Software Installations for Components

Install Microsoft Windows Server

Complete the following procedure to install Microsoft Windows Server on the virtual machines deployed.

Procedure

Step 1

Mount the Microsoft Windows Server ISO image to the virtual machine.

Check the Connect at power on check box when mounting the ISO.

Step 2

Power on the VM.

Step 3

Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.

Step 4

Click Install Now.

Step 5

If prompted, enter the product key for Windows Server and click Next.

Step 6

Select the Desktop Experience option for the Windows Server and click Next.

Step 7

Accept the license terms and click Next.

Step 8

Select Custom: Install Windows only (advanced), select Drive 0 to install Microsoft Windows Server, and then click Next.

The installation begins. After the installation is complete, the system restarts without prompting.

Step 9

Enter and confirm the password for the administrator account, and then click Finish.

Step 10

Enable Remote Desktop connections as follows:

  1. Navigate to Control Panel > System and Security > System.

  2. Click Remote Settings.

  3. Click the Remote tab.

  4. Select the Allow remote connections to this computer radio button. The Remote Desktop Connection dialog displays a notification that the Remote Desktop Firewall exception is enabled. Click OK.

Step 11

Install VMWare tools. See Install VMware Tools.

Step 12

Open the Network and Sharing Center, and in the View your basic network info and set up connections section, click Ethernet.

Step 13

In the Ethernet Status window, click Properties.

Step 14

In the Ethernet Properties dialog box, configure the network settings and the Domain Name System (DNS) data:

  1. Uncheck Internet Protocol Version 6 (TCP/IPv6).

  2. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.

  3. Select Use the following IP Address.

  4. Enter the IP address, subnet mask, and default gateway.

  5. Select Use the following DNS Server Address.

  6. Enter the preferred DNS server address, and click OK.

Microsoft Windows Server is installed. In addition, Internet Explorer 11 is installed automatically.

Note

If you want to install Unified CCE on a multilingual version of Windows Server, run the Multilingual User Interface (MUI) language pack. See https://software.cisco.com/download/release.html?mdfid=268439622&flowid=46046&softwareid=280840583.

If Unified CCE language pack is applied on Chinese Windows OS machine, set the screen resolution to 1600 x 1200.

Install VMware Tools

Use this procedure to install and upgrade VMware tools from the VMware vSphere Client.

To install or upgrade VOS for Cisco Finesse, Cisco Unified Intelligence Center, and Cisco Unified Communications Manager:

  1. Ensure that your virtual machine is powered on.

  2. Right-click the VM in the virtual machine menu. Select Guest > Install / Upgrade VMware tools

  3. Choose the automatic tools update and press OK.

The process takes a few minutes. When the process is complete, the tools are listed as Running (Current) on the VM's Summary tab in vSphere.

To install or upgrade VMs with Windows guest operating system:

  1. Ensure that your Windows virtual machine is powered on.

  2. Right click the VM in the virtual machine menu. Select Guest > Install / Upgrade VMware tools. Click OK on the popup window.

  3. Log in to the VM as a user with administrative privileges.

  4. Run VMware tools from the DVD drive.

    The installation wizard starts.

  5. Follow the prompts in the wizard to complete the VMware Tools installation. Choose the Typical installation option.

  6. When the VMware Tools installation has finished, restart the virtual machine for the changes to take effect.

When the process is complete, the tools are listed as Running (Current) on the VM's Summary tab in vSphere.

Configure Network Adapters for Unified CCE Rogger and Unified CCE PG

The Unified CCE Rogger and the Unified CCE PG each have two network adapters. You must identify them by MAC address and Network Label, rename them, configure them, and set the interface metric value.

Procedure

Step 1

Identify the MAC addresses and labels for the network adapters as follows:

  1. From vSphere, select and right-click the VM.

  2. Select Edit Settings. In the Hardware tab, click Network adapter 1. In the right panel, write down the last few digits of MAC addresses and note whether the label is PCCE Public or PCCE Private. For example, Network adapter 1 may have a MAC address that ends in 08:3b and the network label PCCE Public.

  3. Repeat for Network adapter 2, noting its MAC address and label.

  4. From the VM console, type ipconfig /all from the command line. This displays the adapter names and physical addresses.

