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Interactive Intelligence Audiocodes Mediant 800 based Installation And Configuration Manual

Interaction media server appliance
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Interaction Media Server Appliance
Installation and Configuration Guide
Audiocodes Mediant 800 based Media Server
HP ProLiant Gen8 Medium Interaction Media Server
HP ProLiant Gen8 Large Interaction Media Server
Interaction Media Server ™ 4.0
Interaction SIP Proxy Server ™ 4.0
Last updated April 10, 2014
(See Change Log for summary of changes made to this document since GA.)
Abstract
The Interaction Media Server appliance is a pre-built Windows Server 2008 R2 server. Additional
configuration is required once the server is connected to the network. This guide describes the
basic installation and configuration process for the Interaction Media Server Appliance.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
DC-014-4.0-IMSD-03

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  • Page 1 Interaction Media Server Appliance Installation and Configuration Guide Audiocodes Mediant 800 based Media Server HP ProLiant Gen8 Medium Interaction Media Server HP ProLiant Gen8 Large Interaction Media Server Interaction Media Server ™ 4.0 Interaction SIP Proxy Server ™ 4.0 Last updated April 10, 2014 (See Change Log for summary of changes made to this document since GA.)
  • Page 2 Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2005-2014 Interactive Intelligence, Inc. All rights reserved. Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2006-2014 Interactive Intelligence, Inc. All rights reserved.
  • Page 3 Products based on the Interaction Center Platform include: • Interactive Intelligence Customer Interaction Center® (CIC) Messaging Interaction Center™ (MIC™) • Since these products share some common features, this document is intended for use with all IC products, unless specifically stated otherwise on the title page or in the context of the document.

  • Page 4: Table Of Contents

    Interaction Session Manager (not available on all models) ..........9 IC Documentation Library ................... 10 Interactive Intelligence Support website ............... 10 Interactive Intelligence Test Lab site ................10 Set up the Interaction Media Server appliance ............11 Preliminary hardware setup ................... 11 Complete the Windows Server installation ...............

  • Page 5: Introduction

    Introduction The Interaction Media Server appliance is a pre-certified server that supports IC applications out of the box. Interaction Media Server is a required subsystem of Interaction Center. Its main purpose is to handle IP-based audio streams. These audio streams include Voice-over-IP (VoIP) active call connections, recordings, and the playing of prompts.

  • Page 6: About This Guide

    (Medium and Large Interaction Media Servers only) See the Factory Image Restoration Procedures document for instructions on how to restore the factory image (operating system and/or any Interactive Intelligence software) using an internal USB flash drive (“Interaction Recovery Module”). The Factory Image Restoration Procedures document is included in the box with the Interaction Media Server appliance, and is also located in the Packaged Hardware Documents section of the IC Documentation Library.

  • Page 7: Interaction Sip Proxy Technical Reference

    Interaction SIP Proxy Technical Reference Interaction SIP Proxy is a program that enables a server to act in a similar fashion as an Interaction Center server in its ability to route SIP calls to a local area network (LAN), a wide area network (WAN), or to the Public Switched Telephone Network (PSTN).

  • Page 8: Ic Documentation Library

    Service Updates, and downloadable utilities. Interactive Intelligence Test Lab site The Interactive Intelligence Test Lab site at http://testlab.inin.com/ is a resource for tracking hardware and software components recommended for use with Interaction Center products, tested and approved by Interactive Intelligence.

  • Page 9: Set Up The Interaction Media Server Appliance

    Set up the Interaction Media Server appliance After you confirm the Interaction Media Server appliance contents, review safety precautions, and understand where to obtain help and additional resources information, you are ready to set up the Interaction Media Server appliance. In this section, you will learn how to: Perform the preliminary hardware setup •...
  • Page 10 Set up the Interaction Media Server appliance Complete the Windows Server installation 2. Select the appropriate Country or Region, Time and Currency, and Keyboard layout from the respective drop-down lists and click Next. 3. In the Microsoft Software License Terms dialog, review the agreement, select the I accept the license terms check box, and click Start.

  • Page 11: Interaction Recovery Module (Medium And Large Interaction Media Servers Only)

    Doing so may result in the inability to restore the system to its factory state in the future. For instructions on how restore the appliance (operating system and/or any Interactive Intelligence software) to its factory state using the Interaction Recovery Environment software stored on the Interaction Recovery Module, see the Factory Image Restoration Procedures technical reference included with the Interaction Media Server appliance.
  • Page 12 Set up the Interaction Media Server appliance Add the server to the domain 3. In the Computer name, domain, and workgroup settings area click Change settings. The System Properties dialog opens. 4. Click Change. The Computer Name/Domain Changes dialog opens. 5.

  • Page 13: View Network Fault Tolerant (Nft) Network Interface Controller Teams

    Interactive Intelligence software does not support a teaming method that employs load balancing due to increased jitter incidence in the RTP audio streams that Voice over Internet Protocol (VoIP) solutions use.
  • Page 14 Set up the Interaction Media Server appliance View Network Fault Tolerant (NFT) network To open the HP Network Configuration Utility (NCU): 1. In the system tray, click the double arrows and from the menu that appears, double-click the HP icon. The HP Network Configuration Utility dialog opens: Interaction Media Server Appliance Installation and Configuration Guide...
  • Page 15 2. Click OK. The HP Network Configuration Utility Properties dialog opens. Note: The above dialog shows an Interaction Media Server with 4 NICs combined into one NIC team (HP Network Team #1). 3. Double-click the team name (for example, HP Network Team #1). The Team Properties dialog opens.

