Interactive Intelligence Audiocodes Mediant 800 based, HP ProLiant Gen8 Medium Installation And Configuration Manual

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Interaction Media Server Appliance

Installation and Configuration Guide

Audiocodes Mediant 800 based Media Server

HP ProLiant Gen8 Medium Interaction Media Server

HP ProLiant Gen8 Large Interaction Media Server

Interaction Media Server ™ 4.0

Interaction SIP Proxy Server ™ 4.0

Last updated April 10, 2014

(See Change Log for summary of changes made to this document since GA.)

Abstract

The Interaction Media Server appliance is a pre-built Windows Server 2008 R2 server. Additional configuration is required once the server is connected to the network. This guide describes the basic installation and configuration process for the Interaction Media Server Appliance.

Interactive Intelligence, Inc.

7601 Interactive Way

Indianapolis, Indiana 46278

Telephone/Fax (317) 872-3000

www.ININ.com

DC-014-4.0-IMSD-03

Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, ION, icNotify, Interaction Mobile Office, Interaction Optimizer, and the “Spirograph” logo design are registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Group, Inc., Interaction Center Platform, Interaction Monitor, Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive Intelligence,

e-FAQ and Interaction Director are registered trademarks of Interactive Intelligence, Inc. e-FAQ Knowledge Manager, Interaction FAQ, and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2002-2014 Interactive Intelligence, Inc. All

rights reserved.

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rights reserved.

Interaction Process Automation is a trademark of Interactive Intelligence, Inc. Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ©2009-2014 Interactive Intelligence, Inc.

Interaction Edge and Interaction Mobilizer are registered trademarks of Interactive Intelligence, Inc. Interaction SIP Bridge, Interactive

Intelligence Marketplace℠, Interactive Intelligence Communications as a Service℠, CaaS Quick Spin™, and Interactive Intelligence CaaS℠ are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2012-2014 Interactive Intelligence, Inc. All rights reserved.

Bay Bridge Decisions, Interaction Script Builder, and Interaction Speech Recognition are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2013-2014 Interactive Intelligence, 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 Initia l 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 internationa l copyr ight 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.

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

DISCLAIMER

tools, training or methods documented by Interactive.

Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000

www.ININ.com

Interaction Media Server is a trademark of Interactive

Interaction Center Platform statement

This document may describe Interaction Center (IC) features that are not available or licensed in your IC product. Multiple products are based on the Interaction Center Platform, and some features are disabled or unavailable in some products.

Products based on the Interaction Center Platform include:

• Interactive Intelligence Customer Interaction Center® (CIC)

• Messaging Interaction Center™ (MIC™)

Since these products share some common features, this document is intended for use with all IC products, unless specifically stated otherwise on the title page or in the context of the document.

How do I know if I have a documented feature?

Here are some indications that the documented feature is not currently licensed or available in your version:

• The menu, menu item, or button that accesses the feature appears grayed-out.

• One or more options or fields in a dialog box appear grayed-out or do not appear at all.

• The feature is not selectable from a list of options.

If you have questions about feature availability, contact your vendor regarding the feature set and licenses available in your version of this product.

Interaction Media Server Appliance Installation and Configuration Guide 3

Table of Contents

Introduction .................................................................................................................. 7

About the Interaction Media Server appliance..................................................................... 7

Interaction Media Server appliance contents ...................................................................... 7

Safety precautions (Medium and Large Interaction Media Servers only) ................................. 7

About this guide ............................................................................................................. 8

For more information ...................................................................................................... 8

Interaction Media Server appliance hardware specifications ............................................... 8

Factory Image Restoration Procedures (Medium and Large Interaction Media Servers only) . 8

Interaction Media Server Technical Reference .................................................................. 8

Interaction SIP Proxy Technical Reference....................................................................... 9

Interaction Recorder Remote Content Service (not available on all models) ......................... 9

Interaction Session Manager (not available on all models) ................................................ 9

IC Documentation Library ........................................................................................... 10

Interactive Intelligence Support website ....................................................................... 10

Interactive Intelligence Test Lab site ............................................................................ 10

Set up the Interaction Media Server appliance ............................................................ 11

Preliminary hardware setup ........................................................................................... 11

Complete the Windows Server installation ....................................................................... 11

Interaction Recovery Module (Medium and Large Interaction Media Servers only) ................ 13

Add the server to the domain ......................................................................................... 13

View Network Fault Tolerant (NFT) network interface controller teams ................................ 15

Interaction Media Server licenses ................................................................................... 18

