Cisco Hosted Collaboration Solution for Contact Center Configuration Guide

Cisco Hosted Collaboration Solution for Contact Center Configuration

Guide, Release 11.6(1)

First Published: 2017-08-24

Last Modified: 2018-06-05

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CONTENTS

Preface xxi

PREFACE

Change History xxi

About this Guide xxii

Audience xxii

Related Documents xxiii

Communications, Services, and Additional Information xxiii

Field Notice xxiii

Documentation Feedback xxiv

Conventions xxiv

Clone and OS Customization 1

CHAPTER 1

Configure Customer Instance 21

CHAPTER 2

Configure Customer Instance for the 2000 Agent Deployment Model 21

Upgrade VMware Tools 22

Set Up Virtual Machine Startup and Shutdown 22

Create a Domain Controller Server 23

Create a Virtual Machine for the Domain Controller 23

Install Antivirus Software 23

Configure a DNS Server 25

Set Up the Domain Controller 25

Create Two-Way Forest Trust 25

Configure Cisco Unified CCE Rogger 25

Configure Network Cards 26

Set Local Administrator Password 27

Verify the Machine in Domain 28

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Configure the Domain Manager 28

Configure Unified CCE Encryption Utility 29

Configure SQL Server for CCE Components 30

Configure Secondary Drive 30

Configure the Unified CCE Logger 31

Configure the Unified CCE Router 33

Load Base Configuration 33

Configure Unified CCE AW-HDS-DDS 34

AW-HDS-DDS 35

Configure Unified CCE PG 38

Configure CUCM Peripheral Gateway 39

Configure VRU Peripheral Gateway 42

Configure MR Peripheral Gateway 43

Configure CTI Server 45

Install JTAPI 45

Verify Cisco Diagnostic Framework Portico 46

Cisco SNMP Setup 46

Start Unified CCE Services 49

Configure Unified CVP 50

Configure Unified CVP Server 50

Configure Unified CVP Reporting Server 53

Configure Cisco Unified CVP Operations Console 57

Configure Cisco IOS Enterprise Voice Gateway 66

Configure Ingress Gateway 67

Configure VXML Gateway 70

Configure Unified Communications Manager 72

Configure Unified Communications Manager Publisher 73

Configure Unified Communications Manager Subscriber 74

Unified Communications Manager License 75

Activate Services 76

Validate Clusterwide Domain Configuration 77

Install JTAPI on Unified CCE Servers 77

Configure Unified Intelligence Center Coresident Deployment 77

Configure Unified Intelligence Center Publisher 78

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Configure Unified Intelligence Center Subscriber 78

Add Coresident (Cisco Unified Intelligence Center with Live Data and IdS) Machine Type to the

