Cisco Unified Workforce Optimization Licensing

Hello All, I'm Implementing Cisco Unified Workforce Optimization primarily for call recording but I am confused on the licensing. I received a part code of CCX-10-CR-LIC but does this get registered to the CCX, should it go against the QC application or have I got the incorrect part completely?
Thanks in advance
Paul

Hi George, I'm having problems syncing the CC database. The user is uccxworkforce by default but I dont remember defining this user. The check list of QC says to check the user password. I did create the user a s a normal end user in cucm then in ccx gave it admon rights so it should have access to the data base but I still get an error about SyncServer error Exception while getting DB connection (-1)
any ideas?
p.s. I hate this product it is so difficult to install.

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DOCUMENTATION - Cisco Unified Workforce Optimization - Call Recording

Hello,
I'm trying to sell the Cisco Unified Workforce Optimization - Call Recording option in a customer, but he is asking me to send him some documentation about capacities and functionalities. I'm not able to find this kind of information of the website. Can anybody help me? Thanks!

Hi,
Please check the following link. hope this helps!!!
http://www.cisco.com/en/US/products/ps8293/products_data_sheets_list.html
Thanks,
Dass
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Cisco Unified CCX Premium - Web Chat Features

We would like to provide a system so that our Call Center Agents can chat with customers through our website. Similar to the way Cisco.com does it, where after you're on our site for a few minutes a little box pops up and asks the customer if they would like to chat with an agent.
What products do we need in order to facilitate this? We have the required Cisco Unified CCX Premium licenses and cisco.com shows that "Web Chat" is a feature that is provided by this license.

Hi Steven
Web Chat is in 9.0, and you are entitled to it if you have Premium and are upgraded/upgrading to that version.
It requires SocialMiner - my understanding is that you get the 'agent' licenses for as part of your CCX Premium. What you don't get is the OS and DB software entitlement for the SocialMiner server, which you have to purchase. This is much like the old days when you got free 5-seat UCCX with CUCM, but had to buy the OS disribution and server hardware.
Regards
Aaron

Cisco Unified Contact Center Express 8.5 feaures ( Standard License)

Can somebody give some info regarding what are the Highliting feaures that i can have with UCCX Sandard Licenses. ?
Can the Agents use CAD and for Superviosrs CSD ?What are the highligting features available with Sandard License ?
Recording and Silent Monitoring is Possible ?
Configured Licenses:
Package: Cisco Unified CCX Standard
Total IVR Port(s): 300
Cisco Unified CCX Standard Seat(s): 23
High Availability : Disabled
Cisco Unified CCX Maximum Agents: 400

Dear mohamedbineesh,
Allow me to answer as best as I can.
UCCX Standard Edition is quite a limited package, you won't be able to use features like CAD or Silent Monitoring/Recording. You can use Supervisor Desktop, but again, the features are limited, for a full view of features that you can use with Standard Edition, please check the document below:
Cisco Unified Contact Center Express
Solution Reference Network Design
Cisco Unified Contact Center Express, Release 8.
Cisco Unified CCX Packaging
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/design/uccx851srnd.pdf
IPPA features
CSD supported Licensing platforms
I hope this helps. Any question please let me know.
Regards,
Daniel Amador
CCIE# 38898 (Voice)

Ask the Expert: Upgrading Cisco Unified Communications Manager (CUCM) to Version 9.1 (Drive to 9)