I3_FEATURE_MEDIASERVER_TYPE_STANDARD ............................................................. 18

I3_LICENSE_MEDIASERVER_MAX_MEDIA_ENGINES ...................................................... 18

Media sessions .......................................................................................................... 18

Basic sessions ........................................................................................................... 18

Conference sessions ................................................................................................... 18

Fax sessions .............................................................................................................. 19

I3_LICENSE_MEDIA_SERVER_G.729_SESSIONS ............................................................ 19

Acquire an Interaction Media Server license ..................................................................... 19

Apply an Interaction Media Server license ........................................................................ 19

Apply the Interaction SIP Proxy license ........................................................................... 22

Disable Interaction SIP Proxy ......................................................................................... 23

Optional post-installation configuration ...................................................................... 25

Save an as-configured system state ................................................................................ 25

Enable Integrated Lights-Out 4 (iLO 4) (Medium and Large Interaction Media Servers only) .. 25

Install Interaction Recorder Remote Content Service ......................................................... 25

Install Interaction Session Manager ................................................................................ 31

Change log .................................................................................................................. 35

Interaction Media Server Appliance Installation and Configuration Guide 5

Introduction

The Interaction Media Server appliance is a pre-certified server that supports IC applications out of the box. Interaction Media Server is a required subsystem of Interaction Center. Its main purpose is to handle IP-based audio streams. These audio streams include Voice-over-IP (VoIP) active call connections, recordings, and the playing of prompts. This guide describes the Interaction Media Server appliance and the basic installation and configuration process.

In this section:

• About the Interaction Media Server appliance

• Interaction Media Server appliance contents

• Safety precautions

• About this guide

• For more information

About the Interaction Media Server appliance

The Interaction Media Server appliance is a pre-built Windows Server 2008 R2 server. The Interaction Media Server and Interaction SIP Proxy software are pre-installed on the server, and additional configuration is required once the server is connected to the network.

Interaction Media Server appliance contents

Included in the box with the Interaction Media Server appliance are the following items:

• Medium and Large Interaction Media Servers only: The certified Media Server, including an internal USB flash drive (“Interaction Recovery Module”) for restoring the factory image.

• Medium and Large Interaction Media Servers only: Factory Image Restoration Procedures technical reference, HP Proliant server documentation/documentation disk, HP iLO Advanced License (1-yr),

• Interaction Media Server appliance “goody bag” containing Interaction Media Server Appliance Installation and Configuration Guide (this guide), Quality Assurance Report, and Burn In Report.

• Rails for the server rack, along with accompanying documentation.

Safety precautions (Medium and Large Interaction Media Servers only)

Please review the safety precautions included in the HP documentation for information about rack mounting considerations, electrical and general safety guidelines, and server setup. You can find more information on the enclosed HP Proliant documentation disk, on the HP ProLiant Servers page at http://hp.com/go/foundation or at the HP Technical Support site at http://www.hp.com/cgibin/hpsupport/index.pl

Interaction Media Server Appliance Installation and Configuration Guide 7

Introduction

About this guide

This guide provides the procedures necessary for a successful basic installation and configuration of an Interaction Media Server appliance, pre-installed components, and staged-for-installation components.

The guide is intended for partners and implementers who plan to install and configure the appliance. While the Interaction Media Server appliance simplifies the installation process, it does not eliminate the need for a qualified installer.

For more information

For more information about the Interaction Media Server appliance and Interaction Media Server in general, see the documents and website pages listed in this section.

Interaction Media Server appliance hardware specifications

For information about your server’s hardware specifications and hard drive configuration, contact

GlobalLogistics@inin.com

Factory Image Restoration Procedures

(Medium and Large Interaction Media Servers only)

See the Factory Image Restoration Procedures document for instructions on how to restore the factory image (operating system and/or any Interactive Intelligence software) using an internal USB flash drive (“Interaction Recovery Module”).

The Factory Image Restoration Procedures document is included in the box with the Interaction Media Server appliance, and is also located in the Packaged Hardware Documents section of the IC Documentation Library.

Check the IC Documentation Library on the Support website at https://my.inin.com/support/products/ic40/Documentation/index.htm for the latest version.

Interaction Media Server Technical Reference

Interaction Media Server Appliance Installation and Configuration Guide (this guide) makes many references to Interaction Media Server Technical Reference, the guide for new installation and configuration of Media Server 4.0.

Note: The Interaction Media Server Technical Reference includes detailed Media Server installation procedures, functional overviews, configuration details, and optional prerequisites and postinstallation procedures.

