This document describes the process of whisper coaching gadget deployment.
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The whisper coaching gadget is the a combination of the 2 components.
Solution Components | Description |
|---|---|
API Service | This is a Java-based rest service that requires tomcat to run. |
Gadget Specifications files for Finesse | Finesse gadget specifications files which renders render frontend inside Cisco Finesse. |
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These requirements suffice for a deployment with 300 agents or less.
Item | Recommended | Notes | For 300 Agents | For More Than 300 Agents | With Reporting |
|---|---|---|---|---|---|
CPU | 2 vCPU | Can be co-hosted | Memory | 4 GB | |
Disk Space | 30 GB | Minimum disk space requirement is 5 GB. The recommendation is to account for transactional storage and logs. |
These requirements suffice for a deployment with more than 300 agents
Item | Recommended | Notes | |||
|---|---|---|---|---|---|
CPU | 4 vCPU | Can be co-hosted | |||
Memory | 8 GB | Disk Space | 160 GB | The minimum disk space requirement is 20 GB. The recommendation is to account for transactional storage and logs.4 vCPU | Add 4 vCPU to the Existing System for Reporting |
Memory | 4 GB | 8 GB | Add 4GB RAM to the existing System for Reporting | ||
Disk Space | 50 GB | 200 GB | Add 250 GB Hard-disk for Reporting |
The gadget can be co-hosted with other Expertflow or third-party products.
Software Requirements
Item | Recommended | Notes |
|---|---|---|
Operating System | Windows Server 2012 Standard Edition (x64) | supported on this operating system |
JDK | JRE 1.8 or higher | Tested with JRE 1.8 |
Tomcat | Tomcat 8.0,8.5 Not the Higher Version | Tested with Tomcat 8.5 |
Browser | Tested on latest Firefox | |
Domain Signed Certificate | Of Machine | |
| MS SQL SERVER | SQL Server Version 2016 | SQL SERVER would only be required if reporting is included, for reporting HA, the Customer needs to provide the SQL Cluster |
| Info | ||
|---|---|---|
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Reporting is Optional, |
Port Utilization Requirements
Whisper gadget rest API is deployed in tomcat. Any available port can be assigned to the service. The default HTTP port is 8080 and the HTTPS port is 8443. Local & network security policy should allow communication on the configured port.
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Item | Recommended versions | Notes |
|---|---|---|
UCCE | 11.0 | Tested on version 11.0 |
UCCX | 11.0 | Tested on version 11.0 |
| CUCM | 11.0 | Tested on version 11.0 |
Currently, We are running a test cycle to make Whisper Gadget compatible with CUCM 11.5 and the latest version. The expected release for this patch is15th June 2021.
Browser Compatibility
Item | Recommended versions | Notes |
|---|---|---|
Firefox | Recent versions | Tested |
Chrome | Recent versions | Tested |
Internet Explorer | Recent versions | Not tested |
Phones Compatibility
The Expertflow Supervisor Whisper Gadget uses the BiB (Built-in Bridge) feature of Cisco phones. Any Cisco Hard phone that supports BiB should work. See here a list of those that do. Formal testing and QA is executed however only with phones listed in the tables below.
| Item | Tested Versions | ||
| Hard Phone(s) | 8CP-7965G | ||
| Cisco Jabber Supported Version | jabber Version 12.6.1.13 | Hard Phone(s) | CP-7965G2.38119 Build 288119 |
| Info | ||
|---|---|---|
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Officially Cisco supports the Whisper feature only with Hardphone, IP Phone bug is mention here, However, we found during testing that this feature works with a certain version of Jabber. But there are limitations and technical constraints due to limited support at Cisco end |
Configure Tomcat Service for SSL (Skip if you want to run on HTTP)
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1. Download the latest copy of the whisper coaching rest WhisperCoaching .war file from here, put the whisper coaching web service .war file inside the tomcat’s webapps directory.
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3. Navigate to Apache-tomcat-home\webapps\WhisperCoaching\WEB-INF\classes directory and update the following entries in config.properties file according to UCCE/UCCX deployment.
4. Add license key (If you don't have contact Expertflow ) 
| Variable | Value | Description |
|---|---|---|
| CUCM_IP_ADDRESS | 192.168.1.26 | agent and supervisors cucm ip address |
| RMCM_USER | RMCM_29 | RMCM user used to connect jtapi with cucm |
| RMCM_PASSWORD | ----------- | RMCM password |
| MASK_PASSWORD | TRUE | If true not printing the password in gadget logs |
| STARTMONITOR | TRUE | If false used update monitor else used start monitor |
| BUILD_VERSION | 2.1 | print build version in logs |
| JTAPI_TIMROUT | 5 | max time for a request to wait for terminal connection and coaching to start, after that the request will be sent back with a failed response |
| PLAYTONEDIRECTION | 3 | use to determine to play tone on start of whisper coaching on not etc. |
| LICENCE_KEY | ------------- | Expertflow gadget license key |
| Info | ||
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If you enable StartMonitoring from the config then during start coaching two calls will be displayed on the agent desktop one call is from an agent to a customer call and the other is an agent to supervisor call for silent whispering. Once you end the coaching you have to restart the monitoring if you want to do silent monitoring. |
5. You can check the Web service accessibility from browser or postman app with the appropriate agent and supervisor’s extension you wish to coach and “Start” respectively. For example,
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