System Requirements for Enterprise Chat and

Transcription

1 System f Enterprise Chat and F Unified Contact Center Enterprise Release 11.5(1) August, 2016 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of Califnia, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of Califnia. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, netwk topology diagrams, and other figures included in the document are shown f illustrative purposes only. Any use of actual IP addresses phone numbers in illustrative content is unintentional and coincidental. Cisco and the Cisco logo are trademarks registered trademarks of Cisco and/ its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to Third-party trademarks mentioned are the property of their respective owners. The use of the wd partner does not imply a partnership relationship between Cisco and any other company. (1110R) System f Enterprise Chat and F Unified Contact Center Enterprise. August 11, 2016 Copyright 2016, Cisco Systems, Inc. All rights reserved.

3 Contents About This Guide Obtaining Documentation and Submitting a Service Request Documentation Feedback Field Alerts and Field Notices Server Components Virtual Server Suppt f Server Components Hardware f Server Components Software f Server Components (With PCCE) ECE Server Web Server Software f Server Components (With UCCE) File Server Application Servers Web Servers Messaging Server Services Server Database Server Agent and User Desktops Bandwidth f Agent and User Desktops Hardware f Agent and User Desktops Software f Agent Desktops Software f All Other User Desktops Customer Desktops Hardware f Customer Desktops Software f Customer Desktops Mobile Devices f Customers Contents 3

4 Welcome to the Enterprise Chat and (ECE) feature, which provides multichannel interaction software used by businesses all over the wld as a ce component to the Unified Contact Center Enterprise product line. ECE offers a unified suite of the industry s best applications f chat and interaction management to enable a blended agent f handling of web chat, and voice interactions. About This Guide This document outlines the recommended hardware and software specification f Enterprise Chat and . It provides details about compatible third party software requirements and contains links to other documents that provide hardware and bandwidth specifications. Document Conventions This guide uses the following typographical conventions. Convention Italic Bold Monospace Variable Indicates Emphasis, the title of a published document. Labels of items on the user interface, such as buttons, boxes, and lists. The name of a file folder, a database table column value, a command. User-specific text, provided by the user. Or, text that must be typed by the user. Document conventions Obtaining Documentation and Submitting a Service Request F infmation on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service request, and gathering additional infmation, see What's New in Cisco Product Documentation, at: Subscribe to What's New in Cisco Product Documentation, which lists all new and revised Cisco technical documentation as an RSS feed and delivers content directly to your desktop using a reader application. The RSS feeds are a free service. Documentation Feedback To provide comments about this document, send an message to the following address: contactcenterproducts_docfeedback@cisco.com We appreciate your comments. 4 System f Enterprise Chat and

5 Field Alerts and Field Notices Cisco products may be modified key processes may be determined to be imptant. These are announced through use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive announcements by selecting all products of interest. Log into and then access the tool at Server Components Virtual Server Suppt f Server Components Enterprise and Chat is certified with the following versions of VMWare: VMWare ESXi 5.1 and higher VMWare ESXi 6.x Virtualized deployments must utilize the OVA templates available on the DocWiki f proper sizing and resource utilization. F me infmation, see the Virtualization f Enterprise Chat and DocWiki. Hardware f Server Components To determine hardware requirements f servers, use the following document: Design Guide f Enterprise Chat and . Software f Server Components (With PCCE) These are the requirements f Enterprise Chat and server components f deployments with Packaged CCE. This is a two server configuration with the following server components. ECE Server Web Server 5

6 ECE Server Database Application server Java Edition: Standard Datacenter Microsoft SQL Server 2014 (SP1 with CU2 higher) Standard edition only Collation: ASCII (case insensitive) WildFly (installed automatically) Oracle JDK 1.8 (Update 65) (installed automatically) McAfee VirusScan Enterprise version 8.8i higher Symantec AntiVirus Endpoint Protection 12.1 higher Software requirements f ECE server Web Server Web server Edition: Standard Datacenter Microsoft IIS 8.5 (installed automatically) McAfee VirusScan Enterprise version 8.8i higher Symantec AntiVirus Endpoint Protection 12.1 higher Software requirements f Web server Software f Server Components (With UCCE) These are the requirements f Enterprise Chat and server components when deployed with Unified CCE. The deployment has the following components. File Server Application Servers Web Servers Messaging Server 6 System f Enterprise Chat and

7 Services Server Database Server File Server Edition: Standard Datacenter Software requirements f the file server Application Servers Application server Java Edition: Standard Datacenter WildFly (installed automatically) Oracle JDK 1.8 (Update 65) (installed automatically) McAfee VirusScan Enterprise version 8.8i higher Symantec AntiVirus Endpoint Protection 12.1 higher Software requirements f application servers Web Servers Web server Edition: Standard Datacenter Microsoft IIS 8.5 (installed automatically) McAfee VirusScan Enterprise version 8.8i higher Symantec AntiVirus Endpoint Protection 12.1 higher Software requirements f web servers 7

8 Messaging Server Application server Java Edition: Standard Datacenter Wildfly (installed automatically) Oracle JDK 1.8 (Update 65) (installed automatically) McAfee VirusScan Enterprise version 8.8i higher Symantec AntiVirus Endpoint Protection 12.1 higher Software requirements f the messaging server Services Server Java Edition: Standard Datacenter Oracle JDK 1.8 (Update 65) (installed automatically) McAfee VirusScan Enterprise version 8.8i higher Symantec AntiVirus Endpoint Protection 12.1 higher Software requirements f the services server 8 System f Enterprise Chat and

