- Preface
- Cisco HCS for Contact Center
- Prerequisites
- Design Consideration
- Shared Management and Aggregation
- Golden Template Process
- Create Golden Template
- Configure Customer Instance for Network Infrastructure
- Clone and OS Customization
- Configure Customer Instance
- Integration of Customer Instance with Shared Management
- Administration
- Configure Core Component Integrated Options
- Install and Configure Optional Cisco Components
- Remote Deployment Options
- Solution Serviceability
- Appendix
- Index
Installing and Configuring Guide for Cisco HCS for CC 11.0(1)
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
- Updated:
- January 20, 2016
Chapter: Appendix
- Migrate CCE Servers to the New Domain
- Supported Gadgets and API
- Cisco Unified Communications Manager Configurations
- Provision Cisco Unified Communications Manager
- Set Up Device Pool
- Set Up Unified Communications Manager Groups
- Set Up CTI Route Point
- Set Up Trunk
- Set Up Application User
- Set Up SIP Options
- Set Up Route Pattern
- Set Up Conference Bridge
- Set Up Media Termination Point
- Set Up Transcoder
- Set Up Media Resource Group
- Set Up and Associate Media Resource Group List
- Set Up Enterprise Parameters
- Set Up Service Parameters
- Set up Recording Profile
- Configuring Device
- Disable iLBC, iSAC and g.722 for Recording Device
- Set up Music on Hold Server Audio Source
- Set up Service Parameters for Music on Hold
- Set up Phone Configuration for Music on Hold
- Setup Partition
- Setup Calling Search Space
- Associate CSS and Partition with Phones and Lines
- Associate CSS with Trunk
- Provision Cisco Unified Communications Manager for Core Component Integrated Options
- Provision Cisco Unified Communications Manager
Appendix
Migrate CCE Servers to the New Domain
Associate Virtual Machine with New Domain
Complete the following procedure to associate the virtual machine with the new domain.
Associate Unified CCE with New Domain
Complete the following steps to associate the Unified CCE with the new domain.
Supported Gadgets and API
Supported API for HCS
 Note | Agents can only perform attribute update. |
| API | Create | Read | Update | Delete |
|---|---|---|---|---|
|
Active Directory Domain |
|
x |
|
|
|
Agent |
|
x |
x (only attribute assignment) |
|
|
Agent State Trace |
|
x |
x |
|
|
Asynchronous |
x |
|
x |
x |
|
Attribute |
x |
x |
x |
x |
|
Bucket Interval |
x |
x |
x |
x |
|
Congestion Control |
|
x |
x |
|
Context Service Configuration |
x |
x |
||
Context Service Registration |
x |
x |
||
|
Deployment Type Info |
|
x |
x |
|
|
Machine Inventory |
x |
x |
x |
x |
|
Media Routing Domain |
x |
x |
x |
x |
|
Network VRU Script |
x |
x |
x |
x |
|
Precision Queue |
x |
x |
x |
x |
|
Reason Code |
|
x |
x |
x |
Scan |
x |
|||
|
Serviceability |
|
x |
|
|
Status |
x |
Supported Gadgets for HCS
To access the gadget, on the Administration and Data server, click Start and navigate to All Programs > Cisco Unified CCE Tools->Administration Tools and open Unified CCE Web administration. The following table shows the CRUD operations supported by the HCS gadgets.
| Gadget | Create | Read | Update | Delete |
|---|---|---|---|---|
| Agent | x | x (only attribute assignment) | ||
| Agent State Trace | x | x | ||
| Attribute | x | x | x | x |
| Bucket Interval | x | x | x | x |
| Context Service | x |
x |
||
| Deployment |
x |
x | x | |
| Media Routing Domain | x | x | x | x |
| Network VRU Script | x | x | x | x |
| Precision Queue | x | x | x | x |
| Reason Code | x | x | x | x |
| Settings (Congestion Control) | x | x | ||
| System Information | x |
x- Stands for supported
Administrator API
An administrator is an Active Directory user who has been provided access to the system.
Use the Administrator API to list the administrators currently defined in the database, define new administrators, and view, edit, and delete existing administrators.
URL
https://<server>:<serverport>/unifiedconfig/config/administrator
For more details on Administrator API, see the Cisco Packaged Contact Center Enterprise Developer Reference Guide at https://developer.cisco.com/site/packaged-contact-center/documentation/index.gsp.
Cisco Unified Communications Manager Configurations
- Provision Cisco Unified Communications Manager
- Provision Cisco Unified Communications Manager for Core Component Integrated Options
- Provision Cisco Unified Communication Manager for Optional Cisco Components
Provision Cisco Unified Communications Manager
Complete the following procedures to provision Cisco Unified Communications Manager.
Note | This section is only for reference. You must configure Unified CM using Unified Communications Domain Manager. |
- Set Up Device Pool
- Set Up Unified Communications Manager Groups
- Set Up CTI Route Point
- Set Up Trunk
- Set Up Application User
- Set Up SIP Options
- Set Up Route Pattern
- Set Up Conference Bridge
- Set Up Media Termination Point
- Set Up Transcoder
- Set Up Media Resource Group
- Set Up and Associate Media Resource Group List
- Set Up Enterprise Parameters
- Set Up Service Parameters
- Set up Recording Profile
- Configuring Device
- Disable iLBC, iSAC and g.722 for Recording Device
- Set up Music on Hold Server Audio Source
- Set up Service Parameters for Music on Hold
- Set up Phone Configuration for Music on Hold
- Setup Partition
- Setup Calling Search Space
- Associate CSS and Partition with Phones and Lines
- Associate CSS with Trunk
Set Up Device Pool
Complete the following procedure to configure a device pool.
| Step 1 | Choose . |
| Step 2 | Click Add new. |
| Step 3 | Provide an appropriate device pool name in Device Pool Name. |
| Step 4 | Select a corresponding Call manager group in Cisco Unified Communications Manager group. |
| Step 5 | Select appropriate Date/Time Group and Region. |
| Step 6 | Select an appropriate Media resource group list in Media Resource Group List. |
| Step 7 | Click Save. |
Set Up Unified Communications Manager Groups
Complete the following procedure to add a Unified Communications Manager to the Unified Communications Manager Group.
Before you configure a Unified Communications Manager Group, you must configure the Unified Communications Managers that you want to assign as members to that group.
| Step 1 | Login to the Cisco Unified Communication Manager Administration page, choose . |
| Step 2 | Make sure that you configured both the Publisher and Subscriber. |
| Step 3 | Choose. |
| Step 4 | Click Find. |
| Step 5 | Make sure that you configured both the Publisher and Subscriber. |
| Step 6 | Choose . |
| Step 7 | Add both Cisco Unified Communications Managers to the Default Unified Communications Manager Group. Select Default and from the Available Cisco unified communication managers select both Publisher and Subscriber to Selected Cisco Unified Communications Managers |
| Step 8 | Click Save. |
Set Up CTI Route Point
Complete the following procedure to add a computer telephony integration (CTI) route point for agents to use for transfer and conference.
| Step 1 | Choose. | ||
| Step 2 | Click Add New. | ||
| Step 3 | Use the wildcard
string
XXXXX to
represent the digits of the dialed number configured on the Unified CCE.
| ||
| Step 4 | Select the appropriate device pool. | ||
| Step 5 | Click Save. |
Set Up Trunk
Complete the following procedure to configure a trunk for the Unified CVP Servers.