  5. Note the adapter names and physical addresses and match them with the MAC addresses and labels that you noted in VMware. For example, in ipconfig/all, Local Area Connection 2 may have a physical address that ends in 08-3b.

  6. Match the MAC address of the network adapter that VMware identified as PCCE Public with the corresponding physical address of Local Area Connector. In this example, the physical address of Local Area Connection 2 (08-3b) matches the MAC address (08-3b) of Network adapter 1. This means that Local Area Connection 2 is PCCE Public.

    Note 

    Adapters may have a different name than Local Area Connection.

Step 2

Locate and rename the network adapters in Windows as follows:

  1. In Windows, open the Control Panel > Network and Sharing Center and click Change adapter settings.

  2. Right-click Local Area Connection and select Rename. Rename it to PCCE Public or PCCE Private, based on the matching you did above.

  3. Right-click Local Area Connection 2 and select Rename. Rename it to PCCE Public or PCCE Private, based on the matching you did above. In the example above, Local Area Connection 2 is renamed to PCCE Public.

Step 3

Set the Properties for PCCE Public as follows:

  1. Right-click PCCE Public and select Properties.

  2. In the Networking tab, uncheck Internet Protocol Version 6 (TCP/IPv6).

  3. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.

  4. In the General tab for Internet Protocol Version 4, select Use the following IP address and enter IP address, Subnet mask, Default gateway, and DNS servers.

  5. Click OK and Close to exit.

Step 4

Set the Properties for PCCE Private as follows:

  1. Right-click PCCE Private and select Properties.

  2. In the Networking tab, uncheck Internet Protocol Version 6 (TCP/IPv6).

  3. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.

  4. In the General tab for Internet Protocol Version 4, select Use the following IP address and enter IP address and Subnet mask.

  5. Click Advanced.

  6. Click the DNS tab and uncheck Register this connection's addresses in DNS.

  7. In the DNS server, add a new A record that resolves to the private IP address. Also, create an associated pointer record for reverse lookups.

    Note 

    For hostnames in A records, append the letter p to indicate that it is a private address.

  8. Click OK to exit.

Configure Network Adapter for Unified CCE AW-HDS-DDS, AW-HDS, HDS-DDS

Procedure

Step 1

Locate and rename the network adapter in Windows as follows:

  1. In Windows, open the Network and Sharing Center and click Change Adapter Settings .

  2. Right-click Local Area Connection and select Rename. Rename it to UCCE Public.

Step 2

Set the Properties for UCCE Public as follows:

  1. Right-click UCCE Public and select Properties.

  2. In the Networking dialog box, uncheck Internet Protocol Version 6 (TCP/IPv6).

  3. In the Networking dialog box, select Internet Protocol Version 4 (TCP/IPv4) and select Properties.

  4. In the General dialog box for Internet Protocol Version 4, select Use the following IP address and enter the IP address, the Subnet mask, the default gateway, and DNS servers.

  5. Click OK and Close to exit.

Add Machine to Domain

Procedure

Step 1

Navigate to Control Panel > System and Security > System.

Step 2

Click Change Settings.

Step 3

In the Computer Name tab, click Change.

Step 4

Change the name of the computer from the name randomly generated during Microsoft Windows Server installation. The name does not contain underscores or spaces.

Step 5

Select the Domain radio button to change the member from Workgroup to Domain.

Step 6

Enter qualified domain name and click OK.

Step 7

In the Windows Security dialog, enter the domain credentials and click OK.

Step 8

On successful authentication, click OK.

Step 9

Reboot the server and sign in with domain credentials.

Set Persistent Static Routes

For geographically distributed Central Controller sites, redundant Rogger, and Peripheral Gateway components typically have a Private IP WAN connection between Side A and Side B. Windows only allows one default gateway for each VM (which sends the Private Network traffic to the Public Network). So, you add a Static Route to all the VMs running the Rogger, and PG applications.

For geographically distributed Central Controller sites, redundant Rogger, logger, router, and Peripheral Gateway components typically have a Private IP WAN connection between Side A and Side B. Windows only allows one default gateway for each VM (which sends the Private Network traffic to the Public Network). So, you add a Static Route to all the VMs running the Rogger, logger, router, and PG applications.