Welcome to the Cisco Support Community Ask the Expert conversation. Learn from experts Vijay Rao and Amit Singh about simplified upgrade process and focused support from Cisco to migrate to version 9.1.
This is a continuation of the live Webcast
Drive to 9 is a comprehensive and holistic program designed to help you upgrade the current Cisco® Unified Communications Manager installed base to version 9.1 or higher. This upgrade will enable customers to have next-generation collaboration experiences.
During the live event, Cisco subject matter experts Vijay Rao and Amit Singh focussed on the simplified upgrade process and focused support from Cisco to migrate to version 9.1. They also talked about the changes made to the licensing model of User Connect Licensing and Cisco Unified Workspace Licensing.
Vijay Rao is a Network Consulting Engineer and is currently a unified communications (UC) consultant for Bank of America. He has been providing consulting assistance to the bank for the past 6 years. He helps design complex UC networks for large enterprise customers. He was previously part of Cisco IT in the Asia Pacific, Japan, and China (APJC) region and was instrumental in designing and implementing the Bangalore campus. He has been working with Cisco for 9 years and has 12 years of UC experience. He has a Cisco CCVP® certification.
Amit Singh is a customer support engineer at the Cisco Technical Assistance Center in Bangalore, India. He has 7 years of experience in his areas of expertise: wireless, Cisco Unified Communications Manager, multiservices, Cisco Unity®, and Cisco Unified Contact Center Express. He has been involved in various escalation requests from India, Singapore, and Australia and is currently working as a technical lead for the Voice team in Bangalore, India. He is a computer science graduate.
Remember to use the rating system to let Vijay and Amit know if you have received an adequate response.
Vijay and Amit might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration, Voice and Video sub-community forum shortly after the event. This event lasts through July 19, 2013. Visit this forum often to view responses to your questions and the questions of other community members.
Webcast related links:
Webcast Video
FAQ from the live webcast
Slides from the live webcast

Hello Robert,
Apologies for a delayed response, some days get very hectic.
In CallManager, we only define the SRST reference, and CUCM version and SRST version are independent of each other.
The only thing, which is related and will change with CUCM upgrade is Phone F/w version.
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf
You may just want to check your, phone f/w compatibility with the SRST version running on your ISR G1 Gateways:
http://www.cisco.com/en/US/products/sw/voicesw/ps2169/products_device_support_tables_list.html
For Example: SRST version 7.1
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/vcallcon/ps2169/data_sheet_c78-520521.html
You may want to do some lab testing with CUCM 9.1 and an SRST supported f/w on your phones.
If you decide to run the old Phone/F/w to support the SRST version, you may not be able to take advantage of new features.
Also, you can try and upgrade your phones(Wih CUCM 9.1) and test them with your SRST version.
It should work fine, but from a troubleshooting perspective, TAC may request you to come into a Cisco Supported combination.
Please, let me know if this clarifies your doubt or we can have a quick phone call.
Regards
Amit Singh

Ask the Expert: Cisco Unified Computing System Director

With Andrew Nam
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about Cisco Unified Computing System (UCS) Director with Cisco expert Andrew Nam.
Cisco UCS Director was designed to operationally integrate bare-metal and virtual data center infrastructure resources to address complex, time-consuming, manual, and compartmentalized management processes. These processes burden IT organizations, preventing them from achieving business agility and efficiency. Cisco expert Andrew Nam will provide an update on installation, configuration, and troubleshooting VM provisioning process using Cisco UCS Director.
Andrew Nam is a data center solution engineer in the DC Solution team in Sydney, Australia, responsible for orchestrating the end-to-end solution support of Cisco Data Centre solutions, including Cisco UCS, Cisco Nexus architecture, VBlock/FlexPod, VDI/VXI, and cloud solutions. His areas of expertise include routing and switching, load balancer, WAN optimization, VPN, and firewalls. Andrew has worked for Cisco for more than 13 years and has 15 years of experience in the networking industry. He graduated from New South Wales University in Australia with a mechanical/manufacturing engineering degree and holds R&S CCIE 9586, VMware VPC5, and Citrix CCA - Xendesktop5 certifications.
Remember to use the rating system to let Andrew know if you have received an adequate response.
Andrew might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in Data Center community, sub-community, Unified Computing discussion forum shortly after the event. This event lasts through January 17, 2014. Visit this forum often to view responses to your questions and the questions of other community members.

