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Installing and Configuring Cisco Hosted Collaboration Solution for Contact Center, Release 9.0

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Installing and Configuring Cisco Hosted Collaboration Solution for Contact Center, Release 9.0

Chapter Title

Tasks Common to Golden Templates

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Updated:
October 27, 2013

Chapter: Tasks Common to Golden Templates

Tasks Common to Golden Templates

Create Virtual Machines from OVAs

Complete the following procedure to create virtual machines from the OVAs.

Procedure
    Step 1   Select the Host in the vSphere client.
    Step 2   Choose File > Deploy OVF Template.
    Step 3   Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click Next.
    Step 4   Click Next at the OVF Template Details page.
    Step 5   Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32 characters. Click Next.
    Step 6   On the Name and Location page, enter a name of your choice in the Name field.
    Step 7   On the Deployment Configuration page, use the drop-down to select the appropriate configuration. Then click Next.
    Step 8   Choose a datastore on which to deploy the new virtual machine. Click Next.
    Step 9   On the Disk Format page, keep the default virtual disk format: Thin provisioned format. Click Next.
    Step 10   Click Finish.

    Create Virtual Machines from Cisco HCS for Contact Center OVA

    Complete the following procedure to create virtual machines from Cisco HCS for Contact Center OVA.

    Procedure
      Step 1   Select the Host in the vSphere client.
      Step 2   Choose File > Deploy OVF Template.
      Step 3   Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click Next.
      Step 4   Click Next at the OVF Template Details page.
      Step 5   Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32 characters. Click Next.
      Step 6   On the Name and Location page, enter a name of your choice in the Name field.
      Step 7   On the Deployment Configuration page, use the drop-down to select the appropriate configuration. Then click Next:
      1. For the Unified CCE Call Server, select CCE Call Server - 500 Agent for 500 agent deployment or CCE Call Server - 1000 Agent for 1000 agent deployment.
      2. For the Unified CCE Data Server, select CCE Data Server - 500 Agent for 500 agent deployment or CCE Data Server - 1000 Agent for 1000 agent deployment.
      3. For the Unified CVP Server, select CVP Server - 500 Agent for 500 agent deployment or CVP Server - 1000 Agent for 1000 agent deployment.
      4. For the Unified CVP OAMP Server, select CVP OAMP Server - 500 Agent for 500 agent deployment or CVP OAMP Server - 1000 Agent for 1000 agent deployment.
      5. For the Unified CVP Reporting Server, select CVP Reporting Server - 500 Agent for 500 agent deployment or CVP Reporting Server - 1000 Agent for 1000 agent deployment.
      6. For the Unified CCDM DB server, select Unified CCDM Database Server.
      7. For the Unified CCDM Web server, select Unified CCDM Web Server.
      Step 8   Choose a datastore on which to deploy the new virtual machine. See SAN Configuration for 500 Agent Deployment and SAN Configuration for 1000 Agent Deployment. Click Next.
      Step 9   On the Disk Format page, keep the default virtual disk format: Thin provisioned Lazy Zeroed format. Click Next.
      Note    For Unified CCDM, keep the virtual disk format: Thick provisioned Lazy Zeroed format.
      Step 10   For Unified CCE machines, confirm that the Network Mapping page is correct:
      1. Public to Visible Network
      2. Private to Private Network
      Step 11   Click Finish.
      Important:

      After the VM is created, you cannot rename it.
      Step 12   At the Successfully Completed message, click Close.

      Create Virtual Machines from Cisco Unified CM OVA

      Complete the following procedure to create virtual machines from the OVAs.

      Procedure
        Step 1   Select the Host in the vSphere client.
        Step 2   Choose File > Deploy OVF Template.
        Step 3   Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click Next.
        Step 4   Click Next at the OVF Template Details page.
        Step 5   Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32 characters. Click Next.
        Step 6   On the Name and Location page, enter a name of your choice in the Name field.
        Step 7   On the Deployment Configuration page, use the drop-down to select the appropriate configuration. Then click Next.
        Note   

        Select CUCM 2500 for 500 agent deployment or CUCM 7500 for 1000 agent deployment.
        Step 8   Choose a datastore on which to deploy the new virtual machine. Click Next.
        Step 9   On the Disk Format page, keep the default virtual disk format: Thin provisioned format. Click Next.
        Step 10   Click Finish.

