Install and Configure Optional Cisco Components › c › en › us › td › docs › voice_ip_comm › cust_… · Install and Configure Optional Cisco Components • SPAN-BasedMonitoring,

Install and Configure Optional Cisco Components

• SPAN-Based Monitoring, page 1

• Unified CCE AW-HDS-DDS, page 3

• Unified WIM and EIM, page 3

• Cisco RSM, page 60

SPAN-Based MonitoringComplete the following procedure to install the CTI OS Silent Monitor Server:

Procedure

Step 1 Mount the Cisco SPAN-Based Monitoring ISO image and run the installer file.Step 2 For Destination Folder, you can either retain the default destination folder or click Browse and specify another

directory.Step 3 Click Next.Step 4 Specify the following information in the Cisco CTIOS Silent Monitor - Install Shield Wizard:

a) Port - Enter the number of the port on which the Silent Monitor Service listens for incoming connections.b) Silent Monitor Server - Select this to allow the Silent Monitor Service to monitor multiple Mobile Agents

simultaneously.Install the Silent Monitor Server on its own server. You cannot install it on a virtual machine asthere should be a physical connectivity between the Silent Monitor Server to the SPAN switch.

Note

c) Enable Quality of service - Select this to enable Quality of Service (QoS).

Step 5 Enter peer(s) information - Select this if this Silent Monitor Service is part of a cluster of Silent MonitorServices.

Step 6 Hostname /IP address - Enter the hostname or IP address of the other Silent Monitor Services in the cluster.You must configure all services in a cluster to listen on the same port. For example, if the port is set to 42228for the service you are currently configuring, you must set it to 42228 for all other services in the cluster.

You must install a Windows Server 2008 R2 compatible maintenance release (MR) for this softwareto function on Windows Server 2008 R2.

Note

Installing and Configuring Cisco HCS for Contact Center 9.2(1) 1

Additional Configuration for Mobile Agent EnvironmentsThis section describes the additional configuration required for Mobile Agent deployment:

1 For Mobile Agents, the voice path crosses the Public Switched Telephone Network (PSTN) and twogateways.

One gateway control calls from customer phones. The other gateway controls calls from agents, knownas agent gateway.In a Mobile Agent deployment, the Silent Monitor service uses a SPAN port to receive the voice trafficthat passes through the agent gateway. This requires the computer running the Silent Monitor service tohave two NIC cards; one to handle communications with clients and another to receive all traffic spannedfrom the switch.

For example, if the agent gateway is connected to port 1 and the NIC (on the Silent Monitor Server thatreceives SPAN traffic) is connected on port 10, use the following commands to configure the SPANsession:

monitor session 1 source interface fastEthernet0/1

monitor session 1 destination interface fastEthernet0/10

2 To deploy Silent Monitoring for the Mobile Agent, there must be two gateways; one gateway for agenttraffic and another for caller traffic.

If you use one gateway for both agent and caller traffic, the voice traffic does not leave or cross the agentgateway and therefore cannot be silently monitored.For example, agent-to-agent and consultation calls between Mobile Agents share the same gateway andcannot be silently monitored. Most Mobile Agent deployments only allow silent monitoring for callsbetween agents and customers.

3 Install Silent Monitor service on the supervisors desktop, but you need not configure Silent Monitor servicefor the Mobile Agents. You must configure the agent to use one or more Silent Monitor Servers in theCTI OS Server setup program.

4 Agents who are both mobile and regular agents require at least two profiles.

The profiles for regular agents do not contain any Silent Monitor service information.

The profiles for Mobile Agents, contains information used to connect to a Silent Monitor Server.

Silent Monitor Service ClustersIf more than one agent gateway is present in the call center and an agent can use either gateway to log in,cluster the Silent Monitor services to support Silent Monitor as follows.

1 Deploy a separate silent monitor server for each gateway.

2 Configure a SPAN port for each silent monitor server as described in the previous section.

3 Run the Silent Monitor server installer to install and configure two Silent Monitor servers as peers.

4 Configure the following to set up a connection profile to instruct the agent desktops to connect to one ofthe peers:

Installing and Configuring Cisco HCS for Contact Center 9.2(1)2

Install and Configure Optional Cisco ComponentsAdditional Configuration for Mobile Agent Environments

a Check the Enter peers information check box.

b Enter the IP address of the other silent monitor service in the Hostname/IP address.

Unified CCE AW-HDS-DDSTo install Unified CCE AW-HDS-DDS, see Create Golden Template for Unified CCE AW-HDS-DDS andto configure see Configure Unified CCE AW-HDS-DDS.

Unified WIM and EIMInstall and configure the Unified WIM and EIM in the distributed mode in the following order:

• Install and Configure Unified WIM and EIM for 120 Multimedia Agent Deployment, on page 3


• Unified WIM and EIM Distributed-server Deployment, on page 26

Install and Configure Unified WIM and EIM for 120 Multimedia AgentDeployment

• Install Unified WIM and EIM for 120 Multimedia Agent Deployment, on page 3

• Configure Unified WIM and EIM for 120 Multimedia Agent Deployment, on page 20

Install Unified WIM and EIM for 120 Multimedia Agent Deployment• Install Unified WIM and EIM File Server for 120 Multimedia Agent Deployment, on page 3

• Install Unified WIM and EIM Database Server for 120 Multimedia Agent Deployment, on page 5

• Install Unified WIM and EIM Application Server for 120 Multimedia Agent Deployment, on page 9

• Install Unified WIM and EIM Messaging Server for 120 Multimedia Agent Deployment, on page 11

• Install Unified WIM and EIM Web Server for 120 Multimedia Agent Deployment, on page 13

• Install Unified WIM and EIM Services Server for 120 Multimedia Agent Deployment, on page 15

• Install Cisco Media Blender for 120 Multimedia Agent Deployment, on page 17

Install Unified WIM and EIM File Server for 120 Multimedia Agent Deployment

Follow this sequence of tasks to install Unified WIM and EIM File Server.

After each task, return to this page to mark the task “done ” and continue the sequence.


Install and Configure Optional Cisco ComponentsUnified CCE AW-HDS-DDS

CHCS_BK_I4A9C004_00_installing-and-configuring-hcs-cc_chapter_0110.pdf#unique_154


NotesTasksDone?Sequence

See Open VirtualizationFormat Files.

Download the EIMWIM_Template_5_v9.0.ova..1

Follow the procedure CreateVirtual Machines fromCisco HCS for ContactCenter OVA.

Create the virtual machine for the Unified WIMand EIM File Server.

2

Follow the procedure InstallMicrosoftWindows Server.

Install Microsoft Windows Server 2008 R2Service Pack 1.

3

Follow the procedure InstallVMware Tools.

Install VMware Tools.4

Follow the procedure InstallAntivirus Software.

Install antivirus software.5

Follow the procedure InstallUnified WIM and EIM FileServer, on page 4.

Install the Unified WIM and EIM File Server.6

After you install, you can configure the Unified WIM and EIM file server on the destination system.

Install Unified WIM and EIM File ServerTo install a file server component on the Cisco Interaction Manager, perform the following steps :

Procedure

Step 1 Add the virtual machine into the destination domain.Step 2 Mount the Cisco WIM and EIM ISO image to the virtual machine. For more information, see Mount and

Unmount ISO Files.Step 3 Run the installer file of Cisco Unified Interaction Manager

The Unified E-Mail Interaction Manager & Unified Web Interaction Manager console appears.

Step 4 Click Next.Step 5 Click the option I accept the terms of the License Agreement and click Next.Step 6 Check the File Server check box and click Next.Step 7 Browse to a folder to install the file server component and click Next.

Before you perform this step, make sure you have already created a appropriate folder in the C drivefor the file server installation.

Note

Step 8 Enter a domain username and a password. Re-enter the password to verify and click Next.Step 9 Click Install.


Install and Configure Optional Cisco ComponentsInstall and Configure Unified WIM and EIM for 120 Multimedia Agent Deployment















The installation begins and it takes a few moments for the installation.

Step 10 Click Finish.Step 11

Install Unified WIM and EIM Database Server for 120 Multimedia Agent Deployment

Follow this sequence of tasks to install Unified WIM and EIM Database Server.After each task, return to this page to mark the task “done ” and continue the sequence.





Create the virtual machine for the Unified WIMand EIM Database Server.

2



3





Follow the procedure InstallMicrosoft SQL Server 2008SP1 Standard Edition x64.

Install the Microsoft SQL Server 2008 SP1Standard Edition x64.

6

Follow the procedure InstallUnified WIM and EIMDatabase Server, on page5.

Install the Unified WIM and EIM DatabaseServer.

7

After you install, you can configure the Unified WIM and EIM database server on the destination system.

Install Unified WIM and EIM Database ServerTo install the database and reporting server component on the Cisco InteractionManager, perform the followingsteps :

Before You Begin

• Install Microsoft SQL Server 2008 SP1 Standard Edition x64 for Unified WIM and EIM Collocateddeployment. See Install Microsoft SQL Server 2008 SP1 Standard Edition x64. Install Microsoft SQL



















Server 2008 SP1 Enterprise Edition x64 for Unified WIM and EIM Distributed server deployment. SeeInstall Microsoft SQL Server 2008 SP1 Enterprise Edition x64.

• Install Exchange Server.

Perform the following steps to enable the Local Distributed Transaction Coordinator (DTC) on database servermachine :

1 Choose Start > Administrative Tools > Component Services.

2 In the console tree, browse Component Services > Computers >My Computer > DistributedTransaction Coordinator > Local DTC

3 Right-click Local DTC and from the menu select Properties.

4 In the Local DTC Properties window, go to the Security tab and set the following:

a In the Security Settings section, select the following two options:

• Network DTC Access

• Enable XA Transactions

b In the Network DTC Access section, select the following four options:

• Allow Remote Clients

• Allow Remote Administration

• Transaction Manager Communication - Allow Inbound

• Transaction Manager Communication - Allow Outbound

c In the DTC Logon Account section, set the value in the Account field to NTAuthority\NetworkService.

5 In the DTC Console Message box, click Yes.

6 Restart the machine.

7 Choose Start > All Programs > Administrative Tools > Services.

8 In the Services window, locate the following two services and stop them.

• Distributed Transaction Coordinator

• SQL Server (MSSQLSERVER) for Microsoft SQL 2008.

9 Start the services in the following order:

• Distributed Transaction Coordinator

• SQL Server (MSSQLSERVER) for Microsoft SQL 2008.

10 Choose Start > All Programs > Control Panel.

11 Open Windows Firewall, and in the Windows Firewall window, click the Allow a program or featurethrough Windows Firewall link.

12 In the Allowed Programs window, click theChange Settings link and select theDistributed TransactionCoordinator option and click OK.



Procedure


Unmount ISO Files.Step 3 Run the installer file of Cisco Unified Interaction Manager.


Step 4 Click Next.Step 5 Select I accept the terms of the License Agreement and click Next.Step 6 Check Database and click Next.Step 7 Enter the name of the file server and click Next.Step 8 Enter the context root name and click Next.

The default value is system

Step 9 Configure the following to create a system administrator user account and then click Next:a) Enter a username for the system administrator. The default value is sa.b) Enter a password for the system administrator.c) Re-enter the password for the system administrator.

The password should have at least eight characters and should be a mix of numbers and letters.For example, password@123.

Note

Step 10 Configure the following to create a first partition administrator user account and the partition, and then clickNext.a) Enter a username for the partition administrator.

The default value is pa.

b) Enter a password for the partition administrator.c) Re-enter the password for the partition administrator.d) Enter the partition name and provide a description.

Step 11 Select a language for the knowledge base and click Next.The default value is English (US).

Step 12 Configure the following default notification parameters and then click Next:a) Enter the IP address of the default SMTP (Exchange) server.

This name is used to send email notifications.

b) Enter a sender address for notifications.All the notifications are sent using this address.

c) Enter a receiver address for notifications.All the notifications are received at this address.

Step 13 Select the default SQL Server Authentication from the drop-down list and then click Next.Step 14 Configure the following Master Database Parameters and then click Next:

a) Enter the Name of the local server on which you want to Install the master database. Make sure you entera DNS hostname and not an IP address.

b) Enter the name for the Master Database.c) Enter the MSSQL server instance name.





d) Enter the port number of the MSSQL server.e) Enter a path to the folder on the database server.f) Enter the initial size of the datafile.g) Enter the maximum size of the datafile.h) Enter the increment size of the datafile.i) Enter the initial size of the log file.j) Enter the maximum size of the log file.k) Enter the username of the database administrator.l) Enter the password of the database administrator.m) Enter the username of the Cisco databasen) Enter a password for the Cisco databaseo) Re-enter and confirm the password.

Step 15 Enter the password of Cisco database, re-enter and verify the password and then click Next to configure thefollowingArchive Database parameters, few fields are auto populated based on theMaster Database parameterssettings:

This step is applicable only for 120 and 240Multimedia Agent deployment models.Note

a) Enter the name of the MSSQL server.b) Enter the name of the database.c) Enter the name of the server instance.d) Enter the port number of the MSSQL server.e) Enter a path to the folder on the database server.f) Enter the initial size of the datafile.g) Enter the maximum size of the datafile.h) Enter the increment size of the datafile.i) Enter the initial size of the log file.j) Enter the maximum size of the log file.k) Enter the username of the database administrator.l) Enter the password of the database administrator.m) Enter the username of the Cisco databasen) Enter a password for the Cisco databaseo) Re-enter and confirm the password.

Step 16 Enter the following Active Database filegroup parameters and click Next.This step is applicable only for Unified WIM and EIM Distributed server deployment model thatuses Microsoft SQL Server Enterprise Edition.

Note

a) Enter the Filegroup Datafile 1 Name.b) Enter the Filegroup Datafile 1 Path.c) Enter the Filegroup Datafile 2 Name.d) Enter the Filegroup Datafile 2 Path.e) Enter the Filegroup Datafile 3 Name.f) Enter the Filegroup Datafile 3 Path.g) Enter the Filegroup Datafile 4 Name.h) Enter the Filegroup Datafile 4 Path.

Step 17 Configure the following Reports Database parameters and then click Next.This step is applicable only for Unified WIM and EIM Distributed server deployment model thatuses Microsoft SQL Server Enterprise Edition.

