Ipcce10cag PDF

IPCCE
Course Administration Guide

Outline
The Course Administration Guide includes these topics:
Course Instruction Details
Course Evaluations
Lab Setup
Course Version
This is the original release of the course named
IP Contact Center Enterprise Product Training (IPCCE) v1.0
This course supersedes
Internet Protocol Contact Center Enterprise Product Training (IPCCF) v5.0
Course Objectives
Upon completing this course, the learner will be able to meet these overall objectives:
Set up the hardware requirements for IPCCE and SIPCC classroom environment.
Install necessary software used for student pods.
Target Audience
The primary audience for this course is as follows:
Middle and Senior Managers, Call Center Managers, Product Managers, Console Operators,
Application Developers, Telecom Analysts, and Application Developers
The secondary audience for this course is as follows:
Any other individuals responsible for:
Designing and Implementing the IPCC configuration
Designing And monitoring IPCC scripts
Designing and generating IPCC reports
Learner Skills and Knowledge

The knowledge and skills that a learner must have before attending this course are as follows:
Microsoft Active Directory
Microsoft Windows 2003 Server
Microsoft SQL 2000
Internet Protocol Contact Center Product Training (IPCCPT) v7.0 CAG
Copyright 2006, Cisco Systems, Inc.
Course Instruction Details

This topic provides the information that you need to prepare the course materials and set up the
classroom environment.
Instructor Requirements
To teach this course, instructors must have attended the following training or completed the
following requirements:
Certified Cisco Systems Instructor (CCSI) for Intelligent Contact Management (ICM)
Certified Cisco Systems Instructor (CCSI) for Internet Protocol Contact Center Enterprise
(IPCCE)
ICM Product Training Part 1 and Part 2
IP Contact Center Enterprise v1.0
Note
Submit questions concerning instructor certification to icad@external.cisco.com.
Classroom Reference Materials

These items should be available for the learner during the course:
IP Contact Center Enterprise Student Guide Volume 1
IP Contact Center Enterprise Lab Guide Volume1
IP Contact Center Enterprise Student Guide Volume 2
IP Contact Center Enterprise Lab Guide Volume2
Class Environment
This information describes recommended class size and classroom setup:
Recommended class size is twelve students
Classroom setup is six Student pods, with two students per pod and one Instructor pod.
IPCCE Course Outline Volume 1

This outline of the course structure lists each module, lesson, and topic for the IPCC Enterprise
portion of this course
Introduction
Overview
Lesson 1: IPCC Pre Routing Call Flow
1. Lecture on IPCC Pre Routing from IXC Call Flow
Lesson 2: IPCC Post Route from CallManager Call Flow
2. Lecture on IPCC Post Route from CallManager Call Flow
Lesson 3 and LAB Module 3: Configure CallManager for IPCC
3. Adding an IP Phone
4. Adding a User
5. Adding Additional IP Phones
6. Configure a Route Point
Lesson 4: CRS Script Editor
7. Lecture and demo on CRS Script Editor
Lesson 5 and LAB Module 5: Create a CRS Script
8. Create the CollectDigits.aef Script
Lesson 6 and LAB Module 6: Configure IPIVR for IPCC
9. Initial Setup Configuration
10. Provisioning the JTAPI Provider
11. JTAPI Call Control Group Configuration
12. Verifying the CTI Port Associations
13. Cisco Media Termination Dialog Group Configuration
14. Uploading Prompts to Repository
15. Uploading Scripts to Repository
16. Creating an Application
17. Configuring the ICM Subsystem
Lesson 7 and LAB Module 7: ICM Configuration

18. Configure Network VRU
19. Configure Network VRU Script
20. Configure Peripheral Gateway PG1A
21. Configure IPIVR Network Trunk Group and Trunk Group
22. Configure a Generic Service for Translation Routes
23. Configure Agent Desk Setting
24. Configure Peripheral Gateway PG2A
25. Configure CM Network Trunk Group and Trunk Group
26. Configure Skill Group for PreSales
27. Configure Additional Skill Group for PostSales
28. Configure an Agent
29. Configure an Additional Agent
30. Creating a Supervisor
31. Creating an Agent Team
32. Configure a Device Target and Label
33. Configure Additional Device Target and Label
34. Configure a Call Type
35. Configure a Dialed Number
36. Mapping the Dialed Number to a Call Type
Lesson 8 and LAB Module 8: ICM Component Installation
37. Installing Peripheral Gateway PG1A (IPIVR)
38. Starting Peripheral Gateway PG1A
39. Install the Cisco JTAPI Plug in
40. Installing Peripheral Gateway PG2A (CM)
41. Installing CTI Gateway CG2A (CTI Server)
42. Starting the Processes
Lesson 9 and LAB Module 9: CTIOS and CTIOS Desktop
43. Installing CTI Object Server (CTI OS)
44. Installing Cisco CTIOS Softphone
45. Login to CTIOS Supervisor and Agent Desktop
Lesson 10 and LAB Module 10: Translation Route Wizard

46. Translation Route Wizard
Lesson 11 and LAB Module 11: ICM Script and Call Tracer
47. Create the ICM Translation-Routing Script named TransRoute
48. Testing the TransRoute Script using Call Tracer
49. Testing the TransRoute Script using phones
IPCCE Course Outline Volume 2

This outline of the course structure lists each module, lesson, and topic for the System IPCC
Enterprise portion this course:
Overview
Lesson 1 and LAB Module 1: System IPCC Installation
1. Initial Setup Configuration
2. Installing Cisco JTAPI Plugin
Lesson 2 and LAB Module 2: Deployment Wizard
1. Web Administration Deployment Wizard
Lesson 3 and LAB Module 3: Post Installation Configuration
1. Configure a Desk Setting
2. Configure an Agent
3. Configure a Team
4. Configure a Skill Group
5. Configure a Call Type
6. Configure a Dialed Number
7. Configure IVR Scripts
8. Configure Network IVR
Lesson 4: Cisco Agent Desktop (CAD)
1. Lecture on Cisco Agent Desktop (CAD)
Lesson 5 and LAB Module 5: Cisco Desktop Applications Installation
1. Install Cisco Desktop Administrator (CDA)
2. Install Cisco Agent Desktop (CAD)
3. Install Cisco Supervisor Desktop (CSD)
Lesson 6 and LAB Module 6: System IPCC Script
1. Creating the IPCC Sales Script
2. Testing Call Routing
Lesson 7 and LAB Module 7: CAD Workflow

