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Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 vi Contents

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Preface • Change History, on page vii • About This Guide, on page vii • Audience, on page vii • Conventions, on page viii • Related Documents, on page ix • Documentation and Support, on page x • Documentation Feedback, on page x Change History This table lists changes made to this guide. Most recent changes appear at the top. Date See Change January 2020 Initial Release of Document for Release 12.5(1) Preface >> Related Documents Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP). About This Guide This document provides information about using the Cisco Unified Operating System graphical user interface (GUI) from the Cisco Unified CCX Administration menu bar. Audience This document provides information for network administrators who are responsible for managing and supporting the Cisco Unified Operating System in Cisco Unified CCX (Unified CCX). Network engineers, system administrators, or telecom engineers use this guide to learn about, and administer, the operating system features. This guide requires knowledge of telephony and IP networking technology. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 vii

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Conventions This manual uses the following conventions. Description Convention 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. boldface font Italic font is used to indicate the following: • To introduce a new term. Example: A skill group is a collection of agents who share similar skills. • For emphasis. Example: Do not use the numerical naming convention. • An argument for which you must supply values. Example: IF (condition, true-value, false-value) • A book title. Example: See the Cisco Unified Contact Center Express Installation Guide. italic font Window font, such as Courier, is used for the following: • Text as it appears in code or information that the system displays. Example: <html><title> Cisco Systems,Inc. </title></html> • File names. Example: tserver.properties. • Directory paths. Example: C:\Program Files\Adobe window font Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks. string Optional elements appear in square brackets. [ ] Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 viii Preface Conventions

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Description Convention Alternative keywords are grouped in braces and separated by vertical bars. { x | y | z } Optional alternative keywords are grouped in brackets and separated by vertical bars. [ x | y | z ] Angle brackets are used to indicate the following: • For arguments where the context does not allow italic, such as ASCII output. • A character string that the user enters but that does not appear on the window such as a password. < > The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D. ^ Related Documents Link Document or Resource https://www.cisco.com/en/US/products/sw/custcosw/ps1846/ products_documentation_roadmaps_list.html Cisco Unified Contact Center Express Documentation Guide https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_ products_support_series_home.html Cisco Unified CCX documentation https://www.cisco.com/en/US/products/ps9755/tsd_products_ support_series_home.html Cisco Unified Intelligence Center documentation https://www.cisco.com/en/US/products/ps11324/tsd_products_ support_series_home.html Cisco Finesse documentation https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_ products_support_series_home.html Cisco Customer Collaboration Platform documentation From Unified CCX Release 12.5(1), CCP documents are available in the Cisco Unified CCX documentation folder. Note https://www.cisco.com/c/en/us/support/customer-collaboration/ mediasense/tsd-products-support-series-home.html Cisco Mediasense documentation Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 ix Preface Related Documents

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Link Document or Resource https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_ system/virtualization/ virtualization-cisco-unified-contact-center-express.html Cisco Unified CCX Virtualization Information https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/ products-device-support-tables-list.html Cisco Unified CCX Compatibility Information Documentation and Support To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at https://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html. Documentation Feedback To provide your feedback for this document, send an email to: contactcenterproducts_docfeedback@cisco.com Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 x Preface Documentation and Support

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C H A P T E R 1 Introduction Cisco Unified Contact Center Express(Unified CCX) , a member of the Cisco Unified Communications family of products, manages customer voice contact centers for departments, branches, or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution. Cisco Unified Operating System Administration web interface in Unified CCX allows you to configure and manage the Cisco Unified Operating System. • Overview, on page 1 • Browser Requirements, on page 2 • Operating System Component Status, on page 2 • Operating System Settings, on page 2 • Operating System Security Options, on page 3 • Application Software Upgrades, on page 3 • Services, on page 3 • Command Line Interface, on page 4 Overview For Unified CCX, you can perform many common system administration functions through the Cisco Unified Operating System. Administration tasks include the following examples: • Check software and hardware status. • Check and update IP addresses. • Ping other network devices. • Manage NTP servers. • Upgrade system software and options. • Manage server security, including IPSec and certificates • Manage remote support accounts • Restart the system. The following sections describe each operating system function in more detail. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 1

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Browser Requirements For supported web browsers, see Solution Compatibility Matrix at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html. Ensure that the popup blocker is disabled. Note Operating System Component Status From the Show menu, you can check the status of various operating system components, including: • Cluster and node • Hardware • Network • System • Installed software and options • IP Preferences Operating System Settings From the Settings menu, you can view and update the following operating system settings: • IP—Updates the IP addresses that were entered when the application was installed. • NTP Server settings—Configures the IP addresses of an external NTP server; add or delete an NTP server. • SMTP settings—Configures the SMTP host that the operating system uses to send e-mail notifications. From the Settings > Version window, you can choose from the following options for restarting or shutting down the system: • Switch Versions—Switches the active and inactive disk partitions and restarts the system. You normally choose this option after the inactive partition has been updated and you want to start running a newer software version. • Current Version—Restarts the system without switching partitions. • Shutdown System—Stops all running software and shuts down the server. This command does not power down the server. To power down the server, press the power button. Note Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 2 Introduction Browser Requirements

