Unified Intelligence Center web application using the `URL http://<HOST ADDRESS>:8444/cuic`
Step 2	Enter your User Name and Password. This opens the Overview page.
Step 3	ClickReports.
Step 4	Right-click the top Reports folder and select Create Sub-Category.
Step 5	Name the new sub-category as a container for Unified CVP reports. Click OK.
Step 6	Click Import Reports.
Step 7	Browse to the location where you copied the Unified CVP Reporting templates files.
Step 8	Select a report. This populates the File Name with the full path for the report.
Step 9	Click Import.
Step 10	From the Data source for Report Definition and Data source for value List drop down lists, Choose the Data source you created to access the Unified CVP Reporting database.
Step 11	Save to the Unified CVP sub-category folder you created in Step 5.
Step 12	Click Import.
Step 13	Repeat for the callback templates.

Configure Cisco Unified CVP Operations Console

Sequence	Task	Done?
1	Validate Network Card
2	Enable Unified CVP Operations Console
3	Configure Unified CVP Call Server Component
4	Configure Unified CVP VXML Server Component
5	Configure Unified CVP Reporting Server
6	Configure Unified CVP Media Server
7	Install Unified CVP licenses
8	Configure Gateways
9	Add Unified CCE Devices
10	Add Unified Communications Manager Devices
11	Add Unified Intelligence Center Devices
12	Transfer Scripts and Media Files
13	Configure SNMP
14	Configure SIP Server Group
15	Configure Dialed Number Patterns

Enable Unified CVP Operations Console
Configure Unified CVP Call Server Component
Configure Unified CVP VXML Server Component
Configure Unified CVP Reporting Server
Configure Unified CVP Media Server
Install Unified CVP licenses
Configure Gateways
Transfer Scripts and Media Files
Configure SNMP
Add Unified CCE Devices
Add Unified Communications Manager Devices
Add Unified Intelligence Center Devices
Configure SIP Server Group
Configure Dialed Number Patterns

Enable Unified CVP Operations Console

Complete the following procedure on the Unified CVP OAMP server to enable the Unified CVP Operations Console.

Procedure

Step 1	Go to Start > Run and type services.msc.
Step 2	Check that Cisco CVP OPSConsoleServer service is running. If it is not, right-click that service and click Start.
Step 3	Go to Start > All Programs > Cisco Unified Customer Voice Portal > Operation Console to open the Unified CVP OPSConsole page. If you are using Microsoft Internet Explorer, you will need to accept the self-signed certificate.

Configure Unified CVP Call Server Component

Procedure

Step 1	On the Unified CVP OAMP server, go to Start > All Programs > Cisco Unified Customer Voice Portal.
Step 2	Click Operations Console and log in.
Step 3	Navigate to Device Management > Unified CVP Call Server.
Step 4	Click Add New.
Step 5	On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM, IVR, and SIP. Click Next.
Step 6	Click the ICM tab. For each of the Cisco Unified CVP Call Servers, retain the default port of 5000 for the VRU Connection Port.
Step 7	Click the SIP tab: In the Enable outbound proxy field, select No. In the Use DNS SRV type query field, select Yes. Check Resolve SRV records locally.
Step 8	Click the Device Pool tab. Make sure the default device pool is selected.
Step 9	(Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as follows: Enter the IP address or the hostname of the syslog server. Example:Prime server Enter 514 for the port number of the syslog server. Enter the name of the backup server to which the reporting server writes log messages. In the Backup server port number field, enter the port number of the backup syslog server.
Step 10	Click Save & Deploy.
Step 11	Repeat this procedure for the remaining Unified CVP Call Servers.

Configure Unified CVP VXML Server Component

Complete the following procedure to configure the VXML Server component for the Cisco Unified CVP Servers.

Note

There is one Unified CVP server on Side A and one Unified CVP server on Side B for the 500 agent deployment
There are two Unified CVP servers on Side A and two Unified CVP servers on Side B for the 1000 agent deployment
There are eight Unified CVP servers on Side A and eight Unified CVP servers on Side B for 4000 agent deployment and small contact center agent deployment
There are twenty four Unified CVP servers on Side A and twenty four Unified CVP servers on Side B for the 12000 agent deployment

Procedure

Step 1	In the Unified CVP Operations console, navigate to Device Management > Unified CVP VXML Server.
Step 2	Click Add New.
Step 3	On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server.
Step 4	Configure the primary and backup CVP Call Servers.
Step 5	Click the Configuration tab. In the Enable reporting for this CVP VXML Server field, click Yes to optionally enable reporting. If you do not want to enable reporting, click No.
Step 6	Click the Device Pool tab. Make sure the default device pool is selected. If prompted to restart the primary and secondary call servers, click No. Do not restart at this time.
Step 7	Click Save & Deploy.
Step 8	Repeat this procedure for all CVP Servers.

Configure Unified CVP Reporting Server

Complete the following procedure to configure the Unified CVP Reporting Server component in the Operations Console.

Note

To load balance to the CVP reporting server, there are 2 CVP reporting servers deployed, one on each side. When a customer has 2 reporting servers, he should configure CVP Reporting server Side A and associate all the side A CVP call servers, and for Side B reporting server, associate all the CVP call servers belongs to side B, this is because each CVP call server and each VXML server can be associated with only one reporting server. Be aware that the reports cannot span multiple Informix databases. Side A call servers reports only of side A reporting server and side B call servers reports only of side B reporting server.

If the customer chooses to have a single CVP reporting server, he should associate all the call servers to the single reporting server. During temporary database outages, messages are buffered to file and are inserted into the database after the database comes back on line. The amount of time that messages can be buffered depends on the system.

Procedure

Step 1	In the CVP Operations Console, navigate to Device Management > Unified CVP Reporting Server.
Step 2	Click Add New.
Step 3	On the General tab, configure the following: Enter the IP address. Enter the hostname. Select all associated Unified CVP Call Servers Available.
Step 4	Configure the following on the Infrastructure tab: Accept the default Maximum Threads, Statistics Aggregation Interval, and Log File Properties settings. Enter the IP address or the hostname of the Syslog server to which the reporting server sends syslog events. Example:Prime server Enter 514 for the Syslog server port number. Enter the IP address or the hostname of the optional Backup server to which the reporting server sends syslog events. Enter the optional Backup server port number.
Step 5	Click Save & Deploy.
Step 6	Repeat Steps 1 through 5 for all CVP Reporting Servers.

Configure Unified CVP Media Server

Procedure

Step 1	In the CVP Operations Console, navigate to Device Management > Media Server.
Step 2	Click Add New.
Step 3	On the General tab, configure the following. Enter the IP address and the hostname of the Unified CVP server. Check FTP Enabled. Either Check Anonymous Access or enter the credentials. Click Test SignIn to validate the FTP access.
Step 4	Click Save.
Step 5	Repeat Step 1 through 4 for all Media Servers.
Step 6	After you configure all Media Servers, click Deploy.
Step 7	Click Deployment Status to make sure that you applied the configuration.
Step 8	In the CVP Operations Console, navigate to Device Management > Media Server.
Step 9	Change Default Media Server from None to any one of the Unified CVP servers. Then click Set.
Step 10	Click Deploy.

Install Unified CVP licenses

Procedure

Step 1	Sign in to the CVP Operations Console.
Step 2	Choose Bulk Administration > File Transfer > Licenses.
Step 3	In the Select device type field, choose All Unified CVP devices.
Step 4	Browse and select the license file.
Step 5	Click Transfer.
Step 6	Click File Transfer Status to monitor transfer progress.

Configure Gateways

Procedure

Step 1	In the Unified CVP Operations Console, navigate to Device Management > Gateway.
Step 2	Click Add New.
Step 3	On the General tab, configure as follows: Enter the IP address. Enter the hostname. Choose the Device Type. In the Username and Passwords pane, enter the username, password, and enable password.
Step 4	Click Test Sign-in to verify that a connection with the gateway can be established and that the credentials are correct.
Step 5	Click Save.
Step 6	Repeat for every gateway.

Transfer Scripts and Media Files

Create the notification destination and deploy to all of the Unified CVP devices.

Procedure

Step 1	In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Scripts & Media.
Step 2	In the Select device type field, select the Gateway.
Step 3	Move all Gateways to Selected.
Step 4	Click Default Gateway files.
Step 5	Click Transfer and select OK at the popup window.
Step 6	Click File Transfer Status to monitor transfer progress.

Configure SNMP

Procedure

Step 1	In the Unified CVP Operations Console, navigate to SNMP > V1/V2c > Community String .
Step 2	Click Add New. Name the community string. Select the Devices tab and assign the SNMP community string to a device. Click Save and Deploy.
Step 3	Create the notification destination and deploy to all of the Unified CVP devices. Navigate to SNMP > V1/V2c > Notification Destination. Complete the fields. Select the Devices tab and assign the SNMP notification destination to a device. Click Save and Deploy.

Add Unified CCE Devices

Procedure

Step 1

Step 2

Choose Device Management > Unified ICM.

Step 3

Click Add New.

Step 4

On the General tab, configure as follows:

Enter the IP address.
Enter the Hostname.
Check Enable Serviceability.
Enter the Username.
Enter the Password.
Confirm Password.
Accept the default port.

Note

For Small Contact Center deployment add the NAT IP address of the agent PG.

Step 5

Click Save.

Step 6

Repeat Steps 1 to 5 for all Unified CCE machines.

Add Unified Communications Manager Devices

Procedure

Step 1

Step 2

Choose Device Management > Unified CM.

Step 3

Click Add New.

Step 4

On the General tab, configure as follows:

Enter the IP address.
Enter the Hostname.
Check Enable Synchronization.
Enter the Username.
Enter the Password.
Confirm Password.
Accept the default port.

Note

For Small contact center deployment add the NAT IP address of the unified CM.

Step 5

Click Save.

Step 6

Repeat Steps 1 to 5 for all Unified Communications Manager Devices.

Add Unified Intelligence Center Devices

Procedure

Step 1	Log in to the CVP Operations Console.
Step 2	Navigate to the Cisco Unified Intelligence Center Device. Choose Device Management > Unified IC.
Step 3	Click Add New.
Step 4	On the General tab, configure as follows: Enter the IP address. Enter the Hostname. Check Enable Serviceability. Enter the Username. Enter the Password. Confirm Password. Accept the default port. Associate all the existing CVP Reporting Servers.
Step 5	Click Save.

Configure SIP Server Group

SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.

Procedure

Step 1

In the Unified CVP Operations Console, navigate to System > SIP Server Group .

Step 2

Create a server group for the Cisco Unified Communications Manager devices:

On the General tab, click Add New.
Fill in the SRV Domain Name FQDN field with a value that will also be used in the Cluster FQDN setting in Enterprise Parameters in Communications Manager. For example, cucm.cisco.com.
In the IP Address/Hostname field, enter an IP address or hostname for the Unified Communications Manager node.
Click Add.
Repeat Steps c and d for each Unified Communications Manager subscriber. Click Save.
Note
Do not put the Publisher node in the server group.

SIP server group for Communications Manager is not required for SCC deployment as there is no direct SIP trunk created from Communications Manager to CVP in SCC model.

Step 3

Create a server group for the gateway devices:

On the General tab, click Add New.
In the SRV Domain Name FQDN field, enter the SRV Domain Name FQDN. For example vxmlgw.cisco.com.
In the IP Address/Hostname field, enter an IP address or hostname for each gateway.
Click Add.
Repeat Steps c and d for each gateway. Click Save.
Add all VXML gateways as appropriate for deployment and branches. Adding all VXML gateways to the server group will load balance calls across all the member server group gateways.

Step 4

Associate these server groups to all Unified CVP Call Servers:

On the Call Server Deployment tab, move all Unified CVP Call Servers from the Available list to the Selected list.

Click Save and Deploy.

Note

In the small contact center agent deployment, CUBE(SP) does not support FQDN configuration, therefore, you cannot create SIP server group pointing to CUBE(SP) for each sub customer
In 12000 agent deployment model, each CUCM cluster should have one SIP Server group with their subscriber nodes

Configure Dialed Number Patterns

Dialed number patterns are required for:

Agent Device
Network VRU
Ringtone
Error

Procedure

Step 1

In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern.

Step 2

For each dialed number pattern in the following table:

Click Add New.
In the Dialed Number Pattern field, enter the dialed number pattern.
In the Description field, enter a description for the dialed number pattern.
In the Dialed Number Pattern Types pane, check the specified dialed number pattern types.
Click Save.

Step 3

After you configure all dialed number patterns, click Deploy.

Step 4

Click Deployment Status to make sure that you applied the configuration.

Dialed number pattern	Description	Dialed number pattern types
91*	Ringtone	Check Enable Local Static Route. Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com). Check Enable Send Calls to Originator.
92*	Error	Check Enable Local Static Route. Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com). Check Enable Send Calls to Originator.
The agent extension pattern. For example, enter 500* where the range of agent extensions is 5001 to 500999.	Agent Device. Not applicable to SCC Deployment model.	Check Enable Local Static Route. Route to SIP Server Group and IP Address/Hostname/Server Group Name are both the Unified Communications Manager gateway. Check Enable RNA Timeout for Outbound Calls. The timeout is 60 seconds.
777*	Network VRU Label	Check Enable Local Static Route. Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example vxmlgw.cisco.com). Check Enable Send Calls to Originator.
The agent extension pattern for the sub customer in SCC model. For example, enter 500* where the range agent extensions is 5001 to 500999.	Agent Device Label for the sub customer in the SCC model.	Check Enable Local Static Route. In IP Address/Hostname/Server Group field provide the signaling IP address and port of the CVP adjacency in CUBE(SP) in the format:< IP Address>:<Port number> For each sub customer a unique port must be configured. Check Enable RNA Timeout for Outbound Calls. The timeout is 15 seconds.

Note

In 12000 agent deployment model, each CUCM cluster should have separate Dialed number Pattern with their agent extension range.

Step 5

Restart the Unified CVP Call Server components.

Configure Cisco IOS Enterprise Voice Gateway

Complete the following procedure to configure the Cisco IOS Voice Gateway. Instructions are applicable to both TDM and Cisco UBE Voice gateways, unless otherwise noted.