Note



a) Enter the name for the Reporting server.b) Enter the name of the database.c) Enter the name of the server instance.d) Enter the port number of the MSSQL server.e) Enter a path to the folder on the reporting server.f) Enter the initial size of the datafile.g) Enter the maximum size of the datafile.h) Enter the increment size of the datafile.i) Enter the initial size of the log file.j) Enter the maximum size of the log file.k) Enter the username of the database administrator.l) Enter the password of the database administrator.m) Enter the username of the Cisco database.n) Enter a password for the Cisco database.o) Re-enter and confirm the password.

Step 18 Verify that the specifications are listed in the table and click Next.This step is applicable only for Unified WIM and EIM Distributed server deployment model thatuses Microsoft SQL Server Enterprise Edition.

Note

Step 19 Enter the following Reports Database filegroup parameters and click Next.This step is applicable only for Unified WIM and EIM Distributed server deployment model thatuses Microsoft SQL Server Enterprise Edition.

Note

a) Enter the Filegroup Datafile 1 Name.b) Enter the Filegroup Datafile 1 Path.c) Enter the Filegroup Datafile 2 Name.d) Enter the Filegroup Datafile 2 Path.e) Enter the Filegroup Datafile 3 Name.f) Enter the Filegroup Datafile 3 Path.g) Enter the Filegroup Datafile 4 Name.h) Enter the Filegroup Datafile 4 Path.

Step 20 Click Install.The installation begins and it takes a few moments for the installation to finish.

Step 21 Click Finish.

Install Unified WIM and EIM Application Server for 120 Multimedia Agent Deployment

Follow this sequence of tasks to install the Unified WIM and EIM Application Server.

After each task, return to this page to mark the task “done ”and continue the sequence.










Create the virtual machine for the Unified WIMand EIM Application Server.

2



3





Follow the procedure InstallUnified WIM and EIMApplication Server, onpage 10.

Install the Unified WIM and EIM ApplicationServer.

6

After you install, you can configure the Unified WIM and EIM application server on the destination system.

Install Unified WIM and EIM Application Server

Note • For Unified WIM and EIM Distributed server deployment, install 5 Application Server

To install the Application Server component on the Cisco Interaction Manager, perform the following steps:

Before You Begin

• Install JDK 1.7 Update 2 or higher (64-bit)— Installation program for JDK 1.7 Update 7 is included inthe Environment\Server Side Java Folder of the installation package.

• Copy and extract the Jboss file jboss.as.7.1.2Final from the Environment > JBoss folder on theapplication CD to C drive.

• Take a back-up of the JBoss_Home\standalone directory. You can use this backup in case you have anydeployment issues with JBoss.

Procedure


















Step 4 Click Next.Step 5 Click the option I accept the terms of the License Agreement and click Next.Step 6 Check the Application Server check-box and the click Next.Step 7 Enter the name of the file server.Step 8 Browse to a folder to install the application server component and click Next.

Before you perform this step, make sure you already created a folder in the C drive for the applicationserver installation.

Note

Step 9 Browse to the path for the JDK home directory and click Next.Step 10 Browse to the path for JBoss home directory and click Next.Step 11 Enter the JBoss Messaging Port number.

The default value is 5445.

Step 12 Enter the JBoss Remote Port number.The default value is 4447.

Step 13 Enter the JBoss HTTP Port number.The default value is 9001.

Step 14 Enter the JBoss HTTP SSL Port number.The default value is 9002.

Step 15 Click Next.Step 16 Enter a domain username and a password. Re-enter the password to verify and click Next.Step 17 Select Yes from Deploy FAR Automatically drop-down list.Step 18 Select Yes from Install the application as Windows Service drop-down list and click Next.Step 19 Verify the specifications that are listed in the table and then click Install.

The installation begins and it takes a few moments for the installation to finish.


Install Unified WIM and EIM Messaging Server for 120 Multimedia Agent Deployment

Follow this sequence of tasks to install Unified WIM and EIM Messaging Server.






Create the virtual machine for the Unified WIMand EIM Messaging Server.

2












3





Follow the procedure InstallUnified WIM and EIMMessaging Server, on page12.

Install the Unified WIM and EIM MessagingServer.

6

After you install, you can configure the Unified WIM and EIM messaging server on the destination system.

Install Unified WIM and EIM Messaging ServerTo install the Messaging Server component on the Cisco Interaction Manager, perform the following steps :

Before You Begin

• Install JDK 1.7 Update 2 or higher (64-bit)— Installation program for JDK 1.7 Update 7 is included inthe Environment\Server Side Java Folder of the installation package.

• Copy and extract the Jboss file jboss.as.7.1.2Final from the Environment > JBoss folder on theapplication CD to C drive.

• Take a back-up of the JBoss_Home\standalone directory. You can use this backup in case you have anydeployment issues with JBoss.

Procedure




Step 4 Click Next.Step 5 Click the option I accept the terms of the License Agreement and click Next.Step 6 Check theMessaging Server check box and click Next.Step 7 Enter the name of the file server and click Next.Step 8 Browse to a folder to install the messaging server component and click Next.

Before you perform this step, make sure you already created a folder in the C drive for the messagingserver installation.

Note











Step 9 Browse to the path for the JDK home directory and click Next.Step 10 Browse to the path for JBoss home directory and click Next.Step 11 Enter JBoss Messaging Port number.

The default value is 5445.

Step 12 Enter JBoss Remote Port number.The default value is 4447.

Step 13 Enter JBoss HTTP Port numberThe default value is 9001.

Step 14 Enter JBoss HTTP SSL Port number.The default value is 9002.

Step 15 Click Next.Step 16 Enter a domain username and a password. Re-enter the password to verify and click Next.Step 17 Select Yes in the Install the application as Windows Service drop-down list and click Next.Step 18 Verify the specifications that are listed in the table and click Install.



Install Unified WIM and EIM Web Server for 120 Multimedia Agent Deployment

Follow this sequence of tasks to install the Unified WIM and EIM Web Server.

After each task, return to this page to mark the task "done" and continue the sequence.





Create the virtual machine for the Unified WIMand EIM Web Server.

2



3





Follow the procedure InstallUnifiedWIM and EIMWebServer, on page 14.

Install the Unified WIM and EIM Web Server.6















After you install, you can configure the Unified WIM and EIM web server on the destination system.

Install Unified WIM and EIM Web Server

Note • For Unified WIM and EIM Distributed server deployment, install 5 Web Servers.

Perform the following steps to install the Web Server component on a Cisco Interaction Manager.

Before You Begin

Perform the following steps to install the Web Server (IIS) role:

1 Choose Start > Administrative Tools > Server Manager.

2 Select Roles and then click Add Roles and click Next.

3 In the Select Server Roles page, selectWeb Server (IIS) and click Next.

4 In the Web Server (IIS) page, click Next.

5 In the Select Role Services page, check the following check boxes and click Next:

• Common HTTP Features

◦Default Document

◦Directory Browsing

• Application Development

◦ASP.Net

◦NET Extensibility

◦ASP

◦CGI

◦ISAPI Extensions

◦ISAPI Filters

◦Server Side Includes

• Performance

◦Static Content Compression

◦Dynamic Content Compression

6 Click Install to install the Web Server (IIS), and click Close.



Procedure

Step 1 Add the virtual machine into the destination domain.Step 2 Mount the Cisco Unified WIM and EIM ISO image to the virtual machine. For more information, see Mount

and Unmount ISO Files.Step 3 Run the installer file of Cisco Unified Interaction Manager.


Step 4 Click Next.Step 5 Click the option I accept the terms of the License Agreement and click Next.Step 6 Check theWeb Server check box and then click Next.Step 7 Enter the name of the file server and click Next.Step 8 Enter the name of the application server for the corresponding web server and click Next.Step 9 Browse to a folder to install the web server component and click Next.

Before you perform this step, make sure you already created a folder in the C drive for the web serverinstallation.

Note

Step 10 Select the default website from the drop-down list and click Next.Step 11 Enter the domain username and a password. Re-enter the password to verify and click Next.Step 12 Verify that the specifications that are listed in the table and click Install.



Install Unified WIM and EIM Services Server for 120 Multimedia Agent Deployment

Follow this sequence of tasks to install the Unified WIM and EIM Services Server.






Create the virtual machine for the Unified WIMand EIM Services Server.

2



3






















Follow the procedure InstallUnified WIM and EIMServices Server, on page16.

Install the UnifiedWIM and EIMServices Server.6

After you install, you can configure the Unified WIM and EIM services server on the destination system.

Install Unified WIM and EIM Services ServerTo install the Services Server component on the Cisco Interaction Manager, perform the following steps:

Before You Begin

Install JDK 1.7 Update 2 or higher (64-bit)— Installation program for JDK 1.7 Update 7 is included in theEnvironment\Server Side Java Folder of the installation package.

Procedure

Step 1 Add the virtual machine into the destination domain.Step 2 Mount the Cisco Unified WIM and EIM ISO image to the virtual machine. For more information, see Mount

and Unmount ISO Files.Step 3 Run the installer file of Cisco Unified Interaction Manager.


Step 4 Click Next.Step 5 Click the option I accept the terms of the License Agreement and then click Next.Step 6 Check the Services Server check box and then click Next.Step 7 Enter the name of the file server and click Next.Step 8 Browse to a folder to install the services server component and click Next.

Before you perform this step, make sure you already created a folder in the C drive for the servicesserver installation.

Note

Step 9 Enter the path for the JDK home directory and click Next.Step 10 Retain the default RMI Registration Port value as 15099 and RMI Activation Port as 15098 and click

Next.Step 11 Enter a domain username and a password. Re-enter the password to verify the password and click Next.Step 12 Verify that the specifications listed in the table and click Next.Step 13 Click Install.


Step 14 Click Next.Step 15 Click No for Do you want to continue Cisco Interface Manager Integration Record.Step 16 Click Finish.





Install Cisco Media Blender for 120 Multimedia Agent Deployment

Follow this sequence of tasks to install Cisco Media Blender. After each task, return to this page to mark thetask "done" and continue the sequence.

NotesTaskDone?Sequence


Download the CiscoMediaBlender901.ova..1


Create the virtual machine for the Cisco MediaBlender.

2

Follow the procedure,Install Microsoft WindowsServer 2003 SP2, on page17 .

Install Microsoft Windows Server 2003 ServicePack 2.

3





Follow the procedure Installthe Cisco Media Blender,on page 17.

Install Cisco Media Blender.6

After you install, you can configure the Cisco Media Blender on the destination system.

Install the Cisco Media Blender

Install 2 Cisco Media Blender for Unified WIM and EIM Distributed server Deployment.Note

Complete the following procedures to install Cisco Media Blender.

• Install Microsoft Windows Server 2003 SP2, on page 17

• Install and Verify the IIS Service, on page 18

• Install the Cisco Media Blender Software , on page 19

• Start Tomcat Service , on page 20

Before You Begin

Ensure that you place the machine into the customer domain before proceeding with installation.

Install Microsoft Windows Server 2003 SP2Complete the following procedure to install Microsoft Windows Server 2003 SP2.













Procedure

Step 1 Mount theMicrosoftWindows Server ISO image to the CD/DVD drive of the newly deployed virtual machinethat you created in the procedures. For more information, seeMount ISO File.

Step 2 From the VMware vCenter Inventory menu, right-click the virtual machine and choose Power > Power On.The Windows Server 2003 setup page opens.

Step 3 Accept the license terms.Step 4 To set up Windows, click Enter.Step 5 To create a partition, press C.Step 6 Select Format the partition using the NTFS file system from the initial configuration tasks.Step 7 Click Enter and the install begin.Step 8 At the conclusion of the installation, the system reboots.Step 9 After reboot, on the Regional and Language Options page, click Next.Step 10 On the Personalize Your Software page, enter the following, and click Next.

• Name: Enter your name.

• Organization: Enter the organization details.

Step 11 Enter the Volume License Product Key information, and click Next.Step 12 On the Licensing Modes page, select the Per server. No of concurrent connections (by default, the value

is 5), and click Next.Step 13 On the Computer Name and Administrator Password page:

1 Enter the Computer Name.

2 Enter the Administrator Password field.

3 Confirm your password.

Step 14 Click Next.Step 15 On the Date and Time Settings page, select the appropriateTime Zone andDate and Time settings, and click

Next.Step 16 On the Networking Settings page, choose Typical settings, and click Next.Step 17 On the Workgroup or Computer Domain, select NO, and click Next.

Wait for the server to restart itself before the next windows installations procedure. This can takefive to seven minutes.

Note

Step 18 Log in as Administrator.Step 19 Assign an IP address to the server.Step 20 Load the machine in the respective Domain.Step 21 Install Microsoft Windows 2003 SP2.

Install and Verify the IIS Service

Install the IIS Service



Procedure

Step 1 Choose Start > Control Panel > Add or Remove Programs > Add or Remove Windows Components.Step 2 Select and double-click the Application Server from the pop-up windowStep 3 Select Internet Information Service and click Ok.Step 4 Click Next and complete the installation.

Windows 2003 ISO or CD is required, to install the IISservice.

Note

Verify the IIS Service

Procedure

Step 1 Choose Start > Settings > Control Panel > Administrative Tools > Services.Step 2 Select IIS Admin Service and check the status.

The status should not be "Started." If it does read "Started," stop the service by completing the following step.

Step 3 Select Stop from the Action menu.

Install the Cisco Media Blender SoftwareComplete the following steps to install the Cisco Media Blender software.

Procedure

Step 1 Double-click \Media Blender\Setup.exe. from the Cisco Media Blender CD.Before you perform this step, make sure that you close all application windows except WindowsExplorer.

The welcome screen appears.

Note

Step 2 Enter the details in the user information page and click Next.Step 3 Browse to a folder to install the Cisco Media Blender and click Next.Step 4 On the ServletExec ISAPI Setup page, click Next.Step 5 On the License Agreement page, click Yes.Step 6 Select the destination folder for ServletExec and click Next.Step 7 Enter the admin credentials and click Next.Step 8 Retain the default value for Anonymous User Account and click Next.Step 9 Retain the default value for Application Pool Identity and click Next.Step 10 Click Finish.

Apply All Available Patches



Perform the following steps to apply the available patches.

