Unified Contact Center Enterprise (UCCE)

and Customer Voice Portal (CVP) Installation

Configuration and Deployment Guide

Introduction Document Structure Prerequisites Related Products Background Information

Preparing the Environment Hardware Components Software Components Important Note
Installing and Configuring CUICM SPRWALER Environment Sprawler Server Preparation
System Information Active Directory and DNS Server Installation Microsoft SQL 2000
Server Installation SQL Service Pack 4 Installation Raise Domain Controller Domain and
forest functionality Install WMI Windows Installer Provider on the CUICM Server Create
JTAPI User in CUCM Deployment of Various Contact Center Enterprise Components
ICM Router and Logger Installation and Configuration Administrative Workstation (AW)
Installation and Configuration PG and CTIO Server Installation and Configuration AW
Configuration Manager Setting for Contact Center ICM Scripting CVP Installation and
Gateway Configuration

Introduction

This document focuses on installation configuration and deployment of a complete end to

end UCCE and CVP based solution. The CVP is being used in comprehensive mode and
provides IVR, Call Control and Queuing functionalities.

The example used in this deployment guide was based on a setup that is conducted in a
laboratory (LAB) or non-prodcution environment and is not supported in a live network. But
the concepts, design techniques and guidelines can be extended to setup a complete CVP
based UCCE solution

This document can also be used as a quick reference and troubleshooting guide for CUCCE
field engineers, users and administrators.

Document Structure

This document provides information to help you understand and configure the Cisco Unified
Contact Center Enterprise Solution with Customer Voice Portal in a laboratory environment.
The aim of writing this document to provide complete and consice information in one
document to the readers who are planning to learn, build or deploy CUCCE solutions.

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Note: This document only discusses SIP call flows.

Prerequisites

Cisco recommends that you should have knowledge of these topics:

• Cisco Unified Communication Manager (CUCM)

• Cisco Unified Intelligent Contact Management (CUICM)
• Cisco Unified Cisco Voice Portal (CUCVP)
• Cisco Voice Gateways

Related Products
This configuration can also be used with the following hardware and software versions.

• CUICM based solution without IVR

Background Information

When CUCM and CUICM are deployed together it makes Cisco Unified Contact Center
Enterprise solution. CUIVR or CUCVP are the two most commonly used IP IVR deployed for
queuing and call treatment. In this document CUCCE is deployed with the CUCVP

Preparing the Environment

Hardware Components

The following figure shows the hardware components of the IPCC laboratory system:

• Two Cisco 794x/796x/797x series IP phones as agent phones

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• One MCS-7825 Server for CUCM

One Server running Windows 2003 Enterprise Eidition for CUICM Enterprise Components
• Router
• Logger
• AW
• CUCM PG
• CVP VRU PG
• CTIOS Gateway or CTIO PG
• CTIO Server
Windows 2003 Enterprise Eidition based server running following CVP components
• CVP Call Server
• CVP Media Server
• Microsoft IIS Web Server
• Windows XP based agent PC
Cisco 3745 Router
• Ingress PSTN Gateway
• VXML Gateway
• PSTN Simulator (CUCME gateway with cross over T1 PRI cable connected to CVP Gateway could be
used)

Software Components
The following major software components are included in the Cisco IPCC system:

• Cisco IOS Software Releases 12.4(15)T1 Advance Enterprise Feature Set on CVP VXML Gateway
• Cisco Unified Communication Manager version 6.0.1
• Cisco Unified ICM version 7.2.4.0 Build 20349
• Cisco Unified CVP version 7.0(1)
• Cisco CTI Object Server 7.2 Build 09816
• JTAPI Gateway 7.2.4.0 Build 20349
• JTAPI Client version is CUCM bundled
• CTIOS Agent Desktop version 7.2.9816

The information in this document was created from the devices in a specific lab environment.
All of the devices used in this document started with a cleared (default) configuration. If your
network is live, make sure that you understand the potential impact of any command.

Important Note
This document focuses on installation configuration and deployment of a complete end to end UCCE and CVP based solution

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Installing and Configuring CUICM SPRWALER

Environment
For a laboratory setup, you can choose to install all of the CUICM software as a sprawler;
that is, you can install all the components on one server. We will be installing the following
components on a single MCS 7845 Server

SPRWALER stands for Router, Logger, PG and AW on the same machine.

You must see Cisco ICM Staging Guide before installation

http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm70doc/microsf7/
icme70st.pdf

Sprawler Server Preparation

Name IP Address

sprawler-w2k3 192.168.93.130

cvp7 192.168.93.3

CUCM6 192.168.93.100

CTIOS Agent Desktop 192.168.93.248

CVP-VXML-GW 192.168.93.1

System Information
We are intalling the CUICM components on a MCS-7845 Server that is running Cisco IPT
Windows OS 2003 Enterprise Edition

Make sure that following services are started.

