Sunday, May 6, 2012

UCCX - Resource Groups or Skills?

There are a few and very distinct differences between choosing Resource Groups and Resource Skills in Cisco Unified Contact Center Express 8.x (UCCX 8). You'll have to ask yourself the following questions to help decide on Groups or Skills.

  1. How do I want to select my agents?
    • Resource Group
      • Longest Available — Selects the agent who has been in the Available state for the longest amount of time.
      • Linear — Selects the agent with the highest priority.
      • Circular — Selects the next available agent in the resource group order.
      • Most Handled Contacts — Selects the agent who has answered the most handled calls.
      • Shortest Average Handle Time — Selects the agent who generally spends the least amount of time talking to customer
  • Skill Groups
    • Longest Available — Selects the agent who has been in the Available state for the longest amount of time.
    • Most Handled Contacts — Selects the agent who has answered the most handled calls.
    • Shortest Average Handle Time — Selects the agent who generally spends the least amount of time talking to customer
    • Most Skilled — Used for expert agent call distribution. Selects the agent with the highest total competency level. The total competency level is determined by adding the agent’s competency levels for each of their assigned skills that are also assigned to the CSQ.
      • – Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and CSQ1 specifies Skill1(min=1) and Skill3(min=1), the total competency level for Agent1 for CSQ1 is 12.
      • – Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7) and CSQ1 specifies Skill1(min=1), only, the total competency level for Agent1 for CSQ1 is 5.
    • Least Skilled — Used for expert agent call distribution. Selects the agent with the lowest total competency level. The total competency level is determined by adding the agent’s competency level in each assigned skill.
    • Most Skilled By Weight — Used for expert agent call distribution. Selects the agent with the highest total competency level multiplied by the skill’s associated weight.
    • Least Skilled By Weight —Used for expert agent call distribution. Selects the agent with the lowest total competency level multiplied by the skill’s associated weight.
    • Most Skilled By Order — Used for expert agent call distribution. Selects the agent with the highest total competency level in the ordered list.
    • Least Skilled by Order — Used for expert agent call distribution. Selects the agent with the lowest total competency level in the ordered list.
     2. Do I need to have an agent, or groups of agents in multiple CSQs?
    • Once a Resource Group has been utilized by a CSQ, it can no longer be applied or used for another group.
    • A Skill Group can be used by multiple CSQs, allowing for the overlap of skilled agent groups to more than one CSQ.
     3.  Within my agent groupings, do I need to have user priorities?
    • With Skill Groups, agents are giving a skill competency from 1-10 (1 = beginner, 10 = expert) which, based on the selection criteria, may play a major role in Agent Selection, call flow, and design.
     4. Who will be assigning agents to groups?
    • If this needs to be simple, assigning agents to resource groups is much easier.
    • Resource Groups - Assign an agent to a unique Resource Group, that can only be used for a single CSQ
    • Resource Skills - Assign a skill to an agent with a specific competency level. This skill and competency assignment may affect other CSQs if that skill is utilized by more than one CSQ.
     5. Do I need to bulk remove the Resource Group or Skill from agents? 
    • Both Resource Groups and Skills can be simultaneously assigned to multiple agents. 
      • This is done through Subsystems > RmCm > Assign Skills
      • Check mark each agent you'd like to assign a skill or group
      • Click on Add Skill
      • Choose the Resource Group or Skill/Competency and click Update
    • Resource Groups cannot be removed in bulk. Only skills can be removed to multiple agents simultaneously through Subsystems > RmCm > Assign Skills and selecting Remove Skill.








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Monday, February 13, 2012

CUCM - MOH Conversion

In order for Cisco to be able to accept/upload a Music On Hold (MOH) file, the file must meet the specific property requirements below.

Format: WAV
Encoding: 8-bit CCITT u-Law or a-Law (stereo/mono)
Average Data Rate: 8 kbps
Sample Rates: 8 kHz, 16 kHz, 32 kHz, 48 kHz
Audio Sample Size: 16-bit PCM (stereo/mono) 
Channels: 1 (Mono) 

 *** CCITT uLaw, 8 kHz, 8-bit, 8 Kbps, mono ***

A good and free program to use for this is Audacity, a digital audio editor. Here's how to convert to Cisco's MOH specifications using Audacity 1.3.x.

