Configure Customer Instance for the 2000 Agent Deployment Model
Follow this sequence of tasks to create the customer instance to deploy 2000 agent for Cisco HCS for CC for Contact Center.
Sequence | Task | Done? |
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1 | ||
2 | ||
3 | ||
4 | ||
5 | ||
6 | ||
7 | ||
8 | ||
9 | ||
10 | ||
11 |
Upgrade VMware Tools
Procedure
Step 1 |
Right-click on the VM. Select . |
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Step 2 |
Wait for the popup window (this may take time) and accept the default Automatic Tools Upgrade. |
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Step 3 |
Click OK. |
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Step 4 |
Restart, only if you are prompted.
|
Set Up Virtual Machine Startup and Shutdown
Procedure
Step 1 |
In the VMware vSphere Client window, select ESXi server. |
Step 2 |
Click the Configuration tab. |
Step 3 |
Click the Virtual Machine Startup/Shutdown link. |
Step 4 |
Click Properties. |
Step 5 |
In the Virtual Machine Startup and Shutdown dialog box, check the Allow virtual machines to start and stop automatically with the system check box. |
Step 6 |
Use the Move Up and Move Down buttons to rearrange the virtual machines under Automatic Startup in the following order:
|
Step 7 |
Click OK. |
Create a Domain Controller Server
Create a Virtual Machine for the Domain Controller
Procedure
Step 1 |
See, Set Up Virtual Machine Startup and Shutdown and create a new virtual machine from vCenter. |
Step 2 |
On the Name and Location page, provide a name for the Domain Controller. |
Step 3 |
In the Disk format field, choose the Thick Provisioned format. |
Step 4 |
Enter the virtual machine specifications, see Domain and Active Directory Considerations for HCSCC section of Solution Design Guide for Cisco Hosted Collaboration Solution for Contact Center http://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-installation-guides-list.html. |
Install Antivirus Software
Perform this procedure for both golden-template and for direct-install options.
Install one of the following antivirus software products for Unified CCE Call Server, Unified CCE Data Server, Unified CVP server, Unified CVP OAMP server, and Unified Reporting server.
-
McAfee® VirusScan® Enterprise
-
Symantec® Endpoint Protection
-
Trend Micro Server Protect Version
For more information on the anitvirus software and versions supported by HCS for CC for Contact Center, see HCS for CC Compatibility Information at https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-device-support-tables-list.html.
Install one of the following antivirus software products for Enterprise Chat and Email (ECE) .
-
McAfee® VirusScan® Enterprise
-
Symantec® AntiVirus® Corporate Edition
![]() Important |
Update antivirus software, manually - do not enable automatic updates. |
![]() Tip |
To allow required access to installation program files or folders, perform file-blocking exclusions in the antivirus product file-and-folder protection rules. To do this in McAfee VirusScan:
|
![]() Important |
HCS for CC for Contact Center supports Symantec Endpoint Protection. Be aware that in the firewall component of Symantec Endpoint Protection 12.1, the Network Threat Protection feature, must be disabled. If it remains enabled, which is the default, both sides of the duplexed router shows up in simplex mode, thus blocking communications between each side of the router. This blocking impacts all deployment types. If you retain the default (enabled) start services on side A and B of the router, a Symantec message pops up in the system tray indicating: The client will block traffic from IP address [side A router address] for the next 600 seconds(s). This message also appears in the client management security log. The Symantec Network Threat Protection traffic log indicates that a default firewall rule called “Block_all” was dynamically enabled. The result in both sides of the router come up in simplex mode. To avoid the issue, you must disable the Symantec firewall and restart both sides of the router. To do this, double click the Symantec icon in the system tray and select Change Settings. Then configure settings for Network Threat Protection and uncheck the Enable Firewall check box at the top of the Firewall tab. |
Disabling Port Blocking
On computers that
run Unified CVP Server components, such as Call Server and Reporting server,
which has an anti-virus software configured to block ports, exclude Unified CVP
processes and
tomcat6.exe
. In addition, exclude Voice Browser.exe for
the call server process.
![]() Note |
If you use an anti-virus software other than McAfee Virus Scan, perform the equivalent exclusions in port blocking rules for that software. |
Procedure
Step 1 |
Launch McAfee. |
Step 2 |
In the VirusScan Console, double-click Access Protection, then choose Anti-virus Standard Protection. |
Step 3 |
Choose Prevent IRC communication from the list, then click Edit. |
Step 4 |
Add
|
Step 5 |
Click Ok. |
Configure a DNS Server
To configuring a DNS server, see Configure DNS Server.
Set Up the Domain Controller
Complete the following procedure to set up the domain controller.
Procedure
Step 1 |
Select and enter dcpromo.exe. |
Step 2 |
Click Next to launch the Active Directory Domain Services Wizard. |
Step 3 |
In the Operating System Compatibility page, click Next. |
Step 4 |
In the Choose Deployment Configuration page, click Create a new domain in a new forest radio button and click Next. |
Step 5 |
In the Name the Forest Root Domain page, enter the fully qualified domain name (FQDN) and click Next. |
Step 6 |
In the Set Forest Functional Level page, choose Windows Server 2008 R2 from the drop-down list and click Next. |
Step 7 |
In the Additional Domain Controller Options page, choose DNS Server and click Next. |
Step 8 |
In the Location for Database, Log Files, and SYSVOL page, select the default folders and click Next. |
Step 9 |
Enter the password that meets the criteria detailed on the Directory Services Restore Mode Administrator Password page and click Next. |
Step 10 |
Click Next. |
Step 11 |
Click Finish and restart Windows. |
Create Two-Way Forest Trust
To create two-way forest trust between Unified CCE and CCDM, see Establish Two-Way Forest Trust.
Configure Cisco Unified CCE Rogger
This table lists the configuration procedures you must perform to configure Cisco Unified CCE Rogger.
Sequence | Task | Done? |
---|---|---|
1 | ||
2 | ||
3 | ||
4 | ||
5 | ||
6 | ||
7 | ||
8 | ||
9 | ||
10 | ||
11 |
Configure Network Cards
![]() Note |
Do this for all the Unified CCE virtual machines that have two network adapters. |
Procedure
Step 1 |
Navigate to Start > Control Panel > Network and Internet > Network and Sharing Center. |
Step 2 |
Click Change adapter settings to open the Network Connections page. |
Step 3 |
Rename the network adapter with Visible IP address configurations as Visible. |
Step 4 |
Rename the network adapter with Private IP address configurations as Private. |
Step 5 |
On the Network Connections page, press Alt N to display the Advanced menu. |
Step 6 |
From the Advanced menu, select Advanced Settings. |
Step 7 |
Under Adapters and Bindings, sort the connections so that visible is on top. |
Step 8 |
Click OK. |
Configure Private Ethernet Card
Procedure
Step 1 |
Right-click private and select Properties. |
Step 2 |
Uncheck Client for Microsoft Networks. |
Step 3 |
Uncheck File and Printer Sharing for Microsoft Networks. |
Step 4 |
Uncheck Internet Protocol Version 6 (TCP/IPV6). |
Step 5 |
Check Internet Protocol Version 4 (TCP/IPV4) and click Properties.
|
Step 6 |
Click the Advanced button. Open the DNS tab. Uncheck Register this connection's addresses in DNS. |
Step 7 |
Add an entry for the private IP address. |
Step 8 |
Optional: Add another entry for the private high IP address. |
Step 9 |
Click OK twice. Then, click Close. |
Configure Public Ethernet Card
Procedure
Step 1 |
Right-click Visible and select Properties. |
Step 2 |
Check Client for Microsoft Networks. |
Step 3 |
Check File and Printer Sharing for Microsoft Networks. |
Step 4 |
Uncheck Internet Protocol Version 6 (TCP/IPV6). |
Step 5 |
Check Internet Protocol Version 4 (TCP/IPV4) and click Properties. |
Step 6 |
Confirm the Public IP address, Subnet mask, Default gateway and Preferred DNs server, and click Advanced. |
Step 7 |
On the Advanced tab, enter the high public addresses. |
Step 8 |
On the DNS tab, in the DNS suffix for this connection field, enter the name of the local DNS zone for the server and check Register this connection's addresses in DNS. |
Step 9 |
Optional: Add another entry for the public high IP address. |
Step 10 |
If the server requires access to resources in a different trusting or trusted domain or DNS zone, select Append these DNS suffixes (in order) and enter the local DNS zone for the server first, and then add the other secondary zones that represent the trusting or trusted domain. |
Step 11 |
Click OK twice. Then, click Close. |
Set Local Administrator Password
Procedure
Step 1 |
Open Computer Management. |
Step 2 |
In left pane, expand Local and Users Groups and select Users. |
Step 3 |
In right pane, right-click administrator and choose Set password. |
Step 4 |
Click Proceed. |
Step 5 |
Enter New Password and Confirm Password. |
Verify the Machine in Domain
For Unified CCE golden template, the Automation Tool script clones and deploys the virtual machines automatically to the destination domain. Complete the following procedure to verify if the Virtual Machine is placed in destination domain.
For small contact center deployment model Agent PG can be in customer domain instead of service provider domain.
Before you begin
Procedure
Step 1 |
Log in to the Unified CCE machine. |
Step 2 |
Navigate to Start > All Programs > Administrative Tools > Server Manager to verify if the Virtual Machine is mapped to correct domain. If the machine is not in Domain, follow the below steps. |
Step 3 |
Click Change System Properties on Right side panel to open System Properties. |
Step 4 |
In Computer name tab, Click Change. |
Step 5 |
Choose Domain radio button to change the member from Workgroup to Domain. |
Step 6 |
Enter fully qualified Domain name and Click OK. |
Step 7 |
In Windows security pop-up, Validate the domain credentials and click OK. |
Step 8 |
On successful authentication, Click OK. |
Step 9 |
Reboot the server and login with domain credentials. |
Configure the Domain Manager
This procedure creates a organizational unit (Cisco_Unified CCE, facility,instance) from any of the Unified CCE Call Servers.
