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Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)

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Installing and Configuring Cisco Packaged Contact Center Enterprise 9.0(x)

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Updated:: March 25, 2014

Chapter: Appendix

Release 9.0 Base Configuration Updates
Configure RAID for the C240 MS3 TRC#1
Configure RAID for C260 M2 TRC#1
Automation Spreadsheet Entry Form
Install and Configure External AW-HDS-DDS
Network Configuration and QoS
Simple Network Management Protocol
Virtualization for Packaged CCE
- Install VMWare ESXi

Appendix

Release 9.0 Base Configuration Updates

This topic lists base configuration file updates subsequent to the initial base configuration of Release 9.0(1). If you have an older base configuration, you need to apply the missing configuration items manually before upgrading to a later version. For example, if you upgrade from Release 9.0(1) to Release 9.0(4), you need to manually update the Release 9.0(2) and Release 9.0(3) base configuration changes. To update manually, change deployment type from Packaged CCE so that you can access the appropriate Configuration Manager tools.

Note

Installing the latest base configuration will delete existing configuration information.

Release 9.0(2) Base Configuration Changes

Expanded Call Variables--- Delete these two ECC variables and re-add them with the following parameter changes:

Name = user.microapp.ToExtVXML
- Maximum length = 60
- Array = checked
- Maximum array size = 4
Name = user.microapp.FromExtVXML
- Maximum length = 60
- Array = checked
- Maximum array size = 4

Release 9.0(3) Base Configuration Changes

Enterprise Route and Enterprise Skill Groups: remove all.

Label --- add the following label:

Label = 6661111000
Label type = Normal
Target Type (filter)= Network_VRU
Network target = CVP_Network_VRU
Customer = <None>

Media Routing Domain --- add four media routing domains as follows:

Name = Cisco_BC
- Media Class = CIM_BC
- Task life = 300
- Task start timeout = 30
- Task Max Duration = 28800
- Calls in Queue Max = 50
- Calls in Queue Max per call type = 50
- Calls in Queue Max time in queue = 28800
- Service level threshold = 30
- Service level type = Ignore abandoned calls
- Interruptible = checked
Name = Cisco_EIM
- Media Class = CIM_EIM
- Task life = 300
- Task start timeout = 30
- Task Max Duration = 28800
- Calls in Queue Max = 50
- Calls in Queue Max per call type = 50
- Calls in Queue Max time in queue = 28800
- Service level threshold = 30
- Service level type = Ignore abandoned calls
- Interruptible = checked
Name = Cisco_EIM_Outbound
- Media Class = CIM_EIM_Outbound
- Task life = 300
- Task start timeout = 30
- Task Max Duration = 28800
- Calls in Queue Max = 50
- Calls in Queue Max per call type = 50
- Calls in Queue Max time in queue = 28800
- Service level threshold = 30
- Service level type = Ignore abandoned calls
- Interruptible = checked
Name = Cisco_WIM
- Media Class = CIM_WIM
- Task life = 300
- Task start timeout = 30
- Task Max Duration = 28800
- Calls in Queue Max = 50
- Calls in Queue Max per call type = 50
- Calls in Queue Max time in queue = 28800
- Service level threshold = 30
- Service level type = Ignore abandoned calls
- Interruptible = checked

Network Trunk Group --- add this Network Trunk Group:

Name = GENERIC
Description = null

Trunk Group --- add these12 Trunk Groups to Network Trunk Group GENERIC.

