Oracle Audio Technologies Contact Center Anywhere User Manual

Contact Center Anywhere Installation Guide

Version 8.1 March 2007

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Chapter 1: What’s New in This Release

Chapter 2: CCA Overview and Requirements

CCA Architecture Overview 5

Tier Zero 6 Tier One 7

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Tier Two 7

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Tier Three 8

Software Requirements 8

CCA Installation Overview 10

Installing Required Software 10 Configuring Database for CCA 10 Installing CCA Server Components 10 Configuring Web Server 10 Getting Started With CCA 10

Chapter 3: Configuring the Database

Database Configuration Options 11

Configuring an Oracle 9i Database for CCA 11

Creating a New Oracle 9i Database 11 Upgrading an Older Oracle 9i Database for CCA 13

Configuring a MS SQL Server 2000 Database 14

Creating a New Database on MS SQL Server 2000 14 Upgrading Database on MS SQL Server 2000 16

Chapter 4: Installing CCA Server Components

Creating Database Connection to the Application Server 19

Creating an ODBC Data Source for Oracle 9i Database 20 Creating a TNS Name for Oracle 9i Database on Solaris 9/Red Hat AS4 20 Creating an ODBC Data Source for Ms SQL Server DB 21

Installing CCA Application Files 22

Installing the TCPIPBus 23

Configuring CCA Resources 25

Contact Center Anywhere Installation Guide Version 8.1 1

Contents

Using the Network Manager to Manage CCA Resources 25 Adding Shared and Dedicated Server Resources 26 Configuring Resources Using Network Manager 28 Starting and stopping TCPIPBus 34 Starting and Stopping CCA Resources 34

■

Chapter 5: Configuring the Web Server

Deploying CCA Web Applications on Oracle 10g Application Server (OAS 10g) 35

Creating JDBC Connection Pool on OAS 10g 36 Creating JDBC Data Source on OAS 10g 37 Deploying CCA Web Applications on OAS 10g 37

Deploying CCA Web Applications on WebLogic 8.1 SP5 40

Creating a New Server Domain 41 Installing WebLogic as a Windows Service 42 Deploying CCA web applications on WebLogic 42

Chapter 6: Getting Started With CCA

Logging in Administration Manager (AM) 47

Logging into the Integrated Client 47

Enabling the Partition Feature 48

Making interactions 48

Index

Contact Center Anywhere Installation Guide Version 8.1

1 What’s New in This Release

What’s New in Contact Center Anywhere Installation Guide, Version

8.1

Ta b le 1- 1 lists changes of the documentation described in this version to support release 8.1 of the

software.

Table 1-1. New Product Features in Contact Center Anywhere Installation Guide, Version 8.1

Topic Description

Deploying CCA Web Applications on Oracle 10g Application Server (OAS 10g) on page 35

Creating a TNS Name for Oracle 9i Database on Solaris 9/Red Hat AS4 on page 20

CCA web applications now can be deployed on Oracle 10g Application Server.

Red Hat Enterprise Linux AS4 is now supported by CCA.

Contact Center Anywhere Installation Guide Version 8.1 3

What’s New in This Release

■

Contact Center Anywhere Installation Guide Version 8.1

2 CCA Overview and

Requirements

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

■ CCA Architecture Overview

■ Tier Zero

■ Tier One

■ Tier Two

■ Tier Three

■ Software Requirements

■ CCA Installation Overview

■ Installing Required Software

■ Configuring Database for CCA

■ Installing CCA Server Components

■ Configuring Web Server

■ Getting Started With CCA

CCA Architecture Overview

Contact Center Anywhere (CCA) is a multi-channel e-contact center solution. It is built on a carriergrade architecture designed to address the concerns of unique provisioning, scalability, reliability, and economies of scale of Telcos and other service providers, who want to deploy hosted contact center technology in their networks.

Contact Center Anywhere Installation Guide Version 8.1 5

CCA Overview and Requirements

Architecturally, CCA is split into four tiers, as shown in Figure 1.

■ CCA Architecture Overview

Figure 1. CA Architecture Overview

Tier Zero

Tier Zero is also re f e r r e d to as the Internet Zone or the User Zone. This is where agents, supervisors, and administrators reside along with their respective interfaces. There are several communication threads that connect CCA to these users. For example, there is a session established between their PCs, using their Web-based interface, and the Web servers in the Tier One and Tier Two Zones. This session is supported over HTTP typically using port 80 (or user defined), or its more secure cousin, HTTPS, typically using port 443 on the firewall. Likewise, chat communications flow over HTTP and emails travel based on the native protocol of the corporate email server. In addition, call control messages and screen refreshes all use HTTP or HTTPS. Using these standard protocols and ports helps avoid unnecessary customizations of firewall rules, making CCA easy to implement, install, and maintain.

Agents and supervisors are also connected to the platform by the telephony network (either PSTN or Voice Over IP). When customers’ calls flow through the Telephony Servers in Tier Three from the network, a second call from one of Telephony Servers is placed to the appropriate agent and then they are patched together. Tier Zero of the architecture is where the CCA client applications reside and where connectivity to the outside world happens. Agents and the supervisors may be located wherever a broadband Internet connection or private network connection is available. This means Tier Zero extends into the home for remote agents.

Contact Center Anywhere Installation Guide Version 8.1

CCA Overview and Requirements ■ CCA Architecture Overview

Tier One

In reality, this is an optional tier that can be collapsed together into the Tier Two/DMZ zone. It shows how CCA fits into an overall multi-tiered communications infrastructure used by many companies. For example, many companies with distributed users and multiple sites, use a set of HTTP servers as the user interface to their DMZ zone, where various Web-based session servers reside. There are two reasons for doing this; namely load balancing and HTTP caching.

The interface handling and caching is typically managed by Reverse Proxy Servers and Basic HTTP Servers. HTTP servers can cache static information (such as images) and provide segmentation for additional tiers of security. This layer of HTTP servers is not part of the traditional CCA implementation, but usually exists in larger corporate environments.

Load balancers are an essential part of any architecture using multiple HTTP/J2EE servers. There are three functions load balancers perform:

■ Balancing the HTTP stream traffic amongst multiple HTTP.J2EE servers,

■ Off-loading of HTTPS-to-HTTP de-encryption (SSL encryption), and

■ Failover functions of re-directing HTTPS sessions from one HTTP/J2EE server to another.

CCA works with the Cisco CSS11500 content switch, which offers these three load balancing functions. Other gear may work as long as a persistent or sticky session from the Load Balancer can be maintained for each HTTP/J2EE server, but these are not certified.

Tier Two

This is where CCA's J2EE-based session servers live. A traditional firewall implementation in most corporate networks includes a DMZ zone to provide maximum security. DMZ access is based on rules set up by a security administrator, who dictates what communications are allowed through the DMZ zone to the internal Network Zone. CCA is engineered to work properly within this structure.

Client applications access the J2EE Web Session Server(s) supporting CCA using the standard port 80 for HTTP or port 443 for HTTPS. The J2EE Web Session Servers then request data and services from the application servers (in Tier Three/Network Zone) using port 9001 on the Company LAN. This traffic can be limited, using a firewall, to only accept traffic on that port from the specific Web server. No traffic is ever given the ability to directly reach the corporate data or application servers directly.

One of the most critical components of the CCA application is the J2EE Web Session Server. Located in the Tier Two/DMZ Zone, the J2EE Web Session Server handles all requests from all users and customers located in the Tier Zero/Internet & User Zone. These J2EE Web Session Servers handle dynamic information and act as the main entry to the system.

J2EE Web Session Servers are hosted in a standard computer. These standard computers run four types of software:

■ Off-the-shelf Web Server software, such as Oracle Web Session Server or BEA Systems WebLogic

■ CCA Application JSP pages

■ Servlets and other connectivity software, such as FTP and JDBC software

Contact Center Anywhere Installation Guide Version 8.1 7

CCA Overview and Requirements

■ A Web services library and interpretive layer. The Web Services interpretive layer acts as a

standard interface to the CCA native Web container.

In larger environments, such as overlay networks or service provider deployments, it is best to have separate physical servers set up as Report Servers. These serve all customers reports and extract data from secondary databases.

The Tier Two/DMZ zone is also a typical zone to house corporate mail servers. These corporate mail servers are not part of the CCA architecture per se, but they interface to CCA to facilitate unified messaging and identifying ACD Email projects.

In some cases, additional physical servers may be placed in the Tier Three/Network Zone to act as Email proxy servers. Do this when corporate Email servers use IMAP/4 protocols are in the Tier Two/ DMZ zone. The Email Proxies in the Tier Three/Network Zone perform protocol conversion duties (POP3/SMTP-to-IMAP/4).

■ Software Requirements

Tier Three

The Tier Three, which is also called the Network Zone, is where the Application Servers, File Servers, Database Servers, and Telephony Servers reside. The CCA application servers can be classified into separate functional areas or Resources. Each CCA resource is responsible for delivering specific functionality. CCA uses two types of resources in Tier Three; Shared Resources and Dedicated Resources.

■ Shared Resources are common system resources that are used systemwide. An example of a

shared resource is the Call Center Server. It is responsible for managing voice and switching functions between the Telephony Servers and the Public Switched Telephone Network (PSTN). Even though it defaults as a shared resource, it is possible to configure a Call Center Server to be used for only one company and to have still other Call Center Servers configured in the same system as shared.