  • Page 16: Interaction Media Server Licenses

    Set up the Interaction Media Server appliance Interaction Media Server licenses Interaction Media Server licenses Interaction Media Server requires the following licenses in the Interaction Center environment: I3_FEATURE_MEDIASERVER_TYPE_STANDARD You need one instance of this license for each physical Interaction Media Server. This license is unique and is associated with the host ID of the computer on which Interaction Media Server is installed.

  • Page 17: Fax Sessions

    Interaction Media Server and Interaction Center licenses. If you have purchased the appropriate products, you are certified and authorized to generate these licenses through the website. If you are not certified to log on to this website, you can contact Interactive Intelligence through this e-mail address: licenseissues@inin.com When you contact Interactive Intelligence through this e-mail address, include your order number and request a license file.
  • Page 18 Set up the Interaction Media Server appliance Apply an Interaction Media Server license c. Log on to the Media Server configuration webpage with the administrative user ID and password. The Status-About page opens. d. In the upper right corner, select the Config icon. The Config-Servers page is displayed. e.
  • Page 19 g. Follow the instructions at the top of the To add a license page. h. After you load the license, select the Servers icon on the left side of the page. Choose an Interaction Center server to which this Interaction Media Server will connect and select the Server button associated with that server.

  • Page 20: Apply The Interaction Sip Proxy License

    Set up the Interaction Media Server appliance Apply the Interaction SIP Proxy license Apply the Interaction SIP Proxy license Interaction SIP Proxy is pre-installed on the hard drive of the appliance and its service starts automatically. However, Interaction SIP Proxy remains idle until it is activated with a license file and configured to manage SIP traffic.

  • Page 21: Disable Interaction Sip Proxy

    5. Select the License page hyperlink. The System-License page opens. 6. Follow the instructions at the top of the page. For more information about documentation and licensing Interaction SIP Proxy, see the Interactive Intelligence website: https://my.inin.com/support/products/sipproxy40/Pages/default.aspx, or click the Help icon in the Interaction SIP Proxy web interface. Disable Interaction SIP Proxy If you do not intend to use Interaction SIP Proxy, you can disable it from the Services dialog.
  • Page 22 Set up the Interaction Media Server appliance Disable Interaction SIP Proxy 2. Select the Services (Local) node and in the Services (Local) list, double-click Interaction SIP Proxy. The Interaction SIP Proxy Properties dialog opens. 3. In the Startup type drop-down list, select Disabled. 4.

  • Page 23: Optional Post-Installation Configuration

    Optional post-installation configuration The Interaction Media Server appliance at the customer site may also include one or more optional servers/services. Most require additional licenses and customization. After you set up the Interaction Media Server appliance, you can optionally install other applications and utilities.
  • Page 24 To choose a different installation location, click Browse and select a different directory. • Note: By default, the Interactive Intelligence QoS driver will be silently installed and the certificate will be added to the Trusted Publishers list. If your site has reasons to modify this default behavior, see KB article Q131006915300479 and follow the instructions provided to modify the QoS properties and run the install using Group Policy or other methods.
  • Page 25 4. Click Next. The IR Remote Content Service Connection dialog opens. 5. In the Maximum Connections text box, enter a number that corresponds to the number of simultaneous recording playback connections that can be made to Interaction Recorder Remote Content Service. Valid values range from 0 (zero) to 16. 6.
  • Page 26 Optional post-installation configuration Install Interaction Recorder Remote Content 9. If necessary, repeat the previous step for any additional Interaction Center servers that you want to connect with this Interaction Recorder Remote Content Service server. 10. Click Next. The Domain User Validation dialog opens. 11.
  • Page 27 16. Click Next. The Ready to install Interaction Recorder Remote Content Service dialog opens. 17. Click Install to begin the installation process. The Installing Interaction Recorder Remote Content Service dialog appears. It displays a Status bar and messages as the installation. Interaction Media Server Appliance Installation and Configuration Guide...
  • Page 28 Optional post-installation configuration Install Interaction Recorder Remote Content 18. When the installation is complete, click Finish in the Completed the Interaction Recorder Remote Content Setup wizard dialog. Interaction Media Server Appliance Installation and Configuration Guide...

  • Page 29: Install Interaction Session Manager

    Install Interaction Session Manager Interaction Session Manager is an Interaction Center server subsystem designed to interact with client applications written with IceLib. It provides a layer of business logic, security, and caching that enables commonly shared behavior between client applications. The Interaction Session Manager install is available as a shortcut on the Interaction Media Server appliance desktop (not available on all models).
  • Page 30 Optional post-installation configuration Install Interaction Session Manager 2. Click Next. The Session Manager Setup/Custom Setup dialog opens. 3. Click Next. The Domain User Validation dialog opens. 4. Enter the user name, password, and domain that you want to associate with this instance of Session Manager Note: The information you enter is used to connect to the IC server and as the account under which the local service process runs.
  • Page 31 5. Click Next. The Interaction Center Server and Credentials dialog opens. Note: If the installation is utilizing WAN-switchover, then the IC server Name specified must be the particular IC server of the WAN-switchover pair to which this off-server Session Manager instance is to stay connected.
  • Page 32 Optional post-installation configuration Install Interaction Session Manager 7. Click Install to begin the installation process. The Installing IC Session Manager dialog opens. It displays a Status bar and messages as the installation progresses. 8. When the installation is complete, click Finish in the Completed the IC Session Manager Setup Wizard dialog.

  • Page 33: Change Log

    Changed the HTTPS port number for media server to 446. Updated content to comply with Gen8 servers, which replace the G7 • models. 7/8/2013 Updated document to include Audiocodes Mediant 800 based Media • Server. • Distinguished between Medium and Large Interaction Media Server- specific information and Audiocodes Mediant 800 based Media Server- specific information.

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