Peripheral = CVP_PG_1A
- Peripheral number = 100
- Peripheral Name = 100
- Name = CVP_PG_1A.100
- Trunk count = 0
Peripheral = CVP_PG_1A
- Peripheral number = 200
- Peripheral name = 200
- Name = CVP_PG_1A.200
- Peripheral ID = 5001
- Trunk count = 0
Peripheral = CVP_PG_1A
- Peripheral number = 300
- Peripheral name = 300
- Name = CVP_PG_1A.300
- Trunk count = 0
Peripheral = CVP_PG_1B
- Peripheral number = 100
- Peripheral name = 100
- Name = CVP_PG_1B.100
- Trunk count = 0
Peripheral = CVP_PG_1B
- Peripheral number = 200
- Peripheral name = 200
- Name = CVP_PG_1B.200
- Trunk count = 0
Peripheral = CVP_PG_1B
- Peripheral number = 300
- Peripheral name = 300
- Name = CVP_PG_1B.300
- Trunk count = 0
Peripheral = CVP_PG_2A
- Peripheral number = 100
- Peripheral name = 100
- Name = CVP_PG_2A.100
- Trunk count = 0
Peripheral = CVP_PG_2A
- Peripheral number = 200
- Peripheral name = 200
- Name = CVP_PG_2A.200
- Trunk count = 0
Peripheral = CVP_PG_2A
- Peripheral number = 300
- Peripheral name = 300
- Name = CVP_PG_2A.300
- Trunk count = 0
Peripheral = CVP_PG_1B
- Peripheral number = 100
- Peripheral name = 100
- Name = CVP_PG_2B.100
- Trunk count = 0
Peripheral = CVP_PG_1B
- Peripheral number = 200
- Peripheral name = 200
- Name = CVP_PG_2B.200
- Trunk count = 0
Peripheral = CVP_PG_1B
- Peripheral number = 300
- Peripheral name = 300
- Name = CVP_PG_2B.300
- Trunk count = 0

Release 9.0(4) Base Configuration Changes

Agent Targeting Rule --- add this rule:

Name = AgentExtensions

Peripheral = CUCM_PG_1
Rule type = Agent Extension
Translation route id = <None>
Agent extension prefix = null
Agent extension length = 1
Routing client:
- CUCM_PG_1
- CVP_PG_1A
- CVP_PG_1B
- CVP_PG_2A
- CVP_PG_2B
- Outbound
- Multichannel
Extension ranges Low - High:
- 000---999
- 0000---9999
- 00000---99999
- 000000---999999
- 0000000---9999999
- 00000000---99999999
- 000000000---999999999
- 000000000---9999999999

Label---Change the Label attribute to 7777777777 for Routing Clients CVP_PG_1A, CVP_PG1B, CVP_PG_2A, and CVP_PG2B.

Media Routing Domain---Change 3 of the Media Routing Domains added in 9.0(3) as follows:

Name = Cisco_BC
- Change Interruptible to unnchecked.
Name = Cisco_EIM
- Change Calls in Queue Max to15000.
Name = Cisco_WIM
- Change Calls in Queue Max to 5000.

Configure RAID for the C240 MS3 TRC#1

For each array created using this procedure, use the following settings:

Stripe size: 128KB
Read Policy: Read Ahead Always
Write Policy: Write Back with BBU

Procedure

Step 1	Power on the server, making sure that Quiet Boot is disabled in BIOS.
Step 2	Press Ctrl-H during the initial startup sequence to enter the MegaRAID BIOS configuration utility.
Step 3	Click Start.
Step 4	Select Configuration Wizard on the left panel. Click New Configuration. Then click Next.
Step 5	At the prompt to clear the configuration, click Yes.
Step 6	Select Manual Configuration. Then click Next.
Step 7	On the next screen, in the left panel, add the first eight drives to create Drive Group0 as follows: Select drives 1 - 8. Click Add to Array. Click Accept DG.
Step 8	Add the remaining eight drives to create Drive Group1 as follows: On the left panel, select drives 9 - 16. Click Add to Array. Click Accept DG. Click Next to accept the Drive Group.
Step 9	Add Drive Group0 to a span as follows: Select Drive Group0. Click Add to Span. Click Next.
Step 10	Configure RAID for Drive Group0 as follows: For RAID Level, select RAID 5. For Stripe Size, select 128KB. For Read Policy, select read ahead = always. For Write Policy, select write back with bbu. Click Update Size to finalize the RAID volume and to determine the size of the resulting volume. It resolves to 1.903TB Click Accept to accept the virtual drive definition, VD0. Click Next. Click Back to add the second RAID 5 array.
Step 11	Click Back to add the second RAID 5 array as follows: Select Drive Group1. Click Add to Span. Click Next.
Step 12	At the RAID Selection screen: For RAID Level, select RAID 5. For Strip Size, select 128KB. For Read Policy, select read ahead = always. For Write Policy, select write back with bbu. Click Update Size. The size resolves to 1.903TB Click Accept to accept the virtual drive definition, VD1.
Step 13	Click Yes at the BBU warning screen.
Step 14	Click Next at the Virtual Live Definition screen to indicate that you have finished defining virtual drives.
Step 15	Click Accept at the Configuration Preview screen to accept the RAID configuration.
Step 16	Click Yes to save the configuration.
Step 17	Click Yes to start drive configuration.
Step 18	Click Home to exit the Wizard when both drives report their status as Optimal.
Step 19	Click Exit. After RAID configuration is complete on the drives, the system may try to initialize (format) the new RAID array. When this happens, the current initialization progress can be seen from the Web BIOS screen. Wait for the background initialization to complete before proceeding with any of the subsequent server configuration steps such as installing ESXi. You can check background initialization progress on either the Web BIOS Home screen or Virtual Drives screen.

