Interaction Center Installation and Configuration Guide For Interactive Intelligence Customer Interaction Center (CIC) 2016 R1 Last updated October 6, 2015 (See Change Log for summary of changes) Abstract This document describes how to install and configure a new CIC 2015 R1 or later installation. Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.inin.com
ii Copyright and Trademark Information Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the Spirograph logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing products are 1997-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are 2000-2015 Interactive Intelligence, Inc. All rights reserved. Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are 2001-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-faq Knowledge Manager and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are 2002-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are 2004-2015 Interactive Intelligence, Inc. All rights reserved. Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are 2005-2015 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 2006-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are 2007-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of 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. Spotability is a trademark of Interactive Intelligence, Inc. 2011-2015. All rights reserved. Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service, and Interactive Intelligence CaaS are trademarks or service marks of Interactive Intelligence, Inc. The foregoing products are 2012-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are 2013-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The foregoing products are 2013-2015 Interactive Intelligence, Inc. All rights reserved. Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are 2014-2015 Interactive Intelligence, Inc. All rights reserved. The verypdf product is 2000-2015 verypdf, Inc. All rights reserved. This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at http://wpflocalization.codeplex.com. A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies. DISCLAIMER INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE. Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.inin.com
iii Table of Contents Introduction... 1 Chapter 1: Customer Interaction Center Overview... 3 Customer Interaction Center (CIC)...3 Improved architecture...4 Eliminate third-party telephony components...4 Increased scalability and reliability...4 Virtualization...5 Customer service enhancements...5 Management enhancements...5 New CIC distribution model...5 CIC releases...6 CIC patches...6 Chapter 2: Getting Started... 7 About this guide...7 Administrative skills needed for CIC systems...7 Licensing...8 CIC 2015 R1 or later.iso file...9 Release and installation documentation...9 CIC Documentation Library... 10 Printable documentation... 11 Interactive Intelligence Product Information site... 11 Interactive Intelligence Testlab site... 12 CIC 2.4/3.0 to 2015 R1 or later migrations... 13 Pre-Installation Procedures... 15 Chapter 3: IC Server... 17 IC Server minimum hardware requirements... 17 Recommendations for typical large-scale CIC implementations... 18 Contact Center... 18 Enterprise... 19 Additional software components... 19 Virtualization... 20 IC Server software requirements... 20 Microsoft Windows OS... 20 Microsoft.NET Framework... 20 ASP.NET... 21
iv IC Server configuration recommendations: pre- and post- Windows OS installation... 25 Pre- Windows OS installation configurations... 25 Post- Windows OS installation configurations... 27 Recommended third party tools... 31 Compression software... 31 Anti-virus software... 31 Adobe Reader... 31 Disk defragmentation... 31 Anti-virus requirements and best practices... 31 Install only a supported anti-virus product... 32 Install only the virus protection security feature... 32 Configure real-time protection for only write operations... 33 Exclude continually accessed file types and directories... 33 Update virus definitions daily... 34 Conduct a full scan of the file system on a regular basis... 34 Interactive Intelligence QoS driver... 35 Security-related settings... 35 Windows Firewall settings... 36 User Account Control (UAC) settings... 36 (Optional) Pre-configure groups for high security DCOM settings... 37 Create and configure the IC administrator account... 38 Create an IC administrator domain user account... 38 Give the IC administrator account local machine administrator privileges on the IC Server... 39 (Optional) Install and configure the email client... 40 Plan license assignment and allocation... 40 Order and generate the CIC 4.0 license... 41 (Optional) Install SNMP... 42 (Optional) IC Survey System... 43 Chapter 4: Media Servers... 45 Interaction Media Server... 45 Requirements and installation... 45 Configuration... 48 Chapter 5: Client Workstation... 49 Client workstation hardware requirements... 49 IC User Applications... 49 IC Business Manager Applications... 50 Interaction Optimizer in IC Business Manager... 50 IC Server Manager Applications... 51