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Operating System Security Options Use the operating system security options to manage security certificates and Secure Internet Protocol (IPSec). From the Security menu, you can choose the following security options: Manages certificates and Certificate Signing Requests (CSR). You can display, upload, download, delete, and regenerate certificates. Through Certificate Certificate Management Management, you can also monitor the expiration dates of the certificates on the server. Monitors the certificate expiration. The system can automatically send you an e-mail message when a certificate is close to its expiration date. Certificate Monitor The Online Certificate Status Protocol (OCSP) is used to obtain the revocation status of the certificate. Certificate Revocation Displays or updates existing IPSEC policies; sets up new IPSEC policies and associations. IPSEC Management To support the Extension Mobility Cross Cluster (EMCC) feature, the system allows you to execute a bulk import and export operation to and from a common SFTP server that has been configured by the cluster administrator. Bulk Certificate Management Manages the Single Sign On configurations of specific applications. Single Sign On Application Software Upgrades Use the software upgrade options to upgrade the application software or apply patch files. From the Install/Upgrade menu option, you can upgrade system software from either a local disc or a remote server. The upgraded software is installed on the inactive partition, and you can then restart the system and switch partitions, so the system starts running on the newer software version. You must perform all software installations and upgrades by using the software upgrades features that are included in the Cisco Unified Operating System GUI and command line interface. The system can upload and process only software that Cisco Systems approved. You cannot install or use third-party or Windows-based software applications that you may have been using with a previous version of Unified CCX. Note Services The application provides the following operating system utilities: • Ping—Checks connectivity with other network devices. • Remote Support—Configures an account that Cisco support personnel can use to access the system. This account automatically expires after the number of days that you specify. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 3 Introduction Operating System Security Options

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Command Line Interface You can access a command-line interface from the console or through a secure shell connection to the server. For more information, see the Cisco Unified Contact Center Express Administration and Operations Guide, located at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/ products-maintenance-guides-list.html. For more information, see the Command Line Interface Reference Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR, located at https://www.cisco.com/en/US/products/sw/custcosw/ps1846/ prod_installation_guides_list.html and see the Command Line Interface Guide for Cisco Unified Communications Solutions, located at https://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_ maintenance_guides_list.html. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 4 Introduction Command Line Interface

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C H A P T E R 2 Cisco Unified Operating System Administration This chapter describes the procedure for accessing the Cisco Unified Operating System Administration. This chapter also provides procedures for resetting a lost password. • Login to Cisco Unified Operating System, on page 5 • Reset Administrator or Security Password, on page 6 Login to Cisco Unified Operating System To access and login to Cisco Unified Operating System from Unified CCX, follow this procedure: Do not use the browser controls (for example, the Back button) while you are using Cisco Unified Operating System Administration. Note Step 1 Log in to Unified CCX Application Administration web interface. Step 2 From the Navigation menu in the upper-right corner of the Unified CCX Application Administration web interface, choose Cisco Unified OS Administration and click Go. The Cisco Unified Operating System Administration Logon web page appears. You can also access Cisco Unified Operating System Administration directly by entering the following URL: https://<serverIP>/cmplatform Note Step 3 Enter your platform user credentials as configured during installation of Unified CCX. The platform username and password get established during installation or created by using the command line interface. Note Step 4 Click Submit. The Cisco Unified Operating System Administration window appears. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 5

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Reset Administrator or Security Password If you lose the administrator password or security password, use the following procedure to reset the passwords. The security password on all nodes in a cluster must match. Change the security password on all machines, or the cluster nodes cannot communicate. Caution During this procedure, you must remove and then insert a valid CD or DVD in the disk drive to prove that you have physical access to the system. Note Before you begin To perform the password reset process, you must be connected to the system through the system console, that is, you must have a keyboard and monitor connected to the server. You cannot reset a password when connected to the system through a secure shell session. Step 1 Log in to the system with the following username and password: a) Username: pwrecovery b) Password: pwreset The Welcome to platform password reset window appears. Step 2 Press any key to continue. Step 3 If you have a CD or DVD in the disk drive, remove it now. Step 4 Press any key to continue. The system tests to ensure that you have removed the CD or DVD from the disk drive. Step 5 Insert a valid CD or DVD into the disk drive. For this test, you must use a data CD, not a music CD. The system tests to ensure that you inserted the disk. Step 6 After the system verifies that you have inserted the disk, you are prompted to enter one of the following options to continue: • Enter a to reset the administrator password. • Enter s to reset the security password. • Enter q to quit. Step 7 Enter a new password of the type that you chose. Step 8 Reenter the new password. The password must contain at least 6 characters. The system checks the new password for strength. If the password does not pass the strength check, you are prompted to enter a new password. Step 9 After the system verifies the strength of the new password, the password is reset, and you are prompted to press any key to exit the password reset utility. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 6 Cisco Unified Operating System Administration Reset Administrator or Security Password

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Restart the system for the changes to take effect. Note Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 7 Cisco Unified Operating System Administration Reset Administrator or Security Password

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Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 8 Cisco Unified Operating System Administration Reset Administrator or Security Password

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C H A P T E R 3 Status and Configuration • View Cluster Node Information, on page 9 • View Hardware Status, on page 9 • Display Network Status, on page 10 • Verify Installed Software, on page 11 • View System Status, on page 12 • Display Registered Ports, on page 13 View Cluster Node Information To view information on the nodes in the cluster, follow this procedure: From the Cisco Unified Operating System Administration window navigate to Show > Cluster. The following table contains descriptions of the fields on the Cluster window. Table 1: Cluster Nodes Field Descriptions Description Field Displays the complete host name of the server. Hostname Displays the IP address of the server. IP Address Displays the alias name of the server, when defined. Alias Displays the type of server. Server Type Indicates whether the server is a publisher node or a subscriber node. Database Replication View Hardware Status To view the hardware status, follow this procedure: Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 9