To create a persistent static route with the route add command, you need the destination subnet, the subnet mask, the local gateway IP, and the interface number of the local Private Network interface:

route add <destination subnet> mask <subnet mask> <gateway IP> IF <interface number> -p

You must launch the DOS prompt as an administrator to run the commands in this procedure.

Procedure

Step 1

On each Rogger, or PG VM, run ipconfig /all.

Record the IPv4 Address, Subnet Mask, and Physical Address (MAC address) for the Private Network interface.
Step 2

On each of these VMs, run route print –4.

Record the Interface for the Private Network. You can identify the correct interface by looking for its Physical Address (MAC address).
Step 3

On each of these VMs, run route add <destination subnet> mask <subnet mask> <gateway IP> IF <interface number> -p to add a persistent static route for the remote Private Network.

On Side A VMs, use the gateway IP for Side B. On Side B VMs, use the gateway IP for Side A.

Run Windows Updates

Procedure

Go to Settings > Update & Security and run Microsoft Windows Update.

After the update is complete, click Do not enable automatic updates.

Install Microsoft SQL Server

Install Microsoft SQL Server, and store the SQL Server log and temporary files on the same physical disk as the operating system.


Note

For information about supported editions, see the Cisco Packaged CCE Software Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-device-support-tables-list.html.

Before you begin

Enable Microsoft .NET Framework 3.5 SP1 before installing SQL Server 2014. In the Windows Server, Server Manager, use the Add Roles and Features Wizard to enable the .NET Framework 3.5 SP1. See the Microsoft documentation at https://technet.microsoft.com/en-au/library/dn482071.aspx for detailed instructions.


Note

If your computer has no internet connection to get the updates, download and install Microsoft .NET Framework 3.5 SP1 manually.

Add the virtual machine to a domain before installing SQL Server.

Procedure

Step 1

Mount the Microsoft SQL Server ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.

Step 2

Run setup.exe.

Step 3

Select Installation in the left pane and then click New SQL Server stand-alone installation or add features to an existing installation. Click OK.

Step 4

On the Product Key page, enter the product key and then click Next.

Step 5

Accept the License Terms and then click Next.

Step 6

On the Feature Selection page, select on of the following; and then click Next.

  • Database Engine Services

  • Clients Tool Connectivity

  • Documentation Components

  • Management Tools - Basic

  • Management Tools - Complete

  • SQL Client Connectivity SDK
Step 7

Optional: On the Microsoft Update page, check the Use Microsoft Update to check for updates check box, and then click Next.

Note 

If you do not check the Use Microsoft Update to check for updates check box, click Next on the Product Updates page.

Step 8

On the Instance Configuration page, select Default Instance and click Next.

Step 9

For the remaining services, accept the default values.

Step 10

In the Start Up Type column, for the SQL Server Agent service account, select Automatic from the list.

Step 11

On the Database Engine Configuration page:

  1. On the Server Configuration tab, click the Mixed Mode radio button.

  2. Enter the password for the SQL Server system administrator account, and confirm by reentering it.

  3. Click Add Current User to add the user who is installing the SQL Server as an administrator.

  4. Click Next.

Step 12

On the Ready to Install page, click Install.

Step 13

On the Complete page, click Close.

Step 14

Enable Named Pipes and set the sort order as follows:

  2. In the left pane, navigate to SQL Native Client 11.0 Configuration (32bit) > Client Protocols.

  3. In the right pane, confirm that Named Pipes is Enabled.

  4. Right-click Client Protocols and select Properties.

  5. In the Enabled Protocols section of the Client Protocols Properties window, use the arrow buttons to arrange the protocols in the following order:

    1. Shared Memory

    2. Named Pipes

    3. TCP/IP

  6. Check the Enable Shared Memory Protocol and then click OK.

  7. In the left pane, navigate to SQL Server Network Configuration > Protocols for MSSQLSERVER.

  8. In the right pane, right-click Named Pipes and select Enable.

Note 

By default, Microsoft SQL Server dynamically resizes its memory. The SQL Server reserves the memory based on process demand. The SQL server releases the memory only when other processes request it, which can cause unnecessary memory monitoring tool alerts.

