Solution Prerequisites

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 time 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

Hardware Requirements

• In the case of Single Server Deployment, you will require one server with the following specs:

• In the case of Redundant deployment, two servers with the same specs are required. 

Software Requirements

The following software must be installed on the server. These are required both for Single or Redundant deployment

INFO

The above Hardware / Software is only required if:

1. you are running this connector with Cisco SSO ( this is applicable for both MS CRM Online / Offline)

2. The connector is running with MS CRM Online via CIF 

Ports Accessibility 

The 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 or Cloud-base Server (e.g. https://CTIConnector.com/) 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

• MS CRM should be accessible over the Agent Machine 

EF SSO Server Deployment Pre-requisites

Hardware Requirements

The hardware requirements will be same as mentioned here.

Software Requirements

Port Utilization Requirements

The default port used by the service is port <1125> whereas it can be changed when deploying the docker image. Following ports should remain open on the Firewall. The local security policy and any antivirus should also allow open communication on the following ports:

Server Application = This is the backend application we will deploy for the SSO Utility. 

Client Application = Agent browser on which Agent will access the AccessToken.

IDS Server = Machine IP where Identity Service Management is deployed which is integrated with the finesse.

ASDF Server = Active Directory Federation Services through all SSO agents are authenticated

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