  1. Launch Audacity 1.3.x
  2. Open the Audio File you are looking to use as an MOH file
  3. Locate the Project Rate (Hz) in the bottom left corner. Set this value to 8000.
  4. In the track bar, click the drop down menu and select "Split Stereo to Mono"
  5. In the track bar, select "Set Sample Format", and choose "16-bit PCM"
  6. Click File > Export...
  7. Set the file name as desired, and verify that the File Name has NO SPACES as they are not allowed
  8. Under "Save as type:" select "Other uncompressed files"
  9. Click on the "Options..." button
  10. Under Header select "WAV (Microsoft)"
  11. Under Encoding select "U-Law"
  12. Click OK and then click Save
You now have a file that is MOH worthy. Feel free to upload and test. Make sure that if you have multiple CUCM nodes/subscribers that you upload the file to each subscriber and configure accordingly.






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Monday, January 9, 2012

CME - VG224 Interoperability

        There are a few ways to configure a VG224 to work with Cisco CallManager Express. 

Skinny (SCCP)
        This Layer 2 option treats the VG224 as a SCCP device or phone. There is very little configuration on the VG224 router other than the SCCP integration with CME. Think of the VG224 as a device containing 24 ephones. Configuring each voice port with "service stcapp" converts an FXS port to a SCCP phone, so this must be done to all VG224 voice ports.

Example:
(VG224)
sccp local FastEthernet0/0
sccp ccm 192.168.25.2 identifier 10
sccp
!
sccp ccm group 1
associate ccm 10 priority 1

dial-peer voice 200 pots
 service stcapp
 port 2/0
 .


H.323
        The Layer 3 option treats the VG224 as a separate voice gateway. There is much more configuration on the VG224 router, but less configuration on CME. When CME receives a call, it uses its outbound dial-peers to send the call and one or more of those outbound dial-peers points to the IP Address of the VG224.

Example:
(CME)
voice service voip
allow-connections h323 to h323
 !

interface GigabitEthernet0/1
ip address 192.168.25.1 255.255.255.0
no ip mroute-cache
duplex auto
speed auto
h323-gateway voip interface
h323-gateway voip bind srcaddr 192.168.25.1
!
dial-peer voice 100 voip
incoming called-number .
dtmf-relay h245-alphanumeric
codec g711alaw
no vad
!
dial-peer voice 200 voip
destination-pattern 200
modem passthrough nse codec g711alaw
voice-class h323 1
session target ipv4:192.168.25.2 
codec g711alaw
fax rate disable
fax protocol none
no vad



(VG224)

h323
!
voice class h323 1
h225 timeout tcp establish 3
!
interface FastEthernet0/0
ip address 192.168.25.2 255.255.255.0
duplex auto
speed auto
h323-gateway voip interface
h323-gateway voip bind srcaddr 192.168.25.2
!
dial-peer voice 100 voip
description OUTGOING TO CME
destination-pattern OT
modem passthrough nse codec g711alaw
session target ipv4:192.168.25.1
voice-class h323 1
codec g711alaw
no vad
fax protocol none
!

dial-peer voice 101 voip
description INCOMING FROM CME
incoming called-number .
modem passthrough nse codec g711alaw
voice-class h323 1
codec g711alaw
no vad
fax protocol none
 

dial-peer voice 200 pots
description INCOMING TO VG PORT
destination-pattern 200
port 0/0
forward-digits all





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Thursday, January 5, 2012

UCCX - Agents Stuck In Certain State

        In all version of UCCX, I've noticed that Agents can get stuck in a certain state (Reserved, Talking, Not Ready, Ready). Here are some reasons best practices to follow to hopefully avoid or resolve this issue.
  • The biggest violator is misconfiguration. This is what you shouldn't do:
    • Do NOT configure two lines on an agent's phone that have the same extension, but exist in different partitions (eg. Internal_PT, and UCCX_PT)
    • Do NOT configure the same ICD extension on multiple phones
    • Do NOT configure Call Forwarding on an ICD line prior to CRS 3.1
    • Do NOT configure a Max Busy Trigger of anything other than 1 on an ICD extension (Agents can only receive one call at a time)
    • Do NOT set the CUCM ICD extension's No Answer Ring Duration (Default or Static) to be less than the UCCX Select Resource Timeout value. 
      • On the Extension the setting is under "No Answer Ring Duration"
      • In Service Parameters > Cisco CallManager it is under Clusterwide Parameters (Forward) > Forward No Answer Timer and defaults at 12 seconds.
  • CSCeb36950 - Do NOT configure any GOTO steps that point to a label within the Select Resource step. Always point to a label before the Select Resource Step.
  • CSCdx46617 & CSCeb49310 - Set a 1 second delay step at the beginning (before the Accept Step) of all of your scripts. This is to prevent callers getting stuck in queue and not being able to be reached as well as agents getting stuck in a certain state. 
    • Typically a transfer redirect step from one script or queue into another script causes issues if there is no delay set. The redirect is too fast for the call to be marked as handled and then accepted and handled within another script.
    • Agents are typically left in the RESERVED state and the caller is typically left in a routing loop and cannot be answered. The caller must drop off and call back in.

