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Cisco Hosted Collaboration Solution for Contact Center Configuration Guide

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Cisco Hosted Collaboration Solution for Contact Center Configuration
Guide 12.6(1)
First Published: 2021-05-14
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CONTENTS
Preface xxix
PREFACE
Change History xxix
About this Guide xxx
Audience xxx
Related Documents xxxi
Communications, Services, and Additional Information xxxi
Field Notice xxxi
Documentation Feedback xxxii
Conventions xxxii
Clone and OS Customization 1
CHAPTER 1
Clone and OS Customization Process 2
Automated Cloning and OS Customization 2
Automated Cloning and OS Customization Using Golden Templates 3
Download Golden Template Automation Tool 3
Complete Automation Spreadsheet 3
Run Automation Script 5
OS Customization Process 6
Automated Cloning and OS Customization Using OVF 8
Complete Automation Spreadsheet for Export 8
Run Automation Script for Export 9
Transport to Desired Location 10
Ensure Readiness of the Location 10
Manual Cloning and OS Customization 10
Create Customization File for Windows Based Components 11
Deploy Virtual Machine from the Golden Template 11
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Generate Answer File for VOS Product Virtual Machines 12
Copy Answer Files to Virtual Machines 13
Configure Customer Instance 15
CHAPTER 2
Configure Customer Instance for the 2000 Agent Deployment Model 15
Upgrade VMware Tools 16
Set Up Virtual Machine Startup and Shutdown 16
Create a Domain Controller Server 17
Create a Virtual Machine for the Domain Controller 17
Install Antivirus Software 17
Enable DNS Server 19
Configure a DNS Server 20
Create Two-Way Forest Trust 20
Configure Cisco Unified CCE Rogger 20
Configure Network Cards 21
Set Local Administrator Password 22
Verify the Machine in Domain 22
Configure the Domain Manager 23
Configure Unified CCE Encryption Utility 24
Configure SQL Server for CCE Components 25
Allocate a Second Virtual Hard Drive 25
Configure the Unified CCE Logger 26
Configure the Unified CCE Router 28
Load Base Configuration 29
Configure Unified CCE AW-HDS-DDS 30
AW-HDS-DDS 31
Configure Permissions in the Local Machine 35
Configure Unified CCE PG 36
Configure CUCM Peripheral Gateway 37
Configure VRU Peripheral Gateway 39
Configure MR Peripheral Gateway 40
Configure CTI Server 43
Upgrade Cisco JTAPI Client on the Unified Communications Manager PG 44
Verify Cisco Diagnostic Framework Portico 44
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Cisco SNMP Setup 44
Start Unified CCE Services 47
Configure Unified CVP 48
Configure Unified CVP Server 48
Configure Unified CVP Reporting Server 51
Configure Cisco Unified CVP Operations Console 56
Configure Cisco IOS Enterprise Voice Gateway 65
Configure Ingress Gateway 65
Configure VXML Gateway 69
Configure Unified Communications Manager 71
Configure Unified Communications Manager Publisher 71
Configure Unified Communications Manager Subscriber 72
Unified Communications Manager License 73
Activate Services 74
Validate Clusterwide Domain Configuration 75
Upgrade Cisco JTAPI Client on the Unified Communications Manager PG 76
Configure Unified Intelligence Center Coresident Deployment 78
Configure Unified Intelligence Center Publisher 78
Configure Unified Intelligence Center Subscriber 79
Add Coresident (Cisco Unified Intelligence Center with Live Data and IdS) Machine Type to the
System Inventory 80
Install VMware Tools for Windows 81
Configure Unified Intelligence Center Reporting 81
Configure Unified Intelligence Center Administration 84
Unified Intelligence Center License and Sign-In 85
Configure Live Data AW-Access 86
Configure Live Data Machine Services 87
Configure Live Data Unified Intelligence Data Sources 88