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From the Cisco Unified Operating System Administration window, navigate to Show > Hardware. The following table contains descriptions of the fields on the Hardware status window. Table 2: Hardware Status Field Descriptions Description Field Displays the model identity of the platform server. Platform Type Displays the serial number of the platform server. Serial Number Displays the status of the virtual hardware configured. Virtual Hardware Displays the status of the virtual support available. Virtual Support Displays the processor speed. Processor Speed Displays the type of processor in the platform server. CPU Type Displays the total amount of memory in MB. Memory Displays the object ID. Object ID Displays the operating system version. OS Version Displays details about the RAID drive, including controller information, logical drive information, and physical device information. RAID Details Display Network Status The network status information that appears depends on if Network Fault Tolerance is enabled. When Network Fault Tolerance is enabled, Ethernet port 1 automatically takes over network communications if Ethernet port 0 fails. If Network Fault Tolerance is enabled, network status information appears for the network ports Ethernet 0, Ethernet 1, and Bond 0. If Network Fault Tolerance is not enabled, status information appears only for Ethernet 0. To view the network status, follow this procedure: From the Cisco Unified System Administration window, navigate to Show > Network. The following table contains descriptions of the fields on the Network Settings window. Table 3: Network Settings Field Descriptions Description Field Ethernet Details Disabled for Unified CCX. DHCP Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 10 Status and Configuration Display Network Status

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Description Field Indicates whether the port is Up or Down for Ethernet ports 0 and 1. Status Shows the IP address of Ethernet port 0 [and Ethernet port 1 if Network Fault Tolerance (NFT) is enabled]. IP Address Shows the IP mask of Ethernet port 0 (and Ethernet port 1 if NFT is enabled). IP Mask Indicates whether an active link exists. Link Detected Displays the length of the queue. Queue Length Displays the maximum transmission unit. MTU Displays the hardware address of the port. MAC Address Displays information on received bytes, packets, and errors, as well as dropped, overrun and multicast statistics. Receive Statistics (RX) Displays information on transmitted bytes, packets, and errors, as well as dropped, carrier, and collision statistics. Transmit Statistics (TX) DNS Details Displays the IP address of the primary domain name server. Primary Displays the IP address of the secondary domain name server. Secondary Displays the configured DNS options. Options Displays the domain of the server. Domain Displays the IP address of the network gateway on Ethernet port 0. Gateway Verify Installed Software To view the software versions and installed software options, follow this procedure: From the Cisco Unified Operating System Administration window, navigate to Show > Software. The following table contains descriptions of the fields in the Software Packages window. Table 4: Software Packages Field Descriptions Description Field Displays the software version that is running on the active and inactive partitions. Partition Versions Installed Software Options Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 11 Status and Configuration Verify Installed Software

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Description Field Displays the versions of installed software options, including Cisco Options Package (COP) patch files that are installed on the active version. Active Version Installed Software Options Displays the versions of installed software options, including COP patch files that are installed on the inactive version. Inactive Version Installed Software Options View System Status To view the system status, follow this procedure: From the Cisco Unified Operating System Administration window, navigate to Show > System. See the following table for descriptions of the fields on the System Status window. Table 5: System Status Field Descriptions Description Field Displays the name of the Cisco MCS host where Cisco Unified Operating System is installed. Host Name Displays the date and time based on the continent and region that were specified during operating system installation. Date Displays the time zone that was chosen during installation. Time Zone Displays the language that was chosen during operating system installation. Locale Displays the operating system version. Product Version Displays the platform version. Platform Version Displays the license MAC. License MAC Displays system uptime information. Uptime Displays the percentage of CPU capacity that is idle, the percentage that is running system processes, and the percentage that is running user processes. CPU Displays information about memory usage, including the amount of total memory, free memory, used memory, cached memory, shared memory, and buffers in KBytes. Memory Displays the amount of total, free, and used disk space on the active disk. Disk/active Displays the amount of total, free, and used disk space on the inactive disk. Disk/inactive Displays the amount of total, free, and disk space that is used for disk logging. Disk/logging Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 12 Status and Configuration View System Status

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Display Registered Ports You can use the IP Preferences window to display a list of registered ports that the system can use. The IP Preferences window contains the following information: • Application • Protocol • Port Number • Type • Translated Port • Status • Description To access the IP Preferences window, follow this procedure. Step 1 From the Cisco Unified System Administration window, choose Show > IPPreferences. The IP Preferences window appears. Records from an active (prior) query may also appear in the window. Step 2 To find all records in the database, ensure the dialog box is empty and go to Step 4. Step 3 To filter or search records, do the following: a) From the first drop-down list box, select a search parameter. b) From the second drop-down list box, select a search pattern. c) Specify the appropriate search text, if applicable. To add additional search criteria, click the + button. When you add criteria, the system searches for a record that matches all criteria that you specify. To remove criteria, click the – button to remove the last added criterion or click the Clear Filter button to remove all added search criteria. Note Step 4 Click Find. All matching records appear. You can change the number of items that appear on each page by choosing a different value from the Rows per Page drop-down list box. The following table contains descriptions of the IP Preferences fields. Table 6: IP Preferences Field Descriptions Description Field Name of the application using (listening on) the port. Application Protocol used on this port (TCP, UDP). Protocol Numeric port number. Port Number Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 13 Status and Configuration Display Registered Ports