| Step 1 | Choose . |
| Step 2 | Click Add New. |
| Step 3 | From the Trunk Type drop-down list, choose SIP Trunk, and then click Next. |
| Step 4 | In the Device Name field, enter a name for the SIP trunk. |
| Step 5 | In the Description field, enter a description for the SIP trunk. |
| Step 6 | Click Next. |
| Step 7 | In the Trunk Configuration window, enter the appropriate settings: |
| Step 8 | Click Save. |
Set Up Application User
| Step 1 | Choose . | ||
| Step 2 | In the Application User Configuration window, click Add New. | ||
| Step 3 | Enter the User ID that you entered in Set Up Enterprise Parameters. Unified CCE defines the user ID as pguser. | ||
| Step 4 | Enter
cisco in the
Password field.
| ||
| Step 5 | Add the application user to the Standard CTI Enabled Group and Role: | ||
| Step 6 | Associate the CTI route points and the phones with the application user. | ||
| Step 7 | Click Save. |
Set Up SIP Options
| Step 1 | Login to CUCM administration page. | ||
| Step 2 | Navigate to . | ||
| Step 3 | Click Add New. | ||
| Step 4 | Enter Name. | ||
| Step 5 | Check Enable OPTIONS Ping to monitor destination status for Trunks with Service Type "None (Default)" check box, in SIP OPTIONS Ping panel. | ||
| Step 6 | Click
Save.
|
Set Up Route Pattern
Set Up Conference Bridge
| Step 1 | Choose . |
| Step 2 | Add a conference bridge for each ingress/VXML combination gateway in the deployment. |
| Step 3 | In the Conference Bridge name field, enter a unique identifier for the conference bridge name that coincides with the configuration on the gateway. |
| Step 4 | Click Save. |
| Step 5 | Click Apply Config. |
Set Up Media Termination Point
Set Up Transcoder
Set Up Media Resource Group
Complete the following procedure to configure a media resource group for conference bridge, media termination point, and transcoder.
| Step 1 | Choose . |
| Step 2 | Add a Media Resource Group for Conference Bridges. |
| Step 3 | Select all the hardware conference bridge resources configured for each ingress/VXML combination gateway in the deployment and add them to the group. |
| Step 4 | Click Save. |
| Step 5 | Choose . |
| Step 6 | Add a Media Resource Group for Media Termination Point. |
| Step 7 | Select all the hardware media termination points configured for each ingress/VXML combination gateway in the deployment and add them to the group. |
| Step 8 | Click Save. |
| Step 9 | Choose . |
| Step 10 | Add a Media Resource Group for Transcoder. |
| Step 11 | Select all the transcoders configured for each ingress/VXML combination gateway in the deployment and add them to the group. |
| Step 12 | Click Save. |
Set Up and Associate Media Resource Group List
Complete the following procedure to configure and associate a media resource group list. Add the media resource group list to the following devices and device pool.
| Step 1 | Choose . |
| Step 2 | Add a Media Resource Group list and associate all of the media resource groups. |
| Step 3 | Click Save. |
| Step 4 | Choose . |
| Step 5 | Click Default. |
| Step 6 | From the Media Resource Group List drop-down list, choose the media resource group added in Step 2. |
| Step 7 | Click Save. |
| Step 8 | Click Reset. |
| Step 9 | Choose . |
| Step 10 | Click the configured CTI Route Point. For more information, see Set Up CTI Route Point. |
| Step 11 | From the Media Resource Group List drop-down list, choose the media resource group added in Step 2 |
| Step 12 | Click Save. |
| Step 13 | Click Reset. |
| Step 14 | Choose . |
| Step 15 | Click the configured SIP Trunk for. For more information, see Set Up Trunk. |
| Step 16 | From the Media Resource Group List drop-down list, choose the media resource group added in Step 2 |
| Step 17 | Click Save. |
| Step 18 | Click Reset. |
Set Up Enterprise Parameters
Set Up Service Parameters
Complete the following procedure to modify the maximum number of conference participants that the conference bridge support and maximum total number of call parties that the media termination point will support. This parameter change is required only for SCC deployment model.
| Step 1 | Login to the CUCM Administration page. |
| Step 2 | Under the System tab, Select Service Parameter. |
| Step 3 | Select the CUCM server from the drop-down list. |
| Step 4 | Select the service 'Cisco IP Voice Media Streaming App'. |
| Step 5 | Under 'Conference Bridge (CFB) Parameters' modify the default value of 'Call Count' parameter(0-256). |
| Step 6 | Under 'Media Termination Point (MTP) Parameters' modify the default value of 'Call Count' parameter(0-512). |
Set up Recording Profile
Configuring Device
| Step 1 | Choose the audio forking phone. |
| Step 2 | Select the Built In Bridge configuration for this device and change the setting to ON. |
| Step 3 | Access the Directory Number Configuration page for the line to be recorded. |
| Step 4 | If you are using a recording partner, select either Automatic Call Recording Enabled or Application Invoked Call Recording Enabled from the Recording Option drop-down list, according to the recording partner recommendations. If you are not using a recording partner, select Automatic Call Recording Enabled . |
| Step 5 | Select the recording profile created earlier in this procedure. |
Disable iLBC, iSAC and g.722 for Recording Device
- Audio recordings: g.711 (aLaw or μLaw) or g.729(a or b) codecs
- Video recordings: h.264 baseline (48k Hz sampling rate only) codecs
 Caution | Cisco MediaSense does not support internet Low Bit Rate Codec (iLBC) or internet Speech Audio Codec (iSAC). Consequently, you must disable these features in Unified CM before you proceed with the Cisco MediaSense configuration. |
| Step 1 | Login to CUCM administration page. |
| Step 2 | Navigate to |
| Step 3 | Choose Server from the drop-down list. |
| Step 4 | Choose Service from the drop-down list. Displays Service Parameter Configuration page. |
| Step 5 | In Cluster-wide parameters (System - Location and Region) panel, choose Enable for All Devices Except Recording-Enabled Devices for the below drop-down lists: |
| Step 6 | Click Save. |
Set up Music on Hold Server Audio Source
Set up Service Parameters for Music on Hold
Set up Phone Configuration for Music on Hold
| Step 1 | Navigate to Device > Phone. |
| Step 2 | Select the phone for which you want to configure MOH. |
| Step 3 | For User Hold MOH Audio Source select the Audio Source that is added in the section Add Music on Hold Server Audio Source. |
| Step 4 | For Network Hold MOH Audio Source select the Audio Source that is added in the section Add Music on Hold Server Audio Source. |
| Step 5 | Click Save and Apply Config and reset the phone. |
Setup Partition
Follow the below procedure for each sub customer.
Setup Calling Search Space
Follow the below procedure for each sub customer.
Associate CSS and Partition with Phones and Lines
Follow the below procedure for each sub customer.
| Step 1 | Log in to CUCM Administration page. |
| Step 2 | Select . |
| Step 3 | Select the phone from the list that you want to associate the partition and CSS. |
| Step 4 | Select the required Calling Search Space from the drop-down list. |
| Step 5 | From SUBSCRIBE Calling Search Space drop-down list, select the required Calling Search Space. |
| Step 6 | Select the Directory Number Line from the list that you want to associate partition and CSS. |
| Step 7 | Select the required Route Partition from the drop-down list. |
| Step 8 | Select the required Calling Search Space from the drop-down list. |
| Step 9 | Click Apply Config. |
| Step 10 | Click Reset and click Close. |
What to Do Next
Associate the required sub customer partitions with CSS, see Setup Calling Search Space.