■ Dedicated Resources are company-specific resources. These dedicated resources use private

data that can only be accessed by one company. This is part of CCA's partitioning and data security schema. For example, the ACD Server holds all of the routing rules for Company A. Therefore, it would not be used for Company B. So, Company B has its own, dedicated ACD Server running on its behalf. In an overlay network or service provider arrangement, it is typical to have multiple instantiations of the same type of dedicated resource running on the same physical server. For example, you may have 18 ACD Servers (each for its own dedicated use for a specific company) running on a single physical application server.

In the case of one company with many lines of business or departments, the system can be configured to allow each department or line of business to be set up as individual companies.

Software Requirements

Before installing CCA, verify that softwares in Ta b l e are installed on your system.

Contact Center Anywhere Installation Guide Version 8.1

CCA Overview and Requirements ■ Software Requirements

Table 2. Software Requirements

Item Requirement

Operating system One of the following operating system versions:

■ Microsoft Windows 2000 Server

■ Microsoft Windows 2003 Server(32-bit)

■ Sun Solaris 9 (32-bit or 64-bit)

■ Sun Solaris 10 (5.10)

■ Red Hat Enterprise Linux AS4 for x86

Database server One of the following database servers:

■ Microsoft SQL Server 2000 Service Pack 3

■ Oracle 9i Database Server

■ Oracle 10g Database Server

Web server One of the following Web servers:

■ Oracle Application Server 10g Release 3.

■ BEA WebLogic 8.1 Service Pack 5.

Client Web browser One of the following Web browser:

■ Microsoft Internet Explorer 6.

■ Microsoft Internet Explorer 7.

Others The following softwares must be installed:

■ Sun Java JDK 1.4.2_13 installed on Web server.

■ Sun Java JRE 1.5.0 Update 10 installed on client PC, where Web

browser is launches CCA.

■ FTP server: The FTP server hosts all voicemails, quality recordings,

agent and supervisor recordings, faxes, and so on. Typically, this server is a separate physical file server with plenty of disk space.

Optional tools ■ A media player on client PC to listen to voice mails, recordings, and son

on.

■ A sound recorder to record prompts.

■ Adobe Acrobat to view advanced reports.

■ SNMP client to receive traps generated by CCA SNMP agent.

■ Converter for wav-to-mp3 installed on the same host with FTP server

to run MP3 server.

Contact Center Anywhere Installation Guide Version 8.1 9

CCA Overview and Requirements

■ CCA Installation Overview

CCA Installation Overview

The CCA installation process consists of following phases:

Installing Required Software

Before installing CCA, make sure that all required software listed in “Software Requirements” on

page 8 section are installed. Ta b le 3 provides reference links to some softwares required by CCA.

Table 3. Some Required Software Reference Links

Software Reference Link

Microsoft SQL Server 2000 http://support.microsoft.com/kb/303747

Oracle 9i Database http://www.oracle.com/technology/documentation/

oracle9i.html

Oracle 10g Database http://www.oracle.com/technology/pub/articles/

smiley_10gdb_install.html

WebLogic 8.1 http://e-docs.bea.com/platform/docs81/install/index.html

Oracle 10g Application Server http://www.oracle.com/technology/pub/articles/smiley-

as10gr3-install.html

Configuring Database for CCA

Chapter 3 describes how to create database or upgrade an existing database for CCA.

Installing CCA Server Components

Chapter 4 describes how to install and configure all server resources (reside at Tier Three) needed

by CCA.

Configuring Web Server

Chapter 5 describes how to deploy CCA Web applications on WebLogic 8.1 SP5 and Oracle Application

Server 10g Release 3.

Getting Started With CCA

Chapter 6 describes how to launch and verify a successful installation.

Contact Center Anywhere Installation Guide Version 8.1

3 Configuring the Database

This chapter describes how to create a new database or upgrade an existing database previously used by Contact Center Anywhere. It includes the following topics:

■ Database Configuration Options

■ Configuring an Oracle 9i Database for CCA

■ Creating a New Oracle 9i Database

■ Upgrading an Older Oracle 9i Database for CCA

■ Configuring a MS SQL Server 2000 Database

■ Creating a New Database on MS SQL Server 2000

■ Upgrading Database on MS SQL Server 2000

Database Configuration Options

When installing CCA 8.1, choose whether to create a new database or upgrade an existing database used by previous CCA versions. When installing a new CCA system, create a new database. Choose upgrade, if a previous version of CCA is running and you want to upgrade it to version 8.1.

CCA provides three different character sets for your system and you can choose one of them when creating a new database: Latin, Japanese, and Chinese. This guide uses Latin.

This installation guide uses two database servers; Oracle Database Server 9i and Micosoft SQL Server 2000.

NOTE: Before configuring database for CCA, make sure Sun Java JDK 1.4.2_13 is installed on the host used to run the database scripts.

Configuring an Oracle 9i Database for CCA

In the CCA installation package, find the Database directory. There are two sub directories; Oracle and Sql Server. The Oracle directory contains scripts to configure a database on an Oracle database server. The the SQL Server directory is for Microsoft SQL Server. Each one has two sub directories;

Automated and Patch. Automated is for creating a new database. Patch is for upgrading a database.

Creating a New Oracle 9i Database

Complete these steps to create a new Oracle 9i database for use with CCA:

Contact Center Anywhere Installation Guide Version 8.1 11

Configuring the Database

■ Configuring an Oracle 9i Database for CCA

To create a new Oracle 9i database

Copy the database\Oracle\Automated directory from the CCA installation package to the host you

use to run database creation scripts.

2 Edit the UseMe.sql file to reflect the correct information necessary to create the database by

using the following guidelines:

NOTE: Keep the quotation marks (‘’) surrounding the parameters’ value.

■ Replace &1 with the password of the sys user.

■ Replace &2 with the name of the connection to the database server saved in tnsnames.ora

file. The tnsnames.ora file typically resides at ORACLE_HOME\network\admin.

■ Replace &3 with the name of the table space that will contain all database tables.

■ Replace &4 with the path to the location where table space will be created. For example,

C:\oracle\oradata\oracle\twcc81.ora.

■ Replace &5 with the size of the table space. The default size is 500MB. This value is not a

limitation, and the database can grow over that limit.

■ Replace &6 with the name of the temporary table space that contains temporary data, which

occurs, for example, when a complex SELECT statement is executed.

■ Replace &7 with the path to the location where the temporary table space will be created.

For example, C:\oracle\oradata\oracle\twcc81tmp.ora

■ Replace &8 with the size of the temporary table space. The default size is 50MB.

■ Replace &9 with the growth size of the temporary table space. The default size is 10MB.

■ Replace &10 with the name of the database role will be created.

■ Replace &11 with the username of the user that has administration privileges on the new

database. For example, admincc81 can be used.

■ Replace &12 with the password of user declared in parameter &11.

■ Replace &13 with the username of user who has access to the CCA database. For example,

cc81.

■ Replace &14 with the password of user declared in parameter &13.

■ Replace &15 with the database service name (SID).

■ Replace &16 with the host name or IP address of the database server.

■ Replace &17 with the port that Oracle 9i database server uses to listen for new connection.

By default, port 1521 is used by Oracle 9i database server. If your Oracle 9i database server is using a different port, this value must be modified.

After editing the script file, it returns to the following:

-- &1 - sys password sys_password

-- &2 - Database TNS Name my_db_connection

-- &3 - TWTableSpace CCA db Table Space

Contact Center Anywhere Installation Guide Version 8.1

Configuring the Database ■ Configuring an Oracle 9i Database for CCA

-- &4 - PathTableSpace Path for the TAW Table Space

-- &5 - TableSpaceSize 500M Initial size of the Table Space

-- &6 - TWTableSpaceTemp TAW Temporary Table Space

-- &7 - PathTableSpaceTemp Path for the TAW Temporary Table Space

-- &8 - TableSpaceTempSize 50M Initial size of the Temporary Table Space

-- &9 - TableSpaceTempGrowthSize 10M Temporary Table Space Growtrh Size

-- &10 - TWRole TWRole

-- &11 - ADMINCC81 (Admin Username) ADMINCC81

-- &12 - ADMINCC81 (Admin Password) ADMINCC81

-- &13 - CC81 (User Username) CC81

-- &14 - CC81 (User Password) CC81

-- &15 - Database Service Name Use by the JDBC Connection

-- &16 - Database Hostname db Hostname --> Use by the JDBC Connection

-- &17 - Database Port Number db port number --> Use by the JDBC Connection

@CreateDatabase.sql 'syspassword' 'oracle' 'TWTableSpacecc81' 'c:\oracle\oradata\oracle\twcc81.ora' '500M' 'TWTableSpacecc81Tmp' 'c:\oracle\oradata\oracle\twcc81tmp.ora' '50M' '10M' 'TWRolecc81' 'ADMINCC81' 'admincc81' 'cc81' 'cc81' 'oracle' 'support-db' 1521

3 Open the command line window. Navigate to directory that contains the UseMe.sql file by cd

command.

4 Open the Sql Plus console by typing: sqlplus /nolog

5 From the Sql Plus command prompt, type: @UseMe.sql to run the script file.

6 After the script file completes running, check all log files created to verify that no error is

reported during database creation process.

Upgrading an Older Oracle 9i Database for CCA

Complete these steps to upgrade an older Oracle 9i database for CCA:

To upgrade an Oracle 9i database for CCA

Copy the Patch folder for Oracle 9i Database Server from the installation package to the host used to run database scripts. For example, we put it in C:\CCA\database\Oracle\Patch.

2 Edit the UseMe_upgrade.sql file in Patch folder to reflect the correct information that is

necessary to upgrade the database by using the following guidelines:

NOTE: Retain the quotation marks (‘’) surrounding the parameters’ values.