The Interaction Media Server Technical Reference is available in the Technical Reference Documents section of the IC Documentation Library. Check the IC Documentation Library on the Support Web site at https://my.inin.com/support/products/ic40/Documentation/index.htm latest version. This document is also located in the Interaction Media Server Appliance’s D:\ININ Documentation directory.

for the

Interaction Media Server Appliance Installation and Configuration Guide 8

Interaction SIP Proxy Technical Reference

Interaction SIP Proxy is a program that enables a server to act in a similar fashion as an Interaction Center server in its ability to route SIP calls to a local area network (LAN), a wide area network (WAN), or to the Public Switched Telephone Network (PSTN).

Additionally, Interaction SIP Proxy can host configuration files and firmware for IP telephones, facilitate locally-based call routes, and provide consistent call routing should a network connection or an Interaction Center server interruption occur.

Note: The Interaction SIP Proxy Technical Reference provides installation and upgrade instructions for the Interaction SIP Proxy software, and also describes initial configuration tasks needed for operation.

The Interaction SIP Proxy Technical Reference is available in the Packaged Hardware Documents section of the IC Documentation Library. See the IC Documentation Library on the Support website at https://my.inin.com/support/products/ic40/Documentation/index.htm document is also located in the Interaction Media Server appliance’s D:\ININ Documentation directory.

for the latest version. This

Interaction Recorder Remote Content Service (not available on all models)

Interaction Recorder Remote Content Service facilitates the retrieval and storage of both audio and screen recordings in your Interaction Center environment. This capability offloads those actions from the Interaction Recorder server that resides on the Interaction Center server thereby granting the Interaction Center server more processing and bandwidth resources for facilitating and handling interactions.

The Interaction Recorder Remote Content Service install is available as a shortcut on the Interaction Media Server appliance desktop (not available on all models).

For licensing, requirements, and installation and configuration instructions, see the Interaction Recorder Remote Content Service Installation and Configuration Guide in the Technical Reference Documents section of the IC Documentation Library.

Check the IC Documentation Library on the Support website at

https://my.inin.com/support/products/ic40/Documentation/index.htm

document is also located in the Interaction Media Server appliance’s D:\ININ Documentation directory.

for the latest version. This

Interaction Session Manager (not available on all models)

Interaction Session Manager is an Interaction Center server subsystem designed to interact with client applications written with IceLib. It provides a layer of business logic, security, and caching that enables commonly shared behavior between client applications. In larger environments, one or more Interaction Session Manager instances can be installed on “off-server” machines to off-load CPU and memory utilization that could potentially affect the performance of the Interaction Center server, if run on the same physical machine.

The Interaction Session Manager install is available as a shortcut on the Interaction Media Server appliance desktop (not available on all models).

For more information on planning, licensing, requirements, and configuration instructions, see Session Manager Developer Application Note in the Technical Reference Documents section of the IC Documentation Library.

See the IC Documentation Library on the Support website at

https://my.inin.com/support/products/ic40/Documentation/index.htm

document is also located in the Interaction Media Server appliance’s D:\ININ Documentation directory.

Interaction Media Server Appliance Installation and Configuration Guide 9

for the latest version. This

Introduction

For more information

IC Documentation Library

The IC Documentation Library merges all help systems and documentation installed on the Interaction Media Server into a single searchable unit. You can view or search the entire documentation set for a document title, topic, term, or keyword. The IC Documentation Library is available on the Support website at

https://my.inin.com/support/products/ic40/Documentation/index.htm

Interactive Intelligence Support website

The IC 4.0 Support website at https://my.inin.com/support/products/ic40/Pages/default.aspx is the central location for the latest IC 4.0 release information, documentation, system software and hardware requirements, telephony platform information, Service Updates, and downloadable utilities.

Interactive Intelligence Test Lab site

The Interactive Intelligence Test Lab site at http://testlab.inin.com/ is a resource for tracking hardware and software components recommended for use with Interaction Center products, tested and approved by Interactive Intelligence.

Interaction Media Server Appliance Installation and Configuration Guide 10

Set up the Interaction Media Server appliance

After you confirm the Interaction Media Server appliance contents, review safety precautions, and understand where to obtain help and additional resources information, you are ready to set up the Interaction Media Server appliance.

In this section, you will learn how to:

• Perform the preliminary hardware setup

• Complete the Windows server OS installation

• Locate the Interaction Recovery Module

• Add the server to the domain

• View Network Fault Tolerant (NFT) Network Interface Controller teams

• Retrieve the required Interaction Media Server licenses

• Apply the Interaction Media Server license and the Interaction SIP Proxy Server license

Preliminary hardware setup

When the Interaction Media Server appliance arrives, unpack it and connect it to the appropriate Ethernet network.