Resolutions and Rules:
  1. Configure only one unique ICD line per phone
  2. Do not configure an ICD extension that is used by any other extension in any other partition
  3. Add a 1 to 2 second delay step to all of your scripts before the Accept Step
  4. Statically set the Forward No Answer or No Answer Ring Duration to a value higher than the UCCX Select Resource Timeout value
  5. Always add a SetContactInfo step to the Successful branch of a Redirect Step
  6. Do NOT configure Labels within the Select Resource step and have a GoTo pointing to it from the outside of the Select Resource step





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Tuesday, January 3, 2012

UC on UCS - Where to Start

        There is a big push for all UC Appliances to go virtual. This push comes from all the awesome benefits/features of virtualization, Cisco emerging and exploding in the server hardware arena, and from the IT architects and directors who want to stay current or  push the envelope.

        So you want Cisco UC to be virtual, but where do you start and where are the instructions?  From an information/instruction perspective, Cisco is moving towards Online Wiki's because of the speed in which they may publish information. The old days of 4-month literary approvals and information releases are gone. The snail's pace of releasing documentation doesn't make sense in a rapidly advancing and evolving arena such as virtualized Unified Communications.

Start here:


1) Considerations
        You want to make sure that what you're about to buy is compatible. The question is how compatible do you want it to be? There is Super Compatible (down to a gnat's ass), then there's Compatible (okay it works *fingers crossed*), and then there's Incompatible (this thing just doesn't work).

Tested Reference Configurations (TRC) - Super Compatible!
  • http://docwiki.cisco.com/wiki/Tested_Reference_Configurations_%28TRC%29
  • TRC's are for these type of customers
    • lower levels of virtualization proficiency
    • require guaranteed UC app virtual machine performance when the solution elements under Cisco UC's control are configured correctly per UC support policy
    • desire Cisco to handle hardware sizing, determining hardware specs and translating those specs into a hardware parts list to ensure the above guarantee
    • are willing to accept as tradeoffs for the guarantee less choices for hardware and less choices for virtual machine deployment options.
    • TRC's typically come packaged in a single part number - yay!!
 Specs-Based VMware Hardware Support - Compatible
  • http://docwiki.cisco.com/wiki/Specification-Based_Hardware_Support
  • Specs-Based is intended for customers with extensive expertise in virtualization and server/storage who wish to use their own hardware standards.
    • The hardware choices have not be directly tested/documented by Cisco (since they didn't choose the configurations... you did!!)
    • Cisco is not responsible for the screw-ups you caused. That being said, I think it would be difficult to pin-point many issues back to the hardware configuration unless you did a pretty shoddy job of choosing and sizing.
    • A good rule of thumb is to follow the TRC specs or choose hardware better than what the TRC has tested.
Sizing Network Hardware and QoS Considerations

2) Implementing
        So your hardware has arrived, but now what?

Configuring Hardware Platforms
  • Raid configuration, BIOS settings, firmware upgrades/configuration and monitoring of hardware health
Installation

3) Building UC Appliances
        You've installed ESXi 4.1 and vSphere. Now after all of that, you still need to build out your UC applications!

Building the VMs
  • OVA/OVF (Open Virtualization Appliance/Format) is a game changer.
    • These small files can be downloaded on Cisco.com under the appliance you're looking to install. The OVA templates build out the required virtual hardware specs that are supported by Cisco.
    • You don't have to build or spec out the hardware. Just deploy the OVA!!
  • Once your machines are built you can proceed with the standard install procedures.
  • Do not use Snapshots (especially Snapshots with memory) as they are not supported for Cisco UC applications and they can take your system down and take up hard drive space.
    • Use cloning or templates!