• DNS Service Required for AD

• Replication Service Required for AD

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• Task Scheduler Service Required for ICM Installation

• Install WMI Windows Installer Provider Required for ICM Router Installation
• NT LM Security Support Provider Required for AD
• File Replication Required for AD

For example for NT LM Security Support Provider service, you could see following screen

Active Directory and DNS Server Installation

The CUICM components Router, Logger, AW, PG and CTIOS Server must communicate
with the active directory server and join a domain. In this lab setup, the installation of the
Active Directory Domain Controller and DNS Server will be done on the same machine
called SPRAWLER, where all CUICM components will be installed

Welcome screen shows up

Install the Domain Controller and select the option to install DNS as part of DC installation

New Forest

Enter the full DNS name for the domain. The example in the Microsoft Installation wizard is
misleading and you should enter just the domain portion of FQDN. For example cisco.com
or vse.cisco.com

Enter the NetBIOS name. Selecting the domain name is important. Because AD Netbios
name is what will be used as a domain name.

Accept the default for the Active Directory database

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Again accept the deault seting for the SYSVOL folder

Install and configure DNS server

Set the permission as per the need and requirements

Set the password

AD installation will continue

DNS Server will be installed as part of the AD installation

Microsoft SQL 2000 Server Installation

Enter the SQL 2000 Server installation CD into the system and it will bring up the menu
options to install SQL. Select SQL server 2000 components

Install database on the local computer

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Install both server and client tools

Pick the default instance name

Choose the customer installation type

Use the local system account

Select Windows Authentication mode

From the following screen you must Latin1_general for Collation designator and Sort oder
should be Bunary

Select Named Pipes for network libraries

Select your desired mode for licenses

SQL Service Pack 4 Installation

Welcome screen

Authentication Mode

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In the following screen installation is going to ask you for the SA password. Make sure
you pick a password here and don't leave it blank. Otherwise system will pick a random
password for you later.

Backward compatibility checklist screen shows

Raise Domain Controller

Before we raise the Domain Controller it is important to understand some Microsoft Active
Directory terminologies here.

Domain and forest functionality

Domain and forest functionality, introduced in Windows Server 2003 Active Directory,
provides a way to enable domain- or forest-wide Active Directory features within your
network environment. Different levels of domain functionality and forest functionality are
available depending on your environment.

If all domain controllers in your domain or forest are running Windows Server 2003 and the
functional level is set to Windows Server 2003, all domain- and forest-wide features are
available. When Windows NT 4.0 or Windows 2000 domain controllers are included in your
domain or forest with domain controllers running Windows Server 2003, Active Directory
features are limited.

The concept of enabling additional functionality in Active Directory exists in Windows 2000
with mixed and native modes. Mixed-mode domains can contain Windows NT 4.0 backup
domain controllers and cannot use Universal security groups, group nesting, and security
ID (SID) history capabilities. When the domain is set to native mode, Universal security
groups, group nesting, and SID history capabilities are available. Domain controllers running
Windows 2000 Server are not aware of domain and forest functionality.

Domain functionality enables features that will affect the entire domain and that domain only.

Four domain functional levels are available:

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• Windows 2000 mixed (default)

• Windows 2000 native
• Windows Server 2003 interim
• And Windows Server 2003

By default, domains operate at the Windows 2000 mixed functional level.

The following table lists the domain functional levels and their corresponding supported
domain controllers.

Windows 2000 mixed (default) Functional Level

• Windows NT 4.0
• Windows 2000
• Windows Server 2003 family
Windows 2000 native Functional Level
• Windows 2000
• Windows Server 2003 family
Windows Server 2003 interim Functional Level
• Windows NT 4.0
• Windows Server 2003 family

Windows Server 2003 Functional Level

• Windows Server 2003 family

Once the domain functional level has been raised, domain controllers running earlier
operating systems cannot be introduced into the domain. For example, if you raise the
domain functional level to Windows Server 2003, domain controllers running Windows 2000
Server cannot be added to that domain.

From the Active Directory Domains and Trust, select the domain and then Raise Domain
Functional Level

Select the desired option based on your environment and need. The recommended setting
is Windows 2000 native for our setup.

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Install WMI Windows Installer Provider on the CUICM Server

Go to Control Panel and select Management and Monitoring Tools

Then enable WMI Windows Installed Provider. You might be prompted to provide Windows
2003 installation DVD/CDs

After completing all the system preparation steps we can move on to installation of CUICM
components

Create JTAPI User in CUCM

As this point it is good idea to create a user (for example jtapi) in CUCM and associate it
with the physical phones and CTI Route point. This CTI Route Point (541-764-3000) will be
used for calls that will be originated from CUCM IP Phones.

Make sure the phone is listed in the controller Devices list and permissions are correct

The jtapi user should be controlling the phone and the route point

Deployment of Various Contact Center Enterprise

Components
Due to the length of this document it is broken down into various chapters as follows

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ICM Router and Logger Installation and Configuration

Administrative Workstation (AW) Installation and Configuration

PG and CTIO Server Installation and Configuration

AW Configuration Manager Setting for Contact Center

ICM Scripting

CVP Installation and Gateway Configuration

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