Release NoteTable of Contents1 Overview8Release Terminology: Major, Minor, and Maintenance Releases8Hardware, System Software, and Capacity Sizing81.1 Updated Information in this Document92 References102.1 Note on Cisco Product Names103 Servers for Cisco Contact Center Applications114 Server Hardware Configuration Guidelines12Recommended Redundant Hardware12Central Processing Unit12Storage Hardware12Required controllers:12Configuration guidelines:13Supported configurations:13Unsupported configurations:13Unqualified storage and backup options:134.1 Unified Contact Center Management Portal Data Storage and Backup154.1.1 Database Sizing155 Software Upgrade Considerations165.1 Upgrading to ICM/IPCC Release 7.0(0)165.2 Installing ICM/IPCC Maintenance Release 7.1(x)186 ICM/IPCC Configuration Limits and Scalability Constraints187 ICM/IPCC Hardware and Software Requirements217.1 IPCC Enterprise Edition Hardware Requirements227.1.1 Notes on Agent Capacity Calculation22CTI OS23Mobile Agents23New Server Classes237.1.2 New Deployments and Technology Refresh24Option 1 - Supports up to 450 Agents24Option 2 - Supports from 500 to 6000 Agents247.1.3 Common Ground Upgrade26Option 1 - Support up to 360 Agents26Option 2 - Supports from 300 to 5100 Agents277.1.4 Unified Contact Center Management Portal287.2 System IPCC Enterprise Hardware Requirements29Option 1 - Supports up to 300 agents29Option 2 - Supports up to 2000 agents29Administration and Reporting Server297.3 ICM Enterprise Edition Hardware Requirements307.3.1 Note on Agent Capacity30Agent Capacity307.3.2 New Deployments and Technology Refresh307.3.3 Common Ground Upgrade317.4 IPCC Hosted Edition Hardware Requirements337.4.1 Unified Contact Center Management Portal Hardware Requirements347.4.1.1 Two Physical Drive Layout347.4.1.2 Network34Network Recommendations347.5 ICM Hosted Edition Hardware Requirements357.6 ICM/IPCC Common Component Server Requirements367.6.1 ICM Router367.6.2 ICM Logger36Operating System and Database Requirements36For Remote Management/Support367.6.2.1 New Deployment and Technology Refresh Upgrade377.6.2.2 Common Ground Upgrade377.6.3 AW – Distributor, HDS, and WebView Server38Graphics and Monitor For ICM AW38For IPCC Hosted Edition387.6.3.1 New Deployment and Technology Refresh Upgrade397.6.3.1.1 AW – Real-Time Distributor, HDS and with co-resident WebView39Operating System and Database Requirements397.6.3.1.2 AW – Real-Time Distributor, HDS and with separate dedicated WebView Server(s)40Operating System and Database Requirements407.6.3.2 Common Ground Upgrade417.6.3.2.1 AW – Real-Time Distributor, HDS and with co-resident WebView41Operating System and Database Requirements417.6.3.2.2 AW – Real-Time Distributor, HDS and with separate dedicated WebView Server(s)42Operating System and Database Requirements427.6.3.3 Dedicated WebView Server427.6.4 AW – Real-Time Distributor437.6.5 AW – Real-Time Client only (Client AW)437.6.6 WebView Client and Internet Script Editor447.6.7 VRU Peripheral Gateway (PG)447.6.8 IPCC Gateway457.6.9 TDM ACD Peripheral Gateway (PG)45Other TDM ACD PG Requirements467.6.10 ICM/IPCC SS7 Network Interface Option477.6.11 ICM Outbound Option48Required Dialogic Software48Dialogic Card Requirements48Operating System Requirement49ACD Requirements497.6.12 CTI OS Server497.6.13 Silent Monitor Service for CTI OS49Silent Monitor Server49Silent Monitor Service for IPCC Toolkit497.6.14 Citrix MetaFrame Presentation Server 4.0497.6.15 CTI OS Agent and Supervisor Desktops507.6.16 CTI Driver for Siebel517.6.17 Cisco Data Store527.6.18 CRM Connector527.6.18.1 CRM Connector for Salesforce.com, PeopleSoft and Microsoft CRM 3.0527.6.18.1.1 CRM Connector Server527.6.18.1.2 CRM Connector Server Administration Tool527.6.18.1.3 CRM Connector Adapter for Salesforce.Com537.6.18.1.4 CRM Connector Adapter for PeopleSoft537.6.18.1.5 CRM Connector Adapter for Microsoft CRM 3.0537.6.18.2 CRM Connector for SAP547.6.18.3 CRM Connector Supported Platforms557.6.19 CAD Agent and Supervisor Desktops557.6.20 RMS – Remote Monitoring Suite567.6.21 Cisco Collaboration Server577.6.22 Cisco Media Blender (CMB) for Web Collaboration Option577.6.23 Cisco Unified Web Interaction Manager577.6.24 Dynamic Content Adapter (DCA) for Web Collaboration Option577.6.25 Cisco E-Mail Manager Option577.6.26 Cisco Unified E-mail Interaction Manager577.6.27 Cisco Support Tools Server587.6.28 Cisco Support Tools Node Agent587.7 ICM/IPCC System Software Requirements597.7.1 Microsoft Windows Server 200359Microsoft Windows Server 2003 Standard Edition59Microsoft Windows Server 2003 Enterprise Edition59Microsoft Windows Server 2003 R2597.7.2 Microsoft SQL Server 200059Microsoft SQL Server 2000 Standard Edition59Microsoft SQL Server 2000 Standard Edition can run on the following operating systems:60Microsoft SQL Server 2000 Enterprise Edition60Microsoft SQL Server 2000 Enterprise Edition can run on the following operating systems:60Microsoft Service Packs60Purchasing SQL Server 2000607.7.3 Licensing Requirements607.7.3.1 Windows Server 2003 Licensing607.7.3.2 SQL Server 2000 Licensing617.7.4 Microsoft Software Localizations637.7.5 Operating System and Database Requirements647.7.6 CTI Supported Platforms677.7.7 Supported Third Party Software687.7.8 Cisco Security Agent697.7.9 Unified Contact Center Management Portal Software Requirements69Appendix A – Server Classes70Processor Types70Other Server requirements72Class Name Convention72Appendix B – RAID Configuration Requirements73Appendix C – Acronyms and Terms74Size: 578 KBPages: 75Language: EnglishOpen manual
Release NoteTable of Contents1 Overview8Release Terminology: Major, Minor, and Maintenance Releases8Hardware, System Software, and Capacity Sizing81.1 Updated Information in this Document92 References112.1 Note on Cisco Product Names113 Servers for Cisco Contact Center Applications124 Server Hardware Configuration Guidelines13Recommended Redundant Hardware13Central Processing Unit13Network Interface Card (NIC) Speed/Duplex Configuration13Storage Hardware13Configuration guidelines:14Supported configurations:14Unsupported configurations:15Alternative storage option:15Unqualified backup options:164.1 Unified Contact Center Management Portal Data Storage and Backup164.1.1 Database Sizing165 Software Upgrade Considerations175.1 Upgrading to Unified ICM/Unified Contact Center Release 7.0(0)175.2 Installing Unified ICM/Unified Contact Center Maintenance Releases195.2.1 Unified ICM/Unified Contact Center Configuration Limits and Scalability Constraints195.2.2 Unified ICM/Unified Contact Center Hardware and Software Requirements225.3 Unified Contact Center Enterprise Hardware Requirements245.3.1 Notes on Agent Capacity Calculation25CTI OS25Mobile Agents25New Server Classes255.3.2 New Deployments and Technology Refresh25Option 1 - Supports up to 450 Agents25Option 2 - Supports from 500 to 8000 Agents265.3.3 Common Ground Upgrade27Option 1 - Supports up to 450 Agents27Option 2 - Supports from 300 to 5100 Agents275.3.4 Unified Contact Center Management Portal285.3.5 Remote Silent Monitoring29Basic Environment - Supports less than 750 agents29Enhanced Environment - Supports 750 agents or more295.4 Unified System Contact Center Enterprise Hardware Requirements30Option 1 - Supports up to: 450 agents30Option 2 - Supports up to: 2000 agents30Central Controller and/or Agent PG Server31Administration and Reporting Server315.5 Unified ICM Enterprise Hardware Requirements325.5.1 Note on Agent Capacity325.5.2 New Deployments and Technology Refresh325.5.3 Common Ground Upgrade335.6 Unified Contact Center Hosted Hardware Requirements355.6.1 Unified Contact Center Management Portal Hardware Requirements365.6.1.1 Drive Partition Layout365.6.1.2 Network36Network Recommendations365.7 Unified ICM Hosted Hardware Requirements385.8 Unified ICM/Unified Contact Center Common Component Server Requirements395.8.1 Unified ICM/Unified Contact Center Router395.8.2 Unified ICM/Unified Contact Center Logger40Operating System and Database Requirements40For Remote Management/Support405.8.2.1 New Deployment and Technology Refresh Upgrade405.8.2.2 Common Ground Upgrade415.8.3 AW – Distributor, HDS, and WebView Server42Graphics Card and Monitor for Unified ICM AW42For Unified Contact Center Hosted425.8.3.1 New Deployment and Technology Refresh Upgrade445.8.3.1.1 AW – Real-Time Distributor, HDS and with co-resident WebView44Operating System and Database Requirements445.8.3.1.2 AW – Real-Time Distributor, HDS and with separate dedicated WebView Server(s)44Operating System and Database Requirements445.8.3.2 Common Ground Upgrade45AW – Real-Time Distributor, HDS and with co-resident WebView45Operating System and Database Requirements455.8.3.2.2 AW – Real-Time Distributor, HDS and with separate dedicated WebView Server(s)46Operating System and Database Requirements465.8.3.3 Dedicated WebView Server475.8.4 AW – Real-Time Distributor485.8.5 AW – Real-Time Client only (Client AW)485.8.6 WebView Client and Internet Script Editor485.8.7 VRU Peripheral Gateway (PG)495.8.8 Unified Contact Center Gateway505.8.9 TDM ACD Peripheral Gateway (PG)50Other TDM ACD PG Requirements515.8.10 Unified ICM/Unified CC SS7 Network Interface Option525.8.11 Unified ICM Outbound Option52Required Dialogic Software52Dialogic Card Requirements53Operating System Requirement53ACD Requirements535.8.12 CTI OS Server535.8.13 Silent Monitor Service for CTI OS53Silent Monitor Server54Silent Monitor Service for Unified CC Toolkit54Citrix MetaFrame Presentation Server 4.0545.8.16 CTI Driver for Siebel555.8.17 Cisco Data Store565.8.18 CRM Connector565.8.18.1 CRM Connector for Salesforce.com, PeopleSoft and Microsoft CRM 3.0565.8.18.1.1 CRM Connector Server565.8.18.1.2 CRM Connector Server Administration Tool575.8.18.1.3 CRM Connector Adapter for Salesforce.Com575.8.18.1.4 CRM Connector Adapter for PeopleSoft575.8.18.1.5 CRM Connector Adapter for Microsoft CRM 3.0585.8.18.2 CRM Connector for SAP585.8.18.3 CRM Connector Supported Platforms595.8.19 CAD Agent and Supervisor Desktops605.8.20 Remote Monitoring Suite (RMS)615.8.21 Cisco Collaboration Server (CCS)625.8.22 Cisco Media Blender (CMB) for Web Collaboration Option625.8.23 Cisco Unified Web Interaction Manager (WIM)625.8.24 Dynamic Content Adapter (DCA) for Web Collaboration Option625.8.25 Cisco E-Mail Manager (CEM) Option625.8.26 Cisco Unified E-mail Interaction Manager (EIM)625.8.27 Cisco Support Tools Server635.8.28 Cisco Support Tools Node Agent635.9 Unified ICM/Unified Contact Center System Software Requirements645.9.1 Microsoft Windows Server 200364Microsoft Windows Server 2003 Standard Edition64Microsoft Windows Server 2003 Enterprise Edition64Microsoft Windows Server 2003 R26464-Bit Windows645.9.2 Microsoft SQL 2000 Server66Microsoft SQL Server 2000 Standard Edition66Microsoft SQL Server 2000 Standard Edition can run on the following operating systems:66Microsoft SQL Server 2000 Enterprise Edition66Microsoft SQL Server 2000 Enterprise Edition can run on the following operating systems:66Microsoft Service Packs66Purchasing SQL Server 2000665.9.3 Licensing Requirements675.9.3.1 Windows Server 2003 Licensing675.9.3.2 SQL Server 2000 Licensing675.9.4 Microsoft Software Localizations715.9.5 Operating System and Database Requirements725.9.6 CTI Supported Platforms745.9.7 Supported Third Party Software765.9.8 Cisco Security Agent (CSA)765.9.9 Server Virtualization775.9.10 Unified Contact Center Management Portal Software Requirements77Appendix A – Server Classes79Processor Types79Other Server requirements81Class Name Convention82Appendix B – RAID Configuration Requirements83Appendix C – Acronyms and Terms84Size: 1.27 MBPages: 85Language: EnglishOpen manual
Release NoteTable of ContentsCover Page1Chapter 1: Cisco Unified ICM/IP Contact Center Port Utilization3Port Utilization Table Column Definitions3Unified CCEPort Utilization4Cisco Agent Desktop (CAD) Port Utilization13Cisco Unified Contact Center Management Portal Port Utilization16Cisco Unified Expert Advisor Port Utilization19Cisco Unified CRM Connector20Cisco Voice Integration to Genesys Call Center22Size: 1.1 MBPages: 22Language: EnglishOpen manual
Maintenance ManualTable of ContentsOVERVIEW12Operational Overview122 WEB SERVER14Import a Tenant from the ICM14How does it work?14Portal Users14Host Administrator First Steps15Configuring Imported Resource Data15Creating a Tenant Administrator16Assigning Administrator Privileges173 SYSTEM PROVISIONING18Security Management18System Management184 PROVISIONING COMPONENT MONITORING19Performance Counters20Event Log Alarms215 SNMP CONFIGURATION22Stage 1 - Configure the Provisioning component alarm generator22Stage 2 - Add alarms to the Windows event log22Stage 3 - Setup the Windows SNMP service22Provisioning Component Alarms Reference23Provisioning Component Alarm Service has Started23Provisioning Component Alarm Service has Stopped23Provisioning Component Customer Script is Online23Provisioning Component Customer Script is Offline24Provisioning Component Failed Transactions24Provisioning Component Timed Out Transactions25Provisioning Component Rejected Transactions25Trap Guidelines266 AUDIT TRAILS28Audit Histories28Audit Data Report287 Bulk Upload30Member Attributes30Editing CSV files30Template Guide30Global Template Columns30Agent Template32Folders Template33Agent Desktop Template33Agent Team Template34Enterprise Skill Group Template34Skill Group Template34User Variable Template35Using the Bulk Upload Tool35Data Types36Agent Security Field Example36Reasons for Upload Failure378 INDEX38Event Outcome30Event Source29Example37Advanced Mode18Excel31Agent33Agent Team35Alarm25Alarm generator24Failed transactions26Application Component14Argument Exception38Filtered21History29Audit Name29Audit Report29Boolean37Call Error Rate22History tab29Call Reject Rate22Call Request Rate22Hyphen37Call Timeout Rate22Configuration Manager16Corrupt CSV file31ICM16CSS38CSV31Resource data17Alarms28Incoming34Data Import Component15IP address24Database14IPTA35Database Server15Item Name30Date format37Item Type Name29Description31Item Type Success30Dialed Number35Domain Login Name34Domain User Name34Log23Application25Event23Login Name Already Exists38Edit Filter29Enabled Period21Enterprise Skill Group35Member attributes31Errors21Event log24Service Level Threshold35NETBIOS34Service Level Type36No Capacity Left38Skill Group35No Identity Available38SNC37SNMP Service24SQL Exception38Oneshot21Online25State21Outgoing34State Trace33Supervisor33Calls22Requests21IPCC16Pass phrase33Password18Template31Path36Perfmon22Equipment17Perfmon23Performance Counters22Tenant Success30Scheduling23Tenant User16Peripheral Number33Throttling24Prefix17Create17Timed out27Edit18Total Call Errors22Privileges19Total Call Requests22Processor21Total Call Timeouts22Total Calls Rejected22Total Processor Starts22Monitoring21Total Processor Stops22Transactions21Trap Throttling24Rejected transactions27Remote Agent35Report Success30Upload, bulk31Reporting14User types16Reporting Period23User Variable36Reporting Services14Reports29Required?31Resource Name29Web Application Server15Restart21Web monitoring21Wrap up34Security Exception38Y/N data type37Size: 503 KBPages: 39Language: EnglishOpen manual