Hi James
This Ask the Expert session may not be the right place to show you all the essential steps for how the workflow can be related to task library to achieve your initial setup flow chart, and onboarding a new client.
However, I can briefly walktthrough "Client blade Provisioning" task so it might give some idea and how you can go about.
Assumption : the infrastructure used in the following examples consists of:
- Vmware VCenter
- Cisco UCS
- NetApp ONTAP controlled storage
To be able to provision Cisco UCS blade server in automated fashion, you need to create and define the below UCS entities beforehand.
- Create UCS Organisation
- Create UUID Pool
- Create MAC Address Pool
- Create WWNN Pool
- Create WWPN Pool
- Create vHBA Templates
- Create vNIC Templates
- Create UCS Policy vHBAs
- Create UCS Policy vNICs
- Create Storage Policy
- Create Network Policy
- Create SAN Boot Policy
- Create LAN Boot Policy
Once you create all the policy above, you are good to set up a workflow container for the client blade provisoining.
1. Create UCS Service Profile
- Add a ‘Create UCS Service Profile’ workflow task and select ‘Map to User Input’ for ‘Service Profile Name’. Select the ‘Service Profile Name’ dropdown as created when the workflow container was created.
- ‘Create UCS Service Profile’ inputs. Ensure that Storage_Policy, Network_Policy, Boot_Policy_LAN and Boot_Policy_SAN entries are correct.
- Once this is done , you can move to SAN zoning.
2. Configure SAN Zoning
- In this step, a new workflow task will be created in order to configure SAN zoning. Rather than use a specific user input for this task, output variables from the previous ‘Create UCS Service Profile’ workflow task will be used as input items for this task.
- Open the workflow and search for the workflow task ‘configure san zoning’. Drag the storage workflow task into the work area and map the following user inputs.
Create Flexible Volume
- Create a ‘Create Flexible Volume’ workflow task in order to build a NetApp flexible volume and provision it for the required size.
- Once again, reconfigure the workflow such that the success criteria from the ‘Configure SAN Zoning’ workflow task proceeds to ‘Create Flexible Volume’.
Create LUN
- Using the NetApp ONTAP ‘Create LUN’ workflow task, create a LUN located within the volume created during the previous step. In order to do this, map the Volume Name user input to the output from the previous ‘Create Flexible Volume’ workflow task.
- Next, enter the LUN details, ensuring that the configured size is less than that of the volume created in the previous step.
- As before, re-map the workflow designer flow so that the successful output of the Create Flexible Volume workflow task flows into this task.
3. Create Initiator Group
- Create a ‘Create Initiator Group’ workflow task in order to build a NetApp ONTAP Initiator Group. Map the ‘Filer Identity Name’ attribute to the OUTPUT_FILER_IDENTITY output variable as supplied by the ‘Create NetApp Flexible Volume’ workflow task as created earlier in this workflow.
- Once again, modify the the workflow designer flow so that the successful output from ‘Create LUN’ flows into ‘Create Initiator Group’
4. Add Initiator to Initiator Group
- Create an ‘Add Initiator to Initiator Group’ workflow task and map the ‘Initiator Group Name’ entry to the OUTPUT_IGROUP_IDENTITY output variable from the ‘Create NetApp Initiator Group’ workflow task and map the ‘Initiator Name’ entry to the SP_VHBA1 output variable from the ‘Create UCS Service Profile’ workflow task created earlier in this flow.
- Repeat this task for in order to add initiator name entry for SP_VHBA2. Once done, re-map the successful output from the two Create Initiator Group workflow tasks so that they flow into each other as follows:
- Move onto the next step in order to map the created LUN to the initiator group.
And the rest of steps are fairly similar to above. Create a Workflow and map the User Input Mappings".
5. Map LUN to Initiator Group
6. Modify UCS Boot Policy LUN ID
7. Select UCS Server
8. Associate UCS Service Profile
9. Power On UCS Server
10. Modify UCS Service Profile Boot Policy
11. Add VLAN to Service Policy
12. Disassociate UCS Service Profile
13. Wait for Specified Duration
14. Associate UCS Service Profile
15. Power On UCS Server
16. Register Host with VCenter
regards
Andrew

