Oracle Contact Center Anywhere 8.1, Installation Manual

Page 1: ...Contact Center Anywhere Installation Guide Version 8 1 March 2007 ...

Page 2: ...ftware or commercial technical data pursuant to the applicable Federal Acquisition Regulation and agency specific supplemental regulations As such use duplication disclosure modification and adaptation of the Programs including documentation and technical data shall be subject to the licensing restrictions set forth in the applicable Oracle license agreement and to the extent applicable the additi...

Page 3: ...se Configuration Options 11 Configuring an Oracle 9i Database for CCA 11 Creating a New Oracle 9i Database 11 Upgrading an Older Oracle 9i Database for CCA 13 Configuring a MS SQL Server 2000 Database 14 Creating a New Database on MS SQL Server 2000 14 Upgrading Database on MS SQL Server 2000 16 Chapter 4 Installing CCA Server Components Creating Database Connection to the Application Server 19 Cr...

Page 4: ...eb Applications on Oracle 10g Application Server OAS 10g 35 Creating JDBC Connection Pool on OAS 10g 36 Creating JDBC Data Source on OAS 10g 37 Deploying CCA Web Applications on OAS 10g 37 Deploying CCA Web Applications on WebLogic 8 1 SP5 40 Creating a New Server Domain 41 Installing WebLogic as a Windows Service 42 Deploying CCA web applications on WebLogic 42 Chapter 6 Getting Started With CCA ...

Page 5: ...support release 8 1 of the software Table 1 1 New Product Features in Contact Center Anywhere Installation Guide Version 8 1 Topic Description Deploying CCA Web Applications on Oracle 10g Application Server OAS 10g on page 35 CCA web applications now can be deployed on Oracle 10g Application Server Creating a TNS Name for Oracle 9i Database on Solaris 9 Red Hat AS4 on page 20 Red Hat Enterprise Li...

Page 6: ...Contact Center Anywhere Installation Guide Version 8 1 What s New in This Release 4 ...

Page 7: ...Tier Zero Tier One Tier Two Tier Three Software Requirements CCA Installation Overview Installing Required Software Configuring Database for CCA Installing CCA Server Components Configuring Web Server Getting Started With CCA CCA Architecture Overview Contact Center Anywhere CCA is a multi channel e contact center solution It is built on a carrier grade architecture designed to address the concern...

Page 8: ...TTP and emails travel based on the native protocol of the corporate email server In addition call control messages and screen refreshes all use HTTP or HTTPS Using these standard protocols and ports helps avoid unnecessary customizations of firewall rules making CCA easy to implement install and maintain Agents and supervisors are also connected to the platform by the telephony network either PSTN...

Page 9: ...ky session from the Load Balancer can be maintained for each HTTP J2EE server but these are not certified Tier Two This is where CCA s J2EE based session servers live A traditional firewall implementation in most corporate networks includes a DMZ zone to provide maximum security DMZ access is based on rules set up by a security administrator who dictates what communications are allowed through the...

Page 10: ...y CCA uses two types of resources in Tier Three Shared Resources and Dedicated Resources 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 ...

Page 11: ...ic 8 1 Service Pack 5 Client Web browser One of the following Web browser Microsoft Internet Explorer 6 Microsoft Internet Explorer 7 Others The following softwares must be installed Sun Java JDK 1 4 2_13 installed on Web server Sun Java JRE 1 5 0 Update 10 installed on client PC where Web browser is launches CCA FTP server The FTP server hosts all voicemails quality recordings agent and superviso...

Page 12: ...o install and configure all server resources reside at Tier Three needed by CCA Configuring Web Server Chapter 5 describes how to deploy CCA Web applications on WebLogic 8 1 SP5 and Oracle Application Server 10g Release 3 Getting Started With CCA Chapter 6 describes how to launch and verify a successful installation Table 3 Some Required Software Reference Links Software Reference Link Microsoft S...

Page 13: ...nning and you want to upgrade it to version 8 1 CCA provides three different character sets for your system and you can choose one of them when creating a new database Latin Japanese and Chinese This guide uses Latin This installation guide uses two database servers Oracle Database Server 9i and Micosoft SQL Server 2000 NOTE Before configuring database for CCA make sure Sun Java JDK 1 4 2_13 is in...

Page 14: ...ins temporary data which occurs for example when a complex SELECT statement is executed Replace 7 with the path to the location where the temporary table space will be created For example C oracle oradata oracle twcc81tmp ora Replace 8 with the size of the temporary table space The default size is 50MB Replace 9 with the growth size of the temporary table space The default size is 10MB Replace 10 ...

