500-444 Cisco Contact Center Enterprise Implementation and Troubleshooting Questions and Answers

UC on UCS Spec Based is a deployment option for Cisco Unified Communications (UC) applications on Cisco Unified Computing System (UCS) servers that allows customers to choose their own hardware configuration based on a set of rules and guidelines1. The two descriptions that apply to UC on UCS Spec Based are:

• A: may be available as a packaged offer such as the Cisco Business Edition 7000 Platform. This is true because Cisco Business Edition 7000 (BE7000) is a packaged solution that includes a UCS server and preloaded UC applications that can be configured according to the customer’s needs. The UCS server can be either a Tested Reference Configuration (TRC) or a Specs-based configuration, depending on the customer’s preference and requirements2.
• C: defined as Rule Based. This is true because UC on UCS Specs-based deployments follow a set of rules and guidelines that define the minimum and maximum hardware specifications, such as CPU, memory, disk, network, and power supply, that are required to support the UC applications. The rules and guidelines also specify the supported virtualization software versions, co-residency policies, and performance expectations1.

The other options are incorrect because:

• B: VMware vCenter is required. This is false because VMware vCenter is not mandatory for UC on UCS Specs-based deployments, although it is recommended for managing multiple UCS servers and VMs. VMware vCenter is only required for certain UC applications, such as Cisco Unified Contact Center Enterprise (CCE) and Cisco Unified Intelligence Center (CUIC), or for certain features, such as VMware High Availability (HA) and VMware Distributed Resource Scheduler (DRS)13.
• D: defined as Configuration Based. This is false because UC on UCS Specs-based deployments are not defined by a fixed hardware configuration, but rather by a range of hardware specifications that can be customized by the customer. Configuration Based is a term that applies to UC on UCS TRC deployments, which are predefined and validated hardware configurations that are supported by Cisco1.
• E: VMware vSphere is optional. This is false because VMware vSphere is the only supported virtualization software for UC on UCS Specs-based deployments. VMware vSphere includes the VMware ESXi hypervisor and the VMware vCenter Server, which provide the virtualization platform and management tools for the UC applications. VMware vSphere is not optional, but rather mandatory for UC on UCS Specs-based deployments1.

References:

1: Cisco Collaboration Virtualization - Unified Communications in a Virtualized Environment 2: Cisco Business Edition 7000 Version 12.5 Ordering Guide 3: Cisco Collaboration Virtualization - VMware Requirements

The 2K deployment model for Cisco Contact Center Enterprise (CCE) is a prepackaged solution that offers a simplified and scalable architecture for medium-sized contact centers. The 2K deployment model supports up to 2,000 active agents and up to 8,000 configured agents. An active agent is an agent who is logged in and ready to take calls. A configured agent is an agent who has a profile in the system, regardless of their login status. The 2K deployment model also supports up to 4,000 IVR ports, up to 120,000 BHCA, and up to 12,000 concurrent calls1.

References:

1: Cisco Packaged Contact Center Enterprise Solution Reference Network Design (SRND), page 2-3

Remote sites are added using the Websetup tool, which is a web-based interface that allows administrators to configure and manage the Packaged Contact Center Enterprise (PCCE) deployment12. Websetup provides a wizard-like process that guides the user through the steps of adding a remote site, such as entering the site name, the PG hostnames or IP addresses, the PG client types, the Unified CM publisher and subscribers, the Finesse server, and the CVP servers1. Websetup also performs automated configuration tasks for the Unified CCE PG, the Unified CCE Rogger, and the CVP Reporting Server1.

Option A is incorrect because PG Setup is a tool that is used to configure the peripheral gateways (PGs) in the main site, not the remote sites3. Option B is incorrect because Initialization Wizard is a tool that is used to initialize the PCCE deployment, not to add remote sites4. Option C is incorrect because SPOG interface is a term that refers to the Single Pane of Glass interface, which is a web-based interface that provides a unified view of the PCCE system status, not a tool to add remote sites5.

References:

• 1: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6 (1) - Manage Remote Sites [Cisco Packaged Contact Center Enterprise] - Cisco
• 2: Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 1: PCCE Overview
• 3: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6 (1) - Configure Peripheral Gateways [Cisco Packaged Contact Center Enterprise] - Cisco
• 4: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6 (1) - Initialize the Deployment [Cisco Packaged Contact Center Enterprise] - Cisco

 The deployment team is responsible for ensuring that servers designated for use by CCE VMs meet the requirements, including but not limited to Storage System Performance and IOPS (Input/Output Operations Per Second) Requirements. The deployment team is the group of engineers who install, configure, and test the CCE solution at the customer site. They must follow the design specifications and guidelines provided by the design team, and verify that the hardware and software components are compatible and meet the performance and capacity requirements. The deployment team must also ensure that the CCE VMs are deployed on the appropriate servers and have the correct network and storage configurations1. References: Troubleshooting Cisco Contact Center Enterprise (CCET) course outline2, Virtualization for Cisco Packaged CCE Release 11.6(x)1.