1. Install Cisco Desktop Administrator (CAD)
2. Cisco Agent Desktop User Interface Home Page
3. Agent Desktop Work Flow Creation
4. Testing Cisco Agent Desktop Work Flow
Lesson 8: Cisco Outbound Option
1. Lecture on Cisco Outbound Option (CAD)
Lesson 9 and LAB Module 9: Cisco Outbound Option Installation
1. Joining the IPCCDialer to the Domain
2. Installing the Outbound Dialer
3. Machine Wizard/Deployment Wizard (for IPCCDialer)
4. Configure Outbound Call Types
5. Configure Outbound Dialed Numbers
6. Configure the Outbound Skill Group
7. Enable the Outbound Option Call Variables
8. Outbound Option System Options Configuration
9. Outbound Option Dialer Configuration
10. Outbound Option Import Rule Configuration
11. Outbound Option Query Rule Configuration
12. Outbound Option Campaign Configuration
13. Enable Outbound Mode for Cisco Agent Desktop
14. Configure CallManager Device Pool
15. CallManager Bulk Administration Tool (BAT)
16. Adding a CTI Route Point for Outbound Abandon
17. Create an Outbound Administrative Script
18. Create an Outbound Reservation Script
19. Create an Outbound Abandon Script
20. Create the Sales_Survey.txt Data File
21. Testing the Outbound Option
Course Evaluations
Cisco uses a post-course evaluation system, Metrics That Matter (MTM), for its instructor-led
courses. The instructor must ensure that each student is aware of the confidential evaluation
process and that all students submit an evaluation for each course. There are two options for
students to complete the evaluation.
For Classes with Internet Access

A URL will be made available, specific to each Cisco Learning Partner. Obtain the URL from
your MTM system administrator before the last day of class.
1. Upon completion of the course, instruct the students to enter the URL into their browser.
2. Make sure that the students input their e-mail address (used only for a follow-up
evaluation).
Note
Sixty days following a learning event, students will receive a brief follow-up evaluation, and, again,
responses will be kept confidential. E-mail addresses will not be used for marketing purposes. (If
students do not have e-mail addresses, they may type in a dummy address.)
3. Instruct the students to select the appropriate course from the drop-down list.
4. Instruct the students to complete the course evaluation and click Submit one time only.
5. Advise the students to wait for Thank you to appear on the screen before leaving.
For Classes Without Internet Access

A paper-based version of the post-course evaluation is available. Your MTM system
administrator can provide you with copies.
1. Distribute paper-based evaluations at the beginning of the last day of class.
2. Instruct the students to complete the survey only after completing the course.
3. Collect the evaluations and submit them to your MTM system administrator.
To View Evaluation Results

To view your post-course evaluation results:
1. Go to www.metricsthatmatter.com/client. (Reminder: All data is confidential; you will see
only your own data.)
2. Log in using your ID and the password sent to you from MTM or provided by your
company MTM system administrator to ensure confidentiality.
3. Choose Menu Option Learner Evaluation Reports:
Evaluation Retrieval Tool
Class Evaluation Summary Report
4. Search for and select the appropriate class.
Lab Setup
Overview
The purpose of the Lab Setup section is to assist in the setup and configuration of the training
equipment for Intelligent Contact Management Product Training Part 1 (ICMPT1) v7.0 and
for Intelligent Contact Management Product Training Part 2 (ICMPT2) v7.0 courses. This
section includes these topics:
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Lab Topology
Hardware and Software Requirements
Workstation Configuration
General Lab Setup
Installing Software
Installing VMware Workstation 5
Installing Windows 2003 Server
Installing Windows 2003 Server SP1
Disable the Shutdown Event Tracker
Configuring the Server as a Domain Controller
Joining a Server to the Domain
Configuring DNS on a Forest Root Domain Controller
Installing Microsoft SQL Server 2000
Installing Microsoft SQL Server 2000 SP4
Additional Settings
Teardown and Restoration
Lab Topology
This topic describes the lab topology for
Internet Protocol Contact Center Enterprise (IPCCE) v7.0
Function
Machine
Name
Assigned
Pod
Memory
Network Address
Additional
Information
IPCC Sprawler
Domain
Controller and
DNS Server
IPCCE
IPCC1
128 MB
10.10.10.100
Can be coresident on ICM

Sprawler for
classroom
Co-Resident
CallManager
and IPIVR
CCMIPIVR
IPCC1
1024 MB
10.10.10.31
Workgroup
This topic describes the lab topology for

System Internet Protocol Contact Center Enterprise (SIPCC) v7.0
Function
Machine
Name
Assigned
Pod
Memory
Network Address
Additional
Information
Co-Resident
CallManager
and IPIVR
CCMIPIVR
IPCC1
1024 MB
10.10.10.31
Configured from
IPCCE Labs
Domain
Controller and
DNS Server
DCDNS1
IPCC1
128 MB
10.10.10.100
SIPCC.trng
System IPCC
Sprawler
SYSIPCC
IPCC1
512 MB
10.10.10.21
SIPCC.trng
CAD Server
CADSrvr
IPCC1
512 MB *
10.10.10.81
Workgroup
Supervisor
Workstation
Supervisor
IPCC1
128 MB
10.10.10.62
Workgroup
Agent
Workstation
Agent
IPCC1
128 MB
10.10.10.63
WorkGroup
Outbound
Controller
IPCCDialer
IPCC1
256 MB
10.10.10.91
SIPCC.trng
ICM Sprawler
ParentICM
IPCC1
256 MB
10.10.10.111
ICM.trng
Workgroup
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Hardware and Software Requirements

These tables list the recommended equipment to support the lab activities.
Hardware Equipment List
Description
Mfr.
Part Number
Dual Xeon Server / 2.8GHz / 4GB RAM

Cisco 7960 IP Phones
Qty.
7
Cisco
21
100 MB Switch, 8 port
Software List
12
Description
Mfr.
Cisco Release Media (ICM, CCM, IPCC

