Cisco Hosted Collaboration Solution for Contact Center Configuration Guide 12.5(1)

Configure Customer Instance for the 2000 Agent Deployment Model

Follow this sequence of tasks to create the customer instance to deploy 2000 agent for Cisco HCS for CC for Contact Center.

Table 1. Create customer instance for 2000 agent deployment of Cisco HCS for CC 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 PG
7	Configure Unified CVP
8	Configure Cisco IOS Enterprise Voice Gateway
9	Configure Unified Communications Manager
10	Configure Unified Intelligence Center Coresident Deployment
11	Configure Cisco Finesse

What to do next:

To establish secure connection between a client and a server, use one of the following security certificates:

CA certificates, see CA Certificates

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 must be installed and up to date in all VMs.

Set Up Virtual Machine Startup and Shutdown

Procedure

Step 1	In the VMware vSphere Client window, select ESXi server.
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 the Allow virtual machines to start and stop automatically with the system check box.
Step 6	Use the Move Up and Move Down buttons to rearrange the virtual machines under Automatic Startup in the following order: 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 Antivirus Software
.
Configure a DNS Server
Create Two-Way Forest Trust

Create a Virtual Machine for the Domain Controller

Procedure

Step 1	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, see Domain and Active Directory Considerations for HCSCC section of Solution Design Guide for Cisco Hosted Collaboration Solution for Contact Center http://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-installation-guides-list.html.

Install Antivirus Software

Perform this procedure for both golden-template and for direct-install options.

Install any of the antivirus software products supported by HCS for CC for Contact Center.

For more information on the anitvirus software and versions supported by HCS for CC for Contact Center, see Contact Center Enterprise Compatibility Matrix at https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-device-support-tables-list.html.

Install any of the antivirus software products supported by Enterprise Chat and Email. For more information on the anitvirus software and versions supported by Enterprise Chat and Email, see the System Requirements for Enterprise Chat and Email at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.htm.

Important

Update antivirus software, manually - do not enable automatic updates.

Tip

To allow required access to installation program files or folders, perform file-blocking exclusions in the antivirus product file-and-folder protection rules. To do this in McAfee VirusScan:

Launch the VirusScan console.
Right-click Access Protection, then select Properties.
In the Anti-virus Standard Protection category, make sure that the Prevent IRC communication check box is unchecked in the Block column.

Important

HCS for CC for Contact Center supports Symantec Endpoint Protection.

Be aware that in the firewall component of Symantec Endpoint Protection 12.1, the Network Threat Protection feature, must be disabled. If it remains enabled, which is the default, both sides of the duplexed router shows up in simplex mode, thus blocking communications between each side of the router. This blocking impacts all deployment types.

If you retain the default (enabled) start services on side A and B of the router, a Symantec message pops up in the system tray indicating: The client will block traffic from IP address [side A router address] for the next 600 seconds(s). This message also appears in the client management security log. The Symantec Network Threat Protection traffic log indicates that a default firewall rule called “Block_all” was dynamically enabled. The result in both sides of the router come up in simplex mode.

To avoid the issue, you must disable the Symantec firewall and restart both sides of the router. To do this, double click the Symantec icon in the system tray and select Change Settings. Then configure settings for Network Threat Protection and uncheck the Enable Firewall check box at the top of the Firewall tab.

Disable Port Blocking

If you have installed Unified CVP Server components on a computer that has antivirus software configured to block ports, exclude Unified CVP processes and Tomcat executables.

Note

Exclude the following folders from on-access scanning configuration of the AV program for all Antivirus scans:

c:\Cisco, c:\Temp, c:\tmp, c:\db, c:\IFMXDATA

It is the customer's responsibility to deploy the VXML applications after the Antivirus scans. This also applies to the custom java/jar/class files deployed in the shared path.

For more information on the Virus Scan guidelines, refer to the following sections of the UCCE documentation:

The Virus Protection section of UCCE Design Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.

The General Antivirus Guidelines section of the Security Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html

Enable DNS Server

Procedure

Step 1

Go to Start > Server Manager.

Step 2

In the Server Manager window, select Manage > Add Roles and Features.

Step 3

In the Before You Begin tab, click Next.

Step 4

In the Installation Type tab, choose Role based or feature based installation option and click Next.

Step 5

The Server Selection tab, displays the list of servers that are running on Windows Server. Select a server from this list and click Next.

