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Page 3 - Contents

Contents Preface ................................................................................................................................................. 7 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Do...

Page 7 - Preface; About this guide

Preface  About this guide  Document conventions  Other learning resources

Page 8 - In this release, Unified WIM is not integrated with Unified CCX.; Variable

8 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Welcome to Cisco® Interaction Manager™, multichannel interaction software used by businesses all over the world to build and sustain customer relationships. A unified suite of the industry’s best applications for web and email int...

Page 9 - Other learning resources; Online help; Document set

Preface 9 Other learning resources Various learning tools are available within the product, as well as on the product CD and our web site. You can also request formal end-user or technical training. Online help The product includes topic-based as well as context-sensitive help. Online help options D...

Page 10 - Planning; Configuration options

Planning  Configuration options  Additional partitions

Page 11 - Single server or collocated:

11 Designing the right configuration for your business is the first step toward setting up a robust and scalable system. Configuration options for Cisco Interaction Manager are many—ranging from a simple single-server installation to many flavors of distributed installations. This chapter describes ...

Page 12 - Additional partitions

12 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Additional partitions Meant for enterprise-wide deployments, a single installation of Unified WIM and Unified EIM can be used by independent business units in an organization with the help of separate business partitions. While t...

Page 13 - tasks

Pre-installation tasks  Verifying system requirements  Collecting required information  Configuring environment variables  Verifying SQL Server authentication settings  Verifying state of Microsoft Search service  Setting up user accounts and permissions  Verifying directory names  Creating ...

Page 14 - Verifying system requirements; Bandwidth and hardware requirements; To verify bandwidth and hardware requirements:; Software requirements; To set up the required software environment:

14 Cisco Unified Web and E-Mail Interaction Manager Installation Guide This chapter describes pre-installation procedures. It is important to perform these procedures carefully. As you need to prepare the installation environment in advance, read this installation guide and the following documents b...

Page 15 - Collecting required information; To collect required information:; Configuring environment variables; Verifying SQL Server authentication settings; To verify the authentication mode of SQL Server:

Pre-installation tasks 15 d. Enable mixed-mode authentication. e. In SQL Enterprise Manager, ensure that the Full-text Search service is running. 4. Ensure that an accessible POP3 server is running. Collecting required information To collect required information:  Use the reference sheet provided i...

Page 16 - Verifying state of Microsoft Search service; To verify the state of the Microsoft Search service:; Setting up user accounts and permissions; To set up user accounts and permissions:

16 Cisco Unified Web and E-Mail Interaction Manager Installation Guide 5. Verify that the SQL Server authentication mode is set to SQL Server and Windows . If authentication is set to Windows only , then the application won’t be able to connect to the database. Verify SQL Server authentication Verif...

Page 17 - Verifying directory names; To verify directory names:; Creating WebLogic domains; Creating a WebLogic domain for the primary application server; To create the WebLogic domain for the primary application server:

Pre-installation tasks 17 3. Verify that the IIS service is running. In a single-server or split-server configuration, you can run the system using the local system account. In a collocated or distributed-server configuration, a domain account must be used. Verifying directory names To verify direct...

Page 20 - Creating WebLogic domains for secondary application servers; To create the WebLogic domain for a secondary application server:

20 Cisco Unified Web and E-Mail Interaction Manager Installation Guide 7. In the Create WebLogic Configuration window, select myserver and click Create to complete the process of creating the domain. Create WebLogic configuration After creating the WebLogic domain, you can verify that it has been cr...

Page 26 - Verifying WebLogic domains; To verify a WebLogic domain:; Configuring virus scanner; To verify network configuration:; Verifying Unified CCX installation

26 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Verifying WebLogic domains After creating a WebLogic domain, you can verify that it has been created successfully. To verify a WebLogic domain: 1. Go to BEA_Home \ user_projects\domains. 2. Verify that there is a folder with the ...

