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Contents Preface ........... .................................................................................................. ........... ............... .......... 7 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Chapter 3: Installation process .... ............................................................................................ ...... 27 Installing a single-server or collocated configuration .
Contents 5 Logging in from Cisco Agent Desktop Em bedded Br owser. . . . . . . . . . . . . . . . . . . . 72 Configuring some impo rtant settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Mandatory settings . . .
6 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Archive details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Additional partition details . . . . . . . . . .
Preface About this guide Document conventions Other learning resources.
8 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Welcome to Cisco® Interacti on Manager™, multichannel inte raction software used by businesses all over the world to build and sustain custom er relationships.
Preface 9 Other learning resources V arious learning tools are a vailable w ithin the product, as well as on the product CD and our web site. Y ou can also request formal end-us er or technical training. Online help The product includes topic-based as well as context-sensitiv e help.
Planning Configuration options Additional partitions.
11 Designing the right configurati on for your business is th e first step toward setting up a robust and scalable system. Configuration opt ions for Cisco Interaction Ma n ager are many—ranging from a simp le single-server installation to man y flavors of distributed i nstallations .
12 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Additional partitions Meant for enterpri se-wide deploym ents, a single insta llation of Unified WIM and Unifie d EIM can be used by independent bu siness units in an organizat ion with the help of separate busi ness partitions.
Pre-installation tasks V erifying system requirements Collecting required information Configuring envir onment variables V erifying SQL Server authentication settings V erifying st.
14 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide This chapter describes pre-installation procedures. It is important to perform these procedures carefu lly.
Pre-installation tasks 15 d. Enable mixed-mode authentication. e. In SQL Enterprise Manager , ensure that the Full-tex t Search service is running. 4. Ensure that an accessible POP3 server is running.
16 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 5. V erify that the SQL Ser ver authentication mode is set to SQL Server and W indows . If authentication is set to Windows only , then the application won’t be able to connect to the database.
Pre-installation tasks 17 3. V erify that the IIS service is runni ng. In a single-serv er or split-server configuration, you can run the system using the local system account. In a collocated or di stributed-serv er configuration, a domain account must be used.
18 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 3. In the Select a Conf igurat ion T emplate window , select Basic W ebLogic Server Domain. Choose conf iguration template 4. In the Choose Express or Custom Configuration window , select the Express conf iguration opti on.
Pre-installation tasks 19 5. In the Configure Administrative Username and Password window , configure the u ser name and pa ssword of the W ebLo gic administrator .
20 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 7. In the Create W ebLogic Conf iguration window , select myserver and click Create to complete the process of creating the domain. Cr eate W ebLogic co nfigur ation After creating the WebLogic domain, y ou can verify that it has been creat ed successfully.
Pre-installation tasks 21 3. In the Select a Conf igurat ion T emplate window , select Basic W ebLogic Server Domain. Choose conf iguration template 4.
22 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 5. In the Configure the Administration Server window , provide the name of the server you want to create. Configur e the administration server 6. In the Manage Servers, Clusters, and Machines Options window , select No.
Pre-installation tasks 23 7. In the Database (JDBC) Options window , select No. Select No to skip the configur ation of Database (JDBC) components 8. In the Messaging (JMS) Options window , select No.
24 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 9. In the Configure Administrativ e Username and Password windo w , configure the user name and password of the W ebLo gic administrator . Cr eate administr ative user 10. In the Configure W indows Options window , select No for both options.
Pre-installation tasks 25 In the Ja va SDK Selection section, in the BEA Supplied SDKs list select Sun SDK 1.4.2_11 . Configur e server start mode and J ava SDK 12. In the Create W ebLogic Configuration window , select the admi nistration server you created in Step 5 ( page 22 ) and click Create to complete the proces s of creating the domain.
26 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide V erifying W ebLogic domains After creating a WebLogic domain, you can verify that it has been created successfully. T o v eri fy a W ebLogic domain: 1. Go to BEA_Home user_pro jectsdomain s.
