Optional Configurations

Optional Configuration for Packaged CCE 2000 Agents Deployment

To configure optional components for Packaged CCE 2000 Agents deployment.

Task

Add and Maintain Remote Sites

Add and Maintain External Machines

Add PIMs to the Media Routing Peripheral Gateway

Add Multichannel PIM to 2000 Agent Deployment

Configure Email and Chat

Configure Cisco Unified Customer Voice Portal Reporting Server

Configure VVB

Add and Maintain Remote Sites

You can add new remote sites to the 2000 Agents deployment type. Each remote site added appears as a separate tab. Click the + icon to open the Add Remote Site pop-up window. See Add Remote Site for more information.

Add Remote Site

Procedure

Step 1

Navigate to Unified CCE Administration > Infrastructure > Inventory.

Step 2

Click the + icon to open the Add Remote Site page.

Step 3

On the CCE PG screen, enter the remote site information in the following fields:

Field Description
Name

Enter a name for the site. Maximum length is ten characters. Valid characters are alphanumeric, period (.), and underscore (_). The first character must be alphanumeric.

Note

 

You cannot use the system reserved terms like core, main, and site.

Side A PG Hostname/ IP Address

Enter the hostname, IP address, or fully qualified domain name (FQDN) for Side A.

Side B PG Hostname/ IP Address

Enter the hostname, IP address, or fully qualified domain name (FQDN) for Side B.

Select PG Client Types to Configure

Select the required peripheral gateway client types. The subsequent screens appear as per the selected options.

  • If you select Agent, the Unified CM and Finesse screens appear.

  • If you select VRU, the CVP screen appears.

  • If you select Multichannel, the Configure screen appears.

Step 4

Click Next. The subsequent screens appear as per the selected PG client types.

Step 5

On the Unified CM page, you can either select an existing publisher or add a new one. If you select a publisher, the associated subscribers appear and you can select the subscriber details. To add a new publisher,

  1. Select Add a new CM Publisher.

  2. Enter the Hostname, Username, and Password.

  3. Click Save.

Note

 

You can add only one CM Publisher while creating a remote site.

Step 6

On the Subscribers section, select the following connection settings for the agent peripheral:

  • Side A Connection
  • Side B Connection
  • Mobile Agent Codec

Step 7

Click Next.

Step 8

On the Finesse page, enter the Hostname, Username, and Password for the Finesse primary server.

Step 9

Click Next.

Step 10

On the CVP page, enter the Hostname/IP Address, Username, and Password of the Side A and Side B CVP Servers.

Step 11

Click Next.

The system performs the following Configuration tasks.
Component Automated Configuration Tasks

Unified CCE PG

Agent

  • Downloads JTAPI from the Unified Communications Manager, and installs it on the Unified CCE PG.

  • Creates the CUCM Peripheral Gateway (PG) with the CUCM PIM.

  • Creates the CTI Server.

VRU - Creates the VRU PG with two VRU PIMs.

Multichannel - Creates the Multichannel PG.

Unified CCE Rogger

Updates the router configuration with the new PGs that are created as a part of the site.

Unified Communications Manager

  • Creates the Application User that is used to configure the Agent PG.

Finesse

  • Configures the CTI Server settings.

  • Configures the connection to the AW database.

Unified Customer Voice Portal

  • Configures the Unified CVP Call Server components and adds them to the Main site Reporting Server.

  • Configures the Unified CVP VXML Server components.

  • Configures the Unified CVP Media Server components.

Note

 

If one of the automated initialization tasks fail, the system reverts all the completed tasks.

Step 12

Click Done when all the tasks are complete. If there are configuration errors, you can click Back to edit the previous pages.

Step 13

For the configuration to take effect, do the following:

  • Restart the router service.

  • If you have selected the PG client type as VRU, restart the two newly configured CVP Call Servers .

What to do next

Note

For all remote sites configured with Agent PG, you must add the Finesse Self Signed Certificate (if the solution does not have the CA certificate) to the AW Machine. For more information on how to add Finesse certificate to AW Machine, see the .

Reconfigure Remote Site

Procedure

Step 1

Navigate to Unified CCE Administration > Infrastructure > Inventory.

Step 2

Click the site you want to reconfigure.

Step 3

Click Reconfigure to open the CCE PG page.

Note

 

You can only add PG client types.

Step 4

Click Next and proceed the same way as you add a new remote site.

Refer to Add Remote Site for more information.

Delete Remote Site

You can delete a remote site if the following are not associated to the remote site:

  • Agents

  • Teams

  • Dialed Numbers

  • Skill groups

  • Routing Pattern

  • SIP Server Groups

  • Locations

  • Script

  • Dialer


Note

Before deleting a remote site, you must stop all the services and processes running on the Cisco Finesse server of the remote site manually.

If remote sites has CVPs configured, make sure the following tasks are completed before deleting remote site:

  • Dissociate CVP Server from CVP Reporting Server.

  • If a site specific Reporting Server is used in Courtesy Call Back, replace the Reporting Server with another.

  • Delete all Media Server associations with CVP.


Note

Post deletion of remote site, delete the Packaged CCE ID from the ORM.properties file.
Procedure

Step 1

Navigate to Unified CCE Administration > Infrastructure > Inventory.

Step 2

Click the remote site you want to delete.

Step 3

Click Delete.

A message appears asking if you are sure to delete the remote site.

Step 4

Click Yes to confirm.

The remote site disappears from the Inventory page.

Note

 

The delete operation does not remove the remote site objects permanently from the database. If you want to recreate a site with same name, you must permanently delete these objects from Configuration Manager > Tools > Miscellaneous Tools > Deleted Objects.

Add and Maintain External Machines

Add External Machines

You can add the following external machines based on PG types configured on:

  • Agent: None

  • VRU: Unified CVP Reporting Server, Virtualized Voice Browser, Gateways, Media Server, and Unified SIP Proxy


    Note

    For detailed steps on how to add a Media Server as an external machine, see Add Media Server as External Machine

  • Multichannel: Third-Party Multichannel, ECE Data Server (refers to ECE Data Server VM for 400 agents and Services Server VM for ECE 1500 agents), ECE Web Server, and Customer Collaboration Platform

If you are using any Multichannel applications (Customer Collaboration Platform, Enterprise Chat and Email, and Third-Party Multichannel), add them to the System Inventory external machines.

If your are using Webex Experience Management, then add Cloud Connect to the System Inventory external machine.

Before you begin

If you do not have a CA-signed certificate, import self-signed certificates for the external machines. For more information, see "Self-signed Certificates" section in Packaged CCE Administration and Configuration Guide .

Procedure

Step 1

On the Inventory page, select the main site or remote site and in the External Machines section, click the + icon.

Step 2

Choose the machine type from the Type drop-down list.

Step 3

In the Host Name field, enter the hostname, IP address, or fully qualified domain name (FQDN) for the selected machine type.

Note

 

The system attempts to convert the value you enter to FQDN.

Step 4

In the machine's Administration section, enter the administration username and password for the selected machine type.

Step 5

Click Save.

Note

 

  • Email and Chat:

  • VVB:When you add VVB, the system will mark the machine as Out of Sync. Either wait for auto synchronization (which happens every 10 mins) or do manual synchronization.

  • Customer Collaboration Platform:If you add Customer Collaboration Platform, the system automatically creates a Customer Collaboration Platform Task feed for Task Routing, including the associated campaign and Connection to CCE notification.