4) Some Key Reminders
  • Make sure you are fully licensed
    • The trial runs out in 60 days and then your VMs won't turn on!
  • Configure the auto power-on sequence upon host start-up
  • Again, no Snapshots!
  • Set alarms/alerts so that you're kept in the loop on the health of your host(s)
  • Setup vCenter if you have more than one host
  • Upgrade VMware tools!!
  • Configure backups for your UC appliances
  • Make sure to review the system utilization (hard drive, memory, CPU, etc.)



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Thursday, December 22, 2011

CER - Configuration

        After installation of the Cisco Emergency Responder (E911), the configuration is a little confusing if you haven't done it in a while or if it is your first time. Not many states require E911 capabilities and it is an extra cost that you must enable with your provider.

  1. Enable SNMP - E911 uses SNMP to utilize CDR to discover IP phones that are connected
    1. Enable SNMP on the switch
      1. "snmp-server community <SNMP-String> RO"
      2. Make the SNMP String something more cryptic than just "public"
      3. RO stands for Read Only
    2. Enable SNMP on CUCM 
      1. In the top-right corner, under Navigation, select "Cisco Unified Serviceability" and click Go
      2. Select SNMP V1/V2c > Community String and click "Add New"
      3. Enter the community string that you created on the switch and select "Accept SNMP Packets from any host"
      4. For Access Privileges select "ReadOnly", checkmark "Apply To All Nodes" and click Save.
    3. Enable SNMP on E911
      1. In CER Administration select Phone Tracking > SNMP Settings
      2. Add New SNMP entries for CUCM and the switches
        1. *.*.*.* is a valid catchall statement
    1. Configure Phone Tracking
      1. In E911 select Phone Tracking > LAN Switch Details
        1. Enter the Switch IP or Host Name, Description and click Insert
        2. Do this for each switch in your network containing IP Phones
      1.  Add CUCM nodes to E911
        1. Add an Application User in CUCM
          1. In CUCM Administration, select User Management > Application User and click on "Add New"
          2. Create a new user called "CER_User"
          3. Assign the Permissions: Standard CCM End Users, Standard CTI Allow Calling Number Modification, and Standard CTI Enabled
        2. Add the same Application User in E911
          1. In E911 Administration, select Phone Tracking > Cisco Unified Communications Manager Clusters
          2. Add New cluster and enter the CUCM IP address, CER_User with password, and the BackUp CTI Manager(s) which are your CUCM Subscribers
        1. Create a CTI Route Point - Used to communicate between CUCM and E911
          1. In CUCM Administration go to Device > CTI Route Point and click Add New
          2. Create a RP911 Route Point with no Calling Search Space (we will add this later)
          3. Add a DN for RP911. This DN will be "911" for users to dial. Place this 911 DN in the E911 Partition.
            1. The E911-PT should be at the TOP of all CSS lists so that phones will match this first.
            2. Leave the CSS blank for now and we'll add it later
          1. Import IP Phone Information into E911
            1. In E911 Administration go to Phone Tracking > Run Switch-Port & Phone Update
            2. IP Phones will show up under ERL Membership > Switch Ports

            4. In E911 select System > Cisco ER Group Settings






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            Wednesday, December 21, 2011

            VGW - TSHOOT (T1 or E1)

            For a T1 or E1 PRI troubleshooting, follow the following steps.

            1. show controllers [t1 | e1] 
              1. Check most of the PRI fields by this show controllers command.
            2. Ensure that line coding, framing, and clock source are configured and match the settings set by your Service Provider
              1. Line Coding
                1. T1 - Bipolar-8 Zero Substitution (B8ZS) and Alternate Mark Inversion (AMI) 
                  1. B8ZS - (also called Clear Channel and Binary 8 Zero Substitution) replaces each string of 8 consecutive zeros with the special pattern "000VB0VB" 
                  2. AMI -  Each successive mark is inverted and the average or DC level of the line is therefor zero
                2. E1 - High Density Bipolar of Order 3 (HDB3)
              2. Framing
                1. T1 - Super Frame (sf) and Extended Super Frame (esf) - not compatible with each other
                  1. Super Frame - consists of 12 consecutive 193-bit frames
                  2. Extended Super Frame - consists of 24 consecutive 193-bit frames
                1. E1 - framing crc4 (cyclic redundancy check) and no-crc4
            3. Check if the line is down
              1. Make sure the controller is NOT administratively down. Perform a "no shut" command on the Controller interface.
            4. Check for reported alarms
              1.  Use the show controllers command to see if there are any alarms on the controller.
              2. Receive Alarm Indication Signal (BLUE)