Installation process Installing a single-server or collocated configuration Installing a split-server or collocated configuration Installing a distributed- server configuration.
28 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide This chapter helps you instal l the product in th e configuration yo u have chosen (see “Configuration optio ns” on page 11 ). It describes the process of inst alling single-server, split-server, and distributed-server configurations.
Installation process 29 Select installati on options for a single- serve r Unified EIM installat ion If it you are installing both appl ications or only Unified WIM, use a collocated configuration, where the web server is installed on a separate machine outside the f ire wall.
30 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 5. T ype the pat h or bro wse to the BEA and W ebLogic home directories. Pr ovide the path to the BEA and W ebLogic home dir e ctories 6. T ype the pat h or bro wse to the JDK home directory .
Installation process 31 7. T ype the pat h or browse to the folder where you would like to install Cisco Interaction Manager. Pr ovide a location for the Cisco Inter action Manager home dir ectory 8.
32 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Pr ovide W ebLogic server and RMI parameters Cisco Interaction Manager has two distin ct areas: the system area and the partitio n (or busi ness) area. An administrator type user is created for each area during the inst allation.
Installation process 33 V erify password: V erify the password. Part iti on nam e: Name for the partition. Description of partition: Description fo r the partition. Cr eate the fi rst partition administrator user accoun t and the partition 11.
34 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Pr ovide master database par ameters 12. In the Partition Database Parameters window , provide the following details: Server name: Name of the local server on which your MSSQL database is installed.
Installation process 35 Pr ovide partition database par ameters 13. Revie w t he information displayed in the Su mmary window , and click Install. 14. In the Installat ion Complete wi ndow , click Finish to complete the inst allation process for Cisco Unified W e b and E-Mail Interaction Manager .
36 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 16. In the W elcome window , read the in troduction and click Next . Click the Next but to n 17. In the next windo w , provide the following details to configure a sock et connection to the Unified CCX server .
Installation process 37 Pr ovide Unified CCX server details 18. Revie w i ntegration details and click Close to co mplete the process. Close the wizard Additional steps for co llocated configurations .
38 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Installing a split-server or collocated configuration A true split-ser ver deployment is possible only fo r Unified EIM installations.
Installation process 39 Installing the database This section describes the process of installi ng Cisco Interaction Manag er master database and the defaul t partition database. T o install the database: 1. Follo w Steps 1–3 in “T o install a single-server or collocated configuration:” on page 28 .
40 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Cr eate the fi rst system administrator user account 4. In the Cisco Partition Administrato r Account and Partition window , create the first partition administrator user account and the partitio n.
Installation process 41 Database listener port: Port number of the MSSQL Server . Dataf ile path: Path of the folder on the database server , where you want to create the data file. F or example, MSSQL_Home MSSQLDa ta . Datafile initial size (MB): Minimum size of the data f ile for th e database.
42 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Database listener port: Port number of the MSSQL Server . Dataf ile path: Path of the folder on the database server , where you want to create the data file. F or example, MSSQL_Home MSSQLDa ta .
Installation process 43 2. In the Installation Opti ons window , select t he following options: File Server Application Server Select the Application Server and Fil e S e rv e r option 3. T ype the pat h or bro wse to the BEA and W ebLogic home directories.
44 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 4. T ype the pat h to or browse to the JDK home directory . Pr ovide the path to the JDK home dir ectory 5. T ype the pat h to or browse to the folder where you would like to install the components.
Installation process 45 Listen port: Port number of the W ebLogic server . SSL listen port: Secure Socket Layer Listen port number of W ebLogic. RMI registry port: Port number used by the Remote Method In vocation (RMI) re gistry naming service.
46 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Database listen port: MSSQL server port number . Cisco Database user name: User name for the Unified WIM and Unif ied EIM master database. Cisco Database password: Password for the Unif ied WIM and Unified EIM master database user .
