Cisco Systems 4.2(1) manual About this guide, Document conventions

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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 interaction management, it is the backbone of many innovative contact center and customer service helpdesk organizations.

Cisco Interaction Manager includes a common platform and one or both of the following applications:

Cisco Unified Web Interaction Manager (Unified WIM)

Cisco Unified E-Mail Interaction Manager (Unified EIM)

About this guide

Cisco Unified Web and E-Mail Interaction Manager Installation Guide is intended for installation engineers, system administrators, database administrators, and others who are responsible for installing and maintaining your Cisco Interaction Manager installation.

This guide is for installations that are integrated with Cisco Unified Contact Center Express (Unified CCX).

Important: In this release, Unified WIM is not integrated with Unified CCX.

Document conventions

This guide uses the following typographical conventions.

Convention	Indicates

Italic	Emphasis.
	Or the title of a published document.

Bold	Labels of items on the user interface, such as buttons, boxes, and lists.
	Or text that must be typed by the user.

Monospace	The name of a file or folder, a database table column or value, or a command.

Variable	User-specific text; varies from one user or installation to another.

Document conventions

8 Cisco Unified Web and E-Mail Interaction Manager Installation Guide

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Contents For Unified Contact Center Express Page Contents Installation process About partitions Installing business partitions 104 Preface About this guide Document conventionsDocument set Other learning resourcesOnline help Planning Configuration options Additional partitions Pre-installation Tasks To set up the required software environment Verifying system requirementsBandwidth and hardware requirements Software requirementsConfiguring environment variables Verifying SQL Server authentication settingsTo verify the authentication mode of SQL Server Collecting required informationVerifying state of Microsoft Search service Setting up user accounts and permissionsTo verify the state of the Microsoft Search service To set up user accounts and permissionsTo verify directory names Verifying directory namesCreating WebLogic domains Choose configuration template Create administrative user Creating WebLogic domains for secondary application servers Choose custom configuration Configure the administration server Database Jdbc Options window, select No Configure Windows Options window, select No for both options Configure server start mode and Java SDK Configuring virus scanner Verifying Network ConfigurationVerifying Unified CCX installation Verifying WebLogic domainsInstallation Process Installing a single-server or collocated configuration To install a single-server or collocated configurationInstallation process Type the path or browse to the JDK home directory BEAHome\userprojects\domains\DomainName Provide WebLogic server and RMI parameters Dont provide the host name, the installation will fail Provide master database parameters Provide partition database parameters Welcome window, read the introduction and click Next Additional steps for collocated configurations To install the web serverTo install a split-server or collocated configuration Installing a split-server or collocated configurationInstalling a distributed-server configuration Installing the database To install the databaseCreate the first system administrator user account Dont provide the host name, the installation will fail Installing the primary application server and file server To install the primary application server and file server File Server  Application Server Type the path to or browse to the JDK home directory Provide the names of the web server and services server Dont provide the host name, the installation will fail Provide partition database parameters Welcome window, read the introduction and click Next Installing secondary application servers To install a secondary application serverInstalling the web server Provide file server parameters Installing the services server To install the services serverType the name of the file server Post-installation Tasks Setting up archives for partition databases Applying updatesChanging web server settings Configuring Internet Information Services Shutdown worker process after being idle for Configuring pool thread limit To configure pool thread limitConfiguring content expiration settings RegeditTo remove extension mapping To configure content expirationRemoving extension mapping Changing authentication settings for web site To change authentication settings for the web siteClick the Edit button To change the network directory security settings Changing security credentials for network directoryChanging logon parameters for Cisco service To change the logon parametersConfiguring permissions for installation directory Configuring a web site for the messaging appletTo configure permissions To configure a new web siteProvide a name for the web site Verifying messaging applet web site To verify the messaging applet web siteConfiguring web site properties To configure the propertiesCreating virtual directories To create a virtual directory\\FileServerName\CiscoHome\eService. Click Next Configuring the Applet host setting To configure the Applet host settingSetting up secure socket layer Separating the web server from the application serverStarting and stopping Cisco Interaction Manager To separate the web server from the application serverLogging in to the business partition Logging in from Internet ExplorerLogging in from Cisco Agent Desktop Embedded Browser To stop Cisco Interaction ManagerConfiguring some important settings Mandatory settingsAt the partition level At the department levelTo uninstall Cisco Interaction Manager Uninstalling Cisco Interaction ManagerOptional settings Click the Uninstall button Additional partitions To create a new business partition Installing business partitionsAbout partitions Installation Options window, select the Partition option Provide web server parameters Dont provide the host name, the installation will fail Archives Setting up the archive for a partition Enabling network DTC accessTo enable network DTC access About archivesSetting up the archive To set up the archiveInstallation Options window, select the Archive option Provide partition parameters Provide archive database parameters SSL for secure Connections To generate a certificate request Installing a security certificateGenerating a security certificate request Select the Create a new certificate option Provide information about your organization Submitting the certificate request Installing the certificate on the web server To install the certificate on the web serverSSL Port window, specify the SSL port for the web site Configuring SSL access To configure SSL accessConfiguring the viewing of attachments Testing SSL accessTo enable users to view attachments To test SSL access to Unified WIM and Unified EIMHttps//WebServer/Partition Configuration details Configuration type and optionFile server details Database detailsMaster database parameters Application server details Unified CCX Data Integration Wizard details Archive details Services server detailsWeb server details Additional partition details Make sure you provide the DNS host Appendix B Path to Maintenance Release Appendix B Path to Maintenance Release 4.25