Step 6

On the Server Roles tab, do the following:

Select the Active Directory Domain Services if you intend to promote a domain controller.
In the Add Features that are required for Active Directory Domain Services? dialog box, ensure the following tools are listed and then click Add Features.
- Remote Server Administration Tools
  - Role Administration Tools
    - AD DS and AS LS Tools
      
      [Tools] AS DS Snap-Ins and Command-Line Tools
      
      [Tools] Active Directory Administrative Center

Step 7

Select DNS Server.

Step 8

In the Add Features that are required for DNS Server? dialog box, ensure the following tools are listed and then click Add Features.

Remote Server Administration Tools
- Role Administration Tools
  - [Tools] DNS Server Tools

Step 9

In the Features tab, ensure Remote Server Administration Tools and Role Administration Tools are selected and click Next.

Step 10

In the AD DS tab, click Next.

Step 11

In the DNS Sever tab, click Next.

Step 12

n the Confirmation tab, click Install.

The Result tab displays the progress of the DNS server installation.

Step 13

After the installation completes, click on the Promote this server to a domain controller link to make the server a domain controller.

Step 14

In the Deployment Configuration tab, select Add a New Forest, enter a valid fully qualified domain DNS name, and click Next.

Note

Enter a valid domain name that adheres to the naming conventions listed at https://support.microsoft.com/en-us/help/909264/naming-conventions-in-active-directory-for-computers-domains-sites-and

Step 15

In the Domain Controller Options tab, enter the following and click Next:

From the Forest functional level drop-down list, select Windows Server version based on your AD version.

From the Domain functional level drop-down list, select Windows Server version based on your AD version.

Note

You can also choose to set the forest functional level to an older Windows Server version.

Ensure that the Domain Name System (DNS) Server and the Global Catalog (GC) check box is checked.
Set the Directory Services Restore Mode password.

Step 16

In the Additional Options tab, enter the NetBios name and click Next.

Step 17

In the Paths tab, enter the paths where you would like to store the database, log files, and SYSVOL.

Step 18

In the Review Options tab, click Next.

Step 19

In the Prerequisites Check tab, you can read through the warning if any and click Install.

The Results page displays whether the installation was a success. The server will automatically reboot in 10 minutes.

Configure a DNS Server

To configuring a DNS server, see Configure DNS Server.

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 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 for CCE Components
6	Allocate a Second Virtual Hard 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 Network Cards

Note

Do this for all the Unified CCE 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.
Step 8	Optional: Add another entry for the private high IP address.
Step 9	Click OK twice. Then, click Close.

Configure Public 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.
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.

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.

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.

Configure the Domain Manager

This procedure creates a organizational unit (Cisco_Unified CCE, facility,instance) from any of the Unified CCE PGs.

Note

The domain manager is a one-time configuration. You do not need to configure the domain manager for side B.

Note

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 Unified CCE domain or skip the below procedure if you want to install Agent PG in the Unified CCE domain.

Procedure

Step 1	Click the Windows Start icon, and then select the Downward Arrow icon to display all applications.
Step 2	Select the Domain Manager icon from the list of applications.
Step 3	Log in as a user who has permissions to create organizational units (OUs) in the domain.
Step 4	In the section on the left, expand the domain.
Step 5	Add the Cisco root as Cisco_Unified CCE : 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 6	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 7	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 8	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 for CCE Components

Procedure

Step 1	Click the Windows Start icon, and then select the Downward Arrow icon to display all applications.
Step 2	Open Microsoft SQL Server Management Studio.
Step 3	Log in.
Step 4	Expand Security and then Logins.
Step 5	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. Ensure that public and sysadmin are both checked.

Allocate a Second Virtual Hard Drive

After deploying the OVA files, the second hard drive is no longer automatically created. To create a second hard drive:

Procedure

Step 1

Right-click the virtual machine and click Edit Settings.

Step 2

In the Hardware tab, click on Add.

The Add Hardware window appears.

Step 3

You can select the type of device you wish to add. Select Hard Disk, and then click Next.

Step 4

Select the Create a new virtual disk option, and then click Next.

Step 5

In the Capacity section, use the Disk Size box to assign the desired disk space, and then click Next.

