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Interactive Intelligence Interaction Edge Installation And Configuration Manual

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Installation and Configuration Guide
Interactive Intelligence Customer Interaction Center® (CIC)
This document provides essential information for initial installation and configuration of the Interaction Edge
appliance. For the latest version of this document, see the Interactive Intelligence product information website
(https://my.inin.com/products/edge/Pages/Documentation.aspx).
Interaction Edge
For
Model # EDGE-01X0 – 0 span
Model # EDGE-01X1 – 1 span
Model # EDGE-01X2 – 2 span
Model # EDGE-01X4 – 4 span
Model # EDGE 01X8 – 8 span
Version 2016
Last updated November 13, 2015
(See Change Log for summary of changes.)
Abstract
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax: (317) 872-3000
www.ININ.com

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Summary of Contents for Interactive Intelligence Interaction Edge

  • Page 1 Last updated November 13, 2015 (See Change Log for summary of changes.) Abstract This document provides essential information for initial installation and configuration of the Interaction Edge appliance. For the latest version of this document, see the Interactive Intelligence product information website (https://my.inin.com/products/edge/Pages/Documentation.aspx).
  • Page 2 Interactive Intelligence, Inc. The foregoing products are ©2009-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal, and IPA are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2010-2015 Interactive Intelligence, Inc. All rights reserved.

  • Page 3: Table Of Contents

    Start Interaction Edge ............................17 Establish the IPv4 address of Interaction Edge ....................... 18 Use a DHCP server to assign the Interaction Edge IPv4 address ................18 Assign the Interaction Edge IPv4 address through the web interface ..............18 Assign the Interaction Edge IPv4 address through the LCD panel ................. 20 Establish the IP address of the IPMI ........................
  • Page 4 Assign static IP address for DIAG port through IPMI ....................55 A hosted software product fails to register with a remote Customer Interaction Center server ........57 Cannot connect to the IPMI on the Interaction Edge appliance ................. 57 Selecting Close button does not close web interface ....................57 Appendix A: Third-party licenses ...............

  • Page 5: Safety Instructions

    Electrical and general safety guidelines ........................5 Important! Interaction Edge is a network appliance that is permanently sealed. You must not attempt to open it for any repair or modification. Breaking the seal on the appliance automatically voids all warranty and support for the product.

  • Page 6: General Electrical Safety Guidelines

    Warning: Follow the guidelines below to avoid possible damages to the system or injury to yourself. General electrical safety guidelines A readily-accessible disconnect device must be incorporated into the location where Interaction Edge is installed.  Be aware of the locations of the power switches on the chassis and in the room, so you can disconnect the power supply if an accident occurs.

  • Page 7: Electric Static Discharge Safety Guidelines

    Safety instructions  The power supply units or power cords must include a grounding plug and must be plugged into grounded outlets. Danger! There is a risk of explosion if the CMOS battery is installed inverted or is replaced by an incorrect type of battery. Use only CR2032 3V Lithium batteries.

  • Page 8: For More Interaction Edge Information

    Each update includes a Readme document that explains new features and fixes included in the update. The Interaction Edge product information website requires a user name and password for access. If you do not have an Interactive Intelligence account, contact your reseller or Interactive Intelligence sales representative.

  • Page 9: Overview Of Interaction Edge

    Ensure that all of these parts are available in the box before you proceed. Introduction to Interaction Edge Interaction Edge is a hardware appliance that, along with Interaction Gateway software, enables voice and data traffic to be sent over the same network, including IP fax transmissions. It connects T1/E1/ISDN spans from the telephone company (PSTN) or service provider to the LAN.

  • Page 10: Interaction Edge Feature Summary

    NIC, using the same IP address, assumes the responsibility for network communications for the Interaction Edge appliance. You are also able to split the teamed NICs into separate functional interfaces for connecting to different networks, customized call routing, and facilitating the sending of different protocols over different interfaces.

  • Page 11: Interaction Edge Physical Description And Specifications

    Packaging have been obtained to allow Interaction Edge to be sold into many countries in the world including all EU countries. For a complete list of countries in which Interaction Edge can be sold, send an e-mail message to ProductManagement@inin.com.

  • Page 12: Interaction Edge Front Side

    Overview of Interaction Edge Interaction Edge front side Item Description LCD panel– displays status and diagnostic messages. LCD panel buttons - Use these buttons to navigate menus, check system status, and edit field values Soft power switch USB ports Diagnostic Port for IPMI Network Interface Card (NIC) ports Time-Division Multiplexer (TDM) ports @ 120 Ω...