■ Replace &1 with the username of the administrator who owns all the objects (tables, views,

indexes, and so on) in the database to be upgraded.

■ Replace &2 with the password of the administrator used in previous parameter.

Contact Center Anywhere Installation Guide Version 8.1 13

Configuring the Database

■ Replace &3 with the name of the database user that the current CCA system uses to access

the database.

■ Replace &4 with the password of the user used in parameter &3.

■ Replace &5 with the database TNS name of the database server.

■ Replace &6 with the host name of the database server.

■ Replace &7 with the database service name (SID).

■ Replace &8 with the listening port of the database server. By default, Oracle 9i database

server listens on port 1521.

After the script file is edited, it will return to the following:

-- &1 - Admin User Username

-- &2 - Admin User Password

-- &3 - CCA db User Username

-- &4 - CCA db User Password

-- &5 - database TNS Name

-- &6 - database hostname

-- &7 - Database Service Name

-- &8 - Database Port Number

■ Configuring a MS SQL Server 2000 Database

@upgrade.sql 'admincc81' 'admincc81' 'cc81' 'cc81' 'oracle' 'support-db' 'cc81' 1521

3 Open a command line window. Use the cd command to navigate to the Patch folder.

4 At the command line, type sqlplus /nolog to open Sql Plus console.

5 At the Sql Plus console, type: @UseMe_upgrade.sql

6 After the script file completes running, check all log files created to verify that no error is

reported during database upgrading process.

Configuring a MS SQL Server 2000 Database

Creating a New Database on MS SQL Server 2000

Complete these steps to create a new Ms SQL Server database for use with CCA:

To create a MS SQL database

Copy the Automated directory for SQL Server from the installation package to the host used to

run database scripts. For example, we put it in C:\CCA\database\Sql Server\Automated.

Contact Center Anywhere Installation Guide Version 8.1

Configuring the Database ■ Configuring a MS SQL Server 2000 Database

2 The database creation procedure can be completed by running the

useMe70LatinLanguage.bat file. Before running, edit the batch file to reflect the correct

information that is necessary to create the database by using the following guidelines:

NOTE: If you are installing the Chinese and Japanese languages, use the corresponding batch file.

■ Replace %1 with the host name of the database server.

■ Replace %2 with the sa username. Typically, default value sa is used.

■ Replace %3 with the password for the sa user.

■ Replace %4 with the path to the location where the database files will be created.

■ Replace %5 with the database name for CCA. The default value cc81 is typically used.

■ Replace %6 with the name of the user who will be created and has access to the database.

This user is used by CCA system to access the database. The default value cc81 is typically used.

■ Replace %7 with the password that you want to provide to the user defined in the previous

parameter.

■ Replace %8 with the port used by the Microsoft SQL Server to listen for new connections. By

default, Ms SQL Server listens on port 1433.

■ The -remoteDatabase flag should remain as False.

■ Replace %10 with the language you want to use. If you do not specify a value for this

parameter, Latin language will be used.

Contact Center Anywhere Installation Guide Version 8.1 15

Configuring the Database

After editing the batch file, it returns to the following:

echo off

CHCP 437

rem %1 <The database server name>

rem %2 <The admin users - normally sa ->

rem %3 <The password for the admin user>

rem %4 <The database path where to create it, for example: c:\databases>

rem %5 <The database name>

rem %6 <CCA username>

rem %7 <CCA password>

rem %8 <database port number by default Sql server is using 1433>

■ Configuring a MS SQL Server 2000 Database

rem %9 <remote database - "true" or "false">

rem %10 <database Encoding, default American English, "Japanese_CI_AI" for Japanese,"Chinese_PRC_Stroke_CI_AI" for Chinese>

java -jar DatabasePopulation.jar -hostname=support-db -username=cc81 password=cc81 -databasePortNumber=1433 -databaseName=cc81 -saUsername=sa saPassword=sa -dbPath=C:\databases -remoteDatabase=false

echo on

3 Open a command prompt, and run the batch file in the Command line window.

4 After the batch file completes running, check log files created in the same folder with the batch

file to verify that no error is reported during the database creation process.

Upgrading Database on MS SQL Server 2000

Complete these steps to upgrade an older Microsoft SQL Server database for CCA:

To upgrade an older MS SQL Server database:

Copy the Patch directory for Ms SQL Server from the installation package to the host used to run database scripts. For example, we put it in C:\CCA\database\Sql Server\Patch.

2 Edit the runmePatch.bat batch file to reflect the correct information that is necessary to

upgrade the database by using the following guidelines:

NOTE: For Chinese and Japanese languages, use the corresponding batch file.

■ Replace %1 with the host name of the database server.

■ Replace %2 with the sa username. By default it is sa.

Contact Center Anywhere Installation Guide Version 8.1

Configuring the Database ■ Configuring a MS SQL Server 2000 Database

■ Replace %3 with the password for the sa user.

■ Replace %4 with the name of the CCA database that you are upgrading.

■ Replace %5 with the name of the user who has access to the CCA database that you are

upgrading.

■ Replace %6 with the password of the user declared in previous parameter.

■ Replace %7 with the port number used by Ms SQL Server to listen for new connections. By

default, Ms SQL Server listens in on the port 1433.

After the batch file is edited, it will return to the following:

rem %1 <The database server name>

rem %2 <The admin users - Normally sa>

rem %3 <The password for the admin user>

rem %4 <The database name>

rem %5 <CCA db username>

rem %6 <CCA dbpassword>

rem %7 <Database Port Number> sql server default use 1433

rem %8 <flag isUpgrade>

echo off

CHCP 437

java -jar DatabasePopulation.jar -hostname=dbserver -username=cc81 -password=cc81 languageOption=1 -databasePortNumber=1433 -databaseName=cc81 -saUsername=sa saPassword=sapassword -isUpgrade=true

echo on

3 Open a command line window and run the batch file.

4 After the batch file completes running, check all log files created to verify that no error is

reported during database upgrading process.

Contact Center Anywhere Installation Guide Version 8.1 17

Configuring the Database

■ Configuring a MS SQL Server 2000 Database

Contact Center Anywhere Installation Guide Version 8.1

4 Installing CCA Server

Components

This chapter describes how to install server components for Contact Center Anywhere. It includes the following topics:

■ Creating Database Connection to the Application Server

■ Creating an ODBC Data Source for Oracle 9i Database

■ Creating a TNS Name for Oracle 9i Database on Solaris 9/Red Hat AS4

■ Creating an ODBC Data Source for Ms SQL Server DB

■ Installing CCA Application Files

■ Installing the TCPIPBus

■ Configuring CCA Resources

■ Using the Network Manager to Manage CCA Resources

■ Adding Shared and Dedicated Server Resources

■ Configuring Resources Using Network Manager

■ Starting and stopping TCPIPBus

■ Starting and Stopping CCA Resources

Creating Database Connection to the Application Server

The CCA application server can be classified into separate functional areas or Resources. Each CCA resource is responsible for delivering specific functionality. For example, the Call Center resource manages all of the phone call functionality. To make CCA resources running, create a database connection for them. The Network Manager and all resources uses this database connection to connect to the database and load CCA configuration data. This section describes how to create database connection using MS SQL Server 2000 and Oracle 9i on MS Windows 2003 and Solaris 9/ Red Hat Enterprise Linux AS4. It covers the following cases:

■ Creating an ODBC Data Source for Oracle 9i Database

■ Creating a TNS Name for Oracle 9i Database on Solaris 9/Red Hat AS4

■ Creating an ODBC Data Source for Ms SQL Server DB

Contact Center Anywhere Installation Guide Version 8.1 19

Installing CCA Server Components

Server

■ Creating Database Connection to the Application

Creating an ODBC Data Source for Oracle 9i Database

To create an ODBC data source for Oracle 9i Database Server

From the Windows Start menu, navigate to Programs > Administrative Tools > Data Sources (ODBC).

2 From the ODBC System Administrator System DSN tab, click Add.

3 Select Oracle in OraHome92 from the list and click Finish.

NOTE: If this option is not present, Oracle 9i Client Tools must be installed.

4 Provide the following information in the wizard dialog boxes, and click Next where appropriate.

Table 4. ODBC data source settings for Oracle 9i Database

Field Description Comments

Data Source Name The name you want to use to refer

to the data source.

Description Text description of the data source. For example: Contact Center

TNS Service Name The TNS name that contains

connection to database server.

UserID Name of Oracle 9i database user.

Refer parameter &13 in database creation script file described in

Creating a New Oracle 9i Database

The name should be similar to your DB name, and it cannot include spaces.

Anywhere V8.1 Data Source Name

For example: support-db

For example: cc81

5 Click Test Connection to verify that connection is correct.

6 Click OK to finish.

Creating a TNS Name for Oracle 9i Database on Solaris 9/Red Hat AS4

NOTE: Install Oracle 9i client tool on servers running CCA resources.

To create a TNS Name for Oracle 9i Database on Solaris 9/Red Hat AS4

Edit the tnsnames.ora file on the server running CCA resources to point to the Oracle 9i database

server. Typically, this file resides at ORACLE_HOME/network/admin. For example, if your database server is support-db, SID = oracle, this record should be added in tnsnames.ora file:

CC81 =

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Installing CCA Server Components ■ Creating Database Connection to the Application

Server

(DESCRIPTION =

(ADDRESS_LIST =

(ADDRESS = (PROTOCOL = TCP)(HOST = support-db)(PORT = 1521))

)

(CONNECT_DATA =

(SERVICE_NAME = ORACLE)

)

Creating an ODBC Data Source for Ms SQL Server DB

To create an ODBC data source for SQL Server

From the Windows Start menu, navigate to Programs > Administrative Tools > Data Sources

(ODBC).