Associate CSS with Trunk
| Step 1 | Log in to CUCM Administration Page. | ||
| Step 2 | Select . | ||
| Step 3 | Select the trunk to which you want associate CSS. | ||
| Step 4 | From
Calling Search Space drop-down list, select the
required CSS.
| ||
| Step 5 | Click Save. | ||
| Step 6 | Click
Reset and click
Close.
|
Provision Cisco Unified Communications Manager for Core Component Integrated Options
- Configure Agent Greeting
- Configure Mobile Agent
- Configure Local Trunk
- Configure Outbound Dialer
- Configure A-Law Codec
- Create SIP Trunk between CUCM and CUBE (SP)
- Configure Music on Hold
Configure Agent Greeting
| Step 1 | Enable Built-in-Bridge for the local agent phones to support Agent Greeting. |
| Step 2 | Click . |
| Step 3 | Select a Unified Communications Manager server from the Server drop-down list. |
| Step 4 | Select Cisco CallManager(Active) from the Service drop-down list. |
| Step 5 | Under Clusterwide Parameters (Device-Phone), select On for Built-in-Bridge Enable. |
| Step 6 | Click Save. |
Configure Mobile Agent
| Step 1 | In Unified Communications Manager Administration, choose . |
| Step 2 | Click Add a New Phone. |
| Step 3 | Select CTI Port from the Phone Type drop-down list. |
| Step 4 | Click Next. |
| Step 5 | In Device
Name, enter a unique name for the local CTI Port pool name; click
OK when finished.
Using the example naming convention format LCPxxxxFyyyy: |
| Step 6 | In Description, enter text identifying the local CTI Port pool. |
| Step 7 | Use the Device Pool drop-down list to choose the device pool to which you want network CTIPort pool assigned. (The device pool defines sets of common characteristics for devices.) |
| Step 8 | Click Save. |
| Step 9 | Highlight a record and select Add a New DN. |
| Step 10 | Add a unique directory number for the CTI port you just created. |
| Step 11 | When finished, click Save and Close. |
| Step 12 | Repeat the preceding steps to configure the network CTI Port pool. |
| Step 13 | In Device
Name, enter a unique name for the local CTI Port pool name; click
OK when finished.
Use the example naming convention format RCPxxxxFyyyy, where: |
| Step 14 | In Description, enter text identifying the network CTI Port pool. |
| Step 15 | Use the Device Pool drop-down list to choose the device pool to which you want network CTI Port pool assigned. (The device pool defines sets of common characteristics for devices.) |
| Step 16 | Click Save. |
| Step 17 | Highlight a record and select Add a New DN. |
| Step 18 | Add a unique directory number for the CTI port you just created. |
| Step 19 | When finished, click Save and Close. |
Configure Local Trunk
Complete the following procedure to configure Unified Communications Manager for Local Trunk.
| Step 1 | From Unified Communications Manager Administration choose . |
| Step 2 | Click Find to list the locations and add new ones with appropriate bandwidth (8000). |
| Step 3 | For the branch phones, configure each phone so that it is assigned the branch location for that phone. |
| Step 4 | Verify that
the Cisco AXL Web Service is started and that an Application User is defined
and has a role of Standard AXL API Access.
|
Deploy SIP Trunk
Complete the following procedure to deploy the SIP trunk for local trunk:
| Step 1 | Using Unified Communications Manager, create a SIP trunk toward the SIP proxy server and select the Phantom location. |
| Step 2 | Create a SIP trunk for each ingress gateway and make the location of these ingress TDM-IP gateways the actual branch location. |
| Step 3 | Create a route pattern pointing the Network VRU Label of the Unified Communications Manager routing client to the SIP trunk toward the SIP proxy. The SIP proxy should route the Network VRU label of the Unified Communications Manager routing client to the Unified CVP Servers. |
| Step 4 | For any IP-originated calls, associate the Unified Communications Manager route pattern with the SIP trunk. |
| Step 5 | Using the Unified Communications Manager Administration, choose Device > Device Settings > SIP Profile > Trunk Specific Configuration > Reroute Incoming Request to new Trunk based on > Call-Info header with the purpose equal to x-cisco-origIP. |
| Step 6 | Associate the new SIP profile with the SIP trunk and each ingress gateway. |
Configure Outbound Dialer
Complete the following procedure to configure Unified Communications Manager:
Configure A-Law Codec
Complete the following procedure to configure Unified Communications Manager.
Create SIP Trunk between CUCM and CUBE (SP)
Create SIP Trunk Security Profile
| Step 1 | Log In to CUCM Admin Portal. | ||
| Step 2 | Navigate to System->Security->Sip Trunk Security Profile. | ||
| Step 3 | Click on Add New. | ||
| Step 4 | Provide the name for Sip Trunk Security Profile. | ||
| Step 5 | In Incoming Transport Type field Select "TCP+UDP" from the drop down list. | ||
| Step 6 | In Incoming
Port Field Provide the Port number other than 5060 and 5090.
| ||
| Step 7 | Click On Save. |
Create SIP Trunk
| Step 1 | Log in to CUCM Admin Portal. |
| Step 2 | Select . |
| Step 3 | Click Add New. |
| Step 4 | In Trunk Type field, select the SIP trunk from the drop-down list, then click Next. |
| Step 5 | Provide the name for Sip Trunk, select the device pool from the drop-down list and select Media Resource Group List from the drop-down list. |
| Step 6 | In Sip Profile field, select the Standard Sip Profile from the drop down list. Check Run On All Active Unified CM Nodes check-box. |
| Step 7 | Under SIP Information, provide the signaling-address and signaling-port details of the CUBE(SP) adjacency for the CUCM publisher for mobile agent call flow. See Add CUCM SUBSCRIBER Mobile Agent Call flow. |
| Step 8 | In SIP Trunk Security Profile field, select the profile which is created in the above procedure from the drop-down list. |
| Step 9 | Retain rest all default value. |
| Step 10 | Click Save. |
Configure Music on Hold
Configure Unified Communication Manager
- Configure Music on Hold Server Audio Source
- Configure Service Parameters for Music on Hold
- Modify Phone configuration for Music On Hold
Configure Music on Hold Server Audio Source
Hold Server Audio Source is also known as MOH Track in UCDM.
Configure Service Parameters for Music on Hold
Modify Phone configuration for Music On Hold
| Step 1 | Navigate to Location Administration > Phone Management and select the appropriate provider, reseller, customer, division and location. |
| Step 2 | Click Device Name(Phone) that is added. |
| Step 3 | In Music On Hold field, select the MOH Track that was configured in the above configuration. |
| Step 4 | Click Modify |
Provision Cisco Unified Communication Manager for Optional Cisco Components
Configure RSM
Configure the Cisco Remote Silent Monitoring (RSM) Server in distributed mode, through Cisco Unified Communications Manager.
- Configure Simulated Phone
- Set Up Login Pool Simphone
- Create RSM User Group
- Create RSM Application User
- Set Up Agent Phone Device
Configure Simulated Phone
The procedures describe how to create one simphone and its associated line DN. Additional simphones can be created by using Unified Communications Manager's super copy feature or by creating a batch file.