Release NoteTable of ContentsRelease 7.5(x)11 Overview81.1 Updated Information in this Document92 References102.1 Note on Cisco Contact Center Product Names103 Servers for Cisco Contact Center Products113.1 Server Hardware Configuration Guidelines124 Software Upgrade and Installation Considerations164.1 Upgrading to Unified ICM/Unified Contact Center Release 7.5(1)164.2 Installing Unified ICM/Unified Contact Center 7.5(1)184.3 Installing Unified ICM/Unified Contact Center Maintenance Releases185 Software Constraints and Operating Conditions195.1 Unified ICM/Contact Center Configuration Limits and Scalability Constraints195.2 Unified ICM/Unified Contact Center Operating Conditions226 Server Hardware Requirements246.1 Unified Contact Center Enterprise246.1.1 Notes on Agent Capacity Calculation256.1.2 New Deployments and Technology Refresh256.1.3 Common Ground Upgrade276.1.4 Remote Silent Monitoring306.2 Unified System Contact Center Enterprise316.2.1 Unified SCCE Deployment Options316.2.2 Unified SCCE Server Configuration336.3 Unified Contact Center Hosted346.4 Unified Contact Center Management Portal356.5 Unified ICM Enterprise376.5.1 Note on Agent Capacity376.5.2 New Deployments and Technology Refresh376.5.3 Common Ground Upgrade386.6 Unified ICM Hosted416.7 Unified ICM/Unified Contact Center Common Components426.7.1 Unified ICM/Unified Contact Center Router426.7.2 Unified ICM/Unified Contact Center Logger436.7.2.1 New Deployments and Technology Refresh436.7.2.2 Common Ground Upgrade446.7.3 AW – Distributor, HDS, and WebView456.7.3.1 New Deployments and Technology Refresh466.7.3.1.1 AW – Real-Time Distributor, HDS, Co-resident WebView466.7.3.1.2 AW – Real-Time Distributor, HDS, Separate Dedicated WebView466.7.3.2 Common Ground Upgrade486.7.3.2.1 AW – Real-Time Distributor, HDS, Co-resident WebView486.7.3.2.2 AW – Real-Time Distributor, HDS, Separate Dedicated WebView486.7.3.3 Dedicated WebView Server496.7.4 AW – Real-Time Distributor506.7.5 AW – Real-Time Client Only (Client AW)516.7.6 WebView Client and Internet Script Editor516.7.7 VRU Peripheral Gateway (PG)516.7.8 Unified Contact Center Gateway536.7.9 TDM ACD Peripheral Gateway (PG)536.7.10 Unified ICM/Contact Center SS7 Network Interface Option556.7.11 CTI OS Server556.7.12 Silent Monitor Service for CTI OS566.7.13 Citrix MetaFrame Presentation Server566.7.14 CTI OS Agent and Supervisor Desktops576.7.15 Siebel576.7.15.1 CTI Driver for Siebel576.7.15.2 Cisco Data Store586.7.16 CRM Connector586.7.16.1 CRM Connector for Salesforce.com, PeopleSoft and Microsoft CRM 3.0586.7.16.1.1 CRM Connector Server586.7.16.1.2 CRM Connector Server Administration Tool596.7.16.1.3 CRM Connector Adapter for Salesforce.Com596.7.16.1.4 CRM Connector Adapter for PeopleSoft596.7.16.1.5 CRM Connector Adapter for Microsoft CRM 3.0606.7.16.2 CRM Connector for SAP606.7.16.3 CRM Connector Supported Platforms626.7.17 CAD Agent and Supervisor Desktops626.7.18 Remote Monitoring Suite (RMS)636.7.19 Cisco Collaboration Server (CCS)656.7.20 Cisco Media Blender (CMB) for Web Collaboration Option656.7.21 Unified Web Interaction Manager (WIM)656.7.22 Dynamic Content Adapter (DCA) for Web Collaboration Option656.7.23 Cisco E-Mail Manager (CEM) Option656.7.24 Unified E-mail Interaction Manager (EIM)666.7.25 Cisco Support Tools Server666.7.26 Cisco Support Tools Node Agent666.7.27 Unified Expert Advisor677 System Software Requirements687.1 Microsoft Windows Server 2003687.2 Microsoft SQL Server 2005707.3 Licensing Requirements707.3.1 Windows Server 2003 Licensing717.3.2 SQL Server Licensing717.3.3 Licensing Use Cases757.4 Microsoft Software Localizations767.5 Operating System and Database Requirements777.6 CTI Supported Platforms797.7 Supported Third-Party Software807.8 Cisco Security Agent (CSA)817.9 Server Virtualization817.10 Unified Contact Center Management Portal Software Requirements84Appendix A – Server Classes86Appendix B – RAID Configuration Requirements90Appendix C – Acronyms and Terms91Size: 1.46 MBPages: 92Language: EnglishOpen manual
LeafletTable of ContentsCisco Unified Contact Center Enterprise Solution Reference Network Design (SRND)1Contents3Preface17New or Changed Information for This Release17Revision History18Obtaining Documentation and Submitting a Service Request18Cisco Product Security Overview19Architecture Overview21What's New in This Chapter23Cisco Unified Communications Manager23Cisco Unified Customer Voice Portal (Unified CVP)24Cisco Unified IP Interactive Voice Response (Unified IP IVR)25Cisco Unified Intelligent Contact Management (Unified ICM) Software25Basic Unified CCE Call and Message Flow26Unified ICM Software Modules27Unified CCE Components, Terminology, and Concepts30Unified CCE Agent Options30Cisco Agent Desktop31Cisco Toolkit32CRM Connectors33CTI Object Server (CTI OS)33Administrative Workstation34Unified CCE Reporting36WebView36Cisco Unified Intelligence Suite36Reporting Data37Unified Contact Center Management Portal37Support Tools37JTAPI Communications38Multichannel Subsystems40Cisco E-Mail Manager40Cisco Collaboration Server41Cisco Interaction Manager41Cisco Unified Outbound Option41Cisco Unified Mobile Agent41Unified System CCE41Unified ICM Routing Clients44Device Targets44Labels44Agent Desk Settings45Agents45Skill Groups45Directory (Dialed) Numbers and Routing Scripts46Agent Login and State Control46Unified CCE Routing46Translation Routing and Queuing47Reroute On No Answer (RONA)48Combining IP Telephony and Unified CCE in the Same Unified CM Cluster49Queuing in a Unified CCE Environment50Transfers in a Unified CCE Environment51Conferences in a Unified CCE Environment51Dialed Number Plan52Dial Plan Type52Post Route53Route Request53Single-Step (Blind) Conference53Consultative Conference54Reconnect55Alternate55Non-DNP Conferences55Agent-to-Agent Conferences55Transferring Conference Calls56Conference Reporting56Combination or Multiple Conferences56PSTN Transfers (Takeback N Transfer, or Transfer Connect)56Deployment Models57What's New in This Chapter58General Deployment Options59Agent Peripheral Options59Enterprise Unified CCE Peripheral59Unified CCE System Peripheral59Unified System CCE60Parent/Child63SIP Support64Q.SIG Support64Cisco Unified Mobile Agent64CTI-OS Multi-Server Support64Virtualization Support66IPT: Single Site67Unified CCE: Unified CCE System PG68IVR: Treatment and Queuing with Unified IP IVR69IVR: Treatment and Queuing with Unified CVP69Unified CCE: Enterprise Unified CCE PG70IVR: Treatment and Queuing with Unified IP IVR70IVR: Treatment and Queuing with Unified CVP70Unified CCE: Transfers70IPT: Multi-Site with Centralized Call Processing71IPT: Centralized Voice Gateways71IVR: Treatment and Queuing with Unified IP IVR73IVR: Treatment and Queuing with Unified CVP73Unified CCE: Transfers73IPT: Distributed Voice Gateways74Unified CCE: Unified CCE System PG76Unified CCE: Unified CCE PG77Unified CCE: Transfers77IPT: Multi-Site with Distributed Call Processing78Unified CCE: Distributed Voice Gateways with Treatment and Queuing Using Unified IP IVR78Treatment and Queuing80Transfers80Unified CCE: Unified CCE System PG81Unified CCE: Unified CCE PG81Alternative: Parent/Child82IVR: Distributed Voice Gateways with Treatment and Queuing Using Unified CVP84IVR: Treatment and Queuing86Transfers86Unified CCE: Unified CCE System PG86Unified CCE: Unified CCE PG87Unified CCE: Distributed Unified ICM Option with Distributed Call Processing Model87IPT: Clustering Over the WAN88Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified IP IVR93Clustering Over the WAN with Unified CCE System PG94Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified CVP94Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified System CCE with Unified CVP95Considerations for Clustering Over the WAN96Distributed Voice Gateways with Distributed Call Treatment and Queuing Using Unified CVP98Site-to-Site Unified ICM Private Communications Options99Unified ICM Central Controller Private and Unified CM PG Private Across Dual Links99Unified ICM Central Controller Private and Unified CM PG Private Across Single Link100Failure Analysis of Unified CCE Clustering Over the WAN100Entire Central Site Loss101Private Connection Between Site 1 and Site 2101Connectivity to Central Site from Remote Agent Site101Highly Available WAN Failure101Split Unified CCE Gateway PGs102Remote Agent Over Broadband103Remote Agent with Unified IP Phones Deployed via the Cisco Virtual Office Solution105Traditional ACD Integration106Traditional IVR Integration110Using PBX Transfer110Using PSTN Transfer112Using IVR Double Trunking112Using Unified CM Transfer and IVR Double Trunking113Design Considerations for High Availability117What's New in This Chapter118Designing for High Availability118Data Network Design Considerations121Unified CM and CTI Manager Design Considerations124Configuring the Unified ICM Peripheral Gateway for CTI Manager Redundancy127Unified IP IVR Design Considerations128Unified IP IVR High Availability Using Unified CM129Unified IP IVR High Availability Using Unified ICM Call Flow Routing Scripts129Cisco Unified Customer Voice Portal (Unified CVP) Design Considerations130Multi-Channel Design Considerations (Cisco Email Manager Option and Cisco Collaboration Server Option)132Cisco Email Manager Option133Cisco Collaboration Server Option135Cisco Multi-Channel Options with the Cisco Interaction Manager: E-Mail Interaction Manager (EIM) and Web Interaction Manager (WIM)136Cisco Interaction Manager Architecture Overview137Unified CCE Integration138High Availability Considerations for Cisco Interaction Manager139Load Balancing Considerations139Managing Failover140Cisco Unified Outbound Option Design Considerations140Peripheral Gateway Design Considerations141Multiple PIM Connections to a Single Unified CM Cluster142Improving Failover Recovery for Customers with Large Numbers of CTI Route Points142Scaling the Unified CCE PG Beyond 2,000 Agents per Server142Redundant/Duplex Unified CCE Peripheral Gateway Considerations144Unified CM JTAPI and Peripheral Gateway Failure Detection145Unified ICM Redundancy Options146Unified CM Failure Scenarios147Unified ICM Failover Scenarios148Scenario 1: Unified CM and CTI Manager Fail148Scenario 2: Agent PG Side A Fails150Scenario 3: The Unified CM Active Call Processing Subscriber Fails151Scenario 4: The Unified CM CTI Manager Providing JTAPI Services to the Unified CCE PG Fails153Unified CCE Scenarios for Clustering over the WAN155Scenario 1: Unified ICM Central Controller or Peripheral Gateway Private Network Failure155Scenario 2: Visible Network Failure157Scenario 3: Visible and Private Networks Both Fail (Dual Failure)159Scenario 4: Unified CCE Agent Site WAN (Visible Network) Failure160Understanding Failure Recovery160Unified CM Service160Unified IP IVR161Unified ICM161Unified CM PG and CTI Manager Service162Unified ICM Voice Response Unit PG162Unified ICM Call Router and Logger163Administrative Workstation Real-Time Distributor (RTD)165CTI Server167CTI OS Considerations168Cisco Agent Desktop Considerations171Design Considerations for Unified CCE System Deployment with Unified ICM Enterprise171Parent/Child Components172The Unified ICM Enterprise (Parent) Data Center172The Unified Contact Center Express (CCX) Call Center (Child) Site173The Unified CCE Call Center (Child) Site173Parent/Child Call Flows174Typical Inbound PSTN Call Flow174Post-Route Call Flow175Parent/Child Fault Tolerance175Unified CCE Child Loses WAN Connection to Unified ICM Parent175Unified Contact Center Express Child Loses WAN Connection to Unified ICM Parent176Unified CCE Gateway PG Fails or Cannot Communicate with Unified ICM Parent177Parent/Child Reporting and Configuration Impacts177Other Considerations for the Parent/Child Model177Other Considerations for High Availability178Unified Contact Center Enterprise Desktop179What's New in This Chapter179Desktop Components179CTI Object Server180CAD Base Services181Agent Desktops182Agent Mobility183Supervisor Desktops183Desktop Solutions184Cisco Agent Desktop Solution184CAD User Applications185Cisco Agent Desktop187Cisco Agent Desktop Browser Edition188Cisco Unified IP Phone Agent188Cisco Supervisor Desktop189Cisco Desktop Administrator190Cisco Desktop Monitoring Console190CTI Desktop Toolkit Solution190CTI Toolkit Software Development Kits and User Applications191CTI Driver for Siebel Solution194Deployment Considerations194Citrix and Microsoft Terminal Services (MTS)195Cisco Agent Desktop195Cisco Toolkit Desktop195Silent Monitoring196CTI Toolkit Silent Monitor196Clusters201Message Flow202Connection Profiles203CAD Silent Monitoring and Recording203CAD-Based Monitoring203Fault Tolerance for CAD-Based Monitoring and Recording204Load Balancing for CAD-Based Monitoring and Recording205Cisco Remote Silent Monitoring205Hardware Considerations205Platform Considerations205RSM Hardware Considerations207Deployment Models210Bandwidth Requirements218Host-Level Security220Support for Mobile Agent and Other Endpoints221Cisco Agent Desktop Presence Integration221NAT and Firewalls223Cisco Agent Desktop and NAT223CTI Toolkit Desktop and NAT225Co-Residency of CTI OS and CAD Services on the PG225Support for Mix of CAD and CTI OS Agents on the Same PG225Support for IP Phones and IP Communicator225Miscellaneous Deployment Considerations226High Availability and Failover Recovery226Bandwidth and Quality of Service227Desktop Latency227References to Additional Desktop Information227Cisco Unified Outbound Option229What's New in This Chapter229High-Level Components229Characteristics230Best Practices230Functional Description231Outbound Dialing Modes231Call Flow Description - Agent Based Campaign232Call Flow Description - Transfer to IVR Campaign233Campaign Manager234Unified Outbound Option Deployment235Enterprise Deployment235Single Dialer Deployment235Multiple Dialer Deployment236Clustering Over the WAN237Distributed Deployment237Voice Gateway Proximity237Unified CCE Hosted Deployment238Configuration of Unified Outbound Option238Blended Configuration238Unified System CCE Configuration238Sizing Unified Outbound Option238Dialer Throttling and Unified CM Considerations239Call Transfer Timelines239High Availability240Cisco Unified Mobile Agent240References240Cisco Unified Mobile Agent241What's New in This Chapter241Cisco Unified Mobile Agent Architecture241Connection Modes243Call-by-Call Connection Mode243Nailed Connection Mode244Supported Mobile Agent and Caller VoIP Endpoints245Agent Location and Call Admission Control Design247Dial Plan Design248Music on Hold Design248Codec Design248DTMF Considerations with Mobile Agent249Cisco Unified Border Element Considerations with Mobile Agent249Cisco Unified Mobile Agent Interfaces250Cisco Agent Desktop250CTI OS252Customer Relationship Management (CRM) Integrations253Cisco Unified Mobile Agent With Unified Outbound Option254Cisco Unified Mobile Agent Fault Tolerance254Cisco Unified Mobile Agent Sizing255Cisco Unified Expert Advisor Option257High-Level Components258Unified ICM Components259Unified Customer Voice Portal (CVP)259Call Control and Presence Infrastructure Components260Characteristics262Definition of an Expert Advisor262Synchronization of Cisco Unified Presence User List262Assignment Queues and Unified ICM Skill Groups263Expert Advisor Availability States263Unified Expert Advisor Uses Unified ICM Enterprise Routing Semantics263Strategies for Managing Extended Ring Time264Attributes265IM Message Sets265The Presence Client as Lightweight CTI Desktop266Multimedia267Security267Reporting268Serviceability269Deployment Models270Unified Expert Advisor Components270Deploying Multiple Unified Expert Advisor Clusters for Scalability270Deploying Unified Expert Advisor with Various Cisco Unified Presence Deployments271Deploying with the Cisco Unified Presence Proxy Server273Relationship Between Unified Expert Advisor Runtime Servers and Unified ICM PGs273Small Deployments with Unified ICM273High Availability274High Availability for Runtime Servers274Call and Expert Advisor Handling During Failover275High Availability for the Reporting Server276Handling of Reporting Events During Failover276High Availability for the Configuration Database276High Availability for Microsoft Office Communicator Server277Recommendations for Deploying Unified Expert Advisor277Using Router