Express)
Cisco
Windows 2003 Server Standard Edition
Microsoft
28
Windows 2000 Server
Microsoft
SQL 2000
Microsoft
21
Windows 2000 Professional or XP Professional
Microsoft
14
VMware Workstation 5.5
VMware,
Inc.
Part Number
Qty.
Workstation Configuration
These instructions describe how to set up the lab when workstations are required.
For the IPCCE Class
LABHOST VMware Host server. Configuration used in class is Dual Xeon 2.8 GHz with
4 GB RAM and two physical hard drives at 120 GB each. This server will be installed with
Windows XP Professional Edition with SP2, and VMware Workstation 5.
IPCCE IPCC SPRAWLER. This VM machine configuration is 512 MB Memory, one 50

GB Hard Disk, CD-ROM, Ethernet, and USB Controller. It will be installed with Windows
2003 Server Standard Edition with SP1. Install, SQL 2000 Server with SP4 This server will
have the ICM components RouterA, LoggerA, Distributor Admin Workstation, WebView
Server, HDS, PG1A, PG2A, CG2A, CTI Object Server and CTIOS Agent/Supervisor
Desktop. This server is also the Domain Controller for the IPCC.trng domain.
CCMIPIVR CallManager and IPIVR co-resident. This VM machine configuration is 1024

MB Memory, one 50 GB Hard Disks (C), CD-ROM, Ethernet, and USB Controller. It will
be installed on Windows Server 2000 and SP4, with Cisco CallManager version 4.1(3) and
This VM machine will be in Workgroup and will not join the domain.
For the SIPCC Class
Note
CCMIPIVR CallManager and IPIVR co-resident. This VM machine configuration is 1024

MB Memory, one 50 GB Hard Disks (C), CD-ROM, Ethernet, and USB Controller. It will
be installed on Windows Server 2000 and SP4, with Cisco CallManager version 4.1(3) and
This VM machine will be in Workgroup and will not join the domain.
The SIPCC class will be using the CCMIPIVR that was configured in the IPCCE class
DCDNS1 Domain Controller and DNS server. This VM machine configuration is 256 MB
Memory, one 50 GB Hard Disk (C), CD-ROM, Ethernet, and USB Controller. It will be
installed with Windows 2003 Server Standard Edition with SP1. This VM machine will be
the Domain Controller using Microsoft Active Directory and the DNS server.
SIPCC System IPCC SPRAWLER. This VM machine configuration is 512 MB Memory,

one 50 GB Hard Disk, CD-ROM, Ethernet, and USB Controller. It will be installed with
Windows 2003 Server Standard Edition with SP1. Install, SQL 2000 Server with SP4 This
server will have the System IPCC that be installed in a class lab.
IPCCDialer Outbound Controller. This VM machine configuration is 256 MB Memory,

Windows 2003 Server Standard Edition with SP1. In a class lab, this VM will be joined to
the SIPCC.trng domain and the IPCC Dialer components will be installed.
CADSrvr Cisco Agent Desktop Server. This VM machine configuration is 256 MB

Memory, one 50 GB Hard Disk, CD-ROM, Ethernet, and USB Controller. It will be installed
with Windows 2003 Server Standard Edition with SP1. This VM will be pre-configured and
licensed by the Instructor. The students will just need to power it up and log in.
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14
Supervisor Supervisor Workstation. This VM machine configuration is 128 MB Memory,

Windows 2000 Professional with SP4. VM will have the Cisco Desktop Administrator
(CDA) and Cisco Supervisor Desktop (CSD) installed in a class lab.
Agent Agent Workstation. This VM machine configuration is 128 MB Memory, one 50

GB Hard Disk, CD-ROM, Ethernet, and USB Controller. It will be installed with Windows
2000 Professional with SP4. This VM will have the Cisco Agent Desktop (CAD) installed in
a class lab.
ParentICM ICM SPRAWLER. This VM machine configuration is 512 MB Memory, one

50 GB Hard Disk, CD-ROM, Ethernet, and USB Controller. It will be installed with
Windows 2003 Server Standard Edition with SP1. Install, SQL 2000 Server with SP4. This
server is an Domain Controller (ICM.trng)/ICM Sprawler that has RouterA, LoggerA,
DAW, HDS, WVS. During a class lab, an IPCC Enterprise Gateway PG will be installed to
connect to the Child SIPCC that is built during this class.
Lab Equipment Configuration

This equipment configuration information is necessary for initial setup of the lab configuration
for each station or pod.
One LABHost server.
Three Cisco IP Phones 7960 or 7940 (or Communicator)
One 8-port switch with necessary Cat5 cables.
Network Layout
Each IPCCE Student Pod consists of:
9503
10.10.10.71
10.10.10.31
IPCCE
CCMIPIVR
9502
9501
IPCC Sprawler
Co-Resident
CallManager /IPIVR
** Your Instructor will make you aware of any differences
Each SIPCC Student Pod consists of:

10.10.10.31
10.10.10.100
10.10.10.21
10.10.10.91
CCMIPIVR
DCDNS
SYSIPCC
IPCCDialer
9502
9501
Co-Resident
CallManager /IPIVR
CADSrvr
Domain Controller
Supervisor
System IPCC
Sprawlewr
Outbound Controller
Agent
ParentICM
9503
Cisco Agent Desktop

Server
10.10.10.81
Supervisor
Workstation
10.10.10.62
Agent Workstation
10.10.10.63
Parent ICM Sprawler
10.10.10.111
** Your Instructor will make you aware of any differences
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General Lab Setup

This information details the procedure to set up and configure the lab equipment.
Step 1
Note
16
Set up LABHost Server with Operating System.
XP Professional SP2 was chosen for better memory management capability over Windows 2000
Server. VMware works more efficiently when multiple Virtual Machines (VMs) are loaded on
separate physical drives.
Step 2
Load VMware Workstation on LABHost.
Step 3
Create individual virtual machines (VMs) for each server needed. Set up required
RAM.
Step 4
Load each VM machines OS, Load, VMware Tools, configure, and setup as
appropriate.
Installing Software
This topic details the lab activity for installing Operating Systems and additional third party
software. This is a basic list of software installation steps needed to set up the base machines
prior to installing the ICM. Depending on your Lab topology all steps may not be required.
Examples: you are using physical machines verses using VMware, or your Domain
Controller/DNS server is on a separate server.
Objectives
You will complete these tasks in this lab:
Install VMware Workstation 5
Installing Windows Server 2003 Standard Edition with SP1.
Promoting Server to Domain Controller and Installing Active Directory
Additional Server settings
Installing SQL 2000 Server with SP4.
Setting up DNS.
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Installing VMware Workstation 5 on LABHost Server

