Installing and Configuring Cisco Hosted Collaboration Solution for Contact Center, Release 9.0

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Installing and Configuring Cisco Hosted Collaboration Solution

for Contact Center, Release 9.0

First Published: September 25, 2012

Americas Headquarters

Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883

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www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)

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C O N T E N T S

P r e f a c e Preface xxiii

Purpose xxiii

Audience xxiii

Revision History xxiii

Documentation and Submit Service Requests xxiv

C H A P T E R 1 Cisco HCS for Contact Center 1

Cisco HCS for Contact Center Topology 2

Cisco HCS for Contact Center Options and Feature Support 3

Remote Office Options 5

Shared Management 6

Unified Contact Center Domain Manager 7

Unified Communications Domain Manager 8

ASA NAT and Firewall 8

Core Solution Components 9

CUBE-Enterprise 9

Unified CCE 9

Unified CVP 9

Unified CM 10

Unified Intelligence Center 10

Cisco Finesse 10

Core Component Integrated Options 10

Courtesy Callback 11

Agent Greeting 11

Whisper Announcement 11

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Unified Mobile Agent 12

Outbound Dialer 12

Post Call Survey 12

Optional Cisco Components 13

AW/HDS DDS 13

SPAN-Based Monitoring 13

Optional Third-Party Components 13

Speech - ASR/TTS 13 Recording 14 Wallboard 14 Workforce Management 14 Deployment Models 14 500 Agent Deployment 16 1000 Agent Deployment 17 C H A P T E R 2 Prerequisites 19 Required Hardware 19

Tested Reference Configurations 19

Spec-based Hardware Support 20

Required Software 21

Automation Software 21

Third-Party Software 22

Required Software Licenses 23

Configuration Software 25

Open Virtualization Format Files 25

Hosted Collaboration Solution for Contact Center OVA 26

500 Agent Deployment Configurations 26

1000 Agent Deployment Configurations 27

Unified Intelligence Center OVA 27

Unified Communications Manager OVA 27

Cisco Finesse OVA 27

Checklists 27

C H A P T E R 3 Design Considerations 31

Deployment Considerations 31 Contents

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Operating Considerations 33

Peripheral Gateways 33

Agent and Supervisor Capabilities 34

Voice Infrastructure 35

Administration Guidelines 37

IVR and Queuing 38

Reporting 39

Third-party Integration 40

Configuration Limits 41

Call Flows 43

Domain and Active Directory Considerations 48

AD at Customer Premises 49

AD at Service Provider Premises 50

Storage and Blade Placement Considerations 50

SAN Configuration for 500 Agent Deployment 50

Blade Placement for 500 Agent Deployment 51

SAN Configuration for 1000 Agent Deployment 54

Blade Placement for 1000 Agent Deployment 55

High Availability Considerations 59

VMware High Availability 62

Network Link Failure 63

Unified CCE High Availability 63

Agent PIM 63

VRU PIM 64

CTI Server 64

CTI OS Server 64

Unified CCE Call Router 64

Unified CCE Logger 64

Unified CCE Administration and Data Server 65

Unified CVP High Availability 65

Unified CVP Call Server 65

Unified CVP Media Server 66

Cisco Voice XML Gateway 66

Unified CVP Reporting Server 66 Contents

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Unified CM High Availability 67

Visible Network Failure 67

Call Manager Service in Subscriber Failure 67

Unified CTI Manager Service Failover 67

Gateway High Availability 67

MRCP ASR/TTS High Availability 67

Cisco Finesse High Availability 68

CTI 68

AWDB 69

Cisco Finesse Client 69

Desktop Behavior 69

Congestion Control Considerations 70

Deployment Types 70

Congestion Treatment Mode 70

Congestion Control Levels and Thresholds 71

Congestion Control Configuration 71

Real Time Capacity Monitoring 72

Supported Gadgets for HCS 72

UCS Network Considerations 72

Best Practices 73

Unified CCE on UCS B-Series Blades 74

Redundant Pair of Cisco UCS 2100 Series Fabric Extenders 74

Redundant Pair of Cisco UCS 6100 Series Fabric Interconnects 74

Billing Considerations 74

License Considerations 74

Core Component Integrated Options Considerations 75

Agent Greeting Design Considerations 75

Whisper Announcement Design Considerations 76

Local Trunk Design Considerations 76

CUBE-Enterprise at Customer Premise 77

TDM Gateway at Customer Premise 78

Location-based Call Admission Control 78

LBCAC Concept Definitions 79

Bandwidth and QOS Considerations 80

Agent Phones to Unified Communications Manager Cluster 80 Contents

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Agent Desktop to Unified CCE Call Servers 80

Unified CCE Data Server to Unified CCE Call Server 81

Bandwidth Considerations for Unified CVP 81

VoiceXML Document Types 81

Media File Retrieval 81

QOS Considerations for Unified CVP 82

Silent Monitoring Bandwidth Usage 82

Reporting Bandwidth 83

Network Bandwidth Requirements 83

a-Law Codec Support Considerations 86

Back-Office Phone Support Considerations 86

C H A P T E R 4 Shared Management 87

Install and Configure Unified CCDM 87

Deploy Unified CCDM Database Server and Web server from the OVA 87

Install Microsoft Windows Server 2008 R2 89

Configure Windows 89

Windows Feature Requirements for Unified CCDM 90

Turn Off FIPS Compliance 91

Disable UAC 91

Install Microsoft SQL Server 91

Configure Post-Install SQL 93

Configure DTC 93

Configure SQL Server Network Protocols 94

Configure Windows Server 2008 R2 Firewall for SQL Server 94

SQL Server Backup Guidelines 94

Install Unified CCDM Components on Side A and Side B 95

Start Unified CCDM 95

Install Database Server 95

Set up Database 96

Enable Auto-growth for the Portal Database 99

Install the App/Web Server 99

Replicate Database 100 Contents

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Configure Unified CCE Administrative Workstations for Unified CCDM 100

Configure Unified CCE AWDB for Provisioning 101

Create an Application Instance 101

Set up CMS Server on Unified CCE 102

Configure Unified CCDM Cluster 102

Launch the Integrated Configuration Environment 102

Set up Servers 103

Set up Unified CCDM Servers 103

Configure Unified CCE 104

Create Unified CCDM Tenants and Folders and Equipment Mapping 105

Create Tenants and Folders 105

Create Tenants 105

Create Folders 105

Create an Equipment Mapping 106

Configure Replication 106

Setup 106

Monitor 107

Configure Single Sign-On 107

Administrator Account Setup 107

Configure SSO Authentication for Unified CCDM 108

Manage Users with Single Sign-On 109

Install and Configure Unified Communications Domain Manager 110

Upgrade Unified Communications Domain Manager 110

Install and Configure ASA Firewall and NAT 112

Configure Multiple Context Modes On 112

Enable Multiple Context Modes 112

Configure Interfaces in the System Execution Space 112

Configure Security Contexts 113

Assign MAC Addresses to Context Interfaces Automatically (Optional) 114

Configure Interfaces in the Context 114

C H A P T E R 5 Golden Template Process 117

C H A P T E R 6 Create Golden Template 119

Create Golden Template for Core Cisco Components 119 Contents

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Create Golden Template for Unified CCE Call Server 120