Add Media Server as External Machine

Procedure

Step 1

In Unified CCE Administration, select Infrastructure Settings > Inventory.

Step 2

Select the main site or the remote site and in the External Machines section, click the + icon.

Step 3

In the Add Machine dialog box, complete the following fields:

Field Required? Description

Type

 Yes

From the drop-down list, choose "Media Server".

Host Name/IP Address

 Yes

Enter the hostname, IP address, or fully qualified domain name (FQDN) for the selected machine type.

Note

 

The system attempts to convert the value you enter to FQDN.

FTP

 Configure FTP during off-peak hours. Do not do the configuration during heavy call load.

FTP Enabled

 No

Indicates whether a Media Server has FTP enabled.

A Media Server, which has FTP enabled, is automatically populated as a session variable to the VXMLServer. The (default) Agent Greeting recording application automatically uses the Media Servers in the inventory that have FTP enabled for the recording.

If Microsoft FTP Service is not enabled in Windows Services Control Panel, then set it to Automatic and start the service.

Media Server Enabled

Note

 

Not applicable for external media servers.

No

Indicates whether CVP is a Media Server or not.

Anonymous Access

 No

Indicates that this Media Server uses anonymous FTP access. In this case, the user name is specified as anonymous by default. The password field is not editable if you chose anonymous access.

Username and Password

 No

These fields apply only if the FTP field is enabled and if the Anonymous Access field is disabled. In this case, enter the username and password.

Port

 Yes

Enter a new port number or use the default port number (21).

Step 4

Click Save.

Note

 

  • When a Media Server is added, configurations are propagated to all CVPs across sites.

Edit Machines

Edit Credentials

On the Inventory page, select the main site or a remote site and click the pencil icon to edit the following machines:

Machine

Editable Field

Unified CM Publisher

AXL Username and Password

Customer Collaboration Platform

Administration Username and Password

Enterprise Chat and Email and 3rd Party Multichannel

  • Web Server: edit partition Administration User name and Password.

  • Data Server: none

Virtualized Voice Browser

Administration Username and Password

A VVB can be set as a Principal VVB provided its Sync Status is "In Sync" and it supports Customer Virtual Assistant feature.

To set a VVB as a Principal VVB, do the following:

Important

 

Do not perform any Customer Virtual Assistant configurations while setting a different VVB as a Principal VVB.

  1. Click pencil icon of the VVB.

    The Edit Virtualized Voice Browser window appears.

  2. Check the Principal check box.

  3. Enter Administrator username and password.

  4. Click Save.

Unified SIP Proxy

Administration Username and Password

Gateway

Administration Username and Password

Unified CVP Reporting

Windows Administration credentials

Cloud Connect

Administration Username and Password

Note

 

When a Cloud Connect is updated, configurations are propagated to all CVPs and Finesse across sites.

Media Server

FTP Enabled, Anonymous Access, FTP Credentials, and Port

Note

 

  • When a Media Server is updated, configurations are propagated to all CVPs and across sites.

To delete an external machine on the main site or a remote site, click the x on the machine. Confirm the deletion.


Note

  • You cannot delete the Virtualized Voice Browser and Unified SIP Proxy external machines if they are associated with a SIP Server Group. To delete these external machines, you must disassociate them from the SIP Server Group.

  • You cannot delete the Gateway external machine if it is associated with Location. To delete this external machine, you must disassociate the Gateway from the Location.

  • If you delete the Unified CM Publisher, the Unified CM Subscribers are also deleted automatically, and the Configure Deployment pop-up window opens. Enter the name, IP address, AXL username, and AXL password for the Unified CM Publisher in your deployment.

  • When a Media Server is deleted, configurations are propogated to all CVPs across sites.

Update IP Address or Hostname
On the Inventory page, System and Config Administrators can update the IP address or hostname of the following machines.

  • Core machines

  • Optional machines


Note

  • IP address/hostname change or rebuild can only be done from Side A AW machine. The AW machine credentials are shared with all CCE machines. Ensure that the Side A AW user is part of the local Administrators group on all CCE machines.

  • If you have rebuilt a CCE_ROGGER or a CCE_AW, do not create a service account manually. Side A AW user account will be used as a service account for Logger and distributor services.

  • While updating the inventory for routers in Unified CCE Administration, at least one side of the router needs to be running successfully if both the sides were rebuilt. If not, you must manually add the router on one side through the web setup.

  • After updating the hostname in the virtual machine, regenerate and update CA or self-signed certificate on the machine. This should be done before updating the hostname in the inventory.

Update Core Machines
This procedure explains how to update the following Core machines:

In Main site: CCE_AW, CCE_ROGGER, CCE_PG, CVP, CM_PUBLISHER, CUIC_PUBLISHER (CUIC-LD-IDS co-resident), CUIC_SUBSCRIBER, FINESSE, and VM_HOST

In Remote site: CCE_PG, CVP, CM_PUBLISHER1, CM_SUBSCRIBER, and FINESSE_PRIMARY


Note

  • After updating the IP address or hostname in the Inventory for CVP, restart the CVP device.

  • If you have changed the hostname of CCE_ROGGER in the virtual machine, restart the Apache Tomcat service on Side A AW. This should be done before updating the inventory with new hostname for CCE_ROGGER.

Before you begin

Disable auto discovery in the virtual machine. For more information, see Auto Discovery.

Procedure

Step 1

Navigate to the Unified CCE Administration > Infrastructure > Inventory.

Step 2

Choose Update > Core Machines.

Step 3

Click the Download Present Inventory File icon to get the Inventory File.

Step 4

Fill particulars in the Inventory File and save it. For more information, see Inventory File

Step 5

Click the Upload Updated Inventory File icon to import the updated file.

Step 6

Click Next to start the inventory update process and see the progress of tasks.

  • If the upload is successful, a green circle appears against each task.

  • If the upload is unsuccessful, fix the errors that are shown and repeat steps 5 and 6.

Step 7

Click Done.

Update Optional Machines
This procedure explains how to update the following Optional machines:

CVVB, CVP_REPORTING, MEDIA_SERVER, GATEWAY, EXTERNAL_HDS, CUSTOMER_COLLABORATION_PLATFORM, CUSP, THIRD_PARTY_MULTICHANNEL, ECE, ECE_WEB_SERVER, CLOUD_CONNECT_PUB, CLOUD_CONNECT_SUB and .


Note

After updating the IP address or hostname in the inventory for CVP Reporting Server, restart this device.

Before you begin
Disable auto discovery in the virtual machine. For more information, see Auto Discovery.
Procedure

Step 1

Navigate to the Unified CCE Administration > Infrastructure > Inventory.

Step 2

Choose Update > Optional Machines.

Step 3

Click the Download Present Inventory File icon to get the Inventory File.

Step 4

Fill particulars in the Inventory File and save it. For more information, see Inventory File

Step 5

Click the Upload Updated Inventory File icon to import the updated file.

Step 6

Click Next to start the inventory update process and see the progress of tasks.

  • If the upload is successful, a green circle appears against each task.

  • If the upload is unsuccessful, fix the errors shown, and repeat steps 5 and 6.

Step 7

Click Done.

Auto Discovery
Auto discovery is a process by which the inventory automatically detects and validates the change in IP address or hostname. You must disable auto discovery in the virtual machine before updating the IP address or hostname and enable it once the inventory update is complete. This procedure explains how to enable or disable auto discovery.

Note

During Technology Refresh upgrade, auto discovery is disabled by default till all the core components are updated.
Procedure

Step 1

Navigate to the Unified CCE Administration > Infrastructure > Inventory.