Note

Virtual machine templates for Logger, Rogger, AW, and HDS servers do not have a SQL database drive preprovisioned. The following reference table can be used to assign disk space to the virtual machine based on the type:

Virtual Machine Template	Default Second Disk Size
Logger	500 GB
Rogger	150 GB
AW-HDS-DDS	500 GB
AW-HDS	500 GB
HDS-DDS	500 GB

You can custom size the SQL database disk space to meet data retention requirements, as calculated by the Database Estimator tool.

Step 6

On the Disk Provisioning section choose Thick provision Lazy Zeroed format. Click Next.

Step 7

In the VM Options > Advanced Options section, retain the default options and then click Next.

Step 8

In the Ready to Complete section, click Finish to create the hard disk.

Step 9

Click OK to confirm the changes.

The Recent Tasks window at the bottom of the screen displays the progress.

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

In the Summary window

Enter the domain user.

Verify that the user is created in the specified domain,

For more information on creating the domain user, see Create Users in Active Directory.
Enter the valid password.
Review the Summary and click Finish.

Note

Do not start service until all Unified CCE components are installed.

Caution

Use the same domain user account for all the distributor and logger services. If you want to use different domain accounts for the logger and the distributor, ensure that the distributor service user account is added to the local logger UcceService groups on Side A and Side B.

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

To calculate database and log file size, download and use the Database Size Estimator from https://software.cisco.com/download/type.html?mdfid=268439622&catid=null.

Alternative option is to size the database and log using the values from the following table.

Procedure

Step 1

Open SQL Server 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 enabled for log files. Log files automatically grow in 10 percent increments.

Step 5

Set the initial size of the data and log files according to the Database Size Estimator 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	12000 and 24000 agent
Side A, Side B	122900	1024	Other HCS for CC for CC Deployments

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 2000 agents deployments, typically 2-4.
For 4000 agents deployment, typically 2-4.
For 12000 agents deployment, typically 2-16.
For 24000 agents deployment, typically 2-32.

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 Unified CCE 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.

Load Base Configuration

Complete this procedure to import base configuration parameters.

Procedure

Step 1	Based on your timezone, download the HCS-CC_12.5.1-Day1_2000_NA.zip or HCS-CC_12.5.1-Day1_2000_UK.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 Unified CCE Rogger on Side A.
Step 4	Open the ICMDBA Tool on the Unified CCE Rogger on Side A.
Step 5	Select the Unified 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 Unified 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 Unified CCE Rogger of source in Server Name field and click OK. Click Add in Destination pane. Enter hostname for Unified CCE Rogger of destination in Server Name field and click OK. Click Synchronize.
Step 13	Click Start and then click OK on all messages.

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 3. 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 for CCE Components
5	Allocate a Second Virtual Hard Drive
6	AW-HDS-DDS
7
8	Verify Cisco Diagnostic Framework Portico
9	Cisco SNMP Setup
10	Set the HCS for CC Deployment Type

Create Instance

Procedure

Step 1	Launch Unified CCE 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).

Before you begin

Create a domain user if a domain user does not exist already for that service account. For more information on creating the domain user, see Create Users in Active Directory.

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.
Check 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

In the Summary window

Enter the domain user of the service account.

Create a domain user if a domain user does not exist already for that service account. For more information on creating the domain user, see Create Users in Active Directory.
Enter the valid password.
Review the Summary and click Finish.

Note

Do not start service until all Unified CCE components are installed.

Caution

Database and Log File Size

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

Before you begin

Use Database Size Estimator 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

Select 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 enabled for log files. Log files automatically grow in 10 percent increments.

Step 6

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

Table 4. Data and Log File Size
Database	Data size (MB)	Log Size
<instance>_hds	409600	1024

Set the HCS for CC Deployment Type

Before you begin

Ensure that a domain user logging into CCE Web Administration is part of the UcceConfig local group of all Unified CCE AW DB (real-time distributor) machines.
Import self-signed certificate from CCE AW component into the AW Machine where the deployment type would be set. For more information, see .

Procedure

Step 1

Launch CCE Web Administration.

Step 2

Step 3

Set the HCS for CC for CC 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 for 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

What to do next

Set the principal AW and configure it with the Diagnostic Framework Service domain, username, and password if you have not already.

Configure Permissions in the Local Machine

In this release,Unified CCE defaults to providing user privileges by memberships to local user groups on local machines. This technique moves authorization out of Active Directory. However, it requires a one-time task on each local machine to grant the required permissions.