  • Page 13: Interaction Edge Dimensions

    For a list of supported protocols, see Interaction Gateway Administrator's Guide. RJ-48C wiring diagrams If you want to build your own cables to connect the Interaction Edge RJ-48C trunk ports to the TELCO connections, use the following wire-to-pin designations:...
  • Page 14 1 RCV_RING  T1/E1/ISDN PRI Straight-through wiring diagram – Use this type of cable between the TELCO connections and Interaction Edge only if the Network Interface Unit (NIU), Smart Jack, or TELCO equipment possesses an internal cross-over feature. Function 8 NC...

  • Page 15: Interaction Edge Setup

    Unpack and mount Interaction Edge 1. Decide on a suitable location for the rack unit that will hold Interaction Edge. It should be situated in a clean, dust-free area that is well-ventilated. Avoid areas where heat, electrical noise, and electromagnetic fields are generated.
  • Page 16 5. Install the system into a rack. To mount the system into a rack, screw the faceplate of each mounting bracket on the Interaction Edge chassis directly to the front of the rack.

  • Page 17: Connect The Cables To Interaction Edge

    Connect the cables to Interaction Edge After you have mounted Interaction Edge into a rack or placed it on a shelf, you must connect the necessary cables for successful operation. The exact number and type of cables that you connect is dependent on your telephony system.

  • Page 18: Establish The Ipv4 Address Of Interaction Edge

    Establish the IPv4 address of Interaction Edge You can use the following methods to assign an IPv4 address to an active Interaction Edge appliance:  Use a DHCP server to assign the Interaction Edge IPv4 address ...
  • Page 19 12. To enable DNS lookup and resolution, enter the IP addresses of the primary and secondary DNS servers in the Preferred DNS Server and Alternate DNS Server boxes. 13. If you want to use short host names through Interaction Edge, supply the DNS suffix of the network domain in the DNS Suffix box.

  • Page 20: Assign The Interaction Edge Ipv4 Address Through The Lcd Panel

    Assign the Interaction Edge IPv4 address through the LCD panel This procedure sets the IP address for the NIC1 interface of Interaction Edge. If you have split the teamed network interfaces, you must use the Interaction Edge web UI to set the IP address of NIC2. For more...
  • Page 21 Interaction Edge setup Important! If you exit the Settings System menu without applying the change, the IP address procurement process reverts to DHCP. You have successfully set Interaction Edge to a static IPv4 address.

  • Page 23: Establish The Ip Address Of The Ipmi

    By default, the IPMI port is set to obtain an IP address from a Dynamic Host Control Protocol (DHCP) server. The IPMI cannot obtain the IP address until you connect category 5 or better Ethernet network cables to the DIAG and NIC1 ports on the front of the Interaction Edge appliance and then connect those cables to your network.
  • Page 24 Caution! If you are using a release of Interaction Media Server 4.0 prior to SU5 hosted on Interaction Edge models 01x1 (1 TDM span) or 01x2 (2 TDM spans), do not configure Interaction Media Server to use all CPU cores on the Interaction Edge appliance for processing interactions.

  • Page 25: Apply The Latest Interaction Edge Updates

    6. In the upper right corner of the page, select the Help icon. 7. Use the displayed documentation to install the license file for the selected product. When you selected the Start button for the product, Interaction Edge changed the product service to start automatically when Interaction Edge restarts.
  • Page 26 The internal components of the Interaction Edge appliance are not upgradeable. Opening the Interaction Edge appliance to add, remove, or replace any internal component violates the terms of the warranty. Interactive Intelligence will not provide technical support for an Interaction Edge appliance for which the warranty terms have been violated.

  • Page 27: Optional Interaction Edge Configuration

    Administrator accounts ............................34 Change FTP account credentials ........................... 36 Change network settings 1. On a computer, open a web browser and navigate to the IP address of the Interaction Edge appliance. Note: The default HTTPS port number for Interaction Edge is 443.
  • Page 28 5. Select the Confirm button. Interaction Edge notifies you of a pending restart of the appliance. 6. Select the OK button to restart the appliance immediately. 7. Wait approximately five minutes to ensure that the Interaction Edge appliance and any hosted services have started.