Requery277Recovery Following a Failover277Route Pattern or Route Point278Getting Expert Advisors to Answer Calls279SIP Configuration279Unified CVP Time-Outs279Scheduling of the Cisco Unified Presence Synchronization Task280Call Flow Descriptions281Inbound Call from PSTN281Consult Call from Unified Contact Center Enterprise Agent282Post-Expert Advisor Transfers282Expert Advisor Login283Sizing and Licensing284Securing Unified CCE287What's New in This Chapter287Introduction to Security288Security Layers289Platform Differences290Security Best Practices291Network Firewalls293TCP/IP Ports293Topology294Network Address Translation294Active Directory Deployment295Parent/Child Deployments295AD Site Topology295Organizational Units296IPSec Deployment298Host-Based Firewall299Configuring Server Security301Unified Contact Center Security Wizard301Virus Protection301Antivirus Applications301Configuration Guidelines301Intrusion Prevention302Cisco Security Agent302Agents Modes303Third-Party Applications Dependencies303Patch Management303Security Patches303Automated Patch Management304Endpoint Security305Agent Desktops305Unified IP Phone Device Authentication306Unified IP Phone Media Encryption306IP Phone Hardening307Sizing Call Center Resources309What's New in This Chapter309Call Center Basic Traffic Terminology309Call Center Resources and the Call Timeline312Erlang Calculators as Design Tools314Erlang-C315Erlang-B315Cisco Unified CCE Resource Calculators315Standard Unified CCE Resource Calculator Input Fields (What You Must Provide)317Standard Unified CCE Resource Calculator Output Fields (What You Want to Calculate)318Sizing Call Center Agents, IVR Ports, and Gateways or Trunks (Inbound Call Center)320Basic Call Center Example320Call Treatment Example322After-Call Work Time (Wrap-up Time) Example323Agent Staffing Considerations324Call Center Design Considerations325Sizing Unified CCE Components and Servers327What's New in This Chapter327Sizing Tools327Sizing Considerations for Unified CCE328Core Unified CCE Components328Operating Conditions329AW Distributor with an HDS and WebView Reporting337Additional Sizing Factors338Peripheral Gateway and Server Options342Cisco Agent Desktop Component Sizing344Cisco Agent Desktop Base Services345Cisco Agent Desktip VoIP Monitor Service345Cisco Agent Desktop Recording and Playback Service346System Performance Monitoring346Summary347Sizing Cisco Unified Communications Manager Servers349What's New in This Chapter350Cluster Sizing Concepts350Sizing Tools351Unified CM Capacity Tool351Cisco Unified Communications Sizing Tool354Cluster Guidelines and Considerations354Unified CM Servers357Unified CM Redundancy357Load Balancing Unified CM359Deployment of Agent PG in a Unified CM Cluster359Upgrading Unified CM360Cisco Unified Mobile Agent362Bandwidth Provisioning and QoS Considerations363What's New in This Chapter364Unified CCE Network Architecture Overview364Network Segments365IP-Based Prioritization and QoS367UDP Heartbeat and TCP Keep-Alive367HSRP-Enabled Network369RSVP369Traffic Flow370Public Network Traffic Flow370Private Network Traffic Flow371Bandwidth and Latency Requirements371Quality of Service372Where to Mark Traffic372How to Mark Traffic373QoS Configuration376Configuring QoS on Unified ICM Router and PG376Configuring QoS on Cisco IOS Devices376QoS Performance Monitoring378Bandwidth Provisioning378Bandwidth Requirements for Unified CCE Public and Private Networks378Public Network Bandwidth378Private Network Bandwidth379Bandwidth Requirements for Unified CCE Clustering Over the WAN381Bandwidth Requirements for Gateway PG to System PG383Bandwidth Requirements for Unified CCE Gateway PG to Central Controller383Bandwidth Requirements for Unified CCE Gateway PG to System PG384Autoconfiguration385Best Practices and Options for Gateway PG and Unified CCE386Bandwidth Requirements and QoS for Agent and Supervisor Desktops386Bandwidth Requirements for CTI OS Agent Desktop387CTI-OS Client/Server Traffic Flows and Bandwidth Requirements387Silent Monitoring Bandwidth Usage388CTI OS Server Bandwidth Calculator388Best Practices and Options for CTI OS Server and CTI OS Agent Desktop389Bandwidth Requirements for Cisco Agent Desktop390Silent Monitoring Bandwidth Usage390Cisco Agent Desktop Applications Bandwidth Usage393Best Practices and Recommendations for Cisco Agent Desktop Service Placement396Bandwidth Requirements for a Distributor AW with HDS and Reporting397Report Data Bandwidth398WebView Server Bandwidth398Reports Bandwidth399Bandwidth Requirements for Cisco E-Mail Manager399Bandwidth and Latency Requirements for the User List Tool399Cisco Unified Contact Center Management Portal401Unified CCMP Architecture402Portal Interfaces402Deployment Modes402Software Compatibility404Reporting404Bandwidth Requirements405References405Glossary407Index415Size: 7.39 MBPages: 428Language: EnglishOpen manual
Release NoteTable of ContentsCover Page1Chapter 1: Cisco ICM/IP Contact Center Port Utilization3Port Utilization Table Column Definitions4Cisco ICM/IP Contact Center Enterprise Edition Port Utilization4Cisco Agent Desktop (CAD) Port Utilization12Cisco Remote Monitoring Suite (RMS) Port Utilization14Cisco Unified Contact Center Management Portal Port Utilization16Cisco Unified Automated Administrator for Symposium (AAS) Port Utilization17Cisco Unified Expert Advisor Port Utilization18Cisco Unified CRM Connector19Cisco Voice Integration to Genesys Call Center20Size: 1.09 MBPages: 20Language: EnglishOpen manual
Release NoteTable of ContentsIntroduction8New or Changed Information for This Release8Revision History8Obtaining Documentation and Submitting a Service Request10Cisco Product Security Overview11Architecture Overview13Solution Components15Cisco Unified Communications Manager15Cisco Voice Gateways15Agent Phones15Cisco Unified Customer Voice Portal17Cisco Unified IP IVR18Unified Presence Server18Unified Intelligent Contact Manager18Cisco Unified Contact Center Enterprise (Unified CCE)19Unified CCE Software Components19Redundancy and Fault Tolerance21Customer Instance and Unified CCH21Peripheral Gateway (PG) and PIMs22Network Interface Controller23Unified CCE Agent Desktop Options23Administration & Data Server and Administration Client24Administration Server and Administration Client25Real Time Data Server26Historical Data Server and Detail Data Server27Unified CCE Reporting27Cisco Unified Intelligence Center27Unified Contact Center Management Portal27JTAPI Communications28Multichannel Subsystems: EIM and WIM30Cisco Unified Outbound Option30Cisco Unified Mobile Agent30Unified SCCE 7.x30Serviceability31Diagnostic Tools31Solution Call Trace31Network Management Tools32Combining IP Telephony and Unified CCE in the Same Unified CM Cluster32Combining IP Telephony and Unified CCE Extensions on the Same IP Phone33Agent Phones in Countries with Toll-Bypass Regulations33Queuing in a Unified CCE Environment34Transfers and Conferences in a Unified CCE Environment34Deployment Models35What’s New in This Chapter36General Deployment Options36Agent Peripheral Options36Enterprise Unified CCE Peripheral36Unified CCE System Peripheral37Unified CCE: Administration & Data Server37Deployment Options42Unified SCCE43Parent/Child43SIP Support44Q.SIG Support45IPv6 Support45Service Advertisement Framework Call Control Discovery45Cisco Unified Mobile Agent45CTI-OS Multi-Server Support45CAD Multi-Server Support47Cisco Finesse Multi-Server Support47Virtualization Support47Whisper Announcement Support48Agent Greeting Support48Agent Greeting Deployment Models48IPT: Single Site50Unified CCE: Unified CCE System PG51IVR: Treatment and Queuing with Unified IP IVR52IVR: Treatment and Queuing with Unified CVP52Unified CCE: Enterprise Unified CCE PG53IVR: Treatment and Queuing with Unified IP IVR53IVR: Treatment and Queuing with Unified CVP53Unified CCE: Transfers53IPT: Multisite with Centralized Call Processing54IPT: Centralized Voice Gateways54IVR: Treatment and Queuing with Unified IP IVR56IVR: Treatment and Queuing with Unified CVP56Unified CCE: Transfers57IPT: Distributed Voice Gateways57Unified CCE: Unified CCE System PG60Unified CCE: Unified CCE PG60Unified CCE: Transfers61IPT: Multisite with Distributed Call Processing61Unified CCE: Distributed Voice Gateways with Treatment and Queuing Using Unified IP IVR61Treatment and Queuing63Transfers63Unified CCE: Unified CCE System PG64Unified CCE: Unified CCE PG64Alternative: Parent/Child64IVR: Distributed Voice Gateways with Treatment and Queuing Using Unified CVP67IVR: Treatment and Queuing69Transfers69Unified CCE: Unified CCE System PG69Unified CCE: Unified CCE PG70Unified CCE: Distributed Unified CCE Option with Distributed Call Processing Model70IPT: Clustering Over the WAN71Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified IP IVR75Clustering Over the WAN with Unified CCE System PG76Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified CVP76Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified SCCE 7.x with Unified CVP78Considerations for Clustering Over the WAN78Distributed Voice Gateways with Distributed Call Treatment and Queuing Using Unified CVP80Site-to-Site Unified CCE Private Communications Options82Unified CCE Central Controller Private and Unified CM PG Private Across Dual Links82Unified CCE Central Controller Private and Unified CM PG Private Across Single Link83Failure Analysis of Unified CCE Clustering Over the WAN83Entire Central Site Loss84Private Connection Between Site 1 and Site 284Connectivity to Central Site from Mobile Agent Site84High Availability WAN Failure85Split Unified CCE Gateway PGs85Mobile Agent Over Broadband86Mobile Agent with Unified IP Phones Deployed by using the Cisco Virtual Office Solution89Traditional ACD Integration90Hybrid Deployment with PSTN Pre-routing90Hybrid Deployment with Fixed PSTN Delivery91Hybrid Deployment with Unified CVP91Parent/Child Deployment92Traditional IVR Integration93Using PBX Transfer93Using PSTN Transfer95Using IVR Double Trunking96Using Unified CM Transfer and IVR Double Trunking97Unified CCE/CCH: Integration with the Genesys Cisco T-Server98Design Considerations for High Availability104Designing for High Availability104Data Network Design Considerations107Unified CM and CTI Manager Design Considerations109Configuring the Unified CCE Peripheral Gateway for CTI Manager Redundancy112Unified IP IVR Design Considerations113Unified IP IVR High Availability Using Unified CM114Unified IP IVR High Availability Using Unified CCE Call Flow Routing Scripts115Cisco Unified Customer Voice Portal (Unified CVP) Design Considerations115Cisco Multichannel Options with the Cisco Interaction Manager: E-Mail Interaction Manager and Web Interaction Manager117Cisco Interaction Manager Architecture Overview117Unified CCE Integration119High Availability Considerations for Cisco Interaction Manager120Load Balancing Considerations120Managing Failover120Cisco Unified Outbound Option Design Considerations121Peripheral Gateway Design Considerations122Multiple PIM Connections to a Single Unified CM Cluster122Improving Failover Recovery for Customers with Large Numbers of CTI Route Points122Scaling the Unified CCE PG Beyond 2,000 Agents per Server123Redundant or Duplex Unified CCE Peripheral Gateway Considerations124Unified CM JTAPI and Peripheral Gateway Failure Detection126Unified CCE Redundancy Options126Unified CM Failure Scenarios128Unified CCE Failover Scenarios128Scenario 1: Unified CM and CTI Manager Fail128Scenario 2: Agent PG Side A Fails130Scenario 3: The Unified CM Active Call Processing Subscriber Fails131Scenario 4: The Unified CM CTI Manager Providing JTAPI Services to the Unified CCE PG Fails133Unified CCE Scenarios for Clustering over the WAN134Scenario 1: Unified CCE Central Controller or Peripheral Gateway Private Network Failure135Scenario 2: Visible Network Failure136Scenario 3: Visible and Private Networks Both Fail (Dual Failure)138Scenario 4: Unified CCE Agent Site WAN (Visible Network) Failure139Understanding Failure Recovery140Unified CM Service140Unified IP IVR140Unified CCE141Unified CM PG and CTI Manager Service141Unified CCE Voice Response Unit PG142Unified CCE Call Router and Logger142Administration & Data Server144CTI Server146CTI OS Considerations147Cisco Finesse Considerations150Cisco Agent Desktop Considerations152Cisco Agent Desktop152Cisco Agent Desktop Browser Edition and IP Phone Agent153Replacement of MSDE with Flat Files154Design Considerations for Unified CCE Deployment with Unified ICM Enterprise154Parent/Child Components155The Unified ICM Enterprise (Parent) Data Center155The Unified Contact Center Express (CCX) Call Center (Child) Site156The Unified CCE Call Center (Child) Site156Unified ICM Enterprise (Parent) with Unified CCE Gateway PGs at Data Center158Parent/Child Call Flows159Typical Inbound PSTN Call Flow159Post-Route Call Flow159Parent/Child Fault Tolerance160Unified CCE Child Loses WAN Connection to Unified ICM Parent160Unified Contact Center Express Child Loses WAN Connection to Unified ICM Parent161Unified CCE Gateway PG Fails or Cannot Communicate with Unified ICM Parent161Parent/Child Reporting and Configuration Impacts162Other Considerations for the Parent/Child Model162Other Considerations for High Availability162Unified Contact Center Enterprise Desktop164Desktop Components164CTI Object Server165CAD Base Services166Agent Desktops167Agent Mobility168Supervisor Desktops168Desktop Solutions168Cisco Agent Desktop Solution170CAD User Applications171CAD Application Features172Cisco Finesse Agent/Supervisor Desktop173Finesse Rest API174Cisco Agent Desktop174Cisco Agent Desktop Browser Edition175Cisco Unified IP Phone Agent175Cisco Supervisor Desktop176Cisco Desktop Administrator177Cisco Desktop Monitoring Console177CTI OS Desktop Toolkit Solution178CTI OS Desktop Toolkit Software Development Kits and User Applications178Cisco Unified CRM Connector for Siebel Solution182Deployment Considerations182Citrix and Microsoft Terminal Services (MTS)182Cisco Agent Desktop182Cisco Toolkit Desktop183Silent Monitoring183CTI Object Server184Unified CM Silent Monitor184CTI OS Based Silent Monitor185Clusters188Message Flow188Connection Profiles189CAD Silent Monitoring and Recording190CAD-Based Monitoring190Desktop Monitoring190Server Monitoring190Mobile Agent Monitoring190Fault Tolerance for CAD-Based Monitoring and Recording191Load Balancing for CAD-Based Monitoring and Recording191Cisco Remote Silent Monitoring191Platform Considerations192RSM Hardware Considerations194RSM Component Interaction194RSM Deployment Models195Single Site195Multisite WAN197Single Cluster, Single PG/CTIOS with two UCM PIMs (agent expansion UCCE deployment configuration)202Single Cluster, Multiple PG/CTIOS (agent expansion UCCE deployment configuration)203Multiple Cluster, Multiple PG/CTIOS (agent expansion UCCE deployment configuration)204Bandwidth Requirements204Agent Phone Bandwidth Figures205Agent Phone Transcoding Implications in G729 Environments206Failover Redundancy and Load Balancing206Host-Level Security207Cisco Security Agent208Transport or Session Level Security208Support for Mobile Agent, IP Communicator, and Other Endpoints208Support for 6900, 8900, and 9900 Phone Models208Cisco Agent Desktop Presence Integration209NAT and Firewalls210Cisco Finesse and NAT210Cisco Agent Desktop and NAT211CTI Toolkit Desktop and NAT212Coresidency of CTI OS and CAD Services on the PG212Support for Mix of CAD and CTI OS Agents on the Same PG212Support for Mix of Finesse and CTI OS Agents on the Same PG212Support for IP Phones and IP Communicator213Miscellaneous Deployment Considerations213High Availability and Failover Recovery214Bandwidth and Quality of Service214Desktop Latency214References to Additional Desktop Information214Outbound