Preface

Change History

This table lists the changes made to this guide. The most recent changes appear at the top.

Change See

Date

Initial Release of Document for Release 12.6(2)

April 2023

Added new sections for Serviceability of Cloud Connect Platform and docker services.

Cloud Connect Serviceability

 27 February 2023

Changes related to merging proxy CLI for app monitoring with enable and status CLIs.

Enable Performance Monitoring and Update Performance Monitoring Configuration sections.

01 Feb 2023

Added a statement for the use of HTTPS.

Accessing the Diagnostic Framework Through the Built-In User Interface (Portico).

28 November 2022

About This Guide

This document contains system diagrams, staging steps and sample test cases for supported models of Unified ICM/CCE.

The supported models are:

  • Dedicated Forest/Domain Model

  • Chilc Domain Model

  • Hosted Network Applications Manager (NAM) / Customer ICM (CICM) Model


Note
This document is for individuals responsible for staging deployments of Cisco contact centers. Individuals must be trained on the use and functions of Unified ICM/CCE & Hosted as well as Microsoft Windows Server, Active Directory (AD), and DNS. This document does not provide detailed Cisco Unified Intelligent Contact Management Enterprise (Unified ICM), Hosted NAM/CICM, or Microsoft Windows Server specific information. You can find this information elsewhere in specific documentation from Cisco or Microsoft.

Audience

Individuals utilizing this document must have knowledge and experience with the following tools/software/hardware to stage the system software as described in this document:

  • Cisco Unified ICM Scripting and Configuration Tools

  • Third-party software (if installed)

  • Microsoft Windows Server and Windows Active Directory administration

  • Microsoft SQL Server administration

Communications, Services, and Additional Information

  • To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.

  • To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.

  • To submit a service request, visit Cisco Support.

  • To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit Cisco Marketplace.

  • To obtain general networking, training, and certification titles, visit Cisco Press.

  • To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.

Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume RSS feeds when new announcements are released for the following notices:

  • Cisco Security Advisories

  • Field Notices

  • End-of-Sale or Support Announcements

  • Software Updates

  • Updates to Known Bugs

For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/mynotifications.

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, and submenu names.

For example:

  • Choose Edit > Find.

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

  • A character string that the user enters but that does not appear on the window such as a password.