fidelity connect installation guide · alcatel oxo csta * alcatel oxe cti + tapi premium server...

FIDELITY CONNECT

INSTALLATION GUIDE Version Software 1.01 The purpose of this document is to guide installers through the basic installation steps of a Fidelity system. For further details, please refer to the relevant manuals.

www.jusan.es | [email protected] | © Jusan S.A. 2019

INNOVATIVE CLOUD TECHNOLOGY

FIDELITY CONNECT INSTALLATION GUIDE

2 Manual de uso

INDEX

1- SYSTEM REQUIREMENTS ............................................................... 3

1.1 SERVER SPECS ............................................................................................. 3 1.2 CLIENT SPECS ............................................................................................... 3 1.3 PBX LICENSES ............................................................................................... 4 1.4 IIS .................................................................................................................... 4

2- INSTALLATION .................................................................................. 5

2.1 INSTALLING FIDELITY SOFTWARE .............................................................. 6 2.1.1 MS SQL SERVER EXPRESS ................................................................. 7 2.1.2 STREAMLINE DB .................................................................................... 9

2.1.3 STREAMLINE SERVER ........................................................................ 10 2.1.4 FIDELITY MANAGER SETUP ............................................................... 16 2.1.5 FONOMAIL SIP ..................................................................................... 19

2.2 INSTALLING THE WEB MODULES .............................................................. 20 2.2.1 WEB AGENT ......................................................................................... 21

2.2.2 WEB REPORTS .................................................................................... 22 2.2.3 MONITOR AND WALLBOARD .............................................................. 22 2.2.4 FIDELITY CONNECT SSO.................................................................... 23

2.2.5 FIDELITY MANAGER ............................................................................ 23 2.3 FIREWALL SETTINGS .................................................................................. 24

2.4 OPENING WEB APPLICATION ..................................................................... 24 2.5 SSL CERTIFICATE FOR NOTIFICATIONS................................................... 25

3- BASIC SETUP .................................................................................. 26

3.1 CTI SETTINGS .............................................................................................. 26 3.2 SIP SETTINGS .............................................................................................. 28

3.3 START SERVICES ........................................................................................ 29 3.4 MINIMAL CONFIGURATION ......................................................................... 30

3.5 TEST .............................................................................................................. 30

4- EMAIL DISTRIBUTION SETUP ........................................................ 31

5- CHAT DISTRIBUTION SETUP ......................................................... 32

6- ANNEX- INTERNET INFORMATION SERVICES ............................ 33

7- ANNEX- SIP CONFIGURATION FOR DIFFERENT PBXS............... 37

8- ANNEX- SIPHON – SIP TEST TOOL ............................................... 38


3 Installation Guide

1- SYSTEM REQUIREMENTS Before installing the Fidelity software please check the system requirements.

1.1 SERVER SPECS See table below.

* For higher capacities, please check with Jusan Technical Support.

1.2 CLIENT SPECS Chrome is the Fidelity preferred internet browser for the agent app. * Other internet browsers may show some incompatibilities.

Agents SIP Ports Recall

Channels Operating

System CPU RAM HD SQL SERVER

Virtual Server

Supported

Number of Servers

10

4

10

WS2012/16

IP G4400 3,3GHZ.

8Ghz

500GB

EXPRESS

Y

1

25

10

25

WS2012/16

IX QUAD CORE

3,4GHZ

16GB

500GB

EXPRESS

Y

1

50

20

50

WS2012/16

IX QUAD CORE

3,4GHZ

32GB

1T

EXPRESS

Y

2

100

30

100

WS2012/16

IX QUAD CORE

3,4GHZ

32GB

1T

ESTANDAR

Y

3



1.3 PBX LICENSES

The necessary CTI protocol drivers and licenses (CSTA, TAPI, TSAPI) MUST be installed and running on server PC and/or PBX.

(*) PBX manufacturers may include certain licenses by Default, please check with the respective PBX

Support Teams.

1.4 IIS All Fidelity Connect web applications like Manager, Agent, Monitor, Wallboard, Reports require Internet Information Services (IIS) to be installed on the server PC before beginning the installation of Fidelity. Instructions are available in the Prerequisites chapter. To activate IIS please follow the instructions in the Annex A. NOTE: PLEASE DO NOT START THE FIDELITY MODULES INSTALLATION UNLESS IIS HAS BEEN ACTIVATED.

