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Oracle Contact Center Anywhere 8.1 Installation Manual

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Contact Center Anywhere

Installation Guide

Version 8.1
March 2007

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Summary of Contents for Oracle Contact Center Anywhere 8.1

  • Page 1: Installation Guide

    Contact Center Anywhere Installation Guide Version 8.1 March 2007...
  • Page 2 Copyright © 2005, 2007, Oracle. All rights reserved. The Programs (which include both the software and documentation) contain proprietary information; they are provided under a license agreement containing restrictions on use and disclosure and are also protected by copyright, patent, and other intellectual and industrial property laws. Reverse engineering, disassembly, or decompilation of the Programs, except to the extent required to obtain interoperability with other independently created software or as specified by law, is prohibited.

  • Page 3: Table Of Contents

    Contents Chapter 1: What’s New in This Release Chapter 2: CCA Overview and Requirements CCA Architecture Overview Tier Zero Tier One ............Tier Two .
  • Page 4 Contents ■ Using the Network Manager to Manage CCA Resources Adding Shared and Dedicated Server Resources Configuring Resources Using Network Manager Starting and stopping TCPIPBus Starting and Stopping CCA Resources Chapter 5: Configuring the Web Server Deploying CCA Web Applications on Oracle 10g Application Server (OAS 10g) Creating JDBC Connection Pool on OAS 10g Creating JDBC Data Source on OAS 10g Deploying CCA Web Applications on OAS 10g...
  • Page 5 What’s New in This Release What’s New in Contact Center Anywhere Installation Guide, Version Table 1-1 lists changes of the documentation described in this version to 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...
  • Page 6 What’s New in This Release ■ Contact Center Anywhere Installation Guide Version 8.1...

  • Page 7: Chapter 2: Cca Overview And Requirements

    CCA Overview and Requirements This chapter describes the architecture overview of the CCA application and the software requirements to run a CCA system. It also describes a brief overview of the CCA installation procedures described in later chapters. This chapter includes the following topics: ■...

  • Page 8: Tier Zero

    CCA Overview and Requirements CCA Architecture Overview ■ Architecturally, CCA is split into four tiers, as shown in Figure Figure 1. CA Architecture Overview Tier Zero Tier Zero is also referred to as the Internet Zone or the User Zone. This is where agents, supervisors, and administrators reside along with their respective interfaces.

  • Page 9: Tier One

    CCA Overview and Requirements CCA Architecture Overview ■ Tier One In reality, this is an optional tier that can be collapsed together into the Tier Two/DMZ zone. It shows how CCA fits into an overall multi-tiered communications infrastructure used by many companies. For example, many companies with distributed users and multiple sites, use a set of HTTP servers as the user interface to their DMZ zone, where various Web-based session servers reside.

  • Page 10: Tier Three

    CCA Overview and Requirements Software Requirements ■ 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.
  • Page 11 CCA Overview and Requirements Software Requirements ■ Table 2. Software Requirements Item Requirement Operating system One of the following operating system versions: ■ Microsoft Windows 2000 Server ■ Microsoft Windows 2003 Server(32-bit) ■ Sun Solaris 9 (32-bit or 64-bit) ■ Sun Solaris 10 (5.10) ■...

  • Page 12: Cca Installation Overview

    CCA Overview and Requirements CCA Installation Overview ■ CCA Installation Overview The CCA installation process consists of following phases: Installing Required Software Before installing CCA, make sure that all required software listed in “Software Requirements” on page 8 section are installed. Table 3 provides reference links to some softwares required by CCA.

  • Page 13: Chapter 3: Configuring The Database

    Configuring the Database This chapter describes how to create a new database or upgrade an existing database previously used by Contact Center Anywhere. It includes the following topics: Database Configuration Options ■ Configuring an Oracle 9i Database for CCA ■ Creating a New Oracle 9i Database ■...
  • Page 14 Configuring the Database Configuring an Oracle 9i Database for CCA ■ To create a new Oracle 9i database Copy the database\Oracle\Automated directory from the CCA installation package to the host you use to run database creation scripts. Edit the UseMe.sql file to reflect the correct information necessary to create the database by using the following guidelines: NOTE: Keep the quotation marks (‘’) surrounding the parameters’...