Create Golden Template for Unified CCE Data Server 120

Create Golden Template for Unified CVP Server 121

Create Golden Template for Unified CVP OAMP Server 122

Create Golden Template for Unified CVP Reporting Server 123

Create Golden Template for Cisco Finesse 124

Create Golden Template for Cisco Unified Intelligence Center 124

Create Golden Template for Cisco Unified Communications Manager 125

Install Unified CCE Call Server 126

Install Unified CCE Data Server 126

Install Unified CVP Server 127

Install Unified CVP OAMP Server 127

Install Unified CVP Reporting Server 128

Install Unified Intelligence Center 129

Install Unified Communications Manager and Cisco Finesse 130

C H A P T E R 7 Tasks Common to Golden Templates 131

Create Virtual Machines from OVAs 131

Create Virtual Machines from Cisco HCS for Contact Center OVA 132

Create Virtual Machines from Cisco Unified CM OVA 133

Install Microsoft SQL Server 2008 SP1 Standard Edition x64 134

Convert Virtual Machine to Golden Template 135

Mount ISO File 136

Enable Remote Desktop 136

Configure DNS Server 136

Configure the Destination Servers 137

Set up NTP and Time Configuration at the Customer Site 137

Install VMware Tools 138

Final Tasks 138

Log in to Unified CCE Administration 138

Set the HCS Deployment Type 139

View the Deployment Type 139

View the System Validation Rules 139

View the System Configuration Limits 140 Contents

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Install Microsoft Windows Server 141

C H A P T E R 8 Configure Customer Instance Network Infrastructure 143

Implement UCS Platform 143

Set up Basic UCS Connectivity 143

Basic Configuration for UCS 144

Configure 6100 Server Ports 144

Configure 6100 Uplink Ethernet Ports 145

Configure Uplink FC Ports 145

Acknowledge Chassis 145

Configure Server Management IP Address Pool 145

Configure UCS LAN 146

Add VLANs 146

Create MAC Pools 146

Configure UCS SAN 147

Create VSANs 147

Associate VSAN with an FC Uplink Port 147

Create WWNN Pools 148

Create WWPN Pools 148

Configure UCS Server 149

Configure MDS 149

Configure MDS-A 149

Configure MDS-B 150

Configure SAN 150

ESX Boot from SAN 150

Configure UCS 151

View Multilayer Director Switch 151

Configure SAN 151

Install ESX 152

Deploy Nexus 1000v 152

Nexus 1000V Installation Prerequisites 152

Add Hosts to vCenter 153

Set up VEM on each ESX Server 153

Install Cisco Nexus VSM 154

Configure Cisco Nexus 155 Contents

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Add Second Customer Instance in Single Blade for 500 Agent Deployment 156

Create Two-Way External Trust 157

Create Conditional Forwarders 157

Create Forwarders 157

Create Two-Way External Trust 158

C H A P T E R 9 Clone and OS Customization 159

Clone and OS Customization Process 159

Automated Cloning and OS Customization 160

Download Automation Tool 160

Complete Automation Spreadsheet 161

Automation Spreadsheet Values 161

Run Automation Script 165

Manual Cloning and OS Customization 167

Create Customization File for Windows Based Components 167

Generate Answer File for Unified CM and Unified Intelligence Center 168

Deploy Virtual Machine from the Golden Template 169

C H A P T E R 1 0 Configure Customer Instance 171

Set up Virtual Machine Startup and Shutdown 171

Create Domain Controller Server 172

Create Virtual Machine for Domain Controller 172

Install Microsoft Windows Server 2008 R2 Standard Edition 172

Install Anti-Virus Software 173

Set up the Domain Controller 173

Associate Virtual Machine with New Domain 173

Associate Unified CCE with New Domain 174

Configure Unified CCE Call Server 174

Configure Domain Manager 175

Configure Unified CCE Router 176

Configure Generic Peripheral Gateway 176

Prepare to Add PIMs 177

Add PIM1 (CUCM PIM) 177

Add PIM2 (first VRU PIM) 178 Contents

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Add PIM4 (third VRU PIM) 178

Add PIM5 (fourth VRU PIM) 179

After Creating PIMs 179

Configure CTI Server 180

Configure Media Routing Peripheral Gateway 181

Configure Multichannel PIM 181

Configure Outbound PIM 182

Configure CTI OS Server 183

Install JTAPI 185

Verify the Machine in Domain 185

Configure Unified CCE Data Server 185

Validate Network Adapter Settings and Power On 186

Configure Network Cards 187

Edit Registry Settings and Restart VM 187

Configure Unified CCE Encryption Utility 188

Create and Bind System CLI Certificate 188

Configure SQL Server 189

Configure Database Drives 189

Configure Unified CCE Logger 190

Database and Log File Size 191

Configure Administration Server and Real-time Data Server Components 192

Load Base Configuration 193

Verify Cisco Diagnostic Framework Portico for Unified CCE Data Server 194

Configure Unified CVP 194

Configure Unified CVP Server 195

Configure and Validate Network Card for Unified CVP 195

Configure Network Card for Unified CVP 195

Validate Network Card for Unified CVP 196

Set up Unified CVP Media Service IIS 196

Set Up the FTP Server 196

Configure Unified CVP Reporting Server 197

Unified CVP Reporting Users 197

Create Reporting Users 197

Create Superusers 198

Set up Active Directory Server for LDAP Users 198 Contents

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Sign in to Cisco Unified Intelligence Center Reporting Interface 199

Create Data Source and Import Report Templates 199

Create Data Source for Cisco Unified CVP Report Data 199

Obtain Cisco Unified CVP Report Templates 201

Import Unified CVP Report Templates and Set Data source 202

Configure Cisco Unified CVP Operations Console 203

Enable Unified CVP Operations Console 204

Configure Unified CVP Call Server 204

Configure Unified CVP VXML Server 205

Configure Unified CVP Reporting Server 205

Configure Unified CVP Media Server 206

Install Unified CVP License 206

Configure Gateways 206

Transfer Scripts and Media Files 207

Configure SNMP 207

Add Unified CCE Devices 208

Add Unified CM Devices 208

Add Unified Intelligence Center Devices 209

Configure SIP Server Group 209

Configure Dialed Number Pattern 210

Configure Cisco IOS Enterprise Voice Gateway 212

Configure Unified Communications Manager 217

Configure Publisher for Unified Communications Manager 217

Configure Unified Communications Manager Subscriber 219

Launch Publisher to Add the Subscriber 219

Configure Subscriber 219

Unified Communications Manager License 220

Add Product Instance 220

Generate and Register License 221

Install License 221

Validate Clusterwide Domain Configuration 222

Install JTAPI on Unified CCE Call Servers 222

Configure Unified Intelligence Center 222

Configure Unified Intelligence Center Publisher 223 Contents

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Launch the Publisher to Add the Subscriber 224