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Description Field Type of traffic allowed on this port: • Public—All traffic allowed • Translated—All traffic allowed but forwarded to a different port • Private—Traffic only allowed from a defined set of remote servers, for example, other nodes in the cluster Type Traffic destined for this port is forwarded to the port listed in the Port Number column. This field applies to Translated type ports only. Translated Port Status of port usage: • Enabled—In use by the application and opened by the firewall • Disabled—Blocked by the firewall and not in use Status Brief description of how the port is used. Description Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 14 Status and Configuration Display Registered Ports

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C H A P T E R 4 Settings • IP and Port Settings, on page 15 • Configure NTP Servers, on page 17 • Set SMTP settings, on page 17 • Set Time, on page 18 IP and Port Settings Use the IP Settings option to view and change IP and port setting for the Ethernet connection on the subsequent node and configure the IP address of the publisher. This section contains the following topics: • Change IP Settings, on page 15 • View Publisher IP Settings, on page 16 Update the values in the fields only if you are changing the IP address. IP address and Host name change is not supported in Unified CCX 9.0(x). For detailed instructions about changing the IP address of servers in a cluster, see the Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR. Change IP Settings Use the IP Settings window to change or view the related Ethernet IP addresses, as well as the IP address for the network gateway. All Ethernet settings apply to ethernet interface Eth0 or Eth1. You cannot configure any settings for Eth1. The Maximum Transmission Unit (MTU) on Eth0 defaults to 1500. For detailed instructions about changing the IP address of servers in a cluster, see the Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, available here: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/ products-maintenance-guides-list.html Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 15

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IPv6 Configuration Use the Ethernet Ipv6 Configuration page to enable or disable IPv6 address. To enable or disable IPv6 address, follow this procedure: Step 1 From the Cisco Unified Operating System Administration page, navigate to Settings > IP > Ethernet Ipv6. Step 2 To enable or disable IPv6 address, check or uncheck the Enable IPv6 checkbox. Step 3 Run the CLI command IPv6 Address →show network ipv6 settings to determine whether IPv6 is enabled or disabled. If the Enable IPv6 checkbox is enabled, select an option: • Router advertisement — to fetch IPv6 from the router • DHCP — select the DHCP radio button for DHCPv6 server to issue a IPv6 address • Manual entry — to manually enter the IPv6 address Step 4 Enter the values for IPv6 Address, Subnet Mask, and the Default Gateway fields. For example, if IPv4 address is aa:bb:cc:dd, then IPv6 address must be in (2001:aa:bb:cc::dd) format. Step 5 To update the changes, check the Update with Reboot check box. Step 6 Click Save button to save the changes and reboot the server. What to do next If you have: • enabled IPv6 address, then add the IPv6 address in the Unified CCX Administration page immediately after server is restarted. • disabled IPv6 address, then remove the IPv6 address in the Unified CCX Administration page immediately after server is restarted. For more information, see the Access Server Menu chapter in Cisco Unified Contact Center Express Administration and Operations Guide , available here: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/ products-maintenance-guides-list.html View Publisher IP Settings You can view the IP address of the first node or publisher for the node on the subsequent node. Update the values in the fields only if you are changing the IP address. For detailed instructions about changing the IP address of servers in a cluster, see the Cisco Unified CCX Administration Guide. Note To view the publisher IP settings, follow this procedure: From the Cisco Unified Operating System Administration window, navigate to Settings > IP > Publisher. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 16 Settings IPv6 Configuration

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The Publisher Settings window appears. You can view the publisher IP address only on the subsequent node of the cluster, not on the publisher itself. Note Configure NTP Servers Ensure that external NTP servers are stratum 9 or higher (1-9). To add, delete, or modify an external NTP server, follow this procedure: You can only configure the NTP server settings on the first node or publisher. Note Step 1 From the Cisco Unified Operating System Administration window, navigate to Settings > NTP Servers. The NTP Server Settings window appears. Step 2 Add, delete, or modify an NTP server: To avoid potential compatibility, accuracy, and network jitter problems, the external NTP servers that you specify for the primary node must be NTP v4 (version 4). If you are using IPv6 addressing, external NTP servers must be NTP v4. Note • To delete an NTP server, select the check box in front of the appropriate server, and then click Delete. • To add an NTP server, click Add, enter the hostname or IP address, and then click Save. • To modify an NTP server, click the IP address, modify the hostname or IP address, and then click Save. Any change that you make to the NTP servers can take up to 5 minutes to complete. Whenever you make any change to the NTP servers, you must refresh the window to view the correct status. Note Step 3 To refresh the NTP Server Settings window and view the correct status, choose Settings > NTP. After deleting, modifying, or adding the NTP server, you must restart the other node in the cluster for the changes to take effect. Set SMTP settings Use the SMTP Settings window to view or set the SMTP hostname and determine if the SMTP host is active. If you want the system to send you e-mail, you must configure an SMTP host. Tip To access the SMTP settings, follow this procedure: Step 1 From the Cisco Unified Operating System Administration window, navigate to Settings > SMTP. The SMTP Settings window appears. Step 2 Enter or modify the SMTP hostname or IP address. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 17 Settings Configure NTP Servers