  • Page 15: Upgrading An Older Oracle 9I Database For Cca

    Configuring the Database Configuring an Oracle 9i Database for CCA ■ &4 - PathTableSpace Path for the TAW Table Space &5 - TableSpaceSize 500M Initial size of the Table Space &6 - TWTableSpaceTemp TAW Temporary Table Space &7 - PathTableSpaceTemp Path for the TAW Temporary Table Space &8 - TableSpaceTempSize 50M Initial size of the Temporary Table Space...

  • Page 16: Configuring A Ms Sql Server 2000 Database

    Configuring the Database Configuring a MS SQL Server 2000 Database ■ Replace &3 with the name of the database user that the current CCA system uses to access ■ the database. Replace &4 with the password of the user used in parameter &3. ■...
  • Page 17 Configuring the Database Configuring a MS SQL Server 2000 Database ■ The database creation procedure can be completed by running the useMe70LatinLanguage.bat file. Before running, edit the batch file to reflect the correct information that is necessary to create the database by using the following guidelines: NOTE: If you are installing the Chinese and Japanese languages, use the corresponding batch file.

  • Page 18: Upgrading Database On Ms Sql Server 2000

    Configuring the Database Configuring a MS SQL Server 2000 Database ■ After editing the batch file, it returns to the following: echo off CHCP 437 rem %1 <The database server name> rem %2 <The admin users - normally sa -> rem %3 <The password for the admin user>...
  • Page 19 Configuring the Database Configuring a MS SQL Server 2000 Database ■ Replace %3 with the password for the sa user. ■ Replace %4 with the name of the CCA database that you are upgrading. ■ Replace %5 with the name of the user who has access to the CCA database that you are ■...
  • Page 20 Configuring the Database Configuring a MS SQL Server 2000 Database ■ Contact Center Anywhere Installation Guide Version 8.1...

  • Page 21: Chapter 4: Installing Cca Server Components

    Installing CCA Server Components This chapter describes how to install server components for Contact Center Anywhere. It includes the following topics: Creating Database Connection to the Application Server ■ Creating an ODBC Data Source for Oracle 9i Database ■ Creating a TNS Name for Oracle 9i Database on Solaris 9/Red Hat AS4 ■...

  • Page 22: Creating An Odbc Data Source For Oracle 9I Database

    Installing CCA Server Components Creating Database Connection to the Application ■ Server Creating an ODBC Data Source for Oracle 9i Database To create an ODBC data source for Oracle 9i Database Server From the Windows Start menu, navigate to Programs > Administrative Tools > Data Sources (ODBC).

  • Page 23: Creating An Odbc Data Source For Ms Sql Server Db

    Installing CCA Server Components Creating Database Connection to the Application ■ Server (DESCRIPTION = (ADDRESS_LIST = (ADDRESS = (PROTOCOL = TCP)(HOST = support-db)(PORT = 1521)) (CONNECT_DATA = (SERVICE_NAME = ORACLE) Creating an ODBC Data Source for Ms SQL Server DB To create an ODBC data source for SQL Server From the Windows Start menu, navigate to Programs >...

  • Page 24: Installing Cca Application Files

    Installing CCA Server Components Installing CCA Application Files ■ Table 5. ODBC Data Source Settings for SQL Server Field Description Comments - Default database Select The CCA database. For example: cc81 Client Confirm that the Client Configuration Configuration selection is set for TCP/IP and not for Named Pipes.

  • Page 25: Installing The Tcpipbus

    Installing CCA Server Components Installing the TCPIPBus ■ Select the variable PATH, click Edit, and then add CCA directory (for example, c:\ccanywhere\bin) to the path. TIP: Make sure you put a semicolon(;) before you make a new entry. For UNIX, you must put both the ccanywhere/bin and ccanywhere/lib path to system environment PATH and LD_LIBRARY_PATH.
  • Page 26 Installing CCA Server Components Installing the TCPIPBus ■ Run: "tcpipbus -?" to show its usage: Usage: tcpipbus.exe [-install | -remove | -debug] -aup -install to install tcpipbus as windows service and save parameter into the registry -remove to remove tcpipbus from windows service manager -debug to run tcpipbus on console mode -a<Database alias>...

  • Page 27: Configuring Cca Resources

    Installing CCA Server Components Configuring CCA Resources ■ Configuring CCA Resources This section describes how to add and run all resources required by CCA using the Network Manager. This section covers the following topics: Starting Network Manager. See Using the Network Manager to Manage CCA Resources on page ■...