            5. Check for error events
            6. Check if the interface is T1 or E1 CAS, E1 R2, or PRI


            show controllers t1


            T1 0/3/0 is up.
              Applique type is Channelized T1
              Cablelength is long 0db
              Description: Qwest LongDist #4 CID DS1-1234567
              No alarms detected.
              alarm-trigger is not set
              Soaking time: 3, Clearance time: 10
              AIS State:Clear  LOS State:Clear  LOF State:Clear
              Version info Firmware: 20100222, FPGA: 13, spm_count = 0
              Framing is ESF, Line Code is B8ZS, Clock Source is Line.
              CRC Threshold is 320. Reported from firmware  is 320.
              Data in current interval (155 seconds elapsed):
                 0 Line Code Violations, 0 Path Code Violations
                 0 Slip Secs, 0 Fr Loss Secs, 0 Line Err Secs, 0 Degraded Mins
                 0 Errored Secs, 0 Bursty Err Secs, 0 Severely Err Secs, 0 Unavail Secs
              Total Data (last 24 hours)
                 0 Line Code Violations, 0 Path Code Violations,
                 0 Slip Secs, 0 Fr Loss Secs, 0 Line Err Secs, 0 Degraded Mins,
                 0 Errored Secs, 0 Bursty Err Secs, 0 Severely Err Secs, 0 Unavail Secs
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            Tuesday, December 20, 2011

            VGW - Troubleshooting

            Docwiki Troubleshooting T1

            • show controller T1
            • show isdn status
            • show voice port summary
            • show dial-peer voice [summary]
            • show call history voice
            • show call active voice
            •  
            • show rawmsg
            • show cdapi
            • debug isdn event
            • debug tsp
            • debug cdapi
            • debug voice ccapi inout
              • Traces the execution path through the call control API, which serves as the interface between the call session application and the underlying network specific software
            • debug isdn q931
            • debug isdn q921
            • debug vpm
              • debug vpm all
              • debug vpm spi
              • debug vpm signal
              • debug vpm dsp
            • debug vtsp
              • debug vtsp session
              • debug vtsp error
              • debug vtsp dsp





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            Tuesday, December 6, 2011

            UCCX - High Availability

            Cisco Contact Center Express offers high availability (HA) over the LAN and now over the WAN (HAoWAN for version 8.x and higher). At least UCCX Enhanced is needed for High Availability and 80ms round-trip is required for HAoWAN deployments. Cisco took away the support for a "Cold Standby" server option in UCCX 8.X.








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            Monday, November 28, 2011

            IP Phone Agent & One Button Login

                    Certain Contact Centers utilizing UCCX will be running/utilizing the Standard version rather than the Enhanced or Premium versions because it makes sense from a feature and cost perspective. Other Contact Centers have no real need for the Agent Desktop and find it as another application that they have to worry about.

                    For certain scenarios it makes sense to utilize IP Phone Agent (IPPA), and if IPPA makes sense then One Button Login may make sense as well. Here are the steps to configure both:

            IP Phone Agent:
            1. Make sure that you have your users/agents created, assigned the correct roles/skills and associated in both CUCM and UCCX.
            2. In CUCM select Device > Device Settings > Phone Services
            3. Select "Add New"
            4. IP Phone Agent Configurations:
              1. Service Name - IP Phone Agent
              2. ASCII Service Name - IP Phone Agent
              3. Service Description - Cisco IP Phone Agent
              4. Service URL - http://<UCCX IP Addr>:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
                1. Note: Port 6293 is the Tomcat web server port
              5. Check Enable (or Enterprise Subscription if ALL users are agents)
              6. Click Save
            5. Go to Device > Phone and search for the Agent's phone
            6. In the "Related Links" drop down menu in the top right corner, select "Subscriber/Unsubscribe Services"
            7. Select IP Phone Agent and click Subscribe
            8. The phone should reset on its own after clicking Save