2 From the ODBC System Administrator System DSN tab, click Add.

3 Select SQL Server from the list and click Finish.

NOTE: If this option is not present, installing SQL Server Client Tools is required.

4 Provide the following information in the wizard dialog boxes, and click Next where appropriate.

Table 5. ODBC Data Source Settings for SQL Server

Field Description Comments

Name The name you want to use to refer

to the data source.

Description Text description of the data source. For example: Contact Center

Server The SQL Server to which you want

to connect.

method SQL Server uses to authenticate the login ID.

The name should be similar to your DB name, and it cannot include spaces.

Anywhere V8.1 Data Source Name

For example: support-db

SQL Server Authentication

Connect to SQL Server to obtain default settings

- Login ID SQL server login ID For example: cc81

- Password SQL server Password For example: cc81

Select the check box. Allows you to provide the up used

when creating the database.

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Installing CCA Server Components

Table 5. ODBC Data Source Settings for SQL Server

Field Description Comments

- Default database Select The CCA database.

■ Installing CCA Application Files

For example: cc81

Client Configuration

Confirm that the Client Configuration selection is set for TCP/IP and not for Named Pipes.

5 Click Next until you get to the last screen, and then click Finish.

6 Test the Data Source.

The test must verify that the connection is correct before you continue.

Installing CCA Application Files

Complete these steps to install the CCA application server files:

To install CCA application server files

Create a directory for CCA application files.

For example: C:\ccanywhere (on Ms Windows) or /usr/ccanywhere (on Solaris/Linux).

2 Copy the CCA servers directory in the CCA installation package to the directory that is created

in previous step. Verify that the following sub directories exist in the CCA directory:

❏ bin

❏ lib (only on Solaris/Linux)

❏ prompt

❏ log

❏ tmp

❏ Network Manager

3 Add the path to the location of bin directory in CCA directory created in step 1 to your PATH

environment variable.

a Right click on My Computer on the desktop and select Properties.

b Select the Advanced tab, and then click Environment Variables.

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Installing CCA Server Components ■ Installing the TCPIPBus

c Select the variable PATH, click Edit, and then add CCA directory (for example,

c:\ccanywhere\bin) to the path.

TIP: Make sure you put a semicolon(;) before you make a new entry.

For UNIX, you must put both the ccanywhere/bin and ccanywhere/lib path to system environment PATH and LD_LIBRARY_PATH. You can put them in startup script file such as .profile. The following is an example of a .profile file:

CCA_INSTALL_PATH=/usr/ccanywhere;export CCA_INSTALL_PATH

LD_LIBRARY_PATH=${LD_LIBRARY_PATH}:$ORACLE_HOME/lib:$CCA_INSTALL_PATH/lib;export LD_LIBRARY_PATH

PATH=${PATH}:/usr/bin:/usr/ccs/bin:/etc:/opt/sfw/bin:/space/oracle/oracle/bin:/ usr/local/bin:/usr/sbin:/sbin:/space/j2sdk1.4.2_13/bin:/space/j2sdk1.4.2_13/jre/ bin:$CCA_INSTALL_PATH/bin:$CCA_INSTALL_PATH/lib; export PATH

MANPATH=${MANPATH}:/usr/share/man:/usr/local/man:$CCA_INSTALL_PATH;export MANPATH

ulimit -n 4048

NOTE: On Solaris/Linux, for security reasons we should not use root account to run CCA resources. We should create another user account to run CCA resources and do not forget to change the owner of the CCA directory to the user we use to run CCA resources and assign write and execute permissions for this directory.

Installing the TCPIPBus

The CCA application server uses the TCPIPBus connection to communicate across its resources. This is a critical part of the application. The TCPIPBus must be installed as a service on each host that runs the CCA application server.

Complete these steps to install the TCPIPBus on Windows and on Solaris/Linux:

To install the TCPIPBus on Ms Windows

Open a command line window (Run cmd).

2 From the command line prompt, change current directory to the CCA bin directory. By changing

current working directory to CCA bin directory, we can execute CCA server files without specifying the absolute path to those files.

For example: C:\ccanywhere\bin

3 Install the TCPIPBus service.

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■ Installing the TCPIPBus

a Run: "tcpipbus -?" to show its usage:

Usage: tcpipbus.exe [-install | -remove | -debug] -aup

-install to install tcpipbus as windows service and save parameter into the registry

-remove to remove tcpipbus from windows service manager

-debug to run tcpipbus on console mode

-a<Database alias> used when creating the ODBC entry

-u<Database user> used when creating the ODBC entry

b Type "tcpipbus -install -a<database alias> -u<database user>"

Make sure that there is no space after -a and -u. The database alias and database user must be the same with information you used to create database connection in Creating an ODBC

Data Source for Oracle 9i Database section or Creating an ODBC Data Source for Oracle 9i Database section if you are using Oracle 9i Database server.

4 You are prompted to enter the ODBC connection password. This password is then saved in an

encrypted format in Windows registry.

5 After installing the TCPIPbus, a registry entry named Telephony@Work TCPIPBus is created in

Windows registry.

NOTE: In a multi-machine environment, the same TCPIPBus configuration setup must be installed on eac h m a c h i ne that is runn i n g C o n t a ct Center Any w h e r e resources. It d o e s n o t n eed to be inst a l l e d for Web server or Database server.

To install the TCPIPBus on Solaris/Linux

Verify that the LD_LIBRARY_PATH variable includes the path to the location of CCA library

directory.

2 Open a terminal, use cd command to navigate to CCA bin directory.

3 Run this command: tcpipbus -install -aTNSAlias -uDBUuser

TNSAlias: This is the TNS name saved in tnsname.ora file. This must match the name you use to create database connection in Creating a TNS Name for Oracle 9i Database on Solaris 9/Red Hat

AS4 section.

DBUser: Database user used by CCA. Refer parameter &13 described in Creating a New Oracle 9i

Database section.

4 After pressing ENTER, enter the database user password at the prompt.

5 Verify that the file taw_tcpip_bus.cfg has been created in the /etc directory.

6 Change the owner of taw_tcpip_bus.cfg file to user used to run CCA server resources and assign

its write permission.

NOTE: After the TCPIPBus is installed, do not start it until a Host Manager is added. See Configuring

CCA Resources for information on how to add a Host Manager.

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Installing CCA Server Components ■ Configuring CCA Resources

Configuring CCA Resources

This section describes how to add and run all resources required by CCA using the Network Manager. This section covers the following topics:

■ Starting Network Manager. See Using the Network Manager to Manage CCA Resources on page 25.

■ Adding Server Resources. See Adding Shared and Dedicated Server Resources on page 26.

■ Starting and stopping TCPIPBus. See Starting and stopping TCPIPBus on page 34.

■ Configuring and starting the resources in accordance with your specific Call Center business. See

Configuring Resources Using Network Manager on page 28.

Using the Network Manager to Manage CCA Resources

The Network Manager is used to configure, start and stop CCA resources. You can create a shortcut on the desktop to the CCA Network Manager, which is typically installed in the CCA directory\NetworkManager directory, for example C:\ccanywhere\NetworkManager.

To use Network Manager

Start Network Manager. Run the executable file NetworkManager81.exe in NetworkManager

directory. For example, C:\ccanywhere\NetworkManager\NetworkManager81.exe

2 Log in using the information you specified during ODBC setup.

For example:

Alias = cc81

User = cc81

Password = cc81

NOTE: Network Manager logs to log\NetworkManager.log only if the file is present. You do not need the log file unless you are experiencing problems running a service.

3 From the Database tab, configure the Database Connections properties using the same

information that is specified during ODBC setup. For example:

Alias = cc81

User = cc81

Password = cc81

Driver = SQL (select Oracle option if you are using Oracle 9i database)

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■ Configuring CCA Resources

4 From the System tab, which specifies values used for FTP connection, complete the fields and

then click OK.

Server Host: FTP server name or IP address.

Server Root Path: path to the location on FTP server that CCA will use to put files. Use ‘/’ to use the root directory of FTP server.

File size limit (kb): the maximum size of a file that CCA can put in the FTP server in kilobytes.

Ftp Username: FTP username.

Ftp Password: FTP user’s password.

Adding Shared and Dedicated Server Resources

One critical CCA resource we need to add before adding other ones is the Host Manager resource. Each server that runs the CCA resources needs a Host Manager running. Host Manager creates directories peculiar to the server that it is running for storing and retrieving voice files, greetings, chat and email history, etc. Host Manager also assists in FTP process, helping other resources upload and download needed files from FTP server to the server it is running.

Add Host Manager resource using the Add Host Manager dialog box, which appears automatically after the system configuration settings are completed:

To add a host manager

From the Host Manager dialog box, enter the machine name that you are going to add as a host

of the services.

2 Complete the remaining fields in the dialog.

■ Host: host name of server where Host Manager will be running (Do not use 'localhost').

■ Port: Click Suggest.

■ Home Directory: path to the CCA directory. For example, C:\ccanywhere.

■ Location: This is the logical location.

■ (Optional) Select the check box Create Library Email if you are using email.

■ Select the check box Create Lib Fax and Prompt and select Dialogic in the right combo box.

■ Log Size (kb): 12000

■ Number of Logs: 1 - 10

■ Trace Level: This is the detail level of the log files generated by Host Manager resource. Valid

value is 1-5 (where 1 is lowest and 5 is highest).

3 Click Save.

4 After you click Save, the Default Resources dialog box appears. You can use this dialog box to

add all other resources or you can add them one by one later as described in To add a resource

in Network Manager section.