System Inventory 79

Install VMware Tools for VOS 80

Configure Unified Intelligence Center Reporting 80

Configure Unified Intelligence Center Administration 83

Unified Intelligence Center License and Sign-In 84

Configure Live Data AW-Access 85

Configure Live Data Machine Services 86

Configure Live Data Unified Intelligence Data Sources 87

Configure Live Data Reporting Interval 88

Configure Transport Layer Security 89

Import Live Data Reports 89

Add Certificate for HTTPS Gadget 89

Configure Cisco Finesse 90

Configure the Cisco Finesse Primary Node 91

Configure Settings for the CTI Server and Administration and Data Server 92

Configure Cisco Finesse Secondary Node 94

Configure Cisco Finesse Administration 95

Configure SNMP 98

Create a Customer Instance for the 4000 Agent Deployment Model 99

Configure Cisco Unified CCE Rogger 100

Load Base Configuration 101

Configure Unified Intelligence Center 101

Configure Live Data Reporting System 102

Configure Cisco Identity Service 102

Configure Ids Publisher 102

Set IdS Subscriber Node 103

Configure Ids Subscriber 104

Create Customer Instance for 12000 Agent Deployment Model 104

Configure Unified CCE Logger 105

Load Base Configuration 105

Configure Unified CCE Router 106

Configure Unified CCE AW-HDS 106

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AW-HDS 107

Configure Unified CCE HDS-DDS 108

HDS-DDS 108

Configure Unified Intelligence Center 109

Configure Live Data Reporting System 110

Create Customer Instance for Small Contact Center Agent Deployment Model 110

Configure Unified CCE Rogger for Small Contact Center Agent Deployment 112

Load Base Configuration 112

Configure Unified CCE Router for Small Contact Center 113

Configure Shared Unified Communications Manager 114

Create DNS Server for Finesse in Small Contact Center Deployment 114

Enable DNS server 115

Configure DNS Server 115

Configure Host in DNS Server 116

Configure CUBE Enterprise for Small Contact Center Deployment Model 116

Configure VRF 116

Assign Interface to VRF 117

Configure Global Settings 117

Configure Codec List 117

Configure Default Services 117

Configure VRF Specific RTP Port Ranges 117

Configure IP Route 118

Configure Dial Peer 118

Integration of Customer Instance with Shared Management 121

CHAPTER 3

Single Sign-on Integration 121

Establish Trust Relationship for Cisco IdS 121

Integrate the Customer Instance to the Shared ADFS 122

Integrate Cisco IdS to the Shared Management AD FS 122

Federate the Customer ADFS to the Shared Management ADFS 125

Optionally Customize the ADFS Sign-In Page in Windows Server to Hide Federated Domains

List 127

Enable Signed SAML Assertions 128

Unified CCDM Integration 128

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Configure Unified CCE Servers in Unified CCDM Cluster 129

Unified CCE Prerequisites 129

Establish Two-Way Forest Trust 132

Launch the Integrated Configuration Environment 134

Setup Unified CCE Servers in Unified CCDM Cluster 134

Create an Equipment Mapping 136

Configure Unified CVP Servers in Unified CCDM Cluster 136

Setup Unified CVP Servers in Unified CCDM Cluster 137

Equipment Mapping for CVP with CCDM 138

Create Users in Active Directory 138

Configure Unified CCE for Partitioned Internet Script Editor 139

Configure Unified CCE Admin Workstation for Internet Script Editor 139

Install Internet Script Editor 140

Deployment Specific Configurations 141

Integration of Small Contact Center Agent Deployment for UCCE with CCDM 141

Integration of Small Contact Center Agent Deployment for Partition Internet Script Editor with

CCDM 147

Configure IDP 147

Configure Metadata Exchange to IDP 148

Add Identity Server on Hosted AD FS 148

Add the Claim Rules 149

Configure AD FS for Federated Scenario 151

Cisco UCDM Integration 156

Basic Configuration of Unified Communication Domain Manager 156

Add Customer 156

Setup Cisco Unified Communication Manager Servers 156

Configure Network Device List 157

Add Site 158

Add Customer Dial Plan 158

Add Site Dial Plan 158

ASA Integration 159

Integration of ASA for HCS for CC Deployment model 159

Configure Interfaces in the System Execution Space 160

Configure Security Contexts 161

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Configure Interfaces in the Customer Instance Context 162

Configure Access-list in the Customer Instance Context 163

Configure NAT in the Customer Instance Context 163

Integration of ASA for Small Contact Center Deployment Model 164

Configure Interfaces in the System Execution Space 166

Configure Security Contexts for each Sub-customer Context 166

Configure Interfaces in each Sub-Customer Instance Context 167

Configure Access-list in the Sub-customer Instance Context 168

Configure Static NAT in the Sub-customer instance Context 168

Session Border Controller Integration 169

Cisco Prime Collaboration Assurance Integration for Small Contact Center Deployment Model 169