            One Button Login:
            1. Make sure that you have your users/agents created, assigned the correct roles/skills and associated in both CUCM and UCCX.
            2. In CUCM select Device > Device Settings > Phone Services
            3. Select "Add New"
            4. One Button Login Configurations:
              1. Service Name - IP Phone Agent
              2. ASCII Service Name - IP Phone Agent
              3. Service Description - Cisco IP Phone Agent
              4. Service URL - http://<UCCX IP Addr>:6293/ipphone/jsp/sciphonexml/IPAgentLogin.jsp
                1. Note: Port 6293 is the Tomcat web server port
              5. Check Enable (or Enterprise Subscription if ALL users are agents)
              6. Click Save
              7. Under the Parameters Section select "New"
                1. Parameter Name - Ext
                2. Display Name - Ext
                3. Default Value - N/A
                4. Parameter Description - ICD Extension
                5. Checkmark "Parameter is Required"
                6. Click "Insert"
              8. Under the Parameters Section select "New"
                1. Parameter Name - Pwd
                2. Display Name - Pwd
                3. Default Value - N/A
                4. Parameter Description - Agent Password
                5. Checkmark "Parameter is Required"
                6. Click "Insert"
              9. Under the Parameters Section select "New"
                1. Parameter Name - ID
                2. Display Name - ID
                3. Default Value - N/A
                4. Parameter Description - Agent ID
                5. Checkmark "Parameter is Required"
                6. Click "Insert"
              10.  Click Save
            5. Go to Device > Phone and search for the Agent's phone
            6. In the "Related Links" drop down menu in the top right corner, select "Subscriber/Unsubscribe Services"
            7. Select One Button Login
            8. Enter the specific phone/users ID, Password, and Extension
            9. The phone should reset on its own after clicking Save





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            Tuesday, November 15, 2011

            UCCX - Application Users

            Three Application Users on CUCM need to be configured for UCCX and CUCM to interoperate.

            UCCX_AXL - Unified CM Administrative XML Layer User
                    The  Cisco AXL Web Service must be enabled to allow other appliances or applications to request from AVVID or the Administrative XML Layer. This access will allow certain methods (list, add, update, get, remove) when those other applications access the CUCM database. This is a great way to get read access to users, phones, features, settings, permissions, etc. within the CUCM database.
                    To utilize the AXL Database API, an Application User will need that specific Role. However, by default, there is no User Group with the AXL Database API role configured, so you'll have to set up a new User Group.
            1. Go to User Management > User Group and click Add New
            2. For the Name type in "Standard AXL API Users"
            3. In the top right corner under Related Links select "Assign Role to User Group" and click Go
            4. Click on "Assign Role to User Group" and Add "Standard AXL API Access"
            5. Click Save
            6. Go to User Management > Application User and click Add New
            7. For the Name type in "UCCX_AXL"
            8. Click on "Assign Role to User Group" and Add "Standard CTI Enabled"
            9. Click Save


            UCCX_CTI - Unified CM Telephony User
                    The Cisco Contact Center Express Telephony Integration Protocol (CTI) is a TCP/IP socket based message protocol that can receive event information for UCCX agents and calls. It is used to provide agent and call control, call information and call statistics.
            1. Go to User Management > Application User and click Add New
            2. For the Name type in "UCCX_CTI"
            3. Click on "Assign Role to User Group" and Add "Standard CTI Enabled"
            4. Click Save


            UCCX_RMCM - Resource-Manager Contact-Manager Provider User
                   The Resource Manager - Contact Manager (RmCm) allows the monitoring of agent's phones, routing/queueing of calls, control of agent states and management of historical reporting.
            1. Go to User Management > Application User and click Add New
            2. For the Name type in "UCCX_RMCM"
            3. Click on "Assign Role to User Group" and Add "Standard CTI Enabled"
            4. Click Save







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            Monday, November 7, 2011

            VMWare VM Tools

            In all guest operating systems it is very important that you install VMware Tools. VMware Tools are many of the drivers needed which will boost support and performance of that VM.

            To install VMware Tools, launch the console of the VM from vSphere and select VM > Install VMware Tools from the workstation menu.

            If you are running CUCM 8.5 and below, please refer to the applicable Cisco documentation on installing VMware Tools.



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