Note

You can use the ADSecurityGroupUpdate registry key to choose between the new default behavior and the previous behavior. For more information, see the chapter on solution security in the Solution Design Guide.

Before using the Configuration Manager tool, configure the required registry and folder permissions for the UcceConfig group.

Configure Registry Permissions

This procedure only applies to distributor machines. Grant the required registry permissions for the UcceConfig group on the local machine.

Note

In Unified CCE Administration Client, the AdminClient installer does not create the local group UcceConfig. You must manually create local group UcceConfig.

Procedure

Step 1	Run the regedit.exe utility.
Step 2	Select HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM.
Step 3	Right-click and select Permissions.
Step 4	If necessary, add UcceConfig in Group or user names.
Step 5	Select UcceConfig and check Allow for the Full Control option.
Step 6	Click OK to save the change.
Step 7	Repeat the previous steps to grant Full Control to the UcceConfig group for HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Cisco Systems, Inc.\ICM.
Step 8	Repeat the previous steps to grant Full Control to the UcceConfig group for HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\WinSock2.
Step 9	In Unified CCE Administration Client open Local security policy and go to User Rights Assignment. Right click Create Global Object. Go to properties and add the local Group UcceConfig.

Configure Folder Permissions

Grant the required folder permissions to the UcceConfig group on the local machine.

Procedure

Step 1	In Windows Explorer, select C:\icm.
Step 2	Right-click and select Properties.
Step 3	On the Security tab, select UcceConfig and check Allow for the Full Control option.
Step 4	Click OK to save the change.
Step 5	Repeat the previous steps to grant Full Control to the UcceConfig group for C:\Temp.

What to do next

To establish secure connection between a client and a server, use one of the following security certificates:

Configure Unified CCE PG

The following table explains the tasks that you must perform to configure Unified CCE PG on both side A and B.

Table 5. Configure Unified CCE Unified PG on Side A and B
Sequence	Tasks	Done?
1	Configure Network Cards
2	Validate Network Card
3	Configure Unified CCE Encryption Utility
4	Configure CUCM Peripheral Gateway
5	Configure VRU Peripheral Gateway
6	Configure MR Peripheral Gateway
7	Configure CTI Server
8	Upgrade Cisco JTAPI Client on PG
9	Verify Cisco Diagnostic Framework Portico
10	Cisco SNMP Setup
11	Start Unified CCE Services

Configure CUCM Peripheral Gateway

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

Configure CUCM PG
Prepare to Add PG
Add CUCM PG
Add CUCM PIM
After Creating PIMs

Configure CUCM PG

Before you begin

You can lauch the Configuration Manager after logging into a windows machine only if you are a domain administrator or part of any one of the following groups:

UcceConfig Local group
Local administrator group

Procedure

Step 1	Open Configuration Manager > PG Explorer.
Step 2	Select the option Enable Agent Reporting for CUCMPG1 Routing Client.
Step 3	Enter the Primary and Secondary CTI address and port information in the Unified Communications Manager PG for the Cisco Unified WIM and EIM feature.
Step 4	In the Agent Distribution tab, enter a site name in Administration and Data Server field.

Prepare to Add PG

Procedure

Step 1	Open Peripheral Gateway Setup.
Step 2	In the ICM Instances pane, click Add.
Step 3	In the Add Instance window, select the appropriate Facility and Instance Name from the drop-down list.
Step 4	In the Instance Number field, enter `0`.
Step 5	Click Save.

Add CUCM PG

Procedure

Step 1	Open Peripheral Gateway Setup.
Step 2	In the Instance Components pane, click Add.
Step 3	From the ICM/CCE/CCH Component Selection dialog box, select Peripheral Gateway.
Step 4	In the Peripheral Gateway Properties dialog box: Check the Production mode check box. Check the Auto start at system startup check box. Check the Duplexed Peripheral Gateway check box. In the PG Node Properties ID pane, from the ID drop-down list, select the appropriate PG. Select the appropriate side (Side A or Side B). In the Client Type Selection pane, add CUCM to the Selected types. Click Next.

Add CUCM PIM

Procedure

Step 1

In the Peripheral Gateway Component Properties window, click Add.

Step 2

From the Client Type drop-down list, select CUCM.

Step 3

From the Available PIMS list, select PIM, then click OK.

Step 4

In the CUCM Configuration dialog box, check the Enabled check box.

Step 5

In the Peripheral name field, enter the peripheral name.