Cisco supports the Microsoft guideline to dynamically manage the SQL Server memory. If your solution raises too many memory alerts, you can manually limit SQL Server’s memory usage. Set the maximum limit of the memory with the maximum memory usage settings in the SQL Server Properties menu.

For more information on SQL Server memory settings and use, see the Microsoft SQL Server documentation

Step 15

Set the SQL Server's default language to English as follows:

  1. Launch SQL Server Management Studio.

  2. In the left pane, right-click the server and select Properties.

  3. Click Advanced.

  4. In the Miscellaneous section, set the Default Language to English.

  5. Click OK.

Important 

Set the SQL Server default language to English because Unified CCE requires a US date format (MDY). Many European languages use the European date format (DMY) instead. This mismatch causes queries such asselect * from table where date = '2012-04-08 00:00:00' to return data for the wrong date. Handle localization in the client application, such as Cisco Unified Intelligence Center.

Step 16

Restart the SQL Server service as follows:

  1. Navigate to the Windows Services tool.

  2. Right-click SQL Server (MSSQLSERVER) and click Stop.

  3. Right-click SQL Server (MSSQLSERVER) and click Start.

Step 17

Ensure that the SQL Server Browser is started, as follows:

  1. Navigate to the Windows Services tool.

  2. Navigate to the SQL Server Browser.

  3. Right-click to open the Properties window.

  4. Enable the service, change the startup type to Automatic, and click Apply.

  5. To start the service, click Start, and then click OK.

Set Users as System Administrators

Any users who are involved in installing or upgrading a Unified ICM/CCE & Hosted solution must be added as part of SQL Server Security login and associated with the System Administrator role. Complete the following steps to set a user as a System Administrator:

Procedure

Step 1

Open the Microsoft SQL Server Management Studio using the System Administrator login credentials.

Step 2

In the Object Explorer pane, click the Security folder.

The Security folder expands.

Step 3

Right-click the Logins folder, and then click New Login.

The Login-New view appears.

Step 4

In the Login name field, enter the Domain login name of the user whom you want to associate with the System Administrator role.

Use the following format:

<domain>\<username>
Step 5

In the Object Explorer pane, click the Server Roles folder.

The Server Roles view appears.

Step 6

Check the sysadmin check box.

Note 
This step is mandatory.

System administrator is a predefined fixed server-level role in the Microsoft SQL Server. The system administrator performs operations on a site-level. System administrators manage jobs, role definitions, and shared schedules that are used to run reports.

You must be a system administrator to create, modify, and delete individual records in the Configuration Manager tool.

For details about the sysadmin role, see the Microsoft SQL documentation.

Step 7

Click OK.

The user is now a part of the SQL Security login and is also associated with the System Administrator role.

Collation and Locale Settings for Localization

Microsoft SQL Server Collation Settings for Languages

You select a collation when you install Microsoft SQL Server, and it must be the collation that maps to the customer's language display.


Remember

If your initial collation selection is incorrect, you must uninstall Microsoft SQL Server and reinstall it with the correct collation configuration.

For the languages supported by Packaged CCE and the SQL Server Collation setting for each language, see the Cisco Packaged CCE Software Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-device-support-tables-list.html.

Windows System Locale

The Windows system locale must match the display language; otherwise some characters appear incorrectly in the user interface and are saved incorrectly to the database. For example, if the system locale is English and you are working in Spanish, characters such as the acute a appear incorrectly.

Perform this procedure at both CCE Roggers, both CCE PGs, both CCE AWs, and any external HDS systems.

  1. Open Control Panel > Clock, Language, and Region > Language.

  2. Add the required language in the Change your language preferences page.

  3. In the left pane, select Advanced settings.

  4. Select the language for the Override for Windows display language option.

  5. Select the language for the Override for default input method option.

  6. Save your work and restart the virtual machine.

Install Cisco Unified Contact Center Enterprise

Install the Unified Contact Center Release 11.0 12.0 software on your Unified CCE virtual machines. Install Unified Contact Center Release 11.0(1) before you install the Release 11.6(1) software.

Procedure

Step 1

Login as a user with administrative privileges.
Step 2

Mount the Cisco Unified CCE ISO image to the virtual machine. See Mount and Unmount ISO Files.