Note | You must be logged in to the Administration interface of a Unified Communications Manager cluster before you can configure your simphones as described in the following procedure. |
- Create Simphone Device Dependencies
- Create Simphone Device
- Associate a Line DN to Simphone Device
- Use Simphone Bulk Administration Tool
Create Simphone Device Dependencies
| Step 1 | To create a
Unified Communications Manager group:
| ||
| Step 2 | To create a
simphone region:
| ||
| Step 3 | To create a
simphone device pool:
| ||
| Step 4 | To create a
Device Feature Group
| ||
| Step 5 | To create a simphone route partition: | ||
| Step 6 | To create a
simphone calling search space:
|
Create Simphone Device
| Step 1 | Navigate to Device > Phone. | ||||||||||||||||||||||||
| Step 2 | Click Add New to create a new phone device. | ||||||||||||||||||||||||
| Step 3 | Select Cisco 7941 for the phone type, then click Next. | ||||||||||||||||||||||||
| Step 4 | Choose SIP for the device protocol, then click Next. The Phone Configuration page appears. | ||||||||||||||||||||||||
| Step 5 | Enter the MAC address. | ||||||||||||||||||||||||
| Step 6 | Enter the parameters:
| ||||||||||||||||||||||||
| Step 7 | Click Save. The simphone device is created.
|
Associate a Line DN to Simphone Device
| Step 1 | Click the Line [1] - Add a new DN link in the Association Information panel. | ||||||||||||||||||||
| Step 2 | Enter the parameters. Parameters that are marked with an asterisk (*) are optional; those not listed may be left to their default settings.
| ||||||||||||||||||||
| Step 3 | Click Save. Your first simphone and its associated line DN is now configured. |
Use Simphone Bulk Administration Tool
To use the Bulk Administration Tool , you must first import the comma-separated-values template (from either the RSM installation CD or installed instance of RSM), and then edit it, as applicable, in a spreadsheet application such as Microsoft Excel.
| Step 1 | Import the rsmsimphones.csv spreadsheet template file from the installed instance of RSM (located in the C:\CiscoRSM\Extras directory). | ||
| Step 2 | Open the file in a spreadsheet application, then add or remove rows in the file to match the number of simphone devices you need to create (default rows = 75). | ||
| Step 3 | If adding new rows, be sure to modify the data in the Device Name and Directory Number 1 columns to increment sequentially from the previous row in the list for the columns (for example, 00005E000001, 00005E000002, 00005E000003, and so on, for the simphone MAC addresses, and 5040, 5041, 5042, and soon, for the line DNs). | ||
| Step 4 | Verify that the Device Pool, Partition 1, Line CSS 1 and Monitoring Calling Search Space 1 settings are correct for your environment (refer to Tables 3-1 and 3-2, above).
| ||
| Step 5 | Navigate to Bulk Administration > Upload/Download Files. | ||
| Step 6 | Click Add New. | ||
| Step 7 | Click Browse and navigate to the rsmsimphones.csv file that you previously downloaded and modified. | ||
| Step 8 | Choose Phones from the Select the Target drop-down list. | ||
| Step 9 | Select Insert Phones - All Details from the Select Transaction Type drop-down list. | ||
| Step 10 | Click Save. The file is uploaded to the system. | ||
| Step 11 | Navigate to Bulk Administration > Phones > Insert Phones. | ||
| Step 12 | Select Insert Phones-All Details, and then select rsmsimphones.csv from the File Name drop-down list. | ||
| Step 13 | Enter Insert RSMSimPhones for the Job Description, and then select Run Immediately. | ||
| Step 14 | Click Submit. The file is imported into the system. | ||
| Step 15 | Navigate to Bulk Administration > Job Scheduler to verify that the job status is either Processing or Completed. | ||
| Step 16 | When the job status is Completed, navigate to Device > Phones and review the phones that you have created. | ||
| Step 17 | Enter SEP00005E in the Find Phone text box, then click Find. The simphone devices that you have created will appear in the returned results. |
Set Up Login Pool Simphone
The first five simphone devices that are created for each cluster are automatically assigned to the VLEngine login pool. The login pool performs a test login to CTI OS when a caller is authenticated by RSM, to support the VLEngine authentication mechanism.
Because CTI OS logins are performed on these simphone devices, they must be associated with the pguser account on each Unified Communications Manager cluster. They must also have Cisco Unified Intelligent Contact Management Enterprise device targets created for them, as described below.
Note | Device target creation is required only for Unified CCE. You do not need to create device targets if you use Cisco Unified System Contact Center Enterprise (Unified SCCE) or if the Cisco Unified CCE PG type is IPCC. |
Follow this procedure to associate a pguser.
| Step 1 | Navigate to User Management > Application User. |
| Step 2 | Click Find to display all application users. Locate then click the pguser account for your cluster. |
| Step 3 | Select the first five simphone devices in the Device Information > Available Devices list box. |
| Step 4 | Click the down arrow above the box to move the devices to the Controlled Devices list box. Click Save. |
Create RSM User Group
A RSM user group must be created for each cluster used by RSM. This provides the user with the necessary system permissions that would otherwise be available only to the Unified Communications Manager Super Administrator.
Follow this procedure to add an RSM user group to a cluster.
| Step 1 | Navigate to . |
| Step 2 | Click Add New. |
| Step 3 | Enter Remote Silent Monitoring in the Name field, then click Save. |
| Step 4 | Navigate to . |
| Step 5 | Click Find to display all user groups. |
| Step 6 | Click the icon in the Roles column for the Remote Silent Monitoring group. |
| Step 7 | Click Assign Role to Group. A new window appears. |
| Step 8 | Click Find to display all group roles. |
| Step 9 | Select the
following roles:
|
| Step 10 | Click Add Selected. The User Group Configuration page appears. |
| Step 11 | Click Save. |
Create RSM Application User
You must create an application user named rsmuser on each Unified Communications Manager cluster for RSM. This user derives its permissions from the user group that was previously created. The rsmuser must be associated with all simphones in the cluster (with the exception of simphones in the login pool). It must also be associated with all agent phones that RSM can monitor.
Simphones in the login pool (that is the first five simphone devices) must be associated with the cluster’s pguser, while all other simphones not in the login pool are associated with the RSM application user.