Client workstation software requirements... 52 Microsoft Windows OS... 52 Microsoft.NET Framework... 52 Email client... 56 Microsoft Outlook... 56 Microsoft Outlook Web Access... 57 IBM Notes... 57 Novell GroupWise... 57 Administrative privileges... 57 IC User Applications (32-bit and 64-bit) install... 58 Interaction Desktop... 58 Additional requirements for IC User Applications... 59 IC Business Manager Applications install... 61 IC Business Manager... 62 Additional requirements for Interaction Report Assistant and Interaction Reporter... 62 Additional requirements for other IC Business Manager modules... 63 Interaction Fax Cover Page Editor... 63 IC Server Manager Applications install... 63 IC Server Manager... 63 Interaction Host Recorder Client... 64 Interaction SOAP Tracer... 64 Localized client workstation applications and requirements... 64 Localized client workstation application installation programs... 64 Web browser requirements... 65 Chapter 6: Additional Servers... 67 Directory server... 67 Forest functional levels... 67 Domain environments... 68 Switchover... 68 DHCP server... 68 DNS server... 69 Web server... 69 ASR server... 69 TTS server... 70 Chapter 7: Mail System... 73 Supported mail systems... 73 Mail System... 73 Mail Client... 74 Email server recommendations... 75 v
vi Email security... 75 SSL/TLS... 75 S/MIME... 76 Supported protocols for Microsoft Exchange servers... 77 Microsoft Exchange Web Services-based integration... 78 Advantages for Exchange Web Services-based integration... 78 Exchange Web Services requirements... 78 Configure CIC for Exchange Web Services (new installations)... 80 Select Mail Provider in Interaction Administrator... 83 Exchange configuration... 84 Migrate from Exchange MAPI to Exchange Web Services (existing installations)... 94 Exchange Web Services troubleshooting... 95 Microsoft Outlook for users... 95 Microsoft Exchange MAPI-based integration... 98 For more information... 98 IBM Domino server... 99 Supported IBM Domino servers... 99 Assign the IC administrator permissions on the IBM Domino server... 99 Install and configure the Notes client on the IC Server... 100 Configure CIC for IBM Domino/Notes... 101 IBM Domino/Notes support limitations... 101 Novell GroupWise server... 102 About the GroupWise Connector... 102 Supported GroupWise servers... 103 Configure the GroupWise POA(s) for SOAP... 103 Generate the Trusted Application Key file... 103 Configure CIC for GroupWise... 103 GroupWise client on client workstations... 104 Gmail (Google Apps for Work)... 104 LDAP/SMTP/IMAP services... 105 About LDAP, SMTP, and IMAP... 105 Supported LDAP/SMTP/IMAP servers... 106 Configure CIC for LDAP/SMTP/IMAP... 106 Interaction Message Store... 106 About Interaction Message Store... 107 Multiple mail providers: Interaction Message Store plus email provider... 107 Configure CIC for Interaction Message Store... 107 Interaction Message Store and virus scanning... 108
Required mail system information... 108 Chapter 8: Database Server... 109 IC database configuration... 109 IC database configuration options... 110 Reporting tables... 111 Interaction Recorder tables... 111 Interaction Tracker tables... 112 Interaction Optimizer tables... 112 Interaction Feedback tables... 113 Interaction Process Automation tables... 113 SQL Server... 114 Supported SQL Server versions... 114 Configure SQL Server for Mixed Authentication Mode... 114 SQL Server security settings... 115 SQL Server ODBC driver... 115 SQL Server database space planning... 115 SQL Server configuration... 117 SQL Server database maintenance... 117 IC database configuration options for SQL Server... 118 Oracle... 119 Supported Oracle server versions... 119 Oracle server security settings... 120 Oracle ODBC driver/oracle client... 120 Tablespace planning... 120 Oracle configuration... 121 Oracle database maintenance... 122 IC database configuration options for Oracle... 122 Data retention... 123 Reporting data log purges... 123 Recording data purges... 123 Tracker data purges... 124 Optimizer data purges... 124 Reporting data deletion errors... 124 Required database information... 124 Database server name... 125 Administrator account and password... 125 Passwords for IC user accounts... 125 Chapter 9: Database Logging... 127 About PMQ... 127 Directory paths for file storage... 127 vii
viii Storage file naming... 128 Storage cleanup process... 129 Data recovery... 130 Chapter 10: Fax Support... 131 Supported fax platforms: T.38 and T.30 (fax over IP)... 131 Fax installation and configuration on the IC Server... 132 Create and configure standalone fax machines... 132 Perform additional fax configuration... 133 Interaction Media Server faxing... 135 Interaction Media Server faxing process... 135 Interaction Media Server fax licensing... 135 Fax components on client workstations... 136 IC User Applications install... 136 IC Business Manager Applications install... 137 Install CIC... 139 Chapter 11: IC Server Installation... 141 Step 1: Download and copy the CIC release.iso to a file server... 141 Step 2: Verify IC Server prerequisites... 142 Step 3: Run Install.exe... 142 Step 4: Load the CIC license file... 147 Step 5: IC Server install... 148 Step 6: IC Documentation Library install... 154 Step 7: Interaction Firmware install... 156 Step 8: IC Language Pack install... 157 Step 9: Interactive Update Provider install... 158 Step 10: Restart to complete the release installation... 161 Step 11: Apply the latest patch... 162 Step 12: Run IC Setup Assistant... 162 Step 13: Post-installation tasks... 164 Uninstall CIC... 164 Chapter 12: IC Setup Assistant... 165 Prepare for IC Setup Assistant... 165 Run IC Setup Assistant... 167 Launch IC Setup Assistant... 167 Starting IC Subsystems... 169 Load IC Survey file... 169 Confirm IC Administrator account... 170 Confirm the domain... 171 License file... 172 Select the dial plan... 175
