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

Certificate Authority (CA) signed certificates are less administration in environments with many servers, such as CCE, because they are issued by a trusted third-party entity that validates the identity of the certificate owner and provides a chain of trust. CA signed certificates are more secure and reliable than self-signed certificates, which are generated by the same entity whose identity they certify and are not verified by anyone else. Self-signed certificates require manual installation and configuration on each server and client that needs to communicate with them, which can be tedious and error-prone. 3rd party signed certificates are similar to CA signed certificates, but they are issued by a commercial entity that may charge a fee for their services. Security Authority (SA) is not a valid term for a certificate issuer. References: 1, 2, 3

An enterprise-focused Session Border Controller (SBC) providing voice and video connectivity from the enterprise IP network to service provider SIP trunks is Cisco Unified Border Element (CUBE). CUBE is a Cisco IOS software application that acts as a network border element between two or more VoIP networks, providing interconnectivity, security, and transcoding1. CUBE can be deployed on Cisco Integrated Services Routers (ISRs), Cisco Aggregation Services Routers (ASRs), or Cisco Cloud Services Routers (CSRs) in the enterprise network edge1. CUBE enables enterprises to use SIP trunking services from service providers, as well as interconnect their on-premises or cloud-based unified communications systems with other SIP networks1. CUBE also supports various features such as call admission control, media flow-through or flow-around, quality of service, and media recording1.

CUCM, CVP, and DNIS are not valid options for this question. CUCM stands for Cisco Unified Communications Manager, which is a call processing system that provides call control, device management, and user administration for Cisco IP telephony and video solutions2. CVP stands for Cisco Unified Customer Voice Portal, which is an interactive voice response system that provides self-service and call routing applications for contact centers3. DNIS stands for Dialed Number Identification Service, which is a feature that identifies the number dialed by the caller and passes it to the destination device. None of these products or features act as an enterprise-focused SBC providing voice and video connectivity from the enterprise IP network to service provider SIP trunks.

References: Cisco Unified Border Element Configuration Guide1, Cisco Unified Communications Manager Overview2, Cisco Unified Customer Voice Portal Overview3, Dialed Number Identification Service

When deploying Direct Attached Storage (DAS) only systems, it is important to remember that failure of a VM brings down all the components that are installed on the VM. This is because DAS is a type of storage that is connected directly to the computer accessing it, such as a PC or server, as opposed to storage that is accessed over a network, such as network-attached storage (NAS) or storage area network (SAN). DAS provides fast and low-latency access to the data, but it also limits the scalability and availability of the system. If a VM fails, the data stored on the DAS attached to that VM becomes inaccessible to other VMs or applications. Therefore, it is essential to have a backup and recovery strategy for the data on the DAS, as well as a high availability design for the VMs123. References: Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 12.6 (1)1, Direct-Attached Storage (DAS): What is it?4, Share an Azure managed disk across VMs2.

 The URL for the VOS O/S admin page is https:// :8443/osadmin. VOS O/S admin is a web-based tool that allows you to perform various administrative tasks on the Unified CCE servers, such as managing users, certificates, services, network settings, backups, and upgrades. VOS O/S admin requires the fully qualified domain name (FQDN) of the server and the port number 8443 to access the login page. The other options are not valid URLs for the VOS O/S admin page12. References: Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1)1, Cisco Unified Contact Center Enterprise Administration Guide, Release 12.5(1)2.

 = In order to configure SAML SSO for PCCE, you need to create claim rules that specify the claims sent from ADFS to Cisco Identity Service as part of a successful SAML assertion. The claim rules define how to transform the incoming claims from the AD FS identity provider into the outgoing claims that are expected by the Cisco Identity Service relying party. The two claim rules that are required for PCCE are:

• sAMAccountName - Logon names maintained for backward compatibility. This claim rule maps the sAMAccountName attribute from the AD FS identity provider to the uid attribute in the outgoing claim. The uid attribute is used to identify the authenticated user in the claim sent to the applications. The sAMAccountName attribute is the logon name used to support clients and servers from a previous version of Windows1.
• E-Mail Address - For the Outgoing claim type. This claim rule maps the E-Mail-Addresses attribute from the AD FS identity provider to the mail attribute in the outgoing claim. The mail attribute is used to provide the email address of the authenticated user in the claim sent to the applications. The E-Mail-Addresses attribute is the primary email address of the user2.

The other options are not valid claim rules for PCCE. The user_principal option is not a valid attribute name in AD FS. The Unspecified option is not a valid claim type in AD FS. The uid option is not a valid attribute name in AD FS, but it is the outgoing claim type that is mapped from the sAMAccountName attribute.

References :=

• AD FS 2.0 Setup for SAML SSO Configuration Example
• Configure Single Sign-On with CUCM and AD FS 2.0
• Checklist - Creating Claim Rules for a Claims Provider Trust
• Notes on ADFS as SAML IdP for ISE User Portals

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

 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.

