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:
Minimum | Recommended | |
|---|---|---|
vCPU | 2 Cores | 4 Cores |
vRAM | 4 GB | 8 GB |
vDisk | 100GB | 160 GB |
Software Requirements
Microsoft Windows Server 2019 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 |
Antivirus | Any of the antivirus as mentioned in Software License Requirements |
WinRAR | 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 |
Tomcat | Tomcat 8 Would be Required |
Network Prerequisites
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 *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
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