Note | Follow this procedure to add an RSM application user to a cluster. |
| Step 1 | Navigate to User Management > Application User. |
| Step 2 | Click Add New to create a new application user. |
| Step 3 | Enter rsmuser for the user ID. |
| Step 4 | Enter a password. Ensure that the password is alphanumeric and does not contain any special characters. |
| Step 5 | Associate the user with all simphone devices in the cluster (except for the login pool devices) by selecting those devices in the Available Devices section and moving them to the Controlled Devices section. |
| Step 6 | Associate all agent phone devices to be monitored through RSM. |
| Step 7 | From the Permissions Information window, click Add to User Group, and then add the user to the Remote Silent Monitoring group, as previously created. |
| Step 8 | Click Save. |
Set Up Agent Phone Device
To configure an agent phone device to be monitored by RSM, ensure the following:
Configure MediaSense
Base Configuration Parameters
- Base Configuration Parameters for 500 and 1000 Agent Deployment
- Base Configuration Parameters for 4000 Agent Deployment
- Base Configuration Parameters for Small Contact Center Agent Deployment
- Base Configuration Parameters for 12000 Agent Deployment
Base Configuration Parameters for 500 and 1000 Agent Deployment
- PG Explorer
- ICM Instance Explorer
- Network VRU Explorer
- System Information
- Expanded Call Variable List
- Network VRU Script List
- Agent Desk Settings List
- Application Instance List
- Media Class for Multi-Channel
- Media Routing Domain
- Network VRU Mapping
- Agent Targeting Rule
- Outbound Dialer
PG Explorer
| PG Explorer | Type of PIM | Routing Client Name |
|---|---|---|
| Generic PG | CUCM | CUCMPG1 |
| VRU | CVPPG1A | |
| VRU | CVPPG1B | |
| VRU | CVPPG2A | |
| VRU | CVPPG2B | |
| MR PG | MediaRouting | Multichannel |
| MediaRouting | Outbound |
Note |
|
ICM Instance Explorer
Network VRU Explorer
System Information
Expanded Call Variable List
| Name | Enabled | Persistent | Maximum Length | Description | ||
|---|---|---|---|---|---|---|
| user.CourtesyCallbackEnabled | FALSE | FALSE | 1 | Determines if Courtesy Callback is offered to a caller. | ||
| user.cvp_server_info | FALSE | FALSE | 15 | Used by Unified CVP to send the IP address of the Call Server sending the request to Unified CCE. | ||
| user.microapp.app_media_lib | FALSE | FALSE | 210 |
Directory for all application-specific media files and grammar files. The .. bypasses the user.
When writing a URL path, microapp.app_media_lib and
user.microapp.locale are the ECC variables. |
||
| user.microapp.caller_input | FALSE | FALSE | 210 | Storage
area for an ASR input that is collected from Get Speech.
|
||
| user.microapp.currency | FALSE | FALSE | 6 | Currency type. | ||
| user.microapp.error_code | FALSE | FALSE | 2 | Error status code returned from Unified CVP to Unified CCE when the Run Script Result is False. | ||
| user.microapp.FromExtVXML | FALSE | FALSE |
60 |
This variable array returns information from the external VoiceXML file. Must be configured as array variables, not Scalar Variables, and array length set to 4. | ||
| user.microapp.input_type | FALSE | FALSE | 1 | Specifies the type of input that is allowed. Valid contents are: D(DTMF) and B (Both DTMF and Voice). B is the default. If you are not using an ASR, set this variable to D. If you are using an ASR, you can set this variable to either D or B. | ||
| user.microapp.locale | FALSE | FALSE | 5 | Combination of language and country that defines the grammar and prompt set to use. | ||
| user.microapp.metadata | FALSE | FALSE | 62 | Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application. | ||
| user.microapp.play_data | FALSE | FALSE | 40 | Default storage area for data for Play Data micro-applications. | ||
| user.microapp.sys_media_lib | FALSE | FALSE | 10 | Directory for all systems media files, such as individual digits, months, default error messages, and so forth. | ||
| user.microapp.ToExtVXML | FALSE | FALSE |
60 |
This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not Scalar Variables and array length set to 4. | ||
| user.microapp.UseVXMLParams | FALSE | FALSE | 1 | Specifies the manner in which you pass the information to the external VoiceXML. | ||
| user.microapp.isPostCallSurvey | FALSE | FALSE | 1 | Used to determine if post call survey should be offered to a caller after the agent hangs up. | ||
| user.cim.activity.id | FALSE | FALSE |
30 |
Needed for all types of WIM and EIM activities. | ||
| user.wim.customer.name | FALSE | FALSE |
30 |
Needed for chat, callback, and delayed callback activities. | ||
| user.cisco.cmb | FALSE | FALSE |
30 |
Needed for callback, and delayed callback activities. | ||
| user.cisco.cmb.callclass | FALSE | FALSE |
30 |
Needed for callback, and delayed callback activities. | ||
| user.media.id | FALSE | FALSE | 36 | A number identifying a call to the ICM Service, optionally, the H.323 Service. | ||
| user.microapp.grammar_choices | FALSE | FALSE | 210 | Specifies the ASR choices that a caller can input for the Get Speech micro-application. | ||
| user.microapp.inline_tts | FALSE | FALSE | 210 | Specifies the text for inline Text To Speech (TTS). | ||
| user.microapp.media_server | FALSE | FALSE | 60 | Root of the URL for all media files and external grammar files used in the script. | ||
| user.microapp.override_cli | FALSE | FALSE | 200 | Used by the system to override the CLI field on outgoing transfers. | ||
| user.microapp.pd_tts | FALSE | FALSE | 1 | Specifies whether Unifies Text To Speech or media files must be played to the caller. |
Network VRU Script List
| Name | Network VRU | VRU Script Name |
Time out (Sec) |
Configuration Parameter |
Customer | Interruptible | Override |
|---|---|---|---|---|---|---|---|
|
VXML_Server |
Select Type 10 CVP VRU |
GS, Server, V |
180 | __ | hcs | Unchecked | Unchecked |
|
VXML_Server_ Interruptible |
Select Type 10 CVP VRU |
GS, Server, V, interrupt |
9000 | __ | hcs | Checked | Unchecked |
|
VXML_Server_ Noninterruptible |
Select Type 10 CVP VRU |
GS, Server, V , nointerrupt |
9000 | __ | hcs | Unchecked | Unchecked |
|
AgentGreeting |
Select Type 10 CVP VRU |
PM, -a |
180 | none | hcs | Unchecked | Unchecked |
|
GreetingMenu _1_to_9 |
Select Type 10 CVP VRU |
M, press _1_thru_9 _greeting, A |
180 | 1-9 | hcs | Checked | Unchecked |
|
Greeting SubMenu |
Select Type 10 CVP VRU |
M, press1- press2-press3,A |
180 | 1-3 | hcs | Checked | Unchecked |
|
Greeting _Not_Found |
Select Type10 CVP VRU |
PM, no _greeting _recorded, A |
180 | Y | hcs | Checked | Unchecked |
|
GreetingReview |
Select Type10 CVP VRU |
PM,-a,A |
180 | Y | hcs | Checked | Unchecked |
|
T10_GS_AUDIUM |
Select Type 10 CVP VRU |
GS,Server,V, FTP |
180 |
,,,,,,,,,,Y |
hcs | Checked | Unchecked |
|
CIMExternal ApplicationScript |
MR_network_VRU |
CIMExternal ApplicationScript |
180 | - | hcs | Unchecked | Unchecked |
Note | For 4000 Agent Deployment, map CIMExternalApplicationScript to MR_Network_VRU1. |
Agent Desk Settings List
Name: Default_Agent_Desk_Settings
Application Instance List
| Name | Application Type | Permission Level | Application Key | |
|---|---|---|---|---|
| Application Instance Multichannel |
MultiChannel |
Other | Full read/write | cisco123 |
| Application Instance CCDM | CCDM | Cisco Voice | Full read/write | cisco123 |
Media Class for Multi-Channel
Media Routing Domain
| Interruptible | Calls in Queue (Max) | Max per call type | Max time in queue | |
|---|---|---|---|---|
| Cisco_BC | Unchecked | 5000 | - | - |
| Cisco_EIM | Checked | 15000 | - | - |
| Cisco_EIM_OUTBOUND | Checked | 5000 | - | - |
| Cisco_WIM | Unchecked | 5000 | - | - |
Note | Set the Max Per Call Type and Max Time in Queue values as per your requirement. |
Network VRU Mapping
Agent Targeting Rule
| Attribute | |
|---|---|
| Name |
AgentExtensions |
| Peripheral | CUCM_PG_1 |
| Rule Type | Agent Extension |
| Routing Client | All routing clients |
| Extension Range |
000 - 999 0000 - 9999 00000 - 99999 000000 - 999999 0000000 - 9999999 00000000 - 99999999 000000000 - 999999999 0000000000 - 9999999999 |
Outbound Dialer
| Dialer Name | Peripheral Name |
|---|---|
| Peripheral | CUCM_PG_1 |
| Dialer Name | SIP_DIALER |
| Enable | YES |
| ICM peripheral name | CUCM_PG_1 |
| Hangup Delay(1-10) | 1 Sec |
| Port Throttle | 10 |
Base Configuration Parameters for 4000 Agent Deployment
Following is the list of load base configuration parameters for 4000 agent deployment.