  • Page 29: Join Split Network Interfaces

    Joining the separate NICs as a team requires a restart of the Interaction Edge appliance. Ensure that it is not servicing calls when you do this procedure so that you avoid disconnecting any active calls. 1. On a computer, open a web browser and navigate to the IP address of the Interaction Edge appliance. Note: The default HTTPS port number for Interaction Edge is 443.

  • Page 30: Configure Time Settings

     When you select the Synchronize button in the Interaction Edge Settings-System web interface 1. On a computer, open a web browser and navigate to the IP address of the Interaction Edge appliance. Note: The default HTTPS port number for Interaction Edge is 443.

  • Page 31: Change Diagnostic Port (Ipmi) Network Settings

    Apply button. Change diagnostic port (IPMI) network settings 1. On a computer, open a web browser and navigate to the IP address of the Interaction Edge appliance. Note: The default HTTPS port number for Interaction Edge is 443.

  • Page 32: Manage Interaction Edge Restore Points

    Interaction Edge/Interaction Gateway. All Interaction Edge restore points are built upon a base image. The base image is a restore point upon which subsequent restore points are based. Setting a base image on Interaction Edge captures the current state of the operating system, configuration, and files, and deletes all existing restore points.

  • Page 33: Retrieve An Interaction Edge Restore Point

    In such a situation, you must reapply updates and patches. 1. On a computer, open a web browser and navigate to the IP address of the Interaction Edge appliance. Note: The default HTTPS port number for Interaction Edge is 443.

  • Page 34: Administrator Accounts

    6. To the right of the Restore Point Retrieve list box, select the Apply button. Interaction Edge applies the selected restore point to the operating system files, configuration, and data and restarts automatically. All subsequent applications of release updates will create restore points built upon this base image.
  • Page 35 Administration Change Login Credentials Interaction Edge models 01X1, 01X2, 01X4, and 01X8 validate log on attempts to the Interaction Edge web interface against the web accounts defined for Interaction Gateway. The method of defining administrator accounts for Interaction Edge, Interaction Gateway, and IPMI are different than the method for Interaction Media Server and Interaction SIP Proxy.

  • Page 36: Change System Administrator Credentials

    Interaction Gateway web interface. For more information, see Interaction Gateway Administrator's Guide. 1. On a computer, open a web browser and navigate to the IP address of the Interaction Edge appliance. Note: The default HTTPS port number for Interaction Edge is 443.
  • Page 37 6. In the New Password box, enter a password for this account. 7. In the Confirm New Password box, re-enter the password to ensure that it is set correctly. 8. At the bottom of the page, select the Apply button. Interaction Edge saves the new FTP account credentials.

  • Page 38: Interaction Edge Lcd Panel

    Use the Interaction Edge LCD panel buttons To the right side of the LCD panel are four square buttons that enable you to interact with Interaction Edge. These buttons are active only when Interaction Edge has entered the normal runtime state.

  • Page 39: Navigate The Interaction Edge Lcd Menus

    An arrow pointing down indicates that the D- channel is not functioning. Press and hold the lower-left button to display the last Interaction Edge status message. Press and release the lower-right button to enter the Configuration menu.

  • Page 40: Edit An Interaction Edge Field Value

    If you select the X LCD panel button to return to the Runtime screen, all of your changes are discarded. Edit an Interaction Edge field value When you are in a submenu, you can edit the values in some fields, such as Machine Name and Address Type.
  • Page 41 Important! When you are editing a value in a field, Interaction Edge restricts the values to ones that are valid for the field. You may need to first edit adjacent values to ensure that you can change the initial value as necessary.

  • Page 43: Interaction Edge Ipmi Reference

    System The System area contains pages that display summary information for the IPMI and power control options for the Interaction Edge appliance. This area contains the System and System Information pages, which are identical. This page contains the following controls:...

  • Page 44: Sensor Readings

    This control removes all events from the log. Caution! This action cannot be undone. Configuration This area enables you to change settings for the IPMI and for the Interaction Edge appliance. It contains the following tabs:  Date and Time ...

  • Page 45: Date And Time

    Network Select this tab to display the Network Settings page. This configuration is only for the IPMI network port. It does not affect the configuration of the Interaction Edge network interface cards (NICs). This page contains the following controls: Item...
  • Page 46 To complete the process of removing this address, you must select the Save button at the bottom of the page. Auto Configuration check box This control enables Interaction Edge to obtain an IPv6 address on an IPv6 routed network. DHCPv6 Stateless option...