PBX Model Licence

ALCATEL OXO CSTA * ALCATEL OXE CTI + Tapi Premium Server CCUM CTI + TSP * OSB CSTA III ASNI+ Placa OCAB OSV CSTA XML MX ONE CSTA III XML ASTERIX TAPI (XTELSIO) GRANDSTREAM TAPI (XTELSIO) MITEL CTI (Third party) + OIP-TAPI AASTRA 500 CSTA AVAYA IP OFFICE TAPI HP 3800 CSTA * NEC TSP * PANASONIC TDA CSTA PANASONIC NS CSTA INNOVAPHONE TSP



2- INSTALLATION

The installation of Fidelity Connect takes the following steps. Unless specified, please follow the installation steps in the referred order. To start the installation, download the Fidelity Connect installer from the ftp site and unzip it into a folder of the server like Desktop, Documents or Downloads. Open the CD installer root folder and launch Setup.exe with right click and select "Run as Administration". The installation wizard will appear.

Select the language of the installation wizard.

Select the option INSTALL SOFTWARE.

The option FIDELITY SOFTWARE provides access to the installation menu of the SQL Server and some Core Fidelity services. The option WEB SOFTWARE provides access to the installation menu of all Fidelity web applications like Fidelity Agent, Monitor, Reports, etc.



In the option FIDELITY SOFTWARE the following Server Modules will be installed: - SQL SERVER EXPRESS - STREAMLINE DB - STREAMLINE SERVER - FIDELITY MANAGER SETUP - FONOMAIL SIP See chapter INSTALLING FIDELITY SOFTWARE for details on this part of the installation.

In the option WEB SOFTWARE all web applications will be installed: - WEB AGENT - WEB REPORTS - MONITOR AND WALLBOARD - FIDELITYCONNECT SSO - FIDELITY MANAGER See chapter INSTALLING WEB SOFTWARE for details on this part of the installation.

2.1 INSTALLING FIDELITY SOFTWARE

In the option FIDELITY SOFTWARE the following Server Modules will be installed. Please follow the same order they appear in the list from top to bottom. - SQL SERVER EXPRESS - STREAMLINE DB - STREAMLINE SERVER - FIDELITY MANAGER SETUP - FONOMAIL SIP



2.1.1 MS SQL SERVER EXPRESS

Click on the button to start the installation. The SQL Server installation is launched with the specific parameters needed for Fidelity Connect (instance name SQLJUSAN, authentication type SQL SERVER, password, etc.) Install ONLY SQL Server from this option. DO NOT install SQL Server in any other ways without the specific consent of Fidelity Support Team that will provide specific instructions for customized installations. Click on the button SQL SERVER EXPRESS and the installation of SQL SERVER will start:

Different Windows showing the installation progress will appear:



When the installation finishes, the following window will appear. Please click on Finish to close the window.

Please open the Windows Services Console (services.msc) and check that the there is a service named SQL Server (SQLJUSAN) and that it is started and running.

Then open SQL Server Configuration Manager, select SQL Server Network Configuration-Protocols for SQLJUSAN-TCP/IP-IP Address-TCP Port and enter the port '1433'.

The service needs to be restarted for the changes to take effect. Select the service SQL Server (SQLJUSAN) from the right panel and restart the service using the buttons in the tools bar.

The installation of SQL Server for Fidelity is finished.



2.1.2 STREAMLINE DB This installer will install the StreamlineDB database into the SQL Server instance SQLJUSAN.

Click on the button to start the installation and then click on YES to launch the installation.

A CMD Window will open and the script to create the database will be executed. This operation can take a few seconds

Click on OK to finish the installation.



2.1.3 STREAMLINE SERVER Click on the button STREAMLINE SERVER and the installation will start. Click on NEXT to progress in the installation.

When prompted, choose the language and click on NEXT to continue. When prompted about the type of SQL Server, select SQL Server 2008 R2 or Higher, then click on NEXT to continue. The default name of the Database Server will be prompted. This database server name is made of the computer's name and '\SQLJUSAN' EXAMPLE: FIDELITYSVR\SQLJUSAN Please keep this name unless you have a customized installation of SQL Server, typically a SQL Server provided by the client. In such case, please follow specific instructions from the support tem or IT department.



Click NEXT and OK to continue. Some messages like the following may appear, please click on OK to continue.

The installation of the Java Runtime Environment installation will start automatically.

NOTE: The Java Runtime Environment is needed by the Jusan ICR service and Web Monitor and Wallboard. Two Java Runtime Environments for 64 bits and for 32 bits will be installed, please be sure to complete the necessary steps to install both. Please keep the default installation settings as the installer progresses with the installation.