Note

Complete all configuration steps in enable > configuration terminal mode.

logging buffered 2000000 debugging
no logging console	
service timestamps debug datetime msec localtime
ip routing
ip cef	
ip source-route	
interface GigabitEthernet0/0
     ip route-cache same-interface
     duplex auto
     speed auto
     no keepalive
     no cdp enable

voice service voip
     no ip address trusted authenticate
     ip address trusted list
          ipv4 0.0.0.0 0.0.0.0 # OR an explicit Source IP Address Trust List
     allow-connections sip to sip
    	signaling forward unconditional

Configure Ingress Gateway
Configure VXML Gateway

Configure Ingress Gateway

Procedure

Step 1	Configure global settings. voice service voip # If this gateway is being licensed as a Cisco UBE the following lines are also required mode border-element sip rel1xx disable header-passing options-ping 60 midcall-signaling passthru
Step 2	Configure voice codec preference: voice class codec 1 codec preference 1 g729r8 codec preference 2 g711ulaw
Step 3	Configure default services: #Default Services application service survivability flash:survivability.tcl
Step 4	Configure POTS dial-peers: # Configure Unified CVP survivability dial-peer voice 1 pots description CVP TDM dial-peer service survivability incoming called-number .T direct-inward-dial
Step 5	Configure the switch leg: #Configure the Switch leg where # preference is used to distinguish between sides. # max-conn is used prevent overloading of Unifed CVP # options-keepalive is used to handle failover # Note: the example below is for gateways located on the A-side of a geographically #distributed deployment # Note: Ensure that you configure switch dial-peers for each Unified CVP server. dial-peer voice 70021 voip description Used for Switch leg SIP Direct preference 1 max-conn 225 destination-pattern xxxx...... #Customer specific destination pattern session protocol sipv2 session target ipv4:###.###.###.### #IP Address for Unified CVP1, SideA session transport tcp voice-class codec 1 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte no vad dial-peer voice 70023 voip description Used for Switch leg SIP Direct preference 2 max-conn 225 destination-pattern xxxx...... #Customer specific destination pattern session protocol sipv2 session target ipv4:###.###.###.### #IP Address for Unified CVP1, SideB session transport tcp voice-class codec 1 voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2 dtmf-relay rtp-nte no vad
Step 6	Configure the hardware resources (transcoder, conference bridge, and MTP): #This section is only for reference. #You must configure Hardware resources using Unified Communications Domain Manager. # Configure the voice-cards share the DSP resources located in Slot0 voice-card 0 dspfarm dsp services dspfarm voice-card 1 dspfarm dsp services dspfarm voice-card 2 dspfarm dsp services dspfarm voice-card 3 dspfarm dsp services dspfarm voice-card 4 dspfarm dsp services dspfarm # Point to the contact center call manager sccp local GigabitEthernet0/0 sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 # Cisco Unified CM sub 1 sccp ccm ###.###.###.### identifier 2 priority 1 version 7.0 # Cisco Unifed CM sub 2 # Add a SCCP group for each of the hardware resource types sccp ccm group 1 associate ccm 1 priority 1 associate profile 2 register <gw70mtp> associate profile 1 register <gw70conf> associate profile 3 register <gw70xcode> # Configure DSPFarms for Conference, MTP and Transcoder dspfarm profile 1 conference codec g711ulaw codec g711alaw codec g729r8 maximum sessions 24 associate application SCCP dspfarm profile 2 mtp codec g711ulaw codec g711alaw codec g729r8 maximum sessions software 500 associate application SCCP dspfarm profile 3 transcode universal codec g711ulaw codec g711alaw codec g729r8 maximum sessions 52 associate application SCCP # Note: Universal transcoder is only needed for cases where you engage the G.729 caller to G.729 only agent with IVR in middle and performs any supplementary services or use features like whisper announcement or agent greeting.
Step 7	Optional, configure the SIP Trunking: # Configure the resources to be monitored voice class resource-group 1 resource cpu 1-min-avg threshold high 80 low 60 resource ds0 resource dsp resource mem total-mem periodic-report interval 30 # Configure one rai target for each CVP Server sip-ua rai target ipv4:###.###.###.### resource-group1 # CVP1A rai target ipv4:###.###.###.### resource-group1 # CVP2A rai target ipv4:###.###.###.### resource-group1 # CVP1B rai target ipv4:###.###.###.### resource-group1 # CVP2B permit hostname dns:%Requires manual replacement - ServerGroup Name defined in CVP.System.SIP Server Groups%
Step 8	Configure incoming PSTN SIP trunk dial peer: dial-peer voice 70000 voip description Incoming Call From PSTN SIP Trunk service survivability incoming called-number xxxx…… # Customer specific incoming called-number pattern voice-class sip rel1xx disable dtmf-relay rtp-nte session protocol sipv2 voice class codec 1 no vad
Step 9	Configure SNMP: snmp-server community <string name> ro
Step 10	Configure back-office: # Example here is for Internal number that is dialed is 82009999 and converting the Internal number # to the PSTN number : 2142009999 # Note # Example: voice translation-rule 2 rule 1 /^8200/ /214200 voice translation-profile Xform translate called 2 # Note Ensure that you configure dial-peers for each CVP server dial-peer voice 2 voip description out dial-peer CC pilot dial-peer translation-profile outgoing Xform destination-pattern 8200T session protocol sipv2 session target ipv4:<IP address of CVP Server> session transport tcp voice-class codec 1 dtmf-relay rtp-nte

Configure VXML Gateway

Procedure

Step 1

Configure global settings:

voice service voip
sip
     rel1xx disable
     header-passing
     options-ping 60
     midcall-signaling passthru

Step 2

Configure default Unified CVP services:

#Default CVP Services
application
     service new-call flash:bootstrap.vxml
     service CVPSelfService flash:CVPSelfServiceBootstrap.vxml
     service ringtone flash:ringtone.tcl
     service cvperror flash:cvperror.tcl
     service bootstrap flash:bootstrap.tcl

Step 3

Configure dial-peers:

Note

While configuring VXML gateway voice class codec must not be used. G711ulaw may be used in general for the dial-peers, but still depending on the implementation the other codec may be used.

# Configure Unified CVP Ringtone
dial-peer voice 919191 voip
     description CVP SIP ringtone dial-peer
     service ringtone
     incoming called-number 9191T
     voice-class sip rel1xx disable
     dtmf-relay rtp-nte
     codec g711ulaw
     no vad

# Configure Unified CVP Error
dial-peer voice 929292 voip
     description CVP SIP error dial-peer
     service cvperror
     incoming called-number 9292T
     voice-class sip rel1xx disable
     dtmf-relay rtp-nte
     codec g711ulaw
     no vad

Step 4

Configure default Unified CVP http, ivr, rtsp, mrcp and vxml settings:

http client cache memory pool 15000
http client cache memory file 1000
http client cache refresh 864000
no http client connection persistent
http client connection timeout 60
http client connection idle timeout 10
http client response timeout 30
ivr prompt memory 15000
ivr asr-server rtsp://asr-en-us/recognizer
ivr tts-server rtsp://tts-en-us/synthesizer
rtsp client timeout connect 10
rtsp client timeout message 10
mrcp client timeout connect 10
mrcp client timeout message 10
mrcp client rtpsetup enable
vxml tree memory 500
vxml audioerror
vxml version 2.0

Step 5

Configure primary and secondary media servers:

#Configure the media servers where
# the primary matches the default media server defined in OAMP.
# the secondary is located on the opposite side of the primary.

ip host mediaserver ###.###.###.###          # IP Address for primary media server.
ip host mediaserver-backup ###.###.###.###   # IP Address for secondary media server.

Step 6

Configure VXML leg where the incoming called-number matches the Network VRU Label:

dial-peer voice 7777 voip
     description Used for VRU leg
     service bootstrap
     incoming called-number 777T
     dtmf-relay rtp-nte
     codec g711ulaw
     no vad

Step 7

Configure ASR TTS:

#Configure primary server
ip host asr-en-us <ASR server ip>
ip host tts-en-us <TTS server hostname>
voice class uri TTS sip
pattern tts@<TTS server ip>
voice class uri ASR sip
pattern asr@<ASR server hostname>
ivr asr-server sip:asr@<ASR server hostname*>
ivr tts-server sip:tts@<TTS server hostname*>

dial-peer voice 5 voip
     description FOR ASR calls
     preference1
     session protocol sipv2
     voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
     session target ipv4:<ASR server IP>
     destination uri ASR
     dtmf-relay rtp-nte
     codec g711ulaw
     no vad

dial-peer voice 6 voip
     description FOR TTS calls
     preference1
     session protocol sipv2
     voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
     session target ipv4:<TTS server IP>
     destination uri TTS
     dtmf-relay rtp-nte 
     codec g711ulaw
     no vad

#Configure backup server
dial-peer voice 7 voip
     destination uri ASR 
     session target ipv4:<ASR backup server IP>
     session protocol sipv2
     voice-class sip options-keepalive up-interval 12 down-interval 65 retry
     2dtmf-relay rtp-nte
     codec g711ulaw
     preference 2
     no vad

dial-peer voice 8 voip
     destination uri TTS
     session target ipv4:<TTS backup server IP>
     session protocol sipv2
     voice-class sip options-keepalive up-interval 12 down-interval 65 retry
     2dtmf-relay rtp-nte
     codec g711ulaw
     preference 2
     no vad

Configure Unified Communications Manager

Follow this sequence of tasks to configure Unified Communications Manager:

Sequence	Task	Done?
1	Configure Unified Communications Manager Publisher
2	Configure Unified Communications Manager Subscriber
3	Install VMware Tools
4	Unified Communications Manager License
5	Activate Services
6	Validate Clusterwide Domain Configuration
7	Install JTAPI on Unified CCE Servers
8	Configure SNMP

Configure Unified Communications Manager Publisher
Configure Unified Communications Manager Subscriber
Unified Communications Manager License
Activate Services
Validate Clusterwide Domain Configuration
Install JTAPI on Unified CCE Servers

Configure Unified Communications Manager Publisher

You must customize the Unified Communications Manager publisher before you customize the subscribers.

Before You Begin

Ensure that the Virtual Machine device status shows Connect at Power On checked for the Network adapter and Floppy drive.

Procedure

Step 1	Power on the Publisher. This begins the installation based on the information in the .flp file.The installation begins automatically and runs with no interaction from you. After an hour or more, a message appears indicating a successful installation.
Step 2	Click the Console tab for the VM. Log in to the Publisher machine, using the credentials for the Administration User. The machine opens to the CLI interface.
Step 3	Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive.

Note

During the customization of the publisher/primary, the username and the password are modified as follows. The customer should change the password.

Default Password for OS Administrator: c1sco@123
Application UserName: Administrator
Default Password for Application User: c1sco@123
Sftp password: c1sco@123
IPSec password: c1sco@123

Configure Unified Communications Manager Subscriber

Launch Unified Communications Manager Publisher to Add the Subscriber

To add the subscriber, you must launch the publisher node.

Procedure

Step 1	Launch the Unified Communications Manager Publisher in a browser (http://<IP Addr of CUCM Publisher>/ccmadmin).
Step 2	Enter the username and password and login to the Unified Communications Manager.
Step 3	Select System > Server > Add New.
Step 4	On the Add a Server page, choose CUCM Voice/Video for the server type. Click Next.
Step 5	On the Server Information page, enter the IP address of the first subscriber.
Step 6	Click Save.
Step 7	Repeat Steps 3 - 6 for the second subscriber.

Configure Subscriber

Before You Begin

Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and Floppy drive

Procedure

Step 1	Power on the Subscriber. This begins the installation based on the information in the .flp file. The installation begins automatically and runs with no interaction from you. After an hour or more, a message appears indicating a successful installation.
Step 2	Click the Console tab for the VM. Log in to the CUCM Secondary machine, using the credentials for the Administration User. The machine opens to the CLI interface.
Step 3	Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive.

Note

During the customization of the subscriber node, the username and the password are modified as follows. The customer should change the password.

Default Password for OS Administrator: c1sco@123
Application UserName: Administrator
Default Password for Application User: c1sco@123
Sftp password: c1sco@123
IPSec password: c1sco@123

Unified Communications Manager License

To configure the Unified Communications Manager license, first add a product instance, then generate and register the license, and then install the license.

Upgrade Unified Communications Manager License

Before You Begin

Generate the license using this procedure: Generate and Register License

Procedure

Step 1	Unzip the license file from the email message.
Step 2	Launch Unified Communications Manager in a browser (https://<`IP Address of CUCM Publisher`>).
Step 3	Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.
Step 4	Under Other Fulfillment Options, select Fulfill Licenses from File.
Step 5	Click Browse and locate your license file.
Step 6	Click Install and close the popup window.
Step 7	Navigate to Product Instances. Delete any old instances. Then click Add.
Step 8	Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications Manager Publisher.
Step 9	Select Product type of Unified CM.
Step 10	Click OK.
Step 11	Click Synchronize Now.

Generate and Register License

Procedure

Step 1	Go to License Management > Licenses. Under Other Fulfillment options, click Generate License Request.
Step 2	When the License Request and Next Steps window opens, copy the text as directed (PAK ID) and save it to a text editor.
Step 3	Click the Cisco License Registration site and proceed with steps in the site. Keep the PAK handy; you will need it.
Step 4	Enter the PAK when prompted. You will receive the license file in an email message.

Install License

Complete the following procedure to install a license.

Procedure

Step 1	Unzip the license file from the email message.
Step 2	Navigate to License Management > Licenses.
Step 3	Under Other Fulfillment Options, choose Fulfill Licenses from File.
Step 4	Browse for the license file and click Install.
Step 5	Navigate to the Monitoring > License Usage page to verify a successful installation.

Activate Services

Complete the following procedure to activate services.

Procedure

Step 1

Launch the Unified Communications Manager in a browser (http://<IP Address of CUCM Node>).

Step 2

From the Cisco Unified Serviceability drop-down list, choose Tools > Service Activation.

Step 3

From the Server drop-down list, choose the server on which you want to activate the services, and then click Go.

The window displays the service names and activation status of the services.

Step 4

Check the following services to activate:

Publisher:
- Cisco CallManager
- Cisco IP Voice Media Streaming App
- Cisco CTIManager
- Cisco AXL Web Service
- Cisco Bulk Provisioning Service
- Cisco Serviceability Reporter
- Cisco CTL Provider
- Cisco Certificate Authority Proxy Function
Subscriber:
- Subscriber's for call processing
  - Cisco CallManager
  - Cisco IP Voice Media Streaming App
  - Cisco CTIManager
  - Cisco CTL Provider
  - Cisco AXL Web Service
- Subscriber's for TFTP and Music on Hold
  Note Enable TFTP Service in Publisher node for HCS deployments that doesn't have a dedicated TFTP and MoH server.
  - Cisco TFTP
  - Cisco IP Voice Media Streaming App

Step 5

Click Save.

Note

Activating Cisco CallManager, will automatically Activate CTIManager and Cisco Dialed Number Analyzer server. Click OK when prompted.

Validate Clusterwide Domain Configuration

This validation is required for running calls.

Procedure

Step 1	In the Cisco Unified CM Administration, navigate to System > Enterprise Parameters.
Step 2	Scroll down to Clusterwide Domain Configuration. Cluster Fully Qualified Domain Name should match the Server Group name in the Unified CVP SIP Server Groups Configure SIP Server Group.

Install JTAPI on Unified CCE Servers

Now that you configured the Unified Communications Manager, you can Install JTAPI .

Configure Unified Intelligence Center with Live Data

Sequence	Task	Done?
1	Configure Unified Intelligence Center Publisher
2	Configure Unified Intelligence Center Subscriber
3	Install VMware Tools
4	Configure Unified Intelligence Center Reporting
5	Configure Unified Intelligence Center Administration
6	Configure SNMP
7	Configure Live Data AW-Access
8	Configure Live Data Machine Services
9	Configure Live Data Unified Intelligence Data Sources
10	Configure Live Data Reporting Interval
11	Import Live Data Reports
12	Add Certificate for HTTPS Gadget

Configure Unified Intelligence Center Publisher
Configure Unified Intelligence Center Subscriber
Configure Unified Intelligence Center Reporting
Configure Unified Intelligence Center Administration
Unified Intelligence Center License and Sign-In
Configure Live Data AW-Access
Configure Live Data Machine Services
Configure Live Data Unified Intelligence Data Sources
Configure Live Data Reporting Interval
Import Live Data Reports
Add Certificate for HTTPS Gadget

Configure Unified Intelligence Center Publisher

You must customize the Cisco Unified Intelligence Center publisher before you customize the subscriber.

Before You Begin

Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and Floppy drive

Procedure

Step 1	Power on the Publisher. This begins the installation based on the information in the .flp file. The installation begins automatically and runs with no interaction from you. After an hour or more, a message appears indicating a successful installation.
Step 2	Click the Console tab for the VM. Log in to the CUIC Primary machine, using the credentials for the Administration User. The machine opens to the CLI interface.
Step 3	Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive.

Note

During the customization of the publisher/primary, the username and the password are modified as follows. The customer should change the password.

Configure Unified Intelligence Center Subscriber

Follow the below steps to for both CUIC with Live data and Live Data stand-alone deployment:

Note

Ensure that the license is updated before adding the subscriber node.

Launch Publisher to Add Subscriber
Configure Subscriber

Launch Publisher to Add Subscriber

Procedure

Step 1	Enter http://<HOST ADDRESS>/oamp URL in the browser, where HOST ADDRESS is the IP Address or Hostname of your Cisco Unified Intelligence Center publisher.
Step 2	Sign in using the system application user ID and password that you defined during installation.
Step 3	From the left panel, choose Device Management > Device Configuaration.
Step 4	Click Add Member.
Step 5	Enter hostname or IP address in Name field.
Step 6	Enter Description for the device.
Step 7	Click Save.