  • Page 28: Adding Shared And Dedicated Server Resources

    Installing CCA Server Components Configuring CCA Resources ■ From the System tab, which specifies values used for FTP connection, complete the fields and then click OK. Server Host: FTP server name or IP address. Server Root Path: path to the location on FTP server that CCA will use to put files. Use ‘/’ to use the root directory of FTP server.
  • Page 29 Installing CCA Server Components Configuring CCA Resources ■ From the Default Resources dialog box, Shared tab, select all shared resources you need according to your server and click Save. These resources can be added at a later time. Following shared resources can be added by using this dialog box: Call Center Server ■...

  • Page 30: Configuring Resources Using Network Manager

    Installing CCA Server Components Configuring CCA Resources ■ To add a resource in Network Manager Open View Hosts by clicking View by Host (Figure 2) to add shared resource. Figure 2. Network Manager - Host view To add dedicated resource, click View by Company. From Resources menu, choose Add Resource.
  • Page 31 Installing CCA Server Components Configuring CCA Resources ■ Call Center. See Configuring the Call Center Resource on page ■ Redirect Server. See Configuring the Redirect Server Resource on page ■ MP3 Server. See Configuring the MP3 Server Resource on page ■...
  • Page 32 Installing CCA Server Components Configuring CCA Resources ■ Table 6. Call Center Configuration Field Comments Local Patterns Can be set to route calls to a specific call centers to reduce long 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.
  • Page 33 Installing CCA Server Components Configuring CCA Resources ■ From the VoIP Detail dialog box, complete the fields. Table 8 describes some of the fields. Table 8. VoIP Interface Configuration Field Comments Name Specify what you are installing. For example, gateway or agent channels. Interface Options are SipGateway, Sip, H323Gateway, and H323.
  • Page 34 Installing CCA Server Components Configuring CCA Resources ■ From the Redirect Server dialog box (Figure 4), select the call center from the Call Centers Unused list, and move it to the Call Centers Used list. Specify the call center to which calls will be routed.
  • Page 35 Installing CCA Server Components Configuring CCA Resources ■ From the MP3 Server dialog box, complete the fields and then click Save. Table 9 describes the fields. Table 9. MP3 Server Configuration Field Comments Enable MP3 Encoding Selecting the check box that enables the MP3 conversion option.

  • Page 36: Starting And Stopping Tcpipbus

    Installing CCA Server Components Configuring CCA Resources ■ You only select a call center if you want the CTI server to use only that call center. To configure the CTI server From Network Manager, choose CTI Server as the resource to modify. From the Resources menu, choose Modify Resource.

  • Page 37: Chapter 5: Configuring The Web Server

    Configuring the Web Server This chapter describes how to configure and deploy CCA Web applications on WebLogic 8.1 SP5 and Oracle 10g Application Server. It includes the following topics: Deploying CCA Web Applications on Oracle 10g Application Server (OAS 10g) ■...

  • Page 38: Creating Jdbc Connection Pool On Oas 10G

    Configuring the Web Server Deploying CCA Web Applications on Oracle 10g Application ■ Server (OAS 10g) Creating JDBC Connection Pool on OAS 10g To create a JDBC Connection pool: Login the administration console of OAS 10g. The default administrator username of OAS 10g is oc4jadmin.

  • Page 39: Creating Jdbc Data Source On Oas 10G

    Configuring the Web Server Deploying CCA Web Applications on Oracle 10g Application ■ Server (OAS 10g) Table 11. OAS 10g JDBC Connection Pool Details Field Name Value JBDC URL jdbc:oracle:thin:@//dbservername:1521/SID dbservername: host name or IP address of the database server SID: the database service name Username Database user name.
  • Page 40 Configuring the Web Server Deploying CCA Web Applications on Oracle 10g Application ■ Server (OAS 10g) Deploying the TAW Application Complete the steps in the following procedure to deploy the TAW application. To deploy TAW Copy the TAW.war file in the CCA installation package to the OAS 10g server. For example, C:\CCA\TAW.war.
  • Page 41 Configuring the Web Server Deploying CCA Web Applications on Oracle 10g Application ■ Server (OAS 10g) Context Root: /TAW ■ From the Deploy: Deployment settings page, verify all information is correct and click Deploy to deploy the TAW application. Wait until OAS 10g finishes deploying TAW application. Deploying the CCA Application Deploying CCA application is similar to deploying TAW application.