Customer Management for Prime Collaboration Assurance 169

Add Cluster 170

Add Contact Center Components 170

Administration 173

CHAPTER 4

Unified CCE Administration 173

Provision Unified CCE Using Unified CCDM 173

CRUD Operations for Unified CCDM Objects 174

Configure User 175

Configure Departments 179

Configure Agents 180

Configure Agent Desktop 182

Configure Agent Team 183

Configure Call Type 185

Configure Precision Routing 186

Configure Network VRU Scripts 190

Configure Dialed Number 192

Configure Enterprise Skill Group 193

Configure Expanded Call Variable 195

Configure Folder 196

Configure Group 198

Configure Label 199

Configure Person 200

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Configure Supervisors 202

Configure Service 203

Configure Skill Group 204

Configure Route 206

Agent Re-skilling and Agent Team Manager 206

Configure User Variable 209

View the Unified CCDM Version 210

Bulk Operations Using Unified CCDM 210

Manage Roles 225

Configure Gadgets 232

Provision Unified CCE Using Administration Workstation 233

Set up Agent Targeting Rules 233

Provision Unified CCE Using Web Administration 234

Set Up Reason Code 234

Provision Routing Script Using Internet Script Editor 234

Unified CVP Administration 234

Provisioning Unified CVP Using Unified CCDM 235

Uploading the Media File 235

Uploading the IVR Script 235

Unified Communication Manager Administration 235

Provision Unified Communications Manager Using UCDM 235

CRUD Operations for UCDM Objects 236

Provisioning Contact Center Server and Contact Center Services 237

Configure SIP Trunks 240

Configure Route Groups 242

Configure Route List 243

Configure Route Patterns 245

Configure Cisco Unified CM Group 246

Configure Device Pool 247

Configure Directory Number Inventory and Lines 248

Configure Phones 249

Configure Regions 251

Configure Class of Service 253

Associate Phone to Application User 254

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Disassociate Unified Communication Manager from UCDM 255

Built-in-Bridge 255

Bulk Operations Using UCDM 256

Increase the SW MTP and SW Conference Resources 257

Single Sign-on Administration 258

Set up the System Inventory for Single Sign-On 258

Configure the Cisco Identity Service 260

Register Components and Set Single Sign-On Mode 262

Configure Core Component Integrated Options 265

CHAPTER 5

Configure Courtesy Callback 265

Configure Gateway 266

Configure the VXML Gateway for Courtesy Callback 266

Configure the Ingress Gateway for Courtesy Callback 267

Configure CUBE-E for Courtesy Callback 269

Configure Unified CVP 269

Configure the Reporting Server for Courtesy Callback 269

Configure the Call Studio Scripts for Courtesy Callback 270

Configure the Media Server for Courtesy Callback 273

Configure Unified CCE 273

Configure the ICM Script for Courtesy Callback 273

Configure Agent Greeting 276

Configure Gateway 276

Republish the tcl scripts to VXML Gateway 276

Set Cache Size on VXML Gateway 277

Configure Unified CVP 277

Configure FTP Enabled in Server Manager 277

Configure the Call Studio Scripts for Record Agent Greeting 279

Set Content Expiration in IIS (Windows Server) in Media 280

Configure Unified CCE 280

Create Agent Greeting Play Script 281

Create Agent Greeting Recording Script 281

Import the Example Agent Greeting Scripts 282

Configure Call Types 283

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Configure Dialed Numbers 283

Schedule the Script 284

Configure Agent Greeting 284

Modify the Unified CCE call routing scripts to use Play Agent Greeting script 285