Step 3

Run setup.exe from the D:\ICM-­CCE-­CCH Installer directory.

Step 4

Follow the InstallShield procedures to install Cisco Unified CCE.

Step 5

When the installation completes, restart the computer when prompted.

Step 6

Before applying any ES, you must run the mandatory update for Packaged CCE, if a fresh install is being performed on Windows Server 2016. You can download the CCE 12.0 Mandatory Update for Fresh Install/Tech Refresh from https://software.cisco.com/download/home/268439622/type/280840583/release/12.0(1).

Step 7

Unmount the ISO image.

Install Cisco Unified Contact Center Enterprise Release 11.6(1)

Procedure

Step 1

Log in to your system as a user with administrative privileges.

Step 2

After either downloading the installer or placing the media in the drive, start the Cisco ICM Minor Release ICM Installer.

Step 3

Follow the on-screen instructions to install Unified CCE Release.

Step 4

After the installation is complete, unmount the ISO image.

Configure Network Adapters for Cisco Unified CVP

Unified CVP has only one network adapter to configure. You must rename it and set its properties.

Procedure

Step 1

Navigate to Control Panel > Network and Internet .

Step 2

Click Network and Sharing Center, and then click Change adapter settings in the left panel.

Step 3

Right-click the adapter and select Rename. Change the name to UCCE Public.

Step 4

Right-click UCCE Public and select Properties.

Step 5

In the Networking dialog box, de-select Internet Protocol Version 6 (TCP/IPv6).

Step 6

In the Networking dialog box, select Internet Protocol Version 4 (TCP/IPv4) and select Properties.

Step 7

In the General dialog box for Internet Protocol Version 4 , select Use the following IP address and enter the IP address, the Subnet mask, the default gateway and DNS servers.

Step 8

Click OK and Close to exit.

Install Cisco Unified CVP Server

Procedure

Step 1

Log in to your system as a user with administrative privileges.

Step 2

Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.

Step 3

Run setup.exe from the D:\ CVP\Installer_Windows directory.

Step 4

Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory:

  1. Accept the license agreement.

  2. In the Select Packages screen, check the type you are adding. Options are CVP Server, Operations Console, and Reporting Server.

    Note 

    Select Operations Console when creating the Unified CVP OAMP server VM.

  3. Click Next.

  4. On the Voice Prompt Encode Format screen, select the codec according to your requirement.

  5. In the Choose Destination Location screen, accept the default. Click Next.

  6. In the X.509 certificate screen, enter the information that you want to include in the certificate.

  7. In the Ready to Install screen, click Install.

  8. For the OAMP Server only, enter and confirm a password. Click Next.

  9. Select the option to restart the computer after installation. Click Finish.

Step 5

If Unified CVP Engineering Specials are available, copy them to the local drive. Follow the InstallShield wizard to install them.

Step 6

Unmount the ISO image.

Unified CVP Server installation automatically creates a default user for the Unified CVP Ops Console Server Web Services manager CLI, with the following credentials:

  • Username: wsmadmin

  • Password: password you entered for the OAMP Server

You can create and manage additional Web Services manager CLI users using the Unified CVP Operations Console, if needed.

Install Cisco Unified CVP Reporting Server

This task is required for the installation of the optional Unified CVP Reporting server.

The IBM Informix database server is installed as part of the Unified CVP Reporting Server.

Before installing the Unified CVP Reporting Server, you must configure a database drive. For more information .

Complete the following procedure to install the Unified CVP Reporting server:

Procedure

Step 1

Log in to your system as a user with administrative privileges.

Step 2

Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.

Step 3

Run setup.exe from the DVD drive located at the CVP\Installer_Windows directory.

Step 4

Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory:

  1. Accept the license agreement.

  2. In the Select Packages screen, check Reporting Server.

  3. In the Choose Destination Folder screen, select the folder location for the CVP installation folder.

  4. In the X.509 certificate screen, enter the information that you want to include in the certificate.

  5. In the Choose the database data and backup drive screen, enter the drive letter (typically, E).

  6. In the Database size selection screen, select Premium (438 GB).

  7. In the Ready to Install screen, click Install.

  8. Enter the Reporting Server password when prompted.

  9. Select the option to restart the computer after installation. Click Finish.

Step 5

If Unified CVP Engineering Specials are available, copy them to the local drive. Follow the InstallShield wizard to install them.