Enter the local area codes... 177 Enter local exchanges... 178 Select a reporting option... 179 Database configuration... 180 Select the Microsoft SQL Server... 181 Configure the IC database name... 182 Configure the SQL database IC accounts... 184 Configure the SQL database files... 185 Select IC optional components... 186 Configure Switchover servers... 188 Configure Multi-Site for this Server... 192 Define Multi-Site Parameters... 193 Site information... 194 Change the site name... 195 Server Group Certificate and Private Key... 196 Server Group Certificate and Private Key Locations... 198 Interaction Recorder compressed files location... 201 Speech Recognition... 203 Select mail providers... 204 Mail provider summary... 207 Log Retrieval Assistant mailbox configuration... 209 SIP Lines and Default Registration Group... 210 Configure stations... 213 Create IC user accounts... 215 Configure IC user accounts... 216 Add Users Assistant... 217 Configure IC user accounts (showing created users)... 217 Configure IC workgroups... 218 Manage workgroups... 219 Configure role memberships... 221 Manage Roles... 222 Configure default hours of operation... 222 Configure group call processing... 224 Edit group call processing... 224 DCOM Security Limits... 226 Commit your choices... 228 Saving configuration... 228 IC Setup Assistant completed... 229 Re-run IC Setup Assistant... 230 What you can change... 231 ix
x What you can't change... 233 \I3\IC directory paths and shares... 234 IC directory paths and shares table... 234 Post-Installation Procedures... 241 Chapter 13: Post-Installation Configuration... 243 Interaction Administrator... 243 Master Administrator configuration... 245 Authorized Master Administrator Network Accounts... 245 Verify Master Administrator permissions and rights... 245 Ensure the Master Administrator has been assigned Full CIC Client Privileges... 246 Set up an extension and password for the IC Administrator User... 247 Set up a Master Administrator Mailbox... 248 Create a unique Site ID... 249 Configure SIP lines... 249 SIP lines for internal station-to-station calls... 249 Create SIP line for outbound calls... 251 Create additional SIP lines... 252 Changes to SIP Line Configuration... 252 Create Line Groups... 253 Create managed IP phones and associated SIP stations... 253 Verify or create non-managed SIP stations... 255 Verify non-managed SIP station configuration... 255 Verify or create users... 256 Allocate Access licenses... 257 Client Access license allocation... 258 Configure Membership... 260 Basic Station license allocation... 262 Verify or create workgroups... 263 Verify or create roles... 264 Verify or create the dial plan... 265 Verify a regional dial plan... 265 Verify an old dial plan... 267 Enable Switchover replication for mail interactions... 267 Complete additional mail provider configuration... 267 Install IC User Applications on client workstations... 268 Test system for basic functionality... 269 Call from internal phone to another internal phone... 269 Call from an internal phone to an external phone... 269 Call from an external phone to an internal phone via IVR... 269
xi Retrieve voicemail from email client... 269 Test auto-attendant... 270 Chapter 14: Client Workstation Installations... 273 Workstation application install share directory contents... 273 \backup directory... 274 \LanguagePlugins directory... 274 {Install_Name}.msi... 275 {Install_Name}_Lang_##.mst... 275 Setup.exe... 275 IC User Applications (32-bit and 64-bit)... 276 Interaction Desktop... 276 IC User Applications (32-bit and 64-bit) requirements... 277 Install IC User Applications (32-bit and 64-bit)... 277 Install Interactive Update Client... 287 Verify FQDN resolution to ensure client connectivity with the host IC Server... 296 IC User Application post-installation procedures... 297 Change, repair, or remove IC User Applications... 297 IC Business Manager Applications... 300 IC Business Manager Applications requirements... 300 Install IC Business Manager Applications... 301 Install Interactive Update Client... 302 Verify FQDN resolution to ensure client connectivity with the host IC Server... 302 Change, repair, or remove IC Business Manager Applications... 302 IC Server Manager Applications... 302 IC Server Manager Applications requirements... 303 Install IC Server Manager Applications... 303 Install Interactive Update Client... 305 Verify FQDN resolution to ensure client connectivity with the host IC Server... 305 Change, repair, or remove IC Server Manager Applications... 305 Group Policy deployment... 305 Desktop Virtualization for client workstation applications... 306 Optional Installations and Additional Functionality... 307 Chapter 15: Optional Installations and Additional Functionality... 309 Optional installations and additional files on the CIC installation media 310 Off-Server Components... 311 Language Packs... 311 Integrations... 312
xii Additional Files... 313 Trust off-host certificates following off-server installations... 314 ASR Servers... 314 Interaction Recorder and Interaction Screen Recorder... 315 Interaction Recorder Remote Content Service... 315 Interaction Recorder Extreme Query... 316 Interaction Administrator Web Edition... 316 Interaction Client Web Edition and Interaction Mobile Web Client... 316 Interaction Center Extension Library (IceLib) SDK... 317 IC VoiceXML Interpreter Server... 317 Interaction Multi-Site... 318 IC Status Aggregator... 318 Interaction Analyzer... 318 Interaction Process Automation... 319 Interaction Feedback... 319 Interaction Tracker... 319 Interaction Optimizer... 320 Interaction Web Tools... 320 IC Session Manager ( Off-server )... 320 IC Render Server... 321 IC SOAP Listener... 321 IC SOAP Notifier COM Components... 321 CSV lists... 322 G-729 Hold Audio files... 322 Get Host ID... 323 IC Database files... 323 CIC Documentation Library... 323 IC Survey System... 324 IC System Handlers... 324 SNMP... 325 IC Language Packs and Prompt Packs... 325 IPA Integration with SharePoint... 325 IC Integration with LiveLOOK... 325 IC Integration with HEAT... 326 IC Integration with IBM Sametime... 326 IC Integration with Microsoft Lync... 326 IC Integration with Remedy and Remedy IVR... 327 IC Integration with Salesforce Web... 327 IC Integration with Workforce Management... 327 IC Scheduled Reports... 328
