Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1)

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Book Title

Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1)

Chapter Title

Preface

Results

Updated:
August 30, 2019

Chapter: Preface

Preface

Change History

This table lists changes made to this guide. Most recent changes appear at the top.

Change See

Date

Cumulative minor defect fixes

April, 2019

Initial Release of Document for Release 11.5(1)

August, 2016

New Upgrade Tomcat Utility section added.

Upgrade Tomcat Utility

About This Guide

This document describes security hardening configuration guidelines for Cisco Unified Intelligent Contact Management (Unified ICM) on Windows Server 2012 R2. The term "Unified ICM" includes: Unified Contact Center Enterprise/Hosted (Unified CCE/CCH), and Cisco Unified Intelligent Contact Management Enterprise/Hosted. Optional Unified ICM applications that apply to these server configurations are also addressed here, except for the following:

  • Enterprise Chat and Email

  • Dynamic Content Adapter

References throughout this document to "Unified ICM/Cisco Unified Contact Center Enterprise (Unified CCE)" assume these configurations. Do not use with security hardening on any accompanying applications in the customer's particular solution, whether provided by a Cisco partner or Cisco, such as PSO applications, with security hardening. Consider special testing and qualification to ensure that security configurations do not hinder the operation of those applications.

The configurations presented in this document represent the parameters that Cisco uses internally to develop and test the applications. Other than the base Operating System and application installations, any deviation from this set cannot be guaranteed to provide a compatible operating environment. You cannot always uniformly implement the configurations in this document. Your implementation can modify or limit the application of these guidelines to meet certain corporate policies, specific IT utilities (for example, backup accounts), or other external guidelines.

Audience

This document is primarily intended for server administrators and OS and application installers.

The target reader of this document is an experienced administrator familiar with SQL Server 2014 and Windows Server 2012 R2 installations. The reader is also fully familiar with the applications in the Unified ICM/Unified CCE solution, as well as with the installation and administration of these systems. The intent of these guidelines is to additionally provide a consolidated view of securing the various third-party applications on which the Cisco contact center applications depend.

Related Documents

Documentation for Cisco Unified ICM/Contact Center Enterprise, as well as related documentation, is accessible from Cisco.com at: http://www.cisco.com/cisco/web/psa/default.html.

Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), Cisco Agent Desktop (CAD), Cisco Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP), Cisco Unified IP IVR, and Cisco Unified Intelligence Center. The following list provides more information:

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Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

  • A character string that the user enters but that does not appear on the window such as a password.

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