Step 6

Unmount the ISO image.

What to do next

Repeat this procedure if your deployment requires a second, external Unified CVP Reporting Server.

Ensure that you generate a license file and add the license file to C:\Cisco\CVP\conf\license. For more information, see Generate a License. Shut down and then start each of the CVP Reporting Servers for the new license to take effect.

You may see the following error:
CVP_12_0_Infrastructure-2-LICENSING: Evaluation license already expired on

Manually rename license file and extension to cvp.license.

Ensure you place it in the C:\Cisco\CVP\conf\license filepath.

Install Publishers/Primary Nodes of VOS-Based Contact Center Applications

This task is required for the publisher/primary nodes of the three VOS-based contact center applications: Cisco Finesse, Cisco Unified Communications Manager, and Cisco Unified Intelligence Center.

Before you begin

DNS Configuration is mandatory for installation of Cisco Unified Communications Manager, Cisco Unified Intelligence Center, Cisco Finesse and Cisco Identity Service (IdS). To configure DNS, add the VMs to the forward and reverse lookups of the DNS.

Procedure

Step 1

Create a virtual machine for your VOS-based contact center application using the OVA.

Step 2

Mount the ISO image for the software to the virtual machine.

Step 3

Select the virtual machine, power it on, and open the console.
Step 4

Follow the Install wizard, making selections as follows:

  1. In the Disk Found screen, click OK to begin the verification of the media integrity.

  2. In the Success screen, select OK.

  3. In the Product Deployment Selection screen:

    • If you are installing Finesse or Unified Communications Manager, select OK.

    • If you are installing Unified Intelligence Center, select Cisco Unified Intelligence Center with Live Data and IdS, and then select OK. The Cisco Unified Intelligence Center with Live Data and IdS option installs Cisco Unified Intelligence Center with Live Data, and Cisco Identity Service (IdS) on the same server.

  4. In the Proceed with Install screen, select Yes.

  5. In the Platform Installation Wizard screen, select Proceed.

  6. In the Apply Patch screen, select No.

    Finesse does not have this step.

  7. In the Basic Install screen, select Continue.

  8. In the Timezone Configuration screen, use the down arrow to choose the local time zone that most closely matches where your server is located. Select OK.

    Note 

    For Live Data servers, use the same timezone for all the nodes.

  9. In the Auto Negotiation Configuration screen, select Continue.

  10. In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units.

  11. In the DHCP Configuration screen, select No.

    Finesse does not have this step.

  12. In the Static Network Configuration screen, enter static configuration values. Select OK.

  13. In the DNS Client Configuration screen, click Yes to enable DNS client.

  14. Enter your DNS client configuration. Select OK.

    Important 

    DNS client configuration is mandatory for Finesse. If you do not perform this step, agents cannot sign in to the desktop and you must reinstall Finesse.

  15. In the Administrator Login Configuration screen, enter the Platform administration username. Enter and confirm the password for the administrator. Select OK.

  16. In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit, Location, State, and Country. Select OK.

  17. In the First Node Configuration screen, select Yes.

  18. In the Network Time Protocol Client Configuration screen, enter a valid NTP server IP address and select OK.

    Important 

    Proper NTP configuration is essential.

  19. In the Security Configuration screen, enter the security password and select OK.

  20. In the SMTP Host Configuration screen, select No.

    Finesse does not have this step.

  21. Unified Communications Manager only: On the Smart Call Home Enable screen, select Disable All Call Home on System Start.

  22. In the Application User Configuration screen, enter the application username. Enter, and confirm the application user password. Select OK.

  23. In the Platform Configuration Confirmation screen, select OK. The installation begins and runs unattended.

    • There is a reboot in the middle of the installation.

    • The installation ends at a sign-in prompt.

Step 5

Unmount the ISO image.

Configure the Cluster for Cisco Unified Communications Manager

Procedure

Step 1

Launch Unified Communications Manager Publisher in a browser (https://<IP Addr of CUCM Publisher>/ccmadmin ).

Step 2

Select System > Server > Add New.