Procedure

Step 1 Copy the required Cisco CMB patch files to the desktopStep 2 Run the patch file.Step 3 On the Installation wizard page, click Next.Step 4 Accept the Software License Agreement and click Next.Step 5 Click Install.Step 6 Select the destination location to install Java JDK.Step 7 On the Apache Tomcat Setup wizard page, click Next.Step 8 Accept the Software License Agreement.Step 9 Retain the default values for the Choose Component page and click Next.Step 10 Select the destination location to install the Apache Tomcat application.Step 11 In the Tomcat configuration page, fill in the required details and click Next.Step 12 Retain the default values for the JVM path location and click Install.Step 13 Click Finish.Step 14 On the Install Shield Wizard completion page, select Restart and click Finish.

Start Tomcat ServicePerform the following steps to start the Tomcat service.

Procedure

Step 1 Navigate toWindows Services.Step 2 Start the Apache Tomcat Service and set the Startup Type to Automatic.

To configure Cisco Media Blender, see Configure Cisco Media Blender Components , on page 46.

Configure Unified WIM and EIM for 120 Multimedia Agent DeploymentConfigure the Unified WIM and EIM in the distributed mode in the following order:

1 Unified WIM and EIM Pre-requisites, on page 34

2 Configure and Integrate Unified CCE with Unified WIM and EIM, on page 39

3 Configure Cisco Media Blender Components , on page 46

4 Configure Unified WIM and EIM Features, on page 51



Install and Configure Unified WIM and EIM for 240 Multimedia AgentDeployment


• Configure Unified WIM and EIM for 240 Multimedia Agent Deployment, on page 26

Install Unified WIM and EIM Components for 240 Multimedia Agent Deployment

Install 2 Application Server, 2 Webserver for 240 Multimedia Agent Deployment.Note

• Install Unified WIM and EIM File Server for 240 Multimedia Agent Deployment, on page 21

• Install Unified WIM and EIM Database Server for 240 Multimedia Agent Deployment, on page 22

• Install Unified WIM and EIM Application Server for 240 Multimedia Agent Deployment, on page 23

• Install Unified WIM and EIM Messaging Server for 240 Multimedia Agent Deployment, on page 23

• Install Unified WIM and EIM Web Server for 240 Multimedia Agent Deployment, on page 24

• Install Unified WIM and EIM Services Server for 240 Multimedia Agent Deployment, on page 25

• Install Cisco Media Blender for 240 Multimedia Agent Deployment, on page 25

Install Unified WIM and EIM File Server for 240 Multimedia Agent Deployment


After each task, return to this page to mark the task “done” and continue the sequence.



Download the EIMWIM_Template_5_v9.0.ova.1



2



3























Install Unified WIM and EIM Database Server for 240 Multimedia Agent Deployment

Follow this sequence of tasks to install Unified WIM and EIM Database Server.After each task, return to this page to mark the task “done” and continue the sequence.





For DB Server inthe 240 agentdeployment model,you have tomanually modifyvCPU from 2 to 4and CPUreservation from4400 MHz to 8800MHz.

Note


2



3


Install VMware Tools4



Follow the procedure InstallMicrosoft SQL Server 2008SP1 Standard Edition x64.

Install the Microsoft SQL Server 2008 SP1Standard Edition x64.

6



7



















Install Unified WIM and EIM Application Server for 240 Multimedia Agent Deployment

Follow this sequence of tasks to install the Unified WIM and EIM Application Server.







2



3







6


Install Unified WIM and EIM Messaging Server for 240 Multimedia Agent Deployment








2
























3







6


Install Unified WIM and EIM Web Server for 240 Multimedia Agent Deployment

Follow this sequence of tasks to install the Unified WIM and EIM Web Server.







2



3


Install VMware Tool.4


























Install Unified WIM and EIM Services Server for 240 Multimedia Agent Deployment

Follow this sequence of tasks to install the Unified WIM and EIM Services Server.







2



3








Install Cisco Media Blender for 240 Multimedia Agent Deployment

Follow this sequence of tasks to install Cisco Media Blender. After each task, return to this page to mark thetask "done" and continue the sequence.



Download the CiscoMediaBlender901.ova..1



2



3



























Install Cisco Media Blender.6

After you install, configure the Cisco Media Blender on the destination system.

Configure Unified WIM and EIM for 240 Multimedia Agent DeploymentConfigure the Unified WIM and EIM in the distributed mode in the following order:




4 Configure Unified WIM and EIM Features, on page 51

Unified WIM and EIM Distributed-server Deployment• Install Unified WIM and EIM Components for Unified WIM and EIM Distributed server Deployment,on page 26

• Configure Unified WIM and EIM for Unified WIM and EIM Distributed server Deployment, on page34

Install Unified WIM and EIM Components for Unified WIM and EIM Distributed serverDeployment

Install 5 Application Servers, 5 Web Servers, and 2 Cisco Media Blenders for Unified WIM and EIMDistributed server Deployment.

Note

• Install Unified WIM and EIM File Server for Unified WIM and EIM Distributed server Deployment,on page 27

• Install UnifiedWIM and EIMDatabase Server for UnifiedWIM and EIMDistributed server Deployment,on page 27


Install and Configure Optional Cisco ComponentsUnified WIM and EIM Distributed-server Deployment





• Install Unified WIM and EIM Reporting Server for Unified WIM and EIM Distributed serverDeployment, on page 30

• Install Unified WIM and EIM Application Server for Unified WIM and EIM Distributed serverDeployment, on page 30

• Install Unified WIM and EIM Messaging Server for Unified WIM and EIM Distributed serverDeployment, on page 31

• Install Unified WIM and EIM Web Server for Unified WIM and EIM Distributed server Deployment,on page 32

• Install UnifiedWIM and EIMServices Server for UnifiedWIM and EIMDistributed server Deployment,on page 32

• Install Cisco Media Blender for Unified WIM and EIM Distributed server Deployment, on page 33

Install Unified WIM and EIM File Server for Unified WIM and EIM Distributed server Deployment








2



3








Install Unified WIM and EIM Database Server for Unified WIM and EIM Distributed server Deployment

Follow this sequence of tasks to install Unified WIM and EIM Database Server.After each task, return to this page to mark the task “done” and continue the sequence.




















2



3





Follow the procedure .Install the Microsoft SQL Server 2008 SP1Enterprise Edition x64.

6



7


Install Microsoft SQL Server 2008 SP1 Enterprise Edition x64This task is required for golden templates for the Unified WIM and EIM Database and Reporting Server.

Install Microsoft SQL Server 2008 R2 x64 and store the SQL Server log and temporary files on the samephysical disk as the operating system (typically the C drive). Use the secondary drive to store the Loggerdatabase (typically the D drive).

Before You Begin

The machine should be in domain before you install SQL.

Procedure

Step 1 Mount the Microsoft SQL Server 2008 ISO image to the virtual machine.Step 2 Run setup.exe.Step 3 Click Installation on the left pane and then clickNew installation or add features to an existing installation

and then click Run.















The SQL Server 2008 R2 Setup wizard opens.

Step 4 On the Setup Support Rules page, click OK.Step 5 On the Setup Support Files page, click Install.Step 6 On the Setup Support Rules page, click Next.Step 7 On the Installation Type page, select New installation or add shared features, and click Next.Step 8 On the Product Key page, enter the product key and click Next.Step 9 Accept the Licence Terms and click Next.Step 10 On the Setup Role page, select SQL Server Feature Installation, and click Next.Step 11 On the Feature Selection page, click Select All, and click Next.Step 12 On the Installation Rules page, click Next.Step 13 On the Instance Configuration page, select Default Instance. Click Next.Step 14 On the Disk Space Requirements page, click Next.Step 15 On the Server Configuration page, under Service Accounts tab, perform the following:

a) For Service SQL Server Agent, select Account Name as NT AUTHORITY\SYSTEM and Startup Typeas Automatic.

b) For Service SQL Server Database Engine, select Account Name as NT AUTHORITY\SYSTEM.c) For Service SQL Server Analysis Services, select Account Name as NT AUTHORITY\SYSTEM.d) For Service SQL Server Reporting Services, select Account Name as NT AUTHORITY\SYSTEM.

Step 16 On the Database Engine Configuration page, under Account Provisioning tab, perform the following:a) For Authentication Mode, selectMixed Mode.b) Enter your password and confirm by reentering it.c) Click Add Current User.d) Click Next.

Step 17 On the Analysis Services Configuration page, click Add current user, and click Next.Step 18 On the Reporting Services Configuration page, select the Install, but do not configure the report server

radio button, and click Next .Step 19 Click Next on the Error Reporting page.Step 20 Click Next on the Installation Configuration Rules page.Step 21 Click Install on the Ready to Install page.Step 22 Click Close at the Complete page.Step 23 Install SQL Server 2008 R2 Service Pack 1 x64. Follow the Wizard and accept all defaults.Step 24 To enable Named Pipes and set the sort order, perform the following:

a) Navigate toMicrosoft SQL Server 2008 R2 > Configuration Tools > SQL Server ConfigurationManager.

b) In the left pane, expand SQL Native Client 10.0 Configuration (32bit), and select Client Protocols.c) In the right pane, right-click Named Pipes, and select Order.d) In the Client Protocols Properties window, select Named Pipes, and clickMove Up orMove Down to

change the order of the protocols as follows: Shared Memory, Named Pipes, TCP/IP, then click OK.e) In the left pane, expand SQL Server Network Configuration, and select Protocols for MSSQLSERVER.f) In the right pane, right-click Named Pipes, and select Enable, and click OK.g) In the right pane, right-click TCP/IP, and select Enable.

Step 25 To enable autogrow, perform the following:



a) Navigate toMicrosoft SQL Server 2008R2 > SQL Server Management Studio.b) Click Connect. In the left pane, expand Databases > System Databases.c) Right-click tempdb and select Properties.d) In the left pane, select Files. Ensure that AutoGrowth is enabled for tempdev and templog with

Unrestricted File Growth.e) Click OK.

Step 26 Restart the SQL Server service.

Install Unified WIM and EIM Reporting Server for Unified WIM and EIM Distributed server Deployment

Follow this sequence of tasks to install Unified WIM and EIM Reporting Server.






Create the virtual machine for the Unified WIMand EIM Reporting Server.

2



3





Follow the procedure InstallMicrosoft SQL Server 2008SP1 Enterprise Edition x64.

Install the Microsoft SQL Server 2008 SP1Enterprise Edition x64.

6

The reporting server database will be created automatically after you install the Unified WIM and EIMdatabase server.

Note

Install Unified WIM and EIM Application Server for Unified WIM and EIM Distributed server Deployment

Follow this sequence of tasks to install Unified WIM and EIM Application Server.After each task, return to this page to mark the task “done” and continue the sequence.




















2



3







6


Install Unified WIM and EIM Messaging Server for Unified WIM and EIM Distributed server Deployment


After each task, return to this page to mark the task "done" and continue the sequence.NotesTaskDone?Sequence





2



3


































6


Install Unified WIM and EIM Web Server for Unified WIM and EIM Distributed server Deployment

Follow this sequence of tasks to install Unified WIM and EIM Web Server.After each task, return to this page to mark the task “done” and continue the sequence.






2



3








Install Unified WIM and EIM Services Server for Unified WIM and EIM Distributed server Deployment

Follow this sequence of tasks to install Unified WIM and EIM Services Server.After each task, return to this page to mark the task “done” and continue the sequence.























2



3








Install Cisco Media Blender for Unified WIM and EIM Distributed server Deployment

Follow this sequence of tasks to install Cisco Media Blender.After each task, return to this page to mark the task “done” and continue the sequence.



Download the CiscoMediaBlender901.ova.1



2



3





























Install the Cisco Media Blender.6

After you install, you can configure the Cisco Media Blender on the destination system.

Configure Unified WIM and EIM for Unified WIM and EIM Distributed server DeploymentConfigure the Unified WIM and EIM in the distributed mode in the following order:




4 Configure Second Cisco Media Blender Component, on page 49

5 Configure Unified WIM and EIM Features for Unified WIM and EIM Distributed server Deployment,on page 59

Unified WIM and EIM Pre-requisites

Complete the following pre-requisites before configuring Unified WIM and EIM :

• Setting Cisco Service Manual, on page 34

• Licensing, on page 35

• Starting Unified WIM and EIM, on page 36

• Cisco Unified WIM and EIM Browser Settings , on page 36

• Verify Java on the User Desktop , on page 37

• Logging in to the Business Partition, on page 38

• Logging in to the System Partition, on page 38

Setting Cisco Service ManualPerform the following to ensure that all the machines in the configuration are available and connected to thenetwork.

Setting up Cisco Service for 1250 Multimedia Agent Deployment

Procedure

Step 1 Setting up the Cisco Service in Messaging Server.a) Log on to the Messaging Server VM.b) In the command prompt, enter the services.msc and set the Cisco Service to Manual State.



c) Re-enter the domain password.

Step 2 Setting up the Cisco Service in Services Server.a) Logon to Services server VM.b) In the command prompt enter the services.msc and set the Cisco Service to Manual State.c) Re-enter the domain password.

Step 3 Setting up the Cisco Service in the Application Server.a) Log on to the Application Server VM.b) In the command prompt enter the services.msc and set the Cisco Service to Manual State.c) Re-enter the domain password.Setting up Cisco Service for 200 Multimedia Agent Deployment

There is an open caveat that the Cisco service starts only if you re-enter the domain user password.Note

LicensingThe following sections describe how to prepare and install the Unified WIM and EIM license:

• Generation of License File for Cisco Unified WIM and EIM, on page 35

• Install License, on page 35

Generation of License File for Cisco Unified WIM and EIMTo review the terms of the Software License before accessing or using the products, you can find a copy ofthe Cisco Software License in the Cisco Information Packet that accompanies the products below or onlineat: http://www.cisco.com/en/US/docs/general/warranty/English/EU1KEN_.html which is an EndUser LicenseAgreement.

Ensure that you have the Product Authorization Key (PAK) number that you received along with the Productbefore you perform this procedure.

Procedure

Step 1 Log in to http://www.cisco.com/go/license .Step 2 Click Continue to Product License Registration.Step 3 Enter the Product Authorization Key (PAK) number in the Enter a Single PAK or Token field.Step 4 Click Fulfill Single to obtain the license authorization file, and click Next.Step 5 Enter the email address of the recipient.Step 6 Accept the Licence Terms.Step 7 Click Get License.

