ICM Setup and Installation Guide for Cisco Unified ICM/Contact ...

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  • ICM Setup and Installation GuideCisco Unified ICM/Contact Center Enterprise & Hosted7.5(1)

    November 2011

    Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAhttp://www.cisco.comTel: 408 526-4000800 553-NETS (6387)Fax: 408 527-0833

  • 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 PRESENTEDWITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OFANY PRODUCTS.THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKETTHAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THESOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) aspart of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California.NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED"AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING,WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISINGFROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES,INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USETHIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Ciscotrademarks, go to http://www.cisco.com/go/trademarksCCVP, the Cisco logo, and Welcome to the Human Network are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, andLearn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco,the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity,Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS,iPhone, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, LightStream, Linksys, MeetingPlace, MGX, Networkers, NetworkingAcademy, Network Registrar, PIX, ProConnect, ScriptShare, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, andTransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. Any Internet Protocol(IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in thedocument are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationshipbetween Cisco and any other company. (1110R)Copyright 2011 Cisco Systems, Inc. All rights reserved.

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  • Table of Contents

    Preface ...........................................................................................................................................................1Purpose .....................................................................................................................................................1Audience ....................................................................................................................................................1Organization ..............................................................................................................................................1Related Documentation .............................................................................................................................2Conventions................................................................................................................................................2Obtaining Documentation and Submitting a Service Request...................................................................3Documentation Feedback...........................................................................................................................3

    1. About ICM Components, Instances, and Customers..................................................................................5The ICM Components................................................................................................................................5Duplexed Components...............................................................................................................................6Communication Between Components......................................................................................................6Instances, Customers and Components....................................................................................................6Customer Types..........................................................................................................................................7

    2. ICM Installation Prerequisites.....................................................................................................................9Pre-Installation Planning.............................................................................................................................9Hardware and Third-Party Software Compatibility List...............................................................................9Windows Planning and Staging................................................................................................................10Before You Install an ICM Component .....................................................................................................10SQL Server...............................................................................................................................................11Windows Monitoring Tools........................................................................................................................11

    3. ICM and Security.......................................................................................................................................13Security Considerations...........................................................................................................................13Cisco Security Agent (CSA).....................................................................................................................13Secure Socket Layer (SSL)......................................................................................................................14ICM Security Hardening...........................................................................................................................14Windows Firewall Service.........................................................................................................................14How to Deploy the Windows Firewall Configuration Script.......................................................................15

    4. Using the ICM Setup Program..................................................................................................................17About the ICM Setup Program.................................................................................................................17About ICM Component Installation Order.................................................................................................17How to Begin the Installation Process......................................................................................................18Cisco ICM Setup Dialog Box....................................................................................................................18Post-Installation Setup .............................................................................................................................19Installing Multiple Components.................................................................................................................20How to Add an Instance ..........................................................................................................................20How to Edit an Instance............................................................................................................................21How to Delete an Instance.......................................................................................................................21How to Install a Component.....................................................................................................................22About the Domain Manager......................................................................................................................22About Upgrade All ...................................................................................................................................24ICM Component Selection Dialog Box.....................................................................................................24

    5. CallRouter Setup.................................................................................