Step 6

In the Peripheral ID field, enter the logical controller ID.

Step 7

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

Note

For the SCC deployment model, agent extension length is 8.

Step 8

In the CUCM Parameters pane, configure as follows:

In the Service field, enter the hostname of appropriate Unified Communications Manager subscriber.
In the User ID field, enter the user ID.
In the User Password field, enter the Unified Communication Manager password.
In the Mobile Agent Codec field, select G.711U or G.711A or G.729.
Click OK.

Step 9

Repeat these steps to configure the remaining PIMs.

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

After Creating PIMs

Procedure

Step 1

In the Logical Controller ID field, enter the logical controller ID of the PIM.

Step 2

In the CTI Wrapup Data Delay field, enter 0, then click Next.

Step 3

In the Device Management Protocol Properties window:

Select the appropriate side (Side A or Side B).
In the Side A Properties panel, select Call Router.
In the Side B Properties panel, select Call Router.
In the Usable Bandwidth (kbps) field, retain the default values.
In the Heartbeat Interval (100ms) field, enter 4, then click Next.

Step 4

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

Step 5

For Side A only:

In the Private Interfaces pane, click QoS.
In the PG Private Link QoS Settings pane, check the Enable QoS check box, then click OK.
In the Visible(Public) Interfaces, click QoS.

In the PG Private Link QoS Settings pane, check the Enable QoS check box, then click OK.

Note

For 12000, 24000, and SCC deployments, if there are six or more Agents PGs, then QoS must be disabled.

Step 6

In the Peripheral Gateway Network Interfaces window, click Next.

Step 7

In the Check setup Information window, click Next.

Step 8

In the Setup Complete window, click Finish.

Note

Do not start Unified CCE /CCNodeManager until all Unified CCE components are installed.

Configure VRU Peripheral Gateway

Add VRU PG
Add VRU PIM
After Creating PIMs

Add VRU PG

Procedure

Step 1	Open Peripheral Gateway Setup.
Step 2	In the Instance Components pane, click Add.
Step 3	From the Component Selection dialog box, select Peripheral Gateway.
Step 4	In the Peripheral Gateway Properties dialog box: Check the Production mode check box. Check the Auto start at system startup check box. Check the Duplexed Peripheral Gateway check box. In the PG Node Properties ID pane, from the ID drop-down list, select PG3. Select the appropriate side (Side A or Side B). In the Client Type Selection pane, add VRU to the Selected types. Click Next.

Add VRU PIM

Caution

Before you enable secured connection between the components, ensure to complete the security certificate management process.

For more information, see the Security Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

Procedure

Step 1	In the Peripheral Gateway Component Properties window, click Add.
Step 2	From the Client Type drop-down list, select VRU.
Step 3	Select the appropriate PIM from the Available PIMS list, then click OK.
Step 4	In the Configuration dialog box, check the Enabled check box.
Step 5	In the Peripheral name field, enter the CVP server name.
Step 6	In the Peripheral ID field, enter the logical controller ID of CVP server.
Step 7	In the VRU Hostname field, enter the hostname of the CVP server.
Step 8	In the VRU Connect port field, enter `5000`.
Step 9	In the Reconnect interval (sec) field, enter `10`.
Step 10	In the Heartbeat interval (sec) field, enter `5`.
Step 11	From the DSCP drop-down list, select CS3(24).
Step 12	Check the Enable Secured Connection option to enable secured connection. This establishes a secured connection between VRU PIM and CVP.
Step 13	Click OK.
Step 14	Repeat these steps to configure the remaining PIMs.

Configure MR Peripheral Gateway

Add Media Routing PG
Add Multichannel PIM to 2000 Agent Deployment
Add Outbound PIM
After Creating PIMs

Add Media Routing PG

Configure Media Routing PG, though Multichannel and Outbound are not used. In this case, Media Routing PG remains idle or disabled.

Procedure

Step 1	Open Peripheral Gateway Setup.
Step 2	In the Instance Components pane, click Add.
Step 3	From the Component Selection dialog box, select Peripheral Gateway.
Step 4	In the Peripheral Gateway Properties dialog box: Check the Production mode check box. Check the Auto start at system startup check box. Check the Duplexed Peripheral Gateway check box. In the PG Node Properties ID pane, from the ID drop-down list, select the appropriate PG. Select the appropriate side (Side A or Side B). In the Client Type Selection pane, add MediaRouting to the Selected types. Click Next.