        Install Microsoft SQL Server 2008 SP1 Standard Edition x64

        This task is required for golden templates for the Unified CCE Data Server.

        Install Microsoft SQL Server 2008 R2 x64 and store the SQL Server log and temporary files on the same physical disk as the operating system (typically the C drive). Use the secondary drive to store the Logger database (typically the D drive).

        Before You Begin

        The machine should be in domain before you install SQL.

        Procedure
          Step 1   Mount the Microsoft SQL Server 2008 ISO image to the virtual machine.
          Step 2   Run setup.exe.
          Step 3   Select Installation on the left pane and then click New installation or add features to an existing installation and then click OK.
          Step 4   On the Setup Support Rules page, click Ok.
          Step 5   On the Setup Support page , click install.
          Step 6   On the Product Key page, enter the product key and click Next.
          Step 7   Accept the Licence Terms and click Next.
          Step 8   on the Setup Support Rules page click Next.
          Step 9   On the Feature Selection page, click Select All and then click Next.
          Step 10   On the Installation Rules page, click Next.
          Step 11   On the Instance Configuration page, select Default Instance . Click Next.
          Step 12   On the Disk Space Requirements page, click Next.
          Step 13   On Server Configuration page, click the Services Account tab.
          1. For Service SQL Server Agent, select Account Name NT AUTHORITY\SYSTEM and Startup Type Automatic.
          2. For Service SQL Server Database Engine. select Account Name NT AUTHORITY\SYSTEM.
          3. For Service SQL Server Analysis Services, select Account Name NT AUTHORITY\SYSTEM.
          4. For Service SQL Server Reporting Services, select Account Name NT AUTHORITY\SYSTEM.
          Step 14   Remain on the Server Configuration page and click the Collation tab.
          1. Click Customize.
          2. Click the radio button Windows Collation designator and sort order.
          3. Select Collation designator as Latin1_General. and check Binary.
          4. Click OK. Click Next. on the Server Configuration page.
          5. Click Next.
          Step 15   On the Database Engine Configuration page:
          1. Check Mixed Mode.
          2. Enter your password and confirm it by reentering it.
          3. Click Add Current User.
          4. Click Next.
          Step 16   On the Analysis Services configuration page, click Add current user and then click Next.
          Step 17   On the Reporting Server configuration, check the radio button for Install but do not configure the report
          Step 18   Click Next.
          Step 19   Click Next on the Error reporting page.
          Step 20   Click Next on the Installation Configuration Rules page.
          Step 21   Click Install on the Ready to Install page.
          Step 22   Click Close at the Complete page.
          Step 23   Install SQL Server 2008 R2 Service Pack 1 x64. Follow the Wizard and accept all defaults.
          Step 24   Enable Named Pipes and set the sort order as follows:
          1. Open the SQL Server Configuration Manager.
          2. In the left pane, choose the SQL Native Client 10.0 Configuration (32bit) > Client Protocols.
          3. In the right pane, right-click Named Pipes and select Order.
          4. In the Client Protocols Properties window, select Named Pipes and Click Move Up or Move down to change the order of the protocols as follows: Shared Memory, Named Pipes, TCP/IP, then click OK.
          5. In the left pane, choose SQL Server Network Configuration > Protocols for MSSQLSERVER.
          6. In the right pane, right-click Named Pipes and select Enable.
          7. In the right pane,right-click TCP/IP and select Enable.
          Step 25   Enable autogrow as follows:
          1. Choose Start > All Programs > Microsoft SQL Server 2008R2 > SQL Server Management Studio.
          2. Click Connect > Databases. Then expand System Databases.
          3. Right-click tempdb and select Properties.
          4. Check Enable Autogrowth. Set In Percent to 10. Click OK.
          Step 26   Restart the SQL Server service..

          Convert Virtual Machine to Golden Template

          Perform this procedure for the golden-template install option.

          Note

          VMware uses the term Template. HCS for Contact Center uses the term Golden Template for templates consisting of application and operating systems that are used for HCS 9.0 for Contact Center.
          Procedure
            Step 1   If the VM is not already powered off, from the VM menu, select Power > Shut down the guest.
            Step 2   From the VMware vCenter Inventory menu, right-click the virtual machine and choose Template > Convert to Template.