- PG Explorer
- ICM Instance Explorer
- Network VRU Explorer
- System Information
- Expanded Call Variable List
- Network VRU Script List
- Agent Desk Settings List
- Application Instance List
- Media Class for Multi-Channel
- Media Routing Domain
- Network VRU Mapping
- Agent Targeting Rule
- Outbound Dialer
PG Explorer
PG Explorer
| PG | Type of PIM | Routing Client Name |
|---|---|---|
| Unified Communication Manager PG1 | CUCM | CUCMPG1 |
| Unified Communication Manager PG2 | CUCM | CUCMPG2 |
| Unified Voice Response (VRU) PG | VRU | CVPRC01 |
| VRU | CVPRC02 | |
| VRU | CVPRC03 | |
| VRU | CVPRC04 | |
| VRU | CVPRC05 | |
| VRU | CVPRC06 | |
| VRU | CVPRC07 | |
| VRU | CVPRC08 | |
| VRU | CVPRC09 | |
| VRU | CVPRC10 | |
| VRU | CVPRC11 | |
| VRU | CVPRC12 | |
| VRU | CVPRC13 | |
| VRU | CVPRC14 | |
| VRU | CVPRC15 | |
| VRU | CVPRC16 | |
| Media Routing (MR) PG 1 | MediaRouting | Multichannel |
| MediaRouting | Outbound1 | |
| Media Routing (MR) PG 2 | MediaRouting | Outbound2 |
Note |
|
ICM Instance Explorer
- ICM Instance Explorer for 4000 agent deployment is similar to ICM Instance Explorer of 500 and 1000 agent deployment. See ICM Instance Explorer.
Network VRU Explorer
-
CVP Network VRU - Type 10
Serial Number Network VRU Label Routing Client Name 1 7777777777
CVPRC01
2 7777777777
CVPRC02
3 7777777777
CVPRC03
4 7777777777
CVPRC04
5 7777777777 CVPRC05 6 7777777777 CVPRC06 7 7777777777 CVPRC07 8 7777777777 CVPRC08 9 7777777777 CVPRC09 10 7777777777 CVPRC10 11 7777777777 CVPRC11 12 7777777777 CVPRC12 13 7777777777 CVPRC13 14 7777777777 CVPRC14 15 7777777777 CVPRC15 16 7777777777 CVPRC16 17 8881111000
CUCMPG1
18 8881111000
CUCMPG2
19 6661111000
Outbound1
20 6661111000
Outbound2
- MR_Network_VRU1 - Type 2
- MR_Network_VRU2 - Type 2
System Information
System Information for base configuration for 4000 agent deployment is similar to 500 and 1000 agent deployment. See System Information.
Expanded Call Variable List
Base configuration expanded call variable list for 4000 agent deployment is similar to 500 and 1000 agent deployment , See Expanded Call Variable List .
Network VRU Script List
Network VRU base configuration for 4000 Agent is similar to 500 and 1000 Agent Base Configuration, See Network VRU Script List.
Agent Desk Settings List
Name: Default_Agent_Desk_Settings
Application Instance List
Application instance list is similar to 500 and 1000 agent deployment. See Application Instance List
Media Class for Multi-Channel
Media Routing Domain
Media Routing Domain is similar to Media Routing Domain of 500 and 1000 agent deployment. See Media Routing Domain.
Network VRU Mapping
Agent Targeting Rule
| Attribute | ||
|---|---|---|
| Name | AgentExtension1 | AgentExtension2 |
| Peripheral | CUCM_PG_1 | CUCM_PG_2 |
| Rule Type Agent Extension | Agent Extension | Agent Extension |
| Routing Client | All routing clients | All routing clients |
| Extension Range | 000 - 999 | 000 - 999 |
| 0000 - 9999 | 0000 - 9999 | |
| 00000 - 99999 | 00000 - 99999 | |
| 000000 - 999999 | 000000 - 999999 | |
| 0000000 - 9999999 | 0000000 - 9999999 | |
| 00000000 - 99999999 | 00000000 - 99999999 | |
| 000000000 - 999999999 | 000000000 - 999999999 | |
| 0000000000 - 9999999999 | 0000000000 - 9999999999 | |
Outbound Dialer
| Dialer Name | Peripheral Name for PG1 | Peripheral Name for PG2 |
|---|---|---|
| Peripheral | CUCM_PG_1 | CUCM_PG_2 |
| Optional Filter | NONE | NONE |
| Dialer Name | SIP_DIALER1 | SIP_DIALER2 |
| Enable | YES | YES |
| ICM peripheral name | CUCM_PG_1 | CUCM_PG_2 |
| Hangup Delay(1-10) | 1 Sec | 1 Sec |
| Port Throttle | 10 | 10 |
Base Configuration Parameters for Small Contact Center Agent Deployment
- PG Explorer
- ICM Instance Explorer
- Network VRU Explorer
- System Information
- Expanded Call Variable List
- Network VRU Script List
- Agent Desk Settings List
- Application Instance List
- Network VRU Mapping
PG Explorer
| PG | Type of PIM | Routing client Name |
|---|---|---|
| Unified Communication Manager PG1 | CUCM | CUCMPG1 |
| Unified Voice Response (VRU) PG | VRU | CVPRC01 |
| VRU | CVPRC02 | |
| VRU | CVPRC03 | |
| VRU | CVPRC04 | |
| VRU | CVPRC05 | |
| VRU | CVPRC06 | |
| VRU | CVPRC07 | |
| VRU | CVPRC08 | |
| VRU | CVPRC09 | |
| VRU | CVPRC10 | |
| VRU | CVPRC11 | |
| VRU | CVPRC12 | |
| VRU | CVPRC13 | |
| VRU | CVPRC14 | |
| VRU | CVPRC15 | |
| VRU | CVPRC16 |
Note |
|
ICM Instance Explorer
- ICM Instance is similar to ICM Instance Explorer of 500 and 1000 agent deployment. See ICM Instance Explorer
Network VRU Explorer
CVP Network VRU - Type 10
| Serial Number | Network VRU Label | Routing Client Name |
| 1 | 7777777777 | CVPRC01 |
| 2 | 7777777777 | CVPRC02 |
| 3 | 7777777777 | CVPRC03 |
| 4 | 7777777777 | CVPRC04 |
| 5 | 7777777777 | CVPRC05 |
| 6 | 7777777777 | CVPRC06 |
| 7 | 7777777777 | CVPRC07 |
| 8 | 7777777777 | CVPRC08 |
| 9 | 7777777777 | CVPRC09 |
| 10 | 7777777777 | CVPRC10 |
| 11 | 7777777777 | CVPRC11 |
| 12 | 7777777777 | CVPRC12 |
| 13 | 7777777777 | CVPRC13 |
| 14 | 7777777777 | CVPRC14 |
| 15 | 7777777777 | CVPRC15 |
| 16 | 7777777777 | CVPRC16 |
| 17 | 8881111000 | CUCMPG1 |
System Information
System Information for base configuration is similar to 500 and 1000 agent deployment. See System Information.