![]() Note |
The domain manager is a one-time configuration. You do not need to configure the domain manager for side B. |
![]() Note |
For Small Contact Center agent deployment model, follow the below procedure to create OU structure for the Agent PG in sub customer domain similar to the Unified CCE domain or skip the below procedure if you want to install Agent PG in the Unified CCE domain. |
Procedure
Step 1 |
Click the Windows Start icon, and then select the Downward Arrow icon to display all applications. |
Step 2 |
Select the Domain Manager icon from the list of applications. |
Step 3 |
Log in as a user who has permissions to create organizational units (OUs) in the domain. |
Step 4 |
In the section on the left, expand the domain. |
Step 5 |
Add the Cisco root as Cisco_Unified CCE : |
Step 6 |
Add the facility organizational unit (OU):
|
Step 7 |
Add the Instance OU:
|
Step 8 |
Click Close. |
Configure Unified CCE Encryption Utility
Procedure
Step 1 |
Start . |
Step 2 |
Select SSL Encryption Utility. |
Step 3 |
Click the Certificate Administration tab. |
Step 4 |
Click Uninstall. Select Yes. |
Step 5 |
When the uninstallation completes, choose Install. You see a stream of messages, ending with SSL Certificate successfully installed. |
Step 6 |
Click Close. |
What to do next
Create and Bind System CLI Certificate
Complete the following procedure to create and bind the system CLI certificate:
Procedure
Step 1 |
Open the command prompt. |
Step 2 |
Enter the command cd C:\icm\serviceability\diagnostics\bin and press Enter. |
Step 3 |
Enter the command DiagFwCertMgr /task:CreateAndBindCert and press Enter. |
Configure SQL Server for CCE Components
Procedure
Step 1 |
Click the Windows Start icon, and then select the Downward Arrow icon to display all applications. |
Step 2 |
Open Microsoft SQL Server Management Studio. |
Step 3 |
Log in. |
Step 4 |
Expand Security and then Logins. |
Step 5 |
If the BUILTIN\Administrators group is not listed:
|
Configure Secondary Drive
DO THIS FOR Virtual Machines that require an additional hard drive to archive data.
Procedure
Step 1 |
Open Computer Management. |
Step 2 |
Expand Storage in the left pane, click Disk Management. |
Step 3 |
Right-click Disk 1 and choose Online. |
Step 4 |
Right-click Disk 1 and choose Initialize Disk. |
Step 5 |
In Initialize Disk pop up window, under Select disks. Check Disk 1 and choose MBR (Master Boot Record) under Use the following partition style for the selected disks pane. Click OK. |
Step 6 |
Create a new disk partition as follows: right-click the disk you just initialized, choose New Simple Volume, and run the wizard. |
Configure the Unified CCE Logger
![]() Note |
Ensure that your browser is enabled. |
Procedure
Step 1 |
Launch the Unified CCE Web Setup. |
Step 2 |
Sign in using as domain user having local Administrator permissions. |
Step 3 |
Click Instance Management, and then click Add. |
Step 4 |
In the Add Instance window, select Facility and Instance from the drop-down list. |
Step 5 |
In the Instance Number field, enter 0 and click Save. |
Step 6 |
Configure the logger database as follows:
|
Step 7 |
In Create Database window, configure the following to create the Log:
|
Step 8 |
In Add Device dialog box, configure as follows:
|
Step 9 |
In Create Database window, in Storage section, click Add. |
Step 10 |
In Add Device dialog box, configure as follows:
|
Step 11 |
In Create Database window, click Create and click Start. When you see the successful creation message, click OK and click Close. |
Step 12 |
Configure the logger component as follows:
|
Step 13 |
In Additional Options window, configure as follows:
|
Step 14 |
In Data Retention window, in the data retention table, retain the default values and click Next. |
Step 15 |
In Data Purge window, configure purge for a time when there is low demand on the system. Click Next. |
What to do next
Set database and log file size, see Database and Log File Size.
Database and Log File Size
Complete the following procedure to increase the database and log sizes.
Before you begin
To calculate database and log file size, download and use the Database Size Estimator from https://software.cisco.com/download/type.html?mdfid=268439622&catid=null.
Alternative option is to size the database and log using the values from the following table.
Procedure
Step 1 |
Open SQL Server Management Studio. |
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Step 2 |
Click Connect. In the left pane, expand Databases. |
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Step 3 |
Right-click Logger database [<Instance>_<Side>] and select Properties.. |
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Step 4 |
In the left pane, select Files. Ensure that Auto Growth is disabled for data and enabled for log files. Log files automatically grow in 10 percent increments. |
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Step 5 |
Set the initial size of the data and log files according to the Database Size Estimator or from the following table:
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Configure the Unified CCE Router
Procedure
Step 1 |
Launch the Unified CCE Web Setup. |
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Step 2 |
Sign in as the domain user with local Administrator permission. |
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Step 3 |
Click Instance Management, and then click Add. |
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Step 4 |
In the Add Instance window, select Facility and Instance from the drop-down list. |
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Step 5 |
In the Instance Number field, enter 0. Click Save . |
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Step 6 |
Select . |
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Step 7 |
Click Add to set up the Call Router. |
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Step 8 |
In the Deployment window, select the appropriate Side. |
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Step 9 |
Select Duplexed as Fault Tolerance Mode. Click Next. |
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Step 10 |
In the Router Connectivity window, configure the Private Interface and Public (Visible) Interfaces. Click Next. |
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Step 11 |
In the Enable Peripheral Gateways dialog box, enter the following in the Enable Peripheral Gateways field. Click Next.
|
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Step 12 |
In the Router Options window, configure as follows:
|
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Step 13 |
In Router Quality of Service window, click Next. (Applicable to Side A only.) |
||
Step 14 |
In the Summary window, make sure that the router summary is correct, then click Finish.
|
What to do next
To enable the DNWildcard, select the Registry > HKEY_LOCAL_MACHINE > SOFTWARE > Cisco Systems > ICM > <instance> >RouterA > Router > CurrentVersion > Configurations > Global, and select the DNWildcardEnabled and set to 1.
Load Base Configuration
Procedure
Step 1 |
Based on your timezone, download the HCS-CC_11.6.1-Day1_2000.zip or file. Save it locally and unzip it. |
Step 2 |
Download the Domain_Update_Tool.zip file. Save it locally and unzip it. |
Step 3 |
Copy the configuration folder to the local drive of Unified CCE Rogger on Side A. |
Step 4 |
Open the ICMDBA Tool on the Unified CCE Rogger on Side A. |
Step 5 |
Select the Unified CCE Rogger and expand the tree to <instance name>_sideA. |
Step 6 |
Select Data on the menu bar and click Import. |
Step 7 |
Browse to locate the configuration folder and click Open. |
Step 8 |
Click OK and then click Import. |
Step 9 |
Click Start and then click OK on all messages. |
Step 10 |
Navigate to the folder Domain_Update_Tool and right-click UpdateDomain.PS1. and Run with PowerShell. Respond as follows:
|
Step 11 |
Return to the ICMDBA tool. Select Logger <instance name> database for the side that you want to synchronize. |
Step 12 |
Click Data in menu bar and select Synchronize and perform the following:
|
Step 13 |
Click Start and then click OK on all messages. |
Configure Unified CCE AW-HDS-DDS
This section explains the configuration procedures you must perform for the Unified CCE AW-HDS-DDS for Sides A and B.
Sequence | Task | Done? |
---|---|---|
1 | ||
2 | ||
3 | ||
4 | ||
5 | ||
6 | ||
7 | ||
8 |
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9 | ||
10 |
AW-HDS-DDS
Create Instance
Procedure
Step 1 |
Launch Unified CCE Web Setup from the desktop and log in using the Domain Administrator credentials to complete the installation. |
Step 2 |
Click Instance Management, and then click Add. |
Step 3 |
In the Add Instance window, select Facility and Instance from the drop-down list. |
Step 4 |
In the Instance Number field, enter 0. Click Save. |
Create HDS Database
Procedure
Step 1 |
Configure the HDS database as follows:
|
Step 2 |
In the Select Component dialog box, choose Administration & Data Server from the drop-down list. Click OK. |
Step 3 |
At the prompt, SQL Server is not configured properly. Do you want to configure it now?" Click Yes. |
Step 4 |
On the Configure page, in the SQL Server Configurations pane check Memory (MB) and Recovery Interval. Click OK. |
Step 5 |
On the Stop Server page, click Yes to stop the services. |
Step 6 |
In the Select AW Type dialog box, choose Enterprise from drop-down list. Click OK. |
Step 7 |
In the Create Database dialog box, configure as follows:
|
Step 8 |
In the Add Device dialog box, configure as follows:
|
Step 9 |
In the Create Database dialog box, under Storage, click Add. |
Step 10 |
In the Add Device dialog box, configure as follows:
|
Step 11 |
In the Create Database dialog box, configure as follows:
|
Configure AW-HDS-DDS
Complete the following procedure to install the Cisco Unified CCE Administration Server & Real-time Data Server, Historical Data Server, and Detailed Data Server (AW-HDS-DDS).
