Cisco Unified Contact Center Enterprise 12.5(1) User guide

Category
Software
Type
User guide
Cisco Unified Contact Center Enterprise Installation and Upgrade Guide,
Release 12.5(1)
First Published: 2020-02-03
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CONTENTS
Preface xvii
PREFACE
Change History xvii
About This Guide xviii
Audience xviii
Related Documents xviii
Communications, Services, and Additional Information xix
Field Notice xix
Documentation Feedback xx
Conventions xx
Preparation 1
CHAPTER 1
Scenarios 1
Installation Scenario 1
Upgrade Scenarios 1
System Requirements 2
Platform Requirements 3
Network Requirements 3
Transport Layer Security Version 1.2 Required 4
Software License Requirements 4
Virtualization Requirements 4
ESXi Supportability 5
Compatibility Requirements 5
Java Requirements 6
Installation Overview 7
CHAPTER 2
Installation Tools 7
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Preinstallation 9
CHAPTER 3
Preinstallation Task Flow 9
Preinstallation Tasks 9
Set up Active Directory 9
Set Up Virtual Machines 10
Verify Datastores 10
Configure HyperFlex M5 series 10
Configure RAID for C240 M5SX 10
Download Unified CCE OVA Files 11
Create a Virtual Machine from the OVA 11
Allocate a Second Virtual Hard Drive 13
Mount ISO Files 14
Unmount ISO File 14
Set Up Third-Party Software 14
Install Microsoft Windows Server 14
Set Windows Locale 16
Install Vmware Tools 17
Initialize and Format Secondary Disk 17
Install Microsoft SQL Server 18
Increase Database and Log File Size for TempDB 22
Install Antivirus Software 22
Set Up Virtual Machines for Installation 23
Validate Network Adapter Settings and Power On 23
Configure Network Cards 24
Set Persistent Static Routes 24
Configure Private Ethernet Card 25
Configure Public Ethernet Card 26
Verification of the Downloaded ISO 26
Installation 29
CHAPTER 4
Installation Task Flow 29
Installation Tasks 30
Install Unified CCE Software 31
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Set up Organizational Units 31
Add a Domain 31
Add Organizational Units 32
Add Users to Security Groups 32
Add Unified CCE Instance 33
Set Up Unified CCE Central Controller and Administration and Data Server Components 33
Create Component Databases 33
Add Components to Unified CCE Instance 36
Set up Peripheral Gateways 41
Configure Peripheral Gateways in PG Explorer 41
Add Peripherals to Peripheral Gateways 42
Configure Peripheral Gateway Setup 45
Install Cisco JTAPI Client on PG 48
Set up CTI Server 50
Add CTI Server Component 50
Set CTI Server Properties 50
Set CTI Server Component Properties 50
Set CTI Server Network Interface Properties 51
Complete CTI Server Setup 52
Install Unified CCE Administration Client 52
Install Administration Client 52
Set up Administration Client 53
Install Unified CCE Language Pack 54
Java Upgrades 54
Upgrade OpenJDKUtility 55
Upgrade Tomcat Utility 56
Upgrade Tomcat 56
Revert Tomcat 57
Silent Installation 57
Silent Installation Prerequisites for Unified CCE Release 12.5(1) 57
Perform a Silent Installation for Unified CCE Release 12.5(1) 58
Set Deployment Type in Unified CCE Administration Configuration 58
Cisco Finesse Server Installation 59
Installation Task Flow 59
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Install Finesse on Primary Node 60
Configure Contact Center Enterprise Administration and Data Server settings 63
Contact Center Enterprise CTI Server Settings 64
Restart Cisco Finesse Tomcat 66
Validate Configuration 67
Configure Cluster Settings 67
Install Finesse on Secondary Node 67
Check Replication Status 70
Install Cisco Identity Service Standalone Deployment 70
Install Publisher/Primary Node of Cisco Identity Service 71
Set IdS Subscriber Node 72
Install Subscriber/Secondary Node of Cisco Identity Service 72
Live Data Standalone Installation 74
Install Publisher/Primary Node of Live Data 74
Set Live Data Secondary Node 76
Install Subscriber/Secondary node of Live Data 76
Configure Live Data Machine Services 77
Configure Live Data for Unified Intelligence Center Data Sources 78
Configure Cross Origin Resource Sharing (CORS) for Live Data 79