Expanded Call Variable List
Base configuration expanded call variable list is similar to 500 and 1000 agent deployment , See Expanded Call Variable List .
Network VRU Script List
Network VRU base configuration is similar to 500 and 1000 agent base configuration, See Network VRU Script List.
Agent Desk Settings List
Name: Default_Agent_Desk_Settings
Application Instance List
| Name | Application Type | Permission Level | Application Key | |
|---|---|---|---|---|
| Application Instance Multichannel |
MultiChannel |
Other | Full read/write | cisco123 |
| Application Instance CCDM | CCDM | Cisco Voice | Full read/write | cisco123 |
Network VRU Mapping
In the Advanced tab of PG Explorer for Unified CVP Routing client - Map the CVP_Network_VRU-Type10.
Base Configuration Parameters for 12000 Agent Deployment
Following is the list of load base configuration parameters for 12000 agent deployment contact center agent deployment.
- PG Explorer
- ICM Instance Explorer
- Network VRU Explorer
- System Information
- Expanded Call Variable List
- Network VRU Script List
- Agent Desk Settings List
- Application Instance List
- Media Class for Multi-Channel
- Media Routing Domain
- Network VRU Mapping
- Agent Targeting Rule
- Outbound Dialer
PG Explorer
| PG | Type of PIM | Routing Client Names |
|---|---|---|
| Unified CommunicationManager PG1 | CUCM | CUCMPG1 |
| Unified CommunicationManager PG2 | CUCM | CUCMPG2 |
| Unified CommunicationManager PG3 | CUCM | CUCMPG3 |
| Unified CommunicationManager PG4 | CUCM | CUCMPG4 |
| Unified CommunicationManager PG5 | CUCM | CUCMPG5 |
| Unified CommunicationManager PG6 | CUCM | CUCMPG6 |
| Unified Voice Response (VRU) PG1 | VRU | CVPRC01, CVPRC02 … CVPRC16 |
| Unified Voice Response (VRU) PG2 | VRU | CVPRC17, CVPRC18 … CVPRC32 |
| Unified Voice Response (VRU) PG3 | VRU | CVPRC33, CVPRC34 … CVPRC48 |
| Media Routing (MR) PG 1 | MediaRouting | Multichannel |
| MediaRouting | Outbound1 | |
| Media Routing (MR) PG 2 | MediaRouting | Outbound2 |
| Media Routing (MR) PG 3 | MediaRouting | Outbound3 |
| Media Routing (MR) PG 4 | MediaRouting | Outbound4 |
| Media Routing (MR) PG 5 | MediaRouting | Outbound5 |
| Media Routing (MR) PG 6 | MediaRouting | Outbound6 |
Note |
|
ICM Instance Explorer
- ICM Instance is similar to ICM Instance Explorer of 500 and 1000 agent deployment. See ICM Instance Explorer
Network VRU Explorer
System Information
System Information for base configuration is similar to 500 and 1000 agent deployment. See System Information.
Expanded Call Variable List
Base configuration expanded call variable list is similar to 500 and 1000 agent deployment , See Expanded Call Variable List .
Network VRU Script List
Network VRU base configuration is similar to 500 and 1000 agent base configuration, See Network VRU Script List.
Agent Desk Settings List
Name: Default_Agent_Desk_Settings
Application Instance List
Application instance list is similar to 500 and 1000 agent deployment. See Application Instance List
Media Class for Multi-Channel
Media Class for Multi-Channel is similar to 500 and 1000 agent deployment model. See,Media Class for Multi-Channel
Media Routing Domain
Media Routing Domain is similar to Media Routing Domain of 500 and 1000 agent deployment. See Media Routing Domain.
Network VRU Mapping
Agent Targeting Rule
| Attribute | |
|---|---|
| Name | AgentExtension1, AgentExtension2 … AgentExtension6 |
| Peripheral | CUCM_PG_1, CUCM_PG_2 … CUCM_PG_6 |
| Rule Type Agent Extension | Agent Extension |
| Routing Client | All routing clients |
| Extension Range |
000 - 999 0000 - 9999 00000 - 99999 000000 - 999999 0000000 - 9999999 00000000 - 99999999 000000000 - 999999999 0000000000 - 9999999999 |
Outbound Dialer
| Dialer Name | Peripheral Name for PG |
|---|---|
| Peripheral | CUCM_PG_1, CUCM_PG_2 … CUCM_PG_6 |
| Optional Filter | NONE |
| Dialer Name | SIP_DIALER1, SIP_DAILER2 … SIP_DAILER6 |
| Enable | YES |
| ICM peripheral name | CUCM_PG_1, CUCM_PG_2 … CUCM_PG_6 |
| Hangup Delay(1-10) | 1 Sec |
| Port Throttle | 10 |
IOPS values for Unified Communication Manager
Mount and Unmount ISO Files
Upload ISO image to data store:
-
Select the host in the vSphere client and click Configuration. Then click Storage in the left panel.
-
Select the datastore that will hold the ISO file.
-
Right click and select Browse datastore.
-
Click the Upload icon and select Upload file.
-
Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore.
Mount the ISO image:
-
Right-click the VM in the vSphere client and select Edit virtual machine settings.
-
Click Hardware and select CD|DVD Drive 1.
-
Check Connect at power on (Device status panel upper right).
-
Click the Datastore ISO File radio button and then click Browse.
-
Navigate to the data store where you uploaded the file.
-
Select the ISO.
Unmount the ISO image:
Set Up NTP and Time Configuration at the Customer Site
Any domain controllers at the customer site must be configured to use NTP servers. The two ESXi host servers must point to the same NTP servers as the domain controllers. Additionally, you must review time configuration settings on the ESXi servers.
CCDM Logging and MaxSizeRollBackups
Logging
Unified CCDM provides an extensive logging framework for each of the components of the system to aid troubleshooting in the event of a problem.
Logging trace levels are stored in the registry for each separate component and may be set to one of the four following values:
| Logging Level | Name | Description |
|---|---|---|
| 0 | ERROR | This is the lowest level of logging. It will only log information relating to exceptions that occurred in the application. |
| 1 | WARN | Warn provides ERROR level logging plus warnings raised for potential system issues. |
| 2 | INFO | Info is the default logging level. It provides ERROR and WARN as well as standard diagnostic information. |
| 3 | DEBUG | Debug is the highest level of logging. It provides detailed information of every operation that is performed. Debug logging has an adverse effect on performance, its usage should be kept to a minimum. |
Set Logging Level Using the Unified System CLI in the CCDM Server
Complete the following procedure to set logging level using the Unified System CLI in the CCDM server.
MaxSizeRollBackups
MaxSizeRollBackups setting defines the number of log files per day to store before deleting them and creating a new one. This feature protects against a high volume of exceptions filling the disk in a short period of time.