Step 2

Choose Update > Auto Discovery.

Step 3

If Auto Discovery Status is Enabled, click Disable to disable auto discovery.

Step 4

If Auto Discovery Status is Disabled, click Enable to enable auto discovery.

Note

 

If you don't enable auto discovery, it gets enabled automatically after three days of disabling.

Step 5

Click Done.

Inventory File
The Inventory File in Packaged CCE 2000 Agent deployments contain the following fields.

Note
If you are updating hostname for any of the following machines, restart Apache Tomcat service on all CCE_AW machines after the inventory update:

  • CCE_AW

  • FINESSE

  • EXTERNAL_HDS

  • CUIC
Table 1. Inventory File Details

Column

Description

Required for upload?

Editable field in downloaded inventory file

Permissible Values

name

Unique identifier for the machine

Yes

No

machine
Type

Machine
Type

Yes

No

The following dependencies should be considered while updating the Inventory file.

  • Core machines should be updated together.

  • Update ECE and ECE_WEB_SERVER details together.

  • Update both publisher and subscriber details of a machine together. For example: CUIC_PUBLISHER and CUIC_SUBSCRIBER.

  • Update Side A and Side B details of a machine together. For example: CVP Side A and CVP Side B.

public
Address

Public address

Yes

No

IP address or hostname of machines present in the inventory

private
Address

Private address

Required for CCE_PG and CCE_ROGGER

No

IP address or hostname of machines present in the inventory

side

Side information

Yes

No

sideA

sideB

connection
Info

Connection information of the machine

Required for CCE_AW (Side A), CCE_PG (Side A), CM_PUBLISHER, CUIC_PUBLISHER, FINESSE (Side A), FINESSE_PRIMARY, ECE_WEB_SERVER, CVP, CVP_REPORTING, CUSP, GATEWAY, VM_HOST, CLOUD CONNECT PUBLISHER, CVVB, MEDIA_SERVER, CUSTOMER_ COLLABORATION_ PLATFORM

ConnectionInfo is mandatory for the machines even if:

  • There is no IP address or hostname change.

  • The isReinstalled value is set to No.

Yes (only username and password are editable)

Enter the username and password in the following format:

userName=<user>&password=<password>

For information on the credentials of machines, see Table 1.

For CCE_PG update, provide the userName and password of CUCM application user.

Note

 

If you change the CUCM application user, ensure to update the inventory for both Side A and Side B CCE_PGs and set the isReinstalled value to yes. This makes sure that both sides of the PG machines have the same application user.

Append the layout attribute to the username and password in the following format for VM_HOST:

userName=<user>&password=<password>;
layout=<M3TRC or M4TRC or M5TRC or SPEC>

Note

 

Provide Side A and Side B VMware ESXi server details in VM_HOST. Hardware layout is required only for Side A.

For co-resident CUIC-LD-IDS, enter the username and password in the following format:

type=DIAGNOSTIC_PORTAL&userName=<CUIC username>
&password=<CUIC password>;type=IDS&userName=<IDS username>
&password=<IDS password>

Note

 

  • Replace Ampersand (&) or equal sign (=) in usernames or passwords with their respective URL-encoded values "%26" or "%3D". Semicolon (;) is a delimiter.

newpublic
Address

new Public address

Yes

Yes

For IP address change: provide the new IP address.

For IP address and hostname change: provide the new IP address. The new hostname is auto detected and updated in the inventory.

For hostname change: provide the new IP address same as the old IP address. The new hostname is auto detected and updated in the inventory.

newprivate
Address

new Private address

Required for CCE_PG and CCE_ROGGER

Yes

is
Reinstalled

is
Reinstalled

Yes

Yes

Supported values are:

Yes: if you are setting up a new virtual machine

No: if you are using the existing virtual machine

Add PIMs to the Media Routing Peripheral Gateway

The Media Routing Peripheral Gateway (MR PG) is created during automated initialization.

Creating PIMs for the MR PG is optional. You can create the following PIMs on the Media Routing Peripheral Gateway:

  • Outbound PIM

  • Multichannel PIM for Customer Collaboration Platform

  • Multichannel PIM for Enterprise Chat and Email (ECE)

  • Multichannel PIM for a third-party multichannel application

  • Multichannel PIM for Digital Routing

To create Dialed Numbers associated with the Multichannel PIMs, first do the following:

  • Create the PIM using Peripheral Gateway Setup.

  • Add an external machine in the Solution Inventory using the Unified CCE Administration System. Navigate to Overview > Infrastructure > Inventory. Scroll down and click Add External Machine.


Note

If ECE Data Server is deployed on box, you do not need to create a Dialed Number associated with the PIM.


Note

Refer to the Cisco Packaged Contact Center Enterprise Features Guide at https://www.cisco.com/en/US/products/ps12586/prod_maintenance_guides_list.html for directions on adding the Outbound PIM and the Multichannel PIMs.

Refer to the Enterprise Chat and Email Installation Guide (for Packaged Contact Center Enterprise) at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html.

Add Multichannel PIM to 2000 Agent Deployment


Caution

Before performing the step to enable the secured connection between the components, ensure that the security certificate management process is completed.

Before you begin

Only users who are part of the local Administrators group can run Peripheral Gateway setup.

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. Refer Peripheral Gateway page in CCE Admin to get the peripheral ID of the corresponding PIM.

  • Name of Outbound is Outbound

  • Name of ECE is Multichannel

  • Name of CCP is Multichannel2

  • Name of THIRD_PARTY_MULTICHANNEL is MutliChannel3

  • Name of Digital Routing is DigitalRouting

Example:
If you are adding ECE, find the component of the name Multichannel in the database. Enter the logical controller ID of that component in the Peripheral ID field.

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.

Note

 

Use the port number that is on the ECE services server that PIM uses to communicate with the application. The default port is 38001.

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

Check the Enable Secured Connection option.

This establishes a secured connection between the MR PIM and the application server.

Ensure that you provide the correct information in the application hostname(1) and Application Connection Port(1) fields.

Step 14

Click OK.

Configure Email and Chat

For the ECE configuration page to appear on the Unified CCE Administration, do the following:

Procedure

Step 1

Configure LDAP in the ECE Administration Web Interface.

For more information, see Single Sign-On (for Partition Administrators) in the Enterprise Chat and Email Administrator’s Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.

Step 2

Accept the certificate in the Unified CCE Administration. Do the following:

  1. Enter https://<fqdn of ecewebserver> in the address bar of the web browser.

  2. Accept the certificate.

  3. Reload the Unified CCE Administration page.

Optional Configuration for Packaged CCE 4000/12000 Agents Deployment

To configure optional components for Packaged CCE 4000 or 12000 Agents deployment.

Task

Remote Site

Machines

Peripheral Set

Add PIMs to the Media Routing Peripheral Gateway

Add Multichannel PIM to Packaged CCE 4000/12000 Agents Deployment

Configure Email and Chat

Configure Cisco Unified Customer Voice Portal Reporting Server

Configure VVB

Packaged CCE 4000 and 12000 Agent Supported Tools

Avaya Configurations

ICM-to-ICM Gateway Configurations

Remote Site

A remote site must have at least one peripheral set. Each remote site added appears as a separate tab.

Add and Maintain Remote Site

Procedure

Step 1

Navigate to the Unified CCE Administration > Infrastructure > Inventory.

Step 2

Click the + icon to add a remote site.

Step 3

Enter the remote site name.

Step 4

Click Download Template.