Page 15: ...run database scripts For example we put it in C CCA database Oracle Patch 2 Edit the UseMe_upgrade sql file in Patch folder to reflect the correct information that is necessary to upgrade the database by using the following guidelines NOTE Retain the quotation marks surrounding the parameters values Replace 1 with the username of the administrator who owns all the objects tables views indexes and ...

Page 16: ... 1521 3 Open a command line window Use the cd command to navigate to the Patch folder 4 At the command line type sqlplus nolog to open Sql Plus console 5 At the Sql Plus console type UseMe_upgrade sql 6 After the script file completes running check all log files created to verify that no error is reported during database upgrading process Configuring a MS SQL Server 2000 Database Creating a New Da...

Page 17: ...ce 3 with the password for the sa user Replace 4 with the path to the location where the database files will be created Replace 5 with the database name for CCA The default value cc81 is typically used Replace 6 with the name of the user who will be created and has access to the database This user is used by CCA system to access the database The default value cc81 is typically used Replace 7 with ...

Page 18: ...me sa saPassword sa dbPath C databases remoteDatabase false echo on 3 Open a command prompt and run the batch file in the Command line window 4 After the batch file completes running check log files created in the same folder with the batch file to verify that no error is reported during the database creation process Upgrading Database on MS SQL Server 2000 Complete these steps to upgrade an older...

Page 19: ...he port 1433 After the batch file is edited it will return to the following rem 1 The database server name rem 2 The admin users Normally sa rem 3 The password for the admin user rem 4 The database name rem 5 CCA db username rem 6 CCA dbpassword rem 7 Database Port Number sql server default use 1433 rem 8 flag isUpgrade echo off CHCP 437 java jar DatabasePopulation jar hostname dbserver username c...

Page 20: ...Contact Center Anywhere Installation Guide Version 8 1 Configuring the Database Configuring a MS SQL Server 2000 Database 18 ...

Page 21: ...us Starting and Stopping CCA Resources Creating Database Connection to the Application Server The CCA application server can be classified into separate functional areas or Resources Each CCA resource is responsible for delivering specific functionality For example the Call Center resource manages all of the phone call functionality To make CCA resources running create a database connection for th...

Page 22: ...E Install Oracle 9i client tool on servers running CCA resources To create a TNS Name for Oracle 9i Database on Solaris 9 Red Hat AS4 1 Edit the tnsnames ora file on the server running CCA resources to point to the Oracle 9i database server Typically this file resides at ORACLE_HOME network admin For example if your database server is support db SID oracle this record should be added in tnsnames o...

Page 23: ...red 4 Provide the following information in the wizard dialog boxes and click Next where appropriate Table 5 ODBC Data Source Settings for SQL Server Field Description Comments Name The name you want to use to refer to the data source The name should be similar to your DB name and it cannot include spaces Description Text description of the data source For example Contact Center Anywhere V8 1 Data ...

Page 24: ...Linux 2 Copy the CCA servers directory in the CCA installation package to the directory that is created in previous step Verify that the following sub directories exist in the CCA directory bin lib only on Solaris Linux prompt log tmp Network Manager 3 Add the path to the location of bin directory in CCA directory created in step 1 to your PATH environment variable a Right click on My Computer on ...

Page 25: ...r share man usr local man CCA_INSTALL_PATH export MANPATH ulimit n 4048 NOTE On Solaris Linux for security reasons we should not use root account to run CCA resources We should create another user account to run CCA resources and do not forget to change the owner of the CCA directory to the user we use to run CCA resources and assign write and execute permissions for this directory Installing the ...

Page 26: ...IPBus is created in Windows registry NOTE In a multi machine environment the same TCPIPBus configuration setup must be installed on each machine that is running Contact Center Anywhere resources It does not need to be installed for Web server or Database server To install the TCPIPBus on Solaris Linux 1 Verify that the LD_LIBRARY_PATH variable includes the path to the location of CCA library direc...

Page 27: ...rk Manager is used to configure start and stop CCA resources You can create a shortcut on the desktop to the CCA Network Manager which is typically installed in the CCA directory NetworkManager directory for example C ccanywhere NetworkManager To use Network Manager 1 Start Network Manager Run the executable file NetworkManager81 exe in NetworkManager directory For example C ccanywhere NetworkMana...

