Oracle Audio Technologies Contact Center Anywhere User Manual
Contact Center Anywhere
Installation Guide
Version 8.1
March 2007
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Contents
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
2
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
■
4
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.
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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.
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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.
10
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
1
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
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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
1
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
1
run database scripts. For example, we put it in C:\CCA\database\Sql Server\Automated.
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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
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