 The readiness for the CCE deployment can be verified in the CCE Web Admin -> Infrastructure - Inventory page. This page shows the list of machines that are part of the CCE deployment, including their roles, IP addresses, hostnames, and status. The status indicates whether the machine is online, offline, or in maintenance mode. The inventory page also allows adding, editing, or deleting machines from the system inventory. To access the inventory page, follow these steps:

• From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.
• Double-click the CCE Web Administration link.
• In the Unified CCE Administration, navigate to Overview > Infrastructure Settings, click Inventory.

References :=

• Web Based CCE Administration12
• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide3
• CCE Web Administration, add AW to System Inventory4

Cisco Identity Service (IdS) is a component of Cisco Unified Contact Center Enterprise (CCE) that enables single sign-on (SSO) for users to access various CCE applications, such as Finesse, Unified Intelligence Center, and ECE1. IdS acts as a service provider (SP) that delegates the authentication process to an external identity provider (IdP), such as Active Directory Federation Services (AD FS), PingFederate, or Okta2.

To configure the Cisco IdS using PCCE Web Administration Manager (S.P.O.G), a trust relationship must be established by downloading and exchanging a metadata file between the IdS and the IdP. This means that both the IdS and the IdP must have each other’s metadata file imported into their configuration, so that they can exchange information such as the entity ID, the endpoints, the certificates, and the SSO protocol3. Therefore, the correct answer is B: IdS to IdP and IdP to IdS.

The other options are incorrect because:

• A: IdS to IdP is only half of the trust relationship, as the IdP also needs to have the IdS metadata file imported.
• C: IdP to IdS is also only half of the trust relationship, as the IdS also needs to have the IdP metadata file imported.
• D: IdS to IdP and IdP to Active Directory (AD) is not a valid option, as the IdP does not need to exchange a metadata file with AD. The IdP can use AD as a user directory, but it does not need to establish a trust relationship with it for SSO purposes4.

References:

1: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Cisco Identity Service 2: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Single Sign-On 3: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Identity Provider 4: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) - Configure Active Directory

 To upload CA signed certificates to VOS servers, you need to upload two types of certificates: the CA certificate and the CA signed certificate from CSR request. The CA certificate is the root or intermediate certificate that validates the identity of the CA that issued the signed certificate. The CA signed certificate from CSR request is the certificate that contains the public key and the identity information of the server. You need to upload both types of certificates for each application that requires a certificate, such as tomcat, tomcat-trust, callmanager, etc. Therefore, the correct answer is B and E.

References:

• Troubleshooting Cisco Contact Center Enterprise (CCET), page 3-2
• Implementing Cisco Contact Center Enterprise (CCEI), page 3-5
• Cisco Unified Communications Operating System Administration Guide, page 6-1

 Cisco Unified Border Element (CUBE) is a session border controller that provides session control, security, interworking, and demarcation for voice and video calls between the enterprise IP network and service provider SIP trunks1. When CUBE is used with CCE and CVP, it provides the following three features:

• Silent Monitor inbound voice calls: CUBE supports the silent monitoring feature for inbound voice calls from the PSTN to the CCE agents. This feature allows supervisors to listen to the agent-customer conversations without being noticed by either party. CUBE uses the built-in-bridge (BIB) capability of the agent phone to fork the media stream and send it to the monitoring server2.
• Secure communication using flow around mode: CUBE supports secure communication using Transport Layer Security (TLS) and Secure Real-Time Transport Protocol (SRTP) for SIP signaling and media streams. CUBE can operate in flow around mode, where it terminates the TLS/SRTP sessions from the service provider and the enterprise, but does not perform any media processing or transcoding. This mode reduces the CPU load on CUBE and preserves the end-to-end media encryption3.
• Normalize SIP messages using SIP profiles: CUBE supports SIP normalization using SIP profiles, which are collections of parameters that modify the SIP messages that pass through CUBE. SIP profiles can be used to resolve interoperability issues between different SIP implementations, such as service providers, CVP, and CCE. SIP profiles can also be used to enhance the functionality of CUBE, such as adding or removing headers, modifying timers, and enabling features4.

References: Cisco Unified Border Element data sheet1, Cisco Unified Border Element Configuration Guide234.

CUBE is a Cisco IOS software feature that provides voice and video connectivity from IP phones to the PSTN or other IP networks. CUBE supports several advanced call control and mobility services, such as:

• Element Grouping: This feature allows you to group multiple CUBE elements into a single logical entity and apply common configuration and dial plan across them. This simplifies the management and scalability of CUBE deployments.
• Time of Day Routing: This feature allows you to route calls based on the time of day, day of week, or date. You can define time periods and time schedules and associate them with dial peers or voice translation rules. This enables you to implement different call routing policies for different time slots, such as business hours, after hours, holidays, etc.
• Call Admission Control: This feature allows you to limit the number of concurrent calls on a CUBE element or a CUBE group based on the available bandwidth or the configured maximum number of calls. This prevents oversubscription of network resources and ensures the quality of service for voice and video calls.