Configure Subscriber

Before You Begin

Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and Floppy drive

Procedure

Step 1	Power on the Subscriber. This begins the installation based on the information in the .flp file. The installation begins automatically and runs with no interaction from you. After an hour or more, a message appears indicating a successful installation.
Step 2	Click the Console tab for the VM. Log in to the CUIC Secondary machine, using the credentials for the Administration User. The machine opens to the CLI interface.
Step 3	Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive.

Note

During the customization of the subscriber node, the username and the password are modified as follows. The customer should change the password.

Configure Unified Intelligence Center Reporting

Complete the following procedures to configure Unified Intelligence Center Reporting.

Configure the SQL User Account
Configure Unified Intelligence Center Data Sources

Configure the SQL User Account

Complete the following procedure on both sides of the Unified CCE Historical database servers and the Unified CCE Real-time database servers to allow SQL authentication and to enable TCP/IP protocol and remote network connections.

Procedure

Step 1	Log in to the Unified CCE Historical and Real-time database servers in your deployment.
Step 2	Open SQL Server 2014 Management Studio.
Step 3	Login using default credentials.
Step 4	Expand Security tab. Right-click Logins and choose New Login.
Step 5	In General page, enter the following values: Enter Login Name. Example:user Choose SQL Server authentication. Enter Password and re-enter the password to confirm. Uncheck Enforce password policy check box.
Step 6	In Server Roles page, check the following check boxes: public securityadmin serveradmin setupadmin sysadmin
Step 7	In User Mapping page, enter the following values: Check the Real-time database and Historical database check boxes . In Database role memberships pane, check the following check boxes: db_datareader db_datawriter db_ddladmin db_owner db_securityadmin public
Step 8	Click OK.

Configure Unified Intelligence Center Data Sources

Complete the following procedure to allow Unified Intelligence Center to configure Unified CCE Historical Data source and Unified CCE Real-time Data source.

Note

You can distribute the reporting load to several Unified CCE AW_HDS databases using the command line interface and conventional name resolution. If there is a need to direct a specific member node to a database host other than the one in configured on the data sources interface, you can use the "set cuic-properties host-to-ip" command to resolve the data source name differently on each node.

Procedure

Step 1	Login to Unified Intelligence Center portal as administrator ( http://{hostname})
Step 2	Click Data Sources drawer in the left panel to open the Data Sources page.
Step 3	Choose the UCCE Historical Data Source. Click Edit to open the Data Source > Edit page. In the Primary tab, enter the following values In the Datasource Host field, enter the hostname/IP address of the primary historical database server (AW-HDS-A1). In the Port field, enter 1433 which is a port used for SQL server database. In the Database Name field, enter the primary historical database name. In the Instance field, leave blank as it is optional for SQL server. In the Timezone field, select the time zone for the data stored in the database. In the Database User ID field, enter the SQL user account created earlier for CUIC to access the database. In the Password and Confirm Password fields, enter the password for SQL user account. In the Charset drop-down field, choose ISO-8859-1 (Latin 1 encoding) In the Permissions pane, accept the default values
Step 4	Click on the Secondary tab and enter the following values. Check Failover Enabled In the Datasource Host field, enter the hostname/IP address of the secondary historical database server (AW-HDS-B1). In the Port field, enter 1433 which is a port used for SQL server database. In the Database Name field, enter the secondary historical database name. In the Instance field, leave blank as it is optional for SQL server. In the Timezone field, select the time zone for the data stored in the database. In the Database User ID field, enter the SQL user account created earlier for CUIC to access the database. In the Password and Confirm Password fields, enter the password for SQL user account. In the Charset drop-down field, choose ISO-8859-1 (Latin 1 encoding) In the Permissions pane, accept the default values.
Step 5	Click Test Connection to ensure the data source is online and click Save .
Step 6	Choose the UCCE Realtime Data Source. Click Edit to open the Data Source > Edit page. In the Primary tab, enter the following values. In the Datasource Host field, enter the hostname/IP address of the primary realtime database server (AW-HDS-A2). In the Port field, enter 1433 which is a port used for SQL server database. In the Database Name field, enter the primary realtime database name. In the Instance field, leave blank as it is optional for SQL server. In the Timezone field, select the time zone for the data stored in the database. In the Database User ID field, enter the SQL user account created earlier for CUIC to access the database. In the Password and Confirm Password fields, enter the password for SQL user account. In the Charset drop-down field, choose ISO-8859-1 (Latin 1 encoding) In the Permissions pane, accept the default values
Step 7	Click on the Secondary tab and enter the following values. Check Failover Enabled. In the Datasource Host field, enter the hostname/IP address of the secondary realtime database server (AW-HDS-B2). In the Port field, enter 1433 which is a port used for SQL server database. In the Database Name field, enter the secondary realtime database name. In the Instance field, leave blank as it is optional for SQL server. In the Timezone field, select the time zone for the data stored in the database. In the Database User ID field, enter the SQL user account created earlier for CUIC to access the database. In the Password and Confirm Password fields, enter the password for SQL user account. In the Charset drop-down field, choose ISO-8859-1 (Latin 1 encoding) In the Permissions pane, accept the default values
Step 8	Click Test Connection to ensure the data source is online and click Save.

What to Do Next

After configuring Unified Intelligence Center, you can import stock templates using the Import functionality and customize the stock reports based on your requirements. The stock templates are designed to present Unified ICM/CC data. Navigate to User Guide for the Cisco Unified Intelligence Center Reporting Application. Under Chapter Reports see section Stock Report Templates to import Unified CCE Report templates.

Configure Unified Intelligence Center Administration

Complete the following procedure to configure Unified Intelligence Center Administration.

Procedure

Step 1	Sign in to the Cisco Unified Intelligence Center Administration Console `(https://<hostname>:8443/oamp)`.
Step 2	Configure the Active Directory tab under Cluster Configuration > Reporting Configuration. For Host Address for the Primary Active Directory Server, enter the IP address of the domain controller. For Port, enter the port number for the domain controller. Complete the Manager Distinguished Name fields that are required for the customer. Enter and confirm the password with which the Manager accesses the domain controller. For User Search Base, specify users and the domain name and any sub-domain names . For Attribute for User ID, select sAMAccountName. Add at least one domain for the UserName Identifier. Do not type the @ sign before the domain name. Set a domain as the default. Click Test Connection. Click Save.
Step 3	Configure syslog for all devices. Choose Device Management > Log and Trace Settings. For each host address: Select the associated servers. In the Edit Serviceability Settings screen Syslog Settings pane, configure the Primary and Backup Host. Click Save.
Step 4	Configure SNMP for all devices, if used. Select Network Management > SNMP. Navigate to SNMP and for each server add the following: V1/V2c Community Strings. Notification Destination.

Unified Intelligence Center License and Sign-In

Sign In to Administration Console

Who can sign in to the administration console: The System Application User who is the default Superuser.

To upload the license, you must sign in to the Unified Intelligence Center Administration Console. This is the OAMP interface for Unified Intelligence Center. The first person who signs in to the Administration application must do so using the user ID and password that were defined for the System Application User during the installation. This user is the initial Superuser for Unified Intelligence Center Administration.

Procedure

Step 1	Enter this URL: `http://<HOST ADDRESS>/oamp`, where HOST ADDRESS is the IP address or hostname of your Controller node.
Step 2	Enter the System Application User ID and password that you defined during installation.

What to Do Next

Upload License

Who can upload the license: The System Application User who is the default Superuser.

As soon as the System Application User signs in, the user must upload the license file. The file is uploaded to the Controller publisher node and, within a minute, is automatically replicated to all nodes in the cluster.

The partner must obtain a unique license and apply it to the imported Unified Intelligence Center servers at the customer site.

Procedure

Step 1

In Cisco Unified Intelligent Center Administration, choose Cluster Configuration > License Management.

to open the License File Management page.

Figure 1. License File Management

Step 2

Click Browse.

Step 3

Navigate to the location where the *.lic file was saved.

Step 4

Click Apply License to load the license.

A message appears indicating that the license file was uploaded successfully and will be distributed to other nodes (if any) in the cluster in approximately one minute.

Note

The databases are polled once a minute for changes. The license replication is not immediate but occurs within a minute.

What to Do Next

Create Reporting Users

Configure Live Data AW-Access

Live Data AW DB access commands allow you to configure and view CCE AW DB (real-time distributor) access for Contact Center Enterprise Live Data Product Deployment Selection. You can also test the connection.

Procedure

Step 1

set live-data aw-access primary addr port db user pwd [test]

set live-data aw-access secondary addr port db user pwd [test]

Table 4 Command Description
Command	Description	Example
addr	Specifies the hostname or IP address of the primary or secondary CCE AW (Maximum 255 characters).	10.10.10.10 or AWmachinename.domain.com
port	Specifies the listening port of the database server (ranges 1-65535).	1433 db
db	Specifies the database name (maximum 128 characters).	inst_awdb
user	Specifies the login user (maximum 128 characters) For more information about creating user, see Configure the SQL User Account	user
pwd	Specifies the login password (maximum 128 characters).	password
test	This parameter is optional. Tests the connection to the primary or secondary AW DB. Checks weather AW DB access for configured users and provides the results.

Step 2

Run the following command to view the primary and secondary CCE AW DB access information. Optional, test the connection from Live Data to each AW DB, check if configured user (on each node) has appropriate AW DB access:

show live-data aw-access primary addr port db user pwd [test]

show live-data aw-access secondary addr port db user pwd [test]

Configure Live Data Machine Services

Procedure

Step 1

Step 2

Run the below command to configure the latest information from Live Data with Machine Service table.

set live-data machine-services awdb-user awdb-pwd

Note

This command is not valid for coresident deployments. If you have a coresident deployment, use the System Inventory in the Unified CCE Administration tool.

Table 5 Command Description
Command	Description	Example
awdb-user	Specifies the AW database domain user, who has write-access permission.	administrator@domain.com
awdb-pwd	Specifies the AW database user password.	password

Step 3

Run the below command to view Live Data entries in the Machine Services table:

show live-data machine-services awdb-user awdb-pwd

Note

Enter FQDN host name in correct format. The machine (host) name must start with an alphanumeric character string with a maximum length of 32 characters. The machine name allows only characters such as period (.), underscore (_), dash (-), and alphanumeric characters. If the host name contains invalid characters or the name exceeds 32 characters, an error message appears.

Configure Live Data Unified Intelligence Data Sources

Before You Begin

Ensure that AW distributor and Cisco Unified Intelligence Center Publisher are in service
Ensure that AW DB connection information is updated on the same node, where you want to configure Live Data CUIC data source
Configure Live Data endpoints in the Machine Service table

Procedure

Step 1

Run the following command to configure the data source of Live Data in Cisco Unified Intelligence Center:

set live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd

Table 6 Command Description
Command	Description	Example
cuic-addr	Specifies the Cisco Unified Intelligence Center publisher node's Fully Qualified Domain Name (FQDN).	10.10.10.10 or CUIC + LiveDatamachinename.domain.com Important: Given node should be in service.
cuic-port	Specifies the Cisco Unified Intelligence Center REST API port. Typically this port is 8444.
cuic-user	Specifies the user name to use for authentication with Cisco Unified Intelligence Center. By default, Cisco Unified Intelligence Center requires that you specify CUIC as the domain with the user name.	CUIC\administrator
cuic-pwd	Specifies the password to use for authentication with Cisco Unified Intelligence Center.	password

Step 2

Run the following command to display Data Source:

show live-data cuic-datasource cuic-addr cuic-port cuic-user cuic-pwd

Configure Live Data Reporting Interval

Procedure

Step 1

Step 2

Run the following command to set Live Data reporting interval in minutes format:

set live-data reporting-interval reporting-interval-in-minutes

Table 7 Command Description
Command	Description	Example
reporting-interval-in-minutes	Specifies the reporting interval in minutes format. The valid values are 5, 10, 15, 30, and 60 minutes.	5

Step 3

After Live Data reporting interval is set, run the below command to restart the publisher and subscriber node (Restart the inactive node first and active node next):

utils system restart

Step 4

Run the below command to view Live Data reporting interval:

show live-data reporting-interval

Import Live Data Reports

Ensure that the data source is used to import report definition is configured in Unified Intelligence Center. Also, ensure that data source is used by any value list that is defined in Unified Intelligence Center, if the report definition has any value list defined.

Follow the below steps to import an existing Unified Intelligence Center stock reports and report definition.

Procedure

Step 1	Click Reports in the left pane.
Step 2	Click Import Report.
Step 3	In File Name (XML File) field, click Browse to select the XML file.
Step 4	Browse the report XML zip file and click Open.
Step 5	In Save to filed, browse the folder where you want to place the imported report definition. Use arrow keys to expand the folders.
Step 6	Click Import.
Step 7	Choose Data Source for ReportDefinition from the drop-down list.
Step 8	Choose Data Source for ValueList defined in report definition from the drop-down list.
Step 9	Optional, in Save to filed, browse the folder where you want to place the imported report definition.
Step 10	Click Import.

Add Certificate for HTTPS Gadget

Add a certificate for a secure HTTP (HTTPS) gadget to allow the gadget to load into the Finesse desktop and successfully perform HTTPS requests to the Finesse server.

This process allows HTTPS communication between the Finesse gadget container and the third-party gadget site for loading the gadget and performing any API calls that the gadget makes to the third-party server.

Note

A gadget that loads using HTTPS may still use HTTP communication between that gadget and the application server where it resides. If all traffic must be secure, the gadget developer must ensure that HTTPS is used to make API calls to the application server.

The certificate must be signed with a common name. The gadget URL in the desktop layout must use the same name (whether it uses an IP address or a fully qualified domain name) as the name with which the certificate is signed. If the certificate name and the name in the gadget URL do not match, the connection is not trusted and the gadget does not load.

Before You Begin

Set up security certificates for finesse, Cisco Unified Intelligence Center and Live Data server to server communication. Import certificates into servers as shown in the table below:

Server	Import Certificates
Finesse	Live Data and Cisco Unified Intelligence Center
Cisco Unified Intelligence Center	Live Data

Procedure

Step 1	Download the tomcat-trust.pem certificate from the third-party gadget host. Sign in to Cisco Unified Operating System Administration on the third-party gadget host (http://host or IP address/cmplatform where `host` or `IP address` is the hostname or IP address of third-party gadget host). Choose Security > Certificate Management. Click Find. Click Common Name hyperlink for the required tomcat trust. Click Download.PEM File.
Step 2	Upload the certificate to the Finesse Publisher server. Sign in to Cisco Unified Operating System Administration on Finesse Publisher server (http://host or IP address/cmplatform where `host` or `IP address` is the hostname or IP address of the finesse server). Choose Security > Certificate Management. Click Upload Certificate. Choose Tomcat Trust from Certificate Purpose drop-down list. Click Common Name hyperlink for the required tomcat trust. Click Browse to choose the downloaded tomcat-trust.pem file. Click Upload File.
Step 3	Restart Cisco Tomcat and Cisco Finesse Tomcat services on the Finesse Publisher server.
Step 4	Ensure the certificates are synchronized in Finesse Subscriber server.
Step 5	Restart Cisco Tomcat and Cisco Finesse Tomcat services on Finesse Subscriber server.

Configure Cisco Finesse

This table lists the configuration procedures for Cisco Finesse:

Sequence	Task	Done?
1	Configure the Cisco Finesse Primary Node
2	Configure Settings for the CTI Server and Administration and Data Server
3	Configure Cisco Finesse Secondary Node
4	Install VMware Tools
5	Configure Cisco Finesse Administration
6	Configure SNMP

Configure the Cisco Finesse Primary Node
Configure Settings for the CTI Server and Administration and Data Server
Configure Cisco Finesse Secondary Node
Configure Cisco Finesse Administration
Configure SNMP

Configure the Cisco Finesse Primary Node

Note

You must configure the Cisco Finesse primary node before you customize the secondary node.

