Solution Prerequisites
Single Server Hardware Requirements
Shown below are the mandatory prerequisites for installation.
Hardware Requirements
Item | Recommended | Notes |
|---|---|---|
CPU | 4 vCPU | |
Memory | 8 GB | |
Disk Space | 100 GB | The minimum disk space requirement is 50 GB. The recommendation is to account for transactional storage and logs. |
NICs | 1 | Only one interface card is required per virtual machine |
Software Requirements
The following software must be installed on the server.
Item | Recommended | Notes |
|---|---|---|
Operating System | Windows 2012 R2 Standard Edition (x64) | Tested with this Operating System |
Java | 1.8 |
|
Tomcat | 8.5 |
|
Internet Information Services (IIS) Manager | Latest version |
|
Redundant Server (HA) Hardware Requirements
For High Availability 2 Window Server 2012, each with the below specifications
Item | Recommended | Notes |
|---|---|---|
CPU | 4 vCPU | |
Memory | 8 GB | |
Disk Space | 100 GB | The minimum disk space requirement is 50 GB. The recommendation is to account for transactional storage and logs. |
NICs | 1 | Only one interface card is required per virtual machine |
Software Requirements
Item | Recommended | Notes |
|---|---|---|
Operating System | Windows 2012 R2 Standard Edition (x64) | Tested with this Operating System |
Java | 1.8 |
|
Tomcat | 8.5 |
|
Internet Information Services (IIS) Manager | Latest version |
|
Time Synchronization
An important consideration is time synchronization between related components. Communication between EF Server, Microsoft CRM Server, agent machines, and Cisco Finesse carry timestamps. If the system dates and times are not synchronized the system can produce unpredictable results. Therefore, please make every effort to adhere to the following time synchronization guidelines:
EF Connector, Microsoft CRM Server, agent machines, 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 the NTP server. Client applications and EF 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.
Access Prerequisites
For remote installation and configurations, the implementation team would require remote access privileges.
VPN connection/WebEx/TeamViewer is required to connect to the customer’s environment.
Remote access via RDP or similar is required to do installation and configuration of EF Server.
Administrative access to server machines is required to install EF Connector.
Admin access to Dynamics CRM is required to deploy CRM side configurations.
Product Prerequisites
Ports Accessibility
Following ports should remain open on the Firewall. The local security policy and any antivirus should also allow open communication on the following ports:
Type | Source Host | Source Port | Destination Host | Destination Port |
|---|---|---|---|---|
HTTP/HTTPS | <Client Machine> | any | Cisco Finesse | 8445,8443 |
HTTPS (Bosh) | <Client Machine> | any | Cisco Finesse | 5222, 5223, 7071, 7443 |
HTTP/HPTTS | <Client Machine> | any | EF Server This would only be required when we deploy the application via CIF Framework. | 443, 445 |
NTP | <Client Machine> | any | NTP Server | 123 |
DNS | <Client Machine> | any | DNS Server | 53 |
<Client Application> is the agent machine where Agent is using EF Connector in the Browser
ServiceNow should be accessible over the Agent Machine
ServiceNow Admin Role is required
Cisco Finesse Supervisor agent requirement
Each of the Supervisor agents must be assigned at least one team.
Finesse Admin User
Finesse Admin User credentials are required
Browser Requirements
Google Chrome Latest version
Firefox Latest Version