*Installing Java Runtime environment 64bits

Click on NEXT to continue. Click on NEXT to continue.

Click on NEXT to continue. Click on CLOSE to continue.



*Installing Java Runtime environment 32bits

Click on NEXT to continue.

Click on OK to continue.

Click on CLOSE to continue.

Click on NEXT to continue




When this window appears, keep 127.0.0.1 and then click on NEXT to continue. Click on NEXT to continue.

The WinPcap installation will start automatically.




Click on OK to continue.

Click on NEXT to continue




This window will appear when the operations are finished. Click on Finish to end the installation.

After the installation is finished, you can verify that the new Jusan services appear in the Windows Services Console (services.msc). If the services console was already open, click on the Refresh button to refresh the view.



2.1.4 FIDELITY MANAGER SETUP Click on the button FIDELITY MANAGER SETUP and the installation will start.



Keep the suggested Database Server Name and click on NEXT.



If you are installing the application in the Fidelity server, select Local. Only select Remote if you are installing the application in a computer other than the server.

Select the language you wish for the application user interface and click NEXT to continue.

Select the database access authentication mode. Please keep recommended default option SQL Server. Click NEXT to continue.



The installation will continue. This window will appear when the installation of Streamline Setup software is completed. Click on Finish to end the installation.



2.1.5 FONOMAIL SIP

Click on the button FONOMAIL SIP to start the installation.

Click on NEXT to continue. Click on NEXT to continue.

Click on NEXT to continue. The installation progress is shown.

This window will appear when the is completed. Click on CLOSE to continue.



2.2 INSTALLING THE WEB MODULES

In the option WEB SOFTWARE the following Server Modules will be installed. Please follow the same order they appear in the list from top to bottom.

- WEB AGENT - WEB REPORTS - MONITOR AND WALLBOARD - FIDELITYCONNECT SSO - FIDELITY MANAGER



2.2.1 WEB AGENT Click on the button WEB AGENT and the installation will start.

The installation starts. Click on NEXT to continue.

Click on NEXT to continue. The installation progress is shown.

The web agent installation includes the XAMP Click on FINISH to end the installation. Apache web server installation. * This installation can take a few minutes, please wait until it is completed.



2.2.2 WEB REPORTS

Click on the button WEB REPORTS and the installation will start.

The installation starts. Click on NEXT to continue.

Click on NEXT to continue. Click on FINISH to end the installation.

2.2.3 MONITOR AND WALLBOARD Click on the button MONITOR AND WALLBOARD and the installation will start.




2.2.4 FIDELITY CONNECT SSO

Click on the button FIDELITY CONNECT SSO and the installation will start.


2.2.5 FIDELITY MANAGER

Click on the button WEB REPORTS and the installation will start.




2.3 FIREWALL SETTINGS To allow the client’s application to connect to the server, open in the server Firewall the following ports: TCP 80 for the general use of all web applications like Agent, Monitor, Reports, etc. TCP 8080 for the particular use of the web Agent application. TCP 443 for the particular use of the web Agent application (HTTPS). TCP 8090 for the particular use of the Monitor and Wallboard applications. Notice about Antivirus! The communication between the agent application and the Fidelity server is made by means of a technology called Websockets; due to the real time information exchange between both ends this communication must be fluid with no delays or blockings. In some cases, an Antivirus installed on the server or agent computer may affect to the communications between the agent and server applications. In this case, the necessary exceptions should be added to the antivirus and in case they don’t help, the antivirus should be disabled.

2.4 OPENING WEB APPLICATION Web applications are installed in the server and are launched from the agents and supervisors computers through an Internet Browser. Open the web applications from the agents and supervisors' computers. The preferred Internet Browser is Chrome. These are the URLs to open from the Internet Browser: http://fidelityserver/FidelityManager http://fidelityserver/FidelityAgent http://fidelityserver/FidelityReports http://fidelityserver:8090/FidelityMonitor http://fidelityserver:8090/FidelityMonitor/wallboard * being <fidelityserver> the server IP Address or Computer’s name. NOTE 1: Web agent is compatible with Chrome and Firefox. Other Internet Browsers are not compatible. NOTE 2: In case they can't be opened, check if the server Firewall is ON and switch it to OFF or add the relevant exception to incoming connections as explained in the relevant chapter.