Step 3

On the Server Configuration page, select CUCM Voice/Video for the Server Type. Click Next.

Step 4

On the Server Configuration page, enter the IP Address of the subscriber.

Step 5

Click Save.

Create a Unified Communications Manager AXL User Account

Create a Unified Communications Manager AXL user in Unified Communications Manager Administration. First create an Access Control Group with Standard AXL API Access, and then create an Application User with permission for that Access Control Group.

Procedure

Step 1

Launch Unified Communications Manager Administration in a browser (https://<IP Address of Unified Communications Manager Publisher>/ccmadmin ).

Step 2

Create an Access Control Group, as follows:

  1. Navigate to User Management > User Settings > Access Control Group.

  2. Click Add New.

  3. Enter a name for the Access Control Group.

  4. Click Save.

    The Access Control Group Configuration page opens.

  5. From the Related Links drop-down menu, select Assign Role to Access Control Group and click Go.

  6. Click Assign Role to Group.

    The Find and List Roles popup window opens.

  7. Click Find.

  8. Check the Standard AXL API Access check box.

  9. Click Add Selected.

  10. Click Save.

Step 3

Create an Application User, as follows:

  1. Navigate to User Management > Application User.

  2. Click Add New.

  3. Enter a name and password for the Application User.

  4. In the Permissions Information section, click Add to Access Control Group.

    The Find and List Access Control Group popup window opens.

  5. Click Find.

  6. Check the check box for the Access Control Group you created.

  7. Click Add Selected.

  8. Click Save.

Configure the Cluster for Cisco Unified Intelligence Center

Procedure

Step 1

Direct a browser to the URL https://<hostmame>:8443/oamp, where <hostname> is the hostname of your Cisco Unified Intelligence Center publisher.

Step 2

Sign in using the system application user ID and password that you defined during installation.

Step 3

From the section in the left, select Device Configuration.

Step 4

Click Add Member.

Step 5

On the Device Configuration fields for the Subscriber, enter a name, the hostname or IP address , and a description for the device.

Note 

All CUIC Subscribers must be entered here before you can install the software.
Step 6

After you complete the cluster configuration, restart the publisher.

Note 

For 2000 Agents deployment, the system updates the Live Data failover settings.

Configure the Cluster for Cisco Finesse

Procedure

Step 1

Launch the Cisco Finesse primary node in a browser (https://<FQDN of Finesse Primary node>/cfadmin).

If you are using an IPv6 client, you must include the port number in the URL (https://<FQDN of Finesse Primary node>:8445/cfadmin).

Step 2

Go to Home > Cluster Settings. (This path is based on the default configuration and assumes that you have not changed the page for the Cluster Settings gadget.)

Step 3

Add the hostname for the Cisco Finesse secondary node.

Step 4

Click Save.

Step 5

Restart Cisco Finesse Tomcat as follows:

  1. To stop the Cisco Finesse Tomcat service, enter this CLI command: utils service stop Cisco Finesse Tomcat .

  2. To start the Cisco Finesse Tomcat service, enter this CLI command: utils service start Cisco Finesse Tomcat .

Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications


Note

This task is required for installation of the subscriber/secondary nodes of the three VOS-based contact center applications: Cisco Finesse, Cisco Unified Communications Manager, and Cisco Unified Intelligence Center.

Before you begin

DNS Configuration is mandatory for installation of Cisco Unified Communications Manager, Cisco Unified Intelligence Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS.

Before you install the subscriber/secondary nodes, you must install the publisher/primary nodes and configure the clusters.

Procedure

Step 1

Create a virtual machine for your VOS-based contact center application using the OVA.

Step 2

Mount the ISO image for the software to the virtual machine.

Step 3

Select the virtual machine and power it on, and open the console.

Step 4

Follow the Install wizard, making selections as follows:

  1. In the Disk Found screen, click OK to begin the verification of the media integrity.

  2. In the Success screen, select OK.

  3. In the Product Deployment Selection screen:

    • If you are installing Finesse or Unified Communications Manager, select OK.

    • If you are installing Unified Intelligence Center, select Cisco Unified Intelligence Center with Live Data and IdS, and then select OK. The Cisco Unified Intelligence Center with Live Data and IdS option installs Cisco Unified Intelligence Center, Live Data, and Cisco Identity Service (IdS) on the same server.