MaxSizeRollBackups parameter is present in the configuration file for Application Server, Web, Data, Import Server services. Partitioning service, Provisioning service
Automation Tool Spreadsheet
To complete the automation spreadsheet for import, use the information provided in the table below. The import automation script requires this information to import the virtual machines to the customer ESXi host.The table describes the values of each virtual server and associated properties.
The table describes the values of each virtual server and associated properties.
|
Column |
Description |
Example |
|---|---|---|
|
CREATEVM |
Select YES to create a VM. Select NO to ignore. |
YES |
|
OPERATION |
Leave Blank. |
Leave Blank |
|
CUSTOMIZATION |
Select YES to apply values in the spreadsheet to the imported server. Select NO if you do not have the values at the time you complete the spreadsheet. If you do have the values but set to NO, the values will not be applied. |
YES |
|
SOURCE_HOST_IP |
The IP address or fully qualified name of the ESXi host where Template is created |
xx.xx.xx.xx |
|
SOURCE_DATASTORE_NAME |
The name of Datastore where Template is created. |
datastore2(1) |
|
SOURCE_VMNAME |
Leave blank. |
Leave blank. |
|
GOLDEN_TEMPLATE_NAME |
Enter the name for the golden template. |
GTCS-1A |
|
NEW_VM_NAME |
The name for the new VM. Should not contain spaces or special characters. Maximum of 32 characters. |
CallServerSideA |
|
DEST_HOST_IP |
The IP address or fully qualified name of the ESXi Host for the new VM. |
xx.xx.xxx.xxx |
|
DEST_DATASTORE_NAME |
The name of the Datastore for the new VM. |
datastore2(1) |
|
PRODUCT_VERSION |
Currently this field is applicable only for Cisco Unified Communications Manager. |
?? 10.0(x)? |
|
COMPUTER_NAME |
The NET BIOS name for the new computer. Maximum 15-characters. Do not use special characters. |
Demo-CallSrvA |
|
WORK_GROUP |
Dropdown: YES adds the VM to a WorkGroup and enables WORK_GROUP_NAME. NO adds the VM to a domain and enables DOMAIN_NAME, DOMAIN_USER, and DOMAIN_PASSWORD. |
NO |
|
WORK_GROUP_NAME |
Enter the Workgroup name. Used only if WORK_GROUP is set to YES. |
NA |
|
DOMAIN_NAME |
Enter the Domain name. Used only if WORK_GROUP is set to NO |
|
|
TIME_ZONE_LINUX_AREA |
Drop-down selection of the timezone area to be set Unified CM. For the United States of America, select America. |
America |
|
TIME_ZONE_LINUX_LOCATION |
Drop-down selection of the timezone location to be set for Unified CM, CUIC, or Finesse. |
Eastern |
|
TIME_ZONE_WINDOWS |
Drop-down selection of the timezone to be set for the Unified CVP and Unified CCE VMs. |
(GMT-05:00) Eastern Time (US & Canada) |
|
DOMAIN_USER |
The user name for a domain user with privileges to add the new computer to the domain. Enabled only if WORK_GROUP is set to NO. |
DOMAIN\Username |
|
DOMAIN_PASSWORD |
The password for the package123 domain user. Enabled only if WORK_GROUP is set to NO. |
package123 |
|
PRODUCT_KEY |
The valid Windows OS product key in the format xxxxx-xxxxx-xxxxx-xxxxx-xxxxx. |
ZZZM2-Y330L-HH123-99Y1B-GJ20B |
|
OWNER_NAME |
The full name of the owner. Administrator and Guest are not allowable names. This is a mandatory field for OS_TYPE Windows 2012. |
LabAdmin |
|
ORGANIZATION_NAME |
The Organization Name to be set for Unified CM, CUIC, or Finesse. |
MyName |
|
ORGANIZATION_UNIT |
The Organization Unit to be set for Unified CM, CUIC, or Finesse. |
MyUnit |
|
ORGANIZATION_LOCATION |
The Organization Location to be set for Unified CM, CUIC, or Finesse. |
MyCity |
|
ORGANIZATION_STATE |
The Organization State to be set for Unified CM, CUIC, or Finesse. |
MyState |
|
ORGANIZATION_COUNTRY |
Drop-down selection of the Organization Country to be set for Unified CM, CUIC, or Finesse. |
United States of America |
|
NTP_SERVER |
The IP Address of the NTP server. |
xx.xx.xxx.xxx |
|
NIC_NUM |
Values in the field are pre-populated based on VM_TYPE field and are protected. Values are “1” or “2”. |
2 |
|
SUB_NET_MASK_NIC1 |
A valid subnet mask (IPv4 address) for NIC 1. |
xx.xx.xxx.xxx |
|
IP_ADDRESS_NIC1 |
A valid IPv4 address for NIC 1. |
xx.xx.xxx.xxx |
|
DNS_ALTERNATE_NIC1 |
A valid IPv4 address for the alternate DNS for NIC1. |
xx.xx.xxx.xxx |
|
DEFAULT_GATEWAY_NIC1 |
A valid Default gateway (IPv4 address) for NIC1. |
xx.xx.xxx.xxx |
|
DNS_IP_NIC1 |
A valid IPv4 address for the primary DNS for NIC1. |
xx.xx.xxx.xxx |
|
IP_ADDRESS_NIC2 |
A valid IPv4 address for NIC 2. Valid only if the value in the NIC_NUM fields is 2. |
xx.xx.xxx.xxx |
|
SUB_NET_MASK_NIC2 |
A valid subnet mask (IPv4 address) for NIC 2. For Unified CCE VMs only. |
255.255.255.255 |
|
DNS_IP_NIC2 |
A valid IPv4 address for the primary DNS for NIC2. For Unified CCE VMs only. |
xx.xx.xxx.xxx |
|
DNS_ALTERNATE_NIC2 |
A valid IPv4 address for the alternate DNS for NIC2. For Unified CCE VMs only. Must differ from the address of the primary DNS for NIC2. (Optional) |
xx.xx.xxx.xxx |
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VM_NETWORK |
Leave Blank |
Leave Blank |
Install and Configure Jabber for Windows
Install and Configure Jabber Client
| Step 1 | Launch CiscoJabberSetup.msi. The installation program opens a window to guide you through the installation process. |
| Step 2 | Select Accept and Install to begin the installation. |
| Step 3 | Check Launch Cisco Jabber and select Finish. |
| Step 4 | Select Manual setup and sign-in. |
| Step 5 | In Select your Account Type window check Cisco Communication Manager ( Phone capabilities only). |
| Step 6 | In the Login server select: use the following servers and enter the details of TFTP server, CTI server and CUCM server . Click Save |
| Step 7 | Enter the User Name( the end user created in CUCM for jabber phone) and Password and sign in. |
Configure Jabber Using UCDM
Add End User
| Step 1 | Log in as Provider / Customer Admin. |
| Step 2 | Navigate to Location Administration > End Users. |
| Step 3 | Choose a Location from the drop-down list. |
| Step 4 | Click Add. |
| Step 5 | Enter Username, Password, Lastname and then, choose a Role from drop-down list. |
| Step 6 | Fill rest of the form with User Details and click Next. |
| Step 7 | Enter Phone Pin for the user. |
| Step 8 | Select Feature Group. |
| Step 9 | Select Access Profile, Security Profile, and Feature Display Policy. |
| Step 10 | Click Add. |
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