Configure Subscriber 225

Configure Unified Intelligence Center Reporting 225

Configure Unified Intelligence Center SQL User Account 226

Configure Unified Intelligence Center Data Sources 226

Configure Unified Intelligence Center Administration 227

Unified Intelligence Center License and Sign In 228

Sign in to Administration Console 228

Upload License 228

Configure Cisco Finesse 229

Configure Cisco Finesse Primary 229

Configure Unified CCE CTI Server Settings in Cisco Finesse Primary Node 231

Configure CTI Server Settings in Cisco Finesse Primary Node 231

Configure Contact Center Enterprise Administration and Data Server 231

Restart Tomcat 232

Configure Cisco Finesse Secondary Node 232

Launch the Primary and Add the Secondary 232

Configure the Subscriber 233

Cisco SNMP Setup 233

Add Cisco SNMP Agent Management Snap-In 234

Save Cisco SNMP Agent Management Snap-In View 234

Set up Community Names for SNMP v1 and v2c 235

Set up SNMP User Names for SNMP v3 235

Set up SNMP Trap Destinations 236

Set up SNMP Syslog Destinations 236

C H A P T E R 1 1 Administration 239

Provision Unified CCE Using Unified CCDM 239

CRUD Operations for Unified CCDM Objects 240

Set up Unified CCDM Elements 241

Agent Configuration 241

Create an Agent 241

View or Edit Agents 242

Delete an Agent 243

Agent Desktop Configuration 243 Contents

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Create an Agent Desktop 243

Edit an Agent Desktop 244

Delete Agent Desktop 244

Agent Team Configuration 245

Create an Agent Team 245

Edit an Agent Team 245

Delete an Agent Team 246

Bucket Interval Configuration 246

Create Call Type 246

Delete Call Type 247

Network VRU Script Configuration 247

Set up Network VRU Script 247

Dialed Number Configuration 248

Create a Dialed Number 248

Delete a Dialed Number 249

Enterprise Skill Group Configuration 249

Create an Enterprise Skill Group 249

Delete an Enterprise Skill Group 249

Expanded Call Variable Configuration 250

Create an Expanded Call Variable 250

Delete an Expanded Call Variable 250

Folder Configuration 251

Create Folders 251

Create a Folder by Specifying Folder Properties 251

Create Folders Using Default Values 252

Rename a Folder 252

Move Folder 252

Move a Folder Using Drag and Drop 252

Move Folder Using the Move Button 253

Delete Folder 253

Delete a Folder Using Folder Tree 253

Delete a Folder Using Delete Button 254

Group Configuration 254

Create a Group 254 Contents

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Move a Group 255 Delete a Group 255 Label Configuration 256 Create a Label 256 Delete a Label 256 Person Configuration 256 Create a Person 257 Delete a Person 257 Set up Supervisors 257

Skill Group Configuration 258

Create a Skill Group 258

Edit a Skill Group 258

Delete a Skill Group 259

Agent Re-skilling 259

View Skill Group 260

Add an Agent to Skill Group 260

Remove an Agent from Skill Group 260

Self Skilling 261

Add Yourself to Skill Group 261

Remove Yourself from Skill Group 261

User Configuration 261

Create a User 262

Edit User Details 262

Delete a User 263

User Variable Configuration 263

Create a User Variable 263

Delete a User Variable 264

View the Unified CCDM Version 264

Bulk Operations Using Unified CCDM 264

Templates for Creating CSV Files 265

Global Template Columns 265

Person Template 266

Agent Template 267

Agent Desktop Template 268

Agent Team Template 269 Contents

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Skill Group Template 269

User Variable Template 271

Bulk Upload for Unified CCDM 271

Manage Roles 272

Default Roles 272

Create a Global Role 272

Assign a Global Role 273

Edit a Global Role 273

Delete a Global Role 274

Create a Folder Role 274

Assign a Folder Role 274

Edit a Folder Role 275

Delete a Folder Role 275

Global Role Tasks 276

Folder-Based Roles 278

Provision Unified CCE Using Administration Workstation 279

Set up Agent Targeting Rules 280

Set up Route 280

Set up Routing and Administrative Scripts 280

Provision Unified Communications Manager Using Unified Communications Domain Manager 281

Prerequisites for Unified Communications Domain Manager 281

Load the Basedata Model 282

Load the DialPlan Models 282

Access Profile 282

Add Service Provider Level Access Profile 283

Add Customer Level Access Profile 283

Add Location Level Access Profile 283

Add an End-user Level Access Profile 284

Add a Feature Display Policy 284

Set Up Security Profiles 285

Basic Configuration of Unified Communications Domain Manager 285

Add Provider 286

Add Reseller 286 Contents

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Add Customer Separation with User Groups 287

Static Configuration for Unified Communications Manager 288

Change Hostname to IP Addresses 288

Add Date and Time Group 288

Configure Enterprise Parameters 289

Configure Cisco Unified IP Phone Services 289

Enable Login and Logout Services for Extension Mobility 289

Enable Roaming Login and Logout services for BVSM user 290

Configure Cisco Unified IP Phone XML Services 290

Add Unmanaged PBX Devices 291

Add Cisco Unified Communications Manager 292

Import Parameters 292

Hardware Groups 293

Add Hardware Group 293

Associate Hardware Groups with Customers 293

Add New Divisions 293

Create Site Codes 294

Add IP Subnet 294

Configure Locations 294

Add a Location 294

Move External Numbers for Locations 295

Associate Internal Numbers for Locations 295

Manage Feature Groups 295

Add DHCP Server 296

Add IP Edge Device 296

Add Contact Center Server 296

Connect Contact Center Server to PBX/Transit 297

Connect Using Contact Center Server 297

Connect Using PBX Devices 297

Connect a Contact Center Server to a Hardware Group 298

Create Hardware Group for Connecting a Contact Center Server 298

Associate Customer with a Contact Center Hardware Group 298

Contact Center Service Management 299

Add Contact Center Service 299 Contents

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Provision Unified Communications Manager Using Unified Communications Domain Manager 299

Activate Service 300

Set up Device Pool 300

Add CTI Route Point 300

Add CTI Route Port 300

Add Application User 301

Set up Trunk and Route Pattern 302

Use the Connection Wizard 302

Use the Standalone Methods 306

Configure Enterprise Parameters 307

Add Trunks, Route Groups, Route Lists, and Route Patterns to an Existing Connection 307