9 Database Server Database Collation Clustering f failover (optional) Edition: Standard Datacenter Microsoft SQL Server 2014 (SP1 with CU2 higher) Standard, Business Intelligence, Enterprise editions ASCII (case insensitive) A cluster of database servers can be configured to achieve failover. McAfee VirusScan Enterprise version 8.8i higher Symantec AntiVirus Endpoint Protection 12.1 higher Software requirements f the database server Agent and User Desktops Bandwidth f Agent and User Desktops This section describes the bandwidth required between the user desktops and the web servers in the ECE deployment. At sign in: Average bandwidth requirement at login is 384 kilobits/second per user. At steady state: Average bandwidth requirement after login, wking at a steady state, is 40 kilobits/second per user. These values are based on load tests run in our labs. 9

10 Hardware f Agent and User Desktops While determining hardware needs, in addition to the minimum requirements mentioned here, consider the resources required f other applications that will be running on the desktop at the same time as ECE. CPU RAM Hard disk Screen resolution Minimum requirements Intel AMD, 1.4 GHz higher process Version: 32-bit 64-bit F Microsoft Windows 7: 4 GB 2 GB available physical memy f ECE F Microsoft Windows 8: 4 GB 2 GB available physical memy f ECE F Microsoft Windows 10: 4 GB 2 GB available physical memy f ECE 512 MB f the Tempary Internet Files folder used by Internet Expler 1024 x 768 pixels (minimum as well as recommended setting) Minimum hardware requirements f user desktops Software f Agent Desktops language Web browser No specific OS is required f ECE. Note: See Cisco Finesse Installation Guide to identify the OS that will wk with both ECE and Cisco Finesse. Chinese (Simplified), Danish, Dutch, English, French, French Canadian, German, Italian, Japanese, Kean, Spanish, Swedish, Brazilian Ptuguese, Ptuguese, and Russian Google Chrome, most recent generally available version Mozilla Firefox, most recent generally available version Microsoft Internet Expler - version 11.0 higher Note: F the most current infmation on suppted browsers, see the Unified CCE Software Compatibility Matrix: Cisco Finesse Cisco Finesse 11.5(1) Popup blockers Localized user interface McAfee VirusScan Enterprise version 8.8i higher Symantec AntiVirus Endpoint Protection 12.1 higher Popup blockers need to be disabled. Chinese (Simplified), Danish, Dutch, English, French, French Canadian, German, Italian, Japanese, Kean, Spanish, Swedish, Brazilian Ptuguese, Ptuguese, and Russian. NOTE: Chinese (Simplified), Japanese, and Kean user interfaces require operating systems in cresponding languages. Software requirements f agent desktops 10 System f Enterprise Chat and

11 Software f All Other User Desktops The section describes software requirements f all users who need to access the Supervision, Repts, Knowledge Base, Administration, System, and Tools Consoles of ECE. Microsoft Windows 7 Microsoft Windows 8 (Desktop mode) Microsoft Windows 10 (Desktop mode) Note: See Cisco Finesse Installation Guide to identify the OS that will wk with both ECE and Cisco Finesse. language Java runtime environment Web browser Native xmlhttp JavaScript Cookies Popup blockers Localized user interface Chinese (Simplified), Danish, Dutch, English, French, French Canadian, German, Italian, Japanese, Kean, Spanish, Swedish, Brazilian Ptuguese, Ptuguese, and Russian Oracle JRE (update 66 higher) This is required only to administer wkflows from the Administration Console. Microsoft Internet Expler 11.0 higher Internet Expler runs in compatibility mode. F the most current infmation on suppted browsers, see the Unified CCE Software Compatibility Matrix: McAfee VirusScan Enterprise version 8.8i higher Symantec AntiVirus Endpoint Protection 12.1 higher Native xmlhttp must be enabled. This is required f Ajax. JavaScript must be enabled. Cookies must be enabled. Popup blockers need to be disabled. Chinese (Simplified), Danish, Dutch, English, French, French Canadian, German, Italian, Japanese, Kean, Spanish, Swedish, Brazilian Ptuguese, Ptuguese, and Russian. NOTE: Chinese (Simplified), Japanese, and Kean user interfaces require operating systems in cresponding languages. Software requirements f all other desktops 11

12 Customer Desktops Hardware f Customer Desktops We do not mandate any minimum requirements f customer desktops used in chat interactions. Software f Customer Desktops These software requirements are f customer desktops used in chat interactions. There are no specific software requirements f desktops used f s. Browsers One of the following: Microsoft Internet Expler 11 higher Mozilla Firefox, most recent generally available version Safari, most recent generally available version Google Chrome, most recent generally available version Microsoft Edge, most recent generally available version JavaScript Cookies Popup blockers JavaScript must be enabled. Cookies must be enabled. Popup blockers need to be disabled f page-push. Browsers suppted f chat interactions Mobile Devices f Customers Apple ios (3.3 higher) and Android (2.1 higher) devices are suppted f chat. 12 System f Enterprise Chat and