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Solution Prerequisites

Time Synchronization

An important consideration is the proper management of the Date/Time and Time Zone configuration. Communication between SAP Hybris Cloud CTI Toolbar, EF Server, and Cisco Finesse carry timestamps. If the system date and time are not synchronized the system can produce unpredictable results. Therefore, please make every effort to adhere to the following time synchronization guidelines:                         

SAP Hybris Cloud CRM, EF EF Server, 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, SAP Hybris Cloud CRM and EF Server 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. 

Hardware / Software Prerequisites

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

    vCPU2 Cores4 Cores
    vRAM4 GB8 GB
    vDisk100GB160 GB

    Software Requirements

    Microsoft Windows Server 2012 standard Edition x64 R2

    A windows Server 2019 64-bit or above is recommended

    Locale Settings

    English (recommended)

    Java Runtime (64 bit)

    Java Runtime (JRE) 8 is required


    Any of the antivirus as mentioned in Software License Requirements


    A package extractor to modify embedded configuration properties

    .Net Framework

    .Net Framework 4.5.2 for Service Manager

    IIS Server Latest Version of the IIS Server
    TomcatTomcat 8 Would be Required 

Network Prerequisites

For the high availability, the connector will be deployed on 2 servers, the customer would need to set up the DNS configurations required on their environment.

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:

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
  • SAP C4C should be accessible over the Agent Machine 

Finesse Domain Signed Certificate

EF SAP CTI Connector and the Cisco FInesse Needs to deploy in the same Domain and Finesse should be running on the Domain Signed Certificate. If Finesse is running on the Self Signed Certificate , then every agent required to accept the finesse certificate in the browser. 

EF CTI Domain Signed Certificate

We would be requiring Domain Signed Certificate for the EF CTI Server, if certificate are not provided, then out of the box CTI will run on SelfSigned Certificate and agents needs to add the exception in the browser before using the connector. 

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
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