Add Multichannel PIM to 2000 Agent Deployment

Caution

Before performing the step to enable the secured connection between the components, ensure that the security certificate management process is completed.

Procedure

Step 1

In the Peripheral Gateway Component Properties window, click Add.

Step 2

From the Client Type drop-down list, select Media Routing.

Step 3

From the Available PIMS list, select MR PIM1, then click OK.

Step 4

In the Configuration dialog box, check the Enabled check box.

Step 5

In the Peripheral name field, enter the peripheral name.

Step 6

In the Peripheral ID field, enter the logical controller ID of the Unified CCE component you are adding. The following are the names by which the Unified CCE components are represented in the database.

Name of ECE is Multichannel
Name of CCP is Multichannel2
Name of THIRD_PARTY_MULTICHANNEL is MutliChannel3

Example:

If you are adding ECE, find the component of the name Multichannel in the database. Enter the logical controller ID of that component in the Peripheral ID field.

Step 7

In the Application Hostname (1) field, enter the hostname or the IP address of the ECE services server.

Step 8

In the Application connection port (1) field, enter the port number.

Note

Use the port number that is on the ECE services server that PIM uses to communicate with the application. The default port is 38001.

Step 9

In the Application Hostname (2) field, leave the field blank.

Step 10

In the Application connection port (2) field, leave the field blank.

Step 11

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

Step 12

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

Step 13

Check the Enable Secured Connection option.

This establishes a secured connection between the MR PIM and the application server.

Ensure that you provide the correct information in the application hostname(1) and Application Connection Port(1) fields.

Step 14

Click OK.

Add Outbound PIM

Caution

Before you enable secured connection between the components, ensure to complete the security certificate management process.

Procedure

Step 1	In the Peripheral Gateway Component Properties window, click Add.
Step 2	From the Client Type drop-down list, select Media Routing.
Step 3	From the Available PIMS list, select MR PIM2, then click OK.
Step 4	In the Configuration dialog box, check the Enabled check box.
Step 5	In the Peripheral name field, enter the peripheral name.
Step 6	In the Peripheral ID field, enter the logical controller ID.
Step 7	In the Application Hostname (1) field, enter the hostname or the IP address of Agent PG machine of Side A.
Step 8	In the Application connection port (1) field, retain the default value.
Step 9	In the Application Hostname (2) field, enter the hostname or the IP address of Agent PG machine of Side B.
Step 10	In the Application connection port (2) field, retain the default value.
Step 11	In the Heartbeat interval (sec) field, enter `5`.
Step 12	In the Reconnect interval (sec) field, enter `10`.
Step 13	Check the Enable Secured Connection option. This establishes a secured connection between MR PIM and Application Server. Ensure that you provide the correct information in the Application Hostname(1) and Application Connection Port(1) fields.
Step 14	Click OK.

Configure CTI Server

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

Caution

Before enabling secured connection between the components, ensure that the security certificate management process is completed. For more information on security certificate management, see Security Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

Procedure

Step 1

Select 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.
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:

To enable secured connection, check the Enable Secure-Only Mode checkbox.
Enter the appropriate port number in the Client Connection Port Number field. The default port is 42027 for non-secured connection and 42030 for secured connection. Ensure that the CTI server port matches with the CTI Gateway (CG) configuration.

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 CCE /CC Node Manager until all Unified CCE components are installed.

Upgrade Cisco JTAPI Client on PG

If you upgrade Unified Communications Manager (Unified CM) in the contact center, also upgrade the JTAPI client that resides on the PG. To upgrade the JTAPI client, uninstall the old version of the client, restart the server, and reinstall a new version. You install the JTAPI client using the Unified Communications Manager Administration application.

To install the JTAPI client for the Unified CM release that you have upgraded to, see the Install Cisco JTAPI Client on PG topic.

Before you begin

Before you perform this procedure, you must:

Uninstall the old JTAPI client from the Unified Communications Manager PG
Restart the PG server.

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.

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

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.

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 eachUnified CCE Server machine, open Unified CCE Service Control.
Step 2	Start the Unified CCE component services.