You will receive the license authorization file and installation instructions through e-mail within one hour ofregistration.

Install LicensePerform the following to install a license.



http://www.cisco.com/en/US/docs/general/warranty/English/EU1KEN_.html

http://www.cisco.com/go/license

Procedure

Step 1 Login to WIM and EIM File Server machine.Step 2 Browse to the following location on the file server: cisco_home\eservice\config\license.Step 3 Copy the license files provided by Cisco.Step 4 Start the services in the order as specified in Starting Cisco Interaction Manager section.

Starting Unified WIM and EIMTo start Unified WIM and EIM, ensure that all the machines in the configuration are available and connectedto the network and perform the following instructions:

Procedure

Step 1 In the Messaging server, enter services.msc in the command prompt and start the Cisco Services.Step 2 In the Services server, enter services.msc in the command prompt and start the Cisco Services.

a) Ensure that javaw and java processes are running in the Services server.It may take couple of minutes for the javaw processes tostart.

Note

Step 3 In the Application sever, enter services.msc in the command prompt and start the Cisco Services.

Cisco Unified WIM and EIM Browser SettingsPerform the following settings in the Internet Options of the Internet Explorer browser:

Procedure

Step 1 On the General tab, configure the following settings:a) In the Browsing history section, click Delete.b) In the Delete Browsing History window, select Temporary Internet Files option and click Delete.c) In the Browsing history section, click Settings and configure the following settings:

• Select Every time I start Internet Explorer as the option for checking newer versions of storedpages.

• Specify at least 512 MB as the disk space to use for temporary internet files.

Step 2 On the Security tab, configure the following settings:a) Select the Trusted sites zone, and restore default settings by clicking Default level. If Default level is

disabled, then default settings are already in use.b) Next, select the Trusted sites zone, and click Custom level.c) In the Security Settings window, configure the following:



• In the ActiveX controls and plug-ins section, enable the Initialize and Script ActiveX controls notmarked as safe for scripting setting.

• In the Downloads section, enable the Automatic prompting for file downloads setting.This setting is not applicable for Internet Explorer9.

Note

• In the Miscellaneous section, enable the Allow script-initiated windows without size or positionconstraints setting

d) Select the Trusted sites zone and Sites.e) In the Trusted sites window, perform the following tasks:

• Clear the Require server verification (https:) for all sites in this zone option.

• In the Add this website to the zone text box, type the Internet address of the web server and clickAdd and click Close.

Step 3 On the Privacy tab, in the Pop-up Blocker section, clear the Turn on Pop-up Blocker option.If you use external pop-up blockers such as those available in the Google and Yahoo toolbars,configure them to allow pop-up windows for your Unified WIM and Unified EIM installation URL.

Note

Step 4 On the Advanced tab in the HTTP 1.1. Settings section, ensure that the Use HTTP 1.1 option is selected.Step 5 Click OK.

Verify Java on the User Desktop

1 Ensure that Oracle JRE 1.6 (Update 30 or higher) is installed on the user desktop if it is not installed;install it with the default options.

2 If Java 1.7 is also installed on your machine, in the Java Control Panel window go to the advanced taband in the Insecure JRE version section, select the Allow using insecure JRE versions option and clickApply.

JRE 1.6 update 35 is included on the product CD.Note

Procedure

Step 1 Close Internet Explorer.Step 2 Choose Start > Control Panel.Step 3 Double-click Java.Step 4 In the Java Control Panel window, click the Java tab.Step 5 In the Java Applet Runtime Settings section, click View.Step 6 In the Java Runtime Settings window, verify that the latest version of Java is enabled and click OK.



Logging in to the Business PartitionA system partition and a business partition are created during the installation. To begin using the application,follow the steps below to log in to the business partition.

Note • If you have installed 32 bit Java use 32 bit Internet Explorer and if you have installed 64 bit Javause 64 bit Internet Explorer.

• Ensure that the time zone of all Unified WIM and EIM servers are same as the time zone of theDomain Controllers.

Procedure

Step 1 Ensure that you have followed the instructions for installation, starting the Cisco services, browser settingand for Java installation.

Step 2 Enter the URL http:// Web_server.company.com / Default in the browser.Web_server.company.com is the fully qualified domain name of your web server and Default is the virtualdirectory created for this partition.

Step 3 Enter the partition name in the Partition Administrator Account and Partition window.This creates the virtual directory.

Step 4 Enter the user name and password of partition administrator in thePartitionAdministrator Login Parameterswindow.

Step 5 Click Login.

To Create DepartmentsPerform the following instructions to create department.

Procedure

Step 1 Login to Business PartitionStep 2 Choose Administration > Department.Step 3 Click New and enter a department name.Step 4 Click Save.

For HCS 4000 agent deployment, create two departments if the Unified WIM and EIM agents areacross 2 agent PGs.

Note

Logging in to the System PartitionA system partition and a business partition are created during the installation. To begin using the application,you log in to the business partition. Perform the following instructions to login to system partition.



Procedure

Step 1 Ensure that you have followed the instructions for installation, starting the cisco services, browser setting andfor Java installation.

Step 2 Enter the URL http:// Web_server.company.com / context root in the browser.Web_server.company.com is the fully qualified domain name of your web server and context root is givenduring Data base server installation. Default value is system.

Step 3 Enter the user name and password of the system administrator in the SystemAdministrator Login Parameterswindow.

Step 4 Click Login.

Setting up a Second ListenerPerform the following instructions to create a second listener.

This step is applicable only for HCS 4000 agent deployment model since 2 agent PGs are used.Note

Procedure

Step 1 Login to the Unified WIM and EIM System Console.Step 2 Browse to Shared Resource > Services > Listener > Listener.

a) In the List pane, select the Listener process.b) In the Properties pane, set the value of theMaximum number of instances to 2.

Step 3 Browse to Partitions > Default.a) In the Properties pane, under services tab set the value of the Number of instances for the Listener

Service to 2.

Configure and Integrate Unified CCE with Unified WIM and EIM

• Configure Unified CCE for Unified WIM and EIM , on page 40

• Integrate Unified WIM and EIM with Unified CCE , on page 44

• Add Licenses to the Agents, on page 44

• Add Roles to the Agents, on page 45

• Start EAAS and Listener Process, on page 45

• Configure EAAS Instance, on page 45

• Start EAAS and Listener Instance, on page 46

• Logging in to the User Desktop, on page 46



Configure Unified CCE for Unified WIM and EIMConfigure the Unified CCE for Unified WIM and EIM in the distributed mode in the following order:

The following are pre configured as part of base configuration:Note

1 Configure Media Classes

2 Configure Network VRU

3 Configure Media Routing Domain

4 Configure Application Instance

5 Configure Expanded Call Context Variables

For more information about these configurations, see Load Base Configuration.

• Configure Application Path, on page 40

• Configure Skill Group, on page 41

• Create Agent Desktop Settings Using Unified CCDM , on page 41

• Create Agent Using Unified CCDM , on page 42

• Configure Call Types using Unified CCDM, on page 42

• Enable Expanded Call Context Variables Using Unified CCDM , on page 42

• Configure Script Selectors, on page 42

• Create Scripts, on page 43

• Configure Unified CCE for Web Callback and Delayed Callback , on page 43

Configure Application PathComplete the following procedure to configure the Application Path.

Procedure

Step 1 Choose Start > All Programs > Cisco Unified UCCE Tools > Administrator Tools > ConfigurationManager.

Step 2 In the Configuration Manager window, choose Tools > List Tools > Application Path List.Step 3 Double-click Application Path List.Step 4 In the Application Path section, click Add.

A new entry is created and the Attributes tab becomes available.

Step 5 On the Attributes tab, provide the following details:

• Select the application instance configured for Unified WIM and EIM from the Application Instancedrop-down list .

• Select an agent peripheral gateway configured for UnifiedWIM and EIM from the Peripheral Gatewaydrop-down list.




• The Name field is auto-populated.

Step 6 In the Application Path Members section, click Add and set the following:

• Select the agent peripheral that you configured for UnifiedWIM and EIM from thePeripheral drop-downlist.

• Select the MRD that you configured for Unified WIM and EIM from theMedia routing domaindrop-down list.

Add all the MRD-peripheral combinations for the Agent Peripheral Gateway to the Application PathMember list. You do not need to add the voice MRD (Cisco_Voice) to this list.

Note

Step 7 Click Save.

Configure Skill GroupComplete the following procedure to configure the Skill Group.

Procedure

Step 1 Go to Start > All Programs > ICM Admin Workstation > Configuration Manager.Step 2 In the Configuration Manager window, browse to Tools > Explorer Tools > Skill Group Explorer.Step 3 Double-click Skill Group Explorer.Step 4 In the Skill Group Explorer window, in the Select Filter Data section, select an agent peripheral. ClickRetrieve.Step 5 Click the [1]Add Skill Group button.

A new entry is created and a new set of tabs appear.

Step 6 On the Skill Group tab, provide the following details:


• Enter a unique peripheral number in the Peripheral number text box.

• Enter a name for the skill group in the Peripheral name text box.

• The Name field is auto-populated.

• Select the ICM picks the agent option.

Step 7 On the Skill Group Members tab, do the following:

• Click Add.

• Select the agents to add in the skill group from the Add Skill Group Member window and click OK.

Step 8 Click Add Route.Step 9 On the Route tab, enter the name for the route in the Name field and click Save.

Create Agent Desktop Settings Using Unified CCDM



To create the agent desktop settings using Unified CCDM, see Configure Agent Desktop.

Create Agent Using Unified CCDMTo create agent using Unified CCDM, see Configure Agents.

Configure Call Types using Unified CCDMTo Configure Call Types using Unified CCDM. See Configure Bucket Interval

Enable Expanded Call Context Variables Using Unified CCDM

Ensure that you do not modify the names that are provided here: user.cim.activity.id (needed for all typesof activities), user.wim.customer.name (needed for chat, callback, and delayed callback activities),user.cisco.cmb (needed for callback and delayed callback activities), user.cisco.cmb.callclass (needed forcallback activities).

Note

Procedure

Step 1 In SystemManager, navigate to the folder containing the Expanded Call Variable that you want to enable andview the expanded call variable in that folder using the Items panel list view.

Step 2 In the Items panel, select the expanded call variable that you want to enable.The details of this expanded call variable appear in the Details panel.

Step 3 In the Details tab, check the check box against the Enabled field.Step 4 Click Save.

Configure Script SelectorsComplete the following procedure to configure the Script Selectors

Procedure

Step 1 Choose Start > All Programs > ICM Admin Workstation > Configuration Manager.Step 2 Choose Tools > List Tools > Dialed Number/Script Selector List in the Configuration Manager window.Step 3 Double-click Dialed Number/Script Selector List.Step 4 Select Filter Data and select the Routing Client Configured for MR PG from the Routing Client field in

the Dialed Number/ Script Selector List window and click Retrieve.Step 5 In the Dialed Number/Script Selector List section and click Add.

A new entry is created and the Attributes tab becomes available.

Step 6 On the Attributes tab, provide the following details:

• Select the routing client that you configured for the MR PG from the Routing Client drop-down list.


• Enter a name for the script selector in the Name field.






Step 7 Click the Dialed Number Mapping tab and click Add.Step 8 Associate the Script Selector with a Call Type in the Dialed Number Map Entry window.Step 9 Click Save to save the script selector configuration.

Create ScriptsThe following Routing Scripts are used for Unified WIM and EIM.

This is a basic routing script for Unified WIM and EIM. We can create similar routing scripts for otherfeatures.

Note

Figure 1: Routing Scripts that are used for Unified WIM and EIM

Configure Unified CCE for Web Callback and Delayed Callback

Before You Begin

• Dialed number should be configured in Unified CCE for Cisco_voice MRD.

• Configured dialed number should be mapped in ‘Script selector’ under Service > Departments >Administration and Queues.

• Agent targeting rule (ATR) should be configured for Agent extensions for MR PG routing clients.



Procedure

Step 1 Configure a call type for web callback.Step 2 Map the call type to the dialed number that is configured.Step 3 Configure a skill group for Cisco_voice MRD and assign web callback agents that is configured using Agent

explorer.Step 4 Create a routing script using Script Editor, for example, Start > Select LAA > Skill Group > End .Step 5 Map the call type to this routing script using Script > Calltype Manager > Schedules.Step 6 Sign in to the agents to receive web callback and delayed callback calls.

Follow the same procedure in Unified CCE for configuring the delayed callback feature.Note

Integrate Unified WIM and EIM with Unified CCEIntegrate Unified WIM and EIM with Unified Contact Center Enterprise by running the Unified WIM andEIM IntegrationWizard on the Services Server for UnifiedWIM and EIMDistributed server deployment andin All in on server for Unified WIM and EIM Collocated Deployment. The wizard imports the media routingdomains, agents, and skill group information from the Unified Contact Center Enterprise database to theUnified WIM and EIM database.

Before running the UnifiedWIM and EIM IntegrationWizard, ensure that the License files provided by Ciscoare copied to Cisco_Home\eService\config\license in the File Server

Note • For HCS 4000 agent deployment, before running the Unified WIM and EIM Integration Wizard,ensure that you have created two departments. For Information, See To Create Departments, onpage 38 . Repeat the following steps on each department that you have created and integrate theAgent PGs.

Before You Begin

Ensure that the Multichannel PIM is configured.

For Unified WIM and EIM Collocated Deployment Model, see Add Media Routing PG.

For UnifiedWIM and EIMDistributed server DeploymentModel, see ConfigureMultichannel and OutboundPIM's 4000 Agent Deployment.

Add Licenses to the AgentsThis procedure is mandatory if the agents are added manually after running the integration wizard.






Procedure

Step 1 Login to Business Partition from http://Web_server.company.com/default.Step 2 Choose Administration Console > Departments > Department_Name> User > Users.Step 3 Select the required agent from the List: users.Step 4 Choose Properties > Relationships > Licenses add the required feature license and click Save.

Add Roles to the Agents

Procedure

Step 1 Login to Business Partition from http://Web_server.company.com/defaultStep 2 Choose Administration Console > Departments > Department_Name> User > Users.Step 3 Select the required agent from the List: usersStep 4 Choose Properties > Relationships > User Role and add the required roles and click Save.