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Step 3 Click Save. Set Time To manually configure the time, follow this procedure: The time cannot be set if NTP is currently enabled. Before you can manually configure the server time, you must delete any NTP servers that you configured. Note If you enter a time that is before the time when Unified CCX was installed on the server, the digital certificates that the server uses for security become invalid, causing the webserver (Tomcat) to stop working. If this happens, you must regenerate the certificates. Caution Step 1 From the Cisco Unified Operating System Administration window, navigate to Settings > Time. Step 2 Enter the date and time for the system. Step 3 Click Save. Step 4 On a Unified CCX server, if you changed the date or if you changed the time by more than two minutes, use the CLI command utils system restart to restart the server. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 18 Settings Set Time

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C H A P T E R 5 System Restart • Switch Versions and Restart, on page 19 • Restart Current Version, on page 19 • Shut Down System, on page 20 Switch Versions and Restart You can use this option both when you are upgrading to a newer software version, and when you need to fall back to an earlier software version. To shut down the system that is running on the active disk partition and then automatically restart the system by using the software version on the inactive partition, follow this procedure: This procedure causes the system to restart and become temporarily out of service. Caution Step 1 From the Cisco Unified Operating System Administration window, navigate to Settings > Version. The Version Settings window appears, showing the software version on both the active and inactive partitions. Step 2 Click Switch Versions to switch versions and restart. Click Cancel to stop the operation. If you click Switch Versions, the system restarts, and the partition that is inactive becomes active. Restart Current Version To restart the system on the current partition without switching versions, follow this procedure: This procedure causes the system to restart and become temporarily out of service. Caution Step 1 From the Cisco Unified Operating System Administration window, navigate to Settings > Version. The Version Settings window appears, showing the software version on both the active and inactive partitions. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 19

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Step 2 Click Restart to restart the system, or click Cancel to stop the operation. If you click Restart, the system restarts on the current partition without switching versions. Shut Down System Do not press the power button on the server to shut down the server or to reboot the server. If you do, you may accidentally corrupt the file system, which may prevent you from future server reboots. Caution This procedure causes the system to shut down. Caution Step 1 If you are shutting down the system from the command line interface, go to step 4. Otherwise, go to Step 2. Step 2 From the Cisco Unified Operating System Administration window, navigate to Settings > Version. The Version Settings window appears, showing the software version on both the active and inactive partitions. Step 3 Click Shutdown to shut down the system, or click Cancel to stop the operation. If you click Shutdown, the system halts all processes and shuts down. The hardware may require several minutes to power down. Note Step 4 Enter the command utils system shutdown or the command utils system restart. For more information about CLI commands, see the Cisco Unified Contact Center Express Command Line Interface Reference Guide, located at https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_ list.html. For more information, see the Cisco Unified Contact Center Express Administration and Operations Guide, located at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/ products-maintenance-guides-list.html. What to do next When the user initiates a switch version, system restart, or system shutdown from the Cisco Unified OS Administration web interface, the operation fails in the following scenarios: • If the system detects that a switch version is in progress. • If the system detects that a previous switch version was abruptly terminated. A switch version operation is abruptly terminated if a power reset or hard reboot is done on the Unified CCX system when it is in progress. Note Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 20 System Restart Shut Down System

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C H A P T E R 6 Security This chapter describes Certificate Management and IPSec Management and provides procedures for managing system security. • Set Internet Explorer Security Settings, on page 21 • Certificate Management Menu, on page 21 • IPSec Management, on page 27 • Bulk Certificate Management, on page 30 Set Internet Explorer Security Settings To download certificates from the server, ensure your Internet Explorer security settings are configured as follows: Step 1 Start Internet Explorer. Step 2 Navigate to Tools > Internet Option. Step 3 Click the Advanced tab. Step 4 Scroll down to the Security section on the Advanced tab. Step 5 If necessary, clear the Do not save encrypted pages to disk check box. Step 6 Click OK. Certificate Management Menu To access the Security menu items, you must log in to Cisco Unified Operating System Administration using your administrator credentials. Note Display Certificates To display existing certificates, follow this procedure: Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 21

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Step 1 Navigate to Security > Certificate Management. The Certificate List window appears. Step 2 You can use the Find controls to filter the certificate list. Step 3 To view details of a certificate or trust certificate, click its file name. The Certificate Details window shows information about the certificate. Step 4 To return to the Certificate List window, click Close to close the Certificate Details window. Download Certificate To download a certificate from the Cisco Unified Operating System to your PC, follow this procedure: Step 1 Navigate to Security > Certificate Management. The Certificate List window appears. Step 2 You can use the Find controls to filter the certificate list. Step 3 Click the file name of the certificate. The Certificate Details window appears. Step 4 Click Download.PEM File or Download.DER File. Step 5 In the dialog box, click Save File to download the certificate. Delete Certificate To delete a trusted certificate, follow this procedure: Deleting a certificate can affect your system operations. Caution Any existing CSR for the certificate that you choose from the Certificate list is deleted from the system. You must generate a new CSR. Caution Step 1 Navigate to Security > Certificate Management. The Certificate List window appears. Step 2 You can use the Find controls to filter the certificate list. Step 3 Click the filename of the certificate. The Certificate Details window appears. Step 4 Click Delete. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 22 Security Download Certificate