Before you begin
Procedure
Step 1 |
Choose Component Management > Administration & Data Servers. |
Step 2 |
Click Add. |
Step 3 |
On the Deployment window, choose the current instance. |
Step 4 |
On the Add Administration & Data Servers window, configure as follows:
|
Step 5 |
On the Server Role in a Small to Medium Deployment window, configure as follows:
|
Step 6 |
On the Administration & Data Servers Connectivity window, configure as follows: |
Step 7 |
On the Database and Options window, configure as follows:
|
Step 8 |
On the Central Controller Connectivity window, configure as follows:
|
Database and Log File Size
Complete the following procedure to increase the database and log sizes.
Before you begin
Use Database Size Estimator to calculate database and log file size.
Alternative option is to size the database and log using the values from Table 1.Procedure
Step 1 |
Open Microsoft SQL Server Management Studio. |
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Step 2 |
Expand the Database in Object Explorer. |
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Step 3 |
Select HDS database. Right-click on the database and select Properties. |
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Step 4 |
Click Files to increase the database and log sizes. |
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Step 5 |
Ensure that Auto Growth is disabled for data and enabled for log files. Log files automatically grow in 10 percent increments. |
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Step 6 |
Set the initial size of the data and log files according to Database Size Estimator or from the following table:
|
Set the HCS for CC Deployment Type
Before you begin
-
Ensure that a domain user logging into CCE Web Administration is part of the UcceConfig local group of all Unified CCE AW DB (real-time distributor) machines.
Procedure
Step 1 |
Launch CCE Web Administration. |
Step 2 |
Login with user credentials. |
Step 3 |
Set the HCS for CC for CC Deployment Type |
Step 4 |
View the Deployment Type.
|
Step 5 |
View the System Validation Rules
|
Step 6 |
View the System Configuration Limits
|
Configure Unified CCE PG
The following table explains the tasks that you must perform to configure Unified CCE PG on both side A and B.
Sequence |
Tasks |
Done? |
---|---|---|
1 |
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2 |
||
3 |
||
4 |
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5 |
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6 |
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7 |
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8 |
||
9 |
||
10 |
||
11 |
Start Unified CCE Services |
Configure CUCM Peripheral Gateway
Complete the following tasks to configure CUCM peripheral gateways for the PG Server on Side A and then repeat the same procedure for Side B.
Configure CUCM PG
Before you begin
-
UcceConfig Local group
-
Local administrator group
Procedure
Step 1 |
Open Configuration Manager > PG Explorer. |
Step 2 |
Select the option Enable Agent Reporting for CUCMPG1 Routing Client. |
Step 3 |
Enter the Primary and Secondary CTI address and port information in the Unified Communications Manager PG for the Cisco Unified WIM and EIM feature. |
Step 4 |
In the Agent Distribution tab, enter a site name in Administration and Data Server field. |
Prepare to Add PG
Procedure
Step 1 |
Open Peripheral Gateway Setup. |
Step 2 |
In the ICM Instances pane, click Add. |
Step 3 |
In the Add Instance window, select the appropriate Facility and Instance Name from the drop-down list. |
Step 4 |
In the Instance Number field, enter 0. |
Step 5 |
Click Save. |
Add CUCM PG
Procedure
Step 1 |
Open Peripheral Gateway Setup. |
Step 2 |
In the Instance Components pane, click Add. |
Step 3 |
From the ICM/CCE/CCH Component Selection dialog box, select Peripheral Gateway. |
Step 4 |
In the Peripheral Gateway Properties dialog box:
|
Add CUCM PIM
Procedure
Step 1 |
In the Peripheral Gateway Component Properties window, click Add. |
||
Step 2 |
From the Client Type drop-down list, select CUCM. |
||
Step 3 |
From the Available PIMS list, select PIM, then click OK. |
||
Step 4 |
In the CUCM Configuration dialog box, check the Enabled check box. |
||
Step 5 |
In the Peripheral name field, enter the peripheral name. |
||
Step 6 |
In the Peripheral ID field, enter the logical controller ID. |
||
Step 7 |
In the Agent Extension Length field, enter the extension length for this deployment.
|
||
Step 8 |
In the CUCM Parameters pane, configure as follows:
|
||
Step 9 |
Repeat these steps to configure the remaining PIMs. Unified Communication Domain Manager sets the default password as "pguser", during Unified Communication Manager Integration. |
After Creating PIMs
Procedure
Step 1 |
In the Logical Controller ID field, enter the logical controller ID of the PIM. |
||
Step 2 |
In the CTI Wrapup Data Delay field, enter 0, then click Next. |
||
Step 3 |
In the Device Management Protocol Properties window:
|
||
Step 4 |
In the Peripheral Gateway Network interfaces window, enter PG Private Interfaces and PG Visible (Public) Interfaces. |
||
Step 5 |
For Side A only: |
||
Step 6 |
In the Peripheral Gateway Network Interfaces window, click Next. |
||
Step 7 |
In the Check setup Information window, click Next. |
||
Step 8 |
In the Setup Complete window, click Finish.
|
Configure VRU Peripheral Gateway
Add VRU PG
Procedure
Step 1 |
Open Peripheral Gateway Setup. |
Step 2 |
In the Instance Components pane, click Add. |
Step 3 |
From the Component Selection dialog box, select Peripheral Gateway. |
Step 4 |
In the Peripheral Gateway Properties dialog box:
|
Add VRU PIM
Procedure
Step 1 |
In the Peripheral Gateway Component Properties window, click Add. |
Step 2 |
From the Client Type drop-down list, select VRU. |
Step 3 |
Select the appropriate PIM from the Available PIMS list, then click OK. |
Step 4 |
In the Configuration dialog box, check the Enabled check box. |
Step 5 |
In the Peripheral name field, enter the CVP server name. |
Step 6 |
In the Peripheral ID field, enter the logical controller ID of CVP server. |
Step 7 |
In the VRU Hostname field, enter the hostname of the CVP server. |
Step 8 |
In the VRU Connect port field, enter 5000. |
Step 9 |
In the Reconnect interval (sec) field, enter 10. |
Step 10 |
In the Heartbeat interval (sec) field, enter 5. |
Step 11 |
From the DSCP drop-down list, select CS3(24). |
Step 12 |
Click OK. |
Step 13 |
Repeat these steps to configure the remaining PIMs. |
Configure MR Peripheral Gateway
Add Media Routing PG
Configure Media Routing PG, though Multichannel and Outbound are not used. In this case, Media Routing PG remains idle or disabled.
Procedure
Step 1 |
Open Peripheral Gateway Setup. |
Step 2 |
In the Instance Components pane, click Add. |
Step 3 |
From the Component Selection dialog box, select Peripheral Gateway. |
Step 4 |
In the Peripheral Gateway Properties dialog box:
|
Add Multichannel PIM to 2000 Agent Deployment
Procedure
Step 1 |
In the Peripheral Gateway Component Properties window, click Add. |
||
Step 2 |
From the Client Type drop-down list, select Media Routing. |
||
Step 3 |
From the Available PIMS list, select MR PIM1, then click OK. |
||
Step 4 |
In the Configuration dialog box, check the Enabled check box. |
||
Step 5 |
In the Peripheral name field, enter the peripheral name. |
||
Step 6 |
In the Peripheral ID field, enter the logical controller ID of the Unified CCE component you are adding. The following are the names by which the Unified CCE components are represented in the database.
Example: |
||
Step 7 |
In the Application Hostname (1) field, enter the hostname or the IP address of the ECE services server. |
||
Step 8 |
In the Application connection port (1) field, enter the port number.
|
||
Step 9 |
In the Application Hostname (2) field, leave the field blank. |
||
Step 10 |
In the Application connection port (2) field, leave the field blank. |
||
Step 11 |
In the Heartbeat interval (sec) field, enter 5. |
||
Step 12 |
In the Reconnect interval (sec) field, enter 10. |
||
Step 13 |
Click OK. |
Add Outbound PIM
Procedure
Step 1 |
In the Peripheral Gateway Component Properties window, click Add. |
Step 2 |
From the Client Type drop-down list, select Media Routing. |
Step 3 |
From the Available PIMS list, select MR PIM2, then click OK. |
Step 4 |
In the Configuration dialog box, check the Enabled check box. |
Step 5 |
In the Peripheral name field, enter the peripheral name. |
Step 6 |
In the Peripheral ID field, enter the logical controller ID. |
Step 7 |
In the Application Hostname (1) field, enter the hostname or the IP address of Agent PG machine of Side A. |
Step 8 |
In the Application connection port (1) field, retain the default value. |
Step 9 |
In the Application Hostname (2) field, enter the hostname or the IP address of Agent PG machine of Side B. |
Step 10 |
In the Application connection port (2) field, retain the default value. |
Step 11 |
In the Heartbeat interval (sec) field, enter 5. |
Step 12 |
In the Reconnect interval (sec) field, enter 10. |
Step 13 |
Click OK. |
Configure CTI Server
Procedure
Step 1 |
Select Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup. |
||
Step 2 |
In the Instance Components pane of the Components Setup dialog box click Add. |
||
Step 3 |
In the Component Selection dialog box, click CTI Server.
|
||
Step 4 |
In the Server Component Properties dialog box, configure as follows:
|
||
Step 5 |
Click Next. |
||
Step 6 |
In the Network Interface Properties dialog box, enter the private interfaces. |
||
Step 7 |
Enter the public (visible) interfaces and the CG visible interfaces, and click Next. |
||
Step 8 |
Under the Check Setup Information page, verify all the settings, and click Next. |
||
Step 9 |
In the Setup Completed dialog box, click Finish. |
||
Step 10 |
Click Exit Setup.
|
Install JTAPI
![]() Note |
This procedure is required for the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM. However, you must postpone this task until after you Configure Unified Communications Manager. However, you must postpone this task until after you configure Unified Communications Manager. |
Complete the following procedure to install JTAPI on the Unified Contact Center Enterprise Machine having a PG with Unified Communications Manager PIM for Side A and Side B.