Provision Unified CCE Using Web Administration 308

Set up Network VRU Script 308

Set up Reason Code 309

C H A P T E R 1 2 Configure Core Component Integrated Options 311

Configure Courtesy Callback 312

Configure Gateway 312

Configure the VXML Gateway for Courtesy Callback 312

Configure the Ingress Gateway for Courtesy Callback 313

Configure the Reporting Server for Courtesy Callback 315

Configure the Call Studio Scripts for Courtesy Callback 316

Configure the Media Server for Courtesy Callback 318

Configure the ICM Script for Courtesy Callback 319

Configure Agent Greeting 321

Configure FTP Enabled in Server Manager 321

Configure the Media Server in Unified CVP 321

Set Content Expiration in IIS (Windows 2008) in media 322

Create Agent Greeting Play Script 323 Contents

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Import the Example Agent Greeting Scripts 324

Configure Unified CM 324

Configure Whisper Announcement 325

Configure the Whisper Announcement Service Dialed Numbers 325

Create Whisper Announcement Script 326

Configure Database Integration 326

Configure VXML Database Element 326

Install JDBC driver 327

Add JNDI Context 327

Configure VXML Studio Script 328

Create ICM Script 329

Configure ICM Database Lookup 329

Configure Local Trunk 331

Deploy SIP Trunk 334

Configure Unified Mobile Agent 334

Enable Mobile Agent Option in CTI OS Server 335

Configure Outbound Dialer 336

Add Outbound Configuration to an Existing Unified CVP Call Server 337

Configure SIP Outbound 338

Create Outbound PIM 340

Install SIP Dialer Using Peripheral Gateway Setup 341

Add Outbound Database Using ICMDBA Tool 341

Configure Logger 342 Contents

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Configure Post Call Survey 343

Configure a-Law Codec 344

Enable Recording for Agent Greeting and Courtesy Callback 345

C H A P T E R 1 3 Configure Optional Cisco Components 347

SPAN-Based Monitoring 347

Additional Configuration for Mobile Agent Environments 348

Silent Monitor Service Clusters 348

AW/HDS DDS 349

C H A P T E R 1 4 Service Assurance 351

Monitor System Performance 351

Virtual Machine Performance Monitoring 351

ESXi Performance Monitoring 353

C H A P T E R 1 5 Serviceability 357

Collect System Diagnostic Information Using Unified System CLI 357

C H A P T E R 1 6 Upgrade and Migration 359

Unified CCMP to Unified CCDM Migration 359

Migration 359

Migration Procedure 360

A P P E N D I X A Appendix 361

Supported API for HCS 361

Provision Cisco Unified Communications Manager 362

Activate Service 363 Contents

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Set up Unified Communications Manager Groups 364

Set up CTI Route Point 364

Set up Trunk 365

Set up Application User 365

Set up SIP Options 366

Set up Route Pattern 366

Set up Conference Bridge 367

Set up Media Termination Point 367

Set up Transcoder 367

Set up Media Resource Group 368

Set up and Associate Media Resource Group List 368

Set up Enterprise Parameters 369

Base Configuration Parameters 370

Glossary 377 Contents

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Preface

• Purpose, page xxiii

• Audience, page xxiii

• Revision History, page xxiii

• Documentation and Submit Service Requests, page xxiv

Purpose

This document provides the overview, design, installation and configuration of Cisco Hosted Collaboration Solutions for Contact Center. It provides technical specifications and requirements, a list of the procedures you must perform to install and configure this solution, and a configuration example.

Audience

This document assumes that you are already familiar with Cisco Contact Center products. You require VMware infrastructure training. You must acquire the necessary knowledge and experience regarding deployment and management of virtual machines before you deploy components on VMware virtual machines.

Revision History

Revision change Date

Added a procedure Enable Auto-growth for the Portal Database. September 2012

Document received approval. September 2012

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Documentation and Submit Service Requests

For information about obtaining documentation, submitting a service request, and gathering additional information, see the monthlyWhat's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation

Subscribe to What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.

Preface Documentation and Submit Service Requests

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C H A P T E R

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Cisco HCS for Contact Center

Cisco Hosted Collaboration Solutions (Cisco HCS) for Contact Center is a next generation unified

communication and collaboration platform for service providers and partners who want to offer unique Cisco collaboration technologies using hosted and managed models. A service provider can offer swift deployment of Unified Communications Manager applications with considerable value to the end customer, taking advantage of shared management/aggregation infrastructure, economies of scale, and simplified deployment.

• Cisco HCS for Contact Center Topology, page 2

• Cisco HCS for Contact Center Options and Feature Support, page 3

• Remote Office Options, page 5

• Shared Management, page 6

• Core Solution Components, page 9

• Core Component Integrated Options, page 10

• Optional Cisco Components, page 13

• Optional Third-Party Components, page 13

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Cisco HCS for Contact Center Topology

The following figure shows the high-level solution topology for Cisco HCS for Contact Center 9.0. Figure 1: Cisco HCS for Contact Center

Cisco HCS for Contact Center service delivers Cisco Unified Contact Center Enterprise (Unified CCE) on a single pair of duplexed Unified Computing System (UCS) B230-M2 blades, referred to as Side A and Side B. Cisco HCS for Contact Center offers the same shared management (service fulfillment and assurance) and aggregation (carrier trunks) that is common for all customer instances and used for other Cisco HCS services. Cisco HCS for Contact Center is deployed in a virtualized environment, using OVA templates that are downloaded fromCisco Systems.

For an illustration of the topology seeFigure 2: Cisco HCS for Contact Center Topology, on page 3. For an illustration of remote office options seeFigure 4: Remote Office Options, on page 6.

The Contact Center aggregation layer and the shared management layer combines Cisco HCS components with the multiple network connections and route requests to the dedicated customer instances. Shared

Cisco HCS for Contact Center Cisco HCS for Contact Center Topology

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aggregation consists of PGW and Cisco UBE-SP and shared management consists of UCDM, CCDM, CUOM/SM, DCNM, UCS Manager, vCenter, and ASA (Firewall/NAT).

Figure 2: Cisco HCS for Contact Center Topology

Cisco HCS for Contact Center Options and Feature Support

HCS for Contact Center is a virtual deployment that is physically deployed as a: • Single pair of blades for up to 1000 agent deployment, or

• Single pair of blades for two customer instances of up to 500 agent deployment. Cisco HCS for Contact Center

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For more information about additional options co-located on the Contact Center blade, seeSpec-based Hardware Support.

Note

HCS for Contact Center includes the following core components and functionality.