Cisco Prime Collaboraiton Standard Licenses

Dear Team,
I have a customer purchased Cisco CUWL PRO & Enhanced Licenses for 10,000 Users for Unified CM version 8.0 and now he is asking for upgrade to version 10.5. The question is :
1-since he did reinstatement for different type of licenses and already has the order, Should the customer entitle Cisco Prime Collaboration licenses by default or he has to purchase them separately?
2-Does the customer going to receive Cisco Prime Collaboration Standard (Porvisioning and Assurance only) ?, If so for How many license Users it comes by default?. If less than 10000 ,then how to order the remaining?.
Thanks in advance
Regards,

Prime collaboration standard is free and does not require any licenses. Advanced license is separate from any UC user licenses:
Cisco Prime Collaboration Packaging: Standard and Advanced Options
Beginning with version 10.0, Cisco Prime Collaboration is provided in two different offerings. Cisco Prime Collaboration Standard is included with all Cisco Unified Workspace Licensing and Cisco User Connect Licensing, and Cisco Prime Collaboration Advanced is available for upgrade. The Standard option is only available and compatible with Cisco UC 10.0. The Advanced option supports Cisco UC 8.x - UC 10.x. The Standard option enables provisioning of all voice and video services purchased and fault monitoring across voice and video for a single cluster environment. For deployments that require more advanced management, Cisco Prime Collaboration Advanced offers multi-cluster scale, additional automation, deeper diagnostic capabilities, and long-term reporting. This order guide addresses Cisco Prime Collaboration Advanced only.
Customers who are interested in Cisco Prime Collaboration Advanced may activate the “Advanced Evaluation” from within the Prime Collaboration Standard GUI, for a 60 day term, or may purchase a permanent Cisco Prime Collaboration Advanced. For more information about license installation, please refer to the Cisco Prime Collaboration Quick Start Guide 10.0 posted on Cisco.com under ‘Install and Upgrade Guides.
from:
http://www.cisco.com/c/en/us/products/collateral/cloud-systems-management/prime-collaboration/guide-07-729809.html
Chris

Cisco Unified Communications Manager

Can someone tell me the main diferences between OCMS and Cisco Unified Communications Manager?
Best regards,
Joel.

1.Licensing on v10 is not different from version9. But yes it has been renamed to Cisco Prime License Manager.
If you compare licenses on v10 to CUCM version 8.X or earlier, then in that case you will see a BIG change. If you need more info about this change please do let me know.
2.IM and Presence Service Release 10.0(1) is supported only with Cisco Unified Communications Manager Release 10.0(1).
Note IM and Presence Service Release 9.1(x) is supported only with Cisco Unified Communications Manager Release 9.1(x).
Source: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/compat/10_x/CUCM_BK_CD1DB914_00_compat_matrix/CUCM_BK_CD1DB914_00_compat_matrix_chapter_011.html#CUP0_RF_SECB5848_00
3. End user features include SAML SSO, vido on hold (contact center environment), etc. This session on routing enhancement covered urgent priority which would also translate to end user experience as they might not face the delay in call completion.

Cisco Unified Communications Manager Version 8.6(2.24106)

Hi,
Cisco has released a new software update for Cisco Unified Communications Manager Version 8.6 Release Version:8.6(2.24106). I have been trying to find the release notes for bugs/fixes resolved in this version and open caveats but the documentation for this release does not mention them. Any idea what does this release covers ?
Software Updates for Cisco Unified Communications Manager Version 8.6
Product Name :
Cisco Unified Communications Manager Version 8.6
Release Version:
8.6(2.24106)
Alert Type:
New File
File Name:
cmterm-devicepack8.6.2.24106-2.cop.sgn
File Description:
Cisco Unified Communications Manager 8.6(2.24106) Device Package - Compatible UCM Version: 8.6
File Release Date:
10-DEC-2013
Regards
Robin Thomas