Before You Begin

Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and Floppy drive

Procedure

Step 1	Power on the primary node. To begin the installation based on the information in the .flp file. The installation begins automatically and runs with no interaction from you. After an hour or more, a message appears indicating a successful installation.
Step 2	Click the Console tab for the VM. Log in to the Finesse Primary machine, using the credentials for the Administration User. The machine opens to the CLI interface.
Step 3	Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive.

Note

During the customization of the primary, the username and the password are modified as follows. The customer should change the password.

Default Password for OS Administrator: c1sco@123
Application UserName: Administrator
Default Password for Application User: c1sco@123
Sftp password: c1sco@123
IPSec password: c1sco@123

After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM.

Configure Settings for the CTI Server and Administration and Data Server

Configure CTI Server Settings in the Cisco Finesse Primary Node
Configure Unified Contact Center Enterprise Administration and Data Server
Restart the Cisco Tomcat Service

Configure CTI Server Settings in the Cisco Finesse Primary Node

Procedure

Step 1

Launch the URL http://<HOST ADDRESS>/cfadmin, where Host Address is the hostname or IP address of your primary Cisco Finesse server.

Step 2

Go to Home > Contact Center Enterprise CTI Server Settings.

Step 3

Under Contact Center Enterprise CTI Server Settings, update the following:

See Table 1 and enter the side A host/IP Address.
Side A Port (CTI server port on side A), enter 42027.
See Table 1 and enter the peripheral ID (of the call manager PIM).
See Table 1 and enter the side B host/IP Address.
Side B Port (CTI server port on side B), enter 43027.

Step 4

Click Save.

Table 8 Cisco Finesse Configurations
	500/1000 Agents	4000 Agents	Small Contact Center	12,000 Agents
Side A host/IP address	CCE Call Server A	FINESSE1: CCE Agent PG 1A FINESSE2: CCE Agent PG 2A	FINESSE X: CCE Agent PG XA. Where X is the sub customer number	FINESSE1: CCE Agent PG 1A FINESSE2: CCE Agent PG 2A FINESSE3: CCE Agent PG 3A FINESSE4: CCE Agent PG 4A FINESSE5: CCE Agent PG 5A FINESSE6: CCE Agent PG 6A
Side A Port	42027	42027	42027	42027
Peripheral ID	5000	FINESSE1: 5000 FINESSE2: 5001	SeePG Explorer and enter the peripheral ID of the sub customer.	FINESSE1: 5000 FINESSE2: 5001 FINESSE3: 5002 FINESSE4: 5003 FINESSE5: 5004 FINESSE6: 5005
Side B host/IP address	CCE Call Server B	FINESSE1: Agent PG 1B FINESSE2: Agent PG 2B	FINESSE X: CCE Agent PG XB. Where X is the sub customer number	FINESSE1: CCE Agent PG 1B FINESSE2: CCE Agent PG 2B FINESSE3: CCE Agent PG 3B FINESSE4: CCE Agent PG 4B FINESSE5: CCE Agent PG 5B FINESSE6: CCE Agent PG 6B
Side B Port	43027	43027	43027	43027

Configure Unified Contact Center Enterprise Administration and Data Server

Procedure

Step 1	Select Home > Contact Center Enterprise Administration & Data Server Settings. (This menu structure assumes the default configuration.)
Step 2	Under Contact Center Enterprise Administration & Data Server Settings, update the following: Primary Host/IP Address (of Side A AW Server) Database Port: 1433 Backup Host/Ip Address (of Side B AW Server) Domain (required field): The name of the Unified CCE to which Finesse connects. AW Database Name: <ucceinstance_awdb> UserName: The domain username that is required to sign in to the database. This should not be SQL user. Password: The password required to sign in to the database.
Step 3	Click Save.

Restart the Cisco Tomcat Service

After you change and save any value on Contact Center Enterprise Administration server settings, you must restart the Cisco Tomcat Service on the primary Cisco Finesse server.

Procedure

Step 1	Enter utils service stop Cisco Tomcat command, to stop the Cisco Tomcat service.
Step 2	Enter utils service start Cisco Tomcat command, to start the Cisco Tomcat service.

What to Do Next

For golden templates, configure the secondary node.

For direct installation, check the replication status.

Configure Cisco Finesse Secondary Node

Launch the Finesse Administration Console to Configure the Secondary Finesse

To add the secondary node, you must launch the primary node and add the secondary node to the cluster.

Procedure

Step 1	Launch the Cisco Finesse primary node in a browser (http://Primary Node FQDN/cfadmin), where the primary node or IP address is that of your host.
Step 2	Select Settings > Cluster Settings. (Cluster settings are based on the default configuration and assumes that you have not changed the page for the Cluster Settings tool.)
Step 3	Add the IP address for the Cisco Finesse secondary node.
Step 4	Click Save.
Step 5	Restart Cisco Tomcat as follows: To stop the Cisco Tomcat service, enter this CLI command: utils service stop Cisco Tomcat . To start the Cisco Tomcat service, enter this CLI command: utils service start Cisco Tomcat .

Install Cisco Finesse on the Secondary Node

Before You Begin

Ensure that you select the Connect at Power on check box of the virtual machine for network adapter and floppy drive.

Procedure

Step 1	Power on the secondary node to begin the installation based on the information in the .flp file. The installation begins automatically and runs with no interaction from you. After an hour or more, a message appears indicating a successful installation.
Step 2	Click the Console tab for the virtual machine. Log into the Cisco Finesse secondary machine, using the credentials for the administration user. The machine opens to the CLI interface.
Step 3	Right-click the virtual machine and choose Edit settings and uncheck Connect at Power on for the floppy drive.

Note

During the customization of the secondary node, the username and the password is modified as follows. You can change the password:

Default password for OS Administrator: c1sco@123
Application username: Administrator
Default password for application user: c1sco@123
Sftp password: c1sco@123
IPsec password: c1sco@123

Configure Cisco Finesse Administration

Obtain and Upload a CA Certificate
Trust Self-Signed Certificate for Cisco Finesse
Browser Settings for Internet Explorer

Obtain and Upload a CA Certificate
Trust Self-Signed Certificate for Cisco Finesse
Browser Settings for Internet Explorer

Obtain and Upload a CA Certificate

Note

This procedure applies only if you are using HTTPS.

This procedure is optional. If you are using HTTPS, you can choose to obtain and upload a CA certificate or you can choose to use the self-signed certificate provided with Cisco Finesse.

To eliminate browser security warnings each time that you sign in, obtain an application and root certificate signed by a Certificate Authority (CA). Use the Certificate Management utility from Cisco Unified Operating System Administration.

To open Cisco Unified Operating System Administration, enter the following URL in your browser: https://FQDN of primary Finesse server:8443/cmplatform.

Procedure

Step 1

Generate a CSR as follows.

Select Security > Certificate Management > Generate CSR.
From the certificate name drop-down list, select tomcat.
Click Generate CSR.

Step 2

Download the CSR.

Select Security > Certificate Management > Download CSR.
From the certificate name drop-down list, select tomcat.
Click Download CSR.

Step 3

Use the CSR to obtain the signed application certificate and the CA root certificate from the Certificate Authority.

Step 4

When you receive the certificates, select Security > Certificate Management > Upload Certificate.

Step 5

Upload the root certificate.

Choose tomcat-trust from Certificate Name drop-down list.
Click Browse and open the root certificate file, in Upload File field.
Click Upload File.

Step 6

Upload the application certificate.

Choose tomcat from Certificate Name drop-down list.
Enter the name of the CA root certificate in the Root Certificate field.
Click Browse and open the root certificate file, in Upload File field.
Click Upload File.

Step 7

After the upload is complete, sign out from Cisco Finesse.

Step 8

Access the CLI on the primary Cisco Finesse server.

Step 9

Enter utils service restart Cisco Finesse Notification Service command to restart the Cisco Finesse Notification service.

Step 10

Enter utils service restart Cisco Tomcat command to restart the Cisco Tomcat service.

Step 11

Upload the root certificate and application certificate to the secondary Cisco Finesse server.

Note

Enter the following URL in browser: https://FQDN of secondary Finesse server:8433/cmplatform, to open Cisco Unified Operating System Administration for the secondary server.

Step 12

Access the CLI on the secondary Cisco Finesse server and restart the Cisco Finesse Notification Service and the Cisco Tomcat Service.

Trust Self-Signed Certificate for Cisco Finesse

After you define configuration settings, disable CSA, and restart services. Authorized agents can sign in to the Cisco Finesse Agent Desktop.

After you restart Cisco Finesse, it takes approximately 6 minutes for all server-related services to restart. Therefore, you should wait 6 minutes before you attempt to sign in to the Agent Desktop.

Procedure

Step 1

Enter the following URL in browser: https://FQDN of Finesse server:8443/cmplatform.

Step 2

When you access Agent Desktop for the first time using HTTPS, it prompts you to trust the self-signed certificate provided with Cisco Finesse. Following table describes the procedure for each supported browser.

Note

If you are using HTTP or if you have installed a CA Certificate, you are not prompted to trust the self-signed certificate. Enter your agent ID, password, and extension, and click Sign In.

Browser

Description

Internet Explorer

A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended). This action opens the sign in page for the Agent Desktop.

A certificate error appears in the address bar of your browser.
Click Certificate Error, and then click View Certificates to open the Certificate dialog box.
In Certificate dialog box, click Install Certificate, to open Certificate Import Wizard.
Click Next.
Select Place all certificates in the following store, and then click Browse.
Select Trusted Root Certification Authorities, and then click OK.
Click Next.
Click Finish.
If a Security Warning dialog box asks if you want to install the certificate, click Yes.

After installation, displays success message.
Click OK.
Enter your agent ID, password, and extension, and then click Sign In.

Mozilla Firefox

A page appears that states this connection is untrusted.
Click I Understand the Risks, and then click Add Exception.
In Add Security Exception dialog box, ensure the Permanently store this exception check box is checked.
Click Confirm Security Exception.

The page that states this connection is untrusted automatically closes and the Agent Desktop loads.
Enter your agent ID, password, and extension, and then click Sign In.

Browser Settings for Internet Explorer

Configure the following privacy and advanced settings:

Before You Begin

If you are using Internet Explorer to access the Cisco Finesse desktop, you must configure the following to the browser to ensure that all the features of Cisco Finesse work properly.

Disable pop-up blockers.
Ensure that the desktop is not running in Compatibility View; Cisco Finesse does not support Compatibility View.

Procedure

Step 1	From the browser menu bar, choose Tools > Internet Options.
Step 2	Click Privacy tab and click Sites.
Step 3	In Address field, enter the domain name for side A of Cisco Finesse server.
Step 4	Click Allow.
Step 5	In Address field, enter the domain name for side B of Cisco Finesse server.
Step 6	Click Allow and click OK.
Step 7	Click Advanced tab on the Internet Options dialog box.
Step 8	Uncheck Warn about certificate address mismatch check box, in Security pane.
Step 9	Click Ok.

What to Do Next

You must enable the following security settings to allow users to sign in:

Run ActiveX controls and plug-ins
Script ActiveX controls marked as safe for scripting
Active scripting

To enable these setting , do the following:

From the browser menu bar, choose Tools > Internet Options.
Choose Security tab and click Custom Level.
Enable the Run ActiveX controls and plug-ins and Script ActiveX controls marked safe for scripting, in ActiveX controls and plug-ins.
Enable the Active Scripting, in Scripting.

Configure SNMP

Procedure

Step 1

Log in to the Cisco Unified Serviceability(https://hostname of primary server/ccmservice ) using administrator credentials.

Step 2

Select SNMP > V1/V2c > Community String.

Step 3

From Server drop-down list, select the server for which you want to configure a community string and click Find.

Step 4

Click Add New to add new community string.

Enter Community String.

Example:public.
In Host IP Addresses Information field, choose Accept SNMP Packets from any host.
From Access Privilages drop-down list, select ReadWriteNotify option.
Check Apply to All Nodes check box to apply community string to all nodes in the cluster. Information message will be displayed.
Click OK.
Click Save. A message is displayed, that indicates that changes will not take effect until you restart the SNMP master agent. To continue the configuration without restarting the SNMP master agent, click Cancel. To restart the SNMP master agent service, click OK.
Click OK.

Step 5

Select SNMP > V1/V2c > Notification Destination.

Step 6

From Server drop-down list, select the server for which you want to configure a notification destination and click Find.

Step 7

Click Add New button to add new notification destination.

From Host IP Addresses drop-down list, select Add New.
In Host IP Address field, enter the Prime Collaboration server IP address .
In the Port Number field, enter the notification receiving port number.
Note Default port number is 162.
In SNMP Version Information field, select the SNMP Version V2C.
In Notification Type Information field; from Notification Type drop-down list, select Trap.
In Community String Information field; from Community String drop-down list, select Community String created in Step 4 from the drop-down list.
Check the Apply to All Nodes check box to apply community string to all nodes. Information message will be displayed.
Click OK.
Click Insert. A message is displayed, that indicates that changes will not take effect until you restart the SNMP master agent. To continue the configuration without restarting the SNMP master agent, click Cancel. To restart the SNMP master agent service, click OK.
Click OK.

Create a Customer Instance for the1000 Agent Deployment Model

Follow this sequence of tasks to create the customer instance to deploy 1000 agent for Cisco HCS for Contact Center.

Table 9 Create customer instance for 1000 agent deployment of Cisco HCS for Contact Center
Sequence	Task	Done?
1	Upgrade VMware Tools
2	Set Up Virtual Machine Startup and Shutdown
3	Create a Domain Controller Server
4	Configure Cisco Unified CCE Call Server
5	Configure Unified CCE Data Server
6	Configure Unified CVP
7	Configure Cisco IOS Enterprise Voice Gateway
8	Configure Unified Communications Manager
9	Configure Unified Intelligence Center with Live Data
10	Configure Cisco Finesse

Create a Customer Instance for the 4000 Agent Deployment Model

Follow this sequence of tasks to create the customer instance to deploy 4000 agent for Cisco HCS for Contact Center. After each task, return to this page to mark the task "done" and continue the sequence.

Table 10 Create customer instance for 4000 agent deployment of Cisco HCS for Contact Center
Sequence	Task	Done?
1	Upgrade VMware Tools
2	Set Up Virtual Machine Startup and Shutdown
3	Create a Domain Controller Server
4	Configure Cisco Unified CCE Rogger
5	Configure Unified CCE AW-HDS-DDS
6	Configure Unified CCE Agent PG 1
7	Configure Unified CCE Agent PG 2
8	Configure Unified CCE VRU PG
9	Configure Unified CVP
10	Configure Cisco IOS Enterprise Voice Gateway
11	Configure Unified Communications Manager
12	Configure Unified Intelligence Center
13	Configure Live Data Reporting System
14	Configure Cisco Finesse

Configure Cisco Unified CCE Rogger

This table lists the configuration procedures you must perform to configure Cisco Unified CCE Rogger.

Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure the Domain Manager
4	Configure Unified CCE Encryption Utility
5	Configure SQL Server
6	Configure Secondary Drive
7	Configure the Unified CCE Logger
8	Configure the Unified CCE Router
9	Load Base Configuration
10	Verify Cisco Diagnostic Framework Portico
11	Cisco SNMP Setup

Configure the Unified CCE Router
Configure the Unified CCE Logger
Load Base Configuration

Configure the Unified CCE Router

Procedure

Step 1

Launch the Unified CCE Web Setup.

Step 2

Step 3

Click Instance Management, and then click Add.

Step 4

In the Add Instance window, select Facility and Instance from the drop-down list.

Step 5

In the Instance Number field, enter 0. Click Save .

Step 6

Select Component Management > Routers.

Step 7

Click Add to set up the Call Router.

Step 8

In the Deployment window, select the appropriate Side.

Step 9

Select Duplexed as Fault Tolerance Mode. Click Next.