1. Unpack the appliance and install it on a rack with monitor and keyboard access.

2. Connect the appliance to the network.

3. Turn on the appliance. The machine runs through a series of installation and system settings applications and then reboots. The Set Up Windows wizard opens.

Complete the Windows Server installation

This section describes how to run the Set Up Windows wizard and perform other tasks to complete the Windows Server 2008 R2 operating system installation.

1. Run the Set Up Windows wizard. The system installs applicable devices, applies system settings, and reboots the machine. When the system reboots, the Set Up Windows dialog opens.

Interaction Media Server Appliance Installation and Configuration Guide 11

Set up the Interaction Media Server appliance

Complete the Windows Server installation

2. Select the appropriate Country or Region, Time and Currency, and Keyboard layout from the respective drop-down lists and click Next.

3. In the Microsoft Software License Terms dialog, review the agreement, select the I accept the license terms check box, and click Start.

4. After Windows finalizes the settings and returns a message stating the user’s password must be changed before logging on for the first time, click the OK button. The Administrator login appears.

5. Type the Administrator password, enter it again to confirm the password, and then click the right arrow key.

6. When the Your password has been changed message appears, click the OK button. Windows prepares your desktop.

7. Minimize the Initial Configuration Tasks dialog and double-click the HP Software License Agreement icon located on the Desktop.

8. Medium and Large Interaction Media Servers only: When the Hewlett Packard

Software License Agreement screen opens, review the agreement and click I Agree.

Note: If you click I Disagree, the Shutdown Server? dialog appears. Click Yes to shut down

the server.

9. Maximize the Initial Configuration Tasks dialog to configure the server. For example, you can set computer information, install updates and determine how future updates are received, and customize settings.

Interaction Media Server Appliance Installation and Configuration Guide 12

Interaction Recovery Module

(Medium and Large Interaction Media Servers only)

This Interaction Media Server appliance is equipped with a factory restore feature using an internal USB flash drive (“Interaction Recovery Module”). This module does not appear under My

Computer but is visible in the Disk Management console as the ININ_RECOV volume.

Important: Do not attempt to mount or modify the contents of the Interaction Recovery Module.

Doing so may result in the inability to restore the system to its factory state in the future.

For instructions on how restore the appliance (operating system and/or any Interactive Intelligence software) to its factory state using the Interaction Recovery Environment software stored on the Interaction Recovery Module, see the Factory Image Restoration Procedures technical reference included with the Interaction Media Server appliance.

Add the server to the domain

This section describes how to join the Interaction Media Server appliance to the domain.

1. Open the Start menu and select Computer. The Computer dialog opens.

2. Select System properties. The System dialog opens.

Interaction Media Server Appliance Installation and Configuration Guide 13

Set up the Interaction Media Server appliance

Add the server to the domain

3. In the Computer name, domain, and workgroup settings area click Change settings. The System Properties dialog opens.

4. Click Change. The Computer Name/Domain Changes dialog opens.

5. Enter the following information in the Computer Name/Domain Changes dialog:

• Computer name: Keep the same server name or, if requested by the network

administrator, type a new server name.

• Member of: Select Domain and type the appropriate domain name.

Interaction Media Server Appliance Installation and Configuration Guide 14

6. Click OK. The Windows Security dialog opens.

7. In the User name and Password fields, type the appropriate credentials and click OK. The Computer Name/Domain Changes displays a message, welcoming you to the domain.

8. Click OK. The Computer Name/Domain Changes dialog displays a message indicating that you must restart the computer to apply the changes.

9. Click OK.

10. On the System Properties dialog, click OK. The Microsoft Windows dialog opens, and displays a message, again indicating that you must restart the computer to apply the changes.

11. Click Restart Now.

View Network Fault Tolerant (NFT) network interface controller teams

When a user logs onto Interaction Media Server for the first time, the HP Network Configuration Utility automatically creates a Network Fault Tolerant NIC (Network Interface Controller) team using all available NICs for the particular server. Interaction Media Server teams available NICs to provide redundancy for reliability purposes if a network link fails.

Note: An Interaction Center Media Server, or any server that deals with real time audio across the network, may only use certain forms of adapter teaming. Some vendors may use varying terms for different teaming models, but the basic rule is that only fault-tolerant configurations are supported.

Interactive Intelligence software does not support a teaming method that employs load balancing due to increased jitter incidence in the RTP audio streams that Voice over Internet Protocol (VoIP) solutions use. The stream's assembly becomes less reliable, resulting in packet loss or latency as the jitter buffer attempts to handle out of sequence packets. The only teaming type to use for audio and signaling is a fault tolerant type.

