Cisco Hosted Collaboration Solution for Contact Center Configuration Guide

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

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

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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