Start EAAS and Listener Process

Procedure

Step 1 Login to System Partition from http://Web_server.company.com/systemStep 2 Go to System Console.Step 3 Start the EAAS and Listener processor under Shared Resources

a) In system console, Choose System > Shared Resources > Services > EAAS > EAAS.b) Select the EAAS Instance and click Start.c) In system console, Choose > Shared Resources> Services >Listener > Listener.d) Select the Listener Instance and click Start.

First Start the Process and then Start theInstance.

Note

Configure EAAS InstanceConfigure the EAAS instance by providing the MR Connection port number that you have provided whilecreating the MR PIM.

For UnifiedWIM and EIMDistributed server DeploymentModel, see ConfigureMultichannel and OutboundPIM's 4000 Agent Deployment.





Procedure

Step 1 Login to System Partition from http://Web_server.company.com/system.Step 2 Navigate to System Console.Step 3 Configure the EAAS Instance under Shared Resources.

a) Expand System > Partitions > Services > Partition Name > EAAS > EAAS.b) Select the EAAS instance and provide theMR Connection Port in the Properties pane and save the

configuration.The default MR Connection Port is38001.

Note

Start EAAS and Listener Instance

Procedure

Step 1 Login to System Partition from http://Web_server.company.com/system.Step 2 Go to System Console.Step 3 Start the EAAS and Listener processor under Shared Resources.

a) Choose System > Partitions > Services > Partition Name>EAAS > EAAS.b) Select the EAAS Instance and click Start.c) Choose Partitions > Services > Partition Name> Services > Listener > Listener.d) Select the Listener Instance and click Start.

First Start the Process and then Start theInstance.

Note

Logging in to the User Desktop

Procedure

Step 1 Enter the URL http:// Web_server.company.com / Default in the browser.Web_server.company.com is the fully qualified domain name of your web server and Default is the virtualdirectory created for this partition

Step 2 Enter the agent username and password and click Login.If prompted for Terminal ID, enter the Terminal ID of the agent.

Configure Cisco Media Blender Components

Complete the following procedure to configure the Cisco Media Blender components.



Procedure

Step 1 Open your web browser and launch the Cisco Media Blender from this URL: http://<Cisco Media Blenderserver ip>:8080/cmb.The Cisco Media Blender Administration page appears.

Step 2 Enter username and passwordStep 3 On the Cisco Media Blender Administration page click on the Server Administration and browseMedia

Blender > Server > Properties.Step 4 Navigate to CTI and set the following properties and click Save.

• Peripheral type: Set the value as IPCC

• CTI Strategy: Set the value as AgentReserved

• Peripheral ID: Provide the peripheral ID of the Agent PG

• Peripheral Host Name: Provide the CTI server hostname

• Peripheral Host Port: Provide the port of the CTI server

• Peripheral Host Name2: Provide the CTI server hostname

• Peripheral Host Port2: Provide the port of the CTI server

• Peripheral UserName: Provide the CMB server hostname

• Peripheral Password: Enter a password

• Peripheral Comment: Leave it Blank

• Peripheral NamedVars: Retain the default value

• Peripheral Alert on Named VarError: Set it to FALSE

• Ready After Signon: Set to FALSE

• Signoff Release Ready: Set to TRUE

• Accept Drop: Set to TRUE

• Share Queue: Set to TRUE

• AppPath ID: Disable this property by checking the Disable check box

• Permitted Phonenum Length: Disable this property by checking the Disable check box

• Ignore AreaCode: Disable this property by checking the Disable check box

• Dial Long Distance Prefix: Disable this property by checking the Disable check box

• Dial Local Prefix: Disable this property by checking the Disable check box

Make sure that you retain the default value for otherparameters.

Note

Step 5 Click Save.Step 6 Navigate to Collaboration and set the following properties and click Save.

• Remote Host: Provide IP address of the Services Server



• Remote Service: The default parameter is Connection_CCS_BAPI

• Remote Registry Port: Provide the Local RMI port of services server

• Remote Password: Enter a password

• Local Service: The default parameter is Connection_CMB_BAPI

• Local Registry Port: Provide the Local Registry port for CMB server

• Local Password:Enter a password

• Accept Queue: Default value is FALSE

• Accept Start: Default value is FALSE

• Accept Drop: Default value is TRUE

• Disable Keystore: Default value is TRUE

Step 7 Click Save.Step 8 Navigate to Administration > MEDIA BLENDER > SERVER > Start/Shutdown.Step 9 To apply the changes, click Restart.Step 10 Copy contents from the C:\CiscoMB folder of the CMB server to the C:\ folder on the Services server.Step 11 Navigate to Database Server> eGActive DB,click New Query and run the following queries.

a) select DOMAIN from egpl_config_property where DOMAIN like '%cmb.%'.

b) Run the following query to change the value of the domain column:update EGPL_CONFIG_PROPERTY set DOMAIN = 'NEW_DOMAIN_NAME' where DOMAIN = 'OLD_DOMAIN_NAME'

where:

NEW_DOMAIN_NAME is in the format CMB_IP_address_Remote_Registry_Port.properties. ReplaceCMB_IP_address with the IP address of the Cisco Media Blender server; replace Remote_Registry_Portwith the port number that is specified for the property Local Registry Port in the Collaboration tab on theCiscoMedia Blender server. OLD_DOMAIN_NAME is the name you found by running the query in Stepa.

c) Run the following query to change the value of the property WLRoot. For example, if the Cisco MediaBlender folder has been copied to C:\, in step 7 thenWLRoot should be updated to C:\\CiscoMB by runningthe following query:update egpl_config_property set Value='C:\\CiscoMB' where

DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME = 'WLROOT'

where: cmb.CMB_Ip_Address_Remote_Registry_Port.properties is the domain name configured in Stepb.

d) Run the following query to change the value of the property RemoteHost:update EGPL_CONFIG_PROPERTY set VALUE = 'Remote_Host' where

DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME='RemoteHost'

where: Remote_Host is the IP address of the Cisco Media Blender server.cmb.CMB_Ip_Address_Remote_Registry_Port.properties is the domain name configured in Step b.

e) Run the following query to change the value of the property RemoteRegistryPort:update EGPL_CONFIG_PROPERTY set VALUE = 'Remote_Registry_Port' where

DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME='RemoteRegistryPort'



where: Remote_Registry_Port should be the same as the port specified for the property Local RegistryPort in the Collaboration tab.

cmb.CMB_Ip_Address_Remote_Registry_Port.properties is the domain name configured in Step b.

f) Run the following query to change the value of the property LocalRegistryPort:update EGPL_CONFIG_PROPERTY set VALUE = 'Local_Registry_Port' where

DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME='LocalRegistryPort'

Where: Local_Registry_Port should be the same as the port specified for the property Remote RegistryPort in the Collaboration tab.


g) On Services server machine, navigateCiscoMB folder > Servlet > Properties > Blender > Collaboration(XML file). Copy the remote password and local password and paste them in the following queries:

h) Run the following query to change the value of the property Local Password:update EGPL_CONFIG_PROPERTY set VALUE ='<local password>' where

DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME='LocalPassword'

where: Local_Password should be the same as the port specified for the property Remote password obtainedin Step g.


i) Run the following query to change the value of the property Remote Password:update EGPL_CONFIG_PROPERTY set VALUE ='<remote password>' where

DOMAIN='cmb.CMB_Ip_Address_Remote_Registry_Port.properties' and NAME='RemotePassword'

Remote_Password should be the same as the port specified for the property Local password obtained inStep g.


Configure Second Cisco Media Blender Component

This Procedure is applicable only for Unified WIM and EIM Distributed server deployment model.Note

Complete the following procedure to configure the Cisco Media Blender components.

Procedure

Step 1 Launch Cisco Media Blender, by browsing http://<2nd Cisco Media Blender server ip>:8080/cmb.Step 2 On the Cisco Media Blender Administration page, chooseMedia Blender > Server > Properties.Step 3 Navigate to CTI and set the following properties:

• Peripheral type: Set the value as IPCC.

• CTI Strategy: Set the value as AgentReserved.

• Peripheral ID: Provide the peripheral ID of the second Agent PG.



• Peripheral Host Name: Provide the second CTI server hostname

• Peripheral Host Port: Provide the port of the second CTI server.

• Peripheral Host Name2: Provide the second CTI server hostname.

• Peripheral Host Port2: Provide the port of the second CTI server.

• Peripheral UserName: Provide the second CMB server hostname.

• Peripheral Password: Enter a password.

• Peripheral Comment: Retain the deafult value (if it is blank value, retain it as blank value).

• Peripheral NamedVars: Retain the deafult value (if it is blank value, retain it as blank value).

• Peripheral Alert on Named VarError: Set it to FALSE.

• Ready After Signon: Set it to FALSE.

• Signoff Release Ready: Set it to TRUE.

• Accept Drop: Set it to TRUE.

• Share Queue: Set it to TRUE.

• AppPath ID: Disable this property by checking the Disable check box.

• Permitted Phonenum Length: Disable this property by checking the Disable check box.

• Ignore AreaCode: Disable this property by checking the Disable checkbox.

• Dial Long Distance Prefix: Disable this property by checking the Disable check box.

• Dial Local Prefix: Disable this property by checking the Disable check box.

Step 4 Navigate to Collaboration and set the following properties:

• Remote Host: Provide IP address of the Services Server.

• Remote Service: The default parameter is Connection_CCS_BAPI.

• Remote Registry Port: Provide the Local RMI port of services server.

• Remote Password: Enter a password.

• Local Service: The default parameter is Connection_CMB_BAPI.

• Local Registry Port: Provide the Local Registry port for CMB server.

• Local Password: Enter a password.

• Accept Queue: Default value is FALSE.

• Accept Start: Default value is FALSE.

• Accept Drop: Default value is TRUE.

• Disable Keystore: Default value is TRUE.

Step 5 Choose Administration >Media Blender > Server > Start/Shutdown .Step 6 To apply the changes, click Restart.Step 7 Navigate to Database Server> eGActive DB,click New Query and run the following queries.



Run the following query to insert the value into the domain column:

insert into EGPL_CONFIG_PROPERTY values('cmb.CMB_<2nd CMB server IP>_<2nd CMB server local

port>.properties','LocalRegistryPort','<2nd CMB server local port>','NULL')

insert into EGPL_CONFIG_PROPERTY values ('cmb.<2nd CMB server IP>_<2nd CMB server local

port>.properties','LocalService','Connection_CCS_BAPI','NULL')

insert into EGPL_CONFIG_PROPERTY values('cmb.<2nd CMB server IP>_<2nd CMB server local

port>.properties','LocalPassword','<local password> ‘,‘NULL')


port>.properties','name','Remote-BAPI','NULL')


port>.properties','package','com.cisco.ics.blender.remote','NULL')


port>.properties','RemoteHost','<2nd CMB server IP >','NULL')


port>.properties','RemotePassword','’<remote password>’,'NULL')


port>.properties','RemoteRegistryPort','<2nd CMB server local port>','NULL')


port>.properties','RemoteService','medium','NULL')


port>.properties','PROVIDER_IN_SERVICE_WAIT_TIME','10','NULL')

insert into EGPL_CONFIG_PROPERTY6 values('cmb.<2nd CMB server IP>_<2nd CMB server local

port>.properties','TransportType','rmi','NULL')


port>.properties','WLROOT','C:\\CiscoMB','NULL')

Configure Unified WIM and EIM Features

Cisco Interaction Manager (Unified WIM and EIM) supports Email, Chat and Web Callback/Delayed WebCallback features. To configure these features perform the following tasks:

For 4000 agent deployment, complete the E-Mail and Chat configurations separately for each department.

Note

1 Configure Email Feature, on page 52

2 Configure Chat Feature, on page 55

3 Configure Web Callback/Delayed Web Callback, on page 57

4 ConfigureWebCallback/DelayedWebCallback for UnifiedWIM and EIMDistributed server Deployment,on page 59



Configure Email FeatureThis section introduces the basics of using the Administration Console to set up email resources. It defineskey terms and concepts and outlines the tasks that have to be completed on the mail server before emailresources can be configured. It also lists the services and settings that are required for processing emailsthrough the system.

Important Tasks on the Mail ServerBefore you start configuring the email feature, you should have an Exchange Server configured. Make surethat the following objects have been configured and are ready to be used from the Mail Server.

• An email address with credentials on the company mail server.

• Along with the email address, make sure you have the following details. You would need this informationto configure the alias from the Administration Console.

• For the incoming email server:

◦The server type, either POP3 (Post Office Protocol 3) or IMAP4 (InternetMessage Access Protocol).

◦The server name or IP (Internet Protocol) address.

◦A user name and password for the server.

• For the outgoing email server:

◦The server type, either SMTP (Simple Mail Transfer Protocol) or ESMTP (Extended Simple MailTransfer Protocol).

◦The outgoing server name or IP address.

◦A user name and password for the outgoing server (only if using ESMTP).

Creating AliasAliases are mapped to email addresses that customers use to contact your company—for example,[email protected] or [email protected]. They function as entry and exit points for emailsprocessed by the system. Administrators configure aliases in the Administration Console. Once an alias isconfigured and made active, the Retriever Service retrieves emails from the mail server on which the emailaddress is configured.

Navigate to the Business Partition; for example., http://Web_server.company.com /Default, and follow theprocedure below:

Procedure

Step 1 In the Tree pane, choose Administration > Departments > Department_Name > Email > Aliases.Step 2 In the List pane toolbar, click New.Step 3 In the Properties pane, go to the General tab and provide the following details.

• Name: Type the name of the alias. This is required information .

• Description: Type a brief description of the alias.

• Email address: Type the email address for the alias. This is required information. The email addressyou provide here should be first created on the incoming email server.



• Status: Select the status of the alias. By default, the status of an alias is set as active.

• Automatic BCC: Type the email address to which you want to send a BCC copy of all emails that goout from this alias. You can provide multiple addresses separated by semicolons. Whenever an email issent out from this alias, a BCC copy of that email is automatically sent to this address.

• Send mail to: If a value is entered in this field, no outgoing email from this alias will reach its originalintended recipient. When an agent replies to a customer email, the reply is sent to the email addressspecified in this field, and not to the customer's email address.