Step 10

In the Router Connectivity window, configure the Private Interface and Public (Visible) Interfaces. Click Next.

Step 11

In the Enable Peripheral Gateways dialog box, enter the following in the Enable Peripheral Gateways field. Click Next.

For 500 and 1000 agents deployments, 1-2.
For 4000 agents deployment, 1-5.
For 12000 agents deployment, 1-15.

Step 12

In the Router Options window, configure as follows:

Check Enable Database Routing.
Check Enable Quality of Service (QoS). (Applicable to Side A only.)
Click Next.

Step 13

In Router Quality of Service window, click Next. (Applicable to Side A only.)

Step 14

In the Summary window, make sure that the router summary is correct, then click Finish.

Note

Do not start the service until all ICM components are installed.

What to Do Next

To enable the DNWildcard, select the Registry > HKEY_LOCAL_MACHINE > SOFTWARE > Cisco Systems > ICM > <instance> >RouterA > Router > CurrentVersion > Configurations > Global, and select the DNWildcardEnabled and set to 1.

Configure the Unified CCE Logger

Configure the Unified CCE logger for Side A and Side B.

Note

Ensure that your browser is enabled.

Procedure

Step 1

Launch the Unified CCE Web Setup.

Step 2

Step 3

Click Instance Management, and then click Add.

Step 4

In the Add Instance window, select Facility and Instance from the drop-down list.

Step 5

In the Instance Number field, enter 0 and click Save.

Step 6

Configure the logger database as follows:

Open ICMDBA application.
Select Server > Instance (logger being installed).
Right-click the instance name and choose Create to create the logger database.
In Select Component dialog box, choose the logger you are working on ( Logger A or Logger B). Click OK.
In Select Logger Type window, select Enterprise from the drop-down list. Click OK.

Step 7

In Create Database window, configure the following to create the Log:

From DB Type drop-down list, choose either side A or side B.
Choose Region.
In Storage pane, click Add.

Step 8

In Add Device dialog box, configure as follows:

Select Log.
Choose C drive.
Accept the default in the size field.
Click OK.

Step 9

In Create Database window, in Storage section, click Add.

Step 10

In Add Device dialog box, configure as follows:

Select Data.
Choose the secondary drive (typically E).
Accept the default in the size field.
Click OK.

Step 11

In Create Database window, click Create and click Start.

When you see the successful creation message, click OK and click Close.

Step 12

Configure the logger component as follows:

Return to Unified CCE Web Setup. You might need to log in again.
Choose Component Management > Loggers.
Click Add and choose the Instance.
From Fault Tolerance Mode drop-down list, choose Duplexed option and click Next.
In Central Controller Connectivity window, enter the host names for Sides A and B for the Router Private Interface and Logger Private Interface and click Next.

Step 13

In Additional Options window, configure as follows:

Check the Enable Historical/Detail Data Replication check box.
Check the Display Database Purge Configuration Steps check box and click Next.

Step 14

In Data Retention window, in the data retention table, retain the default values and click Next.

Step 15

In Data Purge window, configure purge for a time when there is low demand on the system. Click Next.

Step 16

Review Summary window, and then click Finish.

Note

Do not start service until all ICM components are installed.

What to Do Next

Set database and log file size, see Database and Log File Size.

Database and Log File Size

Complete the following procedure to increase the database and log sizes.

Before You Begin

Use DB Estimator Tool to calculate database and log file size.

Alternative option is to size the database and log using the values from Table 1. The values in the table for HCS 500 and 1000 agent deployments are sized without considering optional HDS.

Procedure

Step 1

Open SQL Server 2014 Management Studio.

Step 2

Click Connect. In the left pane, expand Databases.

Step 3

Right-click Logger database [<Instance>_<Side>] and select Properties..

Step 4

In the left pane, select Files. Ensure that Auto Growth is disabled for data and log files.

Step 5

Set the initial size of the data and log files according to DB Estimator Tool or from the following table:

Table 11 Data and Log File Size
Database	Data size(MB)	Log Size(MB)	Deployment Type
Side A, Side B	409600	1024	500 and 12000 Agent Deployments
Side A, Side B	665600	3072	1000 Agent Deployment
Side A, Side B	122900	1024	Other HCS Deployments

Load Base Configuration

Complete this procedure to upload the following base configuration parameters. For more information on base configuration parameter see Base Configuration Parameters for 4000 Agent Deployment.

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

Procedure

Step 1	Download the HCS-10(1)-4000-Agent-Day1-Configuration.zip file. Save it locally and unzip it.
Step 2	Download the Domain_Update_Tool.zip file. Save it locally and unzip it.
Step 3	Copy the configuration folder to the local drive of CCE Rogger on Side A.
Step 4	Open the ICMDBA Tool on the CCE Rogger on Side A.
Step 5	Select the CCE Rogger and expand the tree to <instance name>_sideA.
Step 6	Select Data on the menu bar and click Import.
Step 7	Browse to locate the configuration folder and click Open.
Step 8	Click OK and then click Import.
Step 9	Click Start and then click OK on all messages.
Step 10	Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell. Respond as follows: For Server name, enter the computer name of the CCE Rogger Side A. For Database name, enter <instance_sideA (Logger database)>. For Domain Name, enter the customer's domain name.
Step 11	Return to the ICMDBA tool. Select Logger <instance name> database for the side that you want to synchronize.
Step 12	Click Data in menu bar and select Synchronize and perform the following: In Synchronize window, click Add in Source pane. Enter hostname for CCE Rogger of source in Server Name field and click OK. Click Add in Destination pane. Enter hostname for CCE Rogger of destination in Server Name field and click OK. Click Synchronize.
Step 13	Click Start. After synchronization click OK.

Configure Unified CCE AW-HDS-DDS

This section explains the configuration procedures you must perform for the Unified CCE AW-HDS-DDS for Sides A and B.

Table 12 Configuring Unified CCE AW-HDS-DDS for Side A and Side B
Sequence	Task	Done?
1	Configure Network Cards
2	Validate Network Card
3	Configure Unified CCE Encryption Utility
4	Configure SQL Server
5	Configure Secondary Drive
6	AW-HDS-DDS
7	Verify Cisco Diagnostic Framework Portico
8	Cisco SNMP Setup
9	Final Tasks

AW-HDS-DDS

Create Instance
Create HDS Database
Configure AW-HDS-DDS
Database and Log File Size

Create Instance
Create HDS Database
Configure AW-HDS-DDS
Database and Log File Size

Create Instance

Procedure

Step 1	Launch Unified Contact Center Enterprise Web Setup from the desktop and log in using the Domain Administrator credentials to complete the installation.
Step 2	Click Instance Management, and then click Add.
Step 3	In the Add Instance window, select Facility and Instance from the drop-down list.
Step 4	In the Instance Number field, enter 0. Click Save.

Create HDS Database

Procedure

Step 1	Configure the HDS database as follows: Choose Start > Programs > Cisco Unified CCE Tools > ICMdba. Navigate to Server > Instance. Right-click the instance and choose Create.
Step 2	In the Select Component dialog box, choose Administration & Data Server from the drop-down list. Click OK.
Step 3	At the prompt, SQL Server is not configured properly. Do you want to configure it now?" Click Yes.
Step 4	On the Configure page, in the SQL Server Configurations pane check Memory (MB) and Recovery Interval. Click OK.
Step 5	On the Stop Server page, click Yes to stop the services.
Step 6	In the Select AW Type dialog box, choose Enterprise from drop-down list. Click OK.
Step 7	In the Create Database dialog box, configure as follows: In the DB Type field, choose HDS from drop-down. In the Storage pane, click Add.
Step 8	In the Add Device dialog box, configure as follows: Select Data. Select the secondary drive (typically E). Accept the default in the size field. Click OK.
Step 9	In the Create Database dialog box, under Storage, click Add.
Step 10	In the Add Device dialog box, configure as follows: Select Log. Select the C drive. Accept the default in the size field. Click OK.
Step 11	In the Create Database dialog box, configure as follows: Click Create. Click Start. Click OK. Click Close.

Configure AW-HDS-DDS

Complete the following procedure to install the Cisco Unified CCE Administration Server & Real-time Data Server, Historical Data Server, and Detailed Data Server (AW-HDS-DDS).

Procedure

Step 1

Choose Component Management > Administration & Data Servers.

Step 2

Click Add.

Step 3

On the Deployment window, choose the current instance.

Step 4

On the Add Administration & Data Servers window, configure as follows:

Click Enterprise.
Click Small to Medium Deployment Size.
Click Next.

Step 5

On the Server Role in a Small to Medium Deployment window, configure as follows:

Choose the option Administrator Server Real-time Data Server, Historical Data Server, and Detailed Data Server (AW-HDS-DDS).
Click Next.

Step 6

On the Administration & Data Servers Connectivity window, configure as follows:

Select Primary Administration & Data Server.
Enter the hostname of the Secondary AW-HDS-DDS in the *Secondary Administration & Data Server field.

Enter the site name in the Primary/Secondary Pair (Site) Name field.

Note

Ensure that the site name match with the site name defined under PG Explorer > Agent Peripheral > Agent Distribution.

Click Next.

Step 7

On the Database and Options window, configure as follows:

In the Create Database(s) on Drive field, select E.
Click Configure Management Service (CMS) Node.
Check Internet Script Editor (ISE) Server.
Check Next.

Step 8

On the Central Controller Connectivity window, configure as follows:

For Router Side A enter the host name/IP address machine where Router A resides.
For Router Side B enter the host name/IP address machine where Router B resides.
For Logger Side A enter the host name/IP address machine where Logger A resides.
For Logger Side B enter the host name/IP address machine where Logger B resides.
Enter the Central Controller Domain Name.
Click Central Controller Side A Preferred.
Click Next.

Step 9

Review the Summary window, and click Finish.

Note

Do not start service until all ICM components are installed.

Database and Log File Size

Complete the following procedure to increase the database and log sizes.

Before You Begin

Use DB Estimator Tool to calculate database and log file size.

Alternative option is to size the database and log using the values from Table 1.

Procedure

Step 1

Open Microsoft SQL Server Management Studio.

Step 2

Expand the Database in Object Explorer.

Step 3

Choose HDS database. Right-click on the database and select Properties.

Step 4

Click Files to increase the database and log sizes.

Step 5

Ensure that Auto Growth is disabled for data and log files.

Step 6

Set the initial size of the data and log files according to DB Estimator Tool or from the following table:

Table 13 Data and Log File Size
Database	Data size (MB)	Log Size
<instance>_hds	409600	1024

Configure Unified CCE Agent PG 1

This section explains the configuration procedures you must perform for the Unified CCE Agent PG on both the side A and B.

Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure Unified CCE Encryption Utility
4	Configure CUCM Peripheral Gateway for 4000 Agent Deployment Model
5	Configure Media Routing Peripheral Gateway
6	Configure CTI Server
7	Configure CTI OS Server
8	Install JTAPI
9	Verify Cisco Diagnostic Framework Portico
10	Cisco SNMP Setup

Configure CUCM Peripheral Gateway for 4000 Agent Deployment Model

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on Side A and then repeat the same procedure for Side B.

Prepare to Add PIMs
Add PIM1(CUCM PIM)
After Creating PIMs

Prepare to Add PIMs
Add PIM1(CUCM PIM)
After Creating PIMs

Prepare to Add PIMs

Complete the following procedure to prepare to add PIMs (Peripheral Interface Manager).

Procedure

Step 1	Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
Step 2	Click Add in the ICM Instances pane.
Step 3	In the Add Instance window, select Facility and Instance from the drop-down list.
Step 4	Enter 0 in the Instance Number field. Click Save.
Step 5	Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
Step 6	In the Peripheral Gateway Properties dialog box: Check Production mode. Check Auto start system startup. Check Duplexed Peripheral Gateway. In the PG Node Properties ID field, choose PG1 for Agent PG1 machine or choose PG2 for Agent PG 2 machine. Click the appropriate Side (Side A or Side B). Under Client Type pane, add CUCM to the selected types. Click Next.

Add PIM1(CUCM PIM)

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of Unified Communications Manager as follows:

Procedure

Step 1	Check Enabled.
Step 2	In the Peripheral name field, enter CUCM_PG_1 for Agent PG1 or enter CUCM_PG_2 for Agent PG2.
Step 3	In the Peripheral ID field, enter 5000 for Agent PG1 or enter 5001 for Agent PG2.
Step 4	In the Agent extension length field, enter extension length for this deployment.
Step 5	In the CUCM Parameters pane, configure as follows: In the Service field, enter the hostname of Unified Communications Manager Subscriber. In the User ID field, enter pguser for Agent PG1 or enter pguser2 for Agent PG2. In the User password field, enter the password of the pguser. In the Mobile Agent Codec field, choose G.711 or G.729.
Step 6	Click OK.

After Creating PIMs

Procedure

Step 1

Enter 5000 for Agent PG1 or enter 5001 for Agent PG2 in the Logical Controller ID field.

Step 2

Enter 0 in the CTI Call Wrapup Data delay field.

Step 3

In the Device Management Protocol Properties dialog box, configure as follows:

Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
Choose Call Router is local in the Side A Properties panel.
Choose Call Router is local in the Side B Properties panel.
Accept the default value in the Usable Bandwidth (kbps) field.
Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 4

In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public (Visible) Interfaces.

Step 5

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK.

This step applies only to Side A.

Step 6

Click the QoS button in the public interfaces section. In the PG Visible Link QoS Settings, check Enable QoS and click OK.

This step applies only to Side A.

Step 7

In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 8

In the Check Setup Information dialog box, click Next.

Step 9

In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Media Routing Peripheral Gateway

Complete the following procedures to configure the Unified CCE Media Routing Peripheral Gateway for the Agent PG on Side A and then repeat for Side B. The Media Routing Peripheral Gateway has two PIMs-the MultiChannel PIM and the Outbound PIM.

You must configure this PG, even if Multichannel and Outbound are not used. In that case, this PG remains idle or can be disabled.

Configure Multichannel and Outbound PIM's 4000 Agent Deployment

Configure Multichannel and Outbound PIM's 4000 Agent Deployment

Complete the following procedure to configure multichannel and outbound PIM's.

Procedure

Step 1

Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.

Step 3

In the Peripheral Gateway Properties dialog box:

Check Production Mode.
Check Auto start system startup.
Check Duplexed Peripheral Gateway.
Choose PG4 in the PG node Properties ID field.
Click the appropriate Side (Side A or Side B).
Under Client Type pane, add Media Routing to the selected types.
Click Next.

Step 4

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of Media Routing as follows:

Check Enabled.
In the Peripheral name field, enter MR.
In the Peripheral ID field, enter 5018 for Agent PG1 (Do not create any PIM for Agent PG2).
In the Application Hostname (1), field, enter the host name or the IP address of the Unified WIM and EIM services server.
In the Application connection port (1), field, enter the port number on the Unified WIM and EIM services server that the PIM will use to communicate with the application. The default port is 38001.
In the Application Hostname (2), leave the field blank.
In the Application connection port (2), leave the field blank.
In the Heartbeat interval (sec) field, enter 5.
In the Reconnect interval (sec) field, enter 10.
Click OK.

Step 5

Click Add and configure PIM2 with the client type of Media Routing as follows:

Check Enabled.
In the Peripheral name field, enter MR2 or a name of your choice.
In the Peripheral ID field, enter 5019.
In the Application Hostname(1) field, enter the IP address of Agent PG1 machine on Side A.
In the Application Connection port (1), retain the default value.
In the Application Hostname (2), field, enter the IP address of Agent PG1 machine on Side B.
In the Application Connection port (2), retain the default value.
In the Heartbeat interval (sec) field, enter 5.
In the Reconnect interval (sec) field, enter 10 and click OK.

Step 6

Enter 5003 in the Logical Controller ID field.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field. Click Next.