Procedure
Step 1 |
Launch the Unified Communications Manager in a browser (https://{callmanager-hostname}) and log in. |
Step 2 |
Navigate to Find. . Click |
Step 3 |
Install the downloaded file, accepting all of the default settings. |
Step 4 |
At the prompt, enter the IP address for the Unified Communications Manager TFTP Server, and click Next. |
Step 5 |
Click Finish. |
Verify Cisco Diagnostic Framework Portico
Do this for the Unified CCE machines.
Procedure
Step 1 |
Open the command prompt and enter cd C:\. |
Step 2 |
Enter cd icm\serviceability\diagnostics\bin and press Enter. |
Step 3 |
Enter DiagFwCertMgr /task:CreateAndBindCert /port:7890 and press Enter. |
Step 4 |
Go to Start -> Run and enter services.msc to open the Services tool. Make sure the Cisco Diagnostic Framework service is running. If it is not running start it. |
Step 5 |
Open Diagnostic Framework Portico: . Then make sure you can log in to the Diagnostic Framework Portico using domain user credentials. |
Cisco SNMP Setup
Complete the following procedures to configure Cisco SNMP:
Add Cisco SNMP Agent Management Snap-In
You can configure Cisco SNMP Agent Management settings using a Windows Management Console snap-in.
Complete the following procedure to add the snap-in and change Cisco SNMP Management settings.
Procedure
Step 1 |
From the Start menu, enter mmc.exe /32. |
Step 2 |
From the Console, choose . |
Step 3 |
In the Add or Remove Snap-ins dialog box, choose Cisco SNMP Agent Management from the list of available snap-ins. Click Add. |
Step 4 |
In the Selected snap-ins pane, double-click Cisco SNMP Agent Management. |
Step 5 |
In the Extentions for Cisco SNMP Agent Management dialog box, select Always enable all available extentions. Click OK. |
Step 6 |
In the Add/Remove Snap-in window, click OK. The Cisco SNMP Agent Management Snap-in is now loaded into the console. |
Save Cisco SNMP Agent Management Snap-In View
After you load the Cisco SNMP Agent Management MMC snap-in, you can save the console view to a file with a .MSC file extension. You can launch the file directly from Administrative Tools.
Complete the following procedure to save the Cisco SNMP Agent Management snap-in view.
Procedure
Step 1 |
Choose . |
Step 2 |
In the Filename field, enter Cisco SNMP Agent Management. |
Step 3 |
In the Save As type field, choose a file name to map to the administrative tools such as Microsoft Management Console Files(*.msc). |
Step 4 |
Click Save. |
Set Up Community Names for SNMP V1 and V2c
If you use SNMP v1 or v2c you must configure a community name so that Network Management Systems (NMSs) can access the data your server provides. Use SNMP community names to authenticate data exchange of SNMP information. An NMS can exchange SNMP information only with servers that use the same community name.
Complete the following procedure to configure the community name for SNMP v1 and v2c.
Before you begin
Ensure Cisco SNMP is added and saved using the procedures Add Cisco SNMP Agent Management Snap-In and Save Cisco SNMP Agent Management Snap-In View.
Procedure
Step 1 |
Choose . |
Step 2 |
Right-click Cisco SNMP Agent Management and choose Run as administrator. |
Step 3 |
The Cisco SNMP Agent Management screen lists some of the configurations that require SNMP for traps and system logs. |
Step 4 |
Right-click Community Names (SNMP v1/v2c) and choose Properties. |
Step 5 |
In the Community Names (SNMP v1/v2c) Properties dialog box, click Add New Community. |
Step 6 |
In the Community Name field, enter a community name. |
Step 7 |
In the Host Address List, enter the host IP address. |
Step 8 |
Click Apply and click OK. |
Set Up SNMP User Names for SNMP V3
If you use SNMP v3 you must configure a user name so that NMSs can access the data your server provides.
Complete the following procedure to configure a user name for SNMP v3.
Before you begin
Ensure Cisco SNMP is added and saved using the procedures Add Cisco SNMP Agent Management Snap-In and Save Cisco SNMP Agent Management Snap-In View.
Procedure
Step 1 |
From the Console Root, choose . |
Step 2 |
Click Add New User. |
Step 3 |
In the User Name field, enter a username. |
Step 4 |
Click Save. |
Step 5 |
The username appears in the Configured Users pane at the top of the dialog box. |
Step 6 |
Click Apply and click OK. |
Set Up SNMP Trap Destinations
You can configure SNMP Trap Destinations for SNMP v1, SNMP v2c, and SNMP v3. A Trap is a notification that the SNMP agent uses to inform the NMS of a certain event.
Complete the following procedure to configure the trap destinations.
Before you begin
Ensure Cisco SNMP is added and saved using the procedures Add Cisco SNMP Agent Management Snap-In and Save Cisco SNMP Agent Management Snap-In View.
Procedure
Step 1 |
From the Console Root, choose . |
Step 2 |
Click Add Trap Entity. |
Step 3 |
Click the SNMP version that your NMS uses. |
Step 4 |
In the Trap Entity Name field, enter a name for the trap entity. |
Step 5 |
Choose the User Name/Community Name that you want to associate with this trap. This list is auto-populated with existing configured users/community names. |
Step 6 |
Enter one or more IP addresses in the IP Address entry field. Click Insert to define the destinations for the traps. |
Step 7 |
Click Apply and click Save to save the new trap destination. The trap entity name appears in the Trap Entities section at the top of the dialog box. |
Step 8 |
Click OK. |
Set Up SNMP Syslog Destinations
You can configure Syslog destinations for SNMP from the Cisco SNMP Agent Management Snap-in.
Complete the following procedure to configure Syslog destinations.
Procedure
Step 1 |
From the Console Root, choose . |
Step 2 |
Choose an Instance from the list box. |
Step 3 |
Check Enable Feed. |
Step 4 |
Enter an IP address or host name in the Collector Address field. |
Step 5 |
Click Save. |
Step 6 |
Click OK and restart the logger. |
Start Unified CCE Services
The Unified CCE components run as a Windows service on the host computer. You can start, stop, or cycle these services from the Unified CCE Service Control tool on the desktop.
![]() Note |
This procedure is required for activating Unified CCE services. However, you must postpone this task until you install Unified CCE components in all virtual machines given in the deployment model. |
Procedure
Step 1 |
On eachUnified CCE Server machine, open Unified CCE Service Control. |
Step 2 |
Start the Unified CCE component services. |
Configure Unified CVP
Sequence | Task | Done? |
---|---|---|
1 |
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2 |
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3 |
Configure Unified CVP Server
This section explains the procedures to configure Unified CVP Server.
Sequence | Task | Done? |
---|---|---|
1 |
||
2 |
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3 |
Validate Network Card
Procedure
Step 1 |
Select Start and right-click Network. |
Step 2 |
Select Properties. Then select Change Adapter Settings. |
Step 3 |
Right-click Local Area Connection and select Properties. |
Step 4 |
Uncheck Internet Protocol Version 6 (TCP/IPV6). |
Step 5 |
Check Internet Protocol Version 4 and select Properties. |
Step 6 |
Confirm the data for Visible IP addresses, Subnet mask, Default gateway and Preferred and alternate DNS servers. |
Step 7 |
Click OK. |
Setup Unified CVP Media Server IIS
Procedure
Step 1 |
Navigate to . |
Step 2 |
Choose Server Manager option navigate to . |
Step 3 |
Goto Installation Type tab, choose Role based or featue based installation option and click Next. |
Step 4 |
On Server Selection window, select server from the list and click Next. |
Step 5 |
Check Web Sever(IIS) check box to enable IIS and click Next. |
Step 6 |
No additional features are necessary to install Web Adaptor, click Next. |
Step 7 |
Click Next. |
Step 8 |
Ensure that the web server components listed below are enabled.
|
Step 9 |
Click Next. |
Step 10 |
Ensure that your settings are correct and click Install. |
Step 11 |
After installation click Close. |
Setup FTP Server
Install FTP Server
Procedure
Step 1 |
Select . |
Step 2 |
Select Server Manager and click Manage. |
Step 3 |
Select Add Roles and Features and click Next. |
Step 4 |
In the Installation Type tab, select Role-based or feature-based Installation and click Next. |
Step 5 |
Select required server from the list and click Next. |
Step 6 |
No additional features are necessary to install the web Adaptor and click Next. |
Step 7 |
On the Server Roles page, expand Web Server (IIS). |
Step 8 |
Check FTP Server and click Next. |
Step 9 |
On the Features page, click Next. |
Step 10 |
On the Configuration page, click Install. |
Enable FTP Server
Procedure
Step 1 |
Goto . |
Step 2 |
Choose Sever Manager and click IIS. |
Step 3 |
Right-click on the server that you want to enable FTP server and choose Internet Information Services (IIS) Manager option from submenu. |
Step 4 |
Goto Connections panel:
|
Step 5 |
Enter FTP Site Name. |
Step 6 |
Browse C:\Inetpub\wwwroot in Physical Path field and click Next. |
Step 7 |
Choose IP Address of CVP from the drop-down list. |
Step 8 |
Enter Port number. |
Step 9 |
Check No SSL check box and click Next. |
Step 10 |
Check Anonymus and Basic check boxes in Authentication panel. |
Step 11 |
Choose All Users from Allow Access To drop-down list. |
Step 12 |
Check Read and Write check boxes and click Finish. |
Configure Basic Settings for FTP Server
Procedure
Step 1 |
Navigate to FTP server that you have created in Connections tab. |
Step 2 |
Goto Actions tab and click Basic Settings. |
Step 3 |
Click Connect As. |
Step 4 |
Choose Application User (pass-through authentication) option and click OK. |
Step 5 |
Click OK in Edit Site window. |
Configure Unified CVP Reporting Server
![]() Note |
|
This table lists the procedures to configure Unified CVP reporting server.