• Default alias: Select Yes to make this alias the default alias for the department. This field can be editedonly after the alias is saved. When an agent composes a new email, the default alias is selected as theFrom address for the email.

The default alias should be an active alias. For each department only one alias can be set as the defaultalias.

Note

Step 4 In the Properties pane, go to the Servers tab and provide the details of the incoming and outgoing servers tobe used for the alias.a) In the Incoming section of the properties pane, provide the following details. All the fields are mandatory.

• Server type: Select the server type you want to use. By default POP3 is selected. The optionsavailable are POP3 and IMAP .

• Server name: Type the name of the Exchange server.

• User name: Type the user name of the email account.

• Password: Type the password of the email account .

• Verify password: Verify the password.

b) In the Outgoing section of the properties pane , provide the following details.

• Server type: Select the server type you want to use. By default SMTP is selected. The optionsavailable are SMTP and ESMTP . The options available are Never and When authorizationfails. This field is enabled only if the server type is set as ESMTP in the Server type field.

• Server name: Type the name of the server.

The following three options are enabled only if the server type is set as ESMTP.

• User name (ESMTP): Type the user name.

• Password: Type the password.

• Verify password: Verify the password.

Step 5 Click Save.

Adding Alias to the RetrieverAfter creating an alias, add the new alias to a retriever service instance in the System Console. Then, restartthe retriever instance and dispatcher instances.

Navigate to System Partition ie., http://Web_server.company.com / in your browser.



Procedure

Step 1 Choose System Console > System > Partitions > Default > Services > Email > Retriever.Step 2 Select the Instance > Properties > Input.Step 3 Add the created Alias from Available Inputs tab to Selected Inputs and click Save.Step 4 Restart the Dispatcher service and Retriever service.

Create Inbound Email WorkflowNavigate to Business Partition by browsing http:// Web_server.company.com / Default and perform thefollowing to update script selector:

Procedure

Step 1 Choose Administration Console > Departments > Department_Name >Workflow > .Step 2 Select the MRD created for Email from List QueuesStep 3 Choose Properties > GeneralStep 4 Update the script selector from the drop-down window.Step 5 Click Save.

Inbound WorkflowNavigate to Business Partition by browsing http:// Web_server.company.com / Default and perform thefollowing to update script selector:

Procedure

Step 1 Choose Administration Console > Departments > Department_Name >Workflow >Workflows >Inbound.

Step 2 In the List:Inbound window, click New.Step 3 Enter the Inbound name and check Active field as Yes.Step 4 Click Add Start Node in the Diagram tab.Step 5 Select and add the created aliases to list and click Ok.Step 6 Click Add Queue Node in the Diagram tab.Step 7 Select the MRD created for Inbound Email in the Select Queue window and click Ok.Step 8 Select the connection nodes in workflow and make a connectivity between Start node and Queue node.Step 9 Click Save.

Create Outbound/Supervisor WorkflowNavigate to Business Partition by browsing http:// Web_server.company.com / Default .



Procedure

Step 1 Choose Administration Console > Departments > Department_Name>Workflow >Workflows >Outbound.

Step 2 In the List:Outbound window, Click New.Step 3 Enter the name to create a new outbound workflow in the Properties window under General tab and select

Yes in the Active field.Step 4 Click Add Start Node in Diagram tab.Step 5 Choose Users or User Groups > Select and add the required users or user groups in the Add Start Node

Window.The users or user groups added will be monitored by the Supervisors, these users are agents.Note

Step 6 Add Queue Node in the Diagram tab.Step 7 Add the Supervisory Queue in the Select Queue window for Inbound MRD and click Ok.

The Supervisory Queue is created by default with theMRDname_ServiceNote

Step 8 Select the connection nodes in workflow and make a connectivity between Start node and Queue nodeStep 9 Click Save.

Add Users to Email FeatureNavigate to Business Partition by browsing http:// Web_server.company.com / Default and perform thefollowing to update script selector:

Procedure

Step 1 Choose Administration Console > Departments > Department_Name> User > Users.Step 2 Select the required agent from the List: usersStep 3 Choose Properties > Relationships > Licenses add the Email License and Click Save.

Services Required for EmailsEnsure the following services in the System Console are configured properly and are running.

• Retriever service

• Dispatcher service

• Listener service

• External Agent Assignment Service (EAAS)

Configure Chat FeatureThis section introduces the basics of using the Administration Console to set up chat resources. It defines keyterms and concepts and lists the services and settings that are required for processing chat activities throughthe system.



Chat FeatureIt is an activity created for a chat session between a customer and an agent. A chat is a real time interactionbetween an agent and a customer during which they exchange text messages. As part of a chat, agents canalso push web pages to customers. Based on how chat activities are routed to agents, they can be categorizedas Standalone chats and Integrated chats. An integrated chat is routed to an integrated queue, and a messageis sent to Unified CCE. Unified CCE processes the activity and assigns the chat to an available IPTA (ICMPicks the Agent) agent.

Creating Entry Points for ChatNavigate to the Business Partition by browsing to http:// Web_server.company.com / default .

Procedure

Step 1 Choose Administration Console > Departments > Department_Name > Chat > Entry Point.Step 2 In the List : Entry points , click New.Step 3 In the General tab of Properties pane, provide the following details:Step 4 Click Save.

Adding Users to Chat FeatureNavigate to Business Partition, by browsing http:// Web_server.company.com / Default.

Procedure

Step 1 Choose Administration Console > Departments > Department > User > Users .Step 2 Select the required agent from the List: usersStep 3 In Properties tab choose Relationships > Licenses > Add the Chat License and Click Save.

Chat Entry Point URLChat Entry point is the URL used for chat initiation.

Navigate to Business Partition by browsing http:// Web_server.company.com / Default.

Procedure

Step 1 In Administration Console, Choose Administration >Departments > Department_Name >Chat > Entrypoints >

Step 2 Select the Entry point from the List: Entry pointsStep 3 Click on Entry point URL in properties pane.Step 4 Select the template from the Template folderStep 5 Select the template language and click on Ok.

The Chat URL is displayed in 'Entry point URL-webpage dialog' page.



Step 6 Copy the URL for further use.

Services Required for ChatEnsure the following services in the System Console are configured properly and are running.

• Listener Service

• External Agent Assignment Service (EAAS)

Configure Web Callback/Delayed Web CallbackComplete the following procedures to configure web callback/delayed web callback.

• Configure Listener Instance, on page 57

• Configure WIM and EIM for Web Callback, on page 57

• Configure WIM and EIM for Delayed Callback, on page 58

Configure Listener InstanceComplete the following procedure to configure Listener Instance.

Procedure

Step 1 Sign in to system partition from http://Web_server.company.com/system in your browser, whereWeb_server.company.com is the fully qualified domain name of your web server.

Step 2 Navigate to System>Partitions > <INSTALLED_PARTITION_NAME>>Services >Listener >Listener.Step 3 Stop the Listener instance that was created for Agent PG.Step 4 Select the Listener instance for Agent PG that you want to configure, from the List pane.Step 5 Double-click the Cisco MB parameters in the General tab of Properties pane. A new window appears.Step 6 Select the Peripheral and update the IP Address (SIDEA) and RMI port (SIDE A) of the CiscoMedia Blender

server.Step 7 Press Enter and click OK.Step 8 Start the Listener instance.

Configure WIM and EIM for Web CallbackComplete the following procedure to configure WIM and EIM for Web Callback.



Procedure

Step 1 Sign on to business partition from http://Web_server.company.com/Default in your browser, whereWeb_server.company.com is the fully qualified domain name of your web server and Default is the virtualdirectory created for this partition.

Step 2 Click on Administration under Management Console.Step 3 Navigate to Administration > Departments > (department created in the Wizard or the default department)

> Workflow and click Queues.Step 4 Click New and add a Queue.Step 5 Complete the following mandatory fields in the properties section of the new queue and click Save.

• Name = New queue name

• Active= Yes

• Type= Unified CCE

• Media Routing Domain= Cisco_Voice

• Script Selector= Select the dialed number configured for web callback in Unified CCE.

Step 6 Navigate to Administration > Departments > Service > Chat and click Entry Points.Step 7 To add a new entry point, click new button under the entry points list.Step 8 Complete the following mandatory fields in the properties section of the new entry point and click Save:Step 9 Click on Entry point URL.Step 10 In the select template folder window, click Cisco Sunburst and then click OK.Step 11 Copy and paste the link in a new browser and provide the required details to configure a web callback.

Configure WIM and EIM for Delayed CallbackComplete the following procedure to configure WIM and EIM for Delayed Callback.

Procedure

Step 1 Sign on to business partition from http://Web_server.company.com/Default in your browser, whereWeb_server.company.com is the fully qualified domain name of your web server and Default is the virtualdirectory created for this partition.

Step 2 Click on Administration under Management Console.Step 3 Navigate to Administration > Service > Departments >Workflows and click Queues.Step 4 Click New to add a new Queue.Step 5 Complete the following mandatory fields in the properties section of the new queue and click Save:

• Name = New queue name

• Active= Yes

• Type= Unified CCE



• Media Routing Domain= Cisco_Voice

• Script Selector= Select the dialed number configured for delayed callback in Unified CCE

Step 6 Expand Chat under Service > Departments > Administration and click Entry Points.Step 7 To add a new entry point, click new button under the entry points list.Step 8 Complete the following mandatory fields in the properties section of the new entry point and click Save:

• Enter New entry point name.

• Select Yes for Active.

• Select Sub Activity as Delayed Callback.

• Select Routing Type as Unified CCE.

• Enter the queue name created in step 4.

Step 9 Click on Entry point URL.Step 10 In the select template folder window, click Cisco Sunburst and then click OK.Step 11 Copy and paste the link in a new browser and provide the required details to make a delayed callback.

Configure Web Callback/Delayed Web Callback for Unified WIM and EIM Distributed server DeploymentComplete the following procedures to configure the Web Callback/Delayed Web Callback for Unified WIMand EIM Distributed server deployment.

• Configure Listener Instance for 1250 Multimedia Agent Deployment, on page 59

• Configure WIM and EIM for Web Callback for Unified WIM and EIM Distributed server Deployment,on page 59

• Configure WIM and EIM for Delayed Callback for Unified WIM and EIM Distributed serverDeployment, on page 59

Configure Listener Instance for 1250 Multimedia Agent Deployment

Configure WIM and EIM for Web Callback for Unified WIM and EIM Distributed server Deployment

Configure WIM and EIM for Delayed Callback for Unified WIM and EIM Distributed server Deployment

Configure Unified WIM and EIM Features for Unified WIM and EIM Distributed server Deployment

UnifiedWIM and EIM supports Email, Chat andWeb Callback/DelayedWeb Callback features. To configurethese features perform the following tasks:

1 Configure Email Feature, on page 52

2 Configure Chat Feature, on page 55

3 ConfigureWebCallback/DelayedWebCallback for UnifiedWIM and EIMDistributed server Deployment,on page 59



Cisco RSM• Create Golden Template for Cisco Remote Silent Monitoring, on page 60

• Configure Cisco RSM, on page 61

Create Golden Template for Cisco Remote Silent MonitoringFollow this sequence of tasks to create the golden template for the Cisco RSM server.




Download theHCS-CC_9.1_CCE-RSM_vmv8_v1.0.ova..

1

Follow the procedure CreateVirtual Machines fromOVAs.

Create the virtual machine for the Cisco RSMserver.

2



3





Follow the procedure Installthe JTAPI Client, on page61.

Install the JTAPI Client.6

Follow the procedure Installthe Cisco RSM Server , onpage 61.

Install the Cisco RSM server.7

Follow the procedureConvert the VirtualMachine to a GoldenTemplate.

Convert the virtual machine to a template.8

After you create all golden templates, you can run the automation process (Clone and OS Customization).After you run the automation process, you can configure the Cisco RSM server on the destination system.See Configure Cisco RSM, on page 61.


Install and Configure Optional Cisco ComponentsCisco RSM
















Install the JTAPI ClientComplete the following procedure to install JTAPI on the Cisco RSM server.

Procedure

Step 1 Start the Unified Communications Manager Administration application in a browser.Step 2 Login using the administrator credentials.Step 3 Navigate to Application > Plugins and then click Find.Step 4 Download the Cisco JTAPI 32-bit Client for Windows.Step 5 Install the downloaded file and accept all the default settings.

Note • In the Cisco TFTP IP Address text-box enter the CUCM Subscriber IPAddress.

Install the Cisco RSM ServerComplete the following procedure to install the Cisco RSM Server.

Procedure

Step 1 Mount the Cisco RSM ISO image to the virtual machine. For more information, see Mount and Unmount ISOFiles.

Step 2 Run the setup.exe file to install the RSM server.The RSM installer program starts and it displays the Cisco Remote Silent Monitoring(RSM) InstallShieldwindow.

Step 3 Click Next.It displays the Licence Agreement page.

Step 4 In the Licence Agreement page, accept the License. Click Next.Step 5 In the service Login Information page, provide the administrator credentials of RSM Virtual machine. Click

Next.Step 6 In the Launch Configuration Settings page, click Exit from the setup. Click Yes on the pop-up window.Step 7 Click Finish.

What to Do Next

Configure RSM, on page 63

Configure Cisco RSM• Configure Cisco RSM for 500 and 1000 Agent Deployment, on page 62


Install and Configure Optional Cisco ComponentsConfigure Cisco RSM



• Configure Cisco RSM for 4000 Agent Deployment, on page 76

• Configure Cisco RSM for A-Law Codec, on page 79

The following figure shows the configuration topology for Remote Silent Monitoring.