Page 27 - Installing a single-server or collocated configuration

Installation process  Installing a single-server or collocated configuration  Installing a split-server or collocated configuration  Installing a distributed-server configuration

Page 28 - To install a single-server or collocated configuration:

28 Cisco Unified Web and E-Mail Interaction Manager Installation Guide This chapter helps you install the product in the configuration you have chosen (see “Configuration options” on page 11 ). It describes the process of installing single-server, split-server, and distributed-server configurations....

Page 29 - File Server

Installation process 29 Select installation options for a single-server Unified EIM installation If it you are installing both applications or only Unified WIM, use a collocated configuration, where the web server is installed on a separate machine outside the firewall. In this case, select the foll...

Page 31 - RMI activation port:

Installation process 31 7. Type the path or browse to the folder where you would like to install Cisco Interaction Manager. Provide a location for the Cisco Interaction Manager home directory 8. In the WebLogic Server and RMI Parameters window, provide the following details:  Domain Location: Locat...

Page 35 - Finish

Installation process 35 Provide partition database parameters 13. Review the information displayed in the Summary window, and click Install. 14. In the Installation Complete window, click Finish to complete the installation process for Cisco Unified Web and E-Mail Interaction Manager. The next few s...

Page 37 - Close; Additional steps for collocated configurations; To install the web server:

Installation process 37 Provide Unified CCX server details 18. Review integration details and click Close to complete the process. Close the wizard Additional steps for collocated configurations If the installation includes Unified WIM, it becomes a collocated deployment, where the web server is ins...

Page 38 - Installing a split-server or collocated configuration; To install a split-server or collocated configuration:; Installing a distributed-server configuration; Refer to the sheet on

38 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Installing a split-server or collocated configuration A true split-server deployment is possible only for Unified EIM installations. If the installation includes Unified WIM, it becomes a collocated deployment, where the web serv...

Page 39 - Installing the database; To install the database:; Database; their clocks are synchronized.

Installation process 39 Installing the database This section describes the process of installing Cisco Interaction Manager master database and the default partition database. To install the database: 1. Follow Steps 1–3 in “To install a single-server or collocated configuration:” on page 28 . 2. In ...

Page 40 - Description of partition:

40 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Create the first system administrator user account 4. In the Cisco Partition Administrator Account and Partition window, create the first partition administrator user account and the partition. Provide the following:  User name:...

Page 41 - Database listener port:

Installation process 41  Database listener port: Port number of the MSSQL Server.  Datafile path: Path of the folder on the database server, where you want to create the data file. For example, MSSQL_Home \MSSQL\Data .  Datafile initial size (MB): Minimum size of the data file for the database. ...

Page 42 - Installing the primary application server and file server; To install the primary application server and file server:

42 Cisco Unified Web and E-Mail Interaction Manager Installation Guide  Database listener port: Port number of the MSSQL Server.  Datafile path: Path of the folder on the database server, where you want to create the data file. For example, MSSQL_Home \MSSQL\Data .  Datafile initial size (MB): Mi...

Page 44 - myserver

44 Cisco Unified Web and E-Mail Interaction Manager Installation Guide 4. Type the path to or browse to the JDK home directory. Provide the path to the JDK home directory 5. Type the path to or browse to the folder where you would like to install the components. Provide a location of the Unified WIM...

Page 45 - you don't provide the host names, the installation will fail.

Installation process 45  Listen port: Port number of the WebLogic server.  SSL listen port: Secure Socket Layer Listen port number of WebLogic.  RMI registry port: Port number used by the Remote Method Invocation (RMI) registry naming service.  RMI activation port: Port number used by the RMI Da...

Page 49 - Installing secondary application servers; To install a secondary application server:; primary application server.

Installation process 49 Provide Unified CCX server details 15. Review integration details and click Close to complete the process. Close the wizard Installing secondary application servers Install secondary application servers, following the steps detailed in this section. You will need to create a ...