You can view NIC teams in the HP Network Configuration Utility (NCU).

Interaction Media Server Appliance Installation and Configuration Guide 15

Set up the Interaction Media Server appliance

View Network Fault Tolerant (NFT) network

To open the HP Network Configuration Utility (NCU):

1. In the system tray, click the double arrows and from the menu that appears, double-click the HP icon.

The HP Network Configuration Utility dialog opens:

Interaction Media Server Appliance Installation and Configuration Guide 16

2. Click OK. The HP Network Configuration Utility Properties dialog opens.

Note: The above dialog shows an Interaction Media Server with 4 NICs combined into one NIC

team (HP Network Team #1).

3. Double-click the team name (for example, HP Network Team #1). The Team Properties dialog opens.

From the Team Properties dialog, you can view the NIC team’s properties and modify settings if necessary.

Interaction Media Server Appliance Installation and Configuration Guide 17

Set up the Interaction Media Server appliance

Interaction Media Server licenses

Interaction Media Server requires the following licenses in the Interaction Center environment:

I3_FEATURE_MEDIASERVER_TYPE_STANDARD

You need one instance of this license for each physical Interaction Media Server. This license is unique and is associated with the host ID of the computer on which Interaction Media Server is installed.

I3_LICENSE_MEDIASERVER_MAX_MEDIA_ENGINES

Each instance of this license permits media engines to use 32 CPU cores, both physical and hyper- threaded, to process interactions on the host computer.

Media sessions

A media session is required for each audio operation on an Interaction Media Server. Basic sessions, conference sessions, and fax sessions all require a media session. You must have enough media sessions to support your purchased basic, conference, and fax sessions.

Basic sessions

Interaction Media Server requires a basic session for each external call. Basic sessions permit the following operations:

• Manual outbound calls

• Inbound Direct Inward Dialing (DID) calls

• Voice mail access through a telephony user interface (TUI) or Interaction Mobile Office

• Non-ACD workgroup calls

• Interaction Attendant voice actions

• Dial by name

• Dial extension

• Remote access

• Play an Interaction Voice Response (IVR) menu

Each basic session requires a media session. Basic sessions are defined in the Interaction Center server license.

Note: Configured remote stations do not require sessions while dynamic stations do. For more information about the different types of stations, see the "Remote Station Types" topic in Interaction Client Help.

Conference sessions

Each participant in an ad-hoc or scheduled CIC conference call requires a conference session. External parties also use a basic session to participate in a CIC conference call. Each conference session requires a media session. Conference sessions are defined in the Interaction Center server license.

Interaction Media Server Appliance Installation and Configuration Guide 18

Fax sessions

Fax communications through Interaction Media Server require a fax session, a basic session, and a media session for each external fax call. Fax sessions are defined in the Interaction Center server license.

I3_LICENSE_MEDIA_SERVER_G.729_SESSIONS

The G.729 codec requires less bandwidth usage at the expense of dynamic audio range. The G.729 codec is proprietary and requires that you purchase licenses for each interaction that uses the codec. The number of licenses that you purchase must equal the maximum number of simultaneous interactions that you want to support. For example, if you have two Interaction Media Servers that support up to 100 simultaneous G.729 sessions each, purchase 200 sessions in the Interaction Center license. Use the Interactive Intelligence Online Ordering System to purchase these licenses. You can then download the license from the Interactive Intelligence License Management website at the following URL address:

http://license.inin.com.

Acquire an Interaction Media Server license

The Interactive Intelligence License Management website (http://license.inin.com) enables you to create Interaction Media Server and Interaction Center licenses. If you have purchased the appropriate products, you are certified and authorized to generate these licenses through the website.

If you are not certified to log on to this website, you can contact Interactive Intelligence through this e-mail address:

When you contact Interactive Intelligence through this e-mail address, include your order number and request a license file. If you are installing the Interaction Media Server software on your own hardware, which was not purchased from Interactive Intelligence, include your server name and MAC address ID numbers for the machine that you intend to host Interaction Media Server.

For more information on generating your Interaction Center server license for Interaction Media Server, see the Interaction Center Licensing Overview Technical Reference document.

licenseissues@inin.com

Apply an Interaction Media Server license

After you acquire an Interaction Center license that includes Interaction Media Server, you must apply it to both Interaction Media Server and Interaction Center.

1. Load the license on Interaction Media Server:

a. Place your Interaction Center license on a local or shared network location.

b. Open a web browser and navigate to the URL and port number of the Interaction Media

Server Web interface.

