Installation Guide

ManualsBrandsCisco ManualsCollaboration EndpointsCisco ICM Seimens Rolm Gateway Feature

Corporate Headquarters:

Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA 95134-1706 USA

Installing Cisco Security Agent for Cisco

Intelligent Contact Management Software,

Release 6.0(0)

October 2004

This document provides installation instructions and information about Cisco Security Agent for Cisco

Intelligent Contact Management (ICM) Software, Release 6.0(0). You are strongly urged to read this

short document in its entirety.

Cisco Security Agent for ICM 6.0(0) incorporates the appropriate policies for Cisco ICM Enterprise

Edition 6.0(0), Cisco IP Customer Contact (IPCC) Enterprise Edition 6.0(0), Cisco Outbound Option

(formerly Blended Agent) 6.0(0), Cisco E-Mail Manager 5.0(0), Cisco Web Collaboration Option 5.0(0)

[Cisco Collaboration Server 5.0(0), Cisco Dynamic Content Adapter (DCA) 2.0(1), Cisco Media

Blender 5.0(0)], Cisco CTI Object Server (CTI OS) 6.0(0), Cisco Agent Desktop (CAD) Enterprise

Edition 6.0(0), Cisco Support Tools 1.0(1), and Cisco Remote Monitoring Suite (RMS) 2.0(0).

Contents

This document contains information about the following topics:

• Introduction, page 2

• System Requirements, page 6

• Before You Begin the Installation, page 6

• Installing the Cisco Security Agent, page 7

• Checking the Version on the Server, page 9

• Testing the Agent, page 10

• Disabling and Reenabling the Cisco Security Agent Service, page 10

• Uninstalling the Cisco Security Agent, page 11

• Upgrading the Cisco Security Agent, page 12

• Messages, Logs, and Caching, page 12

Summary of content (20 pages)