Interaction SIP Bridge... 328 Microsoft Outlook Interaction Desktop Add-in... 328 Interaction Media Streaming Server... 329 Interaction Web Portal... 329 Interaction Marquee... 330 IC Integration with Oracle Siebel... 330 IC Integration with Oracle Service Cloud... 330 Interaction Center Web Services (ICWS) SDK... 331 IPA Stand-Alone Web Client... 331 Interaction Connect... 331 CIC Appliance.iso (Interaction Edge)... 332 ININProductInfo utility... 333 Appendix A: OpenSSL Copyright... 335 Change Log... 337 Index... 345 xiii
1 Introduction In this section: Chapter 1: Customer Interaction Center Overview Chapter 2: Getting Started
Chapter 1: Customer Interaction Center Overview 3 Chapter 1: Customer Interaction Center Overview In this chapter: Customer Interaction Center (CIC) Improved architecture Customer service enhancements Management enhancements New CIC distribution model Customer Interaction Center (CIC) Interactive Intelligence Customer Interaction Center (CIC) has always been a powerful all-in-one solution for IP business communications. CIC provides an architecture that s even more powerful, user tools that make the customer experience even more satisfying, and management tools that dramatically improve the performance of any business. Customer Interaction Center (CIC) all-in-one Interactions Platform
4 Improved architecture Improved architecture CIC s strength originates from moving all audio processing to the Interaction Media Server appliance and making the CIC Server a pure application server. For a business s communications infrastructure, the benefits are both measurable and wideranging. CIC architecture CIC architecture highlights include: Eliminate third-party telephony components CIC is now a pure application server, a shift that eliminates the need for thirdparty voice hardware or HMP software. In place of voice hardware and HMP, Interactive Intelligence has upgraded the Interaction Media Server to handle all CIC audio needs and developed Interaction Media Server for durability in processing these audio functions at high volumes. Increased scalability and reliability Perform many more operations than in previous CIC releases with the Interaction Media Server s high volume processing: Compression/encryption Prompts and DTMF(IVR) Call analysis Fax Conference
Chapter 1: Customer Interaction Center Overview 5 Enhance system continuity, with the option to take selected Interaction Media Servers out of service for maintenance without impacting system performance Virtualization Get full virtualization support for the CIC Server and other servers on the CIC network. For more information, see the Interactive Intelligence corporate site at http://www.inin.com/productsolutions/pages/customer-interaction-center.aspx and the Interactive Intelligence Product Information site at https://my.inin.com/products/cic/pages/release-information.aspx. Customer service enhancements CIC customer service experience enhancements include: Enhanced web client Additional email handling Agent assistant New web portal for internal stakeholders and external customers For more information, see the Interactive Intelligence corporate site at http://www.inin.com/productsolutions/pages/customer-interaction-center.aspx and the Interactive Intelligence Support site at https://my.inin.com/products/cic/pages/release-information.aspx. Management enhancements CIC management enhancements include: Real-time speech analytics Improved quality monitoring Reporting and supervisory enhancements For more information, see the Interactive Intelligence corporate site at http://www.inin.com/productsolutions/pages/customer-interaction-center.aspx and the Interactive Intelligence Product Information site at https://my.inin.com/products/cic/pages/release-information.aspx. New CIC distribution model The CIC product suite has a new distribution model with new naming, faster release cycles, and higher quality. The new distribution model is based on the mainline continuous development of CIC 4.0, expressed in the 20## R# Patch# format.
6 New CIC distribution model CIC releases CIC 4.0 SU 6 was the last release using the older model. CIC 2015 R1 is first release of the new distribution model. CIC 2015 R1 or later releases consist of new features, enhancements, and bug fixes. CIC 2015 R1 or later release components are.msi files. Each CIC 2015 R1 or later release functions as a new CIC installation and as an update to existing CIC installations. CIC 2015 R1 or later can applied to any CIC 4.0 SU. CIC patches Patches are a feature of the new distribution model. A patch is a package of Engineering Specials (bug fixes only) created for a CIC 20## R# release, cumulative of previous patches, distributed every two weeks. CIC 2015 R1 Patch1 and later patch components are.msp files. For more information, see the Interactive Intelligence Product Information site at https://my.inin.com/products/cic/pages/releases-and-patches.aspx. Note: For the purposes of this guide, CIC generally refers CIC 2015 R1 or later, acknowledging that it is based on the continuous development of CIC 4.0. Specific release/version numbers are provided as needed, for example when discussing migrations or when a feature was introduced.