Installation process 47 Pr ovide partition database par ameters 10. Revie w t he information displayed in the Su mmary window , and click Install. 11. In the Inst allation Complete wi ndo w , click Finish to complete the installation process for Un ified WIM and Unified EIM.
48 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 13. In the W elcome window , read the in troduction and click Next . Click the Next but to n 14. In the next windo w , provide the following details to configure a sock et connection to the Unified CCX server .
Installation process 49 Pr ovide Unified CCX server details 15. Revie w i ntegration details and click Close to co mplete the process. Close the wizard Installing secondary application servers Install secondary application servers, following the steps detailed in this s ection.
50 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Server name: The server name should be dif ferent than the one giv en for the primary Unifie d WIM and Unified EIM application server . Listen port: The port number should be the same as the one given for the primary Unif ied WIM and Unified EIM application server .
Installation process 51 Pr ovide file serve r parameter s 4. In the Application Server Parameters window , type th e name of the Unified WIM and Unified EIM application server name for which you want to configure the web server . Pr ovide the application server name 5.
52 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Installing the services server In this section, we describe the pr ocess of creating the services server . T o install the services server: 1. Follo w Steps 1–3 in “T o inst all a single-server or collocated configuration:” on page 28 .
Installation process 53 4. T ype the pat h to or browse to the folder wh ere you w ould like to install the services serv er . Pr ovide a location for the Unif ied WIM and Unified EIM home d ir ectory 5. T ype the nam e of the file serv er . Pr ovide the name of the file server 6.
Post-installation tasks Setting up archives for partition databases Applying updates Changing web server settings Changing logon parameters for Cisco service Configuring permission.
Post-installation tasks 55 This chapter guides you through the tasks to be performed after installing the system. It also describe the process of uninstalling Unifie d WIM and Unified EIM.
56 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 2. In the navigation tree, go to Applicati on Pools > DefaultAp pPool . Right-click the node and select Properties.
Post-installation tasks 57 Limit the ker nel request queue Clear the Shutdow n work er process and Limit kernel request queue options 5. On the Health tab, clear the follo wing options: Enable pinging Enable rapid fail protection Click Ap p l y .
58 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 2. T ype: Regedit Press the Enter ke y . 3. In the Registry Editor window , navigate to HKEY_LOCA L_MACHINE > System > CurrentC ontrolSet > Services > InetInfo > Parameter .
Post-installation tasks 59 whether to display a cached page, or request an updat ed page from the server. We recommend you set the expiration to 365 days for optim um performance. T o configur e content expi ration: 1. Go to Start > Programs > Administrati ve T ools > Intern et Services Manager .
60 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 4. In the temp Properties wind ow , on the V irtual Direct ory tab, click the Create b utton, and then click the Conf iguration button. Click the Create button and the Configuration b utton 5.
Post-installation tasks 61 2. Browse to W eb Sites > Default W eb Site . 3. Right-click Default W eb Site and click Pr operties . 4. In the Default W eb Site Properties w indow , go to the Directory Security tab . 5. In the A uthentication and access control section, click the Edit but t on .
62 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Changing security credentials for network directory This section describes the procedure for configuring netw ork directory security cred entials for each Unified WIM and Unified EIM virtual directory .
Post-installation tasks 63 Configur e the security cr eden tials for network dir ectory Repeat these steps for all the Unified WIM and Unified EIM virtual directories. Changing logon parameters for Cisco service Y ou need to change lo gon parameters for the dom ain user .
64 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Configuring permissions for installation directory For security reasons, change the permissions for the installation directory. In a distributed installation, carry out these tasks on the file server.
Post-installation tasks 65 The W eb Site Creation Wi zard is launched. 4. When the W elcome window appears, r ead the installation instruct ions. Click Next. 5. In the W eb Site Description window , provide a description of the web site. This would be the name of the new web site.