Option for Cisco Unified Contact Center Enterprise and Hosted216High-Level Components216Characteristics216Best Practices217Best Practices for Outbound Option218Best Practices for SCCP Dialer218Best Practices for SIP Dialer218Limitations219Functional Description219Outbound Dialing Modes220Call Flow Description—Agent Based Campaign220Call Flow Description - Transfer to IVR Campaign224Outbound Option for Cisco Unified Contact Center Enterprise & Hosted Deployment226Enterprise Deployment226Single SCCP Dialer Deployment227Multiple SCCP Dialer Deployment228Single Gateway Deployment for SIP Dialer228Multiple Gateway Deployment for SIP Dialer229Clustering Over the WAN230Distributed Deployment230Distributed Deployment Example for Agent-Based Campaign231Distributed Deployment Example for Transfer-to-IVR Campaign – Unified -CVP232Distributed Deployment Example for Transfer-to-IVR Campaign – IP IVR234Voice Gateway Proximity for SCCP Dialer235Unified CCE Hosted Deployment236Configuration of Outbound Option for Cisco Unified Contact Center Enterprise & Hosted236Blended Configuration236Dialer Ports Considerations236Voice Gateway Considerations237Agent PG Considerations237Unified CM Considerations237Cisco Unified SIP Proxy Considerations237Unified CVP Considerations238IP IVR Considerations238Unified Mobile Agent Considerations238SCCP Dialer Throttling Considerations for Unified CM238Transferring to Unified CVP Using H.323 and MTP Resources239SIP Dialer Throttling Considerations for Voice Gateway and Cisco Unified SIP Proxy Server239Single Gateway Deployment239Multiple Gateway Deployment240SIP Dialer Recording240Call Transfer Timelines241Designing SCCP Dialer for High Availability242Designing SIP Dialer for High Availability242Campaign Manager and Import242SIP Dialer243CTI Server and Agent PG243Cisco Unified SIP Proxy Server243Cisco Unified Mobile Agent244References244Cisco Unified Mobile Agent245Cisco Unified Mobile Agent Architecture245Connection Modes246Call-by-Call Connection Mode247Nailed Connection Mode247Mobile Agent Connect Tone for Nailed Connection Mobile Agent248Supported Mobile Agent and Caller VoIP Endpoints248Agent Location and Call Admission Control Design250Dial Plan Design250Music on Hold Design251Codec Design251DTMF Considerations with Mobile Agent252Cisco Unified Border Element Considerations with Mobile Agent252Cisco Unified Mobile Agent Interfaces252Cisco Agent Desktop252CAD Silent Monitoring and Recording253CTI OS254CTI OS Silent Monitoring255Cisco Finesse255Customer Relationship Management Integrations255Cisco Unified Mobile Agent with Outbound Option for Cisco Unified Contact Center Enterprise and Hosted256Cisco Unified Mobile Agent Fault Tolerance257Cisco Unified Mobile Agent Sizing257Securing Cisco Unified Contact Center Enterprise258Introduction to Security258Security Layers259Platform Differences260Security Best Practices261Other Security Guides262Network Firewalls263TCP/IP Ports263Topology264Network Address Translation264Active Directory Deployment265Parent/Child Deployments265AD Site Topology265Organizational Units265IPSec Deployment268Host-Based Firewall269Configuring Server Security270Unified Contact Center Security Wizard270Virus Protection270Antivirus Applications270Configuration Guidelines271Intrusion Prevention271Cisco Security Agent271Agents Modes272Patch Management272Security Patches272Automated Patch Management273Endpoint Security273Agent Desktops273Unified IP Phone Device Authentication274Unified IP Phone Media Encryption275IP Phone Hardening275Sizing Contact Center Resources276Contact Center Basic Traffic Terminology276Contact Center Resources and the Call Timeline279Erlang Calculators as Design Tools280Erlang-C281Erlang-B281Cisco Unified CCE Resource Calculators282Standard Unified CCE Resource Calculator Input Fields (What You Must Provide)283Standard Unified CCE Resource Calculator Output Fields (What You Want to Calculate)284Sizing Contact Center Agents, IVR Ports, and Gateways or Trunks (Inbound Contact Center)287Basic Contact Center Example287Call Treatment Example289After-Call Work Time (Wrap-up Time) Example290Agent Staffing Considerations291Contact Center Design Considerations292Sizing Unified CCE Components and Servers295Sizing Unified CCE Components and Servers295Sizing Tools295Sizing Considerations for Unified CCE295Core Unified CCE Components296Operating Conditions296Additional Sizing Factors304Peripheral Gateway and Server Options309Cisco Agent Desktop Component Sizing311CTI OS for Cisco VXI311Cisco Agent Desktop Base Services311Cisco Agent Desktop VoIP Monitor Service311Cisco Agent Desktop Recording and Playback Service311Agent Greeting Sizing Considerations312Central Controller312Peripheral Gateway312Communications Manager313Mobile Agent313CVP and VXML Gateway313Whisper Announcement Sizing Considerations313System Performance Monitoring313Summary314Sizing Cisco Unified Communications Manager Servers316Cluster Sizing Concepts316Cisco Unified Communications Sizing Tool318Cluster Guidelines and Considerations318Unified CM Servers320Unified CM Redundancy321Load Balancing for Unified CM322Deployment of Agent PG in a Unified CM Cluster323Upgrading Unified CM324Cisco Unified Mobile Agent325Bandwidth Provisioning and QoS Considerations326Unified CCE Network Architecture Overview327Network Segments328IP-Based Prioritization and QoS329UDP Heartbeat and TCP Keep-Alive330HSRP-Enabled Network331RSVP332Traffic Flow332Public Network Traffic Flow332Private Network Traffic Flow333Bandwidth and Latency Requirements333Quality of Service334Where to Mark Traffic334How to Mark Traffic335QoS Configuration337Configuring QoS on Unified CCE Router and PG338Configuring QoS on Cisco IOS Devices338QoS Performance Monitoring340Bandwidth Provisioning340Bandwidth Requirements for Unified CCE Public and Private Networks340Public Network Bandwidth340Private Network Bandwidth341Bandwidth Requirements for Unified CCE Clustering Over the WAN344Bandwidth Requirements for Gateway PG to System PG345Bandwidth Requirements for Unified CCE Gateway PG to Central Controller345Bandwidth Requirements for Unified CCE Gateway PG to System PG346Auto configuration347Best Practices and Options for Gateway PG and Unified CCE348Outbound Option Bandwidth Provisioning and QoS Considerations348Distributed SIP Dialer Deployment349Agent-Based Campaign – No SIP Dialer Recording349Agent-Based Campaign – SIP Dialer Recording350Transfer-To-IVR Campaign – No SIP Dialer Recording350Transfer-To-IVR Campaign – SIP Dialer Recording352Distributed SCCP Dialer Deployment353Bandwidth Requirements and QoS for Agent and Supervisor Desktops355Bandwidth Requirements for CTI OS Agent Desktop356CTI-OS Client/Server Traffic Flows and Bandwidth Requirements356Silent Monitoring Bandwidth Usage357CTI OS Server Bandwidth Calculator358Best Practices and Options for CTI OS Server and CTI OS Agent Desktop358Bandwidth Requirements for Cisco Finesse Desktop359Finesse Client/Server Traffic Flows and Bandwidth Requirements359Finesse Desktop Bandwidth Usage360Finesse Supervisor Bandwidth Usage361Bandwidth Requirements for Cisco Agent Desktop361Silent Monitoring Bandwidth Usage361Cisco Agent Desktop Applications Bandwidth Usage364Best Practices and Recommendations for Cisco Agent Desktop Service Placement368Bandwidth Requirements for an Administration & Data Server and Reporting369Bandwidth Requirements for Cisco EIM/WIM369Bandwidth and Latency Requirements for the User List Tool369Cisco Unified Contact Center Management Portal371Cisco Unified Contact Center Management Portal371Unified CCMP Architecture372Portal Interfaces372Deployment Modes373Lab Deployment373Standard Deployments373Resilient Deployments373Parent/Child Deployment373Unified CCE Administration & Data Server374Roles374Administration Server (Configuration-Only Administration Server)374Systems Exceeding Published limits375Software Compatibility375Reporting375Bandwidth Requirements375References376Glossary377Size: 10 MBPages: 383Language: EnglishOpen manual
LeafletTable of ContentsCisco Unified Contact Center Enterprise Solution Reference Network Design (SRND)1Contents3Preface17New or Changed Information for This Release17Revision History18Obtaining Documentation and Submitting a Service Request18Cisco Product Security Overview19Architecture Overview21Solution Components22Cisco Unified Communications Manager22Cisco Voice Gateways23Cisco Unified Customer Voice Portal (Unified CVP)24Cisco Unified IP Interactive Voice Response (Unified IP IVR)25Unified Presence Server25Unified ICM25Unified Expert Advisor26Cisco Unified Contact Center Enterprise (Unified CCE)26Unified CCE Software Components26Redundancy and Fault Tolerance28Customer Instance and Unified CCH28Peripheral Gateway (PG) and PIMs29Network Interface Controller (NIC)30Unified CCE Agent Desktop Options30Administration & Data Server/Administration Client31Administration Server and Administration Client32Unified CCE Reporting34Unified Contact Center Management Portal (CCMP)35JTAPI Communications35Multichannel Subsystems: EIM/WIM37Cisco Unified Outbound Option38Cisco Unified Mobile Agent38Unified System CCE 7.x38Serviceability38Combining IP Telephony and Unified CCE in the Same Unified CM Cluster40Combining IP Telephony and Unified CCE Extensions on the Same IP Phone41Agent Phones in Countries with Toll-Bypass Regulations41Queuing in a Unified CCE Environment42Transfers and Conferences in a Unified CCE Environment42Deployment Models43What's New in This Chapter44General Deployment Options44Agent Peripheral Options45Enterprise Unified CCE Peripheral45Unified CCE System Peripheral45Unified CCE: Administration & Data Server45Deployment Options49Unified System CCE50Parent/Child50SIP Support51Q.SIG Support51IPv6 Support51Service Advertisement Framework Call Control Discovery (SAF CCD)52Cisco Unified Mobile Agent52CTI-OS Multi-Server Support52CAD Multi-Server Support53Virtualization Support53IPT: Single Site53Unified CCE: Unified CCE System PG55IVR: Treatment and Queuing with Unified IP IVR56IVR: Treatment and Queuing with Unified CVP56Unified CCE: Enterprise Unified CCE PG56IVR: Treatment and Queuing with Unified IP IVR56IVR: Treatment and Queuing with Unified CVP56Unified CCE: Transfers57IPT: Multi-Site with Centralized Call Processing57IPT: Centralized Voice Gateways58IVR: Treatment and Queuing with Unified IP IVR59IVR: Treatment and Queuing with Unified CVP60Unified CCE: Transfers60IPT: Distributed Voice Gateways60Unified CCE: Unified CCE System PG63Unified CCE: Unified CCE PG64Unified CCE: Transfers64IPT: Multi-Site with Distributed Call Processing64Unified CCE: Distributed Voice Gateways with Treatment and Queuing Using Unified IP IVR65Treatment and Queuing67Transfers67Unified CCE: Unified CCE System PG67Unified CCE: Unified CCE PG67Alternative: Parent/Child67IVR: Distributed Voice Gateways with Treatment and Queuing Using Unified CVP70IVR: Treatment and Queuing72Transfers72Unified CCE: Unified CCE System PG72Unified CCE: Unified CCE PG73Unified CCE: Distributed Unified CCE Option with Distributed Call Processing Model73IPT: Clustering Over the WAN74Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified IP IVR78Clustering Over the WAN with Unified CCE System PG79Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified CVP79Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified System CCE 7.x with Unified CVP80Considerations for Clustering Over the WAN80Distributed Voice Gateways with Distributed Call Treatment and Queuing Using Unified CVP82Site-to-Site Unified CCE Private Communications Options84Unified CCE Central Controller Private and Unified CM PG Private Across Dual Links84Unified CCE Central Controller Private and Unified CM PG Private Across Single Link84Failure Analysis of Unified CCE Clustering Over the WAN85Entire Central Site Loss85Private Connection Between Site 1 and Site 286Connectivity to Central Site from Remote Agent Site86Highly Available WAN Failure86Split Unified CCE Gateway PGs87Remote Agent Over Broadband88Remote Agent with Unified IP Phones Deployed via the Cisco Virtual Office Solution90Traditional ACD Integration91Hybrid Deployment with PSTN Prerouting91Hybrid Deployment with Fixed PSTN Delivery92Hybrid Deployment with Unified CVP92Parent/Child Deployment93Traditional IVR Integration94Using PBX Transfer94Using PSTN Transfer96Using IVR Double Trunking96Using Unified CM Transfer and IVR Double Trunking97Design Considerations for High Availability101Designing for High Availability101Data Network Design Considerations104Unified CM and CTI Manager Design Considerations106Configuring the Unified CCE Peripheral Gateway for CTI Manager Redundancy109Unified IP IVR Design Considerations110Unified IP IVR High Availability Using Unified CM110Unified IP IVR High Availability Using Unified CCE Call Flow Routing Scripts111Cisco Unified Customer Voice Portal (Unified CVP) Design Considerations111Cisco Multi-Channel Options with the Cisco Interaction Manager: E-Mail Interaction Manager (EIM) and Web Interaction Manager (WIM)113Cisco Interaction Manager Architecture Overview114Unified CCE Integration115High Availability Considerations for Cisco Interaction Manager116Load Balancing Considerations116Managing Failover116Cisco Unified Outbound Option Design Considerations117Peripheral Gateway Design Considerations118Multiple PIM Connections to a Single Unified CM Cluster119Improving Failover Recovery for Customers with Large Numbers of CTI Route Points119Scaling the Unified CCE PG Beyond 2,000 Agents per Server119Redundant/Duplex Unified CCE Peripheral Gateway Considerations120Unified CM JTAPI and Peripheral Gateway Failure Detection122Unified CCE Redundancy Options122Unified CM Failure Scenarios124Unified CCE Failover Scenarios124Scenario 1: Unified CM and CTI Manager Fail124Scenario 2: Agent PG Side A Fails126Scenario 3: The Unified CM Active Call Processing Subscriber Fails127Scenario 4: The Unified CM CTI Manager Providing JTAPI Services to the Unified CCE PG Fails129Unified CCE Scenarios for Clustering over the WAN130Scenario 1: Unified CCE Central Controller or Peripheral Gateway Private Network Failure131Scenario 2: Visible Network Failure133Scenario 3: Visible and Private Networks Both Fail (Dual Failure)134Scenario 4: Unified CCE Agent Site WAN (Visible Network) Failure135Understanding Failure Recovery136Unified CM Service136Unified IP IVR136Unified CCE137Unified CM PG and CTI Manager Service137Unified CCE Voice Response Unit PG138Unified CCE Call Router and Logger138Administration & Data Server140CTI Server142CTI OS Considerations143Cisco Agent Desktop Considerations146Cisco Agent Desktop146Cisco Agent Desktop Browser Edition and IP Phone Agent147Design Considerations for Unified CCE Deployment with Unified ICM Enterprise148Parent/Child Components148The Unified ICM Enterprise (Parent) Data Center149The Unified Contact Center Express (CCX) Call Center (Child) Site149The Unified CCE Call Center (Child) Site149Unified ICM Enterprise (Parent) with Unified CCE Gateway PGs at Data Center150Parent/Child Call Flows151Typical Inbound PSTN Call Flow152Post-Route Call Flow152Parent/Child Fault Tolerance153Unified CCE Child Loses WAN Connection to Unified ICM Parent153Unified Contact Center Express Child Loses WAN Connection to Unified ICM Parent154Unified CCE Gateway PG Fails or Cannot Communicate with Unified ICM Parent154Parent/Child Reporting and Configuration Impacts155Other Considerations for the Parent/Child Model155Other Considerations for High Availability155Unified Contact Center Enterprise Desktop157Desktop Components157CTI Object Server158CAD Base Services159Agent Desktops160Agent Mobility161Supervisor Desktops161Desktop Solutions161Cisco Agent Desktop Solution162What’s New In This Version163CAD User Applications163CAD