Step 5

Fill the particulars in the file and save it.

Table 2. CSV Template Details

Column

Description

Required?

Permissible Values

name

Unique identifier for the machine

Yes

Name must start with an alphabet. Maximum length is limited to 128 characters. Valid characters are a-z, A-Z, 0-9, dot (.), underscore (_), or hyphen (-).

machineType

MachineType Enum name

Yes

Mandatory machines are:

  • CVP

  • FINESSE_PRIMARY

  • FINESSE_SECONDARY

  • CM_PUBLISHER

  • CM_SUBSCRIBER

  • CCE_PG

Optional machines:

  • ECE (refers to ECE Data Server VM for 400 agents and Services Server VM for ECE 1500 agents)

  • ECE_WEB_SERVER

  • CVP_REPORTING

  • GATEWAY

  • CVVB

  • CUSP

  • THIRD_PARTY_

    MULTICHANNEL

  • MEDIA_SERVER

publicAddress

Public address

Yes

Valid IP address or hostname

connectionInfo

Connection information of the machine

Required for:

  • CUCM PUBLISHER

  • CVP

  • CVP REPORTING

  • CUSP

  • ECE WEB SERVER

  • EXTERNAL MEDIA SERVER

  • FINESSE PRIMARY

  • GATEWAY

Enter the username and password in the following format:

UserName=<user>&password=<password>;

For details on the credentials of each component, see Edit Credentials.

Enabling CVP as a media server is optional. To enable CVP as the media server, append the following to the code snippet above:

mediaServer=<true or false>

Enabling FTP in a CVP server is optional. You can configure FTP only if CVP is enabled as a Media Server. To enable FTP, append the following to the code snippet above: 


&ftpUserName=<ftp_username>
&ftpPassword=<ftp_password>
&ftpPort=<ftp_portnumber>

Example with both Media Server and FTP enabled: 

userName=Windows_User_Name&
password=Windows_Password;
&mediaServer=true
&ftpUserName=Sample_ftp_username>
&ftpPassword=Sample_ftp_password>
&ftpPort=20

To enable FTP in an external media server, add the following code snippet to the Connection Info column:


&ftpUserName=<ftp_username>
&ftpPassword=<ftp_password>
&ftpPort=<ftp_portnumber>

Note

 

  • Replace Ampersand (&) or equal sign (=) in usernames or passwords with their respective URL encoded values "%26" or "%3D".

  • Semicolon (;) delimits the Windows Administration credentials from FTP credentials.

privateAddress

Private address

Required for CCE_PG

Valid IP address or hostname

peripheralSetName

Peripheral set name

Required for PG, CUCM, Finesse, CVP

Name can start with an alphabet. Maximum length is limited to 10 characters. Valid characters are a-z, A-Z, 0-9, dot (.), or an underscore (_).

side

Side information

Yes

sideA

sideB

Step 6

Upload the file and click Next.

Step 7

Wait for validation to be completed and click Done.

During the validation, tasks are performed depending on the components defined in the CSV template.

If validation fails, then click Back to fix the issues in the file and upload it again.

The remote site that is created appears as a tab on the Inventory page.

Note

 

  • Agent PG and PIMs are created only when Finesse and CUCM are present.

  • Multichannel PGs are created. For adding PIMs, see the section "Add Multichannel PIM to Packaged CCE 4000/12000 Agents Deployment".

  • VRU PG and PIMs are created only when CVP is present.

  • Only one peripheral set must be created at a time.

  • Live Data Configuration Services, TIP_PG and TIP_PG_TOS will be added in Machine_Service table only for Agent PG.

Delete Remote Site

Before you begin
To delete a remote site, you must:

  • Delete all the SIP server groups, routing patters, and locations associated with the remote site.

  • Delete the peripheral sets associated with the remote site.

  • Disassociate CVP Reporting Server from CVP Server and courtesy callback.

Procedure

Step 1

Navigate to Unified CCE Administration > Infrastructure > Inventory.

Step 2

Select the remote site you want to delete and click Delete > Current Site.

The remote site is deleted from the inventory.

Machines

You can configure machines for the main sites and remotes sites in the 4000 Agents and 12000 Agents deployment type.

Add and Maintain Machines

Before you begin
If you do not have a CA-signed certificate, import self-signed certificates for the external machines. For more information, see "Self-signed Certificates" section in Packaged CCE Administration and Configuration Guide .
Procedure

Step 1

Navigate to the Unified CCE Administration > Infrastructure > Inventory.

Step 2

Go to Import > Device to add a machine.

Step 3

Click Download Template.

Step 4

Fill the particulars in the file and save it.

Table 3. CSV Template Details

Column

Description

Required?

Permissible Values

name

Unique identifier for the machine

Yes

Name must start with an alphabet. Maximum length is limited to 128 characters.

Valid characters are a-z, A-Z, 0-9, dot (.), underscore (_), or hyphen (-).

machineType

MachineType Enum name

Yes

Mandatory machines are:

  • AW

  • HDS

  • ECE (refers to ECE Data Server VM for ECE 400 agents and Services Server VM for ECE 1500 agents)

  • ECE_WEB_SERVER

  • CVP

  • CVP_REPORTING

  • CM_PUBLISHER

  • CM_SUBSCRIBER

  • FINESSE

  • FINESSE_PRIMARY

  • FINESSE_SECONDARY

  • GATEWAY

  • CVVB

  • CUSP

  • CUSTOMER_COLLABORATION_PLATFORM

  • THIRD_PARTY_MULTICHANNEL

  • MEDIA_SERVER

  • CLOUD CONNECT PUBLISHER

Note

 

You can add Cloud Connect Publisher only in the main site.

Note

 

  • HDS, AW, CUIC_SUBSCRIBER are only applicable for the main site.

  • Add FINESSE and CM together.

publicAddress

Public address

Yes

Valid IP address or hostname

connectionInfo

Connection information of the machine

Required for:

  • CLOUD CONNECT PUBLISHER

  • CUCM PUBLISHER

  • CVP

  • CVP REPORTING

  • CUSP

  • ECE WEB SERVER

  • EXTERNAL HDS

  • EXTERNAL MEDIA SERVER

  • FINESSE PRIMARY

  • GATEWAY

Note

 

If you edit the Cloud Connect Publisher, the Cloud Connect Subscribers associated with the publisher are updated automatically. You cannot edit Cloud Connect Subscribers from the System Inventory.

Enter the username and password in the following format:

UserName=<user>&password=<password>;

For details on the credentials of each component, see Table 1.

Enabling CVP as a media server is optional. To enable CVP as the media server, append the following to the code snippet above:

mediaServer=<true or false>

Enabling FTP in a CVP server is optional. You can configure FTP only if CVP is enabled as a Media Server. To enable FTP, append the following to the code snippet above: 


&ftpUserName=<ftp_username>
&ftpPassword=<ftp_password>
&ftpPort=<ftp_portnumber>

Example with both Media Server and FTP enabled: 

userName=Windows_User_Name&
password=Windows_Password;
&mediaServer=true
&ftpUserName=Sample_ftp_username>
&ftpPassword=Sample_ftp_password>
&ftpPort=20

To enable FTP in an external media server, add the following code snippet to the Connection Info column:


&ftpUserName=<ftp_username>
&ftpPassword=<ftp_password>
&ftpPort=<ftp_portnumber>

Note

 

  • Replace Ampersand (&) or equal sign (=) in usernames or passwords with their respective URL encoded values "%26" or "%3D".

  • Semicolon (;) delimits the Windows Administration credentials from FTP credentials.

privateAddress

Private address

Required for CCE_PG

Valid IP address or hostname

peripheralSetName

Peripheral set name

Required for CUCM, Finesse, CVP

Name can start with an alphabet. Maximum length is limited to 10 characters. Valid characters are a-z, A-Z, 0-9, dot (.), or an underscore (_).

side

Side information

Yes

sideA

sideB

Step 5

Upload the file and click Next.

Step 6

Wait for validation to be completed and click Done.

During the validation, tasks are performed depending on the components defined in the CSV template. For more information about the tasks, see Automated Initialization Tasks for 4000 and 12000 Agent Deployments.

If validation fails, then click Back to fix the issues in the file and upload it again.

Edit Machines

Edit Credentials

You can edit the credentials of any machine using this procedure.

Procedure

Step 1

On the Inventory page, click the main site or a remote site to edit the following machines:

Table 4. Machine Credentials

Machine

Editable Field

AW

Diagnostic Framework Service Domain, Username, and Password

You can also set a Principal AW machine in 4000 and 12000 Agent deployments.

The credentials must be the same for all CCE machines.

Live Data

Administration Username and Password

Finesse

Administration Username and Password

Customer Collaboration Platform

Administration Username and Password

ECE Web Server

Application Instance, Partition Administration Username, and Password

Virtualized Voice Browser

Administration Username and Password

A VVB can be set as a Principal VVB provided its Sync Status is "In Sync" and it supports Customer Virtual Assistant feature.

To set a VVB as a Principal VVB, do the following:

Important

 

Do not perform any Customer Virtual Assistant configurations while setting a different VVB as a Principal VVB.

  1. Click the VVB to open the Edit VVB window.

  2. Check the Principal check box.

  3. Click Save.

CUSP

Administration Username and Password

CUIC Publisher

Administration Username and Password

CVP

Windows Administration Username and Password, Enable Media Server, FTP Enabled, Anonymous Access, FTP Credentials, and Port

Note

 

When a CVP (which acts as a Media Server) is updated, Media Server configurations are propagated to all other CVPs across sites.

Gateway

Administration Username and Password

CVP Reporting

Windows Administration Username and Password

The Deploy check box initializes the CVP Reporting Server configuration. Initialization removes the existing call server association and Courtesy Callback configuration.

To reassociate the call servers with the CVP Reporting server, see Configure Unified CVP Reporting Server.

To reconfigure Courtesy Callback, see Courtesy Callback.

IDS Publisher

Administration Username and Password

Media Server

FTP Enabled, Anonymous Access, FTP Credentials, and Port

Note

 

  • When a Media Server is updated, configurations are propagated to all CVPs across sites.

Unified CM Publisher

AXL Username and Password

Cloud Connect Publisher

Administration Username and Password

Note

 

If your are using Webex Experience Management, then add Cloud Connect to the System Inventory external machine.

When a Cloud Connect Publisher is updated,configurations are propagated to all CVPs and Finesse across sites.

External HDS

Diagnostic Framework Service Domain, Username, and Password

Step 2

Edit the credentials.

If successful, you can see the message on the Inventory page; else, fix the errors that are shown before clicking Save.

Update IP Address or Hostname
On the Inventory page, System and Config Administrators can update the IP address or hostname of the following machines:

  • Core machines

  • Peripheral Set machines

  • Optional machines


Note

  • IP address/hostname change or rebuild can only be done from Principal AW machine. Ensure that the Principal AW user is part of the local Administrators group on all CCE machines.

  • If you have rebuilt a CCE_ROGGER or a CCE_AW, do not create a service account manually. Side A AW user account will be used as a service account for Logger and distributor services.

  • After updating the hostname in the virtual machine, upload the CA certificates or import the self-signed certificates into the machine. This should be done before updating the hostname in the inventory.

Update Core Machines
This procedure explains how to update the following Core machines:

CCE_AW, CCE_ROGGER, CCE_ROUTER, CCE_LOGGER, CUIC_PUBLISHER, CUIC_SUBSCRIBER, IDS_PUBLISHER, IDS_SUBSCRIBER, and LIVE_DATA


Note

If you have changed the hostname of CCE_ROGGER or CCE_ROUTER in the respective virtual machines, restart the Apache Tomcat service on Principal AW. This should be done before updating the inventory with new hostname for these machines.

Procedure

Step 1

Navigate to the Unified CCE Administration > Infrastructure > Inventory.

Step 2

Choose Update > Core Machines.

Step 3

Click the Download Present Inventory File icon to get the Inventory File.

Step 4

Fill particulars in the Inventory File and save it. For more information, see Inventory File.

Step 5

Click the Upload Updated Inventory File icon to import the updated file.

Step 6

Click Next to start the inventory update process and see the progress of tasks.

  • If the upload is successful, a green circle appears against each task.

  • If the upload is unsuccessful, fix the errors shown, and repeat steps 5 and 6.

Step 7

Click Done.

Update Optional Machines
This procedure explains how to update the following Optional machines:

CVVB, CVP_REPORTING, MEDIA_SERVER, GATEWAY, EXTERNAL_HDS, CUSTOMER_COLLABORATION_PLATFORM, CUSP, THIRD_PARTY_MULTICHANNEL, ECE, ECE_WEB_SERVER, CLOUD_CONNECT_PUB, CLOUD_CONNECT_SUB and .


Note

  • Before updating the IP address or hostname for Cloud Connect Subscriber, disable auto discovery in the virtual machine. For more information, see Auto Discovery.

  • After updating the IP address or hostname in the inventory for CVP Reporting Server, restart this device.

Procedure

Step 1

Navigate to the Unified CCE Administration > Infrastructure > Inventory.

Step 2

Choose Update > Optional Machines.

Step 3

Click the Download Present Inventory File icon to get the Inventory File.

Step 4

Fill particulars in the Inventory File and save it. For more information, see Inventory File.

Step 5

Click the Upload Updated Inventory File icon to import the updated file.

Step 6

Click Next to start the inventory update process and see the progress of tasks.

  • If the upload is successful, a green circle appears against each task.

  • If the upload is unsuccessful, fix the errors shown, and repeat steps 5 and 6.

Step 7

Click Done.

Inventory File

The Inventory File in Packaged CCE 4000 and 12000 Agent deployments contain the following fields.


Note

  • While updating the inventory file, ensure to refer to the Machine Dependencies.

  • If you are updating hostname for any of the following machines, restart Apache Tomcat service on all CCE_AW machines after the inventory update:

    • CCE_AW

    • FINESSE

    • EXTERNAL_HDS

    • CUIC
Table 5. Inventory File Details

Column

Description

Required for upload?

Editable in downloaded inventory file?

Permissible Values

name

Unique identifier for the machine

Yes

No

machine
Type

Machine
Type

Yes

No

public
Address

Public address

Yes

No

IP address or hostname of machines present in the inventory

private
Address

Private address

Required for CCE_PG, CCE_ROGGER, CCE_ROUTER, and CCE_LOGGER

No

IP address or hostname of machines present in the inventory

side

Side information

Yes

No

sideA

sideB

connection
Info

Connection information of the machine

Required for CCE_AW, CCE_PG (Side A) CM_PUBLISHER, CUIC_PUBLISHER, FINESSE_PRIMARY, ECE_WEB_SERVER, CVP, CVP_REPORTING, CUSP, GATEWAY, IDS_PUBLISHER, LIVE_DATA, EXTERNAL_HDS, CLOUD CONNECT PUBLISHER, CVVB, MEDIA_SERVER, CUSTOMER_ COLLABORATION_ PLATFORM

ConnectionInfo is mandatory for the machines even if:

  • There is no IP address or hostname change.