Configure RAID for C260 M2 TRC#1

For each array created using this procedure, use the following settings:

Stripe size: 128KB
Read Policy: Read Ahead Always
Write Policy: Write Back with BBU

Procedure

Step 1	Power on the ESXi server.
Step 2	Press Ctrl-H during the initial startup sequence to enter the Adapter Selection screen for RAID BIOS configuration utility.
Step 3	Click Start to launch the RAID BIOS Config Utility.
Step 4	At the page to pick the appropriate configuration type, select the button for New Configuration. Then click Next.
Step 5	At the page to select the configuration method, select the button for Manual Configuration. Make sure the Redundancy drop-down list shown Redundancy when possible. Then click Next.
Step 6	On the Drive Group Definition page, on the left panel, select Slot 1 and Slot 2. Click Add to Array. This moves them to the Drive Groups panel. Click Accept DG. This creates Drive Group 0.
Step 7	On the left panel, select the next 8 slots. Click Add to Array. This moves them to the Drive Groups panel. Click Accept DG. This creates Drive Group 1.
Step 8	On the left panel, select the last 6 slots. Click Add to Array. This moves them to the Drive Groups panel. Click Accept DG. This creates Drive Group 2. Click Next to advance to the Span Definition page. While you create the Drive Groups, if you see a message asking if you are sure you want to select Write Back with BBU mode, click Yes. You have now created three Drive Groups. You now create virtual drives using these Drive Groups.
Step 9	On the Span Definition page, select Drive Group 0. Click Add to Span. Click Next to open the Virtual Drive Definition screen. On the Virtual Drive Definition page for Drive Group 0, change only the Select Size field. In Select Size, enter 278.464 GB, making sure to type the digits at the far left of the field (leaving no spaces before the 2). Then click Accept. Click Back to return to the Span Definition page.
Step 10	On the Span Definition page, select the second Drive Group. Click Add to Span. Click Next to open the Virtual Drive Definition screen. Change the RAID level from RAID 1 to RAID 5. For Select Size, enter 1.903 TB. Click Accept. Click Back to return to the Span Definition page.
Step 11	On the Span Definition page, select the final Drive Group. Click Add to Span. Click Next to open the Virtual Drive Definition screen. Change the RAID level from RAID 1 to RAID 5. For Select Size, enter 1.359 TB. Click Accept. Click Back to return to the Span Definition page.
Step 12	On the Virtual Drives screen, verify that the Virtual Drives panel shows RAID 1 9278.454GB), RAID 5 (1.903 TB) and RAID 5 (1.358 TB). Then click Go.

Automation Spreadsheet Entry Form

Use this checklist to enter values for each automation.