Application Features164Cisco Agent Desktop165Cisco Agent Desktop Browser Edition166Cisco Unified IP Phone Agent166Cisco Supervisor Desktop167Cisco Desktop Administrator168Cisco Desktop Monitoring Console168CTI Desktop Toolkit Solution169CTI Toolkit Software Development Kits and User Applications169Cisco Unified CRM Connector for Siebel Solution172Deployment Considerations172Citrix and Microsoft Terminal Services (MTS)173Clusters178Message Flow178Connection Profiles179CAD Silent Monitoring and Recording180CAD-Based Monitoring180Desktop Monitoring180Server Monitoring180Mobile Agent Monitoring180Fault Tolerance for CAD-Based Monitoring and Recording181Load Balancing for CAD-Based Monitoring and Recording181Cisco Remote Silent Monitoring181Hardware Considerations182Platform Considerations182RSM Hardware Considerations184RSM Component Interaction184Deployment Models185Single Site185Multisite WAN187Bandwidth Requirements192Agent Phone Bandwidth Figures193Agent Phone Transcoding Implications in G729 Environments193Failover Redundancy and Load Balancing193Host-Level Security194Cisco Security Agent195Transport or Session Level Security195Support for Mobile Agent, IP Communicator, and Other Endpoints195Supprort for 6900, 8900, and 9900 Phone Models195Cisco Agent Desktop Presence Integration196NAT and Firewalls198Cisco Agent Desktop and NAT198CTI Toolkit Desktop and NAT200Co-Residency of CTI OS and CAD Services on the PG200Support for Mix of CAD and CTI OS Agents on the Same PG200Support for IP Phones and IP Communicator200Miscellaneous Deployment Considerations201High Availability and Failover Recovery201Bandwidth and Quality of Service201Desktop Latency201References to Additional Desktop Information202Oubound Option for Cisco Unified Contact Center Enterprise and Hosted203High-Level Components203Characteristics203Best Practices204Functional Description205Outbound Dialing Modes206Call Flow Description - Agent Based Campaign206Call Flow Description - Transfer to IVR Campaign210Outbound Option for Cisco Unified Contact Center Enterprise & Hosted Deployment212Enterprise Deployment212Single SCCP Dialer Deployment213Multiple SCCP Dialer Deployment214Single Gateway Deployment for SIP Dialer215Multiple Gateway Deployment for SIP Dialer216Clustering Over the WAN216Distributed Deployment217Voice Gateway Proximity for SCCP Dialer221Unified CCE Hosted Deployment221Configuration of Outbound Option for Cisco Unified Contact Center Enterprise & Hosted222Blended Configuration222Sizing Outbound Option for Cisco Unified Contact Center Enterprise & Hosted for SCCP Dialer222Sizing Outbound Option for Cisco Unified Contact Center Enterprise & Hosted for SIP Dialer222SCCP Dialer Throttling Considerations for Unified CM224Transferring to Unified CVP Using H.323 and MTP Resources225SIP Dialer Throttling Considerations for Voice Gateway and Cisco Unified SIP Proxy Server225Single Gateway Deployment225Multiple Gateway Deployment226SIP Dialer Recording226Call Transfer Timelines227Designing SCCP Dialer for High Availability227Designing SIP Dialer for High Availability228Campaign Manager and Import228SIP Dialer228CTI Server and Agent PG229Cisco Unified SIP Proxy Server229Cisco Unified Mobile Agent230References230Cisco Unified Mobile Agent231Cisco Unified Mobile Agent Architecture231Connection Modes232Call-by-Call Connection Mode232Nailed Connection Mode233Mobile Agent Connect Tone for Nailed Connection Mobile Agent234Supported Mobile Agent and Caller VoIP Endpoints234Agent Location and Call Admission Control Design236Dial Plan Design236Music on Hold Design237Codec Design237DTMF Considerations with Mobile Agent237Cisco Unified Border Element Considerations with Mobile Agent238Cisco Unified Mobile Agent Interfaces238Cisco Agent Desktop238CTI OS240Customer Relationship Management (CRM) Integrations241Cisco Unified Mobile Agent with Oubound Option for Cisco Unified Contact Center Enterprise and Hosted242Cisco Unified Mobile Agent Fault Tolerance242Cisco Unified Mobile Agent Sizing243Cisco Unified Expert Advisor Option245High-Level Components245Unified CCE Components246Unified Customer Voice Portal (CVP)247Call Control and Presence Infrastructure Components248Characteristics249Definition of an Expert Advisor249Synchronization of Cisco Unified Presence User List250Assignment Queues and Unified CCE Skill Groups250Expert Advisor Availability States251Unified Expert Advisor Uses Unified CCE Enterprise Routing Semantics251Strategies for Managing Extended Ring Time251Attributes252IM Message Sets253The Presence Client as Lightweight CTI Desktop253Multimedia254Security255Reporting255Serviceability256Deployment Models257Unified Expert Advisor Components257Deploying Multiple Unified Expert Advisor Clusters for Scalability257Deploying Unified Expert Advisor with Various Cisco Unified Presence Deployments258Deploying with the Cisco Unified Presence Proxy Server259Relationship Between Unified Expert Advisor Runtime Servers and Unified CCE PGs260Small Deployments with Unified CCE260High Availability260High Availability for Runtime Servers261Call and Expert Advisor Handling During Failover262High Availability for the Reporting Server262Handling of Reporting Events During Failover263High Availability for the Configuration Database263High Availability for Microsoft Office Communicator Server263Guidelines for Deploying Unified Expert Advisor263Using Router Requery264Recovery Following a Failover264Route Pattern or Route Point265Getting Expert Advisors to Answer Calls265SIP Configuration266Unified CVP Time-Outs266Scheduling of the Cisco Unified Presence Synchronization Task266Call Flow Descriptions266Inbound Call from PSTN267Consult Call from Unified Contact Center Enterprise Agent268Post-Expert Advisor Transfers269Expert Advisor Login269Sizing and Licensing270Securing Cisco Unified Contact Center Enterprise273Introduction to Security273Security Layers274Platform Differences275Security Best Practices276Network Firewalls278TCP/IP Ports278Topology278Network Address Translation279Active Directory Deployment280Parent/Child Deployments280AD Site Topology280Organizational Units280IPSec Deployment283Host-Based Firewall284Configuring Server Security285Unified Contact Center Security Wizard285Virus Protection285Antivirus Applications285Configuration Guidelines286Intrusion Prevention287Cisco Security Agent287Agents Modes287Patch Management288Security Patches288Automated Patch Management288Endpoint Security289Agent Desktops289Unified IP Phone Device Authentication290Unified IP Phone Media Encryption291IP Phone Hardening291Sizing Contact Center Resources293Contact Center Basic Traffic Terminology293Contact Center Resources and the Call Timeline297Erlang Calculators as Design Tools297Erlang-C298Erlang-B298Cisco Unified CCE Resource Calculators299Standard Unified CCE Resource Calculator Input Fields (What You Must Provide)300Standard Unified CCE Resource Calculator Output Fields (What You Want to Calculate)301Sizing Contact Center Agents, IVR Ports, and Gateways or Trunks (Inbound Contact Center)304Basic Contact Center Example304Call Treatment Example306After-Call Work Time (Wrap-up Time) Example307Agent Staffing Considerations308Contact Center Design Considerations309Sizing Unified CCE Components and Servers311Sizing Tools311Sizing Considerations for Unified CCE311Core Unified CCE Components311Operating Conditions312Administration & Data Server319Additional Sizing Factors320Peripheral Gateway and Server Options324Cisco Agent Desktop Component Sizing326Cisco Agent Desktop Base Services326Cisco Agent Desktop VoIP Monitor Service326Cisco Agent Desktop Recording and Playback Service326System Performance Monitoring327Summary328Sizing Cisco Unified Communications Manager Servers329Cluster Sizing Concepts329Sizing Tools330Cisco Unified Communications Sizing Tool331Cluster Guidelines and Considerations331Unified CM Servers333Unified CM Redundancy334Load Balancing for Unified CM335Deployment of Agent PG in a Unified CM Cluster336Upgrading Unified CM337Cisco Unified Mobile Agent338Bandwidth Provisioning and QoS Considerations339Unified CCE Network Architecture Overview340Network Segments341IP-Based Prioritization and QoS342UDP Heartbeat and TCP Keep-Alive343HSRP-Enabled Network344RSVP344Traffic Flow345Public Network Traffic Flow345Private Network Traffic Flow346Bandwidth and Latency Requirements346Quality of Service347Where to Mark Traffic347How to Mark Traffic348QoS Configuration352Configuring QoS on Unified CCE Router and PG352Configuring QoS on Cisco IOS Devices352QoS Performance Monitoring354Bandwidth Provisioning354Bandwidth Requirements for Unified CCE Public and Private Networks354Public Network Bandwidth354Private Network Bandwidth355Bandwidth Requirements for Unified CCE Clustering Over the WAN358Bandwidth Requirements for Gateway PG to System PG360Bandwidth Requirements for Unified CCE Gateway PG to Central Controller360Bandwidth Requirements for Unified CCE Gateway PG to System PG360Autoconfiguration361Best Practices and Options for Gateway PG and Unified CCE362Outbound Option Bandwidth Provisioning and QoS Considerations363Distributed SIP Dialer Deployment363Agent-Based Campaign – No SIP Dialer Recording363Agent-Based Campaign – SIP Dialer Recording364Transfer-To-IVR Campaign – No SIP Dialer Recording365Transfer-To-IVR Campaign – SIP Dialer Recording366Distributed SCCP Dialer Deployment367Bandwidth Requirements and QoS for Agent and Supervisor Desktops371Bandwidth Requirements for CTI OS Agent Desktop371CTI-OS Client/Server Traffic Flows and Bandwidth Requirements372Silent Monitoring Bandwidth Usage372CTI OS Server Bandwidth Calculator372Best Practices and Options for CTI OS Server and CTI OS Agent Desktop373Bandwidth Requirements for Cisco Agent Desktop374Silent Monitoring Bandwidth Usage374Cisco Agent Desktop Applications Bandwidth Usage377Best Practices and Recommendations for Cisco Agent Desktop Service Placement380Bandwidth Requirements for an Administration & Data Server and Reporting381Report Data Bandwidth382WebView Server Bandwidth382Reports Bandwidth383Bandwidth Requirements for Cisco EIM/WIM383Bandwidth and Latency Requirements for the User List Tool383Cisco Unified Contact Center Management Portal385Unified CCMP Architecture385Portal Interfaces386Deployment Modes386Lab Deployment386Standard Deployments387Resilient Deployments387Parent/Child Deployment387Unified CCE Administration & Data Server387Roles387Administration Server (Configuration-Only Administration Server)388Systems Exceeding Published limits388Software Compatibility388Reporting389Bandwidth Requirements389References389Glossary391Size: 7.74 MBPages: 398Language: EnglishOpen manual
User GuideTable of ContentsCover Page1Chapter 1: Cisco Unified ICM/IP Contact Center Port Utilization3Port Utilization Table Column Definitions3Unified CCEPort Utilization4Cisco Agent Desktop (CAD) Port Utilization13Cisco Unified Contact Center Management Portal Port Utilization16Cisco Unified Expert Advisor Port Utilization19Cisco Unified CRM Connector20Cisco Voice Integration to Genesys Call Center22Size: 1.09 MBPages: 22Language: EnglishOpen manual
Troubleshooting GuideTable of ContentsTable Of Contents3Preface6Purpose6Audience6Organization61. Initial checks82. Operational Overview9Web Application9Application Server10Reporting Services10Data Import Server10The Management Portal Provisioning Server11Resource States11State Descriptions11Synchronize11Delete Pending12Delete Confirmed13User Interface13Database Codes14Memberships14Example Synchronize Microflow15State Machine Scenarios163. System Operations18Service Restart Configuration18Database Backup and Recovery19Changing the Active Importer Server20Active Importer Server Crash23Inactive Importer Server Crash24Recovery after No Disk Space Available28Network Disconnects in Replicated Environments28Replication Fails on Replication Restart29Domain Controller was Rebooted31Taking a Cisco Admin Workstation Offline31Gateway Monitoring Web Page Shows Errors/Scripts Offline31Audit Report fails to Upload314. Management Portal32Resource Stays in Synchronizing State Forever?32Why is there No Data in My Report?32Report32machine actively refused it”33Web Browser Displays “The page cannot be found”33Can’t Print Reports33How Do I Reset a User’s Password?33Basic User has no Agents or Skillgroups menu options34Import34Can’t See Resources in System Manager?35Can’t Provision Resources through System Manager?35When Creating New Item, Error Indicates Resource Already Exists35Manager?35Can’t See Audit Reports in Management Portal?36Can’t Bulk Load Resources in System Manager?36How Do I Assign Users/Groups to a Global Role?37How Do I Assign Users/Groups to a Non-Global Role?37How Do I Edit Global Security Roles?37How Do I Edit Non-Global Security Roles?38Sharing IPCC Lines39Supported Phone Types39Tenants and Cluster Configuration39Phone Button Templates40Known Application Error Codes405. Index46Admin Workstation31Gateway Monitoring31Global37Global role37Advanced User34ASP.NET31Home folder34Backup19Basic User34Bulk load36Button40Importer20Invalid43Cluster39CMS control31Layout43ConAPI13Licence42Configuration39Line40Corrupt42Lines39MDX41Database9Microflows14Backup and Recovery19Codes14Multiple personality45Sides20Deleted35Domain Controller31Duplicate object41Parameter Set43Reset33Personality45Resource State12Fact table27Monitoring31Offline32Publisher20State11Resource16State table27Read Only43Synchronizing32Recursive42Parameters44Template42Tide mark25State14Tenant34Restart18UNIQUE KEY29Row count41User Interface13Web Browser33SERVER_ID22Web Server9Service18Size: 941 KBPages: 47Language: EnglishOpen manual
Troubleshooting GuideTable of Contents1. Initial checks7End User Checks7Application Error Codes7Critical Services7All Servers7Database Servers7Web Application Servers8User Rights8Network Connectivity82. Windows Operating System Checks9Event Logs9Disk Space and Memory Usage93. SQL Server Checks104. Unified Contact Center Management Portal Checks11Connectivity11Web Application Server to Database Server11Database Server to IPCC11SQL Server Transactions11Logs12AppServer Log12IIS Log Files12Audit Reporting13System Monitoring135. Common Issues14Database Server Errors14Required Initial Data Import Never Stops14Active Importer Server Crash14Inactive Importer Server Crash15Recovery after No Disk Space Available18Network Disconnects in Replicated Environments19Replication Fails on Replication Restart20Re-sychronizing Replication21Domain Controller was Rebooted22Taking a Cisco Admin Workstation Offline22System Monitoring / Monitoring Report Shows Errors22Cannot Login to Phone / Phone Does Not Ring22Web Application Server Errors22Import22Unable to See Resources in System Manager23Unable to Provision Resources through System Manager?23Resource Stays in Pending Active State Forever23When Creating New Item, Error Indicates Resource Already Exists24New Skillgroups Enter Error State24Unable to Update Skillgroup Memberships25Unable to see Related Resources in System Manager25Unable to Bulk Load Resources in System Manager25machine actively refused it”26Web Browser Displays “The page cannot be found”26Supervisor User has no Agents or Skillgroups menu options26Sharing IPCC Lines27Error Importing Phone27Phone Button Templates27Can’t See Audit Reports in Management Portal?27Report27No Data in Report27Unable to Print Reports286. Index29Access Denied11Home folder26Taking offline22default skill group]25Audit trails13Number set in template27Sharing27Button templates27Logged operations20Login Failed11Application Server Log12Event Log9CMS control22Web Log12Configuring the Web Log12Portal Configuration Manager22Active Importer Server14Checking connectivity11Inactive Importer Server15Checking log space utilization10Tide mark updating16Memory9Dynamic RAM allocation10SQL Server10Data import disk space18Microflow13Data import never stops14Running manually23Missing data in database18Missing data in report27DBCC SHRINKFILE20Deleted resources24Disk space9Causing import failure18Domain Controller22an object27CallManager7ICM7Pending Active23Event Viewer9Peripheral22Button templates27Error27Fact table17Not ringing22Sharing lines27Prefix23SQL Profiler11SQL Server10exist11Transactions11State table17Recovering18Deleting from16Missing menu options26Re-synchronizing21Switching off SQL replication16Replication.xml18TB_DIM_AGENT14Audit trails13Button templates27Missing data27Error27Missing reports27Not ringing22Sharing lines27an object27Tide mark16Unable to print28Update17Deleted24Accumulating data15Importing to tenant folder22Deleting from15Missing23Replicastion monitoring19Related25Staying in Pending Active23Unable to provision23Uploading25Uploading resources25Network Service8Services7sql_agent_user8.NET Runtime Optimization Service7ASP.NET State Service8COM+ Event System7HTTP SSL7IIS Admin Service7Management Portal Application Search20Services8web.config12Report Server8SQL Server (MSSQLSERVER8World Wide Web Publishing Service7Snapshot21create this object24Size: 824 KBPages: 30Language: EnglishOpen manual