  • Page 42: Deploying Cca Web Applications On Weblogic 8.1 Sp5

    Configuring the Web Server Deploying CCA Web Applications on WebLogic 8.1 SP5 ■ To update the system configuration key Open the Key Configuration page in a web browser by URL: http://server_name/TAW/ configuration.jsp. At the Configuration page, edit the following options: Remote DB enabled - Disable this option by removing the checkmark.

  • Page 43: Creating A New Server Domain

    Configuring the Web Server Deploying CCA Web Applications on WebLogic 8.1 SP5 ■ Creating a New Server Domain Before you can deploy web applications on a WebLogic web server, you must first create a WebLogic Server domain. Complete the steps in the following procedure to create a new server domain on WebLogic 8.1 SP5.

  • Page 44: Installing Weblogic As A Windows Service

    Configuring the Web Server Deploying CCA Web Applications on WebLogic 8.1 SP5 ■ Installing WebLogic as a Windows Service When installing WebLogic 8.1 on a Windows platform, you can optionally install the WebLogic Server Node Manager as a Windows service. The WebLogic Server Node Manager is used to start and stop managed servers in a domain.

  • Page 45: Configuring The Jdbc Connection Pool

    Configuring the Web Server Deploying CCA Web Applications on WebLogic 8.1 SP5 ■ To change listening port of domain server and create domain user Open the BEA WebLogic Server Administration Console using a web browser, and log in. The WebLogic Console URL is: http://server_name:7001/console NOTE: 7001 is the default port when you create a new domain.
  • Page 46 Configuring the Web Server Deploying CCA Web Applications on WebLogic 8.1 SP5 ■ From the Database Type drop-down list, select MS SQL Server. From the Database Server drop-down list, select BEA's MS SQL Server Driver (Type 4). Click Continue. From the Define Connection Properties page, enter your database configuration information: Name: Remove MyJDBC Connection Pool and enter the database name.
  • Page 47 Configuring the Web Server Deploying CCA Web Applications on WebLogic 8.1 SP5 ■ From the Connect to connection pool page, select the Pool Name created previously from the Pool Name drop-down list Click Continue. From the Target the Data Source page, click to choose the selection under Independent Servers, and then click Create.
  • Page 48 Configuring the Web Server Deploying CCA Web Applications on WebLogic 8.1 SP5 ■ Connect to the Web based WebLogic console (http://server_name/console). Click the Deploy a new Web Application Module link in Deployments > Web Application Modules. In the Deploy a Web Application Module page, select the Applications directory link. From the Select an archive for this Web application module page, select CCA and then click Target Module.

  • Page 49: Chapter 6: Getting Started With Cca

    Getting Started With CCA After you complete Chapters 3 through 5 to install the CCA application, launch the CCA to verify that it is working correctly. This chapter describes how to launch CCA and verify the CCA installation. It includes the following topics: ■...

  • Page 50: Enabling The Partition Feature

    Getting Started With CCA Enabling the Partition Feature ■ Company Alias: alias of the company we are logging in. ■ Username: username of the agent. ■ Password: password of agent ■ You should be able to log in. If you receive any error message, check the log files in CCA/WEB- INFO/ccanywhere.log to find detail of any error during deployment.
  • Page 51 Getting Started With CCA Making interactions ■ Login Integrated Client. Make an inbound call to CCA system. Make sure that agent can accept the call. Make an outbound call. Make sure that agent can connect to an outbound number. Send an email interaction. Make sure that agent can receive the email. Send an chat request to CCA system.
  • Page 52 Getting Started With CCA Making interactions ■ Contact Center Anywhere Installation Guide Version 8.1...
  • Page 53 Index Symbols Dedicated resources Default DNIS .profile Default Resources dialog /usr/ccanywhere Deploying Integration application Deploying the CCA Application Deploying the TAW Application add a host manager Dial Out add a resource Dial Plan Group Adding Shared and Dedicated Server DMZ zone Resources Administration console home page Application Storage URL...
  • Page 54 Index ■ License Server Shared resources listening port of WebLogic Sip Port Load balancer SNMP Agent Local Patterns Start Port Starting and Stopping CCA Resources logPath Starting and stopping TCPIPBus Strip Country Code Sun Java JDK 1.4.2_13 System Configuration Key MCU Server 27, 33 MCU server configuration...

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