Chapter 2: Getting Started 7 Chapter 2: Getting Started This chapter summarizes the administrative skills and licensing needed for CIC systems, and describes various sources of IC system information and where to find it. In this chapter: About this guide Administrative skills needed for CIC systems Licensing CIC 2015 R1 or later.iso file Release and installation documentation CIC Documentation Library Printable documentation Interactive Intelligence Product Information site Interactive Intelligence Testlab site CIC 2.4/3.0 to 2015 R1 or later migrations About this guide This guide is intended for partners, planners, implementers, administrators, developers, and others who plan to install and configure a new CIC 2015 R1 or later system. This guide includes the pre-installation, installation, and post-installation procedures necessary for a successful basic implementation of a new CIC system. It provides summary material about additional servers and optional installations, and refers to other documents for detailed information. This guide assumes that you have a basic knowledge of SIP-based Interaction Center systems, consisting of some or all of these components: IC Server Switchover system, Interaction Media Server, Interaction Gateway, Interaction SIP Proxy, and IP phones. Administrative skills needed for CIC systems CIC requires a broad range of administrative experience since it is PC and network based, and because it interfaces with telephone system equipment and enterprise software such as Active Directory, Microsoft Exchange, IBM Domino, Microsoft SQL Server, Oracle Server and others. Administrators from various departments may work together on different aspects of CIC and related systems.
8 Licensing Education services have developed a large curriculum of instructor-led and on-line training designed to suit the needs of the implementer, day-day administrator, developer, and other users of the Interaction Center systems. Please visit http://education.inin.com or email Education@inin.com for a complete list of training options. Licensing CIC uses a system management module for licensing. You can manage licenses on the IC Server and flexibly allocate those licenses. As your business changes and grows, you can easily view the status of your Interactive Intelligence product licenses. This helps to better manage your budgeting concerns when increasing counts of features and functions on your system. Manage and configure your CIC product licenses using the Interactive Intelligence License Management Web site, at http://license.inin.com. New license types offer you more flexibility in developing new applications and performing trials on new functionality. Interactive Intelligence License Management Web site Interactive Intelligence has an application server license model. All features and functions are turned on with licensing rather than installing modules at a later time frame. This makes it much easier for system administrators to add functionality to the system through licensing and subsequent configuration. Server features and functionality are licensed per server, referred to as Feature Licenses. Each server is licensed in a multi-server environment. Turn on features and functionality on each server with the server feature licenses. The IC
Chapter 2: Getting Started 9 Server has a base server license with add-on server features that can be purchased as a package or individually. CIC client features are licensed by user, station, or both (based on the feature) and are referred to as Client Access Licenses. User licenses are either assignable or concurrent, and station licenses are assignable only. An ACD Access license is required for ACD functionality. It can be assigned to users, stations, or both. The licensing structure includes a simplified port model. There are three types of ports: External Call Ports, TIE line ports, and Outbound Dialing Ports. All stations require a Basic Station license. Each client type does include a station. You can also configure a remote station. In Remote Licenses, all CIC clients that login remotely use a station license when calls are directed to the remote station, such as a cell phone, home phone, or PBX phone. The I3_FEATURE_SU_ALLOWED feature license key, which signifies a current Licensing, Maintenance, and Support contract with Interactive Intelligence, must be present in the IC Server license in order to apply CIC release updates. Production licenses include the information for both servers in a Switchover pair. This single license file can be applied to both machines. For more information, see: Plan license assignment and allocation and Order and generate the CIC license in Chapter 3, IC Server. IC Licensing Technical Reference in the CIC Documentation Library. Interactive Intelligence License Management Web site (http://license.inin.com). CIC 2015 R1 or later.iso file CIC 2015 R1 and later releases and patches are a distributed as.iso files, available for download from the Interactive Intelligence Product Information site at https://my.inin.com/products/pages/downloads.aspx. Release and installation documentation Before you begin a new installation, we strongly recommend that you read the following release and installation documentation. For the latest information, see the Interactive Intelligence Product Information site at https://my.inin.com/products/cic/pages/release-information.aspx.
10 CIC Documentation Library Release Notes The CIC Release Notes describe new features in CIC, cumulative from CIC 4.0 GA to CIC 4.0 SU 6, and CIC 2015 R1 or later. New Installation Checklists Follow the checklists to perform a new CIC installation. Each summary step contains a reference to the IC Installation and Configuration Guide (this guide). Installation and Configuration Guide Describes how to install and configure a new CIC installation. It includes IC Server, client workstation, Interaction Media Server, database server, mail server, and optional server prerequisites, and post-installation procedures. CIC Documentation Library The IC Installation and Configuration Guide contains many references to finding documentation in the CIC Documentation Library. The CIC Documentation Library merges all help systems and documentation installed on the IC Server into a single searchable unit. The IC Documentation Library enables you to: Access the entire documentation set from one location. View or search the entire documentation set for a document title, topic, term, or keyword.
Chapter 2: Getting Started 11 CIC Documentation Library You can view the CIC Documentation Library from: The IC Server from Start Programs->Interactive Intelligence->Online Documentation->IC Documentation Library, after completing the IC Server installation. The Interactive Intelligence Product Information site at https://my.inin.com/products/cic/documentation/index.htm. Printable documentation The CIC printable documentation provides print versions in.pdf format of the IC online help systems (English and localized versions). The source files for the quick reference guides are also available in.doc,.vsd, or.pub formats for partners who want to make their own customized versions of these documents. CIC printable documentation is available from the Interactive Intelligence Support web site at https://my.inin.com/products/cic/pages/printabledocumentation.aspx. Interactive Intelligence Product Information site The CIC Product Information site at https://my.inin.com/products/cic/pages/default.aspx is the central location for the latest CIC 2015 R1 or later release information, documentation, system software and hardware requirements, and downloads.
