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

The service that must be restarted after modifying the Java Keystore on the CVP servers is the Cisco CVP WebServicesManager. The Cisco CVP WebServicesManager is a service that provides web services for the CVP components, such as the Operations Console, the Reporting Server, and the Call Server. The Java Keystore is a file that stores the certificates and keys for secure communication between the CVP components and other systems. If the Java Keystore is modified, the Cisco CVP WebServicesManager service must be restarted to apply the changes and ensure the proper functioning of the web services12.

References:

• Configure Secure Java Management Extensions (JMX) Communication on CVP3
• User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio Release 11.5 (1) - Rest_Client Integration2

 If Cisco Unified ICM sends back a label of 91919191, the caller will hear ringing. This is because 91919191 is a special label that is used by Cisco Unified Customer Voice Portal (CVP) to play a ringtone to the caller while the call is being transferred to an agent or another destination1. The ringtone is a WAV file that is stored on the media server and is configured on the CVP Operations Console and the VXML gateway1. The label 91919191 is matched by a dial-peer on the VXML gateway that invokes a ringtone service and sends the ringback.wav file to the ingress voice gateway2. The caller will hear the ringtone until the call is connected or disconnected1.

References: Configuration Guide for Cisco Unified Customer Voice Portal, Release 11.6(1) - Unified ICM Configuration [Cisco Unified Customer Voice Portal] - Cisco1, Distributed Voice and VXML Gateway Design with CVP SIP - Cisco Community2

 Active Directory (AD) is a directory service that provides centralized authentication, authorization, and management of users, computers, and resources in a network. AD is based on a hierarchical structure of domains, trees, and forests, where each domain represents a logical administrative unit with its own security policies and replication scope. AD also supports site topology, which defines the physical structure of the network based on locations and network links. Some of the considerations for AD are:

• Read-Only Domain Controllers (RODC) are supported. An RODC is a domain controller that hosts a read-only copy of the AD database and does not accept any changes from clients. RODCs are useful for improving security and performance in remote or branch offices that have unreliable or slow network connections to the main office. RODCs can also cache credentials for specific users and groups, and provide local authentication services without exposing the entire AD database12.
• Supports multi-domain, single AD Forest topology. A forest is a collection of one or more AD domains that share a common schema, configuration, and global catalog. A forest can have multiple domains that are organized in a tree structure, where each domain has a trust relationship with its parent domain. A multi-domain, single forest topology allows for administrative autonomy, scalability, and flexibility in managing different domains within the same organization. For example, a company can have separate domains for different regions, departments, or business units, and still share common resources and services across the forest34.

References:

• What is a Read-Only Domain Controller?
• Read-Only Domain Controller (RODC) Best Practices
• Designing the Site Topology
• Active Directory Domain Services Overview

 The keytool command that lists certificates in the cacerts file is B: keytool -list -keystore cacerts. This command will display the aliases and fingerprints of all the certificates in the cacerts file, which is the default truststore for Java applications1. The cacerts file contains the root and intermediate certificates of various certificate authorities (CAs) that are trusted by Java2.

The other options are incorrect because:

• A: keytool -list -showinfo is not a valid keytool command, as the -showinfo option does not exist. The closest option is -v or -verbose, which will display more details about each certificate, such as the owner, issuer, serial number, validity period, signature algorithm, and extensions1.
• C: keytool -list cacerts is not a complete keytool command, as it is missing the -keystore option, which is required to specify the name or path of the keystore file to be listed. Without the -keystore option, the keytool command will assume the default keystore file, which is usually named .keystore in the user’s home directory1.
• D: keytool -list -alias is also not a complete keytool command, as it is missing the value of the -alias option, which is used to specify the alias of a particular entry in the keystore file to be listed. Without the value of the -alias option, the keytool command will display an error message, such as "keytool error: java.lang.Exception: Alias does not exist"1.

References:

1: keytool - Key and Certificate Management Tool 2: How to check a Certificate is in default cacerts 3: java - How to view and edit cacerts file? - Stack Overflow 4: HOW TO: Import or list certificates from Java cacerts file using … 5: Keytool: List Certificate - Java Certs - ShellHacks

Two upgrades for Common Ground are includes migration of windows registry and includes database migration. Common Ground is a type of upgrade that allows you to upgrade your Cisco Unified Contact Center Enterprise (CCE) components from one release to another without changing the hardware or operating system1. Common Ground upgrade is supported for virtualized deployments on VMware ESXi hosts1. Common Ground upgrade involves the following steps1:

• Back up the existing configuration and data using the Disaster Recovery System (DRS).
• Run the User Migration Tool to export the user accounts from the source domain to a file.
• Run the Enhanced Database Migration Tool (EDMT) to migrate the Historical Data Server (HDS), Logger, and Business Analytics (BA) databases from the source servers to the destination servers.
• Run the Regutil Tool to export the Cisco Systems, Inc. registry from the source servers to a file.
• Run the Unified CCE Installer on the destination servers to install the new release of Unified CCE software.
• Import the user accounts from the file using the User Migration Tool.
• Import the Cisco Systems, Inc. registry from the file using the Regutil Tool.
• Restore the configuration and data from the DRS backup.

The Common Ground upgrade includes migration of windows registry because the Regutil Tool is used to export and import the Cisco Systems, Inc. registry from the source servers to the destination servers. The registry contains important information about the Unified CCE configuration, such as the instance name, the peripheral ID, the system ID, and the license key2. The registry migration ensures that the destination servers have the same settings as the source servers after the upgrade2.

The Common Ground upgrade includes database migration because the EDMT is used to migrate the HDS, Logger, and BA databases from the source servers to the destination servers. The databases contain historical and real-time data about the Unified CCE system, such as the call records, the agent statistics, the skill group statistics, and the reporting data3. The database migration ensures that the destination servers have the same data as the source servers after the upgrade3.

