Contact Center Anywhere Installation Guide
Version 8.1
CCA Overview and Requirements
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Software Requirements
8
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A Web services library and interpretive layer. The Web Services interpretive layer acts as a
standard interface to the CCA native Web container.
In larger environments, such as overlay networks or service provider deployments, it is best to have
separate physical servers set up as Report Servers. These serve all customers reports and extract
data from secondary databases.
The Tier Two/DMZ zone is also a typical zone to house corporate mail servers. These corporate mail
servers are not part of the CCA architecture per se, but they interface to CCA to facilitate unified
messaging and identifying ACD Email projects.
In some cases, additional physical servers may be placed in the Tier Three/Network Zone to act as
Email proxy servers. Do this when corporate Email servers use IMAP/4 protocols are in the Tier Two/
DMZ zone. The Email Proxies in the Tier Three/Network Zone perform protocol conversion duties
(POP3/SMTP-to-IMAP/4).
Tier Three
The Tier Three, which is also called the
Network Zone
, is where the Application Servers, File Servers,
Database Servers, and Telephony Servers reside. The CCA application servers can be classified into
separate functional areas or Resources. Each CCA resource is responsible for delivering specific
functionality. CCA uses two types of resources in Tier Three;
Shared Resources
and
Dedicated
Resource
s.
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Shared Resources
are common system resources that are used systemwide. An example of a
shared resource is the Call Center Server. It is responsible for managing voice and switching
functions between the Telephony Servers and the Public Switched Telephone Network (PSTN).
Even though it defaults as a shared resource, it is possible to configure a Call Center Server to
be used for only one company and to have still other Call Center Servers configured in the same
system as shared.
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Dedicated Resources
are company-specific resources. These dedicated resources use private
data that can only be accessed by one company. This is part of CCA's partitioning and data
security schema. For example, the ACD Server holds all of the routing rules for Company A.
Therefore, it would not be used for Company B. So, Company B has its own, dedicated ACD
Server running on its behalf. In an overlay network or service provider arrangement, it is typical
to have multiple instantiations of the same type of dedicated resource running on the same
physical server. For example, you may have 18 ACD Servers (each for its own dedicated use for
a specific company) running on a single physical application server.
In the case of one company with many lines of business or departments, the system can be
configured to allow each department or line of business to be set up as individual companies.
Software Requirements
Before installing CCA, verify that softwares in
Table
are installed on your system.