Figure 2: Cisco Remote Silent Monitoring Configuration Topology

Configure Cisco RSM for 500 and 1000 Agent DeploymentConfigure the Cisco RSM (Remote Silent Monitoring) Server for 500 and 1000 agent deployment in thedistributed mode, in the following order:

TasksRequired Software

Set RSM Configuration Settings for 500 and 1000Agent Deployment, on page 63

Configure RSM

Configure JTAPI Client Preferences, on page 65

Edit Registry Settings, on page 65

Set Up the VXML Gateway, on page 65Configure Gateway

Upload RSM Prompts, on page 66Configure Unified CVP

Integrate the CVP Call Flow, on page 66

Call Flow Deployment, on page 67

Set the Agent Target Rule, on page 68Configure Unified CCE

Create the Supervisor Login Account, on page 69




Create Routing Script for RSM, on page 69

Configure Simulated Phone, on page 70Configure Unified Call Manager though UCDM

Set Up the Login Pool Simphone, on page 74

Create RSM Application User, on page 75

Configure RSM

Set RSM Configuration Settings for 500 and 1000 Agent Deployment

Procedure

Step 1 Complete the Mail Server configuration settings:a) Choose Start > CiscoRSM > RSM Configuration Manager.b) Check Send Email Alert checkbox.c) Enter the Host Name/IP address of the mail server inMail Server Host Name/IP text box.d) Enter the email port number in Port text box.e) Enter the sender email ID in Sender Email Address text box.f) Enter the receiver email ID in Receiver Email Address text box.g) Click Next.

Step 2 Complete the Miscellaneous configuration settings:a) Enter 1800 in Problem Call Minimum Duration text box.b) Enter 4 in Problem Call Min Holds text box.c) Enter 3600 inMax Stale Call Duration text box.d) Set blank value for CTI OS Trace Mask.e) Select INFO from the Log Level drop down list for VL Engine.f) Enter 8080 in HTTP Listen Port text box for VL Engine.g) Enter 480 in the Audio Buffer Len To VRU text box for PhoneSim.

The default value of Audio Buffer Len to VRU is 160, for CVP environment the value is set to480.

Note

h) Select INFO from the Log Level drop down list for PhoneSim.i) Enter 29001 in HTTP Listen Port text box for PhoneSim.j) Enter 29554 in RTSP Listen Port text box for PhoneSim.k) Select the RTSP u-law for Audio Encoding from the drop down list for Phonesim.l) Select No from the Do HTTP Chunked Transfers drop down list for PhoneSim.m) Enter the IP Address of RSM server in the Host Data IP text box.n) Click Next.

Step 3 Define Cluster configuration settings:These settings are used to configure each Unified Communications Manager cluster with the agents to bemonitored by RSM.



a) Click Add Clusterb) Enter a cluster name in ClusterN_Name text box.

Name should bealphanumeric.

Note

c) Enter 5 in No. of Login Pool Simphones text box.d) Enter 60 in No. of Monitoring Phones text box. (this is to monitor 60 concurrent).e) Enter 5000 in the Peripheral ID text box.f) Enter the rsmuser in JTAPI Username text box.g) Enter the rsmuser password in JTAPI Password text box.h) Enter the first MAC address to use for auto-generation of MAC range for simphone device names in Start

MAC Range text box.i) Enter the first extension number to use for auto-generation of line extension range for simphone DNs in

Start Line Num Range text box.Note 1 Line extension ranges must not overlap between clusters. Correlates to

ClusterN_PhoneSim_StartMACRange value.2 The Start Line Num Range should be between 4 to 15 digits.

j) Select TCP from the SIP Transport drop down list.k) Click Next.

Step 4 Define Unified Communications Manager configuration settings:a) Enter the host name / IP address of CUCM1 server(Subscriber1) in Host Name/IP text box.b) Enter CUCM1 port as 5060 in Port text box.c) Enter the host name / IP address of CUCM2 server(Subscriber 2) in Host Name/IP text box.d) Enter CUCM2 port as 5060 in Port text box.e) Click Next.

Step 5 Define CTIOS configuration settings:a) Enter the host name / IP address of CTIOS 1A in CTIOS 1A Host Name/IP.b) Enter 42028 in CTIOS 1A Port text box.c) Enter the host name / IP address of CTIOS 1B in CTIOS 1B Host Name/IP.d) Enter 42028 in CTIOS 1B Port text box.e) Click Next.

Step 6 Click Next and Check Start PhoneSim Service and Start VLEngine Service check boxes.Step 7 Click Finish.



Configure JTAPI Client Preferences

Procedure

Step 1 Choose Start > All Programs > Cisco JTAPI and click Cisco Unified Communications Manager JTAPIPreferences.

Step 2 Click Language tab.Step 3 Select English from the Select Language drop-down list.Step 4 Enter the TFTP Server IP Address.Step 5 Click OK.

Edit Registry SettingsRSM requires numeric supervisor accounts, so that users can log in through the telephone. However, UnifiedCCE supervisor agent accounts are also Active Directory user accounts and an Active Directory securitypolicy can prevent numeric-only accounts. To resolve this issue, modify the "VLEngine_PassPrefix" parameter.

Procedure

Step 1 Access the Registry Editor, Start > Run > regedit.Step 2 Navigate toHKEY_Local_Machine > Software >Wow6432Node > Cisco Systems, Inc. > Remote Silent

Monitoring.Step 3 SetVLEngine_PassPrefix with a string that prepends the password before it submits for CTI OS Validation.

For Example: If "VLEngine_PassPrefix" String is set toRSM1RSM and you want a supervisor to log in withPIN 1234, then set supervisor's password to RSM1RSM1234.

The valid values are any string of letters, numbers, and valid password symbols (no whitespace andcontrol characters).

Note

Configure Gateway

Set Up the VXML GatewayRSM is supported on any VXML gateway models and versions of Cisco IOS supporting CVP. TheIngress/VXML gateway can be shared between RSM and other features.

To set up the VXML gateway for RSM, make sure that the IVR prompt memory is at least 8 Mb, by issuingthe ivr prompt memory 8000 command.

If the gateway is shared with RSM along with other features, the gateway performance reduces by 20%.Note



Configure Unified CVP

Upload RSM Prompts

Procedure

Step 1 Navigate to your media server directory, at C:\inetpub\wwwroot\en-us\, and create a new directory labeledVL.

Step 2 Navigate to your RSM server and copy prompts.zip from C:\ CiscoRSM\callflows and unzip the contents intothe VL directory of the media server.

Step 3 Right-click the VL directory, then click Properties.Step 4 Click the Security tab, click Advanced and click Change Permission.Step 5 Select Include inheritable permission from object's parent and Replace all child object permission with

inheritable permissions from this object check-boxes.Step 6 Select Allow inheritable permissions from the parent to propagate to this object and all child objects.Step 7 Click OK and click Yes on the windows security pop up window.Step 8 Open your web browser and navigate to the VL directory of your media server, that is http://<SERVER

IP>/en-us/VL. Ensure that the prompt files are listed and accessible.

Integrate the CVP Call Flow

Procedure

Step 1 Navigate to the C:\CiscoRSM\callflows\vxml-cvp folder on the RSM server.Step 2 Copy all the contents from the folder to a directory that can be accessed by the desktop machine hosting Cisco

Unified Call Studio software (for example, C:\RSM-Callflow).Step 3 Launch the Call Studio. Navigate to File> Import> Call Studio>Existing Call Studio Project in the menu

bar to import the RSM project into the workspace and click Next.Step 4 Browse the vxml-cvp folder and click Finish.Step 5 Navigate to the DoLogin page in the Callflow Editor Navigator pane for RSM Project.Step 6 Select the SetBaseSessionVars element, and then click Data under Element Configuration.Step 7 Modify the VoiceXML Variable settings for RSM Project as follows:

Ensure that you click Update after modifying the variable settings below; else, the fields will be setwith default values.

Note

• VL_VLENGINE_HOSTNAME—Hostname or IP address of the server running on VLEngine service.

• VL_VLENGINE_PORT— Port number used by the VLEngine service. Port value is 8080.

• VL_PHONESIM_HOSTNAME—Hostname or IP address of the server running on PhoneSim service.Value is same as VL_VLENGINE_HOSTNAME.

• VL_PHONESIM_RTSP_PORT— RTSP port number used by PhoneSim service. This is usually29554.



• VL_PHONESIM_HTTP_PORT— HTTP port number used by PhoneSim service. This is usually29001.

•MAX_NUM_LOGIN_ATTEMPTS—Maximum number of failed login attempts allowed before RSMdisconnects user.

• CVP_MEDIASVR_AUDIO_PATH— Points to the URL path where RSM prompts are uploaded (forexample, /en-us/VL).

This path, and the Path component specified in the RSMCVP project'sAudio Settings - DefaultAudio Path URL text field, should be identical.

Note

• CVP_MEDIASVR_HOSTNAME— Hostname or IP address of the CVP media server with RSMprompts, as found in the /en-us/VL directory.

•MAIN_MENU_TIMEOUT— Time, in seconds. This is usually 12 seconds.

• CVP_VXMLSVR_HOSTNAME—Hostname or IP address of the server running on VXML server.

• CVP_VXMLSVR_PORT—Port number used by the VXML server.

• CVP_MEDIASVR_PORT—Port number of the media server domain. This is usually port 80.

•MONITOR_NEWEST_REPOLL_PERIOD—Time, in seconds, before monitoring any new agentconversations. This value is normally set to 4 seconds.

•MONITOR_NEWEST_PROMPT_TO_END_EVERYN—Number of pollings before the progressprompt is stated to the caller (that is, “System is still busy. Press any key to return to main menu orcontinue to hold.”). This value is normally set to 3.

• SUPERVISOR_LOGIN_TIMEOUT—Time out for Supervisor Login. This value is normally set to1500.

Step 8 Click Save to save the RSM Project.Step 9 Right-click RSM Project in the navigator pane then click Properties.Step 10 Under Call Studio, click Audio Settings.Step 11 Navigate to the Default Audio Path URI text field and enter the VL directory on your media server, for

example, http://<cvp_media_server_IP_address>/en-us/VL . Click OK.Step 12 Repeat the above steps to create RSM project for each CVP Server in your deployment.

Call Flow DeploymentOnce the call flow script is installed on the CVP server, it must be deployed for use by CVP VXML Server.

Perform the procedure to deploy the call flow script.

Deploy the VXML script in all the CVP boxes with the appropriate CVP_VXMLSVR_HOSTNAMENote



Procedure

Step 1 Open Cisco Unified Call Studio.Step 2 Right-click RSM Project in the navigator pane, then click Deploy.Step 3 Select Archive File radio button.Step 4 Browse to the loction where you want to save the VXML Application file.Step 5 Click Finish. The call flow script will be saved at the specified location.Step 6 Open the CVP OAMP portal.Step 7 Navigate to Bulk Administration > File Transfer > VXML application.Step 8 Choose the desired CVP VXML servers from Available to Selected and browse the VXML application file

that you saved in step 4.Step 9 Click Transfer and click File Transfer Status to check the status.Step 10 Go to the SCC-CVP-SVR-A server and navigate to the C:\Cisco\CVP\VXMLServer\applications\RSM\admin

Directory in CVP call server, then double-click the deployApp.bat file. The batch file is executed in a separateDOS window.

Step 11 EnterY for yes when prompted to deploy the application. The call flow script is now accessible from the CVPVXML Server.

Step 12 Configure the appropriate micro applications on your VXML gateway (VXML Gateway dial peers, UnifiedCommunication Manager route patterns, and so on) so they can access the script.

Configure Unified CCE

Set the Agent Target Rule

Ignore this procedure, if Unified CCE Day 1 configuration includes the Extension range.Note

Procedure

Step 1 From the Administration Workstation (AW), click Start > All Programs > Configuration Manager.Step 2 Expand Tools, then expand List Tools. Double-click Agent Targeting Rule.Step 3 Click Retrieve to return a list of all existing agent targets in the environment.Step 4 Highlight the existing agent targeting rule. Under extension ranges clickAdd. A blank extension range section

appears.Step 5 Add the range of extension, that is the DN and then click OK.Step 6 Click Save.

In 4000 deployment there are two CUCM PGs configured according to CUCM application user.ATRs are configured based on CUCM PG. Therefore, two ATRs are pre-configured as a part of loadbase configuration and extensions should be added to ATRs based on the Application user.

Note



Create the Supervisor Login AccountYou must create a new account for each supervisor who will be using RSM, according to your current CTIOS supervisor/agent accounts. If CTI OS authentication is used, separate supervisor agent accounts must becreated in the Unified CCE environment, to allow dialed-in supervisors to log in to the system.

To create a supervisor login account, follow this procedure Create an Agent

Note 1 Check the Supervisor check box and ensure that the supervisor password should meet AD PasswordPolicy.

2 Ensure that the agent password is numeric of any length.3 Ensure that the Supervisor is added to Team List.

Create Routing Script for RSMThe following Routing Scripts are used for Cisco RSM.

Figure 3: Routing Scripts used for Cisco RSM




Configure Unified Communication Manager through UCDM

Configure Simulated Phone

Before You Begin

You must determine how many simulated phones ( also called as simphones) to assign to each UnifiedCommunication Manager cluster. Each cluster must have a number of simphones greater than or equal to themaximum number of agents that will be simultaneously monitored through RSM for the cluster. This sectionprovides the following information:

• To configure the simphone device dependencies, to create a Unified Communication Manager group,RSM region, and device pool.

• To create the simphone devices and assign MAC addresses.

• To add bulk simphones using Bulk Load Tool.

The procedures describe how to create one simphone and its associated line DN. Additional simphones canbe created by using Unified Communication Manager super copy feature or by creating a batch file.

You must be logged into UCDM before you can configure simphones as described below.Note

Create Simphone Device Dependencies

Procedure

Step 1 To create a Unified CM group:a) Choose Network > PBX devices.b) Select the provider and click the call manager name.c) Click Groups and click Add.d) Enter RSMSimPhone for the Unified Communication Manager group name.e) Enter the Maximum Streams supported.f) Check the Use for Phones check box.g) Check the Use for Trunks check box.h) Assign the necessary Unified Communication Manager to the group by clicking on subscribers. If you

have more than one Unified Communication Manager in the cluster, select the subscribers to be part ofthe group but do not select the publisher.

i) Click Submit.

Step 2 To create a simphone region:a) Choose Network > PBX devices .b) Select the provider and click the call manager name.c) Click Audio Regions and Click Add.d) Enter AR_ RSMSimPhone for the region name.e) Enter the description (optional).f) Select the available codec for Intra-Region Max Audio Bit Rate from the drop-down list.



g) Select the available codec for Inter-Region Max Audio Bit Rate from the drop-down list.