Column

Row

Value

VM_TYPE

UCCE_CallServer_SideA

UCCE_CallData_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

OS_TYPE

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

CREATEVM

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

SOURCE_HOST_IP

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

SOURCE_DATASTORE_NAME

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

GOLDEN_TEMPLATE_NAME

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

NEW_VM_NAME

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

DEST_HOST_IP

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

DEST_DATASTORE_NAME

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

PRODUCT_VERSION

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

COMPUTER_NAME

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

WORK_GROUP

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

WORK_GROUP_NAME

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

DOMAIN_NAME

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

TIME_ZONE_LINUX_AREA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

TIME_ZONE_LINUX_LOCATION

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

TIME_ZONE_WINDOWS

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

DOMAIN_USER

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

DOMAIN_PASSWORD

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

PRODUCT_KEY

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

OWNER_NAME

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

ORGANIZATION_NAME

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

ORGANIZATION_UNIT

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

ORGANIZATION_LOCATION

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

ORGANIZATION_STATE

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

ORGANIZATION_COUNTRY

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

NTP_SERVER

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

NIC_NUM

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

IP_ADDRESS_NIC1

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

SUB_NET_MASK_NIC1

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

DEFAULT_GATEWAY_NIC1

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

DNS_IP_NIC1

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_Call/VXML_1_SideA

CVP_Call/VXML_2_SideA

CVP_OAMP_SideA

CUCM_Pub_SideA

CUCM_Sub_SideA

CUCM_Sub_SideB

CUIC_PUB_SideA

CUIC_SUB_SideB

FINESSE_PUB

FINESSE_SUB

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

_______________________

DNS_ALTERNATE_NIC1

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

_______________________

_______________________

_______________________

_______________________

IP_ADDRESS_NIC2

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

_______________________

_______________________

_______________________

_______________________

SUB_NET_MASK_NIC2

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

_______________________

_______________________

_______________________

_______________________

DEFAULT_GATEWAY_NIC2

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

_______________________

_______________________

_______________________

_______________________

DNS_IP_NIC2

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

_______________________

_______________________

_______________________

_______________________

DNS_ALTERNATE_NIC1

UCCE_CallServer_SideA

UCCE_DataServer_SideA

UCCE_CallServer_SideB

UCCE_DataServer_SideB

_______________________

_______________________

_______________________

_______________________

Install and Configure External AW-HDS-DDS

The default deployment pulls data from the Logger database on the CCE Data Server, where Real-time, Historical and Call Detail Data are stored. Retention is 400 days for historical data and 40 days for Call Detail data.

If you need a longer retention period, you have the option to install the Administration Server, Real Time and Historical Data Server, Detail Data Server (AW-HDS-DDS) on a maximum of two separate, external servers. Each external server is configured as Central Controller Side A Preferred or Central Controller Side B Preferred.

Requirement for the External Server

Refer to the Cisco Unified Contact Center Enterprise Design Guide, Release 10.0(1) at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.htmlfor the requirements for the external server AW-HDS-DDS.

Installation of the External Server

Install Windows Server 2008
Install Anti-virus Software
Install Microsoft SQL Server
Install Cisco Contact Center Enterprise. To do this, add the machine to the domain. Run setup.exe from the UCCE Install media. Restart when finished.

Installation of the External Server

Install Microsoft Windows Server.
Install Antivirus Software
Install Microsoft SQL Server 2008
Install Cisco Unified Contact Center Enterprise. To do this, add the machine to the domain. Run setup.exe from the UCCE Install media. Restart when finished.

Configuration of the External Server

Configure the external server as follows:

Configure SQL Server
Configure the database drive for the amount of data you want to keep.
Update the Loggers for the Side A and Side B CCE Data Servers to check Enable Historical Detail Data Replication. See Configure Logger Component in Web Setup.

Verify Configuration Manager for External AW-HDS-DDS
Configure External AW-HDS-DDS
Create HDS Database for External AW-HDS-DDS

Verify Configuration Manager for External AW-HDS-DDS

Site name values are set by the Base Configuration tool. DO NOT CHANGE THEM.

Follow this procedure to verify that the site names are correct.

Procedure

Step 1	Navigate to Unified CCE Administration Manager > Configuration Manager.
Step 2	Click Tools > Explorer Tools > PG Explorer.
Step 3	Click Retrieve.
Step 4	Select Generic_PG.
Step 5	Select CUCM_PG_1.
Step 6	Click the Agent Distribution tab. Check Enable agent reporting. Verify that these two site names appear in the Agent distribution entries: AW_SideA and AW_SideB and that Agent real-time data and Agent historical data is enabled (is set to Y) on both. Verify that an external database with the site name CCE-AW-1 appears, with Agent real-time data and Agent historical data enabled (set to Y). Verify that an external database with the site name CCE-AW-2 appears, with Agent real-time data and Agent historical data enabled (set to Y).
Step 7	If you intend to report on Agent Not Ready reason codes, also check Agent event detail.
Step 8	Click Save.