Troubleshooting GuideTable of Contents1. Initial checks132. Operational Overview14Web Application14Application Server15Reporting Services15Data Import Server15The Management Portal Provisioning Server16Resource States16State Descriptions16Synchronize16Ready17Error17Delete Pending17Delete Confirmed18User Interface18Database Codes19Memberships19Example Synchronize Microflow20State Machine Scenarios213. System Operations23Service Restart Configuration23Database Backup and Recovery24Changing the Active Importer Server25Active Importer Server Crash28Inactive Importer Server Crash29Recovery after No Disk Space Available33Network Disconnects in Replicated Environments33Domain Controller was Rebooted34Taking a Cisco Admin Workstation Offline34Gateway Monitoring Web Page Shows Errors/Scripts Offline344. Management Portal36Resource Stays in Synchronizing State Forever?36Why is there No Data in My Report?36Report36machine actively refused it”36Web Browser Displays “The page cannot be found”36Can’t Print Reports36How Do I Reset a User’s Password?37Basic User has no Agents or Skillgroups menu options38Import38Can’t See Resources in System Manager?38Can’t Provision Resources through System Manager?38Manager?39Can’t See Audit Reports in Management Portal?39Can’t Bulk Load Resources in System Manager?39How Do I Assign Users/Groups to a Global Role?40How Do I Assign Users/Groups to a Non-Global Role?40How Do I Edit Global Security Roles?42How Do I Edit Non-Global Security Roles?43Sharing IPCC Lines43Supported Phone Types43Tenants and Cluster Configuration44Phone Button Templates44Known Application Error Codes445. Index50Admin Workstation34Gateway Monitoring35Global42Global role40Advanced User38Home folder38Backup24Basic User38Bulk load39Button44Importer25Invalid47Cluster44CMS control35ConAPI18Layout47Configuration44Licence46Corrupt46Line44Lines43Database14Backup and Recovery24Codes19Microflows19Sides25Domain Controller34Duplicate object45Resource State17Reset37Personality49Fact table32Monitoring35Offline36Service23Publisher25State16Resource21State table32Read Only47Synchronizing36Recursive46Parameters48Reports36Template46Tide mark30State19Tenant38Restart23User Interface18Row count45Web Browser36Web Server14SERVER_ID27Size: 597 KBPages: 51Language: EnglishOpen manual
Troubleshooting GuideTable of Contents1. Initial checks132. Operational Overview14Web Application14Application Server15Reporting Services15Data Import Server15The Management Portal Provisioning Server16Resource States16State Descriptions16Synchronize16Ready17Error17Delete Pending17Delete Confirmed18User Interface18Database Codes19Memberships19Example Synchronize Microflow20State Machine Scenarios213. System Operations23Service Restart Configuration23Database Backup and Recovery24Changing the Active Importer Server25Active Importer Server Crash28Inactive Importer Server Crash29Recovery after No Disk Space Available33Network Disconnects in Replicated Environments33Replication Fails on Replication Restart34Domain Controller was Rebooted36Taking a Cisco Admin Workstation Offline36Gateway Monitoring Web Page Shows Errors/Scripts Offline36Audit Report fails to Upload364. Management Portal37Resource Stays in Synchronizing State Forever?37Why is there No Data in My Report?37Report37machine actively refused it”38Web Browser Displays “The page cannot be found”38Can’t Print Reports38How Do I Reset a User’s Password?38Basic User has no Agents or Skillgroups menu options39Import39Can’t See Resources in System Manager?40Can’t Provision Resources through System Manager?40Manager?40Can’t See Audit Reports in Management Portal?40Can’t Bulk Load Resources in System Manager?40How Do I Assign Users/Groups to a Global Role?41How Do I Assign Users/Groups to a Non-Global Role?41How Do I Edit Global Security Roles?42How Do I Edit Non-Global Security Roles?43Sharing IPCC Lines43Supported Phone Types43Tenants and Cluster Configuration44Phone Button Templates44Known Application Error Codes445. Index50Admin Workstation36Gateway Monitoring36Global42Global role41Advanced User39ASP.NET36Home folder39Backup24Basic User39Bulk load40Button44Importer25Invalid47Cluster44CMS control36Layout47ConAPI18Licence46Configuration44Line44Corrupt46Lines43Database14Microflows19Backup and Recovery24Codes19Multiple personality49Sides25Domain Controller36Duplicate35Duplicate object45Reset38Resource State17Personality49Fact table32Monitoring36Offline37Publisher25State16Resource21State table32Read Only47Synchronizing37Recursive46Parameters48Template46Tide mark30State19Tenant39Restart23UNIQUE KEY34Row count45User Interface18Web Browser38SERVER_ID27Web Server14Service23Size: 866 KBPages: 51Language: EnglishOpen manual
Release NotesTable of ContentsRelease Notes for Cisco Unified Contact Center Management Portal Release 7.1(1) August 25, 20061Contents1Introduction1System Requirements2Related Documentation2New and Changed Information2Overview2Primary Functionality3Deployment Specifics4User Documentation4Important Notes4Multi-tenant Unified CallManager4Microsoft Windows Hotfix Required5Resolved Caveats in This Release5Bug Toolkit5Step 1 Log on with your Cisco.com user ID and password.5Step 2 Click the Launch Bug Toolkit hyperlink.5Step 3 If you are looking for information about a specific caveat, enter the ID number in the "Enter known bug ID:" field.5Step 4 Click Next. The Cisco Unified Intelligent Contact Management Enterprise search window displays.6Step 5 Choose the filters to query for caveats. You can choose any or all of the available options:6Step 6 Bug Toolkit returns the list of caveats on the basis of your query. You can modify your results by submitting another query and using different criteria.6Open Caveats in This Release7Table 1 Open Caveats for Cisco Unified Contact Center Management Portal Release 7.1(1)7Obtaining Documentation7Cisco.com7Product Documentation DVD8Ordering Documentation8Documentation Feedback8Product Alerts and Field Notices9Cisco Product Security Overview9Reporting Security Problems in Cisco Products9Obtaining Technical Assistance10Cisco Technical Support & Documentation Website10Submitting a Service Request11Definitions of Service Request Severity11Obtaining Additional Publications and Information11Size: 382 KBPages: 12Language: EnglishOpen manual
Release NotesTable of ContentsRelease Notes for Cisco Unified Contact Center Management Portal Release 7.2(1) June 14, 20071Contents1Introduction1A Note about Product Naming2System Requirements2Related Documentation2New and Changed Information3Overview3Primary Functionality3Deployment Specifics4User Documentation4Expanded Call Context Variables5New Audit Reports5Concurrent Use of External Provisioning Systems5Important Notes5Support for Cisco CallManager/Cisco Unified Communications Manager 6.05Resolved Caveats in This Release6Bug Toolkit6Step 1 Log on with your Cisco.com user ID and password.6Step 2 Click the Launch Bug Toolkit hyperlink.6Step 3 If you are looking for information about a specific caveat, enter the ID number in the "Enter known bug ID:" field.6Step 4 Click Next. The Cisco Unified Intelligent Contact Management Enterprise search window displays.6Step 5 Choose the filters to query for caveats. You can choose any or all of the available options:6Step 6 Bug Toolkit returns the list of caveats on the basis of your query. You can modify your results by submitting another query and using different criteria.7Open Caveats in This Release7Table 1 Open Caveats for Cisco Unified Contact Center Management Portal Release 7.2(1)7Obtaining Documentation8Cisco.com8Product Documentation DVD8Ordering Documentation8Documentation Feedback8Cisco Product Security Overview9Reporting Security Problems in Cisco Products9Product Alerts and Field Notices10Obtaining Technical Assistance10Cisco Technical Support & Documentation Website10Submitting a Service Request11Definitions of Service Request Severity11Obtaining Additional Publications and Information12Size: 411 KBPages: 14Language: EnglishOpen manual
User GuideTable of ContentsPreface7Purpose7Audience7Organization71. Welcome9About the Web Administration Portal9Overview9How does it work?10Getting Started10Overview10Host Administrator First Steps10Tenant Administrator First Steps10Tenant User First Steps11Open the Online Help11Log in and log out11Logging in11Logging out13Home Page13Your Home Page13User Categories13Change Your Password16Web Tool Commands and Browser Interaction17Supported Browsers17Using Popup Blockers17System Administration17Administrator Tasks172. Basic Mode21Team Management21Agent Reskilling243. Settings27Manage Settings27Change Your User Settings27Basic Options27Advanced Options28Change Global Security Settings28Overview28Managing Global Security Settings29Preset Global Security Settings30Change the System Settings31About Settings334. Information Notices35Manage Information Notices35Overview35Basic Mode options35Advanced Mode options355. Audit Reports39Understanding Reports39View a Report40Manage Reports42Manage Reports42Manage Parameter Sets43Edit a Report45Set Report Exception Thresholds456. System Manager47Manage the System47Page Access and Use47Using Portal With Other Provisioning Systems47What are Resources?47What is the System Manager tool?49Anchor Resources50Tree Structures50Organizing the tree contents51Navigating the Folder Tree51Managing the Tree51Resource Folder Tree Panel51Panel Access and Use51What is a Resource Folder?52How to Create a Resource Folder52How to Bulk Create Folders53How to Delete a Resource Folder53How to Move a Resource Folder53Items Panel53Panel Access and Use53List Resource Items53Select a Resource Item54Create a Resource Item54Move Resource Item(s)54Delete Resource Items55Details Panel55Page Access and Use55Details Tab55Associations Tab55Advanced Tab56History Tab56Resource States56Uploading Resources57Template Guide57Using the Bulk Upload Tool62Agent Management64Manage Persons64Manage Agents68Manage Agent Desktops75Manage Agent Teams80Manage Skill Groups83Manage Enterprise Skill Groups86Contact Management88Manage Dialed Numbers88Manage Directory Numbers90Manage Call Types92Manage Labels94Equipment Management96Manage IP Phones96Manage Directory Numbers99Manage Printers100Audio Management101Manage VRU Scripts101Code and Variable Management102Manage User Variables102Manage Expanded Call Variables1047. Security Management107Manage Security107Overview107Getting Started with Security108Security Example109Security Tutorial110Overview110Before You Begin110Create Users110Create a Group112Assign Permissions to a Group112Assign a Global Role113Assign Permissions to a User113Delete Your Examples114Manage Roles and Tasks114Overview114Managing Global Roles115Managing Non-Global Roles116Manage Folder Permissions118Create a User119Manage Users120Create a Group124Manage Groups1248. Glossary1299. Index144Error56Example110Expanded Call Variable104Expired Page17Agent Desk Settings75Agent Desktop75Audio101Audit39Browsers17Historical Reports39Bulk Upload57About13Change Your Password16Change your Security Settings28Change Your System Settings31Change Your User Settings27Comma Separated Variable40IVR101Delete Pending56Labels94Deleted56Desk Settings75Desktop75Dialed Number88Manage Expanded Call Variables104Manage Folder Permissions118Edit Group124Manage Information Notices35Edit Group Members124Manage Labels94Manage Printers100Edit Information Notices35Manage Reports42Edit Item Security118Manage Roles114Edit User120Manage Security107Manage Settings27Enterprise Skill Groups86Manage the System47Manage Users120Synchronize56New Schedule42System47New System Notice35Tasks114TIFF40Tutorial110Persons64Prefixes10User Variable102Ready56Real Time reports39Historical Reports39VRU Script101Real Time reports39Report Exception Thresholds45Disabled27Size: 1.4 MBPages: 145Language: EnglishOpen manual
User GuideTable of Contents1. Welcome9About the Unified Contact Center Management Portal9Overview9How does it work?10Getting Started10Overview10Host Administrator First Steps10Tenant Administrator First Steps10Tenant User First Steps11Open the Online Help11Log in and log out11Logging in11Logging out13Single Sign On13Home Page13Your Home Page13Modes14Change Your Password15Web Tool Commands and Browser Interaction16Supported Browsers16Using Popup Blockers162. Basic Mode17Team Management17Agent Reskilling213. Settings23Manage Settings23Change Your User Settings23Basic Options23Advanced Options24Change the System Settings24Customize the Top Menu25View the Application Log25Change the Security Settings26Change the Provisioning Settings27Edit Provisioning Settings27About Settings274. Service Manager295. Information Notices30Manage Information Notices30Overview30Basic Mode options30Advanced Mode options306. Audit Reports33Understanding Reports33View a Report34Manage Reports36Manage Reports36Manage Parameter Sets37Edit a Report39Set Report Exception Thresholds397. System Manager41Manage the System41Page Access and Use41Using Portal With Other Provisioning Systems41What are Resources?41What is the System Manager tool?43Anchor Resources44Tree Structures44Organizing the tree contents45Navigating the Folder Tree45Managing the Tree45Resource Folder Tree Panel45Panel Access and Use45What is a Resource Folder?46How to Create a Resource Folder46How to Bulk Create Folders47How to Delete a Resource Folder47How to Move a Resource Folder47Items Panel47Panel Access and Use47List Resource Items47Select a Resource Item48Create a Resource Item48Move Resource Item(s)48Delete Resource Items49Details Panel49Page Access and Use49Details Tab49Associations Tab49Advanced Tab50History Tab50Status Tab50Resource States50Pending Active51Ready51Error51Awaiting Deletion51Deleted51Uploading Resources52Template Guide52Using the Bulk Upload Tool57Agent Management60Manage Persons60Manage Agents63Manage Agent Desktops71Manage Agent Teams76Manage Skill Groups79Manage Enterprise Skill Groups82Contact Management84Manage Dialed Numbers84Manage Call Types86Manage Labels89Equipment Management91Manage IP Phones91Manage Directory Numbers94Manage Printers95Audio Management96Manage VRU Scripts96Code and Variable Management97Manage User Variables97Manage Expanded Call Variables998. Security Management103Overview103Inheritance and Policy Root Folders103Users and Groups103Permissions104Creating and Managing Global Roles105Managing Global Roles106Creating and Managing Folder Roles107Managing Folder Roles107Creating and Managing Users107Creating a User107Managing Users109User Permissions109Creating and Managing Groups110Creating a Group110Managing a Group111Group Permissions111Assigning Folder Permissions1129. Glossary11410. Index129Folder112Inheritance103Agent Desk Settings71Agent Desktop71Audio96Roles105Audit33Global Roles104Default Groups104Manage Groups103Manage Groups47Browsers16Permissions111Bulk Upload52Managing Groups110Change Your Password15Change your Security Settings26Historical Reports33Change Your System Settings24Change Your User Settings23About13Comma Separated Variable34Delete Pending50Deleted50Desk Settings71Inheritance103Desktop71Dialed Number84IVR96Directory Number94Labels89Edit Global Role26Edit Information Notices30Edit Item Security112Enterprise Skill Groups82Manage Expanded Call Variables99Error50Manage Folders45Manage Groups103Expanded Call Variable99Expired Page16Manage Information Notices30Manage Labels89Manage Printers95Manage Reports36Folder107Manage Settings23Global105Global Roles26Manage the System41Manage Users103Managing Groups110Managing Users107Security26New Role26New Schedule36Synchronize50New System Notice30System41TIFF34Persons60Manage Users103Prefixes10Managing Users107Permissions109User Variable97Ready50Historical Reports33VRU Script96Report Exception Thresholds39Disabled23WAV file96Roles104Default105Size: 1.35 MBPages: 130Language: EnglishOpen manual
