Solution Prerequisites

Hardware Requirements for Generic Connector Installation

For a simplex (single server) deployment, minimum and recommended hardware requirements are as follows:


Minimum

Recommended

vCPU

2 Cores

4 Cores

vRAM

4 GB

8 GB

vDISK

20 GB

160 GB

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

Software Requirement

Microsoft Windows Server 2012 standard Edition x64 R2

A windows Server 2012 R2 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

Internet Explorer

Internet explorer version 11 or higher is required

.Net Framework

.Net Framework 4.5.2 for Service Manager

Port Utilization

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.

Protocol

Source Host

Source Port

Destination Host

Destination Port

TCP

Oracle Service cloud Toolbar Add-In

any

Connector

61616, 61626

HTTP

Windows Server

any

Oracle Service Cloud CRM

80

HTTP

Windows Server

any

Oracle Service Cloud CRM

1212 or any other port available

TCP

Oracle Service cloud Toolbar Add-In

any

Connector

61616, 61626

HTTP

For status monitoring from any machine

Connector

8161,9161


Oracle Service Cloud Access Requirements


A full Admin Access On Oracle Service Cloud is required for:

  • Toolbar Add-In, Custom Business Object and customer workspace configurations
  • Upload/modify/downloading of Add-In file
  • To assign Add-In to agent’s specific profile
  • Review Oracle Service Cloud test users configuration.
  • To upload, modify and deploy Custom Business Object.
  • To configure screen pop
  • To customize customer contact workspace
  • To add customer fields for CTI login on agents profiles

Hardware / Software Prerequisites for Agent’s Machines

  • Windows 8.0, 8.1 or higher

  • Support .NET Framework 4.5.2 or higher.

  • Web browser- Internet explorer version 11 and higher must be installed on staff machines in order to use it to launch the Oracle Service Cloud Agent Desktop

Time Synchronization Requirements

An important consideration is the proper management of the Date/Time and Time Zone configuration. Communication between EF Oracle Service Cloud CTI Add-In, EF Connector 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:                         

Oracle Service Cloud CRM, EF Connector and Cisco Finesse should have their time zone configured properly according to the geographic region. To configure the time zone, please see the instructions from the hardware or software manufacturer.

As a best practice, Oracle Service Cloud CRM 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.