Configure External AW-HDS-DDS

Procedure

Step 1	Open Unified CCE Web Setup.
Step 2	Choose Component Management > Administration & Data Servers. Click Add.
Step 3	On the Deployment page, choose the current instance.
Step 4	On the Add Administration & Data Servers page, 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 page, choose the option Administration Server Real-time and Historical Data Server, and Detail Data Server (AW-HDS-DDS). Click Next.
Step 6	On the Administration & Data Servers Connectivity page for Side A: Click the radio button for Primary Administration & Data Server. In the Secondary Administration & Data Server field, enter the hostname for the server. In the Primary Administration & Data Server field, enter the hostname for the server. In the Primary/Secondary Pair (Site) Name field, enter CCE-AW-1. Click Next. OR, on the Administration & Data Servers Connectivity page for Side B: Click the radio button for Primary Administration & Data Server. For Packaged CCE, all AW-HDS-DDSs are primary. In the Secondary Administration & Data Server field, enter the hostname for the server. In the Primary Administration & Data Server field, enter the hostname for the server. In the Primary/Secondary Pair (Site) Name field, enter CCE-AW-2. Click Next.
Step 7	On the Database and Options page, configure as follows: In the Create Database(s) on Drive field, choose C. DO NOT click the Agent Re-skilling web tool. Packaged CCE does not support this tool. Supervisors reskill agents in the User Interface, on the Agent tool. Click Internet script editor. Click Next.
Step 8	On the Central Controller Connectivity page, configure as follows: For Router Side A, enter the IP Address of the Unified CCE Call Server A. For Router Side B, enter the IP Address of the Unified CCE Call Server B. For Logger Side A, enter the IP Address of the Unified CCE Data Server A. For Logger Side B, enter the IP Address of the Unified CCE Data Server B. Enter the Central Controller Domain Name. Click Central Controller Side A Preferred or Central Controller Side B Preferred . Click Next.
Step 9	Review the Summary page, and then click Finish.

Create HDS Database for External AW-HDS-DDS

Create the HDS database using ICMDBA.

Procedure

Step 1	Choose Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.
Step 2	Expand the instance tree view until you can see the database under Administration & Data Server.
Step 3	Select Administration & Data Server.
Step 4	From the menu, select Database > Create. Then click Add.
Step 5	Click the Data radio button, select the second disk drive, and enter the desired HDS size. Click OK.
Step 6	Click the Log radio button, select the second disk drive, and enter the desired log size. Click OK.
Step 7	Click Create.
Step 8	Configure autogrowth.

Network Configuration and QoS

Your Wide Area Network must support QoS. For details, refer to the Bandwidth Provisioning and QoS considerations section in the Cisco Unified Contact Center Enterprise Design Guide: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.

Simple Network Management Protocol

Simple Network Management Protocol (SNMP) facilitates the exchange of management information among network devices so that administrators can manage network performance and solve network problems. SNMP community strings, users, and network destinations are configured in Cisco Unified Serviceability.

Unified Serviceability is one of the tools that open from the Navigation drop-down in Cisco Unified Communications Solutions tools. You can also access Unified Serviceability by entering http://x.x.x.x/ccmservice/, where x.x.x.x is the IP address of the publisher.

Community Strings

The SNMP agent uses community strings to provide security. You must configure community strings to access any management information base (MIB). Add new community strings in the Cisco Serviceability Administration interface.

A community string is configured with:

a server
a name of up to 32 characters
a setting to accept SNMP packets from any host or from specified hosts
access privileges (readonly, readwrite, readwritenotify, notifyonly, readnotifyonly, and none)
a setting to apply the community string to all nodes in the cluster

Notification Destinations

Add notification destinations for delivery of SNMP notification events when events occur. Add and maintain notification destinations in the Cisco Serviceability Administration interface.

A notification destination is configured with:

a server
the host IP addresses of the trap destination
a port number
the SNMP version (V1 or V2c)
the community string name to be used in the notification messages that the host generates
the notification type
a setting to apply to the notification destination configuration to all nodes in the cluster

Virtualization for Packaged CCE

VMware Feature Support

The list below designates which VMware features can be supported by Packaged CCE while in production under load due to the known or unpredictable behavior they may have on the applications. Many of the VMware features that cannot be supported in production can be used within a customer's planned maintenance downtime, where any interruption will not impact business operations. Some unsupported features will by their function cause violation of the Packaged CCE validation rules.

VMwareFeature

Packaged CCE Support in Production?

VM Templates (OVAs)

Yes

Copy Virtual Machine

No

Restart Virtual Machine on Different ESXi Host

No

Resize Virtual Machine

No

VMware Hot Add

No

Multiple Physical NICs and vNICs

Yes

VMware High Availability (HA)

No

VMware Site Recovery Manager (SRM)

No

VMware vMotion

No

VMware Dynamic Resource Scheduler (DRS)

No

VMware Dynamic Power Management

No

Long Distance vMotion

No

VMware Storage vMotion

No

VMware Update Manager (VUM)

No

VMware Consolidated Backup (VCB)

No

VMware Data Recovery (DR, VDR)

No

VMware Snapshots

No

VMware Fault Tolerance (FT)

No

VMware vCenter Converter

No

VMsafe

No

VMware vShield

No

Note

Refer to the Installation and Upgrade Guide for the Golden Template process. http://www.cisco.com/en/US/products/ps12586/prod_installation_guides_list.html

Virtual Appliance Packaging of UC apps

No

3rd-Party VM-based Backup Tools

No

3rd-Party VM-based Deployment Tools

No

3rd-Party Physical To Virtual (P2V) Migration Tools

No

VMware Boot from SAN

No for C240.