Configure Live Data Reporting Interval 89
Configure Transport Layer Security 89
Import Reports 89
Add Certificate for HTTPS Gadget 91
Configure Cisco Finesse 92
Configure the Cisco Finesse Primary Node 92
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Configure Settings for the CTI Server and Administration and Data Server 93
Configure Cisco Finesse Secondary Node 97
Configure Cisco Finesse Administration 98
Configure SNMP 104
Create a Customer Instance for the 4000 Agent Deployment Model 105
Configure Cisco Unified CCE Rogger 105
Load Base Configuration 106
Configure Unified Intelligence Center 107
Configure Live Data Reporting System 107
Configure Cisco Identity Service 108
Configure Ids Publisher 108
Set IdS Subscriber Node 108
Configure Ids Subscriber 109
Create Customer Instance for 12000 Agent Deployment Model 109
Configure Unified CCE Logger 110
Load Base Configuration 111
Configure Unified CCE Router 111
Configure Unified CCE AW-HDS 112
AW-HDS 112
Configure Unified CCE HDS-DDS 113
HDS-DDS 114
Configure Unified Intelligence Center 115
Configure Live Data Reporting System 115
Create Customer Instance for 24000 Agent Deployment Model 116
Load Base Configuration 117
Support for 36000 Agents in HCS for CC 24000 Agent Deployment 117
Create Customer Instance for Small Contact Center Agent Deployment Model 119
Configure Unified CCE Rogger for Small Contact Center Agent Deployment 120
Load Base Configuration 121
Configure Unified CCE Router for Small Contact Center 121
Configure Shared Unified Communications Manager 122
Create DNS Server for Finesse in Small Contact Center Deployment 123
Enable DNS Server 123
Configure DNS Server 124
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Configure Host in DNS Server 125
Configure CUBE Enterprise for Small Contact Center Deployment Model 126
Configure VRF 126
Assign Interface to VRF 126
Configure Global Settings 126
Configure Codec List 127
Configure Default Services 127
Configure VRF Specific RTP Port Ranges 127
Configure IP Route 127
Configure Dial Peer 127
Integration of Customer Instance with Shared Management 131
CHAPTER 3
Certificates for CCE Web Administration 131
CA Certificates 131
Generate CSR 132
Create Trusted CA-Signed Server or Application Certificate 133
Import CA Certificate into AW Machines 134
Upload and Bind CA-Signed Certificate 134
Self-signed Certificates 136
Import CCE Component Certificates 137
Import VOS Components Certificate 139
Certificates for Live Data 139
Certificates and Secure Communications 139
Self-Signed Certificates and Third-Party CA Certificates 140
Produce Certificate Internally 142
Set up Microsoft Certificate Server for Windows Server 142
Download CA certificate 143
Change Java Truststore Password 144
Single Sign-on Integration 144
Establish Trust Relationship for Cisco IdS 144
Integrate the Customer Instance to the Shared ADFS 145
Integrate Cisco IdS to the Shared Management AD FS 145
Federate the Customer ADFS to the Shared Management ADFS 148
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Optionally Customize the ADFS Sign-In Page in Windows Server to Hide Federated Domains
List 150
Enable Signed SAML Assertions 151
Unified CCDM Integration 151
Configure Unified CCE Servers in Unified CCDM Cluster 152
Unified CCE Prerequisites 152
Establish Two-Way Forest Trust 154
Launch the Integrated Configuration Environment 157
Setup Unified CCE Servers in Unified CCDM Cluster 157
Create an Equipment Mapping 159
Configure Unified CVP Servers in Unified CCDM Cluster 159
Setup Unified CVP Servers in Unified CCDM Cluster 159
Equipment Mapping for CVP with CCDM 161
Create Users in Active Directory 161
Configure Unified CCE for Partitioned Internet Script Editor 162
Configure Unified CCE Admin Workstation for Internet Script Editor 162
Install Internet Script Editor 163