Functionality Component

Day 2 web configuration and WebServices API Contact Center Domain Manager (CCDM)

Voice ACD Cisco Unified Contact Center Enterprise (Unified

CCE)

Self Service, IVR, and rich VXML scripting Cisco Unified Customer Voice Portal (Unified CVP)

Reporting Cisco Unified Intelligence Center (Unified

Intelligence Center)

PBX, Call Control, and back-office phones Cisco Unified Communications Manager (Unified

Communications Manager )

Web 2.0 Agent Desktop Cisco Finesse (Finesse)

HCS for Contact Center offers the following features and options that are pre-sized within core components. • Core component Integrated options:

◦ Courtesy Callback ◦ Agent Greeting ◦ Whisper Announcement ◦ Database Integration ◦ Outbound Dialer ◦ Local trunks ◦ Mobile Agent ◦ Post Call Survey • Optional Cisco components:

◦ AW/HDS/DDS ◦ Span-based monitoring • Optional third-party components:

◦ Wallboard

◦ Workforce Management ◦ Recording

◦ Speech-ASR/TTS

Cisco HCS for Contact Center Cisco HCS for Contact Center Options and Feature Support

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The following figure shows the list of features and options supported for HCS for Contact Center Release 9.0.

In several instances, configuration and capacity limits in this document supersede the information in the following:

• Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND)

• Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise and Hosted, Release 9.0 (1)

Figure 3: HCS for Contact Center Options and Feature Support

Remote Office Options

Remote office options include: • Local trunk breakout Cisco HCS for Contact Center

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• Office only with Unified CCE agents • Cisco Virtual Office

• Mobile Agent

Figure 4: Remote Office Options

Shared Management

This section describes the following shared management components: •Unified Contact Center Domain Manager, on page 7

Cisco HCS for Contact Center Shared Management

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•Unified Communications Domain Manager, on page 8

•ASA NAT and Firewall, on page 8

Unified Contact Center Domain Manager

Cisco Unified Contact Center Domain Manager (Unified CCDM) is a browser-based management application that is designed for use by Contact Center/system administrators, business users, and supervisors. It is a dense, multi-tenanted provisioning platform that overlays the Contact Center equipment. The Contact Center equipment consists of configuration items, generally known as resources, such as agents or skill groups, and events that are logged when the resources are used by the equipment, such as call record statistics.

Unified CCDM partitions the resources in the equipment using a familiar folder paradigm. These folders are then secured using a sophisticated security structure that allows administrators to specify which users can perform which actions within the specified folders. Unified CCDM supplies a number of tools that operate on the configuration and statistics data and allow users to modify both the Contact Center and Unified CCDM itself. The tools are all inherently multi-tenanted and the following tools are currently supported:

• Information Notices tool provides a Message of the Day"functionality

• Service Manager tool enables the dynamic modification of agent teams and skill groups

• System Manager tool enables users to create and modify resources such as agents or call types and organize them into a hierarchical folder structure

• Security Manager tool enables administrators to set up and manage security permissions

Unified CCDM focuses on supplying multi-tenancy functionality, playing to the business plans of hosts and large enterprises by enabling distributed or disparate Contact Center equipment to be partitioned:

• Unified CCDM abstracts and virtualizes the underlying Contact Center equipment, thereby allowing centralized deployment and decentralized control, which in turn gives economies of scale while supporting multi-level user command and control.

• Unified CCDM allows the powerful and flexible native provisioning operations to be abstracted into simple, high-level tasks that enable business users to rapidly add and maintain Contact Center services across the virtualized enterprise (or portion thereof).

• Unified CCDM users can see only the resources in the platform that they are entitled to see, thereby giving true multi-tenancy.

• Unified CCDM users can only manipulate resources visible to them, by using the tools and features they are authorized to use, thereby giving role-based task control.

Unified CCDM maintains a complete data model of the Contact Center equipment to which it is connected. This data model is periodically synchronized with the equipment. In addition to the configuration information such as agent and skill groups, Unified CCDM records the events logged by the equipment, such as call records, for management information and reporting.

Unified CCDM provisions multiple Contact Center customer instances. It also provides the northbound REST and SOAP interfaces for multiple instances from a shared Unified CCDM.

Install the Unified CCDM servers on a Service Provider Management AD domain and create a trust relationship with the Unified CCDM domain and each customer instance domain.

Cisco HCS for Contact Center

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Refer to the sections Install and Configure Unified CCDM, on page 87andProvision Unified CCE Using Unified CCDM, on page 239for Installing and provisioning Unified CCDM information respectively. You can also refer tohttps://communities.cisco.com/docs/DOC-30674for the Unified CCDM documentation set.

Unified Communications Domain Manager

In HCS, Unified Communications Domain Manager provisions Unified Communications (UC) applications and devices, such as:

• Cisco Unified Communications Manager (Unified Communications Manager) • Cisco Unity Connection

• Cisco Unified Presence (CUP) • PSTN Gateway (PGW)

• Customer premises equipment (CPE)

Unified Communications Domain Manager is a multi-tenant application, so you can use the Unified Communications Domain Manager server to provision all HCS customers. HCS supports only one Unified Communications Domain Manager instance per HCS installation.

Figure 5: Unified Communications Domain Manager

ASA NAT and Firewall

Cisco Adaptive Security Appliance (ASA) Firewall partitions a single security appliance into multiple virtual devices known as security contexts. Each context is an independent device, with its own security policy,

Cisco HCS for Contact Center Unified Communications Domain Manager

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interfaces, and administrators. Multiple contexts are similar to having multiple standalone devices. Each context keeps customer traffic separate and secure, and also makes configuration easier. All customer traffic is first sent to the firewall before forwarding to the computer resources.

Core Solution Components

This section describes the following core solution components: •CUBE-Enterprise, on page 9

•Unified CCE, on page 9

•Unified CVP, on page 9

•Unified CM, on page 10

•Unified Intelligence Center, on page 10

•Cisco Finesse, on page 10

CUBE-Enterprise

Cisco Unified Border Element Enterprise provides the feature set to support the transition to SIP trunking. Cisco session border controller (SBC), the Cisco Unified Border Element, provides these important services between the enterprise and service provider networks:

• Interworking: The capability to interconnect different signaling methods and variants. • Demarcation: The capability to act as a distinct demarcation point between two networks. • Security: The capability to intelligently allow or disallow real-time traffic between networks.

Unified CCE

Unified Contact Center Enterprise (Unified CCE) is the software application that provides the contact center features, including agent state management, agent selection, call routing and queue control, IVR control, CTI Desktop screen pops, and contact center reporting. The Unified CCE runs on Cisco Unified Communications on Cisco Unified Computing System (Cisco Unified Communications on Cisco UCS) virtualized servers or exact equivalents unless otherwise specified. It relies on the Microsoft Windows Server 2008 R2 operating system software and the Microsoft SQL Server 2008 database management system.

Unified CVP

Cisco Unified Customer Voice Portal (Unified CVP) is a software application that runs on industry-standard servers such as Cisco Unified Communications on Cisco Unified Computing System (Cisco Unified Communications on Cisco UCS) virtualized servers. It provides prompting, collecting, queuing, and call control services using standard web-based technologies. The Unified CVP architecture is distributed, fault Cisco HCS for Contact Center

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tolerant, and highly scalable. With the Unified CVP system, voice is terminated on Cisco IOS Firewall (IOS Firewall) gateways that interact with the Unified CVP application server using VoiceXML (speech) or SIP (call control). The Unified CVP Server includes Call, VXML, and Media Server.