Step 8

In the Device Management Protocol Properties dialog box, configure as follows:

Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
Choose Call Router is local in the Side A Properties panel.
Choose Call Router is local in the Side B Properties panel.
Accept the default value in the Usable Bandwidth (kbps) field.
Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 9

In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public (Visible) Interfaces.

This step applies only to Side A.

Click the QoS button in the private interfaces section. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK.
Click the QoS button in the public(visible) interfaces section. In the PG Visible Link QoS Settings, check the check box Enable QoS, click OK and click Next.

Step 10

In the Check Setup Information dialog box, click Next.

Step 11

In the Setup Complete dialog box, click Finish.

Step 12

Click Exit Setup.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Install JTAPI

Note

Complete the following procedure to install JTAPI on the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM for Side A and Side B.

Procedure

Step 1	Launch the Unified Communications Manager in a browser (https://{callmanager-hostname}) and log in.
Step 2	Navigate to Application > Plugins. Click Find.
Step 3	Download the Cisco JTAPI 32-bit Client for Windows.
Step 4	Install the downloaded file, accepting all of the default settings.
Step 5	At the prompt, enter the IP address for the Unified Communications Manager TFTP Server, and click Next.
Step 6	Click Finish.

Configure CTI Server

Complete the following procedure to configure the CTI server for Side A and Side B.

Procedure

Step 1

Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

In the Instance Components pane of the Components Setup dialog box click Add.

Step 3

In the Component Selection dialog box, click CTI Server.

Check Production mode.
Check Auto start at system startup.
Check Duplexed CTI Server.
Choose CG1 for Agent PG1 and choose CG2 for Agent PG2.
Note Refer to Table 1, for 12000 agent deployment.
Enter the system ID number corresponding to the Agent PG. For example: Enter 1 for Agent PG1 and 2 for Agent PG2.
Click the appropriate side (Side A or Side B).
Click Next.

Step 4

In the Server Component Properties dialog box, configure as follows:

For Side A, enter 42027 in the Client Connection Port Number field.
For Side B, enter 43027 in the Client Connection Port Number field.

Step 5

Click Next.

Step 6

In the Network Interface Properties dialog box, enter the private interfaces.

Step 7

Enter the public (visible) interfaces and the CG visible interfaces, and click Next.

Step 8

Under the Check Setup Information page, verify all the settings, and click Next.

Step 9

In the Setup Completed dialog box, click Finish.

Step 10

Click Exit Setup.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Unified CCE Agent PG 2

This section explains the configuration procedures you must perform for the Unified CCE Agent PG 2 Sides A and B.

Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure Unified CCE Encryption Utility
4	Configure CUCM Peripheral Gateway for 4000 Agent Deployment Model
5	Configure Outbound PIM for 4000 Agent Deployment
6	Configure CTI Server
7	Configure CTI OS Server
8	Install JTAPI
9	Verify Cisco Diagnostic Framework Portico
10	Cisco SNMP Setup

Configure Outbound PIM for 4000 Agent Deployment

Complete the following procedure to configure the outbound PIM.

Procedure

Step 1

Choose Start > All programs > Cisco Unified CCE Tools >Peripheral Gateway Setup.

Step 2

Click Add in the Instance Components pane, and from the Component Selection dialog box and choose Peripheral Gateway.

Step 3

In the Peripheral Gateway Properties dialog box:

Check Production Mode.
Check Auto start system startup.
Check Duplexed Peripheral Gateway.
Choose PG5 in the PG node Properties ID field.
Click the appropriate Side (Side A or Side B).
Under Client Type pane, add Media Routing to the selected types.
Click Next.

Step 4

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of Media Routing as follows:

Check Enabled.
In the peripheral name field, enter MR1 or a name of your choice.
In the Peripheral ID field, enter 5020.
In the Application Hostname(1) field, enter the IP address of Agent PG2 on Side A.
The Application Connection port (1), retain the default value.
In the Application Hostname (2) field, enter the IP address of Agent PG2 on Side B.
The Application Connection port (2), retain the default value.
In the Heartbeat interval (sec) field, enter 5.
In the Reconnect interval (sec) field, enter 10 and click OK.

Step 5

Enter 5004 for PG5 in the Logical Controller ID field. Leave all other fields with default values and click Next.

Step 6

In the Device Management Protocol Properties dialog box, configure as follows:

Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
Choose Call Router is local in the Side A Properties panel.
Choose Call Router is local in the Side B Properties panel.
Accept the default value in the Usable Bandwidth (kbps) field.
Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 7

In the Peripheral Gateway Network Interface dialog box, enter the PG Private interface and PG Public (visible) interfaces. Click Next.

Step 8

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK.

This step applies only to Side A.

Step 9

Click the QoS button in the visible interfaces section. In the PG Visible Link QoS Settings, check Enable QoS, click OK and click Next.

This step applies only to Side A.

Step 10

Click Next on the Check Setup Information dialog box.

Step 11

In the Setup Complete dialog box, click Finish.

Step 12

Click Exit Wizard.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Unified CCE VRU PG

This table lists the configuration procedures you must perform for the Unified CCE VRU PG for Sides A and Side B.

Table 14 Configure Unified CCE VRU PG for Side A and Side B
Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure Unified CCE Encryption Utility
4	Configure VRU PG
5	Verify Cisco Diagnostic Framework Portico
6	Cisco SNMP Setup

Configure VRU PG

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on Side A and then repeat the same procedure for Side B.

Prepare to Add PIMs
Add VRU PIMs
After Creating PIMs

Prepare to Add PIMs
Add VRU PIMs
After Creating PIMs

Prepare to Add PIMs

Complete the following procedure to prepare to add PIMs (Peripheral Interface Manager).

Procedure

Step 1	Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
Step 2	Click Add in the ICM Instances pane.
Step 3	In the Add Instance window, select Facility and Instance from the drop-down list.
Step 4	Enter 0 in the Instance Number field. Click Save.
Step 5	Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
Step 6	In the Peripheral Gateway Properties dialog box: Check Production mode. Check Auto start system startup. Check Duplexed Peripheral Gateway. Choose PG3 in the PG Node Properties field. Click the appropriate Side (Side A or Side B). Under Client Type pane, add VRU to the selected types. Click Next.

Add VRU PIMs

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM (total Sixteen PIMs) with the Client Type of VRU as follows:

Procedure

Step 1

Check Enabled.

Step 2

In the Peripheral Name, Peripheral ID, and VRU host name fields, enter the following values respective to the CVP servers:

PIMs	Peripheral Name	Peripheral ID for 4000 Agent Deployment	Peripheral ID for Small Contact Center Agent Deployment	VRU Host name
PIM1	CVP_PG_1A	5002	5001	IP Address of CVP 1A
PIM2	CVP_PG_1B	5003	5002	IP Address of CVP 1B
PIM3	CVP_PG_2A	5004	5003	IP Address of CVP 2A
PIM4	CVP_PG_2B	5005	5004	IP Address of CVP 2B
PIM5	CVP_PG_3A	5006	5005	IP Address of CVP 3A
PIM6	CVP_PG_3B	5007	5006	IP Address of CVP 3B
PIM7	CVP_PG_4A	5008	5007	IP Address of CVP 4A
PIM8	CVP_PG_4B	5009	5008	IP Address of CVP 4B
PIM9	CVP_PG_5A	5010	5009	IP Address of CVP 5A
PIM10	CVP_PG_5B	5011	5010	IP Address of CVP 5B
PIM11	CVP_PG_6A	5012	5011	IP Address of CVP 6A
PIM12	CVP_PG_6B	5013	5012	IP Address of CVP 6B
PIM13	CVP_PG_7A	5014	5013	IP Address of CVP 7A
PIM14	CVP_PG_7B	5015	5014	IP Address of CVP 7B
PIM15	CVP_PG_8A	5016	5015	IP Address of CVP 8A
PIM16	CVP_PG_8B	5017	5016	IP Address of CVP 8B

Step 3

In the VRU connect port field, enter 5000.

Step 4

In the Reconnect interval (sec) field, enter 10.

Step 5

In the Heartbeat interval (sec) field, enter 5.

Step 6

In the DSCP field, choose CS(324).

Step 7

Click OK.

Step 8

Repeat the above steps for the remaining PIMs.

After Creating PIMs

Procedure

Step 1

Enter the appropriate Peripheral ID in the Logical Controller ID field.

Step 2

Enter 0 in the CTI Call Wrapup Data delay field.

Step 3

In the VRU Reporting pane, select Service Control and check Queue Reporting. Click Next.

Step 4

In the Device Management Protocol Properties dialog box, configure as follows:

Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
Choose Call Router is local in the Side A Properties panel.
Choose Call Router is local in the Side B Properties panel.
Accept the default value in the Usable Bandwidth (kbps) field.
Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 5

In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public (Visible) Interfaces.

Step 6

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK.

This step applies only to Side A.

Step 7

Click the QoS button in the Public (Visible) Interfaces section. In the PG Visible Link QoS Settings, check the check box Enable QoS, click OK and click Next.

This step applies only to Side A.

Step 8

In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 9

In the Check Setup Information dialog box, click Next.

Step 10

In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Unified Intelligence Center

Follow these tasks to configure Unified Intelligence Center.

Sequence	Task	Done?
1	Configure Unified Intelligence Center Publisher
2	Configure Unified Intelligence Center Subscriber
3	Install VMware Tools
4	Configure Unified Intelligence Center Reporting
5	Configure Unified Intelligence Center Administration
6	Configure SNMP

Configure Live Data Reporting System

Sequence	Task	Done?
1	Configure Live Data AW-Access
2	Configure Live Data Machine Services
3	Configure Live Data Unified Intelligence Data Sources
4	Configure Live Data Reporting Interval
5	Import Live Data Reports
6	Add Certificate for HTTPS Gadget

Create Customer Instance for Small Contact Center Agent Deployment Model

Follow these sequence of tasks to create the customer instance to deploy small agent for Cisco HCS for Contact Center. After each task, return to this page and mark the task “done” and continue the sequence.

Table 15 Create Customer Instance for core components
Sequence	Task	Done
1	Upgrade VMware Tools
2	Set Up Virtual Machine Startup and Shutdown
3	Create DNS Server for Finesse in Small Contact Center Deployment
4	Configure Unified CCE Rogger for Small Contact Center Agent Deployment
5	Configure Unified CCE AW-HDS-DDS
6	Configure Unified CCE VRU PG
7	Configure Unified CVP
8	Configure Cisco IOS Enterprise Voice Gateway
9	Configure Unified Intelligence Center

Table 16 Configure Dedicated Components Sub Customer Option
Sequence	Task	Done
1	Set Up Virtual Machine Startup and Shutdown
2	Configure Unified CCE Agent PG for Small Contact Center Agent Deployment
3	Configure Unified Communications Manager
4	Increase the SW MTP and SW Conference Resources
5	Configure Cisco Finesse

Table 17 Configure Shared Components Sub Customer Option
Sequence	Task	Done
1	Set Up Virtual Machine Startup and Shutdown
2	Configure Unified CCE Agent PG for Small Contact Center Agent Deployment
3	Configure Shared Unified Communications Manager
4	Configure Cisco Finesse

After creating customer instance for shared core components and sub customer components for small contact center agent deployment, configure unified CCDM to integrate with the Internet Script Editor. See Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with CCDM

Configure Unified CCE Rogger for Small Contact Center Agent Deployment
Configure Unified CCE Agent PG for Small Contact Center Agent Deployment
Increase the SW MTP and SW Conference Resources
Configure Shared Unified Communications Manager
Create DNS Server for Finesse in Small Contact Center Deployment

Configure Unified CCE Rogger for Small Contact Center Agent Deployment

This section explains the configuration procedures you must perform for the Unified CCE Rogger.

Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure the Domain Manager
4	Configure Unified CCE Encryption Utility
5	Configure SQL Server
6	Configure Secondary Drive
7	Configure the Unified CCE Logger
8	Configure Unified CCE Router for Small Contact Center
9	Load Base Configuration for Small Contact Center Agent Deployment
10	Verify Cisco Diagnostic Framework Portico
11	Cisco SNMP Setup

Load Base Configuration for Small Contact Center Agent Deployment
Configure Unified CCE Router for Small Contact Center

Load Base Configuration for Small Contact Center Agent Deployment

Complete this procedure to upload the following base configuration parameters. For more information on base configuration parameter see Base Configuration Parameters for Small Contact Center Agent Deployment.

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

Procedure

Step 1	Download the HCS-10(1)-100-Agent-Day1-Configuration.zip file. Save it locally and unzip it.
Step 2	Download the Domain_Update_Tool.zip file. Save it locally and unzip it.
Step 3	Copy the configuration folder to the local drive of CCE Rogger on Side A.
Step 4	Open the ICMDBA Tool on the CCE Rogger on Side A.
Step 5	Select the CCE Rogger and expand the tree to <instance name>_sideA.
Step 6	Select Data on the menu bar and click Import.
Step 7	Browse to locate the configuration folder and click Open.
Step 8	Click OK and then click Import.
Step 9	Click Start and then click OK on all messages.
Step 10	Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell. Respond as follows: For Server name, enter the computer name of the CCE Rogger Side A. For Database name, enter <instance_sideA (Logger database)>. For Domain Name, enter the customer's domain name.
Step 11	Return to the ICMDBA tool. Open Data on the menu bar and click Synchronize. Enter the hostname for the CCE Rogger on Side A. Enter the database name as <instance name>_sideA for the source side. Enter the hostname for the CCE Rogger on Side B. Enter the database name as <instance name>_sideB for the target side. Click Synchronize.
Step 12	Click Start and then click OK on all messages.

Configure Unified CCE Router for Small Contact Center

Complete the following procedure to configure the Unified CCE Router.

Procedure

Step 1

Launch the Unified CCE Web Setup.

Step 2

Step 3

Navigate to Component Management > Routers.

Step 4

Click Add to set up the Call Router.

Step 5

In the Deployment window, select the appropriate Side .

Step 6

Select Duplexed and click Next.

Step 7

In the Router Connectivity window, configure the Private Interface and Public (Visible) Interfaces. Click Next.

Step 8

In the Enable Peripheral Gateways dialog box, enter 1-80 in the Enable Peripheral Gateways field. Click Advanced below to expand.

Step 9

Under Advanced, in the Enable Peripheral Gateway dialog box, enter 81-150. Click Next .

Step 10

In the Router Options window, configure the following, and click Next .

Check Enable Database Routing
Check Enable Quality of Service (QoS). (Applicable to Side A only.)

Step 11

In Router Quality of Service window, click Next .

Step 12

In the Summary window, make sure that the Router summary is correct, then click Finish .

Note

Do not start service until all ICM components are installed.

Configure Unified CCE Agent PG for Small Contact Center Agent Deployment

This section explains the configuration procedures you must perform for the Unified CCE Agent PG for small contact center agent deployment Sides A and B.

Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure the Domain Manager
4	Configure Unified CCE Encryption Utility
5	Configure CUCM Peripheral Gateway for Small Contact Center Agent Deployment Model
6	Configure Media Routing Peripheral Gateway for Small Contact Center Agent Deployment Model
7	Configure CTI Server for Small Contact Center Agent Deployment Model
8	Configure CTI OS Server
9	Install JTAPI
10	Verify Cisco Diagnostic Framework Portico
11	Cisco SNMP Setup

Configure CUCM Peripheral Gateway for Small Contact Center Agent Deployment Model
Configure CTI Server for Small Contact Center Agent Deployment Model
Configure Media Routing Peripheral Gateway for Small Contact Center Agent Deployment Model

Configure CUCM Peripheral Gateway for Small Contact Center Agent Deployment Model

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on Side A and then repeat the same procedure for Side B.

Add Agent PG Using Unified CCE Configuration Manager
Prepare to Add PIMs
Add PIM1(CUCM PIM)
After Creating PIMs

Add Agent PG Using Unified CCE Configuration Manager
Prepare to Add PIMs
Add PIM1(CUCM PIM)
After Creating PIMs

Add Agent PG Using Unified CCE Configuration Manager

Complete the following procedure to add an Agent PG using Unified CCE Configuration Manager.