            Mount ISO File

            Upload ISO image to datastore:

            1. Select the host and click Configuration. Then click Storage in the left panel.
            2. Select the datastore that will hold the ISO file.
            3. Click Browse this datastore. Then click the Upload icon.
            4. Click the Upload icon and select Upload file....
            5. Browse to the location on your local drive where you saved the ISO file and upload the ISO to the datastore.

            Mount the ISO image:

            1. Right-click the VM and select Edit virtual machine settings.
            2. Click Hardware and select CD|DVD Drive 1.
            3. Check Connect at Power On under Device status panel (upper right).
            4. Click the Datastore ISO File radio button and then click Browse.
            5. Navigate to the datastore where you uploaded the file.
            6. Select the ISO.

            Unmount the ISO image:

            1. Right-click the VM and select Edit virtual machine settings.
            2. Click Hardware and select CD|DVD Drive 1.
            3. Uncheck the Connect at power on check box (Device status panel, upper right).

            Enable Remote Desktop

            Procedure
              Step 1   Choose Start > Control Panel > System and Security.
              Step 2   Click the Allow remote access.
              Step 3   Select the middle option in the Remote Desktop panel Allow connections from computers running any version of Remote Desktop.

              Configure DNS Server

              DNS Configuration is mandatory for Cisco Unified Communications Manager, Cisco Unified Intelligence Center, and Cisco Finesse.

              Procedure
                Step 1   Login in to the DNS Server.
                Step 2   Click Start > Administrative Tools > DNS. This opens the DNS Manager.
                Step 3   In the Forward lookup zone, navigate to the domain name you have provided in the automation excel sheet.
                Step 4   Right-click the domain name and select New Host (A or AAAA).
                Step 5   In the New Host dialog box, enter the computer name and IP address of the VOS products (Unified Communications Manager, Unified Intelligence Center, and Finesse). Click Add Host.
                Step 6   The DNS manager automatically creates a New Host record in the Reverse Lookup Zones.
                Step 7   Check whether the Added Host exists in the Forward and Reverse Lookup Zones.

                Configure the Destination Servers

                Set up NTP and Time Configuration at the Customer Site

                Any domain controllers at the customer site must be configured to use NTP servers. The two ESXi core servers must point to the same NTP servers as the domain controllers. Additionally, you must review time configuration settings on the ESXi core servers. Doing this prevents a race condition and an incorrect time setting when the server starts or reboots.

                Procedure
                  Step 1   To add an NTP server to the domain controller:
                  1. Locate the Microsoft instructions on how to configure an authoritative time server in Windows Server.

                    Public NTP servers are available on the Internet if you do not have one.

                  2. Note down the IP address or domain name of the NTP server that you add.
                  Step 2   To point the ESXi core servers to the domain controller NTP servers:
                  1. For each core server, click the Configuration tab.
                  2. Choose Time Configuration > Properties... > Options.

                    This opens a panel with two sections: General and NTP Settings.

                  3. Click NTP Settings. Then click Add.
                  4. Enter the IP address or fully qualified domain name of the NTP Servers associated with the domain controller. Click OK. Click Restart.
                  Step 3   To set the startup policy for the NTP server(s):
                  1. Navigate to Time Configuration > Properties... > Options.
                  2. Click General.
                  3. Select Start and stop with host. Click OK.
                  Step 4   To review the time settings for the core servers:
                  1. Click the Configuration tab.
                  2. In the Software panel, select Time Configuration, which shows the Date & Time and the NTP Servers.
                  Step 5   To adjust the Date & Time if they are incorrect:
                  1. Click Properties... This opens the Time Configuration dialog box.

                  2. Change the Time and Date fields. Then click OK.

                  Install VMware Tools

                  VMware Tools is a suite of utilities that enhance the performance of the virtual machine's guest operating system and improve management of the virtual machine.

                  Procedure
                    Step 1   Right-click the VM menu. Select Guest > Install / Upgrade VMware tools.
                    Step 2   Wait for the pop-up (this may take time) and accept the default Automatic Tools Upgrade.
                    Step 3   Click OK.
                    Step 4   Restart when prompted.

                    Final Tasks

                    Log in to Unified CCE Administration

                    Complete the following procedure to log in to the Unified CCE administration.