Restart Live Data 79
Set Up Certificates for Live Data 79
Install Coresident Deployment (Cisco Unified Intelligence Center with Live Data and IdS) 80
Install Publisher/Primary Node of Co-resident Deployment (Cisco Unified Intelligence Center
with Live Data and IdS) 81
Install Subscriber/Secondary Node of Co-resident Deployment (Cisco Unified Intelligence Center
with Live Data and IdS) 82
Add Coresident (Cisco Unified Intelligence Center with Live Data and IdS) Machine Type to the
System Inventory 83
Configure Live Data Unified Intelligence Center Data Sources 84
Restart Live Data 84
Install Cloud Connect 84
Install Publisher or Primary Node of Cloud Connect 85
Set Subscriber or Secondary Node of Cloud Connect 86
Install Subscriber or Secondary Node of Cloud Connect 86
Initial Configuration for Cloud Connect 88
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Install VMware Tools for VOS 89
Initial Configuration 91
CHAPTER 5
Initial Configuration Overview 91
Initial Configuration Task Flow 91
Initial Configuration Tasks 92
Configure Permissions in the Local Machine 92
Configure Registry Permissions 92
Configure AW-HDS Database Permissions 92
Configure Folder Permissions 93
Configure Cisco Unified Contact Center Enterprise 93
Access Configuration Manager tool 94
Configure Media Routing Domain 94
Configure Trunk Groups 95
Configure Network VRU Bank 96
Configure services 97
Configure dialed numbers 98
Configure call types 100
Configure Variables 101
Configure Users 105
Configure Network VRUs 112
Configure scripts 113
Configure Agent Targeting Rules 116
Configure translation routes 116
Configure Skill Groups or Precision Routing 118
Configure Precision Routing 121
Configure routes 127
Perform Bulk Configuration 128
Configure Cisco Unified Intelligence Center 133
Sign In to Administration Console 133
Configure SQL User Account 134
Configure Data Sources 135
Download Report Bundles 139
Import Report Bundles 139
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Configure Unified Intelligence Center Administration 140
Configure Cisco Unified Customer Voice Portal 141
Configure Unified CVP Server 141
Configure Unified CVP Reporting Server 141
Configure Unified CVP Operations Console 144
Configure Cisco Unified Communications Manager 157
Set Up Device Pool 157
Set Up Unified Communications Manager Groups 157
Set Up CTI Route Point 157
Set Up Trunk 158
Set Up Application User 158
Set Up SIP Options 159
Set Up Route Pattern 159
Set Up Conference Bridge 160
Set Up Media Termination Point 160
Set Up Transcoder 160
Set Up Media Resource Group 161
Set Up and Associate Media Resource Group List 161
Set Up Enterprise Parameters 162
Configure Mobile Agent 162
Configure Local Trunk 163
Configure Outbound Dialer 164
Configure A-Law Codec 164
Configure Support for Multiline Agent Control 165
Configure Caller-Specific Music on Hold 165
Configure Cisco Finesse 167
Configure Contact Center Enterprise CTI Server Settings 167
Configure Contact Center Enterprise Administration & Data Server Settings 168
Configure Cluster Settings 169
Restart Cisco Finesse Tomcat 169
Check Replication Status 170
Ensure Agents Have Passwords 170
Ensure Logout Non-Activity Time for Agents is Configured 170
Ensure Agents Can Sign in to Desktop 171
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Obtain and Upload CA Certificate 172
Deploy Certificate in Browsers 173
Accept Security Certificates 176
Configure DNS on Clients 179
Live Data Reports 180
Initial Configuration Troubleshooting 186
Upgrade Overview 191
CHAPTER 6
Upgrade Overview 191
Multistage Upgrade Workflow for 2000 Agents Deployment 194
Upgrade Flowcharts 196
Multistage Upgrade Workflow for 4000 Agents and above Deployments 200
Upgrade Flowcharts 203
Data Migration Considerations 211
Enable and Disable TDE on a Database 213
Silent Upgrade 214
Unified CCE Upgrade Overview 214
Upgrade Prerequisites 215
Common Ground Upgrade 217
CHAPTER 7
Preupgrade Overview 217
Common Ground Preupgrade Task Flow 218
Common Ground Preupgrade Tasks 219
Disable Configuration Changes 219
Virtual Machine Snapshot for CCE Component Virtual Machines 220
