In Unified CCE 8.0(1) the Language Pack installation is a separate process from the Unified CCE setup. You run the Language Pack after the Unified CCE setup has been completed.
If you have installed Unified CCE on a localized version of Windows 2003, you should be all set after running the Language Pack.
If you plan to install Unified CCE on a multilingual version of Windows 2003 server, you need to follow the procedure listed in How to Set UP Windows Multilingual User Interface (MUI) Pack on Windows 2003 Server (page 143) to set up your Windows system.
How to Check the Language Setting
If you have installed Unified CCE on a multilingual version of Windows 2003, you need to make sure that the language you selected during the Language Pack installation matches the language setting in Windows regional options.
To check that there is a match, do the following:
Step 1 Select Start > Settings > Control Panel > Regional and Language Options.
Chapter 10: Localizing WebView and Script Editor Installing the Language Pack
Step 2 Click the Advanced tab.
Step 3 Under Select a language to match the language version of the non-Unicode programs you want to use, the language displayed on the pull-down list should be the same as the language you selected during the Language Pack installation.
You also need to follow the procedure listed in Adjusting the WebView Data Format on MUI Windows 2003 Server (page 143) to change the date format used by the Jaguar Server.
How to Set Up Windows Multilingual User Interface (MUI) Pack on Windows 2003 Server
To localize the Windows system, do the following:
Step 1 Set up an English Windows 2003 server with SP 2.
Step 2 Run the Windows MUI from Microsoft distributed CD media. Your language is included on one of the four installer CDs.
Step 3 On the Language Selection dialog box, select a language.
Step 4 Under Default User Settings, do the following:
a. Select the default user setting for the localized language.
b. Select the Match the language for non-Unicode programs with the default user language check box.
c. Select the Match the default shell UI font with the default user language check box.
Step 5 When the installation completes, reboot your machine.
Step 6 Select Start > Settings > Control Panel > Regional and Language Options. In the Regional Options tab under Standards and Formats, select a country to match its date format.
Step 7 In the Languages tab under Language used | menus and dialogs, select a localized language.
Step 8 Click OK and log off the Windows system.
The Windows system is now in the localized language.
Adjusting the WebView Date Format on MUI Windows 2003 Server
After localizing your Windows system, adjust the date format in WebView. This is necessary because the Jaguar served used by WebView does not recognize the localized user interface applied on the MUI version of Windows 2003 server.
Chapter 10: Localizing WebView and Script Editor
Adjusting the WebView Date Format on MUI Windows 2003 Server
Finding the User Name of the Jaguar Server
To locate the user name complete these steps:
Step 1 On the desktop, right-click My Computer and click Manage.
The Computer Management dialog box appears.
Step 2 In the left panel of the Computer Management window, expand Services and Applications, and then click Services.
A list of services appears in the right panel of the Computer Management dialog box.
Step 3 Right click Jaguar and then click Properties.
The Jaguar Properties dialog box appears.
Step 4 On the Log On tab in the This account field, locate the name of the Jaguar server; for example, jagintlserver-211.
Finding the Security ID (SID) of the Jaguar Server User
To locate the SID, complete these steps:
Step 1 Select Start > Run, enter regedit, and click OK The Registry Editor dialog box opens.
Step 2 Open My Computer > HKEY_LOCAL_MACHINE > SOFTWARE > Microsoft > Windows NT > Current Version > Profile List.
You see a list of subfolders under this registry key. Open each of the folders and look for the Jaguar server user name in the Data column for the ProfileImagePath. The name of the folder in which the Jaguar server user name appears is the SID. Make a note of the SID, especially the last digits, which differentiate the SID from the names of the other folders; for example, S-1-5-21-789336058-1343024091-1801674531-2783.
Changing the Date Format for the Jaguar Service
To change the date format, complete these steps:
Step 1 While still in the Registry Editor, select HKEY_USERS > <SID of the user> > Control Panel
> International and double click the sShortDate field.
The Edit String dialog box appears.
Chapter 10: Localizing WebView and Script Editor Adjusting the WebView Date Format on MUI Windows 2003 Server
Step 2 Enter d/M/yyyy on a UK system, OR enter yyyy/M/d on a French Canadian system.
Step 3 Click OK.
Chapter 10: Localizing WebView and Script Editor
Adjusting the WebView Date Format on MUI Windows 2003 Server
Chapter 10: Localizing WebView and Script Editor Adjusting the WebView Date Format on MUI Windows 2003 Server
Setting Up a Cisco Unified Contact Center Enterprise Laboratory System
This appendix provides advice on how to set up Unified CCE in a laboratory environment.
About Unified CCE Laboratory Hardware Requirements
Using Unified CCE in a laboratory environment requires less equipment than you would need in a production environment. A laboratory that includes Outbound Option and multichannel components can be deployed on as few as three boxes for a laboratory setup. In a more heavily trafficked production environment, you would install Unified IP IVR and the Unified
ICM/CCE/CCH Logger on separate machines. The CTI OS Agent and Supervisor Desktops would also be separated.
The following minimum hardware is required in a Unified CCE laboratory. See the Hardware and System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted for box specifications and OS requirements.
Specifications Hardware
Model 7960 (three or more) Cisco IP phones
1 Cisco Media Convergence Server (MCS) or equivalent for VOS.
Unified CM + Unified IP IVR
1 Cisco Media Convergence Server (MCS) or equivalent
Unified CCE. Router, Logger, Administration
& Data Server, IPCC System PG, CTI Server, CTI OS Server, Outbound Option Dialer and Media Routing PG for Outbound Option (optional)
Note: It is not possible to have a CCE system with Outbound Option in a CVP environment.
This would require three PG types on the same
Appendix A
Specifications Hardware
machine, which is a deployment that Cisco does not support.