Note: See the following example for the format of specifying this URL. Your address will likely be different. The default HTTP port is 8083 (HTTP for a non-secure connection) and the default HTTPS port is 446 (HTTPS for a secure connection).

http://mediaserver1:8083/

The webpage prompts you to supply a user name and password.

Interaction Media Server Appliance Installation and Configuration Guide 19

Set up the Interaction Media Server appliance

Apply an Interaction Media Server license

c. Log on to the Media Server configuration webpage with the administrative user ID and

password. The Status-About page opens.

d. In the upper right corner, select the Config icon. The Config-Servers page is displayed.

e. On the left side of the page, select the License tab. The Config-License page opens.

f. Click the Add License hyperlink to open the To add a License page.

Interaction Media Server Appliance Installation and Configuration Guide 20

g. Follow the instructions at the top of the To add a license page.

h. After you load the license, select the Servers icon on the left side of the page.

i. Choose an Interaction Center server to which this Interaction Media Server will connect and

select the Server button associated with that server. The Configuration of Command Server page opens.

j. In the Accept sessions list, select Yes and then select the Apply Changes button.

k. Repeat the Accept sessions configuration for each Interaction Center server with which

this Interaction Media Server will communicate.

2. Load the license on Interaction Center:

a. Place the license file in a local or network-accessible directory.

b. Open Interaction Administrator, select File, then choose License Management. The

License Management dialog opens.

c. Select the Load License button. The Load License dialog opens.

d. In the Load License dialog, navigate to the location where the license file is stored and

double-click the license file. The included licenses and features are loaded into Interaction Center.

e. Select Close to complete the process. The Interaction Media Server that you configured to

communicate with this Interaction Center server is now displayed in Interaction Administrator under the Configuration > Media Servers > Servers object.

Interaction Media Server Appliance Installation and Configuration Guide 21

Set up the Interaction Media Server appliance

Apply the Interaction SIP Proxy license

Interaction SIP Proxy is pre-installed on the hard drive of the appliance and its service starts automatically. However, Interaction SIP Proxy remains idle until it is activated with a license file and configured to manage SIP traffic.

After you acquire an Interaction Center license that includes Interaction SIP Proxy, you must load the license through the Interaction SIP Proxy interface.

1. Place the Interaction SIP Proxy license on a local or shared network location.

2. Open a web browser and navigate to the URL and port number of the Interaction SIP Proxy web interface. The URL prompts you to supply a user name and password.

Note: See the following example for the format of specifying this URL. Your address will likely be different. The default HTTP port is 8080 (HTTP for a non-secure connection) and the default HTTPS port is 442 (HTTPS for a secure connection).

http://mediaserver1:8080/

3. Log on to the Interaction SIP Proxy configuration webpage with the IC administrative user ID and password. The default User Name is admin and the default Password is 1234. Be sure to change these default values as soon as possible.

Note: The exact appearance of the credentials dialog depends on which browser you use. For example:

4. Click OK. The Status-About page opens, indicating that a license is required.

Interaction Media Server Appliance Installation and Configuration Guide 22

5. Select the License page hyperlink. The System-License page opens.

6. Follow the instructions at the top of the page.

For more information about documentation and licensing Interaction SIP Proxy, see the Interactive Intelligence website: https://my.inin.com/support/products/sipproxy40/Pages/default.aspx click the Help icon in the Interaction SIP Proxy web interface.

, or

Disable Interaction SIP Proxy

If you do not intend to use Interaction SIP Proxy, you can disable it from the Services dialog.

To disable Interaction SIP Proxy:

1. Open the Start menu, select Administrative Tools, and choose Component Services. The Component Services dialog opens.

Interaction Media Server Appliance Installation and Configuration Guide 23

Set up the Interaction Media Server appliance

Disable Interaction SIP Proxy

2. Select the Services (Local) node and in the Services (Local) list, double-click Interaction SIP Proxy. The Interaction SIP Proxy Properties dialog opens.

3. In the Startup type drop-down list, select Disabled.

4. Click OK. Interaction SIP Proxy is disabled until you change the Startup type to Automatic.

Interaction Media Server Appliance Installation and Configuration Guide 24

Optional post-installation configuration

The Interaction Media Server appliance at the customer site may also include one or more optional servers/services. Most require additional licenses and customization.

After you set up the Interaction Media Server appliance, you can optionally install other applications and utilities.

In this section, you will learn how to:

• Save an as-configured system state

• Enable Integrated Lights-Out 4

• Install Interaction Recorder Remote Content Service (not available on all models)

• Install Interaction Session Manager (not available on all models)

Save an as-configured system state

This feature allows you to save the current system state for restoration at a future date (if necessary). You can save all configuration changes made to the server during setup, and thus restore the previously-configured system state if the server needs to be restored after a server component failure (hard drive failure, etc.). If you want to use this feature, it is recommended to do so soon after a good working configuration is in place. See the Factory Image Restoration Procedures document for more information.

