Installation Guide for Cisco Unified Contact Center Management Portal Release 7.2(3) December 2007 Cor po ra te Headq uar ter s Cisco Syst em s, Inc. 170 West Tasman D riv e San Jo se, CA 95134-1706 USA htt p://ww w.cisco .
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
CONTENTS 1. Unified Contact Center Management Portal ..........................8 Overview......................................................................................................... 8 Primary Functionality.................................................................................... 8 Deployment Specifics ................................................................................... 9 Deployment Models...................................................................................
Application Server Component.................................................................. 19 Application Server Component Installation ............................................. 19 Web Server Component .............................................................................. 21 Web Server Component Installation ....................................................... 21 Configuring IIS ........................................................................................
6. Upgrading From a Previous Version ....................................44 Overview....................................................................................................... 44 Uninstallation ............................................................................................... 44 Installation.................................................................................................... 44 Configuration .............................................................................
PREFACE Purpose This document explains how to install the Unified Contact Center Management Portal components. Audience This document is intended for System Administrators with knowledge of their IPCC system architecture. SQL Server Database Administration skills are also an advantage.
Chapter 6, “Upgrading From a Previous Version” Explains how to upgrade from an existing installation of the Management Portal to the latest version without losing your data. Chapter 7, “Component Uninstallation” Describes how to remove the Unified Contact Center Management Portal platform from your servers.
1. UNIFIED CONTACT CENTER MANAGEMENT PORTAL Overview The Unified Contact Center Management Portal is a suite of components that form part of the Cisco IPCC Enterprise and Hosted Editions. The Unified Contact Center Management Portal serves three mutually supportive purposes: ■ It simplifies the operations and procedures for performing basic tasks such as Move/Add/Modify Agents, Skill Groups, Teams and other common administrative functions ■ It provides a common web user interface to the product set.
Audit Trails on configuration changes and usage In terms of configuration, the Unified Contact Center Management Portal differentiates between commissioning and provisioning. ■ ■ Commissioning consists of operations that install and initially configure a system of components. These operations are typically done by the Service Provider using existing setup and configuration tools.
Deployment Models N-Sided Replication In most deployments, the Unified Contact Center Management Portal should be installed on a dual sided basis to provide load balancing, resilience and high availability. For deployments that require layered security, such as internet facing environments, both sides are split across separate database servers and web/application servers by a demilitarized zone (DMZ).
2. INSTALLATION GUIDELINES AND REQUIREMENTS.
■ ■ ■ Open the Configure your Server Wizard In the Event Viewer, set the Application Log, Security Log and System Log to Overwrite events as needed On the C: drive of the Database Servers install SQL Server 2000 Enterprise Edition ■ When installing the SQL Server 2000 database application, Cisco recommends that you accept the default settings Install SQL Server using mixed-mode authentication and use local system for the SQL Server and SQL Agent startup accounts Install all the latest Service Packs for
Windows Components The following windows components are required for installation: ■ Microsoft Message Queuing ■ Microsoft Windows 2003 Application Server with ASP.NET components (IIS) Microsoft .NET Framework 1.1 This is required only on the Web Server, and is enabled as part of the Application server role configuration performed during the Windows 2003 installation Microsoft .NET Framework 2.
Note Prior to 2004, SQL Server 2000 Reporting Services was released separately from SQL Server 2000, though still covered by the SQL Server 2000 licence. More information on ordering SQL Server 2000 Reporting Services can be found at the Microsoft website: http://www.microsoft.com/sql/prodinfo/previousversions/rs/retailfulfillme nt.mspx Application ■ Windows Installer 3.1 ■ Microsoft .NET Framework 2.0 ■ Microsoft WSE 2.0 SP3 ■ Reporting Extensions ■ Windows Installer 3.1 ■ Microsoft .
3. COMPONENT INSTALLATION Planning Your Installation For dual-sided, or replicated, systems, it is recommended that a complete installation be performed on the Side A server followed by a complete installation on the Side B server. Once this is completed then the configuration (including replication), as detailed in Chapter 4, can be performed. It is recommended that you install the components in the order detailed in this installation guide.
Recording Your Settings During the installation procedure, there will be occasions where you need to record what settings you chose for later reference.
Note This does not install a new database component; it installs the database setup wizard. 4. When the installation is completed, click Finish When the InstallShield Wizard has completed, you can choose to install the database immediately or do so at a later date. If you wish to set up your database now, ensure that the Launch Management Portal: Database Setup checkbox is checked before clicking Finish.