This information details the procedure to install VMware on the host server. You will need one
VMware license for each user.
Note
Note
Step 1
The LabHost Server should already be set up with a base Operating System and
miscellaneous third party software (Virus detection, Acrobat reader, Disk
Defragmenter, VNC, etc.).
Step 2
Log in to the host server as a local administrator to install VMware Workstation 5.
Step 3
If you are installing from a VMware CD, run Setup.exe. If you are installing from a
downloaded file, run the installer (the filename is similar to
VMwareWorkstation-<xxxx>.exe, where <xxxx> is a series of numbers
representing the version and build numbers.
Step 4
At the Welcome screen, click Next.
Step 5
At the License Agreement screen, select Yes, I accept the terms in the license
agreement. Click Next.
Step 6
Accept the default directory for install location. Click the Change button to specify
another location. Click Next.
Step 7
At the Configure Shortcuts screen, remove any shortcuts you do not want. Click
Next.
If the installer detects that the Windows CD-ROM autorun feature is enabled, you see a message
that gives you the option to disable this feature. Disabling autorun prevents undesirable interactions
with the virtual machines you install on this system. Disable the autorun feature.
Step 8
At the Ready to install the program, click Install. The installer begins copying
files to your computer.
Step 9
At the Registration Information screen, enter your Name, Company Name, and
serial number. Click Finish. (Your serial number is on the registration card in your
package).
If you skip this step, you must enter your serial number later, before you can power on a virtual
machine.
Step 10
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Reboot now to allow VMware Workstation to complete the installation correctly.
Creating a New Virtual Machine

This information details the procedure to create a new virtual machine in VMware.
Step 1
Start up VMware Workstation by clicking on the desktop shortcut.
Step 2
Select File >New >Virtual Machine to start the New Virtual Machine Wizard.
Step 3
At the Welcome to the New Virtual Machine Wizard screen, click Next.
Step 4
At the Select the Appropriate Configuration screen, select Typical. Click Next.
Step 5
At the Select a Guest Operating System, select Microsoft Windows and using the
drop down list, select the Version for the virtual machine you are
creating(Windows Server 2003 Standard Edition for DCDNS and CSOPD1AW1,
Windows 2000 Server for CCM1 and CRS1, Windows 2000 Professional for
Agent1).
Step 6
At the Name the Virtual Machine screen, type in the name for this virtual machine
(DCDNS1) and set the location for the virtual machine files. Click Next.
Tip
Note
It is a recommended that you create a folder called My Virtual Machines on C_Drive and
D_Drive. You can balance your virtual machines across both of your physical drives for
efficiency. It is not recommended to put al the virtual machines on one physical drive.
Step 7
At the Network Type screen, select Use bridged networking. Click Next.
Step 8
At the Specify Disk Capacity screen, set the maximum capacity to 50 GB, and do
not allocate, but it is advisable to split the disk files into 2GB size. Click Finish.
This allows the virtual machine (VM) to expand up to the maximum as you install programs and
data to the virtual drive. Allocating space now, will need the specified disk size to be used up on the
host machines physical disk drive. By not allocating space now, you can use a 100 GB physical
disk on the host and install five different virtual machines (VMs) set to 50 GB each and allowing
them to grow. Each virtual machine (VM) drive might be using between 3 GB and 10 GB of actual
space. If you allocate space now, you would only be able to install one virtual machine (VM) at 50
GB because the host is also using files on the physical drive. There is not enough space to add the
second virtual machine (VM) at 50 GB.
Step 9
In the VMware Workstation screen, the virtual machine (VM) you just created will
appear with the name you specified on the tab. The current devices of the virtual
machine are listed. You will need to edit your settings before powering on.
Step 10
Click on Edit the virtual machine settings. In the Hardware tab, set the required
Memory by adjusting the slide bar. Keep in mind that the host machine will use a
portion of the total as well as each of your other virtual machines (VMs).
Step 11
To add a second virtual disk (D), click the Add button. The Add Hardware Wizard
will start. Click Next.
Step 12
Select Hard Disk. Click Next.
Step 13
Select Create a new virtual disk. Click Next.
19
Note
Note
20
Step 14
For Virtual Disk Type, select SCSI. Click Next.
Step 15
Set Disk Capacity to maximum desired size. (50 GB). Do not allocate now or split
disk. See Note at step 8.
Step 16
At the Specify Disk file screen, confirm your disk size and file name, then click
Finish.
Once the virtual machine (VM) is loaded with your Operating System, this virtual D_Drive will
appear as an unformatted drive in your system. You will need to format the virtual D_Drive the
same as you would any normal physical drive.
Step 17
Insert your Operating System Release CD into the LABHost DVD/CD-ROM and in
the VMware Workstation, with the tab of the new virtual machine (VM) selected,
click on the green Arrow button to start your virtual machine.
Step 18
From this point install your Operating System as you would on a physical computer.
You will be using Ctrl+Alt+Insert in VMware instead of Ctrl+Alt+Delete to log in after booting up.
Step 19
After installation of your Operating System, install VMware Tools to enhance your
virtual machine (VM).
Step 20
Return to Edit the virtual machine settings. In the Hardware tab, Select the CDROM device. In Device status, uncheck the box for connect at power on.
Step 21
You can reconnect the specific virtual machine (VM) CD-ROM you are working on while it is
running to install software or other any other use. If left to connect at power on, all the running
virtual machines may autorun and start to install the same software.
Installing Windows 2003 Server

