- 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:
- June 21, 2016
Chapter: Prerequisites
Prerequisites
Hardware Requirements
HCS for Contact Center Release supports Tested Reference Configurations (see Tested Reference Configurations) and Specification-Based Hardware (see Specification-Based Hardware Support)
- Tested Reference Configurations
- Specification-Based Hardware Support
- Additional Hardware Specification
Tested Reference Configurations
This section lists the specifications for the UCSB200 M4 Blade server. At the source system, the service provider uses one core server for the golden template environment. The customer destination system must run in a duplexed environment using a pair of core Unified Computing System (UCS) UCSB200 M4 blade servers known as Side A and Side B.
|
Server Model |
Cisco UCS B200 M4 Tested Reference Configuration (TRC) blade server |
|---|---|
|
CPU Type |
Intel(R) Xeon(R) 2.60 GHz E5-2660 v3/105W 10C/25MB Cache |
|
CPU Cores |
Two 10-core CPUs |
|
Memory |
16 X [16GB DDR3-1866-MHz-RDIMM/PC-3-14900/dual rank/x4/1.5v] |
|
Disks |
Diskless |
|
Virtual Interface |
Cisco UCS VIC 1240 modular LOM for M4 blade servers |
|
Part Number |
UCS-UC-B200M4 |
Specification-Based Hardware Support
Cisco HCS for Contact Center supports specification-based hardware, but limits this support only to the UCS B-Series blade hardware. This section provides supported server hardware, component version, and storage configurations.
|
Server |
Component |
Description |
|---|---|---|
|
Cisco UCS B2XX Blade Server, such as |
CPU Type |
You must use the processors that meet the requirements of full UC performance. For more information about CPU types, see http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#CPU.C2.A0Table_1_-_Allowed_Specs-based_CPUs |
|
Memory |
128 GB minimum |
|
|
Virtual Interface Card |
All Cisco Virtual Interface Cards (VICs) are supported. |
 Note | For specification-based hardware, total CPU reservations must be within 65 percent of the available host CPU and total memory reservations must be within 80% of the available host memory. |
Additional Hardware Specification
|
Server |
Components |
Description |
|---|---|---|
|
Cisco Unified Border Element Enterprise Gateway |
CUBE-E |
ISR G2 with a combination of TDM and VXML. 29xx, 39xx series routers. |
|
Cisco UCS C240 M3/M4 Rack Server |
Perimeta SBC |
Install on C-Series rack server |
|
Cisco Unified SIP Proxy |
CUSP |
Services Module with Services Ready Engine |
|
Adaptive Security Appliance |
ASA |
Cisco ASA 55xx series For small contact center it should be 5585 or 5580. |
Software Requirement
The following table contains the software requirements for core Cisco components of Cisco HCS for Contact Center.
| Components | Major Release Version |
|---|---|
| Unified Contact Center Enterprise |
11.0(2) ES1 or later MR |
| Unified CVP |
11.0(1) or later MR |
| Cisco Finesse |
11.0(1) or later MR |
| Unified Intelligence Center |
11.0(1) or later MR |
| Live Data Reporting System |
11.0(1) or later MR |
| Unified CCDM | 11.0(1) or later MR |
| Unified Communication Manager | 10.5(2) ES43 or later MR |
| Unified Communications Domain Manager | 10.6 or later MR |
| Cisco IOS Gateways |
15.5(3)T or later MR |
For Nexus, ASA, and Perimeta SBC supported release version, see http://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-hcs/tsd-products-support-series-home.html compatibility matrix document.
The following table contains the software requirements for optional Cisco components of Cisco HCS for Contact Center.
|
Component |
Major Release Version |
|---|---|
|
Unified WIM and EIM |
11.0(1) or later MR |
|
Cisco RSM |
11.0(1) or later MR |
|
Cisco MediaSense |
11.0(1) or later MR |
|
Avaya PG |
10.5(2) or later releases |
|
Cisco Virtualized Voice Browser |
11.0(1) or later |
Automation Software
Note | Automation software is required for golden templates only. |
|
Software |
Version |
Download |
Notes |
||
|---|---|---|---|---|---|
|
GoldenTemplateTool zip file |
11.0(1) |
Download and extract the GoldenTemplateTool .zip file to run the automation tool. See Automated Cloning and OS Customization. |
|||
|
PowerCLI |
5.5, 32-bit |
Use PowerCLI to run the automation script. |
|||
|
OVF Tool |
32-bit |
downloadGroup=OVFTOOL350&productId=353 |
|||
|
WinImage |
8.5 , 32-bit |
See http://winimage.com/download.htm.