Page 28: ...oad and download needed files from FTP server to the server it is running Add Host Manager resource using the Add Host Manager dialog box which appears automatically after the system configuration settings are completed To add a host manager 1 From the Host Manager dialog box enter the machine name that you are going to add as a host of the services 2 Complete the remaining fields in the dialog Ho...

Page 29: ...ver SNMP Agent License Server Redirect Server 6 From the Default Resources dialog box Dedicated tab add dedicated resources a Use the drop down list to select the company to which resources will be added By default a company named ASP Services was already created automatically when creating database b Select the check box for each dedicated resource that you need to add NOTE If you do not want to ...

Page 30: ...value is automatically assigned when the resource is created Port The IP port the resource uses for TCPIPBus messaging Resource Type The type of resource to configure Dedicated If this check box is checked then the resource is assigned to a single company to use If left unchecked then the resource is available to all companies Resource Mode This can be set to Master or Backup Company Only used if ...

Page 31: ...ose the Call Center resource to modify 2 From the Resources menu choose Modify Resource 3 From the Resource Information dialog box click Advanced 4 From the Call Center Advanced dialog box complete the fields and then click Save 5 Click Configure to continue configuration Table 6 describes some of the fields Table 6 Call Center Configuration Field Comments Hardware Select TAW VoIP Ext length Depen...

Page 32: ... distance charges Dial Plan Group Typically set up to route calls through specific call centers Description Text field to describe the call center s setup Table 7 VoIP Interface General Configuration Field Comments Host IP address of the Call center host This value must be correct or one way audio is the result Start Port Call Center uses a range of ports to pass calls This is the starting port in...

Page 33: ...mple gateway or agent channels Interface Options are SipGateway Sip H323Gateway and H323 Specify what you are installing and what your gateway is passing to you Number of Channels Set this value to the number of channels the call center plans to use The number cannot exceed 120 channels for each server and includes the agent channels Gateway IP Address Address of the gateway that is sending the ca...

Page 34: ...onsible for automatically converting all WAV files listed in the QualityControl table and History tables to MP3 format to facilitate transfer from the File Server to remote users such as Agents and Supervisors and to reduce the amount of storage required for these files Complete the steps in the following procedure to configure an MP3 server NOTE Before configuring the MP3 Server you need to insta...

Page 35: ...all Center and the software interface In effect this resource is in charge of managing all of the available telephony resources While the Call Center provides the interface to allow access to the resources the CTI Server is the system brain that determines what to do with those resources Configuration of the CTI Server resource is similar to configuration of the Redirect resource However in the Ca...

Page 36: ...u can start CCA resources the TCPIPbus must be started in advance In Ms Windows Open the Services control panel in Start Programs Administrative tools Services Navigate to the TAW TCP IP Bus service On the right menu click Start to start the TCPIPBus or click Stop to stop the service In Solaris Linux Login as user account used to run CCA server resources To start TCPIPBus and run as service run co...

Page 37: ... 1 SP5 Creating a New Server Domain Installing WebLogic as a Windows Service Deploying CCA web applications on WebLogic Deploying CCA Web Applications on Oracle 10g Application Server OAS 10g This section describes how to deploy CCA Web applications on Oracle 10g Application Server Release 3 Oracle 9i database server is used for example It covers the following topics Creating JDBC Connection Pool ...

Page 38: ...the Administration console home page click the OAS 10g instance that is used to deploy CCA web applications 3 From the OAS 10g Instance detail page Figure 5 in Administrations tab click icon Create JDBC Resources 4 From the JDBC Resources page click Create beneath Connection Pools label 5 From the Create Connection Pool Application page select New Connection Pool and click Continue 6 From the JBDC...

Page 39: ...DI Location use the same value with data source name Transaction Level Global Local Transaction Connection pool select the connection pool created previously Login Timeout 60 5 Click Finish You will be brought back to the JDBC Resources page 6 From the JDBC Resources page click Test Connection icon beside the Data Source we have just created to verify it is working correctly Deploying CCA Web Appl...

Page 40: ...elds and click Next Application name TAW Parent Application default Bind Web Module to Site default website Table 12 Context Parameters To Be Modified in TAW Web xml File Context Parameter Name Parameter Value applicationPath path to the location of TAW directory For example C bea user_projects domains mydomain applications TAW URLstoragePath URL that clients will use to download files from their ...

Page 41: ...war file The only difference is that you do not need to edit the web xml file Updating the System Configuration Key A configuration key should be provided with CCA installation package This key is used to activate the CCA web applications If you do not apply the key the CCA web applications will refuse to start Following these steps to apply a configuration key to activate CCA web applications Tab...