This information details the procedure to install the operating system to the virtual machine
(VM).
Note
Note
Step 1
Power on the server and insert the Windows 2003 Server Install CD into the
CDROM.
Step 2
Choose Windows Server 2003 Enterprise Edition (A), or
Step 3
Choose Windows Server 2003 Standard Edition (B).
Step 4
Windows 2003 Setup will load the initial files needed for installation.
Step 5
At the Windows Server 2003 Setup, Standard Edition Setup screen, press Enter.
Step 6
Review and if acceptable, agree to the license agreement by pressing F8.
If you had a previous load of Windows 2003 Server installed on this server, you might get a
message asking if you would like to repair the drive. Press Esc to continue and not repair. You are
going to do a new install.
Step 7
Follow the instructions to delete all existing disk partitions. The exact steps will
differ based on the number and type of partitions already on the computer. Continue
to delete the partitions until all disk space is labeled as Unpartitioned space.
Step 8
When all disk space is labeled as Unpartitioned space, press C to create a partition
in the unpartitioned space.
Step 9
If your server has a single disk drive, split the available disk space in half to create
to different partitions. Delete the total space default value. Type in the value of your
first disk partition space at the Create partition size (in MB) prompt. If your
machine has two disk drives, type in the total size of the first drive at this prompt.
When using virtual machines (VM), specify 50 GB as a minimum and allow it to grow. This will use
minimal space and expand the disk usage up to the total 50 GB as you add data to the drive.
Step 10
After the New (Unformatted) partition(s) are created, select the first partition and
press Enter.
Step 11
Select Format the partition using the NTFS file system (the default selection) and
press Enter.
Windows Server 2003 Setup formats the partition and then copies the files from the Operating
System Installation CD to the hard drive. The computer restarts and the Windows Server
Installation Program will continue.
Continuing the Installation
This procedure continues the installation with the Windows Server 2003 Setup Wizard.
The Windows Server 2003 Setup Wizard appears then detects and installs devices. This can
take several minutes and during the process your screen may flicker.
21
Note
Step 12
In the Regional and Language Options dialog box, make the changes required for
your locale (typically, none are required for the United States). Click Next.
Step 13
In the Personalize Your Software dialog box, type Training in the Name box
and type Your Company Name in the Organization box.. Click Next.
Step 14
Type the Product Key (found on the back of your Windows 2003 CD case) in the
text boxes provided. Click Next.
Step 15
In the Licensing Mode dialog box, select Per Device or Per User or the
appropriate licensing mode for your organization. Click Next.
Step 16
In the Date and Time Settings dialog box, correct the current date, time, and time
zone settings as necessary.
Step 17
In the Computer Name and Administrator Password dialog box, type the new
computer name IPCCE or DCDNS in the computer name box and the
Administrator password training in the password box. Click Next.
Step 18
In the Networking Settings dialog box, select Custom Settings, then double-click
on Internet Protocol and enter the IP address of this machine. Click OK, click
Next.
Step 19
In the Workgroups or Computer Domain dialog box, No is selected by default.

Keep the default Workgroup. Click Next.
A domain name could be specified at this point, but this guide uses dcpromo to enter the
Configure Your Server Wizard to create the domain at a later time
Windows 2003 Server installation continues and configures the necessary components. This
takes a few minutes.
The server restarts and the operating system loads from the hard drive
22
Step 20
When the machine re-boots, log in and go to Control Panel >Add or Remove
Programs >Add / Remove Windows Components.
Step 21
At Windows Components Wizard, select Management and Monitoring Tools,

click Details. Check the boxes to select Network Monitor Tools, Simple Network
Management Protocol (SNMP), and WMI Windows Installer Provider.
Step 22
If this server will host WebView or ICM Multi-Channel Option, at the Windows
Components Wizard, select Application Server, click Details. Check the box for
Internet Information Services (IIS). Click OK.
Step 23
If this VM server is also going to be the domain controller, at the Windows

Components Wizard, select Networking Services, click Details. Check the box
for Domain Name System (DNS). Click OK
Step 24
When you have completed making choices are complete, click Next.
Step 25
When you reach the Completing the Windows 2003 Setup Wizard, remove the
Installation CD from the CDROM drive and click Finish.
Step 26
Right click on My Computer, select Disk Management. Select CD/DVD-Rom 0.

Right click and Change Drive Letter and Paths. Change the CD drive to Z.
Step 27
Also in Disk Management, format the second disk drive if added. Select the Disk1
unallocated partition. Right click, select New Partition. When the wizard opens,
click Next. Select Primary partition, the click Next. Enter the partition size, click
Next. Assign drive letter D and format as NTFS. Give a volume label and check the
box for Perform a Quick format. Click Finish. The disk will be formatted and
show as Healthy when formatting finishes.
Step 28
Install VMware Tools.
Tip
After installing Windows Server 2003, the password complexity requirements were disabled
for classroom use only. This allows us to create a user called student who is given a
password of training and Administrator privileges for each of the virtual machine (VM)
machines. This student login will used to log in to every virtual machine (VM) unless
specified otherwise by the Instructor. You will need to give student permissions as domain
admin also on the Domain Controller.
23
Installing Windows 2003 Server Service Pack 1

This information details the procedure to install SP1 to Windows 2003 Server.
Step 1
Locate the Service Pack 1 install file WindowsServer2003-KB889101-SP-x86ENU.exe.
Step 2
Double-click to open WindowsServer2003-KB889101-SP-x86-ENU.exe
Step 3
The files will extract. At the Welcome To Windows Service Pack Setup Wizard,
click Next.
Step 4
Agree to the License Agreement, and click Next.
Step 5
This is a fresh install, so check Do Not Archive Files, and click Next. This will take
a few minutes while the Service Pack updates your system.
Step 6
At the Completing the Windows 2003 Service Pack Setup Wizard screen, click
Finish. The virtual machine (VM) will then reboot.
Disable the Shutdown Event Tracker Service

This information details the procedure to disable the Shutdown Event Tracker Service on
Windows 2003 Server.
24
Step 1
Go to Start >Run and type in gpedit.msc in the open text box. Click OK.
Step 2
In the Group Policy Object Editor window, go to Computer Configuration

>Administrative Templates >System folder.
Step 3
Double-click the Display Shutdown Event Tracker.
Step 4
Select Disabled, and click OK. Close the Group Policy Object Editor window.
Step 5
Go to Start >Run and type in gpupdate in the open text box. Click OK to refresh
the group policy on the affected servers.
Configuring the Server as a Domain Controller