Deployment Specific Configurations 164
Integration of Small Contact Center Agent Deployment for UCCE with CCDM 164
Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with
CCDM 170
Configure IDP 170
Configure Metadata Exchange to IDP 171
Add Identity Server on Hosted AD FS 171
Add the Claim Rules 172
Configure AD FS for Federated Scenario 174
Cisco UCDM Integration 179
Basic Configuration of Unified Communication Domain Manager 179
Add Customer 179
Setup Cisco Unified Communication Manager Servers 179
Configure Network Device List 180
Add Site 181
Add Customer Dial Plan 181
Add Site Dial Plan 181
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ASA Integration 182
Integration of ASA for HCS for CC Deployment model 182
Configure Interfaces in the System Execution Space 184
Configure Security Contexts 184
Configure Interfaces in the Customer Instance Context 185
Configure Access-list in the Customer Instance Context 186
Configure NAT in the Customer Instance Context 186
Integration of ASA for Small Contact Center Deployment Model 187
Configure Interfaces in the System Execution Space 189
Configure Security Contexts for each Sub-customer Context 190
Configure Interfaces in each Sub-Customer Instance Context 190
Configure Access-list in the Sub-customer Instance Context 191
Configure Static NAT in the Sub-customer instance Context 191
Session Border Controller Integration 192
Cisco Prime Collaboration Assurance Integration for Small Contact Center Deployment Model 192
Customer Management for Prime Collaboration Assurance 192
Add Cluster 193
Add Contact Center Components 193
Unified CCE Administration 195
CHAPTER 4
Unified CCE Administration 196
Smart Licensing 196
Smart Licensing Capabilities 196
Documentation Resources 197
Prerequisites for Smart Licensing 197
Smart License Deployments 197
Smart Licensing Task Flow 198
Obtain the Product Instance Registration Token 199
Configure Transport Settings for Smart Licensing 200
Select License Type 200
Register with Cisco Smart Software Manager 201
Registration, Authorization, and Entitlement Status 202
Out-Of-Compliance and Enforcement Rules 204
License States 204
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Notifications and Alerts 206
License Consumption Calculation 207
License Computation Scenario 1 207
License Computation Scenario 2 207
New Deployments 208
Migrate to Smart Licensing 208
PAK-Based Migration 208
Device-Based Conversion 209
License Management 209
Smart Licensing Tasks 210
Renew Authorization 210
Renew Registration 210
Reregister License 211
Deregister License 211
Best Practices 212
Provision Unified CCE Using Unified CCDM 212
CRUD Operations for Unified CCDM Objects 213
Configure User 214
Configure Departments 218
Configure Agents 219
Configure Agent Desktop 221
Configure Agent Team 222
Configure Call Type 224
Configure Precision Routing 225
Configure Network VRU Scripts 230
Configure Dialed Number 231
Configure Enterprise Skill Group 233
Configure Expanded Call Variable 234
Configure ECC Payload 235
Configure Folder 236
Configure Group 238
Configure Label 240
Configure Person 241
Configure Supervisors 243
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Configure Service 243
Configure Skill Group 244
Configure Route 246
Agent Re-skilling and Agent Team Manager 246
Configure User Variable 249
View the Unified CCDM Version 250
Bulk Operations Using Unified CCDM 251
Manage Roles 266
Configure Gadgets 273
Provision Unified CCE Using Administration Workstation 274
Set up Agent Targeting Rules 274
Provision Unified CCE Using Web Administration 275
Set Up Reason Code 275
Contact Center AI Configuration 275
Contact Center AI Services 277
Provision Routing Script Using Internet Script Editor 279
Unified CVP Administration 280
Provisioning Unified CVP Using Unified CCDM 280