Page 42: ...us is running Bus Backup IP address IP Address of the server where secondary TCPIPBus is running You can leave it blank if you have only one TCPIPBus running Application Storage URL http server_name TAW Storage Log level Number of Logs Log Files Maximum Size Leave these fields as default values Application Password and Application Key The password and application key are provided with the CCA prod...

Page 43: ...iguration page make sure that the Basic WebLogic Server Domain is selected and then click Next 6 From the Choose Express or Custom Configuration page make sure that Express is selected and then click Next 7 From the Configure Administration Username and Password page set the user name and password for the domain administrator and then click Next NOTE You can change the user name and password at a ...

Page 44: ...B of RAM Xms768m Xmx768m NOTE If you have additional RAM then you can reserve more memory for the service 2 Open a Command Line window Start Run and then type CMD 3 From the Command Prompt use cd command to navigate to the your domain directory For example C bea user_projects domains mydomain 4 Run the InstallService cmd followed by the username and password you used to create the domain in step 7...

Page 45: ...need to create a WebLogic user on the domain If you do not want to use a long password for the user you change the password length a Go to Page Security Realms myrealm Providers Authentication Default Authenticator Details b Change the Minimum Password Length For example change from 8 to 4 c Click Apply 4 Create a WebLogic domain user Figure 6 a Go to Page Security Realms myrealm Users b Create ne...

Page 46: ...6 Click Next 7 From the Test Database Connection page click Test Driver Configuration If a green Connection Successful message appears click Create and Deploy 8 After the Connection Pool is created you can define the connection configuration of the JDBC connection pool a Click the Connection Pool that you created b Select the Connections tab 9 Change the Initial Capacity to 25 and the Maximum Capa...

Page 47: ... to know what parameters need to be modified 5 Connect to the Web based WebLogic console http server_name console 6 Click the Deploy a new Web Application Module link in Deployments Web Application Modules 7 In the Deploy a Web Application Module page select the Applications directory link 8 From the Select an archive for this Web application module page select TAW and then click Target Module 9 F...

Page 48: ...ying the Integration Application The steps for deploying the Integration application are similar to those in the topic Deploying the TAW Application on page 45 To deploy the Integration Application 1 Copy the integration war file in the CCA installation package to the WebLogic domain applications directory For example C bea user_projects domains mydomain applications 2 Create a directory integrati...

Page 49: ...e web server 2 Login as Network Administrator using the default administrator account This account is created when installing CCA The default user name and password for this user is netadmin 1234 3 Make sure you can log in without any error message If you cannot login review the log files in TAW WEB INF logs ccanywhere log to find detail of any error during the CCA web applications deployment 4 Cr...

Page 50: ...s The Partition feature is disabled by default Following these steps to enable this feature To enable the Partition feature 1 Enable the Partition in the database by running the SQL query Update systempackage set packageconfigurable 1 where resourcebundlekey partitions 2 Enable the Partition in Administration Manager AM a After running the query log in to AM page with a Network Administrator accou...

Page 51: ...d Client 4 Make an inbound call to CCA system Make sure that agent can accept the call 5 Make an outbound call Make sure that agent can connect to an outbound number 6 Send an email interaction Make sure that agent can receive the email 7 Send an chat request to CCA system Make sure that agent can chat with the customer ...

Page 52: ...Contact Center Anywhere Installation Guide Version 8 1 Getting Started With CCA Making interactions 50 ...

Page 53: ...enter Anywhere 5 Context Root 39 Country Code 29 Creating Database Connection 19 CTI Bridge 27 CTI Server 33 Custom Configuration 41 D Data Source Name 20 databaseDatasource 38 databasePassword 38 databaseUser 38 Dedicated resources 8 Default DNIS 31 Default Resources dialog 27 Deploying Integration application 39 Deploying the CCA Application 39 Deploying the TAW Application 38 Dial Out 29 Dial P...

Page 54: ...erverUrl 38 Resources 8 runmePatch bat 16 S server domain 41 Shared resources 8 Sip Port 30 SNMP Agent 27 Start Port 30 Starting and Stopping CCA Resources 34 Starting and stopping TCPIPBus 34 Strip Country Code 29 Sun Java JDK 1 4 2_13 11 System Configuration Key 39 T table space 12 Takeback 31 taw_tcpip_bus cfg 24 TCPIPBus 23 TCPIPBus on Ms Windows 23 TCPIPBus on Solaris Linux 24 Test Connection...