Hi Robin,
This is actually a "new" Device Pack for CUCM 8.6(2) rather than
a new CUCM version release. See below
Cisco Unified Communications Manager Device Package 8.6(2)
(24106-2) Release Notes
http://www.cisco.com/web/software/282074299/108461/CiscoUnifiedCommunicationsManagerDevicePackage8.6.2.pdf
The latest CUCM release for 8.6(2) is;
8.6(2a)su3 US Export Restricted - full encryption capabilities (non-bootable) - For upgrade from 8.x+. Upgrades from 6.1(4)+, 7.1(3), 7.1(5) need to be requested via PUT (www.cisco.com/upgrade) or purchased to obtain necessary license
UCSInstall_UCOS_8.6.2.23900-10.sgn.iso
Cheers!
Rob
"When it comes to luck you make your own "
- Springsteen

Migration Cisco Unified Communications Manager 6.1 to Cisco Small Business Edition 5000

Hello,
I want to know two things:
1) I want to know if I have 1000 dlu. how many licenses would be in the new licenses for Cisco Unified Communications Manager Business edtition? Because i have Cisco Ip Communicator, Cisco Personal Communicator, Video Advantage and unified Messaging.
2)To migrate data from my current CUCM what tool should I use? DMA?
Thanks

I can't assist on #1 but #2 is pretty much a regular upgrade. The only CUCMBE before having the 3 flavors we have now, has turned into the 5K option.
There's no DMA as that's from Windows to Linux. It's either DRS (EXACT same source and destination version) or BAT.
HTH
java
If this helps, please rate
www.cisco.com/go/pdihelpdesk

Cisco Unified Communications Manager 10.0 - New Features Google Hangout Q&A Session

Engineer, Customer Support, Cisco
Welcome the Cisco Support Community Google Hangout Q&A Session about Cisco Unified Communications Manager 10.0. If you have any questions regarding the product or the content of the Google Hangout, please post them here.
Cisco UCM Product: http://cs.co/cucm10 http://cs.co/cucm10
Google Hangout Page : https://plus.google.com/events/cmt40r73djuhnauh5blg31k13ic

1.Licensing on v10 is not different from version9. But yes it has been renamed to Cisco Prime License Manager.
If you compare licenses on v10 to CUCM version 8.X or earlier, then in that case you will see a BIG change. If you need more info about this change please do let me know.
2.IM and Presence Service Release 10.0(1) is supported only with Cisco Unified Communications Manager Release 10.0(1).
Note IM and Presence Service Release 9.1(x) is supported only with Cisco Unified Communications Manager Release 9.1(x).
Source: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/compat/10_x/CUCM_BK_CD1DB914_00_compat_matrix/CUCM_BK_CD1DB914_00_compat_matrix_chapter_011.html#CUP0_RF_SECB5848_00
3. End user features include SAML SSO, vido on hold (contact center environment), etc. This session on routing enhancement covered urgent priority which would also translate to end user experience as they might not face the delay in call completion.

Cisco Unified Communications Express

I have a brand new router, 3825 and licensing so no worries there. I also have some discs Cisco Unified Communications Express Products and Cisco Unified Contact Center Express/ IP IVR.
Question 1) I am trying to install CME (which I hear is now Unified Communications Express). Do one of these disc have it on it? I have checked the flash of the router and i see no cme. I have the Adv IP Services IOS.
Question 2) What is on those discs.

Hello Adam,
the CME is a feature that comes integrated with you IOS software, and you just need to enable it in case that you would like to configure it and work with it.
Since you have the Adv IP services IOS you should be able to use this voce feature without any issue. In the follow documments you could find first the basic configuration for a CME and CUE and the second one is the admini guide in case that you would like to see some other features.
http://www.cisco.com/en/US/products/sw/voicesw/ps5520/products_configuration_example09186a008037f2a9.shtml
http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmeadSIX.html
HTH
Walter Solano
CCNA Voice
Cisco UCCX Specialist