User GuideTable of ContentsPreface7Purpose7Audience7Organization7Obtaining Documentation7Documentation Feedback8Cisco Product Security Overview9Obtaining Technical Assistance101. Welcome14About the Web Administration Portal14Overview14How does it work?15Getting Started15Overview15Host Administrator First Steps15Tenant Administrator First Steps15Tenant User First Steps16Open the Online Help16Log in and log out17Logging in17Logging out18Home Page18Your Home Page18User Categories18Change Your Password21Web Tool Commands and Browser Interaction22Supported Browsers22Using Popup Blockers22System Administration22Administrator Tasks22Scripting Tasks252. Basic Mode26Team Management26Agent Reskilling293. Settings31Manage Settings31Change Your User Settings31Basic Options31Advanced Options32Change Global Security Settings33Overview33Managing Global Security Settings33Preset Global Security Settings34Change the System Settings35About Settings374. Information Notices38Manage Information Notices38Overview38Basic Mode options38Advanced Mode options385. Reports41Understanding Reports41View a Report41Manage Reports44Manage Reports44Manage Parameter Sets45Edit a Report46Set Report Exception Thresholds476. System Manager49Manage the System49Page Access and Use49What are Resources?49What is the System Manager tool?51Anchor Resources52Tree Structures52Organizing the tree contents52Navigating the Folder Tree53Resource Folder Tree Panel53Panel Access and Use53What is a Resource Folder?53How to Create a Resource Folder54How to Bulk Create Folders54How to Delete a Resource Folder54How to Move a Resource Folder54Items Panel55Panel Access and Use55List Resource Items55Select a Resource Item55Create a Resource Item56Move Resource Item(s)56Delete Resource Items56Details Panel56Page Access and Use56Details Tab57Associations Tab57Advanced Tab57History Tab57Resource States57Uploading Resources58Editing CSV files58Template Guide58Using the Bulk Upload Tool63Agent Management66Manage Agents66Manage Agent Desktops74Manage Agent Teams79Manage Skill Groups81Manage Enterprise Skill Groups84Contact Management85Manage Dialed Numbers85Manage Call Types89Manage Labels92Equipment Management93Manage IP Phones93Manage Directory Numbers96Manage Printers98Audio Management98Manage VRU Scripts98Code and Variable Management99Manage User Variables997. Security Management102Manage Security102Overview102Getting Started with Security103Security Example104Security Tutorial105Overview105Before You Begin105Create Users105Create a Group107Assign Permissions to a Group107Assign a Global Role108Assign Permissions to a User108Delete Your Examples109Manage Roles and Tasks110Overview110Managing Global Roles110Managing Non Global Roles112Manage Folder Permissions113Manage Users114Create a User117Manage Groups119Create a Group1228. Glossary1249. Index139Domain User Name61Edit Group119Edit Group Members119Edit Information Notices38Agent60Edit Item Security113Agent Desk Settings74Agent Desktop74Edit User114Agent Team62Enterprise Skill Group62Enterprise Skill Groups84Argument Exception65Error57Example65Audio98Example105Audit41Excel58Expired Page22Boolean64Browsers22Format Exception65Change Your Password21Change your Security Settings33Change Your System Settings35Grouping Data41Change Your User Settings31Comma Separated Variable41Corrupt CSV file58CSS65CSV58Historical Reports41About18Date format64Delete Pending57Hyphen64Deleted57Desk Settings74Desktop74Dialed Number62Incoming61Domain Login Name61IPCC25IPTA62IVR98Ready57Real Time reports41Remote Agent62Labels92Login Name Already Exists65Historical Reports41Real Time reports41Report Exception Thresholds47Required?59Disabled31Manage Folder Permissions113Manage Information Notices38Manage Labels92Manage Printers98Manage Reports44Manage Roles110Scripts25Manage Security102Manage Settings31Security33Manage the System49Security102Manage Users114Security105Security Exception65Service Level Threshold63Service Level Type63NETBIOS61Skill Group62New Schedule44New System Notice38SNC64No Capacity Left65SQL Exception65No Identity Available65State Trace61Supervisor60Outgoing62Synchronize57System49Parameter Sets45Parameter Sets44Tasks110Parameter Sets46Parameter Sets47Template58Pass phrase60TIFF41Peripheral Number61Tutorial105Prefixes15VRU Script98Understand Reports41Upload58Upload98WAV file98User Variable63User Variable99Y/N data type64Size: 1.19 MBPages: 141Language: EnglishOpen manual
User GuideTable of ContentsPreface7Purpose7Audience7Organization7Obtaining Documentation7Documentation Feedback8Cisco Product Security Overview9Obtaining Technical Assistance101. Welcome13About the Web Administration Portal13Overview13How does it work?14Getting Started14Overview14Host Administrator First Steps14Tenant Administrator First Steps14Tenant User First Steps15Open the Online Help15Log in and log out15Logging in15Logging out17Home Page17Your Home Page17User Categories17Change Your Password20Web Tool Commands and Browser Interaction20Supported Browsers20Using Popup Blockers21System Administration21Administrator Tasks212. Basic Mode25Team Management25Agent Reskilling283. Settings31Manage Settings31Change Your User Settings31Basic Options31Advanced Options32Change Global Security Settings32Overview32Managing Global Security Settings33Preset Global Security Settings34Change the System Settings35About Settings374. Information Notices39Manage Information Notices39Overview39Basic Mode options39Advanced Mode options395. Reports43Understanding Reports43View a Report43Manage Reports46Manage Reports46Manage Parameter Sets47Edit a Report48Set Report Exception Thresholds496. System Manager51Manage the System51Page Access and Use51What are Resources?51What is the System Manager tool?53Anchor Resources54Tree Structures54Organizing the tree contents54Navigating the Folder Tree55Managing the Tree55Resource Folder Tree Panel55Panel Access and Use55What is a Resource Folder?55How to Create a Resource Folder56How to Bulk Create Folders56How to Delete a Resource Folder57How to Move a Resource Folder57Items Panel57Panel Access and Use57List Resource Items57Select a Resource Item58Create a Resource Item58Move Resource Item(s)58Delete Resource Items58Details Panel59Page Access and Use59Details Tab59Associations Tab59Advanced Tab60History Tab60Resource States60Uploading Resources60Template Guide61Using the Bulk Upload Tool65Agent Management68Manage Persons68Manage Agents71Manage Agent Desktops79Manage Agent Teams84Manage Skill Groups87Manage Enterprise Skill Groups90Contact Management92Manage Dialed Numbers92Manage Directory Numbers94Manage Call Types96Manage Labels98Equipment Management100Manage IP Phones100Manage Printers103Audio Management103Manage VRU Scripts103Code and Variable Management104Manage User Variables1047. Security Management107Manage Security107Overview107Getting Started with Security108Security Example109Security Tutorial110Overview110Before You Begin110Create Users110Create a Group112Assign Permissions to a Group112Assign a Global Role113Assign Permissions to a User113Delete Your Examples114Manage Roles and Tasks114Overview114Managing Global Roles115Managing Non-Global Roles116Manage Folder Permissions118Manage Users119Create a User122Manage Groups123Create a Group1278. Glossary1289. Index143Enterprise Skill Groups90Error60Example110Agent Desk Settings79Agent Desktop79Audio103Grouping Data43Audit43Browsers20Bulk Upload60Historical Reports43About17Change Your Password20Change your Security Settings32Change Your System Settings35Change Your User Settings31Comma Separated Variable43IVR103Delete Pending60Deleted60Labels98Desk Settings79Desktop79Dialed Number92Directory Number94Manage Folder Permissions118Manage Information Notices39Edit Group123Manage Labels98Edit Group Members123Manage Printers103Edit Information Notices39Manage Reports46Edit Item Security118Manage Roles114Manage Security107Edit User119Manage Settings31Manage the System51Manage Users119Synchronize60System51New Schedule46New System Notice39Tasks114TIFF43Tutorial110Understand Reports43Persons68Prefixes14User Variable104Ready60Real Time reports43Historical Reports43VRU Script103Real Time reports43Report Exception Thresholds49WAV file103Disabled31Size: 1.31 MBPages: 144Language: EnglishOpen manual
User GuideTable of ContentsPreface7Purpose7Audience7Organization7Obtaining Documentation7Documentation Feedback8Cisco Product Security Overview9Obtaining Technical Assistance101. Welcome13About the Web Administration Portal13Overview13How does it work?14Getting Started14Overview14Host Administrator First Steps14Tenant Administrator First Steps14Tenant User First Steps15Open the Online Help15Log in and log out15Logging in15Logging out17Home Page17Your Home Page17User Categories17Change Your Password20Web Tool Commands and Browser Interaction21Supported Browsers21Using Popup Blockers21System Administration21Administrator Tasks212. Basic Mode25Team Management25Agent Reskilling283. Settings31Manage Settings31Change Your User Settings31Basic Options31Advanced Options32Change Global Security Settings32Overview32Managing Global Security Settings33Preset Global Security Settings34Change the System Settings35About Settings374. Information Notices39Manage Information Notices39Overview39Basic Mode options39Advanced Mode options395. Audit Reports43Understanding Reports43View a Report44Manage Reports46Manage Reports46Manage Parameter Sets47Edit a Report49Set Report Exception Thresholds496. System Manager51Manage the System51Page Access and Use51Using Portal With Other Provisioning Systems51What are Resources?51What is the System Manager tool?53Anchor Resources54Tree Structures54Organizing the tree contents55Navigating the Folder Tree55Managing the Tree55Resource Folder Tree Panel55Panel Access and Use55What is a Resource Folder?56How to Create a Resource Folder56How to Bulk Create Folders57How to Delete a Resource Folder57How to Move a Resource Folder57Items Panel57Panel Access and Use57List Resource Items57Select a Resource Item58Create a Resource Item58Move Resource Item(s)58Delete Resource Items59Details Panel59Page Access and Use59Details Tab59Associations Tab59Advanced Tab60History Tab60Resource States60Uploading Resources61Template Guide61Using the Bulk Upload Tool66Agent Management68Manage Persons68Manage Agents72Manage Agent Desktops79Manage Agent Teams84Manage Skill Groups87Manage Enterprise Skill Groups90Contact Management92Manage Dialed Numbers92Manage Directory Numbers94Manage Call Types96Manage Labels98Equipment Management100Manage IP Phones100Manage Directory Numbers103Manage Printers104Audio Management105Manage VRU Scripts105Code and Variable Management106Manage User Variables106Manage Expanded Call Variables1087. Security Management111Manage Security111Overview111Getting Started with Security112Security Example113Security Tutorial114Overview114Before You Begin114Create Users114Create a Group116Assign Permissions to a Group116Assign a Global Role117Assign Permissions to a User117Delete Your Examples118Manage Roles and Tasks118Overview118Managing Global Roles119Managing Non-Global Roles120Manage Folder Permissions122Manage Users123Create a User126Manage Groups127Create a Group1318. Glossary1329. Index147Edit User123Enterprise Skill Groups90Error60Example114Expired Page21Agent Desk Settings79Agent Desktop79Audio105Audit43Browsers21Bulk Upload61Historical Reports43About17Change Your Password20Change your Security Settings32Change Your System Settings35Change Your User Settings31Comma Separated Variable44IVR105Delete Pending60Deleted60Desk Settings79Labels98Desktop79Dialed Number92Manage Expanded Call Variables108Manage Folder Permissions122Edit Group127Edit Group Members127Edit Information Notices39Manage Information Notices39Edit Item Security122Manage Labels98Manage Printers105Manage Reports46Manage Roles118Manage Security111Manage Settings31Manage the System51Manage Users123Synchronize60New Schedule46System51New System Notice39Tasks118TIFF44Tutorial114Persons68Prefixes14User Variable106Ready60Real Time reports43VRU Script105Historical Reports43Real Time reports43Report Exception Thresholds49WAV file105Disabled31Size: 1.33 MBPages: 148Language: EnglishOpen manual
User GuideTable of Contents1. Welcome6About Accessibility6Accessibility Support6Requirements for Accessible Users62. Text-only Users7About Text-only Users7Switching to Text-only7Creating a Text-only User7Setting an Existing User to Text-only73. Using Text-Only Mode9Supported Functionality9Homepage9Settings9Reports10Information Notices10To View/Edit an Information Notice10To Create an Information Notice10To Move/Delete an Information Notice11Managing the System11Supported Items11To view/edit an item12To Move/Delete an Item12To Create a User13To Create a Group14To Create a Folder14Size: 453 KBPages: 14Language: EnglishOpen manual
User GuideTable of Contents1. Welcome12About Accessibility12Accessibility Support12Requirements for Accessible Users122. Text-only Users13About Text-only Users13Switching to Text-only13Creating a Text-only User13Setting an Existing User to Text-only133. Using Text-Only Mode15Supported Functionality15Homepage15Settings15Reports16Information Notices16To View/Edit an Information Notice16To Create an Information Notice16To Move/Delete an Information Notice17Managing the System17Supported Items17To view/edit an item18To Move/Delete an Item18To Create a User19To Create a Group20To Create a Folder20Size: 390 KBPages: 20Language: EnglishOpen manual
User GuideTable of Contents1. Welcome12About Accessibility12Accessibility Support12Requirements for Accessible Users122. Text-only Users13About Text-only Users13Switching to Text-only13Creating a Text-only User13Setting an Existing User to Text-only133. Using Text-Only Mode15Supported Functionality15Homepage15Settings15Reports16Information Notices16To View/Edit an Information Notice16To Create an Information Notice16To Move/Delete an Information Notice17Managing the System17Supported Items17To view/edit an item18To Move/Delete an Item18To Create a User19To Create a Group20To Create a Folder20Size: 258 KBPages: 20Language: EnglishOpen manual
User GuideTable of Contents1. Welcome12About Accessibility12Accessibility Support12Requirements for Accessible Users122. Text-only Users13About Text-only Users13Switching to Text-only13Creating a Text-only User13Setting an Existing User to Text-only133. Using Text-Only Mode15Supported Functionality15Homepage15Settings15Reports16Information Notices16To View/Edit an Information Notice16To Create an Information Notice16To Move/Delete an Information Notice17Managing the System17Supported Items17To view/edit an item18To Move/Delete an Item18To Create a User19To Create a Group20To Create a Folder20Size: 390 KBPages: 20Language: EnglishOpen manual