2.5 SSL CERTIFICATE FOR NOTIFICATIONS Pop-up notifications can be shown in the Agent application to identify more clearly that an inbound call is being transferred to the agent (Call ringing), a Callback call has to be made (Callback form opened), or calls are in queue while thay are on Break (Queued calls). Example of agent’s UTL with HTTPS: https://contactcenter.clientdomainname.com/fidelityagent Notifications only work with HTTPS and for this purpose, the installation of a SSL certificate in the Apache web server is needed. If the client already has an SSL certificate that can be used, please contact Jusan Technical Support to implement it. Otherwise, the SSL certificate can be purchased from a Certification Authority. This has to be done by the client side. In case a SSL certificate is available from the client side, please send the .CRT and .KEY files to Jusan Technical Support so that the certificate can be installed.

https://contactcenter.clientdomainname.com.il/fidelityagent



3- BASIC SETUP The basic setup consists in the settings to make Fidelity answer an inbound call, play some default welcome and wait messages and transfer the call to an agent. This setup ensures that basic functions are correctly working and only after the basic setup and tests are OK, you are advised to go forward with the full call center setup. The basic setup consists of the following steps:

• CTI Setup

• SIP Settings

• Start services

• Add minimal configuration (group, agent, position, rules)

• Test

3.1 CTI SETTINGS

Open CTI Setup.

Enter the default administrator login admin/admin and the Setup main window will open.

Give a name to the installation (generally related to the end user name).

A message about the trial license expiration date will be shown. Click on OK to continue.

NOTE: Please remember to send the license.jus file to your provider to get the final license according to your purchase order.

NOTE: The trial license includes the following:20 agents, 1 supervisor, reports, Telemarketing, 4 Vocal Server ports.



Configure the CTI link with the PBX.

Configure the Vocal Server ports.

Remember to Apply the changes and restart the related services to make the changes take effect.

PBX model and Protocol type IP Address and Port of the PBX

Extension length (2 digits, 3 digits, etc)

Vocal Server SIP ports*

* On the pbx side configure a cyclic group to forward the DDI to the Vocal Server SIP ports.

Vocal Server IP Address When the Vocal Server is installed in the same computer, this will be the IP Address of the Fidelity server.



3.2 SIP SETTINGS There are two files that affect how calls are being answered and transferred by SIP ports: FonomailSIP.ini, Globales.ini and IJASmtp.ini To configure the SIP ports open with Notepad the file FonomailSIP.ini and configure the following parameters:

FonoMailSip.ini //pbx PbxSipDomain = 192.168.0.222 PbxSipPort = 5060 // Ports Pto 0 = ija_udp ,,, Pto 1 = ija_acd_fadding ,,, Pto 2 = ija_acd_fadding ,,, Pto 3 = ija_acd_fadding ,,, Pto 4 = ija_acd_fadding ,,, // pto,ext,PIN,ENDPOINT,Suscribe,SuscribeTo Ext 1 = 1, 101,123456,,0,0, Ext 2 = 2, 102,123456,,0,0, Ext 3 = 3, 103,123456,,0,0, Ext 4 = 4, 104,123456,,0,0,

IMPORTANT !! Depending on the pbx model, some additional parameters are needed on files FonomailSIP.ini and Globales.ini. Please check Annex D for details. After the changes, please restart Jusan SIMON and Jusan SARA services for the changes to take effect.

You can check if the SIP ports are correctly registered with the pbx tools or alternatively with Wireshark. Manual tests can be done with the help of the tool called SIPhon. With SIPhon you can do operations like REGISTER, ANSWER, HANGUP, DIAL, TRANSFER, etc. Please refer to Annex E for details on how to operate with SIPhon. In case of problems, it is especially useful to follow the tests with the Wireshark trace.

PBX IP Address to register SIP ports

Vocal Resources Ports Add as many lines as SIP ports you need according to the license

SIP Extensions with their Extension Numbers and Password to register



3.3 START SERVICES After CTI and SIP settings have been done, Fidelity services can be restarted for the changes to take effect. Services restart can be done through the buttons Stop/Start/Restart of the Services tab. The suggested order to stop and start services is as follows:

• Streamline Server

• IJA

• Calllog

• ICR To restart a service select the service from the panel and then click on Stop and when the service is stopped then click on Start. Alternatively, the button Restart can be used.

Stop/Start/Restart

Services



3.4 MINIMAL CONFIGURATION Add a minimal configuration (Group, Agent, Position and Rules); for details please refer to the Fidelity Manager User Guide.

3.5 TEST The tests described in this section will check that all Fidelity basic functions are working fine. Open Fidelity Web Agent and login an Agent. Open Monitor/Wallboard and verify that you can monitor the test group created and the agent you have logged-in. Make an inbound call to the DDI forwarded to the pbx group and verify that the call is answered by the Fidelity Vocal Server and that you can listen to the welcome message.