1 Cisco Media Convergence Server (MCS) or equivalent
CTI OS Agent and Supervisor Desktops or CAD Agent/Supervisor Desktop server
About Installing a Sprawler
For a laboratory setup, you can choose to install all of the Unified ICM/CCE/CCH components on one server, called a sprawler. Before configuring the Unified ICM/CCE/CCH software in the laboratory, ensure that the Microsoft Windows planning and pre-installation tasks are complete. See the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
How to Install Unified ICM/CCE/CCH Components on a Sprawler
In a production environment, you typically install Unified ICM/CCE/CCH components on several different machines. In a laboratory environment, however, you can install all Unified ICM/CCE/CCH components on a single machine, called a sprawler.
You can install the following Unified ICM/CCE/CCH components on a sprawler:
• Administration & Data Server
• Logger
• Router
• Peripheral Gateways (PGs)
• CTI Server
• CTI OS Server
• CTI OS Agent and Supervisor Desktop
• Outbound Option Dialer
A sprawler installation requires some specific installation settings for each Unified ICM/CCE/CCH component. These are listed in the following table:
Do the following:
When installing the:
Specify the following in the Web Setup Add Administration & Data Server wizard:
Administration & Data Server
1. On the Role page, select one of the following roles:
Setting Up a Cisco Unified Contact Center Enterprise Laboratory System About Installing a Sprawler
Do the following:
When installing the:
– For a small to medium deployment, select Administration Server, Real-time and Historical Data Server and Detail Data Server (AW-HDS-DDS)
– For a large deployment, select Administration Server and Real-time and Historical Data Server (AW-HDS)
2. On the Database and Options page, check Configuration Management Service (CMS) Node
3.
When using the ICM Database Administrator tool to create a Historical Data Server database, set the data size to 500 MB and the Log size to 100 MB.
Specify the following in the Web Setup Add Router wizard:
Router
1. On the Deployment page, specify Side A and Simplexed.
2. On the Router Connectivity page, enter the host name or IP Address of the Side A Router in the Side B fields.
Specify the following in the Web Setup Add Logger wizard:
Logger
1. On the Deployment page, specify Side A and Simplexed.
2. On the Central Controller Connectivity page, enter the host name or IP Address of the Side A Router in the Side B Router field, and enter the host name or IP Address of the Side A Logger in the Side B Logger field.
When using the ICM Database Administrator tool to create a Historical Data Server database, set the data size to 500 MB and the Log size to 100 MB.
When using the ICM Database Administrator tool to create the Outbound Option private
Setting Up a Cisco Unified Contact Center Enterprise Laboratory System
About Installing a Sprawler
Do the following:
When installing the:
database, set the data size to 300 MB and the Log size to 100 MB.
CallManager PG, VRU PG or IPCC System PG, and MR PG
1. On the Device Management Protocol Properties dialog box, select Router is local (for Side A and Side B).
2. On the Peripheral Gateway Network Interfaces dialog box, remove any value references for Side B.
CTI Server 1. On the CTI Server Properties dialog box,
choose Production mode and Side A. In the CG node properties section of that box, select a CG Node from the ID field drop-down list. Be sure that the CG number matches the PG number; for example, for PG1, the ID field should read CG1.
2. On the CTI Server Component Properties dialog box, make a note of the Client Connection Port Number, which is typically 42027.
3. On the CTI Network Interface Properties dialog box, be sure that there are values for Node A but none for Node B in the three sections of that box.
Outbound Option Dialer 1. On the first Outbound Option Dialer Properties dialog box, choose Production Mode.
2. On the second Outbound Option Dialer Properties dialog box, leave the CTI Server B and CTI Server Port B field blank.
On the CTI Server Information dialog box, leave the Name or IP Address and Port fields in the System B section blank.
CTI OS Server
On the CTIOS Server Information dialog box, leave the Name or IP Address and Port fields in the CTIOS Server B section blank.
CTI OS Client Toolkit (includes CTI OS Agent and Supervisor Desktops)
Setting Up a Cisco Unified Contact Center Enterprise Laboratory System About Installing a Sprawler
Index
assigning to a skill group....107 assigning to a supervisor....106
Unified CCE with Unified CVP....28 Unified CCE with Unified IP IVR....27 Emergency Assist....109
Index
fault tolerance
setting a recovery number ....41 Generic PG....79
Unified ICM/CCE/CCH on a sprawler....148 Unified IP IVR....44
installation
checklist for Unified CCE software....30 Intercept....110 changing Jaguar service date format....144 checking the language setting....142 finding the Jaguar SID....144 setting up the MUI Pack ....143 supported languages....141
WebView and Script Editor UIs....141 Logger
setting up in Unified ICM/CCE/CCH....77 type 10 for Unified CVP....131
Network VRU Bank
Outbound Option
configuring for Unified IP IVR....61 requirements
third-party software requirements....23 translation routing
configuring for Unified IP IVR....58
configuring in Unified ICM/CCE/CCH....121 platform for Unified IP IVR....44 Unified CM
controlling the call search space....42 defined....33
services....100 skill groups....101
supervisory features....109 trunk groups....98
Unified IP IVR
accessing Unified CCX Administration utility....47 configuration task list....45
configuring a Unified CM telephony provider....47 configuring call control groups....47
configuring ICM Subsystem....55 configuring on Unified CCE....65 configuring post routing....61 configuring VRU scripts....57 defined....44
dial plan example....27 installation prerequisites....45 installing....44
on Unified CCX platform....44 resynchronizing telephony data....65 rresynchonizing JTAPI client....65 starting the Unified CCX engine....64 unsupported features....24
version interoperability....23 VRU
accessing in scripts....124 error checking....124 VRU PG
configuring....86 setting up....87 WebView
localization....141 windows
requirements....22
Index