Unified CM

Unified CM, the call-processing component of the Cisco Unified Communications System, extends enterprise telephony features and capabilities to IP phones, media processing devices, voice-over-IP (VoIP) gateways, mobile devices, and multimedia applications.

Unified Intelligence Center

Cisco Unified Intelligence Center provides real-time and historical reporting on the contact center business, aggregating reporting from the Unified CCE and Unified CVP databases.

Cisco Finesse

Cisco Finesse is the next-generation agent and supervisor desktop for Cisco Unified Contact Center Enterprise, providing benefits across a variety of communities that interact with your customer service organization. It is designed to improve collaboration by enhancing the customer and customer service representative experience. The Cisco Finesse agent and supervisor desktop for Cisco Unified Contact Center Enterprise integrates traditional contact center functions into a thin-client desktop. A critical characteristic is that every desktop is 100-percent browser-based and implemented through a Web 2.0 interface. No client-side installations are required. This reduces the total cost of ownership (TCO).

Cisco Finesse also provides a Web 2.0 software development kit (SDK) and gadgets to enable developers to quickly get started with implementing in your environment.

Core Component Integrated Options

This section describes the following core component integrated options: •Courtesy Callback, on page 11

•Agent Greeting, on page 11

•Whisper Announcement, on page 11

•Database Lookup Integration, on page 12

•Local Trunk, on page 12

•Unified Mobile Agent, on page 12

•Outbound Dialer, on page 12

•Post Call Survey, on page 12

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Courtesy Callback

Courtesy Callback limits the time a caller waits on the phone for an agent to answer. Instead of listening to queue music, callers have the option to have their calls returned when an agent becomes available. Each call has a calculated Estimated Wait Time (EWT). When a callers' EWT approaches zero, the script initiates a call back to the caller. Upon retrieving the caller on the phone again, the caller is placed back into the queue in the order in which they first entered. Therefore, their call is transferred to an agent. For more information about Courtesy Callback, seeConfigure Courtesy Callback.

Agent Greeting

You can play a configurable, automated agent greeting to callers, standardizing the caller experience. The greeting helps keep the agent voices fresh because they do not have to repeat the same greeting on every call. The Agent Greeting feature lets you record a message that plays automatically to callers when they connect to you. The greeting message can welcome the caller, identify the agent, and include other useful contextual information. With Agent Greeting, each caller receives a clear, well-paced, and language-appropriate introduction.

The process of recording a greeting is similar to recording a message for your voice mail. Depending on how your call center is set up, you can record different greetings that play for different types of callers (for example, an English greeting for English speakers or an Italian greeting for Italian speakers).

By default, greeting play is enabled when you log in to your agent desktop, but you can turn it off and on as necessary.

Agent Greeting is available to agents and supervisors who use IP Phones with Built-in-Bridge (BiB) that are controlled by the Unified CCE and Unified CM. These agents are typically located within a contact center. This feature is subject to certain functional limitations. For more information about the Agent Greeting phone requirements and limitations, seeAgent Greeting Design Considerations, on page 75.

To deploy the Agent Greeting feature, you must configure Unified CVP, Unified CCE, and Unifed CCM. For more information about these configurations, seeConfigure Agent Greeting.

VXML gateway IVR leg dial-peer must not use the voice-class codec, it should use either the codec G.711u-law or the codec G.711a-law.

Note

Whisper Announcement

Customers can play a configurable announcement to an agent right before the caller is connected, providing information about the type of call being delivered (for example, sales or tech support) and other guidance. Agents get information about the caller through their headset, speeding problem handling and improving first-call resolution.

Whisper Announcement plays a brief, prerecorded message to an agent just before the agent connects with each caller. The content of the announcement can contain information about the caller that helps prepare the agent to handle the call. You can enable Whisper Announcement and specify the announcements to play in your Unified CCE call routing scripts. For more information about these scripts, seeConfigure Whisper Announcement, on page 325.

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Whisper Announcement is subject to certain limitations. For more information about Whisper Announcement, seeWhisper Announcement Design Considerations, on page 76.

Database Lookup Integration

Database Lookup Integration provides the option to integrate with an external database and to create, or update, or retrieve the operations on a database table. For more information, seeConfigure Database Integration, on page 326.

Local Trunk

The HCS for Contact Center has two options for local trunks at the customer premise: • Cisco Unified Border Element—Enterprise at the customer premise

• TDM gateway at the customer premise

Transcoding resources are not deterministically picked from the local customer premise gateway. Note

For more information, refer Local Trunk Design Considerations, on page 76.

Unified Mobile Agent

Unified Mobile Agent enables an agent using any PSTN phone and a broadband VPN connection (for agent desktop communications) to function just like a Unified CCE agent sitting in a formal call center and using a Cisco IP Phone monitored and controlled by Cisco Unified Communications Manager (Unified CM) JTAPI.

Outbound Dialer

The Cisco Outbound Option application provides outbound dialing functionality along with the existing inbound capabilities of the Cisco Unified Contact Center Enterprise. This application enables the contact center to dial customer contacts and direct contacted customers to agents or IVRs. With Cisco Outbound Option, you can configure a contact center for automated outbound activities.

HCS for Contact Center Release 9.0 only supports SIP dialer. This release does not support SCCP dialer. Note

Post Call Survey

A Post Call Survey takes place after normal call treatment typically to determine whether a customer was satisfied with their call center experience. This feature enables you to configure a call flow that, after the agent disconnects from the caller, optionally sends the call to a Dialed Number Identification Service (DNIS) configured for a Post Call Survey.

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The caller can be prompted during IVR treatment as to whether they want to participate in a Post Call Survey. If they choose to do so, they are automatically transferred to the Post Call Survey after the normal call flow completes, for example, after the agent ends the conversation.

For more information about post call survey, seeConfigure Post Call Survey.

Optional Cisco Components

This section describes the following optional Cisco components: •AW/HDS DDS, on page 13

•SPAN-Based Monitoring, on page 13

AW/HDS DDS

Administration & Data Servers have several roles: Administration, Real-Time Data Server, Historical Data Server, and Detail Data Server. The AW/HDS DDS Server is a combination of Administration Server, Real-Time and Historical Data Server, and Detail Data Server all in one.

SPAN-Based Monitoring

You can silently monitor the mobile agents through CTI OS based silent monitoring. To do this, you must deploy a standalone silent monitor server. This silent monitor server gains access to mobile agent voice traffic through a SPAN port that you must configure to send all traffic to and from the agent gateway to the silent monitor server. The silent monitor server then filters and forwards voice traffic for the selected agent to the supervisor's silent monitor server.

