Cisco Cisco Unified Intelligent Contact Management Software Release Note

Substitute Step 5 detailed below for Step 5 from the Enterprise ICM Dedicated Forest/Domain 
Model. 

1. Click 

Start > Programs > Admin Tools > DNS > Configure Your Server. 

2.  From the left column, select the “Networking” menu and select DNS. 

o 

Select Setup DNS. You are prompted to insert the Windows 2000 CD. 

o 

DNS loads after you insert the Windows 2000CD. 

3. Click 

Start > Programs > Admin Tools > DNS. 

4.  Expand the Hostname Tree. 

5.  Highlight Forward Lookup Zones, right-click and select New Zone. 

6.  Within the New Zone wizard, select “Active Directory Integrated Zone” and enter the full DNS 

name of the Child Domain DNS zone. 

7.  Highlight the machine name, right-click and select Properties. 

8.  On the Interfaces Tab, select “Listen on Only the following IP addresses” and remove all but the 

visible machine address. 

9.  Complete the configuration of the AD Integrated Forward and Reverse Lookup Zones. 

o 

Highlight the Child Domain zone name under Forward Lookup Zones, right-click and select 
Properties. 

o 

On the General Tab, for “Allow Dynamic Updates,” select “Only Secure Updates” from the 
menu. 

o 

The Zone Transfers Tab is only for use when there is a trust between this domain and another 
domain. If there is a trust, you must transfer zone updates from this Active Directory 
Integrated Zone to a Standard Secondary Zone on the DNS Servers in the other domain. Select 
“Allow Zone Transfers,” then choose “only to the following servers” and enter the IP 
Addresses of the DNS Servers in the other domain.  

o 

To configure the required Reverse Lookup Zones, repeat the steps below for each ICM 
domain level network within the Forward Lookup Zone.  

Note: Networks within a Forward Lookup Zone include all visible and private networks utilized in 
a DNS Zone. These networks define Reverse Lookup Zones relative to the Forward Lookup Zone. 

o 

Under the server name, right-click on Reverse Lookup Zones and select New Zone. 

o 

Within the New Zone wizard, select “Active Directory Integrated”. 

o 

In the Reverse Lookup Zone screen, select the radio button “Network ID” and enter required 
the number of octets for the Reverse Lookup Zone. The Reverse Lookup Zone Name 
automatically enters. 

 

Repeat the steps below for each ICM domain Reverse Lookup Zone: 

1.  Highlight the zone name under Reverse Lookup Zones, right-click and select Properties. 

2.  On the General Tab, for “Allow Dynamic Updates,” select “Only Secure Updates” from the menu. 

 

Manually complete DNS Host and PTR records 

1.  Manually enter all hostnames for the machines that house ICM nodes, as well as all NIC’s and 

Peripherals for which ICM Setup requires hostname resolution, into the appropriate DNS Forward 
Lookup Zone. On the DNS Server, right-click on the Forward lookup Zone Name and select 
“New Host.” The hostname of this Root Domain Controller should already be in the file.  

2.  Add All ICM hostnames (visible, visible high, private, private high, SAN) and their associated IP 

Addresses. Check the box to create an associated PTR Record (reverse lookup zone record). 

3.  You must manually enter any Peripherals (ACD’s/VRU’s) and NIC’s accessed by the ICM 

through hostname resolution in the Forward Lookup Zone.