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  • Enterprise Chat and Email Installation Guide, Release 11.5(1) For Unified Contact Center Enterprise

    First Published: August 2016 Last Modified: November 2018

    Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000

    800 553-NETS (6387) Fax: 408 527-0883

    http://www.cisco.com

  • 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.

    THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE 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) as part 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 ARISING FROM 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 USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

    Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.

    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 Cisco trademarks, go to http://www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)

    Enterprise Chat and Email Installation Guide: For Unified Contact Center Enterprise. November 1, 2018

    Copyright © 2006–2017, Cisco Systems, Inc. All rights reserved.

  • Contents

    Preface .................................................................................................................................................7

    Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Obtaining Documentation and Submitting a Service Request . . . . . . . . . . . . . . . . . . . . . . 8

    Documentation Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Field Alerts and Field Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Document Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    Other Learning Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    Document Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

    Chapter 1: Planning..........................................................................................................................11

    Identifying Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

    File Server Component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

    Database Server Component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

    Messaging Server Component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

    Application Servers Component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

    Web Servers Component. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

    Services Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

    Understanding Deployment Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

    Collocated Deployment for ECE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

    Distributed-Server Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

    Distributed Configuration With Web Server Outside a Firewall . . . . . . . . . . . . 15

    Complex Distributed Configuration With Components on Different Machines. 15

    Planning Components for Specific Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

    Planning Database Server Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

    Choosing Authentication Method for Database Connectivity. . . . . . . . . . . . . . . 16

    Planning the Messaging Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    Planning Application and Web Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    Load Balancing Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    Installing ECE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    Chapter 2: Pre-Installation Tasks..................................................................................................18

    Disabling Loopback Adapter Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

  • Verifying Network Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

    Configuring Port Numbers Between Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

    Setting Up User Accounts and Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

    Setting Up Domain Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

    Configuring Permissions on Active Directory Server. . . . . . . . . . . . . . . . . . . . . . . . . 23

    Preparing Database Server Machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

    Creating a New Drive for Partitioned File Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

    Verifying Microsoft SQL Server Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

    Verifying Collation Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

    Creating SQL User for Installing ECE Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

    Assigning Permissions to Domain User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

    Configuring Database Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

    Configuring Microsoft DTC Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

    Configuring SQL Server Integration Service on the Reports Database . . . . . . . . . . . 28

    Installing SQL Server Integration Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

    Creating Integration Services Catalog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

    Configuring Recovery Model for SSIS Database . . . . . . . . . . . . . . . . . . . . . . . . 30

    Configuring Permissions for the Domain User . . . . . . . . . . . . . . . . . . . . . . . . . . 31

    Verifying Server Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

    Creating Directory for Data Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

    Running SQL Server Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

    Preparing Web Server Machines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

    Configuring Roles and Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

    Installing IIS Rewrite Module on Web Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

    Configuring Permissions on IIS Config Folder. . . . . . . . . . .