12 Interactive Intelligence Testlab site CIC Product Information site Interactive Intelligence Testlab site The Interactive Intelligence Testlab site at http://testlab.inin.com/ is a resource for tracking the latest hardware and software components recommended for use with Interaction Center products, tested and approved by Interactive Intelligence.
Chapter 2: Getting Started 13 Interactive Intelligence Testlab site CIC 2.4/3.0 to 2015 R1 or later migrations The CIC 2.4/3.0 to CIC 2015 R1 or later migration package contains the tools and documentation to guide you through the process of migrating existing CIC 2.4/3.0 systems to CIC 2015 R1 or later. See the CIC 2.4/3.0 to CIC 2015 R1 and later migration package page on the Interactive Intelligence Product Information site at https://my.inin.com/products/cic/pages/migrations.aspx to download the latest versions of the migration tools and documentation. The IC Migration Guide, included with the migration package, includes the procedures for migrating CIC 3.0 managed IP phones from a CIC 3.0 system to a CIC 2015 R1 or later system.
Chapter 2: Getting Started 15 Pre-Installation Procedures The CIC suite of software runs on a Windows-based IP network environment. The software is deployed across two or more servers in that environment and makes use of additional network servers and services to support it and provide additional functionality. Requirements for the IC Server, client workstation, and peripheral servers must be met before installing the CIC software. In this section: Chapter 3: IC Server Chapter 4: Media Servers Chapter 5: Client Workstation Chapter 6: Additional Servers Chapter 7: Mail System Chapter 8: Database Server Chapter 9: Database Logging Chapter 10: Fax Support
Chapter 3: IC Server 17 Chapter 3: IC Server This chapter discusses IC Server requirements and procedures to perform prior to a new CIC installation. In this chapter: IC Server minimum hardware requirements Recommendations for typical large-scale IC implementations Virtualization IC Server software requirements IC Server configuration recommendations pre- and post- Windows OS installation Recommended third party tools Anti-virus requirements and best practices Interactive Intelligence QoS driver Security-related settings Create and configure the IC administrator account (Optional) Install and configure the email client Plan license assignment and allocation Order and generate the CIC license (Optional) Install SNMP (Optional) IC Survey System IC Server minimum hardware requirements This section presents the minimum hardware requirements for an IC Server at the time of the CIC 2015 R1 release. Notes Check for updates on the Interactive Intelligence Product Information site at https://my.inin.com/products/cic/pages/hardware-requirements.aspx. For current sizing guidelines for CIC systems with multiple components on hardware-based and virtualized systems, contact the Interactive Intelligence Sales team. IC Server minimum hardware requirements Processor: Intel Xeon E-series 64-bit quad-core processor or better
18 Recommendations for typical large-scale CIC implementations Memory: minimum of 3 GB of RAM (configured to employ all memory channels for performance) RAID controller: hardware SAS/SATA 6.0 Gb/s controller with RAID 1 and 512 MB write-cache Hard drives: SAS or SATA 6.0 Gb/s configured for RAID 1 (minimum logical volume size of 500 GB* recommended) Optical drive: DVD-ROM drive (if installing from DVD media) Network: Gigabit 100/1000 baset Ethernet adapter Desktop Display: SVGA/XGA adapter with 4 MB of RAM (1024x768x24bpp) * For sites that may require increased tracing for troubleshooting purposes, it is likely that more than the minimum disk requirement will be needed. Customers individual requirements and results will vary. Recommendations for typical large-scale CIC implementations This section presents recommendations for typical large-scale CIC implementations using packaged Interactive Intelligence Interaction Application Servers at the time of the CIC 2015 R1 release. Notes Check for updates on the Interactive Intelligence Product Information site at https://my.inin.com/products/cic/pages/hardware-requirements.aspx. For a list of packaged Interactive Intelligence Interaction Application Servers and specifications for each, see Testlab at http://testlab.inin.com/. For current sizing guidelines for CIC systems with multiple components on hardware-based and virtualized systems, contact the Interactive Intelligence Sales team. For information on additional servers/software components, see Chapter 6: Additional Servers and Chapter 15: Optional Installations and Additional Functionality. Contact Center 3000 users and stations (premise-based) IC Servers Switchover pair Using enterprise-scale CIC-imaged Interaction Application Servers