Page 50 - Installing the web server; Web Server; User name to connect to File server share:

50 Cisco Unified Web and E-Mail Interaction Manager Installation Guide  Server name: The server name should be different than the one given for the primary Unified WIM and Unified EIM application server.  Listen port: The port number should be the same as the one given for the primary Unified WIM ...

Page 52 - Installing the services server; To install the services server:; Services Server

52 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Installing the services server In this section, we describe the process of creating the services server. To install the services server: 1. Follow Steps 1–3 in “To install a single-server or collocated configuration:” on page 28 ...

Page 55 - Setting up archives for partition databases; Applying updates; Changing web server settings; Configuring Internet Information Services; To configure Internet Information Services (IIS) on the web server:; Start

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 Unified WIM and Unified EIM. Setting up archives for partition databases It is important to set up an archive for each partition database to ...

Page 56 - Recycle worker process (number of requests); Shutdown worker process after being idle for

56 Cisco Unified Web and E-Mail Interaction Manager Installation Guide 2. In the navigation tree, go to Application Pools > DefaultAppPool . Right-click the node and select Properties. Open the DefaultAppPool node 3. In the DefaultAppPool Properties window, on the Recycle tab, clear the following...

Page 57 - Configuring pool thread limit; To configure pool thread limit:

Post-installation tasks 57  Limit the kernel request queue Clear the Shutdown worker process and Limit kernel request queue options 5. On the Health tab, clear the following options:  Enable pinging  Enable rapid fail protection Click Apply . Then click OK to close the window. Clear the Enable pi...

Page 58 - Regedit; PoolThreadLimit; Configuring content expiration settings; Make sure you have typed “f” eight times.

58 Cisco Unified Web and E-Mail Interaction Manager Installation Guide 2. Type: Regedit Press the Enter key. 3. In the Registry Editor window, navigate to HKEY_LOCAL_MACHINE > System > CurrentControlSet > Services > InetInfo > Parameter. Navigate to InetInfor parameters 4. Go to Edit ...

Page 59 - To configure content expiration:; system; Removing extension mapping; To remove extension mapping:; temp

Post-installation tasks 59 whether to display a cached page, or request an updated page from the server. We recommend you set the expiration to 365 days for optimum performance. To configure content expiration: 1. Go to Start > Programs > Administrative Tools > Internet Services Manager. 2....

Page 60 - Configuration; Remove; Changing authentication settings for web site; To change authentication settings for the web site:

60 Cisco Unified Web and E-Mail Interaction Manager Installation Guide 4. In the temp Properties window, on the Virtual Directory tab, click the Create button, and then click the Configuration button. Click the Create button and the Configuration button 5. In the Application Configuration window, on...

Page 61 - Web Sites > Default Web Site; Properties; Authentication and access control

Post-installation tasks 61 2. Browse to Web Sites > Default Web Site . 3. Right-click Default Web Site and click Properties . 4. In the Default Web Site Properties window, go to the Directory Security tab. 5. In the Authentication and access control section, click the Edit button . Click the Edit...

Page 62 - Changing security credentials for network directory; To change the network directory security settings:

62 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Changing security credentials for network directory This section describes the procedure for configuring network directory security credentials for each Unified WIM and Unified EIM virtual directory. These steps are required when...

Page 63 - Changing logon parameters for Cisco service; To change the logon parameters:; This account

Post-installation tasks 63 Configure the security credentials for network directory Repeat these steps for all the Unified WIM and Unified EIM virtual directories. Changing logon parameters for Cisco service You need to change logon parameters for the domain user. In a distributed installation, do i...

Page 64 - Configuring permissions for installation directory; To configure permissions:; Configuring a web site for the messaging applet; Creating a new web site; To configure a new web site:; Web Sites

64 Cisco Unified Web 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. To configure permissions: 1....

Page 66 - Verifying messaging applet web site; To verify the messaging applet web site:

66 Cisco Unified Web and E-Mail Interaction Manager Installation Guide 7. In the Web Site Home Directory window, type the path or browse to the default directory for the web site. It should be the same as configured for the Default Web Site. For example, c:\Inetpub\wwwroot . Click Next. Provide the ...