VM Hardware Version Upgrade 220
Increase the Provisioned Disk Size for Unified Intelligence Center VMs (Standalone and Coresident)
221
Common Ground Upgrade Task Flow 221
Common Ground Upgrade Tasks 224
Migrate Unified CCE Logger Database and Upgrade Logger 224
Upgrade Unified CCE Call Router 225
Migrate HDS Database and Upgrade Unified CCE Administration & Data Server 226
Upgrade Unified CCE Administration Client 227
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Enable Configuration Changes 227
Upgrade Peripheral Gateways 227
Upgrade Outbound Option Dialer 228
Common Upgrade Tasks 229
CHAPTER 8
Upgrade Voice and Data Gateways 229
Bring Upgraded Side A into Service 230
Verify Operation of Upgraded Side B Call Router and Logger 231
Disable Outbound Options High Availability (If Applicable) 233
Upgrade Cisco JTAPI Client on PG 234
Database Performance Enhancement 234
Performance Enhancement of TempDB 234
Performance Enhancement of Logger Database 235
Performance Enhancement of AW-HDS Database 236
Improve Reporting Performance 236
Reduce Reserved Unused Space for HDS 236
Update User Role 237
Certificates for CCE Web Administration 237
CA Certificates 237
Generate CSR 238
Create Trusted CA-Signed Server or Application Certificate 239
Import CA Certificate into AW Machines 240
Upload and Bind CA-Signed Certificate 240
Self-Signed Certificates 242
Import CCE Component Certificates 243
Import VOS Components Certificate 245
Certificates for Live Data 246
Certificates and Secure Communications 246
Self-Signed Certificates and Third-Party CA Certificates 246
Produce Certificate Internally 249
Deploy Root Certificate for Browsers 250
Set Up CA Certificate for Internet Explorer Browser 251
Set Up CA Certificate for Firefox Browser 251
Change Java Truststore Password 252
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Technology Refresh Upgrade 253
CHAPTER 9
Preupgrade Overview 253
Technology Refresh Preupgrade Task flow 254
Disable Configuration Changes 254
Export the Server Registry 254
Technology Refresh Upgrade Task Flow 255
Technology Refresh Upgrade Tasks 257
Migrate the Logger Database and Upgrade the Logger 258
Upgrade Unified CCE Call Router 259
Migrate the HDS Database and Upgrade the Unified CCE Administration & Data Server 260
Synchronizing or Updating Configuration and Historical Data from Production Server to Staged
Server During Cut Over 262
Upgrade Peripheral Gateways 262
Upgrade Outbound Option Dialer 263
Upgrade Unified CCE Administration Client 264
Upgrade from a Standalone Deployment to a Coresident Deployment (Cisco Unified Intelligence Center
with Live Data and IdS) 265
CHAPTER 10
Set Deployment Type in Unified CCE Administration Configuration 265
Install and Upgrade COP File 266
Install Publisher/Primary Nodes of VOS-Based Contact Center Applications 266
Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications 268
Set Up the System Inventory 269
Configure Live Data with AW 270
Configure Live Data Unified Intelligence Center Data Sources 271
Restart Live Data 271
Uninstall Unified CCE Release 12.5(1) 273
CHAPTER 11
Uninstallation of Base CCE 273
Testing 275
CHAPTER 12
Testing Overview 275
Testing Tasks 275
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Verify Upgrade to Cisco Unified Customer Voice Portal 275
Verify IOS Gateway Upgrade 276
Verify Upgrade to Cisco IOS-Based Transcoders and Conference Bridges 277
Verify Upgrade to Cisco Unified CCE Router and Logger 277
Verify Upgrade to Cisco Real Time Administration Workstation, Historical Database Server 278
Verify Upgrade to Peripheral Gateways 279
Verify Redundancy 279
Verify Upgrade to Cisco Unified Communications Manager 279
CCE Orchestration 281
CHAPTER 13
Overview 281
Email Notification 281
Orchestration in CCE Deployment 282
System Requirements 282
Orchestration Support using Cloud Connect Server 283
Parallel Execution of CLI 283
Orchestration Deployment Task Flow 283
Administration Task Flow 284
Maintenance Task Flow 284
Deployment Tasks 285
Generate the Artifactory API Key 285
CLI to configure Artifactory URL and API Key 285
Onboard VOS Nodes to Orchestration Control Node 287
