Solution Prerequisites
Time Synchronization
An important consideration is time synchronization between related components. Communication between Generic Connector, client applications, 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:
Generic Connector, client applications, and Cisco Finesse should have their Time Zone and time configured properly according to the geographic region and synchronized. To configure the time zone, please see the instructions from the hardware or software manufacturer of NTP server. Client applications and Generic 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.
System Access & Privileges Requirements
Administrative access (LocalSystem account or domain administrator) on the Connector Server is required to do the installation and configuration.
For remote installation services,
VPN access to SCS and Generic Connector server
remote access via RDP or similar is required to do installation and configuration on both test and production environments
Provide Siebel Open UI Web-client Administrator access on the Siebel Communication Server (SCS) for Siebel Communication Driver configurations
On Siebel Communication Server (SCS), User with administrative access (LocalSystem or Domain account) is required to install Driver and place necessary libraries in Windows SysWOW64 folder.
On Siebel interface, administrative access is required to:
Upload/modify/download DEF file
Make changes the driver profile parameters online in Siebel
Configuration of commands and events supported by the Driver
Review Siebel Test user configuration and teleset
Review configurations done to show call variables on the persistent dashboard as mentioned in Siebel Configurations
Prerequisites for Siebel Driver
Siebel Driver Port Utilization
Following port utilization table assumes duplex deployment model.
Connectivity between SCS and ActiveMQ Broker should be established. 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 | SCS-A | any | Connector-A | 61616, 61626 |
TCP | SCS-A | any | Connector-B | 61616, 61626 |
HTTP | For status monitoring from any machine | Connector-A, Connector-B | 8161,9161 | |
TCP | SCS-B | any | Connector-B | 61616, 61626 |
TCP | SCS-B | any | Connector-A | 61616, 61626 |
DNS | SCS-A, SCS-B | any | DNS Server | 53 |
RDP | For remote desktop connection | SCS-A, SCS-B | 3389 | |
Hardware / Software Prerequisites
The Siebel Communication Server should be installed and working on a Windows Server 2008 R2 (Only English version of the OS is supported).
Siebel Communication Server (SCS) is installed on Siebel recommended hardware specifications.
Microsoft Visual C++ 2008 Redistributable (x86) installed.
The system should be accessible via RDP or similar for remote installation and configuration.
Prerequisites for Generic Connector
Generic Connector Port Utilization
Generic Connector requires communication with following:
<Client Server>
Cisco Finesse
Remote monitoring server running web console monitoring of ActiveMQ on HTTP/S.
Secondary Generic Connector - only needed for a redundant deployment
NTP Server, for time synchronization
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 | <Client Server> | any | GC | 61616 |
TCP | GC (B) | any | GC | 61616 |
HTTP | For Connector status monitoring | GC | 8161 | |
XMPP | GC | any | Cisco Finesse | 5222, 5223, 7071, 7443 |
HTTP/S | GC | any | Cisco Finesse | 80, 8080, 443, 8443 |
NTP | GC | any | NTP Server | 123 |
DNS | GC | any | DNS Server | 53 |
<Client Server> is a machine running client application of GC. For server based applications like Siebel, it’s Siebel Communication Server. For desktop-based applications, it’s the machine address of the agent desktop running the desktop application.
In a redundant deployment, both GC instances communicate with each other on the same TCP OpenWIre port 61616. In the table above, it’s mentioned as GC (B) ⇒ GC.
These are defaults set in GC, but you can always change the default configuration.
If you need to file sharing and remote installation/configuration using RDP, you might need to open following additional ports.
Type | Source Host | Source Port | Destination Host | Destination Port |
RDP | For remote desktop connection | GC | 3389 | |
TCP | For file-sharing | GC | 139,445 | |
UDP | For file-sharing | GC | 137,138 | |
Hardware Sizing
For a simplex (single server) deployment, hardware requirements are as following:
Number of Agents | vCPU | VRam | vDisk |
< 50 | 2 cores | 8 GB | 50 GB |
< 500 | 4 cores | 16 GB | 100 GB |
For more than 500 agents, please consult with the deployment partner for sizing.
For a redundant deployment, two servers of same specifications (as mentioned above) are needed.
Software Requirements
Microsoft Windows Server 2012 standard Edition x64 R2 | A Windows Server 2012 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 |