Staging Prerequisites

System Design Specification

Before you begin the Unified ICM staging process, ensure that a Unified ICM/Cisco Unified Contact Center Enterprise System Design Specification is created and approved.

Persons creating and approving this specification must be familiar with the following:

  • Windows Operating System

    • AD

    • Security concepts

    • Network configuration and operation

  • SQL Server

    • Enterprise Manager

    • Query Analyzer

    • SQL scripting

  • Unified ICM/Cisco Unified Contact Center Enterprise

    • Unified ICM/Cisco Unified Contact Center Enterprise Nodes (Router, Logger, Administration & Data Server, PGs)

    • HDS Schema knowledge

    • Deployment models

    • The appropriate release of theContact Center Enterprise Compatibility Matrix and Solution Design Guide for Cisco Unified Contact Center Enterprise.

The System Design Specification must contain the following specifications:

  • Description of Unified ICM Sites and Nodes

  • Data Communications Infrastructure

  • Event Notification and Remote Access Points

  • Naming Conventions

  • IP Addressing Scheme

  • AD Plan, including:

    • AD Sites

    • Global Catalog Servers

    • Domain Controllers

    • Trust Relationships

    • Domain Members

    • Standalone Servers

    • Time Source

  • DNS Plan (follow Microsoft Guidelines), including:

    • DNS Servers and Clients

    • DNS Forward and Reverse Lookup Zones and Records

  • System Diagrams

  • Configuration Settings, including:

    • Physical Controller IDs

    • Logical Controller IDs

    • Peripheral Controller IDs

  • Third-party Host Forms – A section containing the detailed build information for each server containing the entries and values for fields which are different from defaults presented during third-party software installation and setup. Some examples of this information include: Network Card configuration and binding order, Drive Partitioning Information, System Properties, and passwords.

Platform Hardware and Software

During the System Design phase of the Unified ICM/CCE deployment, you define the hardware specifications, virtualization environment, and third-party software requirements. For supported third-party software, see the Contact Center Enterprise Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html. For information about Unified ICM/CCE virtualized systems, see the Virtualization for Unified Contact Center Enterprise at http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-unified-contact-center-enterprise.html.

Set Staging Environment

Procedure

Step 1

Stage all computers in racks or on a work surface.

Step 2

Ensure that all software CDs, driver software, and documentation are in the work area.

Step 3

Ensure that you have all software license numbers available.

Step 4

Ensure that the Unified ICM network is in place and tested. Check that:

  • All LAN switches are configured for required subnets per the System Design Specification.

  • All IP Routers are configured as required.

  • There’s IP connectivity between all subnets.

  • Required Ethernet connections are in place between Unified ICM software servers and LAN switches.

  • Required packet prioritization is configured on IP Routers.

Note 

Latency is critical for contact center operations, so you must disable the Large Receive Offload (LRO) settings.
Step 5

To disable LRO, log in to the ESXi host or its vCenter with vSphere Client.
Step 6

Select the host and choose Configuration > Advanced Settings.

Step 7

Select Net and scroll down slightly to set the following parameters from 1to 0:

  • Net.VmxnetSwLROSL

  • Net.Vmxnet3SwLRO

  • Net.Vmxnet3HwLRO

  • Net.Vmxnet2SwLRO

  • Net.Vmxnet2HwLRO
Step 8

Reboot the ESXi host to activate the changes.
Step 9

Ensure that assigned engineers follow the specifications in these documents: