Cisco Hosted Collaboration Solution for Contact Center User guide

Installing and Upgrading Guide for Cisco Hosted Collaboration

Solution for Contact Center, Release 11.5(1)

First Published: 2016-10-31

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CONTENTS

Preface

Preface xi

Change History xi

About this Guide xii

Audience xii

Related Docs xiii

Obtaining Documentation and Submitting a Service Request xiii

Field Alerts and Field Notices xiii

Documentation Feedback xiii

Conventions xiii

CHAPTER 1

Preparation 1

Installation Approach 1

System Installation Dependencies 2

Automation Software 2

Hardware Requirements 3

Tested Reference Configurations 3

Specification-Based Hardware Support 4

Additional Hardware Specification 5

License Requirements 5

Network Infrastructure 7

CHAPTER 2

Shared Component Installation 9

Configure an Identity Provider (IdP) 9

Install and Configure Active Directory Federation Services 9

Authentication Types 10

Install and Configure Unified CCDM 10

Deploy Unified CCDM Database Server 11

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Procedures for Deploying Unified CCDM Data Server 12

Configure DTC 12

Configure Windows Server 2012 R2 Firewall for SQL Server 12

Install Unified CCDM Database Server 13

Install Unified CCDM Portal Database 13

Add SQL Login for Unified CCDM Web Server 15

Deploy Unified CCDM Web Server 16

Procedures for Deploying Unified CCDM Web Server 17

Install Unified CCDM Web Server 17

Install CCDM Identity Server on Web Server 18

Configure Unified CCDM 18

Procedures for Configuring Unified CCDM 19

Launch the Integrated Configuration Environment 19

Set up Unified CCDM Servers 19

Configure Replication 20

Setup 21

Monitor 21

Configuring SSL for Unified CCDM 21

Obtain Digital Certificate 22

Request an External Certificate 22

Generate an Internal Certificate 23

Export the Certificate in PFX Format 23

Configure SSL for the Web Application 24

Login to Unified CCDM 24

Install and Configure Unified Communication Domain Manager 24

Multinode Cluster Hardware Specifications 25

Multinode Installation 26

Create Virtual Machines from OVA Files 30

Create the HCM-F Device 31

Create a Provider 33

Add Reseller 34

Install and Configure Perimeta SBC 34

Install the Metaswitch Perimeta SBC 35

Configure Perimeta SBC 37

Configuration of C-Series Perimeta SBC for all HCS Deployment models 37

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Configure Service Interface for Carrier Network 37

Configure Codec List 38

Configure Media Address 38

Create Account 38

Installing and Configuring Prime Collaboration Assurance 39

Log in to Prime Collaboration 39

Enabling HCM-F and Prime Collaboration Assurance to Communicate 40

Install and Configure ASA Firewall and NAT 41

Setup ASA 41

Configure Multiple Context Modes 42

Enable Multiple Context Modes 42

Enable Interfaces in the System Execution Space 42

Configure Security Contexts in System Execution Space 43

Configure Interfaces in the Context 43

CHAPTER 3

Core Component Installation 45

Core Components Installation Approach 45

Golden Template Requirements 46

Create Golden Template for Unified CCE Rogger 47

Create Golden Template for Unified CCE Router 48

Create Golden Template for Unified CCE Logger 48

Create Golden Template for Unified CCE AW-HDS-DDS 49

Create Golden Template for Unified CCE AW-HDS 50

Create Golden template for Unified CCE HDS-DDS 50

Create Golden Template Unified CCE Agent PG 51

Create Golden Template for Unified CCE VRU PG 52

Create Golden Template for Unified CCE PG 52

Create Golden Template for Unified CVP Server 53

Create Golden Template for Unified CVP OAMP Server 54

Create Golden Template for Unified CVP Reporting Server 54

Create Golden Template for Cisco Finesse 55

Create Golden Template for Cisco Unified Intelligence Center Coresident Deployment 55

Create Golden Template for Cisco Unified Intelligence Center 56

Create Golden Template for Live Data Reporting System 56

Create Golden Template for Cisco Identity Service 57

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Create Golden Template for Cisco Unified Communications Manager 57

Common Procedures for Golden Templates 58

Download OVA Files 59

Create Virtual Machines 59

Mount and Unmount ISO File 60

Install Microsoft Windows Server 2012 R2 Standard Edition 61

Install VMware Tools 61

Install Antivirus Software 62

Disabling Port Blocking 63

Enable Microsoft .Net Framework 3.5 SP1 64

Install Microsoft SQL Server 2014 Standard Edition 64

Convert the Virtual Machine to a Golden Template 67

CHAPTER 4

Post-Installation 69

Post-Installation Tasks 69

CHAPTER 5

Upgrade 71

Overview of the Upgrade Workflow 71

Upgrading Management Components 72

Upgrade HCM-F 72

Validate the HCM-F Upgrade 73

Upgrade UCDM 74

Validate the Unified CDM Upgrade 74

Upgrade Prime Collaboration Assurance 75

Validate the Upgrade of Prime Collaboration Assurance 75

Upgrade Unified CCDM 76

Validate the Unified CCDM Upgrade 76

Standard CC Upgrade 77

Upgrading Unified Customer Voice Portal Components 77

Upgrade the Unified Customer Voice Portal 77

Validate the Customer Voice Portal Upgrade 78

Upgrading Gateway Components 78

Upgrade Gateway Components 78

Upgrade a Perimeta Session Border Controller 79

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Upgrading the Cisco ASR 1000 Series Router for Cisco Unified Border Element (SP

Edition) 80

Upgrade the IOS on the Cisco ASR 1006 for Cisco Unified Border Element (SP

Edition) 80

Validate the Upgrade of Gateway Components 81

Upgrading the Unified CCE Central Controller 82

Upgrading Peripheral Gateways and Components 82

Validate the Upgrade of Peripheral Gateways and Components 83

Upgrading Reporting Components 83

Upgrade Cisco Unified Intelligence Center 83

Validate the Upgrade of Unified Intelligence Center 83

Upgrading Desktop Components 84

Upgrade Finesse 84

Validate the Finesse Upgrade 84

Upgrade Desktop Clients 84

Validate the Upgrade of Desktop Clients 84

Upgrading Recording Components 85

Upgrade MediaSense 85

Upgrading Call-Processing Components 85

Upgrade Cisco Unified Communications Manager 85

Validate the Upgrade of Cisco Unified Communications Manager 85

Migration CC Upgrade 86

Migration to 2000 Agents Deployment Model 86

Common Ground Migration Process 86

Prerequisites and Important Considerations 89

Supported Upgrade Paths 90

NTP Configuration Requirements 90

Preupgrade System Requirements 90

Preupgrade Tasks 92

Configure Unified Intelligence Center Data Sources for External AW-HDS-DDS 93

Configure Unified Intelligence Center SQL User Account on the External

AW-HDS-DDS 94

Unified CVP Preupgrade Tasks 95

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Unified CVP Server and Unified CVP OAMP Server Preupgrade Tasks 95

Unified Communications Manager Preupgrade Tasks 95

Prepare Side A for Upgrade 96

Migrate and Upgrade Side A 96

Cisco Enterprise Voice Gateway Upgrade Procedures 101

Upgrade the Cisco Voice Gateway IOS Version 101

Common Software Upgrade Procedures 102

Upgrade the Virtual Machine Hardware Version 102

Update VMware Settings for Cisco Finesse 102

Update VMware Settings for Cisco Unified Intelligence Center 102

Upgrade VOS-Based Contact Center Applications from a Remote File System 103

Migration Procedures 104

Back Up Database 104

Back Up Network Configuration 105

Configure Unified CCE Rogger 105

Add a UCCE Instance 105

Configure the Logger Database and Log 105

Import the Logger and Outbound Databases 106

Add a Unified CCE Router Component 107

Add a Unified CCE Logger Component 107

Update VMware Settings on the Unified CCE Data Server 108

Convert Unified CCE Data Server to Unified CCE AW-HDS-DDS 109

Update VMware Settings on the Unified CCE Call Server 111

Remove the Router from the Unified CCE Call Server 111

Modify the PG 112

Modify the Dialer 112

Update the Central Controller Connectivity 112

Install the Language Pack 113

Unified Communications Manager Upgrade Procedures 113

Upgrade JTAPI on the Call Server 113

Transfer Unified CVP Scripts and Media Files 114

Configure Network Adapters for Unified CCE Call Server and Unified CCE Data

Server 114

Configure a Database Drive 116

Set Persistent Static Routes 116

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Run Windows Updates 117

Configure SQL Server for CCE Components 117

Upgrade to Release 11.6(1) 118

Cut Over from Side B to Side A 118

Migrate and Upgrade Side B 120

Sync Side A to Side B 125

Migrate Call Server to Unified CCE PG 125

Add a New CUCM PG 127

Remove Dialed Number Configuration 127

Remove Agent Targeting Rule Configuration 128

Remove Network Trunk Configuration 128

Remove Label Configuration 129

Remove Unified CVP PIMs 129

Install the CUCM PG 129

Install CG3 131

Modify PG1 to VRU PG 132

Uninstall CG1 132

Switch into HCS for Contact Center Deployment 132

Validate HCS for Contact Center Deployment and Build System Inventory 133

Postupgrade Tasks 133

Finesse Desktop Layout Postupgrade Tasks 134

Upgrade Unified Call Studio 134

Install Unified Call Studio 135

Initiate Metadata Synchronization for Unified CVP Rest API 135

Synchronize Metadata Files Using Sync-Up Tool 136

Upgrade VMware vSphere ESXi 136

CHAPTER 6

Appendix 137

Core Components Server 137

Install Unified Contact Center Enterprise 137

Install Unified CVP Server 138

Install Unified CVP OAMP Server 139

Install Unified CVP Reporting Server 139

Install 140

Install Publishers/Primary Nodes of VOS-Based Contact Center Applications 141

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Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications 143

Common Procedures for Deploying Unified CCDM Servers 145

Configure Windows 145

Configure Windows Feature Requirements 145

Turn off FIPS Compliance 146

Disable UAC 146

Associate Unified CCDM Component Servers with Service Provider AD Domain 147

Install the Diagnostic Framework for System CLI 147

Configure SNMP Traps 148

Enable Windows SNMP Feature 148

Configure SNMP Service for Trap Forwarding 148

Configure Windows Events to Forward to SNMP 149

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Contents

Preface

•Change History, page xi

•About this Guide, page xii

•Audience, page xii

•Related Docs, page xiii

•Obtaining Documentation and Submitting a Service Request, page xiii

•Field Alerts and Field Notices, page xiii

•Documentation Feedback, page xiii

•Conventions, page xiii

Change History

This table lists all the changes made to this guide, the most recent changes appearing at the top.

DateSeeChange

Initial Release of the Document for Release 11.5(1)

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DateSeeChange

October, 2016Configure an Identity Provider

(IdP)

Procedure to configure Identity

Provider, install and configure

Active Directory Federation

Services (AD FS)

Configure Create Golden Template

for Cisco Identity Service

Procedure to install Cisco Identity

Service

UpgradeUpgrade process of Cisco HCS for

Contact Center, upgrading of

management components and

standard contact center upgrade

Upgrade, Migration Contact Center

upgrade

Migration steps for Cisco HCS for

Contact Center 2000 agent

deployment model

February, 2017Added a new topic 'Core

Component Voice Gateway

Installation'

Core Component Voice Gateway

Installation steps

Deleted the topic Upgrade a

Perimeta Session Border Controller

Deleted upgrade steps for Perimeta

SBC

Removed all instances of Perimeta

and Perimeta SBC from the

following topics: Audience, System

Installation Dependencies, and

Additional Hardware Specification

table

Deleted Perimeta SBC and

Perimeta Instances

Updated the step: Run Service Pack

2 for SQL server

Updated the steps to deploy the

Unified CCDM Database Server

About this Guide

This document describes how to install the core and shared components, and software for a new Cisco HCS

for Contact Center solution, or to upgrade an existing Cisco HCS for Contact Center solution.

Audience

This guide is intended for users who install and upgrade Cisco HCS for Contact Center solution.

This guide assumes that you are already familiar with Cisco Contact Center products. You must acquire the

necessary knowledge and experience regarding deployment and management of virtual machines before you

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About this Guide

deploy components on VMware virtual machines. Therefore, you must have a sound knowledge of the VMware

infrastructure.

Cisco HCS for Contact Center is a subset of Core HCS, this document assumes that the HCS infrastructure

is ready to set up the contact center. Therefore, components such as UCDM, CUBE Enterprise, and PCA must

be installed as part of HCS setup.

Related Docs

Design Considerations and guidelines for deploying a Cisco HCS for Contact Center solution including various

components and subsystems. See, http://www.cisco.com/c/en/us/support/unified-communications/

hosted-collaboration-solution-contact-center/products-implementation-design-guides-list.html

Post-installation procedure for Cisco HCS for Contact Center, See http://www.cisco.com/c/en/us/support/

unified-communications/hosted-collaboration-solution-contact-center/products-installation-guides-list.html

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service

request, and gathering additional information, see What's New in Cisco Product Documentation.

To receive new and revised Cisco technical content directly to your desktop, you can subscribe to the What's

New in Cisco Product Documentation RSS feed. RSS feeds are a free service.

Field Alerts and Field Notices

Cisco can modify its products or determine key processes to be important. These changes are announced

through use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts and

Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive

announcements by selecting all products of interest.

Sign in www.cisco.com and then access the tool at https://www.cisco.com/cisco/support/notifications.html.

Documentation Feedback

To provide comments about this document, send an email message to the following address:

[email protected]

We appreciate your comments.

Conventions

This document uses the following conventions:

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Related Docs

DescriptionConvention

Boldface font is used to indicate commands, such as user entries, keys, buttons,

and folder and submenu names. For example:

•Choose Edit >Find.

•Click Finish.

boldface 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 .

italic 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>

window font

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.

< >

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CHAPTER 1

Preparation

•Installation Approach, page 1

•System Installation Dependencies, page 2

•License Requirements, page 5

•Network Infrastructure, page 7

Installation Approach

Cisco HCS for Contact Center service, delivers Cisco Unified Contact Center Enterprise (Unified CCE) in a

virtualized environment on Cisco Unified Computing System (UCS).

Cisco HCS for Contact Center offers the same shared management (service fulfillment and assurance) and

aggregation (carrier trunks) that is common for all customer instances and used for other Cisco HCS services.

Cisco Core components include, Unified CVP, Unified CCE, Unified Communication Manager, Cisco Finesse,

Unified Intelligence Center, CUBE-E. Install the core components using the golden template process as the

standard approach.

Install the shared management and aggregation layer that consists of Unified Communication Domain Manager

(UCDM), Cisco Unified Contact Center Domain Manager (Unified CCDM), Cisco Prime Collaboration -

Assurance (PCA), and Cisco Adaptive Security Appliance (ASA). This combines the Cisco HCS components

with multiple network connections and routes requests to a dedicated customer instance.

Install the network infrastructure layer that includes the implementation of UCS platform.

After you install the above, as part of post installation you can configure the customer instances for the

supported deployment models. Customers instances are configured for 500 agent deployment model, 1000

agent deployment model, 4000 agent deployment model, 12000 agent deployment model, and for small contact

center agent deployment model.

The following workflow describes the high-level installation sequence for Cisco HCS for Contact Center.

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Related Topics

Shared Component Installation, on page 9

Core Components Installation Approach, on page 45

Core Component Installation, on page 45

Shared Component Installation, on page 9

System Installation Dependencies

The components within each release set are compatible with each other and will interoperate correctly. The

overall system may not be operational until you install all components or until you complete the initial

configuration or setup.

For Nexus, ASA, Perimeta SBC supported release version, see http://www.cisco.com/c/en/us/support/

unified-communications/hosted-collaboration-solution-hcs/tsd-products-support-series-home.html.

Automation Software

Automation software is required for golden templates only.Note

NotesDownloadVersionSoftware

Download and extract the

GoldenTemplateTool.zip file to run

the automation tool. For more information,

see Automated Cloning and OS Customization

section in Configuring Guide for Cisco HCS

for Contact Center http://www.cisco.com/c/

en/us/support/unified-communications/

hosted-collaboration-solution-contact-center/

products-installation-guides-list.html.

https://communities.cisco.com/

docs/DOC-67862

11.5(1)GoldenTemplateTool zip

file

Use PowerCLI to run the automation script.

http://downloads.vmware.com/

5.5, 32-bitPowerCLI

https://my.vmware.com/group/

vmware/

details?downloadGroup=OVFTOOL420&productId=491

32-bitOVF Tool

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NotesDownloadVersionSoftware

WinImage creates a floppy image (.flp file)

from the platformConfig.xml file. This file

contains parameters for customizing VOS

primary and secondary nodes.

See http://winimage.com/

download.htm.

WinImage is shareware.

If you choose to not

purchase a licensed

copy, you will see

pop-ups when you run

this tool. Clicking No at

the pop-ups will allow

you to proceed.

Note

8.5 , 32-bitWinImage

Hardware Requirements

HCS for Contact Center Release supports Tested Reference Configurations (see Tested Reference

Configurations, on page 3) and Specification-Based Hardware (see Specification-Based Hardware Support,

on page 4)

HCS for Contact Center supports the following configurations:

•Tested Reference Configurations, on page 3

•Specification-Based Hardware Support, on page 4

•Additional Hardware Specification, on page 5

Tested Reference Configurations

This section lists the specifications for the UCS Tested Reference Configuration Servers. At the source system,

the service provider uses one core server for the golden template environment. The customer destination

system must run in a duplexed environment.

Table 1: B200 M4 Blades

Cisco UCS B200 M4 Tested Reference Configuration

(TRC) Blade Server

Server Model

Intel(R) Xeon(R) 2.60 GHz E5-2660 v3/105W

10C/25MB Cache

CPU Type

Two 10-core CPUsCPU Cores

16 X [16GB

DDR3-1866-MHz-RDIMM/PC-3-14900/dual

rank/x4/1.5v]

Memory

DisklessDisks

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Cisco UCS B200 M4 Tested Reference Configuration

(TRC) Blade Server

Server Model

Cisco UCS VIC 1240 modular LOM for M4 blade

servers

Virtual Interface

UCS-UC-B200M4Part Number

Table 2: C240 M4 Servers

Cisco UCS C240 M4SX Tested Reference

Configuration (TRC) Server

Server Model

Intel(R) Xeon(R) 2.60 GHz E5-2660 v3/105W

10C/25MB Cache

CPU Type

Two 10-core CPUsCPU Cores

16 X [16GB

DDR3-1866-MHz-RDIMM/PC-3-14900/dual

rank/x4/1.5v]

Memory

16Disks

Cisco UCS VIC 1240 modular LOM for M4 blade

servers

Virtual Interface

BE7H-M4-K9 or BE7H-M4-XUPart Number

For more information on the TRC server support, see the Virtualization for Cisco HCS for Contact Center

guide at http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/hcs_cc_virt.html

Specification-Based Hardware Support

Cisco HCS for Contact Center supports specification-based hardware, but limits this support only to the UCS

B-Series blade hardware. This section provides supported server hardware, component version, and storage

configurations.

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Table 3: Hardware Requirements

DescriptionComponentServer

You must use the processors that meet the

requirements of full UC performance. For

more information about CPU types, see http:/

/docwiki.cisco.com/wiki/UC_Virtualization_

Supported_Hardware#CPU.C2.A0Table_1_

-_Allowed_Specs-based_CPUs

CPU TypeCisco UCS B2XX Blade Server, such

as

•Cisco UCS-B200M2-VCS1

Blade Server

•Cisco UCS-B200M4 Blade

Server

•Cisco UCS-B230M2-VCDL1

Blade Server

128 GB minimumMemory

All Cisco Virtual Interface Cards (VICs) are

supported.

Virtual Interface Card

For specification-based hardware, total CPU reservations must be within 65 percent of the available host

CPU and total memory reservations must be within 80% of the available host memory.

Note

Additional Hardware Specification

The following table lists the additional hardware specification for HCS for Contact Center.

DescriptionComponentsServer

ISR G2 with a combination of

TDM and VXML.

29xx, 39xx series routers.

CUBE-ECisco Unified Border Element

Enterprise Gateway

Install on C-Series rack ServerPerimeta SBCCisco UCS C240 M3/M4 Rack

Server

Services Module with Services

Ready Engine

CUSPCisco Unified SIP Proxy

Cisco ASA 55xx series

For small contact center it should

be 5585 or 5580.

ASAAdaptive Security Appliance

License Requirements

Following is the information with respect to the number of software licenses required to deploy a single

instance of Cisco Hosted Collaboration Solution for Contact Center:

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Table 4: License Requirements for Shared Components

Total Number of LicensesSoftware TypeDevelopment Type

4Microsoft Windows Server 2012 R2

Standard Edition

Unified CCDM (dual-tier)

2Microsoft Windows SQL Server

2014 x64 Standard Edition

Table 5: License Requirements for Core Components

Total Number of

Licenses

Total Number of

Licenses

ComponentsSoftware TypeDevelopment

Type

96

3

Unified CCE

Unified CVP

Microsoft Windows

Server 2012 R2 Standard

Edition

500 Agent

deployment

for HCS for

Contact

Center 2000

Reference

44Unified CCEMicrosoft Windows SQL

Server 2014 x64

Standard Edition

96

3

Unified CCE

Unified CVP

Microsoft Windows

Server 2012 R2 Standard

Edition

2000

Reference 44Unified CCEMicrosoft Windows SQL

Server 2014 x64

Standard Edition

1710

7

Unified CCE

Unified CVP

Microsoft Windows

Server 2012 R2 Standard

Edition

4000

Reference 66Unified CCEMicrosoft Windows SQL

Server 2014 x64

Standard Edition

3924

15

Unified CCE

Unified CVP

Microsoft Windows

Server 2012 R2 Standard

Edition

12000

Reference 1010Unified CCEMicrosoft Windows SQL

Server 2014 x64

Standard Edition

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License Requirements

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