= UC on UCS Tested Reference Configuration (TRC) is a type of deployment option for Cisco Unified Communications applications on Cisco Unified Computing System (UCS) servers. TRC is defined as Configuration Based, which means that it specifies the exact hardware configuration, including server model, CPU, memory, disk, RAID settings, BIOS settings, and network adapters. TRC also requires VMware vSphere as the virtualization software, and does not support any other hypervisor. VMware vCenter is not required for TRC, but it is recommended for managing multiple ESXi hosts. TRC is different from Specs-based, which is defined as Rule Based, and allows more flexibility in choosing the hardware components, as long as they meet the minimum requirements and follow the rules defined by Cisco. Specs-based also supports other hypervisors besides VMware vSphere, such as Microsoft Hyper-V and KVM. References :=

• Troubleshoot UC on UCS TRC, UC on UCS Specs-based, and 3rd-party Specs-based Deployments1
• Collaboration Virtualization Sizing2
• Unified Computing System Hardware3
• What to select - Cisco BE6000 or UC-on-UCS45

 According to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1), there are two considerations for PCCE 2K installation:

• You need to add PGs via PG setup after installing the software. This is because the PG setup tool allows you to configure the PGs for different types of peripherals, such as CUCM, CVP, and Finesse. You can also configure the network interface cards, the PG redundancy, and the PG security settings using the PG setup tool1.
• You need to run Websetup after installing the software. This is because the Websetup tool allows you to configure the PCCE components, such as the Router, Logger, AW-HDS-DDS, and CVP. You can also configure the call routing scripts, the dialed number plan, the agent teams, and the skill groups using the Websetup tool2.

You do not need to add Router Logger after installing the software, because the Router Logger is automatically installed and configured during the PCCE installation process3. You do not need to run Domain Manager tool, add root, facility, and instance, because the Domain Manager tool is only used for UCCE installations, not PCCE installations4. You do not need to install ICM/CCE software on all ICM/CCE servers, because the PCCE installation process automatically installs the ICM/CCE software on the required servers3.

References :=

Some possible references are:

1: Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1), Chapter: Create Virtual Machines for Components, Section: Create VM for Unified CCE PG, 4 2: Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1), Chapter: Configure PCCE Components, Section: Run Websetup, 1 3: Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1), Chapter: Install PCCE Software, Section: Install PCCE Software on Unified CCE Rogger, 3 4: Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1), Chapter: Install Unified CCE Software, Section: Run Domain Manager, 5

5: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_0_1/installation/Guide/ucce_b_ucce-install-upgrade-12-0/ucce_b_ucce-install-upgrade-12-0_chapter_0100.html

 A push sync is triggered when an administrator performs any create, update, or delete operation on a specific configuration item. A push sync sends the configuration changes to all the nodes in the PCCE deployment. A push sync is also triggered when an administrator adds or removes a node from the deployment.

References:

• Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-9
• Implementing Cisco Contact Center Enterprise (CCEI), page 2-10

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

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

The Single Pane of Glass (SPOG) is the web-based administrative interface that should be deployed to provide a unified and simplified view of the Unified CCE system, even though Unified CCE provides Configuration Manager as the legacy User Interface for administrators1. The SPOG is also known as the CCE Web Administration or the Unified CCE Administration console, and it allows administrators to configure and manage various Unified CCE features and settings, such as agents, attributes, precision queues, bucket intervals, media routing domains, license, bulk jobs, deployment type, system information, single sign-on, context service, and contact center AI23.

The other options are incorrect because:

• A: WebSetup is not a web-based administrative interface, but rather a tool that is used to install and configure the web setup components, such as the web setup database, the web setup service, and the web setup client, on the Unified CCE servers. WebSetup is used to perform initial configuration tasks, such as setting the deployment type, the instance name, the security mode, the license server, and the LDAP directory4.
• B: Contact Centre Management Portal (CCMP) is not a web-based administrative interface for Unified CCE, but rather a separate product that provides a web-based interface for managing Cisco Unified Contact Center Express (UCCX) and Cisco Unified IP Interactive Voice Response (IP IVR) systems. CCMP allows administrators to perform tasks such as creating and modifying scripts, applications, triggers, teams, skills, and CSQs, as well as monitoring and reporting on the system performance and agent activity5.
• C: LDAP Plugin is not a web-based administrative interface, but rather a component that enables Unified CCE to integrate with an external LDAP directory, such as Microsoft Active Directory, for user authentication and authorization. LDAP Plugin allows Unified CCE to synchronize user data from the LDAP directory and assign roles and permissions to the users based on their LDAP group membership2.

References:

1: UCCE 10.5 Web Admin Interface - Cisco Community 2: Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.6 (1) - Web Based CCE Administration [Cisco Unified Contact Center Enterprise] - Cisco 4: Web Setup Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Web Setup Overview [Cisco Unified Contact Center Enterprise] - Cisco 5: [Cisco Unified Contact Center Management Portal Data Sheet - Cisco] 3: Web Based CCE Administration - Cisco 6: Web Setup Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Web Setup Overview [Cisco Unified Contact Center Enterprise] - Cisco : Cisco Unified Contact Center Management Portal Data Sheet - Cisco