  • Page 47: Ssl Certification

    Interaction Edge IPMI reference DUID box This control displays the DHCPv6 Unique Identifier (DUID) for the IPMI. VLAN enable option This control enables you to specify that the IPMI uses a virtual local area network (VLAN) for its network communications.

  • Page 48: Port

    This control enables you to save all port changes to the IPMI configuration. Tip: Ensure that any firewalls between a remote computer and the Interaction Edge appliance allow communications for the ports and protocols specified on the Port page. IP Access Control This tab displays the IP Access Control page, which enables you to specify the IP addresses that the IPMI will accept or deny as network connections.

  • Page 49: Remote Control

    IP Access Control rule. Remote Control This area enables you to open a remote console to the operating system of the Interaction Edge appliance and manipulate the power state of the Interaction Edge appliance. It contains the following tabs: ...

  • Page 50: Maintenance

    Interaction Edge appliance, or the Interaction Gateway software. You should use this option only if the Interaction Edge appliance is in an unresponsive state. Power Off Server – Orderly This control enables you to shut down the Interaction...

  • Page 51: Unit Reset

    This tab displays the Factory Default page, which enables you to set the IPMI configuration back to the settings that were present when you received your Interaction Edge appliance. This page contains the Restore button, which enables you to load the IPMI configuration that was present when you received your Interaction Edge appliance.
  • Page 52 Interaction Edge IPMI reference which you can navigate a file system and locate a previously-saved IPMI configuration file. Reload button This control enables you to apply the configuration file that you specified in the Reload IPMI Configuration box.

  • Page 53: Troubleshooting Interaction Edge

    Administration page of the Interaction Edge web interface. For more information about these diagnostic capture features, see the "Diagnostics" topic of Interaction Edge Help, which you access by selecting the Help icon in the upper right corner of the Interaction Edge web interface.

  • Page 54: Initiate A Factory Default Reset From Interaction Edge

    TsServer.ininlog and SIPEngine.ininlog from the appropriate days. Initiate a factory default reset from Interaction Edge If, for some reason, the Interaction Edge web interface is not accessible, you can initiate a factory default reset of the Interaction Edge appliance by using the LCD panel buttons...

  • Page 55: What If Interaction Edge Network Configuration Fails

    1. To the right of the LCD panel on the Interaction Edge appliance, press and hold the lower right button. The LCD panel displays the Product Version menu item on the left and navigation icons on the right.
  • Page 56 Troubleshooting Interaction Edge 3. Press the upper left button to display the default IP address of the IPMI (DIAG) port. 4. Connect a category 5 or better Ethernet cable to the DIAG port on the front of the Interaction Edge appliance.

  • Page 57: A Hosted Software Product Fails To Register With A Remote Customer Interaction Center Server

    Selecting Close button does not close web interface The Mozilla Firefox web browser does not close the tab for the Interaction Edge or Interaction Gateway web interface when you select the Close button. This problem occurs because of the default JavaScript security settings in Firefox.
  • Page 58 The value for the item is set to true. 6. Navigate to the Interaction Edge web interface and log on. 7. In the top right corner of the page, select the Logout icon. 8. When prompted, select the OK button.

  • Page 59: Appendix A: Third-Party Licenses

    Appendix A: Third-party licenses Appendix A: Third-party licenses This section contains the licenses for third-party products that this Interactive Intelligence product uses. LibTeletone libteletone Copyright (C) 2005/2006, Anthony Minessale II <anthmct@yahoo.com> Version: MPL 1.1 The contents of this file are subject to the Mozilla Public License Version 1.1 (the "License"); you may not use this file except in compliance with the License.

  • Page 60: Change Log

    Change Log Change Log The following changes have been made to this document since the Interaction Edge release. Date Change May 1, 2012 Initial Release July 26, 2012 Fix hidden e-mail address October 19, 2012 Service Update 1 May 20, 2013...

  • Page 61: Index

    ............27 connectivity ..............13 interfaces, join ............29 information interfaces, split ............27 additional ..............8 IPMI, configure ............31 installation setup ................17 hardware ............... 5 Network Interface Card (NIC) ......... 12 Interaction Edge features ............... 10...
  • Page 62 ................. 34 environment ............... 13 change, IPMI ..............36 power ................13 physical description ............11 start Interaction Edge ............. 17 physical dimensions ............13 static discharge ..............7 power cords ..............6 power specifications ............13 power supply ............12, 13 power switch ..............

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