Step 5

Follow the Install wizard, making selections as follows:

  1. In the Proceed with Install screen, select Yes.

  2. In the Platform Installation Wizard screen, select Proceed.

  3. In the Apply Patch screen, select No.

    Finesse does not have this step.

  4. In the Basic Install screen, select Continue.

  5. In the Timezone Configuration screen, use the down arrow to choose the local time zone that most closely matches where your server is located. Select OK.

    Note 

    For Live Data servers, use the same timezone for all the nodes.

  6. In the Auto Negotiation Configuration screen, select Continue.

  7. In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units.

  8. In the DHCP Configuration screen, select No.

    Finesse does not have this step.

  9. In the Static Network Configuration screen, enter static configuration values. Select OK.

  10. In the DNS Client Configuration screen, click Yes to enable DNS client.

    Important 

    DNS client configuration is mandatory for Finesse. If you do not perform this step, agents cannot sign in to the desktop and you must reinstall Finesse.

  11. In the Administrator Login Configuration screen, enter the Platform administration username. Enter and confirm the password for the administrator. Select OK.

  12. In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit, Location, State, and Country. Select OK.

  13. In the First Node Configuration screen, select No.

  14. In the warning screen, select OK.

  15. In the Network Connectivity Test Configuration screen, select No.

  16. In the First Node Access Configuration screen, enter the host name and IP address of the first node. Enter and confirm the security password. Select OK.

  17. In the SMTP Host Configuration screen, select No.

    Finesse does not have this step.

  18. In the Platform Configuration Confirmation screen, select OK. The installation begins and runs unattended.

    • There is a reboot in the middle of the installation.

    • For Cisco Unified Intelligence Center, you see a Product Licensing screen that shows the URL for obtaining the license and the Media Access Control (MAC) address. Write down the MAC address. You need this information for the license application.

    • The installation ends at a sign-in prompt.

Step 6

Unmount the ISO image.

Unified Communications Manager License

Generate and Register License

Procedure

Step 1

Launch Unified Communications Manager in a browser (https://<IP Address of Unified CM Publisher>).

Step 2

Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.

Step 3

Under Other Fulfillment options, click Generate License Request.

Step 4

When the License Request and Next Steps window opens, copy the text (PAK ID).

Step 5

Click the Cisco License Registration link.

Step 6

Sign in and click Continue to Product License Registration.

Step 7

In the Enter a Single PAK or Token to fulfill field, paste your PAK ID and click Fulfill Single PAK/Token.

You receive the license file in an email message.

Install License

Procedure

Step 1

Unzip the license file from the email message.
Step 2

Under Other Fulfillment Options, select Fulfill Licenses from File.

Step 3

Click Browse and locate your license file.

Step 4

Click Install and close the popup window.

Step 5

Navigate to Product Instances. Then click Add.

Step 6

Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications Manager Publisher.
Step 7

Select Product type of Unified CM.

Step 8

Click OK.

Step 9

Click Synchronize Now.

Activate Services

Complete the following procedure to activate services.

Procedure

Step 1

Open Cisco Unified CM Administration at https://<IP Address of the CUCM Publisher>/ccmadmin.

Step 2

Select Cisco Unified Serviceability from the Navigation menu and click Go.

Step 3

Select Tools > Service Activation.

Step 4

From the Server drop-down list, choose the server on which you want to activate the service, and then click Go.

Step 5

For the Publisher, check the following services to activate and click Save:

  • Cisco CallManager

  • Cisco IP Voice Media Streaming App

  • Cisco CTIManager

  • Cisco Tftp

  • Cisco Bulk Provisioning Service

  • Cisco AXL Web Service

  • Cisco Serviceability Reporter

  • Cisco CTL Provider

  • Cisco Certificate Authority Proxy Function

  • Cisco Dialed Number Analyzer Server

Step 6

For the Subscribers, check the follow services to activate and click Save:

  • Cisco CallManager

  • Cisco IP Voice Media Streaming App

  • Cisco CTIManager

  • Cisco AXL Web Service

  • Cisco CTL Provider

  • Cisco Dialed Number Analyzer Server