Sequence | Task | Done ? |
---|---|---|
1 | Validate Network Card | ? |
2 | ? | |
3 | Unified CVP Reporting Users | ? |
4 | Create Data Source for Cisco Unified CVP Report Data | ? |
Unified CVP Reporting Users
Create Reporting Users
Unified CVP reporting users can sign in to Unified Intelligence Center only if they exist in the Administration console as Superusers or if Active Directory (AD) is configured in the Unified Intelligence Center Administration console for their domain:
-
Superusers who are added are considered to be IP Multimedia Subsystem (IMS) users.
-
Users who are authenticated through Active Directory are considered to be Lightweight Directory Access Protocol (LDAP) users.
Both IMS users and LDAP users can log in to Unified Intelligence Center reporting and are restricted to the limited Login User role until the Unified Intelligence Center reporting security administrator gives them additional roles and flags them as active users.
Although you can create a user on the Unified Intelligence Center User List page, an entry on the User List is not sufficient for that user to sign in to the Unified Intelligence Center. One reason to create users on the User List page is to expedite the permissions for users before their Active Directory domain is configured.
Create Superusers
Procedure
Step 1 |
Log in to the Cisco Unified Intelligence Center Administration Console |
Step 2 |
Navigate to Admin User Management > Admin User Management to open the Users page. |
Step 3 |
Click Add New to add and configure a new user or click an existing username to edit the configuration for that user. This page has three tabs: General, Credentials, and Policy. For information about completing these tabs, see at https://www.cisco.com/en/US/products/ps9755/prod_maintenance_guides_list.html or the Administration console online help. |
Step 4 |
Click Save. |
Set Up Active Directory Server for LDAP Users
Configure the Active Directory tab in the Cisco Unified Intelligence Center Administration console so that Unified CVP reporting users can log in to the Unified Intelligence Center reporting application with the user name and password that is defined in their domain.
Procedure
Step 1 |
In the Cisco Unified Intelligence Center Administration application, navigate to and select the Active Directory tab. |
Step 2 |
Complete all fields on this page, referring to the online help for guidance. |
Step 3 |
Click Test Connection. |
Step 4 |
When the connection is confirmed, click Save. |
Sign In to Cisco Unified Intelligence Center Reporting Interface
Who can sign in to the Unified Intelligence Center reporting interface:
-
Initially, the System Application User who is the default Superuser.
-
Eventually, any Unified CVP user who was created in the Administration Console as an IMS superuser or an LDAP user.
Perform the following procedure to sign in to the Unified Intelligence Center reporting interface.
Procedure
Step 1 |
Sign in to the Cisco Unified Intelligence Center Administration Console (https://<HOST ADDRESS>/oamp). |
Step 2 |
Navigate to Control Center > Device Control. |
Step 3 |
Click on the name of the Member node you want to access. This opens the Cisco Unified Intelligence Center login page for that member. |
Step 4 |
Enter your user ID and password. The Overview page appears. |
Step 5 |
Create Report Template
Sequence | Task | Done? |
---|---|---|
1 | Create Data Source for Cisco Unified CVP Report Data | |
2 | Obtain Cisco Unified CVP Report Templates | |
3 | Import Unified CVP Report Templates and Set Data Source |
Create Data Source for Cisco Unified CVP Report Data
Procedure
Step 1 |
Log in to the Unified Intelligence Center at https://<hostname of CUIC Publisher>:8444/cuic. |
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Step 2 |
From the navigation pane, click Configure > Data Sources. |
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Step 3 |
In the Data Sources tab, click Create. |
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Step 4 |
Complete fields on this page as follows:
|
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Step 5 |
Click Test Connection. If the status is not Online, review the error message to determine the cause and edit the data source accordingly. |
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Step 6 |
Click Save to close the Add Data Source window.
The new data source appears on the Data Sources list. |
Obtain Cisco Unified CVP Report Templates
Who can obtain import Unified CVP report templates: any user in your organization.
The Unified CVP reporting template XML files are installed with Unified CVP. Locate them and copy them to a Cisco Unified Intelligence Center client workstation.
Perform the following procedure to obtain import Unified CVP report templates.
Procedure
Step 1 |
In the Unified CVP server, locate the Unified CVP template files. These are XML files that reside on the reporting server in %CVP_HOME%\CVP_Reporting_Templates. You can also find them in the Installation directory \Downloads and Samples\Reporting Templates. |
Step 2 |
Choose the files and copy them to the client computer from where you can launch the Unified Intelligence Center Reporting web application. |
Import Unified CVP Report Templates and Set Data Source
Procedure
Step 1 |
Launch the
Unified Intelligence Center web application using the
|
Step 2 |
Enter your user name and password. |
Step 3 |
From the left navigation pane, click Reports. |
Step 4 |
From the Reports toolbar, click New Folder. |
Step 5 |
Name the new folder as a container for Unified CVP reports. Click Save. |
Step 6 |
From the Reports toolbar, click New > Import. You will be redirected to the overview page of the Unified Intelligence Center legacy interface. |
Step 7 |
Click the Reports drawer and select the folder you created to import the Unified CVP reports. |
Step 8 |
From the toolbar, click Import Report. |
Step 9 |
Save to the Unified CVP folder you created in Step 5. |
Step 10 |
Click Import. |
Step 11 |
Repeat for the callback templates. |
Configure Cisco Unified CVP Operations Console
Enable Unified CVP Operations Console
Procedure
Step 1 |
Go to Start > Run and type services.msc. |
Step 2 |
Check that Cisco CVP OPSConsoleServer service is running. If it is not, right-click that service and click Start. |
Step 3 |
Go to Start > All Programs > Cisco Unified Customer Voice Portal > Operation Console to open the Unified CVP OPSConsole page. If you are using Microsoft Internet Explorer, you will need to accept the self-signed certificate. |
Configure Unified CVP Call Server Component
![]() Note |
|
Procedure
Step 1 |
On the Unified CVP OAMP server, go to . |
Step 2 |
Click Operations Console and log in. |
Step 3 |
Navigate to Device Management > Unified CVP Call Server. |
Step 4 |
Click Add New. |
Step 5 |
On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM, IVR, and SIP. Click Next. |
Step 6 |
Click the ICM tab. For each of the Cisco Unified CVP Call Servers, retain the default port of 5000 for the VRU Connection Port. |
Step 7 |
Click the SIP tab:
|
Step 8 |
Click the Device Pool tab. Make sure the default device pool is selected. |
Step 9 |
(Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as follows: |
Step 10 |
Click Save & Deploy. |
Step 11 |
Repeat this procedure for the remaining Unified CVP Servers. |
Configure Unified CVP Server Component
![]() Note |
|
Procedure
Step 1 |
In the Unified CVP Operations console, navigate to . |
Step 2 |
Click Add New. |
Step 3 |
On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. |
Step 4 |
Configure the primary and backup CVP Call Servers. |
Step 5 |
Click the Configuration tab. In the Enable reporting for this CVP VXML Server field, click Yes to optionally enable reporting. If you do not want to enable reporting, click No. |
Step 6 |
Click the Device Pool tab. Make sure the default device pool is selected. If prompted to restart the primary and secondary call servers, click No. Do not restart at this time. |
Step 7 |
Click Save & Deploy. |
Step 8 |
Repeat this procedure for all CVP Servers. |
Configure Unified CVP Reporting Server
![]() Note |
To load balance to the CVP reporting server, there are 2 CVP reporting servers deployed, one on each side. When a customer has 2 reporting servers, he should configure CVP Reporting server Side A and associate all the side A CVP call servers, and for Side B reporting server, associate all the CVP call servers belongs to side B, this is because each CVP call server and each VXML server can be associated with only one reporting server. Be aware that the reports cannot span multiple Informix databases. Side A call servers reports only of side A reporting server and side B call servers reports only of side B reporting server. If the customer chooses to have a single CVP reporting server, he should associate all the call servers to the single reporting server. During temporary database outages, messages are buffered to file and are inserted into the database after the database comes back on line. The amount of time that messages can be buffered depends on the system. |
Procedure
Step 1 |
In the CVP Operations Console, navigate to . |
Step 2 |
Click Add New. |
Step 3 |
On the General tab, configure the following:
|
Step 4 |
Configure the following on the Infrastructure tab: |
Step 5 |
Click Save & Deploy. |
Step 6 |
Repeat Steps 1 through 5 for all CVP Reporting Servers. |
Configure Unified CVP Media Server
Procedure
Step 1 |
In the CVP Operations Console, navigate to Device Management > Media Server. |
Step 2 |
Click Add New. |
Step 3 |
On the General tab, configure the following.