Uploading the Media File 280
Uploading the IVR Script 281
Unified Communication Manager Administration 281
Provision Unified Communications Manager Using UCDM 281
CRUD Operations for UCDM Objects 282
Provisioning Contact Center Server and Contact Center Services 283
Configure SIP Trunks 286
Configure Route Groups 288
Configure Route List 289
Configure Route Patterns 291
Configure Cisco Unified CM Group 292
Configure Device Pool 293
Configure Directory Number Inventory and Lines 294
Configure Phones 295
Configure Regions 297
Configure Class of Service 298
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Associate Phone to Application User 300
Disassociate Unified Communication Manager from UCDM 300
Built-in-Bridge 301
Bulk Operations Using UCDM 302
Increase the SW MTP and SW Conference Resources 303
Single Sign-on Administration 304
Set up the System Inventory for Single Sign-On 304
Configure the Cisco Identity Service 305
Register Components and Set Single Sign-On Mode 307
Graceful Shutdown 308
Components Enabled for Graceful Shutdown 309
Components Enabled for Graceful Shutdown 309
Unified CCE Outbound Option Dialer Graceful Shutdown 310
Unified CCE Media Routing PG Graceful Shutdown 310
Unified CCE VRU PG Graceful Shutdown 310
Graceful Shutdown Caveats 310
Orchestration Framework and Maintenance Mode 311
Smart Licensing 312
Smart Licensing Capabilities 312
Documentation Resources 313
Prerequisites for Smart Licensing 313
Smart License Deployments 313
Smart Licensing Task Flow 314
Obtain the Product Instance Registration Token 315
Configure Transport Settings for Smart Licensing 316
Select License Type 316
Register with Cisco Smart Software Manager 317
Registration, Authorization, and Entitlement Status 318
Out-Of-Compliance and Enforcement Rules 320
License States 321
Notifications and Alerts 322
License Consumption Calculation 323
License Computation Scenario 1 323
License Computation Scenario 2 324
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New Deployments 324
Migrate to Smart Licensing 324
PAK-Based Migration 324
Device-Based Conversion 325
License Management 326
Smart Licensing Tasks 326
Renew Authorization 327
Renew Registration 327
Reregister License 327
Deregister License 328
Best Practices 328
Provision Unified CCE Using Unified CCDM 329
CRUD Operations for Unified CCDM Objects 330
Configure User 331
Create User 331
Configure an Imported Unified CCE User 332
Assign Roles to Users 333
Assign Permission to Sub-customer Tenant and User 333
Edit User 333
Delete User 334
Configure Departments 334
Create a Department 334
Edit a Department 335
Move a Department 335
Delete a Department 335
Configure Agents 335
Create an Agent 336
Edit an Agent 337
Delete an Agent 337
Configure Agent Desktop 338
Create an Agent Desktop 338
Edit an Agent Desktop 338
Delete an Agent Desktop 338
Configure Agent Team 339
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Create an Agent Team 339
Edit an Agent Team 340
Delete an Agent Team 340
Configure Call Type 340
Create a Call Type 341
Edit a Call Type 341
Delete a Call Type 341
Configure Precision Routing 342
Configure Precision Attribute 342
Assign Precision Attribute to an Agent 343
Configure Precision Queue 344
Create Routing Scripts 345
Configure Network VRU Scripts 346
Create Network VRU Script 346
Edit Network VRU Scripts 347
Delete Network VRU Scripts 347
Configure Dialed Number 348
Create a Dialed Number 348
Edit a Dialed Number 348
Delete a Dialed Number 349
Configure Enterprise Skill Group 349
Create an Enterprise Skill Group 349
Edit an Enterprise Skill Group Configuration 350
Delete an Enterprise Skill Group 350
Configure Expanded Call Variable 350
Create an Expanded Call Variable 351
Edit an Expanded Call Variable 351
Delete an Expanded Call Variable 351
Configure ECC Payload 352
Create an ECC Payload 352