66 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 7. In the W eb Site Home Directory window , typ e the path or browse to the default directory for the web site. It should be the same as configured for the Default W eb Site. For example, c:Inetpu bwwwroot .
Post-installation tasks 67 Configuring web site properties T o configur e the prop erties: 1. Go to Start > Settings > Contr ol Panel > Administra tive T ools > Inter net Information Ser vices. 2. Browse to We b S i t e s , and select the Messaging Applet web site.
68 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 8. In the Add/Edit Applicati on Extension Mapping window that opens, provide the following details: Executable: Provide the path to the file containing the W ebLogic plugin for IIS.
Post-installation tasks 69 5. In the V irtual Directory Alias wind ow , provide the name of the virtual d irectory . The name should be t he same as configured in the default web site. Click Next. Pr ovide the name for the virtual dir ectory 6. In the W eb Site Content Directory window , browse to the eService folder in the Cisco home di rectory .
70 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Click Next. Configur e the access permissions 8. In the next windo w , click the Fi nish button to complete the configuration process.
Post-installation tasks 71 Setting up secure socket layer Secure Sockets Layer (SSL) is widely used to create a secure communication channel be tween web browsers and servers. Set up SSL for more secure connections to your Cisco Interaction Manager instal lation.
72 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide T o st op Cisco Int er action Manag er: In the NT Service s panel, stop t he Cisco Service to st op all Cisco Interaction Manager services. If it is a distributed-serv er installation, stop the Cisco Service on the services se rver and on each application se rver .
Post-installation tasks 73 Configuring some important settings Settings allow you to configure v arious aspects of Unif ied WIM and Unified EIM. Some settings are configured at the partition le vel, while others ha ve to be set up for each department.
74 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Optional settings Although it is not mandatory to change these settings, you are likely to feel the need to configure them for your business.
Post-installation tasks 75 4. In the Uninstall Cisco Interact ion Manager window , click the Uninstall button. Click the Uninstall but to n 5. On the database server , go to the SQL Enterprise Manager and delete the database m anually , if required.
Additional partitions About partitions Installing business partitions.
Additional partitions 77 The System partition and the first bus iness partition are inst alled by defa ult. You can create additional business partitions with the in stallation program. This chap ter describes the procedure fo r installing and con figuring a new business partitio n.
78 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 3. In the License Agreement windo w , re view the licensing terms ag reement select the I accept the terms of the License Agreement option. Read and accept the terms of the License Agr eement 4.
Additional partitions 79 Pr ovide web server par ameters 6. In the Cisco Partition Administrator Acco unt and Pa rtition window , create the partition admini strator user account and the partition. Provide the following: User name: User name for the pa rtition administrato r .
80 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Server name: Name of the local or remote server on which your MSSQ L database is installed. Database name: Name of the master database. The installa tion program creates a database with the name you type here.
Archives About archives Setting up the archive for a partition.
82 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide About archives Data is stored in the active database. With time, the size of the data usuall y increases to a point where it begins to affect the performance of the system .
Archives 83 4. In the W indows Components windo w , select the A pplication Server option and click the Details b utton. Select the Application Server option 5. In the Application Serv er window , select Enable network DTC access and click OK. Select the Enable network DTC access option 6.
84 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 3. In the License Agreement windo w , re view the licensing terms ag reement select the I accept the terms of the License Agreement option. Read and accept the terms of the Licence Agreement 4.
Archives 85 Pr ovide partition par ameters 6. In the Archiv e Database Parameters window provide the follo wing details: Server name: Name of the local or remote MSSQL database server on which your archiv e database will be installed. Database name: Name of the archiv e database.
86 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Pr ovide ar chive database parameter s 7. Revie w t he information displayed in the Su mmary window , and click Install . 8. In the Install Complete wi ndo w , click Finish to complete the installati on process.
SSL for secur e connections Installing a security certificate Configuring SSL access Configuring the view ing of attachments T esting SSL access.