Configure Unified Communications Manager 286

Configure Whisper Announcement 286

Configure Gateway 286

Configure Unified CVP 286

Configure the Whisper Announcement Service Dialed Numbers 286

Configure Unified CCE 287

Create Whisper Announcement Script 287

Configure Database Integration 287

Configure Unified CVP 287

Configure VXML Database Element 287

Configure Unified CCE 290

Configure ICM Database Lookup 290

Configure Unified Mobile Agent 292

Configure Gateway for SCC Deployment with VRF 293

Configure Dial Peer for Sub-Customer1 CUCM 293

Configure Dial Peer for Sub-Customer2 CUCM 293

Configure Unified CCE 293

Enable Mobile Agent Option in CTI OS Server 294

Configure Unified Communications Manager 294

Configure CTI Port 294

Tag CTI Ports as Contact Center Agent Lines 296

Configure Outbound Dialer 297

Configure Gateway 297

Configure Unified CVP 299

Add Outbound Configuration to an Existing Unified CVP Call Server 299

Configure Unified CCE 299

Add Outbound Option Database Using ICMDBA Tool 300

Configure the Logger for Outbound Option 300

Configure Outbound Dialer 301

Create Outbound PIM 302

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Configure SIP Outbound 302

Install SIP Dialer Using Peripheral Gateway Setup 310

Add DNP Host File 311

Outbound Option Enterprise Data 312

Configure Unified Communications Manager 312

Add Normalization Script 312

Configure Trunk towards the Outbound Gateway 313

Configure Post Call Survey 313

Configure Post Call Survey in CVP 313

Configure Unified CCE 314

Configure ECC Variable 314

Configure a-Law Codec 314

Configure Gateway 315

Configure Ingress Gateway 315

Configure VXML Gateway 316

Configure Unified CVP 317

Enable Recording for Agent Greeting and Courtesy Callback 318

Configure Unified Communication Manager 318

Configure Unified CM Based Silent Monitoring 319

Add Monitoring Calling Search Space 319

Configure Music On Hold 319

Configure Unified Communication Manager 319

Configure Music On Hold Server Audio Source 320

Set up Service Parameters for Music on Hold 320

Set up Phone Configuration for Music on Hold 321

Install and Configure Optional Cisco Components 323

CHAPTER 6

SPAN-Based Silent Monitoring 323

Install SPAN-Based Silent Monitoring 323

SPAN-Based Silent Monitoring Configuration 324

Configurations for SPAN from Gateway 324

Configurations for SPAN from Call Manager 325

Cisco RSM 325

Create Golden Template for Cisco Remote Silent Monitoring 325

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Download OVA Files 326

Create Virtual Machines 327

Install Microsoft Windows Server 328

Install VMware Tools for Windows 328

Install the JTAPI Client 329

Install the Cisco RSM Server 329

Configuring SNMP Traps for Cisco RSM 330

Convert the Virtual Machine to a Golden Template 331

Configure Cisco RSM 331

Configure Cisco RSM for 2000 Agent Deployment 332

Configure Cisco RSM for 4000 Agent Deployment 340

Configure Cisco RSM for 12000 Agent Deployment 343

Configure Cisco RSM for Small Contact Center Deployment 344

Configure Cisco RSM for A-Law Codec 346

Cisco MediaSense 347

Create Golden Template for Cisco MediaSense 347

Install Voice OS-Based Applications 348

Configure Cisco MediaSense 348

Cisco MediaSense Primary 348

Cisco MediaSense Secondary 350

Configure MediaSense Forking 353

Cisco Unified SIP Proxy 363

Install Cisco Unified SIP Proxy 363

Installation of CUSP 364

Post Installation Configuration Tool 364

Obtaining New or Additional Licenses 368

Configure Cisco Unified SIP Proxy Server 369

Configure Cisco Unified SIP Proxy 369

Configure Gateway 376

Configure Unified CVP 376

Configure Cisco Unified Communications Manager 377

Configure Outbound with Cisco Unified SIP Proxy 379

Configure Unified CCE 379

Configure Gateway 380

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Configure Cisco Unified SIP Proxy for IVR based Campaign 380

Avaya PG 380

Create Golden Template for Avaya PG 381

Install Unified Contact Center Enterprise 381

Configure Avaya PG 382

Add Avaya PG 383

Setup Avaya PG 383

Add PIM1 (Avaya PIM) 384

Configure CTI OS Server 385

Translation Route for Avaya 386

Configure Unified CCE 386

Cisco Virtualized Voice Browser 388

Create Golden Template for Cisco Virtualized Voice Browser 388

Configure Unified CVP 389

Add Cisco Virtualized Voice Browser 389

Associate Dialed Number Pattern 390

Configure Cisco Virtualized Voice Browser 390

Access Virtualized VB Administration Web Interface 390

Access Virtualized VB Serviceability Web Page 391

Add a SIP Trigger 391

Configure Agent Greeting 392

Configure Whisper Announcement 392

Configure ASR and TTS 392

Configure Courtesy Callback for Cisco VVB 393

SocialMiner 394

Install SocialMiner 394

Additional Configuration Options 395

Task Routing Setup 395

Initial Setup 395

Configure Network VRU and Network VRU Scripts 397

Configure the Media Routing PG and PIM 397

Set up the Media Routing PG and PIM 398

Add SocialMiner as an External Machine 398

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Unified CCE Administration, Unified CCE Configuration Manager, and Unified CCDM Portal

Configuration 399

Increase TCDTimeout Value 401

Context Service 401

Create Routing Scripts for Task Routing 404

Sample Code for Task Routing 404

Sample SocialMiner HTML Task Application 405

Sample Finesse Code for Task Routing 405

Task Routing Reporting 406

Remote Deployment Options 407

CHAPTER 7

Global Deployments 407

Remote CVP Deployment 407

Unified CVP Servers for Remote CVP Deployment 407

Unified CCE Servers for Remote CVP Deployment 410

Remote CVP and CUCM Deployment 412

Unified CCE Servers for Remote CVP and CUCM Deployment 412

Configure Local Trunk 414

Configure Unified CVP 415

Configure Unified Communications Manager 416

Add Location 416

Verify Application User Roles 417

Configure SIP Profile for LBCAC 417

Configure Location Bandwidth Manager 418

Solution Serviceability 419

CHAPTER 8

Monitor System Performance 419

Virtual Machine Performance Monitoring 419

ESXi Performance Monitoring 421

Collect System Diagnostic Information Using Unified System CLI 423

Run Unified System CLI in the Local Machine 424

Run Unified System CLI in the Remote Machine 424

Appendix 425

CHAPTER 9

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Migrate CCE Servers to the New Domain 425