Edit an ECC Payload 353
Delete an ECC Payload 353
Configure Folder 353
Create Folders 353
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Rename a Folder 354
Move Folder 354
Delete Folder 354
Configure Group 355
Create a Group 355
Edit a Group 355
Move a Group 356
Delete a Group 356
Configure Label 356
Create a Label 357
Edit a Label 357
Delete a Label 357
Configure Person 358
Create a Person 358
Edit a Person 358
Delete a Person 359
Configure Supervisors 359
Configure Service 360
Create Service 360
Edit Service 361
Delete Service 361
Configure Skill Group 361
Create a Skill Group 361
Edit a Skill Group 362
Delete a Skill Group 362
Configure Route 363
Agent Re-skilling and Agent Team Manager 363
Configure Supervisor for Agent Re-skill and Agent Team Manager in CCDM 364
Associating Supervisor Agent to Agent Team 364
View Skill Group 364
Add an Agent to Skill Group 365
Remove an Agent from Skill Group 365
View Agent Team 365
Modify Agent Team 366
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Configure User Variable 366
Create a User Variable 366
Edit a User Variable 367
Delete a User Variable 367
View the Unified CCDM Version 367
Bulk Operations Using Unified CCDM 368
Bulk Upload for Unified CCDM 368
Templates for Creating CSV Files 369
Manage Roles 383
Default Roles 383
Create a Global Role 383
Assign a Global Role 384
Edit a Global Role 384
Delete a Global Role 385
Create a Folder Role 385
Assign a Folder Role 385
Edit a Folder Role 386
Delete a Folder Role 386
Global Role Tasks 386
Folder-Based Roles 389
Configure Gadgets 390
Create Gadget 390
Edit Gadget 390
Delete Gadget 391
Provision Unified CCE Using Administration Workstation 391
Set up Agent Targeting Rules 391
Provision Unified CCE Using Web Administration 392
Set Up Reason Code 392
Contact Center AI Configuration 392
Associate Contact Center AI Configuration with All Call Types 392
Associate Contact Center AI Configuration with a Call Type 393
Contact Center AI Services 394
Enable or Disable Contact Center AI Services for an Agent 394
Enable or Disable Contact Center AI Services for Multiple Agents 395
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Enable or Disable Contact Center AI Services for Agents using Bulk Job 395
Provision Routing Script Using Internet Script Editor 396
Unified CVP Administration 397
Provisioning Unified CVP Using Unified CCDM 397
Uploading the Media File 397
Uploading the IVR Script 398
Unified Communication Manager Administration 398
Provision Unified Communications Manager Using UCDM 398
CRUD Operations for UCDM Objects 399
Provisioning Contact Center Server and Contact Center Services 400
Configure SIP Trunks 403
Configure Route Groups 405
Configure Route List 406
Configure Route Patterns 408
Configure Cisco Unified CM Group 409
Configure Device Pool 410
Configure Directory Number Inventory and Lines 411
Configure Phones 412
Configure Regions 414
Configure Class of Service 415
Associate Phone to Application User 417
Disassociate Unified Communication Manager from UCDM 417
Built-in-Bridge 418
Bulk Operations Using UCDM 419
Increase the SW MTP and SW Conference Resources 420
Single Sign-on Administration 421
Set up the System Inventory for Single Sign-On 421
Configure the Cisco Identity Service 422
Register Components and Set Single Sign-On Mode 424
Graceful Shutdown 425
Components Enabled for Graceful Shutdown 426
Components Enabled for Graceful Shutdown 426
Unified CCE Outbound Option Dialer Graceful Shutdown 427
Unified CCE Media Routing PG Graceful Shutdown 427
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Unified CCE VRU PG Graceful Shutdown 427
Graceful Shutdown Caveats 427
Orchestration Framework and Maintenance Mode 428
Configure Core Component Integrated Options 431
CHAPTER 5
Configure Courtesy Callback 431
Configure Gateway 432