  • The isReinstalled value is set to No.

Yes (only username and password are editable)

Enter the username and password in the following format:

userName=<user>&password=<password>

Replace Ampersand (&) or equal sign (=) in usernames or passwords with their respective URL-encoded values "%26" or "%3D".

For information on the credentials of machines, see Table 1.

For CCE_PG update, provide the userName and password of CUCM application user.

Note

 

If you change the CUCM application user, update the inventory for both Side A and Side B CCE_PGs and set the isReinstalled value to yes. This makes sure that both sides of the PG machines have the same application user.

newpublic
Address

new Public address

Yes

Yes

For IP address change: provide the new IP address

For IP address and hostname change: provide the new IP address. The new hostname is auto detected and updated in the inventory.

For hostname change: provide the new IP address same as the old IP address. The new hostname is auto detected and updated in the inventory.

newprivate
Address

new Private address

Required for CCE_ROUTER, CCE_LOGGER, CCE_ROGGER,CCE_PG

Yes

is
Reinstalled

is
Reinstalled

Yes

Yes

Supported values are:

Yes: if you are setting up a new virtual machine

No: if you are using the existing virtual machine

Machine Dependencies
Detailed below are some of the machine dependencies which should be considered while updating the inventory file.

Note

Each row in the table below specifies machines types that are dependent on each other. So, whenever you update a machine, ensure to provide other dependent machine types from the same row.

Dependent Machine Types

CCE_AW (include all AWs), CCE_ROGGER2, CCE_LOGGER, and CCE_ROUTER3

CCE_PG, CM_PUBLISHER4, CM_SUBSCRIBER, FINESSE_PRIMARY, and FINESSE_SECONDARY

CCE_PG and CVP (include all CVPs in the peripheral set)

ECE and ECE_WEB_SERVER
2 Applicable for 2000 and 4000 Agent deployments.
3 Logger and Router are applicable only for 12000 Agent deployments.
4 To be updated only if the publisher is already a part of the peripheral set.

Note

  • Provide both publisher and subscriber details of a machine together. For example: CUIC_PUBLISHER and CUIC_SUBSCRIBER.

  • Provide Side A and Side B details of a machine together. For example: CVP Side A and CVP Side B.

  • If you are updating the IP address/hostname or rebuilding a CCE_PG, provide details of all PG client types (configured in the system), and dependent machine types in the inventory file. For example: If VRU and Multichannel PGs are configured in the system, provide side A and side B details for both the PGs and all CVP machines.

  • If only MR PG is configured in the system, provide side A and side B details of this PG in the inventory file.

Delete Machine

You can delete the following machine types:

  • CCE_AW

  • HDS

  • CVP_REPORTING

  • CUIC_SUBSCRIBER

  • CUSP

  • GATEWAY

  • CVVB

  • EXTERNAL_THIRD_PARTY_MULTICHANNEL

  • DC_EXTERNAL_THIRD_PARTY_MULTICHANNEL

  • MEDIA_SERVER

  • CLOUD CONNECT PUBLISHER


Note

  • When a Cloud Connect Publisher is deleted, the corresponding Cloud Connect Subscriber is also deleted.

  • You cannot delete the Principal VVB.

  • When a Media Server is deleted, configurations are propagated to all CVPs across sites.

Procedure

Step 1

To delete a machine individually, select that particular row and click Delete (X) icon at the end of the row.

Step 2

Click Yes.

If the deletion is successful, then a message is displayed that the machine was deleted successfully. If the deletion fails, then check the error message and resolve the issue before attempting to delete again.

Add PIMs to the Media Routing Peripheral Gateway

The Media Routing Peripheral Gateway (MR PG) is created during automated initialization.

Creating PIMs for the MR PG is optional. You can create the following PIMs on the Media Routing Peripheral Gateway:

  • Outbound PIM

  • Multichannel PIM for Customer Collaboration Platform

  • Multichannel PIM for Enterprise Chat and Email (ECE)

  • Multichannel PIM for a third-party multichannel application

  • Multichannel PIM for Digital Routing

To create Dialed Numbers associated with the Multichannel PIMs, first do the following:

  • Create the PIM using Peripheral Gateway Setup.

  • Add an external machine in the Solution Inventory using the Unified CCE Administration System. Navigate to Overview > Infrastructure > Inventory. Scroll down and click Add External Machine.


Note

If ECE Data Server is deployed on box, you do not need to create a Dialed Number associated with the PIM.


Note

Refer to the Cisco Packaged Contact Center Enterprise Features Guide at https://www.cisco.com/en/US/products/ps12586/prod_maintenance_guides_list.html for directions on adding the Outbound PIM and the Multichannel PIMs.

Refer to the Enterprise Chat and Email Installation Guide (for Packaged Contact Center Enterprise) at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html.

Add Multichannel PIM to Packaged CCE 4000/12000 Agents Deployment


Caution

Before performing the step to enable the secured connection between the components, ensure that the security certificate management process is completed.

Before you begin

Only users who are part of the local Administrators group can run Peripheral Gateway setup.

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. Refer PG explorer tool using Configuration Manager to get the Peripheral ID of the corresponding PIM.

  • Name of Outbound is Outbound

  • Name of ECE is MR1

  • Name of CCP is MR2

  • Name of THIRD_PARTY_MULTICHANNEL is MR3

  • Name of Digital Routing is MR4

Example:
If you are adding ECE, find the component of the name MR1 in the database. Enter the logical controller ID of that component in the Peripheral ID field.

Step 7

In the Application Hostname (1) field, enter the hostname or the IP address of ECE services server.

Step 8

In the Application connection port (1) field, enter the port number.

Note

 

Use the port number that is on the ECE services server that PIM uses to communicate with the application. The default port is 38001.

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

Check the Enable Secured Connection option.

This establishes a secured connection between the MR PIM and the application server.

Ensure that you provide the correct information in the Application Hostname(1) and Application Connection Port(1) fields.

Step 14

Click OK.

Peripheral Set

Peripheral set is a collection of all components that are dependent on the peripheral gateway (including the peripheral gateway itself).

For example, Cisco Finesse, CVP. A main or remote site can have zero or more peripheral sets that are associated with it.

You can add a remote site even with a single VVB. This is helpful in getting control over the traffic, and keeping it local to the same data center.

For example, PSTN delivers SIP trunk to both the Data Centers (DCs). You must retain the traffic local to each DC. If the traffic is delivered to DC1, select the VVB and Nuance Speech Server (NSS) from DC1. If the traffic is delivered to DC2, select the VVB and NSS from DC2. This is achieved by adding a remote site only with VVB. From the VVB, NSS points to the SPOG.

Add and Maintain Peripheral Set

Procedure

Step 1

Navigate to the Unified CCE Administration > Infrastructure > Inventory.

Step 2

Go to Import > Peripheral Set to add a peripheral set.

The New Peripheral Set wizard opens.

Step 3

Click Download Template.

Step 4

Fill the particulars in the file and save it.

Table 6. CSV Template Details

Column

Description

Required?

