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Introduction
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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is not warrantied by Cisco.
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Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP) Installation Configuration and
Deployment Guide
Prerequisites
Related Products
This configuration can also be used with the following hardware and software versions.
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
Hardware Components
The following figure shows the hardware components of the IPCC laboratory system:
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Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP) Installation Configuration and
Deployment Guide
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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Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP) Installation Configuration and
Deployment Guide
http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm70doc/microsf7/
icme70st.pdf
sprawler-w2k3 192.168.93.130
cvp7 192.168.93.3
CUCM6 192.168.93.100
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
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Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP) Installation Configuration and
Deployment Guide
For example for NT LM Security Support Provider service, you could see following screen
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.
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Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP) Installation Configuration and
Deployment Guide
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Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP) Installation Configuration and
Deployment Guide
From the following screen you must Latin1_general for Collation designator and Sort oder
should be Bunary
Authentication Mode
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Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP) Installation Configuration and
Deployment Guide
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.
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.
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Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP) Installation Configuration and
Deployment Guide
The following table lists the domain functional levels and their corresponding supported
domain controllers.
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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Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP) Installation Configuration and
Deployment Guide
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
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
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Unified Contact Center Enterprise (UCCE) and Customer Voice Portal (CVP) Installation Configuration and
Deployment Guide
ICM Scripting
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