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5 From the Default Resources dialog box, Shared tab, select all shared resources you need

according to your server and click Save. These resources can be added at a later time. Following shared resources can be added by using this dialog box:

■ Call Center Server

■ Unified Messenger

■ CTI Bridge (for ATM configurations only)

■ Com Switch Manager

■ MCU Server

■ SNMP Agent

■ License Server

■ Redirect Server

6 From the Default Resources dialog box, Dedicated tab, add dedicated resources.

a Use the drop-down list to select the company to which resources will be added. By default, a

company named ASP Services was already created automatically when creating database.

b Select the check box for each dedicated resource that you need to add.

NOTE: If you do not want to add dedicated resources now, click Save and add them later.

c Click Save.

If you did not add resources using the Default Resources dialog box as described in the previous section, you can use Network Manager to add resources that you need according to your system.

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Installing CCA Server Components

■ Configuring CCA Resources

To add a resource in Network Manager

Open View Hosts by clicking View by Host (Figure 2) to add shared resource.

Figure 2. Network Manager - Host view

To add dedicated resource, click View by Company.

2 From Resources menu, choose Add Resource.

3 In the Add New Server dialog box, complete the following fields:

■ Host: Select the computer on which the resource is to be loaded.

■ Resource ID: Numeric sequential identifier for the resource. This value is automatically

assigned when the resource is created.

■ Port: The IP port the resource uses for TCPIPBus messaging.

■ Resource Type: The type of resource to configure.

■ Dedicated: If this check box is checked, then the resource is assigned to a single company

to use. If left unchecked, then the resource is available to all companies.

■ Resource Mode: This can be set to Master or Backup.

■ Company: Only used if Dedicated is checked.

■ Trace Level: The level of detail written to the logs (where 1 is lowest and 5 is highest).

4 Click Save to add another resource.

Configuring Resources Using Network Manager

Some resources require additional configuration after they are added. These resources are:

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Installing CCA Server Components ■ Configuring CCA Resources

■ Call Center. See Configuring the Call Center Resource on page 29.

■ Redirect Server. See Configuring the Redirect Server Resource on page 31.

■ MP3 Server. See Configuring the MP3 Server Resource on page 32.

■ MCU Server. See Configuring the MCU Server Resource on page 33.

■ CTI Server. See Configuring the CTI Server Resource on page 33.

Configuring the Call Center Resource

The Call Center resource serves as the interface between the telephony server resources and the rest of the system. It is responsible for controlling all voice and fax communications as well as IVR routing capabilities. Complete the steps in the following procedure to configure a basic VoIP Call Center resource.

To configure the Call Center resource

From Network Manager, choose the Call Center resource to modify.

2 From the Resources menu, choose Modify Resource.

3 From the Resource Information dialog box, click Advanced.

4 From the Call Center Advanced dialog box, complete the fields and then click Save.

5 Click Configure to continue configuration. Tab le 6 describes some of the fields.

Table 6. Call Center Configuration

Field Comments

Hardware Select TAW-VoIP

Ext length Depends on the customer. Typically 4 in length.

Dial Out The digit pressed to dial out. Typically this value is 9.

Pbx Prefix Only used if connections to an external PBX are required.

ANI Validation Size Value is typically 10; other countries may use a different value.

Auto Answer Call If this check box is not checked, the system rejects calls for

projects that are not defined.

If it is checked, the Call Center will accept calls for undefined projects and play a prompt saying service unavailable.

Country Code 1 in the US.

Nation Prefix 1 in US.

Int Prefix 011 in US.

Private Prefix Leave blank.

Strip Country Code (check box)

Typically checked. Removes the country code.

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Installing CCA Server Components

Table 6. Call Center Configuration

Field Comments

Local Patterns Can be set to route calls to a specific call centers to reduce long

distance charges.

Dial Plan Group Typically set up to route calls through specific call centers

Description Text field to describe the call center’s setup.

■ Configuring CCA Resources

6 Click Save, and then Configure.

7 From the VoIP dialog box, complete the fields. Ta b l e 7 describes some of the fields.

Table 7. VoIP Interface General Configuration

Field Comments

Host IP address of the Call center host. This value must be correct or

one-way audio is the result.

Start Port Call Center uses a range of ports to pass calls. This is the starting

port in that range. Typically 8000 is used.

Payload MuLaw is the typical choice. G729 requires a special configuration.

Frame Per Second This value is always 160.

Sip Port 5060

8 From the VoIP dialog box (Figure 3), double click in the area beneath Name to continue

configuration of the call center.

Figure 3. Sample Figure

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9 From the VoIP Detail dialog box, complete the fields. Tabl e 8 describes some of the fields.

Table 8. VoIP Interface Configuration

Field Comments

Name Specify what you are installing. For example, gateway or agent channels.

Interface Options are SipGateway, Sip, H323Gateway, and H323. Specify what you

are installing, and what your gateway is passing to you.

Number of Channels

Gateway IP Address

Gateway Type Options are Unknown, Audio codes, Quintum, Cisco.

Default DNIS The DNIS that is sent if a DNIS is not received from a project.

Sip Port 5060

Enable Takeback If this option is enabled, it prevents a call that is transferred out of

Outbound Select the check box if the call center allows outbound calling.

Predictive Select this check box if the call center allows predictive calling.

PBX Select this check box to allow the call center to act as a PBX.

Set this value to the number of channels the call center plans to use. The number cannot exceed 120 channels for each server, and includes the agent channels.

Address of the gateway that is sending the calls.

system from tying up a line. This service must be enabled with your carrier.

Configuring the Redirect Server Resource

The Redirect Server is used to route calls to multiple call centers for load balancing. You can specify that all inbound calls are to be directed to a specific set of call centers.

To configure Redirect Server

From Network Manager, choose Redirect Server as the resource to modify.

2 From the Resources menu, choose Modify Resource.

3 From the Resource Information dialog box, click Advanced.

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■ Configuring CCA Resources

4 From the Redirect Server dialog box (Figure 4), select the call center from the Call Centers

Unused list, and move it to the Call Centers Used list. Specify the call center to which calls will be routed.

Figure 4. Redirect Server Configuration

5 Enter the Server IP Address. (This is the IP address of the machine where the Redirect Server is

installed.)

6 Click Save.

Configuring the MP3 Server Resource

The MP3 Server is responsible for automatically converting all WAV files listed in the QualityControl table and History tables to MP3 format to facilitate transfer from the File Server to remote users such as Agents and Supervisors, and to reduce the amount of storage required for these files. Complete the steps in the following procedure to configure an MP3 server.

NOTE: Before configuring the MP3 Server, you need to install an mp3 converter on the same host with the FTP server.

To configure an MP3 server

From Network Manager, choose MP3 Server as the resource to modify.

2 From the Resources menu, choose Modify Resource.

3 From the Resource Information dialog box, click Advanced.

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Installing CCA Server Components ■ Configuring CCA Resources

4 From the MP3 Server dialog box, complete the fields and then click Save. Tab l e 9 describes the

fields.

Table 9. MP3 Server Configuration

Field Comments

Enable MP3 Encoding Selecting the check box that enables the MP3 conversion

option.

Command The location of the mp3 conversion executable file.

FTP Path The path to the FTP server share folder. For example,

D:\Storage.

Configuring the MCU Server Resource

MCU Server is used to make conference calls in CCA. Complete the steps in the following procedure to configure a MCU server resource.

To configure an MCU server

From Network Manager, choose Redirect as the resource to modify.

2 From the Resources menu, choose Modify Resource.

3 From the Resource Information dialog box, click Advanced.

4 From the MCU Server dialog box, complete the fields, and then click Save. Tab l e 1 0 describes

some of the fields.

Table 10. MCU Server Configuration

Field Comments

IP Address The IP address of the server hosting the MCU service.

Payload Mulaw

Frame per Second Typically this value is 160.

Description Text that helps to identify the MCU service.

Configuring the CTI Server Resource

The CTI Server (Computer Telephony Interface) serves as the interface between the telephone network resources (Call Center) and the software interface. In effect this resource is in charge of managing all of the available telephony resources. While the Call Center provides the interface to allow access to the resources, the CTI Server is the system brain that determines what to do with those resources.

Configuration of the CTI Server resource is similar to configuration of the Redirect resource. However, in the Call Center Unused and Call Centers User dialog box, if you do not select any call centers, the application by default uses all of the call centers in the list.

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Installing CCA Server Components

You only select a call center if you want the CTI server to use only that call center.

■ Configuring CCA Resources

To configure the CTI server

From Network Manager, choose CTI Server as the resource to modify.

2 From the Resources menu, choose Modify Resource.

3 From the Resource Information dialog box, click Advanced.

4 From the Call Centers (tab) dialog box, select the call center that will be dedicated to the CTI

server from the Call Centers Unused list, and move it to the Call Centers Used list.

Starting and stopping TCPIPBus

TCPIPBus is the key element of the CCA application server. With TCPIPBus, Web Server and all CCA resources can communicate with each other in real-time. Before you can start CCA resources, the TCPIPbus must be started in advance.

In Ms Windows:

■ Open the Services control panel in Start > Programs > Administrative tools > Services.

■ Navigate to the TAW TCP-IP Bus service.

■ On the right menu, click Start to start the TCPIPBus or click Stop to stop the service.

In Solaris/Linux:

■ Login as user account used to run CCA server resources.

■ To start TCPIPBus and run as service, run command: nohup tcpipbus &

■ To stop TCPIPBus:

❏ Find the process ID of the running TCPIPBus by command: ps -e | grep tcpipbus

❏ Kill the TCPIPBus process by command: kill -9 PID with PID is the process ID of the

running TCPIPBus.