Chapter 3: IC Server 19 IC Session Manager (Off-Server) 2000 users each (max) N+1=3 Using large-scale Interaction Application Servers Interaction Media Servers with Interaction SIP Proxy 400 points each (max) N+1 = (based on expected call volume) Using enterprise-scale Media Server-imaged Interaction Application Servers Enterprise 8000 users and stations with client workstations or 15,000 phone-only IC Servers Switchover pair and/or multi-site Using enterprise-scale CIC-imaged Interaction Application Servers IC Session Manager (Off-server) 2000 users each (max) N+1 = 5 or 9 Using large-scale Interaction Application Servers Interaction Recorder Remote Content Server 4000 users each(max) N+1 = 3 or 5 Using small-scale Interaction Application Servers Interaction Media Servers with Interaction SIP Proxy 400 points each (max) N+1 = (based on expected call volume) Using enterprise-scale Media Server-imaged Interaction Application Servers IC Status Aggregator 5000 users recommended (~15,000 max) N+1 = 2 (either scenario) Using small-scale Interaction Application Servers Additional software components This section lists additional software components capable of using dedicated server hardware that can be added to the Contact Center and Enterprise examples. The decision to include these components should be based on requirements determined by the partner or channel-sales representative. ASR server TTS server Web server (Interaction Web Tools, Web clients) Interaction Recorder Extreme Query Server Interaction Recorder Remote Content Server IC Multi-Site (RTM) Server IC Render Server
20 Virtualization IC Status Aggregator Server IC VoiceXML Interpreter Server Interaction Dialer Central Campaign Server (CCS) Interaction Dialer Outbound Server (ODS) Virtualization CIC supports virtualization of the CIC environment. For the latest information, see the IC Virtualization Technical Reference in the CIC Documentation Library. The IC Virtualization Technical Reference provides best practices and strategies for successfully deploying Interactive Intelligence products on a virtualized platform, and applies to Microsoft Hyper-V and VMware servers. The document lists Interactive Intelligence products that are currently supported, as well as not supported, for virtualization. IC Server software requirements This section describes software requirements for the IC Server. Microsoft Windows OS Microsoft Windows Server 2012 R2 (64-bit) Supported in CIC 2015 R1 and later Download and apply Microsoft KB article http://support.microsoft.com/kb/2919355 Microsoft Windows Server 2008 R2 SP1 (64-bit) Microsoft.NET Framework Microsoft.NET Framework 4.5.2 Required for CIC 2016 R1 and later Windows Server 2012 R2: If not installed via Windows Update, install from \ThirdPartyInstalls on the CIC 2016 R1 or later.iso Windows Server 2008 R2 SP1: Install from \ThirdPartyInstalls on the CIC 2016 R1 or later.iso Microsoft.NET Framework 4.0 (Extended) Required for CIC 2015 R1 through CIC 2015 R4 Windows Server 2012 R2: Included with the.net Framework 4.5 feature Windows Server 2008 R2 SP1: Must be installed separately Microsoft.NET Framework 3.5.1 Windows Server 2012 R2: Install in Server Manager ->Add Roles and Features. Note: See Microsoft KB article http://support.microsoft.com/kb/2734782 for
Chapter 3: IC Server 21 known issue. Windows Server 2008 R2 SP1: Install in Server Manager->Add Features ASP.NET ASP.NET is required for Interactive Update Provider on the IC Server. ASP.NET 4.5 Windows Server 2012 R2 Install in Server Manager ->Add Roles and Features ASP.NET Windows Server 2008 R2 SP1 Install in Server Manager ->Add Roles and Features Install Microsoft.NET Framework 4.5.2 Starting with CIC 2016,.NET Framework 4.5.2 is required on the IC Server to resolve email-related issues in Interaction Administrator and Interaction Desktop. The Microsoft.NET Framework 4.5.2 is a highly compatible, in-place update to the.net Framework 4.5.1, the.net Framework 4.5, and the.net Framework 4. However, it can run side by side with.net Framework 3.5.1. For more information, see Microsoft KB article https://support.microsoft.com/en-us/kb/2934520. Windows Server 2012 R2 The.NET Framework 4.5.2 for Windows Server 2012 R2 is available on Windows Update and on Windows Server Update Service, and offered as a recommended update on Windows Update. If it was not automatically installed with Windows Update, the.net Framework 4.5.2 is available to install: As a download from Microsoft Support. See Microsoft KB article https://support.microsoft.com/en-us/kb/2934520 On the CIC 2016 R1 or later.iso file in the \ThirdPartyInstalls\Microsoft\DotNET4.5.2 directory Windows Server 2008 R2 The.NET Framework 4.5.2 is available to install: As a download from Microsoft Support. See Microsoft KB article https://support.microsoft.com/en-us/kb/2934520 On the CIC 2016 R1 or later.iso file in the \ThirdPartyInstalls\Microsoft\DotNET4.5.2 directory
22 IC Server software requirements Install Microsoft.NET Framework 4.0 Microsoft.NET Framework is required for CIC 2015 R1 through CIC 2015 R4. The IC Server requires the Extended version of the Microsoft.NET Framework 4.0. Windows Server 2012 R2 Microsoft.NET 4.0 Framework is installed during a default installation of Windows Server 2012 R2. Windows Server 2008 R2 Microsoft.NET 4.0 Framework is available to install on Windows Server 2008 R2: As an optional update through Windows Update As a download from Microsoft Support at http://go.microsoft.com/fwlink/?linkid=181013 On the CIC 2015 R1 or later.iso file in the \ThirdPartyInstalls\Microsoft\DotNET4.0 directory Install Microsoft.NET Framework 3.5.1 Microsoft.NET Framework 3.5.1 is an optional feature of Windows Server 2008 R2 and Windows Server 2012 R2. It is included, but must be installed using the Add Features wizard. To install Microsoft.NET Framework 3.5.1 on Windows Server 2008 R2 1. Open Server Manager and select Features. 2. Select Add Features to launch the Select Features wizard.