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You must restart the Unified CCX server. In the case of high availability deployments, restart both the nodes. Note Related Topics Regenerate Certificate Regenerate Certificate To regenerate a certificate, follow this procedure: Regenerating a certificate can affect your system operations. Caution For certificate regeneration, the supported key lengths are restricted to 1024, 2048, 3072, and 4096. Step 1 Navigate to Security > Certificate Management. The Certificate List window appears. Step 2 Click Generate Self-signed. The Generate New Self-signed Certificate dialog box opens. Step 3 Choose a certificate name from the Certificate Purpose list. The following table contains descriptions of the certificate names that appear: Description Name This self-signed root certificate is generated during installation for the HTTPS server. tomcat This self-signed root certificate is generated during installation for IPSec connections with MGCP and H.323 gateways. ipsec Step 4 Click Generate. Step 5 After you regenerate a certificate, you must restart the Unified CCX server. In the case of high availability deployments, restart both the nodes. What to do next After you regenerate a certificate in Cisco Unified Operating System, you must perform a backup so that the latest backup contains the regenerated certificates. For information on performing a backup, see the Cisco Unified Contact Center Express System Administration Guide. Upload Certificate to Server Uploading a new certificate can affect your system operations. After you upload a new certificate, you must restart the Unified CCX server (in the case of high availability deployments, restart both nodes). Caution Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 23 Security Regenerate Certificate

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The system does not distribute trust certificates to other cluster node automatically. If you must have the same certificate on more than one node, you must upload the certificate to each node individually. Note Upload Certificate or Certificate Chain Step 1 Navigate to Security > Certificate Management. The Certificate List window appears. Step 2 Click Upload Certificate or Certificate Chain. The Upload Certificate or Certificate Chain dialog box opens. Step 3 Select the certificate name from the Certificate Purpose list. Step 4 Select the file to upload by performing one of the following steps: • In the File Upload text box, enter the path to the file, or • Click the Browse button and navigate to the file; then, click Open. Cisco Unified CCX supports Privacy Enhanced Mail (PEM) Base64 encoded format of X.509 certificate (only one PEM certificate in a file), Distinguished Encoding Rules (DER) format of X509 Certificate and DER format of PKCS#7 (Public-Key Cryptography Standards) Certificate Chain. The system does not support PEM format of PKCS#7 Certificate Chain. Step 5 Click the Upload button to upload the file to the server. After you upload a certificate, you must restart the Unified CCX server. In the case of high availability deployments, restart both the nodes. Note Directory Trust Certificate Uploading a Directory Trust Certificate is not applicable for Unified CCX. Note Obtain Third-Party CA Certificates Cisco Unified Operating System supports certificates that a third-party Certificate Authority (CA) issues with PKCS # 10 Certificate Signing Request (CSR). The following table provides an overview of this process, with references to more documentation: Step 1 Generate a CSR on the server. See Generate Certificate Signing Request, on page 25. Step 2 Download the CSR to your PC. See Download Certificate Signing Request, on page 25. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 24 Security Upload Certificate or Certificate Chain

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Step 3 Use the CSR to obtain an application certificate from a CA. Get information about obtaining application certificates from your CA. See Application Certificates, on page 26 for more notes. Step 4 Obtain the CA root certificate. Get information about obtaining a root certificate from your CA. See Application Certificates, on page 26 for more notes. Step 5 Upload the CA root certificate to the server. See Upload Certificate or Certificate Chain, on page 24. Step 6 Upload the application certificate to the server. See Application Certificates, on page 26 Step 7 Restart the Unified CCX server. In the case of high availability deployments, restart both the nodes. Generate Certificate Signing Request To generate a Certificate Signing Request (CSR), follow these steps: For CSR generation, the supported key lengths are restricted to 1024, 2048, 3072, and 4096. Step 1 Navigate to Security > Certificate Management. The Certificate List window appears. Step 2 Click Generate CSR. The Generate Certificate Signing Certificate dialog box opens. Step 3 Select the certificate name from the Certificate Purpose list. For the current release of the Cisco Unified Operating System, the Directory option no longer appears in the list of Certificate Names. Note Step 4 Click Generate. Download Certificate Signing Request To download a Certificate Signing Request, follow this procedure: Step 1 Navigate to Security > Certificate Management. The Certificate List window appears. Step 2 Click Download CSR. The Download Certificate Signing Request dialog box opens. Step 3 Select the certificate name from the Certificate Name list. Step 4 Click Download CSR. Step 5 In the File Download dialog box, click Save. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 25 Security Generate Certificate Signing Request

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Application Certificates To use an application certificate that a third-party CA issues, you must obtain both the signed application certificate and the CA root certificate from the CA. Collect information about obtaining these certificates from your CA. The process varies among CAs. Ensure that you get an RSA signed certificate from CA. Note Cisco Unified Operating System generates certificates in DER and PEM encoding formats and generates CSRs in PEM encoding format. It accepts certificates in DER and PEM encoding formats. For all certificate types, obtain and upload a CA root certificate and an application certificate on each node. Or upload Certificate Chain that has both the application certificate and the chain of the corresponding certificate issuer. The CSRs for Tomcat and IPSec use the following extensions: X509v3 Key Usage: Digital Signature, Key Encipherment, Data Encipherment, Key Agreement X509v3 Extended Key Usage: TLS Web Server Authentication, TLS Web Client Authentication, IPSec End System 1. Upload the CA root certificate of the CA that signed an application certificate. If a subordinate CA signs an application certificate, you must upload the CA root certificate of the subordinate CA, not the root CA. 2. Upload CA root certificates and application certificates by using the same Upload Certificate dialog box. When you upload a CA root certificate, choose the certificate name with the format certificate type-trust. 3. When you upload an application certificate, choose the certificate name that only includes the certificate type. For example, choose tomcat-trust when you upload a Tomcat CA root certificate; choose tomcat when you upload a Tomcat application certificate. Restart the Unified CCX server. Monitor Certificate Expiration Dates The system can automatically send you an e-mail when a certificate is close to its expiration date. To view and configure the Certificate Expiration Monitor, follow this procedure: Step 1 Navigate to Security > Certificate Monitor. The Certificate Monitor window appears. Step 2 Enter the required configuration information. See the table below for a description of the Certificate Monitor Expiration fields. Step 3 To save your changes, click Save. Table 7: Certificate Monitor Field Descriptions Description Field Enter the number of days before the certificate expires that you want to be notified. Notification Start Time Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 26 Security Application Certificates