Onboard Windows Nodes to Orchestration Control Node 288
Add Deployment Type and Deployment Name 288
Validate Onboarded Nodes for Orchestration 289
Configure HTTP Proxy Settings 290
Configure Email Notification 291
Configure Windows Server for Updates (Optional) 293
Administration Tasks 293
Check Installed Software Version and Patches 293
Install or Rollback Patch for Cloud Connect Server 293
List Available Patches for Specific Node or Group of Nodes 294
Install Patch to Specific Node or Group of Nodes 295
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Roll Back Patch from Specific Node or Group of Nodes 295
Install Windows Updates to Specific Node or Group of Nodes 296
Roll Back Windows Update from Specific Node or Group of Nodes 297
Enable or Disable Compatibility Enforcement 297
List Available Upgrade Options 298
Upgrade a Specific Node or Group of Nodes or All Nodes 298
Perform Switch Forward on Specific VOS Node or Group of Nodes 299
Roll Back Upgrade from Specific Node or Group of Nodes 300
Check Status 301
Check Last Known Orchestration Operation Status on Remote Node 302
Start ICM Services 302
Maintenance Tasks 303
Update VOS Nodes Onboarded to Orchestration Control Node 303
Remove VOS Nodes from Orchestration Control Node 303
Update Windows Nodes Onboarded to Orchestration Control Node 303
Validate Updated Nodes Onboarded for Orchestration 303
Configure Email Configuration 304
Delete Configuration for Email Notification 305
Unsubscribe Email Notification 305
Export and Import of Nodes Managed by Orchestration Control Node 306
Export Current Patch Level Details 307
Serviceability 307
Enable and View Windows Open SSH Logs 308
Configure the SSH Public Key on Windows nodes 309
Self-Signed Certificate 309
Get Tomcat Certificate from Cloud Connect Server 310
Import Cloud Connect Server Tomcat Certificate to VOS Nodes 310
Things to Know 310
CLI Commands during Installation and Upgrade 313
APPENDIX A
Live Data CLI Commands 313
Supported Character Set for Live Data Installation CLI Commands 313
Privilege Levels for Live Data Commands 314
Live Data AW DB Access 314
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set live-data aw-access 314
unset live-data aw-access 315
show live-data aw-access 315
Live Data Cluster Configuration 316
set live-data secondary 316
unset live-data secondary 316
show live-data secondary 316
Live Data Reporting Configuration 316
set live-data reporting-interval 316
show live-data reporting-interval 317
unset live-data reporting-interval 317
Live Data Services Registration 317
set live-data cuic-datasource 317
show live-data cuic-datasource 318
unset live-data cuic-datasource 319
set live-data machine-services 319
show live-data machine-services 320
Live Data CORS Configuration 320
utils live-data cors status 321
utils live-data cors enable 321
utils live-data cors disable 321
utils live-data cors allowed_origin list 321
utils live-data cors allowed_origin add 322
utils live-data cors allowed_origin delete 322
utils live-data cors allowed_headers list 322
utils live-data cors allowed_headers add 323
utils live-data cors allowed_headers delete 323
utils live-data cors exposed_headers list 323
utils live-data cors exposed_headers add headers 323
utils live-data cors exposed_headers delete 324
Transport Layer Security CLI Commands 324
TLS Server Minimum Version 324
set tls server min-version 324
show tls server min-version 325
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TLS Client Minimum Version 325
set tls client min-version 325
show tls client min-version 325
Cloud Connect CLI Command 325
set cloudconnect subscriber 325
show cloudconnect subscriber 325
unset cloudconnect subscriber 326
set cloudconnect evapoint config 326
show cloudconnect evapoint config 326
utils cloudconnect evapoint test-connectivity 327
set cloudconnect cherrypoint config 327
show cloudconnect cherrypoint config 328
utils cloudconnect cherrypoint test-connectivity 328
Migrate from Co-resident Deployment to Standalone Deployment 329
APPENDIX B
Upgrade from Co-resident to Standalone Deployments 329