Cisco Unified CM Administration ver 7.1 date and time issue

We are using Cisco Unified CM Administration ver 7.1. I think this will be an easy one. I've done it before and need to do it again. Is there an easy way to adjust the time that appears on all our Cisco 7945 phones. It is out by a dozen of minutes... Thanks Don

The latest release of CUCM 7.1.5 is 7.1.5.35901-1, so you can always try that. Link to download:
http://software.cisco.com/download/release.html?mdfid=282421166&flowid=45895&softwareid=282074295&release=7.1(5b)SU6a&relind=AVAILABLE&rellifecycle=&reltype=latest
The latest version of CUCM software is 9.1.2 with 10.0 coming out any day, thought those would be considered major upgrades and would require some planning, on i.e. ensure hardware compatibility, all software compatibilities, ELM licensing migration, etc.
HTH,
Chris

Problem with Cisco Bars after Database Republish ("Could not find Cisco Unified database on this server")

OS Version: 2000.4.3a
OS Service Release: 2000.4.5bSR21
OS Upgrade: 2000.4.5a
Bars Version: 4.0.15000
CUCM Version: 4.2(3)sr4b
During the upgrade process of our CUCM 4.2(3) to version CUCM 4.2(3)sr4b the database replication between our 2 servers (1x pub, 1x sub) failed. After fixing this via dbhelper tool (everthing´s green and smiling again) service seemed to be ok.
But now Cisco Bars does not work anymore. The backup process of the publisher fails with "Error=[Microsoft][ODBC SQL Server Driver][SQL Server]Login failed for user '(null)'. Reason: Not associated with a trusted SQL-Server connection." So it looks like some kind of database setting for bars is misconfigured after the republishing process.
Yesterday I tried to reinstall BARS (now in the newest version 4.0.150000), but the same error message occured. Now I get the message "Could not find Cisco Unified database on this server" when I try to configure the Backup source within BARS.
Curiously the backup of our second CCM (sub) works as expected (but without CDR and TFTP Data). The "BackAdmin" User exists and is not locked (and wasn´t changed manually at all).
I am runnig out of ideas... :-(
Any hint or idea on how to fix this is kindly appreciated
best regards
Michael

Mike,
I don't have anything definitive here but I am wondering if there is a discrepency between the database names. In SQL Enterprise Manager, you can go to the Publisher and see what the current database name is. It will be the one being replicated and will take the form of CCM0300 or CCM0301 or CCM0302. You should see more than one. Anyway, take note of the name.
Then on the Publisher launch regedit and go to HKLM\Software\Cisco Systems, Inc.\DBL\
Look at the values for DBConnection0 and DBConnection1.
It will be something like DSN=CiscoCallManager;Server=;DATABASE=;Trusted_Connection=yes
Does the in the DSN match what you expect?
Also, going to back to SQL Enterprise Manager, check out the permissions on the database (Right Click->Properties, go to Permissions tab).
Another thing to check if you think it is permissions related is the AdminUtility.exe (c:\program files\cisco\bin\). This can be used to resync system account passwords.
TBH, I am just shooting in the dark here but these are things I would check.
Regards,
Bill

How do I remove the certificat error everytime I try to access the Cisco Unified CM Administration web-page?

Hi,
Every time I want to have access to the Cisco Unified CM Console (System version: 7.0.1.11000-2), I use the https://10.10.x.x/ccmadmin/showHome.do homepage on my client computer, but when I open the page, I get a SSL certificate error, stating no trust to this webpage security certificate and if I those "continue to this page (not recommended)", I get access to the Cisco Unified CM Console web page.
I have tried to add the https://IP-adress to secure web pages in Internet Explorer 7, but this to no avail, it does not help.
How do I add this certificate to a trusted something, so I do not get this warning every time I open the page?
Kind regards,
Carl-Marius

Hi Michael,
It worked when I change the IP-address to the name that was written in the certificate, and imported the certificate to Internet Explorer.
Thank you for your fast and very precise help!
Kind regards,
Carl-Marius

Cisco Unified Workforce Optimization Licensing

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