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Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICM/CCE 11.5

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Book Title

Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICM/CCE 11.5

Chapter Title

Cisco Contact Center Gateway Deployment Example

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Updated:
November 16, 2016

Chapter: Cisco Contact Center Gateway Deployment Example

Cisco Contact Center Gateway Deployment Example

Example Topology

This chapter provides an example of how to deploy a Cisco Contact Center Gateway. The procedures create a working example of a Parent/Child system that uses Unified IP IVR. This example introduces you to the concepts and tasks that are involved in a successful deployment.


Note

The procedures show how to set up and configure one side of the redundant components. Set up and configure the other side on your own.

The example is based on the illustrated deployment.


Note

This example does not use BELOCVP1. The example includes BELOCVP1 to show how you can connect another Child system to the example deployment.

Figure 1. Example Deployment

The Parent site consists of these components:

  • Central Controller (BELOCC)
  • Redundant Generic Peripheral Gateways, PG2A (BELO-1A) and PG2B (BELO-1B), which interface with the parent Unified Communications Manager (BELO-CCM1)
  • Unified Communications Manager (BELO-CCM1), which routes calls to these extensions: DNs 2301-2304
  • IP IVR (BELO-IVR1)
  • Redundant Unified CCE Gateway Peripheral Gateways, PG5A (BELO-3A) and PG5B (BELO-3B), which interface with the child redundant System PGs (PG1A and PG1B)

The Child site consists of these components:

  • Redundant Unified CCE System Peripheral Gateways, PG1A (BELO-5A) and PG1B (BELO-5B), which interface between the parent redundant Unified CCE Gateway PGs (BELO-3A and BELO-3B) and the Unified Communications Manager (BELO-CCM2)
  • Unified Communications Manager (BELO-CCM2), which routes calls to the local extensions (DNs 2301-2304) and to the IP IVR (BELO-IVR2)
  • IP IVR (BELO-IVR2)
  • A Central Controller and an Administration & Data Server (BELO-5C)

Example Prerequisites

The example assumes that you have:

  • Installed the appropriate contact center software on each machine as described in Cisco Unified Contact Center Enterprise Installation and Upgrade Guide. The installation places the files into a machine's \bin directory.
  • Are familiar with using the Domain Manager.
  • Installed and configured the Unified Communications Manager.

    Note

    A Parent/Child deployment can use another ACD controller instead of the Unified Communications Manager.

  • Configured the extensions (DNs) from 2301 to 2304.
  • Configured the local route points in this table:

    Route point

    Target

    2500

    Any available skill group

    2501

    SG01

    2502

    SG02

Deploy the Child System

To deploy the example child system, you perform the following tasks:

  1. Run the Web Setup Tool to set up the child Administration & Data Server on BELO-5C.
  2. Run the Web Setup Tool and ICMDBA to set up the child Central Controller (CC) on BELO-5C.
  3. On the Administration & Data Server, run the Configuration Manager to add the System PGs. This task assigns the Logical Controller IDs (LCID) and the Peripheral IDs (PID) that are required during setup.
  4. Run the PG Setup Tool on BELO-5A and BELO-5B to setup PG1A and PG1B, respectively.
  5. Install and configure JTAPI, the CTI Server, and a desktop application on the System PGs.
  6. Use the Configuration Manager tools to configure the Agents, Skill Groups, Skill Group Members, Dialed Numbers, and Call Types.
  7. Use the Script Editor to manage Call Types, and to create and schedule routing scripts.

Set Up Child Administration & Data Server

To set up the Administration & Data Server, run the Web Setup Tool for the Administration & Data Server on BELO-5C.

Procedure
    Step 1   Run the Web Setup Tool on the computer designated as the child Central Controller (BELO-5C).
    Step 2   Click Instance Management, then click Add. The Add Instance dialog appears.
    Step 3   Select BELO (the Facility), then bh03 (the Instance to add).
    Step 4   Click Save.
    Step 5   Select Administration & Data Server, then click Add. The Add Administration & Data Server dialog appears.
    Step 6   Set the deployment model.
    1. Select bh03 (the Instance) from the drop-down menu.
    2. Select Enterprise as the deployment type.
    3. Select Small to Medium for the deployment size.
    4. Click Next.
    Step 7   Set the role for the Administration & Data Server.
    1. Select Administration Server and Real-time Reporting.
    2. Click Next.
    Step 8   Set the Administration & Data Server connectivity.
    1. Select Primary Administration & Data Server.
    2. Enter BELO-5C as the Secondary Administration & Data Server. You use the same Administration & Data Server as the primary for the secondary since there is only one.
    3. Enter BELO-5C-Site1 for the site name.
    4. Click Next.
    Step 9   Set the database and options by accepting the default settings, then click Next.
    Step 10   Set the Central Controller connectivity.
    1. Enter BELO-5C into each name field.
    2. Ensure that the Central Controller Domain is set to BELODC.cisco.com.
    3. Select Side A Preferred.
    4. Click Next. The Summary window appears.
    Step 11   Verify that all settings are correct, then click Next. The system configures the Administration & Data Server. Then the Administration & Data Server window appears and displays the Administration & Data Server information.

    Set Up Child Central Controller

    To set up the child Central Controller, you first run the Web Setup Tool for the CallRouter and then run the ICMDBA to create the Logger database. You perform both tasks on the Central Controller virtual machine (BELO-5C).

    Set Up Child CallRouter

    Run the Web Setup Tool on BELO-5C.

    Procedure
      Step 1   Run the Web Setup Tool.
      Step 2   Click Routers.
      Step 3   Click Add to set up the CallRouter. The Deployment dialog appears.
      Step 4   On the Deployment dialog:
      1. Ensure that the Instance is set to bh03.
      2. Select Side A.
      3. Select the appropriate Fault Tolerance mode, either Simplex or Duplex.
      4. Click Next.
      The Router Connectivity dialog appears.
      Step 5   Ensure all the fields indicate BELO-5C, then click Next. The Enable Peripheral Gateways dialog appears.
      Step 6   Enter 1 to indicate the number of PGs that you are deploying, then click Next. The Router Options dialog appears.
      Step 7   Leave all settings at the default (nothing selected) and click Next. The Summary dialog appears.
      Step 8   Ensure that the Router summary is correct, then click Finish. When the CallRouter setup completes, the Router successfully saved window appears.

      Set Up Child Logger

      To set up the child Logger on BELO-5C, you create a Logger database and then run the Web Setup Tool.

      Procedure
        Step 1   Choose Start > All Programs > Unified ICM-CCE-CCH Tools > ICMDBA.
        Step 2   Create the Logger database.
        See the Administration Guide for Cisco Unified Contact Center Enterprise & Hosted for detailed information on creating a Logger database.

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