Solution Prerequisites

Single Server Hardware Requirements

Shown below are the mandatory prerequisites for installation.

Hardware Requirements

Item

Recommended

Notes

CPU

2 vCPU


Memory

4 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 Server 2019 Standard Edition (x64)

Supported on these operating systems

IIS ServerIIS Servr

Redundant Server (HA) Hardware Requirements

For High Availability 2 Window Server 2012, each with the below specifications

Item

Recommended

Notes

CPU

2 vCPU


Memory

4 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

For High Availability, SQL Server Cluster would be Required

Item

Recommended

Notes

Operating System

Windows Server 2019 Standard Edition (x64)

Supported on these operating systems

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:

TypeSource HostSource PortDestination HostDestination Port
HTTP/HTTPS<Client Machine>anyCisco Finesse8445,8443
HTTPS (Bosh)<Client Machine>anyCisco Finesse

5222, 5223, 7071, 7443

HTTP/HPTTS<Client Machine>anyEF Server 

*This  would only be required when we  deploy the application via CIF Framework

443, 445
NTP<Client Machine>anyNTP Server123
DNS<Client Machine>anyDNS Server53
  • <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