|
WinImage creates a floppy image (.flp file) from the platformConfig.xml file. This file contains parameters for customizing VOS primary and secondary nodes. |
Third-Party Software
|
Software |
Version |
Notes |
|---|---|---|
|
Microsoft Windows Server 2012 R2 Standard Edition |
Service Pack 1 |
Used for Windows based Virtual Machines. |
|
Microsoft SQL Server 2014 x64 Standard Edition |
Service Pack 1 |
Used for Unified CCE, CCDM, and WIM databases |
|
vCenter Server |
5.1, 5.5 or 6.0 |
Required for deploying virtual machines. |
|
ESXi Server |
5.1, 5.5 or 6.0 |
Required for deploying virtual machines. |
|
vSphere Client |
5.1, 5.5 or 6.0 |
Required for managing a virtualize infrastructure. |
|
Java Development Kit (JDK) |
Version 1.7 |
— |
|
Microsoft Excel |
Release 2003 or later |
Required to complete GT Tool Automation Spreadsheet. |
|
Anti-Virus: |
||
|
Symantec Endpoint Protection |
12.1 |
Required for all applications that run on the Windows platform. For more information, see Install Antivirus Software. |
|
Trend Micro Server Protect version |
5.8 |
|
|
McAfee VirusScan Enterprise |
8.8i |
|
|
Browser: |
||
|
Internet Explorer |
9.0 or later |
Required for Contact Center Provisioning and Web Administration. |
|
Firefox |
24 or later |
|
Required Software Licenses
Following information contains the number of software licenses required to deploy a single instance of Cisco Hosted Collaboration Solution for Contact Center:
|
Development Type |
Software Type |
Total Number of Licenses |
|---|---|---|
|
Unified CCDM (dual-tier) |
Microsoft Windows Server 2012 R2 Standard Edition |
4 |
|
Microsoft Windows SQL Server 2014 x64 Standard Edition |
2 |
|
Development Type |
Software Type |
Components |
Total Number of Licenses |
Total Number of Licenses |
|---|---|---|---|---|
|
500 Agent |
Microsoft Windows Server 2012 R2 Standard Edition |
Unified CCE Unified CVP |
4 4 |
8 |
|
Microsoft Windows SQL Server 2014 x64 Standard Edition |
Unified CCE |
2 |
2 |
|
|
1000 Agent |
Microsoft Windows Server 2012 R2 Standard Edition |
Unified CCE Unified CVP |
4 6 |
10 |
|
Microsoft Windows SQL Server 2014 x64 Standard Edition |
Unified CCE |
2 |
2 |
|
|
4000 Agent |
Microsoft Windows Server 2012 R2 Standard Edition |
Unified CCE Unified CVP |
12 19 |
31 |
|
Microsoft Windows SQL Server 2014 x64 Standard Edition |
Unified CCE |
6 |
6 |
|
|
12000 Agent |
Microsoft Windows Server 2012 R2 Standard Edition |
Unified CCE Unified CVP |
30 51 |
81 |
|
Microsoft Windows SQL Server 2014 x64 Standard Edition |
Unified CCE |
10 |
10 |
|
|
SCC (Core Components) |
Microsoft Windows Server 2012 R2 Standard Edition |
Unified CCE Unified CVP |
8 19 |
27 |
|
Microsoft Windows SQL Server 2014 x64 Standard Edition |
Unified CCE |
6 |
6 |
|
|
SCC (Per sub customer) |
Microsoft Windows Server 2012 R2 Standard Edition |
Unified CCE |
2 |
2 |
Note | You can use same 4000 agent deployment model licenses for shared component sub-customer option of Small Contact Center deployment model. |
|
Development Type |
Software Type |
Total Number of Licenses |
|---|---|---|
|
Cisco RSM |
Microsoft Windows Server 2012 R2 Standard Edition |
1 |
Open Virtualization Format Files
Open Virtualization Format files (OVAs) are required for golden templates. HCS for Contact Center uses the OVAs that define the basic structure of the corresponding VMs that are created - including the CPU, RAM, disk space, reservation for CPU, and reservation for memory.