The Common Ground upgrade does not update IP address as appropriate because the IP addresses of the source and destination servers are not changed during the upgrade. The IP addresses are configured during the initial installation of the Unified CCE software and are not modified by the upgrade process1.

The Common Ground upgrade does not update Hostname as appropriate because the hostnames of the source and destination servers are not changed during the upgrade. The hostnames are configured during the initial installation of the Unified CCE software and are not modified by the upgrade process

 The deployment team is responsible for ensuring that servers designated for use by CCE VMs meet the requirements, including but not limited to Storage System Performance and IOPS (Input/Output Operations Per Second) Requirements. The deployment team is the group of engineers who install, configure, and test the CCE solution at the customer site. They must follow the design specifications and guidelines provided by the design team, and verify that the hardware and software components are compatible and meet the performance and capacity requirements. The deployment team must also ensure that the CCE VMs are deployed on the appropriate servers and have the correct network and storage configurations1. References: Troubleshooting Cisco Contact Center Enterprise (CCET) course outline2, Virtualization for Cisco Packaged CCE Release 11.6(x)1.

To build VXML applications, you need to use the Call Studio development platform. Call Studio is an Eclipse-based graphical tool that allows you to create, edit, debug, and test voice applications that run on the VXML Server. Call Studio provides a drag-and-drop interface to design the call flow logic, define the prompts and grammars, and configure the application settings. Call Studio also supports custom elements, Java code, and web services integration to extend the functionality of the voice applications12. References: Cisco Unified Customer Voice Portal Getting Started Guide, Release 12.5(1)1, Cisco Unified Customer Voice Portal Developer Guide, Release 12.5(1)2.

External voice DNs are sourced from CUCM in a CCE Dial Plan. External voice DNs are the DNs that are not associated with any CCE device, such as agent phones, VRU peripherals, or gateways. They are used to route calls to destinations outside the CCE network, such as PSTN numbers, voicemail, or other PBXs. CUCM is responsible for provisioning and managing these DNs and assigning them to the appropriate devices or trunks. CVP can also use external voice DNs to send calls to CUCM for further routing or treatment.

References:

• Troubleshooting Cisco Contact Center Enterprise (CCET) course, Module 3: Troubleshooting Call Flow Issues, Lesson 3.1: Troubleshooting CCE Call Flows, Topic: CCE Dial Plan1
• Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6 (1) - System Configuration [Cisco Unified Customer Voice Portal] - Cisco, Chapter: Dialed Number Pattern Configuration2

Monitor mode is a feature of the Script Editor tool that allows the user to view the data flow in the script as it executes. Monitor mode displays the values of variables, labels, and expressions as the script runs. It also shows the path that the script takes through the various steps and branches. Monitor mode can be used to troubleshoot and debug scripts, as well as to verify the logic and functionality of the script. Monitor mode can be accessed by clicking the Monitor button on the toolbar or by pressing F5. References: Contact Center Enterprise Troubleshooting and Configuration - Cisco, page 17; Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.6(1), section “Scripting Specifics in a Packaged CCE Environment”.

Dial-peers are the configuration objects that define the dial plan on a Cisco Voice Gateway/CUBE. Dial-peers are used to match the incoming and outgoing calls based on the destination patterns, and to apply the dial-peer attributes, such as codec, digit manipulation, voice-class, and call routing. Dial-peers can be of different types, such as POTS (Plain Old Telephone Service), VoIP (Voice over IP), or VXML (Voice XML). ATR, voice-class, and Voip voice are not the objects that define the dial plan, but they are some of the attributes that can be applied to the dial-peers.

References: Configuring Voice Gateways, Dial Plan, Configuring a Dial Plan

A PCCE initialization under Unified CCE PG performs the following two tasks among others:

• Creates the CUCM Peripheral Gateway (PG) with the CUCM PIM. A CUCM PG is a component that communicates with the Cisco Unified Communications Manager (CUCM) to control and monitor agent phones and route calls. A CUCM PIM is a process that runs on the CUCM PG and acts as an interface between the CUCM and the CTI Server. The PCCE initialization creates the CUCM PG with the CUCM PIM and configures the required settings, such as the JTAPI username and password, the CUCM cluster ID, and the PG ID12.
• Downloads JTAPI from the Unified Communications Manager and installs it on the Unified CCE PG. JTAPI is a Java API that enables computer telephony integration (CTI) applications to interact with the CUCM. The PCCE initialization downloads the JTAPI client from the CUCM publisher and installs it on the Unified CCE PG. This allows the CUCM PIM to use JTAPI to control and monitor agent phones and route calls13.

References:

• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Initialize the Packaged CCE 2000 Agents Deployment Type1
• Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure PCCE Local Authorization2

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure Cisco Unified Contact Center Enterprise PG

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_5_1/release/guide/pcce_b_1251_pcce-release-notes/pcce_b_1251_pcce-release-notes_chapter_010.pdf

 To upload CA signed certificates to VOS servers, you need to upload two types of certificates: the CA certificate and the CA signed certificate from CSR request. The CA certificate is the root or intermediate certificate that validates the identity of the CA that issued the signed certificate. The CA signed certificate from CSR request is the certificate that contains the public key and the identity information of the server. You need to upload both types of certificates for each application that requires a certificate, such as tomcat, tomcat-trust, callmanager, etc. Therefore, the correct answer is B and E.

References:

• Troubleshooting Cisco Contact Center Enterprise (CCET), page 3-2
• Implementing Cisco Contact Center Enterprise (CCEI), page 3-5
• Cisco Unified Communications Operating System Administration Guide, page 6-1