All VMware Features Not Listed

No

ESXi Counters

The ESXi server and virtual machines must operated within the limits of these key ESXi performance counters:

Category	Object	Measurement	Units	Description	Performance Indication and Threshold
Disk	ESXi Server vmhba ID VM vmhba ID	Disk Command Aborts	Number	Number of disk commands aborted on this disk in the period. Disk command aborts when the disk array is taking too long to respond to the command. (Command timeout)	This counter should be zero. A non-zero value indicates storage performance issue.
Disk	ESXi Server vmhba ID VM vmhba ID	Disk Command Latency	mSec	The average amount of time taken for a command from the perspective of a Guest OS. Disk Command Latency = Kernel Command Latency + Physical Device Command Latency.	24ms latencies or greater indicates a possible over-utilized, misbehaving, or mis-configured disk array.
Disk	ESXi Server vmhba ID VM vmhba ID	Kernel Disk Command Latency	mSec	The average time spent in ESXi Server VMKernel per command	Kernel Command Latency should be very small in comparison to the Physical Device Command Latency, and it should be close to zero. Kernel Command Latency can be high, or even higher than the Physical Device Command Latency if there is a lot of queuing in the ESXi kernel.

Install VMWare ESXi

Install VMWare ESXi

Before You Begin

You need to:

Complete RAID Configuration for Side A and Side B.
Have configured IP addresses for the management port of the Side A and Side B servers. You use the port and IP address to access the Cisco Integrated Management Controller (CIMC) utility.
Have the VMware ISO image and the activation keys.

Procedure

Step 1

Use a browser to connect to CIMC Manager using the CIMC IP address.

Step 2

Log in to CIMC Manager using your administrator user ID and password.

The default user ID is admin; the default password is password.

Step 3

Enable the Virtual Media feature, which enables the server to mount virtual drives:

On the CIMC Manager Server tab, click Remote Presence.
On the Remote Presence pane, click the Virtual Media tab and check the check box to enable Virtual Media.
Save changes.

Step 4

On the Remote Presence pane, click the Virtual KVM tab and then click Launch KVM Console.

Step 5

When the Virtual KVM Console window launches, click the VM tab.

Step 6

In the Virtual Media Session window, provide the path to the VMware ISO image by clicking Add Image and navigating to select your VMware ISO file.

Step 7

Check the check box in the Mapped column for the media that you added, and then wait for mapping to complete. Observe the progress in the Details pane.

Tip

Click Details to display the Details pane and observe the reading and writing. progress.

Step 8

When mapping is complete, power on or reboot the server.

Step 9

Watch during bootup for the F2 prompt, and then press F2 to enter BIOS setup. Wait for the setup utility screen to appear.

Step 10

On the BIOS setup utility screen, select the Boot Options tab and verify that you see the devices that you just added listed as bootable devices.

Step 11

Set the hard disk boot order so that the installation-target disk is first:

On the Boot Options screen, select Hard Disk Order.
On the Hard Disk Order screen, set the installation-target disk to be the first boot option.
Select Boot Option#1 and press Enter, then select the hard drive in the pop-up dialog and press Enter.
Press Esc to return to the Boot Options screen.

Step 12

Set the installation-target hard drive to be the first boot option for the server:

Select Boot Option#1 and press Enter, then select the hard drive in the pop-up dialog and press Enter.
Press Esc to return to the Boot Options screen.

Step 13

Press F10 to save your changes and reboot the server.

Step 14

In the Console window, watch during bootup for the F6 prompt, and then press F6 to enter the Boot Menu.

Step 15

On the Boot Menu screen, select the ISO image that you mounted in Step 6 and then press Enter. The installation begins when the installation image is booted.

Step 16

Wait until the Welcome to VMware ESXI Installation screen is displayed, and then press Enter to start the installation process.

Step 17

Follow all prompts in the installation wizard.

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