Optional Third-Party Components

This section describes the following optional third-party components: •Speech - ASR/TTS, on page 13

•Recording, on page 14

•Wallboard, on page 14

•Workforce Management, on page 14

Speech - ASR/TTS

Automatic Speech Recognition (ASR) allows callers to speak words or phrases to choose menu options. For example, after a caller dials, an Automated Attendant receives a welcome message, and is asked for the name of the caller, the caller can say a name and then be connected to that person.

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Text-to-Speech (TTS) converts plain text (UNICODE) into speech. For example, VXML gateways either retrieves and plays back the pre-recorded audio files referenced in the VXML document or it streams media from text-to-speech (TTS) server.

Recording

The Recording option provides network-based, recording, playback, live streaming, and storage of media for compliance, quality management, and agent coaching including audio and video, with rich recording metadata. The platform provides an efficient, cost-effective foundation for capturing, preserving, and mining conversations for business intelligence.

Wallboard

Wallboard provides the user with the ability to monitor, in real time, the service being provided to customers and display information on customer service metrics such as number of calls waiting, waiting call length, and Service levels.

Workforce Management

Workforce Management (WFM) is a browser application that can be accessed by any user (agent, supervisor, scheduler, and administrator) who has the Internet Explorer browser. WFM does not use a thick client (which would require installation programs) and therefore, is ideally suited to a highly-distributed workforce environment.

WFM allows the scheduling of multiple Contact Service Queue (CSQs) and sites. A single WFM implementation may be used worldwide. It also allows the managing of key performance indicators and real-time adherence to schedules.

Deployment Models

This section describes the following two deployment models: •500 Agent Deployment

•1000 Agent Deployment

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The following figure shows the 500 or 1000 agent deployment with the high density B230M2-VCDL1 blade. Use the guidelines forspecification-based hardware to add additional VM for options.

Figure 6: 500 Agent or 1000 Agent Deployment with the High Density B230M2-VCDL1 Blade Cisco HCS for Contact Center

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500 Agent Deployment

The following figure shows the 500 or less agent deployment model allowing a single blade to be shared for two customer instances.

Figure 7: 500 or Less Agent Deployment Model with Single Blade Shared by Two Customers

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1000 Agent Deployment

500 Agent Deployment, on page 16shows the 1000 agent deployment with the high density B230M2-VCDL1 blade. Use the guidelines forspecification-based hardware to add additional VMs for options. For more information about available options, see500 Agent Deployment, on page 16.

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C H A P T E R

2

Prerequisites

• Required Hardware, page 19

• Required Software, page 21

• Open Virtualization Format Files, page 25

• Checklists, page 27

Required Hardware

HCS for Contact Center Release 9.0 supportsTested Reference ConfigurationsandSpec-based Hardware Support.

Tested Reference Configurations

This section lists the specifications for theUCS B230 M2 blade server. The source system at the partner or service provider uses one core server for the golden template environment. The customer destination system must run in a duplexed environment using a pair of core Unified Computing System (UCS) B230 M2 blade servers—known as Side A and Side B.

Cisco UCS B230 M2 Tested Reference Configuration (TRC) blade server

Server Model

Intel(R) Xeon(R) CPU E7-2870 @ 2.40GHz CPU Type

Two 10-core CPUs CPU Cores

128 GB Memory

Diskless Disks

Cisco Virtual Interface Card (VIC:PCIe 2-port 10 Gigabit Ethernet)

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Cisco UCS B230 M2 Tested Reference Configuration (TRC) blade server

Server Model

UCS-B230M2-VCDL1 Part Number

Spec-based Hardware Support

HCS for Contact Center Release 9.0 supportsspecification-based hardware, but limits this support to only UCS B-Series blade hardware. This section provides the supported server hardware, component version, and storage configurations.

Table 1: Hardware Requirements

Description Component

Server

Intel Xeon 5600 family 2.53 GHz physical core speed minimum

Intel Xeon 7500 family 2.53 GHz physical core speed minimum

Intel Xeon E7-2800 family 2.4 GHz physical core speed minimum

CPU Type Cisco UCS B2XX Blade Server

For example, Cisco

UCS-B200M2-VCS1 Blade Server or Cisco UCS-B230M2-VCDL1Blade Server 10 minimum CPU Core 64 GB minimum Memory

2 Ethernet NIC configured Cisco UCS M71KR-Q or Cisco UCS M81KR (CoW) Virtual Interface Card

ISR G2 with combo TDM and VXML Cisco recommends Gateways 3925E and 3945E.

Cisco Unified Border Element Enterprise Gateway

For spec-based hardware, total CPU reservations must be within 65% of the available CPU of the host and total memory reservations must be within 80% of the available memory of the host.

Note

Prerequisites Spec-based Hardware Support

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Required Software

The following table contains the software requirements for core cisco components of HCS for Contact Center.

Major Release Version Component 9.0(2) or later MR Unified CCE 9.0(1) or later MR Unified CVP 9.0(1) or later MR Cisco Finesse 9.0(1) Unified CM 9.0(1) or later MR Unified Intelligence Center

9.0(1) or later MR Unified CCDM

8.1.0 Unified Communications Domain Manager

15.2(3) T1 or later MR Cisco IOS Gateways

2.0(2r) UCS Manager Nexus1000v.4.2.1.SV1.5.1 Nexus 1000v 8.4.3 ASA

Automation Software

Automation software is required for golden templates only.

Notes Download

Version Software

Download and extract the

GoldenTemplateTool_901 zip zip

file to run the automation tool. See Automated Cloning and OS Customization, on page 160. Go tohttps://

communities.cisco.com/docs/ DOC-30791.

Click Download Software. Then select HCS for CC Deployment Scripts. 9.0(1) GoldenTemplateTool_901 zip file Prerequisites Required Software

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Version Software

Use PowerCLI to run the automation script. Download and then install this

VMWare tool on the client computer from which the automation scripts will be run.

http:// downloads.vmware.com/d/ details/pcli50/ dHRAYnQlKmpiZHAlJQ== Version 5.0, 32-bit PowerCLI

Used in the configuration of the: • Cisco Unified

Communications Manager publisher and subscribers • Cisco Unified Intelligence

Center publisher and subscriber

• Cisco Finesse primary and secondary nodes

WinImage creates a floppy image (.flp file) from the

platformConfig.xml file. This file contains the parameters for the customization of the

publishers/primary and subscribers/secondary nodes. Download and then install

WinImage 8.5 on the client computer from which the automation scripts will be run.

http://winimage.com/ download.htm. WinImage 8.5 WinImage

Third-Party Software

Notes Version Software Used for:

• Unified CCE Call Server • Unified CCE Data Server • Unified CVP Server • Unified CVP OAMP Server • Unified CVP Reporting Server Service Pack 1

Microsoft Windows Server 2008 R2 Standard Edition

Used for Unified CCE Data Server Service Pack 1

Microsoft SQL Server 2008 R2 x64 Standard Edition

Prerequisites Third-Party Software

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Notes Version

Software

Required for deploying virtual machines.http://

downloads.vmware.com/

5.0 vCenter Server

Required for deploying virtual machines.www.vmware.com/go/ get-free-esxi

5.0 ESXi Server

http://downloads.vmware.com/

vSphere client is a free software provided by VMWare. It is required for managing a virtualized infrastructure. Datastore and network configuration of the ESXi host must be done manually. 5.0

vSphere Client

Required for all applications that run on the Windows platform.