Install a new database Installs a new database. You may maintain or delete a database by running the installer again and selecting the appropriate option 3. The fields on the Configure the Location of Data Files dialog window only need to be completed if you are using a custom installation of SQL Server. If you are not using a custom installation of SQL Server, ignore these fields Location When you select a File Group(s), its location is shown in this field.
1. Select the Reporting Extensions Component tab, click Run Test… to check for prerequisites (see page 15), and click Install 2. On the License Agreement dialog window: I accept the terms in the license agreement You must select this option before you can continue. In doing so you agree to be bound by the terms in the license agreement, and so you should read it thoroughly before accepting 3. Click Install 4.
'a chain is no stronger than its weakest link' shortens to 'acinstiwl', which can be turned into a password 'AC1n5t1WL'. 3. On the Application Server Location dialog window: Side A / Side B / Standalone Select the option that corresponds to the side which you are installing. If the Application Server is being installed on a single sided platform (one that uses one server for all components) select the Standalone option 4.
9. When the installation has completed, click Finish Web Server Component This section details how to install and configure the Unified Contact Center Management Portal Web Server component. Web Server Component Installation To install the Unified Contact Center Management Portal Web Server component, select the Web Server Component tab, click Run Test… to check for prerequisites (see page 15), and click Install. Go through each step in turn. As you go, you will need to enter the following details: 1.
Provisioning Server Component This section describes guidelines for installing the Unified Contact Center Management Portal Provisioning component. Provisioning Server Component Installation Note The Provisioning Server component must always be installed on the server(s) hosting the Database component. Caution You must have Administrator rights on the target server and advanced user rights for Logon as a service.
Data Import Server Component Data Import Server Component Installation Note In this release, the Data Import Server component must be installed on the server hosting the Database Component. To install the Unified Contact Center Management Portal Data Import Server component, select the Data Import Server Component tab, click Run Test… to check for prerequisites (see page 15), and click Install. Click Next to go through each window in turn. You will need to enter the following details: 1.
Documentation Installation Open the Unified Contact Center Management Portal CD. Select each manual and copy it to your preferred location. SysMon The Management Portal is delivered with a system monitoring tool designed to help monitor important properties of the Portal servers. To install SysMon, select the SysMon tab, click Run Test… to check for prerequisites (see page 15), and click Install. Click Next to go through each window in turn. You will need to enter the following details: 1.
4. COMPONENT CONFIGURATION Large enterprise-wide deployments may require multiple servers to host the Unified Contact Center Management Portal platform for reasons of performance or data security. Multiple platform hosts are connected together as a server cluster. This chapter details how to configure the server cluster and perform data replication. Performance tuning checklists are also provided for the Web and Database components. Database Component Configuration 1.
portalapp_role portalrs_role portalreporting_role 7. Click OK 8. In the right-hand pane of the Enterprise Manager, right-click on the NT AUTHORITY\NETWORK SERVICE user and select Properties to edit it. Under the Server Roles tab check the box for the Bulk Insert Administrators role and click OK.
2. Run services.msc, locate the SQLSERVERAGENT service and edit its properties to use the \SQLAgentStart user 3. Open SQL Server Enterprise Manager, navigate to the Security folder, and add the SQLAgentStart user to SQL Server logins 4. On the Database Access tab, give the SQLAgentStart user access to the Unified Contact Center Management Portal database with the db_datawriter and db_datareader roles 5.
The Cluster Configuration Manager is a Unified Contact Center Management Portal client application that is used to configure server clusters, consisting of RDBMS databases, Report servers, Cisco ICMs and CallManagers. It is also used to replicate data between multiple Unified Contact Center Management Portal databases. Configuration Overview Before beginning cluster configuration, you must set up the ConAPI application instance and the CMS server on the CICM/ICM(s).
Unified Contact Center Management Portal or create a new one. To create a new application instance: Click Add, and enter the following details: Name A unique name to be used for the application instance Application Key A password to be used by the Portal to connect.
Application link This should be the name of the Data Import server, all in capital letters, with ‘Client’ appended, such as UCCMPClient Application RMI registry port This is the port on the Database Server for the CICM to connect to. For convenience, this should be the same as for the ICM Distributor AW RMI registry port. Each CICM must connect to a different port on the Database Server.
Note When this is done for the first time, the details will default to those of the current server. Server Name Enter the name of the server, such as UCCMP Default Hostname Enter the hostname of the machine. This is the unique name by which it is known on the network, and may or may not be the same as the Server Name.
