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(3.4.2.5) Solution Prerequisites

Owned by CTI
Dec 01, 2023
3 min read

Time Synchronization

An important consideration is time synchronization between related components. Communication between Generic Connector, client applications, and Cisco Finesse carry timestamps. If the system dates and time are not synchronized the system can produce unpredictable results. Therefore, please make every effort to adhere to the following time synchronization guidelines:

Generic Connector, client applications, and Cisco Finesse should have their Time Zone and time configured properly according to the geographic region and synchronized. To configure the time zone, please see the instructions from the hardware or software manufacturer of NTP server. Client applications and Generic Connector should be synchronized to the second. This synchronization should be maintained continuously and validated on a regular basis. For security reasons, Network Time Protocol (NTP) V 4.1+ is recommended.

System Access & Privileges Requirements

  • Administrative access (LocalSystem account or domain administrator) on the Connector Server is required to do the installation and configuration.

  • For remote installation services,

    • VPN access to SCS and Generic Connector server

    • remote access via RDP or similar is required to do installation and configuration on both test and production environments

  • Provide Siebel Open UI Web-client Administrator access on the Siebel Communication Server (SCS) for Siebel Communication Driver configurations

  • On Siebel Communication Server (SCS), User with administrative access (LocalSystem or Domain account) is required to install Driver and place necessary libraries in Windows SysWOW64 folder.

  • On Siebel interface, administrative access is required to:

    • Upload/modify/download DEF file

    • Make changes the driver profile parameters online in Siebel

    • Configuration of commands and events supported by the Driver

    • Review Siebel Test user configuration and teleset

    • Review configurations done to show call variables on the persistent dashboard as mentioned in Siebel Configurations

Prerequisites for Siebel Driver

Siebel Driver Port Utilization

Following port utilization table assumes duplex deployment model.

Connectivity between SCS and ActiveMQ Broker should be established. The local security policy and any antivirus should also allow open communication on the following ports.

Protocol

Source Host

Source Port

Destination Host

Destination Port

TCP

SCS-A

any

Connector-A

61616, 61626

TCP

SCS-A

any

Connector-B

61616, 61626

HTTP

For status monitoring from any machine

Connector-A, Connector-B

8161,9161

TCP

SCS-B

any

Connector-B

61616, 61626

TCP

SCS-B

any

Connector-A

61616, 61626

DNS

SCS-A, SCS-B

any

DNS Server

53

RDP

For remote desktop connection

SCS-A, SCS-B

3389

Hardware / Software Prerequisites

  • The Siebel Communication Server should be installed and working on a Windows Server 2008 R2 (Only English version of the OS is supported).

  • Siebel Communication Server (SCS) is installed on Siebel recommended hardware specifications.

  • Microsoft Visual C++ 2008 Redistributable (x86) installed.

  • The system should be accessible via RDP or similar for remote installation and configuration.

Prerequisites for Generic Connector

Generic Connector Port Utilization

Generic Connector requires communication with following:

  • <Client Server>

  • Cisco Finesse

  • Remote monitoring server running web console monitoring of ActiveMQ on HTTP/S.

  • Secondary Generic Connector - only needed for a redundant deployment

  • NTP Server, for time synchronization


Following ports should remain open on the Firewall. The local security policy and any antivirus should also allow open communication on the following ports.


Protocol

Source Host

Source Port

Destination Host

Destination Port

TCP

<Client Server>

any

GC

61616

TCP

GC (B)

any

GC

61616

HTTP

For Connector status monitoring

GC

8161

XMPP

GC

any

Cisco Finesse

5222, 5223, 7071, 7443

HTTP/S

GC

any

Cisco Finesse

80, 8080, 443, 8443

NTP

GC

any

NTP Server

123

DNS

GC

any

DNS Server

53


  • <Client Server> is a machine running client application of GC. For server based applications like Siebel, it’s Siebel Communication Server. For desktop-based applications, it’s the machine address of the agent desktop running the desktop application.

  • In a redundant deployment, both GC instances communicate with each other on the same TCP OpenWIre port 61616. In the table above, it’s mentioned as GC (B) ⇒ GC.

  • These are defaults set in GC, but you can always change the default configuration.

If you need to file sharing and remote installation/configuration using RDP, you might need to open following additional ports.

Type

Source Host

Source Port

Destination Host

Destination Port

RDP

For remote desktop connection

GC

3389

TCP

For file-sharing

GC

139,445

UDP

For file-sharing

GC

137,138

Hardware Sizing

For a simplex (single server) deployment, hardware requirements are as following:

Number of Agents

vCPU

VRam

vDisk

< 50

2 cores

8 GB

50 GB

< 500

4 cores

16 GB

100 GB


  • For more than 500 agents, please consult with the deployment partner for sizing.

  • For a redundant deployment, two servers of same specifications (as mentioned above) are needed.

Software Requirements

Microsoft Windows Server 2012 standard Edition x64 R2

A Windows Server 2012 64-bit or above is recommended

Locale Settings

English (recommended)

Java Runtime (64 bit)

Java Runtime (JRE) 8 is required

Antivirus

Any of the antivirus as mentioned in Software License Requirements

WinRAR

A package extractor to modify embedded configuration properties

.Net Framework

.Net Framework 4.5.2 for Service Manager