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Description Field Enter the frequency for notification, either in hours or days. Notification Frequency Select the check box to enable e-mail notification. Enable Email Notification Enter the e-mail address to which you want notifications sent. For the system to send notifications, you must configure an SMTP host. Note Email IDs IPSec Management The following topics describe the functions that you can perform with the IPSec menu: • Set Up New IPSec Policy, on page 27 • Manage IPSec Policies, on page 29 IPSec does not automatically get set up between nodes in the cluster during installation. Note Set Up New IPSec Policy Any changes that you make to an IPSec policy during a system upgrade are lost, so do not modify or create IPSec policies during an upgrade. IPSec, especially with encryption, affects the performance of your system. Caution Step 1 Navigate to Security > IPSEC Configuration. The IPSEC Policy List window appears. Step 2 Click Add New. The IPSEC Policy Configuration window appears. Step 3 Enter the appropriate information on the IPSEC Policy Configuration window. See the table below for descriptions of the fields on this window. Step 4 Click Save to set up the new IPSec policy. Table 8: IPSec Policy and Association Field Descriptions Description Field Specifies the name of the IPSec policy group. The name can contain only letters, digits, and hyphens. Policy Group Name Specifies the name of the IPSec policy. The name can contain only letters, digits, and hyphens. Policy Name Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 27 Security IPSec Management

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Description Field Specifies the authentication method. Authentication Method Specifies the preshared key if you selected Pre-shared Key in the Authentication Name field. Pre-shared IPSec keys can contain alphanumeric characters and hyphens only, not white spaces or any other characters. If you are migrating from a Windows-based version of Unified CCX, you may need to change the name of your pre-shared IPSec keys, so they are compatible with current versions of Unified CCX. Note Preshared Key Specifies whether the peer is the same type or different. Peer Type If you choose Different for the Peer Type, enter the new certificate name. Certificate Name Specifies the IP address or FQDN of the destination. Destination Address Specifies the port number at the destination. Destination Port Specifies the IP address or FQDN of the source. Source Address Specifies the port number at the source. Source Port Specifies Transport mode. Mode Specifies the port number to use at the destination. Remote Port Specifies the protocol: • TCP • UDP • Any Protocol From the drop-down list, choose the encryption algorithm. Choices include • DES • 3DES Encryption Algorithm Specifies the hash algorithm: • SHA1—Hash algorithm that is used in phase 1 IKE negotiation • MD5—Hash algorithm that is used in phase 1 IKE negotiation Hash Algorithm Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 28 Security Set Up New IPSec Policy

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Description Field From the drop-down list, choose the ESP algorithm. Choices include • NULL_ENC • DES • 3DES • BLOWFISH • RIJNDAEL ESP Algorithm Specifies the lifetime for phase One, IKE negotiation, in seconds. Phase One Life Time From the drop-down list, choose the phase One DH value. Choices include: 2, 1, and 5. Phase One DH Specifies the lifetime for phase Two, IKE negotiation, in seconds. Phase Two Life Time From the drop-down list, choose the phase Two DH value. Choices include: 2, 1, and 5. Phase Two DH Check the check box to enable the policy. Enable Policy Manage IPSec Policies To display, enable or disable, or delete an existing IPSec policy, follow this procedure: Because any changes that you make to an IPSec policy during a system upgrade are lost, do not modify or create IPSec policies during an upgrade. Note IPSec, especially with encryption, will affect the performance of your system. Caution Any changes that you make to the existing IPSec policies can impact your normal system operations. Caution Step 1 Navigate to Security > IPSEC Configuration. To access the Security menu items, you must log in to Cisco Unified Operating System Administration again by using your Administrator password. Note The IPSEC Policy List window appears. Step 2 To display, enable, or disable a policy, follow these steps: a) Click the policy name. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 29 Security Manage IPSec Policies

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The IPSEC Policy Configuration window appears. b) To enable or disable the policy, click the Enable Policy check box. c) Click Save. Step 3 To delete one or more policies, follow these steps: a) Check the check box next to the policies that you want to delete. You can click Select All to select all policies or Clear All to clear all the check boxes. b) Click Delete Selected. Bulk Certificate Management The Security > Bulk Certificate Management menu option is not applicable for Unified CCX 9.0(x). Note To support the Extension Mobility Cross Cluster (EMCC) feature, the system allows you to execute a bulk import and export operation to and from a common SFTP server that has been configured by the cluster administrator. To use Bulk Certificate Management to export certificates, use the following procedure: 1. Navigate to Security > Bulk Certificate Management. The Bulk Certificate Management window displays. 2. Enter the appropriate information on the Bulk Certificate Management window. 3. To save the values you entered, click Save. 4. To export certificates, click Export. The Bulk Certificate Export popup window displays. 5. From the drop-down menu, choose Tomcat as the type of certificate to export. 6. Click Export. The system exports and stores the certificates you chose on the central SFTP server. You can also use the Bulk Certificate Management window to import certificates that you have exported from other clusters. However, before the Import button displays, you must complete the following activities: • Export the certificates from at least two clusters to the SFTP server. • Consolidate the exported certificates. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 30 Security Bulk Certificate Management