See the IC Documentation Library on the Support website at

https://my.inin.com/support/products/ic40/Documentation/index.htm

, for the latest version.

Enable Integrated Lights-Out 4 (iLO 4)

(Medium and Large Interaction Media Servers only)

Integrated Lights-Out 4 (iLO 4) provides remote administrative access for server management. This server comes with a 1-year HP iLO Advanced Single Server License packaged in the box. If desired, user will need to enter license information.

Install Interaction Recorder Remote Content Service

The Interaction Recorder Remote Content Service install is available as a shortcut on the Interaction Media Server appliance desktop, which not available on all models.

This section contains Interaction Recorder Remote Content Service installation procedures. For prerequisites, requirements, licensing, configuration, and other procedures, see Interaction Recorder Remote Content Service Installation and Configuration Guide in the Technical Reference Documents section of the IC Documentation Library. The IC Documentation Library is located on the Support website at https://my.inin.com/support/products/ic40/Documentation/index.htm document is also located in the Interaction Media Server appliance’s D:\ININ Documentation directory.

. This

Interaction Media Server Appliance Installation and Configuration Guide 25

Optional post-installation configuration

Install Interaction Recorder Remote Content

To install Interaction Recorder Remote Content Service:

1. On the Interaction Media Server desktop, double-click the Click to Install Interaction Recorder Remote Content Service icon. The Welcome to the Interaction Recorder Remote Content Service Setup Wizard for IC 4.0 dialog opens.

2. Click Next. The Custom Setup dialog opens.

3. If applicable, do the following optional actions:

• To access custom installation features, select the IR Remote Content Service Feature icon.

• To reset your Custom Setup selections to the default level, click Reset.

• To ensure that the hard drive has enough free space to install the software, click the Disk

Usage button and, in the resulting dialog, verify that you have at least 350 megabytes of free space.

• To choose a different installation location, click Browse and select a different directory.

Note: By default, the Interactive Intelligence QoS driver will be silently installed and the

certificate will be added to the Trusted Publishers list. If your site has reasons to modify this default behavior, see KB article Q131006915300479 and follow the instructions provided to modify the QoS properties and run the install using Group Policy or other methods.

Interaction Media Server Appliance Installation and Configuration Guide 26

4. Click Next. The IR Remote Content Service Connection dialog opens.

5. In the Maximum Connections text box, enter a number that corresponds to the number of simultaneous recording playback connections that can be made to Interaction Recorder Remote Content Service. Valid values range from 0 (zero) to 16.

6. In the Remote Host Port text box, enter the port number on this server that Interaction Recorder Remote Content Service will use for communications to Interaction Recorder, Interaction Recorder Client, and Interaction Media Server.

Note: Ensure that the port number is not in use by any other service or application. This also applies to the Interaction Center server and Interaction Media Server.

7. Click Next. The Please specify the IC Servers dialog opens.

8. In the Server Selection text box, enter the fully-qualified domain name of an Interaction Center server that will communicate with Interaction Recorder Remote Content Service and then click Add.

Note: If you have a fallback Interaction Center server, you should also enter it in the Server Selection field. If you add an erroneous entry, highlight that entry and select the Remove

button.

Interaction Media Server Appliance Installation and Configuration Guide 27

Optional post-installation configuration

Install Interaction Recorder Remote Content

9. If necessary, repeat the previous step for any additional Interaction Center servers that you want to connect with this Interaction Recorder Remote Content Service server.

10. Click Next. The Domain User Validation dialog opens.

11. In the Password text box, enter the password of the currently logged in user.

Note: The user account that you used to log on to this server machine must be a member of the Administrators group and must be able to access the shared network resources of the Interaction Media Server.

12. Click Next. The IC Server Name dialog opens.

13. In the IC Server Name text box, enter the fully-qualified domain name for the main Interaction Center server and then click Next. This step creates the necessary security certificates to that the systems can communicate.

14. If the Interaction Center server resides in a different domain than the machine on which you are installing Interaction Recorder Remote Content Service, select the Use IC Credentials To Login To IC Server check box.

15. In the User and Password textboxes, supply the credentials of a defined Interaction Center server administrator.

Interaction Media Server Appliance Installation and Configuration Guide 28

16. Click Next. The Ready to install Interaction Recorder Remote Content Service dialog opens.

17. Click Install to begin the installation process. The Installing Interaction Recorder Remote Content Service dialog appears. It displays a Status bar and messages as the installation.