Permissible Values

name

Unique identifier for the machine

Yes

Name must start with an alphabet. Maximum length is limited to 128 characters. Valid characters are a-z, A-Z, 0-9, dot (.), underscore (_), or hyphen (-).

machineType

MachineType Enum name

Yes

Mandatory machine is CCE_PG. Optional machines are:

  • CVP

  • FINESSE_PRIMARY

  • FINESSE_SECONDARY

  • CM_PUBLISHER

  • CM_SUBSCRIBER

  • MEDIA_SERVER

publicAddress

Public address

Yes

Valid IP address or hostname

connectionInfo

Connection information of the machine

Required for CM_PUBLISHER, FINESSE_PRIMARY, ECE_WEB_SERVER, CVP, CVP_REPORTING, CUSP, GATEWAYand LIVE_DATA

Enter the username and password in the following format:

userName=<user>&password=<password>

Enabling CVP as a Media Server and configuring FTP is optional.

Append the Media Server and FTP attributes to the username and password in the following format:

userName=<user>&password=<password>;
mediaServer=<true or false>&ftpUserName=<ftp_username>
&ftpPassword=<ftp_password>
&ftpPort=<ftp_portnumber>
For more information on the FTP attributes, see FTP Section in the Add Media Server as External Machine.

Note

 

  • Replace Ampersand (&) or equal sign (=) in usernames or passwords with their respective URL encoded values "%26" or "%3D".

  • Semicolon (;) delimits the Windows Administration credentials from FTP credentials.

  • You can configure FTP only if CVP is enabled as a Media Server.

privateAddress

Private address

Optional

Valid IP address or hostname

peripheralSetName

Peripheral set name

Required for PG, CUCM, Finesse, CVP

Name can start with an alphabet. Maximum length is limited to 10 characters. Valid characters are a-z, A-Z, 0-9, dot (.), or an underscore (_).

Note

 

Name must be unique. It cannot be reused even after that peripheral set is deleted.

side

Side information

Yes

sideA

sideB

Step 5

Upload the file and click Next.

Step 6

Wait for validation to be completed and click Done.

During the validation, tasks are performed depending on the components defined in the CSV template.

If validation fails, then click Back to fix the issues in the file and upload it again.

Note

 

  • Agent PG and PIMs are created only when Finesse and CUCM are present.

  • Multichannel PGs are created. For adding PIMs, see the section "Add Multichannel PIM to Packaged CCE 4000/12000 Agents Deployment".

  • VRU PG and PIMs are created only when CVP is present.

  • Only one peripheral set must be created at a time.

  • Live Data Configuration Services, TIP_PG and TIP_PG_TOS will be added in Machine_Service table only for Agent PG.

What to do next
Perform the PG configuration. For details, see the section "Configure Cisco Unified Contact Center Enterprise PG".

Update Peripheral Set

This procedure explains how to update the following peripheral set machines:

CCE_PG, CM_PUBLISHER, CM_SUBSCRIBER, FINESSE_PRIMARY, FINESSE_SECONDARY, and CVP


Note

After updating the IP address or hostname in the Inventory for CVP, restart the CVP device.

Procedure

Step 1

Navigate to the Unified CCE Administration > Infrastructure > Inventory.

Step 2

Go to Import > Device > Add Machine to add a machine to a peripheral set.

The Add Machine wizard is displayed.

Step 3

Click Download Template.

The .csv template is downloaded.

Step 4

Fill the particulars in the .csv template file and save it in the local folder. For more information, see Add and Maintain Peripheral Set.

Step 5

Upload the .csv template file and click Next.

Step 6

Click Done.

Delete Peripheral Set

You can delete peripheral sets associated with the main site or remote sites.
Before you begin

To delete a peripheral set, you must delete:

  • agents, skill groups, teams, and dialed numbers associated with it.

  • all Media Server associations with CVP.

Procedure

Step 1

Navigate to Unified CCE Administration > Infrastructure > Inventory.

Step 2

Select the peripheral set from main or remote site that you want to delete and click Delete > Peripheral Set.

The Delete Peripheral Set from <site name> popup window appears.

Step 3

Select a peripheral set from the Peripheral Set drop-down list.

Step 4

Click Delete.

Step 5

Click Back to delete another peripheral set. Else, click Done to return to the Inventory page.

Avaya Configurations


Note

  • If you do not have a CA certificate, import self-signed certificates for Avaya PGs. For more information, see Self-signed Certificates.

The following table outlines the Avaya configuration tasks in Packaged CCE 4000 and 12000 Agent deployments.

Sequence

Avaya Configuration Tasks
1 In the PG Explorer tool, add Avaya Peripheral Gateway (with Avaya (Definity)) as the client type.

For more information, see the section Peripherals and Trunk Groups in the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

2

Configure Peripheral Gateway Setup Configure and Setup Avaya Peripheral Gateway
3

Set up CTI Server
4

Set up CTI OS Server and CTI Desktop Client

For information, see sections CTI OS Server Installation and CTI Toolkit Desktop Client Installation in the CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

5

Restart Live Data for Avaya PG

Note

For detailed information about the required Avaya configurations, see chapter Unified ICM Software Configuration in the Cisco Unified ICM ACD Supplement for Avaya Communication Manager Guide at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_0_1/Reference/Guide/ucce_b_cisco-unified-icm-acd-supplement-1201.html.

Add Users to Local Security Group

Before you begin

Only Packaged CCE configuration users who have been added to the UcceConfig group in all the local distributors can access the Configuration Manager.

Procedure

Step 1

Click Server Manager > Tools > Computer Management.

Step 2

Select Local Users and Groups.

Step 3

Double-click Groups.

Step 4

Right-click UcceConfig. Select Properties.

Step 5

Click Add and enter the user name in the Edit the object names to select text box. Click Check Names to validate the user name.

Step 6

After the user name is successfully validated, click OK.

Step 7

Click Apply and OK in the Properties dialog box.

Step 8

Close the Computer Management and Server Manager windows.

Configure Peripheral Gateway Setup Configure and Setup Avaya Peripheral Gateway

Before you begin

Only users who are part of the local Administrators group can run Peripheral Gateway setup.

Procedure

Step 1

Open the Peripheral Gateway Setup tool from Unified CCE Tools on the desktop.

Step 2

Click Add in the Instance Components section.

Step 3

Click Peripheral Gateway.

Step 4

Complete the following steps in the Peripheral Gateway Properties dialog box.

  1. Choose Production Mode. Do not set the Auto Start feature until after the installation is complete.

  2. Specify whether the PG is part of a duplexed pair.

  3. In the ID field, select from the drop-down list the PG device number as enabled in the Router.

  4. If the PG is duplexed, specify whether you are installing Side A or Side B. If the PG is simplex, select Side A.

  5. In the Client Type Selection section of the window, select the client type:

    • For a CUCM PG: CUCM

    • For a MediaRouting PG: MediaRouting

    • For a VRU PG: VRU

    • For a UCC Enterprise Gateway PG: UCC Enterprise Gateway

    For an Avaya PG: Avaya (Definity)

Step 5

Click Add, and then click Next.

Step 6

Enter the Logical Controller ID generated while configuring the PG in the PG Explorer tool. Click Add and select PIM 1 from the list. Click OK.

Step 7

Configure the PG properties:

  1. To put the PIM into service, check the Enabled option. Enabling the PIM allows it to communicate with the peripheral when the Peripheral Gateway is running.

  2. Enter the peripheral name in the Peripheral name field. Usually, the enterprise name from the associated Peripheral record is the most appropriate name to use. When creating peripheral names, use short descriptive names and keep the length to a minimum.

