Solution Prerequisites
Hardware Requirements
The following lists the machine specifications for a maximum of 100 concurrent agents.
vCPU | vRAM | vDisk |
|---|---|---|
4 cores (2.60GHz, 2 processors) | 8 GB | 1x100 GB |
To support HA, the same specifications would be doubled for the two machines in a redundant deployment.
For more details and clarifications, contact your Expertflow Account Manager.
Software Requirements
OS Compatibility
The following OS software is required on the server:
Item | Version | Notes |
CentOS | 7.x updated to the latest packages (use Yum update) | The application can be deployed in any folder |
| RedHat Enterprise | RHEL 8.2 and 8.8 (Enterprise) | The application can be deployed in any folder |
Database Requirements
Item | Notes |
SQL Server 2014/2016 Standard/ Enterprise | It should already be installed and accessible on a local system or over LAN. To support High Availability, the MS SQL Server must be set up in a failover cluster mode by the customer or partner. |
Docker Engine Requirements
| Item | Notes |
Docker CE 18.06.0+ | |
| Docker EE | In the case of RHEL Docker EE version 19.03.8 |
| Docker Desktop for Windows | In the case of Microsoft Windows as the underlying OS |
Browser Compatibility
Item | Version | Notes |
Firefox | 78.0.2 (64-bit) | |
Chrome | 83.0.4103.116 (64-bit) | The recommended browser to run the PCS web application. JavaScript must be allowed to run in the browser. |
| IE | Not supported | Not tested |
Cisco Unified CCX Compatibility
This release works with CCX 11.6 and 12.5
Cisco Unified CCE Compatibility
This release works with CCE 11.5 and 12.6
Port Utilization Table for PCS
Type | Source Host | Source Port | Destination Host | Destination Port |
|---|---|---|---|---|
TCP | PCS | any | SQL Server Cluster | 1433 (assuming the cluster accepts connection of TCP 1433) |
HTTP | Any machine in LAN | any | PCS web administration | 80 |
HTTPS | Any machine in LAN | any | PCS web administration | 443 |
HTTP | PCS A-B | any | UCCX A-B | 80 |
HTTPS | PCS A-B | any | UCCX A-B | 443 |
SMPP | PCS | Any default port | SMS gateway if it supports SMPP only | 2775 |
TCP | PCS | Any default port | Node server | 3003 |
SMTP | PCS | Any default port | Email Server | 465 |
System Access Requirements
The following requirements must be fulfilled to be able to export PCS reports on local user machines.
Since we are using xp_cmdshell utility to export reports in PCS, a windows account(which will be used as a proxy account) is required with standard account permissions on the same machine where SQL server is running. For this, SQL Server needs to spawn a process in Windows. A process in Windows needs to execute in a Windows user account.
Set up this Windows account as a proxy user account in SQL.
Proxy account must have db_datareader and db_datawriter permissions on PCS DB
Prerequisites for SMS Surveys
An SMPP account must be shared with ExpertFlow to make an SMPP connection with the client's SMS Gateway (or SMS-C).
The following table lists down the required account details:
Name | Description |
SMPP Host | The IP address of SMPP Server |
SMPP Port | The SMPP Port |
Password | The password of SMPP account |
System ID | The ID of SMPP account |
Source Address | Address of source. This is the name or number registered on your SMPP gateway from which the SMS survey is to be sent to the customer. |
Address Range | Range of addresses provided by SMPP. This is the range of inbound number(s) hosted on your SMPP gateway on which replies from customers are expected. |
Prerequisites for Finesse PCS Gadget
PCS gadget is required to transfer an incoming call (in case of CCX version prior to 11.0) or an outgoing call to the survey script. The gadget can also reside with any other EF application on a Windows server. Following are the prerequisites of the gadget:
Single Server Deployment
Item | Recommended | Notes |
|---|---|---|
Operating System | Windows Server 2012 R2 Standard (x64) | It is also assumed to work on Windows Server 2008 R2 |
Java | JRE 1.8 or higher | |
Tomcat | 8.0 or higher | |
Browser | IE 8, IE 11, Firefox |
In addition to the above, the following must also be provided:
Network access between Finesse and windows server machine
Finesse CF admin access
Finesse 3rd party FTP access
Multi-Server Deployment
Item | Recommended | Notes |
|---|---|---|
Operating System | Windows Server 2012 R2 Standard (x64) | It is also assumed to work on Windows Server 2008 R2 |
Java | JRE 1.8 or higher | |
Tomcat | 8.0 or higher with SSL configuration | |
Browser | IE 8, IE 11, Firefox |
In addition to the above, the following must also be provided:
Network access between Finesse and windows server machine
Finesse CF admin access
Finesse 3rdparty FTP access
Root certificate & machine certificate issued by the domain/workgroup authority for each server
Email Account for email notifications
An SMTP email account is required to send email notifications on receiving poor survey results.
Contact Center Readiness Requirements
Cisco Unified CCX
CCX should be up and running in order to run surveys after incoming calls.
Since PCS integrates with CCX over custom java classes, therefore, CCX services need to be restarted after loading the PCS JAR file in CCX.
To read the prompts list from CCX, we need admin user credentials to access UCCX Configuration APIs to fetch the list of prompts.
For a delayed survey callback, Cisco Outbound Dialer Ports with CPA (Call progress analysis such as fax, busy, no answer,...) are required, as well as Expertflow Campaign Manager.
Cisco Unified CCE
Need Prompt file location to be shared with PCS for reading voice prompts
Access to CCE Database for reading calls data from the call center (the agent name, the customer information, etc.)
For a delayed survey callback, Cisco Outbound Dialer Ports with CPA (Call progress analysis such as fax, busy, no answer,...) are required, as well as Expertflow Campaign Manager.
Cisco Finesse
Cisco Finesse should be IN_SERVICE to transfer the active incoming call to the survey DNIS.
Time Synchronization Requirements
If the system dates and times are not synchronized, the system can produce unpredictable results. Therefore, the EF applications and Cisco Contact Center should have their time zone and date/time properly configured, according to the geographic region and must be synchronized.
To configure the time zone, please see the instructions from the hardware or software manufacturer of the NTP server. The application servers should be synchronized. This synchronization should be maintained continuously and validated on a regular basis. For security reasons, the Network Time Protocol (NTP) V 4.1+ is recommended.