Page 67 - Configuring web site properties; To configure the properties:; Execute Permissions; Configurations

Post-installation tasks 67 Configuring web site properties To configure the properties: 1. Go to Start > Settings > Control Panel > Administrative Tools > Internet Information Services. 2. Browse to Web Sites, and select the Messaging Applet web site. 3. Right-click Messaging Applet web ...

Page 68 - Mappings; Creating virtual directories; To create a virtual directory:

68 Cisco Unified Web and E-Mail Interaction Manager Installation Guide 8. In the Add/Edit Application Extension Mapping window that opens, provide the following details:  Executable: Provide the path to the file containing the WebLogic plugin for IIS. For example, Drive_Name \ Inetpub\wwwroot\cisco...

Page 69 - Read

Post-installation tasks 69 5. In the Virtual Directory Alias window, provide the name of the virtual directory. The name should be the same as configured in the default web site. Click Next. Provide the name for the virtual directory 6. In the Web Site Content Directory window, browse to the eServic...

Page 70 - Configuring the Applet host setting; To configure the Applet host setting:

70 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Click Next. Configure the access permissions 8. In the next window, click the Finish button to complete the configuration process. 9. Make sure that the permissions configured for this virtual directory are the same as configured...

Page 71 - Setting up secure socket layer; To separate the web server from the application server:; Starting and stopping Cisco Interaction Manager; To start Cisco Interaction Manager:

Post-installation tasks 71 Setting up secure socket layer Secure Sockets Layer (SSL) is widely used to create a secure communication channel between web browsers and servers. Set up SSL for more secure connections to your Cisco Interaction Manager installation. This is an optional step. See Chapter ...

Page 72 - To stop Cisco Interaction Manager:; Logging in to the business partition; Logging in from Internet Explorer; To log in to the business partition:; Log In; Logging in from Cisco Agent Desktop Embedded Browser

72 Cisco Unified Web and E-Mail Interaction Manager Installation Guide To stop Cisco Interaction Manager:  In the NT Services panel, stop the Cisco Service to stop all Cisco Interaction Manager services. If it is a distributed-server installation, stop the Cisco Service on the services server and o...

Page 73 - Configuring some important settings; Mandatory settings; At the partition level

Post-installation tasks 73 Configuring some important settings Settings allow you to configure various aspects of Unified WIM and Unified EIM. Some settings are configured at the partition level, while others have to be set up for each department. In this section, we describe certain settings that s...

Page 74 - Optional settings; Uninstalling Cisco Interaction Manager; To uninstall Cisco Interaction Manager:

74 Cisco Unified Web 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. At the partition level  Customer departmentalization  Deletion time out  Exception e...

Page 75 - Uninstall

Post-installation tasks 75 4. In the Uninstall Cisco Interaction Manager window, click the Uninstall button. Click the Uninstall button 5. On the database server, go to the SQL Enterprise Manager and delete the database manually, if required.

Page 76 - About partitions

Additional partitions  About partitions  Installing business partitions

Page 77 - Installing business partitions; To create a new business partition:

Additional partitions 77 The System partition and the first business partition are installed by default. You can create additional business partitions with the installation program. This chapter describes the procedure for installing and configuring a new business partition. About partitions As Unif...

Page 78 - Partition; Password to connect to File server share:

78 Cisco Unified Web and E-Mail Interaction Manager Installation Guide 3. In the License Agreement window, review the licensing terms agreement select the I accept the terms of the License Agreement option. Read and accept the terms of the License Agreement 4. In the Installation Options window, sel...

Page 81 - Archives; About archives

Archives  About archives  Setting up the archive for a partition

Page 82 - Enabling network DTC access; To enable network DTC access:; Add/Remove Windows Components

82 Cisco Unified Web and E-Mail Interaction Manager Installation Guide About archives Data is stored in the active database. With time, the size of the data usually increases to a point where it begins to affect the performance of the system. Hence, it is important that data that is not in use anymo...