Note | The VMs and software components are optimized for Cisco HCS for Contact Center. You must use the OVAs for Cisco HCS for Contact Center. |
- Hosted Collaboration Solution for Contact Center OVA
- Unified Communications Manager OVA
- Unified Intelligence Center OVA
- Live Data Reporting System OVA
- Cisco Finesse OVA
- Cisco Remote Silent Monitoring OVA
- Cisco MediaSense OVA
- Avaya PG OVA
- Cisco Virtualized Voice Browser OVA
Hosted Collaboration Solution for Contact Center OVA
The Cisco Hosted Collaboration Solution for Contact Center OVA filename HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova contains the deployment configurations for 500, 1000, 4000, 12000 and Small Contact Center agent deployments.
The Shared Management requires the following configurations:
The 500 agent deployment requires the following configurations:
-
CCE Call Server- 500 Agent
-
CCE Data Server- 500 Agent
-
CVP Call/VXML Server
-
CVP Reporting Server- 500 Agent
-
CVP OAMP Server
The 1000 agent deployment requires the following configurations:
-
CCE Call Server- 1000 Agent
-
CCE Data Server- 1000 Agent
-
CVP Call/VXML Server
-
CVP Reporting Server- 1000 Agent
-
CVP OAMP Server
The 4000 agent deployment requires the following configurations:
-
CCE Rogger Server
-
CCE AW-HDS-DDS Server
-
CCE Agent PG Server
-
CCE VRU PG Server
-
CVP Call/VXML Server
-
CVP Reporting Server
-
CVP OAMP Server
Unified Communications Manager OVA
The Unified Communications Manager OVA filename cucm_10.5_vmv8_v1.9.ova contains the Unified Communications Manager deployment configuration for the Publisher and Subscriber nodes.
Note | After you deploy OVA for 500 agent deployment model, modify the vCPU value to 2. |
-
The 500 agent deployment requires CUCM 2500 user node configurations
-
The 1000 agent deployment requires CUCM 7500 user node configurations
-
The 4000 agent deployment requires CUCM 7500 user node configurations
-
The 12000 agent deployment requires CUCM 7500 user node configurations
- The Small Contact Center agent deployment with 100 agents requires CUCM 2500 user node configurations.
-
The Small Contact Center agent deployment with 500 agent requires CUCM 7500 user node configurations.
Unified Intelligence Center OVA
The Cisco Unified Intelligence Center Reporting Server OVA filename HCS-CC_11.0(1)_CUIC_vmv8_v2.3.ova contains the Unified Intelligence Center deployment configuration for the Publisher and Subscriber nodes.
- The 500 agent deployment requires CUIC _LIVEDATA for HCS - 500 Agent configurations
- The 1000 agent deployment requires CUIC _LIVEDATA for HCS - 1000 Agent configurations
- The 4000 agent deployment requires CUIC for HCS configurations
- The 12000 agent deployment requires CUIC for HCS configurations
- The Small Contact Center agent deployment requires CUIC for HCS configurations
Live Data Reporting System OVA
Cisco Finesse OVA
The Cisco Finesse OVA filename HCS-CC_11.0(1)_Finesse_vmv8_v1.0.ova contains the Cisco Finesse deployment configuration for the Primary and Secondary nodes.
-
The 500 agent deployment requires Cisco Finesse - 500 Agent configuration.
-
The 1000 agent deployment requires Cisco Finesse configurations.
-
The 4000 agent deployment requires Cisco Finesse configurations.
-
The 12000 agent deployment requires Cisco Finesse configurations.
-
The Small Contact Center 100 agent deployment requires Cisco Finesse - SCC 100 Agent configurations
-
The Small Contact Center 500 agent deployment requires Cisco Finesse - 500 Agent configurations
Cisco Remote Silent Monitoring OVA
The Cisco Remote Silent Monitoring OVA filename HCS-CC_11.0(1)_CCE-RSM_vmv9_v1.0.ova contains the Cisco Remote Silent Monitoring deployment configurations.
Cisco MediaSense OVA
The Cisco MediaSense OVA filename cms_11.0_vmv8_v1.0.ova contains the following Cisco MediaSense deployment configurations.
Avaya PG OVA
The Avaya PG OVA filename HCS-CC_11.0(1)_CCDM-CCE-CVP_vmv9_v1.0.ova contains the Avaya PG deployment configurations.
Cisco Virtualized Voice Browser OVA
The Cisco Virtualized Voice Browser OVA file VB_11.0_vmv8_v2.5.ova contains the required configuration for deployment of virtual machine.
Deployment Checklists
- Checklists for 500 and 1000 Agent Deployment
- Checklists for 4000 Agent Deployment
- Checklists for Small Contact Center Agent Deployment
- Checklist for 12000 Agent Deployment
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