Set up the System Inventory for Standalone Deployment 330
Upgrading Live Data for 24k Deployment Type 330
IPv6 Configuration 333
APPENDIX C
Configure NAT64 for IPv6-Enabled Deployment 333
Configure DNS for IPv6 334
Determine IPv6 Translation of IPv4 Address for DNS Entry 334
Set Up IPv6 for VOS-Based Contact Center Applications 335
Set Up IPv6 Using Cisco Unified Operating System Administration 335
Set Up IPv6 for VOS-Based Applications Using the CLI 336
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Contents
Preface
•Change History, on page xvii
•About This Guide, on page xviii
•Audience, on page xviii
•Related Documents, on page xviii
•Communications, Services, and Additional Information, on page xix
•Field Notice, on page xix
•Documentation Feedback, on page xx
•Conventions, on page xx
Change History
This table lists changes made to this guide. Most recent changes appear at the top:
DateSeeChange
Initial Release of Document for Release 12.5(1)
May 2021CCE Orchestration, on page 281CCE Orchestration
Mar, 2021Java Upgrades, on page 54OpenJDK updates
Upgrade Tomcat Utility, on page 56
Certificates for CCE Web Administration,
on page 237
Change Java Truststore Password, on page
252
March 2021Java Requirements, on page 6
Added a new section
December 2020Install Microsoft Windows ServerEdge Chromium (Microsoft Edge) updates
Set Up CA Certificate for Chrome and
Edge Chromium (Microsoft Edge)
Browsers
Accept Security Certificates
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DateSeeChange
Initial Release of Document for Release 12.5(1)
February 2020Verification of the Downloaded ISO
Added new procedure
Bring Upgraded Side A into ServiceCCEDataProtectTool updates
Multistage Upgrade Workflow for 2000
Agents Deployment
Updated the Common Groung Upgrade
Workflow for 2000 Agents Deployment
Upgrade Tomcat Utility
Upgrade Tomcat
Updated Tomcat version
Certificates for CCE Web AdministrationAdded a new topic for certificates
Configure Folder PermissionsAdded certificate information
Common Ground Upgrade Task Flow
Common Upgrade Tasks
Install Cloud Connect
Added a new section for Cloud Connect
Installation
About This Guide
This guide describes how to install the components and software for a new Unified CCE system, or to upgrade
an existing Unified CCE system.
Audience
This guide is intended for users who install and upgrade Unified CCE contact centers.
The procedures assume that the system has been thoroughly designed and staged in preparation for the
installation or upgrade.
Related Documents
LinkSubject
Design GuideDesign considerations and guidelines for deploying
a Unified CCE solution, including its various
components and subsystems.
Staging GuideSystem diagrams, staging steps and sample test cases
for supported models of Unified CCE.
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Preface
About This Guide
LinkSubject
Preinstallation and PlanningPre-installation requirements and issues to address
when you prepare for a Unified CCE installation.
Communications, Services, and Additional Information
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• 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.
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Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system
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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.
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Communications, Services, and Additional Information
Documentation Feedback
To provide comments about this document, send an email message to the following address:
We appreciate your comments.
Conventions
This document uses the following conventions:
DescriptionConvention
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.
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 Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide.
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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Cisco Unified Contact Center Enterprise 12.5(1) User guide

Category
Software
Type
User guide

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