Page 83 - Application Server; Enable network DTC access; Next; Setting up the archive; To set up the archive:

Archives 83 4. In the Windows Components window, select the Application Server option and click the Details button. Select the Application Server option 5. In the Application Server window, select Enable network DTC access and click OK. Select the Enable network DTC access option 6. In the Windows C...

Page 84 - Archive; Database administrator user name:; Database administrator password:

84 Cisco Unified Web and E-Mail Interaction Manager Installation Guide 3. In the License Agreement window, review the licensing terms agreement select the I accept the terms of the License Agreement option. Read and accept the terms of the Licence Agreement 4. In the Installation Options window, sel...

Page 86 - Install

86 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Provide archive database parameters 7. Review the information displayed in the Summary window, and click Install . 8. In the Install Complete window, click Finish to complete the installation process.

Page 87 - Installing a security certificate

SSL for secure connections  Installing a security certificate  Configuring SSL access  Configuring the viewing of attachments  Testing SSL access

Page 88 - Generating a security certificate request; To generate a certificate request:; Server Certificate; Messaging Applet web site.

88 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Secure Sockets Layer (SSL) is widely used to create a secure communication channel between web browsers and servers. Set up SSL for more secure connections to your Unified WIM and Unified EIM installation by following the procedu...

Page 90 - Common name

90 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Provide the name for the certificate and configure the security settings 10. In the Organization Information window, type the organization name (such as Cisco) and unit (such as Service department). Click Next . As this informati...

Page 91 - Submitting the certificate request

SSL for secure connections 91 12. In the Geographical Information window, provide the location information, and click Next . Provide the geographical information 13. In the Certificate Request File Name window, type the file name for the certificate request. The default name and location is c:\certr...

Page 92 - Installing the certificate on the web server; To install the certificate on the web server:

92 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Installing the certificate on the web server Once you receive the certificate from your vendor, install it on your web server. To install the certificate on the web server: 1. Save a copy of the certificate you received from your...

Page 94 - Configuring SSL access; To configure SSL access:; Edit

94 Cisco Unified Web and E-Mail Interaction Manager Installation Guide The certificate is now installed on the web server. Configuring SSL access This procedure uses Internet Services Manager to configure the virtual directory to require SSL for access. To configure SSL access: 1. Go to Start > S...

Page 95 - encryption; Configuring the viewing of attachments; To enable users to view attachments:; Testing SSL access; To test SSL access to Unified WIM and Unified EIM:

SSL for secure connections 95 6. In the Secure Communications window, select the Require secure channel (SSL) and Require 128-Bit encryption options. Click OK , and then click OK again to close the Properties window. Configure the secure communications options 7. Restart the IIS Service. Make sure t...

Page 97 - Configuration details; Additional partition; Configuration type and option; File server details

Appendix A: Reference sheet Configuration details Additional partition  Yes  No Configuration type and option  Single server  Split server  Distributed server File server details Database details # Item Value 1. Location of Unified WIM and Unified EIM home directory # Item Value Notes 1. System...

Page 99 - Application server details

Appendix A: Reference sheet 99 Application server details 28. Logfile maximum size 29. Database administrator user name 30. Database administrator password 31. Unified WIM and Unified EIM Database user name 32. Unified WIM and Unified EIM Database password # Item Value Notes # Item Value Notes 1. Lo...

Page 100 - Unified CCX Data Integration Wizard details

100 Cisco Unified Web and E-Mail Interaction Manager Installation Guide Unified CCX Data Integration Wizard details 14. RMI registry 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. If you don't prov...

Page 101 - Web server details

Appendix A: Reference sheet 101 Web server details Services server details Archive details # Item Value 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 the host name, the installation will fail. 2. User name to connect to f...

Page 102 - Additional partition details

102 Cisco Unified Web 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. 5. Database name 6. Database listener port...