Maintenance ManualTable of ContentsOVERVIEW12Operational Overview122 WEB SERVER14Import a Tenant from the ICM14How does it work?14Portal Users14Host Administrator First Steps15Configuring Imported Resource Data15Creating a Tenant Administrator16Assigning Administrator Privileges173 SYSTEM PROVISIONING18Security Management18System Management184 PROVISIONING COMPONENT MONITORING19Performance Counters20Event Log Alarms215 SNMP CONFIGURATION22Stage 1 - Configure the Provisioning component alarm generator22Stage 2 - Add alarms to the Windows event log22Stage 3 - Setup the Windows SNMP service22Provisioning Component Alarms Reference23Provisioning Component Alarm Service has Started23Provisioning Component Alarm Service has Stopped23Provisioning Component Customer Script is Online23Provisioning Component Customer Script is Offline24Provisioning Component Failed Transactions24Provisioning Component Timed Out Transactions25Provisioning Component Rejected Transactions25Trap Guidelines266 AUDIT TRAILS27Audit Histories27Audit Data Report277 Bulk Upload29Member Attributes29Editing CSV files29Template Guide29Global Template Columns29Agent Template31Folders Template32Agent Desktop Template32Agent Team Template33Enterprise Skill Group Template33Skill Group Template33User Variable Template34Using the Bulk Upload Tool34Data Types35Agent Security Field Example35Reasons for Upload Failure368 INDEX37Event Outcome30Event Source29Example37Advanced Mode18Excel31Agent33Agent Team35Alarm25Alarm generator24Failed transactions26Application Component14Argument Exception38Filtered21History29Audit Name29Audit Report29Boolean37Call Error Rate22History tab29Call Reject Rate22Call Request Rate22Hyphen37Call Timeout Rate22Configuration Manager16Corrupt CSV file31ICM16CSS38CSV31Resource data17Alarms28Incoming34Data Import Component15IP address24Database14IPTA35Database Server15Item Name30Date format37Item Type Name29Description31Item Type Success30Dialed Number35Domain Login Name34Domain User Name34Log23Application25Event23Login Name Already Exists38Edit Filter29Enabled Period21Enterprise Skill Group35Member attributes31Errors21Event log24Service Level Threshold35NETBIOS34Service Level Type36No Capacity Left38Skill Group35No Identity Available38SNC37SNMP Service24SQL Exception38Oneshot21Online25State21Outgoing34State Trace33Supervisor33Calls22Requests21IPCC16Pass phrase33Password18Template31Path36Perfmon22Equipment17Perfmon23Performance Counters22Tenant Success30Scheduling23Tenant User16Peripheral Number33Throttling24Prefix17Create17Timed out27Edit18Total Call Errors22Privileges19Total Call Requests22Processor21Total Call Timeouts22Total Calls Rejected22Total Processor Starts22Monitoring21Total Processor Stops22Transactions21Trap Throttling24Rejected transactions27Remote Agent35Report Success30Upload, bulk31Reporting14User types16Reporting Period23User Variable36Reporting Services14Reports29Required?31Resource Name29Web Application Server15Restart21Web monitoring21Wrap up34Security Exception38Y/N data type37Size: 367 KBPages: 38Language: EnglishOpen manual
Installation GuideTable of Contents1. Unified Contact Center Management Portal8Overview8Primary Functionality8Deployment Specifics9Deployment Models10N-Sided Replication102. Installation Guidelines and Requirements11Installation Prerequisite Checklist11Database11Application11Data Import12General Advice12Server Requirements12Windows12SQL Server13Backup Guidelines14Security Guidelines14Reporting Services Security Configuration14Required User Accounts15sql_agent_user15NT AUTHORITY\NETWORK SERVICE153. Component Installation16Planning Your Installation16Recording Your Settings16Component Installation17Database Component17Database Component Installation17Database Setup18Database Replication20Application Server Component20Application Server Component Installation20Web Server Component21Web Server Component Installation22Data Import Server Component22Data Import Server Component Installation22Product Documentation23Documentation Installation23SysMon234. Component Configuration24Data Replication24Configuring the SQLSERVERAGENT Service24Platform Server Cluster Configuration25Configuration Overview25Common ConAPI Credentials25CMS Server Setup26Configuration Procedure27CVP Media File Upload36Preparing the Configuration36Configuring DFS for CVP Media File Upload36Configuring DFS Root Targets37Configuring File Replication for CVP Media File Upload37Performance Configuration Checklists38Web Server38Database Server405. Post Installation Steps41Logging into the Management Portal41Report Uploading416. Upgrading From a Previous Version42Overview42Uninstalling the Portal42Uninstalling Data Import Server Component42Uninstalling the Provisioning Server Component43Uninstalling Other Components43Upgrading SQL Server44Upgrading to SQL Server 2005 Enterprise Edition44Upgrading to SQL Server 2005 Standard Edition44Installing the Portal48Configuration48Configuration Manager48Setting up ReportServer Connections49Replication497. Platform Uninstallation50Uninstalling Data Import Server Component50Removing Replication50Uninstalling Data Import Server Component50Uninstalling the Database Component51Uninstalling All Other Components518. Glossary529. Index58Application Instance List26ICM9Audit8IPCC9Back up14Load balancing10BITS12CallManager9Microsoft Terminal Services12Cisco Security Agent (CSA)16Cluster24CMS Server26NAM25Commissioning8Component11ConAPI25CVP Media File Upload36CVP tools9Checklists38Prerequisite Software11Data replication24Backup45Restore46Decrypt18Dedicated Server10Report Uploading41Demilitarized zone (DMZ)10Resilience10Models10Specifics9Secure Deployment10Documentation23Security Hardening12Domain controller12SNMP traps12Dual-sided16SQL Server Agent service12sql_agent_user15Subscriber24Encrypt18Encryption keys47Transaction log14FTP12Uninstallation50VRU36Upgrade42User interface8WAV36Size: 685 KBPages: 59Language: EnglishOpen manual
Installation GuideTable of ContentsApplication Instance List29Encrypt19Audit8Back up14FTP13BITS13ICM9CallManager9IPCC9Load balancing10Cluster27CMS Server29Commissioning8System40Component11ConAPI28Connections38NAM28CVP Media File Upload39CVP tools9Data replication27Checklists42Prerequisite Software11Backup49Restore50Decrypt19Reboot12Dedicated Server10Demilitarized zone (DMZ)10Report Uploading45Resilience10Models10Specifics9Secure Deployment10Security Hardening13Domain controller12SNMP traps12Dual-sided17SQL Server Agent service12sql_agent_user15Subscriber27Transaction log14VRU39Uninstallation53WAV39Upgrade46Size: 331 KBPages: 66Language: EnglishOpen manual
Installation GuideTable of Contents1. Unified Contact Center Management Portal8Overview8Primary Functionality8Deployment Specifics9Deployment Models10N-Sided Replication102. Installation Guidelines and Requirements11General Advice11Server Guidelines11Server Backups12Security Guidelines12Windows Components13Installation Prerequisite Checklist13Database13Reporting Services13Application14Web14Provisioning14Data Import14SysMon143. Component Installation15Planning Your Installation15Running the Installer15Recording Your Settings16Database Component16Database Component Installation16Database Setup17Database Replication18Database Component Configuration18Reporting Extensions Component18Reporting Extensions Component Installation18Application Server Component19Application Server Component Installation19Web Server Component21Web Server Component Installation21Configuring IIS21Provisioning Server Component22Provisioning Server Component Installation22Provisioning Component Configuration22Data Import Server Component23Data Import Server Component Installation23Product Documentation23Documentation Installation24SysMon244. Component Configuration25Database Component Configuration25Provisioning Server Component Configuration26Data Replication26Required Account26Configuring the SQLAgentStart Service26Platform Server Cluster Configuration27Configuration Overview28Common ConAPI Credentials28CMS Server Setup29Configuration Procedure30CVP Media File Upload37Preparing the Configuration38Configuring DFS for CVP Media File Upload38Configuring DFS Root Targets39Configuring File Replication for CVP Media File Upload39Performance Configuration Checklists40Web Server40Database Server425. Post Installation Steps43Logging into the Management Portal43Report Uploading436. Upgrading From a Previous Version44Overview44Uninstallation44Installation44Configuration44Replication447. Platform Uninstallation46Uninstalling Data Import Server Component46Removing Replication46Uninstalling Data Import Server Component46Uninstalling the Provisioning Server Component47Uninstalling the Database Component47Uninstalling All Other Components488. Glossary499. Index55Adobe Acrobat Reader 7.0.23Application Instance List28IIS logging11ASP26Internet Information Services21IPCC9Back up12Load balancing10BITS12CallManager9Microsoft Terminal Services12Cisco Security Agent (CSA)15Cluster25CMS Server29Commissioning9component13ConAPI28CVP Media File Upload37CVP tools9Checklists40Prerequisite Software13publisher31Data replication25Publisher27Data Replication26Database Replication18Decrypt19Dedicated Server10Reboot11Demilitarized zone (DMZ)10Report Uploading43Models10Resilience10Specifics9Documentation23Domain controller11Secure Deployment10Dual mode11Security Hardening12Dual-sided15SNMP traps11SQL Server Agent service11Subscriber27Encrypt19Thresholds18Transaction log12FTP12Uninstallation46WAV37Upgrade44WebView9User interface8VRU37Size: 658 KBPages: 56Language: EnglishOpen manual
Installation GuideTable of Contents1. Unified Contact Center Management Portal14Overview14Primary Functionality14Deployment Specifics15Deployment Models16N-Sided Replication162. Installation Guidelines and Requirements17General Advice17Server Guidelines17Server Backups18Security Guidelines18Windows Components19Installation Prerequisite Checklist193. Component Installation21Planning Your Installation214. Database Component23Database Component Installation23Database Replication26Database Component Configuration265. Reporting Extensions Component27Reporting Extensions Component Installation276. Application Server Component29Application Server Component Installation297. Web Server Component32Web Server Component Installation328. Provisioning Server Component34Provisioning Server Component Installation34Provisioning Component Configuration369. Data Import Server Component37Data Import Server Component Installation3710. Product Documentation39Overview39Documentation Installation3911. Component Configuration40Database Component Configuration40Database Server Security Configuration40Provisioning Server Component Configuration41Platform Server Cluster Configuration41Configuration Overview41Common ConAPI Credentials42CMS Server Setup42Configuration Procedure43Data Replication50Required Account50Configuring the SQLAgentStart Service50CVP Media File Upload52Preparing the Configuration53Configuring DFS for CVP Media File Upload53Configuring File Replication for CVP Media File Upload54Performance Configuration Checklists56Web Server56Database Server5812. Post Installation Steps59Report Uploading5913. Platform Uninstallation60Uninstalling Database Components60Uninstalling Web Components62Uninstalling Data Import Components60Uninstalling Provisioning Components6014. Glossary6415. Index71Dual mode17Dual-sided22Distributor15Adobe Acrobat Reader 7.0.39Encrypt30Application component21Endpoint URL48Application Instance List42ASP40Audit Trails14AXL48Facts22Failover21Back office databases21FTP18Back up18BITS18IIS logging17Internet Information Services33CallManager15IPCC Hosted Edition15CICM46CICM instance15Cisco Security Agent (CSA)22Cluster40Load balancing16CMS Server42Commissioning14component19ConAPI41Connector21Microsoft Message Queuing34Cryptography30Microsoft Terminal Services18CVP Media File Upload52CVP tools15NAM44Data Import component21Data replication40Data Replication50Data warehouses21Checklists56Database component21Prerequisite Software19Database Replication25Provisioning14Decrypt30Provisioning component21Dedicated Server16publisher44Demilitarized zone (DMZ)16Publisher51Models16Specifics15Dimensions22Reboot17Distributor51Replication40Documentation39Report Uploading59Domain controller17Resilience16Secure Deployment16Uninstallation60Security Hardening18User interface14SNMP traps17SQL Server 200021SQL Server Agent service17Subscriber51Systems integrator16WAV52Template59Thresholds27Transaction log18Size: 479 KBPages: 72Language: EnglishOpen manual
Installation GuideTable of Contents1. Unified Contact Center Management Portal14Overview14Primary Functionality14Deployment Specifics15Deployment Models16N-Sided Replication162. Installation Guidelines and Requirements17General Advice17Server Guidelines17Server Backups18Security Guidelines18Windows Components19Installation Prerequisite Checklist19Database19Reporting Services19Application20Web20Provisioning20Data Import203. Component Installation21Planning Your Installation21Running the Installer21Recording Your Settings22Database Component22Database Component Installation22Database Setup23Database Replication24Database Component Configuration24Reporting Extensions Component24Reporting Extensions Component Installation24Application Server Component25Application Server Component Installation25Web Server Component27Web Server Component Installation27Configuring IIS27Provisioning Server Component28Provisioning Server Component Installation28Provisioning Component Configuration29Data Import Server Component29Data Import Server Component Installation29Product Documentation30Documentation Installation304. Component Configuration31Database Component Configuration31Provisioning Server Component Configuration32Data Replication32Required Account32Configuring the SQLAgentStart Service32Platform Server Cluster Configuration32Configuration Overview34Common ConAPI Credentials34CMS Server Setup35Configuration Procedure36CVP Media File Upload42Preparing the Configuration42Configuring DFS for CVP Media File Upload43Configuring File Replication for CVP Media File Upload44Performance Configuration Checklists44Web Server44Database Server475. Post Installation Steps48Logging into the Management Portal48Report Uploading486. Upgrading From a Previous Version49Overview49Uninstallation49Installation49Configuration49Replication497. Platform Uninstallation51Uninstalling Data Import Server Component51Removing Replication51Uninstalling Data Import Server Component51Uninstalling the Provisioning Server Component52Uninstalling the Database Component52Uninstalling All Other Components538. Glossary549. Index60Adobe Acrobat Reader 7.0.30Application Instance List35IIS logging17ASP32Internet Information Services27IPCC15Back up18Load balancing16BITS18CallManager15Microsoft Terminal Services18Cisco Security Agent (CSA)21Cluster31CMS Server35Commissioning15component19ConAPI34CVP Media File Upload42CVP tools15Checklists45Prerequisite Software19publisher37Data replication31Publisher33Data Replication32Database Replication24Decrypt25Dedicated Server16Reboot17Demilitarized zone (DMZ)16Report Uploading48Models16Specifics15Documentation30Domain controller17Secure Deployment16Dual mode17Security Hardening18Dual-sided21SNMP traps17SQL Server Agent service17Subscriber33Encrypt25Thresholds24Transaction log18FTP18Uninstallation51WAV42Upgrade49WebView15User interface14VRU43Size: 581 KBPages: 61Language: EnglishOpen manual