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.