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C H A P T E R 7 Software Upgrades You can use the Install/Upgrade option to upgrade the Unified CCX software and install Unified CCX COP patch files. For more information regarding the supported versions of Unified CCX and Unified CM, see Cisco Unified Contact Center Express (Unified CCX) Compatibility Matrix. Note When you upgrade from an earlier version of Unified CCX to the latest version the system restarts as part of the upgrade process. Therefore, you may want to perform the upgrade during maintenance window to avoid service interruptions. Caution • Unified CCX Upgrade and Roll Back, on page 31 • TFTP File Management, on page 31 • Set Up Customized Logon Message, on page 32 Unified CCX Upgrade and Roll Back For Upgrade and Rollback instructions, see Cisco Unified Contact Center Express Installation and Upgrade Guide available here: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/ products-installation-guides-list.html TFTP File Management The Software Upgrades > TFTP File Management menu option is not applicable for Unified CCX. Note Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 31

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Set Up Customized Logon Message You can upload a text file that contains a customized logon message that appears when users log on to Unified CCX applications. In the applications, the message appears in one of the following ways as: • A pop-up window, as soon as the authentication page is loaded. • Cisco Unified CCX Administration • Cisco Unified CCX Serviceability • A pop-up window, after entering username and password. • Cisco Identity Service Management • Cisco Finesse Administration • Cisco Unified Intelligence Center • Finesse Desktop • A text in the authentication page. • Disaster Recovery System • Cisco Unified Serviceability • Cisco Unified OS Administration If the message appears in a pop-up window, you must acknowledge the message to log in. In CLI, the message is displayed after you enter the username and again after you enter the password. Note To upload a customized logon message, the procedure is as follows: Step 1 From the Cisco Unified Operating System Administration window, navigate to Software Upgrades > Customized Logon Message. The Customized Logon Message window appears. Step 2 Click Browse. Choose the text file that you want to upload. Step 3 Select the required file and click Upload File. You cannot upload a file that is larger than 10kB. Note The customized logon message appears. Step 4 To revert to the default logon message, click Delete. By default, there is no custom message configured for Cisco Finesse. Note Your customized logon message is deleted, and the system displays the default logon message. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 32 Software Upgrades Set Up Customized Logon Message

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C H A P T E R 8 Utility Functions This chapter describes the utility functions that are available on the operating system: pinging another system and setting up remote support. • Ping, on page 33 • Remote Account Support, on page 33 Ping Use the Ping Utility window to ping another server in the network. To ping another system, follow this procedure: Step 1 From the Cisco Unified Operating System Administration window, navigate to Services > Ping. The Ping Remote window appears. Step 2 Enter the IP address or network name for the system that you want to ping. Step 3 Enter the ping interval in seconds. Step 4 Enter the packet size. Step 5 Enter the ping count (the number of times that you want to ping the system). When you specify multiple pings, the ping command does not display the ping date and time immediately. Be aware that the Ping command displays the data after it completes the number of pings that you specified. Note Step 6 Choose whether you want to validate IPSec. Step 7 Click Ping. The Ping Remote window displays the ping statistics. Remote Account Support From the Remote Access Configuration window, you can set up a remote account that Cisco support personnel can use to access the system for a specified time. The remote support process works like this: Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 33

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The customer sets up a remote support account. This account includes a time limit on how long Cisco personnel can access it. This time limit can be configured to various values. 2. When the remote support account is set up, a pass phrase gets generated. 3. The customer calls Cisco support and provides the remote support account name and pass phrase. 4. Cisco support enters the pass phrase into a decoder program that generates a password from the pass phrase. 5. Cisco support logs into the remote support account on the customer system by using the decoded password. 6. When the account time limit expires, Cisco support can no longer access the remote support account. To set up remote support, follow this procedure: Step 1 From the Cisco Unified Operating System Administration window, navigate to Services > Remote Support. The Remote Access Configuration window appears. Step 2 Enter an account name for the remote account in the Account Name field. The account name must comprise at least six-characters that are all lowercase, alphabetic characters. Avoid creating remote account names starting with “uccx” or “UCCX” because such user names may conflict with system account names used internally within Unified CCX server. Caution Step 3 Enter the account duration, in days, in the Account Duration field. The default account duration specifies 30 days. Step 4 Click Save. The fields in the following table appears in the Remote Access Account Information area: Table 9: Remote Access Account Information Fields and Descriptions Description Field Displays the name of the remote support account. Account name Displays the date and time when access to the remote account expires. Expiration Displays the generated pass phrase. Passphrase Indicates the version of the decoder in use. Decode version Step 5 To access the system by using the generated pass phrase, contact your Cisco personnel. Step 6 To delete the remote access support account, click Delete. Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 12.5(1) SU3 34 Utility Functions Remote Account Support

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