This information details the procedure to promote the Workgroup server to be the Domain
Controller and install Active Directory on the Windows 2003 Server.
Note
Before continuing, make sure you have a Network card installed, IP address configured, and
connected.
Step 1
When the Windows 2003 Configure Your Server page appears, select I will
configure this server later, click Next. Uncheck the box for Show this screen at
startup. Close the Configure Your Server page.
Step 2
Go to Start >Run and type in dcpromo in the open text box. Click OK.
Step 3
At the Active Directory Installation Wizard Operating System Compatibility

screen, click Next.
Step 4
In the Domain Controller Type sceen, select Domain controller for a new
domain. Click Next.
Step 5
In the Create New Domain dialog window, select Create a new: domain in a new
forest. Click Next.
Step 6
In the New Domain Name dialog window, in the Full DNS name for new domain
box type in your_domain (SIPCC.trng or IPCCE.trng). Click Next.
Step 7
In the NetBIOS Domain Name dialog window, in the Domain NetBIOS name
box, type NetBIOS_name (SIPCCor IPCCE) of the domain.
Step 8
In the Database and Log dialog window, accept the defaults. Click Next.
Step 9
In the Shared System Volume dialog window, accept the defaults. Click Next.
Step 10
In the DNS Registration Diagnostics screen, select Install and configure the DNS
server on this computer, and set this computer to use this DNS server as the
preferred DNS server. Click Next.
Step 11
In the Permissions dialog window, select Permissions compatible only with

Windows 2000 or Windows Server 2003 operating systems. Click Next.
Step 12
In the Directory Services Restore Mode Administrator Password dialog window,

enter a password as training. Click Next.
Step 13
In the Summary dialog window, review the options you selected. Click Next.
Step 14
This process will take a few minutes. At the Completing the Active Directory
Installation Wizard page, click Finish. You will be prompted to Restart Now.
Select Restart Now to reboot the VM machine
25
Raising the Domain Functional Level

This information details the procedure to raise the functional level of the Domain.
Note
By default, the functional level of a Windows Server 2003 domain is Windows 2000 mixed. Active
Directory on Windows 2003 requires the domain functional level to be Native Mode. When the
domain is set to native mode, Universal security groups, group nesting, and SID history capabilities
are available.
Step 1
On the Domain Controller, Start >All Programs >Administrative Tools >Active

Directory Domains and Trusts.
Step 2
In the console tree, right-click the domain for which you want to raise functionality
(ICM1.trng), then click Raise Domain Functional Level.
Step 3
The current domain functional level is displayed (Windows 2000 mixed). Use the
drop down list to select the domain functional level to raise to (Windows 2000
native), then click the Raise button.
Step 4
The new domain functional should be displayed as Windows 2000 native.
Creating a user account in the Domain

This information details the procedure to create a user account a server to be the ICM1 domain
26
Step 1
On CSOICM1AW1, click on Start >Administrative Tools >Active Directory

Users and Computers.
Step 2
Expand ICM1.trng and right-click the User folder, select New, then click on User.
Step 3
Enter a User Logon name and Last name as student. Lick Next.
Step 4
Enter in the password as training then confirm the password.
Step 5
Uncheck the box for User must change password at next logon
Step 6
Check the box for User cannot change password.
Step 7
Check the box for Password never expires, then click Next
Step 8
Click Finish to create this user.
Step 9
For this training class the policy for Password must meet complexity requirement
has been Disabled. We will create the User account student with password training
for each machine in the training class.
Step 10
Double click on the student user account you just created to open the properties.
Step 11
Select the Member Of tab and click the Add button. Click the Advanced button
then click the Find button. Select the Administrators and Domain Admins for this
user, then click OK, then click OK again, then OK again. Close the Active directory
Users and Computers window.
Joining a Server to the Domain

This information details the procedure to join a server to be the ICM1 domain .
Note
Before continuing, make sure you have the DCDNS1 (Domain Controller) powered up and running,
the additional settings completed, and the CSOICM1AW1 (ICM Sprawler) installed with base
Operating System loaded with additional settings completed. including IP address configured, and
connected.
Step 1
On SYSIPCC, right click on My Computer, select Properties.
Step 2
Click on Computer Name tab (Windows Server 2003, Network Identification tab in
Windows 2000 Server).
Step 3
Click the Change button (Windows Server 2003, Properties button in Windows
2000 Server).
Step 4
In the Member of box, check the radio button for Domain and type in the name of
the domain you are joining to (SIPCC.trng)
Step 5
At the Domain Username and Password, enter a domain administrator name and
password (user = student, pwd = training)
Step 6
A Network Identification dialog box opens saying Welcome to the SIPCC.trng

domain. Click OK.
Step 7
A Network Identification dialog box opens informing you that you must reboot
this computer for the changes to take effect. Click OK.
Step 8
ReBoot this VM.
Step 9
When now logging in to this virtual machine, log in as a domain user by

Ctrl+Alt+Insert, click the Options button, to show the Log on to: window and
using the drop down, select SIPCC domain.
27
Configuring DNS on a Forest Root Domain Controller

This information details the procedure to configure the DNS server on the VM machine..
28
Step 1
Click Start >All Programs >Administrative Tools >DNS.
Step 2
Expand the Hostname tree.
Step 3
Select the machine name. Right click and select Properties.
Step 4
On the Interfaces tab, select Listen on Only the following IP addresses and
remove all but the visible machine address. Click OK.
Step 5
Complete the configuration of AD Integrated Forward and Reverse Lookup Zones
Select the ICM Domain zone name under Forward Lookup Zones, right click
and select Properties.
On the General tab, for Dynamic updates select Secure only from the drop
down list and click OK.
Only use the Zone Transfers tab when there is a Trust between this domain and
another domain. (P.26 of Staging Guide for Cisco ICM/IPCC Enterprise and
Hosted Editions Release 7.0
Step 6
Under the Server Name (DCDNS or IPCCE), right click on Reverse Lookup
Zones and select New Zone.
Step 7
At the Welcome to New Zone Wizard screen, click Next.
Step 8
At Zone Type, select Primary zone and leave the box checked for Store the zone
in Active Directory. (Available only if DNS server is a domain controller). Click
Next.
Step 9
At Active Directory Zone Replication Scope, select how you want the zone data to
be replicated. (Default is To all domain controllers in the Active Directory
domain your.domain (SIPCC.trng). Click Next.
Step 10
At Reverse Lookup Zone Name, type in the Network Id (x.x.x). Click Next.
Step 11
At Dynamic Update, accept the default Allow only secure dynamic updates. Click
Next. Then click Finish.
Step 12
Repeat steps 13 and 14 below for each ICM Domain Reverse Lookup Zone.
Step 13
Select the Zone name under Reverse Lookup Zones. Right click and select
Properties.
Step 14
On the General tab, for Dynamic updates select Secure only from the drop down
list. Click OK.
Step 15
Manually Complete the DNS Host and PTR records.
Manually enter the hostnames for the machines that house ICM nodes, as well as
all NICs and Peripherals (ACDs / IVRs) for which the ICM requires hostname
resolution into the appropriate DNS Forward Lookup Zone.
Add all ICM hostnames (visible, visible high, private, private high, SAN, etc)
and their associated IP addresses.
Step 16
On the DNS server, right click the Forward Lookup Zone name (SIPCC.trng) and
select New Host. (The hostname of the Root Domain Controller is already in the
file).
Step 17
Add the new hostname and associated IP address. Check the box to create an
associated PTR record (Reverse Lookup Zone record).
Step 18
Select the Add Host button. A DNS dialog box opens informing you that The host
record (hostname.SIPCC.trng) was successfully created. Click OK to close the
window.
Step 19
Continue entering your hostname records.
Examples for Host Entries:

DCDNS
10.10.10.100
SYSIPCC
10.10.10.21
CCMIPIVR
10.10.10.31
SUPERVISOR
10.10.10.62
AGENT
10.10.10.63
IPCCE
10.10.10.71
CADSRVR
10.10.10.81
IPCCDIALER
10.10.10.91
29
Installing Microsoft SQL Server 2000

This information details the procedure to install SQL Server 2000 on the virtual machine (VM).
ICM uses Microsoft SQL Server for the Central Controller and Admin Workstation databases.
Note
30
Step 1
Create a Domain User account SQLServicesAcct with password training prior

to installing SQL Server 2000.
Step 2
Insert the media to be used for installation.
Step 3
Connect the CDROM on the virtual machine (VM) for CSOICMxAW1.
Step 4
Select SQL Server 2000 components.
Step 5
Select Install Database Server.
Step 6
At SQL Server 2000 warning screen note that SQL Server 2000 sp2 and below are
not supported by Windows Server 2003. Please apply sp3 after installation of SQL
Server 2000. Click continue.
We will be installing SQL 2000 Server SP4
Step 7
At the Welcome screen, click Next.
Step 8
At the Computer Name screen keep the default Local Computer. Click Next.
Step 9
At the Installation Selection screen, accept the default Create a new instance.
Click Next.
Step 10
Enter the User information (should be there by default). Click Next.
Step 11
Select Yes to agree to the Software License Agreement and continue.
Step 12
Enter the CD Key for your license. Click Next.
Step 13
At the Installation Definition screen, accept the default (Server and Client Tools).
Step 14
At the Instance Name screen, accept the default. Click Next.
Step 15
At the Setup Type screen, select Custom. Click Next.
Step 16
At the Select Components screen, uncheck Install Books Online. Click Next.
Step 17
At the Service Accounts screen, select Use the same account for each service.
Auto start SQL Server Service. Select Use a Domain User account and enter the
username SQLServicesAcct password training and Domain ICM1.
Step 18
At the Authentication Mode screen, select Windows Authentication Mode. Click

Next.
Step 19
At the Collation Settings screen, select Collation designator (Latin1_General is

displayed). Check the radio button for Binary in Sort Order. Leave the rest of the
screen as default. Click Next.
Step 20
At the Network Libraries screen, uncheck all choices except Named Pipes and
TCP / IP Sockets (default setting). Click Next.
Step 21
Click Next to start copying files.
Step 22
At Licensing Mode screen, select your licensing mode. Select per seat set to at
least 50 devices to prevent running out of licenses. Click Continue.
Step 23
Set up will continue until complete. When complete, click Finish. Reboot the
virtual machine (VM) and install the appropriate Service Pack.
Installing Microsoft SQL Server 2000 Service Pack 4

This information details the procedure to install the SP4 for SQL Server 2000 on the virtual
machine (VM).
Step 1
Using Windows Explorer, open the SQL Server 2000 SP4 release media.
Step 2
Double click on SQL2000-KB884525-SP4-x86-ENU.exe file. This will extract the

files to the listed folder. Click Next to create the folder and extract the files. Click
Finish when the InstallShield Wizard completes.
Step 3
Using Windows Explorer, go to the local C: drive and open the folder SQL2KSP4
and double click on setup.bat.
Step 4
At the Welcome screen click Next.
Step 5
Click Yes to accept the License Agreement.
Step 6
At the Instance Name screen click Next.
Step 7
At the Connect to Server screen, accept the Windows Authentication default.

Click Next.
Step 8
At SA Password Warning screen, enter and confirm a password training. Click

OK.
Step 9
At the Backward Compatibility Checklist screen check the box to Upgrade

Microsoft Search and apply SQL Server 2000 SP4 (required). Click Continue.
Step 10
At the Error Reporting screen, leave the Automatically send box unchecked.
Click OK.
Step 11
At the Start Copying Files screen, click Next. This will take a while.
Step 12
At the screen informing you to back up your Master and msdb databases, click
OK.
Step 13
Click Finish to complete setup. Reboot the VM machine.
Step 14
After rebooting, verify the Enabled Protocols order is Named Pipes then TCP / IP
using the MS SQL Client Network Utility. (Start > All Programs > MS SQL
Server > Client Network Utility).
31
Additional Settings: Screen Resolution

This information details the procedure to configure the screen resolution. The ICM
Administrative Workstation requires a minimum resolution of 1024 x 768 for the tools to be
displayed properly.
Step 1
Right-click on the desktop. Select Properties.
Step 2
Select the Settings tab.
Step 3
Move the Screen resolution slider to 1024 x 768 pixels (minimum).
Step 4
Change the Color Quality to Medium (16 bit)
Step 5
Apply to save the changes. Click OK.
Additional Settings: Command Prompt

This information details the procedure to configure the Command Prompt. The default
command prompt window is too small to display ICM logs and processes information.
Step 1
Right-click on the desktop. Select New >Shortcut..
Step 2
Type in cmd.exe for the location.
Step 3
Type in Command Line Prompt for the name. Click Finish.
Step 4
Double-click the new icon for the Command Line Prompt shortcut to open the
command line window.
Step 5
Right-click on the blue colored Title bar. Select Properties. Select Layout tab.
Step 6
Change the Screen Buffer Size Width to 200.
Step 7
Change the Screen Buffer Size Height to 9999.
Tip
32
Select Colors tab, select the Screen Text button, choose bright green to make the text
more easily readable.
Step 8
Click OK to apply.
Step 9
At the Apply Properties To Shortcut dialog window, check the button to Modify
shortcut that started this window. Click OK.
Additional Settings: Event Logs