Starting and Stopping CCA Resources

NOTE: Before you can start any CCA resource, the TCPIPBus must be installed and started first.

To start and stop resources

From Network Manager, choose the resource to be started or stopped.

2 Click Go to start it. Note that button Go is enable only when the resource is not running.

3 If the resource is running, click Stop to stop it.

Contact Center Anywhere Installation Guide Version 8.1

5 Configuring the Web Server

This chapter describes how to configure and deploy CCA Web applications on WebLogic 8.1 SP5 and Oracle 10g Application Server. It includes the following topics:

■ Deploying CCA Web Applications on Oracle 10g Application Server (OAS 10g)

■ Creating JDBC Connection Pool on OAS 10g

■ Creating JDBC Data Source on OAS 10g

■ Deploying CCA Web Applications on OAS 10g

■ Deploying CCA Web Applications on WebLogic 8.1 SP5

■ Creating a New Server Domain

■ Installing WebLogic as a Windows Service

■ Deploying CCA web applications on WebLogic

Deploying CCA Web Applications on Oracle 10g Application Server (OAS 10g)

This section describes how to deploy CCA Web applications on Oracle 10g Application Server Release

3. Oracle 9i database server is used for example. It covers the following topics:

■ Creating JDBC Connection Pool on OAS 10g

■ Creating JDBC Data Source on OAS 10g

■ Deploying CCA Web Applications on OAS 10g

■ Deploying the TAW Application

■ Deploying the CCA Application

■ Deploying Integration application

■ Updating the System Configuration Key

NOTE: Make sure SUN JDK 1.4.2_13 is installed on the Web server.

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Configuring the Web Server

Server (OAS 10g)

■ Deploying CCA Web Applications on Oracle 10g Application

Creating JDBC Connection Pool on OAS 10g

To create a JDBC Connection pool:

Login the administration console of OAS 10g. The default administrator username of OAS 10g is oc4jadmin. The typical URL is http://server_name:port/em with server_name i s host n a me of OAS 10g server and port is you

2 From the Administration console home page, click the OAS 10g instance that is used to deploy

CCA web applications.

3 From the OAS 10g Instance detail page (Figure 5), in Administrations tab, click icon Create JDBC

Resources.

used when installing OAS 10g.

Figure 5. OAS 10g Instance Home Page

4 From the JDBC Resources page, click Create beneath Connection Pools label.

5 From the Create Connection Pool - Application page, select New Connection Pool and click

Continue.

6 From the JBDC Connection Pool detail page, complete all required fields. Ta b le 1 1 describes some

of fields:

Table 11. OAS 10g JDBC Connection Pool Details

Field Name Value

Name name of the JDBC connection

Connection Factory Class oracle.jdbc.pool.OracleDataSource

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Server (OAS 10g)

Table 11. OAS 10g JDBC Connection Pool Details

Field Name Value

JBDC URL jdbc:oracle:thin:@//dbservername:1521/SID

dbservername: host name or IP address of the database server

SID: the database service name

Username Database user name. Refer to parameter &13 in Creating a New

Oracle 9i Database on page 11.

Password Password of database user declared in previous parameter.

Option Use Cleartext Password should be selected.

7 Click Test Connection to verify the connection is set correctly.

8 Click Finish to finish creating connection pool.

Creating JDBC Data Source on OAS 10g

To create a JDBC Data Source:

Complete step 1 through step 3 in previous section to open the JDBC Resources page.

2 From the JDBC Resources page, click Create beneath Data Sources label.

3 From the Create Data Source - Application & Type, select Managed Data Source for data Source

Type. Click Continue.

4 From the Create Data Source - Managed Data Source, complete the following fields:

■ Name: name of data source

■ JNDI Location: use the same value with data source name

■ Transaction Level: Global & Local Transaction

■ Connection pool: select the connection pool created previously.

■ Login Timeout: 60

5 Click Finish. You will be brought back to the JDBC Resources page.

6 From the JDBC Resources page, click Test Connection icon beside the Data Source we have just

created to verify it is working correctly.

Deploying CCA Web Applications on OAS 10g

CCA Web Applications deployment on OAS 10g is similar to deployment on WebLogic.

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Configuring the Web Server

■ Deploying CCA Web Applications on Oracle 10g Application

Server (OAS 10g)

Deploying the TAW Application

Complete the steps in the following procedure to deploy the TAW application.

To deploy TAW

Copy the TAW.war file in the CCA installation package to the OAS 10g server. For example, C:\CCA\TAW.war.

2 Edit the web.xml file in TAW.war\WEB-INF directory (you may need an unzip tool to access this

file). Change values of context parameters listed in Ta b l e 1 2 :

Table 12. Context Parameters To Be Modified in TAW Web.xml File

Context Parameter Name Parameter Value

applicationPath path to the location of TAW directory. For example,

C:\bea\user_projects\domains\mydomain\applications\TAW.

URLstoragePath URL that clients will use to download files from their session.

Typically it is the URL to Storage directory under TAW directory. For example, http://server_name/TAW/Storage

busConnection Host name or IP address of the server that TCPIPBus is running.

busConnectionBackup Host name or IP address of the server that secondary TCPIPBus

is running. This can be left blank if you only have one TCPIPBus running.

databaseDatasource The name of the data source you created in previous

section.

databaseUser The user name of the WebLogic domain user. For example, cc81.

databasePassword The password of the WebLogic domain user. For example, cc81.

reportServerUrl http://server_name/TAW

isReportServer true

logPath Location where log files will be created. For example,

C:\bea\user_projects\domains\mydomain\applications\TAW \WEB-INF\logs\ccanywhere.log

3 From the OAS 10g Instance home page (tab Applications), click Deploy to deploy a new web

application.

4 From the Deploy: Select Archive page, select option "Archive is already present on the server

where Application Server Control is running" and input the absolute path to TAW.war in OAS 10gserver. For example, C:\CCA\TAW.war. For deployment plan, use the default selection.

5 From the Deploy: Application attributes page, complete following fields and click Next.

■ Application name: TAW

■ Parent Application: default

■ Bind Web Module to Site: default website

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Server (OAS 10g)

■ Context Root: /TAW

6 From the Deploy: Deployment settings page, verify all information is correct and click Deploy to

deploy the TAW application. Wait until OAS 10g finishes deploying TAW application.

Deploying the CCA Application

Deploying CCA application is similar to deploying TAW application. Complete the following steps to deploy CCA application:

1 Copy the CCA.war file in the CCA installation package to the OAS 10g server. For example,

C:\CCA\CCA.war.

2 Edit the web.xml file in CCA.war\WEB-INF directory. Change value of context parameters listed

in Tab l e 1 3 to reflect correct information of your system.

Table 13. Parameters To Be Modified in CCA Web.xml

Context Parameter Name Parameter Value

applicationPath path to the location of CCA directory. For example,

C:\bea\user_projects\domains\mydomain\applications\CCA.

URLstoragePath URL that clients will use to download files from their session.

Typically it is the URL to Storage directory under TAW directory. For example, http://webserver/TAW/Storage

busConnection Host name or IP address of the server that TCPIPBus is running.

busConnectionBackup Host name or IP address of the server that secondary TCPIPBus

is running. This can be left blank if you only have one TCPIPBus running.

databaseDatasource The name of the data source you created in previous

section.

databaseUser The user name of the WebLogic domain user. For example, cc81.

databasePassword The password of the WebLogic domain user. For example, cc81.

3 Complete steps 3 through step 6 in Deploying the TAW Application section to deploy CCA.war.

Deploying Integration application

Deploying Integration application is similar to deploying TAW application. Complete step 1 through 6 in Deploying the TAW Application to deploy Integration.war file. The only difference is that you do not need to edit the web.xml file.

Updating the System Configuration Key

A configuration key should be provided with CCA installation package. This key is used to activate the CCA web applications. If you do not apply the key, the CCA web applications will refuse to start. Following these steps to apply a configuration key to activate CCA web applications.

Contact Center Anywhere Installation Guide Version 8.1 39

Configuring the Web Server

■ Deploying CCA Web Applications on WebLogic 8.1 SP5

To update the system configuration key

Open the Key Configuration page in a web browser by URL: http://server_name/TAW/

configuration.jsp.

2 At the Configuration page, edit the following options:

■ Remote DB enabled - Disable this option by removing the checkmark.

■ Source - Select Sql Server if your are using Ms SQL Server or select Oracle if your database

server is Oracle 9i.

■ Hostname - Set this option to the name of the DB server or IP address.

■ Schema: This field is only displayed if you select Oracle option in previous Source field. Put

the name of the database schema.

■ Username: name of the DB user.

■ Password: password of the DB user.

■ Bus IP address: IP Address of the server where TCPIPBus is running.

■ Bus Backup IP address: IP Address of the server where secondary TCPIPBus is running. You

can leave it blank if you have only one TCPIPBus running.

■ Application Storage URL: http://server_name/TAW/Storage

■ Log level, Number of Logs, Log Files Maximum Size: Leave these fields as default values.

■ Application Password and Application Key: The password and application key are provided

with the CCA product.