Configure the VXML Gateway for Courtesy Callback 432
Configure the Ingress Gateway for Courtesy Callback 433
Configure CUBE-E for Courtesy Callback 435
Configure Unified CVP 435
Configure the Reporting Server for Courtesy Callback 435
Configure the Call Studio Scripts for Courtesy Callback 436
Configure the Media Server for Courtesy Callback 439
Configure Unified CCE 439
Configure the ICM Script for Courtesy Callback 439
Configure Agent Greeting 442
Configure Gateway 442
Republish the tcl scripts to VXML Gateway 442
Set Cache Size on VXML Gateway 443
Configure Unified CVP 443
Configure FTP Enabled in Server Manager 443
Configure Unified CVP Media Server 445
Configure the Call Studio Scripts for Record Agent Greeting 445
Set Content Expiration in IIS (Windows Server) in Media 446
Configure Unified CCE 447
Create Agent Greeting Play Script 447
Create Agent Greeting Recording Script 448
Import the Example Agent Greeting Scripts 449
Configure Call Types 449
Configure Dialed Numbers 449
Schedule the Script 450
Configure Agent Greeting 450
Modify the Unified CCE call routing scripts to use Play Agent Greeting script 451
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Configure Unified Communications Manager 452
Built-in-Bridge 452
Configure Whisper Announcement 453
Configure Gateway 453
Configure Unified CVP 453
Configure the Whisper Announcement Service Dialed Numbers 453
Configure Unified CCE 454
Create Whisper Announcement Script 454
Configure Database Integration 454
Configure Unified CVP 454
Configure VXML Database Element 454
Configure Unified CCE 457
Configure ICM Database Lookup 457
Configure Unified Mobile Agent 459
Configure Gateway for SCC Deployment with VRF 460
Configure Dial Peer for Sub-Customer1 CUCM 460
Configure Dial Peer for Sub-Customer2 CUCM 460
Configure Unified CCE 460
Enable Mobile Agent Option in CTI OS Server 461
Configure Unified Communications Manager 461
Configure CTI Port 461
Tag CTI Ports as Contact Center Agent Lines 463
Configure Outbound Dialer 464
Configure Gateway 464
Configure Unified CVP 466
Add Outbound Configuration to an Existing Unified CVP Call Server 466
Configure Unified CCE 466
Add Outbound Option Database Using ICMDBA Tool 467
Configure the Logger for Outbound Option 467
Configure Outbound Dialer 468
Create Outbound PIM 468
Configure SIP Outbound 468
Install SIP Dialer Using Peripheral Gateway Setup 476
Add DNP Host File 478
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Outbound Option Enterprise Data 478
Configure Unified Communications Manager 479
Add Normalization Script 479
Configure Trunk towards the Outbound Gateway 479
Configure Post Call Survey 480
Configure Post Call Survey in CVP 480
Configure Unified CCE 480
Configure ECC Variable 480
Configure a-Law Codec 481
Configure Gateway 481
Configure Ingress Gateway 481
Configure VXML Gateway 482
Configure Unified CVP 483
Enable Recording for Agent Greeting and Courtesy Callback 484
Configure Unified Communication Manager 485
Configure Unified CM Based Silent Monitoring 485
Add Monitoring Calling Search Space for the device 485
Configure Unified Communication Manager 486
Configure Music On Hold Server Audio Source 486
Set up Service Parameters for Music on Hold 487
Set up Phone Configuration for Music on Hold 487
Install and Configure Optional Cisco Components 489
CHAPTER 6
SPAN-Based Silent Monitoring 489
Install SPAN-Based Silent Monitoring 489
SPAN-Based Silent Monitoring Configuration 490
Configurations for SPAN from Gateway 490
Configurations for SPAN from Call Manager 491
Cisco Unified SIP Proxy 491
Install Cisco Unified SIP Proxy 492
Installation of CUSP 492
Post Installation Configuration Tool 492
Obtaining New or Additional Licenses 496
Configure Cisco Unified SIP Proxy Server 497
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