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

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

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 4.6 ASP.NET 4.6 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

Procedure

Step 1	Select Start > Administrative Tools.
Step 2	Select Server Manager and click Manage.
Step 3	Select Add Roles and Features and click Next.
Step 4	In the Installation Type tab, select Role-based or feature-based Installation and click Next.
Step 5	Select required server from the list and click Next.
Step 6	On the Server Roles page, expand Web Server (IIS).
Step 7	Check FTP Server and click Next.
Step 8	On the Features page, click Next.
Step 9	On the Configuration page, 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 2000 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	Allocate a Second Virtual Hard Drive	?
3	Unified CVP Reporting Users	?
4	Create Data Source for Cisco Unified CVP Report Data	?

Unified CVP Reporting Users

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

Procedure

Step 1	Log in to the Cisco Unified Intelligence Center Administration Console `(https://<HOST ADDRESS>/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 https://www.cisco.com/en/US/products/ps9755/prod_maintenance_guides_list.html or the Administration console online help.
Step 4	Click Save.

Set Up Active Directory Server for LDAP Users

Configure the Active Directory tab in the Cisco Unified Intelligence Center Administration console so that Unified CVP reporting users can log in to the Unified Intelligence Center reporting application with the user name and password that is defined in their domain.

Procedure

Step 1	In the Cisco Unified Intelligence Center Administration application, navigate to Cluster Configuration > Reporting Configuration and select the Active Directory tab.
Step 2	Complete all fields on this page, referring to the online help for guidance.
Step 3	Click Test Connection.
Step 4	When the connection is confirmed, click Save.

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 (https://<HOST ADDRESS>/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.
Step 5

Create Report Template

Follow these steps to create a Unified CVP Report Template from the Unified Intelligence Center at https://<hostname of CUICPublisher>:8444/cuic.


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

Create Data Source for Cisco Unified CVP Report Data

You can create or edit a data source only if you are assigned with a System Configuration Administrator role.

To create a data source, perform the following steps:

Procedure

Step 1

In the left navigation pane, choose Configure > Data Sources.

Step 2

In the Data Sources window, click New.

Step 3

In the Create Data Source dialog box, enter the datasource Name, Description, and select the Data Source Type.

Step 4

Click Next.

Step 5

In the data source details page, enter the following (Primary Node tab):

Field

Description

Host Settings

Datasource Host

The hostname or IP address of the target data source.

Port

The port number that allows Unified Intelligence Center to communicate with the database.

Note

The port number is a mandatory field only for the Informix database.

Database Name

Enter the name of the database.

Instance

Enter the instance of the database.

Note

The name of the database instance is a required field only for Informix databases.

Time zone

Select the time zone that the database is located in.

Authentication Settings

Database User ID

The user ID required to access the database.

Password

The password for the user ID required to access the database.

Charset

The character set that is used by the database.

Max Pool Size

The maximum pool size.

Note

Value ranges from 5 to 200. The default Max Pool Size value is 100 and is common for both the primary and secondary data source tabs.

Step 6

Click Test Connection to ensure that the database is accessible and the credentials provided are correct.

Step 7

Click the Secondary Node tab to configure a failover for the data source.

Step 8

Check the Enable Failover check box to configure a failover for the data source.

Step 9

Enter the required details for the failover data source. (Refer step 5)

Step 10

Click Save.

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 Reports

You can import the Unified Intelligence Center report, which is in either .xml or .zip file format.

The imported report retrieves data for the following entities:

Report
Report Definition
Value Lists
Views
Thresholds
Drilldowns

Template Help

Note

Each report template help folder has a size limit of 3 MB. If the folder size exceeds this limit, the system does not load the help content.

Note

You cannot import Report Filters and Collections.

Ensure that the data source is used to import the 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.

To import reports, perform the following steps:

Procedure

Step 1

In the left navigation pane, choose Reports.

Step 2

In the Reports listing page, click Import.

Step 3

Click Browse to select the file (.xml or .zip format) to be imported.

Note

Maximum file size for .zip file format is 60 MB and for .xml file format is 3 MB.

Step 4

Select the required file and click Open.

Step 5

Select the file location from the Save to Folder list to save the file.

Step 6

Click Upload.

Once the file is successfully uploaded, the table gets populated with the corresponding report template, current available version, and incoming version of the files being imported.

Step 7

Select a Data Source for the Report Definition only if the Report Definition for the report being imported is not defined in Unified Intelligence Center.

Step 8

Select a Data Source for the Value List that is defined in the Report Definition.