For more information, seeInstall Anti-Virus Software, on page 140. One of:

• Symantec Endpoint Protection 11.0/12.1

• Trend Micro Server Protect version 5.7/5.8

• McAfee VirusScan Enterprise 8.7i/8.8i

Anti-Virus

Microsoft Excel Release 2003 or later is used to provide the input data for the datasheet used for the automation. For more information, seeComplete Automation Spreadsheet, on page 161. Release 2003 or later

Microsoft Excel

Unified CCDM, Cisco Finesse Agent Desktop, and Unified Intelligence Center reports.

9.0 Internet Explorer

Required Software Licenses

The following table contains the number of software licenses required to deploy a single instance of Cisco Hosted Collaboration Solution for Contact Center for the 500 agent deployment.

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Table 2: License Requirements for 500 Agent Deployment

Total Number of Licenses Number of Licenses

Software Type

8 (7 required, 1optional) Microsoft Windows Server 2008 Standard Edition

4 Unified CCE 2 Unified CVP 1 Unified CVP OAMP 1 Unified CVP Reporting Server

(Optional)

This is a mandatory

component for Courtesy Call Back.

Note

2 Microsoft Windows SQL Server 2008 Standard Edition

2 Unified CCE

The following table contains the number of software licenses required to deploy a single instance of Cisco Hosted Collaboration Solution for Contact Center for the 1000 agent deployment.

Table 3: License Requirements for 1000 Agent Deployment

Number of Licenses Software License

10 (9 required, 1 optional) Microsoft Windows Server 2008 Standard Edition

4 Unified CCE 4 Unified CVP 1 Unified CVP/OAMP 1 Unified CVP Reporting Server

(Optional)

This is a mandatory

component for Courtesy Call Back.

Note

2 Microsoft Windows SQL Server 2008 Standard Edition

2 Unified CCE

The following table contains the number of software licenses required for Unified CCDM.

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Table 4: License Requirements for Unified CCDM

Number of Licenses Software Type

4 Microsoft Windows Server 2008 Standard Edition

2 Microsoft Windows SQL Server 2008 Enterprise Edition

Configuration Software

Software

Import these files into the Unified CCE Data Server. For more information, seeLoad Base Configuration, on page 193.

https://communities.cisco.com/ docs/DOC-30157

Cisco HCS for Contact Center Day 1 configuration files for 500 agents and 1000 agents

Run this software to modify the domain name in System

Information. For more information, seeLoad Base Configuration, on page 193.

https://communities.cisco.com/ docs/DOC-30310

Domain change script

Open Virtualization Format Files

Open Virtualization Format files (OVAs) are required for golden templates.

OVA files are contained in the HCS-CC 9.0-OVA.zip file athttps://communities.cisco.com/docs/DOC-30288. Download and extract this file and save the OVAs to your local drive. You can browse to them from the vCenter.

The following OVA's are for HCS Core Components :

OVA Software

HCS-CC_9.0_CCE-CVP_vmv8_v1.0.ova • Cisco Unified Contact Center Enterprise (Unified CCE Call

Server and Unified CCE Data Server)

• Cisco Unified Customer Voice Portal (Unified CVP

Call/VXML/Media, Unified CVP Reporting Server, and Unified CVP OAMP Servers)

• Cisco Unified Contact Center Domain Manager DB server • Cisco Unified Contact Center Domain Manager Web server

cucm_9.0_vmv8_v1.5.ova Cisco Unified Communications Manager (Publisher and Subscriber)

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OVA Software

HCS-CC_9.0_CUIC_vmv8_v1.0.ova Cisco Unified Intelligence Center (Unified Intelligence Center)

(Publisher and Subscriber)

HCS-CC_9.0_Finesse_vmv8_v1.0.ova Cisco Finesse Primary and Secondary

HCS for Contact Center uses the four OVAs that define the basic structure of the corresponding VMs that are created - including the CPU, RAM, disk space, reservation for CPU, and reservation for memory.

HCS Core Components OVA

•Hosted Collaboration Solution for Contact Center OVA, on page 26

•Unified Intelligence Center OVA, on page 27

•Unified Communications Manager OVA, on page 27

•Cisco Finesse OVA, on page 27

The VMs and software components are optimized for Cisco HCS for Contact Center. You must use the OVAs for Cisco HCS for Contact Center.

Note

Related Topics

Hosted Collaboration Solution for Contact Center OVA, on page 26 Unified Intelligence Center OVA, on page 27

Unified Communications Manager OVA, on page 27 Cisco Finesse OVA, on page 27

Hosted Collaboration Solution for Contact Center OVA

TheCisco Hosted Collaboration Solution for Contact Center OVA filename

HCS-CC_9.0_CCE-CVP_vmv8_v1.0.ova contains the deployment configurations for both the 500 and 1000

agent deployments.

500 Agent Deployment Configurations

The 500 agent deployment requires the following configurations: • CCE Call Server- 500 Agent

• CCE Data Server- 500 Agent • CVP Call/VXML Server- 500 Agent • CVP Reporting Server- 500 Agent • CVP OAMP Server- 500 Agent • Unified CCDM Database Server

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• Unified CCDM Web Server

1000 Agent Deployment Configurations

The 1000 agent deployment requires the following configurations: • CCE Call Server- 1000 Agent

• CCE Data Server- 1000 Agent • CVP Call/VXML Server - 1000 Agent • CVP Reporting Server- 1000 Agent • CVP OAMP Server - 1000 Agent • Unified CCDM Database Server • Unified CCDM Web Server

Unified Intelligence Center OVA

TheCisco Unified Intelligence Center Reporting Server OVA filenameHCS-CC_9.0_CUIC_vmv8_v1.0.ova

contains the Unified Intelligence Center deployment configuration for the Publisher and Subscriber nodes.

Unified Communications Manager OVA

The Unified Communications Manager OVA filename cucm_9.0_vmv8_v1.5.ova contains the Unified Communications Manager deployment configuration for the Publisher and Subscriber nodes.

• For 500 agent deployment model use 2500 users.

Manually change 1 vCPU reservation to 2 vCPUs for 500 agent deployment model. Note

• For 1000 agent deployment model use 7500 users.

Cisco Finesse OVA

The Cisco Finesse OVA filename HCS-CC_9.0_Finesse_vmv8_v1.0.ova contains the Cisco Finesse deployment configuration for the Publisher and Subscriber nodes.

Checklists

Done Task Sequence Prerequisites, on page 19 1 Prerequisites