Interaction Media Server Appliance Installation and Configuration Guide 29

Optional post-installation configuration

Install Interaction Recorder Remote Content

18. When the installation is complete, click Finish in the Completed the Interaction Recorder Remote Content Setup wizard dialog.

Interaction Media Server Appliance Installation and Configuration Guide 30

Install Interaction Session Manager

The Interaction Session Manager install is available as a shortcut on the Interaction Media Server appliance desktop (not available on all models).

This section contains Interaction Session Manager installation procedures. For information on planning, licensing, requirements, and configuration instructions, see Session Manager Developer Application Note in the Technical Reference Documents section of the IC Documentation Library.

The IC Documentation Library is located on the Support website at

https://my.inin.com/support/products/ic40/Documentation/index.htm

located in the Interaction Media Server appliance’s D:\ININ Documentation directory.

To install Interaction Session Manager:

1. On the Interaction Media Server desktop, double-click the Click to Install Interaction Session Manager icon. The Welcome to the Interaction Recorder Remote Content Service

Setup Wizard for IC 4.0 dialog opens.

. This document is also

Interaction Media Server Appliance Installation and Configuration Guide 31

Optional post-installation configuration

Install Interaction Session Manager

2. Click Next. The Session Manager Setup/Custom Setup dialog opens.

3. Click Next. The Domain User Validation dialog opens.

4. Enter the user name, password, and domain that you want to associate with this instance of Session Manager

Note: The information you enter is used to connect to the IC server and as the account under which the local service process runs. This account must be an IC account that is bound to an NT domain account. The NT user must have local administrator rights for the server on which you are installing Session Manager.

Interaction Media Server Appliance Installation and Configuration Guide 32

5. Click Next. The Interaction Center Server and Credentials dialog opens.

Note: If the installation is utilizing WAN-switchover, then the IC server Name specified must be

the particular IC server of the WAN-switchover pair to which this off-server Session Manager instance is to stay connected.

6. Enter the name of the active IC server, enter IC credentials if preferred, and then click Next. The Ready to install IC Session Manager dialog opens.

Interaction Media Server Appliance Installation and Configuration Guide 33

Optional post-installation configuration

Install Interaction Session Manager

7. Click Install to begin the installation process. The Installing IC Session Manager dialog opens. It displays a Status bar and messages as the installation progresses.

8. When the installation is complete, click Finish in the Completed the IC Session Manager Setup Wizard dialog.

The installation program performed the following operations:

• Copied the Session Manager files to the target directory

• Created certificates to connect with the IC server

Note: Be sure to trust the certificate through Interaction Administrator.

• Created services to run Session Manager (IC Session Manager Service and I3 Windows Service Monitor)

• Started the services

Interaction Media Server Appliance Installation and Configuration Guide 34

Change log

Change Log Date Changed…

3/29/2012 • Updated changes to and the location of the Factory Image Restoration

Procedures technical reference. It is available in the box and in the

Packaged Hardware Documents section of the IC Documentation Library.

• Updated the location of the Interaction Media Server Technical Reference is available in the Packaged Hardware Documents section

of the IC Documentation Library.

• Interaction Media Server and Interaction SIP Proxy are now preinstalled on the Interaction Media Server appliance. Included information on how to access the Installation and Configuration Guides for each, and procedures to install licenses for both applications.

• Added information on Network Fault Tolerant (NFT) Network Interface Controller Teams and how to view these NIC teams in the HP Network Configuration Utility (NCU).

• Interaction Recorder Remote Content Service and Interaction Session

Manager are optional post-installation applications, with shortcuts on the desktop. Included information on installing these features, as well as the location of installation and configuration guides for both applications.

3/15/2013 • Updated Title page, Copyright page and Platform Statement page.

• Updated document part number

• Changed the HTTPS port number for media server to 446.

• Updated content to comply with Gen8 servers, which replace the G7

models.

7/8/2013 • Updated document to include Audiocodes Mediant 800 based Media

Server.

• Distinguished between Medium and Large Interaction Media Serverspecific information and Audiocodes Mediant 800 based Media Serverspecific information.

4/10/2014 • Updated Copyright and trademarks page.

• Updated content for licensing changes for Interaction Media Server.

• Updated content for Interaction SIP Proxy procedures.

Interaction Media Server Appliance Installation and Configuration Guide 35

Interactive Intelligence Audiocodes Mediant 800 based, HP ProLiant Gen8 Medium Installation And Configuration Manual

Specifications and Main Features

Frequently Asked Questions

User Manual