|
Step 4 |
Click Save. |
Step 5 |
Repeat Step 1 through 4 for all Media Servers. |
Step 6 |
After you configure all Media Servers, click Deploy. |
Step 7 |
Click Deployment Status to make sure that you applied the configuration. |
Step 8 |
In the CVP Operations Console, navigate to Device Management > Media Server. |
Step 9 |
Change Default Media Server from None to any one of the Unified CVP servers. Then click Set. |
Step 10 |
Click Deploy. |
Install Unified CVP licenses
Procedure
Step 1 |
Sign in to the CVP Operations Console. |
Step 2 |
Choose . |
Step 3 |
In the Select device type field, choose All Unified CVP devices. |
Step 4 |
Browse and select the license file. |
Step 5 |
Click Transfer. |
Step 6 |
Click File Transfer Status to monitor transfer progress. |
Configure Gateways
Procedure
Step 1 |
In the Unified CVP Operations Console, navigate to . |
Step 2 |
Click Add New. |
Step 3 |
On the General tab, configure as follows:
|
Step 4 |
Click Test Sign-in to verify that a connection with the gateway can be established and that the credentials are correct. |
Step 5 |
Click Save. |
Step 6 |
Repeat for every gateway. |
Transfer Scripts and Media Files
Procedure
Step 1 |
In the Unified CVP Operations Console, navigate to . |
Step 2 |
In the Select device type field, select the Gateway. |
Step 3 |
Move all Gateways to Selected. |
Step 4 |
Click Default Gateway files. |
Step 5 |
Click Transfer and select OK at the popup window. |
Step 6 |
Click File Transfer Status to monitor transfer progress. |
Configure SNMP
Procedure
Step 1 |
In the Unified CVP Operations Console, navigate to . |
Step 2 |
Click Add New.
|
Step 3 |
Create the notification destination and deploy to all of the Unified CVP devices.
|
Add Unified CCE Devices
Procedure
Step 1 |
Log in to the Unified CVP Operations Console. |
||
Step 2 |
Choose . |
||
Step 3 |
Click Add New. |
||
Step 4 |
On the General tab, configure as follows:
|
||
Step 5 |
Click Save. |
||
Step 6 |
Repeat Steps 1 to 5 for all Unified CCE machines. |
Add Unified Communications Manager Devices
Procedure
Step 1 |
Log in to the CVP Operations Console. |
||
Step 2 |
Choose . |
||
Step 3 |
Click Add New. |
||
Step 4 |
On the General tab, configure as follows:
|
||
Step 5 |
Click Save. |
||
Step 6 |
Repeat Steps 1 to 5 for all Unified Communications Manager Devices. |
Add Unified Intelligence Center Devices
Procedure
Step 1 |
Log in to the CVP Operations Console. |
Step 2 |
Navigate to the Cisco Unified Intelligence Center Device. Choose . |
Step 3 |
Click Add New. |
Step 4 |
On the General tab, configure as follows:
|
Step 5 |
Click Save. |
Configure SIP Server Group
SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.
Procedure
Step 1 |
In the Unified CVP Operations Console, navigate to . |
Step 2 |
Create a server group for the Cisco Unified Communications Manager devices: |
Step 3 |
Create a server group for the gateway devices: |
Step 4 |
Associate these server groups to all Unified CVP Call Servers: |
Configure Dialed Number Patterns
Dialed number patterns are required for:
-
Agent Device
-
Network VRU
-
Ringtone
-
Error
Procedure
Step 1 |
In the Unified CVP Operations Console, navigate to . |
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Step 2 |
For each dialed number pattern in the following table:
|
||||||||||||||||||||
Step 3 |
After you configure all dialed number patterns, click Deploy. |
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Step 4 |
Click Deployment Status to make sure that you applied the configuration.
|
||||||||||||||||||||
Step 5 |
Restart the Unified CVP Call Server components. |
Configure Cisco IOS Enterprise Voice Gateway
Complete the following procedure to configure the Cisco IOS Voice Gateway. Instructions are applicable to both TDM and Cisco UBE Voice gateways, unless otherwise noted.
![]() Note |
Complete all configuration steps in mode. |
logging buffered 2000000 debugging
no logging console
service timestamps debug datetime msec localtime
ip routing
ip cef
ip source-route
interface GigabitEthernet0/0
ip route-cache same-interface
duplex auto
speed auto
no keepalive
no cdp enable
voice service voip
no ip address trusted authenticate
ip address trusted list
ipv4 0.0.0.0 0.0.0.0 # OR an explicit Source IP Address Trust List
allow-connections sip to sip
signaling forward unconditional
Configure Ingress Gateway
Procedure
Step 1 |
Configure global settings.
|
||
Step 2 |
Configure voice codec preference:
|
||
Step 3 |
Configure default services:
|
||
Step 4 |
Configure gateway and sip-ua timers:
|
||
Step 5 |
Configure POTS dial-peers:
|
||
Step 6 |
Configure the switch leg:
|
||
Step 7 |
Configure the hardware resources (transcoder, conference bridge, and MTP):
|
||
Step 8 |
Optional, configure the SIP Trunking:
|
||
Step 9 |
Configure incoming PSTN SIP trunk dial peer:
|
Configure VXML Gateway
Before you begin
![]() Note |
If you have configured VVB, it is not mandatory to configure VXML Gateway. You may configure either VVB or VXML Gateway, or configure both. |
Procedure
Step 1 |
Configure global settings:
|
||
Step 2 |
Configure default Unified CVP services:
|
||
Step 3 |
Configure dial-peers:
|
||
Step 4 |
Configure default Unified CVP HTTP, ivr, rtsp, mrcp and vxml settings:
|
||
Step 5 |
Configure primary and secondary media servers:
|
||
Step 6 |
Configure VXML leg where the incoming called-number matches the Network VRU Label:
|
||
Step 7 |
Configure ASR TTS:
|
Configure Unified Communications Manager
Follow this sequence of tasks to configure Unified Communications Manager:
Sequence | Task | Done? |
---|---|---|
1 | ||
2 | ||
3 | ||
4 | ||
5 | ||
6 | ||
7 | ||
8 |
Configure Unified Communications Manager Publisher
You must customize the Unified Communications Manager publisher before you customize the subscribers.
Before you begin
Ensure that the Virtual Machine device status shows Connect at Power On checked for the Network adapter and Floppy drive.
Procedure
Step 1 |
Power on the Publisher. This begins the installation based on the information in the .flp file.The installation begins automatically and runs with no interaction from you. After an hour or more, a message appears indicating a successful installation. |
Step 2 |
Click the Console tab for the VM. Log in to the Publisher machine, using the credentials for the Administration User. The machine opens to the CLI interface. |
Step 3 |
Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive. |
![]() Note |
During the customization of the publisher/primary, the username and the password are modified as follows. The customer should change the password.
|
Configure Unified Communications Manager Subscriber
Launch Unified Communications Manager Publisher to Add the Subscriber
To add the subscriber, you must launch the publisher node.
Procedure
Step 1 |
Launch the Unified Communications Manager Publisher in a browser (http://<IP Addr of CUCM Publisher>/ccmadmin). |
Step 2 |
Enter the username and password and login to the Unified Communications Manager. |
Step 3 |
Select . |
Step 4 |
On the Add a Server page, choose CUCM Voice/Video for the server type. Click Next. |
Step 5 |
On the Server Information page, enter the IP address of the first subscriber. |
Step 6 |
Click Save. |
Step 7 |
Repeat Steps 3 - 6 for the second subscriber. |
Configure Subscriber
Before you begin
Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and Floppy drive
Procedure
Step 1 |
Power on the Subscriber. |
Step 2 |
Click the Console tab for the VM. Log in to the CUCM Secondary machine, using the credentials for the Administration User. The machine opens to the CLI interface. |
Step 3 |
Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive. |
![]() Note |
During the customization of the subscriber node, the username and the password are modified as follows. The customer should change the password.
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Unified Communications Manager License
To configure the Unified Communications Manager license, first add a product instance, then generate and register the license, and then install the license.
Upgrade Unified Communications Manager License
Procedure
Step 1 |
Unzip the license file from the email message. |
Step 2 |
Launch Unified Communications Manager in a browser (https://<IP Address of CUCM Publisher>). |
Step 3 |
Click Cisco Prime License Manager and navigate to . |
Step 4 |
Under Other Fulfillment Options, select Fulfill Licenses from File. |
Step 5 |
Click Browse and locate your license file. |
Step 6 |
Click Install and close the popup window. |
Step 7 |
Navigate to Product Instances. Delete any old instances. Then click Add. |
Step 8 |
Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications Manager Publisher. |
Step 9 |
Select Product type of Unified CM. |
Step 10 |
Click OK. |
Step 11 |
Click Synchronize Now. |
Generate and Register License
Procedure
Step 1 |
Go to License Management > Licenses. Under Other Fulfillment options, click Generate License Request. |
Step 2 |
When the License Request and Next Steps window opens, copy the text as directed (PAK ID) and save it to a text editor. |
Step 3 |
Click the Cisco License Registration site and proceed with steps in the site. Keep the PAK handy; you will need it. |
Step 4 |
Enter the PAK when prompted. You will receive the license file in an email message. |
Install License
Complete the following procedure to install a license.
Procedure
Step 1 |
Unzip the license file from the email message. |
Step 2 |
Navigate to License Management > Licenses. |
Step 3 |
Under Other Fulfillment Options, choose Fulfill Licenses from File. |
Step 4 |
Browse for the license file and click Install. |
Step 5 |
Navigate to the Monitoring > License Usage page to verify a successful installation. |
Activate Services
Complete the following procedure to activate services.
Procedure
Step 1 |
Launch the Unified Communications Manager in a browser (http://<IP Address of CUCM Node>). |
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Step 2 |
From the Cisco Unified Serviceability drop-down list, choose . |
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Step 3 |
From the Server drop-down list, choose the server on which you want to activate the services, and then click Go. The window displays the service names and activation status of the services. |
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Step 4 |
Check the following services to activate: |
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Step 5 |
Click Save.