3 Click OK to apply the configuration key.

4 Restart OAS 10g instance.

Deploying CCA Web Applications on WebLogic 8.1 SP5

This section describes how to deploy CCA web applications on a WebLogic 8.1 web server. It covers the following topics:

■ Creating a New Server Domain

■ Installing WebLogic as a Windows Service

■ Deploying CCA web applications on WebLogic

■ Configuring listening port of WebLogic domain server and creating domain login user

■ Configuring the JDBC Connection Pool

■ Deploying the TAW Application

■ Deploying the CCA Application

■ Deploying the Integration Application

■ Updating the System Configuration Key

Contact Center Anywhere Installation Guide Version 8.1

Configuring the Web Server ■ Deploying CCA Web Applications on WebLogic 8.1 SP5

Creating a New Server Domain

Before you can deploy web applications on a WebLogic web server, you must first create a WebLogic Server domain. Complete the steps in the following procedure to create a new server domain on WebLogic 8.1 SP5.

NOTE: Make sure Sun JDK 1.4.2_13 is installed on the Web server.

To create a new WebLogic server domain

Click Start > BEA WebLogic Platform 8.1 > Configuration Wizard.

2 From the WebLogic QuickStart page, click Create a new domain configuration.

3 From the Create or Extend a Configuration page, select Create a new WebLogic configuration,

and then click Next.

4 From the Select a Configuration Template page, accept the default templates.

5 From the Choose Express or Custom Configuration page, make sure that the Basic WebLogic

Server Domain is selected and then click Next.

6 From the Choose Express or Custom Configuration page, make sure that Express is selected and

then click Next.

7 From the Configure Administration Username and Password page, set the user name and

password for the domain administrator, and then click Next.

NOTE: You can change the user name and password at a later time.

8 From the Configure Server Start Mode and Java SDK page, select Production mode as the

WebLogic configuration startup mode.

a In the Java SDK section, select Other Java SDK and then click Browse.

b From the browser window, choose the location where the JDK 1.4.2_13 is installed and then click

Next.

9 From the Create WebLogic Configuration page, click Create.

The Creating Configuration opens.

10 Click Done when the configuration creation is completed.

11 Start the application clicking Start > Programs > BEA WebLogic Platform 8.1 > User Projects >

mydomain > Start Server.

The application prompts for a username and password in the command window.

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Configuring the Web Server

■ Deploying CCA Web Applications on WebLogic 8.1 SP5

Installing WebLogic as a Windows Service

When installing WebLogic 8.1 on a Windows platform, you can optionally install the WebLogic Server Node Manager as a Windows service. The WebLogic Server Node Manager is used to start and stop managed servers in a domain. After you install the Node Manager as a Windows service, the service is started the next time you reboot the system. You can also manually start the service from the Windows Services control panel. Complete the steps in the following procedure to install WebLogic as a Windows service.

To install WebLogic as a service

Edit file InstallService.cmd.

This file is located at BEA home directory\user_projects\domains\your_domain_name.

For example, C:\bea\user_projects\domains\mydomain.

a Delete "@rem" from the line “@rem set MEM_ARGS=-Xms32m -Xmx200m”.

b Change the settings similar to the following example for a Web server with 1 GB of RAM:

-Xms768m -Xmx768m

NOTE: If you have additional RAM, then you can reserve more memory for the service.

2 Open a Command Line window (Start > Run, and then type CMD).

3 From the Command Prompt, use cd command to navigate to the your domain directory. For

example, C:\bea\user_projects\domains\mydomain.

4 Run the InstallService.cmd followed by the username and password you used to create the

domain in step 7 of Creating a New Server Domain section.

For example: InstallService.cmd weblogic 123456 with weblogic is the username and 123456 is the password.

5 Start WebLogic using the Windows Services control panel (The name of the service installed is

beasvc_yourdomainname_myserver).

Deploying CCA web applications on WebLogic

Complete the steps in the following sections to deploy CCA web applications on WebLogic.

Configuring listening port of WebLogic domain server and creating domain login user

After we created a WebLogic domain, we can change the listening port of the domain server if we need. By default, port 7001 is used when creating a domain. To deploy CCA web applications, we also need to create a domain user. This user is used by CCA applications to access all domain resources such as connection pool, data source, etc.

Contact Center Anywhere Installation Guide Version 8.1

Configuring the Web Server ■ Deploying CCA Web Applications on WebLogic 8.1 SP5

To change listening port of domain server and create domain user

Open the BEA WebLogic Server Administration Console using a web browser, and log in.

The WebLogic Console URL is: http://server_name:7001/console

NOTE: 7001 is the default port when you create a new domain. If you use another port while creating the domain, use that port in the URL.

2 You can change the HTTP listening port of the domain server.

a Go to: Servers > myserver > General and change Listen Port from 7001 to 80.

b Click Apply.

3 To deploy CCA web applications, we need to create a WebLogic user on the domain. If you do not

want to use a long password for the user, you change the password length.

a Go to Page: Security > Realms > myrealm > Providers > Authentication > Default Authenticator

> Details.

b Change the Minimum Password Length. For example, change from 8 to 4.

c Click Apply.

4 Create a WebLogic domain user (Figure 6).

Figure 6. Create User Page

a Go to Page: Security > Realms > myrealm > Users.

b Create new login user.

c Complete the required information, and then click Apply to save the information.

Configuring the JDBC Connection Pool

Before deploying CCA web applications, we need to create an JDBC connection pool to our CCA database. Complete the steps in the following procedure to configure the JDBC connection pool.

To configure the JDBC connection pool

In Services > JDBC > Connection Pools, click the Configure new JDBC Connection Pool link.

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Configuring the Web Server

■ Deploying CCA Web Applications on WebLogic 8.1 SP5

2 From the Database Type drop-down list, select MS SQL Server.

3 From the Database Server drop-down list, select BEA's MS SQL Server Driver (Type 4).

4 Click Continue.

5 From the Define Connection Properties page, enter your database configuration information:

a Name: Remove MyJDBC Connection Pool and enter the database name.

b Connection Properties:

❏ Database Name: name of CCA database. For example, cc81.

❏ Hostname: database server name or IP address. For example, support-db.

❏ Port: Listening port of database server. By default, 1433 is used by Ms SQL Server.

❏ Database User Name: name of user who has access to database. Refer to parameter %6

in Creating a New Database on MS SQL Server 2000 section. For example, cc81.

❏ Password: password of the database user. For example, cc81.

6 Click Next.

7 From the Test Database Connection page, click Test Driver Configuration. If a green Connection

Successful message appears, click Create and Deploy.

8 After the Connection Pool is created, you can define the connection configuration of the JDBC

connection pool.

a Click the Connection Pool that you created.

b Select the Connections tab.

9 Change the Initial Capacity to 25, and the Maximum Capacity to 50.

10 Click Show at the bottom right of the page to display the Advanced Options that must be edited.

You may need to scroll down the screen to see the options.

a Set the Test Frequency: 300

b Select the check box for Test Reserved Connections.

c Set the Connection Creation Retry Frequency to 300

d Leave other fields as default.

11 Click Apply.

Configuring the JDBC Data Source

Complete the steps in the following procedure to configure the JDBC data source.

To configure the JDBC data source

In Services > JDBC > Data Sources, click the link Configure a new JDBC Data Source.

2 From the Configure a JDBC Data Source page, enter your database name in both the Name and

JNDI Name text boxes.

Contact Center Anywhere Installation Guide Version 8.1

Configuring the Web Server ■ Deploying CCA Web Applications on WebLogic 8.1 SP5

3 From the Connect to connection pool page, select the Pool Name created previously from the Pool

Name drop-down list

4 Click Continue.

5 From the Target the Data Source page, click to choose the selection under Independent Servers,

and then click Create.

6 Restart the WebLogic Service.

Deploying the TAW Application

Complete the steps in the following procedure to deploy the TAW application.

To deploy TAW

Copy the TAW.war file in the CCA installation package to the WebLogic domain applications directory. For example, C:\bea\user_projects\domains\mydomain\applications.

2 Create a directory TAW under the applications directory and extract the TAW.war file into it.

3 Delete the TAW.war file.

4 Edit web.xml file to reflect correct information of your system. Refer to step 4 in Deploying the

TAW Application section to know what parameters need to be modified.

5 Connect to the Web based WebLogic console (http://server_name/console).

6 Click the Deploy a new Web Application Module link in Deployments > Web Application Modules.

7 In the Deploy a Web Application Module page, select the Applications directory link.

8 From the Select an archive for this Web application module page, select TAW and then click

Tar g et M o du l e.

9 From the Review your choices and deploy page, click Deploy.

10 Check log files created in log path to verify that no error is reported during the application

deployment.

Deploying the CCA Application

Deploying the CCA application is similar to deploying the TAW application.

To deploy CCA

Copy the CCA.war file in the CCA installation package to the WebLogic domain applications directory. For example, C:\bea\user_projects\domains\mydomain\applications.

2 Create a directory CCA under the applications directory and extract the CCA.war file into it.

3 Delete the CCA.war file.

4 Edit web.xml file to reflect correct information of your system. Refer to Tab le 2 in step 4 in

Deploying the CCA Application section to know what parameters need to be modified.

Contact Center Anywhere Installation Guide Version 8.1 45

Configuring the Web Server

■ Deploying CCA Web Applications on WebLogic 8.1 SP5

5 Connect to the Web based WebLogic console (http://server_name/console).

6 Click the Deploy a new Web Application Module link in Deployments > Web Application Modules.

7 In the Deploy a Web Application Module page, select the Applications directory link.

8 From the Select an archive for this Web application module page, select CCA and then click Target

Module.

9 From the Review your choices and deploy page, click Deploy.

10 Check log files created in log path to verify that no error is reported during the application

deployment.

Deploying the Integration Application

The steps for deploying the Integration application are similar to those in the topic Deploying the TAW

Application on page 45.

To deploy the Integration Application

Copy the integration.war file in the CCA installation package to the WebLogic domain applications directory. For example, C:\bea\user_projects\domains\mydomain\applications.