Procedure

Step 1	On the Unified CCE Admin Workstation Server, navigate to Start > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.
Step 2	In Configuration Manager Window, expand Tools > Explorer Tools and open PG Explorer.
Step 3	Click Add PG and enter the following values in Logical Controller pane. In the Peripheral name, enter CUCM_PG_XX, where XX is the Agent PG number. In the Client type, choose CUCM.
Step 4	Click on the Peripheral under PG and enter the following values in Peripheral tab. In the Default desk settings filed, choose Default_Agent_Desk_settings. Check Enable post routing.
Step 5	Click on the Routing client tab and enter a name for Routing client.
Step 6	Click Save and Close.
Step 7	In the Configuration Manager window, choose Tools > Explorer Tools > Network VRU Explorer .
Step 8	Choose Retrieve > CVP_Network_VRU > Add Label, enter the routing client you have created in Step 5 and enter the label value as 7777777777 .
Step 9	Click Save and Close.
Step 10	In Configuration Manager window, choose List Tools > Agent Targeting.
Step 11	Click Retrieve > Select Add > In the Attributes field Enter Name > Select the Peripheral as CUCM PG > Select the Rule Type as Agent Extension > Routing Client > Add and select the newly added Routing Client and all the CVP routing clients available > Extension Range > Add the supported extension range.
Step 12	Click Save and Close.

Prepare to Add PIMs

Complete the following procedure to prepare to add PIMs (Peripheral Interface Manager).

Procedure

Step 1	Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.
Step 2	Click Add in the ICM Instances pane.
Step 3	In the Add Instance window, select Facility and Instance from the drop-down list.
Step 4	Enter 0 in the Instance Number field. Click Save.
Step 5	Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.
Step 6	In the Peripheral Gateway Properties dialog box: Uncheck Production mode. Uncheck Auto start system startup. Check Duplexed Peripheral Gateway. In the PG Node Properties ID field, choose PGXX where XX is the Agent PG number Click the appropriate Side (Side A or Side B). Under Client Type pane, add CUCM to the selected types. Click Next.

Add PIM1(CUCM PIM)

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of Unified Communications Manager as follows:

Procedure

Step 1	Check Enabled.
Step 2	In the Peripheral name field, enter CUCM_PG_XX, where XX is the Agent PG number
Step 3	In the Peripheral ID field, Refer to PG explorer and enter the value.
Step 4	In the Agent extension length field, enter 8 as extension length for this deployment.
Step 5	In the CUCM Parameters pane, configure as follows: In the Service field, enter the hostname of Unified Communications Manager Subscriber. In the User ID field, enter pguser. In the User password field, enter the password of the pguser. In the Mobile Agent Codec field, choose G.711 or G.729.
Step 6	Click OK.

After Creating PIMs

Procedure

Step 1

Refer to PG Explorer and Enter the value in the Logical Controller ID field.

Step 2

Enter 0 in the CTI Call Wrapup Data delay field and Click Next.

Step 3

In the Device Management Protocol Properties dialog box, configure as follows:

Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
Choose Call Router is local in the Side A Properties panel.
Choose Call Router is local in the Side B Properties panel.
Accept the default value in the Usable Bandwidth (kbps) field.
Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 4

In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Public (Visible) Interfaces.

Step 5

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK. This step applies only to Side A.

Step 6

Click the QoS button in the public (visible) interfaces section. In the PG Visible Link QoS Settings, check Enable QoS and click OK. This step applies only to Side A.

Step 7

In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 8

In the Check Setup Information dialog box, click Next.

Step 9

In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure CTI Server for Small Contact Center Agent Deployment Model

Before You Begin

Complete the following procedure to configure the CTI server for Side A and Side B.

Procedure

Step 1

Choose Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

In the Instance Components pane of the Components Setup dialog box click Add.

Step 3

In the Component Selection dialog box, click CTI Server.

Uncheck Production mode.
Uncheck Auto start at system startup.
Check Duplexed CTI Server.
Choose CGXX where XX is the PG number.
Enter XX as ICM System ID where XX is the Agent PG number.
Click the appropriate side (Side A or Side B).
Click Next.

Step 4

In the Server Component Properties dialog box, configure as follows:

For Side A, enter 42027 in the Client Connection Port Number field.
For Side B, enter 43027 in the Client Connection Port Number field.

Step 5

Click Next.

Step 6

In the CTI Server Network Interface Properties dialog box, enter the PG private interfaces, CG private interfaces, and CG visible interfaces details and click Next.

Step 7

Under the Check Setup Information page, verify all the settings, and click Next.

Step 8

In the Setup Completed dialog box, click Finish.

Step 9

Click Exit Setup.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Media Routing Peripheral Gateway for Small Contact Center Agent Deployment Model

Add Media Routing PG Using Unified CCE Configuration Manager

Complete the following procedure to add a Media Routing PG using Unified CCE Configuration Manager.

Procedure

Step 1	On the Unified CCE Admin Workstation Server, navigate to Start > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.
Step 2	In Configuration Manager Window, expand Tools > Explorer Tools and open PG Explorer.
Step 3	Click Add PG and enter the following values in Logical Controller pane. In the Peripheral name, enter MR_PG_XX, where XX is the MR PG number. In the Client type, choose MediaRouting.
Step 4	Click on the Peripheral under PG and enter the following values. In the Peripheral tab, rename the Name field and Peripheral name field as MultiMedia_XX (XX is MR PG number) and Check Enable post routing. In the Routing Client tab, enter a name for Multimedia Routing client. In the Advanced tab, set the Network VRU as MR_Network_VRU
Step 5	Click (2) Add Peripheral button and enter the following values. In the Peripheral tab, rename the Name field and Peripheral name field as Outbound_XX (XX is MR PG number) andCheck Enable post routing. In the Routing Client tab, enter a name for Multimedia Routing client. In the Advanced tab,set the Network VRU as MR_Network_VRU
Step 6	Click Save and Close.
Step 7	In Configuration Manager, Click List Tools, Select Agent Targeting Rule.
Step 8	Click Retrieve, Select Add, In the Attributes Tab Enter Name, In the Peripheral list, Select CUCM PG, Select Rule Type as Agent Extension, In the Routing Client section, Select Add and select the newly added Outbound Routing Client, Click OK. In the Extension Ranges section, Click Add and Provide the supported extension range, Click OK.
Step 9	Click Save and Close.

Configure Media Routing Peripheral Gateway for Small Contact Center Agent Deployment Model

Complete the following procedure to configure Media Routing Peripheral gateway on Side A and then repeat the same procedure for Side B.

Procedure

Step 1

Choose Start > Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.

Step 3

In the Peripheral Gateway Properties dialog box:

Check Production Mode.
Check Auto start system startup.
Check Duplexed Peripheral Gateway.
Choose PG in the PG node Properties ID field.
Click the appropriate Side (Side A or Side B).
Under Client Type pane, add Media Routing to the selected types.
Click Next.

Step 4

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of Media Routing as follows:

Check Enabled.
In the Peripheral name field, enter MR.
In the Peripheral ID field, enter Peripheral ID for Media Routing. Get the ID form PG Explorer tool.
In the Application Hostname (1), field, enter the host name or the IP address of the Unified WIM and EIM services server.
In the Application connection port (1), field, enter the port number on the Unified WIM and EIM services server that the PIM will use to communicate with the application. The default port is 38001.
In the Application Hostname (2), leave the field blank.
In the Application connection port (2), leave the field blank.
In the Heartbeat interval (sec) field, enter 5.
In the Reconnect interval (sec) field, enter 10.
Click OK.

Step 5

Click Add and configure PIM2 with the client type of Media Routing as follows:

Check Enabled.
In the Peripheral name field, enter MR2 or a name of your choice.
In the Peripheral ID field, Get the Peripheral ID from PG explorer.
In the Application Hostname(1) field, enter the IP address of Agent PG1 machine on Side A.
In the Application Connection port (1), retain the default value.
In the Application Hostname (2), field, enter the IP address of Agent PG1 machine on Side B.
In the Application Connection port (2), retain the default value.
In the Heartbeat interval (sec) field, enter 5.
In the Reconnect interval (sec) field, enter 10 and click OK.

Step 6

Enter the Logical Controller ID field.Get the ID from PG explorer.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field. Click Next.

Step 8

In the Device Management Protocol Properties dialog box, configure as follows:

Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
Choose Call Router is local in the Side A Properties panel.
Choose Call Router is local in the Side B Properties panel.
Accept the default value in the Usable Bandwidth (kbps) field.
Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 9

In the Peripheral Gateway Network Interfaces dialog box, enter the Private Interfaces and the Visible Interfaces details. This step applies only to Side A.

Click the QoS button in the private interfaces section. In the PG Private Link QoS Settings, check the check box Enable QoS and click OK.
Click the QoS button in the public(visible) interfaces section. In the PG Visible Link QoS Settings, check the check box Enable QoS, click OK and click Next.

Step 10

In the Check Setup Information dialog box, click Next.

Step 11

In the Setup Complete dialog box, click Finish.

Step 12

Click Exit Setup.

Note

Do not start Unified ICM/CCNodeManager until all ICMcomponents are installed.

Increase the SW MTP and SW Conference Resources

Procedure

Step 1	Login to the CUCM Administration web page.
Step 2	Under the System tab, select the Service Parameter.
Step 3	Select the CUCM server from the drop-down list.
Step 4	Select the Cisco IP Voice Media Streaming App service.
Step 5	Modify the Conference Bridge (CFB) parameters and the Media Termination Point (MTP) parameters field as following: SW CFB: Default total conference parties : 48 (16 CFB 3-party sessions) Maximum conference parties : 256 (85 CFB 3-party sessions) SW MTP: Default total MTP parties : 48 (24 MTP sessions with 2-parties per session) Maximum MTP parties : 512 (256 MTP sessions)

Configure Shared Unified Communications Manager

Follow this sequence of tasks to configure shared Unified Communications Manager:

Sequence	Task	Done?
1	Configure Unified Communications Manager Publisher
2	Configure Unified Communications Manager Subscriber
3	Install VMware Tools
4	Unified Communications Manager License
5	Activate Services
6	Validate Clusterwide Domain Configuration
7	Install JTAPI on Unified CCE Servers
8	Configure SNMP
9	Setup Partition
10	Setup Calling Search Space
11	Associate CSS and Partition with Phones and Lines
12	Associate CSS with Trunk

Create DNS Server for Finesse in Small Contact Center Deployment

Few VOS machines (like Finesse) require a DNS server resolution to be locally available in the same network for successful VOS installation. It is recommended to install DNS in the Sub customer network for Small Contact Center deployment.

Complete the following procedures to create DNS server:

Enable DNS server
Configure DNS Server

Enable DNS server

Procedure

Step 1	Login in the Server machine in Sub customer network
Step 2	Navigate to Administrative Tools > Server Manager
Step 3	On Left side pane, Click Roles.
Step 4	In the Roles window, Click Add Roles.
Step 5	Click Next in the Add Roles Wizard.
Step 6	In Select Server Roles window, Check DNS Server. Click Next.
Step 7	In DNS server Window, Click Next.
Step 8	In Confirm Installation Selections, Click Install and Close Wizard after installation.

Configure DNS Server

Procedure

Step 1

Navigate to Start > Administrative Tools > DNS.

Step 2

Expand the Server on Left side pane.

Step 3

Right-click on Forward Lookup Zones and Click New Zone.

Step 4

In the New Zone Wizard, Click Next.

Step 5

In the Zone type window, choose Primary zone. Click Next.

Step 6

In the Zone Name window, Enter the Fully qualified DNS name. Click Next.

Step 7

In Zone File window, Choose Create a new file with this file name. Click Next.

Step 8

In the Dynamic Update window, Choose Do not allow dynamic updates. Click Next

Step 9

Click Finish.

Step 10

Right-click on Reverse Lookup Zones and Click New zone.

Step 11

In the New Zone Wizard, Click Next

Step 12

In the Zone type window, choose Primary zone. Click Next.

Step 13

In the Reverse Lookup Zone Name, choose IPv4 Reverse Lookup Zone. Click Next.

Step 14

Enter the first three octets of IP address in Network field. Click Next.

Note

For Small Contact Center deployment model customer needs to add reverse lookup zone for both shared and Internal IP's, only if customer is using shared DNS for finesse Installation.

Example: Create Reverse Lookup zone for 10.10.10.X (Shared IP) and 20.20.20.X (Internal IP).

Step 15

In Zone File window, Choose Create a new file with this file name. Click Next.

Step 16

In the Dynamic Update window, Choose Do not allow dynamic updates. Click Next.

Step 17

Click Finish.

Configure Host in DNS Server

Procedure

Step 1

Navigate to DNS Manager.

Step 2

Right click on the Forward domain zone. Select New Host (A or AAAA).

Step 3

Enter Host Name.

Step 4

Enter IP address of the host.

Step 5

Check the Create associated pointer (PTR) Record check box. Click Add host.

Step 6

Click Ok. Click Done

Note

For Small Contact Center Deployment model the below steps should be followed, only if customer is using shared DNS for finesse installation:

Customer should add Finesse internal IP (Not the natted IP ) in both Forward and Reverse lookup zone of shared DNS.
Customer need to add unique Finesse hostname in DNS server whereas the IP address could be same.
Once the finesse primary and secondary installation is Done successfully, remove the host entry only from Reverse look up zone of Finesse Internal IP.
The OS customization of Finesse servers for all sub customers should be done in sequential manner not in parallel.

Create Customer Instance for 12000 Agent Deployment Model

Follow this sequence of tasks to create the customer instance to deploy 12000 agent for Cisco HCS for Contact Center. After each task, return to this page to mark the task "done" and continue the sequence.

Table 18 Create customer instance for 12000 agent deployment of Cisco HCS for Contact Center
Sequence	Task	Done?
1	Upgrade VMware Tools
2	Set Up Virtual Machine Startup and Shutdown
3	Create a Domain Controller Server
4	Configure Unified CCE Logger
5	Configure Unified CCE Router
6	Configure Unified CCE AW-HDS
7	Configure Unified CCE HDS-DDS
8	Configure Unified CCE Agent PG’s for 12000 Agent Deployment
9	Configure Unified CCE VRU PG’s for 12000 Agent Deployment
10	Configure Unified CVP
11	Configure Cisco IOS Enterprise Voice Gateway
12	Configure Unified Communications Manager
13	Configure Unified Intelligence Center
14	Configure Live Data Reporting System
15	Configure Cisco Finesse

Configure Unified CCE Logger
Configure Unified CCE Router
Configure Unified CCE AW-HDS
Configure Unified CCE HDS-DDS
Configure Unified CCE Agent PG’s for 12000 Agent Deployment
Configure Unified CCE VRU PG’s for 12000 Agent Deployment
Configure Unified Intelligence Center
Configure Live Data Reporting System

Configure Unified CCE Logger

This section explains the configuration procedures you must perform for the Unified CCE Logger.

Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure the Domain Manager
4	Configure Unified CCE Encryption Utility
5	Configure SQL Server
6	Configure Secondary Drive
7	Configure the Unified CCE Logger
8	Load Base Configuration
9	Verify Cisco Diagnostic Framework Portico
10	Cisco SNMP Setup

Load Base Configuration

Load Base Configuration

Complete this procedure to upload the following base configuration parameters. For more information on base configuration parameter see Base Configuration Parameters for 12000 Agent Deployment.