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Validate Clusterwide Domain Configuration
Procedure
Step 1 |
In the Cisco Unified CM Administration, navigate to System > Enterprise Parameters. |
Step 2 |
Scroll down to Clusterwide Domain Configuration. Cluster Fully Qualified Domain Name should match the Server Group name in the Unified CVP SIP Server Groups Configure SIP Server Group. |
Install JTAPI on Unified CCE Servers
Now that you configured the Unified Communications Manager, you can Install JTAPI .
Configure Unified Intelligence Center Coresident Deployment
Configure Unified Intelligence Center Publisher
You must customize the Cisco Unified Intelligence Center publisher before you customize the subscriber.
Before you begin
Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and Floppy drive
Procedure
Step 1 |
Power on the Publisher. |
Step 2 |
Click the Console tab for the VM. Log in to the CUIC Primary machine, using the credentials for the Administration User. The machine opens to the CLI interface. |
Step 3 |
Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive. |
![]() Note |
During the customization of the publisher/primary, the username and the password are modified as follows. The customer should change the password.
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Configure Unified Intelligence Center Subscriber
![]() Note |
Ensure that the license is updated before adding the subscriber node. |
Launch Publisher to Add Subscriber
Procedure
Step 1 |
Enter http://<HOST ADDRESS>/oamp URL in the browser, where HOST ADDRESS is the IP Address or 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 left panel, choose . |
Step 4 |
Click Add Member. |
Step 5 |
Enter hostname or IP address in Name field. |
Step 6 |
Enter Description for the device. |
Step 7 |
Click Save. |
Configure Subscriber
Before you begin
Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and Floppy drive
Procedure
Step 1 |
Power on the Subscriber. |
Step 2 |
Click the Console tab for the VM. Log in to the CUIC Secondary machine, using the credentials for the Administration User. The machine opens to the CLI interface. |
Step 3 |
Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive. |
![]() Note |
During the customization of the subscriber node, the username and the password are modified as follows. The customer should change the password.
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Add Coresident (Cisco Unified Intelligence Center with Live Data and IdS) Machine Type to the System Inventory
Procedure
Step 1 |
In Unified CCE Administration, navigate to . |
Step 2 |
Add the new machine to the System Inventory: The machine and its related Subscriber or Secondary machine are added to the System Inventory. |
What to do next
If you remove a component from your deployment, delete it from your System Inventory. If you add the component again, or add more components, add those components to the System Inventory.
Install VMware Tools for VOS
To install or upgrade VMware Tools using VOS, perform the following steps:
Procedure
Step 1 |
Ensure that your virtual machine is powered on. |
Step 2 |
Right-click the VM menu. Select . |
Step 3 |
Choose the interactive tools update and press OK. |
Step 4 |
Open the console and log in at the command prompt. |
Step 5 |
Enter the command utils vmtools refresh and confirm. |
Step 6 |
After reboot, check the Summary tab for the VM to verify that the VMware Tools version is current. If it is not current, reboot the VM and check the version again. The process takes a few minutes. After the process completes, the tools are listed as Running (Current) on the VM's Summary tab in vSphere. |
Configure Unified Intelligence Center Reporting
Complete the following procedures to configure Unified Intelligence Center Reporting.
Configure the SQL User Account
Complete the following procedure on both sides of the Unified CCE Historical database servers and the Unified CCE Real-time database servers to allow SQL authentication and to enable TCP/IP protocol and remote network connections.
Procedure
Step 1 |
Log in to the Unified CCE Historical and Real-time database servers in your deployment. |
Step 2 |
Open SQL Server Management Studio. |
Step 3 |
Login using default credentials. |
Step 4 |
Expand Security tab. Right-click Logins and choose New Login. |
Step 5 |
In General page, enter the following values: |
Step 6 |
In Server Roles page, check the following check boxes:
|
Step 7 |
In User Mapping page, enter the following values: |
Step 8 |
Click OK. |
Configure Unified Intelligence Center Data Sources
Complete the following procedure to allow Unified Intelligence Center to configure Unified CCE Historical Data source and Unified CCE Real-time Data source.
![]() Note |
You can distribute the reporting load to several Unified CCE AW_HDS databases using the command line interface and conventional name resolution. If there is a need to direct a specific member node to a database host other than the one in configured on the data sources interface, you can use the "set cuic-properties host-to-ip" command to resolve the data source name differently on each node. |
Procedure
Step 1 |
Login to Unified Intelligence Center portal as administrator ( http://{hostname}) |
Step 2 |
From the navigation pane, click Configure > Data Sources. |
Step 3 |
Choose the Unified CCE Historical Data Source. Click Edit from the ellipsis to open the Data Source page. In the Primary tab, enter the following values
|
Step 4 |
Click on the Secondary tab and enter the following values.
|
Step 5 |
Click Test Connection to ensure the data source is online and click Save . |
Step 6 |
Choose the Unified CCE Realtime Data Source. Click Edit to open the Data Source > Edit page. In the Primary tab, enter the following values.
|
Step 7 |
Click on the Secondary tab and enter the following values.
|
Step 8 |
Click Test Connection to ensure the data source is online and click Save. |
What to do next
After configuring Unified Intelligence Center, you can import stock templates using the Import functionality and customize the stock reports based on your requirements. The stock templates are designed to present Unified CCE /CC data. Navigate to User Guide for the Cisco Unified Intelligence Center Reporting Application. Under Chapter Reports see section Stock Report Templates to import Unified CCE Report templates.
Configure Unified Intelligence Center Administration
Procedure
Step 1 |
Sign in to the Cisco Unified Intelligence Center Administration Console
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Step 2 |
Configure the Active Directory tab under Cluster Configuration > Reporting Configuration.
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Step 3 |
Configure syslog for all devices. |
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Step 4 |
Configure SNMP for all devices, if used. |
Unified Intelligence Center License and Sign-In
Sign In to Administration Console
Who can sign in to the administration console: The System Application User who is the default Superuser.
To upload the license, you must sign in to the Unified Intelligence Center Administration Console. This is the OAMP interface for Unified Intelligence Center. The first person who signs in to the Administration application must do so using the user ID and password that were defined for the System Application User during the installation. This user is the initial Superuser for Unified Intelligence Center Administration.
Procedure
Step 1 |
Enter this URL:
|
Step 2 |
Enter the System Application User ID and password that you defined during installation. |
Upload License
Who can upload the license: The System Application User who is the default Superuser.
As soon as the System Application User signs in, the user must upload the license file. The file is uploaded to the Controller publisher node and, within a minute, is automatically replicated to all nodes in the cluster.
The partner must obtain a unique license and apply it to the imported Unified Intelligence Center servers at the customer site.
Procedure
Step 1 |
In Cisco Unified Intelligent Center Administration, choose .to open the License File Management page. ![]() |
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Step 2 |
Click Browse. |
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Step 3 |
Navigate to the location where the *.lic file was saved. |
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Step 4 |
Click Apply License to load the license. A message appears indicating that the license file was uploaded successfully and will be distributed to other nodes (if any) in the cluster in approximately one minute.
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What to do next
Configure Live Data AW-Access
Live Data AW DB access commands allow you to configure and view Unified CCE AW DB (real-time distributor) access for Unified CCE Live Data Product Deployment Selection. You can also test the connection.
Procedure
Step 1 |
Log in to CUIC Live Data Console and execute the following command: set live-data aw-access primary addr port db user pwd [test] set live-data aw-access secondary addr port db user pwd [test]
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Step 2 |
Run the following command to view the primary and secondary Unified CCE AW DB access information. Optional, test the connection from Live Data to each AW DB, check if configured user (on each node) has appropriate AW DB access: show live-data aw-access primary addr port db user pwd [test] show live-data aw-access secondary addr port db user pwd [test] |
Configure Live Data Machine Services
Procedure
Step 1 |
Log in to CUIC Live Data Console. |
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Step 2 |
Run the below command to configure the latest information from Live Data with Machine Service table.
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Step 3 |
Run the below command to view Live Data entries in the Machine Services table:
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Step 4 |
After you updated the host name of the Live Data Server, you must re-run the following commands, to update the Live Data machine services with the new host name. |
Configure Live Data Unified Intelligence Data Sources
Before you begin
- Ensure that AW distributor and Cisco Unified Intelligence Center Publisher are in service
- Ensure that AW DB connection information is updated on the same node, where you want to configure Live Data CUIC data source
- Configure Live Data endpoints in the Machine Service table
Procedure
Step 1 |
Run the following command to configure the data source of Live Data in Cisco Unified Intelligence Center:
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Step 2 |
Run the following command to display Data Source: |
Configure Live Data Reporting Interval
Procedure
Step 1 |
Log in to CUIC Live Data Console. |
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Step 2 |
Run the following command to set Live Data reporting interval in minutes format:
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Step 3 |
After Live Data reporting interval is set, run the below command to restart the publisher and subscriber node (Restart the inactive node first and active node next): |
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Step 4 |
Run the below command to view Live Data reporting interval: |
Configure Transport Layer Security
Follow the procedures to set TLS Server and TLS Client minimum version.
Import Live Data Reports
Ensure that the data source is used to import report definition is configured in Unified Intelligence Center. Also, ensure that data source is used by any value list that is defined in Unified Intelligence Center, if the report definition has any value list defined.
Follow the below steps to import an existing Unified Intelligence Center stock reports and report definition.