2. Click the Replicate button (if asked to save changes, click OK) and confirm 3. Click OK to close the Cisco Database Replication Configuration window 4. Click Apply, then Close 5. Now log onto the Subscriber and open the SQL Server Enterprise Manager, then open the Replication Monitor. Under Agents/Snapshot Agents three snapshot agents are listed 6. Start the first snapshot agent (that for the Base publication) by right clicking on the agent and selecting Start Agent.
Cisco ICM/IPCC Enterprise & Hosted Editions for information on how to use this utility. Connect Using Select the radio button of the login credentials you wish to apply: Windows login credentials This is the recommended option SQL Server login credentials This option should only be selected if you are using a database catalog on a different domain.
Instance Name Enter a unique name to represent the CICM/ICM in the Management Portal Version Select the CICM/ICM version number from the drop down list NAM Based If the ICM instance is a NAM, then select the NAM Based checkbox Dual Sided If the CICM/ICM instance belongs to a dual sided ICM configuration select the Dual Sided checkbox Server Select the server that is hosting the CICM or ICM from the drop down list of servers you configured on the Servers tab earlier AWDB Catalog Enter the na
Use Secure Authentication Select this checkbox in order to login to the domain controller as a specified user Username Enter the name of the domain user, such as CICMSERV\administrator Password Enter the domain user’s password 4. Click Refresh 5. Navigate to the Active Directory folder to use for LDAP account selection 6. Click OK, and OK again to save the new CICM/ICM configuration Tab 6 – CallManagers You must stop the Management Portal Data Import service before configuring CallManagers.
Version Select the required CallManager version Endpoint Enter the URL used to access the CallManager AXL interface. The default is the default URL for the CallManager version selected User Name Enter the name of the CallManager Administrator user. This is the user name that the Management Portal Data Import Server will use when connecting to the CallManager’s web service.
Note In some cases, such as where the source and/or target are dual sided, more than one connection may be created. There are three basic types of connection: ■ CICM/NAM AWDB ■ Windows authentication Select this option only if the Local System user has administrator permissions on the server the CICM is installed on, or if you have configured the Management Portal Data Import Server service to run under a different user that does have administrator permissions.
Server(s) to be hosted on Microsoft Windows 2000 Server or Microsoft Windows Server 2003. Both the web servers hosting the Unified Contact Center Management Portal and the CVP Servers must belong to the same domain. This domain may be a Windows 2003 or Windows 2000 domain controller. Announcements are written to a domain share called PortalMedia that must exist on the domain controller.
Note This folder requires full access security permissions for the Domain Computers group. Configure this for both the shared permissions and the security credentials. 8. Click Finish to complete the action and add the root to the DFS utility Configuring DFS Root Targets For each media server that the CVP Media File Upload should add files to, perform the following actions: 1. Right click on the new root and select the New Root Target option from the menu 2. Enter the Server Name for the CVP Server 3.
You can confirm that replication is working by creating a file in the \\\PortalMedia path and ensuring that it is copied to all replication destinations. Performance Configuration Checklists These checklists are suited to high performance multi-processor machines with 4GB RAM. Web Server Done Description Add the /3GB boot.ini switch to all systems with more than 2GB memory. ■ Right-click My Computer and select Properties. The System Properties dialog box is displayed.
Modify Cisco web.config: set lowPoolMaxThreadCount to 18 Modify Cisco web.config: set lowPoolDynamicThreadTrigger to 400 Modify Cisco web.config: set lowPoolDynamicThreadDecayTime to 300000 Modify Cisco web.config: set lowPoolRequestQueueLimit to -1 (minus one) Modify Cisco web.config: set highPoolInitialThreadCount to 1 Modify Cisco web.config: set highPoolMaxThreadCount to 2 Modify Cisco web.config: set highPoolDynamicThreadTrigger to 250 Modify Cisco web.
Database Server Done Description Add the /3GB boot.ini switch to all systems with more than 2GB memory. 1. Right-click My Computer and select Properties. The System Properties dialog box is displayed. 2. Click the Advanced tab. 3. In the Startup and Recovery panel, click Settings. The Startup and Recovery dialog box is displayed. 4. In the System startup panel, click Edit. This opens the Windows boot.ini file in Notepad. 5.