References:

• CUBE Configuration Guide
• CUBE Element Grouping Configuration Guide
• Time of Day Routing Configuration Guide
• Call Admission Control Configuration Guide

A SIP proxy server is a component of a SIP network that handles the setup and termination of calls between SIP devices. It also performs functions such as registration, authorization, network access control, and network security. Some of the functions of a SIP proxy server are:

• Centralizes dial plans: A SIP proxy server can centralize the dial plans for a SIP network, meaning that it can translate and route calls based on a unified set of rules and policies. This simplifies the administration and management of the SIP network and ensures consistent call routing across different devices and locations.
• Helps to centralize the administration and call control: A SIP proxy server can also help to centralize the administration and call control of a SIP network, meaning that it can provide a single point of contact and configuration for all the SIP devices and endpoints. This reduces the complexity and overhead of maintaining multiple SIP servers and devices and allows for easier monitoring and troubleshooting of the SIP network.

References:

• 1: What Is a SIP Proxy? How Does a SIP Server Work? - Nextiva
• 2: What is a SIP Proxy Server and How Does It Work? - ULTATEL Blog
• 3: What is SIP proxy? | Webopedia
• 4: Definition of SIP proxy | PCMag
• 5: All About SIP Proxy: What is a SIP Server? | TelNet Worldwide

When an agent transfers a call to another ICM Skill Group, the call should be transferred to a CTI route point that is associated with a routing client and a dialed number in the ICM configuration. This way, the ICM can route the call to the appropriate agent based on the skill group and the call context. The ICM can also maintain the end-to-end reporting context for the call, such as the original call type, the transfer reason, the transfer time, and the transfer destination. If the call is transferred to an agent IP phone, a route pattern, or a translation pattern, the ICM will lose the visibility and control of the call, and the reporting context will be broken.

References: Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 3: Troubleshooting Call Flows, Lesson 3: Troubleshooting Transfers12

Two upgrades for Common Ground are includes migration of windows registry and includes database migration. Common Ground is a type of upgrade that allows you to upgrade your Cisco Unified Contact Center Enterprise (CCE) components from one release to another without changing the hardware or operating system1. Common Ground upgrade is supported for virtualized deployments on VMware ESXi hosts1. Common Ground upgrade involves the following steps1:

• Back up the existing configuration and data using the Disaster Recovery System (DRS).
• Run the User Migration Tool to export the user accounts from the source domain to a file.
• Run the Enhanced Database Migration Tool (EDMT) to migrate the Historical Data Server (HDS), Logger, and Business Analytics (BA) databases from the source servers to the destination servers.
• Run the Regutil Tool to export the Cisco Systems, Inc. registry from the source servers to a file.
• Run the Unified CCE Installer on the destination servers to install the new release of Unified CCE software.
• Import the user accounts from the file using the User Migration Tool.
• Import the Cisco Systems, Inc. registry from the file using the Regutil Tool.
• Restore the configuration and data from the DRS backup.

The Common Ground upgrade includes migration of windows registry because the Regutil Tool is used to export and import the Cisco Systems, Inc. registry from the source servers to the destination servers. The registry contains important information about the Unified CCE configuration, such as the instance name, the peripheral ID, the system ID, and the license key2. The registry migration ensures that the destination servers have the same settings as the source servers after the upgrade2.

The Common Ground upgrade includes database migration because the EDMT is used to migrate the HDS, Logger, and BA databases from the source servers to the destination servers. The databases contain historical and real-time data about the Unified CCE system, such as the call records, the agent statistics, the skill group statistics, and the reporting data3. The database migration ensures that the destination servers have the same data as the source servers after the upgrade3.

The Common Ground upgrade does not update IP address as appropriate because the IP addresses of the source and destination servers are not changed during the upgrade. The IP addresses are configured during the initial installation of the Unified CCE software and are not modified by the upgrade process1.

The Common Ground upgrade does not update Hostname as appropriate because the hostnames of the source and destination servers are not changed during the upgrade. The hostnames are configured during the initial installation of the Unified CCE software and are not modified by the upgrade process

The PCCE production deployment model on an ESXi server requires two validations: ensuring that the correct servers are on the correct sides and verifying that the correct RAM and CPU are being deployed. These validations are necessary to ensure that the PCCE components are configured properly and have sufficient resources to run smoothly. The other options are not relevant for the PCCE production deployment model on an ESXi server. Linux verification for containers is not applicable because PCCE does not use containers. The hypervisor provides enough power is not a validation step, but a prerequisite for the ESXi server. The lab is deployed properly is not a validation for the production deployment model, but for the lab deployment model. References: Virtualization for Cisco Packaged CCE Release 11.6(x)1, Deployment Type Info API2.