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

Procedure

Step 1	Download the HCS-10(1)-12000-Agent-Day1-Configuration.zip file. Save it locally and unzip it.
Step 2	Download the Domain_Update_Tool.zip file. Save it locally and unzip it.
Step 3	Copy the configuration folder to the local drive of CCE Logger on Side A.
Step 4	Open the ICMDBA Tool on the CCE Logger on Side A.
Step 5	Select the CCE Logger and expand the tree to <instance name>_sideA.
Step 6	Select Data on the menu bar and click Import.
Step 7	Browse to locate the configuration folder and click Open.
Step 8	Click OK and then click Import.
Step 9	Click Start and then click OK on all messages.
Step 10	Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell. Respond as follows: For Server name, enter the computer name of the CCE Logger Side A. For Database name, enter <instance_sideA (Logger database)>. For Domain Name, enter the customer's domain name.
Step 11	Return to the ICMDBA tool. Open Data on the menu bar and click Synchronize. Enter the hostname for the CCE Logger on Side A. Enter the database name as <instance name>_sideA for the source side. Enter the hostname for the CCE Logger on Side B. Enter the database name as <instance name>_sideB for the target side. Click Synchronize.
Step 12	Click Start and then click OK on all messages.

Configure Unified CCE Router

This section explains the configuration procedures you must perform for the Unified CCE Router.

Sequence	Task	Done?
1	Configure Network Cards
2	Validate Network Card
3	Configure Unified CCE Encryption Utility
4	Configure the Unified CCE Router
5	Verify Cisco Diagnostic Framework Portico
6	Cisco SNMP Setup

Configure Unified CCE AW-HDS

This section explains the configuration procedures you must perform for the Unified CCE AW-HDS for Sides A and B.

Table 19 Configuring Unified CCE AW-HDS for Side A and Side B
Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure Unified CCE Encryption Utility
4	Configure SQL Server
5	Configure Secondary Drive
6	AW-HDS
7	Verify Cisco Diagnostic Framework Portico
8	Cisco SNMP Setup
9	Final Tasks

AW-HDS

AW-HDS

Create Instance
Create HDS Database
Configure AW-HDS
Database and Log File Size

Configure AW-HDS

Configure AW-HDS

Complete the following procedure to install the Cisco Unified CCE Administration Server & Real-time, Historical Data Server (AW-HDS).

Procedure

Step 1

Choose Component Management>Administration & Data Servers.

Step 2

Click Add.

Step 3

On the Deployment window, choose the current instance.

Step 4

On the Add Administration & Data Servers window, configure as follows:

Click Enterprise.
Click Large deployment size.
Click Next.

Step 5

On the Server Role in Large Deployment window, configure as follows:

Choose the option Administration Server and Real-time and Historical Data Server (AW-HDS).
Click Next.

Step 6

On the Administration & Data Servers Connectivity window, configure as follows:

Select Primary Administration & Data Server.
Enter the hostname of the secondary AW-HDS in the Secondary Administration & Data Server field.

Enter the site name in Primary/Secondary Pair (Site) Name field.

Note

Ensure that the site name match with the site name defined under PG Explorer > Agent Peripheral > Agent Distribution .

Click Next.

Step 7

On the Database and Options window, configure as follows:

In the Create Database(s) on Drive field, select the secondary drive (typically D or E).
Check the Configuration Management Service (CMS) Node.
Check Internet Script Editor (ISE) Server.
Click Next.

Step 8

On the Central Controller Connectivity window, configure as follows:

For Router Side A enter the host name/IP address machine where Router A resides.
For Router Side B enter the host name/IP address machine where Router B resides.
For Logger Side A enter the host name/IP address machine where Logger A resides.
For Logger Side B enter the host name/IP address machine where Logger B resides.
Enter the Central Controller Domain Name .
Click Central Controller Side A Preferred .
Click Next .

Step 9

Review the Summary window, and click Finish.

Note

Do not start services until all ICM components are installed.

Configure Unified CCE HDS-DDS

This section explains the configuration procedures you must perform for the Unified CCE HDS-DDS for Sides A and B.

Table 20 Configuring Unified CCE HDS-DDS for Side A and Side B
Sequence	Task	Done?
1	Configure Network Cards
2	Validate Network Card
3	Configure Unified CCE Encryption Utility
4	Configure SQL Server
5	Configure Secondary Drive
6	HDS-DDS
7	Verify Cisco Diagnostic Framework Portico
8	Cisco SNMP Setup

HDS-DDS

HDS-DDS

Create Instance
Create HDS Database
Configure HDS-DDS
Database and Log File Size

Configure HDS-DDS

Configure HDS-DDS

Complete the following procedure to install the Cisco Unified CCE Administration Server & Real-time, Historical Data Server (AW-HDS).

Procedure

Step 1

Choose Component Management>Administration & Data Servers.

Step 2

Click Add.

Step 3

On the Deployment window, choose the current instance.

Step 4

On the Add Administration & Data Servers window, configure as follows:

Click Enterprise.
Click Large deployment size.
Click Next.

Step 5

On the Server Role in Large Deployment window, configure as follows:

Choose the option Historical Data Server and Detailed Data Server (HDS-DDS).
Click Next.

Step 6

On the Administration & Data Servers Connectivity window, configure as follows:

Select Primary Administration & Data Server.
Enter the hostname of the secondary HDS-DDS in the Secondary Administration & Data Server field.

Enter the site name in Primary/Secondary Pair (Site) Name field.

Note

Ensure that the site name match with the site name defined under PG Explorer > Agent Peripheral > Agent Distribution .

Click Next.

Step 7

On the Database and Options window, configure Create Database(s) on Drive field, select the secondary drive (typically D or E).

Step 8

On the Central Controller Connectivity window, configure as follows:

For Router Side A enter the host name/IP address machine where Router A resides.
For Router Side B enter the host name/IP address machine where Router B resides.
For Logger Side A enter the host name/IP address machine where Logger A resides.
For Logger Side B enter the host name/IP address machine where Logger B resides.
Enter the Central Controller Domain Name .
Click Central Controller Side A Preferred .
Click Next .

Step 9

Review the Summary window, and click Finish.

Note

Do not service until all ICM components are installed.

Configure Unified CCE Agent PG’s for 12000 Agent Deployment

This section explains the configuration procedures you must perform for the Unified CCE PG side A and B. HCS for CC 12000 Agent Deployment model requires 6 Agent PG servers. Please repeat the configuration procedures for each Agent PG Server.

Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure the Domain Manager
4	Configure Unified CCE Encryption Utility
5	Configure CUCM Peripheral Gateway for 12000 Agent Deployment
6	Configure Media Routing Peripheral Gateway for 12000 Agent Deployment
7	Configure CTI Server
8	Configure CTI OS Server
9	Install JTAPI
10	Verify Cisco Diagnostic Framework Portico
11	Cisco SNMP Setup

Configure CUCM Peripheral Gateway for 12000 Agent Deployment
Configure Media Routing Peripheral Gateway for 12000 Agent Deployment

Configure CUCM Peripheral Gateway for 12000 Agent Deployment

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on SideA and then repeat the same procedure for Side B. HCS for CC 12000 Agent Deployment model requires 6 Agent PG servers. Repeat the configuration procedures for each Agent PG Server that are mentioned below:

Table 21 Agent PG Table
Agent PG Server	PG Node	CG Node	Peripheral ID	Service	User ID	Logical Controller ID
Agent PG 1	PG1	CG1	5000	IP Address of CUCM 1 SUB 1	pguser	5000
Agent PG 2	PG2	CG2	5001	IP Address of CUCM 1 SUB 2	pguser2	5001
Agent PG 3	PG3	CG3	5002	IP Address of CUCM 2 SUB 1	pguser	5002
Agent PG 4	PG4	CG4	5003	IP Address of CUCM 2 SUB 2	pguser2	5003
Agent PG 5	PG5	CG5	5004	IP Address of CUCM 3 SUB 1	pguser	5004
Agent PG 6	PG6	CG6	5005	IP Address of CUCM 3 SUB 2	pguser2	5005

Procedure

Step 1

Choose Start >All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the ICM Instances pane.

In the Add Instance window, select Facility and Instance from the drop-down list.
Enter 0 in the Instance Number field. Click Save.

Step 3

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.

Step 4

In the Peripheral Gateway Properties dialog box:

Check Production Mode.
Check Auto start system startup.
Check Duplexed Peripheral Gateway.
Refer to Table 1 and choose the appropriate PG in the PG node Properties ID field.
Click the appropriate Side (Side A or Side B).
Under Client Type pane, add CUCM to the selected types.
Click Next.

Step 5

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIM1 with the Client Type of CUCM as follows:

Check Enabled.
In the Peripheral name field, enter a name of your choice.
n the Peripheral ID field, Refer to Table 1 and choose the appropriate Peripheral ID.
In the Agent extension length field, enter extension length for this deployment.
In the Unified Communications Manager Parameters pane, configure as follows:
- In the Service field, Refer to Table 1 and enter the appropriate IP address of Unified Communications Manager Subscriber.
- In the User ID field, Refer to Table 1 and enter the appropriate User ID.
- In the User password field, enter the password of the user that will be created on Unified Communications Manager.
In the Mobile Agent Codec field, choose either G711 ULAW/ALAW or G.729.
Click OK.

Step 6

Refer to Table 1 and Enter the appropriate value in the Logical Controller ID field.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field. Click Next.

Step 8

In the Device Management Protocol Properties dialog box, configure as follows:

Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
Choose Call Router is Local in Side A Properties panel.
Choose Call Router is Local in Side B Properties panel.
Accept the default value in the Usable Bandwidth (kbps) field.
Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 9

In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public (Visible) Interfaces.

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK. This step applies only to Side A.
Click the QoS button in the Public (Visible) Interfaces section. In the PG Visible Link QoS Settings, check Enable QoS, click OK. This step applies only to Side A.
In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 10

In the Check Setup Information dialog box, click Next.

Step 11

In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Media Routing Peripheral Gateway for 12000 Agent Deployment

Add Media Routing PG Using Unified CCE Configuration Manager

Configure Unified CCE VRU PG’s for 12000 Agent Deployment

This section explains the configuration procedures you must perform for the Unified CCE PG side A and B. HCS for CC 12000 Agent Deployment model requires three VRU PG servers. Please repeat the configuration procedures for each Agent PG Server.

Table 22 Configure Unified CCE Agent PG’s for 12000 agent deployment
Sequence	Task	Done?
1	Configure Network Cards
2	Verify the Machine in Domain
3	Configure Unified CCE Encryption Utility
4	Configure VRU Peripheral Gateway for 12000 Agent Deployment
5	Verify Cisco Diagnostic Framework Portico
6	Cisco SNMP Setup

Configure VRU Peripheral Gateway for 12000 Agent Deployment

Configure VRU Peripheral Gateway for 12000 Agent Deployment

Complete the following tasks to configure the Unified CCE peripheral gateways for the PG Server on SideA and then repeat the same procedure for Side B. HCS for CC 12000 Agent Deployment model requires three VRU PG servers. Repeat the configuration procedures for each Agent PG Server that are mentioned below:

Table 23 VRU PG Table
VRU PG Server	PG Node	Logical Controller ID	PIM	Peripheral ID	VRU Hostname	PIM	Peripheral ID	VRU Hostname
VRU PG 1	PG7	5006	PIM1	5006	CVP server 1A	PIM2	5007	CVP server 1B
			PIM3	5008	CVP server 2A	PIM4	5009	CVP server 2B
			PIM5	5010	CVP server 3A	PIM6	5011	CVP server 3B
			PIM7	5012	CVP server 4A	PIM8	5013	CVP server 4B
			PIM9	5014	CVP server 5A	PIM10	5015	CVP server 5B
			PIM11	5016	CVP server 6A	PIM12	5017	CVP server 6B
			PIM13	5018	CVP server 7A	PIM14	5019	CVP server 7B
			PIM15	5020	CVP server 8A	PIM16	5021	CVP server 8B
VRU PG 2	PG8	5007	PIM1	5022	CVP server 9A	PIM2	5023	CVP server 9B
			PIM3	5024	CVP server 10A	PIM4	5025	CVP server 10B
			PIM5	5026	CVP server 11A	PIM6	5027	CVP server 11B
			PIM7	5028	CVP server 12A	PIM8	5029	CVP server 12B
			PIM9	5030	CVP server 13A	PIM10	5031	CVP server 13B
			PIM11	5032	CVP server 14A	PIM12	5033	CVP server 14B
			PIM13	5034	CVP server 15A	PIM14	5035	CVP server 15B
			PIM15	5036	CVP server 16A	PIM16	5037	CVP server 16B
VRU PG 3	PG9	5008	PIM1	5038	CVP server 17A	PIM2	5039	CVP server 17B
			PIM3	5040	CVP server 18A	PIM4	5041	CVP server 18B
			PIM5	5042	CVP server 19A	PIM6	5043	CVP server 19B
			PIM7	5044	CVP server 20A	PIM8	5045	CVP server 20B
			PIM9	5046	CVP server 21A	PIM10	5047	CVP server 21B
			PIM11	5048	CVP server 22A	PIM12	5049	CVP server 22B
			PIM13	5050	CVP server 23A	PIM14	5051	CVP server 23B
			PIM15	5052	CVP server 24A	PIM16	5053	CVP server 24B

Procedure

Step 1

Choose Start > All programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 2

Click Add in the ICM Instances pane.

In the Add Instance window, select Facility and Instance from the drop-down list.
Enter 0 in the Instance Number field. Click Save.

Step 3

Click Add in the Instance Components pane, and from the Component Selection dialog box choose Peripheral Gateway.

Step 4

In the Peripheral Gateway Properties dialog box:

Check Production Mode.
Check Auto start system startup.
Check Duplexed Peripheral Gateway.
Refer to Table 1 and choose the appropriate PG in the PG node Properties ID field.
Click the appropriate Side (Side A or Side B).
Under Client Type pane, add VRU to the selected types.
Click Next.

Step 5

In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add and configure PIMs (Total Sixteen PIMs) with the Client Type of VRU as follows:

Check Enabled.
In the peripheral name field, enter a name of your choice.
In the Peripheral ID field, Refer toTable 1 and enter the value.
In the VRU hostname field, Refer to Table 1 and enter the hostname of CVP server.
In the VRU Connect port field, enter 5000.
In the Reconnect interval (sec) field, enter 10.
In the Heartbeat interval (sec) field, enter 5.
In the DSCP field, choose CS3(24).
Click OK.

Step 6

Refer to Table 1 and Enter the appropriate value in the Logical Controller ID field.

Step 7

Enter 0 in the CTI Call Wrapup Data delay field.

Step 8

In the VRU Reporting pane, select Service Control and check Queue Reporting. Click Next.

Step 9

In the Device Management Protocol Properties dialog box, configure as follows:

Click Side A Preferred, if you are configuring Side A, or click Side B Preferred, if you are configuring Side B.
Choose Call Router is Local in Side A Properties panel.
Choose Call Router is Local in Side B Properties panel.
Accept the default value in the Usable Bandwidth (kbps) field.
Enter 4 in the Heartbeat Interval (100ms) field. Click Next.

Step 10

In the Peripheral Gateway Network Interfaces dialog box, enter the PG Private Interfaces and the PG Public (Visible) Interfaces.

Click the QoS button in the private interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK. This step applies only to Side A.
Click the QoS button in the Public (Visible) interfaces section for Side A. In the PG Private Link QoS Settings, check Enable QoS and click OK. This step applies only to Side A.
In the Peripheral Gateway Network Interfaces dialog box, click Next.

Step 11

In the Check Setup Information dialog box, click Next.

Step 12

In the Setup Complete dialog box, click Finish.

Note

Do not start Unified ICM/CC Node Manager until all ICM components are installed.

Configure Unified Intelligence Center

Follow these tasks to configure Unified Intelligence Center.

Sequence	Task	Done?
1	Configure Unified Intelligence Center Publisher
2	Configure Unified Intelligence Center Subscriber
3	Install VMware Tools
4	Configure Unified Intelligence Center Reporting
5	Configure Unified Intelligence Center Administration
6	Configure SNMP

Configure Live Data Reporting System

Sequence	Task	Done?
1	Configure Live Data AW-Access
2	Configure Live Data Machine Services
3	Configure Live Data Unified Intelligence Data Sources
4	Configure Live Data Reporting Interval
5	Import Live Data Reports
6	Add Certificate for HTTPS Gadget

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