Cisco Hosted Collaboration Solution for Contact Center Configuration Guide

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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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