Step 3 To create a Simphone Device Pool:a) Choose Location Administration>Telephony.b) Select the provider and click the location name.c) Click Device pool and click Add.d) Enter RSMSimPhone_DP for the device pool name.e) Select the RSMSimPhone from Unified Communication Manager Group drop-down list.f) Select appropriate date/time group from the drop-down list.g) Select Region_ RSMSimPhone from Audio Region drop-down list.h) Enter the supported Streams value.i) Click Submit.

Create Simphone DeviceFollow this procedure to create simphone devices.

Procedure

Step 1 Log in to the Cisco UCDM.Step 2 To create phone inventory:

a) Choose Location Administration > Phone Inventory.b) Select provider and click Add Phone to create a new phone device.c) Select the target where you want to create the simphone device.d) Select Cisco 7941 SIP for the Phone Type.e) Enter the MAC address of the phone and click Next. The Phone Details page appears.

AMAC address of 00005E000001 (hexadecimal) is assigned for the first simphone, and subsequentsimphones increment from this value (for example, 00005E000002 and 00005E000003). Youmay need to assign a different range of addresses if this range is currently being used. Ensure thatthe MAC address is in hexadecimal format; for example, the tenth phone address must be00005E00000A, not 00005E000010.

Note

f) Click Add Phone.

Step 3 To register a phone:a) Click Phone Registration.b) Ensure that you have selected the provider window and the appropriate customer.c) Choose the appropriate location.d) Click the Device Name.

The Phone Features page appears.

e) Enter the description (optional) of the phone.f) Under SIP Profile, select Standard SIP Profile from the drop-down list.g) Select the appropriate Phone Feature Group from the drop-down list.h) Click Next.i) Under Device Pools, choose RSMSimPhone_DP from the drop-down list.j) Under Number Details, select the extension number for the device, and click Next.



You can configure only onenumber.

Note

k) Click Register.

Step 4 To manage the phone:a) Click Phone Management.b) Select the Device.c) Under Phone Feature, select Built-in-Bridge as Off from the drop-down list.d) Under Multiple Call/Call Waiting Settings for line 1, ensure that you select Call waiting busy trigger as

1 andMax call waiting as 2 from the drop-down lists.e) ClickModify.

Step 5 To add monitoring calling search space:a) Login to Cisco Unified CM Administration interface and choose Device > Phone.b) Search and select the RSM Sim Phone DN and click the required Device Name.c) Click Line[1] in Association Information on the Phone Configurations page.d) Set theMonitoring Calling Search Space as the same CSS that is configured in the Calling Search

Space field in the Directory Number Configuration page.e) Click Save and click Apply Config .

Bulk Upload of Simphones Using Bulk Load ToolFollow this procedure to bulk upload simphones using the Bulk Load Tool.

Procedure

Step 1 Navigate to Setup Tools > Bulk Load Samples.Step 2 Click HCS-G1-Latest.Step 3 Choose 6 CUCDM810 VS P1 LocationAdmin(Formula Loader)v1 18(VS OPS), and save the .XLS file

on your desktop.Step 4 Open the file and ensure that all the spreadsheets in the file has # prefixed with it except for the following:

• Add Phones

• Move Phones to Location

• Register Phones

• Modify Phone Features

Step 5 In theAdd Phones spreadsheet, delete ## in the first entry of the spreadsheet (columnA - 1st row) and performthe following to add phones:

• Delete # from each row where you will enter the phone details.

• Enter the Provider Name.

• Enter the MAC address of the device.

• Enter the Device Name (optional).



• Enter the Phone Type.

• Enter N for the Configuration template.

• Enter all the other mandatory fields marked RED in the header column.

Step 6 In theMove Phones to Location spreadsheet, delete ## in the first entry of the spreadsheet (column A - 1strow) and perform the following steps to move phones to location:

• Delete # from each row that you will enter the phone details.


• Enter the Reseller Name.

• Enter the Customer Name.

• Enter the Division Name (optional).

• Enter the Location Name (optional).


• Enter the Device Name (optional)


• Enter the Button Template.

• Enter the Old Reseller Name.

• Enter the Old Customer Name.


Step 7 In the Register Phones spreadsheet, delete ## in the first entry of the spreadsheet (column A - 1st row) andperform the following steps to register the phones.



• Enter the Reseller Name.

• Enter the Customer Name.

• Enter the Division Name.

• Enter the Location Name.


• Enter the Device Name (optional).


• Enter the SIP Profile as Standard SIP Profile.

• Enter the Device Pool as RSMSimPhone_DP.

• Enter the Phone Button template as Standard 7941G-GE SIP.

• Enter the Feature Group.



• Enter Line1 as the DN of the SimPhone.

• Enter the Phone Locale as Auto.

• Enter the Line 1 Feature 8 as 2 (It is Max Calls).

• Enter the Line 1 Feature 9 as 1 (It is Busy Trigger).


Step 8 InModify Phone Features spreadsheet, delete ## in the first entry of the spreadsheet (column A - 1st row)and perform the following steps to set the features of the device.


• Enter builtInBridgeStatus = Off on the Phone feature1 column.

• Enter all other values (optional).


Step 9 Save the .XLS file.Step 10 Navigate to General Tools > Bulk Load Tools.Step 11 Click Schedule new job.Step 12 Click Browse to find the appropriate .XLS file, and click Submit.Step 13 Click the File Name (6 CUCDM810 VS P1 LocationAdmin(Formula Loader)v1 18(VS OPS)) which

shows Scheduled.This can take several minutes.

Step 14 Navigate to Location Administration > Phone Inventory to verify if the phone was added successfully.To add monitoring calling search space for all the sim phones, perform the instructions of step 5mentioned in Create Simphone Device , on page 71.

Note

Set Up the Login Pool SimphoneThe first five simphone devices that are created for each cluster are automatically assigned to the VLEnginelogin pool. The login pool performs a test login to CTI OS when a caller is authenticated by RSM, to supportthe VLEngine authentication mechanism.

Because CTI OS logins are performed on these simphone devices, they must be associated with the pguseraccount on each Unified Communications Manager cluster. They must also have Cisco Unified IntelligentContact Management Enterprise device targets created for them.

Follow this procedure to associate a pguser.

Procedure

Step 1 Log in to the Cisco UCDM.Step 2 Choose Location Administration > Phone Management.Step 3 Select provider and correct location.Step 4 Select the first Simphone and select Contact Center Agent Line under Common Line Settings For Line 1.Step 5 ClickModify.



Steps 4 and 5 has to be repeated for the first five simphones.

Create RSM Application UserYou must create an application user named rsmuser on Unified Communications Manager cluster for RSM.The rsmuser must be associated with all simphones in the cluster (with the exception of simphones in thelogin pool). It must also be associated with all agent phones that RSM can monitor.

Simphones in the login pool (that is the first five simphone devices) must be associated with the cluster’spguser, while all other simphones not in the login pool are associated with the RSM application user.

Note • For 4000 Agent Deployment, create two Application Users (rsmuser1 for first Cluster and rsmuser2for second cluster).

•Whenever a new non-login-pool simphone or agent device is created, it must be associated with theRSM user.

Follow this procedure to add an RSM application user to a cluster.

Procedure

Step 1 Navigate to Network > PBX Devices.Step 2 Select the provider.Step 3 Click Application Users against the appropriate Unified Communications Manager cluster.Step 4 Click Add.Step 5 Under Add Application User, enter the Username used by RSM to connect to the specified UCM servers in

the cluster.For more information, see Configure Cisco RSM for 500 and 1000 Agent Deployment, on page 62 or SetRSM Configuration Settings for 4000 Agent Deployment, on page 77.

Step 6 Enter the description (optional) field.Step 7 Enter a password and confirm the password.Step 8 Click Add.Step 9 Login to Cisco Unified CM Administration, select the Application User and add these roles from the

Permissions Information window and Click Save.

• Standard CTI Allow Call Monitoring

• Standard CTI Allow Control of All Devices

• Standard CTI Enabled



Step 10 Click the application user you had added.Step 11 Click Associated Devices.Step 12 Select the remaining simphones that are not associated to the pguser. Also, select the other agent phones that

will be monitored by the RSM supervisor.Step 13 Click Submit.

Configure Cisco RSM for 4000 Agent DeploymentConfigure the Cisco RSM (Remote Silent Monitoring) Server for 4000 agent deployment in the distributedmode, in the following order:


Set RSM Configuration Settings for 4000 AgentDeployment, on page 77

Configure RSM

Configure JTAPI Client Preferences, on page 65

Edit Registry Settings, on page 65

Set Up the VXML Gateway, on page 65Configure Gateway

Upload RSM Prompts, on page 66Configure Unified CVP

Integrate the CVP Call Flow, on page 66

Call Flow Deployment, on page 67

Set the Agent Target Rule, on page 68Configure Unified CCE

Create the Supervisor Login Account, on page 69

Create Routing Script for RSM, on page 69

Configure Simulated Phone, on page 70Configure Unified Call Manager through UCDM

Set Up the Login Pool Simphone, on page 74

Create RSM Application User, on page 75



Set RSM Configuration Settings for 4000 Agent Deployment

Procedure

Step 1 Complete the Mail Server configuration settings:a) Choose Start > CiscoRSM > RSM Configuration Manager.b) Check Send Email Alert check box.c) Enter the Host Name/IP address of the mail server inMail Server Host Name/IP text box.d) Enter the email port number in Port text box.e) Enter the sender email ID in Sender Email Address text box.f) Enter the receiver email ID in Receiver Email Address text box.g) Click Next.

Step 2 Complete the Miscellaneous configuration settings:a) Enter 1800 in Problem Call Minimum Duration text box.b) Enter 4 in Problem Call Min Holds text box.c) Enter 3600 inMax Stale Call Duration text box.d) Set blank value for CTI OS Trace Mask.e) Select INFO from the Log Level drop down list for VL Engine.f) Enter 8080 in HTTP Listen Port text box for VL Engine.g) Enter 480 in the Audio Buffer Len To VRU text box for PhoneSim.

The default value of Audio Buffer Len to VRU is 160, for CVP environment the value is set to480.

Note

h) Select INFO from the Log Level drop down list for PhoneSim.i) Enter 29001 in HTTP Listen Port text box for PhoneSim.j) Enter 29554 in RTSP Listen Port text box for PhoneSim.k) Select the RTSP u-law for Audio Encoding from the drop down list for Phonesim.l) Select No from the Do HTTP Chunked Transfers drop down list for PhoneSim.m) Enter the IP Address of RSM server in the Host Data IP text box.n) Click Next.

Step 3 Define first Cluster configuration settings:These settings are used to configure the Unified Communications Manager cluster with the agents to bemonitored by RSM.



Note

c) Enter 5 in No. of Login Pool Simphones text box.d) Enter 60 in No. of Monitoring Phones text box. (this is to monitor 60 concurrent).e) Enter 5000 in the Peripheral ID text box.f) Enter the rsmuser1 in JTAPI Username text box.g) Enter the rsmuser1 password in JTAPI Password text box.h) Enter the first MAC address to use for auto-generation of MAC range for simphone device names in Start

MAC Range text box.



i) Enter the first extension number to use for auto-generation of line extension range for simphone DNs inStart Line Num Range text box.Note 1 Line extension ranges must not overlap between clusters. Correlates to



Step 4 Define Unified Communications Manager configuration settings for first cluster:a) Enter the host name / IP address of CUCM1 server(Subscriber1) in Host Name/IP text box.b) Enter CUCM1 port as 5060 in Port text box.c) Enter the host name / IP address of CUCM2 server(Subscriber 2) in Host Name/IP text box.d) Enter CUCM2 port as 5060 in Port text box.e) Click Next.

Step 5 Define CTIOS configuration settings for the first cluster:a) Enter the host name / IP address of Agent PG 1A in CTIOS 1A Host Name/IP.b) Enter 42028 in CTIOS 1A Port text box.c) Enter the host name / IP address of Agent PG 1B in CTIOS 1B Host Name/IP.d) Enter 42028 in CTIOS 1B Port text box.e) Click Next.

Step 6 Define second Cluster configuration settings:These settings are used to configure the Unified Communications Manager cluster with the agents to bemonitored by RSM.



Note

c) Enter 5 in No. of Login Pool Simphones text box.d) Enter 60 in No. of Monitoring Phones text box. (this is to monitor 60 concurrent).e) Enter 5001 in the Peripheral ID text box.f) Enter the rsmuser2 in JTAPI Username text box.g) Enter the rsmuser2 password in JTAPI Password text box.h) Enter the first MAC address to use for auto-generation of MAC range for simphone device names in Start

MAC Range text box.i) Enter the first extension number to use for auto-generation of line extension range for simphone DNs in

Start Line Num Range text box.Note 1 Line extension ranges must not overlap between clusters. Correlates to



Step 7 Define Unified Communications Manager configuration settings for the second cluster:a) Enter the host name / IP address of CUCM1 server(Subscriber 3) in Host Name/IP text box.b) Enter CUCM1 port as 5060 in Port text box.



c) Enter the host name / IP address of CUCM2 server(Subscriber 4) in Host Name/IP text box.d) Enter CUCM2 port as 5060 in Port text box.e) Click Next.

Step 8 Check Start PhoneSim Service and Start VLEngine Service check boxes.Step 9 Click Finish.

Configure Cisco RSM for A-Law Codec• Configure RSM, on page 79

• Configure Gateway, on page 79

• Configure Unified CVP, on page 79

• Configure Unified Communications Manager, on page 79

Configure RSM

For more information about configuring Cisco RSM, see Configure RSM, on page 63.

Ensure that you select rtsp-alaw forMiscellaneous configuration settings (Step 2-k) in RSMconfiguration.

Note

Configure Gateway

For more information, see Configure Gateway.

Configure Unified CVP

For more information, see Configure Unified CVP.

Configure Unified Communications Manager

• Configure Service Parameters, on page 79

• Configure Region, on page 80

Configure Service ParametersFor more information, see Configure Unified Communications Manager.






Configure Region

Procedure

Step 1 Navigate to System > Region Information > Region.Step 2 Select the region name as RSMSimPhone.Step 3 Add relationships with agent phones to the regions in your environment.

Ensure that calls between simphones and agent phones use the G.711codec.

Note

Step 4 Click Save.



Documents

Install and Configure Optional Cisco Components › c › en › us › td › docs › voice_ip_comm › cust_… · Install and Configure Optional Cisco Components • SPAN-BasedMonitoring,