Associate Virtual Machine with New Domain 425

Associate Unified CCE with New Domain 426

Add CUCM SUBSCRIBER Mobile Agent Call flow 426

Supported Gadgets for HCS for CC 427

Supported API for HCS for CC 428

Supported Gadgets for HCS for CC 429

Administrator API 430

Cisco Unified Communications Manager Configurations 430

Provision Cisco Unified Communications Manager 430

Set Up Device Pool 431

Set Up Unified Communications Manager Groups 431

Set Up CTI Route Point 432

Set Up Trunk 432

Set Up Application User 433

Set Up SIP Options 433

Set Up Route Pattern 434

Set Up Conference Bridge 434

Set Up Media Termination Point 435

Set Up Transcoder 435

Set Up Media Resource Group 435

Set Up and Associate Media Resource Group List 436

Set Up Enterprise Parameters 436

Set Up Service Parameters 437

Set up Recording Profile 437

Configuring Device 437

Disable iLBC, iSAC and g.722 for Recording Device 438

Set up Music on Hold Server Audio Source 438

Set up Service Parameters for Music on Hold 439

Set up Phone Configuration for Music on Hold 439

Setup Partition 439

Setup Calling Search Space 440

Associate CSS and Partition with Phones and Lines 440

Associate CSS with Trunk 441

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Provision Cisco Unified Communications Manager for Core Component Integrated Options 441

Configure Agent Greeting 441

Configure Mobile Agent 442

Configure Local Trunk 443

Configure Outbound Dialer 444

Configure A-Law Codec 444

Create SIP Trunk between CUCM and CUBE (SP) 444

Configure Music on Hold 445

Provision Cisco Unified Communication Manager for Optional Cisco Components 446

Configure RSM 447

Configure MediaSense 453

Base Configuration Parameters 453

Base Configuration Parameters for 2000 Agent Deployment 453

Unified CCE Instance Explorer 453

Agent Desk Settings List 454

PG Explorer 454

Network VRU Explorer 454

Network VRU Mapping 454

Network VRU Script List 455

Application Instance List 455

Application Path 456

Media Class for Multi-Channel 456

Media Routing Domain 456

Expanded Call Variable List 456

System Information 458

Agent Targeting Rule 459

Outbound Dialer 459

Base Configuration Parameters for 4000 Agent Deployment 459

Unified CCE Instance Explorer 459

Agent Desk Settings List 460

PG Explorer 460

Network VRU Explorer 460

Network VRU Mapping 461

Network VRU Script List 461

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Application Instance List 462

Application Path 4K 462

Media Class for Multi-Channel 462

Media Routing Domain 462

Expanded Call Variable List 463

System Information 465

Agent Targeting Rule 465

Outbound Dialer 465

Base Configuration Parameters for 12000 Agent Deployment 466

Unified CCE Instance Explorer 466

Agent Desk Settings List 466

PG Explorer 466

Network VRU Explorer 467

Network VRU Mapping 468

Network VRU Script List 468

Application Instance List 469

Application Path 12K 469

Media Class for Multi-Channel 469

Media Routing Domain 470

Expanded Call Variable List 470

System Information 472

Agent Targeting Rule 472

Outbound Dialer 473

Base Configuration Parameters for Small Contact Center Agent Deployment 473

Unified CCE Instance Explorer 473

Agent Desk Settings List 473

PG Explorer 473

Network VRU Explorer 474

Network VRU Mapping 474

Network VRU Script List 474

Application Instance List 475

Application Path 475

Media Class for Multi-Channel 475

Media Routing Domain 476

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Expanded Call Variable List 476

System Information 478

Agent Targeting Rule 478

IOPS values for Unified Communication Manager 479

Mount and Unmount ISO Files 479

Set Up NTP and Time Configuration at the Customer Site 480

CCDM Logging and MaxSizeRollBackups 481

Logging 481

Set Logging Level Using the Unified System CLI in the CCDM Server 481

MaxSizeRollBackups 482

Install and Configure Jabber for Windows 482

Install and Configure Jabber Client 482

Configure Jabber Using UCDM 482

Add End User 482

Migrate Agents and Supervisors to Single Sign-On Accounts 483

Globally Disable Single Sign-On 484

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