Cisco Finesse Installation and Upgrade Guide Release 10.5(1) First Published: 2014-06-04 Last Modified: 2014-07-09 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. 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CONTENTS Preface Preface vii Change History vii About This Guide viii Audience viii Organization viii Related Documents viii Obtaining Documentation and Submitting a Service Request ix Field Alerts and Field Notices ix Documentation Feedback ix Conventions ix CHAPTER 1 Installation Preparation 1 System Requirements 1 Platform Requirements 1 Client Requirements 2 Network Requirements 2 System Account Privileges 3 Security Considerations 3 Installation Spanning Multiple Domains 3 Other Requirements and Considerations 4 Preinstallation Tasks 4 Configuration Worksheet 5 Installation Files 7 CHAPTER 2 Cisco Finesse Server Installation 9 Installation Task Flow 10 Install Finesse on Primary Node 10 Cisco Finesse Installation and Upgrade Guide Release 10.5(1) iii Contents Install Finesse on Secondary Node 13 Installation Troubleshooting 16 CHAPTER 3 Upgrade 17 Supported Upgrade Paths 17 Perform Upgrade 18 Perform Rollback 20 CHAPTER 4 Initial Configuration 21 Configure Contact Center Enterprise CTI Server Settings 21 Configure Contact Center Enterprise Administration & Data Server Settings 23 Configure Cluster Settings 24 Restart Cisco Tomcat 24 Check Replication Status 25 Install Language Pack 25 Ensure Agents Have Passwords 26 Ensure Logout Non-Activity Time for Agents is Configured 26 Configure Agent Phones 27 Browser Settings for Internet Explorer 27 Set Up Certificates 28 Server-Side Certificate Management 28 Obtain and Upload CA Certificate 29 Produce Certificate Internally 30 Set up Microsoft Certificate Server for Windows 2008 R2 30 Download CA certificate 31 Client-Side Certificate Acceptance 31 Deploy Root Certificate for Internet Explorer 31 Set Up Certificate for Internet Explorer Browser 32 Set Up Certificate for Firefox Browser 33 Accept Security Certificates 33 Ensure Agents Can Sign in to Desktop 35 Ensure Failover Functions Correctly 36 Configure DNS on Clients 37 Load Balancing for Finesse 38 Initial Configuration Troubleshooting 39 Cisco Finesse Installation and Upgrade Guide Release 10.5(1) iv Contents APPENDIX A Cisco Finesse CLI 41 Commands Supported for Cisco Finesse 41 Log Collection 41 Cisco Finesse HTTPS Redirect 43 Finesse Services 44 Cisco Finesse Notification Service Logging 44 Upgrade 45 Remote Account Management 45 Replication Status 45 3rdpartygadget Account 46 APPENDIX B Network and System Services Used for Cisco Finesse 47 APPENDIX C Port Utilization 49 Cisco Finesse Installation and Upgrade Guide Release 10.5(1) v Contents Cisco Finesse Installation and Upgrade Guide Release 10.5(1) vi Preface This guide explains how to install Cisco Finesse and how to perform initial configuration tasks so that agents can sign in to the Finesse desktop. • Change History, page vii • About This Guide, page viii • Audience, page viii • Organization, page viii • Related Documents, page viii • Obtaining Documentation and Submitting a Service Request, page ix • Field Alerts and Field Notices, page ix • Documentation Feedback, page ix • Conventions, page ix Change History This table lists and links to changes made to this guide and gives the dates those changes were made. Earliest changes appear in the bottom rows. Change Date Link Added link to software download July 9, 2014 Install Language Pack, on page 25 site. Added reference to the Cisco Finesse Administration Guide for more information about supported languages. Initial release of document June 4, 2014 Cisco Finesse Installation and Upgrade Guide Release 10.5(1) vii Preface About This Guide About This Guide The Cisco Finesse Installation and Upgrade Guide describes how to install Finesse, upgrade Finesse, and perform initial configuration. Audience This guide is prepared for system engineers and administrators who are responsible for the installation and initial configuration of Cisco Finesse. Organization Section Content Chapter 1: Installation Preparation, on page Describes system requirements and preinstallation tasks 1 for Cisco Finesse Chapter 2: Cisco Finesse Server Installation, Provides an overview of the installation process and on page 9 describes how to install Cisco Finesse and troubleshoot installation problems Chapter 3: Upgrade, on page 17 Lists the supported upgrade paths and describes how to perform an upgrade and a rollback Chapter 4: Initial Configuration, on page 21 Describes postinstallation tasks required to configure Cisco Finesse Appendix A: Cisco Finesse CLI, on page 41 Lists the CLI commands supported for Cisco Finesse Appendix B: Network and System Services Lists the network and system services used for Cisco Used for Cisco Finesse, on page 47 Finesse Related Documents Document or resource Link Cisco Finesse Documentation Guide http://www.cisco.com/en/US/partner/products/ps11324/products_ documentation_roadmaps_list.html Cisco.com site for Finesse http://www.cisco.com/en/US/partner/products/ps11324/tsd_products_ documentation support_series_home.html Doc Wiki for Finesse http://docwiki.cisco.com/wiki/Cisco_Finesse Cisco Finesse Installation and Upgrade Guide Release 10.5(1) viii Preface Obtaining Documentation and Submitting a Service Request Document or resource Link Troubleshooting tips for Cisco http://docwiki.cisco.com/wiki/Troubleshooting_Cisco_Finesse Finesse Obtaining Documentation and Submitting a Service Request For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service request, and gathering additional information, see What's New in Cisco Product Documentation at http:// www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html. Subscribe to What's New in Cisco Product Documentation, which lists all new and revised Cisco technical documentation as an RSS feed and delivers content directly to your desktop using a reader application. The RSS feeds are a free service. Field Alerts and Field Notices Cisco products may be modified or key processes may be determined to be important. These are announced through use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive announcements by selecting all products of interest. Log into www.cisco.com and then access the tool at http://www.cisco.com/cisco/support/notifications.html. Documentation Feedback To provide comments about this document, send an email message to the following address: [email protected] We appreciate your comments. Conventions This document uses the following conventions: Convention Description boldface font Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: • Choose Edit > Find. • Click Finish. Cisco Finesse Installation and Upgrade