2 Create a directory integration under the applications directory and extract the integration.war

file into it.

3 Delete the integration.war file

4 Deploy the application (complete Step 5 through Step 10 of Deploying the TAW Application on

page 45).

Updating the System Configuration Key

Updating system configuration key in WebLogic is the same with updating in OAS 10g. Refer to

Updating the System Configuration Key section to know how to update system configuration key for

CCA web applications.

Contact Center Anywhere Installation Guide Version 8.1

6 Getting Started With CCA

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

■ Logging in Administration Manager (AM)

■ Logging into the Integrated Client

■ Enabling the Partition Feature

■ Making interactions

Logging in Administration Manager (AM)

The Administration Manager (AM) is a browser-based software program that allows users to set up, configure, and maintain the CCA multi-media call center.

To login to AM

Open URL in a Web browser: http://server_name/TAW with server_name is the host name of the

web server.

2 Login as Network Administrator, using the default administrator account. This account is created

when installing CCA. The default user name and password for this user is netadmin/1234.

3 Make sure you can log in without any error message. If you cannot login, review the log files in

TAW/WEB-INF/logs/ccanywhere.log to find detail of any error during the CCA web applications deployment.

4 Create an agent. Refer the CCA AM user guide to know how to add agents in AM.

Logging into the Integrated Client

The Integrated Client is an application for Contact Center agents. With the Integrated Client, agents can communicate with customers in different ways, including by phone, email, and the Web. Agents can work from any computer that has access to the Internet.

To login the Integrated Client

Open URL in a web browser: http://server_name/CCA.

2 Click link Click here to launch to open the login dialog box.

3 Complete required fields:

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Getting Started With CCA

■ Company Alias: alias of the company we are logging in.

■ Username: username of the agent.

■ Password: password of agent

■ Enabling the Partition Feature

4 You should be able to log in. If you receive any error message, check the log files in CCA/WEB-

INFO/ccanywhere.log to find detail of any error during deployment.

Enabling the Partition Feature

Partition is a new feature in CCA version 8.1. A partition is a way for your administrator to segment your call center operations into smaller, more manageable units. A unit is typically a set of projects and workgroups, and other information related to them. Partitioning has two purposes; the first one is of functionality and the second is of security. For example, assigning users to specific partitions means they are able to log in and work only on one of these partitions. Furthermore, a supervisor can monitor and supervise only the partitions to which he/she belongs.

The Partition feature is disabled by default. Following these steps to enable this feature:

To enable the Partition feature

Enable the Partition in the database by running the SQL query: Update systempackage set packageconfigurable = 1 where resourcebundlekey='partitions'

2 Enable the Partition in Administration Manager (AM).

a After running the query, log in to AM page with a Network Administrator account.

b After login AM, click Go to and select Package Creator.

c Edit the package that your company is using. By default it is System Package.

d When the Partitions option appears in the Package Configuration page in AM, select the check

box for this option, and then click OK.

3 Log out and log in AM again to enable the Partition feature.

Making interactions

CCA is a multi-channel e-contact center solution. It helps agents communicate with customer through many channels such as calls, email, chat, and so on. After installing CCA, make sure these kinds of channel work correctly.

NOTE: Refer the AM user guide and Integrated user guide for detail on how to make these kinds of interaction.

Making interactions

2 Create a call, chat, and email project.

Contact Center Anywhere Installation Guide Version 8.1

Getting Started With CCA ■ Making interactions

3 Login Integrated Client.

4 Make an inbound call to CCA system. Make sure that agent can accept the call.

5 Make an outbound call. Make sure that agent can connect to an outbound number.

6 Send an email interaction. Make sure that agent can receive the email.

7 Send an chat request to CCA system. Make sure that agent can chat with the customer.

Contact Center Anywhere Installation Guide Version 8.1 49

Getting Started With CCA

■ Making interactions

Contact Center Anywhere Installation Guide Version 8.1

Index

Symbols

.profile 23 /usr/ccanywhere 22

add a host manager 26 add a resource 28 Adding Shared and Dedicated Server

Resources 26 Administration console home page 36 Application Storage URL 40 applicationPath 38 Audio codes 31 Auto Answer Call 29

BEA's MS SQL Server Driver (Type 4) 44 busConnection 38 busConnectionBackup 38

Call Center 29 CCA Architecture 5 CCA_INSTALL_PATH 23 Chinese 11 Cisco 31 Com Switch Manager 27 Configuring CCA Resources 25 Connection Creation Retry Frequency 44 Connection Factory Class 36 Connection Pool 36 Connection Successful 44 Contact Center Anywhere 5 Context Root 39 Country Code 29 Creating Database Connection 19 CTI Bridge 27 CTI Server 33 Custom Configuration 41

Data Source Name 20 databaseDatasource 38 databasePassword 38 databaseUser 38

Dedicated resources 8 Default DNIS 31 Default Resources dialog 27 Deploying Integration application 39 Deploying the CCA Application 39 Deploying the TAW Application 38 Dial Out 29 Dial Plan Group 30 DMZ zone 7

Environment Variables 22 Express 41 Ext length 29

Frame Per Second 30

Gateway IP Address 31 Gateway Type 31

Host Manager 26 HTTP/J2EE server 7

Initial Capacity 44 Installing CCA Application Files 22 Installing WebLogic as a Windows

Service 42 InstallService.cmd 42 Int Prefix 29 Interface 31 Internet Zone 6 isReportServer 38

Japanese 11 JBDC URL 37 JDBC Data Source 37

Latin 11 LD_LIBRARY_PATH 23

Contact Center Anywhere Installation Guide Version 8.1 51

Index ■ M

License Server 27 listening port of WebLogic 42 Load balancer 7 Local Patterns 30 log 22 logPath 38

MCU Server 27, 33 MCU server configuration 33 MEM_ARGS 42 MP3 Server 32

Nation Prefix 29 Network Manager 25 Number of Channels 31

OAS 10g Instance detail page 36 ODBC Data Source 20 ODBC System Administrator System 21 Oracle 9i Client Tools 20 ORACLE_HOME/network/admin 20

Parent Application 38 PATH 23 Payload 30 Pbx Prefix 29 Private Prefix 29 prompt 22

Quintum 31

Redirect Server 27, 31 reportServerUrl 38 Resources 8 runmePatch.bat 16

server domain 41

Shared resources 8 Sip Port 30 SNMP Agent 27 Start Port 30 Starting and Stopping CCA Resources 34 Starting and stopping TCPIPBus 34 Strip Country Code 29 Sun Java JDK 1.4.2_13 11 System Configuration Key 39

table space 12 Takeback 31 taw_tcpip_bus.cfg 24 TCPIPBus 23 TCPIPBus on Ms Windows 23 TCPIPBus on Solaris/Linux 24 Test Connection 37 Test Driver Configuration 44 Test Frequency 44 Test Reserved Connections 44 Tier One 7 Tier Three 8 Tier Two 7 Tier Zero 6 tmp 22 TNS name 20 tnsnames.ora 12

Unified Messenger 27 Updating the System Configuration Key 39 URLstoragePath 38 UseMe.sql 12 UseMe_upgrade.sql 13 useMe70LatinLanguage.bat 15 User Zone 6

VOIP Interface general configuration 30

What’s New 3

Contact Center Anywhere Installation Guide Version 8.1

Oracle Audio Technologies Contact Center Anywhere User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

1 What’s New in This Release

CCA Architecture Overview

Tier Zero

Tier One

Tier Two

Tier Three

Software Requirements

CCA Installation Overview

Installing Required Software

Configuring Database for CCA

Installing CCA Server Components

Configuring Web Server

Getting Started With CCA

3 Configuring the Database

Database Configuration Options

Configuring an Oracle 9i Database for CCA

Creating a New Oracle 9i Database

Upgrading an Older Oracle 9i Database for CCA

Configuring a MS SQL Server 2000 Database

Creating a New Database on MS SQL Server 2000

Upgrading Database on MS SQL Server 2000

Creating Database Connection to the Application Server

Creating an ODBC Data Source for Oracle 9i Database

Creating a TNS Name for Oracle 9i Database on Solaris 9/Red Hat AS4

Creating an ODBC Data Source for Ms SQL Server DB

Installing CCA Application Files

Installing the TCPIPBus

Configuring CCA Resources

Using the Network Manager to Manage CCA Resources

Adding Shared and Dedicated Server Resources

Configuring Resources Using Network Manager

Configuring the Call Center Resource

Configuring the Redirect Server Resource

Configuring the MP3 Server Resource

Configuring the MCU Server Resource

Configuring the CTI Server Resource

Starting and stopping TCPIPBus

Starting and Stopping CCA Resources

5 Configuring the Web Server

Deploying CCA Web Applications on Oracle 10g Application Server (OAS 10g)

Creating JDBC Connection Pool on OAS 10g

Creating JDBC Data Source on OAS 10g

Deploying CCA Web Applications on OAS 10g

Deploying the TAW Application

Deploying the CCA Application

Deploying Integration application

Updating the System Configuration Key

Deploying CCA Web Applications on WebLogic 8.1 SP5

Creating a New Server Domain

Installing WebLogic as a Windows Service

Deploying CCA web applications on WebLogic

Configuring listening port of WebLogic domain server and creating domain login user

Configuring the JDBC Connection Pool

Configuring the JDBC Data Source

Deploying the TAW Application

Deploying the CCA Application

Deploying the Integration Application

Updating the System Configuration Key

6 Getting Started With CCA

Logging in Administration Manager (AM)

Logging into the Integrated Client

Enabling the Partition Feature

Making interactions

Index