  3. Enter the Peripheral ID in the Peripheral ID field. This is the ID that you created when you configured the PG in the PG Explorer tool.

  4. For CUCM PG:

    1. Enter the Agent extension length.

    2. In the CUCM Parameters section, in the Service field, provide the IP address of the CUCM.

    3. Enter the credentials of Application User that you created in CUCM.

    4. Select the appropriate Mobile Agent Codec, and click OK.

  5. For MR PG:

    • To add MR PG for ECE:

      1. In the Application Hostname (1) field, enter the hostname or the IP address of the ECE services server. If you have installed two services servers for high availability, provide the information for the primary service server on Side A.

      2. In the Application Connection Port (1) field, enter the port number on the ECE services server that the PIM will use to communicate with the application. The default port is 38001.

      3. In the Application Hostname (2) and Application Connection Port (2) fields, enter the hostname or the IP address of the secondary ECE services server VM and port number on Side B.

        Note

         

        Set these values only if you have installed two services servers for high availability.

    • To add MR PG for Customer Collaboration Platform:

      1. In the Application Hostname (1) field, enter the hostname or the IP address of the Customer Collaboration Platform.

      2. By default, Customer Collaboration Platform accepts the MR connection on Application Connection Port 38001. The Application Connection Port setting on Customer Collaboration Platform must match the setting on the MR PG as specified in the Application Connection Port (1) field.

      3. Leave the Application Hostname (2) and Application Connection Port (2) fields blank.

    • To add MR PG for Outbound Option:

      1. In the Application Hostname (1) field, enter the hostname or the IP address of the BA_IP Dialer.

      2. In the Application Connection Port (1) field, enter the connection port for the BA_IP Dialer. Otherwise, accept the default port number (38001) on the application server machine that the PIM uses to communicate with the application.

    • To add MR PG for any third-party application:

      1. In the Application Hostname (1) field, enter the hostname or the IP address of the multichannel application server machine.

      2. In the Application Connection Port (1) field, enter the port number on the application server that the PIM will use to communicate with the application. The default port is 38001.

      3. If two applications interact with the Unified CCE, in the Application Hostname (2) field, enter the hostname or the IP address of the second application server machine. If you are using the hostname, the name must be in the hosts file.

      4. For two applications that interact with the Unified CCE, in the Application Connection Port (2) field, enter the port number on the second application server machine that is used by the PIM.

    The below steps are common for any application server:

    1. For Heartbeat Interval (seconds), specify how often the PG checks its connection to the call server. Use the default value.

    2. For Reconnect Interval (seconds), specify how often the PG should try to reestablish a lost connection to the call server. Use the default value.

    3. Check the Enable Secured Connection checkbox to enable secured connection.

      Enable Secured Connection establishes a secured connection between MR PIM and Application Server.

      Ensure that you provide the correct information in the Application Hostname(1) and Application Connection Port(1) fields.

  6. For VRU PG:

    1. In the VRU host name field, enter the name by which the VRU is known to the network.

    2. In the VRU connect port field, enter the number of the VRU connection port that the PG connects to.

    3. In the Reconnect interval (sec) field, specify how often, in seconds, the PG tries to re-establish a lost connection to the VRU. The default value is usually appropriate.

    4. In the Heartbeat interval (sec) field, specify how often, in seconds, the PG checks its connection to the VRU. The default value is usually appropriate.

    5. In the DSCP field, use the drop-down box to override the default value and set it to the desired DSCP value. The list of DSCP values in the drop-down box are the same as what are used during setup for connection between the Peripheral Gateway (PG) and the CallRouter. On an existing VRU PG system, this registry key does not exist. In that scenario, the PIM code uses CS3 as the default value when the VRU PIM process is activated.

    6. Check the Enable Secured Connection checkbox to enable secured connection.

      This establishes a secured connection between VRU PIM and CVP.

Step 8

Configure PIM.

For more information, see Cisco Unified ICM ACD Supplement for Avaya Communication Manager at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.

Step 9

Click OK.

Step 10

From the Peripheral Gateway Component Properties window, click Next. The Device Management Protocol Properties window appears.

  1. Enter the appropriate settings and click Next. The Peripheral Gateway Network Interfaces window appears.

  2. Configure the Private Interface and Public interfaces and click Next.

    Note:

    For the address input fields, use Fully Qualified Domain Names instead of IP addresses.

    When there are two IP addresses configured on the public Network Interface Card (for IP-based prioritization), manually add two A-records on the DNS server. One A-record is for the high priority IP address and the other one is for the general priority IP address. The host part of the two DNS entires should be different from the hostname of Windows server. Use the new DNS entries to configure the public interfaces. This note applies to the Router and to all PG machines.

Step 11

In the Check Setup Information window, verify the setup information and click Next.

Step 12

When the Setup Complete window appears, click Finish .

Note

 

When you add new PG, ensure that the PG ID is provided in the Router configuration. Provide the number that is assigned to the PG in the Enable Peripheral Gateway field in Web Setup

Restart Live Data for Avaya PG

When a new peripheral gateway that supports Live Data is deployed and started, its feed will not be available to the Live Data server automatically. Restart the Live Data server to start the feed from the newly deployed Peripheral Gateway.
Procedure

Access the Live Data CLI and run the following command:

utils system restart

Note

 

Restarting Live Data server impacts all CCE components.

ICM-to-ICM Gateway Configurations

The following table outlines the ICM-to-ICM Gateway configuration tasks in Packaged CCE 4000 and 12000 Agent deployments.

Sequence

ICM-to-ICM Gateway Configuration Tasks
1 Configure ICM-to-ICM Gateway

For more information, see ICM to ICM Gateway User Guide for Unified CCE at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html
2

Remote ICM type application gateway global settings

Remote ICM type application gateway global settings

The configuration for Remote ICM Type Application Gateway can be performed by using Configuration Manager > List Tools > Application Gateway List > .

Following are the Remote ICM type Application Gateway global settings.

Table 7. Remote ICM type Application Gateway Global Setting

Name

Value

Abandon Timeout.

5000

ApplicationGatewayType

1

DateTimeStamp

NULL

ChangeStamp

0

ErrorThreshold

10

HeartbeatLimit

2

HeartbeatRetry

200

HeartbeatTimeout

300

HeartbeatInterval

15000

ID

2

LateTimeout

400

LinkTestThreshold

2

OpenTimeout

500

RequestTimeout

500

SessionRetry

30000

SessionRetryLimit

0

Optional Configuration for Packaged CCE Lab deployment

Remote Sites in Lab Mode

You can create remote sites in lab mode deployment. If you initiate your lab mode in simplex, you can create remote sites only with Side A machines.

Before you begin: If you do not have a CA-signed certificate, import self-signed certificates for all components. For more information, see "Self-signed Certificates" section in Packaged CCE Administration and Configuration Guide .

To add a remote site in lab mode deployment, see Add and Maintain Remote Sites.

When you configure the simplex or duplex lab mode deployment, you can also add the following external machines for a remote site:

  • Unified CM Publisher

  • Unified CVP Reporting Server

  • Unified SIP Proxy

  • Virtualized Voice Browser

  • Gateway

  • Enterprise Chat and Email

  • Third-party Multichannel

  • Media Server


Note

You can add Customer Collaboration Platform and Cloud Connect only in the main site.

To add, edit or delete the external machines on the remote site, see Add External Machines and Edit Credentials sections.

For more information on the configuration limits for external machines, see the Solution Design Guide for Cisco Packaged Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html.

1 Required only if it is already added in the Inventory as part of the same site.