Procedure
Step 1 |
From the left navigation pane, click Reports. |
Step 2 |
From the Reports toolbar, click New > Import. |
Step 3 |
Click the Reports drawer. |
Step 4 |
On the toolbar, click Import Reports. |
Step 5 |
In File Name (XML File) field, click Browse to select the XML file. |
Step 6 |
Browse the report XML zip file and click Open. |
Step 7 |
In Save to filed, browse the folder where you want to place the imported report definition. Use arrow keys to expand the folders. |
Step 8 |
Click Import. |
Step 9 |
Choose Data Source for ReportDefinition from the drop-down list. |
Step 10 |
Choose Data Source for ValueList defined in report definition from the drop-down list. |
Step 11 |
Optional, in Save to filed, browse the folder where you want to place the imported report definition. |
Step 12 |
Click Import. |
Add Certificate for HTTPS Gadget
Add a certificate for a secure HTTP (HTTPS) gadget to allow the gadget to load into the Finesse desktop and successfully perform HTTPS requests to the Finesse server.
This process allows HTTPS communication between the Finesse gadget container and the third-party gadget site for loading the gadget and performing any API calls that the gadget makes to the third-party server.
![]() Note |
A gadget that loads using HTTPS may still use HTTP communication between that gadget and the application server where it resides. If all traffic must be secure, the gadget developer must ensure that HTTPS is used to make API calls to the application server. |
The certificate must be signed with a common name. The gadget URL in the desktop layout must use the same name (whether it uses an IP address or a fully qualified domain name) as the name with which the certificate is signed. If the certificate name and the name in the gadget URL do not match, the connection is not trusted and the gadget does not load.
Before you begin
Set up security certificates for finesse, Cisco Unified Intelligence Center and Live Data server to server communication. Import certificates into servers as shown in the table below:
Server |
Import Certificates |
---|---|
Finesse |
Live Data and Cisco Unified Intelligence Center |
Cisco Unified Intelligence Center |
Live Data |
Procedure
Step 1 |
Download the tomcat-trust.pem certificate from the third-party gadget host.
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Step 2 |
Upload the certificate to the Finesse Publisher server.
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Step 3 |
Restart Cisco Tomcat and Cisco Finesse Tomcat services on the Finesse Publisher server. |
Step 4 |
Ensure the certificates are synchronized in Finesse Subscriber server. |
Step 5 |
Restart Cisco Tomcat and Cisco Finesse Tomcat services on Finesse Subscriber server. |
Configure Cisco Finesse
This table lists the configuration procedures for Cisco Finesse:
Sequence | Task | Done? |
---|---|---|
1 | ||
2 |
- |
|
3 | ||
4 | ||
5 | ||
6 |
Configure the Cisco Finesse Primary Node
![]() Note |
You must configure the Cisco Finesse primary node before you customize the secondary node. |
Before you begin
Ensure that the Virtual Machine device status is Connect at Power On checked for the Network adapter and Floppy drive
Procedure
Step 1 |
Power on the primary node. To begin the installation based on the information in the .flp file. |
Step 2 |
Click the Console tab for the VM. Log in to the Finesse Primary machine, using the credentials for the Administration User. The machine opens to the CLI interface. |
Step 3 |
Right-click the VM and choose Edit settings and uncheck Connect at Power on for the floppy drive. |
![]() Note |
During the customization of the primary, the username and the password are modified as follows. The customer should change the password.
After rebooting, the VM installation is complete with all the parameters provided in the spreadsheet for the VM. |
Configure Settings for the CTI Server and Administration and Data Server
Configure CTI Server Settings in the Cisco Finesse Primary Node
Procedure
Step 1 |
Launch the URL http://<HOST ADDRESS>/cfadmin, where Host Address is the hostname or IP address of your primary Cisco Finesse server. |
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Step 2 |
Go to Home > Contact Center Enterprise CTI Server Settings. |
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Step 3 |
Under Contact Center Enterprise CTI Server Settings, update the following:
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Step 4 |
Click Save.
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Configure Unified Contact Center Enterprise Administration and Data Server
Procedure
Step 1 |
Select . (This menu structure assumes the default configuration.) |
Step 2 |
Under Contact Center Enterprise Administration & Data Server Settings, update the following:
|
Step 3 |
Click Save. |
Restart the Cisco Tomcat Service
Procedure
Step 1 |
Enter utils service stop Cisco Tomcat command, to stop the Cisco Tomcat service. |
Step 2 |
Enter utils service start Cisco Tomcat command, to start the Cisco Tomcat service. |
What to do next
For golden templates, configure the secondary node.
For direct installation, check the replication status.
Configure Cisco Finesse Secondary Node
Launch the Finesse Administration Console to Configure the Secondary Finesse
To add the secondary node, you must launch the primary node and add the secondary node to the cluster.
Procedure
Step 1 |
Launch the Cisco Finesse primary node in a browser (http://Primary Node FQDN/cfadmin), where the primary node or IP address is that of your host. |
Step 2 |
Select Settings > Cluster Settings. (Cluster settings are based on the default configuration and assumes that you have not changed the page for the Cluster Settings tool.) |
Step 3 |
Add the IP address for the Cisco Finesse secondary node. |
Step 4 |
Click Save. |
Step 5 |
Restart Cisco Tomcat as follows:
|
Install Cisco Finesse on the Secondary Node
Before you begin
Ensure that you select the Connect at Power on check box of the virtual machine for network adapter and floppy drive.
Procedure
Step 1 |
Power on the secondary node to begin the installation based on the information in the .flp file. |
Step 2 |
Click the Console tab for the virtual machine. Log into the Cisco Finesse secondary machine, using the credentials for the administration user. The machine opens to the CLI interface. |
Step 3 |
Right-click the virtual machine and choose Edit settings and uncheck Connect at Power on for the floppy drive. |
![]() Note |
During the customization of the secondary node, the username and the password is modified as follows. You can change the password:
|
Configure Cisco Finesse Administration
Obtain and Upload a CA Certificate
![]() Note |
This procedure applies only if you are using HTTPS. This procedure is optional. If you are using HTTPS, you can choose to obtain and upload a CA certificate or you can choose to use the self-signed certificate provided with Cisco Finesse. |
To eliminate browser security warnings each time that you sign in, obtain an application and root certificate signed by a Certificate Authority (CA). Use the Certificate Management utility from Cisco Unified Operating System Administration.
To open Cisco Unified Operating System Administration, enter the following URL in your browser: https://FQDN of primary Finesse server:8443/cmplatform.
Sign in using the username and password for the application user account created during Cisco Finesse installation.
Procedure
Step 1 |
Generate a CSR as follows.
|
||
Step 2 |
Download the CSR.
|
||
Step 3 |
Use the CSR to obtain the signed application certificate and the CA root certificate from the Certificate Authority. |
||
Step 4 |
When you receive the certificates, select Security > Certificate Management > Upload Certificate. |
||
Step 5 |
Upload the root certificate.
|
||
Step 6 |
Upload the application certificate.
|
||
Step 7 |
After the upload is complete, sign out from Cisco Finesse. |
||
Step 8 |
Access the CLI on the primary Cisco Finesse server. |
||
Step 9 |
Enter utils service restart Cisco Finesse Notification Service command to restart the Cisco Finesse Notification service. |
||
Step 10 |
Enter utils service restart Cisco Tomcat command to restart the Cisco Tomcat service. |
||
Step 11 |
Upload the root certificate and application certificate to the secondary Cisco Finesse server.
|
||
Step 12 |
Access the CLI on the secondary Cisco Finesse server and restart the Cisco Finesse Notification Service and the Cisco Tomcat Service. |
Trust Self-Signed Certificate for Cisco Finesse
After you define configuration settings, restart the services. Authorized agents can sign in to the Cisco Finesse Agent Desktop.
After you restart Cisco Finesse, it takes approximately 6 minutes for all server-related services to restart. Therefore, you should wait 6 minutes before you attempt to sign in to the Agent Desktop.
Procedure
Step 1 |
Enter the following URL in browser: https://FQDN of Finesse server:8443/cmplatform. |
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Step 2 |
When you access Agent Desktop for the first time using HTTPS, it prompts you to trust the self-signed certificate provided with Cisco Finesse. Following table describes the procedure for each supported browser.
|
Browser Settings for Internet Explorer
Configure the following privacy and advanced settings:
Before you begin
- Disable pop-up blockers.
- Ensure that the desktop is not running in Compatibility View; Cisco Finesse does not support Compatibility View.
Procedure
Step 1 |
From the browser menu bar, choose . |
Step 2 |
Click Privacy tab and click Sites. |
Step 3 |
In Address field, enter the domain name for side A of Cisco Finesse server. |
Step 4 |
Click Allow. |
Step 5 |
In Address field, enter the domain name for side B of Cisco Finesse server. |
Step 6 |
Click Allow and click OK. |
Step 7 |
Click Advanced tab on the Internet Options dialog box. |
Step 8 |
Uncheck Warn about certificate address mismatch check box, in Security pane. |
Step 9 |
Click Ok. |
What to do next
- Run ActiveX controls and plug-ins
- Script ActiveX controls marked as safe for scripting
- Active scripting
- From the browser menu bar, choose .
- Choose Security tab and click Custom Level.
- Enable the Run ActiveX controls and plug-ins and Script ActiveX controls marked safe for scripting, in ActiveX controls and plug-ins.
- Enable the Active Scripting, in Scripting.
Configure SNMP
Procedure
Step 1 |
Log in to the Cisco Unified Serviceability (https://hostname of primary server/ccmservice) using administrator credentials. |
Step 2 |
Select . |
Step 3 |
From Server drop-down list, select the server for which you want to configure a community string and click Find. |
Step 4 |
Click Add New to add new community string. |
Step 5 |
Select . |
Step 6 |
From Server drop-down list, select the server for which you want to configure a notification destination and click Find. |
Step 7 |
Click Add New button to add new notification destination. |