After the welcome message the call should be transferred to the agent extension. After the test call is finished, run Fidelity Reports and verify that the entries for each test call appears with the right information. In case all tests were correct, you have successfully completed the basic settings in Fidelity server. Continue with your settings in the Fidelity server to complete the client's configuration and refer to the Fidelity Setup Manual for further details.



4- EMAIL DISTRIBUTION SETUP

For Email Distribution, please check specific installation manual.



5- CHAT DISTRIBUTION SETUP

For Chat Distribution, please check specific installation manual.



6- ANNEX- INTERNET INFORMATION SERVICES To activate IIS in Windows Server 2012, 2016, open Roles and Features.

Activate Web Server (IIS)

Activate .NET Framework 3.5 and 4.6 as described below.



Activate Common HTTP features, Application Development and Management tools as described below.

You may be prompted to select an alternate path where the missing source files are located. You may continue and the files will be downloaded from the Internet. In case the Internet access is not allowed, please find the Windows ISO image and copy the needed files in the local computer and then select the alternate folder at this step.



Then select Install.

The installation progress can be monitored.

The message “Installation succeeded” will be shown when the installation is completed.



At this point, to verify that IIS has been properly activated, you can check that the welcome page of IIS can be opened by opening a internet explorer and entering the URL: localhost



7- ANNEX- SIP CONFIGURATION FOR DIFFERENT PBXS Settings for FonomailSIP.ini for different PBXs.

Brand Pbx Model Ini files CTI Setup Advanced settings

Aastra Neris File [Globales.ini ] TRNFTYPE ,60 ,WORD,1 = 11

CTI Setup-Advanced-ICR Not CTI B.Transfer: yes

Aastra Opencom File [Globales.ini ] TRNFTYPE ,60 ,WORD,1 = 4


Alcatel OXO File [FonomailSIP.ini ] ByeSpecial=1 InviteTDE=1 InviteNS1000=1 File [Globales.ini ] TRNFTYPE ,60 ,WORD,1 = 11


Alcatel OXE File [Globales.ini ] TRNFTYPE ,60 ,WORD,1 = 11


Avaya IP Office -

-

Cisco Cisco UCM File [FonomailSIP.ini ] NoSendTransfered=1 File [Globales.ini ] TRNFTYPE ,60 ,WORD,1 = 11


LCR LCR File [Globales.ini ] TRNFTYPE ,60 ,WORD,1 = 4


Panasonic NS1000 File [FonomailSIP.ini ] InviteNS1000=1 File [Globales.ini ] TRNFTYPE ,60 ,WORD,1 = 4


Panasonic TDE File [FonomailSIP.ini ] InviteTDE=1 InviteNS1000=1 File [Globales.ini ] TRNFTYPE ,60 ,WORD,1 = 10

CTI Setup-Advanced-ICR Not CTI B.Transfer: yes Not CTI Redirect: yes

Unify OpenScape Business

Unify Openscape Voice

Unify Hipath 3000



8- ANNEX- SIPHON – SIP TEST TOOL SiPhon is a tool that allows to REGISTER, MAKE and ANSWER calls, TRANSFER and HANG-UP useful to troubleshoot the Fidelity SIP extensions. To make manual tests with SIPhon, please be sure to stop Jusan Sara, Jusan SIMON and Jusan Manejador. Then start only Jusan SIMON and open SiPhon to do the related test. After your tests are finished, please remember to start Jusan SIMON, Jusan SARA and Jusan Supervisor services for the normal operation.

JUSAN S.A. Jusan is one of the global leaders in value added solutions for telephony, with 40 years' experience in the telecommunications sector, with consolidated products present in more than 40 countries and certified by top market players. Jusan designs, sells and supports solutions for Call Centers, Call Recording, CTI, Vocal Servers and Call Billing and Traffic Analysis, through a network of partners and distributors, and closely cooperates with leading carriers and manufacturers for the certifications of interoperability between its applications and the most prestigious telephone systems in the market. Windows is a trade mark of MICROSOFT CORPORATION Reference: D505XXJUSUX01EN JUSAN, S.A. reserves the right, for the benefit of its customers, to modify the product specifications without prior notice.

www.jusan.es | tel. +34 914 560 110 | fax +34 915 531 411 | [email protected] | © Jusan S.A. 2019

INNOVATIVE CLOUD TECHNOLOGY