88 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Secure Sockets Layer (SSL) is widely used to create a secure communication ch annel between web browsers and servers. Set up SSL for more secure co nnections to your Unified WIM and Unified EIM installation by following the procedures described in this chapter.
SSL for secure connections 89 6. In the W elcome to the W eb Server Certif icate W i zard window , click the Next button. 7. In the Server Certif icate window , select the Create a New Certif icate option. Click Next . Select the Create a new certificate option 8.
90 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Pr ovide the name for the certif icat e and configur e the security settings 10. In the Organization Information window , type the organization name (such as Cisco) and unit (such as Service departm ent).
SSL for secure connections 91 12. In the Geographical Inform ation window , provide the location information, and click Next . Pr ovide the g eographical information 13. In the Certificate Request Fil e Name window , type the file name for the certificate request.
92 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Installing the certifi cate on the web server Once you recei ve the certif icate from your vendor , install it on your web server . T o install the cer tificate on the w eb serv er: 1.
SSL for secure connections 93 8. In the Pending Certificate Request window , select the Process the pending r equest and install the certif icate option. Click Next . Select to pr ocess the pending re qu est and install the certif icate 9. In the Process a Pending Request window , type the path and file name of the local cop y of the certificate.
94 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide The certificate is now installed on the we b server . Configuring SSL access This procedure uses Internet Services Manager to co nf igure the virtual director y to require SSL for access.
SSL for secure connections 95 6. In the Secure Communi cations window , select the Require secure channel (SSL) and Require 128-Bit encryption options. Click OK , and th en click OK again to close the Properties windo w . Configur e the secur e communications options 7.
96 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 2. Use HTTP in the URL for Unified WIM and Unified EIM. F or example, http:// We b_ Se r v er / Par tition. Y ou should see a message asking you to vie w the page o ver a secure channel.
Appendix A: Reference sheet Configuration details A dditional partition Ye s No Configur ation type and option Single server Split server Distributed server File server details Database details # Item Va l u e 1. Location of Unif ied WIM and Unifi ed EIM home director y # Item Va l u e Notes 1.
98 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide 4. Partition Admini strator passwor d 5. Partition name 6. Partition descri ption Master database parameters 7. Server name Make sure you provide the DNS host name and not the IP address of the server .
Appendix A: Reference sheet 99 Application server details 28. Logfile maximum size 29. Database admi nistrator user name 30. Database admi nistrator password 31. Unified WI M and Unified EIM Data base user name 32. Unified WI M and Unified EIM Data base password # Item Va l u e Notes # Item Va l u e Notes 1.
100 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Unified CCX Data Integration Wizard details 14. RMI registr y port 15. RMI activation port Master database parameters 16. Server name Make sure you provide the DNS host name and not the IP address of the server .
Appendix A: Reference sheet 101 W eb server details Services server details Archive details # Item Va l u e Notes 1. File server name Make sure you provide the DNS host name and not the IP address of the server . If you don't provide th e host name, the installation will fail.
102 Cisco Unified W eb and E-Mail Interaction Manager Installation Guide Additional partition details 4. Server name Make sure you provide the DNS host name and not the IP address of the server . If you don't provide the host name, the installation will fail.
Appendix A: Reference sheet 103 Partition Database parameters 7. Server name Make sure you pr ovide the DNS host name and not the IP address of the server . If you don't provide the ho st name, the install ation will fail. 8. Database nam e 9. Database list ener port 10.
Appendix B: Path to Maintenance Release 4.2(5) The following flowchart depicts the variou s tasks that must be com pleted to get to MR 4.2(5 ). Install 4.2(1) with SQL 2000 and WebLogic 8.1. Run patch installation program to Review password encryption policy .
Appendix B: Path to Maintenance Release 4.2(5) 105 Ye s Install JDK 1.5 on the services server . Install 4.2(5) on file, primary application, secondary application, web, and services servers. No Multiple Enable trust between WebLo gic Ye s Change logon parameters for Cisco Complete other post installation tasks.
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