Cisco Unified Contact Center Enterprise 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

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

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

• To submit a service request, visit Cisco Support.

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

Cisco Marketplace.

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

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

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system

that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides

you with detailed defect information about your products and software.

Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that

typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice

Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume

RSS feeds when new announcements are released for the following notices:

• Cisco Security Advisories

• Field Notices

• End-of-Sale or Support Announcements

• Software Updates

• Updates to Known Bugs

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

mynotifications.

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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:

[email protected]

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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