Chapter 3: IC Server 23 Select Add Features 3. In the Select Features wizard, click the.net Framework 3.5.1 checkbox (below.net Framework 3.5.1 Features) and click Next. Select.NET Framework 3.5.1 checkbox
24 IC Server software requirements 4. In the Confirm Installation Selections screen, click Install. 5. When the installation is complete, click Close to finish. Check for the latest Windows Updates and install any Critical or Security updates related to Microsoft.NET. To install Microsoft.NET Framework 3.5.1 on Windows Server 2012 R2 1. Open Server Manager and select Features. 2. Select Add roles and features to launch the Add Roles and Features wizard. Select Add roles and features 3. In the Add Roles and Features wizard, click the.net Framework 3.5 checkbox (under the.net Framework 3.5 Features container) and click Next.
Chapter 3: IC Server 25 Select.NET Framework 3.5 checkbox 4. In the Confirm Installation Selections dialog box, click Install. 5. When the installation is complete, click Close to finish. Check for the latest Windows updates and install any Critical or Security updates related to Microsoft.NET. Note: A known issue occurs when attempting to install.net Framework 3.5 on a computer running Windows Server 2012 R2 configured to use a WSUS server to receive updates or when an Internet connection is unavailable. For more information, see Microsoft KB article http://support.microsoft.com/kb/2734782. IC Server configuration recommendations: pre- and post- Windows OS installation Interactive Intelligence recommends the following pre- and post- Windows OS installation configurations. Pre- Windows OS installation configurations Complete the following configurations before installing the Windows OS.
26 IC Server configuration recommendations: pre- and post- Windows OS installation Drive partitions and RAID Partitioning the drives helps to avoid system problems due to applications filling up drive space. RAID implementation (Levels 1 & 10) increases the protection of data from hardware failures. We recommend that you set up the IC Server storage configuration as follows: We recommend your server incorporate a hardware RAID adapter to help protect your data from hardware failure. Additionally the hardware RAID adapter should include a battery-backed or flash-backed write cache module. In the event of power or hardware failure these modules maintain the integrity of any data that was cached at the moment of failure. Upon recovering from the failure, the data contained within the cache should be salvageable. Great care should be taken to insure that the RAID adapter can support multiple arrays of differing formats and that there are no hidden issues with the number of drives that can be used to make a RAID 10 array. RAID 10 arrays of 4-8 hard drives are very common implementations. The typical array configuration may vary from a single RAID 1 for smaller implementations to a single RAID10 for more storage capacity in larger configurations. In the largest enterprise-scale implementations, it may also make sense to incorporate a second RAID 1 or RAID 10 array dedicated to trace logging data. In this particular RAID+RAID configuration, the secondary RAID 1 or RAID 10 array would provide much better overall performance than adding additional drives to the already busy primary RAID10. The need for RAID 1 versus RAID 10 on this secondary array would be determined by overall storage capacity needs. In single RAID array environments, we recommend at least 500 GB of drive space. We would recommend creating a minimum 60 GB partition for the operating system (generally labeled C:). Next we recommend creating a second partition (generally labeled D:) to house application data including the IC Server installation. This partition is recommended to be at least 60 GB in size but ideally should be the same size as the OS partition. Lastly we recommend creating a logging partition (generally labeled E:) using all of the remaining space on this single RAID format array. Additionally, we recommend enabling file compression for the logging directory. This has proven to result in a minimal CPU load increase while reducing files sizes to roughly half that of the uncompressed log files. This will be done by default in future releases. To enable this compression feature, check the Compress contents to save disk space checkbox under Properties- >General ->Advanced for the logging folder. In the dual RAID array environments, we recommend increasing the size of the OS partition (generally labeled C:) to 120 GB and leaving the remaining disk space of the primary RAID 10 for application partition (generally labeled D:). We then recommend creating the logging partition (generally labeled E:) with the entire available disk space on the second RAID 1 or RAID 10 volume. This will greatly
Chapter 3: IC Server 27 benefit logging storage capacity and offload heavy logging I/O bandwidth. We also recommend enabling file compression of the logging directory, even with enterprise-scale implementations. Computer name Verify the customer s requested server/computer name and use accordingly. If no preferred name has been indicated, use ICServer as the computer name. Network configuration During Windows installation, configuration of static addresses is strongly advised. The default set of protocols installed during the Windows installation should require no additional modification. If customer protocols or network services are installed, it is important that the configuration be tested before it is placed into a production environment. Domain requirements All necessary interdomain trust relationships must exist and all necessary interdomain replication must be occurring. Post- Windows OS installation configurations Complete the following configurations after installing the Windows OS. Paging files The default settings for the page file should be acceptable for most customers.