Note

Selection of a Data Source for the Value List is mandatory:

If the Value List does not use the same Data Source as the Report Definition.
For Real Time Streaming Report Definitions.

Step 9

Select the files to import or overwrite.

Overwrite—If the report being imported exists in the Unified Intelligence Center.
Import—If the report being imported is the new set of report files.

Step 10

Click Import.

Note

Importing a report to a different version of Unified Intelligence Center is not supported. However, when you upgrade Unified Intelligence Center, report templates continue to work in the upgraded version.
Importing manually edited XMLs is not supported.

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 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

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

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 server on side B for the 1000 agent deployment.
There are eight Unified CVP servers on Side A and eight Unified CVP server on side B for the 4000 agent deployment.

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 Servers.

Configure Unified CVP Server Component

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

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.

On the General tab, name the community string.
On the Devices tab, select the required device from the list of available devices.
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.
Click Add New.
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 and 24000 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.	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 default timeout value 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 and 24000 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

Procedure

Step 1

Configure global settings.

voice service voip
	no ip address trusted authenticate
 allow-connections sip to sip
	signaling forward unconditional
	# If this gateway is being licensed as a Cisco UBE the following lines are also required
 mode border-element
 ip address trusted list
  ipv4 0.0.0.0 0.0.0.0               # Or an explicit Source IP Address Trust List
sip
		rel1xx disable
		header-passing
		options-ping 60
  midcall-signaling passthru

Step 2

Configure voice codec preference:

voice class codec 1
     codec preference 1 g711ulaw
     codec preference 2 g729r8

Step 3

Configure default services:

#Default Services
application
     service survivability flash:survivability.tcl

Step 4

Configure gateway and sip-ua timers:

gateway
	media-inactivity-criteria all
	timer receive-rtp 1200

sip-ua
	retry invite 2
	retry bye 1
	timers expires 60000
	timers connect 1000
	reason-header override

Step 5

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 6

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 7

Configure the hardware resources (transcoder, conference bridge, and MTP):

Note

This configuration section is unnecessary for virtual CUBE or CSR 1000v Gateways. They do not have physical DSP resources.

#For gateways with physical DSP resources, 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 8

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 9

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

Configure VXML Gateway

Before you begin

Note

If you have configured VVB, it is not mandatory to configure VXML Gateway. You may configure either VVB or VXML Gateway, or configure both.

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 for Windows
4	Unified Communications Manager License
5	Activate Services
6	Validate Clusterwide Domain Configuration
7	Upgrade Cisco JTAPI Client on PG
8	Configure SNMP

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.

Bias-Free Language

Results

Chapter: Configure Customer Instance

Configure Customer Instance

Configure Customer Instance for the 2000 Agent Deployment Model

Upgrade VMware Tools

Procedure

Set Up Virtual Machine Startup and Shutdown

Procedure

Create a Domain Controller Server

Create a Virtual Machine for the Domain Controller

Procedure

Install Antivirus Software

Disable Port Blocking

Enable DNS Server

Procedure

Configure a DNS Server

Create Two-Way Forest Trust

Configure Cisco Unified CCE Rogger

Configure Network Cards

Procedure

Configure Private Ethernet Card

Procedure

Configure Public Ethernet Card

Procedure

Set Local Administrator Password

Procedure

Verify the Machine in Domain

Procedure

Configure the Domain Manager

Procedure

Configure Unified CCE Encryption Utility

Procedure

What to do next

Create and Bind System CLI Certificate

Procedure

Configure SQL Server for CCE Components

Procedure

Allocate a Second Virtual Hard Drive

Procedure

Configure the Unified CCE Logger

Procedure

What to do next

Database and Log File Size

Before you begin

Procedure

Configure the Unified CCE Router

Procedure

What to do next

Load Base Configuration

Procedure

Configure Unified CCE AW-HDS-DDS

AW-HDS-DDS

Create Instance

Procedure

Create HDS Database

Procedure

Configure AW-HDS-DDS

Before you begin

Procedure

Database and Log File Size

Before you begin

Procedure

Set the HCS for CC Deployment Type

Before you begin

Procedure

What to do next

Configure Permissions in the Local Machine

Configure Registry Permissions

Procedure

Configure Folder Permissions

Procedure

What to do next

Configure Unified CCE PG

Configure CUCM Peripheral Gateway

Configure CUCM PG

Before you begin

Procedure

Prepare to Add PG