PAGE 1
Installing Cisco Security Agent for Cisco Intelligent Contact Management Software, Release 6.0(0) October 2004 This document provides installation instructions and information about Cisco Security Agent for Cisco Intelligent Contact Management (ICM) Software, Release 6.0(0). You are strongly urged to read this short document in its entirety. Cisco Security Agent for ICM 6.0(0) incorporates the appropriate policies for Cisco ICM Enterprise Edition 6.
PAGE 2
• Troubleshooting, page 13 • Migrating to the Management Center for Cisco Security Agents, page 15 • Obtaining Additional Information about CSA, page 16 • Obtaining Related Cisco ICM Software Documentation, page 17 • Obtaining Documentation, page 17 • Documentation Feedback, page 17 • Obtaining Technical Assistance, page 18 • Obtaining Additional Publications and Information, page 19 Introduction The standalone Cisco Security Agent (CSA) • provides intrusion detection and prevention for Cis
PAGE 3
• Cisco ICM Enterprise Edition 6.0(0) Supported: Router, Logger, PGs, AWs, HDS, CTI Server, Support Tools server and agent Not Supported: CTI Desktop and Client components; Internet Service Node (ISN) • Cisco IP Customer Contact (IPCC) Enterprise Edition 6.0(0) Supported: ICM servers (see ICM Enterprise Edition 6.0(0) list above) Not Supported: Cisco CallManager; Cisco IP IVR; Cisco Customer Response Solutions (CRS); Cisco Internet Service Node (ISN) • Cisco Outbound Option (formerly Blended Agent) 6.
PAGE 4
Manual Windows updates are allowed by the current Cisco Security Agent for ICM policy. Should the Windows update mechanism change, you may need to download a more recent version of the standalone Agent software, or contact the Cisco Technical Assistance Center (TAC). In any event, when a newer version of the Agent becomes available, Cisco strongly recommends that you install the newer version.
PAGE 5
ICM Multimedia and ServletExec Components Component Should Be Installed under Directory Cisco Collaboration Server **\Cisco_CS Cisco Collaboration Server ServletExec **\ServletExec ISAPI Cisco Dynamic Content Adapter **\dca Cisco Media Blender **\CiscoMB Cisco Media Blender ServletExec **\ServletExec ISAPI Cisco E-Mail Manager ServletExec **\ServletExec ISAPI Admin Workstation ServletExec **\ServletExec ISAPI Customer Applications Customer applications should generally work without problems.
PAGE 6
Listener Changes The DDSN Transfer Process (DTP) on ICM writes to a share directory on the Listener server. With Cisco Security Agent installed on the Listener server, the DTP process (which runs on a remote server) is now only allowed to write to a share directory on the Listener server with the following structure: :\customer\\import\ can be any fixed drive, such as the C or D drive. includes any file written to the import directory.
PAGE 7
• Caution Before each Cisco ICM upgrade, you must disable the Cisco Security Agent service. You must also be sure that the service does not get enabled at any time during the Cisco ICM installation. For information on how to disable the service, see the section Disabling and Reenabling the Cisco Security Agent Service, page 10. You must disable the Cisco Security Agent service before performing any software installation.
PAGE 8
Note An important feature of the Management Center for Cisco Security Agents is that it has a scheduled update program that automatically updates the Agents that are being managed. This eliminates the need to manually stop, uninstall, install, and start CSA on each server. See the section Migrating to the Management Center for Cisco Security Agents, page 15. Note To install the Cisco Security Agent you must be a System Administrator.
PAGE 9
Step 12 The “Preparing to transfer files” status window displays the options that you chose. To accept the current settings, click Next. Step 13 Continue to wait while the installation completes; do not click Cancel. Step 14 Click the radio button Yes (the default), then click Finish to reboot the server. Caution Tip Step 15 The Agent protects the server as soon as you install the software, but the Agent does not provide complete functionality until you reboot the server.
PAGE 10
Testing the Agent You may want to test the Agent by attacking your own system. If so, go to the “Attack your system” section in the “Evaluating the Cisco Security Agent” appendix in Installing Management Center for Cisco Security Agents 4.0, which can be accessed from http://www.cisco.com/en/US/partner/products/sw/secursw/ps5057/index.html Disabling and Reenabling the Cisco Security Agent Service You must disable the CSA service whenever you want to install, upgrade, or uninstall software.
PAGE 11
Reenable To reenable the CSA service, complete the following steps: Step 1 Choose Start > Settings > Control Panel > Administrative Tools > Services. Step 2 In the Services window, right-click Cisco Security Agent and choose Properties. Step 3 In the Properties window, click the General tab. Step 4 From the Startup Type drop-down list box, choose Automatic. Step 5 Click Apply. Step 6 Click Start. Step 7 After the service has started, click OK. Step 8 Close Services.
PAGE 12
HKEY_LOCAL_MACHINE\Software\Cisco Systems, Inc.\System Info\CSA Agent\Version Delete everything under, and including, ICM-CSA Policy, and everything under, and including, CSA Agent. Upgrading the Cisco Security Agent To upgrade the Cisco Security Agent, perform the following tasks: 1. Uninstall the existing version that is installed on the server. See the section Uninstalling the Cisco Security Agent, page 11. 2. Install the new version that you plan to run on the server.
PAGE 13
Understanding How the Cache Works Cisco Security Agent caches your responses to queries for one hour. This is a convenience feature, so that you do not have to respond to a popup each time you do a repetitive action. However, in certain situations, this feature may have undesirable results. For example, see the section Second Attempt to Install Software Fails without a Warning, page 13.
PAGE 14
Step 3 Click the Advanced tab. Step 4 Click Clear. Step 5 Close the Cisco Security Agent Control Panel. Note Before you retry installing the software on the server, disable the Cisco Security Agent service. After you install the software, reenable the Cisco Security Agent service. See Disabling and Reenabling the Cisco Security Agent Service, page 10.
PAGE 15
Step 2 csainfo will ask if you want to stop the Agent. Click Yes. The file csainfo.log is created. Step 3 Zip up the :\Program Files\Cisco\CSAgent\ directory (which includes csainfo.log and securitylog.txt). Step 4 Determine the version of your CSA engine and of your CSA policy (the method for doing so is described in Checking the Version on the Server, page 9). Step 5 Contact TAC.
PAGE 16
Ensure that the Management Center component is installed on a separate, dedicated server and the managed Agent is installed on all Cisco ICM servers. Make sure that the server that is intended for the Management Center meets the system requirements that are listed in Installing Management Center for Cisco Security Agents. Caution If you attempt to install the Management Center on servers where you have installed Cisco ICM software, the Management Center will block operation of ICM components.
PAGE 17
Obtaining Related Cisco ICM Software Documentation The latest version of the Cisco ICM software documentation can be found at this URL: http://www.cisco.com/univercd/cc/td/doc/product/icm/index.htm Obtaining Documentation Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems. Cisco.
PAGE 18
You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address: Cisco Systems Attn: Customer Document Ordering 170 West Tasman Drive San Jose, CA 95134-9883 We appreciate your comments. Obtaining Technical Assistance For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance.
PAGE 19
For a complete list of Cisco TAC contacts, go to this URL: http://www.cisco.com/techsupport/contacts Definitions of Service Request Severity To ensure that all service requests are reported in a standard format, Cisco has established severity definitions. Severity 1 (S1)—Your network is “down,” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
PAGE 20
• iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL: http://www.cisco.