                    Procedure
                      Step 1   Log on to UCCE Dataserver machine.
                      Step 2   Go to Start > All Programs > Cisco Unified CCE Tools > Administration Tools > CCE Web Administrator.
                      Step 3   Login with user credentials.

                      Set the HCS Deployment Type

                      Complete the following procedure to set the HCS deployment type.

                      Procedure
                        Step 1   Log in to the Unified CCE Administration.
                        Step 2   Click the Settings tab.
                        Step 3   Select Configure Deployment.
                        Step 4   Under Configure Deployment, select the deployment type.

                        View the Deployment Type

                        Complete the following procedure to view the deployment type.

                        Procedure
                          Step 1   Log in to the Unified CCE Administration.
                          Step 2   Click the Home tab.
                          Step 3   Click the General tab to view the deployment type.

                          View the System Validation Rules

                          Complete the following procedure to view the system validation rules.

                          Procedure
                            Step 1   Log in to the Unified CCE Administration.
                            Step 2   Click the Home tab.
                            Step 3   Click the System Validation tab.

                            View the System Configuration Limits

                            Complete the following procedure to view the Configuration Limits rules.
                            Procedure
                              Step 1   Log in to the Unified CCE Administration.
                              Step 2   Click the Home tab.
                              Step 3   Click the Capacity Info tab.

                              Install Anti-Virus Software

                              This procedure is required for the applications that use the Windows 2008 Operating System. These are the Unified CCE Call Server, the Unified CCE Data Server, the Unified CVP server, the Unified CVP OAMP server, and the Unified Reporting server.

                              Install one of the following anti-virus software products:

                              • McAfee VirusScan Enterprise 8.7i / 8.8i
                              • Symantec Endpoint Protection 11.0 / 12.1
                              • Trend Micro Server Protect Version 5.7 / 5.8
                              Important:

                              Update virus software manually. Do not enable automatic updates.


                              Tip
                              To allow required access to installation program files or folders, perform file-blocking exclusions in the anti-virus product file-and-folder protection rules. To do this in McAfee VirusScan:
                              • Launch the VirusScan console.
                              • Right-click Access Protection and select Properties.
                              • In the Anti-virus Standard Protection category, make sure that the rule Prevent IRC communication is unchecked in the Block column.
                              Important:

                              Packaged Contact Center Enterprise supports Symantec Endpoint Protection 12.1.

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

                              The problem occurs if you install Symantec Endpoint Protection 12.1 and leave the default settings. If you 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). The same message is also written to the security log in client management. The Symantec Network Threat Protection traffic log indicates that a default firewall rule called “Block_all” was dynamically enabled. The result, according to the router logs, is that both sides of the router come up in simplex mode.

                              To resolve 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 checkbox at the top of the Firewall tab.

                              Install Microsoft Windows Server

                              Complete the following procedure to install Microsoft Windows Server 2008 R2 Service Pack 1.

                              Procedure
                                Step 1   Mount the Microsoft Windows Server ISO image to the CD/DVD drive of the newly deployed virtual machine that you created in the procedures. For more information, see Mount ISO File.
                                Step 2   Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.
                                Step 3   Click Install Now.
                                Step 4   Select Full install. for the Windows Server 2008 R2 standard. Then click Next.
                                Step 5   Accept the license terms.
                                Step 6   Select Custom (Advanced). Choose disk 0 unallocated space and then click Next. The install begins.
                                Step 7   At the conclusion of the installation, click OK at the prompt to enter and confirm the user password.
                                Step 8   At the Customize This Server section of the initial configuration tasks, select Enable Remote Desktops. Select the middle option: Allow connections from computers running any version of Remote Desktop.
                                Step 9   Open the Network and Sharing Center and select Local Area Connections.
                                Step 10   In the Network Settings dialog box, configure the network settings and the Domain Name System (DNS) data:
                                1. Select Properties. Then select Internet Protocol Version 4.
                                2. Select Properties again. Then select Use the following IP Address.
                                3. Enter the IP address, Subnet mask, and Default gateway.
                                Step 11   Run Service Pack 1 for Windows Server 2008 R2.
                                Step 12   Run MS Windows Update.

                                Once the MS update is done, click Do not enable automatic updates.
                                What to Do Next

                                If Microsoft Windows Server installs Internet Explorer 8, you must upgrade to Internet Explorer 9.

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