5. POST INSTALLATION STEPS Logging into the Management Portal The Management Portal can now be opened from Start > All Programs > Management Portal > Web > Management Portal. This will open a web page, which you can bookmark. Note As the Management Portal must perform a number of system operations after configuration, it may take some time before you can access your imported data when you first log in. For login to a new system, use the username ‘administrator’ and a blank password.
6. UPGRADING FROM A PREVIOUS VERSION This chapter details how to upgrade from previous Management Portal versions to version 7.2(3). Overview To upgrade the Management Portal, it is necessary to uninstall all of the components except for the Database Server component. The new version of the Management Portal is then installed, and your database upgraded. Caution You should back up all your servers, especially your publisher database server, before you begin.
5. Click Apply, then Close 6. Now log onto the Subscriber and open the SQL Server Enterprise Manager, then open the Replication Monitor. Under Agents/Snapshot Agents three snapshot agents are listed 7. Start the first snapshot agent (that for the Base publication) by right clicking on the agent and selecting Start Agent. Wait for the snapshot status to change to ‘succeeded’ (this may take several minutes) before starting the next snapshot in the same manner. 8.
7. PLATFORM UNINSTALLATION This chapter details how to remove the Unified Contact Center Management Portal platform components from the platform. The uninstallation procedure should be performed in the following order: Uninstalling Data Import Server Component This process will remove the Data Import Server component. This will remove the ability to import data from remote datasources (such as ICM or CallManager) to the Unified Contact Center Management Portal datamart.
2. In your Windows desktop, click Start > Control Panel > Add or Remove Programs. The Add/Remove Programs list is displayed. 3. Select Management Portal: Data Import Server 4. Click the Remove option. A dialog window is displayed asking you if you are sure that you wish to remove the Management Portal: Data Import Server 5. Click Yes. The Setup Status dialog window is displayed.
7. Select Management Portal: Database Setup. 8. Click the Remove option, and confirm Uninstalling All Other Components All the other components of the Management Portal may be uninstalled by simply clicking Remove from the Add/Remove Programs window. These should be uninstalled in the following order: 1. Management Portal: Web Application (Web Server component) 2. Management Portal: Reporting Application Server (Application Server component) 3.
8. GLOSSARY A Audit A diagnostic process instigated to assess system performance. C Certificate A digital certificate is a means of establishing your credentials when performing transactions over the internet. It is issued by a certification authority (CA).
Commissioning Any action or process required to setup the Unified Contact Center Management Portal platform that is not setup by the Unified Contact Center Management Portal installer or inherent tools. Configuration The hardware and/or software components, which comprise a system and the manner in which they are connected. Connection The link between two nodes in a script or between a node and a routing target set. Connections show the flow of control between objects in the script.
D Domain On the Internet, domains are defined by the IP address. All the networked computers and devices sharing a common part of the IP address belong to the same domain. They are administered as a whole unit with the same rules and procedures. Dynamic Link Library (DLL) A list of executable functions or data, which can be used by a Windows application. The DLL provides the functions and a program accesses them by creating either a static or a dynamic link to the DLL.
H Hash The Unified Contact Center Management Portal uses hashed values for security purposes. A hash value or message digest is a number generated from a string of text. The hash is substantially smaller than the text itself, and is generated by a formula in such a way that it is highly likely to be a unique value. They are used to ensure that transmitted messages have not been tampered with. The sender generates a hash of the message, encrypts it, and sends it with the message itself.
Metadata Data about data. Metadata describes how and when and by whom particular data has been collected and how the data is formatted. P Polling The Provisioning component sends a regular ping to the IVR to ensure it is still online and functioning according to scripted parameters. R Remote Transfer A protocol used by the Provisioning component to transfer customer script to a remote Provisioning component.
String A series of characters, which have been arranged into a specific grouping in a coded script. Synchronous Occurring at regular intervals. The opposite of synchronous is asynchronous. Communication within a computer is usually synchronous and is governed by the microprocessor clock, for example, signals along the bus can occur only at specific points in the clock cycle. T Thread A part of a program that can be executed independently of other parts.
9. INDEX A I Adobe Acrobat Reader 7.0. ..........23 Application Instance List..............28 ASP...............................................26 Audit...........................................8, 9 ICM ......................................... 9, 33 IIS logging ................................... 11 Internet Information Services ...... 21 IPCC .............................................. 9 B L Back up.........................................12 BITS .............................................
U W Uninstallation ...............................46 Upgrade ........................................44 User interface .................................8 WAV ........................................... 37 WebView....................................... 9 V VRU .............................................37 Installation Guide for Cisco Unified Contact Center Management Portal 7.