This information details the procedure to modify the Event Log properties. If an Event Log fills
up, it could have detrimental effect on the system..
Step 1
Go to Start >All Programs >Administrative Tools >Event Viewer.
Step 2
Select the specific log file. Right-click, select Properties.
Step 3
Change the settings for System, Security, and Application logs.
Step 4
Set Maximum Log size = 8192 KB
Step 5
Set Event Log Wrapping = Overwrite Events as Needed
Step 6
Make the changes to all three event logs. Select Apply and OK for each event log.
Step 7
Exit or close the Event Viewer.
Additional Settings: Windows Explorer

This information details the procedure to modify the Folder Options for Windows Explorer.
Step 1
Right-click on Start, select Explore.
Step 2
Select Tools >Folder Options >View.
Step 3
Uncheck the box to Hide file extensions for known file types.
Step 4
Uncheck the box to Show My Documents on the Desktop.
Step 5
Uncheck the box to Display the full path in the title bar.
Step 6
Check the box to Display the full path in the address bar
Step 7
Click Apply, click OK to exit.
33
Additional Settings: System Settings

This information details the procedure to modify the System settings properties.
Note
Step 1
Right-click on My Computer. Select Properties >Advanced tab.
Step 2
In the Startup and Recovery box, click the Settings button.
Step 3
Set Time to display list of operating systems: to 3 seconds.
Step 4
Leave Send an administrative alert and Automatically restart checked
Step 5
Click OK.
Step 6
In the Performance box, click the Settings button.
Step 7
Select the Advanced tab.
Step 8
In the Virtual Memory box, select Change to modify settings.
For Paging File Size
If the server has less than 2 GB of RAM, set the Initial size (MB) to RAM x 1.5 (for example: 512 MB
RAM would be 512 x 1.5 =768 Initial Paging size up to 2048 MB).
Set Maximum Size (MB) to Initial size x 2 (for example: 768 Initial Paging File size would be 768 x 2 =
1536 Maximum Paging File size up to 2048 MB).
If the server has more than 2 GB of RAM, set the Initial Size and Maximum size to 2048 MB
34
Step 9
Modify your settings as required.
Step 10
At the Virtual Memory window, click the Set button
Step 11
Click OK to close the Virtual Memory dialog box, click OK to close the
Performance Options window. One more time, click OK to close the System
Properties window.
Step 12
When prompted, Do Not reboot, yet. We will reboot after finishing the additional
Settings
Additional Settings: Internet Explorer

This information details the procedure to modify the Internet Explorer properties.
Step 1
Click on the Connect to the Internet icon.
Step 2
Select the radio button for I want to set up the connection manually, or through a
LAN. Click Next.
Step 3
Select the radio button for I want to connect through a LAN. Click Next.
Step 4
At the Proxy screen accept the defaults. Click Next.
Step 5
Click NO, Do not set up an internet mail account. Click Next.
Step 6
Click Finish.
Step 7
When Internet Explorer (IE) opens, close the Work Offline window.
Step 8
Select Tools > Internet Options > General tab.
Step 9
For the Home page Address, click the button to Use Blank. (or use the default
res://shdoclc.dll/hardAdmin.htm to display the Internet Explorer Enhanced
Security Configuration is Enabled screen).
Step 10
Apply, then OK, and close the Internet Explorer.
35
Teardown and Restoration

This topic describes how to tear down and restore the equipment that is used in the course.
36
Step 1
On each virtual machine, revert back or go to each Classroom Start Snapshot.
Step 2
Now you are ready for the next class to start.

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IPCCE

Course Administration Guide

Course Instruction Details

Install necessary software used for student pods.

The secondary audience for this course is as follows:

Any other individuals responsible for:

Designing and Implementing the IPCC configuration

Designing And monitoring IPCC scripts

Designing and generating IPCC reports

Learner Skills and Knowledge

Microsoft Active Directory

Microsoft Windows 2003 Server

Microsoft SQL 2000

Internet Protocol Contact Center Product Training (IPCCPT) v7.0 CAG

Copyright 2006, Cisco Systems, Inc.

Course Instruction Details

ICM Product Training Part 1 and Part 2

IP Contact Center Enterprise v1.0

Submit questions concerning instructor certification to icad@external.cisco.com.

Classroom Reference Materials

IP Contact Center Enterprise Student Guide Volume 1

IP Contact Center Enterprise Lab Guide Volume1

IP Contact Center Enterprise Student Guide Volume 2

IP Contact Center Enterprise Lab Guide Volume2

Recommended class size is twelve students

Copyright 2006, Cisco Systems, Inc.

Course Administration Guide

IPCCE Course Outline Volume 1

Internet Protocol Contact Center Product Training (IPCCPT) v7.0 CAG

Copyright 2006, Cisco Systems, Inc.

Lesson 7 and LAB Module 7: ICM Configuration

Copyright 2006, Cisco Systems, Inc.

Course Administration Guide

Lesson 10 and LAB Module 10: Translation Route Wizard

Internet Protocol Contact Center Product Training (IPCCPT) v7.0 CAG

Copyright 2006, Cisco Systems, Inc.

IPCCE Course Outline Volume 2

Copyright 2006, Cisco Systems, Inc.

Course Administration Guide

Lesson 7 and LAB Module 7: CAD Workflow

Internet Protocol Contact Center Product Training (IPCCPT) v7.0 CAG

Copyright 2006, Cisco Systems, Inc.

For Classes with Internet Access

For Classes Without Internet Access

To View Evaluation Results

Evaluation Retrieval Tool

Class Evaluation Summary Report

4. Search for and select the appropriate class.

Copyright 2006, Cisco Systems, Inc.

Course Administration Guide

Hardware and Software Requirements

General Lab Setup

Installing VMware Workstation 5

Installing Windows 2003 Server

Installing Windows 2003 Server SP1

Disable the Shutdown Event Tracker

Configuring the Server as a Domain Controller

Joining a Server to the Domain

Configuring DNS on a Forest Root Domain Controller

Installing Microsoft SQL Server 2000

Installing Microsoft SQL Server 2000 SP4

Teardown and Restoration